store visit
DESCRIPTION
quality, assuranceTRANSCRIPT
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William Rosenthal April 6, 2012 Store Visit #3 I arrived at the start of the business day at this location. The outdoor window has a “Now catering” advertisement in the window along with various sandwiches, though it also has some other signs simply printed on paper that advertise discounts to various professions. The hours are clearly posted and the patio area is clear of debris and ready to seat customers, though the tables were not wiped down. The location did not open until approximately 10 minutes after its advertised hours of operation. The cashier greeted me with hello, but did not engage me in regards to the menu despite my efforts to be labored in making a decision. She asked me if I wanted “anything else”, but did not do an adequate job of up selling me to any other items specifically, though she did offer me a water glass. She did don gloves to prepare my food, but was not wearing a hat, though her hair was up, albeit rather lengthy. She was not wearing Spicy Pickle attire and was the supervisor/manager of the location. I was able to use my gift card and was not asked for my name when I was done placing my order. The time of the receipt also does not match the actual time as my receipt reflects 1033 and it was not until approximately 1040 that I placed my order. Another female employee, who is taller and heavier set, was wearing proper attire to include a hat, but she also operated from the same cash drawer that the manager used to ring me up when another customer walled in. The restaurant itself looked clean as I found my seat and the tables were also clean. The drink station was not wiped down and did not have a clean appearance. I received my order approximately ten minutes after ordering it. The same person who prepared it brought it to me. She did not repeat the order to me, but she just brought it to me and placed it on my table in front of me.
I ordered the Bandido sandwich. The presentation on the plate was not consistent with plate presentation I have had at other locations. My sandwich was stacked partially on the other half of my sandwich. The pickle was not squarely on the plate and did not look fresh, as it had splotches of dark green on the sides and appeared to be old, thus I chose not to eat it. The pasta salad was placed in the corner of the plate and was on the side of the plate, not within the plate.
While seated, other customers came in and ordered, but the manager/cashier did not ask for their names nor did she do an adequate job of outlining items to up sell specifically. While seated, there was no attempt to pre-‐bus nor engage the customer(s) asking how their meal was.
The lights worked properly in the male bathroom, but the toilet in the men’s room was not clean, as paper towels and toilet paper were in the toilet, yet there were no male staff members on the shift and the trash bin had trash in it, thus it appears that the trash was not taken out the previous day, nor was the bathroom cleaned. A third female employee arrived to work wearing a Spicy Pickle visor, but she had on a plaid shirt, not a proper shirt for her shift and did not change shirts
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while I was there. She also was checking on food without wearing any gloves. A fourth female employee, clocked in, and immediately grabbed a drink cup. She was also not wearing the proper uniform or a hat despite handling food. She put on a pair of gloves only after handling the first order without having them on initially. All four of the employees congregated in the food area gossiping and conversing.
The fourth female employee, who was African American, greeted a customer who walked in, but the other three carried on with their conversation, which was quite audible and not appropriate for the workplace. The customer stayed at the menu trying to decide what to order and the fourth employee chose not to engage the customer in assisting her with an order. She also rang her order up on the same drawer that the other three employees had used prior to her arrival. She did ask for the customers name on the to-‐go order, but she also did not do an adequate job in up selling nor did she repeat their name when giving both customers their orders that they had placed. The third female employee, who had red hair, was handling food without wearing gloves, though she did don a pair of gloves after grabbing a sandwich from the microwave. The female employee with red hair also rang up an order on the same drawer that all other employees had been using. She did up sell a drink and made food recommendations when questioned, but did not do this on her own.
At no point did any of the employees engage me while I observed them, as they were more focused on their conversation and preparing orders. If I had to make a recommendation for this restaurant, I would not recommend this restaurant, as this environment was straight out of high school and unprofessional. There was also no departure greeting, as I exited the building at 1115am.