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The material contained herein is unpublished and is only made available to employees of Carlson
Restaurants Worldwide (CRW), Inc. and its Franchisees on a need-to-know basis. It contains
confidential business and proprietary information owned by CRW, Inc. The reproduction,
disclosure, dissemination, sale, or use of this material by any employee without prior written
consent of CRW, Inc. is a violation of the duty of loyalty, is grounds for immediate termination,
and may be a violation of federal and state law, both criminal and civil. Such acts by anyone else
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Any persons engaging in such actions will be subject to vigorous and tenacious prosecution to the
full extent of the law, which may include the recovery of profits, statutory penalties, and attorney
fees.

This material contains certain medical, health, safety, and legal information that is intended solely
for the use and benefit of the employees of CRW, Inc. Use or reliance upon such information by
Franchisees and their employees shall be at their own risk, and CRW, Inc. disclaims all liability
for its use. Franchisees are urged to obtain independent medical, health, safety, and legal advice
from qualified professionals.

© Carlson Restaurants Worldwide, Inc., 2000


All Rights Reserved.
Back Of House Training Guide
Table of Contents
Page Number
Introduction I-1
Chapter 1: Back of House Overview 1-1
Lesson 1: Clocking In and Out 1-4
Lesson 2: Communicating in the Restaurant 1-8
Lesson 3: Using BOH Controls 1-12
Lesson 4: Food Service Sanitation 1-18
Lesson 5: Fire and Evacuation Procedures 1-41
Lesson 6: Execution 1-44
Lesson 7: Line Checks 1-62
Chapter 11-Window 11-1
Lesson 1: The Window Person 11-3
Lesson 2: Product Quality 11-21

How to Order the BOH Training Materials

Who to Call BOH Training Materials can be ordered from Data Source by calling Customer Service at
1-800-829-3369.

BOH Training The Back of House Training Program contains station guides for each station in the
Program BOH. Each of the station guides can be ordered from Data Source.
Here is a list of the BOH station guides and their Data Source item numbers:
Station Guides
 Broiler Guide
 Dishwasher Guide
 Expo Guide
 Fry Guide
 Plate/Nacho Guide
 Prep Guide
 Sauté Guide
 Steward Guide
 Window Guide

BOH Training The Back of House Training Program – Coach Guide is used by the Coach to conduct
Program the training program for new employees working in BOH positions. The Coach Guide
contains a copy of each of the station workbooks. Coach’s Notes are written into the text
Coach’s Guide of the Coach Guide. Coach Notes will assist the Coach in delivering training to new BOH
employees.
BOH Training Support materials for the BOH Training Program include Score Cards, Videos and
Program Validation Forms.
Score Cards are located in the Appendix of the respective Station Guide. Videos and
Score Cards Validation forms can be ordered from Data Source.
Videos Here is a list of the Videos and Validation forms:
Validation BOH Skills – “Basics” (English and Spanish)
Forms BOH Skills – “Broiler” (English and Spanish)
BOH Skills – “Fry” (English and Spanish)
BOH Skills – “Plate/Nacho” (English and Spanish)
BOH Skills – “Sauté” (English and Spanish)

Broiler Skills Validation


Expediter Validation
Fry Skills Validation
Plate/Nacho Validation
Sauté Skills Validation

Questions? If you need more information about this document, please call the CRW Training and
Development Department at 1-800-733-6530.

Introduction

Congratulations, you have been hired as a member of the TGI Friday’s Back of House Staff!
Back of House (BOH) employees are hired to work at one or more of the following BOH
stations: Broiler, Dishwasher, Expediter/Window (Expo), Fry, Plate/Nacho, Prep, Sauté, or
Steward.
This training program introduces new Back of the House employees to their job tasks. Your
training program will consist of:
1. Watching as skills and tasks are demonstrated for you on video.
2. Reviewing the Back of House Station Guide specific to the job you have been hired to
perform.
3. Observing as your Coach demonstrates skills and tasks you will need to learn in order
to be successful on the job.
4. Demonstrating the skills and tasks while your Coach observes.
5. Performing the BOH skills and tasks in order to be validated on a station by your
Coach.

Is Training The Same For Everyone Working In


The BOH?
Training All Back of House employees will learn how to:
Overvie
 Clock In and Out
w
 Use the Speed of Service System
 Requisition Supplies
Depending on the job you were hired to do, you will receive training on one
or more of the following stations:
 Broiler  Expediter/Window
 Fry  Steward
 Plate/Nacho  Prep
 Sauté  Dishwasher
 Window
The Back of House Training Program includes some classroom instruction
&/or one-on-one partnering with your Coach, video presentation, structured
observations with your Coach, “Follows,” and Validation.
If you have specific questions about your training be sure to talk with your
Coach.

Training The Appendix of each station guide contains a day-by-day Training Agenda
Agenda for that station. Use the training agenda to track your training activities.

Validatio When your review and practice of the skills and tasks for your job are
n complete, you and your coach will plan a validation. During validation, you
will perform job skills and tasks while being observed and, when those
skills and tasks are done correctly, you will be “signed off” by your Coach.
A sample validation form is located in the appendix.

How Can I be Successful in Mastering Job Tasks?


To master job tasks:
 Be a partner with your coach.
 Don’t be afraid to ask questions.
Watch, practice and review until you are ready to validate and perform with confidence.
How will I be tested?
You will be tested on the preparation of 80% of all menu items. When preparing menu
items, all items must be prepared 100% to recipe.
Your tests will be based on the following four components:
1. Ingredients
2. Weigh/Measure
3. Procedure
4. Ticket Time

What’s It Like Working in the Back of the


House?
 Opening Duties—Getting ready for our Guests arrival.
 Running/Option To Leave Early (OTLE) Duties—Additional tasks assigned to
employee working in each station during the shift and/or before finishing a shift.
 Closing Duties—Planning and getting ready for our next day’s Guests.

Who’s Who and What’s What?


This lesson introduces you to some of the personnel in your restaurant as well as tells you
how to locate information, which may prove helpful.

After you complete this lesson, you’ll know more about:


 The personnel in your store
 Communication Boards and their location

Who’s Who?
It takes a lot of people to effectively run a Friday’s restaurant. When you consider the
store’s hours of operation and the number of people employed at just one location, that’s a
lot of people needed for a store to run efficiently.
The following page contains a list of personnel inside and outside your store.
Your Coach will provide you with this information.

The Off-Site Personnel


Who’s  Vice President of Operations  Director of Human Resources
Who List (VPO) (DHR)
__________________________ __________________________
 Director of Operations (DO)  Director of Marketing (DM)
__________________________ __________________________
Store Personnel
 General Manager (GM)  Department Manager
__________________________ __________________________
 Assistant General Manager  Department Manager
(AGM) __________________________
__________________________  Department Manager
 Kitchen Manager (KM) __________________________
__________________________  Department Manager
__________________________
General Information
Store Number Hours of Operation
_____________________________  Monday
Store Address _________________________
_____________________________  Tuesday
_____________________________ _________________________
_____________________________  Wednesday
_____________________________ _________________________
Telephone Number  Thursday
_____________________________ _________________________
 Friday
_________________________
 Saturday
_________________________
 Sunday
_________________________
 Brunch Hours
_________________________

The Here is a list of bulletin boards and other communication devices you will
What’s find in your store. Your Coach will show you where to find them.
What List
Employee Bulletin Board
Location: ___________________________________________________
 Benefits Information
 Security
 New Employees
 Employee Recognition
 Miscellaneous Information

Shift Report
Location: ___________________________________________________
 Work schedules
 Stations
 Running Duties
 OTLE Duties
 M.O.D.
Marker Board
Location: ___________________________________________________
 Menu Changes
 Daily specials and promotions
 86/68 Menu Items
 Manager’s Communication
 Contests
Notes

Notes

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