VERSION 12.20.11
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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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SECTION 1
KITCHEN OPERATIONS
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Gloves
1 Box of bacon
1 Knife
1 Clear cambro
Fry basket
Paper towels
Foil
1 Red spatula
Metal scraper
Scraper
Procedure:
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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 of the sheet of cooked bacon into the basket on the left side and the other 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:
Safety:
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Any extra uncooked bacon should be placed in a cambro and covered, labeled, and placed in
the walk-in on the meat shelf.
Procedure:
Facts:
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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:
Prepped onions
Red spatula
Metal scraper
Scraper
Hot holding unit
Perforated metal pan
Solid metal warming pan
Gloves
10-12 oz of hot water
Procedure:
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Using the scraper and the spatula, scoop the onions from the grill and place them in the
perforated pan.
Place the perforated pan into the solid metal warming pan that is in the hot holding
unit.
Turn off the grills, clean them thoroughly and empty the grease traps.
Facts:
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:
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Date labels/marker
Procedure:
Facts:
Safety:
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Gloves
Tomato cutter
1 Small metal tray
2 Black tubs
1 Case of 6x6 tomatoes
Labels/Marker
Procedure:
Facts:
Safety:
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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.
Gloves
White/Green cutting board
2 White tubs
Clear cambro
Potato cutter
2 Knives
1 Bag of onions
Date label/marker
Procedure:
Facts:
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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:
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 cutters 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.
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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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Safety:
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:
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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:
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Procedure:
Facts:
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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:
Cheese
Foil
1 Clear cambro
Gloves
Date label/marker
Procedure:
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Facts:
Safety:
Green peppers
Gloves
White/green cutting board
Knife
1/6 and/or 1/9 pan
Date Label/marker
Procedure:
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Clean and sanitize the workspace before beginning your next prep task.
Facts:
Safety:
Jalapeno peppers
Gloves
White/green cutting board
Knife
1/6 and/or 1/9 pan
Date labels/marker
Procedure:
Facts:
It should take an individual no more than 15 minutes to prep a 1/6 pan of jalapeos.
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Jalapeos 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, jalapeos 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 jalapeos are to be thrown away.
Safety:
Jar of pickles
Gloves
1/3 pan
Drip tray insert
Date labels/marker
Procedure:
Facts:
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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Brewer
Gloves
Tea bags
Clear plastic measuring cup
Sugar
Whisk
Procedure:
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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Gloves
Lemons
White/green cutting board
Knife
Lemon container with ice
1 1/6 Pan
Date labels/marker
Procedure:
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:
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Procedure:
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:
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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.
Jalapeos- 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:
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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, jalapeos, 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 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:
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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Procedure:
Facts:
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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:
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, Cattlemens BBQ, and Franks Red Hot Sauce
Foil wrapped bun rack
Grilled onions and grilled mushrooms
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Procedure:
Facts:
A veggie sandwich only contains the items in which the customer requests. There is no
standard veggie sandwich.
Grilled onions, grilled mushrooms, jalapeos, 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:
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Foil
White spatula
Untoasted bun(s)
Cheese
Toppings
Mayonnaise spoon
Mayonnaise
Procedure:
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 jalapeos 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:
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Gloves
Foil
Ticket
Toasted bun
Cooked bacon
Fully stocked dressing station
2 Approved white spoons
Cheese
Procedure:
Facts:
Safety:
2 Red spatulas
Gloves
Prepared hot dog(s)
Cheese
Dressed hot dog bun(s)
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Procedure:
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:
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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.
Items Needed:
Meat patties
2 Red spatulas
Patty press
Grill scraper
Tickets
Gloves
Cheese
Procedure:
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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:
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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 jalapeos 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:
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Use hot commands to carry the burgers to the designated foil and wrap it immediately.
Items Needed:
Cooking Procedure:
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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:
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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:
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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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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 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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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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Call-In Procedure:
When the order has been placed online, it will automatically download to the POS system within
7 to 10 minutes prior to the customers 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-ins.
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.
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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 customers 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, its 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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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 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 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.
Souffl 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
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.
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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 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:
Facts:
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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.
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:
Safety:
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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:
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Orange buckets
Square skimmer
White fryer hose
Green scrub pad
Skewer (metal shaped L tool)
Bar towels
Sanitize bucket
Filter paper
Procedure:
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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:
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 days 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 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 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.
Souffl 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:
1.11.2 KITCHEN
Procedure:
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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 managers certificates they can be hung in
the back of the house.
Safety:
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:
Safety:
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.
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
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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.
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.
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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.
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.
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.
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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
Sysco:
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:
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.
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 Leaders 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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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.
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 drawers 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:
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SECTION 4
RADIANT
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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.
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.
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Click on todays 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.
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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.
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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 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.
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.
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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.
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.
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 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 Todays Potatoes were harvested.
Interior garbage containers are clean, lined, covered, and emptied as needed.
General:
The health departments 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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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 - 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
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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.
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
2 Corporate
Trainers for 10
days
2 Corporate
Trainers for 6
days
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Third Store
Fourth Store
1 Corporate
Trainer for 3 days
No Corporate
Trainers *
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.
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 crews 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 restaurants 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:
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:
Grill:
Quality Control:
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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:
Immediately following the completion of Five Guys Live, the trainers, alongside the management
team, will begin completing the previously placed crews 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 crews 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
customers 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.
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SECTION 7
EQUIPMENT MAINTENANCE
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Overview:
Maintaining our equipment is critical to safety, quality, and cost effectiveness.
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:
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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.
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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Facts:
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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
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.
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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.
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
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%
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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.
A restaurants 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
restaurants 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.
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 dont 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.
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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.
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 doesnt
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:
Indoor Signage
The required indoor signage includes:
Large Signs:
o These large signs include the menu boards as well as the signage package available
from Kens 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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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.
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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.
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
teams responsibility to educate, communicate and motivate the employees using the
programs Five Guys Enterprises has created.
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.
Dont 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.
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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, Nations Restaurant News, QSR, GQ magazine and USA Today.
If you decide to send a press release or call a reporter, remember to:
Media Training
Even if you dont 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 dont 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.
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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Value:
Personal Story:
Be prepared to tell your Five Guys story. Consider the following questions:
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.
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Master Brands
Island Visuals
703-339-2835
703-339-3144
703-339-7632
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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.
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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
Natural disasters:
o Hurricanes, tornadoes, volcanoes, etc.
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.
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.
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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 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."
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
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