Table of Contents 1

Teddys Bigger Burgers Training Manual

Technical Writing 2700 Kathryn Farmer Nick Pike

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Table of Contents 3

Table of Contents
Introduction ........ 5 Chapter 1 .... 7 Section 1.1 .. 8 Section 1.2 .. 9 Section 1.3 .... 11 Section 1.4 13 Chapter 2 .. 15 Section 2.1 .... 16 Section 2.2 .... 17 Section 2.3 .... 18 Section 2.4 19 Section 2.5 .... 20 Section 2.6 .... 21 Section 2.7 22 Section 2.8 .... 24 Chapter 3 .. 27 Section 3.1 .... 28 Section 3.2 .... 30 Section 3.3 35 Chapter 4 .. 39 Section 4.1 .... 40 Section 4.2 .... 41 Section 4.3 .... 42 Index 45

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Introduction 5

Introduction
Congratulations! Welcome to the Teddys family. This training manual is a comprehensive guide which will teach new employees how to be effective workers. Our audience appeals to newly hired employees and current employees who need to brush up on a specific skill. The topics covered in this manual are the tasks of each position, ticket writing, what to do with your position, and how to avoid common mistakes. Before using our training manual, please get a pencil and paper to take notes. A lot of information in this guide can take time to memorize and is best done by practice. Take notes on points you may forget. Lets get started!

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Chapter 1 Positions at Teddys 7

Chapter 1 - Positions at Teddys

Teddys has several positions that are important to the success of each shift. Knowing your role is important because it allows you to work efficiently and provide help where help is needed. Each of the following pages will give you an overview of what each position is supposed to do and what jobs need assistance. We will begin with the position a majority of new employees start at, the cash register.

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1.1 - Cashier
As a cashier, your job is to greet customers, take their orders, process payments, send orders to the back, hand orders out, and keep the front clean. Greeting customers is very important because you are the first face customers see when they walk in our door. Order taking and ticket writing will be covered in Chapter 3. Processing payments will be taught on your first day of work. Below is a picture of your work station. Figure 1.1 : Teddys Cash Registers

Now that you know what you will be doing as a cashier, we can explain the next role you will be do at Teddys, Floating.

Chapter 1 Positions at Teddys 9

1.2 - Float
After being a cashier for about two weeks to a month; depending on how well you adapt to the position. You will have another role available to you. This role is called a Float. Floats are workers who take care of the intermediary tasks shared between all roles. A Float will have a good idea of how the store comes together as a whole. To perform this role correctly, you must be able to do all the tasks a cashier can do. Here are the intermediary tasks floats take care of. Bring fresh ingredients to the kitchen, clean the dining area, make shakes, and help cashiers if they are busy. The list below will explain the order of precedence when helping other positions of the store. 1. Keep the Store Clean Keeping the store clean is the most important task for a float. No one likes to eat in a dirty restaurant and it is your job to make the dining area as presentable as possible all the time. 2. Bring Fresh Ingredients to the Kitchen When the kitchen gets slow, the entire restaurant slows down. A good float will supply the Kitchen with fresh ingredients when they are needed. A general rule of thumb is to ask the kitchen every twenty to thirty minutes if they are getting low on any of their ingredients. 3. Help the Cashiers Around lunch and dinner time, the store gets crowded. We call these rushes. Although this is third in the order of importance, if the front is getting a large rush, you will need to stay there and perform all the tasks cashiers do besides taking orders. Precedence for helping Cashiers would be : 1. Make Shakes 2. Hand Orders Out 3. Process Phone Orders 4. Keep the Front Clean 5. Perform your Other tasks

10 Nick Pike 4. Do Dishes If all of your other tasks are complete and you have free time, do some dishes. Figure 1.2 shows a surprised Jasmine working on some dishes. Figure 1.2 : View of the Dish Washing Area

The Float position is flexible so the order of precedence may be different. But, Floating is a position you will learn with experience. Remember, as a float, your job is to make everyone elses job easier. Keep moving and you will make your co-workers happy and appreciative of your work.

Chapter 1 Positions at Teddys 11

1.3 - Chef
Chefs are the second most experienced workers at Teddys. To get this position, you will need to work at Teddys for around eight months to a year. After that time, the shift leaders will discuss your progress and will decide if it is time to promote you to the kitchen. Now we will explain how the kitchen works. Figure 1.3 : Shift Leader Jordyn Working on the Expo Line

The kitchen consists of two grills, two expo lines, and one fryer. A griller is the person who puts the burgers and other items onto a grill and cooks them. Working the grill is the most difficult part of the kitchen because you need to monitor ten to fifteen items at once and need to cook them properly. Every burger at Teddys is cooked Medium Rare unless specified otherwise.

12 Nick Pike The next position in the kitchen would be the expo line which is displayed in figure 1.3. An expo worker is a person who puts all of the toppings on a burger. Expo workers also package the burgers and put the orders together to be given to customers. The last position in the kitchen is a Fryer. Fryer workers are people who focus all their attention on cooking French Fries, Onion Rings, Tater Tots, and any other fried items Teddys has. In addition to cooking items on the fryer, they are in charge of cleaning the fryer after it is done being used. At each shift change, the fryer must be drained, wiped down, and refilled with a little bit of oil. Workers in the kitchen are usually very busy, so if you need help, it is best to ask a shift leader who is in the front to assist you. Now that we have covered all of the tasks in the kitchen we can move on to the last available position at Teddys. The Shift Leader.

Chapter 1 Positions at Teddys 13

1.4 - Shift Leader

The last position is a Shift Leader. Shift Leaders are the most seasoned workers on shift and will be in charge of making sure the shift runs smoothly. A Shift Leader will know how to do every position close to perfectly. While the other positions have general time tables of when you can be promoted, Shift Leaders are chosen by management based on work ethic. In the next paragraph, we will explain the tasks of a Shift Leader. Shift Leaders are in charge of keeping an eye over the shift. They are your fall back for mistakes or questions. In addition to those duties, Shift leaders are in charge of counting the register drawers and calculating inventory at the end of each shift. Now that you have a good idea of what each position does, here is an explanation of what a normal shift at Teddys would look like. Kitchen Front Two Regular Workers on Cash Register One Shift Leader Float

One Griller (Usually the Shift Leader) One Expo Line One Fryer

After reading this section, you should be able to identify the tasks of each role.

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Chapter 2 Ticket Notation 15

Chapter 2 Ticket Notation

Before we get into the details of how you write a ticket, you need to know the notation involved with writing each item. Figure 2.1 is the menu at Teddys which we will use to explain the shorthand notation for each item. When explaining this section, well with start with Burgers, Sandwiches and Salads, then move on to Fried Goods, Toppings, and finally Combos and Side items. Figure 2.1 : Teddys Menu

Before continuing with this section, make sure you have a pencil or pen and a piece of paper to take notes.

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2.1 - Burgers
Burgers at Teddys come in three different sizes. Five, seven, and nine ounces. We will teach you the notation by stating what the item is and how you write it down. To learn all of the sections in Chapter two, it is best to make some flash cards or review these chapters regularly. Memorization is the only way to learn this notation. 1. Five ounce Burger

B1
2. Seven ounce Burger

B2
3. Nine ounce Burger

B3
Most people will purchase a single patty burger with one of the sizes above. But, some people will order double burgers. We will use the similar format to show you what double burgers look like. 1. Double Five ounce Burger (Ten ounce Burger)

DB1
2. Double Seven ounce Burger (Fourteen ounce Burger)

DB2
3. Double Nine ounce Burger (Eighteen ounce Burger)

DB3
Now we will show you how to write down Chicken Sandwiches.

Chapter 2 Ticket Notation 17

2.2 - Chicken Sandwiches

Although Teddys is known for their Burgers, we also serve sandwiches. The most popular of these are our Chicken sandwiches. Teddys has two types of chicken, Grilled Chicken and Crispy Chicken. Grilled Chicken comes in four different seasoning while Crispy Chicken is a frozen item that is deep fried. We will begin by explaining how to write Grilled Chicken sandwiches and end with a Crispy Chicken example. 1. Grilled Chicken with No Seasoning

CX Plain
2. Grilled Chicken with Garlic Seasoning

CX Garlic
3. Grilled Chicken with Cajun Seasoning

CX Cajun
4. Grilled Chicken with Ranch Seasoning

CX Ranch
5. Crispy Chicken

CX Crispy
Now that you have a good idea of how to write Chicken sandwiches, we can move on and talk about the other Burgers Teddys sells.

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2.3 - Kids Burgers, Veggie Burgers, Turkey Burgers. And Fish Sandwiches
Teddys has made sure that we appeal to all tastes and lifestyles. We have added the Kids Burger for Children, Veggie Burgers for people who do not eat meat, and Turkey Burgers and Fish Sandwiches for a healthy choice of protein. Below we show you how to write each burger or sandwich down. 1. Kids Burger

KB
2. Veggie Burger

VB
3. Turkey Burger

TB
4. Fish Sandwich

FS 2
That does it for burgers and sandwiches. We will now move on to the notation of writing down Salads.

Chapter 2 Ticket Notation 19

2.4 - Tossed Salads

Salads come in two types and have five flavors of dressing. The first type of salad would be one with lettuce and toppings and the second would be a salad with protein and toppings. We have some examples below showing you how to write the salads down. 1. Tossed Salad with Special Sauce

TS SS
2. Tossed Salad with Balsamic Vinaigrette

TS BS
3. Tossed Salad with Caesar Dressing

TS C
4. Tossed Salad with Ranch Dressing

TS Ranch
5. Tossed Salad with Italian Dressing

TS IT
6. Tossed Salad with Protein

TSP Yx
*X represents the kind of dressing the customer wants and Y represents the kind of protein a customer would like. Use the notation from section 2.1, 2.2, and 2.3 to write the kind of protein. Now that you have a good understanding of how to write Salads, we can move on to talk about Fried goods and their notation.

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2.5 - Fried Side Orders

Teddys offers several fried items which compliment our Burgers. We have French Fries, Onion Rings, and Tater Tots. Below are some examples of how we write those items down. 1. French Fries Large

LF
2. French Fries Small

SF
3. Onion Rings

OR
*Onion Rings come in one size. 4. Tater Tots Large

LTot
5. Taters Tots - Small

STot
As of now, we have covered the main items that go with the meals but, we need to cover Combos.

Chapter 2 Ticket Notation 21

2.6 - Combos
Now that you know what the main dishes are, we must combine them together to make a meal. A combo is a meal that comes with a main dish, a side order, and a drink. We denote a combo by writing a C after whatever main dish the customer orders. All combos come with small French Fries and a small drink except nine ounce combos. Nine ounce combos come with a large drink and large fries. Here are some examples of combos. 1. Five ounce Burger Combo

B1C + SF
2. Grilled Garlic Chicken Combo

CX Garlic C + SF
3. Double Seven ounce Burger Combo

DB2C + SF
4. Veggie Burger Combo

VBC + SF
5. Fish and Chips Combo

FXC + SF
6. Nine ounce Burger Combo

B3C + LF
Next we will talk about all of the toppings that can be added to our Burgers.

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2.7 - Toppings
Toppings can be a bit complicated. Customers have the freedom of adding whatever topping they please to any item on our menu. All Burgers or Sandwiches come with lettuce, pickles, tomatoes, onions, and secret sauce. Below is a list of all the toppings we have at Teddys and the way they are written down. Standard Toppings

Lettuce

Tomato

Onion

Pickles

Secret Sauce

SS

Please turn to the next page to see a table of the special toppings Teddys has to offer.

Chapter 2 Ticket Notation 23

Avocado Bacon Mushrooms American Cheese Swiss Cheese Pepperjack Cheese Cheddar Cheese Blue Cheese Grilled Pineapple Onion Rings Grilled Onions Jalapenos Peanut Butter Cajun Style Western Style Seasoned Hash Brown Pastrami

Avo B M CA CS CP CC CB PA OR GO Jala PB Caj West Spud Past

Toppings may seem daunting, but it is absolutely necessary to memorize each of the toppings listed above. Every one of those toppings will show up one day when youre taking an order. Study this section thoroughly and your life will be much easier. Next we can talk about the notation we use for drinks and shakes.

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2.8 - Drinks and Shakes

The last thing we need to cover regarding our notation are drinks and shakes. Drinks and shakes come in two sizes, small and large. Shakes come in several flavors. All of the flavors will be represented in the following table.

Small Drink

SD

Large Drink Chocolate Shake

LD CHSH

Vanilla Shake Strawberry Shake

VASH STSH

Kona Coffee Shake Root Beer Shake

KCSH RBSH

Pineapple Shake

PASH

Dreamsicle Shake

DRSH

Depending on what size of shake the customer orders, write S for small or L for large in front of the shake order. For example, a Small Chocolate shake would look like SCHSH, while a Large Chocolate Shake would look like LCHSH. Now that you know the notation for all of our items, we can teach you how to write a ticket and take an order.

Chapter 2 Ticket Notation 25

Chapter 3 How to Write a Ticket and Take an Order 27

Chapter 3 How to Write a Ticket and Take an Order

Regardless of your position at Teddys, it is absolutely necessary that you understand how to read and write a ticket. A ticket is the sole piece of information that connects you and the customer. Figure 3.1 is a picture of what a ticket looks like. Figure 3.1 - Ticket

Tickets are formatted as above and are located in a yellow tray between both registers. Follow the steps under each section to learn how to write a ticket.

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3.1 - Generate an Order Number

Before you begin writing your ticket, you must generate an order number. Your queue to generate an order number is to notice when someone walks in the door. Follow the steps listed below to generate an order number. 1. Select any Item on the Registers Screen The easiest item to select is a Shake because it is close to the delete button. 2. Delete the Item from the Cart Press the delete button above the shake button and the shake will be deleted from the list. This will make the total cost $0.00 again. 3. Write the Order Number Down On the top left of the Ticket, you will want to write the order number down. Figure 3.2 shows you where to write the order number down. Figure 3.2 Order Number Placement

Chapter 3 How to Write a Ticket and Take an Order 29 The reason we are asking you to do this first is because it is easy to forget to write a customers order number down. If you dont write an order number down in the middle of a rush, you need to stop what you are doing, find the customer, and ask for their order number. Doing that wastes a lot of time and confuses customers. Please remember to write the order number down first.

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3.2 - Write the Customers Order Down

Once you have written the order number down, say hello to the customer and ask what they would like to order. Follow the steps listed below to write the order down. 1. Ask the Customer what they would like to Order 2. Write the Main Dish Down Use the shorthand notation we discussed in Chapter 2 to write down the main order. Each row has a blank section to the left, write the main dish there.

Figure 3.3 Main Dish Placement

Order Number

Burgers, Sandwiches, Salads

Chapter 3 How to Write a Ticket and Take an Order 31 3. Write Fried Side Orders Down Many customers will not read the menu thoroughly. They will order a single burger and expect a combo; a drink and French fries with their burger. Minimize this mistake by asking the customer if they would like a combo to clarify the issue. When you write a combo, use the shorthand for combos. Then on the far right will be a block in each row. Since combos come with a drink, you write the drink at the very bottom. Figure 3.4 shows the proper placement of an order number, burger, fried side orders, and drinks. Figure 3.4 French Fry Placement

French Fries, Onion Rings, and Tater Tots

Drinks and Shakes

32 Nick Pike 4. Add or Remove Toppings Use the shorthand notation you learned in Chapter 2. The top of the line is for adding items to a burger. The bottom of the line is for removing items from a burger. Figure 3.5 shows where you write additional toppings and removed toppings. Figure 3.5 Additional and Removed Toppings Additional Toppings

Removed Toppings

Chapter 3 How to Write a Ticket and Take an Order 33 5. Ask if the Order will be for Here or To Go Write H for Here, or G for To Go in the bottom right hand corner of the ticket. Figure 3.6 shows you where we write here or to go. Figure 3.6 Here or To Go

Here or To Go

34 Nick Pike 6. Enter the Information on the Ticket into the Register Reread the ticket to the customer to make sure you have their order written down correctly. Enter the information on the ticket into the register. You will learn how to do this on shift. With practice you will get quicker at using the computer. 7. Call the Order out to the Kitchen We will go over how to call the order out in section 3.3. Now that you have written the order down on the ticket, you have to call the order back to the kitchen. We will go over how to do that in the next section as there are some important rules to this task. Figure 3.7 is a picture of the information your ticket should have. Figure 3.7 Completed Ticket

Chapter 3 How to Write a Ticket and Take an Order 35

3.3 - Call the Order Back

Calling the order back to the kitchen has several important rules which we will discuss in this section. Each rule will be numbered in a list with examples showing what you will call out. 1. Grilled Items First When calling out a grilled item, start by saying Can I get a This is the grillers queue to listen to you. Always group the items together. For example, if you have several burgers and several orders of chicken, say the burgers first and chicken second. To show you what this will be like, here are some examples of calling an order to the griller. 1. Five ounce Burger Can I get a five 2. Double Five ounce Burger Can I get two fives 3. Two Five ounce Burgers and a Seven ounce Burger Can I get two fives and a seven 4. Grilled Chicken Garlic Can I get a Garlic Chicken 5. Veggie Burgers Can I get a Veggie 6. Turkey Burgers Can I get a Turkey 7. Kids Burger Can I get a Kids 2. Fried Items Second When calling out fryer items, begin by saying Drop a... This is the queue for the fryer worker to listen.

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Here is a list of fryer items we call out, keep in mind, we do not call out French Fries : o Onion Rings o Tater Tots o Fried Fish o Crispy Chicken o Chicken Nuggets o Spud Below are examples for each of the fried items we call back. 1. Onion Rings Drop an O-Ring 2. Tater Tots Drop a Large Tot Drop a Small Tot 3. Fried Fish Drop two Fish 4. Crispy Chicken Drop a Crispy 5. Chicken Nuggets Drop Nuggets 6. Spud

Drop a spud

3. Write Shake Orders Down Next to the shake machine is a small whiteboard where you write shake orders. Shake orders are important to write down because the ticket will be in the back and you will not have easy access to it. Also, when a shake order is written down, it is very visible to Floats and Cashiers who are free and can make the shake. Write the shake order down exactly the way you would on the ticket, and write the order number to the right of the shake order.

Chapter 3 How to Write a Ticket and Take an Order 37 That concludes our section on calling an order back. Remember, grilled items first, fryer items second, and always write down shakes. Now that you have a good idea of how to write a ticket and take a customers order, we can explain what to expect on your shift.

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Chapter 4 Shift Knowledge 39

Chapter 4 Shift Knowledge

Chapter four will explain what you will be doing on shift. We have included this chapter to help you feel more comfortable about your first few weeks working at Teddys. This Chapter will cover opening the store, closing the store, and shift changes. If you can get good at all of the following, each shift will benefit greatly from your work. All shifts start from 8:00 to 10:00 am or 4:00 to 5:00 pm and end at 9:00 to 10:00 pm. With each shift you will need to perform two of the tasks; opening and shift changing, or shift changing and closing. This Chapter should teach you how to properly open and close the store and change shifts.

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4.1 Opening the Store

If you have a shift that starts from 8:00 am to 10:00 am, you will need to help open the store. Opening the store mainly involves ingredient preparation. Since we cant physically teach you what will be done with each of these tasks, we have prepared a list with bullets that explain each task. 1. Ingredient Preparation When you clock in to a morning shift, the first thing you must do is help prepare ingredients for the day. Here is a list of all the ingredients you will be preparing : 1. Lettuce 2. Onions 3. Tomatos 4. Pickles 5. Special Sauce 6. Meat Preparation You will learn how to prepare these ingredients at work as it takes physical examples and practice to learn. 2. Check the Dining Area After you have done the preparation work for your shift, walk into the dining area. Make sure all of the tables are clean and that all of the straws, cups, napkins, forks, and ketchup are full. Once you have completed both of those tasks, work on the shift like we explained in Chapter 1. Take customers orders, make shakes, hand orders out, and keep the dining area clean.

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4.2 Shift Changes

Shift Changes are not as straight forward as opening the store is. Morning shifts will end at 4:00 pm, so you have to manage your time wisely and begin the shift change around 3:30 pm. A shift change consists of sweeping, mopping, restocking and ingredient preparation. Below are steps to shift change correctly. 1. Sweep the Dining Area Start sweeping at 3:20 to 3:30 pm. Make sure you sweep under all of the tables and use a dust pan to collect all of the dirt. 2. Mop the Dining Area Before you mop the floor, bring out the wet floor signs and place them on the ground. Mop the entire dining area with a thin layer of water. Avoid using too much water as the restaurant may still be busy. 3. Restock the Dining Area As said in the previous section, make sure the napkins, ketchup, forks, knives, and straw containers are full. If they are not, refill them with the respective item. 4. Clean the Register Area Be respectful of the night shift coming in. Throw away any loose paper or trash collected during the lunch rush. Clean the shake machine so the night shift has a clean area to work with. Once you have completed all those tasks, ask the shift leader if they need you to do anything else. If not, clock out and you are free to go home.

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4.3 Closing the Store

If you started a shift at 4:00 pm you will need to help close the store. Closing the store takes the most effort and is the longest process. The process can sometimes take an hour to an hour and a half depending on how well the morning shift cleaned up their areas. Follow the steps listed below to close the store. 1. Take out the Welcome Mats Take the welcome mats at each entrance outside around 8:30 pm. Shake them clean of all sand and dust accumulated by them. Leave them outside by the Front entrance. 2. Sweep the Dining Area Begin sweeping the dining area around 8:40 pm. Make sure you sweep under all of the tables and use a dust pan to collect the dirt. 3. Mop the Dining Area Before you mop the floor, bring out the wet floor signs and place them on the ground. Mop the entire dining area using soapy water. Be generous with the amount of water and soap you use; make sure you can get dirt and grime off the floor. This is the last mop of the day before the next day, so make sure you clean thoroughly. Bring the Welcome mats back into the store and place them at each entrance. You should be done with this by 9:10 pm at the latest. 4. Take out the Trash The dining area has two trash cans. Take the trash out of those trash cans and replace them with new empty trash bags. Turn the trash cans around so they face the wall; this makes sure that no one uses them after they have been replaced. You can do this step before step 2, but we recommend waiting until every customer has exited the restaurant. 5. Do the Dishes Since the evening shift is usually the busiest time of day, the pile of dishes will usually be large. A good tip with the dishes is to separate all of the dishes by their type before doing them.

Chapter 4 Shift Knowledge 43 6. Clean the Register Area Sweep and mop the Cash Register area. Clean the shake machines and all shake utensils. 7. Turn the Soda Machine Off Fill a square Cambro container with carbonated water. Under each soda dispenser is a black twist off cap. Unscrew that cap for each of the sodas and place them in the Cambro container. Once you have finished all of those tasks, ask a shift leader to check your work. If they give you the okay, you can clock out and go home.

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Index 45

Index
A
Area, 10, 39, 40, 41, 42, 44

H
Here, 9, 21, 32, 35, 39, 45

B
Bacon, 23, 44 Big, 44 Bigger, 1, 44 Burgers, 1, 15, 16, 17, 18, 21, 22, 34

I
Ingredients, 9, 45

J
Jalapenos, 23

C
Calling, 34, 44 Cashier, 8, 9, 44 Chicken, 16, 17, 21, 34, 35, 44 Chocolate, 24, 44 Clean, 9, 40, 42, 44 Closing, 41, 44 Combo, 21, 44 Crispy, 17, 35, 44

K
Ketchup, 45 Kona Coffee, 24, 45

L
Lettuce, 22, 39, 45

D
Dining, 39, 40, 41, 44 Dishes, 10, 41, 44 Dreamsicle, 24, 44 Drink, 24, 44

M
Moving, 45

N
New, 45

F
Fish, 18, 21, 35, 44 Float, 9, 10, 13, 44 French Fries, 12, 20, 21, 35, 44 Fried, 15, 19, 20, 30, 34, 35, 44 Front, 9, 13, 41, 44

O
Onions, 39, 45

P
Pickles, 22, 39, 45 Preparation, 39, 45

G
Go, 32, 45 Grilled Onions, 23, 45

R
Register, 13, 33, 40, 42, 45 Restock, 40, 45

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S
Special Sauce, 19, 39, 45

T
Trash, 41, 45 Turkey, 18, 34, 45

V
Veggie, 18, 21, 34, 45

W
West, 23, 45

Index 47