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Operations Foods Manual
Operations Foods Manual
OPERATIONS MANUAL
2|FRANCHISING AND OPS MANUAL
Contents
STORE HOUSEKEEPING.......................................................................................................................35
OPENING PROCEDURE...........................................................................................................................35
CLOSING PROCEDURES..........................................................................................................................36
STORE UNIFORM AND DRESS CODE................................................................................................37
UNIFORM...............................................................................................................................................38
DRESS-CODE.............................................................................................................................................40
FOOD SAFETY AND SANITATION PRACTICES..............................................................................................41
FOODBORNE ILLNESS.............................................................................................................................41
PERSONAL HYGIENE...............................................................................................................................41
HAND WASHING....................................................................................................................................42
SAFE FOOD HANDLING..........................................................................................................................43
Food Preparation:......................................................................................................................................44
Handle food as little as possible............................................................................................................44
WASTAGE...............................................................................................................................................44
Tracking of Food Waste.........................................................................................................................44
INVENTORY................................................................................................................................................45
Receiving Stocks:...................................................................................................................................45
Storage: Chiller/ Refrigerator................................................................................................................45
Orders....................................................................................................................................................46
Establishing Pars for Ingredients...........................................................................................................46
Food Other.............................................................................................................................................46
Produce..................................................................................................................................................46
STORE SAFETY POLICY...............................................................................................................................46
EMPLOYEE SAFETY.................................................................................................................................47
GENERAL SAFETY...................................................................................................................................47
ACCIDENTS AND FIRST AID....................................................................................................................47
GREASE FIRES........................................................................................................................................48
Characteristics of a Grease Fire.........................................................................................................48
Prevent Grease Fires by:....................................................................................................................49
Troubleshooting FAQ.........................................................................................................................49
LP GAS WARNINGS:...........................................................................................................................50
3|FRANCHISING AND OPS MANUAL
CLEANING..................................................................................................................................................50
FRYER CLEANING PROCEDURE...............................................................................................................50
General Practices.......................................................................................................................................51
You Will Need:.......................................................................................................................................51
Steps to Clean the Fryer:.......................................................................................................................51
Additional Tips and Ideas.......................................................................................................................52
CASHIER.................................................................................................................................................53
TEAM LEAD A DAY IN STORE.....................................................................................................................54
8:00 a.m-9:00am:..............................................................................................................................55
9:00 a.m.- 9:30am..............................................................................................................................55
9:30 a.m.-10:00am............................................................................................................................55
10:00 a.m. - 10:30 am........................................................................................................................56
Prior to leaving:.................................................................................................................................56
Supervisor Responsibilities and Duties..................................................................................................57
STYLES OF HANDLING COMPLAINT............................................................................................................58
FORCING............................................................................................................................................58
HARMONIZING..................................................................................................................................58
NEGOTIATING....................................................................................................................................58
INTEGRATING STYLE..........................................................................................................................58
AVOIDING..........................................................................................................................................58
Six Steps to Dealing with Customer.......................................................................................................58
GLOSSARY OF TERMS.................................................................................................................................59
4|FRANCHISING AND OPS MANUAL
STORE HOUSEKEEPING
OPENING PROCEDURE
STORE SHIFT MANAGER / SUPERVISOR
Store Shift Manager should arrive at store 30 minutes prior to the general operating
hours. This will provide the necessary time to prepare for the day before the
employees arrive.
CLOSING PROCEDURES
STORE SHIFT MANAGER / SUPERVISOR
Check cash out for servers, cashiers, etc.
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Check out the entire kitchen line (equipment shutoff, trash can empty, wiped
down, dishes clean and restocked, floor swept and mopped).
Ensure no trash is outside of the dumpster.
Turn off background music.
Ensure the dining area is swept, tables reset, and chairs arranged.
Check all doors to make sure they are locked.
Turn off all the lights.
Verbally confirm to staff their schedule for tomorrow or the next store
schedule.
LOCKS AND KEYS
Keys and passwords should only be provided to managers or employees who have
demonstrated a history of trustworthiness. Periodically change the password,
especially after the termination of an employment contract. STORE CREW
DUTIES AND RESPONSIBILITIES
STORE STAFF OPENING:
Set up iced tea dispenser
Set up table and chairs
Set up sound system
Rice Cooking
Order taking
Food dispatching
Soda/Drinks assembly and dispatching
Fill up order tally form after duty for the orders taken during shift
Fill up inventory sheet after duty
Endorse money and reports to Store Manager
UNIFORM
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Apron with Our Company logo. Uniform- Polo shirt with Our Company logo on the
upper left side paired with either brown or black
Clean and Must Look Presentable pants or slacks. Black belt or brown belt if needed.
)
KITCHEN HAT
Must be worn inside the kitchen and store
front.
8|FRANCHISING AND OPS MANUAL
HAIRNET
Should be worn especially inside the kitchen or
production area. This is important in line with
sanitation issue.
NAMEPLATE
Name plate used to determine your name.
Should always be worn.
DRESS-CODE
MALE TEAM
FEMALE TEAM PARTNER
PARTNER
Dress Code:
DRESS CODE: Our Store Polo shirt
Clean- Black pants, Clean- black or brown
black shoes and black pants, black socks, and
socks and Our Store black shoes
polo shirt Neat her cap
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Team leader
Dress Code:
Clean- Black/brown pants, black socks, and
black shoes
Our Store Polo shirt
Hair cut should be above ear level
No earrings
PERSONAL HYGIENE
Having good personal hygiene is especially important to defend against the
transmission of bacteria or disease.
Listed below are standards for personal hygiene.
1. All must come to work in clean and presentable work apparel. Follow dress
code standards including wearing slip resistant shoes.
2. Men should be clean shaven.
3. If your hair is shoulder length or longer, it needs to be pulled back for
women.
4. All personnel who are in direct contact to food are required to wear hairnet.
5. Excessive jewelry is not permitted.
6. Fingernails should be clean.
HAND WASHING
Keeping hands clean is one of the most important steps we can take to avoid
getting sick and spreading germs to others. Many diseases and conditions are
spread by not washing hands with soap and clean, running water. Wearing gloves
and changing them regularly is effective however, is NOT a substitute for washing
hands.
To wash hands properly, follow the steps below:
Wet your hands with clean, running water (warm or cold), turn off the tap,
and apply soap. Lather your hands by rubbing them together with the soap.
Be sure to lather the backs of your hands, between your fingers, and under
your nails. Scrub your hands for at least 20 seconds
When you should wash your hands:
Upon arrival to work.
When and after using the restroom.
11 | F R A N C H I S I N G A N D O P S M A N U A L
Extreme caution and awareness must be exercised when preparing and handling all
food. The most critical factor in delivering meals to our customers is that we
ensure the product has been handled properly.
Chemical – cleaners,
pesticides
Physical – band aid,
plastic, Styrofoam,
pieces of broken glass
Indirect bacterial
contamination (infection) of
food, caused by contact with
an infected raw food or non-
food source such as clothes,
cutting boards, knives. Also
called cross-infection.
Food
Preparation:
Handle food as little as possible.
Wear plastic gloves if food is mixed by hand.
Prepare potentially hazardous foods frequently and in small quantities to
help reduce the risk of contaminating food.
Wash fresh produce (tomato, lettuce, and onion) under cold running water
before prepping and serving.
Do not leave prepared food out at room temperature.
Thawing product in the chiller or under cold.
Products are never refrozen after thawing.
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Disposable gloves should be worn when handling burger and anytime it calls
for something to be mixed by hand.
It is necessary to wash all produce with cold water to remove any
contaminants or bacteria.
Use ice bags to prevent produce to get wilted.
All products are rotated in a First in First Out manner (FIFO).
WASTAGE
Are you doing everything to lower food cost? Here at our store we do not lower
down food cost by having cheaper ingredients, what we do is we minimize waste.
Tracking of Food Waste enables the business to identify losses on product markup.
Tracking this will also help the business fix the gap in the processes and identify
whether is its operational wastage or employee driven.
How do we track this? We track this by how we do inventory we weigh if it’s
powder and declare how many grams has been put to waste if it is already a meal
we do a product breakdown to identify which part of inventory has been put to
waste.
This must be reported and calculated with a corresponding inventory amount.
Note that if it is an employee driven wastage, the company will investigate and
check whether it would be charged to the team or to the company.
INVENTORY
Receiving Stocks:
All boxes and containers of food and supplies need to be checked for
freshness and insect infestation before and during storage.
Inspect boxes and cases for tacks and staples that could potentially fall into
food causing injury or infection.
Frozen foods are checked for signs of thawing. Look for fluids in the carton
and ice crystals on or in the product.
Dry goods are inspected for dampness, punctures, dents, and tears. Notify a
manager if products have any indications of mishandling.
All products are rotated in a First in First Out manner (FIFO)
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All foods have what is called a “shelf life”. This is how long a product is
considered fresh while being stored. Making sure products are clearly
marked with expiration dates will help everyone keep track of its shelf life.
Burgers are covered and chilled at chiller or refrigerator. And with ice bag
on top if stored room temperature.
All items are to be stored on labeled shelves/ cabinet a minimum of 6’’ off
the floor.
Brooms, mops, and dust pans should be stored off the floor and in
designated areas.
All products are rotated in a First in First Out manner (FIFO). This process
allows the oldest product to be used first. Please refer to the weekly color-
coding schedule of deliveries.
ORDERING
Orders
o Establish Organized Ordering Guide
o Establish PAR for each Item
o Team Leader is aware of orders
o Team Leader regularly checks Order Book for completeness and
accuracy
Establishing Pars for Ingredients
o Product Mix is used for ordering some ingredients, but not all.
o You must accurately complete the “On Hand” and “Order” columns
so that you get an accurate history of usage.
o You do not have a way to determine usage from P-Mix Report on
most of the Prep Items.
o You must accurately complete the “On Hand” and “Prep” columns
every day for each item. This is the only way to determine usage for
such things as Sauce, Bacon, Fries or Lettuce.
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o Develop pars for these items for each day of the week.
o Post a Par sheet in the kitchen and update, as necessary.
o Compare usage versus sales using the P-Mix Report.
o Track increases in usages and determine whether the cause is waste or
an increase in sales of that item.
Food Other
o Shortening: Filter every day.
o Sauces: Scrape all containers
Produce
o Product Quality and Product Yields are the most important aspect of
controlling Produce Cost.
o Check in orders and check weights of each case and match to the
invoice.
o Maximize onion, tomato, and lettuce quality (Improve yield)
o Monitor Premium Burger sales vs. Premium Burger usage.
o Weigh each order of chips prior to cooking. Should portion prior to
rush hours.
o Beverage dilution should be monitored vs. dilution ratio.
1. When cleaning electric equipment, always make sure it is turned off and
unplugged.
16 | F R A N C H I S I N G A N D O P S M A N U A L
2. Glassware used for employees should be plastic cup not glass. If it should
break, glass could get into the food.
3. Always be careful when handling knife.
4. Regular cleaning of grill canal is necessary to prevent any chance of a grease
fire.
5. Use dry towels when handling hot equipment. Wet towels will serve as
conductors of heat.
6. Always turn handle of any cooking utensil in use away from open walkways
or aisles. Be careful that handles are not above open flames.
7. Grills are to remain closed when not in use.
8. Never pick up anything that is too heavy for you. Ask for assistance.
9. No horseplay!
10.Wear proper slip resistant shoes.
11.Always use the specified tool for each job. Ex] Use a can opener to open
cans, NOT a knife.
12.Floors should always be kept dry and free of debris. Sweep and mop often.
Always keep the floors dry.
13.In the case of a fire, immediately notify Manager on Duty. Attempt to
extinguish fire with proper extinguishing agent.
1. Cuts: Rinse the cut or wound with water and apply pressure with sterile
gauze, a bandage, or a clean cloth. If blood soaks through the bandage, place
another bandage over the first and keep applying pressure. Raise the injured
body part to slow bleeding. When bleeding stops, cover the wound with a
new, clean bandage.
2. Burns: Cool the burn to help soothe the pain. Remove rings or other tight
items from the burned area. Do not break small blisters (no bigger than your
17 | F R A N C H I S I N G A N D O P S M A N U A L
little fingernail). Apply moisturizer or aloe vera lotion or gel, which may
provide relief in some cases
3. Strains and Pulls: Rest the sprained or strained area. If necessary, use a sling
for an arm injury or crutches for a leg or foot injury. Splint an injured finger or
toe by taping it to an adjacent finger or toe. Ice for 20 minutes every hour.
Never put ice directly against the skin or it may damage the skin. Use a thin
towel for protection. Compress by wrapping an elastic (Ace) bandage or sleeve
lightly (not tightly) around the joint or limb. Specialized braces, such as for
the ankle, can work better than an elastic bandage for removing the swelling.
Elevate the area above heart level if possible.
GREASE FIRES
Characteristics of a Grease Fire
• A fire burning inside the grease burner box- may become uncontrollable if not
monitored
• Usually accompanied by high flames, a lot of smoke and black soot
• May cause charring on the lid side panels (inside and outside), may damage
temperature gauge, cause brownish coloring on stainless steel lids and soot and ash
build up on cooking grates.
Prevent Grease Fires by:
• Removing grease build-up on key parts such as flame tamers, cooking grates, and
burner box
• Frequently cleaning the grease collection plate and grease cup or putting ha water
content in the grease collector.
• Always reducing cooking temperature to “MED” or “MIN” heat, following
PREHEAT until the desired cooking temperature is reached.
• Burning off build-up on the cooking grates and heat plates after each use FOR
YOUR SAFETY
• DO NOT throw water on a grease fire
18 | F R A N C H I S I N G A N D O P S M A N U A L
Troubleshooting FAQ
My burner makes a popping or motorboat noise and does not get as hot as usual.
What could be wrong? If you have the original ceramic burner, there is likely a
crack in the ceramic, and the burner needs to be replaced.
Why won’t my grill get hot? LP Gas Grills: If you have just changed your gas
cylinder and find that it will not get hot, you have probably activated the excess
flow valve (safety mechanism) built into the tank valve. If you continue to have
problems reaching higher temperatures, check to see if there is an obstruction in
the orifice of your control valve. If this does not fix the problem, you have a
defective regulator that needs to be replaced
Natural Gas Grills: Check to see if there an obstruction in the orifice of your
control valve. If you continue to have problems after cleaning your orifice, contact
your gas supply company to determine whether you have sufficient gas pressure or
if your regulator is defective.
Why won’t my burner light? When a burner(s) will not light, you either have an
igniter problem or a gas pressure problem.
If you have just changed your LP gas cylinder, you have probably activated the
excess flow valve (safety mechanism) built into the tank valve. If your burner
will light with a match, you have an ignition problem
If one or more of your burners will not light with a match, you have a
gas pressure problem. Reset the excess flow valve in the LP gas
cylinder. Try lighting your grill. For natural gas grill, move to the next step.
LP GAS WARNINGS:
o Always turn cylinder valve off when the grill is not in use.
o Always handle the tank valve with the utmost care.
19 | F R A N C H I S I N G A N D O P S M A N U A L
CLEANING
FRYER CLEANING PROCEDURE
There are many benefits to taking good care of your fryers, general cleaning and
maintenance is the best way to assure years of trouble-free service from your fryer.
Also, high-efficiency fryers have more detailed features, but they do not require
expensive services. This is because additional functions and components of the
equipment, such as auto ignition and solid-state controls reduce the overall wear of
the equipment.
General Practices
Clean the Element
Make sure that you clean the heating ribbons or elements that are submerged in oil
every time the oil is drained or filtered from the vat. The oil should be brushed
clean to maintain proper heat transfer
Remove any food crumbs and particles from the fryer pots to prevent
sediment build up, you should do this daily
Wipe down the exterior of your fryer at the end of every day
Make sure that you focus on around the rim of the fry vat to prevent oil spillage
20 | F R A N C H I S I N G A N D O P S M A N U A L
1. Turn the fryer off and allow the oil to cool down completely.
2. When the oil has cooled, drain it from the fryer into a container for
storage (if you will be reusing it) or dispose of it properly.
3. Use a scraper to scrape as much build-up from the sides as possible.
Dispose of the removed build-up.
4. Next, fill the fryer with water. Fill it as full as you would if you were
filling it with oil.
5. Add a small amount of grease dissolving dish detergent, to the water
and agitate slightly to mix.
6. Turn the fryer on until the water begins to boil.
7. Allow the water and soap to boil in the fryer for several minutes.
This will help to loosen and remove the oil that is stuck around the
sides of the fryer.
8. Turn the fryer off and allow the water to cool down.
9. Dump out the water and wipe out the inside with a sponge, cloth, or
paper towels. Try to remove as much of the oil from the sides as
possible.
10. Fill a bowl with water and dish detergent. Use this mixture to
moisten the scrubber and scrub away any remaining oil from the
inside of the fryer.
11. Rinse completely with clean water.
12. If oil remains, often as a sticky film, it can be removed with baking
soda.
13. Mix baking soda with a small amount of water to make a paste.
14. Rub the paste onto the surface of the fryer where the residue
remains and/or there is a sticky film.
21 | F R A N C H I S I N G A N D O P S M A N U A L
15. Use a sponge or cloth to rub the paste in a circular motion. Continue
until the sticky film is removed.
16. This paste is also useful to remove any oil splatters and build-up on
the exterior of the fryer.
17. Rinse again with clean water.
18. Ensure that all the cleaning products have been removed before
drying with a soft towel.
19. If any other areas of the fryer have gotten wet, allow them to dry
completely before use.
CASHIER
Calculate total payments received during a time and reconcile this with total
sales.
Compute and record totals of transactions.
Keep periodic balance sheets of amounts and numbers of transactions.
Bag, box, wrap, or gift-wrap merchandise, and prepare packages for
shipment.
Compile and maintain non-monetary reports and records.
Monitor checkout stations to ensure that they have adequate cash available
and that they are staffed appropriately.
is accountable on drink orders as well.
Job responsibility is cleaning of iced tea dispenser
Ensure there are no employee issues that will affect the shift or that
will need to be addressed immediately. (absences, late, sickness
issues)
See if there are any R&M issues that occurred from last night, or
that need follow-up from a previous shift.
Check product notes to see if we need an immediate delivery.
Make any notes for today from your earlier observations regarding
the closing last night and any product, small ware, or equipment
issues.
Ensure all inventory procedures and paperwork were done properly last
night.
Place any orders that need to be placed for the day (with purchasing).
9:30 a.m.-10:00am
Opening staffs will start arriving. Be aware of who is here, who is late, and
who has not shown up yet.
Be prepared with any additional projects you would like the openers to
complete before we open.
Follow up on any missing product issues or equipment issues. Now is the
time to ensure we have all the necessary products in house and that any
repair service calls have been placed and assistance is on the way.
Supervise all kitchen and walk in guests’ activities and ensure optimal
quality of all production and coordinate with customers to maintain
optimal level of customer satisfaction and analyses all customer
requirements and provide efficient response.
Collaborate with proprietor to review all employee performance and
provide training to increase all performance and monitor all guest requests
efficiently to achieve all customer objectives and maintain knowledge on all
liquor regulations.
Manage all storage supplies and assign staff in all requisition activities and
evaluate all daily specials.
Oversee all work in shift and restock all supplies at end of shift and perform
regular inspections on all equipment’s and recommend required repairs.
Receives and rejects all non-compliance products to ensure proper
recording and quality control from receiving.
Is accountable on the Daily inventory and Tally sheet that the Cashier will
present him. Always ensure check and balance of the inventory vs. items
sold.
Does walk through before and after the shift. To ensure work environment
is pleasant and in order.
Handles complaints in a professional way.
Submits on time all detailed reporting such as inventory, tally sheets and
monthly financial expenses and sales.
Is the last person to go home to check all equipment’s are close and all
monetary fund (if applicable) are in the vault or safe keep?
INTEGRATING STYLE
High on both concern for relationships and concern for goals; seeks new goals
which incorporate those of both parties, and which lead to grown in the working
relationship: stresses collaboration and problem solving.
AVOIDING
Low on both concern for relationships and concern for goals; aimed at not
becoming involved with conflict.
Each style has advantages and disadvantages. It is essential to read the situation
and bring to it a useful style and approach. Likewise, different stages of conflict
may call for different styles. “Forcing” may be more common in the beginning,
while “negotiating” must take place later if compromise is to be reached.
Six Steps to Dealing with Customer
When it comes down to it, many customers do not even bother to complain. They
simply leave and buy from your competitors. Research suggests that up to 80
percent of customers who leave were, in fact, "satisfied" with the original
company. Obviously, customer satisfaction is not enough. Businesses nowadays
need to positively delight customers if they want to earn their loyalty.
It may seem counter-intuitive, but a business owner’s ability to effectively deal
with customer complaints provides a great opportunity to turn dissatisfied
customers into active promoters of the business. Here is some customer service
practices.
0. Listen carefully to what the customer has to say and let them finish. Do not
get defensive. The customer is not attacking you personally; he or she has a
problem and is upset. Repeat back what you are hearing to show that you
have listened.
1. Ask questions in a caring and concerned manner. The more information you
can get from the customer, the better you will understand his or her
perspective. I have learned it is easier to ask questions than to jump to
conclusions.
2. Put yourself in their shoes. As a business owner, your goal is to solve the
problem, not argue. The customer needs to feel like you are on his or her
side and that you empathize with the situation.
3. Apologize without blaming. When a customer senses that you are sincerely
sorry, it usually diffuses the situation. Do not blame another person or
department. Just say, "I'm sorry about that.”
4. Ask the customer, "What would be an acceptable solution to you?" Whether
or not the customer knows what a good solution would be, I have found it is
28 | F R A N C H I S I N G A N D O P S M A N U A L
best to propose one or more solutions to alleviate his or her pain. Become a
partner with the customer in solving the problem.
5. Solve the problem or find someone who can solve it— quickly! Research
indicates that customers prefer the person they are speaking with to instantly
solve their problem. When complaints are moved up the chain of command,
they become more expensive to handle and only add to the customer's
frustration.
There is no getting around customer complaints, regardless of your industry.
However, by employing these steps and taking the time to review the issue
with the customer, you can turn challenges into something constructive.
Lastly, thank them for their feedback for it will help you to avoid future
complaints.
GLOSSARY OF TERMS
company has earned (or lost) in a given period of time (usually one year). Also
called net income or net earnings.
NET SALES-Gross sales less return and allowances
PAR LEVELS-The average amount of an item that needs prepared, ordered, or
have available on-hand.
POS- (Point of Sale) is the time and place where a retail transaction is completed.
PRODUCT MIX: - The total number of a particular item sold during a determined
time frame such as one day, one month or one quarter.