rtt table of contents 12.09:tr contents - · pdf filebroilerbroiler step 1 — preparation...

� TrainRight Guide– Salads................................................................. 05/09

� WorkRight Guides– Salad Prep Flow..................................................12/09– Chicken Chopping................................................. 06/06

� StationRight Guide– Salads..................................................................05/09

� TestRight Guide– Salads..................................................................12/09

SaladsSalads

Main BoardMain Board

Table of ContentsTable of Contents

Introduction� Introduction ........................................................08/06

Introduction

� TrainRight Guide– Main Board................................................................12/09

�WorkRight Guides– PHU Timer Bar Guidelines.............................12/09– WHOPPER® Sandwich......................................... 07/07– WHOPPER JR®. Sandwich....................................... 07/07– Low Carb WHOPPER®...........................................07/07– Hamburger/Cheeseburger/Dbl Cheeseburger..07/07– BK® Stacker Sandwiches.................................... .02/07– Steakhouse XT™ Sandwich............................... 01/10 – A.I.® Steakhouse XT™ Sandwich...................... 01/10– BK VEGGIE® Burger..............................................10/06– Bun Toast ing and Holding......................................08/09– Main Board-Product Holding............................. 12/09

� StationRight Guide

– Main Board.......................................................... 12/09

� TestRight Guide

– Main Board.............................................................. 12/09

� TrainRight Guide– Fryer.................................................................... 10/06

� WorkRight Guides

– French Fries....................................................... .10/06– French Fry Serving............................................ 10/06– Multi-Product Fryer - Menu Items.................... 10/06– Multi-Product Fryer - Side Item........................10/06– Shortening Filtering Instructions...................... .04/08

� StationRight Guide

–Fryer.................................................................... 10/06� TestRight Guide

–Fryer....................................................................10/06

BroilerBroiler� TrainRight Guide

– Broiler................................................................. 12/09– KITCHEN MINDER™.............................................. 12/09

� WorkRight Guides– KITCHEN MINDER™................................................ 12/09– NIECO® Broiler – 900 Series..................................12/09– NIECO® Broiler – MPB94/9000 Series.................. 12/09– Duke Flexible Batch Broiler............................... 12/09

� StationRight Guide– Broiler............................................................ ......12/09

� TestRight Guide– Broiler...................................................................12/09

FryerFryer

� TrainRight Guide– Specialty Board.......................................................12/09

� WorkRight Guides– Chicken Sandwich.............................................. 11/06– TENDERGRILL® Chicken Sandwich.....................11/07– Low Carb TENDERGRILL®...................................11/06– BK BIG FISH® Sandwich.........................................07/07– TENDERCRISP® Chicken Sandwich................... 07/07– Spicy CHICK’N CRISP® Sandwich...................... 07/07– CHICKEN TENDERS® (4-pc, 6-pc & 8-pc)............. 07/07– BK® Chicken Fries................................................... 11/07– Funnel Cake Sticks..............................................11/09– Specialty Product Holding.................................. 08/08

� StationRight Guide– Specialty Board.................................................. 11/06

� TestRight Guide– Specialty Board.................................................. 11/07

Specialty BoardSpecialty Board

� TrainRight Guide– Breakfast.............................................................12/09

� WorkRight Guides– Breakfast Oven Prep.............................................. 07/07– Multi-Product Fryer - Breakfast Menu Items... 10/06– CROISSAN’WICH®..............................................11/06– DOUBLE CROISSAN’WICH®.............................. 11/06– Biscuit Sandwich................................................11/06– Ham Omelet Sandwich..........................................05/07– Cheesy Bacon BK WRAPPER®.............................. 03/08

� StationRight Guide– Breakfast...................................................................08/08

� TestRight Guide– Breakfast................................................................... 10/06

BreakfastBreakfast

Drive-Thru ServiceDrive-Thru Service

� TrainRight Guides

– Service - Front Counter/Drive-Thru................. 11/06– Service - Recovery/Special Needs................ ... 05/09

WorkRight Guides– Front Counter Service - Order Taking.............. 11/06– Front Counter Service - Expediting................... 11/06– Friendliness ........................................................... 11/06– Guest Recovery .....................................................05/00– Service Behaviors - You Make the Difference. 05/09– Serving Guests with Disabilities....................... 12/09– Soft Drinks ..............................................................12/06StationRight Guide– Service - Front Counter/Drive-Thru................... 12/06

TestRight Guide– Service - Front Counter......................................... 11/06

Front Counter ServiceFront Counter Service

� Introduction– Wash By Numbers Hand Washing Guide..... .2006– Product Level System.........................................04/05

� TrainRight Guide– Product Level System..........................................04/05– Micro-ways Simplification................................ 12/05

� WorkRight Guides– PLS - Batch Cooking*...................................... ....04/05– Special Condiment Requests........................ ...07/04– Microwave Procedures.......................................12/05– High Speed Toaster Cleaning Proceedures..11/07

MiscellaneousMiscellaneous

Test Keys 05/07Test Keys 05/07

TR-CONT-E 12/09

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger KingCorporation (outside USA). All rights reserved. Confidential and proprietary infor-mation of Burger King Corporation.

LTO/OptionalLTO/Optional*� WorkRight Guides

– Rodeo Cheeseburger............................................02/06– Mozzarella Sticks.................................................02/06– Tacos...................................................................... 07/04

*Available only on OPS Connect

� TrainRight Guides– Service - Front Counter/Drive-Thru.......................................................(See Front Counter)– Service - Recovery/Special Needs..........................................................(See Front Counter)

� WorkRight Guides– Drive-Thru Service - Order Taking................... 05/09– Drive-Thru Service - Expediting...................... 11/06– Friendliness (See Front Counter)– Guest Recovery (See Front Counter)– Soft Drinks (See Front Counter)

� StationRight Guide– Service- Front Counter/

Drive-Thru......................................(See Front Counter)

� TestRight Guide– Service - Drive-Thru..............................................05/09

BroilerBroiler

Step 1 — Preparation

Burger King Corporation Confidential and proprietary information of Burger King Corporation.

Get Ready

Equipment� Turn equipment ON prior to training, if warm-up is

required� Prepare utensils� PLS Charts/KITCHEN MINDERTM

Where - Broiler areaWhen - Nonpeak periodsTraining Materials� Broiler DVD, if available� KITCHEN MINDER™ DVD� WorkRight Guides:

— Broiler – 900 Series— Broiler – 9000 Series/MPB94— Broiler – Duke — Main Board Product Holding

� StationRight Guide:— Broiler

� Wash By Numbers Hand Washing Guide� Evaluation Checklist in the Passport� TestRight Guide (Remove answers from

previous learner)� Sanitizer solution (minimum 100 ppm when

freshly prepared)� Red Cloth

Reference Materials

� OPS Manual

Prepare the Learner

� Introduce yourself to the Team Member, if notalready known

� Ask about Team Member’s prior work experienceto determine the level of familiarity with the task

� Explain the importance of production:

Gold Standard for Guest satisfaction

Correct procedures followed to ensure safety of Guests and Team Members

� Create enthusiasm for learning� Express your confidence that the Team Member

can handle the task� Explain how you will apply the 4-Step Training

Method

� Review the objective:

Prepare each broiled product to the GoldStandard for neatness, speed and sanitationto ensure product quality, consistency andGuest satisfaction

TrainRight Guide

Step 2 — Explanation and Demonstration

(Explain and demonstrate the following topicsbased on details from the OPS Manual)

Explain Product Preparation

� DVD introduction(Provide Broiler DVD [Duke Only] and WorkRightGuides for Broilers)— Demonstrate how to use DVD player— Have learner complete the Broiler DVD, if

available— Have learner complete the

KITCHEN MINDER™ DVD.� Hand washing (Provide Wash by Numbers

Handwashing Guide)— Demonstrate how to wash hands

TR-BR-EN 12/09

Explain StationRight Basics(Provide Broiler StationRight Guide)Setup� Demonstrate how to:

— Prepare sanitizer solution (100 ppm whenfreshly prepared)

— Clean and sanitize the work area� Explain:

— What is stored in the meat-well freezer— Why product in the meat-well freezer is kept

2 in. (5 cm) below the frost line— Where additional supply of product is stored

� Explain how to use the PLS/KITCHEN MINDERTM

to determine amount of product required for thecook cycle

Ongoing� Demonstrate how to check sanitizer solution

using sanitizer test strip and change sanitizersolution when soiled or falls below 50 ppm

� Demonstrate how to wash/rinse/sanitize thebroiler loader assembly and product dischargeparts every four hours and explain why.

� Demonstrate how to wash/rinse/sanitize utensils,pans and removable equipment parts. Explainwhy it must be done every 4 hours.

� Explain the use of the PHU Timer Bar and PHUmanagement

� Demonstrate and explain how to use:— “Lift-N-Grip” tongs (only for frozen beef product)— Blue tongs (all frozen non-beef products)— Red tongs (only for cooked product)

� Explain procedures to prevent cross-contamination--tongs, hand-washing, etc.

� Demonstrate safe operation of the:— NIECO® Broiler (power switch, setting belt

speeds, EMS operation)— Duke Broiler (including: power switch, loading

indicator light, control panel)— Steamer

Close (when applicable)� Explain what product to discard� Demonstrate how to record waste� Demonstrate how and where to store unexpired

product

Step 3 — Performance and Praise

Confidential and proprietary information of Burger King Corporation.

� 1. Have the Team Member practice all the stepsfor each of the following tasks:— Hand washing— Cooking product— Setting up the station— Maintaining the station— Closing the stationProvide any help the Team Member requiresand correct performance as you go. Providepositive reinforcement and praise the TeamMember’s performance.

� 2. Have the Team Member practice the stepswithout any help:— Using the cooking equipment to prepare

all of the product previously listed— Using the PHU Product Quality Timer Bar

and PHU pans— Cleaning and sanitizing the production areaPraise the Team Member’s performance

� 1. Administer TestRight Guide� 2. Observe Team Member performing tasks to certify performance

Use the Performance Evaluation Checklist in the Passport to record Team Member’s performance

If Team Member . . . Then . . .

Consistently performs Sign and date the Performance Evaluation Checklist in the Passport

Does not consistently Assign additional practice until the Manager decides Team Member is ready perform to standard to try certification again

� 3. Once the Team Member is certified to perform the basic production tasks, provide Speed Tips:— Alternate which product you send through the broiler so that production does not run out of any

specific product.

Step 4 — Follow-up

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. TR-BR-E 12/09

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). WR-KITMNDR-EN 12/09All rights reserved. Confidential and proprietary information of Burger King Corporation.

1

Each line represents an action required forone pan of product. In this case, discardpan of Fish

This number, 12, is the total number ofpatties/pieces that need to be cooked andplaced in a PHU pan. In this case, cook 12

This is the name of the product on whichaction should be taken. In this case,Burger patties need to be cooked

Product Status: Cook

Check MarkProducts need to bemarked when they arein the process of beingcooked

In this case, mark 12 Burger

To Mark a Product:Press the UP or DOWN Arrow Keyto move the cursor tothe appropriateproduct

Press the leftfunction key tomark product

Place the PHU pan with thecooked product in theappropriate PHU cavity

Press the appropriate PHUTimer Bar button

After pressing thebutton, the product thatwas cooked, in thiscase 12 Burger pattiesdeletes from theProduct Status Screen

Product Status: Cook2

All needed pans arefull of product

No additional product needs to be cooked at this time

The quality grade displayed in the kitchenreflects Team Member performance for the last 30 minutes

This measures how well Team Membersfollow the KITCHEN MINDER™ and PHUTimer Bar lights

To improve your grade throughout the day: – Follow KITCHEN MINDER™ Action

Requirements – Press appropriate PHU Timer Bar lights

Product Status: Full41

WorkRight Guide

>Product Status: COOK >01:30 PM

Discard Fish3 12 Burger

> Cook 03 TCrisp

3 Level 380+000 DP2 Bud Off



> Cook 03 TCrisp



Discard Fish> Cook 03 TCrisp




> Cook 03 TCrisp




> Cook 03 TCrisp



All Pans Full


Quality Grade Display5

When Product Has Cooked3

KITCHEN MINDER™KITCHEN MINDER™

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. Confidential and proprietary information of Burger King Corporation. WR-BR-EN 12/09

1

WorkRight Guide

NIECO Broiler – 900 SeriesNIECO Broiler – 900 Series

Check...

Production Schedule/

KITCHEN MINDERTM

Product in holding

Hold

Burger and WHOPPER® patties

Inspect patty

Take pattyfrom meatwell freezer

Place burger orWHOPPER®

patty on meat chain

1/4 in. (.6 cm) apart

Check holding time

Inspect fillet

Discard

Record as waste

If expired . . .

TENDERGRILL® Fillets

1/4 in. (.6 cm) apart

Take fillet fromdispensing unit

Place on right side of broiler meat chain, glazed side up

Place pan in a sealedPHU slot

Press timer control button...and the light turns green or yellow

WHOPPER® pattiesMaximum 9 per pan

Burger pattiesMaximum 12 per pan

TENDERGRILL® filletsMaximum 8 per pan

Patties can not overlap or touch chain knuckles

Follow proper rotation of product. Discard product when expired

4

For Chicken: Replace black handlecatch pan with yellow handle pan.

Allow patties to drop into stainlesssteal catch pan.

Transfer product into PHU pan without a grate, shingled and chain stripes up. Transfer juices into PHU panfor burger and WHOPPER® pattiesONLY

Load2

Prepare 1 Unload3

Beef patties

Place PHU panin dischargeareaSteakhousepatties must be stacked atercooking

Chicken Fillets,or other flexchamberproducts

Place PHU panin discharge area

Store patties/fillets in a

PHU pan without a grate

Place pan in a sealedPHU cavity

Hold

WorkRight Guide

NIECO Broiler MPB94/9000 SeriesNIECO Broiler MPB94/9000 Series

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. Confidential and proprietary information of Burger King Corporation. WR-BR-EN 12/09

Check...

Production Schedule/ KITCHEN MINDERTM

Product in holding

Burger and WHOPPER® patties

Take patty from meat well-freezer

Inspect patty

Maximum stack on meat chain:8 WHOPPER® patties12 Burger patties

Place pattiesbetween pushbars

Separate patties before placing on chain

Meat Guides must be washed and sanitized every 4 hours

Load

Prepare1

4

Press timer control button...and the light turns green or yellow

WHOPPER® pattiesMaximum 8 per pan

Burger pattiesMaximum 12 per pan

Steakhouse XT™ pattiesMaximum 6 per pan

TENDERGRILL® filletsMaximum 8 per pan

Follow proper rotation of product. Discard product when expired

Chicken Fillets, or other flex chamber products

Allow all product in flex chamber to complete cook cycle prior to cooking a different product

Ensure correctproduct is displayedon control panel

Take patty/fillet from meat freezer

Inspect patties/fillets

Place patties/fillets on the flexchain

Place fillets glazed side up

2READY

BELT SELECTION

LEFT

WHOPPERTHICK

BURGER CHICKEN

SPECIAL 1 SPECIAL 2 SPECIAL 3

CENTER RIGHT

SELECT ENTER

RESET

L

1 2 3

654

C R

(1) (2)

(4)

(9)(8) (10)

(11) (12) (13)

(14) (15) (16)

(5) (6) (7)

(3)

No need to manually shinglepatties

IMMEDIATELY remove completedpan of patties/fillets from thedischarge area and place in theappropriate PHU cavity

Unload3

Neico 9000 series

Neico MPB94

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. Confidential and proprietary information of Burger King Corporation. WR-DBB-EN 12/09

Ensure broiler is ready for use:

Window displays“rdy”

Red light is OFF

Separatepatties/fillets. Place onloader tray

Loading Product Push up and in onloader handle

Push loader handle down

Pull loader outwhile pushinghandle down

Select product button.Cook time is displayedin window

Red light “ON”indicates productcooking. Do not loadanother batch until “off”

Place empty PHU pan in discharge area

Allow patties to fall intothe PHU pan

Only one product can be cooked at a time.Prioritize which product should be cookedfirst:

1

WorkRight Guide

Duke Flexible Batch Broiler Duke Flexible Batch Broiler

WHOPPER®, Burger & Steakhouse XT™ patties

TENDERGRILL® fillets

Discard meat juices BEFORE reusing thePHU pan Do NOT use TENDERGRILL® PHU pan for other products

Front LaneBack Lane

Cooking 2Product Batch Limit Hold TimeWHOPPER® Patties 8 00:45:00Burger Patties 12 00:60:00

Steakhouse XTTM Patties 6 00:60:00

TENDERGRILL® Fillets 8 00:60:00

Product Prioritizing3

DO

IF YES - Cook TENDERGRILL® fillets orSteakhouse XTTM patties as

indicated

IF NO - Cook Burger and/or WHOPPER®

patties first, then TENDERGRILL®

fillets or Steakhouse XTTMpatties

Back Lane: avoid placing product tooclose to loader door to avoid sticking

IFKITCHEN MINDER™ calls for

TENDERGRILL® fillets, Burger, WHOPPER®, and Steakhouse

XTTM patties

THEN

Are there enough Burger and WHOPPER® patties in the PHU

to last at least 6 minutes?

Manually stackSteakhouseXT™patties

Setup

� Wash hands

� Prepare sanitizer solution (minimum 100ppm when freshly prepared)

� Sanitize food contact surfaces

� Used to move beef patties from meatwell to broiler

� Used to move TENDERGRILL® fillet frommeat-well freezer to broiler

� Used to move cooked product frombroiler to PHU pan

� PHU pans — without grate — sealed lids� Put bun rack in easy reach of high speed toaster� Store product in meat-well freezer (2 in. [5 cm] below

frost line) � Only store enough product for a 2 hour period

in meat well freezer.

� Use partial bags from walk-in freezer first� In kitchens without a flex broiler, TENDERGRILL®

fillets must be properly thawed before cooking� Grease pencil

Ongoing

� Wash hands at least once every

� Check and change sanitizer solution if soiled or falls below 50 ppm


� Wash, rinse, and sanitize utensils, pans, and removable equipment parts every four hours

� Maintain stock in meat-well freezer � Maintain stock on bun rack� Use KITCHEN MINDERTM or Kitchen Production

Schedules (PLS) to maintain stock in PHU� Store tongs on top of closed bag of patties

between use

� Do not cross contaminate

Store empty bun racks neatly

� Follow all quality standards— Follow proper rotation of product— Check holding times— Discard product when expired

� Keep bun pillow packs closed� Keep plastic bags and meat-well closed when not

in use

Close

� Equipment

� Restock non-food items� Unused frozen product:

— Cover tightly— Return to the walk-in freezer

� Unused, unexpired, thawed product:— Cover tightly— Return to the walk-in cooler

� Close bun pillow packs

� Wash, rinse, and sanitize utensils,pans, and removable equipment parts

� Clean work area

� Sanitize work area

StationRight Guide

BroilerBroiler

Do not stack product in freezer higherthan chest level

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. Confidential and proprietary information of Burger King Corporation. SR-BR-E 12/09

For proper product placement, refer to theRestaurant Organization Guide (ROG) in

the Operations Reference Guide (ORG) forthe most recent Meat-Well Freezer layout.

Meat-Well Freezer

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. TR-BR-EN 12/09

Which tongs would you use to . . .

A. Move frozen beef patties from meat well to broiler?

B. Move cooked product from broiler to PHU pan?

C. Move Tendergrill fillets to the broiler?

Which of the following does not promote contamination

A. Keeping raw product smallwares separate from cooked product smallwaresB. Mixing old product with new productC. Using cracked or chipped pans and smallwaresD. Chewing gum while preparing sandwiches

How frequently do you clean the food contact surfaces of all broilers?

A. B. C. D.

What is the target cook-out temperature of beef patties?

A. B. C. D.

Which would you use to hold Steakhouse XTTM patties in the PHU?

A. B. C.

1

2

TestRight Guide

Broiler

3

4

5

Broiler

Instructions: Write your answer here.

Confidential and proprietary information of Burger King Corporation. (over)

160˚F(71˚C)

155˚F(68˚C)

165˚F(74˚C)

170˚F(77˚C)

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. TR-BR-EN 12/09

Product held in the PHU should be discarded and recorded as waste whenthe light on the Product Quality Timer is?

A. B. C. D.

When must patties/fillets be removed from the discharge area?

A. Within 5 minutes B. Immediately

C. Within 1 minute D. Within 30 seconds

What is the maximum number of burger patties you can store in a PHU pan?

A. 6 B. 9 C. 10 D. 12

What is the maximum number of Steakhouse XTTM patties you can store in a PHU pan?

A. 5 B. 6 C. 10 D. 12

TENDERGRILL® fillets are placed on the loader, glazed side down.

A. True B. False

6

7

8

9

10


TestRight Guide

Broiler continued




Burger King Corporation � TrainRight Guide � WHOPPER® SandwichesConfidential and proprietary information of Burger King Corporation.

Get Ready

Equipment� Turn equipment ON prior to training if warm-up

is required� Prepare utensils Where – Main BoardWhen – Nonpeak periodsTraining Materials� WorkRight Guides:

— Wash By Numbers Handwashing Guide— KITCHEN MINDERTM

— WHOPPER® Sandwich— WHOPPER JR.® Sandwich— Low Carb WHOPPER®

— Hamburger/Cheeseburger/DoubleCheeseburger

— BK® Stacker Sandwiches— Steakhouse XT™ Sandwich— A.1. Steakhouse XT™ Sandwich— BK VEGGIE® Burger— Bun Toasting and Holding— Main Board Product Holding— Special Condiment Requests

� StationRight Guide:— Main Board

� Performance Evaluation Checklist in the Passport� TestRight Guide (Remove answers from previous

learner)

� PLS Charts/KITCHEN MINDERTM

� Product� Grease pencil� Sanitizer solution (minimum 100 ppm when freshly

prepared)� Red Cloth

Reference Materials� OPS Manual

Prepare the Learner� Introduce yourself to the Team Member, if not

already known� Ask about Team Member’s prior work experience to

determine the level of familiarity with the task� Explain the importance of sandwich making:

Gold Standard for Guest satisfactionCorrect procedures followed to ensure safety of Guests and Team Members

� Create enthusiasm for learning� Express your confidence that the Team Member can

handle the task� Explain how you will apply the 4-Step Training

Method� Review the objective:

Prepare each sandwich to the Gold Standard for neatness, speed and sanitation to ensure product quality, consistency and Guest satisfaction

TrainRight Guide


(Explain and demonstrate the following topicsbased on details from the OPS Manual)

Explain Menu Item Preparation� DVD introduction

(Provide DVD and WorkRight Guides)— Demonstrate how to use DVD player— Have learner complete KITCHEN MINDERTM

DVD� Hand washing

(Provide Wash By Numbers Handwashing Guide)— Demonstrate how to wash hands

� Product Management— Explain why it is important to properly

monitor discard times— Explain proper use of PHU timer bar— PLS Chart/KITCHEN MINDERTM

� Sandwich assemblyProvide the WorkRight Guides and demonstratesteps as listed in the WorkRight Guide (ifapplicable) for: — WHOPPER® Sandwich— WHOPPER JR.® Sandwich— Low Carb WHOPPER®

— Hamburger/Cheeseburger/DoubleCheeseburger

— BK® Stacker Sandwiches— Steakhouse XTTM Burger— BK VEGGIE® Burger

TR-WHP-EN 12/09


Burger King Corporation � TrainRight Guide � Main Board Confidential and proprietary information of Burger King Corporation. TR-WHP-EN 12/09

� 1.Have the Team Member practice all thesteps for each of the following tasks:— Hand washing— Assembling sandwiches— Using microwave— Monitoring PHU hold times— Setting up the station— Maintaining the station— Closing the stationProvide any help the Team Member requiresand correct performance as you go. Providepositive reinforcement and praise the TeamMember’s performance.

� 2. Have the Team Member practice the stepswithout any help:— Preparing all of the sandwiches

previously listed— Marking the wrap for special order

sandwiches — Cleaning and sanitizing the work areaPraise the Team Member’s performance






� 3. Once the Team Member is certified to perform the basic production tasks, provide Speed Tips:— Watch the monitor and listen to the drive-thru speakers so that more than one sandwich can be

made at a time.


TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved.

Explain Special Condiment Requests(Provide Special Condiment Requests WorkRight Guide)

� Demonstrate procedures as listed in the Portioning andMarking Special Requests section of the Guide andshow how to mark the wrap for:— Heavy or extra condiments— Light or easy condiments— Minus condiment— Only one condiment— Plain, no condiments— Additional/substitute condiments— Cut in half

� Explain how to use the Portioning and Marking Add-onssection of the Guide

� Explain microwave button principles— Never microwave lettuce, tomato or raw onion— Explain when to use purple and gold buttons

Explain StationRight Basics(Provide Main Board StationRight Guide)

Setup� Demonstrate how to:

— Prepare sanitizer solution (100 ppm when freshlyprepared)

— Clean and sanitize the work area

� Explain how to use the Condiment Stock Guide todetermine if enough product is available for the mealperiod

� Demonstrate proper rotation of condiments and explainwhy this is important

� Demonstrate how to stock and arrange the condimentsand explain why they are arranged this way

� Demonstrate how to stock nonfood items

Ongoing� Demonstrate how to check sanitizer solution using

sanitizer test strip and change sanitizer solution whensoiled or falls below 50 ppm

� Demonstrate how to wash/rinse/sanitize utensils, pansand removable equipment parts. Explain why it must bedone every 4 hours

� Explain how to determine the number of sandwiches toassemble by using Heat Chute Charts, and Manager’sdirection

� Explain the use of the PHU Timer Bar and panmanagement

� Explain procedures to prevent cross contamination

� Explain how to maintain product quality (rotating,holding, and discarding)

Close (when applicable)� Explain what product to discard

� Demonstrate how to record waste

� Demonstrate how and where to store unexpired product

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. WR-QualControl-EN 12/0CONFIDENTIAL AND PROPRIETARY INFORMATION OF BURGER KING Corporation.

WorkRight Guide

PHU Timer Bar GuidelinesPHU Timer Bar Guidelines A+Solid Green: Use Product 1st, when pan is empty, press button

Solid Yellow: Use Green Product 1st

Flashing Green: Continue to use 1st. Product good, will expire shortly

Flashing Yellow: Continue to use Green Product 1st. Product good, will expire shortly

Flashing Red: Product expired. Discard food, press button and record as waste

Solid Red: Product needs to be cooked, refer to KITCHEN MINDER™ for quantities

Lights OFF: No additional product is needed at this time

*Always press the PHU Timer Bar button when food is placed in the PHU and/or the last patty is removed from the PHU pan

WorkRight Guide

Main Board – Product HoldingMain Board – Product Holding

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. Confidential and proprietary information of Burger King Corporation.WR-MBPRHLD-EN 12/09

Place Maximum Hold Enclosure Maximum Product in . . . Grate Stacking Number in . . . Type Holding Time

WHOPPER® Pan No Shingled* 8* PHU SealedPatties

Burger Pan No Shingled* 12 PHU SealedPatties

Steakhouse XT™ Pan No Stacked 6 PHU SealedPatties

WHOPPER® Bun N/A N/A 7 Steamer N/ABuns Carrier

Burger Bun N/A N/A 8 Steamer N/ABuns Carrier

Specialty Bun N/A N/A 4 Steamer N/ABuns Carrier*Note: In restaurants utilizing the flexible broiler, the patties will automatically discharge into product holding pans (DO NOT MANUALLY SHINGLE). The maximum number for non-flexible broilers is 9WHOPPER® patties.

Holding

StationRight Guide

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. Confidential and proprietary information of Burger King Corporation. SR-WPR/BGR-EN 12/09

Setup

� Wash hands

� Prepare sanitizer solution (minimum 100 ppm whenfreshly prepared)

� Sanitize food contactsurfaces

� Determine amounts of productto be prepped, using theCondiment Stock Guide

� For cooked product

� 1 for each pan of mayon-naise and other sauces(use open containers first)

� Prepare pan within a pan of icefor cheese (only if required bylocal health regulations)

� Stock wrap� Grease pencil

Ongoing

� Wash hands at least once every

� Check and change sanitizer solution if soiled or falls below 50 ppm (50-200 ppm)


� Wash, rinse, and sanitize utensils,pans, and removable equipmentparts every

� 1 clean and sanitized for each new pan of mayon-naise and other sauce

� Restock� Use Heat Chute Charts, KITCHEN MINDERTM and

Kitchen Production Schedules to maintain stock onheat chutes and holding units

� Do not combine partially used pans or squeeze bottles

Close

� Equipment

� Restock nonfood items

� Tomatoes, cheese and unsold cooked product:— Discard— Record as waste

� For all product with 8-hour holding time:— If more than 3 hours is left on holding time:

– Cover tightly, mark remaining discard time– Return to walk-in cooler

— If less than half the time is left on holding time: – Discard– Record as waste

� Close and put away bun pillow packs� Store any remaining product as directed by stan-

dards.

� Wash, rinse, and sanitize utensils, pans, andremovable equipment parts

� Clean work area

� Sanitize work area


Condiment Placement

� Follow all quality standards— Follow proper rotation of product— Check holding times— Discard product when expired

Bacon 2 days

Tomatoes 4 hours

Cheese 4 hours

Ketchup use first next day

Lettuce 8 hours

Onions 8 hours

Steak Sauce use first next day

Crispy Onions 2 days

Condiment Max HoldingTime

Onions Pickles Tomatoes Lettuce

Mayonnaise

CrispyOnions

StackerSauce

LTO

Promo Sauce

Cheese Bacon

(BKFST only: HoneyButter Sauce) Promo Sauce

Steak Sauce,Promo Sauce

Ketchup, Mustard

Which of these is not on a standard WHOPPER® Sandwich?

A. B. C. D.

Which microwave button would you use for . . .

A. WHOPPER®?

B. Double Cheeseburgers?

C. Cheeseburgers?

D.

E.

The Low Carb Original WHOPPER® w/Cheese is made to order.

A. True B. False

Which three of these is not on a standard Steakhouse XT™ Sandwich?

A. B. C. D.

The holding time for the Steakhouse XT™ Sandwich is?

A. B. C. D. Made To Order

What is the maximum number of WHOPPER® Sandwiches that can be madeat one time?

A. 1 B. 2 C. 3 D. 4

1

2

TestRight Guide

Main Board

3

4

5

6

Main Board


TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. TR-MAIN-EN 12/09


3SM

2SM

1SM

2LG

1LG

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. TR-MAIN-EN 12/09

What is the maximum number of Burger patties that can be held in a PHUpan?

A. 5 B. 10 C. 12 D. 15

When making Burger Sandwiches, you can prepare 3 sandwiches at a time.

A. True B. False

Based on the light, which pan of product, stored in the PHU, would you use first?

A. B. C. D.

A WHOPPER JR.® Sandwich ordered with light pickle is prepared with howmany pickles?

A. 1 B. 2 C. 3 D. 4

Up to _____ Steakhouse XT™ patties can be held in a PHU pan?

A. 8 B. 10 C. 6 D. 4

The proper order to place condiments on a Cheeseburger Sandwich is:

A. B.

C. D.


TestRight Guide

Main Board continued

7

8

9

10

11

12


Specialty BoardSpecialty Board


Burger King Corporation TrainRight Guide Specialty SandwichesConfidential and proprietary information of Burger King Corporation. TR-SPL-EN 12/09

TrainRight Guide


(Explain and demonstrate the following topics basedon details from the OPS Manual)

Explain Menu Item Preparation

� Hand washing (Provide Wash By NumbersHandwashing Guide)— Demonstrate how to wash hands

� Product Management— Explain why it is important to monitor discard times— Explain proper use of PHU timer bar— PLS Charts/KITCHEN MINDERTM

— Provide Specialty Product Holding WorkRightGuide and demonstrate

� Sandwich assembly(Provide the WorkRight Guides and demonstratesteps as listed on WorkRight Guide for:

— Chicken Sandwich— TENDERGRILL® Chicken Sandwich— BK BIG FISH® Sandwich— TENDERCRISP® Chicken Sandwich— CHICKEN TENDERS®

— Lo Carb TENDERGRILL®

–– BK® Chicken Fries— Spicy CHICK ‘N CRISP® Sandwich— Funnel Cake Sticks

Get ReadyEquipment� Turn equipment ON prior to training if warm-up is

required� Prepare utensilsWhere – Specialty BoardWhen – Non-peak periodsTraining Materials� WorkRight Guides:

- Wash By Numbers Handwashing Guide- Chicken Sandwich- BK BIG FISH® Sandwich- TENDERCRISP® Chicken

Sandwich- TENDERGRILL® Chicken

Sandwich - Funnel Cake Sticks- Spicy CHICK ‘N CRISP® Sandwich

� StationRight Guide:- Specialty Board

� Performance Evaluation Checklist in the Passport� TestRight Guide (Remove answers from previous

learner)� PLS Charts/KITCHEN MINDERTM

� Grease pencil� Sanitizer solution (minimum 100 ppm when freshly

prepared)� Red ClothReference Materials� OPS Manual

Prepare the Learner� Introduce yourself to the Team Member, if not

already known� Ask about Team Member’s prior work experience to

determine the level of familiarity with the task� Explain the importance of sandwich making:

Gold Standard for Guest satisfaction

Correct procedures followed to ensure safety of Guests and Team Members

� Create enthusiasm for learning� Express your confidence that the Team Member can

handle the task� Explain how you will apply the 4-Step Training Method� Review the objective:

Prepare each sandwich to the Gold Standard for neatness, speed and sanitation to ensure product quality, consistency and Guest satisfaction

- Lo Carb TENDERGRILL®

- CHICKEN TENDERS®

- BK® Chicken Fries- Specialty Product Holding

Explain Special Condiment Requests(Provide Special Condiment Requests WorkRight

Guide)� Demonstrate procedures as listed in the Portioning

and Marking Special Requests section of theGuide and show how to mark the wrap for:— Heavy or extra condiments— Light or easy condiments— Minus condiment— Only one condiment— Plain, no condiments— Additional/substitute condiments— Cut in half

� Explain how to use the Portioning and MarkingAdd-ons section of the Guide

Explain StationRight Basics

(Provide Specialty Board StationRight Guide)Setup� Demonstrate how to:

— Prepare sanitizer solution (minimum 100 ppmwhen freshly prepared)

— Clean and sanitize the work area� Demonstrate how to turn on equipment� Explain how to use the Condiment Stock Guide to

determine if enough product is available for themeal period

� Demonstrate proper rotation of condiments andexplain why this is important

� Demonstrate how to stock and arrange thecondiments and explain why they are arrangedthis way

� Demonstrate how to stock nonfood itemsOngoing� Demonstrate how to check sanitizer solution using

sanitizer test strip and change sanitizer solutionwhen soiled or falls below 50 ppm

� Demonstrate how to wash, rinse, and sanitizeutensils, pans and removable equipment parts.Explain why it must be done every 4 hours

� Explain how to determine how many sandwichesto assemble by using Heat Chute Charts andManager’s direction

� Explain the use of the PHU Timer Bar� Explain procedures to prevent cross contamination� Explain how to maintain product quality (rotating,

holding, and discarding)Close (when applicable)� Explain what product to discard� Demonstrate how to record waste� Demonstrate how and where to store unexpired

product


Burger King Corporation � TrainRight Guide � Specialty SandwichesConfidential and proprietary information of Burger King Corporation. TR-SPL-EN 12/09

� 1. Have the Team Member practice all the stepsfor each of the following tasks:

— Hand washing— Assembling sandwiches— Monitoring PHU hold times— Setting up the station— Maintaining the station— Closing the stationProvide any help the Team Member requiresand correct performance as you go. Providepositive reinforcement and praise the TeamMember’s performance.

� 2. Have the Team Member practice the stepswithout any help:— Preparing all of the products previously

listed— Marking the wrappers for special order

sandwiches (Have other Team Members suggest samplespecial orders)

— Cleaning and sanitizing the work areaPraise the Team Member’s performance






� 3. Once the Team Member is certified to perform the basic production tasks, provide Speed Tip:— Watch the monitor and listen to the drive-thru speakers so that more than one product can be made at a time



Use PLS to determineamount ofproduct to prep

Wash and sanitizeprep sink

Rinse tomatoes under potable tap water

Clean, Core and Slice 1 pan tomatoes

Cut enough tomato slicesin half for Side Salads

Place remaining tomatoslices in pan for sandwichprep

Prepare Tomatoes

Pre-Preparation

Usingbeigespoon, add1/4 oz. (7 g.) 3-cheese blend to center ofbowl

Cover assembled SideSalad bases withlabeled lids

Immediately placecompleted SideSalads in anapproved cooler

Fill clean & sanitized crock with 3-cheese blend

Using a Ball Point Pen, mark the salad labelswith today’s date and place on salad lids

Fill the bowl to the rimwith Sandwich lettuce(2.75 oz. / 78 g.)

Place 2 half slices oftomato opposite eachother against the rim ofbowl

Prepare Side Salads5

1

3

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. Confidential and proprietary information of Burger King Corporation. WR-SALPREP-EN 12/09

Side Salad Prep Flow and Preparation 7:00 AM & 3:00 PM

CRITICAL FACTOR

To ensure maximum quality andminimize waste, at 7 AM, prepare onlyenough Side Salads to last throughlunch. At 3 PM, prepare only enoughSide Salads to last through end of day.

Salad Prep Chart Complete at 7AM & 3PM

Date Updated BK # Number

Monday Tuesday Wednesday Thursday Friday Saturday Sunday

7:00 - 8:00 AM Morning Prep (Projections) :

Side Salads

Garden Bases

2:00- 2:30 PM Afternoon Prep (Projections) :

_____Projection _____Projection _____Projection _____Projection _____Projection _____Projection _____Projection

Side Salad ____(-) On Hand ____(-) On Hand ____(-) On Hand ____(-) On Hand ____(-) On Hand ____(-) On Hand ____(-) On Hand

_____ (=) Needed _____ (=) Needed _____ (=) Needed _____ (=) Needed _____ (=) Needed _____ (=) Needed _____ (=) Needed

_____Projection _____Projection _____Projection _____Projection _____Projection _____Projection _____Projection

Garden Bases ____(-) On Hand ____(-) On Hand ____(-) On Hand ____(-) On Hand ____(-) On Hand ____(-) On Hand ____(-) On Hand

_____ (=) Needed _____ (=) Needed _____ (=) Needed _____ (=) Needed _____ (=) Needed _____ (=) Needed _____ (=) Needed

Prep Items Guide

Quantity 10 15 20 25 30 35 40Romaine Lettuce (bags) 1 2 3 4 4 5 6

Baby Carrots (crocks) 1 1 1 1 1 1 2

3 Cheese Blend (crocks) 1 1 1 1 1 1 1

Salad Prep Chaart Complete aat 7AM & 3PM

Date Uppdated BK # Number

AM Mor

After

7:00 - 8:00

Side Salads

Garden Bases

2:00- 2:30 PM

rning Prep (Projections) :

rnoon Prep (Projections) :

Monday uesdayT ednesdayW Thursdaay Friday Saaturday Sunday

Prep Items Guid

S

Ga

de

__

Side Salad __

___

__

arden Bases __

___

Q tit 10

____Projection _____Projection

___(-) On Hand ____(-) On Hand

___ (=) Needed _____ (=) Needed

____Projection _____Projection

___(-) On Hand ____(-) On Hand

___ (=) Needed _____ (=) Needed

15 20

_____Projection _____Proje

____(-) On Hand ____(-) On

_____ (=) Needed _____ (=) Ne

_____Projection _____Proje

____(-) On Hand ____(-) On

_____ (=) Needed _____ (=) Ne

25 30

ection _____Projection _____

Hand ____(-) On Hand ____(

eeded _____ (=) Needed _____

ection _____Projection _____

Hand ____(-) On Hand ____(

eeded _____ (=) Needed _____

35

_Projection _____Projection

(-) On Hand ____(-) On Hand

(=) Needed _____ (=) Needed

_Projection _____Projection

(-) On Hand ____(-) On Hand

(=) Needed _____ (=) Needed

40

Romaine Lettuce Baby Carrots 3 Cheese Blend

Quantity

(bags) (crocks) (crocks)

10 151 2

1 1

1 1

20 253 4

1 1

1 1

304

1

1

35 405 6

1 2

1 1

Wash and sanitize hands and wear approved disposable gloves prior to starting salad prep

Noon11am

10am

9am

7am

8am BoardPrep

Salad

s

Thawing

Tomatoes

Morning Clock

Prepare Sink

Prepare Produce

2

4

WorkRight Guide

Side Salad Prep Flow and Preparation 7:00 AM & 3:00 PM

Noon1pm

6pm5pm

4pm

3pm

2pm

Salads

Board PrepTomato

es

Tomatoes

Afternoon Clock

11pm

10pm

9pm

7pm

8pm

BoardPrep

Tomatoes

Tomato

es

Board

Prep

Midnight1am

2am

Tomatoes

Late Night / 24 Hour Clock

6

6 DAY HOLD

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved.TR-SALAD-EN 12/09

How many half slices of tomato are placed on the side salad?

A. 2

B. 3

C. 4

D. 5

Always wash and sanitize your hands and wear disposable gloves prior tostarting salad assembly.

A. True

B. False

Which smallware is used to portion 3-cheese blend?

A. Solid spoodle B. Slotted burgundy spoon C. Solid beige spoon D. Tongs

Unsold side salads are not discarded at end of day. They may be held for2 days.

A. True

B. False

What is the hold time for the 3-cheese blend?

A. 6 days

B. 2 days

C. 1 day

D. 4 hours

1

2

TestRight Guide

Salads

3

4

5

Salads



What is the hold time for sliced tomatoes on the board

A. 2 Hours

B. 4 Hours

C. 6 Hours

When assembling side salads, look over lettuce quality and discard brown pieces andchunks.

A. True

B. False

How many times per day should side salads be prepared?

A. Twice, early morning and 3:00 pmB. Once mid-morning (10:30 am) C. Once early morning (7:00 am)D. Twice at 10:30 am and 3:00 pm

At what temperature must garden, side salads and dressings be stored?

A. 34-40˚F (1-4˚C)B. 32-38˚F (0-3˚C)C. 35-40˚F (2-4˚C)D. 31-38˚F (-1-3˚C)

TENDERGRILL®/TENDERCRISP® Chicken should be cut into how many pieces?

A. 12B. 10C. 9D. 6

6

7

8

9

10


TestRight Guide

Salads continued

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. TR-SALAD-EN 12/09


BreakfastBreakfast


Burger King Corporation � TrainRight Guide � BreakfastConfidential and proprietary information of Burger King Corporation. TR-BRK-EN 12/09

TrainRight Guide

Step 2 — Explanation and Demonstration(Explain and demonstrate the following topicsbased on details from the OPS Manual)

Explain Menu Item and Product Preparation

Hand washing— Provide Wash By Numbers Handwashing

Guide— Demonstrate how to wash handsProduct Management— Explain why it is important to properly

monitor discard times— Explain proper use of PHU timer bar— PLS Charts/KITCHEN MINDER™

Menu item assemblyProvide the WorkRight Guides and demonstratesteps as listed on WorkRight Guide (ifapplicable) for:

– CROISSAN’WICH®

– Double CROISSAN’WICH®

– Biscuit Sandwiches (US only)– Cheezy Bacon BK WRAPPER®

Demonstrate steps to cook product on each pieceof equipment:(Provide Breakfast Oven Prep WorkRight Guide)— Oven

– Cini-minis– Biscuits (US only)– Eggs

(Provide Multi Product Fryer — Breakfast MenuItems WorkRight Guide)

– Sausage patties– Hash Browns– French Toast Sticks

Get ReadyEquipment

Turn equipment ON prior to training if warm-upis requiredPrepare utensils

Where – Fryer, oven, and Breakfast BoardWhen – Nonpeak periods

Training MaterialsWorkRight Guides:— Wash By Numbers Handwashing Guide— Breakfast Oven Prep— Breakfast Menu Items— CROISSAN’WICH®

— Double CROISSAN’WICH®

— Biscuit Sandwiches (US only)— Cheezy Bacon BK WRAPPER®

StationRight Guide:— BreakfastPerformance Evaluation Checklist in thePassportTestRight Guide (Remove answers fromprevious learner)PLS Charts/KITCHEN MINDER™ Grease pencil

Sanitizer solution (minimum 100 ppm whenfreshly prepared)Red ClothOven mitt

Reference MaterialsOPS Manual

Prepare the Learner

Introduce yourself to the Team Member, if notalready knownAsk about Team Member’s prior work experienceto determine the level of familiarity with the taskExplain the importance of production and sandwich making:

Gold Standard for Guest satisfactionCorrect procedures followed to ensure safety of Guests and Team Members

Create enthusiasm for learningExpress your confidence that the Team Membercan handle the taskExplain how you will apply the 4-Step TrainingMethodReview the objective:

Prepare each sandwich to the Gold Standardfor neatness, speed, and sanitation to ensureproduct quality, consistency and Guestsatisfaction

Explain StationRight Basics

(Provide Breakfast StationRight Guide)Setup

Demonstrate how to:— Prepare sanitizer solution (minimum 100 ppm

when freshly prepared)— Clean and sanitize the work areaExplain how to turn on equipmentDemonstrate how to check shortening levelsand explain why this is importantExplain how to use the PLS Charts/KITCHENMINDER™ to determine the amount of productrequired for the cook cycleDemonstrate proper rotation of product andexplain why this is importantDemonstrate how to stock and arrange thecondiments and explain why they are arrangedthis wayDemonstrate how to stock nonfood items

OngoingDemonstrate how to check sanitizer solutionusing sanitizer test strip and change sanitizersolution when soiled or falls below 50 ppm

Demonstrate how to wash, rinse, and sanitizedishes and utensils and explain why it must bedone every 4 hoursExplain how to determine amount of productneeded by using Heat Chute Charts andManager’s direction Explain the use of the PHU Timer Bar and PHUpan managementDemonstrate how to skim fry vat and explainwhy this is importantExplain procedures to prevent crosscontamination— Demonstrate and explain how to:

– Use blue tongs (only for raw product)– Use red tongs (only for cooked product)

Demonstrate proper bagging proceduresExplain why eggs, biscuits, and Cini-minis mustbe baked in different pansExplain how to maintain product quality(rotating, holding, discarding)Demonstrate safe operation of the:— Fryers— Oven


Burger King Corporation � TrainRight Guide � BreakfastConfidential and proprietary information of Burger King Corporation.

1. Have the Team Member practice all the stepsfor each of the following tasks:— Hand washing— Setting up the station— Cooking and holding product— Monitoring holding times in PHU— Assembling sandwiches— Maintaining the station— Closing the stationProvide any help the Team Member requiresand correct performance as you go. Providepositive reinforcement and praise the TeamMember’s performance.

2. Have the Team Member practice the stepswithout any help:

— Using the cooking equipment to prepareall of the product previously listed

— Preparing sandwiches previously listed— Using the PHU Timer Bar, PHU Pans, and

PLS Charts/KITCHEN MINDER™ — Cleaning and sanitizing the production area— Performing breakfast-to-lunch changeoverPraise the Team Member’s performance

1. Administer TestRight Guide2. Observe Team Member performing tasks to certify performance




Does not consistently Assign additional practice until the Manager decidesperform to standard Team Member is ready to try certification again

3. Once the Team Member is certified to perform the basic production and sandwich making tasks, provide Speed Tips:

Watch the monitor and listen to the drive-thru speakers so that more than one sandwich can be madeat a time



TR-BRK-EN 12/09

TM and © 2009 Burger King Brands, Inc. (USA only). TM and © 2009 Burger King Corporation (outside USA). All rights reserved. Confidential and proprietary information of Burger King Corporation. WR-SDDG-EN 12/09

Serving Guests with Disabilities

Be Patient & Sensitive1 Be Specific2Always provide a warm andwelcoming greeting to ALL yourGuests.

Establish & maintain eyecontact.

Listen carefully andenunciate clearlywhen speaking.

Ask if they wouldlike assistance.

Do not assume a disabled Guest is in need ofyour assistance. Not all Guests with adisability will need or want your assistance.It is important that you ASK first.

Also, remember to ALWAYS address thedisabled Guest placing the order, not his/hercompanion.

It is important that you provide specificinformation, especially when providingdirections to a blind Guest:

- “Turn right, about 2 feet”

Take time to clearlyTake time to clearlydescribe the menudescribe the menuand offer a pictureand offer a picturemenumenu. (required). (required)

When providing change,inform the Guest theorder in which you are providing it.

-”Single on bottom, fivein middle, ten on top”

Inform expediter whenthe order belongs to adeaf or hard of hearingGuest as to avoidinconveniences ordelays in delivery.

Use Common Sense3

Do Don’tBe patient Rush through the order

Enunciate clearly Talk to the companion

Maintain eye contact Look down

Offer assistance Assume they need help

CREATE A MEMORABLE EXPERIENCE

Serving deaf & disabled Guests is notdifficult, it just requires patience andcommon sense.

- If a Guest is deaf, use gestures and/or offer them paper/pen to write.

- If a Guest is blind, and accompanied by an assist animal, allow the animal into the restaurant.

- If you have difficulty understanding a Guest with a speech impairment, ask them to repeat the order, or for them to write it down.

- If a deaf Guest places an order through the Drive-Thru window, it is permissible to ask them to park. Take out the order as soon as it’s ready.

SERVICE ANIMALS:SERVICE ANIMALS:Animals indiviaullay trained to provideassistance to an individual with a disability.

Must be allowed on the premises.

May or may not be dogs.

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