Carl's Jr. Window 9 DT & Backline Check

November 23, 2021, 11:36 p.m. (PST) By Marti Trotter

Unit #	1100259 5275 W SHAW AVE FRESNO, CA 93722-5031
Group Name	TWM & ENTITIES
Legal Entity Name	TWM/FRESNO, LLC
Date	November 23, 2021, 6:51 p.m.
Visit Type	Unannounced
Daypart	Dinner 5:00 pm - 8:00 pm
EXTERIOR CLEANLINESS
Parking lot appears clean and free of excess trash/debris	Yes
Does the restaurant meet the curb appeal (Are all exterior areas Attractive & Inviting)?	Yes
Does the restaurant's facility compare up to other competitors in the area?	Yes
Exterior Cleanliness: Observation/Comment	The parking lot is very visible from the road and hwy.
Exterior Cleanliness Photos



DRIVE-THRU GUEST SERVICE EXPERIENCE
Drive Thru: Preview Board, Menu Board clean and in good condition	Yes
Are the Drive-Thru Menuboard Translites posted correctly?	No
Observation/Comment	Missing the kid’s meal and double deal panel.
DT Menuboard Translite Postings


Is the correct graphic displayed on the OCB?	Yes
Drive-Thru Speed of Service Time	00:06:49.41
Were you greeted within 5 secs and in a friendly manner?	Yes
Was the proper scripting procedure followed?	Yes
Your Order	Cinnamon Roll
Did the ordertaker offer a combo?	Yes
Did the ordertaker offer to upsize the combo?	Yes
Did the ordertaker suggestive sell?	No
Did the ordertaker ring up the items accurately?	Yes
Did the ordertaker confirm your order?	Yes
DT Order Taking Experience: Observation/Comment	Scripting was to the standard. The order taker was friendly and polite. Missed opportunity no drink was offered.
DT Order Taking Experience: Photo


PASS-OUT WINDOW
DT lane appears clean, free of drink/food spills and motor oil build up	Yes
Were you greeted immediately and in a friendly manner?	Yes
Were condiments offered at the pass-out window?	N/A
Team Member/Manager Uniforms Clean / Name Tags	Yes
Did the cashier tell you about the Guest Survey on the back of the receipt during your transaction?	No
Did the cashier provide a genuine Thank you / Goodbye; Friendly Parting Remark	Yes
I understand that if I chose to manually input the drive thru time, it is done in the format of HOURS:MINUTES:SECONDS	Yes
All Employees Appear To Be Working As Quickly As Possible; Hustle & Sense Of Urgency to serve guest	Yes
DT Experience: Observation/Comment	The receipt paper is not to the standard. No survey on the back.
DT Experience : Photos

The survey sticker is not the correct one. - Hours of operation cling is not the correct one.
II. QUALITY & ACCURACY
Did you receive all necessary items? (Napkins, straw, condiments, utensils, etc.)	Yes
Did you receive an accurate order (all items ordered in the bag)?	Yes
Was the Entree packaged correctly? Included in Build Card	Yes
Entree Packaging Photo


Was the Entree assembled correctly?	No
Observation/Comment	The icing is not evenly distributed over the cinnamon roll. It was warm but not hot.
Entree Assembly Photo


Did Entree have taste, flavor and fresh ingredients?	Yes
Was the Entree Hot & Fresh?	No
Was Entree Assembled Well (Appearance) Made With Care (Appetizing)	Yes
Were the fries salted?	N/A
Was the side item hot and fresh?	Yes
Beverage (Overall) Taste, Flavor & Quality	Yes
III. MARKETING
Window Cling(s) neat, clean and professionally applied to window?	Yes
Are the inside Menu Board POP and counter cards displayed correctly?	No
Marketing: Observation/Comment	Missing gift card cling in the mini trans light.
RECOGNITION
Did you provide recognition?	No
Additional Topline Observations	Q-S-C
Additional Comments and Observations	-No large American cheese was at the cook’s line. -Grilled onions are blackish in color and not prepared to the standard. -Red onion rings are broken. - The cook was feeding the meat patties using his hand. - Iceberg shredded lettuce was brown -Raw chicken tenders were still frozen -Oil quality is at 50% or less. Cinnamon rolls not stored correctly and are labeled on the container. Coach the shift leader to the current standard.
Additional Observation Photos





QA opportunity the chicken tenders station chart was not filled out for the 6pm sifting and sanitizing.
Cinnamon Rolls
Cinnamon Rolls are properly thawed for 12 hours before heating and serving.	No
Cinnamon Rolls are portioned into All Purpose Clamshells and topped with a .50 oz. spiral of Icing prior to heating.	No
Prepared Cinnamon Rolls with Icing in All Purpose Clamshells are placed onto a tray and covered with a tempering bag or plastic wrap, and are held for 3-days not to exceed original 4-day Cinnamon Roll hold time.	No
Icing
Unopened bags of icing are thawed on a tray on the bread rack or designated area for 2-hours before use and are held for no longer than 10 days.	Yes
Opened bags of icing are held in a pan covered with a solid lid for no longer than 7-days.	Yes
Assembly and Packaging
All products are packaged to standard	Yes
Guest Service and Execution
All Crew Members are properly trained and have tasted the new product so they can describe it to Guests.	Yes
Cashiers are following the new simplified scripting and RGMs have P-touched add-on items onto Scripting cards as needed.	Yes
Training Material
Product Build Charts are posted at the cooks line	No
Nutritional information is available for team member reference	No
Person in Charge (Restaurant General Managers, Shift Leaders, Station Leaders
Person in Charge knows the sales projections (ADQs) for the new products.	No
Person in Charge is demonstrating MODEL-COACH-REQUIRE as needed to enforce proper standards and procedures to deliver a HOT, HIGH QUALITY product to Every Guest, Every Time!	Yes
POP Posting
POP is posted correctly, in a timely manner, and with correct pricing	Yes
Note any corrective action required	-Cinnamon rolls are not held or prepared according to the standard. Would recommend retraining the team. -Cook using hands to feed the meat patties on the chargrill. -Grilled onions not prepared properly. - Not using large american cheese. Corrective action was taken - kid’s meal and double deal panel not posted this is a brand standard requirement.