| OPERATIONS LEADER | SMG | ADMIN | CUSTOMER EXPERIENCE | POT LUCK |
|---|---|---|---|---|
|
Talk To Me
Talk into position Talk through position Talk out of position Ops leader and support managers
What is TTM- what does it stand for, what are the three parts, and who is responsible?
|
Customer ratings of their overall satisfaction during the visit. Rated 1-5
What is the overall satisfaction score- how is it measure
|
P-people
O-organization P-product D-direction R-restock
What is POPDR
|
Believe
Listen Apologize Satisfy Thank Go an extra step
What is BLAST?- how do we execute
|
gray bucket- white towel, sanitizer water
blue bucket- blue towel- warm water
What is the bucket system for dining room?
|
|
Daily operations plan
Before daypart 2 and daypart 4
What is the D.O.P- how often is it completed?
|
4 hours
What is the time frame for handling a customer care alert?
|
Food cost- 29.5
Labor- 23 Paper cost- 3
What are the goals for food cost, labor and paper cost
|
Umbrella moments
Wet floor signs
What are two things you should do for guests when it rains?
|
add 1 oz of water cook 120 seconds stir cook 120 must reach 165 degrees
What is the correct procedure for heating cheese sauce?
|
|
1. people
2. procedures 3. systems
When using a play what 3 problems have to be addressed?
|
Taste
Accuracy Speed Friendliness Cleanliness
What are the 5 key drivers on SMG
|
15%
What is our franchise goal for crew and manager welearn completion?
|
Connect
Acknowledge Redirct Escalate
What is CARE
|
wash your hands
put on gloves put chicken in take gloves off and drop chicken
What is the correct procedure for chicken drops?
|
|
Customer experience playbook
welearn labor food safety log DOPS Flow Charts Checklists Bin Charts Prep Charts TRC
Name 8 out of the 10 operating systems
|
Guest comments that rate us 1 or 2 on the overall satisfaction
5%
What is the zone of defection-where should it be?
|
Military- $10 limit-cannot be combined with any discounts
Manager meals- $10 limit per day for manager only Employee meals- $10 limit per day for crew only
What are rules for military discounts?
Manager discounts? Employee discounts? |
menu
queue window 120 or less dp2 150 or less dp 4
What are the 3 parts of the PUW timer and what are the speed goals?
|
40-140
4 hours
What is the temperature danger zone? and how long can food be in this zone?
|
|
A- product removed form line to cool/reheat
B- Product removed from line and discarded/record waste C- Recheck and record temperatures use when temperatures are not within the standard temps
What are the action keys for the food safety log and when are they used?
|
Taste- 85%
Accuracy- 82% Speed- 75% Friendliness- 80% Cleanliness- 70%
What is the target goals for the 5 key drivers
|
Outside
Dining room Front line PUW restrooms Backroom Production
What are the six zones?
|
Conversational ordertaking
Maintain eye contact Smile Sincere thank you posture (heart to heart) prompt greeting
Name at least 3 ways we create and emotional connection with our guests?
|
Well discuss it because I don't feel like typing it all :)
What is the correct procedure for chopping and heating chili meat?
|
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