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Roadster diner / Deek Duke Mystery Shopping

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Rd & DD Brief

• Roadster diner first opened its chrome and glass doors to the public in Ashrafieh, in 1998.

• Roadster branches are divided between Dine In & Delivery.

• In 2003, in the heart of Ashrafieh, Deek Duke restaurant opened its doors.

• Deek Duke branches are divided between Dine In & Delivery.

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RD & DD Brief For Dine In & Delivery

• Scenario Reading: is the steps to be followed during your inspection. It is stated in the Survey Summary Box at the beginning of the survey. Click on the and the following will be shown:

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• Variable: It includes the time of the visit/delivery, amount due to be paid as well as the ordered items

• Food Cost & Fees:

Dine In: Food Cost: LBP 45,000 + LBP 3,000 + LBP 2,000

Delivery: Food Cost: LBP 48,000 + LBP 2,000

Fees per report: LBP 12,000

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• You are not allowed to go alone; a minimum of 2 persons should visit the restaurant

• In case a team member was not wearing a nametag; a full

description of the team member should be stated in the survey. For example: He was tall and of an average weight. He has black hair and tanned skin.

Dine In

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• Don’t pay by Credit Card

• For Dine In; make sure not to lose the check number. So

you either take the bill at the end of the visit or take a picture of it Discreetly

• For Delivery, you should send us a clear picture of the bill • Take pictures of the restrooms Only

Dine In

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Good VS Bad

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Notes:

You will be checking the cleanliness, posture and the hygiene of the waiter along his uniform: white shoes are worn for Roadster diner team members and black ones for Deek Duke.

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Option 1:

• You can dial a missed call at each stage

• You can add on your phone book: arrival, menu, food order, etc

Option 2:

• You can use the notes option in your cell phone

During dine in, how to take notes?

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Delivery • Before you start recording, you need to make sure that your

phone has enough memory that enables you to record the whole conversation with the operator.

• Record the conversation between you and the operator.

• RD & DD Delivery Inspections require filling 2 surveys:

• Call Center Survey: This survey is about evaluating the operator

• Delivery Survey: This survey is about evaluating deliveryman, dispatcher & food quality.

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Delivery

• Take picture of the food wrapped and

Unwrapped ; Don’t miss any item

including condiments and accompaniments.

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Fries must be pictured that way, in order to assess their quantity.

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Delivery

• In case the deliveryman was not wearing a

name tag; a full description should be stated in the survey. (You need to describe the height; weight, skin color, hair color…). For example: He was of an average height and weight. He has dark hair and tanned skin.

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Check Folder Procedure:

The delivery man must give you the bill inserted in a check folder from now on, and then return the change with the bill inserted in the check folder. A question was added to the delivery checklist in order to evaluate if the procedure is followed or not.

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The shopper account must be objective and straight to the point. All reports must be submitted within 24 hours

Rules and Regulations