TRAINING MANUAL. Trainee s Name: Trainer s Name: Dates of Training:

Transcription

1 TRAINING MANUAL Trainee s Name: Trainer s Name: Dates of Training:

2 Training Policies: 2 Combine orientation and tour of facility with first day of training. A trainee cannot move on to next section without a passing score. o Scoring system: Stars: 1 star: Not passing, go over again 2 star: Close to passing, but go over at next training session 3 star: Passing, briefly go over the next day and do quiz Trainee/Trainer is not considered on the floor until Trainee has passed section 1 and 2 Full time employees must be fully trained within 2 weeks. Part time employees must be fully trained within 4 weeks. Trainers: do not depend on the quizzes to evaluate trainee s progress Verbal tests Before officially passing section 1&2, they must meet and work with the store manager at least once.

3 The Beginning: 3 Clocking in and out 1. What each screen means when walking through clocking in and out. 2. Breaks: Employees are not required to take a break. Breaks are based on manager s discretion. Managers are allowed to refuse a break to employees if necessary. Employees can receive a 15 minute paid break for any amount of time worked. Employees can receive a 30 minute unpaid break for working more than 8 hours. Orientation 1. Go through Orientation Packet Tour 1. Backroom Aprons, nametags, request off book, mailboxes, schedule, walk-in (employee shelf, fruit, yogurt, drinks, etc.), freezer (puree, muffins), fruit cutting station, where dishes are kept, packaging, dry toppings, trash bags, 3-part sink (wash, rinse, and sanitize), hamper for dirty towels and aprons, mop area, cleaning supplies 2. Front/ other Cups, shake area, cleaning supplies, dry toppings, fruit, sample cups, yogurt machine (freeze, wash, standby) Some other rules/reminders 1. Stock/Dishes 1. Why stock is where it is (never mix cleaning supplies with food/packaging, always put packaging and food above cleaning supplies and not level or under, never put food or containers on the ground-must be 6 inches above ground) 2. All dishes must be dried upside down and put away upside down. Nothing should be right side up when put away. 2. Other 1. Clean as you go. This helps from accumulating messes and keeps the store looking nice and clean. 2. All trash cans should be changed IMMEDIATELY when they are full 3. If you purchase any drinks or yogurt, it must be rung up by another employee FIRST and attach your receipt to the item 4. No eating/drinking out front. 5. Answer the phone, Thanks for calling (location)yagööt. This is (your name). How can I help you? 6. Clerks are NOT allowed in the safe for any reason. If you need change for the cash register, please ask a shift leader to get it for you. Important, Relevant Information Seasonal Flavors Special Promotions

4 4 Section 1: Learning Products Explaining Products 1. 99% fat free % Gluten free 3. Live and active cultures (digestive system) 4. Has 120 calories for a small original a. Explain where to find nutritional facts for other flavors. 5. Contains dairy 6. Flavors and All Menu Items grams of sugar for small original Swirling the yogurt 1. Right amount/ Weigh your yogurt EVERY time * see chart below for size/portion ratio 2. Consistency, consistency, consistency 3. NO HOLE J Toppings 1. How many scoops (chart by dry toppings) 2. Explain where to find nutritional facts for all toppings. 3. Pour over the topping you are getting- DO NOT GET TOPPING IN OTHER TOPPINGS, especially those that contain allergens like nuts. Those with nuts include: granola, almonds, pecans, crunch. 4. For people highly allergic to certain things and concerned, get toppings from a fresh bin. 5. Put toppings with any nut product on LAST! 6. When stocking toppings, only fill to the indented line and always date with masking tape and permanent marker. 7. Explain specific toppings a. Crunch i. Coconut, cashews and brown sugar b. Yomance i. Strawberry white chocolate curls and dark chocolate crunch c. Mochi i. Sweet Asian rice cakes. Consistency between a marshmallow and a gummy bear. Specific Topping Information 1. Sauces: i. One serving of sauces = 4 rings around yogurt. ii. Make sure ring of sauces is near base of swirl, not drizzled on top of it or across it. iii. If there is more than one topping, put sauces on first, then top with fruit or dry topping. 2. Blackberry/Raspberry servings i. One serving of Berries = Depending on size, 4-5 berries 3. Banana i. One serving of banana= ¼ sliced banana

5 5 one topping Size portion Small Medium Large 5-6 oz. 2 scoops 8-9 oz. 2 scoops oz. 2 scoops Prices Small Medium Large $3.00 $4.00 $5.75 $4.00 $5.00 $6.75 two toppings three toppings 2 scoops 4 scoops 4 scoops 3 scoops 6 scoops 6 scoops $4.25 $5.50 $7.25 $4.50 $6.00 $7.75 Labeling the Cup 1. When the label prints out, look at the first, bold line to see what item it is. The one pictured below with just the size is a yogurt cup. If it was an item other than a cup, it would say the item name. 2. Also on the first line, next to the item, is the flavor of yogurt the customer order. 3. On the second line, it will display the toppings the customer would like on/in their item. 4. Use the number on the right hand corner to know how many items are in the order. 5. Place the label on the side of the cup opposite the Yagööt logo, under the wording. Special Menu Items Saylor - $4.00 and $ Pour Red Crème or Orange Sunkist soda to the line on the bottom of the cup. 2. Swirl in their choice of yogurt (8-9 oz, medium size amount) 3. Top it off with more soda. Shake - $5.25 and $ Put one scoop of each topping in bottom of shake cup-3 toppings total. *Add 1 teaspoon of vanilla whey protein powder if purchased 75 cents 2. Add enough milk to just cover the toppings. 3. Top off with their choice of yogurt. 4. Put dome lid with hole on top. 5. Whirl shake until fully blended. *Show how to clean blade, inside shake machine, etc.

6 6 Parfait - same as Shakes. Explain why (yogurt vs toppings). 1. Put a small amount of yogurt in bottom of cup. 2. Put in one scoop of the first topping. 3. Follow steps 1. and 2. for the next two toppings. 4. Top off the parfait with a small amount of yogurt. * The top layer of yogurt should not be any higher than the shake cup. Strawberry Shortcake - $ Place the cake slice in the center of bowl. 2. Add 2 scoops of strawberry sauce onto the cake 3. Swirl yogurt (3-4 oz.) over cake. 4. Put 3 scoops of strawberries around swirl. Acai Bowl - $ Pour açai packet into metal shake cup. 2. Add a quarter of a banana. 3. Fill the cup three quarters high with their choice of yogurt. 4. Whirl until fully blended and pour into the açai bowl. 5. Top it off with two scoops of granola and the rest of the banana. *Custom 50 cents extra Use the custom button if they would like to replace the banana with a different fruit or replace the granola with a different dry topping. If the customer wants more than 1 fruit or more than 1 dry topping, they have to pay extra. You would ring the extra fruit/dry topping under the add topping button. * Examples: Kiwi and granola = $7.00 Banana and mochi = $7.00 Push Pops - $2.50 Assembly 1. Wind the stick into the round bottom. 2. Label the push pop container with Yagööt sticker. 3. Put the stick through the bottom of the container. 4. Label the lid with the appropriate flavor sticker. 5. Put the date (just the day so 9/12/14 = 12) on the very bottom of the back of the counter with a permanent marker. Swirling 1. Fill the counter with 3 swirls and then top off. 2. Put on the lid. Push pop should weigh 4 ounces. 3. Place in freezer standing up. 4. It will take about 2 hours to freeze before it can be put out front Freezer 1. There are 2 columns (42 push pops) of each flavor in the machines. 2. There is a shelf that can contain back stock. 3. Oldest push pops should be closest to the tip. Rotate.

7 7 Making Yogurt Original 1. 2 gallons fit in a bucket 2. Fill up bucket and take out front to fill the machine 3. This is done when the machine is low. Strawberry 1. Fill a bucket with 3 half gallons of yogurt 2. Add 1 carton of strawberry puree 3. Blend until even color and no chunks 4. Cover with clear wrap, labeled with the date and the flavor of yogurt 5. Put on respected shelf in walk-in Seasonal 1. Follow recipe sheet to make seasonal flavors 2. Cover with clear wrap, labeled with the date and the flavor of yogurt 3. Put on respected shelf in walk-in Thawing Yogurt 2. Frozen yogurt should consistently be taken out of boxes and put onto shelves to thaw 3. It usually takes 2-3 days for the yogurt to thaw 4. If yogurt is needed but is still frozen, the cartons can be put in COLD water in the 3 sinks to speed up the thawing process 5. Continue to check on the cartons. Drain and change the water if needed. Puree 1. There should always be puree in the walk-in thawing. This requires it being moved from the freezer to the walk-in every week. How often varies based on how much puree the store goes through each day. 2. When puree is moved, it needs to be dated. Example: In: Today s date Thaw: 2 days after the IN date Out: 3 days after the THAW date 3. If puree is needed but is still frozen, it can be put in the microwave to speed up the thawing process

8 Practice: Swirling, Write out each product steps, Verbal Test 8 Rating: - Poor swirl technique, limited or no product knowledge, less than 7 answers questions on Quiz 1 Quiz 1 - Inconsistent swirl technique, limited product knowledge, 9 or less correct answers on on Quiz 1 - Good swirl technique, great product knowledge, no less than 10 correct answers Comments:

9 Section 2: Serving Customers 9 Taking the Order A. Greeting the Customer 1. Always greet customers when they walk into the store/get to the counter a. Hello! (be enthusiastic) b. Hello! Have you been here before? 1. If they have not, automatically give them a sample of Original and explain about the yogurt. B. Go through Every button on Cash register and explain functions 1. How to sign in C. Receipts 1. Sow how to print/reprint receipts 2. Show how to change receipt paper and labels D. Finishing Order 1. Upselling 2. Asking For Here or To Go 3. Gööt Lööt Loyalty Card 4. Discount buttons E. Printing Employee Report F. Important Information 1. Nutritional Information a. Show where it is located 2. Questions customers may ask a. What kind of muffins do you have? b. Can I use a BOGO on a shake? c. Can I get any toppings in a shake? 3. Toppings to Go. Dry toppings 50 cents each. Fruit - $1.00 each. a. Small cup 1. 4 servings b. Medium cup 1. 6 servings c. Large cup 1. 8 servings Gööt Lööt A. Use training sheets to explain the program, buttons, and how to redeem coupons Cash Procedure A. Money exchange 1. Telling the customer the total 2. Letting the customer know how much cash they gave a. Given a $20 bill by a customer: Out of When handing the customer their change, tell them how much they are getting back B. Face the bills the same way in the drawer C. Need more change? 1. Ask the other cashier if they have change (make an even trade) 2. Ask a Shift Leader to get change if needed

10 10 Practice: Customer Role Playing for Register Small Original with pineapple, strawberries, and mango (has Gööt Lööt card) Medium (seasonal) with chocolate chips, banana, and vanilla wafers (does not have Gööt Lööt card) Large strawberry no toppings (has coupon on Gööt Lööt card & pays with credit card) Small ½ and ½ with bananas (needs balanced checked on Gööt Lööt card) Medium strawberry swirl with mochi and crunch (has $5.00 gift card) Large (seasonal swirl) with fruity pebbles and granola (no Gööt Lööt card & wants to pay with credit card) 16oz red cream soda saylor with strawberry (Gööt Lööt card and needs balanced checked) Gööt Lööt 20oz parfait with ½ and ½ and banana, kiwi, and blueberries (has Gööt Lööt card, and wants a $5.00 gift card for a friend) 16oz shake with strawberry yogurt and strawberries, and 2 bananas (no Gööt Lööt card) 20oz shake with original yogurt and granola, blueberries, raspberries and protein powder (has Gööt Lööt card & pays with credit card) Shortcake, original yogurt (has Gööt Lööt card) Acai bowl with original (no Gööt Lööt card) Shortcake with ½ and ½ yogurt and can I have a scoop of blueberries on it instead? no Gööt Lööt card & wants to pay with credit card) Acai bowl with strawberry yogurt and instead of banana can I have blueberry? (has Gööt Lööt card) Can I have 2 pints of original and some crunch to go on the side? (no Gööt Lööt card & wants to pay with credit card)

11 Can I have a small plain strawberries, and how much are t-shirts? (no Gööt Lööt card) 11 Hi, can I get a 20oz shake with original, 2 blueberries and almonds, extra protein and I m a Busken I have a bogo, can I get a medium original with kiwi and crunch, and then a small strawberry with strawberry, kiwi, and granola (2 Gööt Lööt cards-needs combined) Rating: - Rarely counting money back, slow at finding register buttons, limited or no Gööt Lööt knowledge, not engaging customers, no upselling, less than 6 correct answers on Quiz 2 - Inconsistent at upselling, counting money back, and engaging customers, cannot accurately or efficiently ringing up customers and explain product, less than 8 correct answers on Quiz 2 - Engages customer, rings up order accurately and quickly, upsells every time, can accurately explain Gööt Lööt to customer, no less than 9 correct answers on Quiz 2 Comments:

12 Section 3: Daily Duties 12 Weekly Cleaning Duties 1. Show each duty a. Important: cleaning bathrooms 2. Sweeping 3. Mopping Pints - $ Labeling and dating 2. How high to fill container 3. No holes by tapping down 4. Rotating Restocking 1. Dry Toppings 2. Rotating Toppings 3. Puree Dishes 1. 3 sinks 2. Stacking upside down 3. Air dry only 4. Clean as you go 5. Putting dishes away when dry Practice: Do daily duties for week Rating: - Trainer has shown trainee how to do Section 3, but trainer has not or can not do duties unsupervised - Inconsistent quality with every duty, still needs occasional supervision - Can consistently do every duty confidently and unsupervised Comments:

13 Section 4: Cutting Fruit 13 Knife Safety 1. To clean knives, use hot water and dishwashing soap, making sure the sharp end is pointing away from your body and that you keep your fingers away from the blade. Avoid leaving knives to soak in the sink for several reasons. First, prolonged exposure to water can damage the handles of knives and can cause the blades to rust. But most importantly, knives left in a sink of water can remain hidden from view, creating the risk that you might reach for something and accidentally cut yourself. 2. The Wusthof 2-stage Hand-Held Knife Sharpener is safe and easy to use. Place the sharpener on a flat work surface and hold the E-Z grip handle with one hand and the knife handle with the other. Insert the knife blade fully into the slot at a 90-degree angle to the sharpener and pull back a few times to sharpen. After setting the knife's edge with the carbide side, use the unit's ceramic side to nicely finish the edge. 3. Another common knife sharpening tool is called a Sharpening Rod. Position the rod vertically over a cutting board, kitchen towel or other suitable surface. Holding your knife at a 20 degree angle, take alternating passes with your knife across the rod applying light to medium pressure. Don't try to dig into the rod, a gentle slicing motion that moves your blade across the knife from heel to tip is all you need. Take about a half dozen alternating passes across the full length of your blade. Always give each side the same number of strokes to maintain an even cutting edge.

14 Knife Cutting Skills 1. Yagööt uses the bear claw cutting skill. 2. Hold the item you are cutting firmly with one hand. Make sure to tuck your fingers in/curl them under, so your fingers are not sticking out when the blade comes down. 3. Use your other hand to firmly grasp the knife. Always point the knife blade away from you, or point the blade down when you are carrying it. 14 Strawberry 1. Grab from the walk-in, put in strainer, and rinse off with cold water 2. Cut off the top of the strawberry so the green leaves are removed 3. Cut the fruit in half 4. Lay each piece flat on the chop wizard 5. Repeat until chop wizard is full then transfer into fruit bin Kiwi 1. Grab from the walk-in and rinse off. About 10 will fill up a fruit bin 2. Cut off both ends 3. Peel the kiwi 4. Cut kiwi into 3-4 slices 5. Make four cuts with each slice. Two vertically and two horizontally 6. There should be 9 small pieces of kiwi 7. Transfer into a fruit bin. Make sure the bin has a false bottom Pineapple 1. Grab from the walk-in and rinse off. About 1 will fill up a fruit bin. 2. Cut off both ends 3. Peel the pineapple, leaving no brown rings 4. Core the pineapple 5. Turn on side and cut into thin slices 6. Cut each slice into small pieces like the kiwi, cutting vertically then horizontally 7. Transfer into a fruit bin. Make sure the bin has a false bottom Mango 1. Grab from the walk-in and rinse off. About 4-5 will fill up a fruit bin. 2. Cut off both ends 3. Peel the mango 4. Cut off as many thin slices possible around the seed 5. Cut each slice into small pieces like the kiwi, cutting vertically then horizontally 6. Transfer into a fruit bin

15 Berries 1. There are three kinds of berries: Blueberries, Raspberries, and Blackberries 2. They do not get cut 3. Berries have to be rinsed in a strainer before being put in a fruit bin. DO NOT rinse in carton, bacteria will not be washed off. 4. Make sure the bin has a false bottom 5. Usually 2-3 cartons for each berry will fill up a fruit bin 15 Fruit Facts 1. Check par levels to figure out how much you need to cut up that day 2. Always date each bin of fruit 3. Put the fruit out front, rotating so the oldest is used first 4. Bins of fruit can be put in the walk-in if the refrigerator out front is full 5. Always check for moldy fruit and throw it away Practice: Verbal test (trainee walk through steps using fruit as prop), cut several bins, explain when and why we use false bottoms Rating: - Cannot cut fruit unsupervised, lots of technique and fruit size questions - Inconsistent technique and fruit size, cannot confidently cut 1 bin of each fruit unsupervised - Can consistently and efficiently cut at least 1 bin of each fruit, confident and does not need supervision Comments:

16 Section 5: 16 Opening Duties: Setting up the store 1. Bring needed dishes out front 2. Figure out par levels for cutting fruit 3. Make sure everything is stocked 4. Put chairs down and sweep floors if needed 5. Finish putting clean dishes away 6. Make bleach water buckets 7. Begin cutting fruit Closing Duties: Rating: A. Go through checklist and explain how to do each duty B. Explain priority 1. What tasks have to be done before others 2. When can certain tasks be done (collecting trash, putting chairs up, etc.) - Trainer has shown trainee how to do Section 5, but trainer has not or can not do duties unsupervised - Inconsistent quality with every duty, still needs occasional supervision - Can consistently do every duty confidently and unsupervised Comments:

17 Quiz #1 for Section 1 17 Our original yogurt is 1. a.100 calories per serving b. 120 calories per serving c. 150 calories per serving 2. a. 100% fat free b. 99% fat free c. 97% fat free 3. a. 100% gluten free b. 99% gluten free c. 97% gluten free 4. Our yogurt does not contain live active cultures True False 5. A yogurt cup should weigh Small 4-5oz 5-6oz 6-7oz Medium 8-9oz 9-10oz 11-12oz Large 10-11oz 11-12oz 12-13oz 6. How many total scoops of topping do the following get? Small 3 Topping Medium 2 Topping Large 1 Topping 7. What goes in/on top of the acai bowl? 8. We should always thank a customer when picking up their menu items. True False 9. Which is the best description for the Yagööt uniform? a) Yagööt shirt, apron, jeans, close-toed shoes b) Yagööt shirt, apron, khaki pants c) Yagööt shirt, close-toed shoes, apron, nametag d) Yagööt shirt, khaki pants, apron, nametag, close-toed shoes, socks 10. What is ALWAYS important to remember? a) No nail polish b) Always dry/put away dishes upside down c) Always put toppings containing nuts on LAST d) Never mix cleaning supplies with food/packaging, always put packaging about cleaning supplies e) Never pick your wedgies while at work f) All of the above 11. How many minutes is a paid break?

18 Quiz #2 for Section How many total scoops go into a MEDIUM, 3 topping yogurt? a) 3 scoops b) 4 scoops c) 6 scoops d) 9 scoops 2. How many half gallons go in a bucket to make Strawberry yogurt? a) 2 b) 3 c) 4 d) 1 3. What amount of yogurt should go on a Muffin Break? a) 3-4 oz. b) 5-6 oz. c) 8-9 oz. d) oz. 4. How much of the metal cup should be filled with yogurt for an Açaí Bowl? a) Quarter b) Half c) Three-Fourths d) Full 5. How many total scoops of toppings does the Parfait get? a) 1 b) 4 c) 3 d) Crunch is made of, and 7. Yomance consists of and 8. Mochi is 9. What happens when a customer gets to 50 points on their Gööt Lööt card? 10. What can a BOGO be used on?