Service- training Plan

Name…………………………………….. Date of Joining………………………………….

Crew Trainer……………………………. Completion Date………………………………..

- Training plan should be provided on first day of in store training to the employee
- Trainee should take full responsibility of his/her training
- Crew trainer should be aligned on day one and given the responsibility of guiding the trainee
- Employee must complete both morning and closing shift before certification (Preferably 15 Morning & 15 closing shifts)
- 3 Steps certification process to be followed (1. Completion of training plan, 2. Evaluation completion, 3. Certification Completion)
- RGM/FT & Coaches should regularly take feedback of trainee progress during their store visits

➢ OUR TEAM IS OUR BIGGEST STRENGTH ➢ NO BILL – NO FOOD

➢ GREAT CAREER AWAITS YOU WITH US ➢ BE SAFE & ALWAYS HUSTLE
Activity/Action step – Day 1 (Half day observation and orientation) Status Activity/Action step -Day 7 to day 28 (Getting Trained)
Introduce the trainee with restaurant team and welcome him in Burger Menu Familiarization – Type of veg and Non-Veg Burgers/
Singhfamily Menu one-liners and product description, Combos and Value
meals.
Give him a restaurant tour and show him different area in restaurant (dry store, Guided practice and role play on Order taking procedure and
kitchen, front of the house, staff entrance, dry store, Biomatrix and delivering memorable service.
Attendance marking etc.)
Brief about temperature and functioning of all Kitchen &Front Suggestive selling, Sales pitch, Sales optimization during order
equipment’s (Chest freezers, Veg & Non veg Fryers, Patty Griddle, Bun toaster, taking. Offering value to customers.
Burger assembly station, Microwave, KOT machine, POS, Visi- coolers etc.).
Switching ON equipment’s and startup time.
Tell him about his role and responsibilities and how he is important for the Starting and managing food aggregators portals (Zomato,
restaurant. Swiggy, etc.)
Deploy trainee for 2 hours each on Kitchen &Front Cash policy on cash counter/POS, Handling payments through
And Dispatch to observe process. Take feedback and share his roaster. Share your cash, cards, vouchers etc.
expectation and send home for the day
Activity/Action step – Day 2 (Half Day observation and orientation) Keeping updated on offers and promotions

Brief him about food safety and Sanitization procedures in Kitchen section Communication with Kitchen to speed up order, manage
order delivery and avoiding missing orders.
Tell him about MRD and FIFO process in the store Condiment policy and product presentation

Tell him about cleaning and hygiene process, Grooming procedure for food handlers Preparing station for peak periods. Handling Peak periods and
etc. rush hours.
Explain kitchen workflow and concept of Veg, Non-Veg segregation Observing customers and taking feedback.

Front Workf l o w and Service process familiarization Handling of customer queries, handling difficult customers.
Customer complaint handling.
Activity/Action step -Day 3 to day 7 (Front Familiarization & On boarding) Activity/Action step -Day 29 to day 30 (Getting ready for certification &
getting certified)
Front Cleaning and upkeep procedure (Exterior signages, walls, fixtures, doors, glass Revise all procedure and sectional knowledge with Crew
panels, Interior walls, tiles, tables, chairs, customer toilets, Order taking counters, trainer. Prepare for training certification.
Dustbins etc. Use of cleaning chemicals)
(Note-
- No cleaning task to be assigned alone to the trainee in first 7days.
- Trainee to be trained on cleaning procedures before assigning
task)

Starting and setting up of the Front/Service area (Visi- cooler, POS &order taking RGM to conduct Evaluation, Certification within the training
area, Customer dine in area, Menu board etc. timeline.

Menu Familiarization – Type of veg and Non-Veg Burgers/ Menu one-liners and Relevant role plays and questions should be asked to ensure that
product description, Combos and Value meals. trainee has acquired relevant knowledge to work independently
on section.
Greeting and welcoming customer, driving customer service, Maintaining On completion of certification Recognize by giving a
lobby and customer area. recognition card and a Burger (Chotu Singh/JFC) to TM.
Post the picture on relevant what’s app group.

Team Member Signature………………………… Manager Signature………………………

 Evaluation -Service /Order Taking
Trainee: Date: Trainer:

Note:
Two Evaluation are conducted i.e., 1st Evaluation is calibration to make employee aware about the process followed
with2Nd Evaluation certifying him on making the product as per standard
Observe the TM working on the floor for at least 30 minutes. Evaluation is considered not clear if 2 Point is missed in each section.

Quality Cleanliness
How do you ensure gold quality of Products at Burger Singh? How do you ensure cleanliness at Burger Singh?
1. Hot & Fresh always 1. Wash hands often
2. Prepared as per standard 2. Keep station clean (CAYG: Clean as You Go)
3. Keep floor swept and dry
Service Food safety
How do you impact service at Burger Singh? How do you ensure food safety at Burger Singh?
1. Hustle & show urgency to orders 1. Do not mix old and new products, never mix veg and on-veg.
2. Keep station stocked and organized 2. Serve food within shelf life
3. Double check orders for accuracy 3. Wipe the station after every preparation

Standard to be Demonstrated by Employee (Dine in/Take away customers) Theory Evaluation Practical Evaluation
1. Promptly greets the customer with a welcoming smile and eye contact within 5 Seconds
“Good Morning Sir/Ma’am welcome to Burger Singh”
- If we are busy or preoccupied, customer should be at least acknowledged with a smile or eye contact
- If the customer is confused what to order or looking at the menu for long etc., offer for helping
menu choosing.
- Ask the customer 'will it be Dine in or Takeaway'?

2. Take the Order accurately & quickly (Inform about promos & offers)
- Speak clearly at a pace easy to understand.
- Select the right order channel (Dine-in, Delivery, Take away)
- Ask for customer name, contact number, PAX and enter details in POS
- If the customer, ask question i.e.- what will u get me/what I should have/what u do have etc.
- Ask the customer for Veg / Non-Veg preference?
- Enter customer order accurately in POS
3. Suggestive sell efficiently
- Suggest at least one additional item in the order/ Suggest appropriate Value meal
- Enter order accurately in POS
4. Repeat the Order (announcing veg & non veg separately)
- Ensure you have entered customer order accurately in POS
- Confirm customer is ok with the order “Sir your final order is……”
5. Quote an accurate promise delivery time
- Inform customer if there is a change/delay in promised time immediately
- Give the order within promised time.
6. Quote accurate amount of order and tender exact change
- Ask customer if we want to make payment through Paytm/Cash/Card etc.
- Select payment mode in POS and wait for customer payment transaction to complete
- Confirm Order in POS & Complete the transaction
- Mandatorily handover the Bill to customer
7. Visibly Confirm and deliver order with closing Thanks
- Check the order is accurate by confirming from KOT
- Deliver order & Thank customer “Thank you sir enjoy your Meal”

Manager Sign: Trainee Sign :

Theory Evaluation Date: ______ _ _ _ _ _ Practical Evaluation Date: _ _ _ _ _ ___

______
 Service -Certification
Name……………………………………. Date ………………………………….….
Note:

- Certification should be conducted once Team Member has completed his training as per training plan
- Manger should plan a one-on-one knowledge check by asking the questions.
- Give 1 point for each correctly answered question

Basics 05 Points

Q1. Who are the founder and Co-founders of Burger Singh?

Q2. What are the basic expectations of customer when they visit or order at Burger Singh?
Q3. What are the food safety procedures BOH should follow to keep food safe?
Q4. How can you avoid accidents in the restaurants?
Q5. What should you do in case of fire?
Job Knowledge 15 Points

Q1. What is the unique selling proposition (USP) of Burger Singh?

Q2. Explain order taking procedure for Dine in/Take away
customers?
Q3. What are the expectations of customer when he visits Burger Singh?
Q4. What is order service time at Burger Singh?
Q5. What is the importance of Front/Service team member?

Q6. How can Front team member ensure that customers get great
service?

Q7. What is cash handling policy at Burger Singh?

Q8. What is menu description of?

- Delhi 6 Fries
- Moroccan Fries

Q9. What is the opening task of Front team

member?
Q10. What is the Pre closing & closing task of
Front?
Q11. What is full form of KOT & what is the importance of communicating with kitchen
team?
Q12.How much fries are served in regular,
large?
Q13. What are signs that customer is unhappy?
Q14. How should you Handle Customer?
Complaints?
Q15. Explain procedure of handling Orders from food aggregators like Zomato, Swiggy etc.?

Team Member Signature………………………… Manager Signature………………………