For Takeout, Delivery, And Catering Orders — Confidential: For Internal Use Only
Field | Detail |
Date | |
Shift | |
Manager On Duty | |
Completed By | |
Order Volume (Estimated) | |
Platforms Active Today | ☐ Own Delivery ☐ Third-Party Platform(S) — Specify: _______________ ☐ Takeout Only ☐ Catering ☐ All |
Section 1 — Pre-Shift Setup And Readiness
# | Item | ✔ | Notes |
Staffing And Role Assignment | |||
1.1 | The Delivery Coordinator/Expeditor For The Shift Has Been Identified And Briefed. | ☐ | |
1.2 | The Boh Team Is Aware Of The Expected Delivery Volume For The Shift | ☐ | |
1.3 | Driver(S) Are Confirmed, On Site, And Ready — Names And Contact Numbers Logged. | ☐ | |
1.4 | Backup Driver Or Contingency Plan Confirmed For High-Volume Or Long Shifts | ☐ | |
1.5 | All Staff Involved In Delivery Have Washed Their Hands And Are In The Correct Uniform And Ppe | ☐ | |
Station Setup | |||
1.6 | The Designated Packaging Station Is Clean, Sanitised, And Fully Stocked | ☐ | |
1.7 | Insulated Delivery Bags Are Clean, Odour-Free, And In Good Condition — Damaged Bags Removed. | ☐ | |
1.8 | Sufficient Stock Of All Container Types Confirmed (Hot Boxes, Cold Containers, Sauce Cups, Salad, Soup, Dessert Containers) | ☐ | |
1.9 | Tamper-Evident Seals/Stickers Stocked And Accessible | ☐ | |
1.10 | The Label Printer Or Label Stickers Are Confirmed To Be Operational | ☐ | |
1.11 | Temperature Probe Cleaned, Calibrated, And Confirmed Functional | ☐ | |
1.12 | The Temperature Log Sheet For The Shift Is Prepared And Accessible | ☐ | |
1.13 | Sufficient Stock Of Napkins, Utensils, Wet Wipes, Condiment Sachets, Straws, And Branded Accessories | ☐ | |
1.14 | Printed Allergen Matrix Accessible At The Packaging Station | ☐ | |
1.15 | Ice Packs In Freezer And Heat Packs Stocked If Required By Menu | ☐ | |
Technology And Systems | |||
1.16 | Pos System Confirmed Operational And Synced With All Active Delivery Platforms | ☐ | |
1.17 | All Delivery Platform Apps Confirmed Open, Accepting Orders, And Correctly Displaying Today's Menu. | ☐ | |
1.18 | Any Unavailable Items Or Out-Of-Stock Ingredients Are Updated Across All Platforms Before Going Live. | ☐ | |
1.19 | Printer Confirmed Operational And Paper Loaded | ☐ | |
1.20 | Backup Handwritten Ticket System Accessible In Case Of Pos Failure | ☐ | |
1.21 | Driver's GPS/Navigation App Confirmed Functional | ☐ | |
1.22 | Driver's Phone Charged And On — Contact Number Confirmed With Coordinator | ☐ | |
Driver Pre-Shift Vehicle Check | |||
1.23 | Vehicle Is Clean Inside And Out — No Food Debris, Odours, Or Contamination Risk. | ☐ | |
1.24 | Vehicle Has Sufficient Fuel For The Shift — Fuel Level Logged: _______________ | ☐ | |
1.25 | Insulated Delivery Bags Loaded And Secured In The Vehicle | ☐ | |
1.26 | Driver Has The Correct Change Float (For Cash Orders) — Amount Confirmed: _______________ | ☐ | |
1.27 | The Driver Has Printed Route Sheets Or Confirmed Gps Access | ☐ | |
1.28 | Vehicle Roadworthy — No Warning Lights, Tyres In Safe Condition | ☐ | |
1.29 | Driver Has A Valid Driver's Licence — Confirmed: ☐ Yes ☐ No ☐ On File | ☐ | |
1.30 | Driver's Phone Mount/Hands-Free Confirmed Operational | ☐ | |
Sign-Off | Pre-Shift Setup Completed By: | Time: |
Section 2 — Order Receipt And Confirmation
Field | Detail |
Order Reference Number | |
Platform / Source | ☐ Own Pos ☐ Phone ☐ Third-Party App — Specify: _______________ ☐ Messaging App ☐ Catering Advance Order |
Order Received Time | |
Promised Ready / Delivery Time |
# | Item | ✔ | Notes |
Order Verification | |||
2.1 | Order Details Confirmed Against The Pos Ticket Or App Screen — Items, Quantities, Modifications, And Special Notes All Match | ☐ | |
2.2 | Customer Name Confirmed And Legible On The Ticket | ☐ | |
2.3 | Delivery Address Confirmed — Including Suburb/District, Unit Number, Building Name, Gate/Access Code, And Floor Or Apartment Details | ☐ | |
2.4 | Customer Contact Number Confirmed And Accessible To The Driver | ☐ | |
2.5 | Preferred Contact Method Noted — ☐ Call ☐ Message ☐ Ring Bell ☐ Leave At Door | ☐ | |
2.6 | Payment Status Confirmed — ☐ Paid Via App ☐ Paid Via Card ☐ Cash On Delivery — Amount: _______________ ☐ Account/Invoice | ☐ | |
2.7 | Any Special Timing Requirements Noted | ☐ | |
2.8 | Order Flagged For Priority If Time-Sensitive — ☐ Yes ☐ No | ☐ | |
Allergen And Dietary Verification | |||
2.9 | All Dietary Modifications Identified And Highlighted On The Ticket (Vegan, Vegetarian, Halal, Kosher, Gluten-Free, Dairy-Free, Nut-Free, Etc.) | ☐ | |
2.10 | Any Severe Allergen Noted And Flagged To The Head Chef Or Senior Cook Immediately. | ☐ | |
2.11 | Allergen-Containing Items Identified, And Preparation Isolation Confirmed | ☐ | |
2.12 | If A Substitution Was Required Due To Unavailability, The Customer Has Been Notified And Confirmed Acceptance — ☐ Yes ☐ N/A | ☐ | |
Estimated Preparation Time Communication | |||
2.13 | Automated Confirmation Sent Via Platform (Where Applicable) | ☐ | |
2.14 | If Phone Order: Customer Given Realistic Quoted Time And Verbally Confirmed — Time Given: _______________ | ☐ | |
2.15 | Ticket Time-Stamped And Placed In Preparation Queue | ☐ |
Section 3 — Food Preparation Standards
Field | Detail |
Order Reference |
# | Item | ✔ | Notes |
Kitchen Preparation | |||
3.1 | Ticket Reviewed By The Head Chef Or Senior Cook Before Preparation Begins | ☐ | |
3.2 | All Modifications And Special Instructions Are Clearly Communicated To Each Relevant Station. | ☐ | |
3.3 | Correct Ingredients Verified — Expiry Dates Checked On Any Perishables Used In This Order. | ☐ | |
3.4 | Food Prepared Fresh — No Reheating Of Previously Held Items Unless Authorised And Within Food Safety Guidelines. | ☐ | |
3.5 | Correct Portion Sizes Plated — Verified Against The Standard Portion Guide | ☐ | |
3.6 | Presentation Standard Maintained — Food Should Leave The Kitchen As If Plated For Dine-In | ☐ | |
Allergen Preparation Controls | |||
3.7 | Allergen-Free Or Modified Dishes Prepared At A Clean, Cleared Station With Freshly Sanitised Surfaces, Utensils, And Boards | ☐ | |
3.8 | New Gloves Are Worn For Allergen-Sensitive Preparation — Gloves Are Changed After Any Contact With Allergen-Containing Items. | ☐ | |
3.9 | Allergen-Safe Dish Prepared Last In The Sequence To Minimise Cross-Contamination Risk. | ☐ | |
3.10 | The Head Chef Or Senior Cook Has Physically Inspected And Signed Off On The Allergen-Sensitive Dish Before It Moves To Packaging. | ☐ | |
Temperature Verification Before Packaging | |||
3.11 | Hot Items Are Probed And Confirmed At Or Above 65°c / 149°f Before Packing | ☐ | |
3.12 | Cold Items Confirmed At Or Below 5°c / 41°f Before Packing | ☐ | |
3.13 | Any Item Outside The Safe Temperature Range Returned To The Kitchen — Not Packed. | ☐ | |
Temperature Log | |||
Item 1 | Temperature Recorded: _______________ ☐ Safe ☐ Not Safe — Action Taken: _______________ | ||
Item 2 | Temperature Recorded: _______________ ☐ Safe ☐ Not Safe — Action Taken: _______________ | ||
Item 3 | Temperature Recorded: _______________ ☐ Safe ☐ Not Safe — Action Taken: _______________ | ||
Item 4 | Temperature Recorded: _______________ ☐ Safe ☐ Not Safe — Action Taken: _______________ | ||
Quality Control Sign-Off | |||
3.14 | The Head Chef Or Expeditor Has Visually Inspected All Items Against The Order Ticket. | ☐ | |
3.15 | Presentation, Portion, And Completeness Verified | ☐ | |
3.16 | Taste-Check Conducted Where Appropriate, E, And The Result Satisfactory | ☐ | |
3.17 | Items Approved For Packaging | ☐ | |
Sign-Off | Quality Sign-Off By: | Time: |
Section 4 — Packaging And Presentation
Field | Detail |
Order Reference |
# | Item | ✔ | Notes |
Container Selection | |||
4.1 | Correct Container Type Selected For Each Item — No Substitutions That Compromise Temperature Retention Or Presentation | ☐ | |
4.2 | Hot Items: Insulated Containers Or Foil Containers With Secure Lids | ☐ | |
4.3 | Fried Or Crispy Items: Vented Containers To Prevent Steam Buildup And Sogginess — Vents Confirmed Open But Covered With A Breathable Flap | ☐ | |
4.4 | Soups, Sauces, Gravies: Double-Sealed Containers — Lid Pressed Firmly And Secondary Seal Or Wrap Applied | ☐ | |
4.5 | Cold Items: Appropriate Cold Containers, Separated From Hot Items | ☐ | |
4.6 | Desserts: Rigid-Sided Containers To Prevent Shifting And Damage During Transit | ☐ | |
4.7 | Beverages: Spill-Proof Sealed Cups With A Carrier, Or Securely Lidded Bottles | ☐ | |
Temperature Management In Packaging | |||
4.8 | Hot And Cold Items Packed In Physically Separate Bags — Never In The Same Compartment | ☐ | |
4.9 | Heat Packs Are Activated And Placed Correctly In An Insulated Bag (Beside, Not Under, Hot Containers) | ☐ | |
4.10 | Ice Packs Placed In Cold Section — Confirmed Still Frozen Or Sufficiently Cool. | ☐ | |
4.11 | Bag Interior Temperature Confirmed Suitable Before Items Are Loaded | ☐ | |
4.12 | Soup And Liquid Containers Double-Checked For Secure Lids — Each Lid Pressed And Tested Before Packing. | ☐ | |
Accessories, Condiments, And Extras | |||
4.13 | Appropriate Eating Utensils Included — Correct For The Dish Type | ☐ | |
4.14 | Napkins Included — Minimum 2 Per Person, More For Messy Dishes Or Family Orders. | ☐ | |
4.15 | Wet Wipes Included For Finger Foods Or Similar Dishes | ☐ | |
4.16 | Hand Sanitiser Sachet Included Where Available | ☐ | |
4.17 | Sauces And Condiments Are Packed Separately In Sealed Containers — Not Poured Over Food Or Packed Loose. | ☐ | |
4.18 | Dressings Packed Separately For Salads | ☐ | |
4.19 | Extra Items As Requested By The Customer Confirmed And Packed | ☐ | |
4.20 | Salt, Pepper, Or Seasoning Sachets Included As Appropriate | ☐ | |
4.21 | Straws For Beverages — Biodegradable Where Available | ☐ | |
4.22 | Dessert Spoons Or Cake Forks For Dessert Items | ☐ | |
Documentation In The Bag | |||
4.23 | Printed Itemised Receipt Or Packing Slip Included — Clearly Legible | ☐ | |
4.24 | Allergen Information Sheet Included Where Relevant — Attached Inside The Bag Or To The Packaging | ☐ | |
4.25 | Branded Thank-You Note, Loyalty Card, Or Promotional Insert Included (If Applicable) | ☐ | |
4.26 | Voucher Or Discount Code For The Customer's Next Order Included (If Applicable) | ☐ | |
4.27 | Feedback Or Review Request Card Included | ☐ |
Section 5 — Food Safety And Compliance
Field | Detail |
Order Reference |
# | Item | ✔ | Notes |
Packaging Integrity | |||
5.1 | All Container Lids Are Tested By Pressing Firmly — No Item Leaves The Station With A Loose Lid. | ☐ | |
5.2 | Tamper-Evident Seal Applied To Every Container And To The Outer Bag — No Exceptions. | ☐ | |
5.3 | No Visible Leaks, Drips, Or Spills On The Outside Of Any Container | ☐ | |
5.4 | Containers Labelled With: Dish Name, Preparation Time, And Any Allergen Flags | ☐ | |
5.5 | Outer Bag Sealed With A Tamper-Evident Sticker — Seal Number Logged If Applicable | ☐ | |
Allergen Labelling | |||
5.6 | All Allergen-Containing Items Are Clearly Marked On The Outside Of The Container — Not Just On The Receipt. | ☐ | |
5.7 | "Contains Nuts / Dairy / Gluten / Shellfish" Etc. Label Applied Directly To The Relevant Container | ☐ | |
5.8 | Allergen-Free Items Marked Clearly (E.G., "No Nuts," "Gluten Free") In A Visible Position | ☐ | |
5.9 | Where A Dish Has Been Modified To Remove An Allergen, The Container Is Marked With Both The Modification And A Reminder That It Was Prepared In A Kitchen That Handles That Allergen. | ☐ | |
5.10 | Allergen Sheet In The Bag Matches The Actual Contents Of The Order | ☐ | |
Temperature Compliance Documentation | |||
5.11 | Temperature Log Completed For This Order — Readings Recorded At Preparation And At Packaging | ☐ | |
5.12 | Cold Chain Log Updated For Any Refrigerated Or Frozen Items Included In The Order. R | ☐ | |
5.13 | Any Temperature Exceedance Noted, Actioned, And Reported To The Manager On Duty | ☐ | |
5.14 | Driver Briefed On Temperature-Sensitive Items In The Order And Given Any Special Transport Instructions. | ☐ | |
Food Safety Final Gate Check | |||
5.15 | No Item Is Packed That Has Been Sitting At Room Temperature For More Than 30 Minutes Without Temperature Control. | ☐ | |
5.16 | No Item That Was Returned From A Previous Order Or Held Over From A Prior Service Is Included In This Order. | ☐ | |
5.17 | All Packaging Is Food-Safe, Clean, And Free From Damage, Contamination, Or Odour. | ☐ | |
Sign-Off | Food Safety Sign-Off By: | Time: |
Section 6 — Bagging And Final Assembly
Field | Detail |
Order Reference |
# | Item | ✔ | Notes |
Bag Organisation | |||
6.1 | Delivery Bags Sanitised On The Inside — No Residue From Previous Deliveries. | ☐ | |
6.2 | Items Loaded In Correct Order: Heavy And Stable Items At The Bottom, Fragile Items On Top, Liquids Upright And Secured | ☐ | |
6.3 | Hot Bag And Cold Bag Clearly Separated — Physically Or By Distinct Bag Colour/Label. | ☐ | |
6.4 | Non-Food Items (Napkins, Utensils, Promotional Material) Placed In A Separate Section Or Pouch — Never Under Hot Containers | ☐ | |
6.5 | Where Multiple Orders Are Dispatched Simultaneously, Each Order Is In A Completely Separate, Clearly Labelled Bag. | ☐ | |
Labelling And Identification | |||
6.6 | Outer Bag Clearly Labelled With: Order Number, Customer Name, Delivery Address, Platform/Source. | ☐ | |
6.7 | Any Special Delivery Instructions Printed Or Written On The Outside Of The Bag | ☐ | |
6.8 | Priority Level Indicated — ☐ Standard ☐ Priority ☐ Guaranteed Time: _______________ | ☐ | |
6.9 | "This Side Up" Label Applied To Any Bag Containing Liquids Or Fragile Items. | ☐ | |
6.10 | "Fragile — Handle With Care" Label Applied Where Appropriate (Layered Desserts, Large Cakes, Whole Fish Presentations, Etc.) | ☐ | |
6.11 | Catering Orders: Each Dish Labelled Individually With Dish Name And Serving Instructions | ☐ | |
Final Item Count And Verification | |||
6.12 | Final Physical Count Of All Items Against The Order Ticket — Every Item Ticked Off. | ☐ | |
6.13 | Bag Weight Cross-Checked Against Expected Weight, Where A Scale Is Available. | ☐ | |
6.14 | All Modifications Confirmed As Fulfilled | ☐ | |
6.15 | All Extras And Accessories Confirmed As Included | ☐ | |
6.16 | For Multi-Bag Orders: All Bags Confirmed As Belonging To The Same Order And Clearly Cross-Referenced | ☐ | |
Sign-Off | Final Assembly Sign-Off By: | Time: |
Section 7 — Driver Assignment And Handoff
Field | Detail |
Order Reference | |
Driver Name |
# | Item | ✔ | Notes |
Driver Assignment | |||
7.1 | Driver Assigned Based On Delivery Zone, Current Location, Vehicle Capacity, And Availability | ☐ | |
7.2 | For Complex, High-Value, Or Catering Orders: The Most Experienced Available Driver Assigned | ☐ | |
7.3 | For Multiple Simultaneous Orders: Total Bag Volume And Weight Confirmed As Manageable In One Trip | ☐ | |
7.4 | Driver's Current Location Confirmed — ☐ On Site And Ready ☐ En Route Back — Eta: _______________ | ☐ | |
7.5 | Driver Notified Of Any Time-Critical Requirements For This Order | ☐ | |
Information Handoff To Driver | |||
7.6 | Full Delivery Address Provided — Including District, Building Name, Unit/Apartment Number, Access/Gate Code, Floor Level | ☐ | |
7.7 | Customer Name And Contact Number Provided | ☐ | |
7.8 | Preferred Customer Contact Method Confirmed — ☐ Phone Call ☐ Message ☐ Do Not Disturb — Leave At Door. | ☐ | |
7.9 | Special Delivery Instructions Communicated Verbally And In Writing | ☐ | |
7.10 | Promised Delivery Time Communicated — Driver Confirms They Can Meet It — ☐ Yes ☐ No — Revised Time: _______________ | ☐ | |
7.11 | Payment Details Communicated — ☐ Paid In Full ☐ Cash On Delivery — Amount: _______________ Change Required: _______________ | ☐ | |
7.12 | Driver Briefed On Temperature-Sensitive Items And How To Transport Them | ☐ | |
Bag Handoff Physical Check | |||
7.13 | Driver Physically Counts Bags And Confirms Receipt Against The Order | ☐ | |
7.14 | Driver Confirms All Bags Are Sealed And Tamper-Evident Stickers Intact | ☐ | |
7.15 | Driver Confirms Insulated Bags Are Loaded Correctly In The Vehicle | ☐ | |
7.16 | Driver Confirms No Bags Are Placed Directly On The Vehicle Floor Without A Clean Liner Or Holder. | ☐ | |
7.17 | Handoff Time Logged: _______________ | ☐ | |
Third-Party Platform Management | |||
7.18 | Order Status Updated To "Ready For Pickup" In The Relevant App | ☐ | |
7.19 | Driver Identity Confirmed Via App Photo and ID Check Before Handoff | ☐ | |
7.20 | Order Status Updated To "Picked Up" Immediately After The Driver Departs | ☐ | |
7.21 | Estimated Delivery Time Visible And Accurate On The Platform — Updated If Required. | ☐ | |
7.22 | Customer Tracking Link Active (Where The Platform Provides This Feature) | ☐ | |
Sign-Off | Handoff Sign-Off By: | Time: |
Section 8 — Timing And Logistics Management
# | Item | ✔ | Notes |
Shift-Level Tracking | |||
8.1 | Order Log Sheet Is Active And Updated In Real Time — Every Order Logged With Received Time, Promised Time, And Dispatch Time. | ☐ | |
8.2 | Preparation Start Times Are Communicated From The Kitchen To The Coordinator For Each Order. | ☐ | |
8.3 | Any Order Running Behind The Promised Time Is Flagged To The Manager On Duty Immediately | ☐ | |
8.4 | Customer Proactively Notified Of Any Delay ExceedING 10 Minutes — Before The Promised Time Expires, Not After | ☐ |
Stage | Target | Actual | On Time? |
Order Received For Preparation Start | ≤ 3 Minutes | ☐ Yes ☐ No | |
Preparation Start in the Kitchen Complete | Per Dish Standard | ☐ Yes ☐ No | |
Kitchen Complete To Packed And Sealed | ≤ 5 Minutes | ☐ Yes ☐ No | |
Packed To Driver Dispatched | ≤ 3 Minutes | ☐ Yes ☐ No | |
Driver Dispatch To Delivery | Per Zone Target | ☐ Yes ☐ No | |
Total Order Time (Receipt To Delivery) | ≤ 45 Minutes (Standard) | ☐ Yes ☐ No |
Zone | Distance | Target Delivery Time | Actual |
Zone 1 — Local | 0–3 Km / 0–2 Mi | 20–25 Minutes | |
Zone 2 — Nearby | 3–6 Km / 2–4 Mi | 25–35 Minutes | |
Zone 3 — Extended | 6–10 Km / 4–6 Mi | 35–45 Minutes | |
Catering / Large Orders | Variable | As agreed with the client |
# | Item | ✔ | Notes |
Route Optimisation | |||
8.5 | Where Multiple Orders Are Dispatched Simultaneously, Optimal Route Sequenced Before Driver Departs | ☐ | |
8.6 | Traffic Conditions Checked Before Dispatch — Route Adjusted If Necessary | ☐ | |
8.7 | Driver Confirmed Optimal Delivery Sequence For Multi-Drop Runs | ☐ | |
8.8 | Preparation Timing Staggered For Multi-Drop Runs To Ensure No Order Sits Packed For More Than 15 Minutes Before Dispatch | ☐ | |
Kitchen Capacity Management | |||
8.9 | Maximum Concurrent Delivery Orders During Peak Have Been Communicated To All Platforms — Ordering Paused If Kitchen Is At Capacity | ☐ | |
8.10 | Delivery Order Preparation Staggered With Dine-In Service To Avoid Bottlenecks | ☐ | |
8.11 | Clear Communication Channel Between Delivery Coordinator And Head Chef On Current Queue Length And Realistic Prep Times | ☐ | |
8.12 | Manager On Duty Has Authority And Is Expected To Pause Platforms If Preparation Quality Is Being Compromised By Volume | ☐ |
Section 9 — Customer Communication And Service
Field | Detail |
Order Reference |
# | Item | ✔ | Notes |
Proactive Communication — Before Delivery | |||
9.1 | Automated Order Confirmation Sent Via Platform (Where Applicable) — Confirmed Received | ☐ | |
9.2 | Estimated Delivery Time Communicated To Customer At Time Of Order Confirmation | ☐ | |
9.3 | Customer Notified Immediately If Any Item Is Unavailable And A Substitution Or Refund Offered — Not Assumed Or Skipped | ☐ | |
9.4 | If Delay Is Anticipated: Customer Contacted Proactively With A Revised Time And A Genuine Apology — Do Not Wait For The Customer To Chase | ☐ | |
9.5 | Where Tracking Is Available: Tracking Link Sent To Customer At Time Of Dispatch | ☐ | |
9.6 | Contactless Delivery Customers: Arrival Notification Sent When Driver Is 5 Minutes Away | ☐ | |
Delivery Execution Standards | |||
9.7 | Driver Contacts Customer Upon Arrival As Per The Customer's Stated Preference | ☐ | |
9.8 | Contactless Delivery: Food Placed In The Exact Location Specified By The Customer — Photographed Before Departure | ☐ | |
9.9 | Driver Does Not Leave Food Unattended In A Location Exposed To Weather, Theft, Or Contamination Unless Explicitly Instructed | ☐ | |
9.10 | Driver Confirms Customer's Name Before Handing Over The Order — To Prevent Incorrect Handoffs | ☐ | |
9.11 | Driver Is Polite, Professional, And Presentable At All Times — Represents The Restaurant Brand At The Doorstep | ☐ | |
9.12 | High-Value Or Catering Orders: Customer Signature Obtained On Delivery Confirmation — Reference Number Noted | ☐ | |
Handling Issues At The Point Of Delivery | |||
9.13 | If Customer Reports A Missing Item At The Door: Driver Contacts The Restaurant Coordinator Immediately — Do Not Ask The Customer To Call The Restaurant Themselves | ☐ | |
9.14 | If Customer Refuses The Order Due To Condition Or Incorrect Items: Driver Does Not Argue — Notes The Refusal, Returns The Order, And Contacts The Coordinator While Still At The Address | ☐ | |
9.15 | If Customer Is Unavailable After Two Contact Attempts: Driver Follows The Protocol Below | ☐ |
Step | Protocol When Customer Is Unreachable |
1 | Call The Customer's Number Twice — Allow At Least 30 Seconds Per Attempt |
2 | Send A Message With The Driver's Location And A Photo Of The Delivery Address |
3 | Wait A Maximum Of 5 Minutes From The First Contact Attempt |
4 | Contact The Restaurant Coordinator For A Decision — Do Not Make Unilateral Decisions About Leaving Or Returning The Order |
5 | Log The Outcome With Time Stamps |
# | Item | ✔ | Notes |
Documentation And Proof Of Delivery | |||
9.16 | Photo Of Delivered Order Taken At The Door For Every Contactless Delivery — Stored With Order Reference Until End Of Shift | ☐ | |
9.17 | Customer Signature Captured For Catering, High-Value, Or Account Orders | ☐ | |
9.18 | Any Delivery Issue Noted With Time, Description, And Action Taken | ☐ | |
9.19 | Any Refused Or Returned Order Returned To The Restaurant Sealed And Logged — Not Disposed Of By The Driver | ☐ |
Section 10 — Complaint And Issue Resolution
Field | Detail |
Complaint Reference | |
Original Order Reference | |
Date And Time Complaint Received | |
Received By | |
Channel | ☐ Phone ☐ Message/Chat ☐ In-App ☐ Online Review ☐ Walk-In |
Issue Type | Details |
☐ Missing Item(S) | Specify: _______________ |
☐ Wrong Item(S) | Specify: _______________ |
☐ Food Arrived Cold | |
☐ Food Arrived Damaged Or Spilled | |
☐ Incorrect Dietary Modification | Specify: _______________ |
☐ Allergen Concern — Treat As Urgent, Escalate To Manager Immediately | |
☐ Late Delivery | Actual Time: _______________ Promised Time: _______________ |
☐ Packaging Failure | |
☐ Driver Conduct Complaint | |
☐ Food Quality Below Standard | |
☐ Other | Specify: _______________ |
# | Item | ✔ | Notes |
Immediate Actions Taken | |||
10.1 | Customer Acknowledged Within 5 Minutes Of Complaint Being Received | ☐ | |
10.2 | Manager On Duty Notified — Name: _______________ Time: _______________ | ☐ | |
10.3 | Allergen-Related Complaint: Head Chef Notified Immediately, and Incident Log Opened | ☐ | |
10.4 | Kitchen Checked And Root Cause Identified | ☐ |
Resolution Type | ✔ | Detail |
Full Refund | ☐ | Amount: _______________ Method: _______________ |
Partial Refund | ☐ | Amount: _______________ Method: _______________ |
Replacement Order Dispatched | ☐ | Eta: _______________ |
Credit/Voucher For Next Order | ☐ | Value: _______________ |
Genuine Apology With No Financial Compensation (Minor Issue, Customer Satisfied) | ☐ | |
Other | ☐ | Specify: _______________ |
Field | Detail |
Resolution Accepted By Customer | ☐ Yes ☐ No ☐ Pending |
If Not Accepted, Escalated To | |
What Caused This Issue? | |
What Has Been Done To Prevent Recurrence? | |
Does This Indicate A Systemic Problem Requiring A Process Change? | ☐ Yes — Flag To Manager ☐ No |
Complaint Logged In Incident Register | ☐ Yes ☐ No |
Platform Complaint Submitted By Customer | ☐ Yes — Response Required Within _____ Hours ☐ No |
Section 11 — Post-Delivery Review And Analysis
Metric | Result |
Total Orders Dispatched | |
Orders Delivered On Time | _______________ % |
Orders Delivered Late | _______________ % |
Complaints Received | |
Missing Item Incidents | |
Wrong Item Incidents | |
Temperature Failure Incidents | |
Refused / Failed Deliveries | |
Average Delivery Time This Shift | _______________ Minutes |
Best Delivery Time | _______________ Minutes |
Worst Delivery Time | _______________ Minutes |
Driver | Orders Completed | On Time % | Complaints | Notes |
% | ||||
% | ||||
% |
Platform | Orders Received | Cancelled | Average Rating Today | Issues |
Own / Direct | ||||
Platform 1 | ||||
Platform 2 | ||||
Platform 3 |
# | Item | ✔ | Notes |
Inventory And Waste Review | |||
11.1 | Packaging Stock Levels Checked At End Of Shift — Reorder Items Identified And Logged | ☐ | |
11.2 | Food Waste From Cancelled Or Refused Orders Documented — Cause Noted | ☐ | |
11.3 | Any Packaging Materials Running Critically Low Flagged For Next-Day Order | ☐ | |
11.4 | Insulated Bags Cleaned And Stored Correctly At The End Of The Shift | ☐ |
Field | Detail |
Items To Reorder | |
Kitchen Waste From Delivery Cancellations |
Section 12 — Equipment And Supply Management
Item | Condition | Quantity Available | Action Required |
Insulated Delivery Bags (Large) | ☐ Good ☐ Damaged | ||
Insulated Delivery Bags (Small) | ☐ Good ☐ Damaged | ||
Hot Containers (Large) | |||
Hot Containers (Small/Individual) | |||
Cold Containers | |||
Soup/Liquid Containers With Lids | |||
Sauce Cups And Lids | |||
Dessert Containers | |||
Tamper-Evident Seals/Stickers | |||
Printed Labels Or Label Rolls | |||
Napkins | |||
Utensil Sets | |||
Wet Wipes | |||
Condiment Sachets | |||
Heat Packs | |||
Ice Packs | |||
Temperature Probe | ☐ Calibrated ☐ Needs Calibration | ||
Receipt Paper/Printer Rolls |
# | Item | ✔ | Notes |
Emergency And Contingency Supplies | |||
12.1 | Minimum Backup Stock Of Core Packaging Confirmed And Accessible — Not All Stock In One Location | ☐ | |
12.2 | Emergency Contact List Posted At The Coordinator Station And Saved On The Coordinator's Phone | ☐ |
Role | Name / Number |
Driver Backup Contact | |
Delivery Platform Support — Platform 1 | |
Delivery Platform Support — Platform 2 | |
Delivery Platform Support — Platform 3 | |
Manager On Duty (After Hours) | |
Vehicle Breakdown Assistance |
Step | Contingency Protocol — Vehicle Breakdown Mid-Delivery |
1 | Driver Contacts Coordinator Immediately |
2 | Coordinator Contacts The Customer With An Honest Update And Revised Eta |
3 | Coordinator Arranges Backup Transport — Own Vehicle, Another Driver, Or A Third-Party Courier |
4 | If The Order Will Be Delayed By More Than 20 Minutes: Offer The Customer A Partial Refund, Voucher, Or Cancellation |
5 | All Costs And Details Logged |
Step | Contingency Protocol — Pos / Platform System Failure |
1 | Switch To Handwritten Order Tickets Immediately |
2 | Contact Platform Support — Report Outage And Confirm Orders Are Being Managed Manually |
3 | Do Not Accept New Delivery Orders Until System Is Restored And All Pending Orders Are Confirmed |
4 | All Manual Orders Logged For Entry Into The System Upon Restoration |
Section 13 — Technology And Systems Integration
# | Item | ✔ | Notes |
Platform And Pos Daily Checks | |||
13.1 | All Delivery Platform Apps Open And Confirmed As Online And Accepting Orders Before The First Order Period Begins | ☐ | |
13.2 | Menu On All Platforms Reviewed And Confirmed As Matching The Current In-House Menu — Including Prices, Descriptions, And Photos | ☐ | |
13.3 | Any Items Unavailable In The Kitchen Are Reflected As Such On All Platforms — Do Not Rely On Verbal Communication Alone | ☐ | |
13.4 | Platform-Specific Promotions Active Today Reviewed And Confirmed Correct | ☐ | |
13.5 | Estimated Delivery Times Shown On Platforms Are Realistic And Match Actual Operational Capability | ☐ | |
13.6 | Delivery Radius Confirmed As Active And Accurate For Today's Driver Availability | ☐ |
Platform | Commission Rate | Estimated Commission This Shift |
Platform 1 | % | |
Platform 2 | % | |
Platform 3 | % |
# | Item | ✔ | Notes |
Commission And Financial Tracking | |||
13.7 | Any Unexplained Platform Charges Or Deductions Flagged To The Manager For Investigation | ☐ | |
13.8 | Cash-On-Delivery Float Balanced And Reconciled At The End Of Shift | ☐ | |
13.9 | All Refunds Processed Via The Correct Platform Channel — Not Handled Informally | ☐ | |
Pos And Data Management | |||
13.10 | Real-Time Inventory Deducted As Orders Are Fired — No Manual Stocktake Discrepancy Building Up During Service | ☐ | |
13.11 | All Orders Synchronised Across Dine-In And Delivery Systems — No Double-Counting | ☐ | |
13.12 | System Performance Issues (Slowness, Dropped Connections, Print Failures) Logged And Reported To It Or System Provider | ☐ | |
13.13 | Daily Transaction Data Backed Up At End Of Shift — ☐ Yes ☐ No | ☐ |
Section 14 — Catering And Large Order Protocol
# | Item | ✔ | Notes |
Advance Preparation | |||
14.1 | Catering Order Confirmed In Writing With Client At Least 24 Hours In Advance — Confirmation Includes: Full Item List, Quantities, Dietary Requirements, Delivery Address, Confirmed Delivery Time, And Payment Terms | ☐ | |
14.2 | Allergen Requirements Identified And Confirmed With The Client — Written Record Retained | ☐ | |
14.3 | Packaging Requirements Assessed — Specialist Containers, Serving Trays, Warming Dishes, Or Chafing Equipment Confirmed As Available | ☐ | |
14.4 | Driver Assigned In Advance — Not Allocated On The Day | ☐ | |
14.5 | Additional Packaging Materials Ordered And On Hand | ☐ | |
14.6 | Kitchen Prep Schedule Adjusted To Accommodate The Catering Order Without Disrupting Regular Service | ☐ | |
Day-Of Catering Checklist | |||
14.7 | Preparation Begins At The Correct Time To Allow For Full Completion, Quality Check, And Packaging Before Dispatch | ☐ | |
14.8 | Each Dish Individually Labelled With: Dish Name, Quantity, Serving Instructions, Heating Instructions (If Applicable), And Allergen Flags | ☐ | |
14.9 | All Serving Utensils Included And Labelled | ☐ | |
14.10 | Serving Instructions Card Included With Each Order | ☐ | |
14.11 | Client Contact Confirmed, and Driver Has Their Direct Number | ☐ | |
14.12 | Delivery Time Confirmed With Client On The Morning Of Delivery | ☐ | |
14.13 | Chafing Fuel Or Warming Equipment Included And Operational (Where Contracted) | ☐ | |
14.14 | Client Signature Obtained On Delivery | ☐ | |
14.15 | Any Feedback Or Issues Noted And Communicated To Management Within 24 Hours Of Delivery | ☐ |
Shift Sign-Off
Field | Detail |
All Sections Completed | ☐ Yes ☐ Partially — Outstanding Items: _______________ |
Any Significant Issues This Shift | ☐ Yes — See Below ☐ No |
Issues Noted | |
Actions Taken Or Required | |
Items To Brief the Oncoming Shift About | |
Manager On Duty | |
Signature | |
Date | |
Time |
This Document Is For Internal Use Only. Retain Completed Checklists For A Minimum Of 90 Days For Quality Assurance And Dispute Resolution Purposes. Review And Update This Checklist Quarterly Or After Any Significant Operational Change.
Form Version: 3.0 | Adapted For International Use | Last Updated: _______________ | Next Review: _______________