GETTING STARTED

STEP 1

Training Guide


Read over the guide prior to conducting the training so that you are prepared to coach, train and engage!

STEP 2

Restaurant Manager’s Guide


Review this guide for all the information needed to execute the new products and procedures for 6/12/14.

STEP 3

Employee Guide


Review this guide for all the information needed to execute the new products and procedures for 6/12/14.

STEP 4

Job Aids


Review and post the job aids provided in this packet.
  • 2-in-1 Assembly Job Aid includes:
    • Ultimate Cheeseburger-Jalapeño Ranch Assembly Job Aid
    • Ultimate Cheeseburger-BBQ Assembly Job Aid

    STEP 5

    Additional Materials


    Review the additional materials provided in this packet.
  • Communication Tree
  • Observation Form
  • Pre-Shift Huddle( Daytime Dishout)

    • Web-Based New Product ExperienceUltimate Cheesebuger Line Extension

    Step: 1 Training Guide EVENT START: 6/12


    Prepare for Team Training

    1. SCHEDULE a date and time for training.
      • TrainVPO’s and train back–5/5 and 5/6
      • VPO’s train RFD’s/DO’s and train back – w/o: 5/12
      • Pilot 1: RFD’s/DO’s train FO’s/DM’s and train back – w/o: 5/19
      • Pilot 2: FO’s/DM’s train RM’s and train back w/o: 5/26
      • Restaurant Team is trained w/o 6/2. Be sure to schedule training sessions for both:
    2. REVIEW the Training packet. Thoroughly review each item in the packet.
    3. Restaurant Manager: TRAIN 1 other person (Team Leader or above) to be part of the team training sessions.

    Conducting Team Training

    1. Introduce participants.
    2. REVIEW the Key Points in Restaurant Manager’s Guide (RMG).
    3. REVIEW the product procedures. Use the Training Methodology. Allow all employees to either cook or assemble each product.
    4. HAVE employees try each new product so they are better able to describe the tastes to the guests.

    Product & Guest Service Training

    1. PREPARE the team for what they are going to learn:
      • Let them know that you will be discussing the procedures and reviewing the builds for each product.
    2. TELL them what they will be learning:
      • Reviewthejobaids.
    3. SHOW them the procedures:
      • Demonstrate each new product.
        • BBQ Ultimate Cheeseburger
        • Jalapeño Ranch Ultimate Cheeseburger
      • Emphasize key points from RMG.
    4. LET them PRACTICE:
      • Have employees make each product appropriate to their position:
        • BBQ UCB
          • Management
          • Grill/Assembly
        • Jalapeño Ranch UCB
          • Management
          • Grill/Assembly
      • Let employees practice assembling the products.
      • Role play as if you are the Guest Service employee and the trainee is the guest. Rotate (you be the guest). Practice describing the products. Product descriptions can be found in the Employee Guide.
    5. CHECK that the procedures are being followed:
      • Provide feedback as needed.
      • Tell the employee about your experience as a guest.
      • Ask questions to check for understanding.
        • Refer to the RMG for Knowledge Check questions.

    Training Reinforcement

    1. PREPARE three jumbo bun tops with jalapeños as follows:
      • Jumbo Bun Top #1
        • 5 large jalapeños with good bun coverage
      • Jumbo Bun Top #2
        • 5 small jalapeños with poor bun coverage
      • Jumbo Bun Top #3
        • 8 small jalapeños with good bun coverage
    2. LEAD a discussion around the Jalapeño Ranch Ultimate Cheeseburger.
      • Key Points include:
        • Explaining that jalapeños can vary in size.
        • Using the appropriate number of jalapeños (5 minimum - 8 maximum).
        • How do we determine the correct number of jalapeños? We look at the size of the jalapeños. If they are small we put as many as 8 to ensure our guests taste jalapeños in every bite.

    Train Back

    1. For all Levels of the cascade through RM,HAVE the trainee train back what they have learned, demonstrating how they will lead their training session.
    2. ENSURE they follow the Training Methodology.
    3. HAVE them train back the Activities.
    4. ASSESS the train-back using the Training Readiness Checklist from the RMG and give feedback as appropriate.

    Closing

    1. THANK everyone for their participation.
    2. EMPHASIZE that you are sure everyone will do their best and be prepared for the 6/12 launch!

    Step: 2 Restaurant Manager's Guide EVENT TIMING: 6/12-8/6

    Introduction

    Event Timing: 6/12-8/6

    Media Dates: 6/16 & 7/7

    Coupon Dates: N/A

    POS Download: 6/9

    New Ingredient: 1

    New Packaging: N/A

    New Stickers: 1

    Cascading Training Timeline

    • 5/5 & 5/6 - Ops Support trains VP’s and assigned Field Training
    • Week of 5/12 - VP’s train DO’s/RFD’s with Field Training support
    • Week of 5/19 - Pilot 1 - DO’s/RFD’s train DM’s/FO’s – Ops Support trains test products in market
    • Week of 5/26 - Pilot 2 - DM’s/FO’s train RM’s
    • Week of 6/2 & 6/9 - RM’s train Team Members

    Training Materials Timeline

    • Week of 4/28
      • Electronic copies of training materials emailedtoVPs and assigned Field Training
      • Training materials mailed to VPs, DO’s, RFD’s, and FO’s
    • Week of 5/5 - Training Materials available on Portal
      • Restaurant Portal > Resources > System Events

    Initial Issue Timeline

    Initial Issues arrive on the 1st delivery of the following weeks:

    • Week of 5/5 –VP Training of DO’s/RFD’s
    • Week of 5/12 –Pilot 1
    • Week of 5/19 –Pilot 2
    • Week of 5/26 –All Restaurants

    Training Readiness Checklist

    Upon training material arrival, complete the following:

    • Review Training Materials
      • Review key dates (training, launch, initial issues, media)
      • Review ingredients, stickers and packaging
      • Review job aids
      • Review Summer Program and Late Night key points
      • Review product key points
      • Review Observation Checklist
    • Schedule Training
      • Review initial issue arrival dates
      • Schedule training shift(s) based on number of menu items and complexity
      • Plan time to Prepare, Tell, Show, Practice and Check
      • Split training into manageable groups for effectiveness
        • By day part (Late Night), by weekend, by position
        • By number of Team Members and their certifications
      • Plan product, stickers and packaging for training
        • Enough product is available for all to PREPARE and TASTE the promoted menu items
        • Allow enough time for defrost and prep
        • Plan storage and placement of new ingredients and packaging
      • Use Communication Tree to validate entire team has been trained
      • For new restaurant managers: consult with you DM or FO to identify a training mentor (if necessary)
      • Plan for FUN
        • Be engaging – ask questions
        • Use training activities and knowledge check questions

    PRE Launch - Week of 5/26

    • Review all Training materials AGAIN
    • Receive initial issues
      • Check food, stickers and packaging
    • Adjust orders as necessary using Recommended Ordering: Week 1
      • For initial issues, use the portions per case along with sales projections to determine whether you will need to order additional ingredients
      • Example: BBQ Sauce (medium volume): One case of BBQ Sauce is enough for 378 portions (from the Initial Issues table). Looking at the Unit Sales Estimates from the appendix for BBQ Sauce (Wk 1, Wk 2, and Wk 3), one case is more than enough to cover the first three weeks of the event & reordering is not necessary for those weeks.
    • Update Prep List
    • Check equipment cleanliness and maintenance
      • Clamshell
        • Teflon sheets (L#1910) are in great working condition
      • Presses
        • All presses (Press Kit #1750) are cleaned daily and are free of carbon build-up
        • Prior to cleaning, all presses MUST be fully disassembled (This will ensure that the entire platen is free of carbon build-up)
      • Fryer Oil Quality
        • Fryers are filtered at least twice a day
        • Employees know how to skim the oil
          • Skimming is completed every 15 minutes or as often as needed
        • Each vat is boiled out at least once a month
      • Contact Toaster
        • Teflon sheets should be cleaned and rotated at least twice a day by wiping down with a sanitized towel (do not use scrub pads as this will damage the Teflon sheet)
          • Round-up Teflon Sheets (L#1656)
          • Dual Continuous Feed Toaster Teflon Sheets (L#1672)
          • Marshall Teflon Sheets (L#1654)
        • The conveyor belt should be cleaned daily
      • Set aside time to reorganize a POU refrigerator to make space for additional smoothie syrups
        • Review Shake/Smoothie POU Refrigerator Planogram (TDC#1286-L)
    • Review Team Member schedules for training and launch week success
      • Keep in mind media start dates
      • Review Unit Sales Estimates
      • Remember to plan for busy days like the 1st and 15th of every month and also holidays

    PRE Launch - Week of 6/2

    • Review scheduling for week of launch
    • Review and print Menu Board Layout and POP matrix (sent from your Regional Marketing Manager prior to your promotion)
    • Check to ensure that you have received all of your menu board and POP materials
    • Adjust order as necessary using Recommended Ordering: Week 2
    • Ensure build-to charts are set-up correctly in the back office PC
      • To set-up equipment on the PC:
        • Go to: Start > Sales Forecasting > Print Build-to chart
        • Select how many fryers you have
        • Select the equipment you have
        • Click on Save
    • Train the team – Prepare, Tell, Show, Practice and Check
      • Refer to Step 1 of Training Materials
      • Reference Training Readiness Checklist at the beginning of this guide
      • Train someone early so they can assist with the larger training
    • Post job aids
    • Review Key Points AGAIN

    PRE Launch - Week of 6/9

    • Verify POS downloads on Monday, 6/9
      • Menu items
      • Product descriptions
      • Pricing (i.e. small combo is priced less than a medium combo, medium combo is priced less than a large combo)
    • Review with team – Practice and Check AGAIN
      • Go over new product builds
      • Continue to ask knowledge check questions
    • Complete Communication Tree to ensure your entire team has been trained
    • Provide Team Members with their summer program “Twist Up Your Favorites” t-shirts
    • Review Observation Checklist AGAIN
    • Be sure to defrost enough smoothie syrup for increased usage so that they are available the morning of Launch Day
      • Smoothie syrup requires a 24-hour defrost;14-dayfreezer-to-destroy shelf life

    Launch Day – Thursday 6/12

    • Have POP up by 9 a.m. following the POP Matrix and Menu Board Layout
    • Update Build-to Charts as necessary
      • Adjust for increased Jumbo patty usage
      • Adjust for decreased Spicy Chicken fillet usage
      • Account for media if necessary
      • Account for day of the week, holiday, start of the month, etc.
    • Kiosk Restaurants – check kiosk for menu item downloads
    • Review Key Points with Team Members
    • Print and have Workstation Daily Planners available at each station
      • Restaurant Portal > Resources > Job Aids > Workstation Daily Planner(s)
    • Complete Observation Checklist
    • Sign below to indicate the completion of the readiness checklist and have available for your DM/FO to verify

    POST Launch – Week of 6/16

    • Perform continuous knowledge checks with Team Members
    • Continue to monitor and update the Build-to Charts
    • Review Unit Sales Estimates for Week 2 and checkagainst actual product mix for Week 1 for trend
    • Adjust forecast for ordering as necessary
    • Adjust scheduling as necessary
    • Continue to use Observation Checklist to review performance
    • Look for coaching opportunities

    KEY POINTS

    Guest Service

    • Product descriptions:
      • Jalapeño Ranch Ultimate Cheeseburger: Two juicy beef patties with American and Swiss-style cheese, creamy ranch sauce, and sliced jalapeños on a sesame seed bun.
      • BBQ Ultimate Cheeseburger: Two juicy beef patties with American and Swiss-style cheese, BBQ sauce, and grilled onions on a sesame seed bun.

    Food Quality

    • Evaluate which sliced jalapeño holding method works best for your restaurant (see Employee Guide)
    • Jalapeños should be spread evenly on the sauced bun top
    • Ensure grilled onions are defrosted thoroughly before prep/use
      • Defrost grilled onions for 24 hours to ensure proper portioning and flavor
      • 3 day freezer-to-destroy shelf life
      • 2 day usable shelf life
      • Always portion defrosted grilled onions using a blue-handled ladle
      • Portioned, DEFROSTED grilled onions in a pita tray should weigh between 0.9 – 1.1 ounces
    • When assembling all Ultimate Cheeseburgers, saucing is important to ensure proper flavor delivery to the guest
    • Build-tos
      • Adjusting Jumbo patties and coaching your team will help ensure speed of service stays on-track Cheeseburger and you do not have excessive waste
      • Be sure to adjust Spicy Chicken fillets as the Blazin’ Chicken event is coming off of promotion
    • The burgers should be placed in the mid-size box
      • Gray side up
      • UCB tab punched
      • Appropriate sticker : BBQ or Jalapeño
      • NO half-wrap

    Equipment

    CookingPress

    • Excessive carbon build up on the patty presses will significantly impact the quality of grilled products
    • Presses need to be disassembled and cleaned free of carbon build-up daily
    • Reference the Restaurant Portal > Resources > Equipment > Cooking Presses and Cover

    Toasters

    • Teflon sheets for contact toasters should be clean and in good condition

    OnCue Microwave Restaurants only:

    • Do not heat individual portions of defrosted grilled onions in the microwave!

    SMALLWARES

    KNOWLEDGE CHECK

    Jalapeño Ranch & BBQ UCBs

    • Can you describe the burger(s)?
    • What kind of sauce is on the burger(s)?
    • How many jalapeños should be on the Jalapeño Ranch Burger?
    • What is the optimal placement of jalapeños on the Jalapeño Ranch Burger?
    • What is important about sauce delivery on this burger(s)?

    REVIEW UNIT SALES ESTIMATES

    RECEIVE INITIAL ISSUE

    RECOMMENDED ORDERING: WEEK 1

    RECOMMENDED ORDERING: WEEK 2

    UPDATE PREP LIST

    POS AUTOMATIC DOWNLOAD

    LABOR MANAGEMENT SYSTEM

    BUILD-TO CHANGES

    WHAT & WHY

    • Standardized the “UNIT” for finger foods. (i.e. Each instead of Portion)
      • All finger foods have “Each” as the UNIT, making it easier to train new employees and for existing employees to know exactly how many to hold
    • The equipment selection profile has been updated to reflect the new approved equipment (i.e. Universal Holding Cabinet)
    • Outdated equipment has been removed from the equipment selection profile (i.e. Off Grill Staging System)
    • The equipment selection profile has been reduced, only showing the primary pieces of equipment for staging grille d/fried foods
      • Only have to select one piece of holding equipment for the grill and one piece of holding equipment for the fryers.

    ACTION REQUESTED

    • In the back office computer, go into Sales & Forecasting > Build-Tos > Set-up
    • Select ONLY the primary piece of equipment used for holding both grilled and fried foods
      • NOTE: If your restaurant has a Universal Holding Cabinet, ensure that the correct one is selected. The Universal Holding
        • Cabinet is identified as either Grill or Fryer; depending on where/how it is being used
      • For example:
        • If your restaurant has a “Protein Holding Cabinet” at the grill area and “Portable Food Warmer” at the fryer area, select ONLY the “Protein Holding Cabinet” and the“Portable Food Warmer.” Make sure all other pieces of equipment are unchecked
        • If your restaurant has a “Protein Holding Cabinet” at the grill area and “Fryer – Universal Holding Cabinet” at the fryer area, select ONLY the “Protein Holding Cabinet” and the “Fryer – Universal Holding Cabinet.” Make sure all other pieces of equipment are unchecked

    KEY POINTS

    • PRINT AND POST BUILD-TOS DAILY
    • Ensure employees understand how to read Build-to charts
    • Person in charge is following up on Build-to use
    • Does the Management team know when to adjust build-to charts?
    • Ensure staging systems are used according to procedures

    Step: 3 Employee GuideEVENT START: 6/12


    DESCRIPTION – JALAPEÑO RANCH

    Two juicy beef patties with American and Swiss-style cheese, creamy ranch sauce, and sliced jalapeños on a sesame seed bun.

    DESCRIPTION – BBQ

    Two juicy beef patties with American and Swiss-style cheese, BBQ sauce, and grilled onions on a sesame seed bun.

    What You Need

    1. A Jumbo Top Bun
    2. Creamy Ranch Sauce
    3. 2 Slices of American Cheese
    4. 5-8 Jalapenos
    5. 2 Seasoned Jumbo Patties
    6. 1 Slice of Swiss Cheese
    7. A Jumbo Bottom Bun
    1. A Jumbo Top Bun
    2. Creamy Ranch Sauce
    3. 2 Slices of American Cheese
    4. 5-8 Jalapenos
    5. 2 Seasoned Jumbo Patties
    6. 1 Slice of Swiss Cheese
    7. A Jumbo Bottom Bun

    Step-By-Step Jalapeno Ranch

    Step-By-Step BBQ

    Videos

    Key Points

    • Use a minimum of 5 jalapeños and a maximum of 8.
    • Jalapeno slices vary in size.
    • Ensure the jalapeños are spread out on the top bun.
    • Spreading out jalapeños to ensure that guests receive a taste of jalapeño in every bite!
    • Do not use jalapeños with stems.
    • Use 1 blue-handled ladle of fully defrosted grilled onions.
    • Be sure to fully defrost grilled onions prior to portioning. Using partially thawing onions leads to under portioning.
    • Keep microwave clean and well maintained to ensure high quality grilled onions.

    Sliced Jalapeno Procedure

    Procedure 1:


    • Place jalapeños with NO juice in a food storage pan and place on condiment rail. Label pan for a 4-hour shelf life.
    • Use the tongs to place a minimum of 5 jalapeños on the sandwich.

    Procedure 2:


    • Pour jalapeños and juice in a food storage pan and okace on condiment rail. Label for a 48-hour room temperature shelf life.
    • Use tongs OR a green-handled ladle to place a minimum of 5 jalapenos on the sandwich. Be sure to drain juice to avoid serving a soggy sandwich.
    • Place a lid on the pan during slower times.

    Procedure 3:


    • Use the green-dandled ladle to place drained jalapenos in a 1 oz. portion cup; minimum 5 jalapenos.
    • Lid the cup and place it in a food storage pan.
    • Label pan for a 48-hour room temperature shelf life.

    Step: 4 Job Aids

    Step: 5 Additional Material