Module 1: Counter Help Competencies
What transaction amount requires a guest signature on the receipt?
$25 or above
What is an acceptable cash over/short amount?
+/- $3, includes $1.50 variance from coin dispenser.
Demonstrate how to correct use the packing system
1. Set up the trays 2. New orders, place ticket on top right clip 3. Fulfilling orders, waiting on items circle what's missing , set on top of prep cooler 4. Completed orders, moved tray to designed colors 5. Bagging with utensils, fortune cookies and giving order to guest after confirmation 6. Rotate the trays and place ticket on check spindle
Demonstrate how to complete safe count using safe wizard
1. login with 7 digits/Pin > Cash management > Safe wizard 2. Reconcile all safes > Next 3. Name from drop down menu, click "current amount" 4. Input counted amount for each section of the safe, top and bottom 5. View safe history
What are the required times for checking food temperatures?
11am, 3pm, 7pm
What is the proper temperature of food before held on the induction warmer?
165 after cooking
What is the recommended temperature setting?
190: R1, M1, C1 180: E1, E2, E3, Sauces, Other entrees
4 steps to serving one heaping scoop — Portion size of one heaping scoop
1: 30 degree angle and pressing down 2: Serve one heaping scoop to plate, aiming centers 3: Stir remaining from left to right to center 4: Place spoodle on right, align black handle to edge of pan One heaping scoop is 4 oz spoodle
Demonstrate how to properly operate and clean the induction warmer
1: Turn off, 2: Wipe with damp cloth on plastic surface, 3: Spray glass cleaner on clean cloth, 4: Clean soil build up on plastic surface, 5: Don't pour water into unit, 6: Don't use stainless steel or hard objects, 7: Don't clean with degreaser and other chemicals, 8: Don't scrape on surface and sensors
How many associates are required to verify the amount of money to be deposited?
2 associates are required
How long are you required to wash your hands?
20 seconds are required when washing hands. Singing happy birthday
What is the proper concentration for sanitizer solution?
200-400 ppm
Which breaks are associates required to clock in and out?
30 minutes if work 5 or more (1st meal break) 30 minutes if work 10 or more (2nd meal break) 3.5 • 5
What is the Panda Temperature Danger Zone
40 F & 140 F
How long should the deposit bag ticket be kept in the safe?
90 days, 2nd part. Original goes with deposit. 3rd part should be kept at the store for 2 weeks
What are drive thru goals?
A great Guest experienece at Drive-Thru under 3 minutes Pass all Drive-Thru OSA Create Guest's love at Drive-Thru by following the Service Operating Procedure 2:45 mins/secs per car. Percentage goal: 87% met
When do you need to wash your hands?
After sneezing/coughing, restroom, before shift, after handling raw foods, trash, eating, after handling chemicals. After every task
What is the My V.O.I.C.E Matters Program?
An open door communication program designed to be the foundation of our environment
When do you use the fire extinguisher vs. ansul system? What is Pass?
Ansul is released automatically or manually Large Silver K: for kitchen and grease fires Small red: non grease fires (paper, wood, electrical, flammable liquids, gasses) PASS: Pull, Aim, Spray, Sweep
What do you do if the guests credit card was declined?
Ask another form of payment method
Which items are Spicy?
B5, C3, C1, CB5
Demonstrate how to access the Electronic Journal
Back office, Reports icon, Electronic Journal, Search Key to search specific transaction, Item description to search transaction based on specific description (20% discount, emp meal)
What is cross contamination?
Bacteria spreading from hands to food, equipment, utensils, other surfaces
Intensity
Be all in for the highest engagement and excecution. Now! (heart, care, passion)
Workability
Be capable of always delivering exceptional results with high standards and great attitude
Integrity
Be impeccable with our words and actions. Be true!
What is Panda's Vision?
Be recognized as a world leader in people development to become loved by our guests
Which items are Wok Smart?
C7, B1, C3, C2, B3, CB1
Which items are Signature?
C7, B1, C3, C2, C1
What happens if the process is incomplete?
Call epaws, have them run the end of day
Why is it important to never leave the wok unattended?
Can cause a fire, sauce or entree will burn
Demonstrate how to access and input cash drawer information into the back-office
Cash management > Cash drawer a. Cashiers must log cash count info to cash management > cash drawer b. GM/PIC required to verify amount being insured and dropped into safe c. GM/PIC must review and sign off after every cashiers shift
How often should the wok be cleaned?
Cleaned in between uses and make sure it's free from debris
Demonstrate how to complete the EOD process
Computer icon to start Xpient close out, sign into PAWS EOD, once complete you click the complete button. Sign into input cashews through the Paws menu, open and close > EOD Input casheet then sign into the EOD casheet, enter necessary sales/discoint/adjustment details. In cash balance show details and enter deposit amount. Bag 0, save and exit. Once everyone is clocked out you click time card maintenance
What are some ways associates can minimize theft?
Constant cash pulls
What are the uniform requirements for each associate?
Counter Help: hat, smile, red uniform shirt, black pants, black/dark blue socks, black closed toe non slip shoes, apron with name tag Managers: hat, smile, black uniform shirt, name tag, black pants, black/dark blue socks, black closed toe non slip shoes
What is the Panda Environment?
Create a safe and empowering conversational environment for team panda to listen, appreciate and challenge each other in bringing our 2020 vision alive and in action
How often should bank deposits be made?
Daily, even on weekends and holidays. Deposit daylight hours, no more than one day of deposit should be kept in the safe
What is Panda's Mission?
Deliver exceptional Asian Dining experiences by building an organization where people are inspired to better their lives
What is the back-door policy?
Do not use/open door after dark and locked
Cashier Accountability Form
Don't accept tips No sale key Refund if CC is rung up as cash Discounts Employee Meal Not over 600, cash pulls important
Which items are Premium?
F4, F5, B3, B4
Demonstrate the correct way to conduct an End-of-Shift drawer audit
Final close by pressing return, switch monitor to back office, count a drawer, logging in with 7 digit and password, cash management > cash drawer > count a drawer > select then input cash count and then recount
Definition of Food, Service and Ambiance
Food with Passion: Fantastic dining experience (flavor/color/aroma) Service with Heart: Greeting with smile, anticipating needs, personal connection Ambiance with Pride: Warm and welcoming
What are the consequences if a store gets repeated meal break violations?
Getting fined
Giving
Give time and resources to support each other and communities
What happens if the register is over/short?
Go over the cash handling procedure with associate; first warning — written up — termination
What are the 5 steps SOP for running the drive thru?
Greet: welcome the guest within 5 seconds, offer/suggest promotional item Ring up: ring up food prior to packing when it's one person, food must be rung up before the guest leaves the order confirmation board, condiments must be offered when the guest orders any entrees or appetizers that come with the sauce Fulfill: use a tray to separate drive thru orders, pack items according to grill ticket Service and Accuracy: Greet guest, repeat order if needed, collect payment and provide receipt Thank: thank guest
What is required to complete a tax-exempt transaction?
Guest name, should present tax exempt ID card, enter tax ID
7 Qualities
Happy Inner Want Perseverance Outstanding Coachable Commitment Learn On The Fly
What is Panda's policy on Sexual Harassment?
Harassment is unacceptable, corrective action, up to and termination
The Panda Way
Healthy lifestyle Continuous learning Developing others Acknowledging others
What are the 5 steps of service?
Hello and Welcome, Share a sample, Share a craving (appetizers), Quench a thirst, Thank You
Growth
Humble and open to new ideas as our world constantly changes
Proactive
Identify opportunities for growth and lead others to create the future we envision
What should you do if a guest wishes to exchange an entrée after it has been served?
If the entree is behind the counter or whether the guest has received the combo plate, you discard the item and ask the guest if they would like the new entree in same plate or in a separate one
Why is it important for associates to be knowledgeable about menu items? Can associate explain the catering menu options?
In case of a catering order or allergies Small Party PK: 2 sides & 2 entrees, 12-16 people, $102 Med Party PK: 3 sides & 3 entrees, 18-22 people, $143 Large Party PK: 4 sides & 4 entrees, 26-30 people, $185
Why is the end-of-day process important?
It updates the system for the next business day
What is purpose of the safe wizard?
Keeps records of money in the safe and who counted the safe daily
What happens when a key holder transfers or leaves panda?
Keys get returned
Demonstrate how to ring up a kid's meal
Kids meal > Upgraded drink > Side > Entree > Bottled drink/Fountain size
What is the purpose of being familiar with different gift card designs?
Knowing which gift cards are acceptable at the store
What equipment is used at the wok station?
Large Wok: used for cooking R1 & M1 Med Wok: entrees, soup, sauce Small Wok: used in some regions, entrees, soup sauces Chinese turner: used for turning the food to avoid burning Ladle: stirring and mixing food Burner tip cleaner: used to clean burner for a good flame Brush: cleans the woke Stainless steel scrubby: to scrub off food
Cashier Accountability Policy
Log in with 7 digit/Pin, after counting, no sharing registers, ring up correctly, know how to spot counterfeit money, not be over/short 3
What can you do to prevent a slip and fall from occurring?
Mark spill with a cone and clean up immediately, when a spill occurs you. n also get another team member to stand by to alert others
Shift Leader
Module 1 & 2. Guest love and store operation, enroll team and build emotional connection, service with heart, food with passion, and ambiance with pride
Assistant Manager
Module 1, 2 & 3. Accountability for the successful day to day operations, responsible for assisting GM, delivering exceptional guest experience, achieve financial results/targets
General Manager
Module 1-6. Pass GO 100, uphold and instill high operation standards to achieve our PGF, team builder, trusted leader, recruit, train, coach and develop our associates to deliver exceptional Asian Dining, promote, model values and panda way. Training leader is next step
Counter Help
Module 1. Guest love builder by emotional connections through service with heart, food with passion and ambiance with pride. People development to grow in career
Which sinks are you allowed to wash your hands?
Only on sinks made for hand wash, not the food prep or dish washing sink
What are the 3 drive-thru associate roles and what do each role do?
Order taker 1. Welcome Guest in 0-5 seconds and inform guest of promotional entree 2. Ring up, confirm order, offer condiments and provide total to guest Runner 3. Fulfill order using packing system Cashier 4. Greet guess, confirm order, and collect payment and provide receipt 5. Present order and thank guest
What is the Associate Handbook?
Overview of Key Policies. Serves as a coaching and learning tool for all associates when they have questions.
Demonstrate how to maintain cleanliness in the FOH
Parking lot by picking up trash/cigarettes, maintains the bathroom stocked, tables cleaned and sanitized, floor is swept, windows and doors wiped clean, trash not full
What is the maximum amount of times the phone should ring before being answered?
Phone should ring 3 times
What are Panda's Values?
Proactive, Respect/Win-Win, Growth, Great Operations and Giving
What type of thermometer is used for taking food temperatures?
Probe thermometer is for entrees and food in prep and walk in
What should you do if you see something that is unsafe?
Report anything unsafe to your supervisor (water leak)
When should End-of-Shift drawer audit be completed?
Reported at the end of every shift
What is the correct way to take and document food temperatures?
Rinse and sanitize before and after every use, inset at least 1/2 inch into the thickest part of the food (140 F above - hot), use alcohol wipe to sanitize before putting in another food. Document temperature on temperature log
How often should food on the induction warmer be rotated and stirred?
Rotated and stirred every 15 mins from bottom to top
What reports are available on the back-office computer?
Sales detail report, sales, tax, total of credit card transaction, corr. err, void, refund cash, refund cc, coupons and discounts
What are different ways to associates can raise concerns regarding sexual harassment? What are the signs that it might be occurring?
Speaking to supervisor, area coach, regional director, HR. Signs would be wanting to change shifts and not coming in
What do you do if a guest asks you to customize their entrée?
Suggest an alternative/similar entree
What does it mean, "To Be Loved By Our Guest"?
To be loved by our guests is making them feel welcomed, then leaving happy and satisfied to where they'll end up returning to our store
Why is it important to prevent sexual harassment in the workplace?
To create a safe and comfortable environment for associates
Why is mid-shift drawer audit important?
To make sure it's not short or over, along to prevent theft
Why is it important to check the cctv recorded footage daily?
To make sure it's working and recording at all times
Why is proper hand washing important?
To prevent cross contamination and bacteria
What are the different ways an associate can raise a concern?
To raise concerns you speak directly to supervisor, area coach (Emily), regional director (Philip) and HR
How do you organize the different types of food in the walk in cooler?
Top 1st: Ready to eat 2nd: Shrimp 3rd: Pork 4th: Beef Last 5th: Chicken
What type of information is available on electronic journal?
Transaction reports, cashier name, check #, register #, transaction date/time, deleted item, order detail, sales amount, method of payment
Respect/Win-Win
Treat each other with respect and seek "win-win" relationships with guests, business partners and our communities
How often does a mid-shift audit need to be performed?
Twice
What does U and the 4Hs stand for?
U: Uniform H: Health H: Handwashing H: Hand care H: Hair
What are the main causes of wok fires?
Unattended woks, grease buildups, using too much oil to cook, rusty/cracked or broken drum
Great Operations
Upholding our operating culture in our restaurants and support center. Being committed
How can you prevent cross contamination?
Using separate knives, cutting boards Cleaning surfaces between use Organizing food from top to bottom
How is awareness related to workplace safety?
With awareness it's constantly being cautious over hazards.
What do you do in the event of a kitchen fire?
if safe, turn off all burners, leave exhaust fan on, use class k fire extinguisher, pull Abdul ring if safe, call 911 for uncontrollable fire, never use water or wok lid or cold oil on any grease fire
Types of Violations
• 1st meal break started past the 5th hour, 2nd meal break started past the 10th hour for a shift of more than 12 • Meal break taken less than 30 mins • Missing 2 meal breaks for a shift of 12 hrs or more • Missing 2nd meal break started by the 10th hr for a shift of more than 12 • Missing meal break for a shift of 6 hrs more or 12 hrs less
