OPERATIONS MANUAL

OF
COLLOSSO TANAUAN BRANCH
2nd floor, R.Venue Bldg., Avelino St. Brgy. 3, Tanauan City, Batangas

BY
LIBANG, ERIKA MAE
MONCAYO, KATRINE
MORADA, RIZZA JANE
MAIN OPERATIONS FLOW

PURCHASING

FOOD
CLEAN UP
PREPARATION

CUSTOMER
SERVICE

FOOD SERVICE MAIN PROCESS

PURCHASING
OF RECEIVING STORING
INGREDIENTS

SALES SERVICE PRODUCTION

 Collosso: Home of the Giant Burgers

Company Background

COLLOSSO opened last November 2014. It was an original idea of the owner,

Ms. Kathleen Joy Manto, who has a passion for "good food with a twist". The idea came

about when one day, she was craving for a homemade style burger in Batangas but

unfortunately she didn’t found one. So she thought that the best way to have it, is if cook

one at home. And she was right; she found the taste of the burger that she was craving

for. One night, on the way home, she passed by a newly opened establishment that

serves gigantic size pizza. And that was the start of it. She thought of serving gigantic

hamburgers. The name of the food will be derived from movies that have giant

characters, and the food should be homemade style, No preservative, not frozen but

fresh, with premium ingredients and deliciously done.

The name of the Business means gigantic. The restaurant is called “Collosso”,

derived from "colosso" an Italian word which means “colossal” or “giant”. After days of

research for the perfect name, we’ve thrown it in together with our goal: to serve food

that will make our guest full and happy.

People loved the idea of seeing gigantic sized burgers, since it is not ordinary.

They have 5 inches, 7 inches, 10 inches and 14 inches sized burgers. They also have

rice meals, the guests can choose from 2 pcs. Fried chicken, burger steak or giant

skewered barbeque. Included in the menu are varieties of pasta with special bread

served with a giant mug of iced tea.

 Collosso’s target market are students, group of friends, professionals, families

who want to try something new and different. Group of friends who wants a relaxing

day, families who are celebrating an event, colleagues who’s having a meeting and

ordinary people who just want to eat and try something new.

The design of Collosso is lay back with cozy interior. The concept of the design is

red barn but with colorful interior; American country. This gives a feel of comfort to the

guests.

Some guests of the main branch are coming all the way from Tagaytay, Cavite,

Laguna, Manila and many more places are coming in at COLLOSSO just to see and

have a taste of the gigantic Burgers and the homemade style pasta. The looks and

smiles in their faces are priceless when they see it and after they tasted it. They come in

feeling excited and hungry, and they leave "COLLOSSO FULL AND HAPPY".

Collosso Tanauan, is a lone franchise of the original Collosso from Lipa. Collosso

Tanauan is solely owned by Ms. Joriza Magno, 35, currently residing at Darasa,

Tanauan City. Due to the accessibility for monitoring and marketing, the owner chose

her home town to be the site of her own store. Ms. Magno liked the concept of the

business so, since she used to be friends with the franchisor, the process of franchising

is a bit easier.

Collosso’s Tanauan branch is located at the 2nd floor of R. Venue Bldg. Avelino

St. Brgy. 3, Tanauan City, Batangas. Collosso Tanauan is distinct from the other

branches of Collosso. The owner wish to promote Collosso as a place that aside from

serving tasty burgers and other dishes, also as a place for Music and Arts. She said that
Collosso used to be the house of giant burgers but now it's also a home for the local

artists.

COMPANY MISSION AND VISION

MISSION

“To offer you an excellent food that can make you experience the true meaning of the

word delightful and true quality.”

VISION

“To be the most famous burger business, through a strong franchise system and great

people, serving the best giant burgers in town.”

COLLOSSO TANAUAN – SWOT ANALYSIS
STRENGTHS

 The business only cooks burgers when customer makes an order which

guarantees the freshness of every serve.

 Differentiation of products because the business serves giant burgers unlike any

other businesses

 Various of food to choose from

 Business have secret recipe

 The business never keep the food over a day

 Has been in the fast food industry since a long time

 Quick service

 Low pricing

 Pays employees higher than minimum wage

 Apart from burgers, it also offers pastas

 Approachable and friendly employees

 Efficient food preparation style that follows the process in a systematic way

 Loyal staff and strong management team

 Free internet / wifi

 Low employee turnover

 Patent

 Supplier relationships

 Quality of production
WEAKNESSES

 Lack of effective advertising or promotion to alert customers to the new addition

of product

 Easily imitable business

 High fat and high calorie food not good for health conscious people

 Limited start-up cost

 Limited number of stores as compared to bigger food chains

 Few of the products are seasonal

 No deliveries

 Price competition with the competitors

 Not enough nutritional values

 Doesn’t have a market awareness and reputation

 No drive-thru

 Not enough advertising

 Strict guidelines for franchisees when they open their store

 It has not yet accomplish going on the trend of organic food

 Long waiting time

 Does not recognize brand name

 Negative publicity by other people

 Low customer retention

OPPORTUNITIES

 Selling affordable burgers in a market filled with expensive burger offerings

 Market development

 Service quality improvement

 Food innovation

 Open new branches and outlets at new locations

 Start advertising and give discounts to capture new market

 The business can make their own brand

 More investors will be interest to invest in the business

 Possibility to expand menu items

 Offer healthier substitutes

 Possibility for delivery

 Create more brand awareness

 Venture into newer markets

 Increase in disposable income

 Offer slightly budget and friendly snacks

 Slow down expansion - increase profitability

 Should put a focus on corporate social responsibility

 Improvement with new technologies

 Diversification of services
THREATS

 Health concerns related to obesity and eating red meat

 Media’s increasing focus on identifying unhealthy food

 Emergence of direct competitors such as fast food chains

 Aggressive competition

 Increase of raw material prices

 Changing consumer eating habits

 Higher tax rates

 High labor costs

 Inflation rate

 Changing customers toward healthier food

 The rising prices of special ingredients

 Encouragement in balanced meals with fruits

 Demographic changes

 Competitors have similar products Competitors has a new, innovative product

 Competitors have launched a new advertising campaign

 Cheaper versions of the product offered

 PURCHASING
Food:

1. Ingredients should available to be able to prepare every item on the menu.

2. Most ingredients are perishable, you should avoid buying more than you will use

to minimize spoilage.

3. Purchasing operations involve keeping close track of how much stock you have

on hand and how quickly you frequently use each item.

4. Ingredients should be bought immediately if there are only less than 5 servings in

order to minimize inventory and storage costs.

5. Distilled water will be delivered from the supplier every Saturday.

6. Chicken fillet is also supplied and delivered every Saturday.

7. Ice is supplied and delivered every day.

8. All other ingredients should be bought from the Public market and PureGold

supermarket to ensure freshness and quality.

Toiletries and other utilities:

1. Any other non-food supplies like:

 Tissue

 Dishwashing Liquid

 Cleaning solutions

Shall be purchased from PureGold and one brand per product only shall be used

to maintain quality.
 FOOD PREPARATION

Food Safety and Sanitary Procedures:

For Sanitary purposes it is recommended that restaurant staff wash their hands…

1. Immediately before reporting to shift or work

2. Immediately after handling raw products, trash or money

3. After telephone or restroom use.

4. Before and after eating at break times.

For proper hand washing the following is recommended:

1. The sink area must be adequately stocked with soap and paper towels.

2. Run your hands under warm water.

3. Lather your hands up to your elbows with soap scrubbing between fingers and

around nails removing soil and dirt.

4. Rinse hands thoroughly with warm water.

5. Dry hands with a clean paper towel or hot air dryer.

6. Do not touch anything after washing to avoid re-contamination.

 Food Preparation Guidelines:

1. Should sanitize and wash hands to maintain for safe food handling.

2. Kitchen and sink area must be clean at all times.

3. Wear hairnet and apron every time you enter the kitchen area.

4. Vegetables will be stored in the refrigerator for an average of five (5) days.

5. Patties should be moulded and stored in the refrigerator for only one week.

6. The pasta should be cooked and also stored in the refrigerator and is only good

for three days (3days).

7. The sauce of the pasta should be cook only if there is an order from the customer.

8. The kitchen pans should always be washed after cooking one (1) dish.

9. All kitchen utensils and equipment should be washed properly.

10. Each dish should only be prepared when someone ordered.

11. In case of excess food, it should be served to the next order of the customer.

12. Raw meat must be stored above ready to eat foods. They cannot be mixed or

stored on the same shelving.

To Avoid Pest and Food Contamination:

Storage Store all items off the floor.

Trash Do not store trash at the back of the door or the outside dumpster.

Doors Keep the back door closed when not used.

Pest Entry Ensure any holes in the building are sealed and cracks repaired.

Prevention

Inspections Regular and recorded pest control inspections of the restaurant

 CUSTOMER SERVICE

 Order Taking Procedures

a. Greet the customers as they enter the restaurant, the dining room or the

order taking area.

b. Give the menu as they approach the register.

c. Let the customers find their seats.

d. Smile upon ordering.

e. Ask, “May I take your order please?”

f. Determine where the order will be eaten by the customer.

g. As the order is being given, write down the items in the register.

h. Clarify the complete order after the customer has finished ordering to ensure

accuracy.

 Completing the customer order procedures

a. Repeat the order to the customer to display listening and for accuracy

b. Get the total amount of the order

c. Thank the customer and remind them of the total order amount

d. Take the money. The money should be placed immediately to the correct drawer

and small change slots

e. Give the appropriate change of the customer

f. After completing the transaction say “Thank you” to the customer

g. Acknowledge the completion of the order by placing the tray or bag in front of the

customer

h. Greet and call the next customer to the register area

 i. Temperature, music level and window blinds should be controlled and adjusted

as needed.

j. Avoid working around customers while they are eating or conversing.

k. Let the customers feel free to use the jamming area.

Handling Customer’s Complaints

a. If the customer is unsatisfied with the service, listen to the complaint. What

exactly is the customer telling you and what precisely are they dissatisfied about?

b. Do not interrupt and let the customer fully explain their complaint. It may be that it

is easily corrected.

c. Be polite and helpful. Apologize for errors and inconveniences. Do not blame

anyone for the problem; take full responsibility.

d. Answer with empathy. If you were the customer, how would you like to have the

issue resolved?

e. Tell the customer that corrective action will be swiftly, the problem will be

resolved as soon as possible and, if possible, indicate what actions will be taken

to resolve the problem.

f. If the incident involves a food product, make every effort to compensate the

damages.

g. If you require approval from a superior to resolve the issue, let the customer

know this is the case

h. Thank the customer for bringing the complaint to your attention.

i. Repeat the apology if necessary.

 CLEAN UP

Requirements for Dishwashing

 Wash, rinse and sanitize the dishwashing sink before each use and at closing.

 Use service breaks to bring dishes to the sink area to scrape, pre-rinse, wash,

rinse, sanitize and dry.

 Wash sharp or breakable items by hand. Do not submerge these items in water.

 Never mix or combine different cleaning chemicals.

 Check availability of detergent and sanitizing containers regularly.

 Do not wipe dishes dry. Wiping can cause dish contamination and removal of the

sanitizer solution before it has worked completely.

Standard in Cleaning the Restaurant

Cleaning the tables and chairs:

1. Use a clean wiping rug/towel from the utility bucket and squeeze excess sanitizer

solution.

2. Spray a clean solution to the table.

3. Place all trash on one serving tray and stack the trays. Avoid trash spillage from

the trays.

4. Wipe tops, sides, edges and beneath the tabletop.

5. Wipe all crumbs across the table onto the tray to avoid falling crumbs on the

floor.

6. Spray the chair seats with disinfectant.

 7. Rinse out the white cleaning towel with sanitizer.

8. Replace the white cleaning towel, rinse water and sanitizer solution as they

become dirty. Repeat this procedure every 4 hours.

9. Wipe chair legs and table bases with disinfectant detergent and cleaner.

10. Move tables to keep aisles wide enough so that customers may walk by easily.

Cleaning the doors and windows:

1. Use glass and multi surface cleaner and paper towels for cleaning.

2. Fold the towel so it is slightly larger than your hand. When one side becomes

damp, keep refolding the towel.

3. Spray the cleaner on all surfaces and wipe clean.

4. Do not clean the windows while a customer is close by and eating.

5. Check and adjust shades to ensure the customers are protected from sunlight or

glare.
Guidelines in Maintaining a Clean Kitchen

a. All single use containers will be covered, stored and maintained in cabinets to

combat contaminates

b. Cup dispensers and lid holders will be kept stocked, cleaned and in good

condition

c. Counter and shelving areas must be neat, orderly, cleaned

d. The metal ice scoop must be stored in a removable bracket which shall be

cleaned daily.

e. All food stored in refrigerator should be covered

f. All product utensils, equipment or accessories such as spatulas, knives, stirring

spoons and the like must be cleaned and sanitized every shift at a minimum and

stored in a dry area not water or sanitizer

g. Food preparation boards at the cooking and grilling areas or the final preparation

stations must remain in good repair and cleaned regularly

h. No chemicals or cleaning solutions shall be stored and maintained with food or

food products

i. Heat lamps and cooking timers must be cleaned regularly and maintained in top

working order

j. All cooking ventilation vents and hoods must be cleaned daily and kept in

excellent working order

k. Lights must be functioning, protected from breakage, clean and replaced as

needed

l. All walls in the cooking area must be free of cracks, dirt and regularly maintained
Other Measures in Order to Maintain the Quality of the Business

 To maintain the quality exterior part of the business

a. All trash dumpster lids must remain closed at all times

b. There shall be no sign of pest activity anywhere near the restaurant

c. The areas surrounding outside storage modules, enclosed areas or fences

shall remain free of garbage and be cleaned weekly or as needed upon daily

inspection. Excessive products shall be removed to facilitate cleaning and

inspection

 To maintain the quality standards in the restroom area

a. Restrooms must be thoroughly inspected daily by the manager before and

during each shift

b. Walls, floors and ceilings must be in good repair. If repairs such as cracked

floor tiles or wall cracks are evident, repairs must be made quickly and

without inconvenience to the customers

c. Facets will be checked for sufficient pressure of hot and cold water

d. An adequate supply of toilet paper and paper towels will be maintained

regularly

e. Hand dryers will be checked to ensure proper use and maintenance

f. Ventilation fans will be cleaned regularly and shall be free of dust and dirt

g. Waste basket garbage shall be removed as required and necessary at

regular restroom