SOP Study Guide Answer Key NOVEMBER 2013 Menu

Transcription

1 SOP Study Guide Answer Key NOVEMBER 2013 Menu CCP SYMBOLS Explain the meaning of the following Critical Control Point (CCP) Symbols: 1. Item must be cooked to, reheated to, or held at the specified temperature to meet food safety critical control point requirements. 2. Use only pasteurized eggs. 3. Use only clean, un-cracked eggs. 4. Work with clean hands ! 10. Work with clean equipment. Label all products prepared for use and held in storage as follows: product name, preparer initials, prep date, prep time, expiration date, and expiration time. Maintain minimum product temperature of 140ºF. (Maximum temperature for food quality is 165 ºF.) Maintain refrigerated temperature 33º-41ºF. Chill from 140ºF to 70ºF in less than 2 hours; from 70ºF to 41ºF in less than 4 hours (total cooling time less than 6 hours). Note special Simple & Fit cooking instructions. GENERAL FOOD SAFETY 11. What is the most effective way to control the growth of bacteria in food? Control time and temperature 12. What is one of the most effective ways of preventing the contamination of food? Hand washing IHOP 201 SOP Study Guide IHOP IP, LLC.

2 13. What is the total time that any potentially hazardous food can be exposed to the temperature danger zone? 4 hours 14. Describe the difference between Clean and Sanitized. Clean means that all debris has been washed away with a cleaning agent and rinsed. Sanitized means that sanitizing solution is used to reduce level of harmful microorganisms to safe levels. 15. If a glass or china item breaks in the food preparation area, what should you do? Discard all food items from the surrounding areas to prevent contamination and resulting injury. Sweep up the broken glass right away; DO NOT pick it up with your hands. 16. How frequently should you wash the can opener? After each use 17. To measure the internal temperature of food, where should you insert the thermometer stem or probe? Into the thickest part of the food 18. When should thermometers be calibrated? 1) Before and after each shift 2) Before a day s deliveries 3) After suffering a severe shock, such as being dropped or a dramatic temperature change 19. Describe the procedure for calibrating probe thermometers using the Ice-point Method : Step 1: Fill a large container with cold tap water and crushed ice and stir well. Step 2: Place the thermometer stem into the ice water so that the sensing area is completely submerged. Step 3: Holding the calibration nut with a wrench or other tool, turn the needle of the thermometer until it points to 32 F (the freezing point of water). 20. To reheat a product that has been held under refrigeration or has fallen below 140 F, rapidly reheat to (what temperature?) 165 F, reaching that temperature within (how long?) 2 hours and hold that temperature for (how long?) 15 seconds. 21. When is it acceptable to reheat food directly on the steam table or other hot-holding equipment? Never 22. What should you do with potentially hazardous food (PHF) that has been in the temperature danger zone for four hours or longer? Discard it 23. Why must prepared food items match the published nutritional information? In order to comply with state or local Health Department regulations and laws, and for the protection of our guests. 24. What does the acronym FIFO stand for and what does it mean? First In, First Out. It is the proper method by which foods should be rotated. IHOP 201 SOP Study Guide IHOP IP, LLC.

3 25. Which food products should be wrapped or covered when in storage? All food products 26. What should you immediately do after mixing the sanitizer solution used in sanitizer pails? Test the solution using the approved test strips to ensure it is at the proper concentration 27. When is sanitizer solution to be changed? A. When the sanitizer solution becomes visibly dirty B. When concentration falls below effective levels C. Every two hours 28. Where should sanitizer towels be stored between uses? In the sanitizer solution 29. Why must the ice contact surfaces of all tools used to dispense and transport ice be clean and sanitary? Ice is food and must be treated as food 30. All containers and utensils must be washed, rinsed, sanitized, and air dried prior to their use with food products. 31. Why should all foods to be thawed in the refrigerator be placed in a pan? To avoid dripping on other foods 32. To ensure the safety of frozen foods when thawing, always thaw them in one of the following three ways (include applicable temperatures in your answers): 1) Under refrigeration at temperatures between 33ºF and 41ºF 2) Under potable (drinkable) running water at a temperature of 70ºF or below 3) In the microwave as a part of the final cooking process 33. Re-organize the following food products to comply with correct food storage hierarchy: The Wrong Way The Right Way Top Shelf Raw Ground Beef Top Shelf Cooked & Ready-to-Eat Food Raw Whole Fish Raw Whole Fish (e.g., Tilapia) Cooked & Ready-to-Eat Food Raw Poultry Raw Whole Meat (e.g., Steaks) Raw Ground Beef (e.g., Hamburger Patties) Bottom Shelf Raw Whole Meat Bottom Shelf Raw Poultry (e.g., Chicken Breast) Note: Place raw, potentially hazardous foods below cooked and ready-to-eat foods. 34. Does a frozen product s shelf life include the required thaw time or does it reflect the usable life of the product after the item has been thawed? The shelf life includes the required thaw time 35. Regardless of the provided shelf life for any product, the open shelf life must be within, and cannot exceed what? The manufacturers USE BY date for the product IHOP 201 SOP Study Guide IHOP IP, LLC.

4 HAND WASHING 36. What are steps to proper hand washing (including time and temperatures)? 1) Wash hands with disinfectant soap and hot water of 100 F or higher for at least 20 seconds 2) Lather up to the elbows; pay special attention to fingernails 3) Rinse under hot running water of 100 F or higher 4) Dry hands with a single-use sanitary towel 5) Turn off the faucet using the towel to prevent re-contaminating your clean hands 37. When is it acceptable to use hand washing sinks for activities other than hand washing? Never; handwashing sinks must be 100% dedicated to washing hands COOKING/HEATING TEMPERATURES List the correct cooking/heating temperatures for the following items: Item 38. Heat hollandaise sauce for the steam table 39. Heat rich cheese sauce for the steam table: 40. Pork sausage links heated to & served at: 41. Smoked sausage links heated to & served at: Temperature 165ºF 165ºF 155ºF 155ºF Item Temperature 49. French toast (regular): 165ºF 50. Stuffed French toast: 145ºF 51. Chicken breast: 165ºF 52. Philly meat cooked to & served at: 155ºF 53. Burger patty: 158ºF 42. Finish bacon: 165ºF 43. Re-heat hash browns: 165ºF 44. Turkey bacon: 165ºF 54. French Onion Pot Roast: 165ºF 55. Tilapia: 145ºF 56. Crunchy Battered shrimp: 145ºF 45. Coffee holding: 175º to 185ºF 46. Chicken breast strips: 165ºF 47. Omelette: 165ºF 48. Sliced ham heated to & served at: 155ºF 57. Seafood (general) minimum to kill bacteria: 58. Pork (general) minimum to kill bacteria: 59. Poultry (general) minimum to kill bacteria: 145ºF 145ºF 165ºF IHOP 201 SOP Study Guide IHOP IP, LLC.

5 EQUIPMENT TEMPERATURES List the correct temperatures for the following equipment: 60. Freezers: Equipment Temperature -10º to 0ºF 61. Refrigeration: 33º to 41ºF 62. Steam table products minimum: 140ºF 63. Fryer oil: 350ºF 64. Grill surface: 350ºF 65. High-Temp Dish Machine Rinse: ºF 66. Low-Temp Dish Machine Rinse: ºF 67. Hand washing sink hot water within 15 seconds of turning on: 100ºF COOK TIMES Identify the appropriate cook times for the following items: 68. Thawed pork sausage links: Rotate ¼ turn every 1 min. for approximately 4 min. Item Approx. Cook Time Per Side Approx. Total Cook Time 69. Finish bacon: 2 min. 4 min. 70. Egg batter pancake (crepe): 1½ min. 3 min. 71. Garlic bread: 2 min. 4 min. 72. Fresh-cooked hash browns: 5 to 6 min. 10 to 12 min. 73. Re-heated hash browns: 2 min. 4 min. 74. Turkey bacon: 2 min. 4 min. 75. Smoked sausage: 2 min. 4 min. 76. French toast - regular: 2 to 3 min. 4 to 6 min. 77. Stuffed French toast: 2½ to 3 min. 5 to 6 min. 78. Harvest grain n nut pancake: 3 min. 6 min ounce chicken breast: 4 min. 8 min ounce burger patty: 3½ min. 7 min. 81. Kid s hamburger patty: 2 min. 4 min. 82. Tilapia fillets, thawed: 2 min. 4 min. IHOP 201 SOP Study Guide IHOP IP, LLC.

6 Item Approx. 1st Side Cook Time Approx. 2nd Side Cook Time Approx. Total Cook Time 83. Omelette: 2 min. 1½ min. 3½ min. 84. Buttermilk pancake: 1½ to 2 min. 1½ min. 3 to 3½ min. 85. Chocolate chip pancake: 86. Double blueberry pancake: 1½ to 2 min. 1½ min. 3 to 3½ min. 1½ to 2 min. 1½ min. 3 to 3½ min. Item Approx. Total Cook Time 87. Poached egg: 3 to 3½ min. 88. Sautéed/grilled sliced mushrooms: 2 min. 89. Onion rings: 3 min. 90. French fries-1 order: 3 min. 91. Red skin potatoes-from blanched: 3 min. 92. Country fried steak (CFS): 4 min. 93. Chicken strips/tenders: 5 min. 94. Mozzarella sticks: 3 min. 95. Crunchy battered shrimp: 3 min. 96. Strawberry banana cheesecake: 3 min. SHELF LIFE Item Shelf Life 97. Hot syrup holding: 4 hours Item Shelf Life 107. French toast batter: 1 day 98. Food products held on steam table: 99. Mashed potatoes under refrigeration: 100. Finished bacon on mesh screen on grill: 101. Finished pork sausage links in sausage warmer: 102. Finished hash browns at room temperature: 4 hours 14 hours 20 min. 30 min. 1 hour 108. French toast batter in use: 4 hours 109. Golden Belgian waffle batter: 3 days 110. Harvest grain n nut batter: 2 days 111. Omelette batter: 2 hours 112. Lingonberry butter: 5 days 113. Gravy, country (prepared): 3 days 114. Iced coffee: 1 day 115. Soup (bulk), refrigerated: 3 days 103. Buttermilk batter: 3 days 104. Chocolate batter: 2 days 105. Egg (crepe) batter: 4 days 106. Crepes, prepared: 1 day 116. Onions, sliced/diced, portioned, prepped in restaurant: 117. Onions, sliced/diced, portioned, pre-packaged: 3 days 5 days IHOP 201 SOP Study Guide IHOP IP, LLC.

7 Item 118. Denver mix, portioned, prepped in restaurant: 119. Denver mix, portioned, pre-packaged: 120. Fresh fruit, cut, prepped in restaurant: Shelf Life 3 days 5 days 2 days 121. Lemon wedges: 3 days 122. Mushrooms, sliced (portioned): 1 day 123. Hash browns, rehydrated: 2 days 124. Spinach, portioned, refrigerated: 125. Salad mix, portioned, refrigerated: 3 days 3 days 126. Tomatoes, sliced/diced: 1 day 127. Bacon, blanched: 12 hours 128. Ham, diced/sliced/quartered: 3 days 129. Pot roast: 3 days 130. Sweet cream cheese filling: 3 days 131. Cinnamon roll filling, open: 1 month 132. Marinara sauce, open, refrigerated: 133. Salad dressings, bottled, open, refrigerated: 3 days 1 week 134. Salsa, open, refrigerated: 5 days 135. Bacon strips, raw, refrigerated, open: 136. Chicken breast, raw, refrigerated, open: 137. Chicken breast strips, refrigerated: 6 days 3 days 4 days Item 138. Sausage links, refrigerated, open: 139. Smoked sausage, refrigerated, open Shelf Life 2 days 6 days 140. Steak strips refrigerated, open: 2 days 141. Turkey bacon, refrigerated, open: 2 days 142. Tilapia, refrigerated, open: 3 days 143. T-bone steak, refrigerated, open: 144. Dinner vegetables, refrigerated: 145. Strawberries in glaze, refrigerated, unopened: 146. Caramel cheesecake, refrigerated: 147. Cheese sauce, refrigerated, open: 148. Hollandaise sauce, refrigerated, open: 2 days 3 days 4 days 3 days 5 days 5 days 149. Soup, refrigerated, unopen: 5 days 150. Stuffed French toast Triangles, thawed: 151. Cheese, shredded/sliced, refrigerated, open: 152. Eggs, liquid pasteurized, refrigerated, open: 153. Juices, RTU, refrigerated, open: 154. Roast turkey, sliced, refrigerated, open: 24 hours 1 week 3 days 4 days 1 week 155. What happens to the shelf life of a product when in is placed on the cold bar or stored in the reach-in with a utensil and/or will be frequently taken from refrigeration and what is the exception? All products held on cold tables or products stored in reach-ins that will be portioned with utensils and frequently taken from refrigeration, have a reduced shelf life of 24 hours. This does not apply to products where a lesser time is noted on the recipe. IHOP 201 SOP Study Guide IHOP IP, LLC.

8 PORTIONS Item Portion 156. French onion pot roast portion: 2 ounces 157. Breakfast cut ham: 4 oz Sandwich ham per slice: 1 ounce 159. Diced ham portion: 1 ounce (or 2 ounces) 160. Buttermilk pancake-regular: 5 ± ¼ inches (4¾ 5¼ ) 161. Silver dollar pancake: 2¾ ± ¼ inches (2½ 3 ) 162. Funny Face or Create-a-Face Pancake: 7 inches 163. LBA to prepare 1 order (fresh cooked) hash browns: ½ ounce on grill & ½ ounce on top for a total of 1 ounce UTENSILS Item Utensil 164. Liquid pasteurized eggs: 2 ounce ladle 165. Liquid butter alternative (LBA): 166. Egg (crepe) pancake Batter: ½ ounce ladle or 1 ounce ladle Drip cut 167. Ice cream: #20 scoop 168. Sweet cream cheese Filling: 169. Cinnamon roll filling: Pastry bag Sandwich spreader 170. Strawberries in glaze: 1½ ounce spoodle 171. Blueberry compote: 1½ ounce ladle 172. Cinnamon apple compote: Solid spoon 173. Poached eggs: Slotted spoon 174. Lingonberries: #100 scoop 175. Lingonberry butter: #100 scoop 176. Buttermilk batter: Belshaw gun Item 179. Sour cream: 180. Salad tossing: Utensil #30 scoop BOH/#100 scoop FOH Large plastic foodservice bag 181. Denver mix: #30 scoop 182. Diced onion: #30 scoop 183. Diced ham: #30 scoop 184. Gravies: 2 ounce ladle 185. Raw hash browns (to place on grill): 4 ounce spoodle or 8 ounce cup 186. Lemon wedges: Tongs 187. Mashed potatoes: Solid spoon 188. Omelette batter: 4 ounce ladle 189. Salad dressing: 2 ounce ladle or drip cut 177. Chocolate batter: 178. Harvest Grain n Nut batter: 2 ounce ladle or drip cut 1 ounce plastic ladle 190. Salsa: 1 ounce ladle 191. Soup of the day: 4 ounce ladle 192. Whipped butter: #100 scoop IHOP 201 SOP Study Guide IHOP IP, LLC.

9 BATTERS 193. How much water is used to make Buttermilk batter? 6 gallons (2 water cans) plus 12 ounces 194. Why shouldn t the lumps of unblended dry mix be whipped from the Buttermilk batter? Incorrect mixing or over-whipping will make batter thin and result in an inferior product 195. What should you do when you discover incorrectly prepared batter? The incorrectly prepared batter must be discarded and new batter must be prepared 196. What should be the temperature of the water used to prepare pancake batters and egg (crepe) batter? 50 F or below 197. What should you do before dispensing egg (crepe) batter and why? Agitate (stir or shake) egg (crepe) batter to redistribute the liquid butter alternative and solids before dispensing because the liquid butter alternative in the batter will rise to the surface and some of the solids will settle to the bottom when the batter is allowed to stand for a short time After preparing egg (crepe) batter, how long should it be aged (held under refrigeration) before use? For a minimum of 30 minutes 199. Should the lumps of unblended dry mix be mixed from the Belgian waffle batter? Yes, Belgian waffle batter should be mixed until thoroughly blended with no visible lumps 200. What is the only approved oil to be used in preparation of Belgian waffle batter? Only melted, unsalted butter, never LBA, oleo, or margarine 201. After preparing harvest grain n nut pancake batter, how long should it be aged (held under refrigeration) before use? For a minimum of 30 minutes MISCELLANEOUS COOK ADVANCE PREP 202. When is it acceptable to use the deep fryer for preparation of sausage? Never. Sausage of all types must be finished on the grill only 203. What is the maximum number of layers high that can you stack blanched bacon on parchment paper? Maximum of 12 layers high 204. To wash fresh produce, what should first be done to the prep sink or colander that you will be washing the produce in? Wash and sanitize it 205. For best quality, how long should re-hydrated Hash Browns be held under refrigeration before use? Overnight IHOP 201 SOP Study Guide IHOP IP, LLC.

10 206. If prepared for immediate need, how long must re-hydrated Hash Browns be held at room temperature before use? minutes 207. During what time period is non-peak period preparation of Mashed Potatoes (prepare, cool, portion, hold & re-heat when needed) approved? Only for the hours from 9:00 P.M. to 11:00 A.M To what thickness should slices of green peppers & onions (half-moons) be cut? 1/8" thick slices 209. To what thickness should sliced mushrooms be cut? 1/8" thick slices 210. To what thickness should sliced tomatoes be cut? 1/4" thick slices 211. What is the correct way to place sliced tomatoes into the food storage container once prepped? Place each re-assembled, sliced tomato flat in a pan. Do not stand tomato slices on edge. Do not add a second layer as it will crush the bottom layer How are lemon wedges cut, how many wedges are lemons cut into, and what is done to each wedge as the last prep step before placing them in the food storage container? Cut lemons from blossom end to stem end (ends are not cut off) into 6 equal wedges and make a small cut in the center of each wedge What is the correct way to place Stuffed French Toast triangles into the food storage container to thaw? On their edges, fill holes up, no more than one layer high 214. Approximately how long should Stuffed French Toast triangles be thawed before use? 6 hours 215. What does the term par represent and how is it determined? The ideal amount of a product to have on hand as determined by the Restaurant Manager based on the average amount of each product that the restaurant usually uses within the product shelf life What is the formula used (with a prep sheet) to determine the amount of a product that should be prepped? Par Current Inventory = Amount to Prep PANCAKES 217. What is the correct diameter of an egg batter pancake (crepe)? 8" round 218. What is the maximum number of advance-prepared egg batter pancakes (crepes) that can be stacked for later use? No more than 20 crepes IHOP 201 SOP Study Guide IHOP IP, LLC.

11 219. Are Double Blueberry Pancakes plated with the first side up or the second side up? First side up (pancakes upside down with the IQF blueberries showing) 220. Are Strawberry Banana Pancakes plated with the first side up or the second side up? First side up (pancakes upside down with the banana slices showing) 221. On what number setting should the Belshaw gun (pancake dispenser) be for dispensing Buttermilk pancake batter? Set on #5 (or #4 depending on batter thickness) EGGS 222. To what heat or flame setting should burners be set for preparing fried eggs? Medium heat. Doneness Selected # Times Flipped # of Seconds Cooked on the 2 nd Side if Flipped Is the Yolk Soft or Firm? Is the White Soft or Firm? Is the Yolk Broken? 223. Up 0 N/A Soft Depends No 224. Basted 0 N/A Depends Depends No 225. Over Easy 2 10 Soft Soft No 226. Over Medium 2 20 Soft Firm No 227. Over Well 2 30 Firm Firm No 228. Over Hard 2 30 Firm Firm Yes 229. When preparing poached eggs, should the water be simmering or boiling, and why? Simmering water; boiling water may cause the eggs to break 230. Unless otherwise specified in the menu item recipe or requested by the guest, what are poached eggs automatically served/plated on? On toast 231. Except for Simple & Fit, what oil is used in the egg pan for the preparation of scrambled eggs, how is it applied and what utensil is used? Brush the warm Teflon pan with liquid butter alternative using a 1 pastry brush 232. How much liquid pasteurized egg is equal to 1 scrambled egg? 2 ounces IHOP 201 SOP Study Guide IHOP IP, LLC.

12 MISCELLANEOUS LINE PREP 233. What are the standard cook times for breakfast, lunch, and dinner? Breakfast: 7 minutes Lunch: 8 minutes Dinner: 12 minutes 234. If finished bacon is not immediately plated for service, where must it be held? On a wire rack in the corner of the grill 235. Is garlic bread grilled from a thawed state or frozen state? Garlic bread must remain frozen until grilled 236. How many slices of garlic bread is it acceptable to pre-cook in advance? None. Garlic bread must be made to order 237. How long must pork sausage links thaw under refrigeration before use? 2 days 238. If heated pork sausage links are not immediately served, where must they be held? In a covered sausage warmer 239. How do you finish preparing a side of French fries once they have been removed from the fryer oil? Place into a clean, dry stainless steel mixing bowl, add 4-5 shakes of French fry seasoning per order, and mix thoroughly 240. How do you finish preparing one order of red skin potatoes once they have been removed from the fryer oil? Place into a clean, dry stainless steel mixing bowl, add ¼ oz. LBA and 4-5 shakes red potato seasoning, and toss to evenly coat 241. What is toast brushed with before serving? Melted butter only - never LBA, oleo, or margarine 242. For omelettes, what size pieces is bacon cut to? ½" pieces 243. What is the Simple & Fit Veggie Omelette automatically accompanied by and what is the portion amount? 4 oz. seasonal mixed fruit 244. What is the only oil approved for use when preparing Simple & Fit menu items? Pam cooking spray 245. What is the default doneness for sirloin tips? Medium-well 246. What oil is used to prepare sirloin tips? Salad oil; not LBA IHOP 201 SOP Study Guide IHOP IP, LLC.

13 247. When is it acceptable to use a bell cover, weight or to otherwise press down on steaks or sirloin tips while on the grill? Never 248. How long must steaks thaw under refrigeration before use? 24 hours 249. How are steaks stored under refrigeration? Flat in their original packaging 250. When should waffle release spray or butter be used on a waffle baker with a non-stick coating? Never 251. Why should a waffle baker with non-stick coating be kept open when not in use? To prevent damage to the non-stick coating 252. To what thickness should slices of banana be cut? ¼" thick slices 253. What should be used to dip bread or stuffed French toast triangles into French toast batter? Tongs 254. Should crepes be folded/rolled/plated with the web side facing in or facing out? Crepes must be folded/rolled/plated with web side facing out 255. When preparing a 6 oz. chicken breast, should you use a bell cover or a weight, or neither? Bell cover 256. Should chicken breasts be cooked from a frozen or thawed state? Thawed state 257. When preparing all hamburger patties should you use a bell cover or a weight, or neither? Bell cover 258. Should all hamburger patties be cooked from a frozen or thawed state? Frozen state 259. When is it acceptable to use a weight or to press down to prepare hamburger patties? Never 260. When is gravy served on mashed potatoes? Upon guest request only 261. Where/how is French Onion Pot Roast Gravy held on line? Cold, under refrigeration 262. What oil must be used to prepare tilapia? Tilapia must be prepared in salad oil; not LBA 263. When preparing tilapia, should you use a bell cover or weight, or neither? A bell cover IHOP 201 SOP Study Guide IHOP IP, LLC.

14 264. Is tilapia cooked from a frozen or thawed state? Either; however from thawed is the preferred method A steak weight is used for preparation of which product(s)? None. There is no approved use for steak weights Is banana cheesecake cooked from a frozen or thawed state? A thawed state 267. For a 55+ Omelette, is cheese an ingredient choice or is it automatically served? 55+ Omelette automatically receives guest choice of cheese 268. Where are the instructions for preparing the Macaroni & Cheese found? In the Core Line Recipes; do not follow the package instructions for preparing Macaroni & Cheese 269. How frequently should you filter and test the quality of fryer oil? At least once per day 270. What is the correct fryer vat order, left to right (1-3), to be followed for meats, seafood, and potatoes? Left Vat 1: Potatoes Center Vat 2: Meat Right Vat 3: Seafood 271. What must you verify before selling items/orders needed for each guest check? It is Complete It is the right temperature It is accurate per guest request It is plated correctly It is picture perfect IHOP 201 SOP Study Guide IHOP IP, LLC.

15 MISCELLANEOUS SERVER PREP 272. When should a tray be used to deliver beverages to the guests? Deliver beverages on a tray when carrying 4 or more beverages 273. Why shouldn t coffee filters be pre-filled and stacked? To preserve the freshness of the coffee 274. Why shouldn t the brew basket be removed until the coffee has completely finished draining? Serious burns could result if the brew basket is removed before completely draining 275. What is the maximum hold time of brewed coffee? Glass pot: Discard coffee remaining after 25 minutes Urn/Satellite: Discard coffee remaining after 60 minutes 276. What must be done if any grounds get into the brewed coffee? The whole batch must be discarded; the pot/urn/satellite and brew basket thoroughly cleaned, and the brewing process restarted (making certain the brew basket is positioned correctly) 277. What is the maximum hold time of fresh brewed iced tea and what should be done with it once it has exceeded its hold time? It should be used on the day/shift it was brewed within 12 hours. Discard any leftover tea 278. To what level should coffee carafes be filled for 1 guest, 2 guests and 3 or more guests? 1 Guest: 1/3 full 2 Guests: 2/3 full 3 or more Guests: Full 279. When and where must you always pour coffee for the guest? Always pour the first cup of coffee for the guest. Pour cups away from the table to avoid spilling on a guest 280. When there are children at the table, where on the table must you place coffee carafes, cups and any hot beverages and why? Out of reach of small children so they cannot spill the hot beverages and injure themselves 281. To what level should clean syrup pitchers be filled with warm syrup for 1 guest, 2 guests and 3 or more guests? 1 Guest: 1/3 full 2 Guests: 2/3 full 3 or more Guests: Full 282. What must be done with any remaining warm syrup served to, but not used by, the guest? It must be discarded; never pour syrup back into the syrup warmer once served to a guest 283. Why should you take care not to over-heat syrup? To prevent possible scalding or burns IHOP 201 SOP Study Guide IHOP IP, LLC.

16 SERVICE 284. List the 6 Pillars of the Service Excellence service enhancement program. 1) A warm, two part, Service Excellence Welcome. 2) Plate announcing vs. plate auctioning. 3) Check back, check down. 4) Service Excellence Table Release standards. 5) Table manicuring. 6) No bus tubs in the dining room What does the acronym L.A.S.T. represent and what action does each letter represent? L.A.S.T. is IHOP s method used for handling guest complaints L = Listen A = Apologize S = Solve T = Thank 286. When listening to a guest complaint, what should your body language be and why? Keep your body language non-defensive to communicate your willingness to listen 287. When listening to a guest complaint, what must you listen for? Listen for the real issue behind the complaint 288. When apologizing to a guest, what must you never do? Never lay blame; to guests, the entire restaurant is at fault 289. What should you do to solve a guest complaint? Take action. Suggest and explain alternatives; guests like having choices 290. When thanking a guest who has complained, you should thank them for at least what two things? 1) For their patience 2) For bringing the problem to your attention 291. Within what maximum amount of time after resolving the problem must you follow-up on guest complaint resolutions by checking back of to see if the guest is satisfied? Within 3 minutes 292. What are The Three Basic Needs of Every Guest? Be there for me Listen to me Treat me nicely 293. What is The Platinum Rule of Guest Service and what does it mean? Treat each guest the way THEY want to be treated. It means that you must uncover each guest s specific wants and needs and that you must connect with each guest in a way that makes them feel that we have met or exceeded those wants and needs. IHOP 201 SOP Study Guide IHOP IP, LLC.

17 294. What are the three guest types and why is it so important to be able to quickly identify which type each guest is? Fast Friendly Exact If you can quickly identify which category each guest falls into, or their type, you will be able to provide them with the kind of service they need to make their experience great Within how many rings must the restaurant telephone be answered? Within 3 rings 296. What is the correct greeting to use to answer the restaurant telephone? Good [morning, afternoon, evening]. Thank you for calling IHOP [location]. This is [your name]. How may I help you? 297. What should you do before placing a phone guest on hold and how frequently should you check back after doing so to ensure their needs are being met or to let them know you are still working on their request or question? Ask permission before placing a phone guest on hold; check back every 30 to 60 seconds 298. Why is the accuracy of to go orders especially important? Because we can t fix any mistakes after the guest has left the restaurant 299. What are the Host/Hostess Guidelines to Great Service? Guideline 1: Warmly Greet Guideline 2: Promptly Seat Guideline 3: Stay Available Guideline 4: Finish Strong 300. Within what time after entering the restaurant must guests at the door be greeted? Within 30 seconds 301. Identify what each table status tracking symbol below means: = Occupied. = Dirty. = Released What two things should be done while escorting the guests to their table? 1) Walk at their pace 2) Engage them in light conversation 303. When should high chairs, booster seats, additional place settings, and other special table setup needs be placed at the table for the guests? Before the guests are escorted to the table IHOP 201 SOP Study Guide IHOP IP, LLC.

18 304. When thanking the guest for coming in as they leave, what else should you be sure to do/say? Invite them to return 305. How frequently must restrooms be checked for cleanliness? Every 30 minutes 306. What are the Server Guidelines to Great Service? Guideline 1: A Warm, Friendly Welcome Guideline 2: Taking the Guest s Order Guideline 3: Pre-Delivery Guideline 4: Delivery Guideline 5: Post-Delivery Guideline 6: Follow Up Guideline 7: Finish Strong 307. Within what time after being seated must guests at the table be provided a warm, friendly Service Excellence welcome by the server or their service neighbor? Within 30 seconds What are the two parts of the Service Excellence Warm Welcome? 1) Introduce yourself and your Service Neighbor. 2) Offer to take the food order with the beverage order When taking a guest s order, what two things must be done to ensure the accuracy of the order? 1) Write the guest s order down 2) Repeat the order in the same details as you wrote it down 310. What is the Service Excellence signal that the guests at a table have received a warm, friendly welcome from a Server? Removing the clean, empty coffee pot from the table Within what time after the warm, friendly welcome must the guests receive the first round beverage order? 3 minutes What are the standard Order-to-Delivery times for breakfast, lunch and dinner? Breakfast: 11 minutes Lunch: 12 minutes Dinner: 16 minutes 313. Whether they are clean or dirty, how must you always handle glasses and why? By the base to help reduce the risk of cross contamination 314. Before leaving the pass bar with an order, what two things should be confirmed at a minimum? 1) That the order is complete 2) That all items are properly garnished IHOP 201 SOP Study Guide IHOP IP, LLC.

19 315. According to the plates for the order shown below, what would be the correct Run Call (each runner can carry 3 plates)? Two-Handed Runner and two Two-Handed Follows 316. List the three (3) responses that are acceptable answers from the Servers to the Expeditor s Run Call. 1) First Round. 2) Guest Request. 3) Got It What are the two most important purposes of correctly answering a call for a food run? 1) It lets the Expeditor know whether or not they have the runners and followers that they need. 2) It allows for quick and easy identification of opportunities for task consolidation in order to free up hands for food runs Identify the Pivot Point and number the seats for Seat Handling in the diagram below Pivot Point 319. What is the appropriate phrase to use to announce when you must reach past a guest for manicuring, meal delivery, or any other reason? Pardon my reach 320. Within what time standard must we check back with guests following meal delivery? Check back within two bites or two minutes 321. When should the guest check be delivered to the guest and what is the acceptable exception? On the first check back to the table after delivering the food (within 2 bites or 2 minutes) unless a problem or an additional need is discovered upon the initial check back What is Unobtrusive Manicuring? Removal of all items from the table that the guest no longer needs without unnecessarily interrupting the guest. IHOP 201 SOP Study Guide IHOP IP, LLC.

20 323. Once a table has been released, who should the table s status be communicated to? The Scout or the Greeter 324. What phrase should be used to alert others that a guest is trying to make their way past Team Members? Guest Right of Way 325. What three (3) Key Deliverables make up the Voice of the Guest GLI (Guest Loyalty Index)? 1) Likely to return. 2) Likely to recommend. 3) Overall satisfaction Tipped team members are required by law to report what percentage of their tips? 100% of all tips received DINING ROOM SET-UP & APPEARANCE 327. Table set-up & Table Release Standards: see and study the OPS 105 Table Setup laminate and the Service Excellence Table Release Standards poster. Write your notes in the space below What three areas should be focused on when bussing a table? 1) Clearing and cleaning the table top 2) Cleaning the seats 3) Cleaning the floor IHOP 201 SOP Study Guide IHOP IP, LLC.

21 DISH STATION Compartment Sink: see and study the OPS Compartment Sink laminate. Write your notes in the space below How must dishes be dried and why? Air dry dishes in racks to avoid contamination of sanitary items with pathogens or lint; do not use towels. GENERAL SAFETY 331. Under federal law, what is the minimum age a team member must be to operate the slicer or mixer? 18 years of age 332. What two actions must you take whenever anything is being placed on or removed from the slicer? It must be turned off and the blade set at What must never be done to or by the operator while the slicer is being used? Absolutely no talking while the slicer is being used 334. What should be done to the slicer when it is not in use? Turn off and unplug the slicer 335. While it is turned on, what must you never do with the mixer? Do not put hands, scrapers or spoons in the mixer while turned on 336. What is the safety guideline for safely lifting the mixer bowl? Always use two people to lift the mixer bowl 337. When cleaning the grill, what should you use to move the wet, sanitized towel over the grill? Use a spatula; do not use hands. Steam from the towel may cause serious injury Is it acceptable to use hot glasses for beverages? Why or why not? Do not use hot glasses; swift and extreme temperature change of the glass may cause it to weaken, crack, or break 339. To reduce the risk of weakening, cracking or breaking glasses, what two things must you never do to them when bussing a table? 1) Never put flatware into glasses 2) Never stack glasses 340. To avoid cross contamination or glass breakage into the ice, what utensil must always be used to place ice into glasses? Always use the ice scoop to place ice into glasses IHOP 201 SOP Study Guide IHOP IP, LLC.

22 341. What is the maximum fryer basket fill level for products prepared in the deep fryer? Fryer baskets should only be half-filled 342. What is the best method to lift a heavy object? With assistance 343. What specifically should you use to protect against burns when lifting hot items? Use thick, dry hot pads, or insulated gloves; wet pads or towels can cause contact or steam burns 344. Where is health and safety information for each chemical used in the restaurant listed? On a Material Safety Data Sheet (MSDS) 345. If a chemical is transferred from its Original Labeled Container (OLC) to a different approved container, such as a spray bottle, what must the new container be clearly marked with? 1) The chemical s name 2) Instructions for its use 3) Handling warnings 4) Description of toxins that the chemical contains 346. In the sentence, P.A.S.S. the fire extinguisher, which is designed to help remember the steps for properly using a fire extinguisher, what (complete) step does each letter in the acronym P.A.S.S. represent? P = Pull the pin A = Aim the nozzle at the base of the fire S = Squeeze the trigger S = Sweep the nozzle from side to side 347. Where must can lids be discarded and why? In a dedicated sharps receptacle to avoid injuries during trash disposal 348. What must Chef s knives be used for? Cutting food only 349. When using a knife, what two actions should you never do? 1) Never talk to anyone 2) Never take your eyes away from the blade 350. When is it acceptable to turn high chairs upside-down to act as an infant carrier stand? Never! Only high-chairs specifically designed for this purpose may be used 351. When wet-cleaning an area of the floor, where should wet floor signs be placed, when should they be in place, and how long should they remain in place? Surrounding the entire floor area to be cleaned, before you begin cleaning the area and kept in place until the area is completely dry IHOP 201 SOP Study Guide IHOP IP, LLC.

23 TEAM MEMBER TRAINING 352. What is IHOP s Five-Step Method of Training that you must follow to provide effective on-the-job training for all training situations? Step 1: Plan Step 2: Tell Step 3: Show Step 4: Do Step 5: Review 353. What four basic stages is a Learner s journey through IHOP 101 composed of and with whom does the Learner complete each step? STAGE #1: New Team Member On-Boarding - with the Restaurant Manager STAGE #2: Position Overview - with the Certified Trainer STAGE #3: Station Training - with the Certified Trainer STAGE #4: Practical Evaluation (Learning Passport) - with the Restaurant Manager 354. Where is the IHOP 101 Trainer s Toolkit located? On the IHOP portal (IHOP Connect) 355. Each Team Member s training history is to be recorded on what document? Record training history on the IHOP 101 Program Tracking spreadsheet. IHOP 201 SOP Study Guide IHOP IP, LLC.