LEADING "A" SHIFT CERTIFICATION Look For V3 (OPENING)

L&D/2024/12/003 V3

No Actions Possible Point Yes No Point Score Remark

MOD follows outlet opening procedures

Observe/Validate
- MOD enters the outlet with minimum 1 team member.
- MOD checks the surrounding before entering.
1 3
Dialogue
Ask MOD, what is the opening procedure if:
- Team member does not show up.
- Outlet windows are broken and doors are opened.
Before Peak (9:00AM - 12:00PM)
MOD counts all safe, float and bank in money

Observe
- Observe MOD counts all safe, float and bank in money according to cash records

2 Validate 1
- Cash float and bank in book completed.
- Cash voucher amount tally with actual petty cash.

Dialogue
- Ask MOD, what is the procedure to count money?

MOD is able to perform equipment temperature check following correct SOP and tools.

Observe / Validate
- Observe MOD take out all thermometers and other relevant tools to conduct equipment temperature
3 1
check.

Dialogue
- Ask MOD, what are the tools needed to check the temperature of equipment?

DOC Completed - Maintenance

▪ Griddle (177°C)
▪ Freezer Room (-23°C to -12°C)
▪ Cold Room/Walkin Chiller (1°C to 4°C)
▪ Upright Chiller (1°C to 4°C)
▪ Bain Marie (80°C to 90°C)
▪ Upright Freezer (-23°C to -12°C)
▪ Mug Froster (-23°C to -12°C)
▪ Chest Freezer (-23°C to -12°C)
▪ Chicken Warmer (70°C to 80°C)
3.1 - 3.14 ▪ Roll a Grill (110°C) 14 (1 each)
▪ PHU (80°C to 90°C)
▪ Chute (70°C to 77°C)
▪ Waffle Baker (190°C)
▪ Bun Steamer (193°C to 215°C)

Observe/Validate
- MOD completing DOC by filling in Maintenance part
- All temperature for products are checked & filled in
- Review if there is any issue being highlighted in DOC
 DOC Completed - Product (Above 66°C)
▪Golden Aroma Chicken / Spicy Aroma Chicken
▪Chicken Breast
▪Beef / Chicken Frank
▪Chicken / Beef Coney Sauce
▪Beef Patty
▪Curly Fries
▪Nuggets
▪Black Pepper Sauce

4 Observe/Validate
8 (1 each)
- MOD completing DOC by filling in Product part
- All temperature for products are checked & filled in DOC
- Review if there is any issue being highlighted in DOC

Dialogue
Ask MOD:
- To explain categories in DOC.
- To explain what is the acceptable temperature of products.
- Does the outlet have any issue (People/Product/Equipment) that is highlighted in DOC?

All thermometers are available and in good condition

Observe/Validate
- All thermometers are available and in good condition.
▪ Refractometer
5 ▪ Digital thermometer 5
▪ Grill surface thermometer
▪ Deep fat frying thermometer
- Validate MOD knowledge on thermometer types
- MOD able to explain functions of thermometers
- All thermometers kept in proper container
MOD has knowledge and skills on how to perform thermometer calibration.

5.1 3
Observe/Validate
- MOD explains how to perform thermometer calibration.
All thermometers are calibrated

Observe/Validate
- MOD calibrates Refractometer & Digital Thermometer
6 5
Dialogue
Ask MOD:
- What thermometer needs to be calibrated?
- What is the temperature for thermometer calibration?

Ensure door/chute for chute/chicken warmer is close and equipment is in clean condition. (e.g.
fries, chicken crumbs)
7 3
Observe/Validate
- MOD and team members keep the cover closed for chute and door closed for chicken warmer when not
in use.

Daily shift briefing conducted to all team members

Observe
- MOD completes daily shift briefing in google form.

Validate
Daily shift briefing covered:
- Shift target
- Grooming
- Positioning
8 - Product update 1
- One word open & core values sharing
- Rooty Cheer

Dialogue
Ask MOD:
1. What is the daily shift target?

Ask team members:

1. Ask at least 3 team members, what is the daily shift target for the day.
2. How MOD conduct daily shift briefing?
 All products available, sufficient, within shelf life, follow FIFO arrangement and properly stocked

Observe/Validate
- All products are available, sufficient & aligned with sales projection.
- All products within shelf life.
9 - All products in good condition. 5
- Proper rotation of all products is being followed (FIFO).
- All food products & packaging are organized and stored in proper storage area.

Dialogue
- MOD explain how they determine products are sufficient according to sales projection.

All thawing products thawed correctly

▪Coney Sauce
▪ Beef/Chicken Frank
▪ Mashed Potato
▪ Black Pepper Sauce
▪ Hand Battered Fish (HBF)
▪ Chicken Breast (CB)
▪ Golden Aroma Tenders (GAT)
▪ Chicken Wings
10 8 (1 each)

Observe/Validate
- Thawing chart available, updated & being used
- All thawing products follow proper SOP
- All physical products must match with thawing chart

Dialogue
- MOD explain which products to thaw.
- Ask MOD, where is the thawing chart located?
Ensure all products at assemble station (papa buns, lettuce, sauces, chicken strips, sliced
tomatoes, sliced pickles, cheese) are sufficient for peak period.
11 3
Observe/Validate
- All products at assemble station are sufficient for peak period, within holding time and labeled with PTE
sticker.

Oil quality acceptable

Observe
- Observe oil color in the fryer.

11.1 Validate 3
- Oli management checklist current & updated.

Dialogue
- What tool you use to check oil quality?
- How you check the oil quality?
All team members follow the schedule

Observe/Validate
- Weekly team members schedule posted on outlet board.
12 1
- MOD communicates with team member when there is a change in staff positioning.

Dialogue
- Ask MOD, how do you position team members?
During Peak (12:00PM - 2:00PM)
(GSM) Travel Path - MOD must perform a travel path every 30 minutes without fail.

Observe/Validate
- Cover every area of the restaurant, from the external to the internal areas.
- Ensure all PEP (people, equipment and products) are available, organized and in good condition.
- MOD to be in complete control of the shift and there will be no surprises.
- "Observe and Take Action" MOD be able to quickly identify and remove operation bottlenecks.
13 - Create good impression by being visible and doing more checks in the dining area. 5
- Develop a "Fix-it-Now" and "Clean-As-You-Go" attittude during travel path

Dialogue
Ask MOD:
- When do you do travel path?
- How do you travel path?
- What areas you observe during travel path?
 (GSM) Out-Front Shift Management (OFM) - MOD must manage the shift from the customer-
facing areas (the front counterans dining area), at least 60% of the time (Kitchen 30%, Service
30%, Dining 40%).

Observe/Validate
- MOD is visible to the customers and managing the shift from counter and dining area.
- MOD area management: 40% kitchen, 30% service counter and 30% dining and external areas.
- Out-front shift management and Travel Path every 30 mins, will be the SOP expectation of all
MODs.
14 5
- “Aces in Places” –MOD to position trained and productive staff at the service counter and lobby
area. Now unproductive staff are stationed in the dining area.
- MOD must be mobile (to do travel path), and not get “stuck” in any area or station for more than
15 mins.
- MOD must display a high sense of urgency to attend to customers’ issues and needs.
- Identify potential problems and fix them, before customer complain.

Dialogue
- What to do to exceed customer's expectation today?
(GSM) Customer Mania Engagement - To conduct and post a minimum of 1 customer mania
engagement per day.

Observe/Validate
MOD demonstrates Customer Mania:
- Conduct & post a minimum of 1 customer mania engagement per day.
- Consistently smile & greet customers
- MOD visible at dining area & does customer engagement.
15 5
- MOD uses different approach for customer engagement with different customer groups.
- MOD shares WOW moments in delivering hospitality that exceeds customers' expectations.
- "Observe and Take Action" MOD identify opportunity to engage and delight customers.
- MOD train & conduct roleplay with service & dining area staff on customers' engagement activities.

Dialogue
- What is Customer Mania?
- How many GSS per shift?
(GSM) Customer Touchpoints - All customers "touchpoints" must be kept clean and in good
working conditions.

Observe/Validate
- Identify customers “touchpoints” in your store that must be cleaned and maintained
consistently.
- Tables must be cleared and cleaned within 5 minutes of customer leaving
- Dining tables to be sanitised after lunch and dinner peak periods
- Glass panels must be cleaned in the morning, before lunch rush period
16 5
- Glass doors to be cleaned regularly throughout the day; when stained
- Hand wash basin and toilet to be kept dry and clean throughout the day
- Dining area air-con temperature to be operating at 24°C
- Counter area to clean, organised and clutter-free; with the correct POSM in place
- Greetings and farewell by MOD, service staff and dining area staff

Dialogue
- What are common complaints that you received from customers regarding staff & touchpoints?
- How can you solve it?
(GSM) Suggestive Selling - Service staff to give warm greeting and suggest sell 100% of the time.

Observe/Validate
- MOD brief service staff on promotional items to suggest or upsize, before they start their shifts.
- MOD coach and verify service staff's warm greetings and suggestive selling during travel path.
- To position a service staff at SOK area during peak periods to assist and suggest sell to customers.
- Agree on correct positioning of POSM in the store, especially at the counter area.
17 - Follow up on service staff's warm greetings and suggestive selling until it becomes SOP in the store. 5

Dialogue
- What are good products to upsell?
- What is store MTD AC? How to challenge and track?
- How to motivate staff to give great service consistently to customers?
 18.(GSM) Speed and Accuracy - To serve accurately, within 5 mins at the front counter & SOK,
and 3 mins at the Drive-Thru.

Observe/Validate
- MOD to be alert of customers coming in and going out of the store and give appropriate instructions.
- MOD to identify and remove operational barriers, to meet the target service timings.
18 - MOD ensure all products are stocked up before lunch and dinner period starts. 5
- MOD give instructions for products to be cooked and be made ready for rush periods.
- MOD position a service staff at the SOK area to assist customers and speed up the ordering process.

Dialogue
- What action to take where there is a queue at the counter, SOK or DT lane?
- How can you motivate your staff to move faster and be more productive?

All holding products (PHU, chute, chicken warmer, Bain Marie) match with production chart

19 Observe/Validate 3
- Product level follow production chart.
- Production chart current and updated.
All holding products are within holding time (No expired products)

Observe/Validate
- Team members immediately start the holding cabinet timer when products are put into it. Note if fresh
products are put onto a new tray or mixed with old products.
20 5
Dialogue
Ask MOD:
- Are the timers on holding cabinet used correctly?
- Are the products wasted when expired?
MOD checks team members following serving and production standards before serving food to
customers.

Observe/Validate
21 5
- Randomly pick 3 productsin the holding unit to check for quality.

Dialogue
- How you decide product quality is acceptable or not before serving to customers?
RB being served at the correct temperature

Observe/Validate
- RB is served in the mug within temperature of 1°C - 3°C for dine in orders
22 - RB is served in cup within temperature of 4°C - 7°C for takeaway orders 3

Dialogue
- What is the temperature of RB being served to customers?
- What is the procedure of RB attendant?

MOD uses LAST process when needed

Observe/Validate
- MOD takes actions to fix problems related to customer complaints.
- MOD uses LAST approach to do customer recovery process.
23 (conduct roleplay if there is no customer complain for the day) 3

Dialogue
Ask MOD:
- What you need to do if a customer complains during your shift?
- What is LAST process?

MOD follow up, coach and support team members.

24 Observe/Validate 1
- MOD provides coaching to team members when necessary
- MOD follow up with team members after assigning tasks

Team members practice CAYG

25 1
Observe/Validate
- All team members consistently perform CAYG.
 SOP standards are consistently followed
▪Assembler / Griller
▪Fryer
▪Cashier
▪Beverage Attendant
26.1 - ▪Expeditor
5 (1 each)
26.5
Observe/Validate
- All team members follow correct procedures at all stations during shift.

Dialogue
- What should MOD do when team members do not follow correct procedures?
MOD does cash skimming following cash handling policy

Observe
- Observe MOD conducts skimming when cash exceeds RM500 in the drawer or 2 hours, whichever
comes first
27 1
Validate
- Skimming amount tally with skimming report

Dialogue
- Ask MOD, how do you know when cash in the drawer exceeds RM500?
After Peak (3:00PM - 5:30PM)
MOD able to perform at least one Station Observation Checklist (SOC) certification during the
shift (GAC / SAC / Mozza Burger / Coney)
28 3
Observe/Validate
- MOD conducts one SOC certification of core products towards team member during shift.

Record all raw and finish wastage

Observe
During Opening:
- MOD records wastage in wastage form.
- There are 2 wastage bins, for raw & finish wastes.

29 3
Validate
During Closing:
- Wastage being recorded in the system.
- Wastage being discarded after key in system.

Dialogue
- Ask MOD, which form you use to record wastage?
Record and key in staff meal by shift

Observe
- Use staff meal form to record staff meal
- Staff meal record kept in file
- MOD key in staff meal record in POS system
30 3
Validate
- Staff meal tally with record
- Staff meal in POS system tally with records

Dialogue
- Ask MOD, which form you use to record staff meal?
A&W signage clean and well lighted

31 Observe/Validate 1
- The signage is clean, well-lighted and in good condition.

Dining area is clean and well-maintained

▪Floor
▪Wall
▪Windows
▪Doors
32 5
▪Tables
▪Fixtures

Observe/Validate
- Dining area floors, walls, windows, doors, tables, fixtures are clean and well-maintained.
 Outlet exterior including DT lane is clean and well-maintained

Observe/Validate
33 - Outlet exterior including DT lane is clean and well-maintained. 1
- Parking lot, landscape, sidewalk and umbrella canopy (if applicable) are clean with no litter
- Trash cans/dumpster is clean, not overflowing & closed

Digital Menu Board (DMB), DT Menu Board & Point of Sale (POS) materials are clean and in good
condition

34 Observe/Validate 1
- Digital Menu Board (DMB), DT Menu Board & Point of Sale (POS) materials are currect, updated, clean
and in good condition.

KDS, POS counter and receipt printer is ON, functioning and in good condition.

35 Observe/Validate 1
- KDS, POS counter and receipt printer is turned on, functioning and in good condition.

Toilet is clean, dry, free from odor and well-maintained

36 1
Observe/Validate
- Toilet is clean, dry, free from odor and well-maintained.
Handwash sink for customers clean and in good condition

37 Observe/Validate 1
- Handwash lotion and hand towel/hand dryer are available & in good condition
- Not being used to clean other tools or utensils
MOD conducts handover process

Observe
- Opening MOD and Closing MOD do handover process.
- MOD fills in cash details in daily float & bank in book.

Validate
- Daily float & bank in book completed.
38 - Enough cash, people, products & equipment. 3
- Ensure top 10 inventory items are checked (SAC, GAC, CB, Papa Bun, Coney Bun, Beef Patty, Nuggets,
Beef Frank, Chicken Frank, Curly Fries)

Dialogue
Ask MOD:
- When you need to do handover process?
- What time you need to do handover process?
- Share the processes to do handover.
Total Point
No Critical Control Points Possible Point Yes No Point Score Remark
Frozen and chilled products stored with correct temperature reading

Observe/Validate
- Temperature of chiller (1°C - 4°C) and freezer (-23°C to -12°C)
39 5
Dialogue
- Which thermometer you use to check the temperature of chiller & freezer.
- What is the standard temperature of chiller & freezer.
No chemical located near food products

Observe/Validate
- Observe the location chemical in the outlet.
40 5
- No unapproved chemical being used in the outlet.

Dialogue
- What is the procedure to store chemical in the outlet.
Ensure smallwares are available, organized, clean and sanitized.

41 Observe/Validate 5
- All smallwares available and in good condition.

All towels are clean and sanitized before use (Blue and Yellow). Replace towel when
soiled/dropped on the floor. Towel is kept in clean container and place at each station.

42 Observe/Validate 5
- All towels are clean and sanitized before use.
- Replace towel when soiled/dropped on the floor.
- Towel is kept in a clean container and place at each station.
Use dedicated utensils to prevent cross contamination

Observe/Validate
- Team members use correct utensils and tools.
43 5
- Color coded utensils are used according to different types of products & do not mix.

Dialogue
- What are the differences between green, red, white and black utensils?
MOD checks for signs of pest infestation and droppings

Observe/Validate
44 - MOD checks signs of pest infestation and droppings. 5

Dialogue
- Ask MOD, what is the process for reporting pest sighting?
Outlet not using any unapproved ingredients

Observe/Validate
45 - Team members do not use any unapproved ingredients. 5

Dialogue
- What you do when you find unapproved ingredient in the outlet?
Team members know how to wash hands following nine steps handwashing procedures.

Observe
- Team members wash their hands according to procedures & minimum every 2 hours.

Validate
46 - Handwashing checklist updated every 2 hours. 5

Dialogue
- When you need to wash your hands?
- How many steps in handwashing?
- What chemical you use to wash hands?
- Where you wash your hands?
Waste-not being set properly

47 Observe/Validate 5
- Waste-not is available and in good condition
- Sanitizer solution in waste-not within 24 hours shelf life
Sanitizer spray bottle available and in good condition

48 Observe/Validate 5
- Minimum 2 sanitizer spray bottles available & in good condition (BOH & FOH)
- Sanitizer solution in spray bottle within 24 hours shelf life
 Handwash sink for team members clean and in good condition

49 Observe/Validate 5
- Foaming hand soap, hygiene handrub & hand towel available and in good condition
- Handwash sink not being used to clean other tools or utensils.
3 compartment sink set up follow wash, rinse and sanitize method

Observe/Validate
- 3 compartment sink being set up, clean & good condition
50 5
- Correct chemical being put in each sink
- Only mugs are allowed in Wash sink
- Sanitizer sink with 4 hours shelf life
- Maintain sanitizer PPM between 100-200.
Sanitizer checklist available, current and being updated every 2 hours

Observe/Validate
- Sanitation chart being updated
51 5
Dialogue
Ask MOD,
- What is the process updating sanitation chart?
- Who is responsible to update sanitation chart?
Total Point
No Speed of Service Possible Point Yes No Point Score Remark
MOT 1 - Greeting

Observe/Validate
- Greet customers within 5 seconds.
- Use correct hand gesture
- Say 'Selamat Datang'
52 - Use clear & friendly voice to welcome customers 3
- Smile & make eye contact

Dialogue
- What is the correct greeting speech?
- What is the correct hand gesture?
- When to greet customers?
MOT 2 - Taking Order

Observe/Validate
- Speak clearly & use warm tone when taking customers' orders
- Offer suggestive selling (LTO, Upsize & Add-ons)
53 - Repeat & verify customers' orders 3
- State order amount
- Quote specific time for delay (if any)
- Receive payment & quote amount given
- Return balance with receipt & quote order number
- Serve drinks first for dine-in customers
MOT 3 - Delivering Order

Observe/Validate
54 3
- Assemble and delivery orders
- Verify customers' orders
- Deliver accurate orders to customers

MOT 4 - Closing and Thanking

55 Observe/Validate 3
- Thank and wish customers 'Enjoy Your Awesome Meal
- Smile
Service Time Check Time Point Score Remark
Customer 1
Customer joins the queue - start stopwatch
Customer arrives at the cashier & greeted by the cashier - record time
56 5
Customer starts and finishes placing order - record time
Customer receives food & leaves the counter - record time

Customer 2
Customer joins the queue - start stopwatch
Customer arrives at the cashier & greeted by the cashier - record time
57 5
Customer starts and finishes placing order - record time
Customer receives food & leaves the counter - record time

Customer 3
Customer joins the queue - start stopwatch
58 Customer arrives at the cashier & greeted by the cashier - record time 5
Customer starts and finishes placing order - record time
Customer receives food & leaves the counter - record time
Total Point
Overall Point
Percentage
Pass/Fail