McDonald's Crew Trainer Test

What is hospitality as it refers to McDonald's?

-Hospitality is a culture we create within our restaurant. -We want to create an atmosphere where the customers feel welcomed and comfortable. -We should go out of our way to do things like carry out trans, open doors, balloons and stickers for kids, look for a specific toy even if you have to go downstairs or take it out of the display -if you are within 5 feet of a customer, you should greet them and interact with them

McCafe beverages:

-all drinks should be stirred 12 times when being made -the cup must be marked before you begin to make it -iced drinks get ice first then syrup -always ask the customer if they want whole or nonfat -latte's don't get whipped cream and drizzle

The other times you should be washing your hands:

-at the beginning of a shift -when you change work stations -after doing any cleaning task -after using the rest room - after touching your face, hair, or clothes - after you pick something up off the floor - after changing a garbage - after checking lobby - after sweeping and mopping

McCafe drinks get the following amount of syrup:

4- sm 5- med 6- lg

What are enemies of the vats?

Certain things cause our oil to become old more quickly, for this reason we call them "enemies of the vats" and try to avoid contact with these items and the oil at all times.

Eco Sure

Eco sure is a third party company that will come inspect us unannounced -their main objective is food safety

What are holding times?

Holding times are how long a product is good for after it has been cooked. French fries are good for 7 minutes, hash browns are good for 10.

Why don't you squash a roach?

It releases the babies

Any and every open product...

MUST BE CLOSED so that means open meat cases, folded egg, open bag of muffins, selects, buns, etc must be folded over and covered to be closed. -something like open bags of cheese not used completely must be saran wrapped and timed and dated

What does OEPE stand for?

Oepe stands for order end present end

Where is your non spill kit and how do you handle it?

Our kit is in our salad area with all proper instructions -the instructions also hang in our office bulletin board and we clean it up with peroxide and paper towels and gloves

Who makes the decision to park the car in drive thru?

The runner

What does VCMS stand for?

Vertical Cabinet Management system

Hand washing

hand washing procedures are a very important part of our everyday routine in the restaurant business. Like the procedures with gloves improper hand washing procedures can cause our customers to become ill, and in fact is the #1 cause of food illness's to spread -E-coli in taco bell began with one employee who did not properly wash his hands

Eco Sure will check every...

hand washing station including bathrooms are equipped with the right utensils, soap, hand sanitizer and paper towels

It is part of your job to...

inform every customer about the voice, let them know they will receive a free sandwich for their next visit upon completion.

KVS

kitchen video system (monitors in grill)

Who is the founder of mcdonalds?

ray croc

What is the number 1 customer complaint we receive at McDonald's?

rude employee

Things to prepare for the window CEV:

-do NOT ask if they want cream and sugar for coffees in it or on the side, it is "made for you" coffee and we must assume it goes inside the coffee unless the customer tells us otherwise. -give them their receipt, tell them their order number, and direct them to the right side of the counter where the food comes out. -ketchup, napkins, straws must automatically be placed on their trays.

For Eco Sure visits you must make sure that...

-ice machine, buckets, and ice bins are free of any mildew or build up (meaning they must be very clean) -ice scoops must be visible and used -nozzles for soda stations must be clean and free of debris -no still water may be found anywhere -any broken or cracked equipment is not good and must be replaced -nothing can be under a waster line in the basement -everything in the basement must be 2 feet or less from the ceiling -no towels left out anywhere, not being used must be in dirty bucket -clean towels must have 2 times on them, 1 for 2 hours which is how often you check them and 1 for 4 hours which is how often you change them

The proper way to wash your hands, which will be watched and expected during a food safety (eco-sure visit) is the following:

-pull a small portion of paper towel down from the dispenser -turn the water on and wet your hands -put soap in your hands and wash them thoroughly for a minimum of 20 seconds -rinse thoroughly -when complete rip the paper towels down from the dispenser that you need to then dry your hands efficiently with

For breakfast hours during a CEV:

-they will almost always order a platter, do not ask if they want butter, jelly, etc. it must automatically be given on their tray or in their bag -big breakfast with hotcakes gets 1 jelly or jam, 1 syrup, 2 butters, fork and knife, salt and pepper, and ketchup -big breakfast without hotcakes gets 1 jelly or jam, fork and knife, salt and pepper, and ketchup

Important items to remember during a CEV:

-when taking orders in drive thru during "shop time" always use smart order taking and ask ask tell procedures. Failure to do so will result in loss of points on the shop. -any hot drink or mccafe beverage must be marked -every hot drink must receive a stirrer -make sure you inform the grill team what food is for the shop so they use the freshest product possible -use the newest fries, if necessary park them and wait for fresh product

List in proper order of assembly: big mac, oatmeal, med drink, large fries, 2 apple pies, and a salad.

1- oatmeal 2- drinks 3- big mac 4- salad 5- 2 apple pies 6- large fries

What are the 3 ups?

1. Back up: when you have nothing to do in your area the first thing you should do is look to see if you can assist in another area. 2. Clean up: if no one needs help, you should clean up. 3. Stock up: if you have no customers and no one else needs help and the store is clean then you should begin to stock up.

The 6 steps of service:

1. Greet the customer- "hi how can I help you today" or some variation of this, you must say HI or HELLO to the customer. 2. Take the order- use smart order taking, suggestive sell etc. 3. Take the money- say "out of" so both you and the customer know what they are paying with and there is no confusion on the change. 4. Assemble the order- fries and ice cream ALWAYS last, oatmeal always first. 5. Present the order- call the order out by its number and the main item. 6. Repeat business- "thank you please come again".

The 5 steps to customer recovery:

1. Introduce yourself- let them know who you are, use their name, and make it personal. Listen attentively, do not interrupt and never argue. 2. Offer a sincere apology- they expect and deserve it. 3. Make it right- do whatever it takes to make them happy. 4. Fix it operationally- find out what went wrong and why to cause the complaint and reassure the customer you'll fix it for the future. 5. Go for the "wow"- go above and beyond their expectations and build a relationship for future visits.

What is the 4 step method to training?

1. Prepare: make sure you have everything you need in order to properly train, training soc's or training table is ideal. 2. Present: explain how to properly work the area you are training in, show them step by step what to do and how to do it. 3. Try-out: now let them try, but stay with them to give feedback, help them when needed. 4. Follow up: let them do things on their own and provide constructive criticism if necessary.

What are the 7 enemies of the vats?

1. water 2. heat 3. air 4. time 5. carbon 6. detergent 7. salt

How long is coffee good for in glass pots?

1/2 an hour

How many sandwiches can you make at a time when working table in grill area?

2

The total experience time should not exceed...

3 minutes and 30 seconds.

If your name is mentioned in a comment ____ times, you will receive...

5 $25 gift card

You have ________ to prepare a CEV order.

60 seconds

The service time should not exceed...

60 seconds on window and 90 seconds in drive thru.

What are danger zones?

A danger zone occurs when there is more than 3 orders on any screen or 3 or more customers on a line. Three orders on side 1 in grill area is a danger zone- which means everyone should be in position ready for the rush. The same idea goes for every area of the store, 3 or more cars in line or orders on the screen.

What item should every customer receive?

A receipt

What is food safety and why is it important?

Food safety is a book we complete twice a day when we switch from breakfast to lunch, and vice versa. We do this to ensure a safe quality product is being served so no one gets sick. We check the temperatures the food is cooked to, and the temperatures refrigerated and frozen food is kept at.

What does fat-tom stand for?

Food, Acid, Time, Temperature, Oxygen, Moisture These are the causes of bacteria

What are the three characteristics of french fries that our customers expect?

Hot, fresh, salty

What is the main order of placing items on a tray?

Oatmeal ALWAYS goes on the tray FIRST, then drinks and sandwiches. Fries and ice cream ALWAYS LAST.

These are the holding times for products you should know:

Pies: 4 hours Cookies: 4 hours Sweet tea: 8 hours Unsweet tea: 8 hours Iced coffee: 12 hours Urn liner: 24 hours

What are the 6 steps of service?

The 6 steps of service are the procedures we use in taking and preparing customers' orders, to again ensure consistency to out customers.

What is the sauce policy?

The sauce policy is a guide we use to determine how many sauces a customer gets in relation to the food they ordered. We use this policy to ensure consistency to our customers and to help control food cost.

What do they do during a CEV?

They come through the drive thru as a customer and grade us on our hospitality, friendliness, cleanliness, speed, and quality of food. After going through the drive thru, they dine in as a front counter customer and use the bathroom.

What are the 5 steps to customer recovery?

This is the correct procedure to follow when dealing with a customer complaint.

What do holding times mean?

This means that after the holding times on the items has past, it needs to be wasted because it is no longer good.

What is the total experience time for drive thru?

Total experience time begins when the customer gets on line and ends when they leave with their order.

How is VCMS used?

VCMS refers to using the prep charts kept in the grill area above the cabinets to ensure we are providing the best possible quality to our customers, and adjust our levels to fit the sales. It is important for the people working in the kitchen to follow the charts to make sure they aren't keeping too much food- causing poor quality to our customers or the opposite, not keeping enough causing poor service for our customers.

The inspector will ask what the symptoms an employee cannot work are. What are they?

Vomiting, jaundice, diarrhea, fever with sore throat, open cuts or sores

How do you certify your crew in food safety?

When hired we review the food safety soc and use Fred on the floor to continue to do shoulder to shoulder training

Proper way to place items in the oven:

When using 1 tray, it should always be placed in the middle. Using 2 racks top bottom, the top racks is #2, middle is #5, and bottom is #8.

Why should you park cars?

You should park cars as a tool to help push your drive thru line at all hours of the day not just the busy times. If the car is at your window and you don't have the order together, it should be parked even if you don't have the next one.

When does a CEV happen?

a CEV happens once every 3 months. They can come between 7am-9:45am, 11:30am-2pm, and 4:30pm-7:30pm.

What is a CEV?

a CEV is a shop by our corporate field consultant.

The coffee pots should be timed for...

a half hour from when you brew the pot, once it reaches that time if there is anything left it is to be wasted.

How small must a hole be for a mouse to get in?

a pencil

For the walk in freezer,

any box that is open must have the corners closed. -things in freezers and fridges up here have been folded over to be closed, to prevent from being exposed to air and bacterias

The back 4 compartment sink must also...

be set up -the 1st is hot water and soap, and water must be at least 110*F -center compartment empty for rinsing -last compartment is room temp water between 65-85*F. if it is too hot, the sanitizer will burn off too fast -the orange strips are for the back sink. for this one you don't just dip it in quick, you put it under the water and hold for 10 seconds. Goal is 200-300 concentration which is green

Blue gloves:

blue gloves are used specifically and solely for the use of cooking RAW foods, which includes meat, chicken, eggs, sausage, etc.

FIFO

first in first out, always use oldest product first

Eco Sure will do...

food safety itself, testing the temperatures of the meat -the meat must hit 58 as a minimum -if even one patty in the run doesn't hit then it is all garbage and you need to adjust the cook time -for regular meet, we probe patties 1, 3, 7, and 8, which is the corners so if you are ever unsure it is the corner patties -you probe the meat patty from the center of the meat

Eco Sure will check that every hand sink is...

free of any debris showing it was used for anything other than hand washing, ex: coffee grins, soda, or shake etc

Eco Sure will look in every...

fridge and freezer to make sure there is a thermometer in there and that it meets the correct temperatures -Fridges 34-40*F, freezers 0*F or below

Fry Procedures:

fries must always be cooked from frozen.

When dropping fries in the oil, you start...

from the left and drop 1 basket in the 1st vat, the next basket goes in the 2nd vat, and the 3rd in the 3rd vat.

After they leave drive thru,...

get someone in the lobby and the bathrooms immediately. -make sure the person you trust most to take the order correctly on window is free and waiting to take their order when they come inside -inform the grill which order is for the shop

HBO

hand bag out: the bag always gets handed out first, then the drinks -be ready at waiting for the customers to pull forward, don't wait till they are there to get everything together

Eco Sure will watch...

hand washing procedures and ask to see the chart and timer you have in place to help assist you carry out this program

HLZ

heated landing zone or "the bin"

What are the reasons you would need to shut down the restaurant?

no power, no water, no sewage, pest infestation, fire

When removing meat or chicken after its finished being cooked, the employee should...

not be wearing gloves at all

The sauce policy is as follows:

nuggets: 4pc-1 6pc-1 10pc-2 20pc-3 tenders: 2pc-1 4pc-1 6pc-2 10pc-3 fries: sm-1 med-2 lg-3

The minimum for hand washing is...

once an hour, which is why we have implemented our timer and cart to ensure the procedures are done and followed up on

When working in the kitchen, the person working meat and chicken should...

only ever be wearing blue gloves and NEVER SHOULD THEY BE WEARING CLEAR GLOVES -this is to prevent cross contamination between the raw and cooked products

Clear gloves are used to

prepare precooked foods only, like salads, parfaits, burritos making sweet teas, working table in grill, dropping cookies and pies and hash browns

When placing items for front counter, you always...

provide correct napkins, straws, etc.

When meat or chicken needs to be dropped, the employee will...

put on their blue gloves, drop the product then IMMEDIATELY discard them, you cannot touch the handle of the basket, or even touch the button on the grill to begin cooking the meat before you take off those gloves. -the idea is that now that you've pressed that button to start cooking the meat with the glove on, the next time you press that button you are transferring raw meat residue and can cause a customer to become ill.

What are the reported illness's an employee cannot work with:

remember HENSSS -Hepatitis-a -E-coli -Non virus -Shigella -Salmonella -Salmonella non typhoid

The towel buckets are...

room temp water and sanitizer packets -we have test strips to make sure the right level of sanitizer is being used, and you want the strip to turn purple

Total experience time differs from service time in that...

service time begins when you greet the customer and ends when they receive their order total experience time begins when the customer gets on line.

Glass pots that are almost empty or are empty should never

sit on any burner because this ruins and can break the pots

Glass pots that are full should never

sit on the bottom burner

Smart order taking:

smart order taking means to always suggest the customer with an option- don't ask them what they want. EX: If they ask for a number 1 you say "is that large with a coke?" If they order nuggets you say "would you like bbq sauce with that" If they order a salad suggest crispy or grilled don't ask which one, same goes for happy meals etc. You should ALWAYS suggest the more expensive option so you always ask if they want the meal/drink/fry etc large.

There will always be...

some form of contest for the voice where we have to do better than our other locations, use the voice to show our bosses who we are and what we can do. Go above and beyond for every customer and our voice scores will reflect your hard work

Eco Sure will test every sink's

temperature- which must be above 100 degrees

Once the vat beeps saying QUAL, it means

the fries cooked in that basket have been out for 7 minutes and are no longer good and are to be wasted in the waste bucket.

What does OEPE refer to?

the time from when you begin a customer's order in drive thru to the time you serve if off and they leave

The voice:

the voice is an important part of your job, and a great tool to help increase your customer's satisfaction -the voice is a survey done online by the customer in which they rate our service, hospitality, quality, cleanliness, etc.

The proper way to react to a danger zone is...

to have everyone hold up from what they are doing and focus on the customer.

When the fires beep the 1st time, it means...

to lift the basket fully out of the oil and shake the basket to prevent them from becoming stuck together.

Another way to help push your line is...

to run the smaller orders on your screen to the person taking money. You should be using these 2 procedures every day.

As crew trainers, it is your responsibility to...

understand these procedures and their importance and assist the managers in the smooth running operations of these procedures day to day.

UHC

universal holding cabinet (cabinet where cooked food is kept)

In the circumstance where you need to drop 2 baskets in the same vat, you must...

wait at least 30 seconds before putting the second one in, otherwise the temperature of the oil will drop and they won't cook correctly effecting the quality of your product.

Why do we use smart order taking?

we use smart order taking to help make the order taking time and total experience time shorter

Hospitality needs to be...

what sets us apart from the rest of the fast food industry to keep our customers happy and coming back

When the fries are finished cooking,

you must hold the basket above the oil for 10 seconds in order to drain the extra oil to prevent making a mess and to prevent loss of oil. OIL IS EXPENSIVE, KEEP IT IN THE VAT