01341-06 Managers Coaching Guide CR

MANAGER’SCOACHING

GUIDE

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

TABLE OF CONTENTSMANAGER’S COACHING GUIDE PAGE NO.

TEAM MEMBER MODULES

Welcome to Burger King® 3

We C.A.R.E 3

Hand Washing 3

Serving Safe Food 4

Clean and Safe Principles 4

Be Safe 4

General Preparation Principles 5

Freash & Ready Product Holding 5

Hot Holding 5

Condiment Preparation - Sandwiches 6

Using the Broiler - Duke 6

Using the Broiler - Nieco® 6

Using the Fryer 7

Wraps, Marking, and Packaging 7

Sandwiches 8

Beverages 8

Desserts 8

Restroom Zone 9

Dining Room Zone 9

Kitchen Zone 9

Exterior Zone 10

Sales and Service Leader 10

Own the Guest Experience 11

FOUNDATIONS OF SHIFT MANAGEMENT MODULES

Restaurant Safety 12

Restaurant Security 12

Food Safety Basics - Part 1 13

Food Safety Basics - Part 2 13

Managing Profitability - Operations 14

Managing Profitability - Sales Building 14

Performance Management - Working with Your Team 14

Service Leadership - Managing the Guest Experience 15

Daily Agenda 15

Travel Paths 15

Shift Control Basics 16

Closing Shift Control 16


TEAM MEMBER MODULES

• History of the BURGER KING® brand

• Uniform and appearance standards

• Personal hygiene

• Teamwork

• Responsibilities

• Key restaurant areas

As you watch the module look for …

• What items are included as part of your uniform.

• Specific expectations for personal hygiene.

• Know what your responsibilities are as a BURGER KING®

Team Member.

Discuss …

• What is included in a uniform and why it is so important

that uniforms are clean?

• What is included as part of the expectations for

personal hygiene?

• What are your individual responsibilities that help to support

your fellow Team Members in taking care of our Guests?

• Show where to find the schedule.

• Demonstrate how to clock in an out, and

discuss what to do if they forget to do this.

• Observe Team Member for compliance with

uniform and hygiene standards.

• What our Guests expect

• Connect – how to connect with Guests

• Appreciate – how to show Guests

appreciation for their business

• Respect – how to show respect to Guests

• Everyone – Everyone is responsible


• How to treat Guests and each other.

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

Discuss …

• How do you make a connection with Guests?

• Examples of “acts of kindness”?

• When to say “Please” to Guests?

• When to say “Thank you” to Guests?

• How to respect Guests?

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

• Demonstrate performing one or two acts of

kindness with Guests in the dining room.

• Observe Team Member performing at least

one act of kindness with a Guest.

• Observe Team Member properly using

“Please” and “Thank you” with Guests and

fellow Team Members.

• Understand the importance of

hand washing

• Know the steps to hand washing

• Know proper glove use


• When hands must be washed

• The 9 steps of hand washing.

• The rules for proper glove use.

Discuss …

• What are at least 4 different examples of when hands

must be washed?

• How long hands and arms must be lathered?

• When gloves must be worn and changed?

• Observe Team Member demonstrate proper

hand washing procedures for 5 consecutive

shifts and provide feedback if necessary.

WELCOME TO BURGER KING®

Key Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

WE C.A.R.E.Key Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

HAND WASHINGKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps


TEAM MEMBER MODULES

• Importance of food safety at our

restaurants

• Principles and ways to prevent

contamination and cross-contamination

• Principles and ways to prevent the

chemical, biological, and

physical contamination

• What are allergens, how they can be

avoided, and where Guests can go

for information


• Examples of contamination and cross-contamination

• Methods to prevent cross-contamination

• Methods to prevent chemical, biological, and physical

contamination

• Examples of allergens and how to care for Guests with

food allergies

Discuss …

• What is an example of contamination?

• What is an example of cross-contamination?

• Besides the use of color coded tongs what is another method

to prevent cross-contamination?

• What is an example of how to prevent chemical

contamination?

• How do we prevent bacterial contamination?

• What is an example of a physical contaminant?

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

the restaurant?

• Demonstrate how cross-contamination

is prevented in the kitchen (e.g. separate

tongs, clean and sanitize food contact

surfaces and smallwares every 4 hours,

etc.)

• Show where chemicals are stored.

• Demonstrate how label system is used to

identify discard time on product.

• Observe Team Member apply labels to pans

and provide feedback if necessary.

• Restaurant cleanliness

• Chemical use

• Preparing and testing santizer

• Cleaning procedures for walls,

baseboards, mirrors, windows, and floors

• Closing cleaning procedures for

restrooms, garbage bins, and floors


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

• Team Members’ responsibility in keeping the restaurant clean.

• Proper procedures to prepare and test the strength of

sanitizer solution.

Discuss …

• What must be cleaned in the restaurant?

• What must be sanitized in the restaurant?

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

• Observe Team Member sweep and mop

either the dining room or kitchen floor and

provide feedback if necessary.

• Observe Team Member prepare and test

sanitizer and provide feedback if necessary.

• Observe Team Member clean walls and

baseboards in either dining room or kitchen

and provide feedback if necessary.

• Team Member responsibilities to

work safely

• Preventing injuries

• Slips, trips, and falls

• Cuts

• Scalds and burns

• Strains and sprains

• Safety practices

• Fire

• Robbery


• The “rules” of safe behavior?

• Team Member responsibility to ensure a safe environment for

them self, fellow Team Members and Guests.

• How to prevent accidents in the restaurant.

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

Discuss …

• What is one example of your safety responsibilities?

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

• How do you prevent getting cut while using an approved

box cutter?

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

kitchen?

• What are the proper steps to lift heavy boxes?

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

• Show location of broiler and fryer

automatic fire suppression buttons.

• Show Team Member the location of all

fire extinguishers.

• Show Team Member where all PPE is kept

and which equipment is used for each

type of job.

SERVING SAFE FOODKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

CLEAN AND SAFE PRINCIPLESKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

BE SAFEKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps


TEAM MEMBER MODULES

• Stocking the stations

• Using FIFO when stocking

• Product waste


• How to keep your station stocked using FIFO rotation

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

recorded.

Discuss …

• What FIFO means and how it is used when stocking

your station?

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

• Show location of all waste buckets and

discuss which products go into each bucket.

• Fresh & Ready tools

• Product Holding Chart

• Condiment Stock Guide

• Thawing Chart

• Labels


• What tool is used to determine what and how much of each

condiment and product is prepared.

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

Discuss …

• What is the purpose of the Product Holding System?

• How do you properly use labels?

• Show Team Member each of the charts and

explain how each chart is used.

• Ask Team Member to tell you which of

the labels is used for several different

products.

• Observe Team Member prepare labels and

provide feedback if necessary.

• Product Level System

• Importance of having the right amount

of product at the right time


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

• Where are cooked products held

• Which products get sealed and which get unsealed PHUs, and why

is this important

• How to use the PHU to understand which product to use first and

when to discard product.

Discuss …

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

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

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

the PHU pan?

• Allow Team Member tell you the status of

each PHU pan.

• Demonstrate how to use the Kitchen

Management System.

• Observe Team Member using the Kitchen

Management System and provide feedback

if necessary.

GENERAL PREPARATION PRINCIPLESKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

FRESH & READY PRODUCT HOLDINGKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

HOT PRODUCT HOLDINGKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps


TEAM MEMBER MODULES

• Safety precautions when using equipment

with blades

• How to prepare Vegetable Wash

• How to prepare & label

• Tomatoes

• Onions

• Lettuce

• Pickles

• Sauces – in bottles and pans

• Cheese

• Bacon

• Buns


• Procedures to prepare condiments.

• What safety equipment must be used when operating equipment

with blades.

Discuss …

• How to prepare vegetable wash (if applicable)?

• The key difference between preparing vegetable wash

and sanitizer (if applicable)?

• When must cut resistant gloves be used while

preparing condiments?

• Which condiments must have a grate in the bottom of the

ready pan?

• Demonstrate how to prepare each

condiment one at a time.

• Observe Team Member preparing

condiments and provide feedback

if necessary.

• Broiler components

• Meat well

• Control panel

• Loading product

• Handling finished product


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

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

Discuss …

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

• What to do if you initially push the wrong button on the broiler,

how long do you time do you have to select the correct button

before you have to discharge the product and waste it?

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

cooking chamber?

• What must you do to ensure the meat patties stay hot and

moist in the PHU pan?

• Allow Team Member to identify the different

parts of the broiler and how to stock the

meat well.

• Observe Team Member demonstrate

cooking procedures and provide feedback

if necessary.

• Once comfortable with Team Member’s

abilities, allow him/her to work with

another Team Member until he/she is able

to work alone during slow periods.

• Broiler components

• Meat well

• Control panel

• Loading product

• Handling finished product


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

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

Discuss …

• How you know when you can cook more product using the

light indicator?

• When using the flex chamber, when must you press the

Product Selection button?

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

cooking chamber?

• What must you do to ensure the meat patties stay hot and

moist in the PHU pan?

• Allow Team Member to identify the different

parts of the broiler and how to stock the

meat well.

• Observe Team Member demonstrate

cooking procedures and provide feedback

if necessary.





CONDIMENT PREPARATION - SANDWICHESKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

USING THE BROILER - DUKEKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

USING THE BROILER - NIECO®



TEAM MEMBER MODULES

• Overview of the fryer station

• Fryer safety tips

• General cooking procedures for

fried products

• Specific cooking and holding

procedures for:

• Chicken patty

• Chicken Nuggets

• French Fries

• Onion Rings


• How to ensure that Guests receive hot and crispy products cooked

in the fryer.

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

fried products.

Discuss …

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

the shortening?

• Which fryer vat is used to cook each product?

• How are chicken patties cooked?

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

process? Why?

• What is the maximum amount of French fries that be cooked

in a basket?

• Where are newly cooked French fries placed in the fry

bagging station?

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

must the fries be salted?

• Show Team Member any differences

between your fry station, fry equipment or

layout from the module.

• Show Team Member the proper amount

of product to be stocked and where to find

additional product for restocking.

• Observe as Team Member demonstrates

how to cook each product:

• Chicken patties

• Chicken Nuggets

• French fries

• Onion Rings





• How to use and mark sandwich wraps

• Packaging of:

• French fries

• Onion Rings

• Chicken Nuggets


• How to mark the hold time and any special condiment requests

on a sandwich.

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

• How to mark and package French fries, Onion Rings, and Chicken

Nuggets using the appropriate tool.

Discuss …

• Which side of the wrap is closest to the condiment well when

building a sandwich?

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

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

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

a sandwich?

• Extra or heavy

• Easy or light

• Only

• Plain

• Sandwich cut in half

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

in half?

• How much more or less of a condiment do you place on a

sandwich if the Guest orders heavy or light?

• Demonstrate the fold and tuck wrapping

method on a couple of sandwiches.

• Allow Team Member to practice wrapping a

couple of sandwiches.

• Allow Team Member to practice bagging

French fries, Onion Rings, and

Chicken Nuggets.





USING THE FRYERKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

WRAPS, MARKING, AND PACKAGINGKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps


TEAM MEMBER MODULES

• Steps to prepare sandwiches

• WHOPPER® / with cheese

• WHOPPER JR.® / with cheese

• Hamburger

• Cheeseburger

• Double Cheeseburger

• Bacon Cheeseburger

• Original Chicken Sandwich/Chicken

Royal/Long Chicken

• General sandwich preparation tips


• How to prepare sandwiches perfectly and consistently, paying

attention to the quantity and order of ingredients

• How to apply each ingredient using the correct tool and

placement on the sandwich

Discuss …

• When is the wrap marked?

• When is the bun toasted?

• How many WHOPPER® and WHOPPER® with Cheese

sandwiches can be made at one time?

• How many WHOPPER JR.® and WHOPPER JR.® with Cheese

sandwiches can be made at one time?

• How many Hamburgers and Cheeseburgers can be made at

one time?

• If cheese is added to a WHOPPER® sandwich, where is it

placed? How many slices are used?

• If cheese is added to a WHOPPER JR.® sandwich, where is it

placed? How many slices are used?

• Where is the patty placed on the Original Chicken/Chicken

Royal/Long Chicken sandwich?

• Observe Team Member practice

making sandwiches.





• Steps to prepare & serve:

• Coffee

• Soft drinks

• Pre-packaged drinks


• How coffee is prepared and served to Guests.

• How full the soft drink cup should be filled with ice prior to

dispensing the beverage into the cup.

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

to a Guest.

Discuss …

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

• What must you check prior to serving a Guest any

pre-packaged drink?

• Demonstrate the steps to prepare and

serve coffee, soft drinks and pre-packaged

drinks.

• Demonstrate how to properly store and

restock pre-packaged drinks.

• Allow Team Member prepare and serve

coffee, soft drinks and pre-packaged drinks

as needed.

• Components of the soft serve machine

• How to prepare and serve Soft Serve

Cones


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

machine hopper.

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

are illuminated.

• The steps for preparing a soft serve cone.

Discuss …

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

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

• Why is it so important to react quickly if either or both

indicator lights are lit?

• Why is appearance and portioning so important for soft

serve cones?

• Allow Team Member to identify indicator

lights on the machine.

• Demonstrate how to prepare a soft

serve cone.

• Allow Team Member to prepare a couple

of cones.

SANDWICHESKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

BEVERAGESKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

DESSERTSKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps


TEAM MEMBER MODULES

• Chemicals and tools used in restrooms

• Processes/procedures used to

clean restrooms


• How Guests judge the cleanliness of the restaurant.

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

else.

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

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

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

fixtures.

Discuss …

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

• What color tools are used exclusively in the restrooms?

• What must you do after leaving the restroom and before

performing any other task?

• Observe the Team Member complete the

following tasks under your supervision:

• 6 in 30 check

• Clean toilets, sinks, mirrors, and fixtures

and stock restroom as needed

• Chemicals and tools used in the

dining room

• Processes/procedures used to clean the

dining room


• What Guests expect to see in a dining room.

• The color of tools used in the dining room.

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

• How to clean tables and chairs.

• How to clean stainless steel surfaces, and what must be done

with the cloth or paper towel when finished.

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

Discuss …

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

• What must you do with the cloth or towel used in cleaning

stainless steel when finished?



• Clean tables and chairs

• Clean self-service drink station,

if applicable

• Chemicals and tools used in the kitchen

• Processes/procedures used to clean

the kitchen


• Why cleanliness in the kitchen is of extreme importance to

serving safe food.

• The color of tools used to clean the kitchen

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

• The differences in the process to wash, rinse, sanitize and air dry,

smallwares in the sink vs. food contact surfaces that do not fit

into the 3-compartment sink.

Discuss …

• What is the purpose of each of the 3 sinks in the

3-compartment sink?

• What color tools are used in the kitchen?

• What are the two different processes to rinse?

• How long must smallwares remain in the sanitizer?

• Why is air drying smallwares so important before they are

stacked or stored?



• Set up 3-compartment sink if needed

• Wash smallwares in the

3-compartment sink

• Wash one or more food contact surfaces

that do not fit into the 3-compartment

sink

RESTROOM ZONEKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

DINING ROOM ZONEKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

KITCHEN ZONEKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps


TEAM MEMBER MODULES

• Chemicals and tools used for the

restaurant exterior

• Processes/procedures used to clean the

restaurant exterior


• Why a clean and inviting restaurant exterior is important to

Guests.

• The color of tools used to clean the exterior.

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

trash can.

• Ways to keep the dumpster area clean and tidy.

• How the drive-thru pad, lane, and windows are cleaned

(if applicable).

Discuss …

• What color tools are used in the exterior?

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

• How long must the solution remain on the drive-thru lane and

pad when completing a heavy duty clean (if applicable)? When

completing regular maintenance (if applicable)?

• What are the two situations in which you should not

complete a heavy duty clean of the drive-thru lane and pad (if

applicable)?



• Empty trash cans if applicable

• Clean outside of trash cans if applicable

• Sweep drive-thru lane and pad

(if applicable)

• Depending on the amount of build-up,

complete regular maintenance or a

heavy duty clean on the drive-thru pad

and lane (if applicable)

• Clean drive-thru window, window frame

and support (if applicable)

• Front Counter service procedures

• Drive-thru tips

• Being rush ready

• Speed of service tips

• Suggestive selling procedures


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

• The 3 parts to getting rush ready.

• Tips to provide quick service without sacrificing friendliness.

• The “rules” for suggestive selling.

• Tips that are important when working at the Drive-thru, especially

if your restaurant utilizes 2 windows (if applicable).

Discuss …

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

• The 4 items that need to be stocked in order to be rush ready

in the service area?

• If both windows are being used, what are the responsibilities

of the person at the 1st window? At the 2nd window (if

applicable)?

• When should you NOT suggestive sell?

• What’s appropriate to suggestive sell if a Guest orders a

sandwich? If a Guests orders a sandwich, fry, and a drink?

• Demonstrate how to enter orders into

the POS.

• Observe the Team Member entering several

orders into the POS.

• Observe the Team Member take Guest

orders and execute all 5 steps of the order

taking process while working the Front

Counter with an experienced Team Member

• Once Team Member has demonstrated the

ability to correctly, consistently and quickly

execute the order taking steps at Front

Counter, train the Team Member to take

orders at Drive-thru (if applicable).

• Have Team Member work with an

experienced Team Member to take orders

at Drive-thru (f applicable).

EXTERIOR ZONEKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

SALES AND SERVICE LEADERKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps


TEAM MEMBER MODULES

• Guests with special needs

• Visually impaired

• Hearing impaired

• Unhappy Guests

• Situations that can be handled by Team

Members

• Situation that can only be handled by

Managers

• 4 Steps to successfully resolving

Guest complaints


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

• How you can make Guests feel welcome and appreciated.

• How you can assist Guests that need additional assistance during

their transaction.

• Special considerations that may need to be provided to visually

impaired and hearing impaired Guests.

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

• What types of complaints you can handle on your own and the

type of complaints that MUST be handled by a Manager.

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

Discuss …

• What are special considerations you may need to provide to

visually impaired Guests? To hearing impaired Guests?

• What is important to remember regarding service dogs?

• What are 3 examples of Guest complaints that can be handled

by Team Members?

• What are 3 examples of Guest complaints that can only be

handled by a Manager?

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

• Role play how to handle several different

example complaints, including some

that can be handled by Team Members

and some that should be referred to the

Manager.

• Observe the Team Member handling Guest

complaints and provide feedback.

OWN THE GUEST EXPERIENCEKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps



• Responsibility to ensure restaurant safety

standards and rules are understood

and enforced

• Responsibility to ensure PPE is available,

in good condition, and used by Team

Members

• What to do in case of an accident


• What is your responsibility to ensure new Team Members are

aware of restaurant safety standards and policies.

• What is your responsibility regarding Personal Protective

Equipment (PPE).

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

• Situations in which you should call for emergency services for

a Guest.

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

Discuss …

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

Team Members?

• What are your responsibilities regarding PPE?

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

kit?

• What two situation require you to call emergency services in

the event of a Guest injury?

• In the event of a Guest injury, what should you do? What

should you not do?

• Review the contents of the first aid kit.

• Demonstrate how to properly complete

the Incident / Injury forms in the event of a

Guest or Team Member injury.

• Explain how the forms should be handled

upon completion.

• Responsibility to ensure restaurant

security procedures are understood and

enforced

• 5 major areas of the restaurant

susceptible to security lapses

• Robbery prevention tactics

• What do to do in case of a robbery


• The 5 major areas of the restaurant that are especially

susceptible to security lapses and how to prevent security lapses

in each area.

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

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

robbery target.

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

Discuss …

• What are the 5 major areas of the restaurant most susceptible

to a security lapse?

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

to improve security?

• What are 1 – 2 actions you can take to make your restaurant

less appealing to a robber?

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

• Review the Witness Report form with

the Trainee.

• Demonstrate how to properly complete an

Incident Report in the event of a robbery

(if applicable).

• Discuss who to contact immediately after

the authorities in the case of an incident.

• Explain how reports should be handled

upon completion.

RESTAURANT SAFETYKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

RESTAURANT SECURITYKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps



• Food Safety Top 12

• Hand washing

• Time control

• Temperature control

• Thermometer calibration

• Hot water

• Sanitizing

• Beef cookouts


• The two areas that Team Members often perform incorrectly

when hand washing and what you can do to ensure proper

procedures are followed.

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

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

• The different temperature standards for hot water at the hand

washing sink and 3-compartment sink.

• The tips to ensure proper sanitizing procedures are followed.

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

the standard.

Discuss …

• What are the two areas that Team Members often perform

incorrectly when hand washing? What can you do ensure

proper hand washing takes place?

• What should you do if any cooler and/or freezer does not meet

the temperature standard?

• What is the temperature standard for a properly

calibrated thermometer?

• What is the temperature standard for hot water at the hand

washing sink? At the 3-compartment sink?

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

the standard? Above the standard?

• Demonstrate how to calibrate and then

sanitize a probe and surface thermometer.

• Demonstrate how to complete the Food

Safety Top 12 checks for those items

reviewed today including how to properly

take product and equipment temperatures.

• Discuss how often the shake/soft serve

machine needs to be cleaned and sanitized

in your restaurant.

• Demonstrate how to perform a beef

cook out.

• Demonstrate how and discuss when to

adjust the broiler.


• Health inspections

• Crisis & emergency situations

• Cross-contamination

• Approved product

• Pests

• Shake/soft serve machine

• Other


• The protocol for a Health Inspector visit.

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

Restaurant Manager.

• The many ways cross-contamination can occur.

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

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

• The reason the green sanitizer packet must be used to sanitize

the shake/soft serve machine.

• Examples of “Other” food safety criticals.

Discuss …

• Why should you accompany the Health Inspector during

their visit?

• What are 3 – 4 examples of crisis / emergency situations that

require you to contact your Restaurant Manager?

• What are 4 - 5 examples of how cross-contamination can

occur and the appropriate prevention method for each?

• Why must the green packet of sanitizer be used to sanitize the

shake/soft serve machine?

• What are 2 – 3 examples of Team Member symptoms that

require you to send them home?

• Show where Safety Data Sheets are stored

in your restaurant.

• Discuss your restaurant’s specific shake/

soft serve machine cleaning and sanitizing

procedures.

• Schedule time for Trainee to perform

shake/soft serve machine cleaning and

sanitizing.

• Demonstrate how to complete the Food

Safety Top 12 checks for those items

reviewed today.

FOOD SAFETY BASICS - PART 1Key Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

FOOD SAFETY BASICS - PART 2Key Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps



• Costs that impact profitability and

which costs are controllable at the

restaurant level.

• Inventory Management

• Inventory organization

• Counting inventory

• Deliveries

• Portioning

• Waste

• Theft Prevention

• Cash

• Product

• Equipment Maintenance


• Examples of controllable costs.

• How costs can be controlled by keeping inventory organized and

stored using FIFO rotation.

• How inventory variance is calculated.

• The steps to take when receiving deliveries.

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

product over time.

• Ways to prevent avoidable waste.

• How you can minimize cash theft.

• Key areas of the restaurant that you should monitor and tips to

prevent product theft.

• The necessary maintenance on key pieces of equipment.

Discuss …

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

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

do?

• How quickly must potentially hazardous food be placed into

the walk-in cooler or freezer upon delivery?

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

avoidable waste?

• What are some of the things you should do as a Manager to

minimize theft of cash?

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

• How does the Daily Agenda app help with equipment

cleaning and maintenance?

• Review the specific breakdown of costs in

your restaurant.

• Explain the allowable inventory variance

by item before expecting Trainee conduct a

recount of the item.

• Demonstrate the proper procedures to

enter invoices, transfers, and credits into

the POS.

• Discuss proper procedures to

handle refunds.

• Increasing sales by increasing traffic and

increasing check

• Increasing traffic via Marketing &

Promotions and Service & Image

• Increasing the check via party size and

suggestive selling


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

• The responsibilities of yourself and your Team Members to

properly prepare for a promotion.

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

your restaurant.

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

Discuss …

• What are the responsibilities of your Sales & Service Leaders

during a promotion? The kitchen team?

• What are your responsibilities to prepare for a new

promotion?

• What are 3 – 4 specific areas of the restaurant that are critical

from an image perspective to entice Guests to come to

your restaurant?

• Why should you never suggestive sell to children?

• Review current POP Guide.

• Discuss how effective suggestive selling

can improve your restaurant’s sales.

• 4-step training process

• Plan & Prepare

• Discover & Demonstrate

• Practice & Perform

• Coach & Validate


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

• How the “Coach ‘em In” and “Coach ‘em Out” sections of the

Manager’s Coaching Guide assists with training Team Members.

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

• When it is appropriate to provide Coaching.

Discuss …

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

for training?

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

sections in the Manager’s Coaching Guide?

• What should be the focus of the Team Member during step 3 –

Practice & Perform?

• Discuss how to use the Coaching Guide

when training a Team Member.

• Demonstrate how to train a Team Member

using the 4-step training method and the

Manager’s Coaching Guide.

• Observe Trainee practice training a Team

Member on a new station.

MANAGING PROFITABILITY - OPERATIONSKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

MANAGING PROFITABILITY - SALES BUILDINGKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

THE 4-STEP TRAINING PROCESSKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps



• Using two drive-thru windows

• Drive-thru headsets

• Table touches

• Problem resolution


• When you should use two drive-thru windows and the

responsibilities at each window (if applicable).

• Reasons a Manager should wear a headset throughout their shift

(if applicable).

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

perform them.

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

Discuss …

• When two drive-thru windows are in use, what are the

responsibilities at each window?

• What are the advantages for a Manager to wear a headset

throughout their shift?

• When should you perform a table touch? When would not be a

good time to perform one?

• What are 2 – 3 examples of Guest complaints that should only

be handled by a Manager?

• Demonstrate how to perform a table touch.

• Observe Trainee performing several table

touches and provide feedback.

• What information is contained within the

B_gjw ?eclb_ app

• How the B_gjw ?eclb_ app works


• The purpose of the B_gjw ?eclb_ app and the frequency at

which you should check it.

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

are accessed.

•

Discuss …

• What is the frequency of task notifications from the B_gjw ?eclb_

app?

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

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

Cards?

• Demonstrate where and how to access the

B_gjw ?eclb_ app

• Explain how the B_gjw ?eclb_ app

will guide the Trainee through each shift

each day

• Demonstrate how to access Logs from

within the Daily Agenda and using the navigation

bar

• Quality Checks


• Travel Path

• Beef cook-out

• Actions

• Purpose of a Travel Path

• Two types of Travel Paths and what is

covered in each

• Shallow Dive

• Deep Dive

• How to complete each type of Travel Path


• The various purposes of a Travel Path.

• How frequently a Shallow Dive Travel Path is performed and the

specific areas covered.

• How frequently a Deep Dive Travel Path is performed and the

specific areas covered.

• The 3 actions you can take once an issue is identified.

Discuss …

• How frequently is a Shallow Dive Travel Path conducted?

• How frequently is a Deep Dive Travel Path conducted?

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

Travel Path?

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

Travel Path?

• Once an issue has been identified that needs to be corrected,

what are the 3 actions you can take? What is an example of

when it would be appropriate to use each action?

• Demonstrate how to do a Shallow Dive

Travel Path

• Observe Trainee conduct Shallow Dive

Travel Path and provide feedback

• Demonstrate how to do a Deep Dive

Travel Path

• Observe the Trainee conduct a Deep Dive

Travel Path and provide feedback

SERVICE LEADERSHIP - MANAGING THE GUEST EXPERIENCEKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps


TRAVEL PATHSKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps



• Shift Control tools

• Command Station

• Daily Agenda

• Zone Activity Cards

• Purpose of the Command

Station components

• Speed of Service Tracker

• Projected ½ hour Sales Tracker

• Staffing & Positioning Guide

• Pre-shift meetings

• Pre-rush activities

• Rush activities

• Post-rush activities

• Types of feedback

• Appreciative

• Constructive


• The purpose of the Command Station.

• How the components of the Command Station are used.

• The purpose of the pre-shift meeting.

• Activities that are completed during pre-rush, rush, and post-

rush to ensure a well-run shift.

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

Discuss …

• What are the components of the Command Station and how is

each component used?

• What is discussed during a pre-shift meeting?

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

rush?

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

• Discuss and demonstrate Command Station

set-up, including any optional components

and how each component is used.

• Review and demonstrate activities during

pre-rush, rush, and post-rush.

• Observe the Trainee demonstrate pre-rush,

rush, and post-rush activities.

• Role play appreciative and constructive

feedback with the Trainee.

• Observe Trainee provide appreciative and

constructive feedback to Team Members

and provide feedback.

• Responsibilities of a Foundations Trainer

• Foundations Training tools and materials

• Different types of learners

• How to complete Foundations

assessments

As you watch the module look for...

• Tools and materials available to a Foundations Trainer

• Useful training techniques

• How to adopt training to different learners

Discuss...

• Why is the role of the Trainer so important?

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

use them?

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

A 4 rating?

• How can you adapt learning?

• Navigate BK ® LINK to locate the training

material and tools

• Review the Foundations Assessments using

the Trainee as the example

• Role play different learner types with the

Trainee

• Discuss and demonstrate use of the

Foundations Tracker

• Procedures and priorities at closing same

as during other dayparts

• Your responsibilities during closing

• No shortcuts allowed

• Closing security procedures


• The priorities during the closing shift.

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

• Shortcuts that Team Members may be tempted to take during

closing and why they are not allowed.

• Closing security procedures and who is responsible to

complete them.

Discuss …

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

time?

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

are these shortcuts a problem?

• Who is allowed to complete closing security procedures?

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

• Discuss and demonstrate the

Closing Checklist.

• Discuss and demonstrate closing

security procedures.

SHIFT CONTROL BASICSKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

TRAIN THE TRAINERKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

CLOSING SHIFT CONTROLKey Learning Points Coach ‘em in Before Module Coach ‘em out After Module Next Steps

Documents

01341-06 Managers Coaching Guide CR