OPERATIONS MANUAL

Contents
STORE HOUSEKEEPING............................................................................................................................4
OPENING PROCEDURE.............................................................................................................................4
CLOSING PROCEDURES............................................................................................................................5
STORE UNIFORM AND DRESS CODE....................................................................................................7
UNIFORM.................................................................................................................................................7
DRESS-CODE...............................................................................................................................................9
FOOD SAFETY AND SANITATION PRACTICES..............................................................................................10
FOODBORNE ILLNESS.............................................................................................................................10
PERSONAL HYGIENE...............................................................................................................................10
HAND WASHING....................................................................................................................................11
SAFE FOOD HANDLING...........................................................................................................................12
Food Preparation.......................................................................................................................................13
Handle food as little as possible.............................................................................................................13
WASTAGE..................................................................................................................................................13
Tracking of Food Waste.........................................................................................................................13
INVENTORY................................................................................................................................................14
Receiving Stocks.....................................................................................................................................14
Storage: Chiller/ Refrigerator.................................................................................................................14
Orders.......................................................................................................................................................15
Establishing Pars for Ingredients..............................................................................................................15
Food Other...............................................................................................................................................15
Produce.....................................................................................................................................................15
STORE SAFETY POLICY................................................................................................................................16
EMPLOYEE SAFETY.................................................................................................................................16
GENERAL SAFETY...................................................................................................................................16
ACCIDENTS AND FIRST AID.....................................................................................................................17
GREASE FIRES.........................................................................................................................................18
Characteristics of a Grease Fire..........................................................................................................18
Prevent Grease Fires by:....................................................................................................................18
Troubleshooting FAQ.........................................................................................................................18
LP GAS WARNINGS:............................................................................................................................19
CLEANING..................................................................................................................................................20
FRYER CLEANING PROCEDURE...............................................................................................................20
General Practices.......................................................................................................................................20
You Will Need........................................................................................................................................20
Steps to Clean the Fryer.........................................................................................................................21
Additional Tips and Ideas.......................................................................................................................22
CASHIER.................................................................................................................................................22
TEAM LEAD A DAY IN STORE.....................................................................................................................24
10:00 a.m-10:15am............................................................................................................................24
10:15 a.m.-10:30am...........................................................................................................................24
10:30 a.m.-10:45am...........................................................................................................................25
Prior to leaving...................................................................................................................................26
Supervisor Responsibilities and Duties..................................................................................................26
STYLES OF HANDLING COMPLAINT............................................................................................................27
FORCING............................................................................................................................................27
HARMONIZING...................................................................................................................................27
NEGOTIATING.....................................................................................................................................27
INTEGRATING STYLE...........................................................................................................................27
AVOIDING...........................................................................................................................................27
Six Steps to Dealing with Customer.......................................................................................................28
GLOSSARY OF TERMS.................................................................................................................................29
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.

 Ensure that the outside of the store is free of any litter.

 Unlock the store.
 Check messages on the phone, group chat, SMS, etc.
 Turn on kitchen equipment and ensure in working order.
 Ensure that enough employees are available to perform the necessary tasks.
 Assign employees to each work area.
 Hold a brief morning staff meeting and start the meeting by offering a
Prayer. Explain assignments to employees. This should be a short 10 –
15 minutes meeting to ensure everyone is on the same page for the day.
 Verbally confirm that each employee knows his or her assignment for the
day.
 Make sure that the store will open and ready to serve on time.
 Attend to any issues that need immediate attention (e.g. zero to critical
supply stock, payments to suppliers, schedule of deliveries, etc.)
 Check and report if all food, beverages, and condiments are in good
condition and can still be served to customers.
 Checking and reporting of wastage.
 Review yesterday’s note in the official logbook.
 Sign the Daily Time Record of each employee and verify its correctness.
 Check if there are enough coins in Change Fund.
Make sure that before opening crew end their shift, all back up for sauces,
beverages, and other food-related items have been properly prepared and
endorsed
CLOSING PROCEDURES
STORE SHIFT MANAGER / SUPERVISOR
 Check cash out for servers, cashiers, etc.
 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
STORE STAFF CLOSING:
 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
 Clean and disassemble iced tea dispenser
 Clean and fold tables and chairs
 Endorse money and reports to Store Manager
FOOD ASSEMBLER/ PRODUCTION CONTROL
(PC):
 Set up equipment during opening (e.g. rice cooker, fryer, and burner)
 Heating of Bread If Necessary
 Ordered fries cooking and assembling (NO THAWING FOR RAW FRIES.
MUST BE COOKED FROZEN)
 Food assembling and wrapping
 Iced tea replenishment
 Sauce replenishment
 cooking/heating and serving
 Back up sauces for the following shift or store operation
 Cleaning of equipment during closing (e.g. rice cooker, fryer, and
burner) KITCHEN STAFF
 Set up griller/burner during opening
 Thawing of Frozen Goods
 Precooking of Meat Products for peak hours preparation
 Re heating or Cooking of Meat Products for ordered products
 Cleaning of griller/burner/oven during closing.
STORE UNIFORM AND DRESS CODE

UNIFORM

Apron with Our Company logo. Uniform- Polo shirt with Our Company logo on the
Clean and Must Look Presentable upper left side paired with either brown or black pants
or slacks. Black belt or brown belt if needed.
)
KITCHEN HAT
Must be worn inside the kitchen and store front.

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
 Hair pulled back for  NO earrings
women  Wear hairnet
 Plain earrings. Minimal Our Store Apron
jeweler.
 Presentable make up
 Neat apron and hair
cap.

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
FOOD SAFETY AND SANITATION
PRACTICES
FOODBORNE ILLNESS
Food borne illness (also food borne disease and colloquially referred to as food
poisoning) is any illness resulting into mishandling of raw materials and
contamination during food preparation.

OUR STORE is particular on sanitation as this is the core discipline of the

company. Here are some best practices that needs to be followed religiously.

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.
 After handling equipment or food.
 After cleaning tables and counter tops
 After eating, drinking, or smoking (if permitted).
 After sneezing or coughing.
 Before preparing food.
 After removing gloves and before putting on new gloves.
 After handling raw foods (including fruits and vegetables).
 When switching between working with raw foods and ready to eat foods.
 Anytime you touch your hair, clothing, apron, face, etc.
 After taking out the trash.
 After sweeping, mopping, or using a squeegee.
 After using chemicals.
 After clearing and cleaning plates.
 As many times as needed or a minimum of every 30 minutes.
SAFE FOOD HANDLING

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.

Contamination is the presence of harmful substances not originally present in food.

Below are the three basic types of contamination present in our restaurants and
examples of each.

 Biological – germs, viruses, bacteria

 Chemical – cleaners,
pesticides
 Physical – band aid,
plastic, Styrofoam,
pieces of broken glass

Cross Contamination – The

process by which bacteria or
other microorganisms are
unintentionally transferred
from one substance or object
to another, with harmful
effect.

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.
 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)

Storage: Chiller/ Refrigerator

 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.

Week 1- Yellow sticker

Week 2- Green sticker
Week 3- Red sticker
Week 4- Blue sticker
Week 5- Orange sticker
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.
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.
STORE SAFETY POLICY
EMPLOYEE SAFETY
Working in a safe environment is a priority of our store.
Accidents occur because of three basic reasons:
 Improper training – Someone who is not trained or is using a piece
of equipment improperly.
 Carelessness – Someone who is hurrying through a job. Most common are
slicer cuts, burns and cuts from kitchen knives.
 Lack of preventative maintenance – Equipment that is not properly cared for
has a higher chance of malfunctioning.
GENERAL SAFETY
Below are some general safety rules to follow while working.

1. When cleaning electric equipment, always make sure it is turned off and
unplugged.
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.
ACCIDENTS AND FIRST AID
The four most common accidents that occur within a kitchen are:

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
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 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

 Replace the battery in the igniter and try lighting again

 If your burner still will not light, check to see if the wire that connects the
igniter to the electrode (mounted to the burner) has come unplugged or is
loose. Make sure that the wire is attached to the electrode on one end and
the igniter on the other. Try lighting again
 If your burner(s) still will not light, replace the electrode mounted to each
that will not light. However, if you can light all your burners with a match
but none with the ignition system, you need to replace your igniter.

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.
o Never connect an unregulated LP gas cylinder.
o Always keep the cylinder, in use, securely fastened in an
upright position
o Never expose the cylinder to direct sunlight or excessive heat.
o Never insert any kind of object into the valve outlet as this may
cause damage to the Back check. A damaged Back check can leak
resulting in fires, explosions, property damage, Sever injuries or
death.
o Do not store an LP cylinder in enclosed spaces such as a carport,
garage, porch, covered patio, or other building. Make sure the storage
area has a lot of ventilation.
o Do not store an LP cylinder in an area where children play.
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

You Will Need:


Grease dissolving dish detergent

Water

Baking soda

Plastic scrubber (for Teflon coated fryers)

Soap filled steel wool pads (for metal fryers)

Container to hold the oil

Soft cloths or towels
Steps to Clean the Fryer:

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.
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.
Additional Tips and Ideas

For extremely dirty fryers, oven cleaners have been found useful by
some. However, use caution when placing these strong chemicals
into the fryer and rinse thoroughly to ensure that no chemicals
transfer to the cooking oil when it is refilled.

If oil stains are old and difficult to remove, they can be made “fresh”
again by spraying them with WD-40. Again, take extra care to wash
and rinse the fryer thoroughly to ensure that all residue is removed
before use.

Vinegar is another additive that can be used with water to remove
sticky residue. Combine with hot water and moisten a scrubber to
apply it to the surfaces. Rinse when finished.

Though getting any of the electric components wet should be
avoided, it does happen from time to time. To ensure that the fryer
does not become permanently damaged, allow any water to dry
completely before plugging the fryer back in. In most cases, once the
water dries, the unit will work simply fine.
CASHIER

Cashiers take payments from customers in exchange of goods or services while

providing Them with exemplary customer service. They greet customers as they
arrive, provide them with Information regarding products.

Job Duties and Tasks for: "Cashier"

 Receive payment by cash, check, credit cards, vouchers, or automatic debits.
 Issue receipts, refunds, credits, or change due to customers.
 Count money in cash drawers at the beginning of shifts to ensure that
amounts are correct and that there is adequate change.
 Greet customers entering establishments.
 Maintain clean and orderly checkout areas.
 Establish or identify prices of goods, services or admission, and tabulate
bills using calculators, cash registers, or optical price scanners.
 Issue trading stamps and redeem food stamps and coupons.
 Resolve customer complaints.
 Answer customers' questions and provide information on procedures or
policies.
 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

CASH HANDLING/DEPOSIT PROCEDURE:

1.) Tally sales vs actual cash on hand.
2.) After verification of the team leader, counter sign the tally sheet.
3.) Deposit morning sales to your respective bank.
4.) Team Leader to verify the deposit slip vs. cash on hand.
5.) Attach the deposit slip to the logbook/columnar book.
6.) Reflect deposited sales to the Daily Sales Report.
7.) Evening sales will be of same process only the cash deposit will be
made upon arrival of the team leader the following day.
8.) Evening sales will be safe keep inside the vault or cash box.

TEAM LEAD A DAY IN STORE

10:00 a.m-10:15am:
Arrive at restaurant
Look over the close from the night before:
 Is the service area clean and are set 100% immaculate?
 Was the kitchen closed with a close to open mentality?
 Was product put away, iced, and rotated properly in the reach in
chillers?
 Is dry storage clean and organized?
 Are all soiled dishes put away?
 Was the iced tea dispenser cleaned and sanitized?
 Do we have enough operation supplies for the day and the
following day?
 Check all FIFO products for proper projection of ordering,
quality issue and waste management.
 Make sure to taste all sauces, patty, and buns for quality check
prior to opening
 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).

10:15 a.m.-10:30am
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.

10:30 a.m. - 10:45 am

Set up the ambiance:
 Set lighting levels. Spotlights and signage if appropriate.
 Turn on music and set the volume to appropriate levels.
 Turn on POS if appropriate. Check printers and receipts as
well. Printer rolls and printer ribbons as well.
 Check all report template. Inventory, ordering sheet and tally sheet.
 Keep it positive!
 Give them 1-2 focuses for the shift. Too many will overwhelm them
and be counterproductive.
 Discuss any featured food and beverage items and have
samples available.
 Should only last 5-10 minutes.
 Discuss areas of improvement and give instruction for a better close
if necessary.
 Follow up on any continued product or equipment issues that remain
from the morning.
 Continue to float and support the Cashier, Grill man and Assembler.
 Prepare for SALES RARA!!
 Prior to leaving:
 Do a walkthrough of dry storage, reach-in, and freezer.
 Fill up the inventory sheet and tally sheet together with your cashier
to determine cash over/short and variances.
 Write any shift highlights and opportunities in the Manager Log. For
reference
 Look ahead to tomorrow to see if there are any errands you need to
run prior to coming into the restaurant tomorrow.
 Communicate any further shift expectations and opportunities to
your superior or owner.
 Monitor trash runs for safety and security.
 Make sure to turn off all lights and check on equipment.
Keeping a retail store clean is an essential everyday task. Customers like to see
cleanliness and organization. Walking into a cluttered and messy store does not
give the customer much confidence. They will just decide to shop elsewhere if
there is no clear organization. You should aim to carry out these cleaning duties
every day as small mess can build up. Never miss a spot of dust again!

Supervisor Responsibilities and Duties

 Schedule all activities for restaurant staff according to guidelines and
always ensure staff wears proper uniform
 Maintain all restaurant equipment’s and records and ensure compliance
to all standards and perform work according to policies and procedures.
 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?

STYLES OF HANDLING COMPLAINT

FORCING
High in concern for accomplishing goals and establishing positions, but low in
concern for feelings and smooth working relationships: assertive, aggressive, and
competitive
HARMONIZING
High in concern for people, feelings, and smooth working relationships, but low in
concern for goal and position: accommodation, acquiescing, giving in.
NEGOTIATING
Moderate in concern for both relationships and goals; middle ground aimed at
achieving compromise to resolve conflict.
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.
1. 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.
2. 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.
3. 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.
4. 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.”
5. 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 best
to propose one or more solutions to alleviate his or her pain. Become a partner
with the customer in solving the problem.
6. 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

PAR LEVEL- An inventory par level is a minimum quantity of a given item that a
business must keep on hand. When the actual quantity falls below the par level, a
new order is placed. The purpose of a par level is to prevent shortages while
avoiding holding excess goods.
BEGINNING MONTH INVENTORY- Beginning of the month food
inventory. PURCHASES- Total food purchases for the month
ENDING MONTH INVENTORY- The amount of inventory the company has at the
end of the accounting period.
SALES-Total sales for the month.
PROFIT AND LOSS STATEMENT-A profit and loss statement (P&L) is a
financial statement that summarizes the revenues, costs and expenses incurred
during a specific period of time, usually a fiscal quarter or year. These records
provide information about a company's ability – or lack thereof – to generate
profit by increasing revenue, reducing costs, or both. The P&L statement is also
referred to as "statement of profit and loss", "income statement," "statement of
operations," "statement of financial results," and "income and expense
statement." INVENTORY- A restaurant’s merchandise, raw materials, and
finished and unfinished products which have not yet been sold.
GROSS PROFIT- Gross profit is net sales minus the cost of goods sold. (Some
people use the term gross margin and gross profit interchangeably. Others use
gross margin to mean the gross profit ratio or the gross profit as a percentage of
net sales.)
GROSS SALES- Overall sales before deductions.
NET PROFIT-Often referred to as the bottom line, net profit is calculated by
subtracting a company's total expenses from total revenue, thus showing what the
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.