MANAGER S COACHING GUIDE

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MANAGER ’S

COACHING

GUIDE

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TM & © 2017 Burger King Corporation. All rights reserved. 2

TABLE OF CONTENTS

MANAGER’S COACHING GUIDE PAGE NO.

TEAM MEMBER MODULES

Welcome to Burger King

®

3 We C.A.R.E 3

Hand Washing 3

Serving Safe Food 4

Clean and Safe Principles 4

Be Safe 4

General Preparation Principles 5

Freash & Ready Product Holding 5

Hot Holding 5

Condiment Preparation - Sandwiches 6

Using the Broiler - Duke 6

Using the Broiler - Nieco

®

6

Using the Fryer 7

Wraps, Marking, and Packaging 7

Sandwiches 8

Beverages 8

Desserts 8

Restroom Zone 9

Dining Room Zone 9

Kitchen Zone 9 Exterior Zone 10

Sales and Service Leader 10

Own the Guest Experience 11

FOUNDATIONS OF SHIFT MANAGEMENT MODULES

Restaurant Safety 12

Restaurant Security 12

Food Safety Basics - Part 1 13

Food Safety Basics - Part 2 13

Managing Profitability - Operations 14

Managing Profitability - Sales Building 14

Performance Management - Working with Your Team 14

Service Leadership - Managing the Guest Experience 15

Daily Agenda 15

Travel Paths 15

Shift Control Basics 16

Closing Shift Control 16

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TEAM MEMBER MODULES

• History of the BURGER KING

®

brand

• Uniform and appearance standards

• Personal hygiene

• Teamwork

• Responsibilities

• Key restaurant areas

As you watch the module look for …

• What items are included as part of your uniform.

• Specific expectations for personal hygiene.

• Know what your responsibilities are as a BURGER KING

®

Team Member.

Discuss …

• What is included in a uniform and why it is so important that uniforms are clean?

• What is included as part of the expectations for personal hygiene?

• What are your individual responsibilities that help to support your fellow Team Members in taking care of our Guests?

• Show where to find the schedule.

• Demonstrate how to clock in an out, and discuss what to do if they forget to do this.

• Observe Team Member for compliance with uniform and hygiene standards.

• What our Guests expect

• Connect – how to connect with Guests

• Appreciate – how to show Guests appreciation for their business

• Respect – how to show respect to Guests

• Everyone – Everyone is responsible

As you watch the module look for …

• How to treat Guests and each other.

• What C.A.R.E. means and how we C.A.R.E. for our Guests.

Discuss …

• How do you make a connection with Guests?

• Examples of “acts of kindness”?

• When to say “Please” to Guests?

• When to say “Thank you” to Guests?

• How to respect Guests?

• What is important regarding humor, foul language, and slang?

• Demonstrate performing one or two acts of kindness with Guests in the dining room.

• Observe Team Member performing at least one act of kindness with a Guest.

• Observe Team Member properly using

“Please” and “Thank you” with Guests and fellow Team Members.

• Understand the importance of hand washing

• Know the steps to hand washing

• Know proper glove use

As you watch the module look for …

• When hands must be washed

• The 9 steps of hand washing.

• The rules for proper glove use.

Discuss …

• What are at least 4 different examples of when hands must be washed?

• How long hands and arms must be lathered?

• When gloves must be worn and changed?

• Observe Team Member demonstrate proper hand washing procedures for 5 consecutive shifts and provide feedback if necessary.

WELCOME TO BURGER KING ®

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WE C.A.R.E.

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HAND WASHING

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TEAM MEMBER MODULES

• Importance of food safety at our restaurants

• Principles and ways to prevent contamination and cross-contamination

• Principles and ways to prevent the chemical, biological, and physical contamination

• What are allergens, how they can be avoided, and where Guests can go for information

As you watch the module look for …

• Examples of contamination and cross-contamination

• Methods to prevent cross-contamination

• Methods to prevent chemical, biological, and physical contamination

• Examples of allergens and how to care for Guests with food allergies

Discuss …

• What is an example of contamination?

• What is an example of cross-contamination?

• Besides the use of color coded tongs what is another method to prevent cross-contamination?

• What is an example of how to prevent chemical contamination?

• How do we prevent bacterial contamination?

• What is an example of a physical contaminant?

• What should you do if a Guest has an allergic reaction while in the restaurant?

• Demonstrate how cross-contamination is prevented in the kitchen (e.g. separate tongs, clean and sanitize food contact surfaces and smallwares every 4 hours, etc.)

• Show where chemicals are stored.

• Demonstrate how label system is used to identify discard time on product.

• Observe Team Member apply labels to pans and provide feedback if necessary.

• Restaurant cleanliness

• Chemical use

• Preparing and testing santizer

• Cleaning procedures for walls, baseboards, mirrors, windows, and floors

• Closing cleaning procedures for restrooms, garbage bins, and floors

As you watch the module look for …

• Why cleanliness is an important part of a Guests experience.

• Team Members’ responsibility in keeping the restaurant clean.

• Proper procedures to prepare and test the strength of sanitizer solution.

Discuss …

• What must be cleaned in the restaurant?

• What must be sanitized in the restaurant?

• What types of chemicals must be diluted prior to use?

• Observe Team Member sweep and mop either the dining room or kitchen floor and provide feedback if necessary.

• Observe Team Member prepare and test sanitizer and provide feedback if necessary.

• Observe Team Member clean walls and baseboards in either dining room or kitchen and provide feedback if necessary.

• Team Member responsibilities to work safely

• Preventing injuries

• Slips, trips, and falls

• Cuts

• Scalds and burns

• Strains and sprains

• Safety practices

• Fire

• Robbery

As you watch the module look for …

• The “rules” of safe behavior?

• Team Member responsibility to ensure a safe environment for them self, fellow Team Members and Guests.

• How to prevent accidents in the restaurant.

• Procedure in the unlikely event that a fire or a robbery occurs.

Discuss …

• What is one example of your safety responsibilities?

• How can you prevent slips, trips, and falls?

• How do you prevent getting cut while using an approved box cutter?

• Where are scalds and burns most likely to occur in the kitchen?

• What are the proper steps to lift heavy boxes?

• In the event of a robbery, what should you do?

• Show location of broiler and fryer automatic fire suppression buttons.

• Show Team Member the location of all fire extinguishers.

• Show Team Member where all PPE is kept and which equipment is used for each type of job.

SERVING SAFE FOOD

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CLEAN AND SAFE PRINCIPLES

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BE SAFE

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TEAM MEMBER MODULES

• Stocking the stations

• Using FIFO when stocking

• Product waste

As you watch the module look for …

• How to keep your station stocked using FIFO rotation

• What is done with product waste so it can be counted and recorded.

Discuss …

• What FIFO means and how it is used when stocking your station?

• Which products can be discarded in the Fry waste bucket?

• Show location of all waste buckets and discuss which products go into each bucket.

• Fresh & Ready tools

• Product Holding Chart

• Condiment Stock Guide

• Thawing Chart

• Labels

As you watch the module look for …

• What tool is used to determine what and how much of each condiment and product is prepared.

• How each type of label is used and when it is used.

Discuss …

• What is the purpose of the Product Holding System?

• How do you properly use labels?

• Show Team Member each of the charts and explain how each chart is used.

• Ask Team Member to tell you which of the labels is used for several different products.

• Observe Team Member prepare labels and provide feedback if necessary.

• Product Level System

• Importance of having the right amount of product at the right time

As you watch the module look for …

• What is the Product Level System and why is it necessary.

• Where are cooked products held

• Which products get sealed and which get unsealed PHUs, and why is this important

• How to use the PHU to understand which product to use first and when to discard product.

Discuss …

• What each light on the PHU colored light system means.

• Which products use a sealed PHU pan? An unsealed PHU pan?

• Which products use a grate in the PHU pan? Use no grate in the PHU pan?

• Allow Team Member tell you the status of each PHU pan.

• Demonstrate how to use the Kitchen Management System.

• Observe Team Member using the Kitchen Management System and provide feedback if necessary.

GENERAL PREPARATION PRINCIPLES

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FRESH & READY PRODUCT HOLDING

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HOT PRODUCT HOLDING

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TEAM MEMBER MODULES

• Safety precautions when using equipment with blades

• How to prepare Vegetable Wash

• How to prepare & label

• Tomatoes

• Onions

• Lettuce

• Pickles

• Sauces – in bottles and pans

• Cheese

• Bacon

• Buns

As you watch the module look for …

• Procedures to prepare condiments.

• What safety equipment must be used when operating equipment with blades.

Discuss …

• How to prepare vegetable wash (if applicable)?

• The key difference between preparing vegetable wash and sanitizer (if applicable)?

• When must cut resistant gloves be used while preparing condiments?

• Which condiments must have a grate in the bottom of the ready pan?

• Demonstrate how to prepare each condiment one at a time.

• Observe Team Member preparing condiments and provide feedback if necessary.

• Broiler components

• Meat well

• Control panel

• Loading product

• Handling finished product

As you watch the module look for …

• How to load, know when to cook, and cook products on the broiler.

• What is necessary to keep meat patties hot and moist.

Discuss …

• How do you know when you should cook more product?

• What to do if you initially push the wrong button on the broiler, how long do you time do you have to select the correct button before you have to discharge the product and waste it?

• What is a critical step to avoid waste before loading the cooking chamber?

• What must you do to ensure the meat patties stay hot and moist in the PHU pan?

• Allow Team Member to identify the different parts of the broiler and how to stock the meat well.

• Observe Team Member demonstrate cooking procedures and provide feedback if necessary.

• Once comfortable with Team Member’s abilities, allow him/her to work with another Team Member until he/she is able to work alone during slow periods.

• Broiler components

• Meat well

• Control panel

• Loading product

• Handling finished product

As you watch the module look for …

• How to load, know when to cook, and cook products on the broiler.

• What is necessary to keep meat patties hot and moist.

Discuss …

• How you know when you can cook more product using the light indicator?

• When using the flex chamber, when must you press the Product Selection button?

• What is a critical step to avoid waste before loading either cooking chamber?

• What must you do to ensure the meat patties stay hot and moist in the PHU pan?

• Allow Team Member to identify the different parts of the broiler and how to stock the meat well.

• Observe Team Member demonstrate cooking procedures and provide feedback if necessary.

• Once comfortable with Team Member’s abilities, allow him/her to work with another Team Member until he/she is able to work alone during slow periods.

CONDIMENT PREPARATION - SANDWICHES

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USING THE BROILER - DUKE

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USING THE BROILER - NIECO ®

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TEAM MEMBER MODULES

• Overview of the fryer station

• Fryer safety tips

• General cooking procedures for fried products

• Specific cooking and holding procedures for:

• Chicken patty

• Chicken Nuggets

• French Fries

• Onion Rings

As you watch the module look for …

• How to ensure that Guests receive hot and crispy products cooked in the fryer.

• How to cook and hold French Fries, Onion Rings and other fried products.

Discuss …

• What must you do to prevent excess crumbs from getting into the shortening?

• Which fryer vat is used to cook each product?

• How are chicken patties cooked?

• Which product(s) must be shaken during the cooking process? Why?

• What is the maximum amount of French fries that be cooked in a basket?

• Where are newly cooked French fries placed in the fry bagging station?

• Who must salt the French fries? Within how many seconds must the fries be salted?

• Show Team Member any differences between your fry station, fry equipment or layout from the module.

• Show Team Member the proper amount of product to be stocked and where to find additional product for restocking.

• Observe as Team Member demonstrates how to cook each product:

• Chicken patties

• Chicken Nuggets

• French fries

• Onion Rings

• Once comfortable with Team Member’s abilities, allow him/her to work with another Team Member until he/she is able to work alone during slow periods.

• How to use and mark sandwich wraps

• Packaging of:

• French fries

• Onion Rings

• Chicken Nuggets

As you watch the module look for …

• How to mark the hold time and any special condiment requests on a sandwich.

• How to wrap a sandwich using the fold and tuck method.

• How to mark and package French fries, Onion Rings, and Chicken Nuggets using the appropriate tool.

Discuss …

• Which side of the wrap is closest to the condiment well when building a sandwich?

• Which number to mark on a wrap to indicate its hold time.

For example, assume it is 1:15 p.m., 1:20p.m. and 1:40p.m.?

• How do you indicate a Guest has requested the following on a sandwich?

• Extra or heavy

• Easy or light

• Only

• Plain

• Sandwich cut in half

• What are the procedures if a Guest wants their sandwich cut in half?

• How much more or less of a condiment do you place on a sandwich if the Guest orders heavy or light?

• Demonstrate the fold and tuck wrapping method on a couple of sandwiches.

• Allow Team Member to practice wrapping a couple of sandwiches.

• Allow Team Member to practice bagging French fries, Onion Rings, and Chicken Nuggets.

• Once comfortable with Team Member’s abilities, allow him/her to work with another Team Member until he/she is able to work alone during slow periods.

USING THE FRYER

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WRAPS, MARKING, AND PACKAGING

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TEAM MEMBER MODULES

• Steps to prepare sandwiches

• WHOPPER

®

/ with cheese

• WHOPPER JR.

®

/ with cheese

• Hamburger

• Cheeseburger

• Double Cheeseburger

• Bacon Cheeseburger

• Original Chicken Sandwich/Chicken Royal/Long Chicken

• General sandwich preparation tips

As you watch the module look for …

• How to prepare sandwiches perfectly and consistently, paying attention to the quantity and order of ingredients

• How to apply each ingredient using the correct tool and placement on the sandwich

Discuss …

• When is the wrap marked?

• When is the bun toasted?

• How many WHOPPER

®

and WHOPPER

®

with Cheese sandwiches can be made at one time?

• How many WHOPPER JR.

®

and WHOPPER JR.

®

with Cheese sandwiches can be made at one time?

• How many Hamburgers and Cheeseburgers can be made at one time?

• If cheese is added to a WHOPPER

®

sandwich, where is it placed? How many slices are used?

• If cheese is added to a WHOPPER JR.

®

sandwich, where is it placed? How many slices are used?

• Where is the patty placed on the Original Chicken/Chicken Royal/Long Chicken sandwich?

• Observe Team Member practice making sandwiches.

• Once comfortable with Team Member’s abilities, allow him/her to work with another Team Member until he/she is able to work alone during slow periods.

• Steps to prepare & serve:

• Coffee

• Soft drinks

• Pre-packaged drinks

As you watch the module look for …

• How coffee is prepared and served to Guests.

• How full the soft drink cup should be filled with ice prior to dispensing the beverage into the cup.

• What should be done before serving a pre-packaged drink to a Guest.

Discuss …

• What must be given to a Guest for every soft drink they order?

• What must you check prior to serving a Guest any pre-packaged drink?

• Demonstrate the steps to prepare and serve coffee, soft drinks and pre-packaged drinks.

• Demonstrate how to properly store and restock pre-packaged drinks.

• Allow Team Member prepare and serve coffee, soft drinks and pre-packaged drinks as needed.

• Components of the soft serve machine

• How to prepare and serve Soft Serve Cones

As you watch the module look for …

• What should be done with soft serve mix prior to placing it in the machine hopper.

• What the indicator lights mean, and what should be done if they are illuminated.

• The steps for preparing a soft serve cone.

Discuss …

• What are the two indicator lights on the soft serve machine?

• What should you do if either one or both lights are lit?

• Why is it so important to react quickly if either or both indicator lights are lit?

• Why is appearance and portioning so important for soft serve cones?

• Allow Team Member to identify indicator lights on the machine.

• Demonstrate how to prepare a soft serve cone.

• Allow Team Member to prepare a couple of cones.

SANDWICHES

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BEVERAGES

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DESSERTS

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TEAM MEMBER MODULES

• Chemicals and tools used in restrooms

• Processes/procedures used to clean restrooms

As you watch the module look for …

• How Guests judge the cleanliness of the restaurant.

• The color of tools used in the restroom and not used anywhere else.

• The 6 areas that need to be checked in the restroom.

• What items need to be stocked in the restroom caddy.

• The procedures for cleaning the toilets, sinks, mirrors, and fixtures.

Discuss …

• What are the 6 areas to check in the restroom?

• What color tools are used exclusively in the restrooms?

• What must you do after leaving the restroom and before performing any other task?

• Observe the Team Member complete the following tasks under your supervision:

• 6 in 30 check

• Clean toilets, sinks, mirrors, and fixtures and stock restroom as needed

• Chemicals and tools used in the dining room

• Processes/procedures used to clean the dining room

As you watch the module look for …

• What Guests expect to see in a dining room.

• The color of tools used in the dining room.

• How to clean the self-service drink station (if applicable).

• How to clean tables and chairs.

• How to clean stainless steel surfaces, and what must be done with the cloth or paper towel when finished.

• The steps to clean the playground (if applicable).

Discuss …

• What tools and chemicals are used to clean tables and chairs?

• What must you do with the cloth or towel used in cleaning stainless steel when finished?

• Observe the Team Member complete the following tasks under your supervision:

• Clean tables and chairs

• Clean self-service drink station, if applicable

• Chemicals and tools used in the kitchen

• Processes/procedures used to clean the kitchen

As you watch the module look for …

• Why cleanliness in the kitchen is of extreme importance to serving safe food.

• The color of tools used to clean the kitchen

• How to the set-up of the 3-compartment sink.

• The differences in the process to wash, rinse, sanitize and air dry, smallwares in the sink vs. food contact surfaces that do not fit into the 3-compartment sink.

Discuss …

• What is the purpose of each of the 3 sinks in the 3-compartment sink?

• What color tools are used in the kitchen?

• What are the two different processes to rinse?

• How long must smallwares remain in the sanitizer?

• Why is air drying smallwares so important before they are stacked or stored?

• Observe the Team Member complete the following tasks under your supervision:

• Set up 3-compartment sink if needed

• Wash smallwares in the 3-compartment sink

• Wash one or more food contact surfaces that do not fit into the 3-compartment sink

RESTROOM ZONE

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DINING ROOM ZONE

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KITCHEN ZONE

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TEAM MEMBER MODULES

• Chemicals and tools used for the restaurant exterior

• Processes/procedures used to clean the restaurant exterior

As you watch the module look for …

• Why a clean and inviting restaurant exterior is important to Guests.

• The color of tools used to clean the exterior.

• How to change the trash can liner and clean the exterior of the trash can.

• Ways to keep the dumpster area clean and tidy.

• How the drive-thru pad, lane, and windows are cleaned (if applicable).

Discuss …

• What color tools are used in the exterior?

• What are some of the ways to keep the dumpster area clean?

• How long must the solution remain on the drive-thru lane and pad when completing a heavy duty clean (if applicable)? When completing regular maintenance (if applicable)?

• What are the two situations in which you should not complete a heavy duty clean of the drive-thru lane and pad (if applicable)?

• Observe the Team Member complete the following tasks under your supervision:

• Empty trash cans if applicable

• Clean outside of trash cans if applicable

• Sweep drive-thru lane and pad (if applicable)

• Depending on the amount of build-up, complete regular maintenance or a heavy duty clean on the drive-thru pad and lane (if applicable)

• Clean drive-thru window, window frame and support (if applicable)

• Front Counter service procedures

• Drive-thru tips

• Being rush ready

• Speed of service tips

• Suggestive selling procedures

As you watch the module look for …

• The 5-step process to take a Guest’s order.

• The 3 parts to getting rush ready.

• Tips to provide quick service without sacrificing friendliness.

• The “rules” for suggestive selling.

• Tips that are important when working at the Drive-thru, especially if your restaurant utilizes 2 windows (if applicable).

Discuss …

• What are the 5 steps to taking a Guest’s order?

• The 4 items that need to be stocked in order to be rush ready in the service area?

• If both windows are being used, what are the responsibilities of the person at the 1st window? At the 2nd window (if applicable)?

• When should you NOT suggestive sell?

• What’s appropriate to suggestive sell if a Guest orders a sandwich? If a Guests orders a sandwich, fry, and a drink?

• Demonstrate how to enter orders into the POS.

• Observe the Team Member entering several orders into the POS.

• Observe the Team Member take Guest orders and execute all 5 steps of the order taking process while working the Front Counter with an experienced Team Member

• Once Team Member has demonstrated the ability to correctly, consistently and quickly execute the order taking steps at Front Counter, train the Team Member to take orders at Drive-thru (if applicable).

• Have Team Member work with an experienced Team Member to take orders at Drive-thru (f applicable).

EXTERIOR ZONE

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SALES AND SERVICE LEADER

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TEAM MEMBER MODULES

• Guests with special needs

• Visually impaired

• Hearing impaired

• Unhappy Guests

• Situations that can be handled by Team Members

• Situation that can only be handled by Managers

• 4 Steps to successfully resolving Guest complaints

As you watch the module look for …

• Why Guest service is a top priority for everyone in the restaurant.

• How you can make Guests feel welcome and appreciated.

• How you can assist Guests that need additional assistance during their transaction.

• Special considerations that may need to be provided to visually impaired and hearing impaired Guests.

• Why it is necessary to resolve Guest issues as quickly as possible,

• What types of complaints you can handle on your own and the type of complaints that MUST be handled by a Manager.

• The 4-step process used to resolve Guest complaints.

Discuss …

• What are special considerations you may need to provide to visually impaired Guests? To hearing impaired Guests?

• What is important to remember regarding service dogs?

• What are 3 examples of Guest complaints that can be handled by Team Members?

• What are 3 examples of Guest complaints that can only be handled by a Manager?

• What is the 4-step process to handling a Guest complaint?

• Role play how to handle several different example complaints, including some that can be handled by Team Members and some that should be referred to the Manager.

• Observe the Team Member handling Guest complaints and provide feedback.

OWN THE GUEST EXPERIENCE

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FOUNDATIONS OF

SHIFT MANAGEMENT MODULES

• Responsibility to ensure restaurant safety standards and rules are understood and enforced

• Responsibility to ensure PPE is available, in good condition, and used by Team Members

• What to do in case of an accident

As you watch the module look for …

• What is your responsibility to ensure new Team Members are aware of restaurant safety standards and policies.

• What is your responsibility regarding Personal Protective Equipment (PPE).

• Where you can find a list of approved items for the first aid kit.

• Situations in which you should call for emergency services for a Guest.

• What actions you should take in the event of a Guest injury.

Discuss …

• What are 3 – 4 key safety standards you must tell new Team Members?

• What are your responsibilities regarding PPE?

• Where can you find an approved list of items for the first aid kit?

• What two situation require you to call emergency services in the event of a Guest injury?

• In the event of a Guest injury, what should you do? What should you not do?

• Review the contents of the first aid kit.

• Demonstrate how to properly complete the Incident / Injury forms in the event of a Guest or Team Member injury.

• Explain how the forms should be handled upon completion.

• Responsibility to ensure restaurant security procedures are understood and enforced

• 5 major areas of the restaurant susceptible to security lapses

• Robbery prevention tactics

• What do to do in case of a robbery

As you watch the module look for …

• The 5 major areas of the restaurant that are especially susceptible to security lapses and how to prevent security lapses in each area.

• What a robber is looking for when planning a robbery.

• What you can do to make your restaurant less attractive as a robbery target.

• The steps you should take in the event of a robbery.

Discuss …

• What are the 5 major areas of the restaurant most susceptible to a security lapse?

• What is 1 – 2 actions you should take in each of these 5 areas to improve security?

• What are 1 – 2 actions you can take to make your restaurant less appealing to a robber?

• What should you do in the event your restaurant is robbed?

• Review the Witness Report form with the Trainee.

• Demonstrate how to properly complete an Incident Report in the event of a robbery (if applicable).

• Discuss who to contact immediately after the authorities in the case of an incident.

• Explain how reports should be handled upon completion.

RESTAURANT SAFETY

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RESTAURANT SECURITY

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FOUNDATIONS OF

SHIFT MANAGEMENT MODULES

• Food Safety Top 12

• Hand washing

• Time control

• Temperature control

• Thermometer calibration

• Hot water

• Sanitizing

• Beef cookouts

As you watch the module look for …

• The two areas that Team Members often perform incorrectly when hand washing and what you can do to ensure proper procedures are followed.

• How both time and temperature control help to keep food safe.

• The steps for calibrating both a surface and probe thermometer.

• The different temperature standards for hot water at the hand washing sink and 3-compartment sink.

• The tips to ensure proper sanitizing procedures are followed.

• The procedures to follow if the beef cookout does not meet the standard.

Discuss …

• What are the two areas that Team Members often perform incorrectly when hand washing? What can you do ensure proper hand washing takes place?

• What should you do if any cooler and/or freezer does not meet the temperature standard?

• What is the temperature standard for a properly calibrated thermometer?

• What is the temperature standard for hot water at the hand washing sink? At the 3-compartment sink?

• What should you do if the beef cook out temperature is below the standard? Above the standard?

• Demonstrate how to calibrate and then sanitize a probe and surface thermometer.

• Demonstrate how to complete the Food Safety Top 12 checks for those items reviewed today including how to properly take product and equipment temperatures.

• Discuss how often the shake/soft serve machine needs to be cleaned and sanitized in your restaurant.

• Demonstrate how to perform a beef cook out.

• Demonstrate how and discuss when to adjust the broiler.

• Food Safety Top 12

• Health inspections

• Crisis & emergency situations

• Cross-contamination

• Approved product

• Pests

• Shake/soft serve machine

• Other

As you watch the module look for …

• The protocol for a Health Inspector visit.

• The types of crisis / emergencies that require you to contact your Restaurant Manager.

• The many ways cross-contamination can occur.

• The information contained on a Safety Data Sheet (SDS).

• The methods needed to deny pest entry to the restaurant.

• The reason the green sanitizer packet must be used to sanitize the shake/soft serve machine.

• Examples of “Other” food safety criticals.

Discuss …

• Why should you accompany the Health Inspector during their visit?

• What are 3 – 4 examples of crisis / emergency situations that require you to contact your Restaurant Manager?

• What are 4 - 5 examples of how cross-contamination can occur and the appropriate prevention method for each?

• Why must the green packet of sanitizer be used to sanitize the shake/soft serve machine?

• What are 2 – 3 examples of Team Member symptoms that require you to send them home?

• Show where Safety Data Sheets are stored in your restaurant.

• Discuss your restaurant’s specific shake/

soft serve machine cleaning and sanitizing procedures.

• Schedule time for Trainee to perform shake/soft serve machine cleaning and sanitizing.

• Demonstrate how to complete the Food Safety Top 12 checks for those items reviewed today.

FOOD SAFETY BASICS - PART 1

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FOOD SAFETY BASICS - PART 2

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FOUNDATIONS OF

SHIFT MANAGEMENT MODULES

• Costs that impact profitability and which costs are controllable at the restaurant level.

• Inventory Management

• Inventory organization

• Counting inventory

• Deliveries

• Portioning

• Waste

• Theft Prevention

• Cash

• Product

• Equipment Maintenance

As you watch the module look for …

• Examples of controllable costs.

• How costs can be controlled by keeping inventory organized and stored using FIFO rotation.

• How inventory variance is calculated.

• The steps to take when receiving deliveries.

• The impact of how over portioning equates to a large amount of product over time.

• Ways to prevent avoidable waste.

• How you can minimize cash theft.

• Key areas of the restaurant that you should monitor and tips to prevent product theft.

• The necessary maintenance on key pieces of equipment.

Discuss …

• Why is it important to only open one case of product at a time?

• If there is a significant inventory variance, what should you do?

• How quickly must potentially hazardous food be placed into the walk-in cooler or freezer upon delivery?

• What are some of the things you can do to prevent avoidable waste?

• What are some of the things you should do as a Manager to minimize theft of cash?

• What are some of the tips to help prevent product theft?

• How does the Daily Agenda app help with equipment cleaning and maintenance?

• Review the specific breakdown of costs in your restaurant.

• Explain the allowable inventory variance by item before expecting Trainee conduct a recount of the item.

• Demonstrate the proper procedures to enter invoices, transfers, and credits into the POS.

• Discuss proper procedures to handle refunds.

• Increasing sales by increasing traffic and increasing check

• Increasing traffic via Marketing &

Promotions and Service & Image

• Increasing the check via party size and suggestive selling

As you watch the module look for …

• The two main ways to increase sales in your restaurant.

• The responsibilities of yourself and your Team Members to properly prepare for a promotion.

• How great service and restaurant image entice Guests to come to your restaurant.

• How you can increase party size and optimize suggestive selling.

Discuss …

• What are the responsibilities of your Sales & Service Leaders during a promotion? The kitchen team?

• What are your responsibilities to prepare for a new promotion?

• What are 3 – 4 specific areas of the restaurant that are critical from an image perspective to entice Guests to come to your restaurant?

• Why should you never suggestive sell to children?

• Review current POP Guide.

• Discuss how effective suggestive selling can improve your restaurant’s sales.

• 4-step training process

• Plan & Prepare

• Discover & Demonstrate

• Practice & Perform

• Coach & Validate

As you watch the module look for …

• Ways you can prepare to effectively train a Team Member.

• How the “Coach ‘em In” and “Coach ‘em Out” sections of the Manager’s Coaching Guide assists with training Team Members.

• The focus of the training during the Practice & Perform step.

• When it is appropriate to provide Coaching.

Discuss …

• How is the Manager’s Coaching Guide used to prepare for training?

• What is the purpose of the “Coach ‘em In” and “Coach ‘em Out”

sections in the Manager’s Coaching Guide?

• What should be the focus of the Team Member during step 3 – Practice & Perform?

• Discuss how to use the Coaching Guide when training a Team Member.

• Demonstrate how to train a Team Member using the 4-step training method and the Manager’s Coaching Guide.

• Observe Trainee practice training a Team Member on a new station.

MANAGING PROFITABILITY - OPERATIONS

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MANAGING PROFITABILITY - SALES BUILDING

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THE 4-STEP TRAINING PROCESS

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FOUNDATIONS OF

SHIFT MANAGEMENT MODULES

• Using two drive-thru windows

• Drive-thru headsets

• Table touches

• Problem resolution

As you watch the module look for …

• When you should use two drive-thru windows and the responsibilities at each window (if applicable).

• Reasons a Manager should wear a headset throughout their shift (if applicable).

• The purpose of a table touch, as well as when and how to perform them.

• Types of Guest complaints that should be handled by a Manager.

Discuss …

• When two drive-thru windows are in use, what are the responsibilities at each window?

• What are the advantages for a Manager to wear a headset throughout their shift?

• When should you perform a table touch? When would not be a good time to perform one?

• What are 2 – 3 examples of Guest complaints that should only be handled by a Manager?

• Demonstrate how to perform a table touch.

• Observe Trainee performing several table touches and provide feedback.

• What information is contained within the

%BJMZ"HFOEB app

• How the %BJMZ"HFOEB app works

As you watch the module look for …

• The purpose of the %BJMZ"HFOEB app and the frequency at which you should check it.

• The additional links for electronic logs via this app and how they are accessed.

Discuss …

• What is the frequency of task notifications from the %BJMZ"HFOEB app?

• What kind of information is entered for the electronic logs?

• How is the app connected to the use of the Zone Activity Cards?

• Demonstrate where and how to access the

%BJMZ"HFOEB app

• Explain how the %BJMZ"HFOEB app will guide the Trainee through each shift each day

• Demonstrate how to access Logs from within the Daily Agenda and using the navigation bar

• Quality Checks

• Food Safety Top 12

• Travel Path

• Beef cook-out

• Actions

• Purpose of a Travel Path

• Two types of Travel Paths and what is covered in each

• Shallow Dive

• Deep Dive

• How to complete each type of Travel Path

As you watch the module look for …

• The various purposes of a Travel Path.

• How frequently a Shallow Dive Travel Path is performed and the specific areas covered.

• How frequently a Deep Dive Travel Path is performed and the specific areas covered.

Discuss …

• How frequently is a Shallow Dive Travel Path conducted?

• How frequently is a Deep Dive Travel Path conducted?

• What areas of the restaurant are included in a Shallow Dive Travel Path?

• How does a Deep Dive Travel Path differ from a Shallow Dive

• Demonstrate how to do a Shallow Dive Travel Path

• Observe Trainee conduct Shallow Dive Travel Path and provide feedback

• Demonstrate how to do a Deep Dive Travel Path

SERVICE LEADERSHIP - MANAGING THE GUEST EXPERIENCE

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TRAVEL PATHS

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FOUNDATIONS OF

SHIFT MANAGEMENT MODULES

• Shift Control tools

• Command Station

• Daily Agenda

• Zone Activity Cards

• Purpose of the Command Station components

• Speed of Service Tracker

• Projected ½ hour Sales Tracker

• Staffing & Positioning Guide

• Pre-shift meetings

• Pre-rush activities

• Rush activities

• Post-rush activities

• Types of feedback

• Appreciative

• Constructive

As you watch the module look for …

• The purpose of the Command Station.

• How the components of the Command Station are used.

• The purpose of the pre-shift meeting.

• Activities that are completed during pre-rush, rush, and post- rush to ensure a well-run shift.

• How you can give effective feedback to your Team Members.

Discuss …

• What are the components of the Command Station and how is each component used?

• What is discussed during a pre-shift meeting?

• What are the key activities during pre-rush? Rush? Post- rush?

• What is the key to giving effective feedback to your Team?

• Discuss and demonstrate Command Station set-up, including any optional components and how each component is used.

• Review and demonstrate activities during pre-rush, rush, and post-rush.

• Observe the Trainee demonstrate pre-rush, rush, and post-rush activities.

• Role play appreciative and constructive feedback with the Trainee.

• Observe Trainee provide appreciative and constructive feedback to Team Members and provide feedback.

• Responsibilities of a Foundations Trainer

• Foundations Training tools and materials

• Different types of learners

• How to complete Foundations assessments

As you watch the module look for...

• Tools and materials available to a Foundations Trainer

• Useful training techniques

• How to adopt training to different learners

Discuss...

• Why is the role of the Trainer so important?

• What are the Foundations tools and materials? How do you use them?

• What are some examples of behavior that would be a 1 rating?

A 4 rating?

• How can you adapt learning?

• Navigate BK

®

LINK to locate the training material and tools

• Review the Foundations Assessments using the Trainee as the example

• Role play different learner types with the Trainee

• Discuss and demonstrate use of the Foundations Tracker

• Procedures and priorities at closing same as during other dayparts

• Your responsibilities during closing

• No shortcuts allowed

• Closing security procedures

As you watch the module look for …

• The priorities during the closing shift.

• How to handle Guests in the dining room when it is time to close.

• Shortcuts that Team Members may be tempted to take during closing and why they are not allowed.

• Closing security procedures and who is responsible to complete them.

Discuss …

• Why is it important to not close prior to the posted closing time?

• What are examples of shortcuts you should never allow? Why are these shortcuts a problem?

• Who is allowed to complete closing security procedures?

• What are 3 – 4 examples of closing security procedures?

• Discuss and demonstrate the Closing Checklist.

• Discuss and demonstrate closing security procedures.

SHIFT CONTROL BASICS

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TRAIN THE TRAINER

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CLOSING SHIFT CONTROL

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Figure

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References

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