Annexure 4: Spur Kiddies & Kiddies Service: Practical Assessment Sheet
Annexure 4: Spur Kiddies & Kiddies Service: Practical Assessment Sheet
How to complete a practical assessment:
ð Once the training has been completed, the group needs to practice their newly learnt knowledge & skills.
ð It is imperative that you, the trainer, allow the trainee to put their theory into practice.
ð Please practically assess each ‘manager”, while they are completing their daily tasks. You need to OBSERVE their actions, under normal working conditions, in order to assess them.
ð Each manager is to be assessed against the provided assessment sheet, which is to be completed by the trainer / assessor. NB: While assessing the manager, compare their practices with the standards outlined in this manual / video.
ð Please ensure that you detail all the actions of the manager, indicating whether they are complying with our standards or not, by making written notes on the Assessment Sheet.
ð The Assessment Sheet must be forwarded to your training department, with the Written Tests & completed Tracking Sheet in order for the trainee to receive a certificate.
NB:
Do not forget to give feedback to the Trainee on their performance, when you have completed the assessment.
WHEN GIVING FEEDBACK TO THE TRAINEE: PRAISE THEM FOR PRACTICES THAT WERE CORRECT BY EXPLAINING IN DETAIL ALL THE TECHNIQUES THEY SHOULD CONTINUE TO PRACTISE. WHEN CORRECTING THEIR MISTAKES, DO NOT FOCUS ON WHAT WAS WRONG, BUT RATHER, ON HOW TO IMPROVE THEIR PERFORMANCE – SO THAT THEY CAN OPERATE ACCORDING TO THE SPUR STANDARDS.
It is important that you instil good habits in the TRAINEES to ensure that their mistakes are rectified A.S.A.P. and not repeated.
Spur Kiddies & Kiddies Service:
Practical Assessment Sheet
Assessor: / Trainee:I.D. Number:
Assessment Date: / Store:
Marks Scored: / % Scored
Assessment Criteria:
CHECK LIST: / YES / NO1. / [Question these issues] State the three main areas that the Spur’s kids marketing strategy is focused on.
Ø Acquisition: How to do we get kids to come to Spur / ¨ / ¨
Ø Retention: How do we keep kids wanting to come back / ¨ / ¨
Ø Expansion: How do we get other kids and their families to want to come to Spur. / ¨ / ¨
2. / During a Spur promotion the trainee ensured that the following promotional material was available in store. (Include additional material, if required)
Ø / Hanging posters / Ø / Table talkers / ¨ / ¨
Ø / Wobblers / ¨ / ¨
Notes:
3. / [Applies to managers ONLY] The manager plans, organises, controls and evaluates a high school sports team shadowing the stores waitrons for a shift. The following steps were followed:
Waitron Shadowing Program
Ø / High schools were targeted in the area. / ¨ / ¨
Ø / Discussions were held with the management and waitron teams / ¨ / ¨
Ø / The schools headmaster was contacted and a meeting was held to discuss the benefits and details of the program. / ¨ / ¨
Ø / The following was confirmed in writing to the headmaster: Confirmation of booking, number of participating team members, transport, dates and times, dress code, permission slips and turnover target for the shadow shift.. / ¨ / ¨
Total of this page____/ 9
CHECKLIST / YES / NOØ / The staff, managers and waiters were constantly reminded about the program date: vibe meetings, green area meetings and notices on the store notice board. / ¨ / ¨
Ø / Manager ensures that all participating staff members arrive early on the day and are in the correct uniform / ¨ / ¨
Ø / Manager briefs all team members about the store(safety issues, evacuation plan) and what they can expect for the evening. / ¨ / ¨
Ø / Manager is very interactive, proactive and involved during the shift. / ¨ / ¨
Ø / Manager evaluates results of program with managers and waitrons / ¨ / ¨
Notes:
4. / [Applies to managers ONLY] The manager plans, organises, controls and evaluates a Sizzling studies program.
Ø / Primary schools were targeted in the area. / ¨ / ¨
Ø / Discussions were held with the management teams / ¨ / ¨
Ø / The schools headmaster was contacted and a meeting was held to discuss the benefits and details of the program. / ¨ / ¨
Ø / The following was confirmed in writing to the headmaster: Confirmation of booking, number of participating learners, transport, dates and times, dress code, price and permission slips.. / ¨ / ¨
Ø / The staff, managers and waiters were constantly reminded about the program date: vibe meetings, green area meetings and notices on the store notice board. / ¨ / ¨
Ø / Manager ensures that all facilitators arrive early on the day and are in the correct uniform. / ¨ / ¨
Ø / Manager to ensure that the 11H00 check is carried out before the program commences. / ¨ / ¨
Ø / Seating area is prepared with booklets etc / ¨ / ¨
Ø / Manager briefs all learners about the store(safety issues, evacuation plan) and what they can expect during the visit. / ¨ / ¨
Ø / Manager is very interactive, proactive and involved during the shift. / ¨ / ¨
Ø / Manager evaluates results of program with managers and waitrons / ¨ / ¨
Notes:
Total of this page____/ 16
CHECKLIST / YES / NO5. / [Applies to managers ONLY] When the manager interviews people for child minder positions , they are looking for the following qualities in that person:
[Assess during or after an interview session]
Ø / A genuine love of children / ¨ / ¨
Ø / Be genuinely interested in children / ¨ / ¨
Ø / A high level of tolerance and patience / ¨ / ¨
Ø / Good communication skills, and / ¨ / ¨
Ø / A sense of humour / ¨ / ¨
Notes:
6. / When carrying out 11h00 and 17H00 checks; the play canyon is checked to ensure it meets the following requirements:
Ø / Fun / ¨ / ¨
Ø / Balanced / ¨ / ¨
Ø / Comfortable / ¨ / ¨
Ø / Organised / ¨ / ¨
Ø / Safe, and / ¨ / ¨
Ø / Hygienic / ¨ / ¨
Notes:
7. / The manager ensures that the following items are available for the entertainment of the kiddies
Ø / Sony Play stations / ¨ / ¨
Ø / Toys / ¨ / ¨
Ø / Activity Sheets with Crayons / ¨ / ¨
Ø / Headdresses / ¨ / ¨
Ø / Balloons / ¨ / ¨
Ø / Kiddies Menus / ¨ / ¨
Ø / (Additional entertainment) / ¨ / ¨
Ø / (Additional entertainment) / ¨ / ¨
Notes:
Total of this page____/ 19
CHECKLIST / YES / NO8. / The manager ensures that the kiddies are made to feel important by carrying out the following:
Ø / Allow them to carry their own menus to the table / ¨ / ¨
Ø / Ask for the kids’ orders first / ¨ / ¨
Ø / Delivers their orders quickly / ¨ / ¨
Ø / Has a Child Minder on shift who is able to paint faces / ¨ / ¨
Ø / Allows them to make their own Chico the Clown (when quiet!) / ¨ / ¨
Ø / Doesn’t shout if kids make a mess, rather cleans it quickly before their parents see / ¨ / ¨
Ø / Gives extra attention to their needs / ¨ / ¨
Notes:
9. / When assisting a new member to join the Secret Tribe, the following steps are carried out:
Ø / The membership form is filled in / ¨ / ¨
Ø / The new member is immediately issued with a membership card / ¨ / ¨
10. / [Question these issues] From a marketing and sales perspective, how does Spur use the kids database?
Ø / Spur is able to profile its biggest growing target market / ¨ / ¨
Ø / Spur is able to identify target market interests / ¨ / ¨
Ø / Spur is able to cater according to the identified target market interests / ¨ / ¨
Ø / Spur is able to reach its primary target (4 to 8 years) / ¨ / ¨
Notes:
11. / [Question these issues] What is the purpose of the Secret Tribe fun line?
Ø / To deal with complaints regarding kiddies facilities and services / ¨ / ¨
Ø / Birthday party booking / enquiries / ¨ / ¨
Notes:
Total of this page____/ 15
CHECKLIST / YES / NO12. / The manager carries out the following procedure when there are broken kiddies toys in the store.
Ø / Return the toys to Central kitchens / ¨ / ¨
Ø / Receive a refund from Central kitchens / ¨ / ¨
13. / When a birthday booking is made directly with the store, the manager follows the following steps:
Ø / Indentifies themselves clearly on the phone / ¨ / ¨
Ø / Is enthusiastic and confident / ¨ / ¨
Ø / Provides additonal information i.e. free birthday cakes for a party of ten or more / ¨ / ¨
Ø / Records the booking in the bookings diary immediately / ¨ / ¨
Ø / Takes all the contact details and repeats info to ensure it is correct / ¨ / ¨
Ø / Asks questions to clarify the information / ¨ / ¨
Ø / Offers to provide additional assistance / ¨ / ¨
14. / When a secret tribe member arrives at the Spur for their birthday the manager ensures that they receive the following:
Ø / A meal to the value of R25.00 / ¨ / ¨
15. / When kiddies arrives at the Spur with an exit voucher the manager ensures that the kiddie receives the following:
Ø / A meal to the value of R35.00 / ¨ / ¨
16. / During a vibe meeting the following selling techniques are taught to the waitrons regarding kiddies promotional toys.
Ø / The promotion must be verbally communicated to the kiddies and parents / ¨ / ¨
Ø / Show the toy to the kiddies / ¨ / ¨
Ø / Be interactive with the toy at the table / ¨ / ¨
Ø / Be knowledgeable about the toy / ¨ / ¨
Ø / Be able to assemble the toy and fit batteries if required / ¨ / ¨
Total of this page____/ 16
CHECKLIST / YES / NO17. / When kiddies are eating in the store, the manager ensures that the following is carried out and available for them.
Ø / Serving butter knives instead of steak knives / ¨ / ¨
Ø / Remembering the wet wipes / ¨ / ¨
Ø / Providing teaspoons for younger kids / ¨ / ¨
Ø / Ensuring that there’s always tomato sauce / ¨ / ¨
Ø / Offering to cut steaks / ¨ / ¨
Ø / Offering to take them to play in the Play Canyon / ¨ / ¨
Total of this page____/ 06
Assessment Scores:
Total of page 2 – 09 / Trainee’s Score / = / marksTotal of page 3 – 16 / Trainee’s Score / = / marks
Total of page 4 – 19 / Trainee’s Score / = / marks
Total of page 5 – 15 / Trainee’s Score / = / marks
Total of page 6 – 16 / Trainee’s Score / = / marks
Total of page 7 – 06 / Trainee’s Score / = / marks
Test Total: / / 81
Test % / = / %
This Trainee needs to improve in the following areas in general:
Signatures:
Assessor: / Maker:
Note to Assessor: Please do not forward this to your training department until the trainee has scored 90% + for this assessment and 85% + for the written exam & multi choice questionnaire.
In order for a certificate to be issued the above mentioned documents will need to be forwarded to the Training Department with the completed Tracking sheet.
ã 2004 Spur Corporation
ã 2004 Spur Corporation