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In N Out > Policy And Procedures (Managment) > Flashcards

Policy And Procedures (Managment) Flashcards

1
Q

What is the in n out golden rule

A

1 the customer is always right
2 if by chance the customer makes a mistake refer back to rule 1

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2
Q

What re the four nevers of customer service

A

1 Never make a big deal of a complaint
2 Never argue
3 Never put the customer on the defense
4 Never make excuses

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3
Q

What re the in n out cornerstones

A

1 Business philosophy
2 Quality
3 Product
4 Associates

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4
Q

Who founded in n out burger

A

Harry and Esther Snyder

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5
Q

Who’s the president

A

Lynsi

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6
Q

Executive VP Chief Operations

A

Denny warnick

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7
Q

Assistant VP

A

George Charlesworth and Mike Cowan

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8
Q

VP of Quality and Supply Chain

A

Alex Frumusanu

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9
Q

VP of chief legal and business

A

Arnie wensinger

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10
Q

VP Chief financial officer

A

Mike Mravle

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11
Q

VP of tech and business

A

Rob Howards

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12
Q

Assistant VP of real estate

A

Mike Abbate

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13
Q

Assistant VP of Human Resources

A

Katie sauls

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14
Q

Regional managers

A

Steve cronk
Kristi calmy
Rob Concepcion
Blande Pittman
Andy rose
Brian Jensen
Kevin McCoy
Ray lee
Marisa Garcia

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15
Q

How often should the shake machine syrup lines be flushed

A

Every Saturday before opening

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16
Q

Which solution is used to clean all menu signs and lettering

A

Water only mo chemicals
Chemicals will cause paint to fall off

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17
Q

Upon arrival at the store ______ around the premises and check for ______ signs of forced entry or vandalism

A

1 Drive
2 Loiterers

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18
Q

What re the four main responsibilities of the back room person

A

1 Freshness
2 Quality
3 Waste control
4 Keeping the stand stocked

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19
Q

What are the three categories for sorting tomatoes and their ranges

A

1 green 1-2 days ripe
2 pink 1/2-1 day ripe
3 red ripe

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20
Q

Sliced tomatoes must be used within how many hours

A

2 hours

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21
Q

Lettuce should not be placed under water until the water temp is below what temp

A

41 degrees Fahrenheit

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22
Q

Do not slice lemons more than _____ minutes before opening

A

30 minutes

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23
Q

Pre packaged chilies can be used/stored for a maximum of how many hours

A

24

24
Q

Onion may be peeled how many hours before opening

A

1 hours

25
Q

Potato prep may begin how many hours before opening

A

1 1/2 hours

26
Q

How soon should the table be cleared and wiped down once a customer leaves

A

No later than 30 sec

27
Q

How often should towels in the dining room be rotated

A

Every 15 minutes

28
Q

What are the three things a host can do to go above and beyond

A

1 bringing a customer their order
2 following up
3 making the kids feel special

29
Q

Why is it important for the host to follow all grooming guidelines

A

Because the customers first impression of in n out is from the host

30
Q

What strategy contributes to taking orders accurately

A

1 listen carefully
2 be patient
3 ask the right question
4 repeat the order
5 repeat both the order number and individual items

31
Q

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

A

1 onion
2 condiments

32
Q

Small cup ounces

A

12 ounces

33
Q

Medium ounces

A

22 ounces

34
Q

Large ounces

A

32 ounces

35
Q

Extra large ounces

A

44

36
Q

When preparing a side of lettuce only ____
_____ leaves of lettuce should be used

A

1 Large
2 High quality

37
Q

When pouring a root beer fill the cup ____
______ fill the remainder of the cup with ______

A

1 half full
2 root beer soda
3 vanilla shake

38
Q

A shake cup and coffee cup are both how many ounces

A

16 ounces

39
Q

What re the four ways to increase fry sales

A

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

40
Q

How long should you cook a fry light

A

2 -2 1/2 minutes

41
Q

How long to cook a fry well

A

8 1/2 - 9 minutes

42
Q

What four things can you do to ensure a quality fry when using sugar potatoes

A

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

43
Q

What are four indicators the oil is old

A

1 dark
2 oil smokes
3 produces bitter or oily tasting fry
4 fries don’t cook evenly in color

44
Q

What are four things that hurt the quality of the oil

A

1 salt and food particles
2 excessive heat
3 water
4 age

45
Q

Cooking and ___ fries is the only fool proof way of making sure the fries are properly ____ and delicious

A

1 sampling
2 cooked

46
Q

Diced potatoes should spin for at least how many seconds

A

20 seconds

47
Q

How many pre made inserts of spread can be kept over night

A

2 inserts

48
Q

What are four ways you can identify a special order for a customer

A

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

49
Q

How high should you hold the salt shaker when salting meat

A

8 inches

50
Q

What is the latest time you can add onion to a burger

A

3 minutes

51
Q

What do the dates on the spread bag indicate

A

Production date

52
Q

What is the latest time acceptable to add fried mustard to a patty

A

2 minutes

53
Q

Only associates with grill cleaning certifications can clean the grill how often does it need to be renewed

A

Yearly

54
Q

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 _____

A

1 armored
2 verify
3 handing over the key

55
Q

When handling a counterfeit after acceptance send the bill to _____ via red bag or Dm

A

Asset protection

In N Out (2 decks)

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