COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Finish the tour with a demonstration of how the dish machine operates. Direct the servers back to the dining room. Repeat for the bartenders at the end of the session. BANKS Each server should come to work with 20.00 in bills and change. Do not rely on the store to be able to make change first thing in the morning. Explain what a “break down” is. KIDS MEALS Served in a Classic Cruiser POS TRAINING The owners and/or manager go through training with the POS installer. Break the front of the house up into three groups and station each group at a POS terminal. Post a manager or trainer at each terminal. They will conduct the training. After the basic training is complete call out 10 prewritten orders. The servers enter them on their order pads and then into the POS. Check the kitchen tickets for accuracy and completion. Repetition is crucial in learning the POS system. A successful opening is based on how well the servers can manipulate the POS system. This portion of the training should be at least one hour of button pushing. FOOD DELIVERY Physically demonstrate this process to the staff. Food comes up from the kitchen in the order it was taken. The ticket will be placed in the first basket on the order. Place each basket on a tray going clockwise, starting with the first entrée on the order. The entrees will be in the same sequence in which the order was taken. If you properly set your tray and if the order was taken correctly, anyone should be able to deliver the food without question.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Make certain that each entrée is delivered with a fork and knife and that all the toppings are correct. We do not deliver fries and rings first. All food is delivered at the same time. When you approach the table, you should be able to drop the food properly without having to ask each guest what they ordered. In the event that the table is positioned so that you cannot figure out who ordered first, you are permitted to ask about the first entrée. However, it is important never to identify the burger by name. Select an obvious topping and announce it that way. Once you have figured out who gets the first burger, the other burgers should move in the proper sequence and you will not have to ask again. Physically demonstrate how to run the food. Note: Do not rest trays on tables when serving orders. The server can either have someone carry the tray for them or use a tray jack. After you drop the food, suggest sodas or iced tea if the guest had previously ordered shakes and refill the sodas for the guests drinking sodas or tea. CHECKING BACK It is important to visit the table within a minute or so of the food being delivered. Ask if everything is to their liking and is there anything else you can get for them. Continue to monitor the table and refill beverages as often as needed. PRE-BUSSING AND DROPPING THE CHECK As your guests finish eating, check back. Clear anything you can from the table. By the time you drop the check, the only thing left on the table should be barware. THANK YOU!!!! The most important transaction of the experience is thanking your guest for coming in. Invite them back. Remind them of your name and tell them that you look forward to serving them again.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL BEER AND WINE In the event the store will be selling alcohol, it is important to review the local laws related to the products. CUSTOMER COMPLAINTS We can’t please all of the people all of the time. We want to train our staff to be empowered to handle the majority of complaints on the spot. While a manager should be aware of a problem, the staff should be comfortable doling out the appropriate compensation for the situation. This can be a valuable learning experience for the staff. They will never grow if they have to get a manager for every complaint. Large scale complaints will require a manager’s attention immediately. BUSSING TABLES Set up the bus station and show how each item is separated. Shake glasses go in one bin, mason jars in another and like sized black baskets are stacked together. Flatware is soaked in pre soak cleaning solution. Other items for review: Retail Gift Cards Side Work Bar Clean Up. Mix and Chills Dishes Re-Stocking Ice Cream and toppings Clean counter tops and equipment Pepsi Machine and Ice Cleaning/Closing Front of the house Procedures Sweeping and Vacuuming Table Tops & Chairs Paper Towels, Condiments and Trivia Cards Rest Rooms Windows and doors High Chairs
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL DAY TWO Kitchen Training HACCP Discussion Perform a pre-shift line check. Burger cooking Take 3 or 4 employees down to the grill. Pick the employees you feel are the most capable. Print out an order with burgers cooked to each temperature. Show them how to put the burgers on the grill and how thin to press the patties. Cook these burgers. While the burgers are cooking tell the trainees the basic rules of cooking at Cheeburger. No weights on medium burgers. Weights are placed on all medium well and well done burgers. Everything goes on the grill, gets flipped once and comes off the grill at the same time. After the order is flipped, place the cheese on the burgers. When the cheese melts the burgers are done. After the burgers are done cut into each and show what the inside looks like and taste if they want. Each cook should then cook burgers to medium, medium well and well done. Observe each cook. See who knows their way around the grill, who was listening while you were giving instructions. Determine who is and who is not capable. After the first group has gone through the exercise rotate in another group. Fry and Ring Cooking First show the group how to blanch fries. Blanch about 6 baskets of fries. It’s important they know the blanching process takes 2 minutes. Point out what the surface of the fries look like when they are blanched properly. Place the blanched fries on the fry rack. While the blanched fries are cooling, show the group the baskets used for serving the fries and rings. Demonstrate the use of the scale to serve the correct amount for each size.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Ring Cooking Show the trainees how to “eyeball” a small ring Put the rings in quickly and safely We want individual rings, not clumps Cooking times What the finished product should look like Observe each trainee cooking an order of rings. Correct any mistakes immediately. When each trainee has cooked an order of rings, finish cooking the blanched fries. Fry Cooking It takes about 8 minutes to cook an order Cooking times vary Look for the bubbles to stop and the fries to float, not the color of the fry. Make each size order of fries, rings and fries and rings basket. Weigh each of these orders out, allowing the staff to see exactly what each finished product should look like. Show the front of the house staff what each looks like. Have the entire training group sample the finished product. Don’t forget the cheese sauce and dipping sauces. The employees need to know what they are selling. Set Ups Look for someone with similar experience. Employees that have worked in sub shops or dressing burgers in fast food restaurants usually are the best choice. Demonstrate the following: How to use the toaster How to read the tickets and the flow of the baskets Toppings; how much and where on the bun What are the “works”: Lettuce, Tomato, Onion, Pickle and Mayo
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Order Cooking Pick a couple cooks, using one at a time. Enter an order through the POS. Put 3 or 4 burgers on the ticket and all three cooking temperatures plus a side order. When the first order is on the grill enter another order. Start slow and gradually increase the pace. After the orders are finished, check for the accuracy of cooking temperatures and toppings. Rotate the cooks. The fry station should have one trainee on both the fry station and onion ring station. The fry person should also “sell” the orders. When the grill person is switched, bring in another set to cook on the fryers. Stress the importance of timing the fry and ring orders with the grill. The fry station is NOT a race to the finish. Closing the Kitchen Cleaning the Grill Filtering the Fryers Cleaning Hood Filters Closing down the line Sweeping and Mopping
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL DAY THREE FRONT & BACK OF HOUSE TRAINING SERVER/HOST SKILLS Servers Menu Exam This test is administered orally and given to all front of house staff. Questions are listed in the back of the manual.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL HOST DUTIES AND SPEECH GREETING YOUR GUESTS All front of the house employees must receive this training although we want the owner or manager to be the host. Guests must be greeted by someone within 10 seconds of walking into the restaurant. If you are not the host, you must still acknowledge them and inform them that someone will be with them shortly to seat them. Eye contact with incoming guests is very important along with a big welcoming smile. SEATING YOUR GUESTS It is the responsibility of the Host to seat our guests. NEVER let a guest seat themselves. When you seat the guest, take along the appropriate number of menus. After everyone is seated, pass out the menus and then welcome them once again to our restaurant. Ask them, “When was the last time you dined in one of our restaurants.” After they respond, give the appropriate answer – “really? Were you aware that we have added delicious new salad to our menu?” “Or, have you tried our Oreo milkshake?” Use this opportunity to review key items in the men with the guests. Open a menu in front of one of the guests and guide them through the menu items, highlighting some of our core menu items. Begin by showing them our selection of burgers. Explain to them that the burgers do not come topped with anything and that they are invited to select from a list of our cheeses and to choose as many of our toppings as they would like. Point out that we also offer specialty toppings for an additional charge. Show them our sandwich menu and then direct them to our fries and rings.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Suggest that they consider ordering a BEST OF BOTH so that everyone at the table may sample our delicious, hand cut French fries and our freshly batter dipped onion rings. Point out our Build Your Own Salad and then close the menu to the back page and let them know that they can’t leave today without tasting one of our world famous hand dipped milkshakes. Tell them your favorite is _______ and then show them the list of flavors to choose from. Inform them that we have a new dessert menu and that their server will explain it to them after their meal. Tell them to take a few minutes to review the menu and let them know that ____________, their server, will be with them when they are ready to place their order. As part of host training use a seating chart to demonstrate how we rotate seating servers. Include the proper way to perform the speech after a Pounder is completed. Demonstrate how the servers should have their books and aprons organized. At the end of the session discuss “table talk” with the group. Table Talk is a valuable tool that should be used by each of our servers to insure proper serving techniques. Take the Trainers Order Servers will spend this session continuously entering orders into the POS. As the servers are entering orders into the POS they should take the order of the trainers. The trainers should grill each server to evaluate what they know and don’t know. Grade each server with a check plus, check or check minus. This will let you know who to watch and who can assist in training. Pick employees for Friends and Family. Break up the staff between night and day shifts. The servers will also help setting up the dining room. Remind servers to bring a bank the following day for Friends and Family.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Bartenders will make shakes. Use to 2 to 3 bartenders at a time and enter orders for them to make. Watch their production times. Choose your bar staff for Friends and Family. Kitchen staff will begin by reviewing the BYO Salad and Specialty sandwich procedures. The kitchen will prepare orders entered in by a kitchen trainer. Select your key employees for Friends and Family and assign them stations. While orders are being prepared, the remainder of the staff should do prep, making certain enough food is prepared for the following day. All employees should be given the evaluations found at the end of the manual and their results kept in their personnel files. After the session discuss the employee’s strengths and weaknesses with management.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL DAY FOUR FRIENDS AND FAMILY We should invite 100 to 150 people per shift. If needed, allow walk up customers to enter and eat for free. The goal of the day is to provide the staff with live customers to practice on. Customers will be served from noon to 3 P.M. and from 5 P.M. to 8 P.M. Employees are scheduled from 11 to 4 and from 4 to 9. Each server should have a section of two to three tables. Three bartenders are scheduled. Seven to Eight kitchen employees per shift are scheduled. A limited menu is offered and take out is not. Complete all HACCP checklists before each shift. Schedules for the beginning of the week should be ready. All food should be ordered for a Monday delivery. If it is determined that the staff is not prepared for opening, a second friends and family will be scheduled for additional practice. FINAL DAY Sit with owner(s) and discuss sales reporting procedures, royalties, etc…. Review forms and documents with them and make certain they have the correct mailing address for all reporting docs. Show them the website reporting form as well.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Manager Training After you have reached day four it is imperative to continue the ongoing training of all staff including the Management / Owners. From day five till the end of your time in the restaurant, you should be working side by side with the management / owners. During this process you will continue to hone the skills needed to effectively operate a Cheeburger Cheeburger ® Restaurant. Remember that the new Management / Owners have had only a few weeks of training, therefore they will require additional guidance and support during our time with them. Below is a guideline that should help in smoothing the transition of leadership from Trainer to Management / Owner. • Day Five- Begin by showing the Manager / Owner the opening of the restaurant. They should be taught the proper way to do the day-to-day operations. They need to know the right time management skills in order to properly set up and get ready for the days business. The staff has to be set, prepped, and ready to go. Use the manager checklists to help you guide them along. After your set up, appoint the Manager / Owner the position of Host. He or She should work this position through lunch and dinner. Show them the intricacies and flow of the dining area, the when, how, and where to seat our guests. At shift change show him or her the right way to facilitate the change out of day to night staff, as well as, the collection of money. After the day is done show them the proper way to shut down the restaurant. This will include closing out the cash / credit reports, and the basic shutting down of operations. Please use the manager checklist for they will help in walking through all the duties of the staff.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL • Day Six- Start out again by reinforcing the managements training of opening the restaurant and getting ready for the days business. You should also show them how to properly place any vendor orders when needed. Use the order guides to help with different venders. This day should be reserved for the management to be in the Bar area throughout lunch and dinner hours. They should be shown how to properly and efficiently run the take-out business, as well as, the organization of milk shake production. After the close of the business day show them again the proper closing of the restaurant. • Day Seven-This day the management should be able to open the restaurant with little help. You should be there in a supportive manner. Continue the guidance of time management skills if needed. After opening this day should be devoted to the Kitchen area. Begin in the morning shift with Fry and Ring production; then move them over to the set-up station for a time. Do not forget to show the proper implementation of the HACCP program. Show the proper use of all kitchen equipment, as well as, the right way to take maintenance them. During the night shift place them on the set-ups then move them over to the grill so that they can fully understand how their Kitchen will flow and how important it is to follow our system fully. When the end of the business day is completed show them the proper way to close down the kitchen and the filtering of the fryers. • Day Eight- This day you should let the Management open fully with out aid. This will be a good indication if they have become more self-sufficient. This is a day to help in the general B.O.H. area of management. Scheduling, ordering of product, and general organization of the office. During Lunch and dinner hours the management should be based on the front door and greeting our guests. There they should be running their restaurant from this position. They should be critiqued based on their performance later that day so that they are aware of any changes that need to be made.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL • After the close of the business day the management should be able to close the restaurant properly. • Days Nine- Eleven- By this time Management should be in full control of their restaurant. You should be there as support only. Most of the ordering should be done for the week, and the restaurant should be fully staffed for the weekend. This should allow him or her to stay by the front door during business hours, but still be able to finish the schedule and any other loose ends in the office. • Last Day- This is the day for the Training staff to get together and critique the performance of the staff and the Management. The Team must decide if the restaurant is up to Cheeburger Cheeburger® standards. By this time you should be able to get an idea if you have sharpened the Manager / Owner’s skills enough to leave knowing that they will run the day-to day operations up to our highest expectations. Remember if they can follow the system that is in place then they will be successful.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL TRAINING MATERIALS
PREP REVIEW Ground Chuck Potato Tomato Green Olive Onions Portabella Mushrooms Chicken Breast Batter Mix FRYER REVIEW Raw Prep/Rotation Blanching Cooking Onion Rings/Fries Portion Control/Presentation GRILL REVIEW Bacon Sauteed Mushrooms/Onions Product Hot Holding Cold Table Product Review/Portion Control Product Rotation Menu Review/Recipes HACCP Uniform Standards Manager Signature Date Completed Employee Name _________________________________ Date Hired ______________________________________ Training Manual Received _________________________ T-Shirt Received _________________________________ Final Review ____________________________________
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL BAR REVIEW Shake Preparation Cash Handling Specialty Drink Recipes To Go/Phone Desserts Manager Signature Date Completed HOST REVIEW Speech Menu Review Station SetUp/Side Work Manager Signature Date Completed SERVER REVIEW Station Numbers POS Suggestive Sells/Menu Review Side Work Uniform Standards HACCP/Food Handling Cash Handling Gift Cards Birthday Cards Retail Items Bussing/Cleanliness Complaint Handling Shadow Server Manager Signature Date Completed Employee Name _________________________________ Date Hired ______________________________________ Training Manual Received _________________________ T-Shirt/Apron Received ___________________________ Final Review ____________________________________
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL KITCHEN PROCEDURE CHECKLIST Tomatoes Stuffed Olives Meatballs Onions (Sandwich, Sautee and Rings) Portobella Mushrooms Potatoes (Rotation, Cutting, Curing, Blanching) MakeUp Table (Products, Rotation, FIFO, Backup) Food In Process (Products, Rotation, Backup) Bacon Sauteed Mushrooms Sauteed Onions Blanching Batter Mix Onion Rings French Fries Seasoning Mix Bun Toasting
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL POS ORDER ENTRY PRACTICUM Enter each table’s order onto an order-taking sheet. When done, please go to the POS workstation and enter each of the following orders. Bring the printed receipts and the order sheets back to your trainer for review. Table 22 3 Guests Chocolate Egg Cream Pepsi no ice Classic with American cheese, Medium, lettuce, tomato, black olives, roasted red peppers Patty Melt Kids Meal with Chicken Fingers, Root Beer and Fries 2 waters with lemon Table 31 2 Guests Pounder to share cooked medium well with provolone, lettuce, tomato, pickles, mayo, onion, A1 and sautéed mushrooms Chocolate Oreo Milkshake Watermelon Shake A Soda Water Half Best of Both with onion ring sauce and cheese sauce To Go Jeff 3 classics Well done with American cheese, one with lettuce tomato and onion, one with bacon and the works and one with onion, artichoke hearts and garlic Best of Both Basket Onion Ring Sauce Pistachio Mint Milkshake Vanilla Cola Root Beer Float Table 27 4 guests Semi Serious cooked well, with mozzarella, mushrooms and onions, the works Chicken Melt with no onions Chicken Sandwich with American cheese, lettuce, tomato and onion ring sauce BLT with mayo cut in half on rye Best of Both Basket Cheese Sauce 2 pepsi Mousse Mountain Bottled Water
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Table 14 2 guests Chicken Platter with bleu cheese on the salad. BYO Salad with ranch, cheese, tomato, black olives, garlic, croutons, onion and grilled chicken Small Fry Cheese Sauce Peppermint Shake A Soda Iced Tea no lemon Waffle Sundae Table 52 3 guests Semi Serious burger no bun with Swiss Cheese, roasted red pepper, guacamole, black olives Side Salad with Bleu Cheese, no tomato sub artichoke hearts Semi Serious Medium Well with pickles, mayo, ketchup cut in half Water with lemon Half Vanilla milkshake Table 11 2 guests Cheeburger Cheeburger Salad, Bleu Cheese, well done, croutons, sun dried tomato, crispy noodles and garlic roasted almonds Jr Classic with chocolate milkshake Water with lemon Iced Tea Small Onion Ring with dip sauce Classic cooked medium with American cheese, the works to go Table 36 2 guests Serious Platter medium well with sautéed onions and onion rings Patty Melt on white bread with mayo Small fry Oreo milkshake Water with lemon Table 17 2 guests Portabello Mushroom Sandwich with roasted red pepper and mayo Portabello Burger cooked medium with American cheese, lettuce and tomato Half Best of Both basket with onion ring sauce and cheese sauce Chocolate egg cream Cherry Ice Cream Soda
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Manager Check List AM Shift ___ Kitchen set up and ready for business. ___ All sautéed’ items cooked and steaming. ___ HACCP weekly line check done by 11:00 AM. ___ All items in and under line coolers filled for lunch shift.(meat, toppings,sauces..ect.) ___ Fry rack full with blanched fries. O-ring station filled, and iced under each item. ___ All kitchen employees present and in uniform, that includes gloves and hats ___ Sanitation buckets in each station ___ Prep is being started, and is known by all what is to be done. (Look at prep par levels) ___ Bar is stocked up, ice cream, condiments, cups and lids, milk…ECT. ___ Pre-mades are done, at least 5 of vanilla + chocolate on weekdays 20 on weekends. ___ Dip well is on, as well as, a sanitation bucket w/ rags by sink. ___ Servers all present and in uniform w/ name tags (bartenders too) ___ Coffee and tea made, as well as, soda station put together. ___ All chairs and tables wiped and cleaned. ___ Check bathrooms for tissue and towels/ trash can empty with liner. ___ Shake of the day is named/ any contest that might be going on. ___ Seating chart is done, as well as, host stand loaded (crayons, kid menus full) ___ Mop in around outside front door and vacuum black carpets. ___ All ketchups are filled and sugar packets too, also make sure all tables have trivia. ___ Lemons are cut and dressings are full, as well as, cups and lids/ cheese machine. ___ Buss station is ready and buss tubs are in place/ sanitation bucket w/ rags. Make sure all received food items are checked and temped properly, as well as, stored and dated. FIFO
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Manager Check List PM Shift ___ All dishes are done/ day prep ___ Fryers are filtered once at 4:00 PM and again at closing (Use Filter powder!!!!). ___ All sautéed’ items cooked and steaming. ___ HACCP weekly line check done by 5:00 PM ___ All items in and under line coolers filled for lunch shift.(meat, toppings,sauces..ect.) ___ Fry rack full with blanched fries. O-ring station filled, and iced under each item. ___ All kitchen employees present and in uniform, that includes gloves and hats ___ Sanitation buckets in each station ___ A line sweep and mop has to be done (This should be done at every opportunity) ___ Prep is being started, and is known by all what is to be done. (Look at prep par levels) ___ Bar is stocked up, ice cream, condiments, cups and lids, milk…ECT. ___ Pre-mades are done, at least 5 of vanilla + chocolate on weekdays 20 on weekends. ___ Dip well is on, as well as, a sanitation bucket w/ rags by sink. ___ Servers all present and in uniform w/ name tags (bartenders too) ___ Coffee and tea made, as well as, soda station put together. ___ All chairs and tables wiped and cleaned. ___ Check bathrooms for tissue and towels/ trash can empty with liner. ___ Shake of the day is named/ any contest that might be going on. ___ Seating chart is done, as well as, host stand loaded (crayons, kid menus full) ___ Mop outside front door and vacuum black carpets. ___ All ketchups are filled and sugar packets too, also make sure all tables have trivia. ___ Lemons are cut and dressings are full, as well as, cups and lids/ cheese machine. ___ Buss station is ready and buss tubs are in place/ sanitation bucket w/ rags.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Manager Walkthrough B. O. H. ___ Fryers have been filtered a second time. (Use Filter Powder!!!) ___ Grill has been cleaned properly, including the traps. ___ Bun toaster has been shut down and cleaned properly ___ All hood filters cleaned, sanitized and put back. ___ Make sure the areas around in and under hoods are cleaned and sanitized. ___ Line coolers have been stocked and closed air tight. (Meat, condiments, sauces, salads ect) ___ All equipment has been cleaned and sanitized properly.(Doors, gaskets, Shelves..Ect.) ___ All product has been properly stored away for night. ___ All dishes, small wares, and bus tubs have been cleaned and stored away for night. ___ All equipment has been shut off including Grill, fryers, heat lamps, bun toaster, and hoods. ___ Equipment has been pulled out and cleaned behind including walls. (Behind grill as well). ___ All sinks and prep areas must be cleaned and sanitized ___ All trash and boxes must be thrown out ___ All used potato barrels emptied cleaned, and sanitized. ___ All mats must be cleaned, sanitized, and rolled up for night ___ Entire kitchen must be moped and sanitized, including under shelves. ___ Spot check all walls for cleaning and sanitizing. ___ Clean and sanitize mop sink. Check Dishwasher trap. Make sure all food is properly stored and under 41 degrees Fahrenheit.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Manager Walkthrough F. O. H. ___ All server side work has been completed. ___ All tables and chairs are wiped down, then chairs put up for night. ___ All bus areas cleaned, dishes washed, trash taken out, walls wiped down ___ All black carpets rolled up for the night. ___ All server areas cleaned and sanitized. Fold Cars if needed. ___ All server food and drink trays cleaned and sanitized. ___ Host stand and merchandise display area cleaned and sanitized. ___ Front entrance and or foyer areas, glass cleaned and seeped, carpets rolled. ___ All countertops and shelves behind and in front of bar cleaned and sanitized. ___ All trash and boxes must be thrown out ___ All condiments/ candies must be fully stocked behind bar. ___ All Freezers must be cleaned and sanitized outside and in. ___ Ice cream must be restocked and rotated properly. Cover the open Ice Cream. ___ Spot check all walls for cleaning and sanitizing. ___ All soda machines must be broken down, cleaned and sanitized. ___ All bar stools clean and flipped up for the night. ___ Turn off dip well for the night. ___ Turn off all wall neon’s for the night. Check Heat lamps. ___ Check bathrooms for trash, tissue, and towels. ___ Shut off Music Remember to run a clock-in report, open check report, as well as, the total sales.
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Prep Par Levels Weekday Weekend 5.5oz Meatballs 5.5oz Meatballs 7.0oz Meatballs 7.0oz Meatballs 10.oz Meatballs 10.oz Meatballs Tomatoes Tomatoes Sandwich Onions Sandwich Onions Batter Batter Onion Rings Onion Rings Olives Olives Potatoes All Barrels Potatoes All Barrels Chicken Chicken Portabella Portabella Take-Out Foil 100 sheets Take-Out Foil 200 sheets Sliced onions Sliced onions Salad mix Salad mix
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL WAITING LIST NAME OF PARTY TIME CAME IN WAIT TIME SIZE OF PARTY
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Application For Employment Date_____________ Cheeburger Cheeburger is an equal Opportunity employer. NAME (LAST, FIRST, MI) SOCIAL SECURITY NUMBER ADDRESS CITY STATE ZIP CODE PHONE NUMBER REFERED BY EMPLOYMENT DESIRED POSITION START DATE SALARY DESIRED ARE YOU EMPLOYED YES_______ NO_________ MAY WE CONTACT YOUR PRESENT EMPLOYER? YES______ NO________ EVER APPLIED WITH THIS COMPANY BEFORE BEFORE? YES_______ NO__________ WHERE? WHEN? EDUCATION HISTORY NAME & LOCATION OF SCHOOL YEARS ATTENDED DID YOU GRADUATE? SUBJECTS STUDIED GRAMMAR SCHOOL HIGH SCHOOL COLLEGE TRADE OR BUSINESS SCHOOL GENERAL INFORMATION SUBJECTS OF SPECIAL STUDY OR SPECIAL TRAINING U.S. MILITARY SERVICE RANK FORMER EMPLOYERS (LIST BELOW THE LAST FOUR EMPLOYERS, STARTING WITH THE LAST ONE FIRST) DATE: MONTH AND YEAR NAME &ADDRESS OF EMPLOYER SALARY POSITION REASON FOR LEAVING FROM: TO: FROM: TO: FROM: TO: FROM: TO:
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL REFERENCES: GIVE BELOW THE NAMES OF THREE PERSONS NOT RELATED TO YOU. NAME PHONE NUMBER BUSINESS YEARS KNOWN AUTHORIZATION “I CERTIFY THAT THE FACTS CONTAINED IN THIS APPLICATIONARE TRUEAND COMPLETE TO THE BEST OF MY KNOWLEDGE AND UNDERSTAND THAT, IF EMPLOYED, FALSIFIED STATEMENTS ON THISA APPLICATIONSHALL BE GROUNDS FOR IMMEDIATE DISMISSAL. I AUTHORIZE INVESTIGATION OF ALL STATEMENTS CONTAINED HEREINAND THE REFERENCES AND EMPLOYERS LISTED TO GIVE YOU ANY AND ALL INFORMATION CONCERNING MY PREVIOUS EMPLOYMENT ANY PERTINATE INFORMATION THEY MAY HAVE,PERSONAL OR OTHERWISE, AND RELEASE THE COMPANY FROM ALL LIABILITY FOR ANY DAMAGE THAT MAY RESULTFROM UTILIZATION OF SUCH INFORMATION. I ALSO UNDERSTAND AND AGREE THAT NO REPRISENTITIVE OF THIS COMPANY HAS ANY AUTHORITY TO ENTER INTO ANY AGREEMENT FOR EMPLOYMENT FOR ANT SPECIFIED PERIOD OF TIME, OR TO MAKE ANY AGREEMENTCONTRARYTO THE FORGOING, UNLESS IT IS IN WRITINGAND SIGNED BY AN AUTHORIZED COMPANY REPRISENTITIVE. THIS WAIVER DOES NOT PERMIT THE RELAES OR USE OFDISABILITY-RELATED OR MEDICAL INFORMATION IN A MANNER PROHIBITED BY THE AMERICANS WITH DISABILITIES ACT (ADA) AND OTHER RELEVANT FEDERAL AND STATE LAWS.” DATE_________________________ SIGNITURE_____________________________________________________________________
COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL LEAD TRAINER SUMMARY Name: Date Training Completed: Store: Owner: Manager(s): Food Safety Training Completion Date: Menu Review Completion Date: POS Practicum Completion Date: Dining Room Practicum Completion Date: Bar Skills Completion Date: Food Preparation Completion Date: Kitchen Skills Completion Date: HACCP Training and Implementation Completion Date: I certify that the employees of this store are fully trained and prepared to begin full operations in compliance with the Cheeburger Cheeburger Operations Manual. Lead Trainer Signature and Date Store Owner or Representative Signature and Date Additional Tasks/Goals Completion Date ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ _____________________________________________________________
CHEEBURGER CHEEBURGER NEWBACK OF HOUPREP NAME Meatballs Potatoes Tomatoes Onions Portobella
W STORE OPENING SKILLS CHECKLIST USE EMPLOYEES FRYER Chicken Batter Rotation Blanching Cooking Portions
COPYRIGHT 2004 CHEEBURGER CHEEBURGER CHEEBURGER CHEEBURGER NEWBAR ECUSTOMER SERVICE PRODUNAME Cash POS To Go Phone Shakes SAS Cre
R RESTAURANTS, INC. FORT MYERS, FL W STORE OPENING SKILLS CHECKLIST MPLOYEES UCTION HACCP/CLEANING Egg eam/Floats Desserts Cleaning Storage Equipment
COPYRIGHT 2004 CHEEBURGER CHEEBURGER CHEEBURGER CHEEBURGER NEWFRONT OF HONAME Speech Menu Stations SideWork POS Upsells
R RESTAURANTS, INC. FORT MYERS, FL W STORE OPENING SKILLS CHECKLIST OUSE EMPLOYEES sDesserts Gift Cards/Retail Cash Bussing Complaints
COPYRIGHT 2004 CHEEBURGER CHEEBURGER CHEEBURGER CHEEBURGER NEWBACK OF HOUGRILL REVIEW NAME Bacon Mushroom Onions Burgers Chicken
R RESTAURANTS, INC. FORT MYERS, FL W STORE OPENING SKILLS CHECKLIST USE EMPLOYEES HACCP/CLEANING nRolls Melts HACCP Temps Grill/Hood Fryer
Employee Handbook This Employee Handbook is confidential and proprietary. It is provided for internal purposes only. It may not be copied, reproduced or distributed without the consent of the Company. Cheeburger Cheeburger Restaurants, Inc. CONFIDENTIAL Employee Handbook
Purpose of the Handbook The handbook has been designed to share information with you about Cheeburger Cheeburger Restaurants, Inc., the policies, which affect each of us, and the commitment that the company has to its customers and its employees. This Handbook was produced to help you in knowing what is expected of you and what, in turn, you can expect from the company. This handbook is not a contract or legal document. You will find information on company benefits both on and off the job, answers to questions about the way we work, and a variety of other items. THIS HANDBOOK IS NOT A CONTRACT OR A LEGAL DOCUMENT, and there is no intention to imply or create a contractual relationship. All employment is “at will.” This means that you are free to terminate your employment at any time, with or without cause, and Cheeburger Cheeburger Restauarnts, Inc., has the right to terminate your employment at any time, with or without cause, in accordance with applicable law. Table of Contents Purpose of the Handbook ………………………………………. 2 Company Mission………………………………………………. 3 Good Customer Creed…………………………………………... 3 Background on Cheeburger Cheeburger Restaurants…………... 3 Standard Employee Policies…………………………………. 4 1.0 Food Safety……………………………………... 4 - 6 2.0 General Policies…………………………………. 6 - 13 3.0 Emergency Procedures………………………….. 13 - 14 4.0 Health & Safety Policies………………………… 14 - 15 5.0 Employment Policies……………………………. 15 - 19 6.0 Compensation Policies…………………………... 19 - 21 7.0 Personal Conduct Policies……………………….. 21 - 23 Closing…………………………………………………………… 23 Listing of Topics by Section Numbers…………………………... 24 Cheeburger Cheeburger Restaurants, Inc. 2 CONFIDENTIAL Employee Handbook
WELCOME to Cheeburger Cheeburger Restaurants, Inc. Company Mission To provide a system of high operating standards, superior customer service and effective cost controls in order to maximize franchise owner profitability. Good Guest Creed The Cheeburger Cheeburger Restaurants, Inc. guest is looking for a home-cooked meal that is convenient, inexpensive, and easy to carry home. The guest wants to be served in a casual and clean dining area by caring and friendly people. The Cheeburger Cheeburger Restaurants, Inc. guest knows that good food doesn’t have to be costly or fancy, it just needs to taste good. The Cheeburger Cheeburger Restaurants, Inc. guest is the most important person in the business. The guest is the lifeblood of the business and the purpose for being in operation. Background of Cheeburger Cheeburger Restaurants, Inc. We at Cheeburger Cheeburger Restaurants, Inc. are committed to hiring the best employees in the industry. We believe in professionalism, a positive mental attitude, an aim-to-please approach, and teamwork. Our goal is to provide a casual dining experience that exemplifies quality, value, service and excellence in all aspects of our operation. That goal cannot be accomplished without a specific set of rules and guidelines by which to operate. This Employee Handbook is our way of sharing with you, the “rules of the road” for our operation. These rules and regulations are to insure safety, good working conditions, and the efficient operation of the business. The following will help you to understand how we operate and what is to be expected of you while you are employed at Cheeburger Cheeburger Restaurants, Inc. If you have any questions regarding any of the following policies and house rules, please ask your manager. You are expected to know and abide by the following policies and house rules as well as any other communicated to you by management. Failure to do so may result in disciplinary action, including termination. Cheeburger Cheeburger Restaurants, Inc. 3 CONFIDENTIAL Employee Handbook
Standard Employee Policies 1.0 Food Safety ♦ 1.1 Why is Food Safety Important? • Serving safe food is important for health as well as financial reasons. • Food safety directly affects you, your co-workers, your customers, and the food service operation itself. • Although serving safe food takes a little extra time and effort, it is part of being professional. ♦ 1.2 Food borne Illness • “Borne” means “carried.” Food borne illness is an illness that is carried in the food to those who eat it. • Food borne illness may be caused by microorganisms, which are microscopic, one-celled organisms, such as bacteria. • Bacteria are smaller than the eye can see, and exist almost everywhere. • Bacteria multiply rapidly in food that is high in protein, such as meat and poultry. • A single bacterium can grow, divide, and multiply in food, enough to make people who eat it sick. This means that the food is contaminated. ♦ 1.3 Conditions Needed for Bacteria Growth • Potentially hazardous food is the type that is most in danger of being contaminated, and where bacteria grows most rapidly. • The four categories of potentially hazardous food are: Fresh meat, such as beef or pork; poultry, such as chicken or turkey; seafood or fish; and dairy products, such as milk and cheese. • Bacteria also need to remain in the temperature danger zone, a range between 39 and 140 degrees F for more than four hours to grow. ♦ 1.4 Understanding the Flow of Food • Food moves through your operation, beginning at the loading dock, through all areas of preparation, cooking and service. • After it is received, food must be stored properly in the temperature to keep it safe. • Preparation is an important point in the flow of food because food is exposed to contamination. • Do not touch the food, or any surface that touches the food. ♦ 1.5 Eight Frequent Causes of Food borne Illness • Failure to cook food properly is the leading cause of food borne illness. • Failure to cook food properly, to a high enough temperature, allows bacteria to survive. Cheeburger Cheeburger Restaurants, Inc 4 CONFIDENTIAL Employee Handbook
• An infected employee with poor hygiene contaminates food. • Food prepared a day or more in advance is handled carelessly. • Raw food is mixed with food that has already been cooked. • Food is left in the temperature danger zone for too long. • Leftover food is not reheated to the proper temperature. • Crossover contamination occurs. For example: A cutting board is used with raw food, then without cleaning and sanitizing, it is used with cooked food. The bacteria crosses over from the cutting board to the food. ♦ 1.6 How Does Food Become Contaminated? • Contamination is the presence of something harmful in food, such as bacteria, a virus, glass, metal, or hair. • Bacteria, or microscopic organisms living in food, is one form of contamination. Food rich in protein, such as meat and poultry, is most susceptible to bacteria contamination. • Food can become contaminated when bacteria from one food passes through to another through a knife, cutting board, or person. This is known as crossover contamination. ♦ 1.7 Serving Food Safely • Do not touch any part of a glass, dish, plate, utensil that may also touch a person’s mouth. • Hold plates by bottom or edge. • Hold glasses near the bottom or by the stem. • Hold flatware by the stem. • Never stack cups. Hold them by the handle, on saucers, or use a tray. • Remove ice from an ice machine using tongs or a scoop. ♦ 1.8 Why is Personal Hygiene Important? • Everything, including healthy people, carries harmful bacteria and viruses. • Personal hygiene is one important area of food safety that people can control. ♦ 1.81 Elements of Personal Hygiene • Be certain that you arrive to work feeling healthy. Call a manager if you become ill. • Cuts and abrasions should be bandaged and covered with gloves, whether or not you are working directly with food. • Keep hair clean. Always wear longer hair pulled back and/or up off your face. • Bathe or shower everyday. • Do not wipe your hands on your apron. • Fingernails should be trimmed and clean. Cheeburger Cheeburger Restaurants, Inc. 5 CONFIDENTIAL Employee Handbook
• No excessive jewelry, no neck chains that can be seen, no dangling earrings; one stud earring allowed per ear and no nose rings. • Use deodorant. Refer to Section 2.4, Dress Code, of this Employee Handbook for additional information. ♦ 1.82 Proper Hand washing Techniques • Use a hand washing sink only, not a prep sink. • Always wash your hands after using the restroom. • Wash your hands if you touch anything that could cause contamination, such as your hair/face/mouth or raw food. • Wash your hands after you take a break, mop the floor, or take out the garbage. • It takes about twenty seconds to properly wash your hands. • Wash all areas of your arms and hands that are exposed to food, up to your elbows. • Always wash your hands in hot water. • Dry your hands using a single-service hand towel or hot air dryer. • Disposable gloves should be worn over thoroughly washed hands only. Wear them if you have a cut or abrasion. Change them if they become torn, dirty, or contaminated - or if you are changing food products. ♦ 1.83 Personal Habits and Food Safety • Do not smoke or chew gum or tobacco around food. • Bathe daily. • Trim and clean your fingernails. • Do not sneeze or cough near food. • Do not touch or scratch any part of your body while handling food. • Save personal activities, such as eating, drinking, smoking, or grooming for break time or employee meal periods. Wash your hands before returning to work. 2.0 General Policies ♦ 2.1 Attendance Absenteeism and tardiness cause a hardship to the entire staff and reduces the possibility of offering high quality service to our guest. It is extremely important that a full working force be available for each shift. If for any reason you are unable to report for work, you are expected to notify your manager at least two hours prior to your scheduled shift each day of absence. Absenteeism and tardiness may result in disciplinary action. The terms below will help each of us to understand what is and is not acceptable. Absence: Not reporting in person for that shift within one hour of the scheduled time. Voluntary Quit: In the event of a “no-show”/absence as described above. Cheeburger Cheeburger Restaurants, Inc. 6 CONFIDENTIAL Employee Handbook
Tardiness: Not reporting for your scheduled shift at the scheduled time. You must be completely in uniform and ready to go to work at the time you check in. This means: • Hair neat and combed • Hands washed • Uniform on. • Signed in at the appropriate station neatly pressed at/before the scheduled time. Excessive Absenteeism: Our company does not distinguish between an excused or an unexcused tardy or absence. • Four (4) occurrences in three months • Eight (8) occurrences in six months Discipline for excessive tardiness: 1.Verbal warning 2.Written warning 3.Suspension 4.Termination “Proof” of unavoidable delays or absenteeism: At time of suspension, if absences are excessive and continued employment is desired, proof may be provided to the supervisor for his or her consideration with no guarantee the absence or tardiness will be excused, e.g.: • A traffic ticket. • A dated receipt and work order for automobile • A doctor’s note, towing and/or repairs, etc. ♦ 2.2 Check Cashing Policy The company does not accept any type of personal check from the guest or from employees. ♦ 2.3 Drug-free Workplace Policy Cheeburger Cheeburger Restaurants is committed to providing a safe and healthy environment for its employees and guests. This includes providing a drug-free workplace. You as an employee will be required to acknowledge that you have received and read a copy of Cheeburger Cheeburger Restaurant’s Drug-free Workplace Policy. ♦ 2.4 Dress Code Your appearance is very important in making a favorable impression to our customers. We therefore request that you exercise good judgment and dress in a manner fitting and proper for appearing before the public who enter our business. The required uniform is as follows: Servers – Bar: Tan pants, shorts or skirt. Cheeburger Cheeburger T-Shirt. White socks and clean sneakers. Cheeburger Cheeburger apron (tan or black), name tag. Cook/Prep: Rubber sole shoes or sneakers. Clean pants, shorts or skirt. Cheeburger T-Shirt and Cheeburger Hat. Cheeburger Cheeburger Restaurants, Inc. 7 CONFIDENTIAL Employee Handbook
Your appearance is an important part of the impression guests have on our restaurant. In addition to Cheeburger Cheeburger Restaurants dress code, the following appearance standards must be met: 1. Good personal hygiene should be maintained. 2. No smoking or chewing gum in the store. 3. Pagers are not to be worn, and personal telephones are not to be carried while working. 4. A hat or hairnet must always be worn around food. 5. Uniforms must be clean and neatly pressed. 6. Hair should be clean and neatly trimmed. 7. Mustaches may be worn if they are fully grown and neatly trimmed. 8. Beards may be worn if they are fully grown and neatly trimmed. Kitchen employees are required to wear a hair net covering the beard. 9. Fingernails should be clean and neatly trimmed. 10. Jewelry is to be kept to a conservative minimum. 11. Necklaces are not to be worn with uniforms. 12. Ladies and gentlemen may wear only one stud earring per ear. Keep in mind that our appearance standards are for health and safety consideration. ♦ 2.5 Equal Opportunity Employer Cheeburger Cheeburger Restaurants, Inc. is an equal opportunity employer. You have an equal opportunity to succeed and progress to any level, including management, while in our employ. We do not discriminate on the basis of race, age, color, sex, religious beliefs, ethnic origin, marital status, pregnancy, physical or mental disability, or any other group protected by law, as an employee of Cheeburger Cheeburger Restaurants, Inc. ♦ 2.6 Accommodation of Individuals with Disabilities As an equal opportunity employer, it is the policy of Cheeburger Cheeburger Restaurants, Inc. to comply fully with all aspects of the Americans with Disabilities Act (ADA), which protects individuals with physical and/or mental disabilities from employment discrimination. In addition, the ADA provides for the physical accessibility of such individuals as guests in a place of public accommodation such as Cheeburger Cheeburger Restaurants, Inc. Since we want all of our guests to feel welcome and comfortable in our restaurant, we expect our employees to comply in every respect with the provisions of this law. You as an employee will be required to acknowledge that you have received and read a copy of Cheeburger Cheebugrer Restaurants, Inc. Americans with Disabilities Act Policy. ♦ 2.7 Compliance with Governmental Rules and Regulations It is the policy of this restaurant to comply with all rules and regulations of all local, state and federal agencies with jurisdiction. However, NO ONE IS TO VOLUNTEER ANY INFORMATION TO ANY GOVERNMENT AGENCY AND/OR THEIR REPRESENTATIVE EXCEPT THE CORPORATE OFFICE. Cheeburger Cheeburger Restaurants, Inc. 8 CONFIDENTIAL Employee Handbook
SAMPLE DOCUMENT If the corporate office is unavailable for immediate attention to a request of information, you must REFER ALL INQUIRIES TO THE MANAGER ON DUTY. Under no circumstances shall an employee answer questions on behalf of Cheeburger Cheeburger Restaurants Inc.. ♦ 2.8 Hours of Operation Ask manager for hours of operation for your store. Holidays for all stores are as follows: Thanksgiving - Closed Christmas Eve - 11:00 a.m. - 3:00 p.m. Christmas – Closed New Years Eve – 11:00 a.m. – 8:00 p.m. ♦ 2.9 Manager Comps (MC) Manager Comps (MC) are to be used to: 1. Treat a guest of Cheeburger Cheeburger Restaurants for the purpose of public relations/business activity. • Unauthorized MC is subject to discipline and can be charged to you as a dining room shortage. • Must be documented on House Guest Form (Form #H-1). • Must be authorized by manager on duty. 2. Compensate a guest of Cheeburger Cheeburger Restaurants for poor service for unacceptable food product. • Needs authorization of manager on duty. ♦ 2.10 House Rules The following is a list of rules that must be followed by all employees: 1. Sign in and be at your appointed work place in full and proper uniform, ready to perform your duties at the scheduled starting time. 2. Notify the manager two hours in advance if you are unable to work due to an illness or other causes. 3 Perform your work responsibilities during the shift and remain in your work place until your manager has given you permission to sign out. 4. Wear any and all safety articles (including uniforms); use all safety equipment as provided by the company; and abide by all safety rules as stated by the Health and Safety Policies. 5. Be responsible for all company equipment or property in your custody or care. 6. Use only the designated employee parking area while on duty. 7. Use only the employee entrance when reporting for and leaving your shift. 8. Notify the manager immediately, in writing, of any change in personnel information. 9. Maintain proper standards of conduct at all times. 10. There will be no loitering on the premises after your shift has ended unless with proper authorization. 11. All menu items will be prepared according to Cheeburger Cheeburger Restaurants, specifications at all times. 12. All food, beverages, dry goods and supplies are property of Cheeburger Cheeburger Restaurants and are to remain on premise. 13. Employees are not permitted to request free merchandise, gifts, or inducements of any kind from salesmen or vendors. 14. All tips are to be reported accurately and according to state and federal laws. Cheeburger Cheeburger Restaurants, Inc 9 CONFIDENTIAL Employee Handbook
SAMPLE DOCUMENT 15. Employee’s personal business is to be conducted during off duty hours. 16. Employees are required to attend all scheduled employee meetings. Disciplinary action will be taken for any unexcused absences. Employees will be paid for meetings attended. 17. No visitors are allowed in the kitchen or dish area at any time. 18. Purses, coats, and other personal items are to be placed only in designated areas. Cheeburger Cheeburger Restaurants, will not be responsible for loss of personal items. 19. You must strictly adhere to all policies concerning the serving of alcoholic beverages. ♦ 2.11 Disclosure of Confidential Information The company considers any information relating to the company’s business or strategy to be strictly confidential. Some examples of confidential information are: Personal employee information (including salaries, performance history, or reason for departure of employees), unadvertised product information and sales information. This kind of information should not be disclosed to anyone outside the company, and also should not be disclosed to any other employees, in writing or conversation unless that employee needs to know the information in order to perform his/her job. Should you wish to discuss a question with someone other than your manager, we suggest that you request a meeting with the next level manager. Unauthorized disclosures will result in corrective action. Employees should not be interviewed by or give quotes to the press. All media requests should be directed to the corporate offices. ♦ 2.12 Open Door Policy Cheeburger Cheeburger Restaurants has an Open Door Policy. Should an employee feel it is necessary to speak with a member of our staff for a specific purpose, it is the company’s policy for staff to respond immediately or in a most expedient manner. Although an appointment would be preferable, circumstances might require immediate attention. In those instances, we will respond to the best of our ability. In return, we hope our employees would exercise proper judgment in asking for immediate priority for their problem or issue. ♦ 2.13 Sexual Harassment Cheeburger Cheeburger Restaurants is committed to maintaining a work environment in which all individuals are treated with respect and dignity, and which promotes equal employment opportunities. The work environment must be free of unlawful discrimination and harassment. At Cheeburger Cheeburger Restaurants, sexual harassment, whether verbal, physical, or visual, is unacceptable and will not be tolerated. This is true whether the harassment is by a supervisor, co-worker, vendor, or customer. You as an employee will be required to acknowledge that you have received and read a copy of Cheeburger Cheeburger Restaurant’s Sexual Harassment Policy. Cheeburger Cheeburger Restaurant’s Sexual Harassment Policy has been developed to ensure that all of its employees work in an environment free from sexual harassment. Should you have any questions concerning the Policy, please direct them to the Human Resources Department. Cheeburger Cheeburger Restaurants, Inc 10 CONFIDENTIAL Employee Handbook
SAMPLE DOCUMENT ♦ 2.14 Non-Dating Policy Cheeburger Cheeburger Restaurants does not permit employees to date other employees within the same supervisory chain of command. ♦ 2.15 Time Keeping Your store manager will show you the procedure for recording time worked. Any time you are working you must be “clocked in.” When you are not working you must be “clocked out.” Under no circumstances may you allow a fellow worker to clock in or out for you. If an employee is found clocking in for another employee or having a fellow employee clock in for them the company will consider it to be falsification of time records which may lead to termination. Employees may only work the hours that are scheduled, unless otherwise approved by management. ♦ 2.16 Work Hours and Schedules Store hours and employee work schedules may vary by store. Work schedules are determined by management and must be flexible to ensure adequate coverage at all times. Work schedules are normally posted three days before each workweek begins. Proposed schedule revisions are announced at least 24 hours in advance whenever possible, but all employees are expected to accommodate changes. ♦ 2.17 Admission to the Store All employees, including managers must enter and exit through the appropriate doors. This will vary by location of business. Your manager will provide you with the appropriate information. ♦ 2.18 Parking Please park your car in designated areas only. Be sure to lock your car at all times. The company cannot be responsible for damage or theft of automobiles or personal property therein. ♦ 2.19 Telephones Store telephones must be kept open for business at all times. Outgoing local personal calls may be made only with the permission of your manager. Long distance outgoing calls and any incoming calls are not permitted at any time. In the event of an emergency, your manager will contact you immediately. Cheeburger Cheeburger Restaurants - Answering the Telephone: 1. Answer the phone by the third ring. 2. Always use a warm, friendly voice. Answer by saying, “Thank you for calling Cheeburger Cheeburger Restaurants, this is _______, may I help you?” 3. Try to answer all specific questions or refer them to someone who can. 4. Whenever someone calls for a manager, always ask, “Who is calling please?” 5. Calls concerning employment should be referred to a manager. Cheeburger Cheeburger Restaurants, Inc 11 CONFIDENTIAL Employee Handbook
SAMPLE DOCUMENT 6. Phone calls for employees will be handled by taking a message. If they insist to speak to the person, give the phone to the manager. 7. Be prepared to answer questions about our menu: Prices, features, portions. 8. NEVER give out personal information about any employee over the telephone (phone number, work schedule, etc.) - refer the call to the manager. 9. REMEMBER: Answer the phone with a smile on your face! They can hear it in your voice. ♦ 2.20 Employee Meals For every shift that an employee works, the company allows the employee to choose one item off each the sandwiches and side items for free. For every eight-hour shift that an employee works, the company allows one item off each the sandwiches and side items, free of charge. Employee meals must only be taken after first obtaining permission from the manager on duty. The order must then be placed by the manager or specified employee. If you need to take a break, ask a manager clock out, and place the order through the manager. Employee meals are available before or after the completion of the scheduled shift. They are never available for take-out. Employees may never eat anything that has not been entered into the register or paid for. This is considered theft and may result in immediate termination. ♦ 2.21 Smoke Breaks Smoke breaks are a privilege given to those employees who do smoke. An employee must always first ask permission from the manager on duty. It is the manager’s decision to allow or to deny the break. There will be no more than two smoke breaks every 5 hour shift. Smoking is never permitted in the restaurant or in the restroom. ♦ 2.22 Serving of Alcoholic Beverages It is Cheeburger Cheeburger Restaurants company policy that any guest who appears to be under the age of thirty (30) must be carded when purchasing alcohol. Under no circumstance will anyone under the age of twenty-one (21) be served alcoholic beverages. If an employee has any question regarding the authenticity of an ID, a manager should be notified. At no time should an intoxicated customer be served alcohol. If an employee is uncertain about the customer’s sobriety, again a manager should be notified. ♦ 2.23 Theft Theft, attempted theft, or misappropriation of company, employee, or guest property will not be tolerated. Violations will result in immediate termination and prosecution to the fullest extent of the law. ♦ 2.24 Cash Handling Failure to maintain accurate and proper accountability and control of cash banks and deposits may lead to disciplinary action up to and including discharge. This includes Cheeburger Cheeburger Restaurants, Inc 12 CONFIDENTIAL Employee Handbook
SAMPLE DOCUMENT excessive or repeated cash shortages or other errors, as well as, failure to follow proper procedures for handling checks/cash/credit cards. ♦ 2.25 Family and Medical leave Act Policy Cheeburger Cheeburger Restaurants has a detailed Family and Medical Leave Policy, which is set out in full in a handout which your manager will give you and for which you will sign a written acknowledgment of receipt. 3.0 Emergency Policies When an emergency arises, the manager’s first concern is to ensure the safety of guests and employees. Property damage, guest service and legal effects are of secondary importance. There may be events which happen that will require the emergency closing of the Cheeburger Cheeburger Restaurants restaurant. If there is ever real danger to the guests and/or employees of the restaurant, it is imperative that the manager take whatever action is necessary to protect life and limb. All new employees should study the emergency information found in the laminated Emergency Flip Chart near the “take-out” telephone. ♦ 3.1 Emergency Exits Emergency exits are clearly marked with lighted signs. These exits should be used only when evacuating the restaurant in emergency situations. Emergency exits should be kept clear of obstructions at all times ♦ 3.2 Robbery During the robbery: • Remain calm. • Continue to cooperate with the robber. • Stay away from any windows. • Avoid calling attention to the fact that the police have arrived if the robber doesn’t know it. • Use good judgment. Think long and carefully before you do anything. ♦ 3.3 Firearms and Weapons The Cheeburger Cheeburger Restaurants policy is that all firearms and other weapons are forbidden at the restaurant and adjacent premises. No exceptions are allowed to this policy. ♦ 3.4 Guest or Employee Injury or Illness If a guest or employee becomes injured or ill, contact the manager. ♦ 3.5 Disturbances Disturbances Inside the Restaurant In the event of a fight or other disturbance inside the restaurant, contact the manager on duty. Cheeburger Cheeburger Restaurants, Inc 13 CONFIDENTIAL Employee Handbook