Ethan Frome - Web viewFRANCHISE OPERATIONS MANUAL. Master Table of Contents. ... Franchise Operations ManualSloan’s Franchise LLC. A. INTRODUCTION. Letter

SLOAN’SFRANCHISE OPERATIONS MANUAL

Master Table of Contents

AINTRODUCTION

Letter from the Founder and CEO..................................................................A-1

Mission Statement.........................................................................................A-3

Vision Statement...........................................................................................A-4

The History of Ice Cream...............................................................................A-5

Sloan’s—A Photographic Tour.......................................................................A-8

Services of the Franchisor Organization........................................................A-12

Responsibilities of a Sloan’s Franchisee........................................................A-16

Visits from the Corporate Office.....................................................................A-19Your Field Consultant.........................................................................A-20Field Visit Confirmation.......................................................................A-21Franchise Survey Form.......................................................................A-22

BESTABLISHING A SLOAN’S BUSINESS

Introduction...................................................................................................B-1

Sloan’s Copyright 2012Franchise Operations Manual Sloan’s Franchise LLC

Master Table of ContentsPage 2

Selecting Your Business Type.......................................................................B-2

Your Status as a Franchisee..........................................................................B-8

Countdown-to-Opening Schedule..................................................................B-10

Required/Recommended Bank Accounts......................................................B-11

Required Hardware and Software..................................................................B-13

Selecting and Developing Your Site...............................................................B-14Obtaining the Franchisor’s Approval of Your Site.................................B-16Developing Your Site..........................................................................B-17Site Selection Approval Letter.............................................................B-18Obtaining the Franchisor’s Approval of the Lease................................B-19

Required Lease Inclusions.............................................................................B-20

Required Insurance Coverages.....................................................................B-23

Sloan’s Decor Specifications..........................................................................B-25

Signage and Logo Specifications...................................................................B-26Logo Specifications.............................................................................B-27

Special Licenses and Permits........................................................................B-29

Health Department Regulations.....................................................................B-31

Contracting Utilities and Services...................................................................B-32



Selecting the Right Telephone Service..........................................................B-34

Approved Music List......................................................................................B-35

Micros POS System......................................................................................B-36Micros POS System—Three-Terminal Package..................................B-37Micros POS System—Four-Terminal Package....................................B-40

Office Equipment and Supplies List...............................................................B-43

Purchasing Foodservice Equipment and Supplies.........................................B-46Equipment List....................................................................................B-47Smallwares List...................................................................................B-78Disposable Paper Goods List..............................................................B-84Cleaning and Housekeeping Supplies List..........................................B-85

Food Purchasing Specifications.....................................................................B-86

Recommended Initial Inventory......................................................................B-87Initial Inventory List.............................................................................B-88

Standards of Cleanliness...............................................................................B-89

Paying Taxes.................................................................................................B-93Federal Taxes.....................................................................................B-96State Taxes........................................................................................B-100County or Town Taxes........................................................................B-102Federal Tax Filing Checklist................................................................B-103Employee Tips....................................................................................B-104

Paying Additional Fees..................................................................................B-106



CMANAGING A SLOAN’S BUSINESS

Introduction....................................................................................................C-1

Five Points of Management............................................................................C-2

Team Building................................................................................................C-4

Staff Meetings................................................................................................C-5

Store Layout, Price Points and Sight Lines.....................................................C-6

Scheduling Employee Work Hours.................................................................C-7Weekly Schedule................................................................................C-12Employee Telephone List...................................................................C-13

Conducting Inventory......................................................................................C-14Ordering Inventory..............................................................................C-15Ordering Guide...................................................................................C-17Receiving Inventory............................................................................C-18Inventory Rotation and Storage..........................................................C-19Completing the Inventory Form...........................................................C-21

Using Approved Sources................................................................................C-22Notice of Proposed Change of Supplier/Supply...................................C-23

Generating Profit............................................................................................C-24Increasing Sales.................................................................................C-29Inventory Controls..............................................................................C-31Labor Costs and Scheduling...............................................................C-32



Cash Controls.....................................................................................C-33Portioning...........................................................................................C-34Small-wares and Expendable Controls...............................................C-36Maintenance Practices and Repairs....................................................C-37

Franchise Reporting Requirements and Procedures.......................................C-39Statement of Gross Sales...................................................................C-42Advertising Activity Report..................................................................C-43

Preparing Financial Statements......................................................................C-44Sloan’s Model Chart of Accounts........................................................C-45Sample Income Statement Format.....................................................C-48Sample Balance Sheet Format...........................................................C-51

DPERSONNEL

Introduction...................................................................................................D-1

Contacting The US Department of Labor and LocalState Labor Bureaus.....................................................................................D-2

Sample Guidelines for Applicant and Employee Inquiries..............................D-3

No Toleration Policy......................................................................................D-8

Code of Conduct...........................................................................................D-9

Drug and Alcohol Policy................................................................................D-12

No Smoking Policy........................................................................................D-16

Fragrance-Free Workplace...........................................................................D-17



Media Contact..............................................................................................D-18

Use of Electronic Devices and Personal Cell Phones....................................D-19

Complying with the Department of Homeland Security..................................D-20

The Sloan’s Policy on Sexual Harassment....................................................D-22

A Profile of the Ideal Sloan’s Employee.........................................................D-24

The Recruitment and Selection Process........................................................D-26Criminal Background Check................................................................D-29Sample Criminal Background Investigation Authorization Form...........D-30Application for Employment................................................................D-3110 Key Points to Interviewing..............................................................D-32Red Flags...........................................................................................D-33Introductory Interview Questions.........................................................D-34Sample Interview Guide......................................................................D-35

Protecting the Sloan’s System......................................................................D-38Sample Non-Disclosure and Non-Competition Agreement..................D-39

Opening Personnel Files...............................................................................D-40

The Trial Period............................................................................................D-41

Establishing Personnel Policies.....................................................................D-42Personnel Policy Worksheet...............................................................D-43



Job Descriptions...........................................................................................D-48Owner/Manager..................................................................................D-49Assistant Manager..............................................................................D-53Supervisor..........................................................................................D-55Staff Member......................................................................................D-56Cashier...............................................................................................D-59

Orientation and Training of Personnel...........................................................D-61Employee Training Outline..................................................................D-63Basic Training Topics..........................................................................D-65Advanced Training Topics..................................................................D-66

Time Reporting Procedures..........................................................................D-67Time Reporting on the Micros Point of Sale System............................D-68

The Sloan’s Uniform/Dress Code..................................................................D-70

Evaluating Employees..................................................................................D-72Employee Evaluation..........................................................................D-74

Discipline and Termination............................................................................D-76Statement of Warning.........................................................................D-79Separation Notice...............................................................................D-80

EOPERATIONAL PROCEDURES

Introduction....................................................................................................E-1

Suggested Store Hours..................................................................................E-2



Daily Opening and Closing Duties..................................................................E-3Daily Opening Procedures...................................................................E-4Daily Pre-Closing Procedures..............................................................E-8Daily Closing Procedures.....................................................................E-10

General Staff Notes and Sidework..................................................................E-13

Daily Log Notebook........................................................................................E-16

Pricing Menu Items.........................................................................................E-17

Guest Check Procedures...............................................................................E-18

Catering.........................................................................................................E-20

Delivery..........................................................................................................E-21

Ice-Cream Display Case Presentation...........................................................E-22

Merchandising Guidelines..............................................................................E-23

Packaging Customer Purchases....................................................................E-25

Customer Loyalty Program............................................................................E-26

Approved Music.............................................................................................E-27Setting Music Volume.........................................................................E-28

Customer Service..........................................................................................E-29Service Skills......................................................................................E-30Waiting on Children.............................................................................E-33Customer Question Regarding a Kid’s Cup/Cone................................E-34



Customer Comment Cards.................................................................E-35Sample Customer Comment Card......................................................E-36Addressing Customer Complaints.......................................................E-37

The Features of the Micros Point-of-Sale System..........................................E-38

Procedures for Accepting Payment................................................................E-39Accepting Cash...................................................................................E-40Accepting Checks...............................................................................E-42Accepting Credit Cards.......................................................................E-46

Gift Cards......................................................................................................E-48

The Daily Cash Report..................................................................................E-49

Preparing the Bank Deposit...........................................................................E-50

Food Safety/Health........................................................................................E-51

Hand Washing Procedures............................................................................E-52

Food Inspection Checklist..............................................................................E-54

Food Preparation Procedures and Recipes....................................................E-56Whipped Cream..................................................................................E-57Waffle Cones......................................................................................E-59Decorating Cones...............................................................................E-62Dark Chocolate Coated Graham Crackers..........................................E-64Dark Chocolate Coated Oreos............................................................E-67Dark Chocolate Coated Pretzel Rods..................................................E-70Dark Chocolate Coated Marshmallows...............................................E-73Dark Chocolate Coated Rice Krispie Treats........................................E-76



Dark Chocolate Coated Strawberries..................................................E-79Milk Chocolate Coated Graham Crackers...........................................E-81Milk Chocolate Coated Oreos.............................................................E-84Milk Chocolate Coated Pretzel Rods...................................................E-87Milk Chocolate Coated Marshmallows.................................................E-90Milk Chocolate Coated Rice Krispie Treats..........................................E-93Milk Chocolate Coated Strawberries...................................................E-96Coated Apples....................................................................................E-98Caramel-Coated, Plain Apple..............................................................E-99Caramel-Coated, Dark Chocolate Apples............................................E-102Caramel-Coated, Milk Chocolate Apples.............................................E-105Caramel-Coated, Peanut Apple...........................................................E-108Caramel-Coated, Oreos Apple............................................................E-111Caramel-Coated, Smores Apple..........................................................E-114Caramel-Coated, Cashews Apple.......................................................E-118Caramel-Coated, Pecans Apple..........................................................E-122Caramel-Coated, Walnuts Apple.........................................................E-126Candied Apple....................................................................................E-130Super Thick Shake..............................................................................E-133Mudslide Shake..................................................................................E-135Caramel Shake...................................................................................E-136Old Fashioned Ice Cream Soda..........................................................E-137Double Chocolate Float (Ice Cream Soda)..........................................E-138Strawberry Fields (Ice Cream Soda)...................................................E-139Strawberry Smoothie..........................................................................E-140Strawberry-Banana Smoothie.............................................................E-141Classic Sundae...................................................................................E-142Banana Split.......................................................................................E-143Brownie Hot Fudge.............................................................................E-145Circus Box Sundae.............................................................................E-147Smores Sundae..................................................................................E-148Sand Castle Sundae...........................................................................E-149



Mom’s Apple Pie Sundae....................................................................E-151Peanut Butter Cup Sundae.................................................................E-152Kilimanjaro Sundae.............................................................................E-153Luxury Sampler Sundae......................................................................E-154Cookiewich.........................................................................................E-155Tracy’s Kitchen Sink...........................................................................E-156Flower Child........................................................................................E-157Small Ice Cream.................................................................................E-158Large Ice Cream.................................................................................E-159Strawberries (Wet Topping)................................................................E-160Pineapple (Wet Topping)....................................................................E-161Marshmallow (Wet Topping)...............................................................E-162Hot Caramel.......................................................................................E-163Hot Fudge...........................................................................................E-164Cookies..............................................................................................E-165Fudge.................................................................................................E-166Sugar-Free Chocolate.........................................................................E-167

Recommended Weekly Cleaning Procedures................................................E-168Utensils for Cleaning...........................................................................E-176

Equipment and Fixture Cleaning and Maintenance........................................E-177Chandeliers........................................................................................E-178Apple Cooker Pot-Model 4016............................................................E-180Hilliard’s Little Dipper..........................................................................E-184Whipped Cream Dispenser—Miniwhipper KW50................................E-187Waffle Cone Maker.............................................................................E-199Electro Freeze—Model 99T-RMT........................................................E-201Fudge Equipment...............................................................................E-208Continental Refrigerator......................................................................E-209Ice Machine........................................................................................E-210Dishwasher.........................................................................................E-215



Ice Cream Display Case.....................................................................E-216Countertop Convection Oven..............................................................E-223HATCO Warming Tray........................................................................E-226

Safety in Your Store.......................................................................................E-227

Store Security................................................................................................E-231

Customer Injury/Illness..................................................................................E-234

Employee Injury/Illness..................................................................................E-235

FADVERTISING AND MARKETING

Introduction....................................................................................................F-1

The Sloan’s Logo Specifications.....................................................................F-2Sample Sign Logo...............................................................................F-3

The Sloan’s Advertising Program...................................................................F-4

The Value of Advertising................................................................................F-7

Guidelines for Using Sloan’s Marks................................................................F-9Sample Sloan’s Marks.........................................................................F-11

The Soft Opening...........................................................................................F-13

The Grand Opening.......................................................................................F-14



Advertising Media...........................................................................................F-16“Franchises Available Now” Sign..........................................................F-17Sample “Franchise Available Now” Sign...............................................F-18The Yellow Pages................................................................................F-19Newspapers and Magazines................................................................F-20Direct Mail............................................................................................F-23Brochures............................................................................................F-26Constant-Contact Announcements (Email)...........................................F-27Local Store Marketing Displays............................................................F-28Billboards.............................................................................................F-29Sloan’s Logo Wrapped Vehicle............................................................F-30Radio...................................................................................................F-31Corporate Website...............................................................................F-32Local Internet (Review and Opinion Sites)............................................F-33Multimedia Websites............................................................................F-34Social Networks...................................................................................F-35Television............................................................................................F-36Specialty Advertising............................................................................F-37Loyalty Program...................................................................................F-38Gift Card Program................................................................................F-39Word-of-Mouth Advertising..................................................................F-40Publicity...............................................................................................F-42Sample Press Release Format............................................................F-44Sample Publicity Pieces.......................................................................F-45

Community Involvement.................................................................................F-49Sample Community Involvement Promotional Pieces...........................F-50

Obtaining Approval for Advertising Concepts and Materials............................F-53Request for Advertising Approval.........................................................F-54

Ordering Advertising Materials from the Franchisor........................................F-55Advertising Materials Order Form........................................................F-58


Documents

Ethan Frome - Web viewFRANCHISE OPERATIONS MANUAL. Master Table of Contents. ... Franchise Operations ManualSloan’s Franchise LLC. A. INTRODUCTION. Letter