DOUGHBOYS TRAINING MANUAL

Bringing that family first customer service to a modern-day society with affordable everyday
pricing to feed the whole crew. Help us deliver the hype worldwide so we can all be a part of the
Doughboy’s World. Welcome to the team!

“Taste the Hype”

Chapter 1: The One that Feeds Us

Steps for a successful phone call
Cashing out
Delivery Driver Option
Customer Complaints

Chapter 2: FOH Open/Close

Open
During Shift
Close

Chapter 3: Online Ordering

Uber, Skip, DD

Chapter 4: BOH Introduction

Communication: timed orders
Online orders
Delivery orders

Chapter 5: Menu
Preparation
Execution
Pizzas
Chicken

Chapter 6: BOH
Open
Close

Chapter 7: Personal appearance

Uniform

Chapter 8: Promotions
Cashout
Discounts
Giftcards
Paying over the phone

Chapter 1: THE ONE THAT FEEDS US

The customer can make or break a business. That is why every single customer interaction is so
important. Taking a customer’s order is just as important as completing the order. You must
make sure that all steps of service are complete and correct at every step of the way. For
instance, if a customer orders a lb of strips and the employee mistakes them for a lb of wing the
customer will be unhappy. Every order must be repeated back to the customer when finishing the
phone call in order to ensure accuracy.

Steps to a Successful Phone Call:

For a successful phone order, follow these steps:

1. Answer the phone with a polite and cheerful tone. “Hello, you’ve reached Doughboys
(location), my name is (your name), will this be for pick up or delivery?
2. Ask for their phone number and name for the order. If for delivery, when inputting
address, make sure it is within the 10-minute radius of the location.
3. After taking the order, repeat it back to the customer to confirm accuracy.
4. If correct, state the total amount of the order (after taxes), and then quote them for the
time that their order will be ready (15 minutes for pick up, 45 minutes for delivery).
-We use a notebook system where we allow 5 orders to be placed every 15 minutes so
before you confirm a time with the customer, double check that the time they want or the
time you’re giving is available.

Cashing out the customer:

Taking payment from a customer can be stressful at times but taking the process step by step
will ensure that it is done properly and seamlessly. Using the computer and handheld
machine can be confusing at first but after repeated use, it becomes clear.

1. When a customer enters the store greet them immediately with a smile.
2. Politely ask if they are here to pick up an order or to place an order.
3. If they are here to pick up an order, ask for the name they placed the order under.
4. Select the name on the screen using the computer up and down arrows.
5. When selected, the total amount to be charged will be beside their name.
6. If they would like to pay by card (Debit, Visa, Mastercard, Amex), select the top left
green button that says “sale” and type in the amount. (Always remember to double check
that the amount is correct).
7. When the payment has been approved, a customer receipt will print out. Ask the
Customer if they would like a copy. If so, give them the first copy and keep the second
“merchant copy”.
8. Staple this copy to their itemized bill.
9. If they hand you cash, select “Finish Order” on the computer screen and select cash then
type in the amount of cash they handed to you if not exact amount.
10. The computer will show the change due with a – beside the number.
11. If you must return a sale, ask your manager for assistance.
12. Politely thank them for their business.

Delivery Driver Option:

1. The driver will hold all receipts and cash until the end of the shift.
 2. Give driver 5$ for every delivery they took and record the amount paid out on a sticky
note. Print off settlement and give them amount owed under tips on the slip that printed.
(Record tip amount as well)
3. Close out deliveries to cash or card payment on the computer.

Customer complaints:
Taking a customer complaint can be risky as you are trying to keep business from an unhappy
customer. These situations will be handed by the shift leader or manager on duty. If either of
these people are unavailable, you must do your best to make sure that the customer leaves
satisfied. Customer complaints may vary but the most common ones pertain to food quality and/
or service. When this occurs, always agree with the customer. Try your best to be understanding
and always apologise. Ask the customer what you can do to fix the situation. An easy option is to
have the cooks remake the order ASAP. Another option is to offer something extra free of
charge. If unsure what to do in a certain situation, contact Zack for assistance. If the original
order was placed under delivery, you can have it sent out for free or if it was placed under pick
up have them know it will be a priority to get it to them. Another option is to give the customer a
gift card for a future order and inform the manager or owner of the situation.

Every customer is different, and it is your job to make sure that all their needs are met when they
leave the store. Try your best and always attempt to show them that you care.

1. When a customer calls and states a reason for their complaint, ask for the phone number
on the original order and name to locate said order.
2. Sincerely apologize for the mistake made and offer a solution to the complaint.
3. If you are unable to find a solution, hand the contact information to the manager and
allow them to take over.
4. If they choose to come back, ensure that their order is a priority.
5. If the order was for delivery, we will make it a priority to get it out right away.
6. Apologize for the mistake only once and politely thank them for their business.

Chapter 2: FOH
Open:
1. Arrive to your shift 5-10 minutes before you start so you are ready to start answering the
phone at your start time. Check voicemails and then the binder.
2. Make sure front door is unlocked.
3. Turn on tv’s to the desired menus.
4. Turn on appropriate blockbuster movie through Netflix.
5. Make sure batteries are charged on both phones and credit machines.
6. Turn on Uber and make sure screen is open so that we are available to accept orders.
7. Set up booklet pages with four spaces per 15-minute increment between the hours of 4-8
or 4-9 (depending on the day).
8. Find out from the kitchen who will be taking deliveries.
9. Check sauces and pop to find out if we are missing anything before taking orders.

During shift:
 1. The customer is your number one priority during open hours.
2. Always answer the phone. If you are already on the phone, politely excuse yourself and
answer the second phone to politely put them on hold.
3. Always make sure to mute the phone after putting it on hold.
4. Close payments on the computer as soon as possible to avoid confusion and open bills.
5. If a customer comes in and their food is not ready, ask them what their vehicle looks like
and offer to bring their order out to them when ready.
6. Make sure to record their vehicle type beside their name in the notebook.

Close:
1. Reference the checklist binder
2. Take garbage and recycling out and empty them.
3. Restock pop fridge as best you can for the next day.
4. Fold boxes to fill the shelves again for the next shift.
5. Clean off and wipe down front counter and expo station.
6. Turn off all televisions and place remotes under the counter.
7. Turn off uber and put tablet under desk.

Chapter 3: Online Ordering

1. When accepting orders, treat them as deliveries or phone calls.

2. Change or adjust the time if needed. It is imperative to select confirm order.
3. Take the time to print a second chit for chicken and highlight due time.
4. When the order is ready and completed, hit “ready”
5. When driver arrives, confirm order name or number and hand to driver.
6. Make sure order is sealed.
7. If the driver has no bag, ask him to go and get it.

Chapter 4: BOH Introduction

At doughboys we have created a system. We prepare orders to be ready every 15 minutes.
Double check with the manager on duty to find out how many orders to take per 15-minute
increment.
1. When dough is complete, the chefs will put the pizza’s together and put them into the
oven. It is on them not to fall behind and start the orders in a timely fashion.
2. Do not jump bills and have things cooked at different times.
3. All online order platform (uber, skip, etc) orders will be added at any time and treated
like orders. They will always be pushed back 45 minutes and available to be completed
when they can be.

Uber, Skip, DD:

1. Order will say pick up or delivery.
2. If it says pick up DO NOT do that bill ahead of time. Treat it as a timed order.
3. If it says delivery, get it done ASAP.
4. It is on us to make sure that when we have the delivery order together, it’s properly
organized and communicated.
Chapter 5: Menu
The make-table is the heart of the store. Just like the front is the brain. Any order placed over the
phone goes directly to the cook’s dough table and the chicken table.

Preparation
Every pizza has its own set of specifications that will need to be followed. Any deviation from
these specs will lead to a shortage in food product. This ultimately leads to an influx in food
costs, and this can affect 20-30% of Doughboys weekly budget.

For each pizza size that we offer, there is a different utensil that must be used to eliminate
measurement error. For example, portion cups have rings that will measure for med, large, or XL
pizza. We will have a 4 oz ladle that is used for all dough sizes. Each cup is colour coded to
represent the size of the pizza you are making.

To create a pizza to spec, follow these guidelines:

1. Place the corresponding quantity ring on the pizza (for stuffed crust size down as the
cheese is put on the outside of the ring)
2. Select the corresponding cheese cup using the same colour you would for the meat or
vegetables.
3. Fill the proper cup to the top and level off any excess cheese.
4. Make sure to spread cheese evenly and distribute from the outside to the inside because
cheese melts towards the middle.
5. Carefully read your chit to ensure the order is made with without specific items, with less
of something, with more of something, thin crust, vegan, or any other dietary restriction
specified.

These steps ensure that our food is the exact same every time. It may not seem like a big deal
when one pizza is made incorrectly, but if it becomes a habit, it causes the store to be
inconsistent. Keeping the food product labeled correctly and turning over product daily is
also extremely important so that produce does not go bad. One incorrect label can cause a
loss of point on a health inspection. A store must always pass and be able to proceed with
business.

Every product that is stored in the walk-in refrigerator must have a sharpie or sticker label on
it. When labeling a container you must include the name of the product, the day it was made,
and its expiry date. You must also initial at the bottom of the sticker to show that you were
the one that labelled the product. This ensures that you take responsibility for labeling
properly.

There is a chart that shows every product in the store that must have a label as well as the
number of days it can be used for. Refer to this chart when using or dating any product.

Execution
The cut table is the second part of the pizza making process. At this station, employees cut the
cooked pizzas coming out of the oven, top them if necessary, and box them to be ready for
delivery or carry out. Employees here must be able to prioritize when handling customers and
making sure orders go out. When working expo on a busy night, this is a very important position
as you are the one putting orders together and any mistakes can cause a big holdup to the
process.

1. Carefully read the chit to see what is coming out of the oven.
2. Match the order with the pizza that is currently coming off the conveyor belt oven.
3. Brush pizza with garlic butter around the edges.
4. Use the pizza paddle and place in the box.
5. Place the tray on the rack or beside
6. Pick up the pizza cutter and determine if the pizza is half/half or modified. If so, cut the
pizza accordingly.
7. Make sure the cuts are through the entire pizza (unless stuffed crust).
8. Cut the pizza based on size (M- 8, L-10, XL-12).
9. If it is a speciality pizza, add required toppings to finish the pizza.
10. Once complete, place the pizza in a corresponding sized box.
11. If the order has multiple items, match the items with the chit.
12. Make sure all sauces and pops are included in order.
13. For Uber orders, make sure all packages are sealed and when the chit comes up, you
notify the front to hit ready.

Pizzas
In store teaching and menu test and knowledge

Chicken
You must be extremely careful around the fryers. They contain 10 gallons of 350-degree oil. Any
splash could severely harm your skin and create third degree burns. Using the necessary
precautions will greatly decrease the risk of being burned, this is a simple task as it only requires
a handful of steps.

1. Make sure you understand what is being ordered.

2. Prioritize what takes the most time vs shortest time to cook.
3. Make sure the table is always organized and clean.
4. Know which friers are hot and turned on as well as which one is for vegan.
5. Wait for the wings, strips, fries’, breast or doughboys’ to be completely cooked before
taking them out of the basket.
6. Use the timer for fries and doughboys’ and reset when they are done.
7. If you are serving tossed wings, make sure the sauce is ready in the bowl.
8. After tossing, place in corresponding box.
9. Bring completed product over to the execution station and make sure that they are
notified.
10. Discard your chit immediately once finished.
Chapter 6: Open-Close BOH
When opening and closing, reference the checklist binder. Speak with the MOD to know if
anything is 86’ or we need to push a specific product. Make sure you are always presentable and
ready to go for your start time.

Any duties not completed or left for the next shift will result in disciplinary action.

Chapter 7: Personal Appearance

At doughboys, we pride ourselves on looking uniform while providing excellent start to finish
customer service. It is important that you show up to every shift physically and mentally
prepared to work. Facial hair must be trimmed, or a beard net must be worn. Hair nets or a hat
must be worn in the kitchen. All staff with long hair must have their hair tied back or up.

Uniform:
1. All employees are required to have two Doughboys’ shirts. (20$)
2. If you need a new or extra shirt, ask to purchase one from your manager.
3. Black pants, medium length shorts or leggings are required for FOH staff and long black
pants for BOH.
4. All staff must be wearing close toed non-slip shoes.
5. Gloves must always be worn when handling food in the kitchen or at the execution
station.

Chapter 8: Promotions
Cashout:
When cashing out, make sure we are correctly closing Visa, Mastercard, Debit, Credit, American
Express or Cash.

1. Any promotions will be known to the staff working that evening.

2. Anything new that you should know for your shift will be posted so you are aware of all
new launches and new pricing changes etc.

Discounts:
1. These will only be given if approved by MOD.
2. If discount is approved, you must highlight the discount on the chit
3. If MOD is not available, you must ask the customer to wait or if they are in a rush, you
charge them full.
4. You do not have authorization to make these decisions and if you are unsure, always ask a
manager.

Gift Cards:
1. If someone would like to buy a giftcard, take a card and flip it to the back.
2. Sign the bottom and write down a giftcard number on the card. Record this information in the
giftcard book.
3. If someone would like to use a giftcard toward their purchase, apply the full or partial amount
of the giftcard as a discount to the total.
4. If giftcard is used fully, keep the card and staple it to the bill.

Paying over the phone:

1. If someone would like to pay over the phone, politely write down their name, credit card
number, exp date, cvv; attach this info to the original bill and pin to the board.
2. Let your manager know ASAP so that they may close the bill.

Final Notes from Zack

Doughboys is my passion in life. Doughboys aims to be a fixture in all neighbourhoods. It can
accommodate any budget, and it brings high quality to corporate, affordable pricing. We stand
by service and quality. Our business hours were created to maximize your efficiency and
willingness to help improve the business with your character and skills. Whether this job is a
steppingstone or a permanent workplace, the life lessons and work experience that you develop
from this brand will be carried for a lifetime. Thank you from the bottom of my cheesy heart.
THANK YOU for wanting to be a part of the team.

 Any friends or family discounts will be authorized by Zack and his partners at each
location. That means charge full price to anybody unless I instruct you to do something
different. Partners will be discounted with friends and family orders over $75. Anything
under 75 will be 100% comped.

 Zack will decide if Uber or any online ordering platform will be paused etc.

 One pop per shift is allowed. No iced tea or plastic water bottles.

 Staff meals are to be under 15 dollars and then discounted 50%.

 Do not make extra food. If I see a common trend, there will be consequences.

ZACK AGATHOS
FOUNDER/CEO