Professional Documents
Culture Documents
Contents
Introduction ................................................................................... 1
Qualities of a Good Cashier/Counter Person...................................... 1 Business Credo. ..2 Business Mission...2 Training Outline 4
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Completing the Order...................................................................... 388 Hands-on Training: Order Process ................................................... 38 Telephone Orders ............................................................................. 39 When Taking the Order .......................................................................... 39 When Processing the Order ................................................................... 39 Hands-on Training: Telephone Orders ............................................. 39 Tips to Order Accuracy & Speed .................................................... 400
Order Accuracy .................................................................................... 400 Key Points to Speed............................................................................. 400
Hands-on Training: Cash Management ............................................ 42 Handling Customer Complaints ...................................................... 422 Preventing Customer Complaints .......................................................... 42 Signs of Customer Dissatisfaction ....................................................... 433 Handling Customer Complaints ............................................................. 43 Common Complaints.............................................................................. 44 Accusations of Short- Changing............................................................. 45 Hands-on Training: Customer Complaints........................................ 45
Forms ............................................................................................ 46
Opening Checklist............................................................................. 46 Closing Checklist .............................................................................. 46 Counter/Cashier Evaluation Form.47, 447
Conclusion.................................................................................... 49
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Introduction
Congratulations on your employment as a cashier/counter person at the Buffalo Boss. The cashier/counter person is a very important member of the restaurant team as they are: usually the first person to greet our customers, presenting the first image of our company the person who spends the most time with the customer ensuring that they receive exceptional service
We take tremendous pride in the quality of our service. Our high standards can only be maintained through great people like you who strive to provide our customers with the best experience each time they visit our establishment.. This guide will provide you with information related to your job within the restaurant in conjunction with pre and on the job training. We are positive that through using this guide as reference and practicing your procedures, you will be successful in your job at the Buffalo Boss. Once again, welcome to the team!
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Business Credo
We believe in superior customer service to provide our customers with the best experience
Business Mission
Our Code of Ethics: 1. We obey the law 2. We respect and take care of our customers 3. We respect and take care of each other 1. We obey the law
The law is the law. Unless there is a universal, moral, and ethical reason to challenge a law, we will conduct our business in total compliance with the laws of New York City, New York State, and the United States of America. we do not discriminate due to race, color, national origin, ancestry, religion ethnicity, gender identity, sexual preference, appearance, age, disability, political ideology, or any other factor which cannot lawfully be used as a basis for justifying an action a. compliance with all laws and legal requirements b. compliance with all safety and security standards c. respect for everyone i. customers ii. fellow employees iii. suppliers and service associates iv. public d. compliance with all wage and hours laws e. we do not offer, give, or receive any form of bribe f. compliance with The Buffalo Boss Policies and Procedures 2. We Respect and Take care of Our Customers
Our first and main priority is to take care of our customers. We want happy, pleased customers: there are many options for our Buffalo Boss 2
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customers, and we succeed by offering a higher standard of service than any other restaurant. To establish a trusting relationship with our customers, we pledge to: a. provide quality menu items at the best prices in the market. b. comply with the food safety standards in the industry c. make our dining environment a pleasant experience by making our customers welcome and valued d. provide our customers with the best customer service in the industry e. provide a clean environment f. help our community 1. volunteerism 2. donations 3. scholarships 4. sponsorship
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Training Outline
Your training will be conducted over a number of shifts at the restaurant and will consist of a combination of reviewing information in this guide and hands-on training within the restaurant. This outline is to be used as a guideline; your trainer will provide you a detailed schedule for your training.
Training Activity Date Scheduled/Date Completed General Employee Policies Review: Employee Policies Review: Role of Cashier/Counter Position Review: Job Description Sanitation and Safety Review: Personnel Sanitation Standards Review: Restaurant Sanitation Standards Review: Restaurant Safety Procedures Hands-on: Demonstrate and Practice Sanitation and Safety Procedures Review: Station Preparation Hands-on: Station Preparation Review: Greeting the Customer Review: Taking the Order Review: Receiving Payment Review: Completing the Order Hands-on: Order Process Review: Telephone Order Procedures Hands-on: Telephone Order Review: Tips to Order Speed Review: Cash Management Hands-on: Cash Management Review: Handling Customer Complaints Hands-on: Customer Complaints Forms Review: Opening Checklist Procedures Review: Closing Checklist Procedures Final Evaluation: by Trainer/Manager / / / / / / / / / / / / / / / / / / / / / Cashier/Counter Job Standards Completed (Trainers Initials)
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Appearance Standards
We demand a high standard of cleanliness and sanitation, both in our food products and work areas, and from the individuals who prepare and serve food. Our appearance and hygiene should be neat, clean, and professional, and has a direct impact on the overall experience we provide. Remember, our guests experiences are based on the use of their senses. What they see, hear, smell, touch, and taste in our Buffalo Boss 5
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restaurants affect how they remember their experiences, whether they will return, and whether they recommend us to others. To maintain the necessary high standards and to present our guests with an appropriate image, we have established guidelines governing the attire, cleanliness, and appearance of our crew members.
Crew Members
Shoes: Comfortable closed-toe, rubber-soled, safe shoes are required. Shoes must be clean, tied, with no holes or odor. Hair: Staff working with food in any manner must contain their hair appropriately to avoid safety and health issues. Long hair must be restrained, pulled back, or tied up. Bathing, Personal Hygiene: All crew members must bathe, shampoo, clean and have short fingernails, fresh breath and use deodorant daily. Scents should be worn lightly, or not worn at all, so we do not interfere with guests senses of taste or smell (or allergies). Jewelry: No jewelry of any kind may be worn that are at risk of easy, accidental removal, which include: rings, facial or tongue jewelry, watches, necklaces, bracelets, earrings, etc. Hands: Fingernails must be kept trimmed short, with polish that is not flaking or chipping off and no false nails may be worn.
Uniform Standards
Employees must wear a Buffalo Boss apron, shirt, and visor/hat (optional but available). Loose-fitting clothes, especially pants that fall below the waistline, are not allowed as they could become a safety issue. Baggy tops or bottoms that could get caught on equipment, contaminate food and probhibit movement are not permissable. Further, clothing standards follow the rules of the 4 Bs there is no exposure of ones back, belly, butt, or chest allowed. Appearance creates an important first impression for our guests and our team atmosphere. Crew members are responsible for their uniform care. All articles should be clean, pressed, and available to wear prior to each shift. All aspects of the uniform are subject to management approval. *Medical Issues If for medical reasons, there is a necessity for any exceptions to these rules, a medical note from a physician is required.
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Orientation Period
You have been through our employee selection process, have been selected for employment, and you appear to have the potential to develop into a successful employee. Over the next two weeks, we will be evaluating your ability and proficiency to perform the tasks that are required, customer service qualities, and positive interaction with your fellow employees. If within this two week period, there arises any concerns of an employees perfomance, we will discontinue further employment. Further, we have a 50-day period review, which allows both you and the restaurant to see whether or not its a good fit and if not, part the restaurant amicably. New York is an At Will state, meaning that an employer may end employment, or an employee may leave employment for any reason, with or without cause. During the orientation period you will begin your training and be observed by management. Also, during this time if you feel you do not understand whats expected of you or that you need additional training, we encourage you to ask questions and seek additional help from our management staff. We understand mistakes will be made, however, if a lack of effort is noted and habitual errors are not corrected, then action must be taken.
Schedules
Schedules are prepared to meet the work demands of the restaurant. As the work demands change, management reserves the right to adjust working hours and shifts. Schedules are posted weekly. Each employee is responsible for working his or her shift. Employees should arrive 10 to 15 minutes before the shift begins so that they have time to get settled and ready for the shift. Employees are to clock in when they are ready to begin their shift (wearing their uniform, washed hands, personal items stored) and be ready to start work immediately. Switching Shifts The Buffalo Boss allows for shifts to be switched with another employee, as long as these requirements are met: 1. Signed documentation by the two employees involved in the shift switch and the signed approval of the store manager 2. The two employees switching shifts are of equal status and ability 3. The total working hours for neither of the employees involved in the shift switch exceed 40 hours/week 4. The employees involved with any scheduling changes are not being disciplined Buffalo Boss 7
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Time-Off Requests Time-Off Requests are for shorter periods (day/s) of time than Leave Requests (days, weeks, months) 1. Signed documentation by the employee requesting Time-Off and the store managers signature are required 2. Advanced notice two weeks prior to the Time-Off Request date 3. If Time-Off Requests are made with less than two weeks prior notice, such requests may be declined. Approval depends on the ability of the store manager to reasonably accommodate said request. Even though we will try to comply with requests, there is no assurance that you will be able to grant the requested time off in all circumstances. * We will not schedule you to work more than six consecutive days in any work week * We schedule based on performance and merit * We expect employees to be free to work one weekend shift * Specific availability requests must be in writing * Requests for time-off forms must be documented two weeks prior to the requested date * Notification of Absence. If you are unable to report for work, you must call in and speak directly to a manager at your scheduled restaurant before the start of your work shift. * If you are too ill to work and need to leave early, you must notify a manager before leaving There are certain holidays the Buffalo Boss observes and will be closed; New Years Day, Thanksgiving Day, and Christmas Day.
Excessive absenteeism should result in disciplinary action, up to and including termination. Disciplinary action taken because of absenteeism should be considered on an individual basis, following a review of the employees absentee and overall work record. Any employee who does not call or report to work for two consecutive shifts should be considered to have voluntarily resigned.
Leave of Absence
There are specific acceptable reasons for leaves of absence. A documented reason for leave form must be accepted by a Manager. Acceptance for leave means that the employees position, pay rate, and scheduled hours will be the same as when they left. There is no time limit for the duration of necessary leave. These unpaid periods of personal time-off from work include: pregnancy leave for mothers and fathers, does not require 10 day notice bereavement leave does not require 10 day notice military leave medical leave does not require 10 day notice jury duty leave scholastic leave personal leave
All of these reasons must have acceptable documentation and must be approved by a Manager.
Payment Procedures
Time Clock/Time Cards
Employees should arrive at the restaurant 10 to 15 minutes before they are scheduled to start work. The manager on duty should be notified when employees have arrived for their shifts. Employees may clock in within five minutes of the start of their shifts. All hourly employees are given an employee ID card with ID number to clock in and out on the restaurant timekeeping system. Tampering, altering, or falsifying time records or recording time on another employees ID number is not allowed and should result in disciplinary action, up to and including termination.
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Payroll Checks
The General Manager will inform all employees of when paychecks are available to be picked up. Currently, paychecks are availabe on the Friday following the previous work week of Sunday to Saturday.
Payroll Deductions
Paychecks will indicate the gross earnings as well as deductions for federal and state withholding taxes and Social Security and Medicare taxes. Federal and state withholding taxes are authorized by the employee based on the information furnished on the W-4 form.
Lost Paychecks
Lost paychecks are to be reported to the General Manager. Stop payments should be placed on the lost check and a new check reissued. The reissued check should incur a deduction equal to the bank stop payment charge.
Overtime Pay
Overtime is paid for all hours worked in excess of eight hours per day or 40 hours per week. All overtime requires a manager approval prior to working overtime. All overtime will be paid at a rate of time-andone-half; employees working unapproved overtime or failing to record hours worked may be subject to discipline.
Gratuity Policy
All employees of the Buffalo Boss are prohibited from accepting gratuities from suppliers, customers, or service agencies that the Buffalo Boss does business with, has done business with in the past, or any business that may be considered for future business. Gratuities include any gifts, money, trips, meals, lodging, or special favors meant to gain reciprocity. All gifts must be immediately reported to your Manager. Failure to comply will be considered a very serious matter and grounds for termination.
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Pay Rate
All employees will begin with a pay rate of $7.50 per hour with any changes to this pay rate to be determined by merit, ability, skill, and attitude and not necessarily on seniority.
Standards of Conduct
Consistent with our values, it is important for all employees to be fully aware of the rules, which govern our conduct and behavior. In order to work together as a team and maintain an orderly, productive, and positive working environment, everyone must conform to standards of reasonable conduct and policies of the restaurant. There exist many types of transgressions we deem intolerable. Any action that causes harm to anyone is considered an intolerable act and will be cause for disciplinary action. An employee involved in any of the following conduct may result in disciplinary action up to and including immediate termination without a written warning. Invalid work authorization (I-9 form) Supplying false or misleading information to the restaurant, including information at the time of application for employment, leave of absence, or sick pay. Not showing up for a shift without notifying the manager on duty. (No call, no show, no job) Clocking another employee in or out on the restaurant timekeeping system or having another employee clock you either in or out. Leaving your job before the scheduled time without the permission of the manager on duty. Excessive absences Excessive tardiness Altering your schedule without proper approval Failure to process proper documentation Improper usage of the POS system Arrest or conviction of a felony offense Disorderly or indecent conduct Improper use of company property Improper use of time Soliciting or collecting bribes or favors Gambling on restaurant property 11
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Theft of customer, employee, or restaurant property including items found on restaurant premises Theft, dishonesty, or mishandling of restaurant funds. Failure to follow cash, guest check, or credit card processing procedures Refusal to follow instructions Engaging in harassment of any kind toward another employee or customer Failure to consistently perform job responsibilities in a satisfactory manner within the 30-day orientation period Use, distribution, or possession of illegal drugs on restaurant property or being under the influence of these substances when reporting to work or during work hours. Use or possession of alcohol or illegal drugs on the job or on company property Employees using or possessing alcohol or illegal drugs on company property or while at work or who report to work under the influence of alcohol or illegal drugs Waste or destruction of restaurant property Actions or threats of violence or abusive language directed toward a customer or another staff member Disclosing confidential information including policies, procedures, recipes, manuals or any propriety information to anyone outside the restaurant Rude or improper behavior with customers including the discussion of tips Smoking or eating in unapproved areas or during unauthorized breaks Not entering and exiting the restaurant through approved entrance Failure to comply with restaurants personal cleanliness and grooming standards Failure to comply with restaurants uniform and dress requirements Failure to follow safety rules and regulations Failure to report safety hazards, equipment defects, accidents or injuries immediately to management
Although an action may take place that is not addressed in the employee manual, it does not mean it will not be addressed in the appropriate manner if deemed necessary.
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Equal Opportunity
The Buffalo Boss prohibits unlawful harassment of its employees, applicants, or independent contractors/suppliers in any form. If an investigation confirms any allegations, appropriate action will be taken, regardless of whether the inappropriate conduct is a violation of the law. No employee will suffer retaliation for reporting incidents they believe to be a violation of Company policy or unlawful discrimination and/or harassment. All decisions regarding recruiting, hiring, promotion, assignment, training, termination, and other terms and conditions of employment will be made without unlawful discrimination.
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Harassment Policy
The Buffalo Boss has a zero tolerance policy towards any form of harassment in the workplace. All complaints of harassment will be promptly and confidently investigated by Buffalo Boss and appropriate action, including possible termination, will be taken against those who violate this policy. Additionally, persons who engage in sexual harassment may be held civilly and/or criminally liable for their actions. It is our policy to treat all personnel with dignity and respect and make personnel decisions without regard to race, sex, age, color, national origin, religion, or disability. We strive to provide everyone a workplace that is free of harassment of any kind. Employees are encouraged to promptly report incidences of harassment. Examples of prohibited conduct: * Epithets, slurs, negative stereotyping of threatening, intimidating or hostile acts that relate to the above-mentioned protected groups. * Written or graphic material displayed or circulated, in and out of the work place, that denigrates or shows hostility or aversion toward the above-mentioned protected groups. * Physical intimidation (bullying)
Sexual Harassment
All of our employees have a right to be free from sexual harassment. Buffalo Boss does not condone actions, words, jokes, or comments that a reasonable person would regard as sexually harassing or coercive. Definition of Sexual Harassment Unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature constitute sexual harassment when submission to or rejection of this conduct explicitly or implicitly affects an individuals employment, unreasonably interferes with an individuals work performance, or creates an intimidating, hostile, or offensive work environment. (Title VII of the Civil Rights Act of 1964)
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Verbal sexual harassment Whispering in an obvious way about the way a person looks, walks, talks, or sits Displaying written or graphic sexual material Soliciting dates or sex Repeatedly talking about sex or describing sexual acts Constant, aggressive and unwanted attention, directly or indirectly, of a sexual nature Threatening consequences if (sexual) attention is not reciprocated Making sexual references to a persons clothing or body Telling offensive sexual jokes Making suggestive noises Making sexually oriented comments about weight, body shape, or size
Physical sexual harassment Invasion of personal space Cornering another person Attempts to kiss or fondle Physical attack Attempted rape or rape Inappropriate touching, patting, hugging, or brushing against a persons body Gestures and other behaviors
Employees need to be concerned not only with the intent of their actions of this kind but also the effects; while sexual harassment involves repeated, unwanted sexual attention, persons involved in isolated or inadvertent incidents demonstrate insensitivity toward others. Repeated occurrences will be considered intentional violations of the policy.
Complaint Procedures
Anyone who feels it necessary to discuss what may appear to be sexual harassment should report the harassment promptly to at least two people who are in a supervisory or management capacity. The report will be kept as confidential as possible. A prompt and thorough investigation will be made. If a claim is substantiated, the company will take immediate and appropriate action, including discipline and possible termination. Buffalo Boss 15
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investigate and respond to the complaint. No one will be involved in the investigation or response except those with a need to know. All employees who participate in investigations are held to the same standards of confidentiality. 2. Anyone who is found to have violated our anti-harassment policy is subject to corrective action up to and including immediate termination of employment, regardless of whether the violation amounts to a violation of the law. Corrective action will depend on the gravity of the offence. We will take whatever action we deem necessary to ensure the inappropriate behavior stops. We will not permit retaliation against anyone who, in good faith, makes a complaint, assists another to complain, or cooperates in an investigation. If you feel you are being subjected to retaliation, report the matter to a Manager.
3.
You are required to report all incidents of harassment, discrimination, or other inappropriate behavior as soon as possible, whether you are directly involved in the incident or you have seen or heard the incident. We provide a pleasant and productive working environment, but we cannot do that if there are issues not brought to our attention.
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2 Post-Accident Testing When the Company reasonably believes an employee caused or contributed to a work-related accident that results in damage to the Buffalo Boss vehicles, machinery, equipment or property, or results in an injury to a person, the employee will be required to submit to a drug and alcohol test as soon as is practical. An employee who is required to submit to a post-accident drug and alcohol test will be suspended from employment pending the final result(s) of the test. * Employees must notify their Manager as soon as possible after any accident, even if it does not result in serious damage to Company vehicles, machinery, equipment, or property, or an injury to a person.
Theft Policy
We have zero tolerance for theft. If you are caught stealing you will be terminated and we will pursue legal action to the fullest possible extent of the law.
Smoking Policy
Smoking is not permitted on the premises of the restaurant. Smoking will not be permitted within the view of the public or in food prep/service areas. Hand washing is mandatory after a smoke break.
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If an unlisted intolerable act occurs it does not mean that it falls outside of our policies and procedures. Management reserves the right to modify and change our rules and guidelines to merit the situation.
Discipline
Disciplinary Protocol
1. 2. 3. 4. 5. 6. Manager Review collection of facts via interviews and analysis of security cameras, with recorded documentation into employees personal file Manager Documentation recorded documentation Verbal Warning recorded documentation Written Warning/s recorded documentation Unpaid Suspension varies in duration, recorded documentation Termination
Based on the severity of the violation or transgression, the length of suspension and the protocol procedure is subject to change at our discretion. For example, if the transgression is grievous, termination may supersede a suspension, documentation, or review.
Suspension
We reserve the right to suspend employment without pay for good and sufficient cause as defined by The Buffalo Boss. If an investigation of a possible violation of any of the major offenses listed under the Buffalo Boss 20
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Causes for Termination is initiated, the investigative procedures and result are: * suspended without pay for indefinite period * a finding of a non-violation of Company policy - your suspension is paid based on an average hourly work week * a finding of a violation of Company policy, depending on severity of action - suspension is prolonged - termination of employment
Termination
We reserve the right to terminate your employment for good and sufficient cause as defined by The Buffalo Boss. This includes, but is not limited to, the Causes for Termination. No prior notice is required. In addition, we reserve the right to terminate employment at any time during the two week evaluation period and 50-day Probationary Period without cause and without notice. Employment may also be terminated for repeated violations listed under the Standards of Conduct and according to the Disciplinary Protocol.
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Job Description
Position: Cashier/Counter Reports to: Restaurant Manager
Summary of Position
You are the face of the company. You are the first and last point of contact with the customer. Make it count and deliver a Boss experience. Cashiers perform a variety of duties for counter service including greeting and serving customers, receiving payments, maintaining cash drawers, beverage preparation, stocking counters and cleaning.
Stocks display refrigerators, salad bar, and steam table neatly, accurately and efficiently. Maintains hot or cold temperature conditions as per standards. Maintains appropriate portion-control. Cleans tables and chairs, as assigned, by the start of each meal period. Cleans equipment, as assigned, thoroughly and in a timely fashion. Keeps floor in work or service area clean and free of debris. Completes shift work, as assigned, timely and thoroughly in accordance with department standards.
Qualifications
Must be able to read, speak, write, and understand the primary language of the work location. Must be able to perform simple math calculations and make change. Must have the ability to problem solve and field customer complaints. Must have the ability to clearly communicate and connect with people
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Hand Washing
Employees must ALWAYS wash hands BEFORE: Buffalo Boss Starting work each day and handling food. Using the restroom Touching your hair or face Sneezing, coughing, or blowing your nose. Handling raw food (before and after) Eating, taking and breaks Handling dirty dishes, equipment, or utensils Smoking, eating, drinking, or chewing gum or tobacco Taking out the garbage Handling chemicals that might affect food Touching clothing or apron 25
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Clearing tables or cleaning the dining room Touching anything that may contaminate hands Use the nail brushes kept by each hand sink. Follow signs in restrooms reminding you to wash your hands. Wear latex gloves on the job and change them frequently. Never wash hands where food is prepared or equipment or utensils are washed. Make sure you wash your hands only in sinks designated for that purpose.
Step 4. Step 5.
Step 6.
Personal Health
Stay at home if you have the flu, sore throat, fever, diarrhea, vomiting, headache, or dizziness. Contact the restaurant and speak to a manager if you are sick and feel you need to stay home.
Personal Hygiene
Hair Washing: Hair should be washed and well groomed. Dirty hair attracts bacteria and dandruff can fall into food. If you have to work in the kitchen, hair restraints must be worn.
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Bathing: You must bathe daily or more often if your job requires it. Body odor is offensive to patrons and to other workers. Cuts and Abrasions: Wounds and open sores should be bandaged and covered with a waterproof protector. Smoking/Dipping: Employees are not allowed to use tobacco products in any part of the restaurant while working.
Beverage Dispenser
1. Using multipurpose cleanser, clean beverage dispenser. Use brush to clean the interior and exterior. 2. Rinse beverage dispenser. Wash the deposit and pieces with hot water. 3. Soak beverage dispenser pieces in sanitizer and let dry.
Cash Register
1. Spray cleanser on clean towel.
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2. Clean each side and top of cash registers to remove dust and debris.
Wastebaskets
1. Remove all filled trash bags and put them on trash deposits. 2. Clean covers by spraying them with multipurpose cleanser and rubbing covers clean with disposable towels. 3. Place new trash bags on trash receptacles and rapidly cover them.
Cup Dispensers
1. Remove dispenser and take it to sink. 2. Fill one sink compartment three-quarters full with multipurpose cleanser. 3. Place dispensers in sink compartment and wash them with a clean disposable towel. 4. Fill second sink compartment with hot water and sink dispensers. 5. Fill third sink compartment with sanitizer and warm water per manufacturer indications. 6. Sanitize sink dispensers in the third compartment for a few seconds. 7. Place them on a clean counter and let them dry before using them again.
Menu Boards
1. Place stepladder near the menu boards. 2. Clean menu boards by spraying multipurpose cleanser on each panel and cleaning with a disposable towel
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Cooler
1. Remove product from refrigerator and unplug it. 2. Dampen a clean disposable towel in bucket and clean the interior walls of refrigerator. 3. Clean door gaskets with a brush or an abrasive sponge. 4. Wash interior walls with a dampened towel to remove cleanser. 5. Spray sanitizer on interior walls of refrigerator and rub with a clean towel.
Personnel Sink
1. Spray multipurpose cleanser and scrub sink with brush. 2. Wash with water and dry with clean towel.
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Preventing Falls
Wipe up spills immediately. Use wet floor signs. Wear shoes with non-skid soles and heels. Keep aisles and stairs clear. Walk; do not run. Follow established traffic patterns. Do not carry anything that blocks your vision. Keep drawers closed. Use ladders properly; never use chairs, tables, or boxes. Do not stand on top of a ladder; do not over reach while standing on one. Use handrails on stairs. Turn lights on to see.
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Lift Properly
Separate your feet: Before lifting heavy objects, separate your feet at least 8 to 12 apart and keep them close to the base of the object. This will reduce the strain on the back. Keep your back straight: Make sure to keep your back straight and your knees bent. Lift object: Learn to lift objects appropriately by bending your knees and not curving your back. To lift an object, use your hands and leg muscles to bend. Do not slouch your back. Do not use the muscles of your back. Hold object close to your body and keep your back straight. Rotate all your body, not just your upper torso, when lifting. Use a dolly to lift heavy objects, but never load tall stacks since it is necessary to manage the load safely. Do not overexert yourself: Recognize your own limits. You do not have to do the work of two people.
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Preventing Cuts
Know how to operate equipment. Pay attention when using sharp equipment. Never touch the edges of sharp blades. Use guards when provided on equipment. Use tampers to push food into equipment. Turn equipment off before adjusting. No loose sleeves, ties, or dangling jewelry should be by equipment. Carry dishes and glassware carefully. Sweep up broken glass; do not use your hands. Use special containers to dispose of broken glass, dishes, and other sharp objects. Remove can lids entirely from cans, then dispose of them.
Knife Handling
Do not use knives or operate any cutting or mixing equipment without proper training. Use the correct type of knife for the job. If you dont know, ask the manager. Never cut towards yourself. Always cut away from yourself and others. Use a cutting board. Place a damp towel under the cutting board to prevent slippage. Use no-cut gloves when using a knife for slicing or dicing. Carry knives down at your side when walking through the kitchen. Let a dropped knife fall. Never try to catch a falling knife. Clean and sanitize a knife after each use. Always return a knife to its proper storage location after use. Never place a knife in a sink.
Preventing Burns
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Keep pot handles turned in from the edge of the range and open flames. Avoid overfilling containers with hot foods. Get help lifting heavy pots of hot foods. Open lids of pots and doors of streamers away from you, and do so slowly, to avoid a steam burn. Stir foods with long-handled spoons. Warn others of hot surfaces. Let equipment cool before cleaning, and do not use wet rags. Do not put icy frozen foods into the fryer. Put foods slowly into the fryer and stand back to avoid being splattered. Strike a match before turning on gas equipment to avoid a flare-up. Wear closed-toe and closed-heel shoes that do not absorb liquids. Metal containers, foils, or utensils should never be used in microwaves. Warn guests of hot dishes.
Preventing Fires
Smoke only where allowed. Do not turn your back on hot oil as it may burst into flames. Keep equipment and hoops from grease buildup because grease causes many foodservice fires. Do not set the fryer at too high a temperature. Store matches in a covered container, away from heat. Keep garbage in a covered container, away from heat. Store chemicals away from heat since many chemicals are flammable.
Never mix chemicals together. Do not store chemicals in unmarked containers. Do not store chemicals in or close to food storage, preparation, or serving areas. Do not leave aerosol spray containers near heat or spray close to an open flame. Do not dispose of any empty chemical container until you have checked on the label for how to do so.
Reading the MSDS (Material Safety Data Sheets) Read product name. Fire hazardexplains if the product can catch fire or explode. Health hazardsexplains effects of overexposure and first-aid procedures. Spill precautionsexplains steps to take in case of spills. Special protectiondescribes any special measures, such as goggles and rubber gloves used to decrease exposure and risk.
Read Chemical Product Labels Read name. Read physical and health hazards. Read instructions for storing, handling, and use. Read instructions on what to do in case of an emergency.
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Station Preparation
Clock in as a cashier into the POS. Follow the opening checklist items. Check the cashier station and make sure the area is clean and orderly. Ensure that the equipment is functional and that the printers have enough paper to prevent problems in reading the tickets. Receive the till from the manager and count it. Place the till into the POS/Register. Assign the till into the POS. Assign the cashier into the POS (if applicable).
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Receiving Payment
Cash Handling Procedures
Repeat back the order, and then press the correct payment button on the POS/register. Tell the customer how much is owed. Your total amount is or That will be $$, please.
Payment with Cash Receive cash Repeat the amount received Place the amount on the counter under the weight Register the amount in the POS/Register. Mentally count the change as you remove it from the till, and then count out loud the change to the customer Give the change and receipt to the customer Put payment in the register Payment with Credit or Debit Ask if it will be credit or debit Press the corresponding key to the card (VISA, MasterCard, debit, etc.) Slide the card through the POS/CC machine. Give the customer the voucher to sign and verify the signature Give the customer a copy of the voucher and the card, and then place the signed voucher in the till Give the cash register ticket to the customer.
Telephone Orders
For phone orders, answer the phone within three rings. Always use proper a phone greeting: Say Good (morning, afternoon, evening) Buffalo Boss. [Your name] speaking, how may I help you? If necessary, always ask the guest if he or she may be placed on hold. No guest should be placed on hold for more than 30 seconds. Smile when you talk.
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Organized Counter
Trays
Shelves
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Cash Management
Closing Your Till
Ask the manager to verify that there are no open orders. Give the manager pending voids that need to be completed. Verify with the manager that there is no money in the drop box. Give the cash sales and verify the balance with the manager. Give the following to the manager and balance: voids, discounts, employee meal tickets, and credit and debit vouchers. Sign the cash sales balance report provided by the manager.
Here are examples of when you would use the Return procedure:
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Menu item is prepared and served, but rejected by the customer. The wrong item has been charged to the guest check.
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Prevention The best way to deal with customer complaints is to prevent them from happening. The best way to do that is to always meet the our standards of service. Serve excellent products. Provide fast, accurate, friendly service. Maintain clean, comfortable dining areas, service lines, and restrooms.
If you do these things at all times, youll create an environment thats always pleasing to our guests. And that is the best way to prevent customer complaints. Extra Service In addition to providing a quality product and exceptional service, there are some extra things you can do to help make the customers feel at home: Be friendly and helpfulwhen answering questions. Gladly explainwhere to find napkins, explain menu items, etc. when asked. Help customerswho need travel directions. Provide a cup of water, extra condiments, etc. upon request.
When you spot any of these signs, act immediately. Ask the customers if theres something bothering them about the food or service. Then, track down the source of the problem and correct it as quickly as possible.
response to a complaint is a defensive one. However, a defensive attitude will only make things worse and prevent you from solving the problem. Something else to think about is that if one customer expresses a complaint, there is a good chance that others may feel the same way. That is why it is critical to follow these steps when dealing with unsatisfied customers: Remain calm and listen. Never be defensive. Be sympathetic. Show sincere concern for the customers problem. Ask questions to make sure you understand the problem and what the customer wants. Apologize for any inconvenience. Offer to fix the problem immediately. Offer a free item or a gift certificate, if appropriate. The general manger must handle serious problems, such as foreign objects or spoiled food.
It is important to fill out a Customer Complaint Form when there is an issue. This way, other managers can be aware of the situation and able to answer possible additional questions that may arise at a later date.
Common Complaints
Here are some common customer complaints and our policy on what you should do to satisfy the customer. A customer complains about an incorrectly filled order: Replace the order with the correct one immediately. A customer complains that the food is spoiled or inedible: Replace the order immediately; offer a refund, or both. Call your manager and immediately check any remaining food supplies. A customer mentions a dirty table or a messy restroom: Apologize, thank the customer for pointing out the problem, and clean it immediately. A customer complains about poor service or an impolite counter person: Promise to speak to the individual involved. Inform the manager about the problem, or talk privately to the person about the complaint as soon as possible.
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Complaints about being short-changed can be minimized by leaving the customers bill on top of the change drawer until the transaction is completed. By doing this, most disputes can be settled by simply examining the bill that was tendered.
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Forms
Opening Checklist
At the beginning of the shift Put on uniform and clock in no sooner than 5 minutes before the start of your shift unless told otherwise from a manager. Check your station assignments. Check the employee board for messages from the manager. Conduct your station review: Counters are clean. Floors are clean. Counter shelving is stocked. Holding cabinets are at the correct temperatures and working properly. POS/Register supplies are well stocked. Refrigerators are stocked with appropriate items. Current marketing materials are placed on counter and visible. Beverage equipment is in working condition. Beverages are prepared (coffee, tea, juice, etc.) Menu board is clean and visible.
Closing Checklist
At the end of your shift: Count and turn in your till to your manager. Conduct all cleaning duties for the counter area: Counters must be cleaned and sanitized. Restock all paper products and condiments on line. Clean and sanitize beverage equipment. Clean and sanitize holding cabinets. Clean and sanitize refrigerators. Clean floors behind counter. Clock out once all items are completed and the manager has reviewed your station.
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Cashier/Counter Task/Procedure
Training Feedback
Personnel Sanitation & Safety Procedures Follows personal appearance guidelines for cleanliness, uniform, nametag, hair restraint, gloves, etc. Follows hand washing guidelines and sanitation and safety procedures.
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Station Preparation Clocks in as a cashier. Ensures that the equipment is functional and there is enough paper and tint rolls. Ensures that the area is clean and orderly. Receives the till from the manager. Places the till into the cash register/POS. Registers the till into the POS (if applicable).
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Customer Service Maintains a positive attitude, and remain friendly and courteous at all times. Greets each customer with a proper greeting. Determines if the order is dine-in or take-out: Takes the order. Suggestive sells.
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Cashier/Counter Task/Procedure Repeats back the order and informs the customer how much is owed. Repeats aloud the amount received. Counts change aloud to the customer. Gives the cash register ticket to the customer. Expedites order as accordingly. When applicable, gives Kids Meal promotions. Bids farewell to the customer. Verifies that the order is given correctly to the customer. Carefully examines $20, $50, and $100 dollar bills for authenticity. Verifies that there are not any open orders or accounts. Enters any pending voids. Balances sales by adding: cash + credit charges + debit charges + other Gives drawer to the manager and balance sales cash with the manager. Signs sales cash balance report with the manager. Returns the till and cash pulls. Performs voids and returns correctly.
Trained
Training Feedback
Certified
Cash Management
Station Cleaning & Maintenance Follows proper procedures for cleaning the following station areas: Registers, printers, and monitors. Menu boards. Floors, counters, and line equipment.
_____________________________ Trainer Signature Date of Certification Date _____________________
_____________________________________ Employee Signature (Received Training) _____________________________________ Evaluator Signature (Certification Complete)
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Conclusion
You have been introduced to a lot of information throughout this guide and hands-on training with your trainer. It is now time to put your new knowledge to work. At any time you feel you need additional training or have questions about what you have learned, please notify your trainer or manager. We are excited about you joining our team. Remember to follow all standards and remember to keep the customer in mind when performing all job duties. Congratualtions on completing your training!
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