Management Procedures

MODULE 6

MANAGEMENT PROCEDURES:

§ Opening Procedures

§ Pre-Trade Checks

TRAINEE WORKBOOK

Part 1

NAME:
DATE:

This training material is copyrighted under the Berne Convention. Furthermore, in terms of the Copyright Act, No 98 of 1978 of the Republic of South Africa, no part of this training materialmay be utilized, reproduced or transmitted in any form or by any means, electronic or mechanical or by means of any information storage and retrieval system (which shall be deemed to include the photocopying and / or recording of such material), without the express written permission of Spur Corporation (Pty) Ltd.

CONTENTS

1. INTRODUCTION & HOUSEKEEPING 5

2. COURSE OBJECTIVES 6

3. VIDEO INTRODUCTION 7

4. THE OPENING PROCEDURE 8

4.1 Checking the Store’s Exterior 8

4.2 Checks to Plan Your Day 9

4.3 The Store ‘Walk Through’ 12

4.4 Checking The Sections 13

4.4.1 Fridges 13

4.4.2 Fryers 14

4.4.3 Mains 14

4.4.4 Cooking Equipment 15

4.4.5 Cold Storage 15

4.4.6 Back Kitchen Area 15

4.5 Problematic Product Balancing 17

4.6 Orders 19

4.7 Daily Issues 21

4.8 Estimates: Determining Prep & Daily Issues 21

4.9 Recording Issued Stock 22

4.10 Trading Patterns 23

4.11 Rotating & Cleaning The Walk-In Fridges 23

4.12 The White ‘Prep’ Board 26

4.13 The Green Areas Meeting 28

4.14 Completed Prep 29

4.15 Checking Meat Cuts & Products 30

4.16 Bulk Meat Issues & Preparation 31

4.17 Front Of House Opening Procedure 32

4.18 Opening Procedure Summary Checklist 33

5. pre-trade checks 35

5.1 Quality Checks 36

5.2 Quantity Checks 36

5.3 Hygiene & Cleanliness Check 38

5.4 Admin Checks 39

5.5 Salad Valley Checks 40

6. CONCLUSION 41

6.1 The Last Word 41

6.2 Tests & Assessments 41

7. ANNEXURES 41

7.1 Management Procedures - Part 1: Opening Procedures & Pre-Trade Checks Multiple Choice Questionnaire 42

7.2 Management Procedures - Part 1: Opening Procedures & Pre-Trade Checks: Written Test Question Sheet 46

7.3 Management Procedures - Part 1: Opening & Pre-Trade Checks: Practical Assessment Sheet 60

7.4 Opening Procedure Summary Checklist 75

7.5 Temperature Check Sheet 76

7.6 Green Areas Meeting Planner 77

1. INTRODUCTION & HOUSEKEEPING

Ensure that you complete the training-tracking sheet, so that your attendance is noted.
This training workbook has been designed to be used in conjunction with the Management Procedures – Part 1 training video and Trainer’s Guide.
The video has been divided into 10 main sections (including the Introduction).
Video training process:

§ Before viewing each section of the video, open your workbook & read through all the questions that pertain to the section of the video you are about to watch. This assists you, as you will understand what you must watch out for in the video.

§ Once you have watched the video, fill in the answers in your workbook.

§ Once you have completed filling in the answers, the trainer will question you on the information you have filled in – to check that it is correct.

It is important that you ask your trainer any questions you may have.
It is also important that you actively participate in the various discussion sessions, which have been included to ensure that the different sections of the video are well understood.
At the end of the training session you will be required to complete and pass a written test and multiple-choice questionnaire.
Once your training has been completed, your trainer / manager will assess what you have learnt by way of a practical assessment and you will be given feedback on your results.

2. COURSE OBJECTIVES

Once you have completed this training, you will understand:

1. Why procedures are the foundation of a successful business

2. How to conduct an Opening Procedures, to ensure that –

a) Security risks are avoided when opening your store

b) Administration matters are dealt with effectively

c) Foodstuffs are handled and stored correctly

d) Stock is correctly controlled and accounted for

e) The Spur environment is always hygienically clean and attractive to guests

f) Service is organized

g) Great meals are served

h) Each guest has a wonderful Spur experience

3. How to avoid crisis management through proper planning and the correct use of procedures

4. How to generate greater profit by –

a) Minimizing waste and stock shortages, and

b) Reducing complaints

5. How to conduct a Pre-shift check (11h00 & 17h00)

a) To ensure your store is well organized for the forthcoming shift

3. VIDEO INTRODUCTION

Note: Please read the following, before watching the video:

As you all know, well-executed procedures are the foundation of a successful business.

In this training module we are going to look at how the prescribed management procedures will assist you in ensuring that –

· Foodstuffs are handled and stored properly

· The store is well prepared, clean and hygienic in every respect

We are going to learn exactly how to avoid crisis management by ensuring that you are in control of all situations, by carrying out the RIGHT procedure ahead of time!

DEF: Crisis Management:

Crisis managers allow situations to happen TO them!

E.G. 1) Puts fires out.

2) Runs out of stock.

3) Is always in the fridge issuing stock

4) Shouts a lot

DEF: Pro-Active Management:

Pro-active managers make situations work FOR them!

E.G. 1) Prevents fires

2) Checks targets/budgets for the week & orders accordingly

3) Issues sufficient stock before each shift begins and spends his time managing

service

4) Is in control as he is organised & so he smiles a lot!

4. THE OPENING PROCEDURE

!Please read through the questions (to the ‘pause’ break) before you watch the video.

Use the space provided below to take notes. Remember to ask questions about anything you are unsure of!

When and how often is the opening procedure carried out?

Ø
TIP: Remember: The Opening Procedure starts even before the manager U______the front door!

4.1 Checking the Store’s Exterior

When walking towards the store, which exterior elements should be inspected?

Ø
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TIP: Remember: Noticing a problem B opening is an opportunity to fix the problem before G arrive!

Which security factors should be noted?

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TIP: Remember that Your safety is paramount! If you suspect that a break-in has occurred OR if there are ‘threatening’ people near the store, follow these steps:
STEP 1:
Do not E the building / store
STEP 2:
Call the S company
TIP: Most armed robberies take place first thing in the M before the previous night’s takings have been
B .

Complete: Immediately after entering the store…

Ø / Deactivate the A , and
Ø / L the door I______!
Ø / Switch the L on
TIP: If your store has good natural light, switch the lights on during the E o’clock procedure!

4.2 Checks to Plan Your Day

TIP: Remember: P P P .
P P !

What is the first thing that you should check on entering the store?

List the information that you should find noted in the diary, that will help you plan your day.

Complete: The diary will identify –

Ø
Ø
Ø
Ø
Ø
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TIP: Stock shortages from the previous closing procedure will be found on the P S V R .

Example: Management Diary

APRIL 2004
30 Friday 121:245 Week 18
07:00
07:30 / Grill – onion fryer leaking – URGENT
08:00 / EQUIP REPAIRS: Fix plug on waffle iron
08:30 / ORDERS: Mushroom 6 x 5kg buttons ü ordered with Manie!
Milkman 15 x 1 LT sachets milk order – Joyce
09:00 / 1 x 5 LT cream
Bread & rolls
09:30 / FRUIT & VEG: NOT PLACED!!!
® Check F & V sheet
10:00
10:30 / COMPLAINTS: Pls phone Mrs Jones 763-5291 to get postal address, had tough steaks and plastic in burger - Oooooops!
Post R 200 voucher with apology letter – Phone ME – George – for details!
11:00
11:30
12:00 / BOOKINGS: Adams family x 4, non-smoking – window 12:00
TEL: 763-6969
12:30 / ABSA Bank, Klaaslessville – 25 pax
Smoking, Contact Mrs Koos 793-8283 12:30
13:00
13:30
14:00
14:30 / STAFF: Max will be in @ 11:00 – Grill back up
15:00 / INCENTIVES: PLEASE ALSO ADD TO LIST – CHOC MOUSSE & WORS
TO MOVE EXCESS STOCK
15:30:
16:00 / SHORTAGES: CHECK VARIANCE SHEET
® short tray of burgers – can’t find – HELP!! XXX
16:30
17:00 / CHEERS – HAVE A GOOD ONE!
GEORGE.
17:30
18:00

4.3 The Store ‘Walk Through’

How long should it take to complete the store ‘walk through’?

Generally, what is the purpose of the ‘walk through’?

Complete: The ‘walk through’ allows you to –

Ø / Check each area of the store for P , so that the necessary A______ can be taken
Ø / A list of I can be made for staff and I on their arrival
TIP: Always carry a pocket-sized N to record your observations during your walk through AND
Use the O P S S as a point of reference to make sure that you have inspected all the areas.

Which factors must be inspected during your walk through of the store, in the following areas?

TOILETS:
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FRONT SHOP (DINING AREA):
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Which previous procedure are you actually inspecting during your ‘walk through’?

Why will you make a note of any problem areas that you have discovered during your ‘walk through’?

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Ø
Ø

4.4 Checking The Sections

The checks below set out what you should look for when checking the equipment in the different sections during the opening ‘walk through’. Fill in the missing words.

4.4.1 Fridges

Ø / Are the fridges O and in W order?
TIP: Place your hand on the I of the fridge to ensure that they are working properly.
Ø / Does the temperature of the fridges range between and ˚C?
Ø / Have all the products in the fridges been covered with C______W___ or stored in sealed A containers?
Ø / Are the E of the under bar fridges free of I______B____ U ?
TIP: Should an under bar fridge require defrosting, make a note for the C . manager as it will need to be defrosted
O N as this process takes some time.
Ø / Are the fridges pulled A from the W to ensure good air circulation?
TIP # 1: If the opening manager notices that anything is wrong, I action must be taken.

TIP # 2: Remember: At Spur, the quality of our products is vital. If a fridge has been switched O over night, check the quality of E product immediately and then move that product to alternate C S .
TIP: If a piece of equipment has broken down, phone the repair people I , as it will need to be repaired
B G arrive.

4.4.2 Fryers

Complete: When checking the fryers, make sure that:

Ø / The fryers have been switched O ?
Ø / The fryers have been properly C ?
Ø / The oil has been F ?
Ø / The drain T have been C ?

4.4.3 Mains

Which is one of the most important switches that must be found ‘switched off’ or closed?

4.4.4 Cooking Equipment

Which other cooking & general equipment should be found to be switched off, cleaned & unplugged?

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4.4.5 Cold Storage

Which equipment is to be found ‘switched on’ & running at the correct temperature during the ‘opening walk through’?

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Ø
Ø

4.4.6 Back Kitchen Area

What is to be found closed / locked in the back kitchen area?

Ø
TIP: All the sections should be found to be in a
C and O fashion.

Discuss how a shift, in your experience, can be affected in instances where the opening procedure is not completed correctly & thoroughly.

Pay particular attention to what happens when you fail to –

Ø / Be sufficiently observant (in identifying potential security risks) when approaching the store
Ø / Adequately utilize the store’s diary as a planning and managing tool
Ø / Properly complete the previous shift’s closing procedures
Ø / Place pressure on new shift with regard to –
Ø / Pay attention to detail in your walk through of the front-of-house area

– PAUSE BREAK –

4.5 Problematic Product Balancing

!Please read through the questions (to the ‘pause’ break) before you watch the video.

Use the space provided below to take notes. Remember to ask questions about anything you are unsure of!

Complete:

Any stock shortages identified in the D or on the P S . V R . must be I and if the stock is not ‘found’ – it is to be R !

TIP: Remember: Lost P , is lost C !

Which factors will you check, before recounting the stock that is short?

Check –

Ø
Ø
Ø

If stock must be recounted, when must this take place?

If the stock is not ‘found’ when recounting the stock, what additional check should be performed?