TE_CA_06-05 _OS_Appendix_C_-_Program_Scorecards__5_Mar_15_v3.xlsx

Summary

Appendix C-1- Program Scorecard

Scorecard - Dashboard

GARRISON

DATE

HQ REGION

TEAM MEMBERS

LEGEND:

100% - 90% =

89% - 75% =

74% - 0% =

ACTIVITY SUMMARY TOTAL POINTS AVAILABLE TOTAL POINTS EARNED %

Total Garrison 1322 0 0%

Total Bowling 344 0 0%

<Bowling Activity 1> 344 0 0%

<Bowling Activity 2> 0 0 N/A

<Bowling Activity 3> 0 0 N/A

Total Golf 430 0 0%

<Golf Activity 1> 430 0 0%

<Golf Activity 2> 0 0 N/A

<Golf Activity 3> 0 0 N/A

Total Club, Food, Beverage and Entertainment 316 0 0%

<CFBE Activity 1> 316 0 0%

<CFBE Activity 2> 0 0 N/A

<CFBE Activity 3> 0 0 N/A

<CFBE Activity 4> 0 0 N/A

<CFBE Activity 5> 0 0 N/A

<CFBE Activity 6> 0 0 N/A

Total Quick Service Operations 232 0 0%

<QSR Activity 1> 232 0 0%

<QSR Activity 2> 0 0 N/A

<QSR Activity 3> 0 0 N/A

<QSR Activity 4> 0 0 N/A

<QSR Activity 5> 0 0 N/A

<QSR Activity 6> 0 0 N/A

Garrisons with mulitple locations will require manual entry into this summary page.

COMMENTS:

Updated: 5-Mar-15

IMCOM SCORECARD JUN 08

BOWL SUM

Program Scorecard - Bowling

GARRISON

ACTIVITY

DATE 31-Dec-99

HQ REGION

TEAM MEMBERS

LEGEND: 100% - 90% =

89% - 75% =

74% - 0% =

ACTIVITY SUMMARY TOTAL POINTS AVAILABLE TOTAL POINTS EARNED %

TOTAL SCORE 344 0 0%

1 - GUEST SERVICE 26 0 0%

2 - EMPLOYEES 24 0 0%

3 - MANAGEMENT 36 0 0%

4 - BUSINESS PROCEDURES 36 0 0%

5 - BOWLING BUSINESS PROCEDURES 36 0 0%

6 - SPECIAL EVENTS 14 0 0%

7 - BOWLING PRO-SHOP 14 0 0%

8 - FACILITY 22 0 0%

9 - BOWLING MAINTENANCE 22 0 0%

10 - SAFETY 16 0 0%

11 - SNACK BAR 48 0 0%

12 - STANDARDS 50 0 0%

COMMENTS:

NOTE: If any area or item within an area is non-applicable, enter 99 into the Grey "N/A" column. This will deduct the allotted points for that Section from the Total Points available.

Updated: 5-Mar-15

IMCOM SCORECARD JUN 08

BOWL SC

Program Scorecard - Bowling

GARRISON 0 PAGE 1 OF 5

ACTIVITY 0

DATE 31-Dec-99

1 GUEST SERVICE YES INCOMPLETE NO N/A Score

a. Are all customers welcomed on arrival and thanked on departure? 4 2 0

b. Is there a guest feedback program in place? 4 2 0

c. Are employees trained for customer service (OPEX) within first month? 4 2 0

d. Annual customer service training (OPEX) conducted and documented. 4 2 0

e. Are guests invited to return on departure? 4 2 0

f. Are employees empowered to resolve guest dissatisfaction on the spot? 2 1 0

g. Is observed staffing levels appropriate to level of business? 4 2 0

Total Pts Available: 26 Total Pts Earned: 0

0%

NOTES:

2 EMPLOYEES YES INCOMPLETE NO N/A Score

a. Has employee received position appropriate training? 4 2 0

b. Are uniforms and name tags worn by all employees? 4 2 0

c. Are current Individual Development Plans (IDP) in place for NF3/GS5 and above? 2 1 0

d. Are there Performance Standards for all employees IAW AR215-3? 2 1 0

e. Are there Annual Performance Evaluations for all employees IAW AR215-3? 2 1 0

f. What is the overall assessment of employee morale? 4 2 0

g. Staff who serve alcohol ASIP/ServSafe Alcohol (or equivalent) trained annually IAW 215-1? 2 1 0

h. Staff who serve food ServSafe (or equivalent) trained IAW TB MED 530? 2 1 0 i Is there an "Employee Recognition Program" established? 2 1 0

Total Pts Available: 24 Total Pts Earned: 0

0%

NOTES:

3 MANAGEMENT YES INCOMPLETE NO N/A Score

a. Has management completed mandatory applicable certification training? 4 2 0

b. Is management present during peak hours? 4 2 0

c. Is management actively involved in providing service? 4 2 0

d. Is management cordial and welcoming? 2 1 0

e. Is management appropriately dressed & wearing a nametag? 2 1 0

f. Manager conducts periodic staff meetings. 2 1 0

g. Management executes their Individual Development Plan (IDP)? 2 1 0

h. Management certified in ServSafe (or equivalent)? 2 1 0

i. Management ASIP/ServSafe Alcohol (or equivalent) certified annualy? 2 1 0

j. Does Facility Manager conduct monthly financial review & analysis and review with staff? 2 1 0

k. Does Facility Manager track daily revenues and expenses (MIS)? 2 1 0

l. Does management produce three standard reports from the POS? 4 2 0

m. IMETS updated and accurately reflects staffing needs. 2 1 0

n. Department and Position Cross-Training Encouraged and Practiced. 2 1 0

Total Pts Available: 36 Total Pts Earned: 0

0%

NOTES:

Program Scorecard - Bowling PAGE 2 OF 5

4 BUSINESS PROCEDURES YES INCOMPLETE NO N/A Score

a. Is RecTrac used to prepare and submit the DAR? 2 1 0

b. Are fees and pricing IAW Operating Standards? 6 3 0

c. Is the annual competitive pricing survey completed? 6 3 0

d. Is the Business Plan updated to reflect current status? 4 2 0

e. Is marketing research used in the development of the business/action plan? 2 1 0

f. Is "Web-site" available? 2 1 0

g. Is information in the "Web-site" update regularly? 4 2 0

h. Are PR's submitted for budgeted CPMC projects? 2 1 0

i. Standard Operations Procedures (SOP) available for review? 2 1 0

j. Is a Facility Safety Plan available and reviewed by all employees? 2 1 0

k. Are employees accounted for in the proper department (IMETS)? 2 1 0

l. Marketing planed events advertised and promoted at a minimum 30 days in advance? 2 1 0

Total Pts Available: 36 Total Pts Earned: 0

0%

NOTES:

5 BOWLING BUSINESS PROCEDURES YES INCOMPLETE NO N/A Score

a. Does center participate in BPAA promotions? 2 1 0

b. Does center offer coaching and/or lessons? 2 1 0

c. Does center offer a youth bowling program? 2 1 0

d. Does center have active partnerships with local schools? 2 1 0

e. Does center develop and promote in-house leagues (home grown)? 2 1 0

f. Are rental shoes serviceable and of adequate supply? 2 1 0

g. Are house balls serviceable and of adequate supply? 2 1 0

h. Are bowling bumpers available & serviceable? 2 1 0

i. Are league recordkeeping services available for a fee IAW Business Ops Standards? 2 1 0

j. Are league policies and procedures published and available? 2 1 0

k. Are all bowling sales and lineage entered into RecTrac on a daily basis? 6 3 0

l. Is locker rental program automated in RecTrac? 4 2 0

m. Are abandoned locker procedures published & used? 2 1 0

n. Are the general rules of play and conduct available and visible? 2 1 0

o. Are overhead monitors used for in house advertising? 2 1 0

Total Pts Available: 36 Total Pts Earned: 0

0%

NOTES:

6 SPECIAL EVENTS YES INCOMPLETE NO N/A Score

a. Are after action reports for promotional events completed and submitted? 2 1 0

b. Is there a published strategy to increase birthday and other private party opportunities? 4 2 0

c. Does center use commercial sponsorship for events and programs? 4 2 0

d. Is external tournament business solicited? 2 1 0

e. Does center host in-house tournaments? (includes standard and non-standard) 2 1 0

Total Pts Available: 14 Total Pts Earned: 0

0%

NOTES:

Program Scorecard - Bowling PAGE 3 OF 5

7 BOWLING PRO SHOP YES INCOMPLETE NO N/A Score

a. Is the pro shop operator IBPSIA trained? 2 1 0

b. Is pro shop inventory tracked with RecTrac & invoices posted daily? 2 1 0

c. Are merchandise displays clean and stocked? 2 1 0

d. Is merchandise current? 2 1 0

e. Are active measures in place to minimize old merchandise inventory? 2 1 0

f. Are seasonal sales events used to increase sales and turn inventory? 2 1 0

g. Are sales events identified in the annual marketing plan? 2 1 0

Total Pts Available: 14 Total Pts Earned: 0

0%

NOTES:

8 FACILITY YES INCOMPLETE NO N/A Score

a. Does the front entrance give a good first impression? 2 1 0

b. Is the parking lot clearly marked and outside areas clean? 2 1 0

c. Is there professional exterior signage? 2 1 0

d. Is signage and advertising current? 2 1 0

e. Are the landscaped areas well maintained? 2 1 0

f. Is the dumpster area well maintained? 2 1 0

g. Are the floors, furniture, and fixtures clean? 2 1 0

h. Are the restrooms clean, adequately stocked and well maintained? 2 1 0

i. Are all areas, indoor and outdoor, adequately lit/all lights functional? 2 1 0

j. Are the drinking fountains clean with cool, adequate water pressure? 2 1 0

k. Is the stage set (proper lighting, background music, televisions, popcorn popped)? 2 1 0

Total Pts Available: 22 Total Pts Earned: 0

0%

NOTES:

9 BOWLING MAINTENANCE YES INCOMPLETE NO N/A Score

a. Are manufacturer recommended maintenance schedules and logs used? 2 1 0

b. Is the automatic scoring system in working order? 2 1 0

c. Does center offer a glow bowling experience? 2 1 0

d. Are lock out/tag out safety procedures in place? 2 1 0

e. Are lanes cleaned and conditioned daily? 2 1 0

f. Is the center USBC certified for current year? 6 3 0

g. Are stop calls tracked and logged per machine? 2 1 0

h. Are MSDS documents on file and available for review? 2 1 0

i. Is a chemical handling safety program in place and followed? 2 1 0

Total Pts Available: 22 Total Pts Earned: 0

0%

NOTES:

Program Scorecard - Bowling PAGE 4 OF 5

10 SAFETY YES INCOMPLETE NO N/A Score

a. Is signage cautioning to not cross foul line prominently displayed? 2 1 0

b. Are entrances to pinsetter service areas marked "employees only"? 2 1 0

c. Is there a prominently displayed warning to not place hands inside of ball lifts? 2 1 0

d. Are guests advised that bowling shoes must be worn while bowling? 2 1 0

e. Are all safety signs and rules properly and prominently displayed? 2 1 0

f. Are emergency procedures published and reviewed by all employees? 2 1 0

g. Are power equipment decals/warning placards on display on appropriate equipment? 2 1 0

h. Do bowling equipment emergency shut offs operate properly? 2 1 0

Total Pts Available: 16 Total Pts Earned: 0

0%

NOTES:

11 SNACK BAR YES INCOMPLETE NO N/A Score

a. Are all of the products on the menu available? 2 1 0

b. Are specials advertised and available? 2 1 0

c. Is service time appropriate to style of food delivery? 2 1 0

d. Were presentations appetizing, fresh, and appealing? 2 1 0

e. Are recipes available for staff and followed? 2 1 0

f. Are portion controls in place & followed? 2 1 0

g. Were the table/chairs clean and neat? 2 1 0

h. Are the menus clean and updated? 2 1 0

i. Are the last 3 Preventive Medicine (sanitation) inspections on file? 6 3 0

j. Are all findings corrected w/in specified time? 2 1 0

k. Are the kitchen service and storage areas clean and organized? 4 2 0

l. Are the bar service and storage areas clean and organized? 4 2 0

m. Are any Portable F&B operations equipment clean and well stocked? 2 1 0

n. Are JSPVP rebates credited to the correct department? 2 1 0

o. Are par inventory levels established? 2 1 0

p. Is stock being properly rotated (FIFO)? 2 1 0

q. Reduced pricing in bar IAW AR 215-1, Chapter, para 8q? 4 2 0

r. Is a "Designated Driver" program in place and advertised? 4 2 0

Total Pts Available: 48 Total Pts Earned: 0

0%

NOTES:

12 BOWLING STANDARDS (BPD #1)

BM/STD YTD XXX% ≥ 80% 79-50% <50% N/A SCORE

a. Prime Vendor usage 80% 10 5 0

Last Year Current Year Variance

< or = up to +5% >5% N/A SCORE

b. Labor % meets fiscal year standard? 10 5 0

>10% >10 <15% >15% N/A SCORE

c. Actual NIBD vs. Budgeted NIBD 10 5 0

≥ 70% 69-50% <50% N/A SCORE

d. Participation 10 5 0

WITH IN 4 YEARS IN-PROGRESS NO-PROGRESS N/A SCORE

e Management Certification 10 5 0

Total Pts Available: 50 Total Pts Earned: 0

0%

BOWLING BENCHMARKS Summary: Non-Rated PAGE 5 OF 5

Last Year Current Year Variance

Contribution Margin (NIBD) % 0% ERROR:#DIV/0!

Contribution Margin (NIBD) $ $ - 0 ERROR:#DIV/0!

PROGRAM ROLLUP Actual % Last Year Current Year Variance

a. Overall Labor 50% 0% ERROR:#DIV/0!

b. Pro Shop COGS 75% 0% ERROR:#DIV/0!

c. Lines per lane per day 17 0 ERROR:#DIV/0!

SNACK BAR BENCHMARKS Actual % Last Year Current Year Variance

a. Labor 35% 0% ERROR:#DIV/0!

b. COGS 35% 0% ERROR:#DIV/0!

c. OOE 10% 0% ERROR:#DIV/0!

PROGRAM ROLLUP Actual % Last Year Current Year Variance

a. Overall Labor 50% 0% ERROR:#DIV/0!

b. Pro Shop COGS 75% 0% ERROR:#DIV/0!

c. Lines per lane per day 17 0 ERROR:#DIV/0!

SNACK BAR BENCHMARKS Actual % Last Year Current Year Variance

a. Labor 35% 0% ERROR:#DIV/0!

b. COGS 35% 0% ERROR:#DIV/0!

c. OOE 10% 0% ERROR:#DIV/0!

FBE SUM

Program Scorecard - Food, Beverage, Entertainment

GARRISON

ACTIVITY

DATE

HQ-REGION

TEAM MEMBERS

LEGEND: 100% - 90% =

89% - 75% =

74% - 0% =

ACTIVITY SUMMARY TOTAL POINTS AVAILABLE TOTAL POINTS EARNED %

TOTAL SCORE 316 0 0%

1 - GUEST SERVICE 30 0 0%

2 - EMPLOYEES 24 0 0%

3 - MANAGEMENT 44 0 0%

4 - PRODUCT QUALITY 20 0 0%

5 - BUSINESS PROCEDURES 56 0 0%

6 - PROGRAMMING 16 0 0%

7 - AUTOMATION 22 0 0%

8 - CATERING PROGRAM 16 0 0%

9 - FACILITY 22 0 0%

10 - SANITATION 26 0 0%

11 - STANDARDS 40 0 0%

COMMENTS:

NOTE: If any area or item within an area is non-applicable, enter 99 into the Grey "N/A" column. This will deduct the allotted points for that Section from the Total Points available.

Updated: 5-Mar-15

IMCOM SCORECARD JUN 08

FBE SC

Program Scorecard - Food, Beverage, Entertainment

GARRISON 0 PAGE 1 OF 4

ACTIVITY 0

DATE 31-Dec-99

1 GUEST SERVICE YES INCOMPLETE NO N/A Score

a. Are all guests greeted and assisted? 4 2 0

b. Is there a guest feedback program in place? 2 1 0

c. Are employees trained for guest service within first month? 4 2 0

d. Annual Guest Service Training Conducted and Documented 4 2 0

e. Are guests thanked for their business with a smile? 4 2 0

f. Are employees empowered to resolve guest dissatisfaction on the spot? 4 2 0

g. Staffing Levels are adequate for sales volume. 4 2 0

h. Is there "Standard Sequence of Service Procedure" established ? 4 2 0

Total Pts Available: 30 Total Pts Earned: 0

0%

NOTES:

2 EMPLOYEES YES INCOMPLETE NO N/A Score

a. Has employee received position appropriate training? 4 2 0

b. Are uniforms and name tags in good condition, worn properly, & used for all employees? 4 2 0

c. Are current Individual Development Plans (IDP) in place for NF3/GS5 and above? 2 1 0

d. Are there Current Performance Standards for all employees? 2 1 0

e. Are there Annual Performance Evaluations for all employees IAW AR215-3? 2 1 0

f. What is the overall assessment of employee morale? 4 2 0

g. Are team members who serve alcohol ASIP/ServSafe Alcohol (or equivalent) certified? 2 1 0

h. Are team members who serve food ServSafe (or equivalent) trained? 2 1 0

i. Is there "Employee Recognition Program" established? 2 1 0

Total Pts Available: 24 Total Pts Earned: 0

0%

NOTES:

3 MANAGEMENT YES INCOMPLETE NO N/A Score

a. Has management completed mandatory applicable training? 4 2 0

b. Is management present during peak hours? 4 2 0

c. Is management actively involved in providing service? 4 2 0

d. Is management cordial and welcoming? 2 1 0

e. Is management appropriately dressed & wearing a nametag? 2 1 0

f. Manager conducts and documents Periodic Staff Meetings. 2 1 0

g. Departmental Supervisors conduct Pre-Shift Meetings as matter of routine. 2 1 0

h. Does management execute their Individual Development Plan (IDP)? 2 1 0

i. Management certified in ServSafe (or equivalent)? 2 1 0

j. Is management ASIP/ServSafe Alcohol (or equivalent) certified? 2 1 0

k. Does Management use labor cost control tool to utilize available labor hours 4 2 0

l. Does management conduct monthly financial review & analysis? 2 1 0 m Does management track daily revenues and expenses (MIS)? 2 1 0

n. Does management produce three standard reports, analyze them, and make program adjustments based on the result? (what's hot and what's not, Daily sales report, and Hourly sales report) from the POS? 4 2 0

o. Personnel Requirement Document updated and accurately reflects staffing needs. 2 1 0 p Department and Position Cross-Training Encouraged and Practiced 4 2 0

Total Pts Available: 44 Total Pts Earned: 0

0%

NOTES:

Program Scorecard Food - Beverage & Entertainment PAGE 2 OF 4

4 PRODUCT QUALITY YES INCOMPLETE NO N/A Score

a. Is the menu item ordered available? 2 1 0

b. Is the unavailable menu item reasonable? 2 1 0

c. Is service time appropriate to style of food delivery? 2 1 0

d. Is the food quality acceptable? 2 1 0

e. Appearance of All menu items According to Standard 2 1 0

f. Are standardized recipes available for staff and followed? 2 1 0

g. Are food production schedules prepared and used? 2 1 0

h. Are portion controls in place & followed? 2 1 0

i. Is the variance acceptable between the number of portions used and the number of portion forecasted? 2 1 0

j. Is "Taste and Temperature Panel" utilized? 2 1 0

Total Pts Available: 20 Total Pts Earned: 0

0%

NOTES:

5 BUSINESS PROCEDURES YES INCOMPLETE NO N/A Score

a. Is RecTrac used to prepare and submit the DAR? 2 1 0

b. Are fees and pricing IAW IMCOM Operating Standards? 2 1 0

c. Is the annual competitive pricing survey completed? 2 1 0

d. Is the Business Action Plan updated to reflect current status? 2 1 0

e. Is marketing research used in the development of the business/action plan? 2 1 0

f. Is "Web-site" available? 2 1 0

g. Is information in the "Web-site" update regularly? 2 1 0

h. Is there a reinvestment plan for the facility and FFE (5-yr/CPMC)? 2 1 0

i. Are CPMC's submitted for the budgeted quarter? 2 1 0

j. Is a Standard Operations Procedures (SOP) available for review? 2 1 0

k. Has manger conducted a yearly competitive price survey 4 2 0

l. Is a Facility Safety Plan available and reviewed by all employees? 2 1 0

m. Are employees accounted for in the proper department? 2 1 0

n. Are events advertised and promoted at a minimum 30 days in advance? 2 1 0

o. Are JSPVP rebates credited to the correct department? 2 1 0

p. Are par inventory levels established? 2 1 0

q. Is stock being properly rotated (FIFO)? 4 2 0

r. Are tip reporting procedures followed and update? 10 5 0

s. Do reduced pricing periods in the bar conform to published guidelines IAW AR 215-1, Chapter 10, para 8g? 4 2 0 t Is a "Designated Driver" program in place and advertised? 4 2 0

Total Pts Available: 56 Total Pts Earned: 0

0%

NOTES:

6 PROGRAMMING YES INCOMPLETE NO N/A Score

a. Is an Annual Marketing Plan available for review? 2 1 0

b. Is the annual events and programming schedule available for review? 4 2 0

c. Is there Marketing Strategy established to introduce events/programs to maximize the utilization of facility? 4 2 0

d. Are programs developed to utilize the capacity? 4 2 0

e. Do the programs support "Army Family Covenant Program" ? 2 1 0

Total Pts Available: 16 Total Pts Earned: 0

0%

NOTES:

Program Scorecard Food - Beverage & Entertainment PAGE 3 OF 4

7 AUTOMATION YES INCOMPLETE NO N/A Score

a. Is FoodTrak/RecTrac/POS data used for menu management analysis? 2 1 0

b. Is FoodTrak/RecTrac used for standardized recipes? 4 2 0

c. Is FoodTrak/RecTrac utilized for inventory? 4 2 0

d. Are invoices entered into FoodTrak/RecTrac within two business days? 4 2 0

e. Are the POS & FoodTrak updated to reflect current operations? 2 1 0

f. Is EventMaster fully utilized? 4 2 0

g. Are FoodTrak and EventMaster interfaced? 2 1 0

Total Pts Available: 22 Total Pts Earned: 0

0%

NOTES:

8 CATERING PROGRAM YES INCOMPLETE NO N/A Score

a. Are Catering Brochures current? 2 1 0

b. Do Catering Brochures/correspondence present a professional appearance? 2 1 0

c. Is there "Standard Operation Procedure" established for Banquet and Catering? 4 2 0

d. Is there POC listing for individual military units? 4 2 0

e. Is there standard facility fee structure? 2 1 0

f. Are Catering Sales Staff incentive plans in place? 2 1 0

Total Pts Available: 16 Total Pts Earned: 0

0%

NOTES:

9 FACILITY YES INCOMPLETE NO N/A Score

a. Does the front entrance give a good first impression? 2 1 0

b. Is the parking lot clearly marked and outside areas clean? 2 1 0

c. Is there professional exterior signage? 2 1 0

d. Is signage and advertising current? 2 1 0

e. Are the landscaped areas well maintained? 2 1 0

f. Is the dumpster area well maintained? 2 1 0

g. Are the floors, furniture, and fixtures clean? 2 1 0

h. Are the restrooms clean, adequately stocked and well maintained? 2 1 0

i. Are all areas adequately lit/all lights functional? 2 1 0

j. Are the drinking fountains clean with cool, adequate water pressure? 2 1 0

k. Is the stage set (proper lighting, background music, televisions, popcorn popped)? 2 1 0

Total Pts Available: 22 Total Pts Earned: 0

0%

NOTES:

10 SANITATION YES INCOMPLETE NO N/A Score

a. Are the last 3 Preventive Medicine (sanitation) inspections on file? 2 1 0

b. Are all findings corrected within specified time? 2 1 0

c. Are all kitchen equipment clean and organized? 4 2 0

d. Are the kitchen service and storage areas clean and organized? 4 2 0

e. Are the bar service and storage areas clean and organized? 4 2 0

f. Are any Portable F&B operations equipment clean and well stocked? 2 1 0

g. Is the back bar clean and organized? 2 1 0

h. Sanitize solution used to clean prep equipment and tools 2 1 0

i. Are Accurate Food Thermometers used? 2 1 0

j. Is "Cooling log" used? 2 1 0

Total Pts Available: 26 Total Pts Earned: 0

0%

NOTES:

Program Scorecard Food - Beverage & Entertainment PAGE 4 OF 4

11 FOOD & BEVERAGE STANDARDS

BM/STD YTD XXX% ≥ 80% 79-50% <50% N/A SCORE

a. Prime Vendor usage 80% 10 5 0

Last Year Current Year Variance

> 5% >2 <5% <2% N/A

10 5 0

b. Current Year Net Revenue vs. Actual Prior Year Net Revenue $ - 0 $ - 0 $ - 0 ERROR:#DIV/0!

CY $ PY $ % Variance

ERROR:#DIV/0!

>10% >10% <15% >15% N/A SCORE

c. Actual NIBD vs. Budgeted NIBD 10 5 0

CY $ BUDGET % Variance

ERROR:#DIV/0!

WITH IN 4 YEARS IN-PROGRESS NO-PROGRESS N/A SCORE

d Management Certification 10 5 0

Total Pts Available: 40 Total Pts Earned: 0

0%

FOOD & BEVERAGE BENCHMARKS Summary; Non-Rated

Last Year Current Year Variance

Contribution Margin (NIBD) % 0% ERROR:#DIV/0!

Contribution Margin (NIBD) $ $ - 0 ERROR:#DIV/0!

PROGRAM ROLLUP Actual % Last Year Current Year Variance

a. COGS 40% 0% ERROR:#DIV/0!

b. Labor 42% 0% ERROR:#DIV/0!

c. OOE 10% 0% ERROR:#DIV/0!

SNACK BAR BENCHMARKS

a. COGS 35% 0% ERROR:#DIV/0!

b. Labor 35% 0% ERROR:#DIV/0!

c. OOE 10% 0% ERROR:#DIV/0!

CATERED FOOD BENCHMARKS

a. COGS 30% 0% ERROR:#DIV/0!

b. Labor 30% 0% ERROR:#DIV/0!

c. OOE 10% 0% ERROR:#DIV/0!

BAR BENCHMARKS

a. COGS 25% 0% ERROR:#DIV/0!

b. Labor 30% 0% ERROR:#DIV/0!

c. OOE 10% 0% ERROR:#DIV/0!

CATERED BAR BENCHMARKS

a. COGS 25% 0% ERROR:#DIV/0!

b. Labor 25% 0% ERROR:#DIV/0!

c. OOE 5% 0% ERROR:#DIV/0!

BINGO BENCHMARKS

a. *NIBD 15% 0% ERROR:#DIV/0!

GOLF SUM

Program Scorecard - Golf

GARRISON

ACTIVITY

DATE 31-Dec-99

HQ REGION

TEAM MEMBERS

LEGEND: 100% - 90% =

89% - 75% =

74% - 0% =

ACTIVITY SUMMARY TOTAL POINTS AVAILABLE TOTAL POINTS EARNED %

TOTAL SCORE 430 0 0%

1 - GUEST SERVICE 30 0 0%

2 - EMPLOYEES 24 0 0%

3 - MANAGEMENT 44 0 0%

4 - BUSINESS PROCEDURES 40 0 0%

5 - GOLF BUSINESS PROCEDURES 26 0 0%

6 - FACILITY 22 0 0%

7 - GOLF COURSE CONDITIONS 56 0 0%

8 - GOLF MAINTENANCE PROGRAM 14 0 0%

9 - GOLF CAR CONDITIONS & MAINTENANCE 22 0 0%

10 - PRO SHOP 40 0 0%

11 - DRIVING RANGE & PRACTICE AREAS 18 0 0%

12 - SNACK BAR 44 0 0%

13 - STANDARDS 50 0 0%

COMMENTS:

NOTE: If any area or item within an area is non-applicable, enter 99 into the Grey "N/A" column. This will deduct the allotted points for that Section from the Total Points available.

Updated: 5-Mar-15

IMCOM SCORECARD JUN 08

GOLF SC

Program Scorecard - Golf

GARRISON 0 PAGE 1 OF 4

ACTIVITY 0

DATE 31-Dec-99

1 GUEST SERVICE YES INCOMPLETE NO N/A Score

a. Are all guests greeted and assisted? 4 2 0

b. Is there a guest feedback program in place? 2 1 0

c. Are employees trained for guest service within first month? 4 2 0

d. Annual Guest Service Training Conducted and Documented 4 2 0

e. Are guests thanked for their business with a smile? 4 2 0

f. Are employees empowered to resolve guest dissatisfaction on the spot? 4 2 0

g. Staffing Levels are adequate for sales volume. 4 2 0

h. Is there "Standard Sequence of Service Procedure" established ? 4 2 0

Total Pts Available: 30 Total Pts Earned: 0

0%

NOTES:

2 EMPLOYEES YES INCOMPLETE NO N/A Score

a. Has employee received position appropriate training? 4 2 0

b. Are uniforms and name tags in good condition, worn properly, & used for all employees? 4 2 0

c. Are current Individual Development Plans (IDP) in place for NF3/GS5 and above? 2 1 0

d. Are there Current Performance Standards for all employees? 2 1 0

e. Are there Annual Performance Evaluations for all employees IAW AR215-3? 2 1 0

f. What is the overall assessment of employee morale? 4 2 0

g. Are team members who serve alcohol ASIP/ServSafe Alcohol (or equivalent) certified? 2 1 0

h. Are team members who serve food ServSafe (or equivalent) trained? 2 1 0

i. Is there "Employee Recognition Program" established? 2 1 0

Total Pts Available: 24 Total Pts Earned: 0

0%

NOTES:

3 MANAGEMENT YES INCOMPLETE NO N/A Score

a. Has management completed mandatory applicable training? 4 2 0

b. Is management present during peak hours? 4 2 0

c. Is management actively involved in providing service? 4 2 0

d. Is management cordial and welcoming? 2 1 0

e. Is management appropriately dressed & wearing a nametag? 2 1 0

f. Manager conducts and documents Periodic Staff Meetings. 2 1 0

g. Departmental Supervisors conduct Pre-Shift Meetings as matter of routine. 2 1 0

h. Does management execute their Individual Development Plan (IDP)? 2 1 0

i. Respective management certified in ServSafe (or equivalent)? 2 1 0

j. Is respective management ASIP/ServSafe Alcohol (or equivalent) certified? 2 1 0

k. Does management utilize Labor Model Tool for outlining available labor hours 4 2 0

l. Does management conduct monthly financial review & analysis? 2 1 0

m. Does management track daily revenues and expenses (MIS)? 2 1 0

n. Does management produce three standard reports, analyze them, and make program adjustments based on the result? (what's hot and what's not, Daily sales report, and Hourly sales report) from the POS? 4 2 0

o. Personnel Requirement Document updated and accurately reflects staffing needs. 2 1 0

p. Department and Position Cross-Training Encouraged and Practiced 4 2 0

Total Pts Available: 44 Total Pts Earned: 0

0%

NOTES:

Program Scorecard - Golf PAGE 2 OF 4

4 BUSINESS PROCEDURES YES INCOMPLETE NO N/A Score

a. Is RecTrac used to prepare and submit the DAR? 2 1 0

b. Are fees and pricing IAW IMCOM Operating Standards? 2 1 0

c. Is the annual competitive pricing survey completed? 2 1 0

d. Is the Business Action Plan updated to reflect current status? 2 1 0

e. Is marketing research used in the development of the business/action plan? 2 1 0

f. Is "Web-site" available? 2 1 0

g. Is information in the "Web-site" updated regularly? 2 1 0

h. Is there a reinvestment plan for the facility and FFE (5-yr/CPMC)? 2 1 0

i. Are CPMC's submitted for the budgeted quarter? 2 1 0

j. Is a Standard Operations Procedures (SOP) available for review? 2 1 0

k. Is a Facility Safety Plan available and reviewed by all employees? 2 1 0

l. Are employees accounted for in the proper department? 2 1 0

m. Are annual Marketing planned events advertised and promoted at a minimum 30 days in advance? 2 1 0

n. Are JSPVP rebates credited to the correct department? 2 1 0

o. Are tip reporting procedures followed and updated? 4 2 0

p. Do reduced pricing periods in the bar conform to published guidelines IAW AR 215-1, Chapter 10, para 8g? 4 2 0

q. Is a "Designated Driver" program in place and advertised? 4 2 0

Total Pts Available: 40 Total Pts Earned: 0

0%

NOTES:

5 GOLF BUSINESS PROCEDURES YES INCOMPLETE NO N/A Score

a. Is there an internal SOP for tournaments? 2 1 0

b. Is there a guest brochure describing tournament procedures? 2 1 0

c. Does operation participate in IMCOM-G9, PGA, and other national promotions? 2 1 0

d. Are after action reports for promotional events completed and submitted? 2 1 0

e. Is there an annual calendar of golf events? 6 3 0

f. Does course operate with a General Public Access Waiver? 6 3 0

g. Is there an SOP for golf lessons? 2 1 0

h. Are scorecards current and available? 2 1 0

i. Are general rules of play and conduct available to customers? 2 1 0

Total Pts Available: 26 Total Pts Earned: 0

0%

NOTES:

6 CLUBHOUSE YES INCOMPLETE NO N/A Score

a. Does the front entrance give a good first impression? 2 1 0

b. Is the parking lot clearly marked and outside areas clean? 2 1 0

c. Is there professional exterior signage? 2 1 0

d. Is signage and advertising current? 2 1 0

e. Are the landscaped areas well maintained? 2 1 0

f. Is the dumpster area well maintained? 2 1 0

g. Are the floors, furniture, and fixtures clean? 2 1 0

h. Are the restrooms clean, adequately stocked and well maintained? 2 1 0

i. Are all areas adequately lit/all lights functional? 2 1 0

j. Are the drinking fountains clean with cool, adequate water pressure? 2 1 0

k. Is the stage set (proper lighting, background music, televisions, popcorn popped)? 2 1 0

Total Pts Available: 22 Total Pts Earned: 0

0%

NOTES:

Program Scorecard - Golf PAGE 3 OF 4

7 GOLF COURSE CONDITION & MAINTENANCE YES INCOMPLETE NO N/A Score

a. Are turf conditions consistent from tee to green throughout the course? 6 3 0

b. Are the cart paths in good shape, edged, and weed free? 2 1 0

c. Are rest rooms clean and functional? 2 1 0

d. Are water coolers stocked and drinking fountains working? 2 1 0

e. Are trash receptacles neat and clean? 2 1 0

f. Are the bunkers edged, weed free, with consistent sand levels? 4 2 0

g. Does superintendent have a detailed maintenance plan? 4 2 0

h. Are weak/damaged areas at the prescribed minimum for all play areas? 6 3 0

i. Is there evidence of proper tee box rotation? 4 2 0

j. Is there a preventative maintenance plan/schedule for equipment? 4 2 0

k. Is maintenance equipment cleaned daily? 2 1 0

l. Is the maintenance facility clean and organized? 2 1 0

m. Are lock out / tag out procedures in place? 2 1 0

n. Do the Greens, Tees, Fairways and Bunkers meet playing standards? 8 4 0

o. Is there evidence of proper maintenance applications (aeration, chemicals, topdressing, etc.)? 6 3 0

Total Pts Available: 56 Total Pts Earned: 0

0%

NOTES:

8 GOLF ENVIRONMENTAL PROGRAM YES INCOMPLETE NO N/A Score

a. Is there a published Integrated Pest Management Plan? 2 1 0

b. Are pesticide handlers certifications up to date? 6 3 0

c. Are MSDS documents on file and available for review? 4 2 0

d. Is a chemical handling safety program in place and followed? 2 2 0

Total Pts Available: 14 Total Pts Earned: 0

0%

NOTES:

9 GOLF CARTS YES INCOMPLETE NO N/A Score

a. Are carts being maintained on a proper schedule? 4 2 0

b. Are carts cleaned daily and staged properly? 2 1 0

c. Are the carts being properly rotated for use? 4 2 0

d. Is there a proper cart storage facility used? 2 1 0

e. Is cart storage facility clean and organized? 2 1 0

f. Has activitiy replaced/scheduled replacement of batteries? 4 2 0

g. Has mechanic attended Club Cart training? 4 2 0

Total Pts Available: 22 Total Pts Earned: 0

0%

NOTES:

10 PRO SHOP YES INCOMPLETE NO N/A Score

a. Are merchandise displays clean, stocked, and rotated regularly? 2 1 0

b. Is merchandise current? 2 1 0

c. Is the inventory merchandised properly? 2 1 0

d. Is club fitting and special ordering available? 2 1 0

e. Are multiple logo options incorporated in the merchandise? 4 2 0

f. Does the shop provide multiple brands for both men and women? 4 2 0

g. Are proper tee time prioritization and reservation procedures in use? 6 3 0

h. Are seasonal sales events used to increase sales and turn inventory? 2 1 0

i. Are sales events identified in the annual marketing plan? 4 2 0

j. Are rental clubs serviceable, clean, complete, and replaced regularly? 4 2 0

k. Is there a proper mix of fancies and basics within the clothing lines? 2 1 0

l. Does the shop use mannequins for both men and ladies clothing? 2 1 0

m. Does the Pro Shop staff wear like clothing items from the floor with course logo as uniforms? 4 2 0

Total Pts Available: 40 Total Pts Earned: 0

0%

NOTES:

Program Scorecard - Golf PAGE 4 OF 4

11 DRIVING RANGE AND PRACTICE AREAS YES INCOMPLETE NO N/A Score

a. Are range balls in good condition and replaced annually? 4 2 0

b. Are driving range mats in good condition? 4 2 0

c. Are grass hitting areas in good condition? 4 2 0

d. Are signs visible, legible, and in generally good condition? 2 1 0

e. Are range targets visible, serviceable, with yardage marked? 2 1 0

f. Are proper turf management practices in place to include adequate drainage? 2 1 0

Total Pts Available: 18 Total Pts Earned: 0

0%

NOTES:

12 SNACK BAR YES INCOMPLETE NO N/A Score

a. Are all of the products on the menu available? 2 1 0

b. Are specials advertised and available? 2 1 0

c. Is service time appropriate to style of food delivery? 2 1 0

d. Were presentations appetizing, fresh, and appealing? 2 1 0

e. Are recipes available for staff and followed? 4 2 0

f. Are portion controls in place & followed? 4 2 0

g. Were the table/chairs clean and neat? 2 1 0

h. Are the menus clean and updated? 2 1 0

i. Are the last 3 Preventive Medicine (sanitation) inspections on file? 6 3 0

j. Are all findings corrected w/in specified time? 2 1 0

k. Are the kitchen service and storage areas clean and organized? 4 2 0

l. Are the bar service and storage areas clean and organized? 4 2 0

m. Are any Portable F&B operations equipment clean and well stocked? 2 1 0

n. Are JSPVP rebates credited to the correct activity? 2 1 0

o. Are par inventory levels established? 2 1 0

p. Is stock being properly rotated (FIFO)? 2 1 0

Total Pts Available: 44 Total Pts Earned: 0

0%

NOTES:

13 GOLF STANDARDS

BM/STD YTD XXX% ≥ 80% 79-50% <50% N/A SCORE

a. Prime Vendor usage 80% 10 5 0

Last Year Current Year Variance

< or = up to +5% >5% N/A SCORE

b. Labor % meets fiscal year standard? 10 5 0

≥ 15% 14.9%-0% <0% N/A SCORE

c. Actual NIBD vs. Standard NIBD 10 5 0

≥ 70% 69-50% <50% N/A SCORE

d. Participation 10 5 0 e Management Certification (PGA Class A/GCSAA) Good Standing IN-PROGRESS NO-PROGRESS N/A SCORE

10 5 0

Total Pts Available: 50 Total Pts Earned: 0

0%

GOLF BENCHMARKS Summary: Non - Rated

PROGRAM BENCHMARKS AND STANDARDS Last Year Current Year Variance

a. Overall Labor 50% 0% ERROR:#DIV/0!

b. Pro Shop COGS 72% 0% ERROR:#DIV/0!

SNACK BAR BENCHMARKS

a. Labor 35% 0% ERROR:#DIV/0!

b. COGS 35% 0% ERROR:#DIV/0!

c. OOE 10% 0% ERROR:#DIV/0!

QSR SUM

Program Scorecard - Quick Service Operations

GARRISON

ACTIVITY

DATE 31-Dec-99

HQ-REGION

TEAM MEMBERS

LEGEND: 100% - 90% =

89% - 75% =

74% - 0% =

ACTIVITY SUMMARY TOTAL POINTS AVAILABLE TOTAL POINTS EARNED %

TOTAL SCORE 232 0 0%

1 - GUEST SERVICE 38 0 0%

2. - SANITATION and MAINTENANCE 44 0 0%

3 - PRODUCT QUALITY 34 0 0%

4 - MANAGEMENT and ADMINISTRATION 76 0 0%

5 - FOOD & BEVERAGE STANDARDS 40 0 0%

COMMENTS:

NOTE: If any area or item within an area is non-applicable, enter 99 into the Grey "N/A" column. This will deduct the allotted points for that Section from the Total Points available.

Updated: 5-Mar-15

QSR SC

Program Scorecard - Quick Service Operations

GARRISON 0 PAGE 1 OF 3

ACTIVITY 0

DATE 31-Dec-99

1 GUEST SERVICE YES INCOMPLETE NO N/A Score

a. All Guest Entry and Service Areas Well Lit 2 1 0

b. Team Uniforms Neat, Complete and According to Standard 2 1 0

c. Team Members Fully Understand menu and Assist Guests with Orders 2 1 0

d. Staffing Levels Adequate for sales Volume 4 2 0

e. Service is Friendly and Efficient 4 2 0

f. Ticket Times Within Acceptable Standard 4 2 0

g. Departmental and Position Cross Training Encouraged and Practiced 2 1 0

h. Promotions and Limited Time Offers Planned and Properly Executed 4 2 0

i. Stage is Set at Opening and Each Shift 2 1 0

j. Annual Guests Surveys Are Conducted via Marketing & Advertising 2 1 0

k. Annual Guest Service Training Conducted and Documented 2 1 0

l. Annual Alcohol Server Intervention Program (ASIP) Training Conducted and Documented. 2 1 0

m. Product Merchandising Well Placed and Effective 2 1 0

n. Manager is Fully Engaged During Peak Service Periods 4 2 0

Total Pts Available: 38 Total Pts Earned: 0

0%

NOTES:

2 Sanitation and Maintenance YES INCOMPLETE NO N/A Score

a. Parking Lot, Dumpster Enclosure, General Grounds and Entryways Properly Maintained 4 2 0

b. Facility and Equipment Clean and Properly Maintained. 6 3 0

c. All Foodservice and Stockroom Areas Clean and Orderly 4 2 0

d. Restrooms Cleaned, Stocked and Routinely Attended To 6 3 0

e. All Dining and Guest Service Areas Cleaned, Stocked and Routinely Attended To 6 3 0

f. All Staff Observing Proper ServSafe Techniques 6 3 0

g. Chemicals Stored Properly 2 1 0

h. Manager ServSafe Certified 2 1 0

i. Annual Staff ServSafe Training Conducted and Documented. 4 2 0

j. Staff is Afforded All Necessary Tools and Supplies to Perform Tasks Properly 4 2 0

Total Pts Available: 44 Total Pts Earned: 0

0%

NOTES:

Program Scorecard Food - Beverage & Entertainment PAGE 2 OF 3

3 Product Quality YES INCOMPLETE NO N/A Score

a. Menu Item Ingredient Specifications Strictly Adhered To 4 2 0

b. Recipes Consistently Adhered to Including Promotions 6 3 0

c. Annual manager and Team Member menu Refresher Training Conducted 2 1 0

d. All Applicable layout and Setting charts Posted, Up-to Date and Followed 2 1 0

e. All Advertised Products Available for Sale 6 3 0

f. Plating Guidance Adhered to for All Menu Items 4 2 0

g. Proper Portion Control Displayed on All Menu Items and Promotions 6 3 0

h. Posted Hot Holding Times Adhered To 2 1 0

i. Appearance of All Menu Items Appealing and According to Standard 2 1 0

Total Pts Available: 34 Total Pts Earned: 0

0%

NOTES:

4 Management and Administration YES INCOMPLETE NO N/A Score

a. Internal Controls in Place and Monitored Daily 6 3 0

b. Manager Formally Trained in Financial Management to Include Annual Budget/Business Plans 2 1 0

c. Inventory Levels Appropriate for Sales Volume and FIFO Applied 2 1 0

d. Manager Reviews Monthly Financial Statements and POS Reports 4 2 0

e. Daily MIS Reporting Complete and Utilized to Correct Operational Deficiencies 4 2 0

f. Coding of Departmental Income and Expenses Accurate and Appropriate 2 1 0

g. Recipe Database and Inventory Vehicle Maintained. 4 2 0

h. Complete Menu Pricing Review Conducted No Less Than Annually 4 2 0

i. POS, Menu Board, Promotional Materials and Printed Menus Complete/Accurate 2 1 0

j. Personnel Requirements Document Updated and Accurately Reflects Staffing Needs 4 2 0

k. Actively and Aggressively Recruiting thru All Viable Staffing Methods 4 2 0

l. Individual Development Plans in Place for All Managers and Supervisory Staff 4 2 0

m. Hours of Operation Reflect Sound Business Practice 2 1 0

n. POS Maintained to Ensure Proper Data Gathering Capability and Order Processing 4 2 0

o. All Point-of-Purchase Materials Conspicuous and Professional 4 2 0

p. Facility Signage Adequate, Appropriate and Professional 4 2 0

q. Local Advertising Efforts Well Rounded and Timely 4 2 0

r. Communication with Area Manager Appropriate and Timely 4 2 0

s. CPMC Submissions Adequate and Appropriate 4 2 0

t. Financial Standards and Benchmarks Met 8 4 0

Total Pts Available: 76 Total Pts Earned: 0

0%

NOTES:

Program Scorecard Food - Beverage & Entertainment PAGE 3 OF 3

5 FOOD & BEVERAGE STANDARDS

BM/STD YTD XXX% ≥ 80% 79-50% <50% N/A SCORE

a. Prime Vendor usage 80% 10 5 0

Last Year Current Year Variance

> 5% >2 <5% <2% N/A

10 5 0

b. Actual Net Revenue vs. Actual Prior Year Net Revenue $ - 0 $ - 0 $ - 0 ERROR:#DIV/0!

>10% >10% <15% >15% N/A SCORE

c. Actual NIBD vs. Budgeted NIBD 10 5 0

WITH IN 4 YEARS IN-PROGRESS NO-PROGRESS N/A SCORE

d Management Certification 10 5 0

Total Pts Available: 40 Total Pts Earned: 0

0%

FOOD & BEVERAGE BENCHMARKS Summary; Non-Rated

Last Year Current Year Variance

Contribution Margin (NIBD) % 0% ERROR:#DIV/0!

Contribution Margin (NIBD) $ $ - 0 ERROR:#DIV/0!

PROGRAM ROLLUP Actual % Last Year Current Year Variance

a. Labor 42% 0% ERROR:#DIV/0!

b. COGS 40% 0% ERROR:#DIV/0!

c. OOE 10% 0% ERROR:#DIV/0!

SNACK BAR BENCHMARKS

a. Labor 35% 0% ERROR:#DIV/0!

b. COGS 35% 0% ERROR:#DIV/0!

c. OOE 10% 0% ERROR:#DIV/0!

CATERED FOOD BENCHMARKS

a. Labor 30% 0% ERROR:#DIV/0!

b. COGS 30% 0% ERROR:#DIV/0!

c. OOE 10% 0% ERROR:#DIV/0!

BAR BENCHMARKS

a. COGS 25% 0% ERROR:#DIV/0!

b. Labor 30% 0% ERROR:#DIV/0!

c. OOE 10% 0% ERROR:#DIV/0!

CATERED BAR BENCHMARKS

a. COGS 25% 0% ERROR:#DIV/0!

b. Labor 25% 0% ERROR:#DIV/0!

c. OOE 5% 0% ERROR:#DIV/0!

BINGO BENCHMARKS

a. *NIBD 15% 0% ERROR:#DIV/0!

SCORING GUIDANCE FBE

PROGRAM SCORING GUIDANCE FOOD & BEVERAGE, ENTERTAINMENT

1. GUEST SERVICE

a. Are all guests greeted and assisted?

Yes All guests greeted promptly, staff tenor positive, serving guests in a professional manner.

Incomplete Guest experience largely positive but lacks friendliness and timeliness as noted.

No Completely poor behaviors from staff leading to intolerable guest service.

b. Is there a guest feedback program in place?

Yes The guest feedback program (such as comment card, guest voice, or focus group other than ICE) is developed, and utilized improving guest service quality.

Incomplete A program is in place, but not actively utilized.

No No program is in place to obtain guests' feedback.

c. Are employees trained for guest service within first month?

Yes All new recruits trained within mandatory 30 day period.

Incomplete Not all new recruits trained within mandatory 30 day period and/or only some team members trained.

No New recruits not trained within mandatory 30 day period.

d. Annual Guest Service Training Conducted and Documented

Yes All Management and team members trained annually is documented.

Incomplete Manager not in attendance and/or only some team members trained annually.

No Managers and/or all but 1 or 2 team members are completely untrained.

e. Are guests thanked for their business with a smile?

Yes All guests thanked with a smile, staff tenor positive, and reminded about returning business.

Incomplete Most guests thanked, but with unprofessional attitude.

No Most guests NOT thanked due to lack of adequate staffing and/or poor behavior.

f. Are employees empowered to resolve guest dissatisfaction on the spot?

Yes Guidance for handling guest complaints was provided, and systematically followed to satisfy guest complaints and recorded.

Incomplete Guidance for handling guest complaints was provided, but not followed or recorded properly.

No Employees do not have authority to solve guest dissatisfaction on the spot.

g. Staffing Levels are adequate for Sales volume.

Yes All team members are busy and guests are well served. Overall staffing is adequate and payroll is commensurate to sales volume.

Incomplete Not all staff active and/or adequate staffing not properly applied based on volume.

No Understaffing resulting is sub-standard guest service, or some team members standing around or spread to thin as noted.

h. Is there a "Standard Sequence of Service Procedure" established ?

Yes Standard Sequence of Service Procedure is established for each position and properly trained and revised as necessary.

Incomplete Standard Sequence of Service Procedure is established, but not followed and/or trained an not updated.

No No Standard Sequence of Service Procedure established.

2. EMPLOYEE

a. Has employee received position appropriate training?

Yes All staff members received written position guide and training documented by HR Orientation Checklist.

Incomplete All staff or most of staff received the training as on-the-job training without written position guides.

No Position training is NOT conducted and without written position guide.

b. Are uniforms and name tags in good condition, worn properly and used for all employees?

Yes Everyone is in uniform, looks sharp and is wearing their logo shirt, apron, hat and nametag as specified.

Incomplete All team members are in uniform; however, replacement of uniform items are required as noted.

No Majority of employees are NOT in uniform.

c. Are current Individual Development Plans (IDP) in place for NF3/GS-5 and above?

Yes All employees have a current and active IDP.

Incomplete All IDPs are current, but not active.

No IDPs are outdated. Or, IDP's have yet to be formulated and activated for all staff.

d. Are there Current Performance Standards for all employees?

Yes Performance Standards for each position are current, that have been developed and reviewed by management and employee together.

Incomplete Management and Employee is not in the process of writing performance standards.

No There are no Performance Standards for all positions.

e. Are there Annual Performance Evaluations for all employees IAW AR215-3?

Yes All employees received "Performance Evaluations" annually.

Incomplete More than 25% of employees didn't received "Performance Evaluations" annually.

No More than 50% of employees didn't received "Performance Evaluations" annually.

f. What is the overall assessment of employee morale?

Yes Employee attitude showed high and positive morale which translates into positive motivation, increased productivity, exceeding expectations for performance and happy employees and guests.

Incomplete Some positive and some negative employees' attitude was observed, and no positive motivation observed.

No Most employees performed their job, because it was his/her job. There was no fun, motivation, and happy employees.

g. Are team members who serve alcohol ASIP/ServSafe Alcohol (or equivalent) certified?

Yes All new employees trained within mandatory 30 day period and all team members trained at a minimum annually.

Incomplete Not all new employees trained within mandatory 30 day period and/or only some team members trained.

No New employees not trained within mandatory 30 day period.

h. Are team members who serve food ServSafe (or equivalent) trained?

Yes All staff trained within past year via MWR Academy, MWR Academy On-Line Course, Certified manager, Area manager or Preventive Medicine representative.

Incomplete Current employees trained but not on an annual basis.

No Employees not certified.

i. Is there an "Employee Recognition Program" established?

Yes The program was in place, and utilized improving employees' motivation and morale.

Incomplete The program was in place, but lack of participation by management.

No There is no "Employee Recognition Program" established.

3. MANAGEMENT

a. Has management completed mandatory applicable training?

Yes Manager verifiably completed all the required training.

Incomplete Manager yet to be trained but verifiably scheduled for training completion with 6 months.

No Manager not trained nor scheduled for training in next 6 months.

b. Is management present during peak hours?

Yes Management is actively involved during peak service times.

Incomplete Management provides inconsistent oversight during peak periods.

No Manager is in office or unavailable during peak service times.

c. Is management actively involved in providing service?

Yes Management is actively involved in service.

Incomplete Management engages only when requested to.

No Management uninvolved any customer service.

d. Is management cordial and welcoming?

Yes Management showed very professional manner toward guest service all the time.

Incomplete Guest experience largely positive, but lack of friendliness or welcoming.

No Management are not cordial and welcoming.

e. Is management appropriately dressed & wearing a nametag?

Yes All Management is appropriately dressed and wearing a nametag.

Incomplete Some of management is not appropriately dressed and/or no nametag.

No A majority are not appropriately dressed and/or no nametag.

f. Manager Conducts and Documents periodic Staffing Meetings.

Yes Periodic staffing meetings were held and documents.

Incomplete Staffing Meeting were held when required as noted.

No No staffing meetings was held within last 12 months.

g. Departmental Supervisors conduct Pre-Shift Meetings as matter of routine.

Yes Supervisors conduct Pre-Shift Meetings for each shift every day.

Incomplete Supervisors conduct Pre-Shift Meetings when necessary as noted.

No There was no Pre-Shift Meetings.

h. Does management execute their Individual Development Plan (IDP)?

Yes All managerial staff IDPs are current and active.

Incomplete Not all IDPs are current..

No Managerial staff does not have current and active IDPs.

i. Management certified in ServSafe (or equivalent)

Yes Manager verifiably certified.

Incomplete Manager yet to be certified but verifiably scheduled for certification completion with 6 months.

No Manager not certified nor scheduled for certification in next 6 months.

j. Is management ASIP/ServSafe Alcohol (or equivalent) certified?

Yes Manager verifiably certified.

Incomplete Manager yet to be certified but verifiably scheduled for certification completion with 6 months.

No Manager not certified nor scheduled for certification in next 6 months.

k. Does Management use labor cost control tool to utilize available labor hours

Yes Manager fully engaged in forecasting revenue and scheduling labor according to expected revenue for the week.

Incomplete Manager has basic understanding of labor cost model but does not make changes in schedule according to weekly revenue forecast.

No Manager does not use labor cost control model and continues to schedule accordingly.

l. Does management conduct monthly financial review & analysis?

Yes Manager fully engaged in routine financial reviews. Manager monitors monthly statement and POS monthly analysis/reporting and provides remedies in solving related financial issues.

Incomplete Manager has basic understanding of financial yet does not review monthly POS menu analysis and does not act to implement changes.

No Manager does not review financial statements, complete POS reporting and/or understand basic elements of GLAC's, COGS, Labor, OOE or NOBD as noted. Retraining is required.

m. Does management track daily revenues and expenses (MIS)?

Yes Daily MIS reporting is completed, reviewed daily for accuracy and utilized effectively in evaluating business trends and cost center oversight.

Incomplete Daily MIS reporting is completed yet not necessarily reviewed by management on a daily basis. Usefulness of MIS as a management tool is questionable.

No Daily MIS reporting is incomplete and cannot be relied upon by management to assist in operational control in any meaningful measure.

n. Does management produce three standard reports, analyze them, and make program adjustments based on the result? (what's hot and what's not, Daily sales report, and Hourly sales report) from the POS?

Yes Management produced standard reports for reviewing operational current status, and taking necessary action.

Incomplete Management can generate the reports, but not fully utilized.

No Management does not generate any standard reports, nor utilizes them.

o. Personnel Requirements Document updated and accurately reflects staffing needs.

Yes PRD reflects an adequate number of positions and position types based on facility requirements, business volume and local dynamics.

Incomplete PRD is outmoded and requires adjustments as noted.

No PRD is dramatically understated in order to achieve proper staffing complement as noted.

p. Departmental and Position Cross-Training Encouraged and Practiced

Yes All staff members within foodservice activity have an active understanding and can perform all functions consistently and with confidence. Where applicable, departmental cooperation is realized through active cross-training and all staff members are encouraged to assist one another in all aspects of operations.

Incomplete Only some staff…