Operations Manual V12.21.11

OPERATIONS MANUAL VERSION 12.20.11

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

1 Do not redistribute.

KITCHEN OPERATIONS ........................................................................................................................................................ 6 1.1 MORNING PREP ........................................................................................................................................................... 7 1.1.1 COOKING BACON ..................................................................................................................................................... 7 1.1.2 GRILLED MUSHROOMS ......................................................................................................................................... 9 1.1.3 GRILLED ONIONS................................................................................................................................................... 10 1.1.4 LETTUCE PREP ....................................................................................................................................................... 11 1.1.5 TOMATO PREP ........................................................................................................................................................ 13 1.1.6 ONION PREP ............................................................................................................................................................ 14 1.1.7 POTATO PREP ......................................................................................................................................................... 15 1.1.8 MEAT PREP .............................................................................................................................................................. 17 1.1.9 HOT DOG PREP ....................................................................................................................................................... 19 1.1.10 CHEESE PREP ....................................................................................................................................................... 20 1.1.1 GREEN PEPPER PREP .......................................................................................................................................... 21 1.1.12 JALAPENO PREP .................................................................................................................................................. 22 1.1.13 PICKLE PREP......................................................................................................................................................... 23 1.1.14 ICE TEA PREP ....................................................................................................................................................... 24 1.1.15 LEMON PREP ........................................................................................................................................................ 25 1.1.16 PROPER LABELING ............................................................................................................................................ 25 1.2 DRESSING ..................................................................................................................................................................... 26 1.2.1 DRESSING A NO BUN BURGER......................................................................................................................... 28 1.3 OTHER SANDWICHES ............................................................................................................................................. 30 1.3.1 VEGGIE SANDWICH .............................................................................................................................................. 30 1.3.2 GRILLED CHEESE................................................................................................................................................... 31 1.3.3 B.L.T. SANDWICH................................................................................................................................................... 33 1.3.4 COOKING A HOT DOG .......................................................................................................................................... 33 1.4 COOKING A BURGER ................................................................................................................................................ 35 1.5 COOKING FRIES ......................................................................................................................................................... 38 1.6 QUALITY CONTROL .................................................................................................................................................. 41 1.7 CUSTOMER SERVICE................................................................................................................................................ 43 1.7.2 TAKING ORDERS .................................................................................................................................................... 43 Operations Manual v12.20.11 Confidential.

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1.7.3 STORE ENERGY ...................................................................................................................................................... 45 1.8 DINING ROOM RESPONSIBILITIES .................................................................................................................... 47 1.9 SHIFT CHANGES ........................................................................................................................................................ 48 1.9.1 DISHWASHING........................................................................................................................................................ 49 1.10 CLOSING ..................................................................................................................................................................... 50 1.10.1 CLEANING THE GRILL ...................................................................................................................................... 50 1.10.2 CLEANING THE DRESSING STATION ......................................................................................................... 51 1.10.3 CLEANING THE FRYERS ................................................................................................................................... 53 1.11 FIVE GUYS ORGANIZATION ............................................................................................................................... 55 1.11.1 DINING ROOM ...................................................................................................................................................... 55 1.11.2 KITCHEN ................................................................................................................................................................. 57 1.11.3 PREP AREA ............................................................................................................................................................ 59 1.11.4 WALK-IN ................................................................................................................................................................. 60 1.11.5 OFFICE ..................................................................................................................................................................... 60 1.11.7 REQUIRED BACK UP SUPPLIES ..................................................................................................................... 61 FIVE GUYS STANDARDS ..................................................................................................................................................... 62 2.1 FIVE GUYS UNIFORM ............................................................................................................................................... 63 2.2 STORE HOURS ............................................................................................................................................................ 63 2.3 HOLIDAY HOURS ....................................................................................................................................................... 64 2.4 APPROVED RADIO STATIONS.............................................................................................................................. 64 MANAGERS RESPONSIBILITES........................................................................................................................................ 65 3.1 BEFORE A SHIFT........................................................................................................................................................ 66 3.2 ORDERING AND RECEIVING PRODUCT ........................................................................................................... 66 3.3 IN THE KITCHEN ....................................................................................................................................................... 68 3.4 COUNTING DOWN THE DRAWERS .................................................................................................................... 69 3.5 SCHEDULING ............................................................................................................................................................... 70 RADIANT ................................................................................................................................................................................... 71 4.1DAILY PROCESSING: END OF DAY AND START OF DAY AT POS ........................................................... 72 4.2 LOG ON TO ENTERPRISE ....................................................................................................................................... 72 4.3 START OF DAY INTO ENTERPRISE.................................................................................................................... 72 4.4 END OF DAY INTO ENTERPRISE ........................................................................................................................ 73 4.5 CLOSE OF PAY PERIOD ........................................................................................................................................... 74 Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

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STERITECH............................................................................................................................................................................... 76 5.1 STERITECH AND AUDIT LINE TERMS .............................................................................................................. 78 5. 2 FOOD PRODUCT ........................................................................................................................................................ 80 5.3 GLOVES .......................................................................................................................................................................... 81 NEW STORE TRAINING PLAN .......................................................................................................................................... 82 6.1 FIVE STEP PROCESS FOR NEW STORES .......................................................................................................... 83 6.2 TRAINING PLAN......................................................................................................................................................... 84 6.3 STORE OPENING TIPS ............................................................................................................................................. 88 EQUIPMENT MAINTENANCE ........................................................................................................................................... 89 7.1 CHANGING THE OIL IN THE FRYERS ................................................................................................................ 90 7.2 PITCO FRYERS ............................................................................................................................................................ 91 7.3 FRYMASTER FRYERS AND TROUBLESHOOTING ........................................................................................ 92 7.4 HOOD MAINTENACE AND TROUBLESHOOTING ......................................................................................... 93 STORE FINANCIALS .............................................................................................................................................................. 96 8.1 STORE FINANCIALS ................................................................................................................................................. 97 MARKETING MANUAL......................................................................................................................................................... 99 9.1 FIVE GUYS MARKETING STRATEGY .............................................................................................................. 100 9.2 CREATIVE FUND CONTRIBUTION .................................................................................................................. 100 9.3 ADVERTISING .......................................................................................................................................................... 101 9.4 COUPONS AND DISCOUNTS ............................................................................................................................... 101 9.5 LOGOS ......................................................................................................................................................................... 102 9.6 SIGNAGE AND DISPLAY ....................................................................................................................................... 102 9.7 GIFTS CARDS ............................................................................................................................................................ 103 9.8 PHOTOS AND FOOD SHOTS ............................................................................................................................... 103 9.9 SECRET SHOPPER INFORMATION.................................................................................................................. 103 9.10 PUBLIC RELATIONS AND MEDIA TRAINING ........................................................................................... 104 9.11 KEY RESOURCES AND CONTACTS ............................................................................................................... 106 CRISIS MANAGEMENT AND COMMUNICATIONS ................................................................................................. 108 10.1 CRISIS MANAGEMENT SYSTEM .................................................................................................................... 109 10.1-1 WHAT YOU CAN EXPECT WHEN YOU CALL THE CRISIS/INCIDENT REPORTING HOTLINE: 1-866-345-GUYS ............................................................................................................................................................ 109 10.1-2 WHAT IS YOUR ROLE INA CRISIS? ........................................................................................................... 109 Operations Manual v12.20.11 Confidential.

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10.1-3 WHEN SHOULD THE CRISIS MANAGEMENT SYSTEM BE ACTIVATED?.................................. 110 10.1-4 EXAMPLES OF POTENTIAL CRISIS SITUATION: ................................................................................ 110 10.2 CRISIS MANAGEMENT PROCEDURES......................................................................................................... 111 10.2-1 MEDIA RELATIONS......................................................................................................................................... 111 10.2-2 CRISIS/INCIDENT REPORTING HOTLINE - 1-866-345-GUYS ...................................................... 112 10.2-3 CRISIS RESPONSE TEAM .............................................................................................................................. 112 10.2-4 CRISIS SUPPORT TEAM ................................................................................................................................ 112 10.2-5 FIELD OPERATIONS ....................................................................................................................................... 112 10.2-6 EXECUTIVE SUPPORT TEAM ...................................................................................................................... 112

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

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SECTION 1 KITCHEN OPERATIONS

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

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1.1 MORNING PREP Overview: Prep is one of the most important tasks here at Five Guys. Prep needs to be done correctly and consistently every day by 10:45 A.M. Many employees underestimate the importance of prep. Attention to detail during prep can determine whether our day is great or terrible. Cutting corners and a lack of urgency will cause a ripple effect that will last all day. If we ball the meat, and make the patties too big, it is going to lengthen your cooking times and your ticket times. If we ball the meat, and make the patties too big, it is going to lengthen your cooking times and your ticket times. If the patties are too small, they will cook too fast and you will end up with dry, over-cooked burgers, resulting in unhappy customers and low Secret Shopper scores. The point is, everything we do in the morning to get ready is going to affect the entire day and the store’s success. It is critical that employees are on the line ready for customers by 11:00 A.M. The Prep Time Chart sets reasonable goals for your employees to complete the morning assignments.

1.1.1 COOKING BACON Items Needed:          

Gloves 1 Box of bacon 1 Knife 1 Clear cambro Fry basket Paper towels Foil 1 Red spatula Metal scraper Scraper

Procedure:           

Set the grill to 400 degrees Fahrenheit. Retrieve only one box of bacon from the walk-in. Set up a fry basket with one piece of foil folded in half and placed at the bottom. Fold two paper towels in half and place them over the foil. Use the knife to cut open the box of bacon. Place 4-5 sheets of bacon on the large grill. Place 3-4 sheets of bacon on the small grill. Carefully remove the paper from the bacon and throw it away. Change your gloves. Wait approximately 2 minutes to cook the first side of bacon. Using the scraper and the red spatula carefully flip the bacon (only flip 1-2 times).

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

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As the bacon cooks and shrinks, condense the cooked bacon to one side of the grill in order to add more sheets of bacon. Once bacon becomes crispy use the spatula and scraper creating a V-shape to remove one sheet of bacon at a time, while allowing excess grease to drain onto the grill. Place ½ of the sheet of cooked bacon into the basket on the left side and the other ½ on the right side of the basket (one sheet of bacon at a time). Place another folded paper towel on top of the sheet of cooked bacon. Continue to layer the basket 8-9 layers high. Scrape the grill continuously through the entire process with the metal scraper.

Facts:   

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A box of bacon should take no longer than 20 minutes to prep. Uncooked bacon should be kept between 33-41 degrees Fahrenheit. The bacon, grilled mushrooms, and grilled onions are to be completed by 10:00 A.M. This will insure sufficient time to clean the grill, empty the grease trap, and be ready for customers at 11:00 A.M. Once the cooked bacon has cooled, perform these two test to ensure quality: o The “Horizontal Test” is to be performed once the bacon has cooled, hold it out horizontally. Our bacon should stick straight out. . o The “Shatter Test” must be done after the “Horizontal Test” by holding a piece of bacon fourteen inches from the table and dropping it. Our bacon, if cooked properly, should shatter. Cover the bacon with a paper towel only, foil is not permitted. Extra baskets prepped bacon can only be placed on the bottom 2 shelves of the bread rack or the prep table in the back. After prepping the bacon, any extra uncooked bacon, must be placed in a cambro, cover, label, and place in the walk-in on the meat shelf. When cooking bacon during operating hours, it is to be cooked on the meat grill only. Thoroughly scrape the 3rd section and place the bacon away from the patties. All cooked bacon must be thrown away at night.

Safety:       

Retrieve only one box of bacon from the walk-in. Do not touch the grill while it is hot. Only red spatulas are permitted on the meat grill to prevent cross contamination. Be careful of hot grease splashing while cooking/cleaning the grill. Use hot commands when transporting the bacon to the basket.. The metal grill scraper is to be used blade facing away from body to push debris to the back of the grill and then into the grease trap. Wet towels are heat conductors; therefore, they should be used with caution when cleaning the grill.

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

8 Do not redistribute.



Any extra uncooked bacon should be placed in a cambro and covered, labeled, and placed in the walk-in on the meat shelf.

1.1.2 GRILLED MUSHROOMS Items Needed:          

1 bag of Portabella mushrooms Red spatula Metal scraper Scraper Knife Hot holding unit Perforated metal 1/2 pan Solid metal warming pan Gloves 10-12 oz of hot water

Procedure:         

Set the grill to 350 degrees Fahrenheit. Pour 10-12 oz of hot water into the metal warming pan while it is in the hot holding unit, prior to putting the mushrooms into the pan. Carefully open 1 bag of mushrooms with a knife. Over the 4th prep sink, pour the mushrooms into a perforated ½ pan and allow them to drain. Pour the drained mushrooms onto the grill. Using the spatula spread the mushrooms across the grill to ensure even cooking. After approximately 1 minute, use the spatula and scraper to mix the mushrooms to allow the mushrooms to cook evenly. Once the mushrooms start to change color and are almost done cooking (approximately 2 minutes or less), bring the solid warming pan to the grill. Using the spatula and the scraper remove the mushrooms from the grill and place them into the metal warming pan. Place the warming pan into the hot holding station.

Facts:  

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Grilled mushrooms are to be kept at 140 degrees Fahrenheit or more. The bacon, grilled mushrooms, and grilled onions are to be completed by 10:00 A.M. This will insure sufficient time to clean the grill, empty the grease trap, and be ready for customers at 11:00 A.M. Frequently stir the grilled mushrooms in order to maintain proper temperatures. Do not cover the grilled mushrooms unless required by your local health department and approved by your district manager. The temperature of the grilled mushrooms should be checked every 2 hours.

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

9 Do not redistribute.

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Grilled mushrooms must be thrown out at 4:00 P.M. and fresh mushrooms must be grilled and place in a new pan. When cooking grilled mushrooms during operating hours, they are to be cooked on the meat grill in the 3rd section of the grill to prevent cross contamination.

Safety:         

Do not touch the hot grill. Do not touch the hot holding station when hot. Do not use the hand sink to obtain water for the hot holding unit. Only red spatulas are permitted on the meat grill to prevent cross contamination. Be careful of hot grease splashing while cooking/cleaning the grill. The metal scraper is to be used, blade facing away from the body to push debris to the back of the grill and then into the grease trap. Wet towels are heat conductors and therefore, should be used with caution when cleaning the grill. To empty the grease trap. use a dry towel to assist and carefully pour into orange bucket. The hot water used for grilled mushrooms is only to be retrieved from the potato sink in order to prevent chemical contamination.

1.1.3 GRILLED ONIONS Items Needed:         

Prepped onions Red spatula Metal scraper Scraper Hot holding unit Perforated metal ½ pan Solid metal warming pan Gloves 10-12 oz of hot water

Procedure:      

Set the grill to 350 degrees Fahrenheit. Pour 10-12 oz of hot water into the metal warming pan while it is in the hot holding unit, prior to putting the onions into the pan. Using the onions in the dressing station first; pour the onions directly onto the grill. Spread the onions across the grill with the spatula. Cook the onions for approximately 1 minute, then, using the spatula and the scraper, mix the onions to ensure even cooking. Once the onions are golden in color or almost done, (approximately 2 minutes or less) bring the perforated pan to the grill.

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

10 Do not redistribute.

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Using the scraper and the spatula, scoop the onions from the grill and place them in the perforated ½ pan. Place the perforated ½ pan into the solid metal warming ½ pan that is in the hot holding unit. Turn off the grills, clean them thoroughly and empty the grease traps.

Facts:   

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Grilled onions are to be kept at 140 degrees Fahrenheit with a maximum adjustment to 145 degrees Fahrenheit. Use the perforated pan to keep the onions above the water so that they do not become overcooked and/or soggy. The bacon, grilled mushrooms, and grilled onions are to be completed by 10:00 A.M. This will insure sufficient time to clean the grill, empty the grease trap, and be ready for customers at 11:00 A.M. Frequently stir the grilled onions in order to maintain proper temperatures. Do not cover the grilled onions. The temperature of grilled onions should be checked every 2 hours. Grilled onions must be thrown out at 4:00 P.M. and fresh onions must be grilled. When cooking grilled onions during operating hours, they are to be cooked on the meat grill in the 3rd section of the grill to prevent cross contamination.

Safety:         

Do not touch the hot grill. Do not touch the hot holding station when hot. Do not use the hand sink to obtain water for the hot holding unit or to clean the grill. Only red spatulas are permitted on the meat grill to prevent cross contamination. Be careful of hot grease splashing while cooking/cleaning the grill. The metal scraper is to be used, blade facing away from the body to push debris to the back of the grill and then into the grease trap. Wet towels are heat conductors and therefore, should be used with caution when cleaning the grill. To empty the grease trap, use a dry towel to assist and carefully pour into orange bucket. The hot water used for the grilled onions is only to be retrieved from the potato sink in order to prevent chemical contamination.

1.1.4 LETTUCE PREP Items Needed:  Gloves  2 White tubs  1 Case of lettuce Operations Manual v12.20.11 Confidential.

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 Date labels/marker

Procedure:            

Remove one case of lettuce from the walk-in. Place the heads of lettuce into the 4th prep sink. Rinse and gently rub the heads of lettuce with cold water (do not submerge). Hold one head of lettuce, with the core side facing the sink, using force, smash the core into the side of the sink. Throw away any brown, hard yellow, and/or hard white core pieces. Yellow lettuce is only to be used if the pieces are soft. Rinse the heads again with cold water. Place the cored heads into a white tub. Continue until all the heads are cored. Using your hands, shred the lettuce into small 1 to 2 inch pieces and place them into the 2nd white tub. Continue this process until all the lettuce is prepped. Cover, label, date and place prepped lettuce in the walk-in on the 2 bottom produce shelves. Clean and sanitize the work area before beginning your next task.

Facts:       

One box of lettuce should take no longer than 30 minutes to be prepped. Do not use a knife to cut the lettuce, only use hands (knives decrease the shelf life of the lettuce). Only use cold water from the faucet. If the water is not cold enough, use a reasonable amount of ice cubes to cool down the prepped lettuce and place the tub in the walk-in. Throw away any brown, hard yellow, and/or hard white core pieces. Yellow lettuce is only to be used if the pieces are soft. Lettuce should always be prepped and placed directly into a large white tub, never directly into 1/3 pans. Drip trays should not be used for the prepped 1/3 pans used on the line.

Safety:     

Lettuce is to be kept between 33-41 degrees Fahrenheit. Rinse and gently rub the heads of lettuce with cold water (do not submerge). Boxes of lettuce is to be stored on the bottom produce shelf to prevent injury. Cover, label, date and place prepped lettuce in the walk-in on the 2 bottom produce shelves. Clean and sanitize the work area before beginning your next task.

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

12 Do not redistribute.

1.1.5 TOMATO PREP Items Needed:      

Gloves Tomato cutter 1 Small metal tray 2 Black tubs 1 Case of 6x6 tomatoes Labels/Marker

Procedure:            

Retrieve a case of tomatoes from the walk-in. Place the box into the 4th prep sink. Rinse and gently rub the tomatoes with cold water. Drain the water from the case and place the case of rinsed tomatoes into the black tub. Place the small metal tray under the tomato cutter for tomato scraps and juice. Place the tomato core side down into the tomato cutter. With one hand gently tap it through the cutter, use the other hand to hold the cutting board and catch the cut tomato. After the tomato is cut, remove all core pieces and throw them away. Place the cut tomatoes directly into the black tub (no more than 2 high). Continue this process until all the tomatoes are cut. Cover, label, date and place prepped tomatoes in the walk-in on the 2 bottom produce shelves. Clean and sanitize the work area before beginning your next task.

Facts:      

One case of tomatoes should take no longer than 15 minutes to prep. Only stack tomatoes 2 high in the black tub. Cut tomatoes must be placed directly into the black tub before being placed into 1/3 pans. Drip trays must be used when placing tomatoes into 1/3 pans for use on the line. Tomatoes in 1/3 pans are for immediate use on the line, and can be stacked higher than 2 (unless otherwise stated by your local health department). Small tomatoes without seeds are not to be used.

Safety:     

Do not touch the blades of the tomato cutter. When using/cleaning the tomato cutter, use extreme caution. Tomatoes are to be kept between 33-41 degrees Fahrenheit. Rinse and gently rub the tomatoes with cold water. Boxed tomatoes are to be stored on the bottom produce shelf to prevent injury.

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

13 Do not redistribute.

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Cover, label, date and place prepped tomatoes in the walk-in on the 2 bottom produce shelves. Clean and sanitize the work area before beginning your next task. Never wear gloves in the walk-in.

1.1.6 ONION PREP Items Needed:        

Gloves White/Green cutting board 2 White tubs Clear cambro Potato cutter 2 Knives 1 Bag of onions Date label/marker

Procedure:                 

Retrieve a bag of onions. Using the first knife cut the bag of onions open. Remove an onion and place it on a clean white/green cutting board. Using the second knife, cut off the top and the bottom of the onion and throw them away (do not cut too far into the onion). Place the onion cut side down onto the cutting board. Cut the onion in half. Place the onion halves into the white tub. Continue until the bag of onions is completed. Peel off the skin from all of the onions and throw them away. Take the full tub of onions to the clean potato cutter. Place the clear cambro beneath the potato cutter in the 1st prep sink. Place the onion in the cutter (for the small cutter, place the onion flat side down, for the large cutter, place the onion flat side towards blade). Using the cutter handle force the onion through the cutter. The cut onion will fall into the clear cambro. Once the clear cambro is full, transfer the cut onions into a large white tub. Continue this process until all onions are cut. Cover, label, date and place prepped tomatoes in the walk-in on the 2 bottom produce shelves. Clean and sanitize the work area before beginning your next task.

Facts: 

One bag of onions should take no longer than 1 hour to prep.

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

14 Do not redistribute.

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When removing the ends and peeling the onions, be sure not to cut and/or peel too far into the onion. However, all core pieces must be removed. Do not wash the onions before cutting. Onions should always be prepped and placed directly into a large white tub, never directly into 1/3 pans. Drip trays should not be used for prepped 1/3 pans for use on the line.

Safety:       

Use caution when handling knives. Always use a clean white/green cutting board for produce. Do not touch the blades of the potato cutter. When using/cleaning the potato cutter, use extreme caution. Onions are to be kept between 33-41 degrees Fahrenheit. Cover, label, date and place prepped tomatoes in the walk-in on the 2 bottom produce shelves. Clean and sanitize the work area before beginning your next task.

1.1.7 POTATO PREP Items Needed:    

White buckets Potato cutter Potatoes Napkin soaked in peanut oil

Procedure:            

Take a napkin and dip it into peanut oil to grease the metal bars of the potato cutter. Insure that the potato cutter’s blade is tight. Place 2 bags of potatoes into the second sink. Using the spray device rinse off the dirt and debris from the potatoes with cold water. Plug the 1st sink (closest to cutter) and turn on the cold water. While holding the cutter handle reach into the 2nd sink grabbing a potato. Place the potato into the cutter; using your body weight lean to grab another potato from the 2nd sink (this will force the potato through the cutter). Repeat this process until 2nd sink is empty. Plug the 2nd sink and open the 3rd and 4th bag of potatoes into the 3rd sink. Using the spray device rinse off the dirt and debris from the potatoes with cold water. While holding the cutter handle reach into the 3rd sink grabbing a potato. You may also place a group of rinsed potatoes next to the cutter to expedite the cutting process.

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

15 Do not redistribute.

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Place the potato into the cutter; using your body weight lean to grab another potato from the 3rd sink (this will force the potato through the cutter). Push the overflow of cut fries from the 1st sink into the 2nd sink Repeat this process until the 3rd sink is empty. Allow all potatoes to soak in the cold water for a minimum of 15 minutes. No exceptions. Do not plug the drain for the 4th sink, allow the cold water to flow from the 3rd sink and drain into the 4th prep sink. It is necessary to drain and refill all of the sinks after the potatoes have soaked for a minimum of 15 minutes. Once the cold water is completely clear in the sinks, turn the water off. The water does not need to run all day. The fries must be submerged at least one inch below the surface of the water. When taking cut fries into the kitchen for use, be sure to grab the fries that have soaked the longest with your hands while the sink is full of water.

Facts:        

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It should take an individual no longer than 5 minutes to cut a bag of potatoes. Every store is required to have 2 potato cutters at all times. Both cutters must be in working condition and ready to use without modification. Gloves are not necessary for the cutting process. Only use cold water from the faucet. If the water is not cold enough, use ice or cool water from buckets in the walk-in to bring the temperature of the water down. Cold water is necessary to the quality of our fries. Larger potatoes that will not fit in the cutter can be turned sideways to be cut in half. Sinks are staggered to allow water to drain. Cut potatoes that have soaked in water for longer than 20 hours may start to deteriorate (the potatoes will become; slimy and appear eaten away); this is called the “acid effect”. The whole bucket of fries must be thrown away immediately. Cut potatoes that have been out of water for too long will turn black. The black potatoes only must be thrown away immediately. Cut potatoes that turn pink have not soaked long enough. This is caused by the starch in the potatoes. These potatoes will need to be soaked in cold water until the starch is gone. We soak the potatoes in cold water to remove the starch and dirt. All potatoes must be completely submerged in cold water, unless they are in white buckets in the kitchen to be used for cooking. The prior days’ cut potatoes are to be stored in white buckets in the walk-in (6” off of the floor). When storing the cut potatoes at night, they must be fully submerged in water and the buckets must have a lid. Buckets of potatoes from the previous day should be used first. These potatoes are to be dumped into the 4th sink and rinsed with the spray device prior to use.

Operations Manual v12.20.11 Confidential.

Five Guys Enterprises, LLC.

16 Do not redistribute.

Safety:           

Use room temperature peanut oil to soak the napkin. Do not touch the blades of the fry cutter. When using/cleaning the fry cutter, use extreme caution. Clean the fry cutter immediately after each use. Always use cold (70 degrees Fahrenheit or below) water when prepping fries. Time/Temp logs need to be conducted every 2 hours. Cut potatoes that have soaked in water for longer than 20 hours, may start to deteriorate; this is called the “acid effect”. These potatoes must be thrown away. Cut potatoes that have been out of water for too much time will turn black. These potatoes must be thrown away. Cut potatoes that turn pink have not soaked long enough. This is caused by the starch in the potatoes. These potatoes will need to be soaked in cold water until the starch is gone. When storing cut potatoes at night potatoes must be fully submerged in water and the buckets must have a lid, and are to be stored 6” off of the floor. Labeling and dating potato buckets in the walk-in can be done if requested by your local health department.

1.1.8 MEAT PREP Items Needed:           

Gloves 1 Box of meat 2 Large metal sheet pans 2 Knives 2 Patty smashers 2 Boxes Patty Paper 1/6 pan Clear cambros Cambro lids Scale Date labels/Marker

Procedure:      

Retrieve only one box of meat from the walk-in at a time. Using the first knife, cut the box open and remove all the meat. Using the second knife, cut the bags of meat in half vertically down the center. While the knives are not in use, place them on the table, blade inward facing the metal pan. Using one bag of meat, make two meat balls weighing 3.6 oz (using the scale); these are your model meat balls. Make 10 additional 3.6 oz balls from each half of the bag. This will give you 22 balls of meat per bag, and 88 per box.

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  

     

Do the same with each additional bag. Place the balls of meat onto the metal sheet pan. To smash: o Remove one sheet of patty paper from the 1/6 pan. o Lay one piece of patty paper on the table. o Place the meat ball in the center of the patty paper. o Remove another sheet of patty paper from the 1/6 pan. o Place the patty paper on the top of the ball. o Forcefully smash the patty down so that it is even and level. o The patty should not bulge out the side of the paper. o Continue this process until you have a stack of 4 patties high. o Place the stack into a clear cambro. o Continue this process until the cambro is full; 2 stacks (8 patties) high and a total of 64 patties. o You should be able to completely close the lid without force on a cambro with 64 patties. If not, the patties are not being smashed enough. Complete one box at a time. Remove gloves. Cover, label, date and place the prepped cambros in the walk-in on the prepped meat shelf. Retrieve another box and repeat this process. Throw away any extra patty paper. Do not put patty paper back into the box. Wash, rinse, and sanitize the work area before beginning your next task.

Facts:           

Meat labels should always have an expiration time of 4 P.M. regardless of what time the meat is prepped since it is only good for 3 shifts. If additional meat needs to be prepped in the evening, only prep enough for the rest of that shift, do not prep for 3 more shifts. It should take 2 people no longer than 10 minutes to prep 1 box of meat. Only prep 1 box of meat at a time. A minimum of 2 people is needed to prep meat. Every meat ball is to be weighed at first. Once the employees’ hands become calibrated, every 5-6 meat balls should be weighed. Balls of meat should be packed tight to avoid falling apart during the prep and cooking process. One box of meat yields 88 patties. One bag yields 22 patties. One cambro holds a maximum 64 patties. Empty boxes must be broken down immediately.

Safety: 

Use caution when handling knives.

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     

 

Meat must be kept between 33-41 degrees Fahrenheit. Check for the grind on date/pack on date, the vacuum sealed bags, and temperature. Do not use patty paper directly out of the box. This prevents cross contamination. Throw away any extra patty paper. Do not put the patty paper back into the box. Open boxes of patty paper are not to be kept on the table while prepping meat. The raw meat prep station is a high risk area, therefore, cleaning must be thoroughly and done immediately. This includes the tables, walls, floors, and utensils (wash, rinse, and sanitize). Cover, label, date and place the prepped cambros in the walk-in on the prepped meat shelf. Change gloves frequently and/or as needed.

1.1.9 HOT DOG PREP Items Needed:      

1 bag of hot dogs 1 Clear cambro or 1 1/3 pan Red cutting board Gloves 1 Knife Date label/marker

Procedure:            

Retrieve a bag of hot dogs from the walk-in. Using the knife, cut open the bag of hot dogs. Take a hot dog out and place it on the red cutting board. Make a small cut on the top of the hot dog. Using your palm, press the front of the knife down to the cutting board (do not slice). Once the knife is in place, use your palm to then push the entire knife down to the cutting board. Slightly open the hot dog, without tearing it into two pieces. Place the cut hot dog into the cambro. Repeat this process until the bag is complete. Cover, label, and date the cambro. Place the cambro in the walk-in on the top shelf of the side. Immediately clean and sanitize the workspace before beginning your next task.

Facts:  

A box of hot dogs should take no longer than 20 minutes to prep. In lower volume stores, an entire bag of hot dogs may not be needed. If this is the case, put the remaining hot dogs that were not prepped into a 1/3 pan with the hot dog juice. Cover the 1/3 pan, and label, according to the shelf-life chart.

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A 1/3 pan may be used to store hot dogs in low volume stores. This should be kept at the bottom of the dressing station. Throw the hot dog bag in the trash. There is no need to drain the bag prior to cutting the hot dogs. Hot dogs are only to be cut in the back of the house.

Safety:        

Use extreme caution when handling knives. Hot dogs must be kept between 33-41 degrees Fahrenheit. Hot dogs can only be stored in the chef base; in a drawer by themselves under the cheese. The red cutting board is the only approved cutting board for meat. Do not cut more than one hot dog at a time. Change gloves frequently and/or as needed. Clean and sanitize the work area before beginning your next task. Cover, label, date and place the prepped hot dogs in the walk-in on the top shelf.

1.1.10 CHEESE PREP Items Needed:     

Cheese Foil 1 Clear cambro Gloves Date label/marker

Procedure:           

Open the case of cheese and remove a sleeve. Open the sleeve of cheese and place one piece of foil down on the table. Separate the blocks of cheese. Holding one block in your hand, peel one slice of cheese away with your free hand. Place the slice of cheese in the center of the foil. Pull the second slice of cheese away and place the corners opposite of the first slice (making a star). Continue this process while staggering each individual slice of cheese. Once the block is complete, loosely wrap the cheese with foil as you would a burger. Use the second piece of foil to cover the top. Continue this process until the cambro is full. Cover, label, date and place the cambro in the walk-in on the produce side and/or chef base. Immediately clean and sanitize the workspace before beginning your next task.

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Facts:       

One case of cheese should take no longer than 30 minutes to prep. The cheese does not need to be perfect when stacking, speed is the objective. We prep the cheese to help cut down cook time for the grill person. When using cheese in the kitchen, it can only be stored in a metal 1/3 and/or 1/6 pan, set inside a metal 1/3 pan filled half way with ice. Change these pans at least once per day. Prepped cheese should never be laid on its side. Cheese should never be wrapped or covered in saran wrap. Empty the ice bath into the 4th (prep) sink to replace the ice for the line.

Safety:      

Cheese must be kept between 33-41 degrees Fahrenheit. If knives are necessary during cheese prep (Canada stores) use caution. Cheese should be placed in the chef base during the shift, in its individual drawer above the hot dogs. For storage in the walk-in cheese must remain on the produce shelves. During low volume, cheese is to be kept in the chef base to maintain proper temperature. Clean and sanitize the workspace before beginning your next task.

1.1.1 GREEN PEPPER PREP Items Needed:      

Green peppers Gloves White/green cutting board Knife 1/6 and/or 1/9 pan Date Label/marker

Procedure:         

Retrieve the green peppers from the walk-in. Wash the green peppers in the 4th prep sink and place them on the white/green cutting board. Using the knife, cut the green pepper vertically. Carefully cut the green pepper vertically into slices (like the width of 2 quarters stacked together). Throw away the center of the green pepper and the seeds. Place the cut green peppers into the 1/6 and/or 1/9 pan. Repeat this process until all the green peppers are complete. Cover, label and date the green peppers. Place them in the walk-in on the 2nd produce shelf.

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

Clean and sanitize the workspace before beginning your next prep task.

Facts:    

A 1/6 pan should take an individual 15 minutes to prep. Green peppers should always be prepped in the back of the house. However, due to limited prep area in the back, green peppers can be cut on a white/green cutting board on the line. Do not use the cutting board on the salad bar. If needed, it is acceptable to cut the strips of green peppers in half so that they will fit on a bun.

Safety:    

Green peppers must be stored between 33-41 degrees Fahrenheit. Use extreme caution when handling knives. When rinsing the green peppers always use cold water from the 4th prep sink. The white/green cutting board is for produce only.

1.1.12 JALAPENO PREP Items Needed:      

Jalapeno peppers Gloves White/green cutting board Knife 1/6 and/or 1/9 pan Date labels/marker

Procedure:           

Retrieve the jalapeños from the walk-in. Wash the jalapeños in the 4th prep sink and place them on the white/green cutting board. With one hand hold the stem of the jalapeño, while holding the knife in the other. Cut the end of the jalapeño off and throw it in the trash. Continue cutting the jalapeño into ringss the width of 2 quarters stacked together. Throw away the top and stem of the jalapeño. Place the cut jalapeños into a 1/6 and/or 1/9 pan. Repeat this process until all of the jalapeños are cut. Cover, label, and date the jalapeños. Place them in the walk-in on the 2nd produce shelf. Clean and sanitize the workspace before beginning your next prep task.

Facts: 

It should take an individual no more than 15 minutes to prep a 1/6 pan of jalapeños.

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

 

Jalapeños are only to be cut on the white/green cutting board in the back of the house. However, due to limited prep area in the back, jalapeños peppers can be cut on a white/green cutting board on the line. Do not use the cutting board on the salad bar. The ends and tops of the jalapeños are to be thrown away.

Safety:    

Jalapeños are to be kept between 33-41 degrees Fahrenheit. Use extreme caution when handling knives. When rinsing jalapeños, always use cold water from the 4th prep sink. The white/green cutting board is for produce only.

1.1.13 PICKLE PREP Items Needed:     

Jar of pickles Gloves 1/3 pan Drip tray insert Date labels/marker

Procedure:        

Retrieve a jar of pickles. Remove the protective seal from the lid of the jar. Open the jar. Hold the lid in place and drain the juice into an empty 4th prep sink. Place the drip tray insert into the 1/3 pan. Cover, label and date the pickles. Place them in the walk-in on the 2nd produce shelf. Clean and sanitize the workspace before beginning your next prep task.

Facts:  

Opened pickles are to be kept between 33-41 degrees Fahrenheit. Only prep enough pickles for the day.

Safety:   

It is not acceptable to drain pickle juice directly into the dish sink at anytime. Make sure the jar of pickles is planted firmly on a table while opening. Do not use knives to attempt to open pickle jars.

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1.1.14 ICE TEA PREP Items Needed:      

Brewer Gloves Tea bags Clear plastic measuring cup Sugar Whisk

Procedure: 



Unsweetened Iced Tea: o Put the bag of tea in the filter holder. o Place the urn underneath the filter holder. o Turn on the brewer. o Once the tea has stopped brewing, put the lid on the urn. Sweetened Iced Tea: o Put the bag of tea in the filter holder. o Place the urn underneath the filter holder. o Turn on the brewer. o Put half of the sugar into the measuring cup (4 cups for 5 gallons and 2 ½ cups for 3 gallons). o Use the hot water from the brewer to fill the cup with sugar. o Mix the sugar with the whisk and pour into the urn. o Repeat this process for the other half of sugar. o Once the tea stops brewing, stir with the whisk. o Place the lid on the urn.

Facts:    

The tea bags are premeasured for the size of urn you are using. Use only one tea bag per urn. Tea should not be kept for more than 6 hours. For sweetened iced tea, a 5 gallon urn, 8 cups of sugar are to be used; for a 3 gallon urn, 5 cups of sugar are to be used. Tea urns are to be washed, rinsed, and sanitized nightly and immediately after each use.

Safety: 

Use caution when brewing tea and moving full urns, water will be extremely hot.

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Five Guys Enterprises, LLC.

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1.1.15 LEMON PREP Items Needed:       

Gloves Lemons White/green cutting board Knife Lemon container with ice 1 1/6 Pan Date labels/marker

Procedure:            

Retrieve a case of lemons from the walk-in. Rinse the lemons in the 4th prep sink. Place a lemon on the white/green cutting board. Cut off the top and bottom of the lemon. Placing one of the cut sides flat on the cutting board, cut the lemon in half vertically. Take one half of the lemon and place the cut side flat down on the cutting board. Cut the lemon in half vertically. Flip the two halves over and cut each half again making 4 wedges. Repeat this process until all lemons are cut. Place the cut lemons into the lemon container. Place the full container of lemons in an ice bath. Clean and sanitize the workspace before beginning your next prep task.

Facts:   

It should take an individual no more than 10 minutes to prep a 1/6 pan of lemons. Lemons can only to be cut into wedges; each lemon produces a maximum 8 wedges. Cut lemons must be placed immediately into the walk-in or placed in an ice bath.

Safety:   

Use extreme caution when handling knives. Lemons are to be kept between 33-41 degrees Fahrenheit. Only the white/green cutting board is permitted for produce.

1.1.16 PROPER LABELING Items Needed:  Labels  Marker

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Procedure:     

Only put date labels on open containers and prepped items. Write the exact prep time on the label. This will ensure that the items were refrigerated on time. All labels should end at 4:00 P.M. or 10:00 P.M. to indicate the end of a shift. Grey shirts must check labels every day for accuracy. Regardless of time and/or date, any product that does not meet our standard for quality must be discarded.

Facts: 

All labels must be filled out according to shifts, not days. For example, prepped meat should be labeled as good for 3 shifts, not 1.5 days.

1.2 DRESSING Overview: Knowing how to dress a Five Guys burger is critical in running a smooth and efficient line. This is an area where it is easy to make mistakes and fall behind. Falling behind can lead to bottle necks and a breakdown in the system. These mistakes lead to missing toppings, unhappy customers, and low secret shopper scores. Always remember to follow the Five Guys method of dressing and you will be able to run a fast, effective, and accurate kitchen.

Items Needed:              

Foil Bun(s) White spatula Tickets Fully stocked dressing station 2 Approved white spoons 1 Black plastic fork Ketchup and mustard Gloves A1, BBQ, and hot sauce Foil wrapped bun rack Grilled onions and grilled mushrooms Time/Temp log Calibrated thermometer

Procedure:  

The bun grill is to be set at 350 degrees Fahrenheit. Toast the buns vertically on the grill.

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       



 

Once the buns are properly toasted (golden brown in color) place them on the bun rack horizontally (top buns on the left and bottom buns on the right). Toasted buns are to be stacked no more than 3 high during slow periods and no more than 4 high during a rush. Place foil on the dressing table according to how many sandwiches are needed. The foil should be placed with the bottom sheet overlapping the top sheet, shiny side down. Only take as much foil as necessary;, having foil ready on the table is not allowed. Place the top bun on the left side of the foil and the bottom bun on the right. Dress the bun according to the ticket. Only dress one ticket at a time, always dress the bottom bun first. o Bottom Bun:  Ketchup- 3 rings evenly distributed.  Mustard- 2 rings evenly distributed.  Grilled onions- 1 level spoonful.  Grilled mushrooms- 1 level spoonful.  Jalapeños- 4 slices placed evenly.  Green pepper- 4 strips placed evenly.  Bacon- 2 strips broken in 1/2 and placed flat.  “All the way”- ketchup, mustard, grilled onions, and grilled mushrooms. When working with two people; call the toppings according to the ticket to the top bun dresser, the top bun dresser will then repeat the toppings out loud and dress the bun accordingly. o Top Bun:  Mayo- spread evenly using the approved white spoon.  Relish- spread evenly using the black plastic fork.  Raw onion- even amount spread over bun.  Lettuce- even amount spread over bun.  Pickles- 5 chips placed evenly on the bun.  Tomatoes- 2 slices spread apart.  “All the way” –Mayo, lettuce, pickle, and tomato. If an order requires A1, BBQ, and/or hot sauce, the bottom bun dresser must call it (i.e. “BBQ on the table”) to the QC. Once both buns are dressed, slide the order down to the QC.

Facts:      

Do not shingle the toasted buns. The tickets should always be kept to the left of the foil. Place the foil shiny side down. The bottom sheet of foil is to over-lap the top sheet. Only place foil on the dressing table according to how many sandwiches are on the ticket. Only dress one ticket at a time, always dress the bottom bun first. Tickets with mayo only (no ketchup and/or mustard) require mayo on both buns.

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          

Tickets with ketchup and/or mustard only (no mayo) require ketchup and/or mustard on both buns. If A1, Hot Sauce, and/or BBQ are requested, they are to be placed directly on the meat. If A1, Hot Sauce, and/or BBQ are requested for a LCB and the cheese is too melted to lift, it is acceptable to place the sauce on top of the cheese. Ketchup bottle tips must be cut at the first line from the top. Mustard bottle tips are not to be cut. Anytime there is a request for extra toppings, add 50% more than the original amount. For “lite” toppings requests, reduce original toppings by 50%. If items such as; pickles, jalapeños, green peppers, and/or tomatoes are small in size, it is encouraged to add more. Hot dogs are to be dressed the same way as a burger with two exceptions; we do not break the bacon and we use lines instead of circles when using ketchup and mustard. For large orders, it is ok to cut the ticket in ½ after every 5th burger for easier dressing. If tickets are cut in half, the last item number is always the one closest to the quality control.

Safety:        

Do not touch the hot bun grill. Do not touch the hot holding station while hot. Always use the metal spoons for grilled onions and grilled mushrooms. The Time/Temp log must be filled out every 2 hours. Sanitize the thermometer between each reading. Change gloves frequently and/or as needed. When not in use, the lid to the salad bar should remain closed in order to maintain proper temperature. The sanitizer bucket should be easily accessible to the dressers.

1.2.1 DRESSING A NO BUN BURGER Items Needed:            

Foil Tickets Fully stocked dressing station 2 Approved white spoons 1 Black plastic fork Ketchup and mustard Gloves A1, BBQ, and hot sauce Foil wrapped bun rack Grilled onions and grilled mushrooms Time/Temp log Calibrated thermometer

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 Optional 1/3 metal pan

Procedure:  





Place the toppings on the foil according to the ticket. Only dress one ticket at a time, always dress the bottom bun first. o Bottom Center of the Foil:  Ketchup- placed in a soufflé cup.  Mustard- placed in a soufflé cup.  Grilled onions- 1 level spoonful.  Grilled mushrooms- 1 level spoonful.  Jalapeños- 4 slices.  Green pepper- 4 strips.  Bacon- 2 strips broken in 1/2 and placed flat.  “All the way”- ketchup (in a soufflé cup), mustard (in a soufflé cup), grilled onions, and grilled mushroom. When working with two people; call the toppings according to the ticket, to the top bun dresser, the top bun dresser will then repeat the toppings a loud and pass the items to the bottom bun dresser accordingly. o Top left of the foil:  Mayo- placed in a soufflé cup.  Relish- placed in a soufflé cup.  Raw onion- spread evenly.  Lettuce- spread evenly.  Pickles- 5 chips spread evenly.  Tomatoes- 2 slices spread apart.  “All the way” –Mayo (in a soufflé cup), Lettuce, Pickle, and Tomato. Once all items are placed on the foil, slide the order down to the QC.

Facts:         

All sauces must be placed in a soufflé cup. Lettuce is only to be placed on the top of the meat. If a customer asks for extra lettuce, the extra lettuce is placed on the top of the meat. The tickets should always be kept to the left of the foil. Anytime there is a request for extra toppings, add 50% more than the original amount. For “lite” toppings requests, reduce original toppings by 50%. If items such as; pickles, jalapeños, green peppers, and/or tomatoes are small in size, it is encouraged to add more. Hot dogs with no bun are to be dressed the same way as a burger with no bun; however, we do not break the bacon. For large orders, it is ok to cut the ticket in ½ after every 5th burger for easier dressing. If tickets are cut in half, the last item number is still the one closest to the quality control.

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



If a customer requests whole-leaf lettuce for his or her burger without a bun, this is permitted. Place one whole leaf of lettuce under the patty and dress the burger as usual (with the exception of lettuce). Then place another whole leaf of lettuce on top of the dressed patty. If these requests are numerous, it is permissible to prep a 1/3 pan with whole-leaf lettuce and store it in the dressing unit on the shelving

Safety:        

Do not touch the hot bun grill. Do not touch the hot holding station while hot. Always use the metal spoons for grilled onions and grilled mushrooms. The Time/Temp log must be filled out every 2 hours. Sanitize the thermometer between each reading. Change gloves frequently and/or as needed. When not in use, the lid to the salad bar should remain closed in order to maintain proper temperature. The sanitizer bucket should be easily accessible to the dressers.

1.3 OTHER SANDWICHES Overview: Though these sandwiches represent a low percentage of our sales, they must be made consistently and up to Five Guys standards. It is our responsibility that the customer understands that the veggie sandwich is a veggie sandwich and there is no patty. The veggie sandwich is specifically what the customer requests; there is no standard veggie sandwich.

1.3.1 VEGGIE SANDWICH Items Needed:            

Foil Toasted bun(s) White spatula Tickets Fully stocked dressing station 2 Approved white spoons 1 Black plastic fork Heinz ketchup and mustard Gloves A1, Cattlemen’s BBQ, and Frank’s Red Hot Sauce Foil wrapped bun rack Grilled onions and grilled mushrooms

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Procedure:       

 

The grills should be set at 350 degrees Fahrenheit. Retrieve a toasted bun. Determine what, if any, toppings go on the bun grill to be cooked, such as; grilled onions, grilled mushrooms, jalapeños, and green peppers. All of the items to be grilled should be placed in a foil by the dresser and handed back to the bun grill. Dress the bun with the cold toppings from the salad bar in the same manner as a burger. If the veggie sandwich has cheese, place two slices of cheese directly on the grilling vegetables and allow the steam to melt the cheese do not melt the chesses first. When the items cooking are ready to be served (vegetables are steaming and/or the cheese is melted), carry the bottom bun to the bun grill and using the spatula, place the cooked toppings on the bun. Using the spatula carry the completed bun over to the designated foil, making sure to use hot commands. Once the veggie has been placed in the center of the foil, it must be wrapped immediately.

Facts:       

A veggie sandwich only contains the items in which the customer requests. There is no standard veggie sandwich. Grilled onions, grilled mushrooms, jalapeños, and green peppers are always required to be warmed on the bun grill (unless specified by a customer). Do not chop the veggies on the grill. The cheese for a cheese veggie is not to be melted on the grill first. It is acceptable to slide the completed dressed bun down to QC while waiting for the veggie to cook. Once a veggie is cooked, it is either served or thrown away. Veggies must be wrapped the same way you would wrap a burger.

Safety:     

Do not touch the hot bun grill. Do not touch the hot holding unit while hot. Always use the metal spoons for grilled onions and grilled mushrooms. Only white handled spatulas are permitted for use on the bun grill to prevent cross contamination. Make sure to use hot commands while carrying veggie sandwiches to the line.

1.3.2 GRILLED CHEESE Items Needed:  Gloves Operations Manual v12.20.11 Confidential.

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      

Foil White spatula Untoasted bun(s) Cheese Toppings Mayonnaise spoon Mayonnaise

Procedure:         

The bun grill must be set at 350 degrees Fahrenheit. Retrieve an untoasted bun. Spread a very thin layer of mayonnaise over the inside of both buns. Place the buns, mayonnaise side down towards the back section of the grill (horizontally, to not be confused with toasting burger buns). Slightly melt 2 pieces of cheese on the grill and place a slice on the outside of each bun. If there are any toppings on the grilled cheese, place them on top of the cheese while on the grill before assembling the sandwich. Once both buns are completely toasted, use the spatula to place the two cheese sides together. While on the grill, cut the grill cheese in half using the side of the spatula. If a grilled cheese has any toppings, do not cut it in half. Using hot commands carry the grilled cheese to the designated foil and wrap it immediately.

Facts:       

It is encouraged to slide the empty foil for a grilled cheese down to the QC while waiting for the grilled cheese to cook. When melting the cheese on the grill, it is necessary to scrape the grill afterwards. Grilled cheeses with toppings will receive the same amount of toppings as a burger. Grilled cheeses with toppings are to be dressed according to the ticket and burger chart. If green peppers and/or jalapeños are ordered, they are to be warmed on the bun grill before placing them on the cheese. It may be necessary to press down on the grilled cheese when assembling the sandwich; however, it is important to not flatten the sandwich. Grilled cheeses must be wrapped the same way as the burgers.

Safety:    

Do not touch the hot bun grill. Only white handled spatulas are permitted for use on the bun grill to prevent cross contamination. Make sure to use hot commands while carrying grilled cheeses to the line. If grilled onions and grilled mushrooms are requested for a grill cheese, be sure to use the metal spoons to remove them from the hot holding unit.

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1.3.3 B.L.T. SANDWICH Items Needed:        

Gloves Foil Ticket Toasted bun Cooked bacon Fully stocked dressing station 2 Approved white spoons Cheese

Procedure:      

Retrieve a toasted bun. Apply an even layer of mayonnaise to both the bottom and top bun. Place 6 full strips of bacon (12 when broken in half) on the bottom bun, making an even layer. If requested, place 2 pieces of cheese (NOT melted) onto the bacon. Place lettuce and tomato on the top bun as if you were dressing a burger. Bring the top bun onto the bottom bun and wrap in the same manner as a burger.

Facts:   

A standard B.L.T. contains mayonnaise, lettuce, tomato, and bacon. If cheese is requested, the cheese for B.L.T. is not to be melted unless requested by the customer. If a customer requests melted cheese, the cheese is to be melted on the bread grill.

Safety:  

Do not touch the hot bread grill. Always wear approved gloves when making a B.L.T.

1.3.4 COOKING A HOT DOG Items Needed:     

2 Red spatulas Gloves Prepared hot dog(s) Cheese Dressed hot dog bun(s)

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Procedure:            

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The grill must be set at 350-400 degrees Fahrenheit. Retrieve a prepared hot dog from the chef base. Place the hot dog flat side down in the back of the grill. Change gloves immediately. The surface of the hot dog will begin to sweat (approximately 2 minutes). Flip the hot dog. Cook the hot dog until brown in color (approximately 2 minutes). Dogs should be slightly curled. For a cheese dog; put one slice of cheese on the grill and cut it diagonally with the side of the spatula making two triangles. Place both triangles of cheese side by side on the flat side of the hot dog making certain the whole dog is covered. Place the hot dog on the spatula. With your free hand place your fingers on top of the hot dog when carrying it to the table, so that if you are bumped by another employee you have control over the spatula and the hot dog. Use hot commands when carrying the hot dogs to the designated foil and wrap them immediately.

Facts:      



The hot dog cooking time is subject to change; primary indicators are color and texture. It is mandatory to change gloves when switching between patties and hot dogs. It is mandatory to change gloves when switching between hot dogs and patties. While cooking a hot dog, it is not required to use all 3 sections of the grill. Hot dogs can only be cooked in the top 4 inches of the grill. A properly calibrated grill should always be set at 350 degrees Fahrenheit. Under certain circumstances, it may be necessary to adjust the grill up to but not exceeding 400 degrees Fahrenheit. Adjusting the grill to 400 degrees Fahrenheit is not standard practice, this is a key indicator that your grill needs to be properly calibrated. Once hot dogs are cooked, they must either be served or thrown away.

Safety:      

Do not touch the grill while hot. It is mandatory to change gloves when switching between patties and hot dogs. It is mandatory to change gloves when switching between hot dogs and patties. Only red spatulas are permitted on the meat grill to prevent cross contamination. Be careful of hot grease splashing while cooking/cleaning the grill. With your free hand place your fingers on top of the hot dog when carrying it to the table, so if bumped by another employee you have control over the spatula and the hot dog.

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   

The metal scraper is to be used, blade facing away from the body to push debris to the back of the grill and then into the grease trap. Wet towels are heat conductors; therefore, they should be used with caution when cleaning the grill. To empty the grease trap, use a dry towel to assist and carefully pour the grease into an orange bucket. Using hot commands carry the hot dog to the designated foil and wrap it immediately.

1.4 COOKING A BURGER Overview: Hamburgers are the reason why people come to Five Guys. Every hamburger we serve to our customers must be perfect. We must take pride that everywhere we go our burgers are rated the best. Understanding and being able to execute this technique will allow you to cook burgers like the Five Guys.

Items Needed:       

Meat patties 2 Red spatulas Patty press Grill scraper Tickets Gloves Cheese

Procedure:     

 



The grill must be set at 350-400 degrees Fahrenheit. To season the grill, quickly move a single patty in a circular motion without stopping. Throw this patty away. Place the first patty at the bottom edge of section 1 farthest from the bun grill, continue by placing patties up to 4 high (in high volume situations patties may be placed 5 high). When additional rows are needed, place the next row behind the first row of cooking meat (raw meat is never placed ahead of cooking meat in order to maintain proper rotation). Change gloves every time you handle raw meat before touching items such as; spatulas, the patty press, or other utensils. Do this in such a way that it is obvious to team members, customers, and secret shoppers. It may be necessary to separate patties from the grill until it is well seasoned. Wait until the edges of the patty turns gray in the first row. Flip the patty to section two. Using the patty press even out the patty once by touching all 4 corners of the patty press to the grill. You should only even out one patty at a time. It may be necessary to “shimmy” the patty press over meat. Separate the patty from the grill moving it to the same position in section 2.

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   

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Scrape the grill after moving all the patties. Repeat this process. In section 2, wait until a good amount of blood rise to the top of the patty before flipping it into section 3. The entire column should be kept together as a family. In section 3, continue flipping the patties until you see clear juice to rise to the top of the patty. Once you see clear juice the patty is done. It may be necessary to cut a small (1/4 inch) incision into the thickest edge of the thickest patty in that row. Throughout the entire cooking process, the patties will generally be flipped three to four times.

Serving: 

  

 

Communicate with the QC in order to determine what burger to pull off the grill. o A regular cheeseburger gets two slices of non-melted cheese placed in the center of two patties (an extra slice would be slightly melted and placed on the top patty). o A little cheeseburger gets one slice of cheese that is slightly melted on the grill (for extra cheese, melt both pieces and place them on top of the patty). o A little hamburger gets one patty and a regular hamburger gets two patties. The QC will call only two burgers at a time, from the bottom of the ticket to the top. The first burger called will go on the tip of the spatula and the second burger will be placed closest to the handle. With your free hand place your fingers on top of the burgers when carrying them to the table, so if bumped by another employee you will have control over the spatula and the burgers. Use hot commands when carrying the burgers to the designated foil and wrap them immediately. Place the first burger bottom to top, on the bottom bun without touching the spatula to the toppings. Use your finger tips to assist the placement of the burger. Repeat for the second burger.

Facts:    

    

Five Guys burgers are cooked well done and juicy. It is mandatory to change gloves when switching between patties and hot dogs. It is mandatory to change gloves when switching between hot dogs and patties. You do not need to change gloves to re-open the drawer to place additional patties on the grill. The chef base is sanitized every 2 hours, so it is not necessary to change gloves if additional patties are called after the drawer is already closed. We always melt the cheese on the grill for little cheeseburgers. It is never acceptable to even out a patty more than once. Unnecessarily touching and/or cutting the patty will result in a dry patty and poor quality. Hot dogs are only to be cooked at the top of the grill. Once a burger is cooked, it is either served or thrown away.

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When taking the temperature of a cooked patty, be sure and take the temperature while the patty is still on the grill. Do not temp the patty when it is served onto the dressed bun. Grilled jalapeños and green peppers for a burger are to be cooked on the meat grill. When cooking grilled onions during operating hours, they are to be cooked on the meat grill in the 3rd section of the grill to prevent cross contamination. Change gloves between raw hot dogs and patties, to prevent cross contamination. A properly calibrated grill should always be set at 350 degrees Fahrenheit. Under certain circumstances, it may be necessary to adjust the grill up to but not exceeding 400 degrees Fahrenheit. Adjusting the grill to 400 degrees Fahrenheit is not standard practice; this is a key indicator that your grill needs to be properly calibrated. Only red spatulas are used on the meat grill. It is mandatory to have 2 red spatulas for the following reasons: o You have an immediate backup in case one falls on the floor. o You may need a second person on the grill during busier shifts. o 1 spatula for sections 1 and 2, and 1 spatula for section 3, however, it is not mandatory to utilize the spatulas in this form. The heat from the grill will heat up the spatulas, preventing cross contamination between the 3 sections. Throughout the cooking process it is important to scrape the grill with the scraper to remove debris and grease. We do use water to clean the grill during a shift change. It is not necessary to turn the grill off. A quick wash of the grill does not affect the probes and there is minimal recovery time on temperature. Only use water at shift change providing there is no food on the grill. Peanut oil and/or other products such as Sprite, lemonade, and degreaser are never to be used on the grill. Only hot water is permitted to clean the grill. The meat drawer should be sanitized at least every 4 hours. The only approved container to transport water to clean the grill is a 1/3 pan.

Safety:          

Do not touch the grill while hot. It is mandatory to change gloves when switching between patties and hot dogs. It is mandatory to change gloves when switching between hot dogs and patties. Only red spatulas are permitted on the meat grill to prevent cross contamination. Be careful of hot grease splashing while cooking/cleaning the grill. With your free hand place your fingers on top of the burgers when carrying them to the table, so if bumped by another employee you have control over the spatula and the burgers. The metal scraper is to be used, blade facing away from the body to push debris to the back of the grill and then into the grease trap. Debris from the meat grill is never to be placed into the bun grill grease trap. Wet towels are heat conductors; therefore, they should be used with caution when cleaning the grill. To empty the grease trap, use a dry towel to assist and carefully pour the grease into an orange bucket.

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Use hot commands to carry the burgers to the designated foil and wrap it immediately.

1.5 COOKING FRIES Overview: Every order of fries we serve to our customers must be perfect. Cooking fries is a 3-stage process. Five Guys fries can never be cooked all the way through. The fryers at Five Guys consist of 3 stages; the pre-cook fryers, the cooling racks, and the final cook fryers. Understanding and being able to execute this technique will allow you to cook fries like the Five Guys.

Items Needed:                   

Colander (clear perforated tub) White tub White buckets with soaked fries 6-14 fry baskets 2-4 1/9 pans Orange bucket Square skimmer Large metal tray 2 Grey fry scoops Cajun seasoning Salt 2 Cajun shakers 2 Salt shakers Regular fry cups Large fry cups Small, medium, and large bags Gloves Clean white bar towel Napkins

Cooking Procedure:        

Fryers should be set at 345 degrees Fahrenheit. Place raw fries (from the perforated tub) into the fry basket a little less than halfway. Carefully place the basket into the oil. Oil level needs to be just under the “max” level. Pre-cook the fries until a slight change of color occurs (approximately 2 ½ minutes). Place the pre-cooked fries above the oil or on the cooling rack until they are dull, soft and limp (at least 2 ½ minutes, maximum of 2 hours). For the final cook, drop the fries into the oil until they begin to float (approximately 2 ½ to 3 minutes). Lift the basket periodically to shake the fries; this will prevent them from sticking together.

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          

Once the fries have completed the final stage, shake them at least 15 times. The color of the fries is not a key indicator as it will vary with type of fries we are using as well as with the age of the oil. Five Guys does not serve crispy fries. Fries should firm on the outside and like a baked potato from the inside. Place all the fries into the bin closest to the fryer. Before adding salt, refill the empty basket with raw fries and place in precook fryer. All fries receive an even layer salt (salt should be visible on the fries). For Cajun orders, move salted fries to the Cajun bin and add a generous amount of Cajun. Cooked fries can only sit in the dump station up to 5 minutes. Use the grey fry scoop to put the fries into the regular and/or large cup. Regular and large fry orders get a full fry topper (1/9 metal pan). Place the filled cup of fries in the bag and pour the topper over the fries in the bag.

Bagging Procedure:           

A small bag holds up to two items (a large fry can never be placed in a small bag). A medium bag holds up to three items. A large bag holds up to five items. Regular fries and Cajun fries are never to be placed in the same bag. When an order is completed, the ticket is taped to the side of the bag. The ticket can never be stapled, kept, or placed in the bag. Place the sandwiches flat side down in one side of the bag. Sit fry cup/cups to the opposite side of sandwich/sandwiches and pour the topper/toppers over the fry cup/cups. Place two napkins per sandwich in the top of the bag. Call all completed orders in a polite, non-scripted manner. Wait until customers retrieve their order, never leave orders unattended. If a customer rolls the top of the bag, kindly remind him/her to leave the bag open so that the steam does not make the fries soggy.

Facts:       

Fryers should be set at 345 degrees Fahrenheit. Potatoes must soak for a minimum of 15 minutes in cold water before cooking. Fill raw fries (from the perforated tub) into the fry basket about halfway, however, in high volume situations it may be necessary to fill the baskets ¾ full. No empty baskets. It is not required but it is suggested to lift the baskets periodically to shake them during the pre-cook process. Fry times are subject to change; the primary indicator is color and texture. A request for a no-salt fry is placed in a metal 1/3 or a metal ½ pan, and then transferred into the bag. The pan should be placed in the dish area, never to be left on the line.

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“Mush test” is to be conducted periodically to insure consistency. If the fry mushes easily then it was pre-cooked or cooked properly. If the fry snaps in half continue to pre-cook. Check the quality of the fry oil prior to cooking. The oil must be changed at least once a week regardless of volume. Filter oil after each shift. Check the quality of the fry oil prior to cooking. The oil must be changed at least once a week regardless of volume. Oil changing and boil out guidelines: o 0-20k: Every 7 days o 21-30k: Every 6 days o 31-40k: Every 5 days o 41-50k: Every 4 days o 51-60k: Every 3 days o 61k (plus): Every 2 days Time your oil changes so that they coincide with your busiest days (ex. if your busiest days are Friday and Saturday, your oil should be changed Friday morning). While it is OK to add oil during a shift to maintain levels, understand that adding new oil to old oil only makes more old oil and this does not extend the life of the oil. Adding oil is not a substitute for changing oil. When you change oil, you must always change all fryers at the same time. If the oil is smoking and/or has a burnt smell it needs to be changed. A fryer boil out must be performed between every oil change. If the grates are not visible when the heated 345 degrees Fahrenheit, oil is at the “max” line, the oil must be changed. Each store must have a system for tracking oil changes. In order to keep up with pre-cooks during high volume it may be necessary to use the final cook fryers. Do not bang fry baskets against fryers while shaking fries. This will damage the fryers as well as the baskets. This is will also affect your Steritech score. Fry baskets are to remain in good condition. Rotate the baskets from bottom to top in the cooling rack. Only white potato buckets are to be kept under the fry dump station. The only items allowed under bagging station are 3 boxes of oil. In the event that a customer does not respond after multiple attempts of calling their order, microphones may be used as last minute assistance in calling out their number.

Safety:     

Be careful of hot oil splashing. If an object falls into fryer, do not retrieve it with your hands. Use a square skimmer. Fry baskets used in oil will be hot. Be sure to use hot commands when swinging hot baskets. Damaged baskets must be removed from the store immediately. Keep the floor and fry station clean of debris and oil.

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Do not touch the heat lamps while hot. The pans on top of the fry dump station are hot.

1.6 QUALITY CONTROL Overview: The QC position is like a quarterback in the kitchen. In this position you can control the flow of the kitchen, evaluate the team, and give a hand when necessary. The QC person needs to be a leader in the kitchen who interacts with the customers, can evaluate the situation and react quickly. A strong QC will make the kitchen to run like clockwork.

Items Needed:        

Gloves Tickets Masking tape Number dots BBQ A1 Hot sauce Marker

Procedure:       

 

Insure all orders are dressed correctly and according to the tickets. Make sure all day counts are being called. Receive the orders from the dresser. After all orders are checked with accuracy, communicate with the grill person which burger comes up next. If possible, give the next 2 burger orders to the grill person. Point to the correct bun on which the burger is to be placed. Make certain that ticket times do not exceed 7 minutes. Wrap all complete burgers immediately. o Situate bottom bun to center of the foil. o Check for BBQ, A1, and Hot sauce on tickets. Place a generous amount directly on the patty (lift the cheese if possible on a little cheeseburger). o Place top the bun directly on top of the sandwich. o Without smashing the bun carefully hold the sandwich while pulling the 4 corners to the center of top bun. o Flip and hug to insure the sandwich is wrapped tightly (do not roll sandwiches when wrapping). Wrap all the burgers before doing anything else; otherwise, the burgers will get cold. Number the burgers according to the ticket; do not write directly on the foil with the marker.

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       

Keep the burgers in order with their tickets at all times. Notify fry orders to the fry person. Hand the wrapped and numbered orders to the expediting person to put fries and napkins in the bags to sell. Ensure that tickets are taped to the bags. Assist the fry, bagging, expediting, dressing, and grill stations when necessary. Attend to customer needs in a friendly, positive, and rapidly manner. Make sure any incorrect orders are being corrected. If a burger is to be cut in 1/2: o Wrap burger in foil. o Use a black plastic knife to cut through the burger and throw it away. o Check for foil debris in the burger. o Then wrap the burger in foil again.

Facts:   



 

A1, BBQ, and hot sauce should be placed on the table an hour before opening store. This will allow the condiments to reach room temperature. If salt and pepper is requested on a burger, sprinkle one packet of salt and one packet of pepper evenly across the burger. The QC can have the appropriate bag open before the order is ready on the fry table, not on the dressing table. However, do not put any items into the bag until the entire order is wrapped. When handling an incorrect order make certain that the following has being done: o Politely find out what the issue is and apologize. o Never take the order behind the counter to fix it. o If the burger was cooked incorrectly, retake the order using the manual order pads and get it on the grill on the fly. o If the toppings were incorrect, offer to solve the problem in one of two ways. Offer missing toppings on the side or offer to retake the order and get the corrected order out on the fly. Remakes take priority. During busy hours QC and/or fry cook is responsible for bagging if there is not a scheduled expediter on shift. It is important to call out multiple customers’ orders at once. This is an efficient use of time.

Safety:     

It is important for burgers that have been cut in ½ to be check for foil debris. Check that the time/temp logs have been completed and that any corrective actions have been taken. Sanitizer buckets are to be changed at least every 4 hours with only 2 towels and is properly labeled. The floor needs to be kept clear of debris. Make certain that all stations are continuously being cleaned and sanitized.

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Five Guys Enterprises, LLC.

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 

Make sure that proper rotation of products is followed. Never take the orders behind the counter to fix them.

1.7 CUSTOMER SERVICE Overview: Customer service is a critical part of the Five Guys brand. Our goal for customer service here at Five Guys is to be energetic, courteous, and authentic. We avoid scripted greetings as we believe these things sound insincere and false. But that does not mean that we do not take the time to interact in a positive, energetic, and helpful manner. Great customer service is essential to a positive customer experience. Customer service is making the customer feel important, it’s that extra scoop, a sincere greeting, the music, recognizing what the customer needs, knowing when to apologize, and knowing how to resolve complaints. Remember, all things at Five Guys must measure up to our burgers and fries. Our service is no exception. As an employee, it is important to remember that stores that are rated high in customer service typically achieve higher secret shopper scores, and that means more money in your pocket

1.7.2 TAKING ORDERS Items Needed:     

POS Telephone Manual tickets Pen Gift cards

Procedure: 



  

Greet the customers in a friendly manner, if there is a line; greet the customer, as they approach the register. o Avoid mechanical greetings such as “welcome to Five Guys”. o Greet each customer in a sincere and genuine manner. o Ask the customer if they are familiar with our menu. If the customer is new to Five Guys, explain the menu. o For example “Our regular burgers have two patties, while our little burgers have one. Cheese and bacon are up to you. You can have any of the toppings you would like free of charge. We have two fry sizes, regular and large. Our regular style fries are salted and our Cajun fries have Cajun seasoning, which has a kick. We also have hot dogs, grilled cheeses, and veggie sandwiches instead of a burger.” When a veggie is ordered, explain to the customer that they will only receive the toppings they request. There are no standard toppings for a veggie. Once the customer is ready, take their order. Always ask the customer if they would like fries and a drink with their order.

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Repeat the order back to the customer. Once the transaction is finalized: o Give the customer their receipt with their order number. o If the customer ordered a drink, make certain to hand them the proper drink cup. o Call back all patties, dogs, and sandwiches. o If they ordered only fries, call back “solo fry”.

Call-In Procedure: 

When taking a call in order follow these easy steps: o Answer the phone in a timely manner generally by the second ring, make sure you do the following; “Thank you for calling Five Guys in (name location) this is (your name) how may I help you?” o Begin taking the order by placing it into the register. o Make sure that you ask if they would like fries and/or a beverage. o Repeat the order back to them making sure it was taken correctly. o Take the customer’s name. o Give them an estimated time on their order and let them know that we will cook their fries upon their arrival. (If necessary provide the customer with the location of the restaurant including nearby landmarks.) o Call back the number of patties to the grill.

Web Order Procedure:  

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     

When the order has been placed online, it will automatically download to the POS system within 7 to 10 minutes prior to the customer’s arrival. When a customer places their order online the system sends them a message informing them that they can by-pass the register to pick up their order from the pick-up counter and their fries will be cooked upon their arrival. In the event the customer approaches the register: o Identify whether it is a call-in or web order. o If it is a call-in order, follow the procedure for call-in’s. o If it is a web order, direct the customer to the pick up counter and inform them that in the future it is not necessary for them to approach the register again. If a customer shows up early or requests a receipt, you can manually fire their ticket or print their receipt by pulling up the call-in order cue and selecting their name. Tickets will automatically fire on the line printer within 7 to 10 minutes prior to the pickup time, or, depending on the size of their order. Once identified as a web order, the customer can proceed to the pick-up counter. Make certain to give drink cups to the customer. When there is a line, it is important to ask if there are any call-in orders, as these take priority. If there is any call-in or web orders they get to go to the front of the line, and preferably rung in at a separate register.

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When calling back the name of the call-in or web orders simply say “Call in for (name) is here”. The QC or the person on fries should respond with “Got it”.

1.7.3 STORE ENERGY Overview: There are many reasons people choose particular restaurants. Of course they go for the food; they also go for the atmosphere, the service, and the music. They go for the entire experience. At Five Guys our passion is contagious. An unenthused staff, whether in the kitchen or the dining room, is noticed by the customer. Customer service is not just the interaction between the cashier and the customer; it is also a clean parking lot, windows free of smudges, current straight signage, clean tables and chairs, an organized soda and condiment station, an energized crew in proper uniform, and sanitary bathrooms. Over the Top: There is a fine line between having enthusiasm and being “over the top”. Call backs are not intended to be a performance; they are for communication purposes. At no point should the crew be yelling the same phrase simultaneously; this become obnoxious and artificial, and will seem insincere to the customer. Low Energy Crew: The energy not only affects the ambience of the restaurant but it affects the crew’s ability to properly communicate. The call backs are used to better direct and to help execute orders efficiently. For instance “one in the door” is letting the bread grill person know that one bun is to be placed on the grill and also to have the grill guy turn around to assess how many patties to thrown on the grill. “Solo fry” is to inform the fry person that they need to drop a fry down immediately because there is no sandwich on that order. If the crew lacks enthusiasm or passion while cooking it is likely that the customer will show the same enthusiasm to their food and/or their experience Staying busy during down time: It is critical to stay busy during down time, regardless of the amount of the crew members. When a crew loses focus, it appears as if they do not care, and it is much more likely that mistakes will be made. There is always something to do in a Five Guys. Keep communication meaningful and positive. Take advantage of the slow times to train, talk to customers, and to clean

1.7.4 Customer Complaint Action Plan Overview: Resolving incorrect orders is critical to customer service. Complaints are an incredible opportunity to convert unhappy customers to Five Guys fanatics. The speed and manner in which we respond to the issue is directly related to how we value our customer. It is essential to look at this resolution as an opportunity.

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When there is an incorrect order, make certain that the following is being done: Politely find out what the issue is, apologize, never take the order behind the counter to fix it, and let a manager know about the issue. If the burger is cooked incorrectly, retake the order on a manual order pad and get it on the grill, this order now takes priority.

Procedure: Thanking the Customer for Their Complaint: This is the first step in effectively handling a customer complaint. Simply telling the customer “Thank you for letting me know about this situation” shows them that you are sincerely concerned about their unhappiness. You will be astonished at the effect you can have on a customer when you simply thank them for voicing their complaint. In turn this, will throw off an angry customer and you will gain a little more respect in the process. Listen: Listen to what the customer has to say. Even if you cannot solve the problem, you still need to listen. For example, if a customer seems displeased because there is a long line, just be there to let them express them self because there is not much you can do. Body Language: The way you gesture can speak more than words. Maintain eye contact and do not cross your arms; this makes the customer feel as if you are being defensive. Kill them with kindness, no matter how irritated you may feel. This shows that you value their opinion and business. Apologize: In some situations, a simple apology may be the solution to the problem. These individuals just need someone to listen to their problem and take ownership for it. However, in the food industry it is common to pay for the customer’s meal. Simply ask, “What can I do to rectify this situation for you” and they will tell you their desires. You may not like their request, but do your best to ensure that they do not leave angry. True, there are some people who are just looking for a free meal and they will get loud, throw a fit and the best thing you can do is try to meet their needs. You may take a small hit, but in the grand scheme of things it will be a more positive outcome in the long run. Customer service is not only for the customer that you are serving, it’s for all the customers around you. Resolution: Our goal is to resolve every complaint in the store; however, if the customer logs a complaint on Seneca we should attempt to resolve the problem the same day it occurred. Not to exceed three business days. We must maintain a “fanatical” approach to resolving customer complaints and comments. Unresolved issues have a direct impact on future business and growth, therefore, our speed and manner is how we value our customers

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1.8 DINING ROOM RESPONSIBILITIES Items Needed:       

Red sanitizer bucket Handy wipes Windex Paper towels Broom Dust pan Condiments

Procedure:        

  

Interior and exterior windows need to be checked and cleaned throughout the shift, to remove hand prints and debris. Black floor mats are required to be kept clean throughout the shift. Floors are to be swept and free of debris. Tables and chairs must be cleaned and placed in such a way that they are easily accessible to customers and do not disrupt the flow of traffic. The flaps of open peanut boxes are not to be cut but folded into the box. A ¼ sleeve of peanut boats are required in each box of open peanuts with an approved 5 oz scoop. Peanut oil can also be stored in the dining room but no more than 2 boxes high. The condiment area must include: o At least six vinegar bottles that are a minimum of ¾ full. o At least 1 clean ketchup dispenser. o Cut lemons in the caddy on ice. o Fully stocked clean black condiment caddy:  Black plastic forks and knives with the handle side out.  Salt and pepper packets.  Sugar and sugar substitute packets.  Ketchup packets.  Wrapped straws.  Soufflé lids and cups.  Beverage lids if there is not a designated lid dispenser. 9” stack of napkins and/or dispenser near the customer pick-up counter. Continuously empty the trash cans in the dining room. Approved register items: o Register and printer. o Laminated toppings menu. o Paper menus. o Warning labels. o Tip Jar (using a black sharpie and in plain text).

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o o o o o o

Gift card signs with gift cards. 3 stacks, a sleeve high, of each cup, regular and large for each register. Water cups to be stored under the register in a plastic container or with a lid on the bottom cup. A phone kept under the counter. Manual order pads and pens. Water bottle display filled with ice.

1.9 SHIFT CHANGES Overview: A properly conducted shift change is a huge part of our success in our restaurants. This time allows an opportunity for the day and evening crews to communicate important information such as; preps needs, equipment issues, cash reconciliation issues, upcoming special orders, and in-progress orders that must be completed by the incoming crew. It is essential that staff members be accurately aware of their own positions as well as the position of other staff members.

Procedure: 

Kitchen: o Restock the dressing station. o Cook mushrooms and onions, replace the metal pans and add water to the hot holding unit. o Rotate and restock bread. o Sanitize all surface areas, handles, and change sanitizer buckets. o If possible, clean the grills (during the mid shift, it is not necessary to turn off the grills while cleaning) and empty the grease traps, including the hood grease traps. o Restock the chef base with meat, cheese, and hot dogs. o Change the ice for the cheese. o Empty the water from the large white cambro in the fry dump cart. o Filter the fryers without using the white hose. o Restock the white fry buckets under the fry bin. o Restock the bagging station; stock cups, bags, napkins, and 3 boxes of oil. o Refill salt and Cajun shakers. o Sweep the kitchen and empty all the trash cans. o Wash, rinse, and sanitize all kitchen utensils.



Back of the House: o Check for additional prep in the walk-in cooler. o Check for prepped potatoes in the prep sink. o Wash, rinse, sanitize, air dry, and store all the dishes. o Sweep, mop, and empty all the trash cans. o Sanitize all the surface areas and change the sanitizer buckets.

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

Dining Room: o Sanitize all of the surface areas, counters, and chairs. o Restock the condiment station and wipe down the soda station. o Sweep the floors and spot check all the walls. o Clean all the windows and doors. o Empty all the trash cans. o Refill the peanut boxes and restock peanut boats; each box of peanuts must be at least ¾ full (check for freshness of peanuts daily). o Clean and restock the bathrooms.  Plungers should always be stored in a closed, clean trash bag in the mop sink. Be sure to clean the toilet and change the trash bag after each use. o Check the store front and the parking lot for debris.

1.9.1 DISHWASHING Overview: Manual dishwashing is done in foodservice operations to clean and sanitize dishes, small wares, and utensils especially when there is not a dish machine. Foodservice employees must use proper dishwashing procedures and monitor to ensure that sanitizing is done.

Procedure:   

• •  

Follow state and local health department requirements. Clean and sanitize sink and surfaces before filling. Set-up and use the three-compartment sink in the following manner:  In the first compartment, wash with a clean detergent solution at or above 110 degrees Fahrenheit or at the temperature specified by the detergent manufacturer. If pre-wash is needed, this must be done over the wash sink and not in the rinse sink  In the second compartment using the spray devise, rinse with clean water. No prewashing of dirty dishes in this sink is allowed. Pre-rinsing of dirty dishes in this sink will lead to cross-contamination of already cleaned items. This sink must be maintained clean at all times. This sink cannot be used to hold dirty dishes at anytime.  In the third compartment, sanitize with a sanitizing solution mixed at a concentration specified on the manufacturer’s label (150 to 400 PPM). Test the chemical sanitizer concentration using an appropriate test strip. Sanitize dish for at least 30 seconds. Inspect food contact surfaces of equipment and utensils visually to ensure that surfaces are clean. Monitor the use of three-compartment sink on a daily basis. Monitor the water visually in each sink to make sure it is clean and free of food debris. Test the sanitizer concentration in the third sink using appropriate test strips if chemical sanitizing is used.

Facts: 

Dishwashing is a three-step process: wash, rinse, and sanitize.

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  

Sanitizing can be done with the use of chemical sanitizers at the appropriate concentrations. If sanitizing is not done appropriately, cross contamination can occur. Five Guys policy: The three compartment sinks are only used for washing of dish ware and equipment. Food prep of any type is not allowed in the three compartment sinks.

Safety:  

Knives are to be immediately washed and put away, never leave knives in or around the sink. Drain and refill compartments periodically and as needed to keep the water clean and free of debris.

1.10 CLOSING Overview: Closing is one of the most important tasks here at Five Guys. Closing needs to be done correctly and consistently every night. Many employees underestimate the importance of closing. Cutting corners and rushing to go home will build up overtime, resulting in low health department and Steritech scores. The important thing to remember is that everything we do while closing, will determine how successful we will be the next day.

1.10.1 CLEANING THE GRILL Items Needed:      

Grill brush Green scrub pad Hot water in 1/3 pan Metal scraper Bar towels Orange bucket

Procedure:        

Remove all the meat, hot dogs, and cheese trays from the chef base and put them in the walk-in. Remove all of the hood vents and grease traps and take them to the dish washer. Empty the grease trap into an orange bucket. Turn off the grills. Pour hot water onto the grills. Allow the water to boil off any remaining debris. Use the metal scraper to remove any remaining burger scraps. Use the grill brush and a green scrub pad to help clean the surface of the grill, adding water as needed.

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          

Use the grill brush and a damp bar towel to clean off any streaks and/or remaining grease. Use a dry bar towel to buff the grill. Empty the grease traps into an orange bucket. Use caution as the grease traps may be hot. Once both grills are clean, take the grease traps and all grill utensils back to the dish washer. Using a dry bar towel wipe off any remaining grease and debris. Sanitize the chef base, drawers, and gaskets with a handy wipe. With assistance pull the grills away from the wall, using the grill handles. Use a dry bar towel to remove the grease from the back wall, Wipe out all the grease from the vent tracks before putting the clean hood vents back. Once the floors behind the grill have been cleaned, push the grills back in place. Once everything is cleaned, return all the grill utensils back to the line.

Facts:     

It should take no longer than 20 minutes to clean both grills. Only hot water is to be used when cleaning the grill. It is necessary to use a new green scrub pad to clean the grill. It is important that the grills are still hot but not on while cleaning. All the hood vents must be washed, rinsed, and sanitized.

Safety:         

Do not touch the grill when it is hot. At night the grill must be turned off while cleaning. Steam is hot, wait for steam to dissipate before scrubbing. Be careful of hot grease splashing while cooking/cleaning the grill. The metal scraper is to be used with the blade facing away from the body to push debris to the back of the grill and then into the grease trap. Wet towels conduct heat; use a grill brush to move the towels around the grill surface. If necessary, use a dry bar towel to assist you when emptying the grease trap into the orange bucket. When moving the grills two people are required. The grills are not connected to the chef base so make sure to use the handles located on the chef base.

1.10.2 CLEANING THE DRESSING STATION Items Needed:     

4 1/3 Pans with lids 2 1/6 Pans with lids 3 1/9 Pans with lids Gloves Sanitizer bucket

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 Labels

Procedure:                   

Turn off the hot holding unit and the heating table. Remove everything from the dressing station. Flip the pans (take the product from the old containers and place into the new clean containers. New product is to be placed underneath the old product. FIFO) Date the new pans. Put lids on the lettuce and tomatoes and take them to the walk-in. All back-up items are to be taken back to the walk-in. Take all dishes and the white cutting board to the dish washer. Wipe down the salad bar and dressing table with a sanitized handy wipe. Focus on the gaskets, the drop down lid, the shelving, and the doors. Wipe down the entire of the dressing station. Throw away any leftover cooked onions, mushrooms, and bacon. Take the dirty pans and spoons back to the dish washer. Pull the salad bar away from the wall and wipe down the walls and sweep the area underneath. Unplug the dump out the hot water from the hot holding unit into a floor drain using caution. With a dry towel wipe down the hot holding unit and sanitize it. Plug the hot holding unit back in. Clean and dry all ketchup and mustard bottles. Then refill. Retrieve all sanitized utensils and set up the dressing station. Restock the buns (FIFO). Using a sanitized handy wipe, wipe down the area.

Facts: 

  

Using the FIFO rule, store the bread under the dressing table. If there is not enough bread to fill the bread rack, the rack should be placed in back. Never stack bread more than 1 bag high. It is optional to cover all of the items in the dressing station for overnight storage. It is optional to take all of the items from the dressing station to the walk-in overnight. Lettuce and tomatoes must be covered and placed in the walk-in for overnight storage.

Safety:  

Turn off the hot holding unit before cleaning. Use assistance when dumping hot water out of the hot holding unit.

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1.10.3 CLEANING THE FRYERS Items Needed:        

Orange buckets Square skimmer White fryer hose Green scrub pad Skewer (metal shaped “L” tool) Bar towels Sanitize bucket Filter paper

Procedure:       

     

Turn off all the fryers. Throw away all the pre-cooked fries. Place all the uncooked fries in the white buckets and fill them with water. Cover all the fry buckets and place them in the walk-in (6” off floor). Empty the salt and Cajun shakers into two fry cups, cover them with foil and store them for the next day. Using the skewer tool remove the metal grates from all the fryers. Let them cool by placing them in the cooling rack. Take all of the following items to the dish washer: o Fry baskets. o Fryer racks. o Empty salt and Cajun shakers. o Metal sheet pan. o Metal 1/9 pans. o Fry scoops. o Fry rolling cart. o Fry dump bins. o Fry cup holders. o Metal grates from fryers. Skim all the debris from the fryers. Under the first pre-cook fryer open the door and pull down the blue lever to begin the filtering process (only filter one fryer at a time). While the first fryer is draining, open the door under the cooling rack and connect the white hose to the fryer spout. Rest the hose in the cooling rack. With the blue handle still down, pull the red handle to let the fryer begin pushing debris down into the filter drawer. Use a dry bar towel to wipe down the back and sides of the fryers (do not put your hand in the fryer). Use the green scrub pad to remove any oil build up around the sides of the fryers.

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              

   

Then place the white hose in the first fryer using only the hose handle. Push the red handle back in to stop the pump. To activate the hose, pull the yellow lever. With the hot oil from the hose, spray the interior of the fryer to drain the debris into the filter drawer. If needed, use the skewer to unclog to the drain inside the fryers. Push the yellow lever closed and place the hose tip into the cooling rack to drain. Push the blue lever up to close the drain. Pull the red lever to fill. Rapid bubbles indicate that the process is complete. Push the red lever in when completed. Repeat the process for all the fryers. With caution, pull the fryers away from the wall. Use a dry bar towel to wipe the back wall. Use the quick connect feature on the fryer to disconnect the hose. Drain excess oil from the hose over the cooling station and take it to the back (do not use water to clean). Wipe down the face fronts of all the fryers with a dry bar towel. Use caution to roll the filter drawer to the back of the house to clean. o Use a dry bar towel to remove the filter weight by the handle and give it to the dish washer. o Use a spatula to remove the filter paper and debris. o Use a spatula and a dry bar towel to remove the metal grate and give it to the dish washer. o Use the water hose to spray out the filter drawer with hot water; do not submerge the drawer in water. o Use a dry bar towel to absorb the water and any additional oil from the filter drawer. o Reassemble the filter drawer correctly. o Take the filter drawer back to the front and place it under the fry dump station (never place back into the fryer). From the bagging station, place the paper bags, cups, napkins, and boxes of oil on the counter. Use a sanitized handy wipe to wipe down the bagging station table, top to bottom and restock. Use a dry bar towel to wipe down the fry dump station, top to bottom, then sanitize. Set up the fry station with clean and sanitized utensils for next day.

Facts:    

It is mandatory that all fryers are filtered mid-shift and after 10 PM. Chemicals that come with fryers are to be thrown away immediately. In high volume stores, it maybe necessary to change the filter paper after filtering the first two fryers. This will prevent the fryers from becoming clogged. When doing a mid-day filter, do not use the white hose to clean the fryers.

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

Black floor mats for the fry station are recommended but are optional. If used, the mats must be cleaned every night. Orange grease buckets should be emptied and cleaned nightly. Boil outs need to be done once a week, only in the morning. All food contact areas in the kitchen are to be sanitized nightly. Paper bags and napkins are to be restocked the height of a medium bag. Napkins are to be faced folded side out. Cups are required to be at least one sleeve high. The only items allowed under bagging station are 3 boxes of peanut oil.

      

Safety:           

Be careful of hot oil splashing. Use a dry bar towel to wipe down the back and side of the fryers (do not put hands in the fryer). Hold the white hose by the handle, use extreme caution. If an object falls into the fryers, do not use your hand to retrieve it, use the square skimmer. Fry baskets, grates, and filter drawer will be hot. Be sure to use hot commands. Damaged baskets must be thrown away immediately. Keep the floor and the fry station clean of debris and oil. Do not touch the heat lamps when on. Pans on top of the fry dump station are hot. Always use caution when moving the fryers. The filter drawer is never to be put back under the fryers overnight. This is a fire hazard.

1.11 FIVE GUYS ORGANIZATION Overview: The key to any successful Five Guys begins with the ability to organize and maintain a clean working environment. In addition, the Five Guys brand standards should be apparent throughout the store. The restaurant storage areas can be broken down into 5 basic parts: dining room, kitchen, prep area, walk-in, and office. It is absolutely essential that the items within these areas are strategically placed so that they are easily accessible to employees and/or customers. The following breakdown is a crucial part of operating a successful Five Guys restaurant. Keep in mind that each and every store is different in its design and that these guidelines should be adapted and applied to each stores’ individual needs.

1.11.1 DINING ROOM Procedure: 

All Five Guys restaurants are required to have the proper and current signage package before their opening.

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

  

    



Black floor mats are required in front of kitchen entrances as well as the soda station at all times (during inclement weather, black floor mats and wet floor signs are required at all entrances). Tables and chairs must be placed in such a way that they are easily accessible to customers and do not disrupt the flow of traffic. Potato boards should be filled out with the city, state and farm of that day’s delivery of potatoes. Potatoes should be dated and stacked 2 rows up and no more than 4 rows high. Stack potatoes 2 high vertically and then 2 high horizontally. This will protect against the whole row falling. Peanuts can be stored no more than 3 high in the dining room, this includes the open box. The flaps of the open peanut boxes are not to be cut but folded into the box. A ¼ sleeve of peanut boats are required in each box of open peanuts with an approved 5 oz scoop. Peanut oil can also be stored in the dining room but no more than 2 boxes high. Condiment area must include: o A minimum of six vinegar bottles that are at least ¾ full. o 1 clean ketchup dispenser. o Cut lemons in the caddy on ice. o Fully stocked clean black condiment caddy:  Black plastic forks and knives handle side out.  Salt and pepper packets.  Sugar and sugar substitute packets.  Ketchup packets.  Wrapped straws.  Soufflé lids and cups.  Beverage lids if there is not a designated lid dispenser. o Napkins and/or dispenser near customer pick up counter. Approved register items: o Register and printer. o Laminated toppings menu. o Paper menus. o Warning labels. o Five dollar spiked tip Jar (with “TIPS” written with a black sharpie and in plain text). o Gift card signs with gift cards. o 3 stacks, a sleeve high, of each cup, regular and large for each register. o Water cups are to be stored under the register in a plastic container. o A phone to be kept under the counter. o Manual order pads and pens.

Facts: 

If potatoes are against the wall, they are to be stacked a maximum of 5 high.

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

Each store must have 2 ketchup dispensers, however, only one dispenser is required on the counter.

Safety: 

All shelving units must be 6” off of the floor.

1.11.2 KITCHEN Procedure: 





Dressing station can only have the following: o Using the FIFO rule, store the bread under the dressing table. If there is not enough bread to fill the bread rack, the rack should be placed in back. Never stack bread more than 1 bag high. o If bags of bread have been torn open, place the bag inside a white plastic to-go bag, close, and label. If the bags are not torn, simply close the bag and label. o 2 boxes of each size of gloves at all times. o 1/6 pan with soufflé cups, lids and black plastic knives. o Always have 2 open boxes of foil. o A labeled orange bucket for empty ketchup and mustard bottles. o Time/Temp log with calibrated thermometer and a pen. o A metal 1/3 pan set in the dressing table with a minimum of 2 ketchup and 2 mustard bottles. o A roll of paper towels on the handle of the bacon basket. o Properly labeled A1, Hot, and BBQ sauce bottles set at the QC end of the dressing table. o Number dots, masking tape, and a black Sharpie. The grill station can only have the following: o A bun rack wrapped in foil. o 1 white spatula, use only on the bun grill. o 2 red spatulas, use only on the meat grill. o Metal scraper. o Scraper. o 1 patty press. o Metal grill utensil caddy. o 2 metal 1/3 pans; one shallow, one regular depth for icing cheese. o 1 orange bucket for grease. The fry station can only have the following items: o 3 Stacks of 12 oz (regular) and 24 oz (large) fry cups stacked at least 1sleeve high. o 6 lb, 12 lb, and 20 lb paper bags stacked the height of 1 medium bag. o 2 unopened bags of napkins stacked at least the height of one open medium bag, with 4 even stacks of napkins on top, fold facing out. o 2 salt shakers and 2 Cajun shakers.

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



o 2 grey fry scoops. o 2-4 metal 1/9 pans. o 1 large metal sheet pan. o 3 boxes of peanut oil. o 6-14 fry baskets. o Rolling fry cart with a perforated clear tub and a white tub. o 1 orange bucket with a square skimmer, located under the fry dump cart. o Maximum of 6 white potato buckets with drained potatoes under the dump station. o 1 clean dry bar towel. Items that can be placed under the front counter: o A full sanitizer bucket. o Foil. o Gloves. o Napkins. o Paper and plastic bags. o Cups. o Sides of Cajun. o Dry goods. Wall In Kitchen: o All managers Serve-Safe certificates must be framed. o All managers Quality Control certificates must be framed. o Fire extinguisher plaque. o Maximum capacity sign. o Emergency contact numbers. o Five Guys Question and Comments sign.

Facts:            

Bun tabs are to be tucked under the bag so they are not visible to customers. Only one box of gloves can be at the QC position under the prep table. 1 Metal 1/3 pan and 1 metal 1/6 pan is allowed in low volume stores. Prepped bacon is to be stored on the bottom 2 shelves of the bread rack or in the prep kitchen on a prep table. There are to be 2 orange buckets in the kitchen at all times. However, it is optional to have a 3rd orange bucket for high volume stores. The optional 3rd orange bucket is to be kept under the raw dump cart. Due to the risk of cross contamination, prepped bacon is not to be stored under the raw fry dump cart. Napkins are to be stocked folded side out on the bagging station. Brown bags are to be stored with tab side up. Paper bags and napkins are to be restocked the height of a medium bag. In high volume stores, it is acceptable to have 1 back up of each Cajun and salt shakers. Extra condiment sides should be dated with the prep date and kept in the dressing station.

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

If there is not enough room in the kitchen for the manager’s certificates they can be hung in the back of the house.

Safety: 

All shelving units must be at least 6” off the floor.

1.11.3 PREP AREA Procedure:    



 

The prep area is to be organized so that every item is easily identifiable and obtainable. A full sanitizer bucket. Sanitizer PH test kit. Wall shelving units must have the following items: o Only store paper products above the potato sinks. o Only store clean dishes above the sanitize sink. Free standing shelves should have: o Dated food items. o Clearly labeled chemical items store away from food. o Clean and dry dishes. Clean/dirty aprons and bar towels are stored in labeled bins. In mop sinks all items must be hung: o Mops. o Brooms. o Dustpans. o Squeegees. o Wall-mounted chemicals.

Facts:    

Nothing should be kept under the prep table in the back of the house. Due to a lack of space, clean dishes can be stored above chemicals on the same rack. Lids on the bins used to store dirty aprons and towels are encouraged. Using single use paper towels is allowed to dry dishes before storing. It is never acceptable to substitute bar towels for the single use paper towels.

Safety:      

Heavy items are not to be stored on the top shelves (i.e. soda boxes). Spray bottles must be clearly labeled. All shelving units must be at least 6” off of the floor. Mops must be hung upside down to prevent pests and mildew. Knives and cutters must be immediately cleaned, sanitized, and stored after each use. All deliveries must be dated as soon as they are received and immediately stored (FIFO).

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1.11.4 WALK-IN      

The walk-in cooler must be organized so items can easily be identified and retrieved. FIFO rule applies to all food products. A dunnage rack is permitted in the back of the walk-in for additional storage. Keep the walk-in cooler clean and organized. One side of the walk-in is designated for produce and the other is for meat. These two items are never to be stored together. Walk-in cooler organization. Please see and post the most current BOH signage.

Facts:   

Potato buckets are to be stored in the walk-in with a lid. Potato buckets are to be stacked no more than 2 high on the dunnage rack. All products should be rotated correctly (FIFO).

Safety:  

All shelving units must be at least 6” off the floor. Heavy items are not to be stored on the top shelves, i.e. onions, tomatoes, and lettuce.

1.11.5 OFFICE    

The managers’ office should be organized at all times and should only contain items that are relevant to the restaurant. Proper use of clipboards, drawers, and shelving must be present. Schedules, sales calendar, secret shopper scores, and employee information should be visible to all employees. A fully stocked First Aid Kit should readily available to all employees. If the office is kept locked during the operational periods, the First Aid Kit must be located outside of the office.

1.11.6 STORAGE ABOVE SINKS Procedure:  

The following are general guidelines for the use and organization of the shelving above the sink units. These guidelines are structured around the FDA food code. Three compartment dish sink shelving: o 1) Divide the shelving area in half (down the middle of the rinse sink)  Side one (which includes the wash sink)  Can store: boxes of paper goods and/or boxed goods  Cannot store: clean dry dishware (due to the potential of splash up contamination), chemicals  Side two (which includes the sanitizer sink)

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



Can store: clean dry dishware, boxes of paper goods, and/or boxed goods  Cannot store: chemicals Four compartment prep sink shelving: o 1) Divide the shelving area as follows:  Side one (potato cutter area and first sink)  Can store: boxes of paper goods and/or boxed goods  Cannot store: clean dry dishware (due to the potential of splash up contamination), chemicals  Side two (last three prep sinks)  Can store: clean dry dishware, boxes of paper goods, and/or boxed goods  Cannot store: chemicals

1.11.7 REQUIRED BACK UP SUPPLIES                       

Potato cutter: 1 in use, 1 back up Potato cutter blades: 1 in use, 1-2 back up Potato cutter rods: 2 in use, 2-4 back up Tomato cutter blade: 1 in use, 1 back up Patty press: 1-2 in use, 1 back up White spatula: 1 in use, 1-2 back up Red spatulas: 2 in use, 2-4 back up Grill scraper blades: 1 in use, 2-4 back up Fry baskets: 14 in use, 2-4 back up Fry skimmer: 1 in use, 1-2 back up Cajun shakers: 2 in use, 2 or 4 back up Salt shakers: 2 in use, 2 or 4 back up Fry scoops, 2 in use, 2-4 back up Peanut scoops: 2-3 in use, 2-4 back up Slotted spoons: 2 in use, 2 back up Ketchup dispensers: 2-3 in use, 1 back up Lemon tongs: 1 in use, 1-2 back up Knives: 4 in use, 2-4 back up Gift card holders: 2-3 in use, 2 back up Light bulbs: all lights must be working, at least 1 back up for each light fixture Thermometers: must have 1 for each refrigerator unit, 2-4 back up POS stickers: all registers must be covered, 1 back up for each register Toppings charts: 1 for each register. 1 back up for each register

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SECTION 2 FIVE GUYS STANDARDS

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Overview: Every guideline, rule or regulation is in place with the sole purpose of protecting the Five Guys brand. Five Guys strives to be the opposite of a commodity. We serve a quality product that is different from any other product, and we must constantly strive to protect that by maintaining the integrity of our food and our brand identity. The worst thing Five Guys can do is present ourselves as a commodity.

2.1 FIVE GUYS UNIFORM     

         

Approved Five Guys uniforms (i.e. hat, apron, shoes, pants and shirt) must be worn by employees during all hours of operation. Only Five Guys certified manager/shift leaders are permitted to wear the Five Guysapproved grey short-sleeve shirt during their shift. Only Five Guys certified district managers, regional managers, and corporate trainers are permitted to wear the Five Guys approved red short-sleeve collared shirt. Crew members are required to wear the Five Guys approved clean red short-sleeved shirts during their shift. Shirts are to be free of rips or holes. All employees are required to wear the Five Guys approved hat, clean, and bill facing forward, during their shift. Hats must be in good condition, with no visible writing, no fading, or white glove powder residue. Visors are approved for franchise stores, however they are not recommended. If worn, a hairnet is required. If long sleeves are necessary, employees may wear a clean white, fitted long-sleeved shirt under the required Five Guys shirt. All employees are required to wear clean red aprons around their necks that are tied at the waist while in the kitchen, back of the house, and in the dining room. Close-toed, non-slip shoes are the only approved shoes. Pants or knee-length shorts are required, jeans are preferred (black pants or khakis are permitted). Only a plain wedding band and stud earrings are permitted. Watches and/or facial piercings are not allowed. Hairnets must be worn by anyone that has hair that is shoulder length or longer. Dew rags or other head gear must be tucked under the hat and cannot be visible to the customer. Any employee working on the line or in the back of the house must wear the proper Five Guys uniform (i.e. hat, apron, shoes, pants and shirt). Logo uniforms must be purchased from the Five Guys-approved apparel vendor.

2.2 STORE HOURS Standard operating hours for a Five Guys establishment are 11:00 A.M.-10:00 P.M. However, some stores within the Five Guys system may operate under different store hours. Any variation must be approved in writing, by the Five Guys Enterprises COO, Sam Chamberlain. Managers are to arrive prior to the crew’s arrival. The morning crew must arrive in an adequate amount of time to prepare Operations Manual v12.20.11 Confidential.

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everything for the day. The night crew is required to remain in the store until the store is completely cleaned to meet Five Guys’ standards.

2.3 HOLIDAY HOURS Listed below is the holiday schedule for all Five Guys establishments:          

New Year’s Day- Open all day. Easter- Open all day. Memorial Day- Open all day. Independence day- Open all day. Labor Day- Open all day. Columbus Day- Open all day. Thanksgiving Day- Closed. Christmas Eve- Close at 5:00 PM (mall locations are exempt). Christmas Day- Closed. New Year’s Eve- Open all day.

2.4 APPROVED RADIO STATIONS Listed below are the only approved radio stations for all Five Guys establishments:  

Sirius: o Classic Vinyl, Classic Rewind, and Deep Tracks. Muzak: o Rockshow or the predefined Five Guys playlist.

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SECTION 3 MANAGERS RESPONSIBILITES

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Overview: Each store is required to have a grey shirt General Manager on the schedule at all times. However, the General Manager does not need to be present during all hours of operation, but a gray shirt does. Our business operation is not complex. While it is not simple to execute, it is exceedingly simple to understand. Our first role as manager is to be a good teacher. Each member of the team needs to understand how important it is to execute the fundamentals properly. We should all have a ‘single burger’ mentality, where every burger that goes out over the counter is the best we can make. Each ‘perfect’ hamburger represents many of steps, each one additive in its impact, all coming together to make the perfect meal. Compromising one step, and the quality of the entire experience suffers: a burned bun, a dry hamburger, wrong condiments, too much/too little toppings, a loose wrap, a mismarked/unmarked burger, a messily stacked bag, a misdirected fry cup/topping, an inaccurate hand-off, bad/no interaction with the customer.

3.1 BEFORE A SHIFT  

All administrative managerial duties should be completed prior to the crew arriving in the morning. This includes all paperwork. Before the store opens, use the checklist located on the extranet and complete.

3.2 ORDERING AND RECEIVING PRODUCT New Store Account Set-Up: Six weeks prior to opening, the franchisee (with help from the district manager) must set up their food order with their distribution center. Food for the United States is ordered through US Foods, while food for Canada is ordered through Sysco. The food distribution center representative will provide the franchisee with two applications: one is for food and the other for small-wares. Once these are completed, the representative will then establish the account and set up the online login information for the restaurant (this will take a few days). Once the account is set up, the general manager must contact the district manager for assistance in establishing an initial food par as well as online ordering. Deadlines for food orders vary based on region, so enough food should be ordered to last one day beyond the delivery date.

Placing a US Foods/Sysco Order: US Foods: o o o o o o o

To access the login screen go to https://www.UsFood.com . Enter your user name and password. Click Login. Click on “New Order”. Select “Order Guide” and click continue. Enter the number of each item needed in the far right column labeled “Full.” Once all items needed are entered, click “Review/Send” in the legend located at the bottom of the screen.

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o o o o

Click “Save Order” located in the legend at the bottom of the screen. Click “Send Order” located in the legend at the bottom of the screen. Once the order is sent click “print.” Save the printed copy of the order to verify the invoice upon delivery.

o o o o

To access the login screen go to http://www.esyscov2.ca/ Enter your user name and password. Click “Login.” From the “Select Customer Window” select your company and click the “Function” button. From the main window select the “Main Heading” tab. Click the “Main Function” button. From the “Order Information” window enter the appropriate information related to your order and click the “Function” button. You will now be directed to the main order page of eSysco. In the “Item Number” field, enter the item number of the product you wish to order and press “Enter.” This will place you in the “Case Amount” field.  Enter the number of cases (CS) you require or the number of eaches (EA) and press the “Enter” key. The system will automatically update the order line with the product description, brand, price, Quantity on Hand (QOH), pack size, and total price and place you on second line of your order. Continue entering your product ID’s. When you have completed your order select the “Function” button. The “Order Information” screen will present itself. After you have completed the “Order Information” screen click the function button. The system will now ask you to print or continue the order process. Select “Function” button to process the order or to print a copy of your order. The system will now place you the “Suspended Order” sub-heading page of the “Main Orders” main page. Click on “Open” sub heading page to view your order(s) If you would like to see the detail of the order, select the order you would like to look see and click the “Open” function button at the bottom of the window. If you would like a printed copy of your order, then click the “Function” button and a window will appear with your order as it will be printed.

Sysco:

o o o o o

o o o

o

o

Bread Orders:    

All bread ordering is to be done via the extranet www.fiveguys.net by the specified deadline. Bread has a shelf life of 5 days. Five Guys does not permit bread to be refrigerated. If a store runs out of bread, call the FGE/FGO district manager. The manager/franchisee must call another Five Guys location to borrow bread. The district manager must call the

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

bakery for a rush delivery of extra bread. In the event that your store is not able to get our buns from another location you must close the store. Serving another type of bread is not an option at anytime.

Receiving Deliveries:          



Schedule deliveries before 11:00 A.M. or after 2:00 P.M. Organize, consolidate, and rotate existing products prior to delivery (FIFO). The manager or shift leader must verify by spot checking boxes, dates, and condition of products for quality assurance upon delivery. Hourly staff can then date and properly rotate products. Meat should arrive within14 days from the grind on/pack date. Meat should look and smell good, have a temperature range of 28-41 degrees Fahrenheit, and the vacuum seal must be intact. Compare products to the invoice. Ensure paper deliveries are placed in a dry and secure area. No products are to be stored on the floor. All products must be at least 6” off of the floor. As a company policy, all deliveries are to be put away as soon as possible. However, perishables should take priority. This is the responsibility of the store not the delivery person. Be sure to follow up on credits for products that do not meet Five Guys’ standards.

Equipment/Product Issues: 

 

Any time one of our vendor products is not up to our standards it was intended, the product issue form should be filled out and emailed to Carl Napiwocki, Chris Eichfeld, your Five Guys district manager, your Five Guys regional manager, and your US Foodservice representative. The purpose of this form is to ensure the quality and operational standards in all Five Guys stores. The product issue form should be completely filled out and submitted with pictures to help expedite your claim. The product issue form, can be downloaded via the Extranet.

3.3 IN THE KITCHEN 

As a routine, all the managers must perform the “Best Practices” leaders path and a MOD (manager on duty) travel path throughout his/her shift. This is a walk-through of the store designed to ensure standards and quality. o Leader’s Path:  First impression-Lot, windows, mats, door, decals, signage, umbrellas up, sidewalks, and landscaping.  Inside- Music, peanuts, dining room cleanliness, lighting, and restrooms.  Verify- Kitchen temperatures, bread dates, and cooler temperatures.  Energy- Check the crews/managers energy level and enthusiasm.  Guest experience- Service, crew interaction, and food quality.

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o

 Use of tools- Tip jar, sales record calendar, and cleaning calendar.  Your impact- Intensity while in the restaurant is important. Be contagious.  Summarize your experience- Let the team know what you saw. MOD Travel Path:  Atmosphere.  Burgers.  Fries.  Kitchen cleanliness.  Drink/condiment station.  Windows/floors.  Tables/chairs.  Peanuts.  Trash cans  Rest rooms.  Parking lot.  Back room.  Delegate.

3.4 COUNTING DOWN THE DRAWERS Items Needed:    

Drawers Calculator Pad of paper Pen

Procedure:  



   

Begin counting the change starting with the quarters, dimes, nickels, and pennies. Once the change total is reached, set aside the change exceeding any dollar amount in a separate pile. For example, total change is $16.72, take the $0.72 cents and place them to the side for final deposit. Count all the dollar bills. Add the counted change and ones together. Set aside the ones exceeding any even dollar amount in the pile with the $0.72 cents. For example, $16.00 (change) plus $152 in ones equals $178. Take away $3.00 and place them aside for the final deposit. Count any additional bills in the drawer to equal $200.00. This will be your drawer’s bank (bank amount will vary from store to store). Once you have reached your $200.00 bank, place any additional bills into the pile set aside for the final deposit. Count the set-aside pile. This should be equal to your drawer “Cash Due” report. Fill out a deposit slip and prepare the deposit according to the franchisee system.

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3.5 SCHEDULING New Store Procedure:      

There must be a gray shirt on duty, during all hours of operation. All requests for days off should be made prior to making the schedule. The work schedules are to be made 2 weeks in advanced before any store opening. Shifts are split into daytime employees and nighttime employees. This distinction should be apparent on the schedule. Morning shift is to work from prep until shift change. There must be enough employees to handle the lunch rush. Night employees are to be scheduled until 11:00 P.M. and can be staggered in their arrivals.

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SECTION 4 RADIANT

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4.1DAILY PROCESSING: END OF DAY AND START OF DAY AT POS         

Touch the “Store Management” button at the bottom of the POS screen. Enter the management pin or swipe the manager card. Touch the “Site Operations” button on the left side of the screen. Touch the “Daily Processing” button. Verify that the “End Date” is correct (the “End Date” should be the current calendar date and the start date should be the following calendar date). Touch the “Perform” button. Touch the “Yes” button. Touch the “Go Back” button. Daily processing is then completed.

Daily Reports- At the POS         

Touch the “Store Management” button at the bottom of the POS screen. Enter the management pin or swipe the manager card. Touch the “Site Operations” button on the left side of the screen. Touch the “Site Reports” button. Touch the button for the desired report, such as “Financial.” Select the desired date. Touch the “All” button to run a system wide report of select a specific cashier for an individual report. The selected report will then be displayed and you can touch the “Print Report” button. Touch the “Home” button to return to the “Select Operations” screen, or touch the POS button to exit “Store Management.

4.2 LOG ON TO ENTERPRISE        

Double click on the Internet Explorer icon. In the address bar, type https://fiveguys.redprarie.net/ to access the Five Guys Enterprise environment. Click “Login.” The system will display the login screen. Enter your member ID and password. Click the continue button. The system will display your “User Menu” and “Dashboard.” You have successfully logged into Enterprise.

4.3 START OF DAY INTO ENTERPRISE   

Click the 5G’s Basics Folder. Click the workflow calendar menu item. A calendar will be displayed.

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    

   

Click on today’s date (it will be highlighted in blue). Previous dates should display a status of “posted.” All of the daily workflows are displayed. Click on the “Five Guys Start of Day Workflow” link. Click the “Manager Open Day” task one time and wait for the green checkmark. Click the “repair unprocessed punches” task and wait for the green checkmark. o If there are unprocessed punches:  Click the “Repair Unpaired Punches” button.  Add the end times for the “Unpaired” shift.  Select “Audit Reason” and select the reason.  Click “Save & Close.” Click on “Post Task.” Wait for all the tasks to process and the green checkmark to appear. Once the all tasks are completed, the “Workflow” will automatically close. The day will show as “Posted” and the Five Guys start of day is now complete.

4.4 END OF DAY INTO ENTERPRISE Five Guys End of Day Workflow-Shift Review         

Click the “Workflow Calendar” menu item. The current day will say “In Progress.” Click the “Five Guys End of Day” workflow link. Click the “Shift Review” task. The following screen will be displayed. All shifts must have a “Settled” status. Verify all over/short amounts. Click the “Save As Completed” link. The end of day workflow task is displayed and the “Shift Review” task has a green checkmark.

Five Guys End of Day Workflow-EOD Safe Reconciliation      

Click the “Shift Review” task. The follow screen will be displayed. All shifts should have a status of “Settled.” Verify all shift data is correct. Verify all over/short amounts. Once you have verified all the data, click “Save as Completed.” The end of day workflow task list is displayed, and the “Shift Review” task has a green checkmark.

Five Guys End of Day Work Flow-EOD Safe Reconciliation 

Click on the “EOD safe reconciliation” task.

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

      

  

The EOD safe reconciliation is used to view the safe over/short, which is the difference between total drawer pick-ups and deposits. You can also add your deposit through EOD safe reconciliation. If you are using the change fund, verify the starting change fund is correct. The starting change fund populates based on the ending change fund from the previous day. If you are using change fund, enter the ending change fund. Verify the drawer pickups amount. If you regularly enter your deposit on the POS, verify the deposits amount. If you do no enter your deposit on the POS, click “Add Deposit.” Enter the bag number. The cash amount should automatically populate with the sum of your drawer pickups. Adjust this amount if necessary then click “Save and Close” to return to the main screen of the EOD safe reconciliation. Verify the safe over/short amount. Once you have reviewed all data, click “Save as Complete.” The end of day workflow task list is displayed again. The EOD safe reconciliation task will have a status of compete, with green checkmark.

Five Guys End of Day Workflow- Daily Reconciliation        

Click on the “Daily Reconciliation” task. The daily reconciliation is used to view the store over/short, which is the difference between cash accountability and deposits. Verify all information is correct. Verify the over/short amount is correct. Once you verify all the information is correct, click “Save as Complete.” The Five Guys end of day workflow task list is displayed. The daily reconciliation task has a status of complete and a green checkmark. The next 2 steps are optional. If you need to add an inventory count, click the “Add Inventory Count” task. If not, you may skip ahead to “Post.”

4.5 CLOSE OF PAY PERIOD       



Click the “Manager Daily Tasks” folder. Click the “Workflow Calendar” menu item. Click the date on the calendar for the pay period to close. The calendar will read “EOPP With Export”. Below the status, or “EOPP with Export” if your store exports payroll data. Click the “EOPP WF Task”. Click the “Review Punch Errors/Unprocessed Punches” task. If there are no punch errors, the workflow will automatically proceed to “Repair Unpaired Punches.” If there are no unpaired punches, the workflow will automatically proceed to the “Run Pay Summary Report” task. A pay summary report will display for the pay period you are closing.

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          

Click the “Print” button to print the “pay summary report.” Click the “Done” button to exit the print screen. The “EOPP WF” is now ready to post. Once you close the “Pay Summary Report,” the post process begins automatically. Select “Ok” to allow the post process to continue. The following screen will be the displayed as the background processing completes. After the background processing is finished, the “EOPP WF” task list will be displayed again. Click “Close” to return to the “Daily Workflows” screen. The “EOPP WF” is now posted. Click “Close” to return to the “Workflow Calendar.” The end of pay period is complete.

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SECTION 5 STERITECH

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Overview: The Steritech group was founded in 1986 and is based out of Charlotte, North Carolina. Steritech is the leading provider in food safety and specialized brand protection in North America.

The Purpose of the Program:   

To ensure brand protection. To offer a third party view of our operations. To lead us to our goal of being recognized as the safest and best run restaurant in the world.

Steritech Specialists (Auditors):     

Specialists are full time employees of Steritech. They are certified food safety professionals. They are trained in Steritech audit protocols and auditing application software. They are certified in brand standards, policies, and procedures. All specialists are calibrated twice a year.

What a Store Manager Should Expect During the Visit:       

The specialist will identify him/herself to the manager by way of a Steritech identification badge. The audit will take approximately 2 hours depending on the size of the store. The audit will cover areas such as; temperature control, employee hygiene, food handling practices, sanitizing practices, labeling, signage, pest control, and brand standards. The store manager is encouraged to accompany the specialist through the entire audit if possible, so as to receive the benefit of their training expertise. At the end of the visit, the specialist will complete a thorough debriefing with the store manager to discuss best practices and areas of opportunities. The storage manager is encouraged to ask questions and request suggestions on best practices for the store. The specialist will print a hard copy of the audit report and leave it at the store.

What Should the Store Manager Do After the Audit?    

Take immediate action to correct any critical violations if any have been identified. Take action on all if any, non-critical deficiencies within two days of the audit. Keep a copy of the completed audit report on file at the store. Review the audit with the management team and staff.

What Happens After the Audit?  

The audits will be up-loaded to Steritech’s main office within 24 hours. After the report is reviewed by Steritech, an e-mail notice (E-Flag) is sent out to the assigned regional manager, district manager, and franchisee.

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 

Once the E-Flag is received, go to www.steritech.com and enter your username and password. Once you are logged in, you will review the audit and any corrective actions that have been added by the general manager.

Corrective Action Section of the Steritech Audit: Corrective actions are steps your location is going to take to fix any food safety and/or brand standard critical and non-critical issues identified by Steritech. The general manager is expected to enter and save all corrective actions for violations noted within 24 hours. The audit corrective actions will become delinquent at midnight on the second calendar day (holidays included) from the date of the audit. A message of “Failure to Complete” is sent to the regional manager, district manager, and the franchisee to inform them the process has not been completed.

Scoring System: 





A score will be calculated from 100, minus deductions. There are a total of 202 possible points on the audit. The number of points deducted from the possible number of points will then be, converted into a 100 point scale (i.e. a store with a deduction of 15 points possible will then have 15 subtracted from 100 to generate a final score of 85). There will be three scoring levels: o Low Risk- 90 or greater and/or 0-1 critical violations. o Medium Risk- 80-89 and/or 2 critical violations. o High Risk- 79 or lower and/or 3 or more critical violations. The first trigger for what “RISK” level a store receives will be determined by the amount of critical violations that are received.

5.1 STERITECH AND AUDIT LINE TERMS Brand Standards:            

Proper posting and positioning of Five Guys approved signage in dining areas (no unapproved signage is present). The sidewalk and front entrance is free of debris. The music is on the approved station and at the correct volume in the dining room (outside speakers included). Dated bags of potatoes, bulk oil, and bulk peanuts. Floors are clean of excessive debris. A small amount of peanut shells are acceptable. Open boxes of peanuts are at least ¾ full but not heaping. A minimum of two open boxes of peanuts in the dining room are present. There is not a mustard dispenser on the counter. Tables, chairs, and high chairs are clean and in good repair. Windows and glass doors are clean and free of smudges and marks. Lighting is adequate in the back and front of the store (no light bulbs are out). Proper signage is present to identify “Restrooms,” “Order Here,” and “Pick Up Here.”

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     

Proper Five Guys signage is posted in the windows with the store hours. If lighted signs are present in the windows, check to make sure they are on. Walls and ceilings are free of excessive dust, debris, and build up. Dining room, bathrooms, and the kitchens ventilation is adequate. Vents, fan-guards, and the filters are clean. There is a visible and neat sign that states where “Today’s Potatoes” were harvested. Interior garbage containers are clean, lined, covered, and emptied as needed.

General:                        

The health department’s permit and/or opening license are available and posted where required by the local health department. At least four managers that are food-safety certified have their certificates posted. At least four Five Guys certified mangers with posted certificates (these managers must work full-time in that particular store). All employees are wearing clean shirts, hats, and aprons. All employees are wearing non-skid shoes. Fire extinguishers are readily available to the employees, in the dining room and in the kitchen, with proper signage. The First-Aid kit is present, easily accessible, and fully stocked. A minimum of two sanitation buckets must be in use at all times, one on the line and the other in the prep area. All knives must be stored safely when not in use. The sales calendar must be posted with daily sales and records posted (up-to-date). Back of the house sign package must be current. Safe locked, no money lying out, and office desk must be clean and organized. Employee information board must be present and utilized with the secret shopper reports posted. Up-to-date labor law poster must be present for employee review. All food items must be labeled with the item name, prep date, time, use-by date, and the shelf life. Used aprons and towels must be stored in a neat and organized container. A digital scale must be present and in good working condition. Soda and ice machine must be clean and in good repair. Drink lids and wrapped straws must be easily located and adequately stocked. The condiment caddy must be clean and adequately stocked. Two ketchup dispensers must be present in the restaurant. However, a minimum of one is required on the counter. Extra napkins must be available for customers on the counter top. The register must be clean and free of any unapproved signage. 3 stacks of both cup types (regular and large) must be on display next to the register. The large cups should be closest to the register.

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        

Water cups should be stored under the counter in a plastic container. If you are not using a cup dispenser, a lid must be placed on the bottom of each stack of cups. Paper menus and laminated topping menus must be in good condition, and must reflect the prices on the menu board for customer review. A manual order pad and pen must be present. If a fax machine is present it must be stored under the counter and in good working order. All grills and fryers must clean and in good repair. The fry oil must be in good condition (you should be able to see the grates when the oil is at the max line) and clear of most debris. Fryers must be set at 345 degrees Fahrenheit. The grills must be set at 350-400 degrees Fahrenheit.

5. 2 FOOD PRODUCT                   

The heating station over the fry dump station must be on and in working order with shatter-resistant light bulbs. The dressing table must be on “warm” and in working order. The bagging table must be fully stocked with napkins, bags, and cups; bags and napkins must be stacked as high as an open medium bag. A1, BBQ, and Hot Sauce bottles must be present, labeled and in good condition. A black marker, tape, and/or number dot stickers must be present at the quality control position. A working clock on the wall must be set to the accurate time. One dry bar towel must be stored under the fry dump station for wiping down the fry station of excess debris. 2 boxes of approved tinfoil on the dressing station at all times. Cooked bacon must be stored in fry baskets, layered with paper towels. Extra baskets of bacon must be covered with paper towels. Baskets cannot be stacked on top of each other. 2 boxes of each glove size must be present on the dressing station. Bread must be stored under the dressing table with the tab facing inward. Extra buns must be organized on the racks and stored in the back at room temperature and 6 in” off the floor. Buns must be stored no more than one bag high at all times. The metal rack must be properly wrapped with foil. Toasted buns are to be stacked no more than 4 high (shingling the toasted buns is not permitted). Dry, misshaped, or over-toasted buns must be disposed of. All bread must be the Five Guys-approved product. All buns past the expiration date are to be discarded. No foil should be on or around the cheese while in use (the 1/3 pan must not be lined with foil).

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                  

Cheese must be fresh. Dry cheese due to heat exposure and air must be discarded immediately. Cheese must be in a 1/3 or 1/6 pan and placed on ice. When business is slow, cheese must be stored in the chef base. Prepped cheese must be wrapped with 2 pieces of foil and stored in a cambro with a date label. Fries may not sit longer than 5 minutes in the fry dump station. Raw fries will pre-cook for approximately 2 ½ - 3 minutes. Fully cooked fries are shaken a minimum of 15 times before being served. Potatoes are to be cut using the Five Guys-approved fry cutter. Cut fries must soak in cold water for a minimum of 15 minutes. Raw fries should be off-white in color. No black, grey, or red fries should be present. Cut fries are only to be stored in clean white buckets and stored at least 6” off the floor. White buckets are only to be used for the storage of food products. Prepped meat patties must be stacked four patties high, patty paper separating each patty, in sets of two, and stored in a cambro with a label and date. A 3-section cooking process must be followed when cooking burgers. No patties are to be held after the cooking process for future orders. Prepped lettuce must be free of cores and brown pieces of lettuce. Tomato slice must be firm and stacked no more than two high in the black tub. A grated insert is required in 1/3 pans of tomatoes and pickles. Grilled onions must be cooked to a translucent golden color, not overcooked. Grilled mushrooms must be cooked to a golden color, and not overcooked.

5.3 GLOVES 



Gloves must be changed immediately after the following: o Touching a trash can (hands must be washed immediately). o Picking something up off the floor (hands must be washed immediately). o Touching clothing, face, and/or hair (hands must be washed immediately). o Handling raw meat. Gloves are not to be worn: o While on the register. o While on the phone. o When cleaning or taking out the trash. o When using a sanitized towel. o While cutting fries.

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SECTION 6 NEW STORE TRAINING PLAN

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Overview: The new store training plan is designed to provide essential training for the management team and crew before opening a new store. The Five Guys’ district manager has the primary responsibility for all new store openings and will manage the entire process. In addition to the district manager, the Five Guys’ training team will provide support during “hands-on” training and “post-opening training.” The new store training plan is designed to have the franchisee/operator independent of corporate support by the forth new store.

6.1 FIVE STEP PROCESS FOR NEW STORES Step 1: 8 weeks before expected Certificate of Occupancy  

The district manager will begin the new store punch list with the franchisee/operator. All items on the punch list must be executed before training begins.

Step 2: Approximately one week before the store is set to open; the district manager will arrive and insure the Punch List has been completed.

Step 3: Once the Certificate of Occupancy is received, Five Guys requires 48 hours to schedule the Corporate Trainers to the opening.  

The CO must be faxed or emailed to the Five Guys’ Support Center (866-345-GUYS) for verification. Once the trainers have been assigned, the District Manager and the franchisee/operator will plan the training dates and the open date.

Step 4: Training Support for the first four new stores.

First Store

Second Store

District manager manages entire opening process and punch list

2 Corporate Trainers for 10 days

District manager manages entire opening process and punch list. Operator shadows FGE DM.

2 Corporate Trainers for 6 days

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Third Store

Fourth Store

Operator manages entire opening process and punch list. FGE DM shadows operator.

1 Corporate Trainer for 3 days

Operator manages entire opening process and Punch List. DM shadows.

No Corporate Trainers *

*Extenuating circumstances may apply.

Step 5: The franchisee/operator should be completely independent of corporate support for the fourth store opening. It must be noted that the New Store Training Plan is effective for each Development Agreement.

6.2 TRAINING PLAN In order for this training to begin, the franchise group must have the following in place:       

Each store needs 4 food safety, and Quality Control certified managers scheduled prior to opening. It is suggested that any store doing more than $25,000 a week have 4 certified managers on the schedule at all times. A completed schedule with a minimum of 45 crew members hired (not including management). The restaurant should be stocked, clean, and organized. An Internet connection. Computer projector, projection screen, and speakers. All employees must be entered into the POS system.

Objective: This six-day training program is designed to familiarize the crew with Five Guys’ expectations and culture as well as prepare them to operate successfully on a daily basis.

Day 1: Crew orientation will be from 9:00 A.M. -1:00 P.M. and 3:00 P.M. -7:00 P.M. These sessions will include an introduction of the management team and a review of the employee handbook (this will be provided by the franchisees). This is also a great opportunity to cover topics such as job expectations and answer questions the crew may have. The orientation will conclude with a tour of the kitchen. Here all equipment will be explained.  Prior to the beginning of Day 1, all equipment should be labeled with Post-It notes in preparation for the kitchen tour.

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Day 2: From 9:00 A.M. -2:00 P.M. and 4:00 P.M. -9:00 P.M. all employees will watch the learning management system videos. This will be led by the district manager. At this time the crew will review and complete the Five Guys employee test. In addition, from 9:00 A.M. – 2:00 P.M., the management team will meet with the corporate trainers to establish a base-line of their existing knowledge, calibrate, and review expectations of the opening. This will include a review of kitchen organization, prepping, and trouble shooting (this is a great opportunity to provide lunch for the crew).  From this point forward, it is of high importance that employees attend the session that will pertain to their daily shifts. The morning crew’s focus areas are on prep, quality, and service. The afternoon session will focus on quality, service, and nightly cleaning duties.

Day 3: The focal points for Day 3 are prepping, kitchen set up, “Five Guys Live,” and shift change/cleanup. Following the same schedule as the previous day, the restaurant’s management team should assign an even amount of people to all positions (Dress, Grill, Fries, and POS). Employees will remain in these positions throughout training. However, through daily assessments from the trainers and the district manager, a crew member may be moved to a station that is more agreeable to their individual skill level, experience, and talent.

Segment 1: The day crew will begin the process by learning how to complete each prep task. They will learn to set up their stations as well as the proper rotation of product. Once this has been completed, they will watch a quick demonstration of how to prep each item for their station and begin hands-on prepping. Quality, not speed, is the objective at this point. Enough food will be prepared for Day 1, keeping in mind it is necessary to leave the following for the night crew to prep:  2 boxes of meat.  1 bag of potatoes. Once completed, each group will be responsible for cleaning their stations.  Though working at night may be their primary shift, it is important for the crew to understand prep as they may work a morning shift from time to time.

Segment 2: When the prep has been completed, the day crew will assist in setting up the line for their stations. The crew will learn what tools are needed and where to find them as well as the proper rotation and stocking of the station. However, the night crew will learn what to look for when they begin their shifts and how to close the restaurant. An assessment will be made to insure the following: an adequate restock has been completed, there is enough prep for the shift (by 10:45 A.M.), each station is clean, and the back-of-the-house is clean and organized. Operations Manual v12.20.11 Confidential.

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Segment 3: At the beginning of this segment, the crew will become “customers.” The crew should be broken into groups of two or three and the cashiers will take their lunch/dinner orders. After all tickets are received, a set of example tickets will be printed. The example tickets should include: HB, CB, BC, BB, LCB, LBB, LBC, LHB, CDOG, BCDOG, DOG, GC, Veggie, CVeggie, a Cajun fry, and a regular fry. Within those tickets they should include but are not limited to the following:         

A multiple order ticket. An “All The Way” Burger. A cut in half burger. An order with special instruction. An order with A1, BBQ, and/or Hot Sauce. An order including lite and extra toppings. An order of fries with no salt. A no bun order. An order requesting toppings on the side.

“Five Guys Live” is a process that demonstrates the proper cooking techniques as well as communication. Using the example tickets, all trainers, the District Manager, and store management will walk through each station thoroughly as the crew watches. Moving in order, each station will cover the following:

Dressing:     

Thorough bun toasting procedures as well as organization and temperature. Demonstration of a grilled cheese and veggie. Topping amounts. Bottom bun responsibilities and proper communication. Top bun responsibilities and proper communication.

Grill:           

Season the grill. The importance of patty placement. Glove changing. An explanation of grill sections and grill flow. The right way to even a patty. Hot dog placement. The correct way to check if a burger is done. Correct communication. Cheese placement. Cooking grilled mushrooms and grilled onions during a shift. Proper chef base set up.

Quality Control: 

Demonstrate the order progression and organization of tickets on the table.

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   

Communicate at the expected level with ticket-times, fry counts, patty counts, and A1, BBQ, and Hot Sauce call-backs. Display awareness of all stations and how to communicate effectively. Show the correct way to wrap and bag an order. Give examples of how to deal with an incorrect order.

Fries:   

Review the correct techniques in the three-stage fry process. Demonstrate the proper bagging procedures. Illustrate the appropriate communication with customers when calling ticket numbers.

Immediately following the completion of “Five Guys Live,” the trainers, alongside the management team, will begin completing the previously placed crew’s orders. This will allow the crew to see the pace and communication of a Five Guys that is operating correctly (i.e. loud music, proper communication, energy level, and customer service). Once everyone has received their orders, they will have a chance to eat.  If there is remaining time after the lunch/dinner breaks, the trainers and district manager will determine if cooking repetitions are beneficial and/or necessary for the crew.

Segment 4: After everyone eats, the shift change/closing cleanup portion of Day 3 will begin. The day crew will learn the importance of restocking and cleaning their stations as well as the back-of-the-house (i.e. dishes and floors). It is of high importance that each shift set up the following shift for success. The day crew should review and complete the shift change checklist and the night crew should review and complete the closing checklist. After the shift change/closing procedures are complete, a quick overview of the days’ performance and the next days’ schedule and objectives are encouraged.

Day 4: The morning crew will attend from 9:00 A.M. - 2:00 P.M. Prior to arrival, the management team must post a position chart and complete the white dry-erase prep board. Upon the crew’s arrival, they will clock-in and begin setting up their stations. With guidance from management, they will prep for Day 4 only. The objective is to allow the crew to prep and for management to assist them providing tips and encouragement. Once the prep has been completed, the management team will lead them in setting up the line and preparing for the shift. This is vital as it sets the example of everyday operations. After food is prepped, the line is set up and the restaurant is cleaned, the employees will order their food and be placed into two groups. The first group will cook and the second group will observe as customers from behind the red counter. When finished, the groups will swap places, and the customers from the previous exercise will then cook the remaining orders. Once everyone has eaten their lunch/dinner, they will return to the kitchen to continue cooking mock orders for one hour. The night crew will attend from 4:00 P.M. -9:00 P.M. following the same course of training.

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 Day 4 is designed for intense crew interaction. Though goals for speed will be emphasized more on Day 4, food quality is the priority. The purpose of this exercise is training. Quality will not be sacrificed for time. If a crew is timid or lacking the energy level that is needed, the district manager and the trainers will decide whether the “Walk the Plank” exercise is necessary. “Walk the Plank” will illustrate a customer’s perspective to the crew. The trainers, district manager, and the management team will take position behind the line while the crew looks on as customers. They will perform two skits, one correct and one incorrect example of customer service and communication. To conclude the exercise, the crew will identify what was done wrong and what was done right.  Five Guys does not allow “Grand Openings” or “Friends and Family.” It is counterproductive to operations and the customer experience. Five Guys strongly encourages soft openings without practicing on our customers. While discouraged, Five Guys does allow a “Preview.” This can happen in one of two ways. No exceptions.

Option 1: Each employee can invite one or two family members/friends during a one-hour duration per training shift. No exceptions. This is to allow a controlled practice experience.

Option 2: The district manager will invite no more than 50 individuals from businesses in the local trade area. This will occur in a period of one hour per training shift, no exceptions.  Keep in mind that though ticket times are important, food quality takes the priority. The purpose is training. Quality will not be sacrificed for time. In either case, the individuals invited to the store need to be made aware that it is a training exercise. They will not be charged for their food. During the “Preview,” the management staff and trainers will remain in the kitchen and the district manager will control the flow of the door traffic. Further training days will include supervision of a mock Steritech audit, Secret Shopper training performed by the trainers, assistance with US Food/Sysco ordering, inventory, trouble shooting, daily deposits, organization, and scheduling.

6.3 STORE OPENING TIPS Soft Opening Five Guys encourages all franchisees to have a soft opening. A soft opening is when you open your restaurant for business without marketing or announcing your opening. Soft openings allow time for the new staff to become adjusted and trained before a huge rush of customers. For further information please see the marketing section.

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SECTION 7 EQUIPMENT MAINTENANCE

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Overview: Maintaining our equipment is critical to safety, quality, and cost effectiveness.

7.1 CHANGING THE OIL IN THE FRYERS Items Needed:     

Orange buckets Square skimmer Green scrub pad Metal 1/3 pan 5-7 boxes of oil

Procedure:              

Using the square skimmer. Skim all debris from the oil in each fryer. Make sure the fryers are off, and place an orange bucket under the fryer drain. Pull only one blue lever down, allowing oil to drain into the orange bucket. Once the bucket is full, pull the blue handle up to stop the draining. Continue this process until oil is drained from all fryers. Ensuring all blue levers are up, fill the fryers with warm water. Lower the temperature on the fryers to 300 degrees Fahrenheit. Turn on the fryers and let the water boil for 5-10 minutes. Drain the water from the fryers using the same method used to drain the oil. Once the water has been drained, use warm water from a metal 1/3 pan and a green scrub pad to scrub the fryer down. Use a dry towel to wipe down the fryers. Soak up any oil residue and/or water. All blue levers should be in the up position. With new oil, refill the fryer to just below the maximum line. Reset the temperatures to 345 degrees Fahrenheit.

Facts:   

Filter oil after each shift. (Twice Daily). Check the quality of the fry oil prior to cooking. The oil must be changed at least once a week regardless of how low the store sales volume. Minimum oil changing and boil out standards: o 0-20k: Every 7 days o 21-30k: Every 6 days o 31-40k: Every 5 days o 41-50k: Every 4 days o 51-60k: Every 3 days o 61k (plus): Every 2 days

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 

    

Time your oil changes so that they coincide with your busiest days (ex. if your busiest days are Friday and Saturday, your oil should be changed Friday morning). While it is OK to add oil during a shift to maintain levels, understand that adding new oil to old oil only makes more old oil and this does not extend the life of the oil. Adding oil is not a substitute for changing oil. When you change oil, you must always change all fryers at the same time. If the oil is smoking and/or has a burnt smell it needs to be changed. A fryer boil out must be performed between EVERY oil change. If the grates are not visible when the oil heated 345 degrees Fahrenheit oil is at the “max” line, the oil must be changed. Each store should have a system for tracking oil changes.

Safety:  

Make sure the fryers have been turned off and the oil has cooled before attempting to change the oil. Allow the fryers to cool before scrubbing them using the green scrub pad.

7.2 PITCO FRYERS Order of Operation:     

Make sure the drain valve is completely closed. Once the power is applied to the ignition module, a self-diagnostic test is performed to determine that the pilot flame is not already present. Power will go to the pilot ignition and a high voltage spark will occur. The pilot will light and flame rectification will occur. The pilot will remain lit until the control is turned off.

Solstice 24V Control Options:    



The solid-state control is standard with matchless ignition and has a one year warranty with a greater temperature control than others. There is also a melt cycle feature and a boil out feature built in. A delayed ignition can be caused by the inability of gas to be ignited by the pilot. Knowing the lights:  #1 light- power on.  #2 light- calling for heat.  #3 light receiving heat feedback. Trouble shooting:  Lights 2, 3, and the H.D. not lit.  Fryer is up to temperature.  Controller is bad.  Light #3 is not lit-no heat feedback.

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Ignition module locked out. High limit open (if the high limit trips, reset the high limit and turn power off and back on).  Light # 3 is flashing. o 7 flashes = drain valve is open. o 3 flashes = probe failure. A delayed ignition can be caused by the inability of burner gas to be ignited by the pilot.  A delayed ignition can result in slow recovery, meaning it takes longer for the oil to reheat. This can be a result of low gas pressure; dirty burner orifice; heat tube or flue (exhaust on top of fryer) restriction; down draft on the flue; low flue clearance (must be 18 inches between the top of the flue and the bottom of the hood); or a dirty pilot orifice. If the pilot light will not light at all, you should:  Make sure the gas line is connected.  Make sure the gas valve is completely opened.  Check for a bad gas valve.  Check for air in the lines. o o





Facts:     

The spark gap is ¼” (6.3mm); DO NOT decrease the spark gap. The spark probe also acts as the flame sensor. The pilot lights when the “Side On” relay is energized and it will stay lit if correctly sensed. The spark igniter is used once per day, reducing wear and tear on the ignition. Fast recovery, is a result of not needing to wait for the pilot to light.

7.3 FRYMASTER FRYERS AND TROUBLESHOOTING 







Controller trouble light is on, but the heat light is not. o Lower controller and disconnect both ends of the controller harness, checking for dirty or oily pin connections. Clean as needed with electrical contact cleaner or alcohol and cotton swab. Fryer is taking too long (>2:25) to climb in temperature from 275 degrees Fahrenheit to 325 degrees Fahrenheit or controller has both heat and trouble light on occasionally. o Check color of flame. If flame is blue, clean blower motor and adjust shutter to achieve a reddish/orange flame. Fryer is backfiring (popping). o Check color of flame. If blue after 1 minute, clean blower motor and adjust shutter to achieve a reddish/orange flame. o Check heat relay. If there is any sign of heat damage or corrosion on contacts, change relay. Fryer does not heat. Controller has heat light cycling on and off with no flame. o Check drain valve safety switch to ensure it is closed.

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o Check gas valve to ensure it is in the “On” position. o Check gas hose to ensure the quick disconnect has not come loose. Filter motor does not come on. o Allow motor to cool. Once motor has cooled, press the reset button on motor. Oil is leaking from the filter pan or pump to pan connection and air is returning into the fry pot, not oil. o Check “O” ring(s) on the bottom of the filter pan or on pump to pan fitting to ensure nothing is worn, broken, or missing.

 

7.4 HOOD MAINTENACE AND TROUBLESHOOTING General Maintenance:     

Proper operation of the hood depends on how well the hood is maintained. All surfaces should be kept free of grease build-up for sanitation reasons and to reduce the risk of fire. Grease filters must always be installed and clean to reduce build-up of grease in the exhaust duct and to allow for proper air flow. Maintain all belts, motors, and electrical connections on fans attached to the hood. Ensure MUA filters are kept clean and there are no leaks in the MUA ductwork.

Daily Maintenance:        

Remove all the hood vents and clean in the dish washing sink or soak sink daily. Empty and clean the grease traps for the hood system. Carefully wipe away gritty substances clinging to stainless steel surfaces to avoid scratching. Dilute soap with one gallon of water. Soak a clean bar towel I the solution and wring out the excess water. Wipe the hood surfaces moving in the direction of the grain periodically rinsing the towel in the soap solution. Using a different clean bar towel soaked in clean warm water; wipe the hood surfaces to remove all traces of soap. Wipe hood surfaces dry with a clean, dry towel.

Quarterly Maintenance:  

Inspect the unit and duct for grease or air leaks and repair leaks where required. Clean ductwork attached to the hood to prevent a mass accumulation of grease.

Safety:  

Do not use iron wool (Brillo or SOS pads), scrapers, or spatulas to clean the hood. Do not use the following substances on around the hood: o Chlorine or chlorine based substances.

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o o o

Acids (e.i. acetic, hydrochloric, sulfuric). Chloride based substances (e.i. mercuric chloride, ferric chloride). Vapors of the above substances can corrode the stainless steel.

Rooftop Cleaning Procedure:                     

Remove the grease cup from under the drain line in the kitchen. Attach a hose or other means to collect waste water to the end of the drain line. Remove motor cover and turn off the electrical disconnect switch. Loosen latches and remove the inner cone assembly from the barrel. Remove the fan wheel access cover. Be careful not to damage the gasket. Remove the vertical exhaust duct access cover. Be careful not to damage the gasket. Remove the drain plug on the housing and attach a drain hose to collect the water runoff. Clean the interior fan, inside the fan housing, and inside the barrel. Clean the interior of the exhaust ductwork. Clean the inner cone assembly, which was removed from the barrel. Clean the surrounding roof area to remove any grease. If cleaning near the exhaust stack near the hood in the kitchen, be careful not to activate the hood fire protection system. Remove the inlet filter(s) from the make-up air fan and steam clean the filter(s). After cleaning, be sure that the interior fan is free to rotate and the fan housing is free of obstructions. Install the access covers. Check that the gaskets are in place. Install all access cover mounting hardware and be sure mounting hardware is right. Install inner cone assembly in the same position as it was removed. Be sure the drain line heat tape is routed through the drain line inside the barrel. Turn on the electrical disconnect switch and install the motor cover. Install the drain plug in the fan housing. Install the grease cup in its bracket in the kitchen. Be sure the drain line heat tape end is secure to the copper drain line in the kitchen. The heat tape should not be hanging loose in the grease cup.

Rooftop Inspection Checklist (Based on Marshall Air Hood System)     

Interior fan is free to rotate. Fan wheel housing is free of obstructions. Vertical exhaust duct access cover is in place. Gasket is secure with gutter-seal and selftaping screws. Exhaust fan transition access cover, if provided, is in place secure with gutter-seal and selftapping screws. Fan access cover is in place with gasket and secured with wing nuts. There should be no unused mounting holes in the access cover. Inner cone assembly is installed with the gasket in place.

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            

Inner cone assembly mounting latches are clamped down on top of the barrel. Grease will blow out onto roof if the latches are not tight. Drain plugs at the side of the housing should be installed tightly to prevent leaks. The drain line heat tape is routed through the drain line inside the barrel. Turn on the electrical disconnect switch under the motor cover. Turn on the fan and check the operation of the fan. Be sure the rain cap is free to open and not obstructed. Turn off the fan; the rain cap should close fully. Turn on the electrical disconnect switch and install the motor cover. Secure the motor cover with a wing screw on each side of the motor cover. Check the roof and be sure all grease has been cleaned around the fan area. Check that the filter(s) are installed in the make-up air supply inlet. In the kitchen area, be sure the grease cup is installed in the bracket. Be sure the drain line heat tape end is secure to the copper drain line in the kitchen. The heat tape should not be hanging loose in the grease cup. It should be connected to the ground fault circuit.

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SECTION 8 STORE FINANCIALS

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Overview: The purpose of store financials is to provide your management team with a way to track and ensure the profitability of their store.

8.1 STORE FINANCIALS Cost of Goods Sold (COGS): Beginning Inventory + Purchases – Ending Inventory = COGS   

 

The beginning inventory means the amount of product in the kitchen and storage rooms at the beginning of a period, usually the beginning of the week. A purchase means the amount of inventory purchased in food and beverage orders in that period of time. Ending inventory, then, is the amount of food product left when the work week is over. Although product was purchased during the week, there will be less inventory as product was sold to customers. Example: Beginning inventory= $10,000; Purchases = $6,000; Ending Inventory= $8,000; so $10,000 + $6,000 - $8,000 = $8,000 If product is transferred from one Five Guys to another, the equation should look like this:

Beginning inventory + Purchases + Transfers In- Transfers Out– Ending Inventory = COGS

Food Cost Percentage: COGS/Total Sales= Food Cost Percentage  



In food service, the food cost percentage represents the portion of sales spent on food. It is helpful to further break down food cost into different categories such as produce, perishables (meats, cheese, etc.), dry storage, beverage, paper, and bread. If food cost is high, categorizing will help to determine where the money is being over-spent. Example: For a store doing $25,000.00 per week: $8,000/25,000=.32 or 32%

Determining Gross Profit (GP): Total Sales – COGS= Gross Profit For Gross Profit Percentage: 100-Food Cost Percentage = Gross Profit Percentage Gross Profit/Total Sales=Gross Profit Percentage  

Once COGS has been established, determining GP is easy. Gross Profit is calculated by deducting money spent on food and beverages from total revenue.

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 

Although gross profits may be included in the profit and loss (P&L) statement, the important number to look for is the net profit. Net profit, or actual profit, is the gross profit minus all operating costs such as labor, rent, repairs, and marketing costs, ect.

Profit and Loss Statement (P&L):   



A restaurant’s profit and loss statement, or P&L, is much like an income statement for a restaurant. The P&L serves is a report to summarize income, expenses, and inventory, illustrating a restaurant’s total profits and losses over a period of time. Most P&L statements involve two major sections: o The first section specifies any sources of revenue, including food, beverage sales, merchandise sales, and any other source of income important to the restaurant. It also includes the usage cost associated with the sales and the cost of goods sold. o The second section involves all operating expenses in the restaurant. This includes payroll, rent, utilities, and repairs, among others. The difference between the revenue and the expenses determines whether the restaurant reaps a profit or suffers a loss at the end of a given period.

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SECTION 9 MARKETING MANUAL

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Overview: This section of the Operations Manual was created to explain the Five Guys philosophy on marketing, to review the rules and regulations and to act as a resource for franchisees when deciding how to market their restaurant. This is by no means an all encompassing document, but rather, it is a framework by which all other marketing communications are built from.

9.1 FIVE GUYS MARKETING STRATEGY 

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Profits: The goal for any company is to market their product or service to maximize profits. Five guys is no different. Therefore we want to focus our attention and money on the best marketing tool available, Word of Mouth Marketing. o How does Five Guys build the word about our restaurant? Our product and crew members are the most effective marketing tools we have. As you will see in the following sections, Five Guys focuses all marketing attention on the quality and service (as well as cleanliness). If the food quality is high and the crew is motivated, then word will spread and our brand awareness will grow. Economics: In addition to increasing revenues, an effective marketing initiative, must be economical. o For example, Five Guys could spend millions of dollars on a beautiful advertising campaign and that campaign would most likely increase sales. However, it may not increase sales enough to cover the cost of the advertisement. On the other hand, we can make a great product and a restaurant reviewer will write an article about us. In this instance, we have not spent any additional money for the article, but sales will increase and any increase in sales will be purely profit. Branding: Five Guys has a choice on how to portray the Five Guys brand to employees, customers, and the world. There are many marketing tactics that will help spread the word about Five Guys. o For example, we could offer combo meals or to print ads in every city. We could hire monkeys to be in commercials. We could have professional food photo create a photo of our burger so that every sesame seed is perfectly in the place and post that image everywhere. The extraneous message can portray an image that we don’t want to have, and they may negate the positive awareness we are trying to build. The point is that we must be strategic about our efforts so that any marketing initiatives fits into our individual brand identity and sends the right message about what Five Guys is about.

9.2 CREATIVE FUND CONTRIBUTION To date, the Creative Fund Plan outlines that each store will contribute 1.5% of sales to the Creative Fund. This supports the following programs:

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Secret Shopper Program: The secret Shopper program costs $5,000 per year for each location. Five Guys Enterprises will pay for ½ (or $2,500) of the program and the Creative Fund will pay for ½ (or $2,500 per store).

Store Level Employee Recognition Programs: In keeping with the Five Guys Secret Shopper philosophy that a positive customer experience is the most powerful marketing tool, we have created a comprehensive group of programs to encourage our employees to strive for excellence with every burger, every batch of fries and every customer. Five Guys believes, that individual employees have a huge impact on the customer experience and are, along with burgers and fries, the most important marketing and advertising investments that we make.

9.3 ADVERTISING Five Guys does not advocate the use of traditional print, radio or television advertising as the primary source of marketing. Over the years, Five Guys has experimented with many different forms of marketing and has found that mainstream advertising had the biggest price tag and the lowest response. In order to maintain a consistent brand image, Five Guys does not allow ANY advertising without prior approval from Five Guys Enterprises. Brand image and economics are the main reason that advertising is not part of the Five Guys marketing plan. Five Guys does not permit the use of television or online video advertising.

9.4 COUPONS AND DISCOUNTS Coupons, discounts and combo meals are prohibited from the Five Guys system. Five Guys does not allow coupons or discounts because: 

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We are a franchisee system and anything published for a specific store will affect other stores. Even when coupons are published with a label of “xy store only,” customers bring the coupons to the other stores. This franchisee must then honor a coupon he/she doesn’t support. Five Guys offers a great product at a true value. By discounting the food, we are telling guest that our food is not worth what we charge, and we are sending the message that we need to discount our food to get people in the door. Coupons give the impression of desperation. Discounting food either verbally or through coupons is the fastest way to show our customer that the food is overpriced and/or that we are desperate for business. The majority of people who redeem coupons are existing customers, not new ones. Therefore, we are potentially losing sales rather than attracting new customers. Five Guys focuses on serving the best burger possible. By offering coupons or discounts, we are taking the focus away from the food and placing it on the price and ultimately hurting the bottom line.

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9.5 LOGOS The Five Guys logo comes in two main variations. The two variations are the original logo which states “Five Guys” and the full logo which states “Five Guys Burgers and Fries.” Please see the brand guidelines for the most up-to-date instructions. In general:    

Five Guys Red is Panatone: PMS 186 Five Guys should be written in Helvetica Black font Burgers and Fries should be written in Tekton Bold font. All words except “and” should be in capitol letters.

9.6 SIGNAGE AND DISPLAY Outdoor Signage Outdoor signage includes store signage, pylon signs, real estate signs, “Coming Soon,” “Now Open,” as well as all temporary signage such as banners and holiday signs. The Five Guys logo sign must be turned on at all times. All outdoor signage must follow the guidelines presented in the Brand Guidelines form that is maintained on the extranet (www.fiveguys.net).

Indoor Signage The required indoor signage includes: 

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Large Signs: o These large signs include the menu boards as well as the signage package available from Ken’s Affordable Signs. The most up-to-date large sign package requirements are maintained on OnTrack (www.ontrack.fiveguys.net ). o Potato Board (available on OnTrack) Small Signs: o Small signs include paper menus, articles, health code signs, required small signage and order forms. These items are ordered through Todd Thrift at Minute Man Press. The cost and updated package details are maintained on OnTrack,(www.ontrack.fiveguys.net). Back of the House Sign Package is included in the required small sign package. Crew incentives, including: o The most up-to-date Secret Shopper incentives program. o The most recent secret shopper results. o The Five Guys sales tracking calendar. o Comment cards/corkboard. (The franchisee is responsible for purchasing unlined index cards and a corkboard for comments. Comment cards are mandatory for every restaurant.)

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9.7 GIFTS CARDS Five Guys has a gift card program in place. See your district manager for details. Gift cards, sleeves, and displays must be ordered through OnTrack. All registers are required to have a gift card stand.

9.8 PHOTOS AND FOOD SHOTS Five Guys restricts the use of food photography based on the following: 

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Five Guys burgers look different before and after being wrapped. Therefore, customers only see the wrapped version instead of the tall stacked version. Their expectations will be that they receive the tall, stacked burger rather than the wrapped version. Every burger is unique. Five Guys offers two burgers (regular and little) and 17 toppings (including cheese and bacon). Therefore, there are over 200,000 combinations that can be ordered at the Five Guys counter! It would be hard to choose which of the 200,000 combinations represents a Five Guys burger. Food shots are limited and subjective at their core. What looks appealing to one individual is not necessarily a universal opinion.

Five Guys does not approve the use of food photography in any advertisements. Publications writing about Five Guys may take their own photos to use in articles.

9.9 SECRET SHOPPER INFORMATION Market Force, a third party vendor, manages our secret shoppers. Each Five Guys restaurant is shopped twice a week using an evaluation created by Five Guys Enterprises. Every Five Guys secret shopper is trained using the Five Guys training videos, and they must complete a written test before they can shop Five Guys restaurants.

The Goal for the Secret Shopper Program is two-fold: 1. Act as a tool for the franchisees to see what is going on in the restaurant from a customer’s perspective. 2. Act as an unbiased measurement tool to run our Secret Shopper/Employee Incentives Programs. The Secret Shopper Program costs $5,000 per year for each location. Five Guys pays ½ (or $2,500 per store) of the program and the Creative Fund pays for ½ (or $2,500 per store). With Employee Incentive Programs and Contests, Five Guys store-level employees have the chance to earn recognition and monetary rewards through weekly, monthly, quarterly and annual programs.

The purpose of these programs is to motivate employees by:  

Creating an atmosphere in the restaurant in which every employee is a “secret shopper.” Therefore, employees are on their toes in every aspect of the restaurant. Rewarding those employees caught doing something right. The quality of our burgers and the success of the restaurant lay in the employees hands. We want to create an atmosphere where employees are rewarded for demonstrating technique and superior behavior.

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The Employee Incentive Program that rewards crew members based on the Secret Shopper Programis funded 100% by the Creative Fund. Visit the extranet (www.fiveguys.net), to view the current awards program. Winners of the various awards are announced weekly (on Monday following the ThursdayWednesday week) and Monthly (the week after the last day of the month). Distribution of Awards: Money is distributed to employees through their franchisee groups. Checks are mailed from Five Guys Enterprises the week after the winners are announced and contain the award amount plus 7.65% additional money to cover the franchisees contribution to taxes. The franchisee is then responsible for distributing the award to the correct employees through their paychecks. The franchisee is required to distribute 100% of the award amount to the employees who were working the specific shifts that won the award. The money should NOT be distributed equally amongst all employees assigned to the store (meaning those employees that work at the store, but were not working during the shift that won the award) nor should any award money be held by the franchisee for any purpose.

Managing the Secret Shopper Awards Programs: 

The Employee Incentive/Secret Shopper Contest can only motivate employees if the program is supported by the management teams in each restaurant. It is the management team’s responsibility to educate, communicate and motivate the employees using the programs Five Guys Enterprises has created.

Keys in managing the Contest and Programs Include:   

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Communicating the contests and programs to every employee by posting the contests on the wall and speaking to every employee about the contests. Educate the employees by reminding them daily of what they need to do to win the prizes. Rather than post the whole Secret Shopper evaluations, highlight the positives and negatives of each shop so that you are complimenting the employees and helping them focus on clear objectives. Don’t allow one abnormal shop to frustrate the management team and employees. Stay positive about the program with the employees. Bring up any issues with the Secret Shopper evaluations to your district manager. For additional information about the Secret Shopper Program, please refer to the Secret Shopper Program FAQ document located on the extranet.

9.10 PUBLIC RELATIONS AND MEDIA TRAINING Five Guys has been very fortunate in that we have been covered in many magazines and newspapers throughout the country. What is even more exciting is that almost all of that media coverage was unsolicited.

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Like marketing, public-relations is a word with many meanings. It can be media coverage, branding, community outreach, crisis communication, etc. This section of the operations manual will focus on the media aspect of the PR. The media writes about companies and events that they deem “newsworthy.” There are many ways to let the media know about your “newsworthiness,” but the best way is to make a great burger and provide excellent customer service. Sending a press release to a newspaper is never a bad thing, but reporters and editiors are more likely to write a large story about things that they find interesting, not topics that other people have told them about. This is how Five Guys has been able to be featured in the Washington Post, Wall Street Journal, Nation’s Restaurant News, QSR, GQ magazine and USA Today. If you decide to send a press release or call a reporter, remember to:  

Communicate in a clear manner (preferably in a press release format). Never contact restaurant reviewers! Contacting restaurant reviewers can have a negative effect in that they are finicky writers and want to review restaurants without input from the owners.

Media Training Even if you don’t contact the press, they will most likely contact you! Speaking with a reporter can be a daunting task. You want to say the right thing, but you don’t want to appear contrived. The best advice is to have three or four main talking points prepared. However, do not script yourself. Use the information here as a guideline and then fill in your own stories, anecdotes and personality in the interview.

Facts about Five Guys:      

The first Five Guys opened in Arlington, VA on Columbia Pike. The Murrells were offered an option- go to college or open a business. They opened a business. For about 15 years, the family built up a burger restaurant that became a Northern Virginia favorite. Five Guys opened five restaurants before franchising in December of 2002. The first franchise restaurant opened in September of 2003. The family is still involved in the day-to-day operations of the company.

Quality:    

Five Guys bake the buns for all of the restaurants in the Five Guys bakeries. The bread was originally made by a local baker. When that bakery closed, Five Guys hired the two bakers and built their own bakery in order to supply bread for the restaurants. The meat is 100% Grade A beef, and the patties are hand formed daily. The fries are cut fresh from whole potatoes and cooked to order.

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Lettuce arrives at each location as whole heads and is hand shredded. Every burger gets two thick slices of fresh tomatoes.

Value:   

A Five Guys regular burger is two patties instead of one. Every order of fries gets a second scoop. Free drink refill.

Personal Story: Be prepared to tell your Five Guys story. Consider the following questions:       

Why did you become a franchisee of Five Guys? What is it about Five Guys that made you want to quit your previous job? Who is involved in your franchise group? What are you plans for expansion? How will you give back to your community? How will you maintain the Five Guys quality? Why did you choose your territory?

Tips for Speaking with Reporters: 

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Never speak badly about another restaurant. It does not benefit you or the brand to speak badly about a competitor or another restaurant. If anything, it is ok to compliment another restaurant for the things they do well. Five Guys’ best asset is the food. If the reporter or editor has not visited Five Guys, invite them to come as your guest. Be sure to ask what type of story interests the reporter (restaurant review, business article, community article) and provide information that will help them write the article they have in mind. If it is a business reporter, tell them about your growth, the business model and why you chose the territory. If it is a community editor, talk about the jobs that you are creating and the ways you plan to give back and become involved in the community. Offer an interview with someone from Five Guys corporate. Feel free to be honest about your excitement about Five Guys. Offer personal stories about what you like about owning your own company.

9.11 KEY RESOURCES AND CONTACTS Vendors Affordable Signs and Banners 

Contact: Ken Boland, 703-863-4199, [email protected]

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Contact: Todd Thrift, 703-823-9050, [email protected]

BLT Printing and Embroidery 

Contact: Mike Vance, 703-971-0965, [email protected]

Master Brands 

Contact: Rusty Telford, 800-469-4399, [email protected]

Island Visuals 

Contact: Suzanne Marshall, 631-841-5555, [email protected]

Five Guys Enterprises Marketing Contacts Molly Catalano, Director of PR and Communications [email protected]

703-339-2835

Mary Nowinski, Brand Manager [email protected]

703-339-3144

Mina Choi, Marketing & Communications Coordinator (Secret Shopper Program) [email protected]

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SECTION 10 CRISIS MANAGEMENT AND COMMUNICATIONS

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Overview The way a crisis is handled can greatly impact Five Guys Enterprises and your individual restaurant. Therefore, it is very important that you determine the scope of the crisis situation and take appropriate steps to manage it. Here are some general guidelines for dealing with a crisis: Define the real problem. Is it short or long term?  Centralize and control the flow of information.  Assume a worst-case scenario.  If possible, contain the problem.  Isolate the Crisis Response Team from daily business concerns.  Do not depend on one person completely.  Resist a combative instinct.  Understand the role of the media.  Remember to involve everyone concerned with or affected by the crisis.  If possible, broaden the issue and identify allies.

10.1 CRISIS MANAGEMENT SYSTEM Five Guy’s Crisis Management System was developed to direct communication and facilitates appropriate action during the early stages of a crisis. The plan was designed to help resolve incidents that have the potential to adversely impact the performance of individual restaurants and the Company. A crisis incident is anything that could negatively affect your business or result innegative media coverage of your restaurant. One call from anyone in the Five Guys System to the Crisis/Incident Reporting Hotline 1-866-345-GUYS activates the correct Crisis management guidelines.

10.1-1 WHAT YOU CAN EXPECT WHEN YOU CALL THE CRISIS/INCIDENT REPORTING HOTLINE: 1-866-345-GUYS When you call the Five Guys Crisis/Incident Reporting Hotline you will reach call center agents who will help you report your findings to the appropriate people within Five Guys Enterprises. The call center agents are there to connect you to the right people. They are NOT trained crisis professionals.

10.1-2 WHAT IS YOUR ROLE INA CRISIS? At Five Guys, the franchisee is considered the main point of contact and manager of any crisis that occurs within his/her store. The crisis management hotline, as well as the Five Guys Crisis Management team is there to support the franchisee throughout the entire process.

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10.1-3 WHEN SHOULD THE CRISIS MANAGEMENT SYSTEM BE ACTIVATED? The Crisis Management System should be put into action immediately if there is a possibility for significant consumer or team member harm, media coverage or regulatory (government) action. Communication is essential to resolving the problem and maintaining guest trust and loyalty.

10.1-4 EXAMPLES OF POTENTIAL CRISIS SITUATION: 

Food-related crises: Food poisoning, food-related injuries and food-borne infectious diseases such as Salmonella, Hepatitis A, and E. coli o Food or product tampering and/or recall such as glass in product or razor blades in premiums o Incidents that would cause a major disruption in the flow of supplies o

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Natural disasters: o Hurricanes, tornadoes, volcanoes, etc.

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Single restaurant incidents: o o o o o o

Fires, robberies, riots, hostage situations, shootings or kidnappings Threats by regulatory agencies to close all or part of a restaurant operation Boycotts and protests Acts of terrorism such as bomb threats Rumors of infectious diseases Community unrest

Restaurant Managers need to approach situations involving foreign materials, foodborne illness and product injuries with care and concern. Restaurant Managers should be attentive to complaints in order to create a forum for an open dialogue with the guest, and to avoid an escalation of the situation. Restaurant Management, however, should be careful not to admit liability. 

Move the discussion to a more private location in the Restaurant:

In any face-to-face discussion regarding an alleged incident, take the guest to a table or booth away from the counter. This action communicates to the guest that you are interested and concerned about their complaint. 

Understand the guest's frame of mind:

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Don't take the complaint personally. Please understand that the guest may feel frightened, angry and worried. It is important to appear concerned and empathetic without admitting liability. Take notes and listen carefully to the guest. By making and holding eye contact, the guest will know that you are concerned and that you take their complaint seriously. Suggested remarks to help defuse the situation: "I apologize for this incident. Let's sit down where I can get all the information so we can bring this situation to the attention of our management and the Corporation for follow-up." 

Refer to the Operations Manual:

Refer to the Operations Manual for the questions to ask and the information to gather from the guest. Be sure not to be judgmental or argumentative; simply gather the facts. Avoid making a diagnosis related to a food-borne illness. Once the incident is reported, professionals can assess the situation and make a determination. Suggested remarks to help manage the conversation: "We take all potential problems very seriously. I will notify management and the Corporation of this situation. They will then investigate this incident. Thank you for bringing this to my attention." 

Call the Crisis/Incident Reporting Hotline: 1-866-345-GUYS:

Immediately report the incident to your Company Business Manager and to the Corporation. Any additional information or changes in the situation should be reported immediately

10.2 CRISIS MANAGEMENT PROCEDURES You should be prepared to communicate all available information to the Crisis/Incident Reporting Hotline Operator.

10.2-1 MEDIA RELATIONS When a crisis occurs, effective internal and external communications are essential in order to avoid: unnecessary confusion, the release of erroneous or damaging information, a perception of incompetence, poor management or insensitivity, the use of ill-prepared or irresponsible sources, and accusations of cover-ups. In a crisis, it is extremely important to release accurate information to the news media and to act quickly for the sake of the people involved, their families and the Company's image. No person should speak with the news media until he or she has been contacted, approved as a spokesperson, and properly briefed by the Public Relations Director. If a crisis requires a national Five Guys spokesperson, Five Guys Public Relations Department will either fulfill that role or assign someone to serve in that capacity. Anyone contacted by the media should politely decline comment and inform Five Guys Public Relations Department immediately. Avoid use of the phrase "no comment." The following response can be used: "Five Guys is organized to handle media inquiries accurately and quickly. If you'll leave me your name and number, I'll report your call immediately to our Five Guys Corporation Public Relations Department office. An official spokesperson will get back to you very shortly." Operations Manual v12.20.11 Confidential.

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10.2-2 CRISIS/INCIDENT REPORTING HOTLINE - 1-866-345-GUYS The Crisis/Incident Reporting Hotline provides 24-hour crisis support for anyone within the Five Guys System. The goal of the Hotline is to trigger a response by a key Five Guys personnel within 60 minutes of the initial call to 1-866-345-GUYS.

10.2-3 CRISIS RESPONSE TEAM The Crisis Response Team is comprised of public relations, legal, quality assurance and operational staff from Five Guys.

10.2-4 CRISIS SUPPORT TEAM The Crisis Support Team is comprised of various Five Guys executives. The departments represented include: Legal; Risk Management, Purchasing; Marketing; Human Resources; Food Safety/Quality Assurance; and Five Guys Public Relations Department.

10.2-5 FIELD OPERATIONS Regional Directors of Operations, Directors of Operations, Franchise Business Leaders, Company Operations Managers, Corporate Trainers and Marketing Managers may be called upon in a crisis situation, depending on the nature of the incident.

10.2-6 EXECUTIVE SUPPORT TEAM The Executive Support Team includes Five Guys Senior Management. Their mission is to direct Company action/policy and review the Company's position for all external and internal communications.

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