FRONT OF HOUSE (FOH)
10 Points Guide for FOH
1) Product Knowledge
2) Under promise, over deliver
3) Keep it short & simple
4) Check-in on customers (w/problems
5) When in doubt. Ask for help
6) Be Courteous & Connect with the customers
7) Teamwork is essential
8) Maintain and Enhance Self Esteem
9) Clean Clean Clean
10) Smile =)
Ten Points Guide for (FOH)
1) Product Knowledge.
Know our product. Know the core ingredient in each burger. Taste our burgers!
meal is a good chance to try different burgers.
Staff
2) Under promise, Over deliver
It's all about managing expectations. Never build up expectations.
Scenario:
(1) Burger exit time is 20 minutes, we tell customers wait time is 30 minutes.
(2) Customer asks if our burgers are good?. We tell customers it's ok (or not too bad).
3) Keep it Short & Simple
When helping customers to choose a burger, do not overwhelm customers with products.
Recommend 3 burgers. (1 Signature, 1 Customer Favorite, 1 Personal Favorite)
4) Check-in on customers (from time to time( customers that are ¾ to finish with food)
You just need to ask 2 questions.
"Is everything ok/alright?"
"How's everything for you?"
5) When in doubt. Ask for help
Whenever in doubt, ask for help from fellow team-mates or even managers depending on
situation.
6) Be Courteous & Connect with the customers
Engage with your customers, connect with, joke with and laugh with them but don’t forget
to respect and be polite to your customers. Oh, don't forget your 'thank you's and always
smile!
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7) Teamwork is the essential
Help each other out especially during peak periods. Don’t have to make 2 rounds to clean
tables. Always communicate with one another, among FOH / BOH and between one another.
8) Maintain & enhance self esteem
Respect your fellow colleagues. Jokes are fun but know where to draw the line.
9) Clean Clean Clean
Always ensure that tables are cleared and cleaned quickly, soda fountain and handwash
area are clean & dry all the time.
10) Smile
A sincere smile goes a long way to making customers feel happy and at home at
myBurgerLab. Therefore, always smile!
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STANDARD OPERATING PROCEDURE (SOP)
Here’s a Quick Front of House (FOH) Guide for all the newcomers that have joined the ranks of the
geeks at myBurgerLab. Here’s how to be a more amazing geek!
BUSSER
MENU HELPER
1. If you see customers staring at the menu, offer and see if they need help with the menu
and guide them if needed.
2. Ask customer whether they are looking for Beef (B) or Chicken (C), or Vege (V)
3. A+ is the signature burger. Recommend it to first-timers, followed by second most
popular (Beautiful Mess (B) & Spicy Hawaiian (C)/Chicken & Egg Dilemma)
4. Recommend a maximum of 3 burgers. (with the third either a feature burger or
personal favourite)
5. Always check with Kitchen/Cashier of availability for all burger, for both the ain
Menu and Secret Menu Burgers.
6. If customer has tasted all burgers, recommend them burgers from the Secret Menu
7. Secret Menu Burgers:7.1
7.2
7.3
7.4
7.5
7.6
7.7
7.8
Jammin With Elvis (Caramalised Onions, Peanut Butter, Blueberry Jam)
The Bomb (Fried Onion Rings, Sunny Side Up Egg, Cheddar Cheese, Hot Sauce)
Heart Attack (Triple Patties, Triple Cheese)
Whatever (Swiss Cheese, Fried Egg, Green Salsa, Kombu Mayo)
Flatliner (Quadruple Patties, Quadruple Cheese)
6-feet under (Six Patties, Six Cheese)
Fatty Elvis (Jammin with Elvis, Double the Patty)
Cthulu (Horseradish Sauce, Fried Oysters, Cheddar Cheese and Evil Cocktail Sauce)
1. CLEARING TABLES
1.2 Once customers have left a table, clear the tables by “STACKING” the baskets and cups
together.
1.3 Throw wrappers and leftover foods into the store’s trash bins.
1.4 Leave the basket at the expediter counter.
1.5 Pour the leftover drinks into the sink IN THE KITCHEN and throw the paper cups.
1.6 Spray sanitizer on a BLUE cloth 3 times and wipe the table with it. After using the
sanitizer, always make sure it is face away from the cups at the cashier.
1.7 If customers are still sitting at the table but have finished eating, the tables may be
cleared as well by asking for permission first. “Sir/Miss, can I clear this for you?”
1.8 When there are 7 or more baskets stacked up at the expediter counter, bring it to the
kitchen sink for wash.
1.9 Wash the BLUE cloth from time to time, especially when it’s oily.
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2. SERVICING CUSTOMERS
2.1 Smile and greet customers whenever you see fit. Feel free to ask how they are
doing/how’s their day.
2.2 If you see that there are small group of people and you feel that there is too many chairs,
feel free to ask how many of them. If the number of chairs exceeds the number of
people, do ask them if you can take away the extra chairs and vice versa.
2.3 If you see only one or two customer sitting at two joined tables, feel free to ask how
many of them and if only one table is needed, ASK for permission to separate the tables
for other customers.
2.4 If you see a large group standing around the table, ask if they need extra chairs.
2.5 If you see babies or small kids, please feel free to ask the parents if they need a baby
chair.
2.6 If you see a tray on customer’s table, ask them if you can take it away for them and place
it back to the expeditor counter.
2.7 Occasionally talk to customers who are not engaged in conversations and get some
feedback from them. Accept any feedback given by customers and not be defensive if
comments are harsh. Try your best to provide an accurate answer. If you are
UNCERTAIN of the answer, do seek advice from Manager on Duty.
2.8 If customer wants to take away leftover food, bring it to the expeditor counter for
packing and send it back to the customer.
2.9 Free Ice water (with lemons) is provided to customers out at the front of the shop.
Always make sure the water dispenser does not run out. Customers are not allowed to
use the free 3oz cups to refill Sodas. If this occurs, remind customer or report to
manager so manager can engage the customers.
2.10 During hot days, offer umbrellas to customers that are queuing up outside of the
shop. Request them to place it back into the Umbrella Bin after using so that others
may use.
2.11 During raining days, offer umbrella service to customers that want to come down
and go back to their vehicles. (Always ask, smile and be polite to them) Use the
umbrella provided by myBurgerLab. Only do this if there are enough staff at the FOH.
3. DRINKS COUNTER
3.1 Ensure that the drinks counter is cleaned at all times.
3.2 Refill ice whenever the bin is half full or ¼ full.
3.3 Refill lids and straws when it is half full.
3.4 If the floor around the drinks counter is wet or slippery, wipe it immediately and place
the WET FLOOR warning sign board to prevent any accidents.
3.5 When a particular drink is finished, please take a new box from the front store room and
head on to the drinks counter.
Find the opening for the new box, push it in and look for the connector. Pull out the cap
of the connector.
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Detach the pipe from the old box and attached it to the new box. Ensure that it’s fully
turn and lock.
3.6 If the gas tank is low, turn it off by turning clockwise (yes it’s opposite). Use the nut
releaser to detach the gas tank.
Bring the new one and tighten the nut to it. Turn the top anti-clockwise to release the
gas to the machine.
4. TRASH CLEANING
4.1 If any of the bins seem full, use 2 pieces of paper towel and try to push the contents
down.
4.2 If the content in the bin cannot be compressed anymore, change a new one.
4.3 Always change the trash bags whenever it is ¾ full (the bin).
4.4 Get NEW trash bags to replace the bins FIRST before throwing out the full bags.
4.5 Tie the trash bag tightly and bring it to the back of the kitchen to dispose.
5. REFILLING ITEMS
5.1 Constantly check the amount of serviette on each table. Refill when it is half or less.
5.2 Occasionally check the amount of paper towels (handwash sink). Refill when there is
only ¼ left.
5.3 Occasionally check the amount of toilet paper and refill immediately when it is empty.
6. FOH HANDWASH SINK (BASIN)
6.1 Ensure the basin’s cleanliness at all times.
6.2 Wipe it if necessary. Use Scrubbie to remove stubborn stains.
6.3 Use Squeegee to wipe all water into the sink.
EXPEDITOR
1. Serving meals accordingly to customer
1.1. Ring the bell, call out customer’s ticket number and name when their order is ready.
1.2. Confirming orders with customers to make sure they get the right item.
2. Red sauce filling
2.1. Red sauce for take away.
2.1.1. Fill up the small container bottle till ¾ full.
2.1.2. Fill a dozen before operation begins.
2.2. Red sauce for in dining customer.
2.2.1. Fill the sauce plates till 2/3 full.
2.2.2. Fill approximately 15 of them when operation begins.
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Before opening
1. Floor Cleaning
1.1. Sweep the floor (must only use brooms labeled FOH).
1.2. Mop the floor. (ONLY WHEN NECESSARY)
1.2.1. Wash the mop labeled FOH
1.2.2. Fill the pail with water till 1/2 full.
1.2.3. Pour 3 Caps of detergent into the pail.
1.2.4. Begin mopping the floor from the front of to the back.
1.2.5. Pour the dirty water away in the toilet. (ENSURE TOILET IS DRY BEFORE
SHIFT STARTS)
1.2.6. Use clean water to clear flush down the residuals.
2. Tables and Chairs
2.1. Arrange tables and chairs
2.1.1. White chairs are placed against the black wall while black chairs are placed
against the white wall (contrasting)
2.1.2.
Layout of chairs and tables for outlet
2.2. Wipe the tables with a clean cloth and spray with the multi-purpose cleaner (ELITE257) solution.
3. Condiments
3.1. Refill the mustard bottles.
3.1.1. Get the large mustard bottle from the shelf located at back of the kitchen.
3.1.2. Get a rubber spatula and a measuring container to ease filling process.
3.1.3. Pour the mustard sauce into the measuring container till ¼ full and fill the
small mustard bottles one by one.
3.1.4. Only fill up bottles up to 2/3rd full.
3.1.4.1. Make sure not to over fill the mustard sauce.
3.1.4.2. Wipe all the mustard bottles clean with damp cloth
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3.1.5. Keep the left over mustard sauce back on the shelf.
3.1.6. Wash the measuring container and rubber spatula and place it back to shelf
once done.
3.2. Refill the ketchup bottles.
3.2.1. Get the ketchup packet (look for opened packets first from the chillers)
3.2.2. If it is an unopened pack, cut a small hole at the edge. (a Small triangle shape)
3.2.3. Slowly fill all the ketchup bottles one by one.
3.2.4.Make sure not to over fill the ketchup bottles
3.2.5. Keep the ketchup packet back to the fridge if it not finished.
3.2.6. Always fill up bottles ½ full only.
3.3. Place tissue papers, one ketchup bottle and one mustard bottle in a (condiment tray)
and place it on every table.
4. Toilet and Basin cleaning
4.1. Wash the toilet
4.1.1.Wet the toilet floor.
4.1.2.Pour a cup of detergent on the floor.
4.1.3.Scrub the floor and then wash the dirt away.
4.1.4. Spray the Wall Tiles, Urinals and Toilet Bowls with Multi-purpose Cleaner
and wipe down with Paper Towel.
4.1.5.Check how much toilet paper is left in order to estimate when to refill (If it is
full no need to check too often during operation).
4.2. Clean the FOH hand wash sink (basin).
4.2.1. Spray the basin with multi-purpose cleaner and scrub clean with a sponge.
4.2.2. Rinse the basin with water.
4.2.3. Make sure the basin area is not accumulated with water.
4.2.4. Check how much paper towel is left in order to estimate when to refill.
4.2.5. Make sure all cleaning equipment is arranged properly.
5. Soda machine
5.1. Refill the ice into the container below the soda fountain till ¾ full.
5.1.1. Make sure the floor around the drinks counter is dry after filling the ice.
5.2. Check if soda is needed to be refilled.
5.3. Clean with the multi-purpose cleaner solution and set up the soda fountain.
5.4. Replace back the cap and the nozzle for each of the drinks.
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5.5. Always have a clean cloth at the side of the fountain for cleaning and drying the area.
6. Miscellaneous
6.1. Decorate the chalk board in front of the shop.
6.2. Turn on the wall fan outside.
6.3. Barrier (Set up the Queue Pole)
7. Finally! Get ready for action! =D
_________________________________________________________________________________________________________
After Operation
1. Tables and chairs
1.1. All tables are to be cleaned with the multipurpose cleaner at the end of shift.
1.1.1. The communal table requires “credit card” cleaning with a green sponge (Scrubbie).
1.2. All chairs are to be stacked up and kept beside the wall in front of the storage room.
1.3. The side tables are to be pushed aside against the wall.
2. Condiments
2.1. All trays are to be collected and placed on the counter top.
2.1.1. Wipe the trays using sanitizer and a clean cloth.
2.2. Tissues, ketchup and mustard bottles are to be arranged back to its original place.
2.2.1. Place all tissues into the basket neatly.
2.2.2. All mustard bottles caps (opened) are to be wiped.
2.2.3. Arrange the ketchup and mustard bottles neatly.
2.3. Refill straws, cup lids, plastic forks, knives, hand towel, toilet roll (if needed) and hand soap.
3. Floor cleaning
3.1. Sweep the floor after all tables are pushed aside and chairs are stacked (must only use the
broom labeled FOH).
3.2. Mop the floor.
3.2.1. Wash the mop labeled FOH
3.2.2. Fill the pail with water till ¾ full.
3.2.3. Pour 3 CAPS of detergent into the pail.
3.2.4.Begin mopping the floor from the front of to the back.
3.2.5. Pour the dirty water away in the toilet.
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3.2.6.Once floor has been mopped clean, wash the mop with water thoroughly. Then
squeeze dry and spread it out outside (between grill and door).
4. Trash Cleaning
4.1. All ashtrays are to be emptied and washed then placed back to its original position.
4.2. Clear both FOH bins
4.2.1. Use 2 pieces of paper towel and try to push the content down. This will ease tying a
full trash bag.
4.2.2.Tie the trash bag tightly and bring it to the back of the kitchen to dispose.
4.2.3.Replace a new trash bag before leaving.
5. Soda Machine
5.1. Pour all the left over ice into the container below the soda fountain.
5.2. Pour away all the water in the ice box in the toilet.
5.3. Make “last call” for soda drinks before closing.
5.4. Turn off the machine by pressing the red button on the generator at the bottom
5.5. Wipe the soda machine area with multipurpose cleaner solution THOROUGHLY.
5.6. Clean the soda machine
5.6.1.Fill a stainless steel (medium) bowl with water and bring it to the soda machine.
5.6.2. Turn the nozzle and pull it out and place them into the bowl of water overnight.
5.6.3. Wash the drain cover. Remove all sugar stain and put it back.
6. Miscellaneous
6.1. Expeditor counter are to be wiped with multipurpose cleaner solution.
6.2. All cloths are to be sent to the sink in the kitchen for wash.
6.3. Make sure FOH basin is clean
6.4. Open up all the cupboard cover at the drinks station.
7. Enjoy your staff meal! =D
Dos and don’ts
-
You have access to unlimited soda, ice and water.
-
You can either bring you own bottle or use the staff cups that are provided. (Do not use
PEPSI CUPS)
-
Always keep your cup at the back of the kitchen during operation hour. Do not leave it
lying around after shift. Always clean it after using.
-
Gloves MUST be worn at all times when handling food.
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-
Gloves MUST be worn at all times when handling “pockets”.
-
Always alert people by saying “behind you” or “coming through” when passing through
the kitchen.
-
Do not pour soda into the FOH handwash sink. Always dump in the kitchen sink before
throwing it away.
-
Do not take fries directly from tray without wearing gloves.
-
Only Specific Positions are allowed to take fries unless approved by Manager on Duty
(MOD).
a) Fries Expeditor (assembly)
b) Fryers
c) Manager
-
All personal items (i.e. bags) must be kept in the store room before shift starts.
“TOGETHER. IN OUR OWN AWESOME WAY, WE'D MAKE A DIFFERENCE”
-The way of the Lab Geek-
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