Policy And Procedures (Managment) Flashcards
What is the in n out golden rule
1 the customer is always right
2 if by chance the customer makes a mistake refer back to rule 1
What re the four nevers of customer service
1 Never make a big deal of a complaint
2 Never argue
3 Never put the customer on the defense
4 Never make excuses
What re the in n out cornerstones
1 Business philosophy
2 Quality
3 Product
4 Associates
Who founded in n out burger
Harry and Esther Snyder
Who’s the president
Lynsi
Executive VP Chief Operations
Denny warnick
Assistant VP
George Charlesworth and Mike Cowan
VP of Quality and Supply Chain
Alex Frumusanu
VP of chief legal and business
Arnie wensinger
VP Chief financial officer
Mike Mravle
VP of tech and business
Rob Howards
Assistant VP of real estate
Mike Abbate
Assistant VP of Human Resources
Katie sauls
Regional managers
Steve cronk
Kristi calmy
Rob Concepcion
Blande Pittman
Andy rose
Brian Jensen
Kevin McCoy
Ray lee
Marisa Garcia
How often should the shake machine syrup lines be flushed
Every Saturday before opening
Which solution is used to clean all menu signs and lettering
Water only mo chemicals
Chemicals will cause paint to fall off
Upon arrival at the store ______ around the premises and check for ______ signs of forced entry or vandalism
1 Drive
2 Loiterers
What re the four main responsibilities of the back room person
1 Freshness
2 Quality
3 Waste control
4 Keeping the stand stocked
What are the three categories for sorting tomatoes and their ranges
1 green 1-2 days ripe
2 pink 1/2-1 day ripe
3 red ripe
Sliced tomatoes must be used within how many hours
2 hours
Lettuce should not be placed under water until the water temp is below what temp
41 degrees Fahrenheit
Do not slice lemons more than _____ minutes before opening
30 minutes
Pre packaged chilies can be used/stored for a maximum of how many hours
24
Onion may be peeled how many hours before opening
1 hours
Potato prep may begin how many hours before opening
1 1/2 hours
How soon should the table be cleared and wiped down once a customer leaves
No later than 30 sec
How often should towels in the dining room be rotated
Every 15 minutes
What are the three things a host can do to go above and beyond
1 bringing a customer their order
2 following up
3 making the kids feel special
Why is it important for the host to follow all grooming guidelines
Because the customers first impression of in n out is from the host
What strategy contributes to taking orders accurately
1 listen carefully
2 be patient
3 ask the right question
4 repeat the order
5 repeat both the order number and individual items
For a tomato wrap burger order you must still ask the customer if they would like _____ on their burger however no other____ or items are added to the burger unless requested
1 onion
2 condiments
Small cup ounces
12 ounces
Medium ounces
22 ounces
Large ounces
32 ounces
Extra large ounces
44
When preparing a side of lettuce only ____
_____ leaves of lettuce should be used
1 Large
2 High quality
When pouring a root beer fill the cup ____
______ fill the remainder of the cup with ______
1 half full
2 root beer soda
3 vanilla shake
A shake cup and coffee cup are both how many ounces
16 ounces
What re the four ways to increase fry sales
1 ask the customer if they would like fries
2 consistently serve properly cooked fries
3 consistently serve hot fries
4 consistently serve proper portioned fries
How long should you cook a fry light
2 -2 1/2 minutes
How long to cook a fry well
8 1/2 - 9 minutes
What four things can you do to ensure a quality fry when using sugar potatoes
1 using warm water
2 change water out more often
3 cook them at a lower temperature
4 cook slightly longer to ensure the inside is cooked
What are four indicators the oil is old
1 dark
2 oil smokes
3 produces bitter or oily tasting fry
4 fries don’t cook evenly in color
What are four things that hurt the quality of the oil
1 salt and food particles
2 excessive heat
3 water
4 age
Cooking and ___ fries is the only fool proof way of making sure the fries are properly ____ and delicious
1 sampling
2 cooked
Diced potatoes should spin for at least how many seconds
20 seconds
How many pre made inserts of spread can be kept over night
2 inserts
What are four ways you can identify a special order for a customer
1 marking the lid of the box
2 double wrapping the special request burger
3 placing burger in separate bag
4 putting napkins under the special burger
How high should you hold the salt shaker when salting meat
8 inches
What is the latest time you can add onion to a burger
3 minutes
What do the dates on the spread bag indicate
Production date
What is the latest time acceptable to add fried mustard to a patty
2 minutes
Only associates with grill cleaning certifications can clean the grill how often does it need to be renewed
Yearly
If the shift person in control of the safe takes a break and _____ has not been in the store he or she must _____ the top safe with the relief manager prior to _____
1 armored
2 verify
3 handing over the key
When handling a counterfeit after acceptance send the bill to _____ via red bag or Dm
Asset protection
