What are "phantom shops" examining during their quarterly late-night select audits?

Phantom shops are a method used to evaluate and monitor various aspects of a restaurant's operations, particularly during late-night hours. The concept behind these audits focuses on early closing signs, which may include assessing whether employees are adhering to the scheduled hours of operation, the overall atmosphere of the restaurant as it prepares to close, and ensuring that all services are adequately provided until the designated closing time.

By focusing on early closing signs, phantom shops help to uncover potential issues that can affect customer satisfaction and operational efficiency. Observations made during these audits can inform management about whether staff is appropriately managing their responsibilities, ensuring that the restaurant remains open and operational for customers until closing time, and maintaining the experience that Five Guys aims to offer.

This kind of audit is pivotal because early closing practices can lead to missed sales opportunities and diminish the customer experience. Addressing these concerns directly contributes to the success of the business by ensuring that each location adheres to the standards and expectations set for late-night operations.