Mobile Catering Key Performance Indicators
Key Performance Indicators
These Key Performance Indicators, along with the Management Regulations, will be regarded as forming part of the lease and will
be used to monitor performance against the Forestry Commission’s expectations.
Monitoring will be carried out by the, Beat Manager or FC Land Agent or their representative, who may be an external contractor.
Feedback will be given at the quarterly tenant review meeting, organised by the Beat Manager. Records will be kept by the Beat
Manager.
Methods of Assessment
Informal, visual checks – noted with recommended action where necessary, may be spot check
Formal visual checks - with full findings recorded and action recorded, agreed with operator
Informal review – agreed visits or meetings to discuss areas in a more overall way, noted a recommended way forward or action
where necessary, agreed with operator
Formal review - with discussion points recorded in full report and recommended action recorded, agreed with operator
Professional or technical – e.g. for some areas of Environmental and Health and Safety – may be FC or non FC specialists,
agreed with operator
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Scoring legend
0
Unacceptable
2
All areas below
Standard
4
Many areas below
standard
6
Scope for
improvement
8
Acceptable
Standard
10
Exceeds
expectation
Note: Where there is a score of below 8, the catering tenant will formulate and agree with the FC an improvement plan. This must be carried out
within 1 month of receipt of the report.

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Public Liability Insurance – cover to a minimum level of £5 million. Current certificate to be supplied to FC at annual renewal
date.
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Ref
Measurement criteria
Detail
1
1.1
Food - General
Opening hours / days
1.2
Choice of agreed range of food options as
per the agreed tender.
1.3
Food freshly prepared at correct
temperature.
Score
1-10
Refreshment shall be available during the
core minimum opening times, providing
food appropriate to the time of day. The
business shall be open on the agreed
days of the week and times of the year.
The tenant shall ensure that the specified
range of service and food choices
provided within their tender will be
available in reasonable numbers, from the
designated point of sale.
All food shall be freshly prepared and
served at the correct temperature.
All food to be distributed to be
maintained/ displayed at the correct
temperature.
If any meal is served which consists of
reheated food the catering tenant must
follow appropriate procedures and the
food must be served at the correct
temperature. The catering unit operates
an ‘if in doubt out’ scheme which needs to
be actioned.
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Comment/Action
Mobile Catering Key Performance Indicators
1.4
Ensure food shall be replaced/replenished
at proper intervals.
The menu selection shall be made
available throughout the service delivery
time.
All food shall be replenished/ replaced at
proper intervals during the opening times
stated.
1.5
Meets with a range of customer
requirements including those for specific
vegetarian diets and for children.
The menu should take account of
customer requests to meet other more
specific diets for example vegan, gluten
free, diary free; wheat free; Halal, Kosher
(not inclusive list) and where possible
provides a choice or ability to direct to
menu options for these. Note that at the
very least staff should be in a position to
give an open and informed response to
customers.
1.6
Menus, tariff display and other customer
information should be displayed on site in
a suitable and practical location using
appropriate media, as agreed
In all instances, a tariff of the items
available for sale shall be attractively
presented and clearly visible to
customers. The pricing of the food is
suitable for visitors, as outlined in the
tender.
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2
2.1
Food Safety Regulations
Compliance to all regulations and statutes
with regard to food safety
2.2
Food safety/premises hygiene inspection
The provision of the catering services
shall comply in all respects with relevant
food safety regulations and in accordance
with the caterers assured safe catering
system
The catering services will normally be
subject to such inspection by the FC every
six months.
The café unit and equipment shall be
maintained in a clean and hygienic
condition in compliance with all applicable
Health and Safety regulations.
The caterer will consider and endeavour
to respond positively to independent
recommendations in respect of good
hygiene and relevant food safety
practices. A food hygiene rating of 4 stars
or above must be maintained by the
catering unit.
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3
3.1
Service
Customer satisfaction is achieved through
good catering services and the monitoring
of any customer comments
The catering services shall be provided
through fast and efficient services.
If any complaint is received in respect of
the service provision the caterer will make
appropriate investigations. The caterer
will regularly report complaints, any
actions taken, and discuss
recommendations with the FC.
A customer complaints procedure is in
place and available for inspection by the
FC.
The caterer will endeavour to respond
positively to independent
recommendations in respect to good
service and quality. E.g. Association of
Leading Visitor Attractions comparative
survey reports.
3.2
Staff knowledgeable about the site and the
Forest of Bowland area.
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Catering unit staff should be generally
well informed and knowledgeable about
the site in order to answer public
enquiries. Staff should have basic
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knowledge of the Forest of Bowland area
and be able to provide visitors with FC
contact details for any further/more in
depth enquiries. Information provided to
the public in no way denigrates the FC, its
staff or facilities.
3.3
All catering equipment to be maintained in
a hygienic and functional condition.
The site shall be clean and tidy at all
times before scheduled service times and
shall be periodically cleaned during times
of use.
Unacceptable levels of litter, meal
residue, cutlery, crockery or other
extraneous debris shall not be permitted
at any time.
An equipment defects record/log must be
maintained and made available upon
request to the FC.
3.4
Retail Standards and Products
3.5
FC publications e.g. Walking trail
guide/map and Discovery Passes available
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The tenant will have the opportunity to
stock retail items which will include bike
spares and accessories.
Publications and Discovery Passes are
kept in stock, in a secure manner and are
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for sale to the public
available to customers at the
recommended FC price at all times when
on site.
Staff are able to provide car parking
change to visitors in a friendly manner,
when requested and are aware of the car
parking enforcement system. Staff to
promote the Discovery Pass to regular
visitors and be able to process an
application form correctly.
3.6
Car parking
3.7
Branding and Marketing
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4.1
Health and Safety
Health and Safety regulations.
4.2
Catering staff shall be appropriately trained
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In accordance with the Branding and
Marketing guidelines the tenant will
ensure that suitable attractive and
appropriately located signage is present
at all times.
In all instances, prices of items available
for sale shall be attractively presented
and clearly visible to all customers.
The tenant shall comply in all respects
with relevant Health and Safety
regulations.
If any catering staff member fails to
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and informed across all areas relating to
Food Safety, First Aid and Health and
Safety
comply with the requirements,
particularly in respect of notification of
illness, this shall be recorded by the
tenant. The record must be available to
the FC upon request.
4.3
All accidents will be recorded in accordance
with Health and Safety regulations and FC
procedures
All accidents will be recorded in an
accident book and will be completed
as soon as is reasonably practicable
The catering tenant must inform the
FC of any accidents within 7 days. Any
RIDDOR reportable accidents must be
reported to the FC within 24hrs.
4.4
Where use of chemicals or substances are
called for, COSHH data sheets shall be
completed.
The catering tenant must ensure that
staff are trained and have access to
relevant COSHH data information.
4.5
Appropriate safe methods of work i.e. risk
assessment and method statements shall
be in place.
Tenant to ensure that staff are
appropriately trained in respect of risk
assessments and have access to relevant
information.
4.6
Generator location appropriate + generator
kept in good condition
Any generator must be located in close
proximity to the catering unit with any
associated cables/leads either covered
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over or positioned where the public will
not walk over them.
Generator to be kept well maintained and
must be silent running when in operation.
Any fuel/oil spillages to be dealt with
using the correct procedures with
contaminated materials being removed off
site and disposed of in accordance with
waste legislation.
5.
5.1
Staff
All catering staff to be appropriately
trained
5.2
Catering staff readily identifiable and
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An annual training plan shall be
completed to ensure that all catering staff
are appropriately trained in areas
including but not limited to the following:
 Food Safety to ruling legislative
requirement
 Health and safety (including
COSHH, Risk Assessments, Safe
Systems of Work, Manual Handling
etc)
 Service delivery /customer care
 Marketing/merchandising
Catering unit staff should be presentable,
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available
6.
6.1
readily identifiable and available during
opening times.
Communications
Marketing and communication activities
add positively to the visitor experience and
meet the quality expectations of the FC.
Information provided to the public in no
way denigrates the FC, its staff or
facilities and is within the brand
guidelines for the unit.
In all instances, prices of items available
for sale and tariff for services are
professionally presented, and clearly
visible to all customers.
Businesses support Forestry Commission
marketing and promotional campaigns
and Forestry Commission Membership
schemes.
6.2
Working relationships with the FC and
other site businesses
Staff are helpful and polite with FC staff
and other site partners.
The tenant will attend quarterly meetings
with the Recreation Manager to help
ensure good communications and quick
resolution of any issues.
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Contributions at meetings are positive
Informal means of communication are
well developed and effective
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7.1
Waste management
Waste hierarchy
7.2
Litter Collection
Reasonable measures will be taken to:
 prevent waste, and
apply the ‘waste hierarchy’ when
waste is transferred.
Catering unit bin(s) are to be provided by
the catering tenant next to the unit.
Litter to be emptied regularly to avoid any
overflow.
At the close of business each day rubbish
or litter within a 30 metre radius of the
catering unit and any seating area is
collected and removed to the appropriate
waste container.
All of the litter mentioned above is
removed and taken off site for disposal, in
accordance with relevant legislation and
regulations.
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7.3
Packaging, deliveries and waste
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8.1
Financial Performance
Payment of rent
8.2
Business Viability
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No boxes, parcels refuse or any other
article or rubbish shall be kept exposed
upon the site, including areas behind the
cafe, not visible to the public. These
should be kept tidy at all times and
rubbish should not be stored in these
locations for any reason
The catering tenant must pay all rent on
time as defined by the lease.
The FC needs to be reassured that the
business is financially sound and that the
operator is making every effort to develop
and grow the business. Accounts to be
made available to the FC at the end of
each financial year.
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