Operations Manual

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Select a section from the sidebar to read the full content. All 17 sections of the 2017 Shakey’s® USA Operations Manual are available here.

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Standards of Operations

Shakey’s® USA Operations Manual · 2017

Standards of Operations

I. General Format

A. Table of Contents

1. Each section of the manual includes a table of contents.

B. Quick Reference Tabs

1. Each section of the manual has a tab for quick reference.

C. Index

1. A complete index is included in each section of the manual to make it easier to find the information you need.

II. Definitions

The following terms are commonly used throughout the manual. An understanding of the definitions of these terms as they apply to Shakey’s® USA is important in order to properly obtain, prepare and serve Shakey’s® USA products.

A. Ingredients

1. Any component or group of components of a saleable item, but not in and of itself a salable item. Flour, dough blend, pepperoni, and spice blends are examples of ingredients.

B. Menu Items

1. Any group of ingredients which combined is a saleable item. Pizza, Chicken and Mojos® are examples of menu items.

C. Specifications

1. Analytical and physical characteristics of a product or ingredient. Specifications given in the Shakey’s® USA Operations Manual must be met in order to provide a Shakey’s® USA distinctive product.

Standards of Operations

D. Standards

1. Quantitative and qualitative test data which is used in determining the acceptability of a product or ingredient.

Products & ingredients fall under the following classifications:

E. Proprietary Products

1. Any product manufactured by a formula owned by Shakey’s® USA and subject to the specification and standards supplied by Shakey’s® USA.

2. Proprietary products are produced by a manufacturer licensed by Shakey’s® USA. Shakey’s® Pizza Sauce and Shakey’s® One Step Dough Mix are examples of proprietary products.

F. Standard Products and Ingredients

1. Any product or ingredient manufactured for sale to the consuming public and approved for sale by Shakey’s® USA to any of its restaurants through a licensed distributor.

2. All standard products or ingredients must comply with the minimum requirements for said products of ingredients as outlined by the FDA or in the Code of Federal Regulations. Shakey’s® USA reserves the right to approve all standard product/ingredients prior to their use in a Shakey’s® restaurant. In some cases, standard products or ingredients must exceed minimum requirements.

G. Private Label Products and Ingredients

1. Proprietary or standard products/ingredients which are packaged with a Shakey’s® USA label. All private label products and ingredients are subject to the provisions of the manufacturing licensing agreement.

III. Approved Brands & Product Specifications

A. Product Specifications and Ingredients

1. Shakey’s® Approved Brands List.

Standards of Operations

B. General Product Specifications

1. Products and ingredients listed in this section fall under the Shakey’s® USA definition of standard products and ingredients. These specifications are minimum requirements for the items indicated. Shakey’s® USA reserves the right to approve all standard products and ingredients prior to their use in a Shakey’s® Restaurant.

C. Product Advisory Committee (PAC)

1. The Product Advisory Committee (PAC) consists of a group of franchisees who work with company representatives, for the purpose of continuously seeking out and improving our products and ingredients.

IV. Hours of Operations/Holiday Closings

A. Business Hours

1. Hours of operation should be posted for guest convenience.

B. Business Days

1. A Shakey’s® Restaurant must remain open for business seven days per week.

2. A Shakey’s® may request written permission to close up to five holidays of the franchisee’s choosing and any two additional days per year for refurbishing or repainting the interior.

3. A franchisee may request permission to remain closed for a reasonable additional amount of time necessary for extensive remodeling.

V. Shakey’s® Service System

A. Table Delivery Service

1. As outlined in the Signature Service section of this manual, table delivery service, or Family Fast Casual, is the method of service used in Shakey’s® restaurant.

Standards of Operations

2. Any service system used other than the table delivery system must be submitted in writing to Shakey's® USA for exception and/or approval.

VI. Uniforms and Employee Conduct

A. Uniforms

1. All team members must wear complete uniforms at all times. Uniforms must conform to the specifications designated by Shakey’s® USA. A complete uniform must include but is not limited to an approved shirt, hat or visor, nametag, apron and appropriate pants.

2. Any uniform worn other than the current approved uniform must be submitted in writing to Shakey’s® USA for exception and/or approval.

B. Conduct

1. All team members shall present a neat and clean appearance.

2. All franchisees, their team members, and team members of Shakey’s® USA will treat guests in a courteous manner at all times.

VII. Product and Packaging

A. Product

1. Shakey’s® restaurants shall conform to the recipes and preparation procedures outlined in this manual for items served. Authorization through the exception process is required in order to add or remove a product from the menu. See “New Menu Items” of this section for procedures for requesting authorization for a new menu item.

B. Packaging

1. Only approved suppliers and packaging may be used. All packaging of Shakey’s® products for take-out purposes shall comply with the standards set by Shakey’s® USA.

Standards of Operations

VIII. Franchisee Sales Reports

A. Reporting Sales

1. A franchisee is required to report sales for calculation of royalty and National Advertising Fund payments weekly unless otherwise agreed to by Shakey’s® USA.

2. Royalty payments are due weekly unless otherwise agreed to by Shakey’s® USA.

3. National Advertising Fund payments are due by the 20th of the month following the month reported.

4. Royalty and NAF payments are to be calculated from total sales unless otherwise agreed to by Shakey’s® USA.

a) The current amounts are as follows:

(1) Royalty payment – per your franchise agreement. (2) National Advertising Fund - 2% of total sales. (3) Total due - add royalty and NAF together.

IX. Food Products

A. Required Menu Items

1. Exceptions must be approved in writing by Shakey’s® USA.

a) All Shakey’s® menus must include the following core food items:

(1) Shakey’s® Original Thin Crust Pizza. (2) Shakey’s® Pan Pizza. (3) Chicken. (4) Mojo® Potatoes. (5) Salad Bar.

Standards of Operations

B. Additional Menu Items

1. Additional menu items may be offered on the menu at the franchisee’s option with written approval from Shakey’s® USA.

2. Any of these food items offered must conform to the specifications and procedures outlined in this manual.

3. Additional menu items may be added at the discretion of Shakey’s® USA.

C. Shakey’s® Buffet Requirements

1. Hours of operation - A minimum of core luncheon buffet must be offered seven days a week. Recommended hours are 11:00 a.m. to 2:00 p.m.

2. Core buffet food items - All Shakey’s® restaurants conducting lunch or evening buffets must offer the following core food items:

a) Shakey’s® Original Thin Crust Pizza.

b) Shakey’s® Pan Pizza.

c) Shakey’s® Chicken.

d) Mojo® Potatoes.

e) Pasta and Pasta Sauce.

f) Shakey’s® Garlic Bread.

g) Salad Bar.

3. Core buffet items may not be omitted from the buffet without written permission from Shakey’s® USA.

D. Shakey’s® Pizza

1. Pizza sizes - The following are the only sizes approved for use in the Shakey’s® system.

Standards of Operations

a) Required sizes for thin (and Pan, if offered) are:

(1) 7’’/ Individual - 7” diameter (2) 9’’/ Small - 9” diameter (3) 12’’/ Medium - 12” diameter (4) 15’’/ Large - 15” diameter

2. Additional pizza sizes may be added at the discretion of Shakey’s® USA. Exceptions must be approved in writing by Shakey’s® USA.

3. Pizza ingredients - The following pizza topping ingredients (as applied to the basic pizza crust, sauce, and cheese) must be offered.

a) Toppings marked with asterisks are optional when not being used for an LTO (Limited Time Offering) or on an approved specialty pizza:

(1) Pepperoni (2) Salami (3) Ham (4) Shakey’s® Italian style sausage (Hot & Mild) (5) Shakey’s® beef (6) Chicken* (7) Mushrooms (8) Olives (black) (9) Green peppers (10) Red Onions* (11) Onions (12) Cilantro* (13) Basil* (14) Pineapple (15) Fresh tomato (16) Jalapenos (17) Anchovy (18) Chorizo* (19) Pesto Sauce* (20) Sun Dried Tomatoes* (21) Artichoke Hearts* (22) Feta Cheese Crumbles*

4. Additional toppings may be added at the discretion of Shakey’s® USA. Exceptions must be approved in writing by Shakey’s® USA.

Standards of Operations

E. Serviceware

1. For entrees:

a) Thin, and Pan Pizza - Cambro trays; inside diameter 9”, 12”, and 15” to match pizza diameter are used in the dining room. All pizzas are served with a pizza server or spatula.

b) Pizzas served in the dining room must be served with washable serviceware. (Melamine, Cambro, or China) Paper plates and plastic serviceware may not be used in the dining room. (Cakes and guest supplied desserts are an exception)

2. For buffet service:

a) Thin and Pan Pizza - aluminum pizza tray or Cambro tray are used on the buffet. b) Buffet serviceware must be washable. A new plate must be provided to the guest for each trip to the buffet.

3. To-go service:

a) Shakey’s® imprinted corrugated “to-go” boxes are used for all take out orders.

b) Shakey’s® imprinted “to-go” bags are used for all take out chicken orders.

c) Paper plates and plastic serviceware should be made available for guests with take out orders.

F. Portion Control Charts (Pizza)

1. All Shakey’s® pizzas, whether Thin, or Pan, for buffet or entree orders, must be made according to the weight and measurement specifications for all the various ingredients as found on Shakey’s® USA portion control charts to ensure consistency in our restaurants.

G. Shakey’s® Chicken 1. Recommended portion sizes for chicken:

a) 4 pieces chicken (one breast, one wing, one thigh, and one leg).

Standards of Operations

b) 8 pieces chicken (two breasts, two wings, two thighs, and two legs).

c) 2 pieces chicken (one leg and one thigh or one breast and one wing)

d) 1-piece chicken (one breast, one wing, one thigh, or one leg).

H. Shakey’s® Mojo® Potatoes

a) Large order of Mojos® approximately 20-23 Mojos® ( 1 lb.).

b) Medium order of Mojos® approximately 10-12 Mojos® (1//2 lb.).

c) Small order of Mojos® approximately 5-7 Mojos® .

I. Salad Bar

1. Every salad bar must have the following elements:

a) 50/50 premix salad or 4-way premix is required.

b) A minimum of 14 items (including dressings) are required.

c) The recommended salad bar schematic can be found on the Shakey's® Intranet and in the Buffet section of this manual.

d) A minimum of three dressings are required.

2. Additional salads and/or salad bar items may be added at the discretion of Shakey’s® USA. Exceptions (items not listed in the Ingredient Prep section) must be approved in writing by Shakey’s® USA.

X. Product Specifications

In order to maintain system standards, all Shakey’s® restaurants shall conform to the product specifications, recipes, and preparation procedures outlined in this manual for all food items served.

Standards of Operations

A. Beverages

1. Soft Drinks

a) Shakey’s® recommends a minimum of four soft drink flavors:

(1) Pepsi® (2) Diet Pepsi® (3) Other Pepsi® products such as Mountain Dew®, Sierra Mist®, Caffeine Free Diet Pepsi®, Lipton® Iced Tea, etc.

b) Other beverages may be offered:

(1) Hot coffee and tea. (2) Iced tea, lemonade, etc.

2. Shakey’s® USA is currently contracted with and requires that Pepsi® and Pepsi® products be included in your beverage program.

B. Beer and Wine

1. All local alcoholic beverage laws must be observed wherever beer and/or wine are served.

2. Shakey’s® recommends the following serving sizes for beer:

a) 16 oz. glass

b) Super Mug

c) Pitcher

3. Shakey’s® recommends the following serving sizes for wine:

a) Glass (stemmed wine glass)

b) Bottle

Standards of Operations

XI. New Menu Items

A. Recipe/Product Exception Process

1. One of the important advantages Shakey’s® buffet has is that it offers the customer a variety of quality products with immediate service.

2. It’s a good idea to rotate buffet offerings occasionally in order to keep your buffet “fresh” and maintain the feeling of variety in the minds of your guests.

3. Shakey’s® USA will continue to consider and develop those products for buffet which fit into the Shakey’s® concept as a restaurant.

4. A variety of product options for buffet gives you the ability to help maintain costs by being responsive to fluctuating market prices.

5. In order to take full advantage of the variety aspect of buffet, a franchisee may offer recipes or products other than those listed in the Buffet section of this manual, with the following provisions:

a) The product and ingredients must live up to Shakey’s® standard of quality (see below).

b) The product(s) may be offered as part of buffet only, and may not be sold as an entree item.

c) A written specification or recipe must be sent to Shakey’s® USA for approval.

d) Shakey’s® USA reserves the right to have any franchisee remove or discontinue any product which Shakey’s® USA determines is unsuitable for buffet.

e) All nutritional information must be provided to Shakey’s® USA.

Standards of Operations

B. Testing Procedures for New Menu Products

1. The following criteria will be used to judge the suitability of a product for Shakey’s® buffet and should be considered carefully when looking for new items for buffet.

a) Quality - Does the item uphold the same standards of quality, flavor, and eye appeal as Shakey’s® other products?

b) Holding Capabilities - How long will the product hold its quality, eye appeal, etc. in the buffet situation?

c) Cost - Is the product cost effective?

d) Preparation Required - How much prep is required? Is prep time appropriate for the item? Will it require additional inventory, equipment, skills, or smallwares?

e) Concept - Does it fit Shakey’s® concept as a restaurant? Does it fit into your region or local area?

XII. Marketing

A. Signage and Logo

1. Logos appearing in locally produced advertising and marketing materials should naturally reflect only currently approved logos and be consistent with pole or facia signs on individual restaurants.

B. Advertising Material

1. Any locally produced advertising material for television and/or radio must have scripts and/or storyboards approved by Shakey’s® USA. Newspaper ads, direct mail and other related marketing materials do not require prior approval provided that logos appearing in the material reflect the existing approved logo formats.

C. Advertising Fees and Controls

1. Local Advertising - Each restaurant must spend a minimum of 2.4% of

Standards of Operations

monthly sales for local advertising. Total monthly sales mean total amount received from all food and beverage sales, cash or credit.

a) Local advertising means actual money spent for the following: television, radio, newspaper or magazine advertising, or off- premises outdoor advertising signs. Any other areas of expense must be approved by Shakey’s® USA.

2. National Advertising - Each restaurant must contribute 2% of its total monthly sales to a national advertising fund which is administered by Shakey’s® USA:

a) Up to .8% of total monthly sales may be used for production of radio and television commercials, newspaper materials, promotional materials, audit and agency costs, freight, creative research, etc.

b) The remainder of the fund shall be disseminated in the television/radio market of the franchisee.

D. National Advertising Fund

1. The NAF is divided into two separate funds, one for the Pizza segment of the system and one for the Buffet segment.

2. The Pizza segment is made up of all Shakey’s® designated as Pizza Restaurants, with Buffet offered at Lunch.

3. The Buffet segment is made-up of all Shakey’s® designated as Buffet Restaurants, with Buffet offered all day, every day.

4. As a result of the settlement of certain litigation filed in 1993 against our predecessor, the then existing advertising fund, (NAF) was obligated to modify its operations as regards the franchisees who consented to participate in the settlement. The fund (NAF) was acquired in connection with our acquisition of our Predecessor. Under new franchise agreements, new franchisees are not eligible to participate in the existing National Advertising Pizza Fund and their advertising obligations and responsibilities are specifically outlined in their franchise agreements. A separate NAF has been established for those franchisees joining the Shakey’s system after September 2004.

Standards of Operations

E. Franchisee Cooperative Advertising Groups

1. By contract each franchisee agrees to join with other franchisees in the same designated market area, forming and participating in a cooperative advertising group or association.

a) Each franchisee agrees to participate and make monthly contributions to the association for each member restaurant equal to a percentage rate determined by a majority vote of the members of the association.

b) Shakey’s® USA may provide to the advertising group, from time to time, copies of sales reports submitted to Shakey’s® USA by the franchisee. Shakey’s® USA will take all actions reasonably necessary to ensure the franchisees’ compliance with advertising group responsibilities.

Signature Service

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Signature Service

Shakey’s® USA Operations Manual · 2017

Shakey’s® Signature Service

I. Shakey’s® Signature Service

A. Introduction

At Shakey’s® we present an environment that delivers hospitality and gives our guests an experience that is customized to each guests’ needs and wants; whether it’s enjoying our Bunch of Lunch/Buffet, celebrating a team event or birthday, we make sure each guest experience is unique to their needs.

A restaurant experience can basically be just a series of interactions. However, at Shakey’s® we provide a unique experience at each point of interaction with our guests through our Signature Service Sequence.

B. The Signature Service Sequence

Shakey’s® Signature Service Sequence outlines the “touch points” for each guest interaction; some possible behaviors and initial language to facilitate the interaction. However, it is important for each Team Member to put their own unique personality into each interaction and to create memorable, customized guest experience.

Shakey’s® Signature Service should be a seamless sequence of “hand-offs”. Every Team Member from a Dishwasher to a Busser is equally responsible for our Signature Service, not just the Cashier, Food Runners or Managers.

On the next page is a breakdown of the Team Member Signature Service for both Lunch and Evening Shifts.

Signature Service Sequence during Lunch

Service Sequence Primary Job Signature Language/Guest Touches 1. Managers Primary:

Oversee all parts of service sequence

Language: “Welcome to Shakey’s®.”

Shakey’s® Signature Service

Back-up team members as needed Host/greeter throughout the restaurant.

Observe guest party size and make-up customize questions around the group. Move throughout dining/game room interacting with guests/kids. 2. Telephone Service

Primary: Answer telephone promptly Process guest selections Provide directions to the restaurant Direct guest caller to manager as needed

Language: “Thank you for calling Shakey’s® in _______-how may I help you? Suggestive selling- specials/promotions Refer to page 9 and 10 in this section for more detail 3. Cashier Primary: Greet every guest with a smile and make eye contact Take guests’ selections Suggestive selling of appropriate items Count change back Provide service ware Answer telephone Alert bartender when necessary Direct guest to soda fountain Secondary: Maintains POS area clean and organized Restock flatware, cups, plates, etc.

Language: “Welcome to Shakey’s® – How may I help you?” Suggestive sell-item of the day or week- “How about a glass of beer or wine?” “Nice to see you again” “Have Fun!” “Enjoy your meal” “What else may I get for you?” Alert manager when the line is out the door or delayed

4. Bartender service/manager

Primary: Greet guest, check for ID, take orders, serve and deliver, prep work station, stock bar, and follow all alcohol laws and regulations

Language: Friendly, fast and clean service Suggestive Sell-“Have you tried our special beer?” Mark the alcohol ticket

5. Buffet-Guest self service

Guest serves self including beverage except for menu items to be delivered by the manager, cashier or dining room attendant

Clean plates should be offered to guest returning for second serving Clean silverware should be available to guest

6. Dining Room Attendant

Primary: Interact with guests- (i.e.- deliver condiments, flatware or plates) Bus dining room tables Manage tables for availability and when tables need to be cleared Secondary: Maintain dining room cleanliness Maintain restroom cleanliness Re-stock condiments

Language: Smile Talk with the guest when possible-“How is your visit?” “How is everything tasting?” Watch tables; respond to guest needs- throughout the restaurant “May I take those plates for you?” “Do you need clean plates?” “Thank you for coming” Offer dessert “Would you like to try our ___?’

7. Game room attendant

Primary: Greet guests with a smile Interact with guests and kids Help kids with selection of prizes Keep display clean and stocked Keep game room/games and floor clean Restock tickets

Language: Happily interact with kids “What do you think about this prize?” “What games do you like best?”

8. Guest Exit Primary: All Team Members-Thank guests leaving the restaurant.

Language: “Thanks for coming” “See you soon” “Happy Birthday!” (or whatever the celebration)

Shakey’s® Signature Service

Signature Service Sequence for the Evening

Service Sequence Primary/Secondary Job Signature Language/Guest Touches 1. Managers

Primary: Oversee all parts of service sequence Back-up team members as needed Interact with guests/kids Host/greet throughout restaurant

Language: “Welcome to Shakey’s®!” Observe guest party size and make-up customize questions around the group. Move throughout dining/game room interacting with guests/kids 2. Telephone Service

Primary: Answer telephone promptly Process guest selections Provide directions to the restaurant Direct guest caller to manager as needed

Language: “Thank you for calling Shakey’s® in______-how may I help you? Suggestive selling- specials of the week Refer to page 9 and 10 in this section for more detail 3. Cashier Primary: Greet every guest with a smile and make eye contact Takes guests’ selections Suggestive selling of appropriate items Count change Answers telephone Alert bartender when necessary Secondary: Maintains cleanliness and organization of POS area and front lobby Restock flatware, cups, plates, etc. Deliver food if possible

Language: “Welcome to Shakey’s® how may I help you? “Nice to see you again” Suggestive sell-item of the day or week- “How about a glass of beer or wine?” “What else may I get for you?” “Have Fun!” “Enjoy your meal” Alert manager when the line is out the door or delayed

Responsive register service- short guest waits

4. Bartender (high revenue times)

Primary: Greet guest with a smile, check ID confirm legal drinking age, take orders, serve and deliver food and drinks, and follow all alcohol laws and regulations Interact with guests Secondary: Keep bar well prepped, clean and stocked Table touch for glasses-new orders

5. Food Runners Primary: Greet guest with a smile, check quality of food meets Shakey’s® standards, deliver food from kitchen to the tables, check on guest experience Interact with the guests Secondary: Table bussing Maintain dining room and restroom clean

Language: Same as day touches “Enjoy yourself” “Have fun” “(Specific menu item) tastes great-a favorite” “What else can I get for you?” “How is everything tasting?”

6. Dining Room Attendant

Primary: Greet guest with a smile, pre-bus dining room tables, maintain dining room clean, maintain restroom clean and stocked, interact with guests, re-stock condiments Secondary: Deliver food to guest when needed

Language: Talk with the guest when possible-“how is your visit to Watch tables, respond to guest needs- throughout the restaurant “May I take those dishes for you?” “How is everything tasting?” 7. Game room attendant

Primary: Interact with guests and kids Help kids with selection of prizes Keep display clean and stocked Keep game room, games and floor clean Restock tickets

Happily interact with kids “What games do you like best?” “What about this prize?” “How many tickets do you have?”

8. Guest exit Primary: All Team Members- Thank guests leaving the restaurant.

“Thanks for coming” “See you soon” “Happy Birthday!” (or whatever the celebration)

Shakey’s® Signature Service

C. The Cashier

A Cashier is the main “Touch Point” of the Shakey’s® Signature Service. They set the stage for our guests’ selections of food, beverages and the “tone” of their Shakey’s® Experience.

A Cashier is the leader of service standards and actions. A Cashier must always be upbeat, positive, welcoming and fully interacting with each guest. A Cashier should always demonstrate hospitality to each guest and Team Member.

It is essential that the Cashier understands the entire Shakey’s® Signature Service Sequence and what part all other Team Members play in the successful execution of Shakey’s® Signature Service.

D. Bartender Responsibilities

If your restaurant has a beverage station, follow the same service steps outlined previously. The ideal Bartender is someone who anticipates the needs of others and supports where needed.

The primary responsibility for the Bartender is to sell and serve alcoholic beverages and take care of our guests. The secondary responsibilities include but are not limited to:

a) Assist take-out guests when calling in orders.

b) Assist take-out guests when paying.

c) Maintain the beverage station.

d) Assist the rest of the team by providing help or direction to guests as needed.

e) Assist Cashier(s) whenever a line forms by going to the next guest in line and personally bringing the guest to the Beverage Station Register to place their order.

f) Support the Busser and Food Runner with running food and/or pre-bussing tables.

g) Assist Game Room Attendant if needed.

h) Help maintain the salad bar during buffet hours.

Bartender Procedures

Shakey’s® Signature Service

a) The nine basic steps for guest encounters at a register remain the same regardless of whether the guest is ordering a pizza or a pitcher of beer:

SMILE

Make eye contact and say: “Welcome to Shakey’s®. How may I help you?”

Listen carefully and give the guest your full attention.

Suggest an appropriate additional item.

Repeat back their selections.

Ask: “What else may I get for you?” (Not, “Is that all/it?”)

Inform your guest of the total for their purchase and direct them to the next steps of the Shakey’s® Signature Service Sequence (food delivery, beverage tower, etc.).Surveys or bounce backs

Thank them for joining us.

The Bartender must use proper serving and dispensing techniques ensuring product quality and cost control. For specific information regarding beverages, refer to the Beverage Section.

NOTE: All persons under the age of 35 purchasing or consuming alcohol must have their ID checked to ensure compliance with Federal, State and Local ordinances.

E. The 9 Steps of Guest Service and Selling

The Cashier begins the Shakey’s® Signature Service by applying the 9 Steps of Service with their own response to each guest experience:

SMILE

Make eye contact and say: “Welcome to Shakey’s®. How may I help you?”

Listen carefully and give the guest your full attention.

Suggest an appropriate additional item.

Repeat back their selections.

Ask: “What else may I get for you?” (Not, “Is that all/it?”)

Inform your guest of the total for their purchase and direct them to the next steps of the Shakey’s® Signature Service Sequence (food delivery, beverage tower, etc.).

Circle survey or bounce backs.

Thank them for joining us.

F. 9 Steps of Service Details

Smile

Shakey’s® Signature Service

a) A smile acknowledges the guest and lets the guest know you are ready to assist them.

Make Eye Contact and Welcome

a) Making Eye Contact lets guests know you acknowledge them and you are listening to what they are saying. b) “Welcome to Shakey’s®. How may I help you?” (Not “May I take your order?” or “Next Guest in line…”) c) “What may I get for you today?”

If the guest is a regular, you can say

d) “Welcome back Mr. Jones. Are you going to have your usual buffet today?” (Never assume a regular order is what a guest wants each time, but showing a guest you remember their order makes them feel special).

e) Remember, every Team Member should practice the steps of Smiling, Making Eye Contact, and Welcoming our guests as they are performing their other job duties and with each interaction with our guests.

Listen

a) Listening means “being present”, hearing what our guests are saying, and not saying, about what they want and need from us. Listening gives you a chance to learn things about the guest’s reason for being at Shakey’s® (birthday, anniversary, sports event, fundraiser, etc.), how many are in their group, what food items they are interested in, etc.

Suggest

a) Offering ideas to our guests for additional items or beverages or “up-selling” gives the guest a better experience and it enhances the experience.

b) Suggestive selling gives the employee the opportunity to ask the guest if they would like to include an additional item or recommends a product that might suit the guests order.

c) There are three types of guests who visit Shakey’s® each day:

“Regular” Guests. “Regular” guests are the ones who frequent Shakey’s® a few times per week and usually have a favorite order. An occasional reminder of drinks may be

Shakey’s® Signature Service

appreciated. Knowing what “the usual” is for this guest can make the guest feel special and want to return for the Shakey’s® experience. Don’t forget to offer new or promotional products for a change of pace.

“Occasional” Guests. The “occasional” guest generally knows what they want but may be looking for a few suggestions for toppings, side orders or specials. You may be able to “up sell” a larger size pizza, chicken, or a salad bar. This guest should hear about new products during the order taking process. This often gives them an idea for future ordering and may increase the opportunity for more frequent visits.

“New to Shakey’s®” Guests. “New to Shakey’s®” are completely unfamiliar with the menu, extra time and care must be given to ensure that we give them a reason to return. Asking questions about group size, ages of children, or the occasion, will assist you in navigating these guests through the menu. Always offer your name and assistance during their visit. It is also helpful to offer a take-out menu for future reference.

d) How to be successful at Suggestive Selling:

Having knowledge of all the Shakey’s® products.

Listening carefully to a guest’s order.

Observing the group for size and occasion.

Suggesting an appropriate Shakey’s® product.

NOTE: Always ask what beverage they want to enjoy with their food selections.

e) Every Team Member must be thoroughly familiar with the Shakey’s® menu, games and prizes. During orientation, review the menu (what food items are on each menu selection), the prices and the deals at Shakey’s® should be conducted with each Team Member. If a Team Member (not the cashier) is not certain how to respond to a guest’s inquiry, the response should be:

“Please let me get someone who can assist you.”

f) Below are some ideas of suggestive selling:

RESTAURANT ITEMS PACKAGE DEALS LUNCH BUFFET Extra Cheese, Toppings Extra Cheese, Toppings Beverages Chicken Salads Bar Dessert Mojo® Potatoes Family/Antipasto Salad Beer Salads Bar Beverages Wine Chicken Wings

Garlic Bread

Promotional Items

Pepperoni Twist

Repeat

Shakey’s® Signature Service

a) Repeating back a guest’s selections ensures that you have entered the guest’s order accurately.

Ask

a) Always ask the guest “May I get you anything else? Perhaps some Garlic Bread?” (NOT, “Is that it? or “Is that all?”). This gives you and the guest an opportunity to add on additional items that they may have just seen or decided to order.

Inform

a) Inform the guest of the total for their purchase (Remember: call them by name if they pay with a credit card; you have the information right in front of you) and direct them to the next steps of Shakey’s® Signature Service (beverage tower, buffet, food service, etc.).

b) Be sure to provide the guest with their copy of the receipt and the accompanying order number table card.

c) Please instruct the guest where to place the order number card on their table.

Thank

a) Of course, always thank our guests for coming to Shakey’s®. Create your own gratitude statement as appropriate to that interaction with the guest (“Enjoy those Chicken Wings and salad!”, “We’re glad you’re here!”, or just simply “Enjoy!”).

b) Keep in mind you do not have to wait to the end of the transaction to “Thank” the guest. You can “Thank” the guest when you receive payment, when you hand the guest their receipt or “Thank” the guest after they are done placing their order. No one will be upset for being thanked.

G. Shakey’s® Telephone Signature Service

Part of the Shakey’s® Signature Service are telephone guests calling for Shakey’s® food and/or information.”

Just like face-to-face interactions, it is just as important that we give our Shakey’s® Signature when on the phone.

Shakey’s® Signature Service

The steps of service when on the telephone are similar to the Shakey’s® Signature Service Sequence, as follows:

a) Answer the phone before 3 rings; never place a guest on hold for more than 30 seconds.

b) Smile when you pick up the phone and when talking on the phone.

c) Be upbeat and energetic “Thank you for calling Shakey’s® in (location). My name is (state your name). How may I help you?” (or the current promotional product phrase).

d) Speak clearly.

e) Listen carefully.

f) Repeat the guests’ name and order. All phone orders must include the guest’s telephone number, as well. Asking for guest name and number before taking order will assure you get the information and limit prank calls.

g) Confirm the guest knows the restaurant location and Take-Out area for your restaurant. “Do you know where we are located?” is a good way ask guest, if they are familiar with your store location.

h) Inform the guest when their order will be ready. Be specific when quoting a time. (15-30 minutes is not specific, 20 minutes is). Account for how busy the store is and how long it will take the kitchen to make the order. Ask the kitchen or manager if you are not sure.

i) Thank the guest for calling Shakey’s® and say you’ll see them soon when they arrive to pick up their food.

j) When someone calls for a manager, ask “May I tell ________who is calling?” Then, be sure you give that information to the manager.

k) Always check back quickly with guests who remain On Hold (if you must put someone On Hold, tell them why:

Shakey’s® Signature Service

“I have one guest ahead of you” or “I’m just finishing with another guest and I will be right back to you.”)

l) For those On Hold for someone else, ask “Would you like me to take a message, or do you want to continue to hold?”

Remember:

a) While on the telephone, make eye contact with and smile at those guests in line or at the counter.

H. Shakey’s® Signature Service Take-Out/ Online Order

Shakey’s® Signature Service continues when our guests come into the restaurant to pick up their Take-Out/ Online order. Take-out service is another opportunity for you to welcome our guest, call them by name (it’s right there on the order, or they may be a “regular”) and suggest an additional item.

When giving a guest their Shakey’s® order, always repeat the items ordered, and allow the guest time to confirm those items.

Prior to bagging, you should always lift the lid of all items of an order to confirm the correct items have been boxed and that all items for that guest’s order are in the bag or box. (If you can, it is best to confirm the items with the guest and then bag the order).

Appearance is very important for Take-Out/ Online orders. Remember some guest use third party vendors to pick up their orders. This means our only connection with the paying guest is the final product they receive. It has to be packaged neatly in order to be appealing to the guest’s eye. The product its self should only be the best quality. Make sure the food is hot and fresh. Never send poor quality products out the door.

Ask guest if they need any condiments, plates, or flatware.

Always use this opportunity to call the guest by name (the name is on the order) and say “See you again” or “See you next time” or “Enjoy your meal.”

This is also a great opportunity to suggest reasons for them to return to Shakey’s® for other Take-out or Dine-In (i.e., birthday parties, watching special sports events, fundraisers, new promotions, etc.).

This is also a great opportunity to place any promotional flyers or bounce back coupons inside the order. The goal is to get repeat guest.

I. Shakey’s® Signature Service Delivery

Shakey’s® Signature Service continues when our guests order for delivery.

Shakey’s® Signature Service

Timing is important for delivery. Make sure to communicate with the kitchen when the order will need to be ready for pick-up.

Appearance is very important for delivery orders. Remember some guest use third party vendors to delivery their orders. This means our only connection with the paying guest is the final product they receive. It has to be packaged neatly in order to be appealing to the guest’s eye. The product its self should only be the best quality. Make sure the food is hot and fresh. Never send poor quality products out the door.

When guests order for delivery they expect to get condiments, plates, and flatware. It is important to pack enough condiments, plates, and flatware without being wasteful. If not sure of the amount to pack in the delivery, ask a manager.

Always use this opportunity to attract a new guest. Remember the delivery person is not the same person who placed the order. Be polite and helpful with everyone that walks into the restaurant, they maybe a future customer.

This is also a great opportunity to place any promotional flyers or bounce back coupons inside the order. The goal is to get repeat guest.

J. POS-Order Entry

For specific training on order entry of Shakey’s® menu items, refer to your POS manual for your particular POS system.

K. Table Delivery Service

The steps for serving food are:

a) Watch for appetizers. These must be served before the rest of the order.

b) Deliver plates once the guest is seated. Introduce yourself, “Welcome to Shakey’s®. I’m _____and I will be helping you today.” Ask guest if condiments are needed and give

Shakey’s® Signature Service

appropriate amount.

c) When the food is ready, review the order ticket so you know what goes with the order.

d) Review the product(s) you are serving to ensure it matches the order ticket.

e) Inspect food for quality. If it does not look right, do not serve it.

f) When the food is taken to the table, greet the guest.

g) Identify the product(s) and then serve the product(s) and include any needed serving utensils, and condiments.

h) Ask the guest what else you can get them to make their meal enjoyable.

i) If the guest is ordering more food or drinks, process the order for the guest so they do not have to leave their table. (Take the order, complete cash-out procedures for the guest, and return change and the receipt to the guest)

j) Remove the number from the number stand.

k) Thank the guest.

l) Return to table after 2 minutes or after guest takes two bites of their food and ask, “How is everything tasting? Is there anything you needed at the moment?”

L. Special Service Situations

As in every other guest interaction, it is necessary to make sure our Shakey’s® Signature Service exceeds each guest’s needs.

Generally, our guests are pleased with their Shakey’s® Experience. However, in the following situations, it is necessary for you and your management team to turn a disappointed guest into a satisfied guest.

Unhappy, disappointed Guests:

a) Guests not happy with their order.

b) The order is not what they selected.

c) Their food is delivered to them too slowly.

Shakey’s® Signature Service

d) The buffet doesn’t have the food they want.

e) The bathrooms are messy.

f) They want an extra discount.

g) They want to use an expired coupon.

L. A. S. T.

Handling unhappy, disappointed guest complaints can be easily turned into happy guest experiences with the following steps to make a L.A.S.T. ing impression with that guest.

a) Listen

Don’t interrupt. Let them talk. This will help you learn why they are upset or disappointed and what you can do to solve the problem.

b) Apologize

Say, “I’m sorry”. Two magic words that say to the guest “I care and I am concerned.” You are not taking the blame or admitting fault. Rather, you are personally sorry our guest is upset. Don’t take it personally.

c) Solve

Solve the problem together. Ask your guest “How can I fix it for you?” “...For you…” two other magic words that show you care and want to turn this situation into a positive experience.

d) Thank

Thank the guest for their patience and bringing the issue to your attention.

As always, be respectful and mindful of the appropriate hospitable action to take with respect to each guest situation.

At any time, always ask your manager for assistance. You are never alone in dealing with a unique guest or situation.

Remember, how you and the entire team treat our guests represents Shakey’s®. Our

Shakey’s® Signature Service

Signature Service must be energetic, attentive, accurate and helpful.

Help each other by coaching each other with phrases or suggestions with guest interactions.

Shakey’s® is the place where everyone has fun. And, it starts with our team who welcomes and serves our guests the Shakey’s® Signature Service way.

Beverages

I. BEER ___________________________________________________ 2

A. Profits and Guest Satisfaction ______________________________________ 2

B. Pouring Techniques ______________________________________________ 2

C. “Beer Clean” Glassware ___________________________________________ 3

D. Cost Control and Quality __________________________________________ 5

E. Troubleshooting Guide ____________________________________________ 5

II. SOFT DRINKS __________________________________________ 6

A. Storage and Handling _____________________________________________ 6

B. Serving Soft Drinks _______________________________________________ 7

C. Checking the Syrup to Soda Ratio ___________________________________ 7

III. COFFEE _______________________________________________ 8

A. Storage and Handling _____________________________________________ 8

B. Brewing Coffee __________________________________________________ 8

C. Serving Coffee __________________________________________________ 8

IV. TEA ___________________________________________________ 9

A. Storage and Handling _____________________________________________ 9

B. Preparing Hot Tea _______________________________________________ 9

C. Serving Hot Tea _________________________________________________ 9

D. Preparing Iced Tea ______________________________________________ 10

E. Serving Iced Tea _______________________________________________ 11

V. MILK _________________________________________________ 11

A. Storage and Handling ____________________________________________ 11

B. Serving Milk ___________________________________________________ 11

Beverages

I. Beer

A. Guest Satisfaction

Proper and consistent appearance can be obtained by giving each serving a one-inch foam head, depending on the size and style of glass. Pitchers usually require about one and one-half to two inches of foam head.

Proper foam head on a mug or glass of beer improves the flavor, causing the beer to taste "light" instead of "heavy". A proper foam head improves the flavor by allowing carbon dioxide to escape from the beer.

B. Pouring Techniques

Using proper pouring techniques will help profitability, product cost consistency, and ultimately, guest satisfaction.

a) Pouring beer from a tap:

(1) Tilt glass toward the tap so that the beer will flow down the side of the glass when drawn. This will develop a "rolling" action in the bottom of the glass that will release some of the beer's carbon dioxide. (2) Once the glass is positioned, pull the bottom of the draft handle down all the way in a smooth motion for better control and speed. (3) As the glass fills with beer, slowly bring it to an upright position and end up with the beer pouring almost straight down into the center of the glass. The spigot should never be touching or immersed in the beer. (4) This procedure may vary according to the size and type of container. The farther the spigot is from the glass, the more foam will be produced.

b) Pouring beer from a bottle or can:

(1) Hold the bottle or can about two inches from the top of the glass. (2) Allow a full stream of beer to fall into the corner of the glass. Avoid "jerky" motions. Pouring should be a single, smooth operation. (3) Allow a "rolling" action to develop so that enough carbonation is released.

Beverages

C. “Beer Clean” Glassware

A glass may appear clean to the eye, yet not be "beer clean". An invisible film caused by grease, soap, or residue from lipstick, food, fingerprints may remain on otherwise sanitary glassware. This residue can cause flat beer, a quickly dying foam head, or an “off” taste.

A glass that is "beer clean" will have the following characteristics:

a) Head retention - Drawn beer will form a thick, tightly knit, creamy foam head. The beer will appear sparkling clean and free of bubbles. A glass that is not "beer clean" will have large fisheye bubbles which will cause the foam head to last for less than sixty seconds.

b) Lacing - A lace-like pattern of foam will form around the inside of a beer clean glass after the beer has been consumed. In an unclean glass, foam will stick to the glass in a loose, random pattern, if it adheres at all.

c) Sheeting - After rinsing, an even sheet of water will coat the glass when inverted to dry. On an improperly cleaned glass, water will break up and form droplets.

A “salt” test will help you determine if your glasses are “beer clean.” To conduct a “salt” test:

a) Wet a clean glass and shake salt into the inner surface as you slowly turn the glass. Salt should adhere smoothly to the entire surface. (Rewash the test glass -- a salt residue will "kill" the foam head on the beer.)

b) If a glass is not "beer clean", salt will fall to the bottom or stick in a random pattern. Where greasy residue is present, salt will not stick at all.

To make a glass "beer clean", follow these steps using a three compartment sink:

a) Empty glass of all contents.

b) Immerse glass in first sink containing appropriate cleaning compound and room temperature water. The glass should be thoroughly scrubbed on a set of stiff bristle brushes designed for

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Beverages

Shakey’s® USA Operations Manual · 2017

Beverages

I. Beer

A. Guest Satisfaction

B. Pouring Techniques

Using proper pouring techniques will help profitability, product cost consistency, and ultimately, guest satisfaction.

a) Pouring beer from a tap:

b) Pouring beer from a bottle or can:

Beverages

C. “Beer Clean” Glassware

A glass that is "beer clean" will have the following characteristics:

c) Sheeting - After rinsing, an even sheet of water will coat the glass when inverted to dry. On an improperly cleaned glass, water will break up and form droplets.

A “salt” test will help you determine if your glasses are “beer clean.” To conduct a “salt” test:

b) If a glass is not "beer clean", salt will fall to the bottom or stick in a random pattern. Where greasy residue is present, salt will not stick at all.

To make a glass "beer clean", follow these steps using a three compartment sink:

a) Empty glass of all contents.

b) Immerse glass in first sink containing appropriate cleaning compound and room temperature water. The glass should be thoroughly scrubbed on a set of stiff bristle brushes designed for

Beverages

bar sinks. Make sure that all glass edges come in contact with the brushes.

c) Rinse in the second sink which should be filled with fresh rinse water. Always place the bottom of the glass into the water first at an angle. Then withdraw the glass at an angle, bottom first. This is known as "heel-in, heel-out".

d) Immerse again in the third sink which should contain cold water and an approved disinfectant. Use the same "heel-in, heel-out" technique. Be sure to follow local health department regulations concerning sanitizers.

e) Finally, air dry glasses on a deeply corrugated surface where they can freely drain. Never use a towel since lint particles or soap residue may be absorbed by the glass and break down the head of beer.

If you use a rinsing agent or mineral solvent (lime remover) with your cleaning compound, they should be purchased from the same source. As a rule, cleaning compounds, rinsing agents, and solvents are scientifically balanced to work well with each other.

Do not store glasses where they will pick up strong undesirable odors, such as on towels or rubber.

Do not store glasses near the kitchen where grease in the air may be deposited on them.

If you chill your glasses, be certain they are completely dry before storing them in the chiller. This prevents ice from forming on the glass which would dilute the beer. Glasses should be chilled, not frozen.

Use beer glasses for beer only. Other beverages leave a film on the inside of the glass that is difficult to remove.

If a glass washer is used, be sure it receives proper cleaning and maintenance. Brushes should be replaced periodically.

Always check glasses before pouring for cracks, chips and lipstick residue. Your guest may not share the previous guests’ taste in lipstick.

Beverages

D. Cost Control and Quality

Keeping temperature and pressure in balance is important to cost and quality control in a draft beer system. An unbalanced system can cause the following problems:

a) “Wild” beer – A draw with all foam and little body in which too little carbon dioxide has escaped.

b) “Flat” beer – A draw in which too much carbon dioxide has escaped causing loss of liveliness in the beer.

When the pressure in your system is too low, beer will give up too much carbon dioxide causing it to become “flat”. When the pressure is too high, the beer will become “wild”.

The higher the temperature of the kegs in your system, the more carbon dioxide will be released from the beer.

Beer is best held and served at 36°F to 38°F.

Flushing and cleaning the lines must be done on a regular basis. This will prevent buildup of sediment in the lines which may produce an “off” flavor. Your beer distributor(s) will perform this service for you.

E. Troubleshooting Guide

Problem: Cloudy beer Probable Cause:

Beer is too cold or too warm

Beer is old

Beer drawn improperly

Lines are dirty

Problem: Flat beer Probable Cause:

Beer is too cold

Regulator is defective

Lines are dirty

Glass is not “beer clean”

Beer not drawn properly

Leak in CO2 system

Pressure is too low

Beverages

Problem: Loose foam (large bubbles) Probable Cause:

Beer drawn improperly

Pressure is too low/high

Problem: “Off taste” Probable Cause:

Beer is too warm

Lines dirty

Glass is not “beer clean”

Beer is old

Refrigeration is not operating properly

Problem: Sour taste Probable Cause:

Lines dirty

Keg not handled properly

Beer is old

Refrigeration is not operating properly

Problem: Wild beer

Probable Cause:

Beer is warm

Keg not handled properly

Refrigeration is not operating properly

Pressure is too high

II.

Soft Drinks

A. Storage and Handling

Soft drink syrup will be dated on the box. Always check dates when receiving syrup and never serve syrup past the expiration date.

Do not roll, bounce, rock, or drop “bag in the box” containers.

Always rinse quick-change couplings when changing containers.

If your containers are refrigerated, your back-ups must be also. The reason is the warmer syrup is thinner and will go through the lines more quickly.

Beverages

B. Serving Soft Drinks

Self-serve profitability in soft drinks will depend on the following two factors:

a) Glassware – Using the appropriate sized glass will help reduce the amount of drinks poured but not consumed.

b) Syrup to soda ratio or brix - If this ratio is inaccurate, you could be using too much syrup which will increase cost, or too little which will lessen quality.

C. Checking the Syrup to Soda Ratio

The ratio for most regular Cola products is one-part syrup to 4.75 parts water. Sugar free soft drinks are generally one-part syrup to 5.25 parts water. Variances may occur for different brands. Your vendor should provide you with this information. Brix should be checked at least weekly.

The most common method of checking the brix is the split cup method. This method employs a three-part graduate. A separator in the nozzle attachment allows carbonated water to flow into the large middle graduate of the split cup while syrup flows into one of two small graduates. The round graduate, labeled 4.75, is used for regular drinks and the smaller oblong graduate, labeled 5.25, is used for sugar free drinks. A visual comparison determines the syrup to soda ratio. The split cup is calibrated for easier reading.

The procedure for calibrating soft drinks is:

a) Acquire the correct nozzle attachment and split cup for use with your carbonated soft drink system from your system's manufacturer or your soft drink distributor.

b) To use the split cup, remove the nozzle attachment on the soda dispenser head and attach the syrup-water separator in its place. This usually attaches in the same way as the regular nozzle.

c) Activate the dispenser head so carbonated water and syrup flows into the split cup.

d) Fill the large cup at least two thirds full and visually compare this

Beverages

level to the level of syrup in the smaller graduate. The two should be equal. If not, adjust appropriately.

e) Adjustments may vary depending on type of dispenser. Contact your local bottler if you need assistance.

III.

Coffee

A. Storage and Handling

Coffee should be stored in a cool, dry place away from items that may transfer smell or flavor.

B. Brewing Coffee

All immersible parts of the brewer and pot should be washed in detergent with hot water, rinsed well, and sanitized after each use.

Hot water should meet the grounds at 200°F ± 5°F. A higher temperature will result in poor flavor, while a lower temperature will result in weak coffee.

Coffee should never be boiled. This will result in bitter-tasting coffee.

Coffee should be held a maximum of one hour in a coffee pot or up to two hours in a coffee butler or self-contained unit. The holding temperature is 190°F ± 5°F. Coffee will lose flavor if held longer or at a higher or lower temperature.

De-lime coffee maker weekly to ensure delivery of the best quality coffee. For best results, follow manufacturers’ instructions.

C. Serving Coffee

Coffee is served in a coffee mug only.

In a self-serve environment, an empty coffee mug is given to the guest if coffee is kept in a coffee butler.

Minimum condiment requirements for a coffee station are:

Beverages

a) Sugar.

b) No calorie sweetener such as Equal®, Splenda® or Sweet-n- Low®.

c) Half and Half or non-dairy creamer, preferably liquid.

d) Stirring utensils.

IV.

Tea

A. Storage and Handling

Tea, like coffee, is an odor magnet and should be stored away from strong-smelling products in a cool, dry place.

B. Preparing Hot Tea

a) Pour fresh water through cleaned and sanitized coffee making equipment.

b) Water should be kept on burner to maintain proper temperature. The holding temperature is 190°F ± 5°F.

C. Serving Hot Tea

a) Hot water for hot tea is served in a mug only.

b) In a self-serve environment, an empty coffee mug is given to the guest if hot water is kept in a coffee butler.

Minimum condiment requirements for hot tea are:

a) Sugar.

b) No calorie sweetener such as Equal or Sweet-n-Low.

Beverages

c) Half and Half or non-dairy creamer, preferably liquid.

d) Lemon wedges.

e) Stirring utensils.

D. Preparing Iced Tea

Automatic coffee maker brewing method:

a) Place 1-1oz. brewed iced tea bag in cleaned and sanitized brew basket. For best quality, use a dedicated brew basket for tea.

b) Slide brew basket under brewing head in coffee maker.

c) Pour one full decanter of water into coffee maker and start cycle.

d) After cycle is completed, add concentrate to Iced Tea dispenser and fill to one gallon with cold water. Repeat as appropriate to fill iced tea container.

e) Discard unused tea at close of business.

f) For Sweet Tea:

(1) Brew tea as above. (2) Add Sugar to brewed tea approximately 10 oz. per gallon. (Adjust to taste/regional preference)

Post mix method:

a) Post mix or instant ice tea dispensers are acceptable for use and although more expensive, will deliver a consistent, quality product with minimal maintenance. (See manufacturer for details)

b) Sanitation procedures must be followed so that the dispenser will operate properly at all times.

c) Daily cleaning is recommended around the mixing and delivery area.

Beverages

E. Serving Iced Tea

a) In a self-serve environment, an empty glass is given to the guest just like a soft drink.

Minimum condiment requirements for iced tea are:

a) Sugar.

b) No calorie sweetener such as Equal or Sweet-n-Low.

c) Lemon wedges.

d) Stirring utensils.

Milk

A. Storage and Handling

Milk is perishable and must be stored under constant refrigeration of less than 41°F. However, do not freeze as the water tends to separate out of the milk when thawed.

B. Serving Milk

Milk must be properly rotated and must never be served after the “use by” date on the carton.

Always offer a glass with milk orders.

Buffet

I. BUFFET _________________________________________________ 3

A. Introduction_____________________________________________________ 3

B. Core Buffet Items ________________________________________________ 3

C. Options ________________________________________________________ 3

II. BUFFET SET UP ________________________________________ 3

A. Buffet Schematic Purpose _________________________________________ 4

B. Buffet Schematic ________________________________________________ 5

III. ORGANIZING THE BUFFET LINE ___________________________ 5

A. Inserts and Smallwares ___________________________________________ 5

B. Utensils _______________________________________________________ 6

C. Smallwares Back-Ups ____________________________________________ 6

D. Organizing For Set-Up ____________________________________________ 6

E. Prep and Back-up ________________________________________________ 7

IV. BUFFET FOOD PREPARATION ____________________________ 8

A. Pasta _________________________________________________________ 8

B. Pasta Sauce ____________________________________________________ 9

C. Garlic Bread ___________________________________________________ 10

D. Baked™ Chicken _______________________________________________ 10

E. Mashed Potatoes _______________________________________________ 11

F. Gravy ________________________________________________________ 12

G. Vegetables ____________________________________________________ 12

H. Pepperoni Twist ________________________________________________ 12

V. BUFFET MAINTENANCE GUIDE ___________________________ 15

A. Staying on top of the buffet _______________________________________ 15

VI. BASIC RULES OF THE BUFFET ___________________________ 16

Buffet

A. Never ________________________________________________________ 16

B. Always _______________________________________________________ 16

C. Stocking Buffet for Rush __________________________________________ 16

D. Stocking Buffet after Rush ________________________________________ 16

VII. BUFFET CLOSING _____________________________________ 17

A. Procedures ____________________________________________________ 17

VIII. DINING ROOM ________________________________________ 17

A. Management __________________________________________________ 17

IX. SALAD BAR ___________________________________________ 18

A. Salad Bar Requirements _________________________________________ 18

B. Salad Bar Set-Up _______________________________________________ 18

C. Prep Items for Salad Bar and Buffet _________________________________ 20

Buffet

I. Buffet

A. Introduction

1. Shakey’s® buffet provides the guest with a variety of products in a self- service environment.

2. The buffet provides a quick service environment during lunch when people are conscious of time and value.

3. The success of Shakey’s® buffet is determined by your ability to provide the best product quality and service, in a clean environment.

4. The procedures provided in this section will ensure high quality standards are maintained, while providing guest satisfaction.

B. Core Buffet Items

1. The following Shakey’s® food products are core items that are required on all buffets:

a) Shakey’s® Original Thin Crust Pizza.

b) Shakey’s® Pan Pizza.

c) Shakey’s® Chicken.

d) Mojo® Potatoes.

e) Shakey’s® Pasta.

f) Shakey’s® Garlic Bread.

g) Salad Bar.

2. Core buffet items may not be omitted from the buffet without written permission from Shakey’s® USA.

C. Options

1. The recommended buffet schematic can also be found on the Shakey’s® USA intranet.

Buffet

2. Items for buffet not listed in this section of the Shakey’s® USA Operations Manual must be requested using the Recipe/Product Exception Process found in the Standards of Operations section of this manual. A complete recipe including ingredients and vendor(s) must accompany the request for exception.

II. Buffet Set Up

A. Buffet Schematic Purpose

1. Setting up the buffet line can be disorganized and time-consuming if not done properly. Using schematic will avoid confusion and ensure all items are arranged in a cost-effective manner. The buffet schematic shown here and found on the Shakey’s® USA intranet will give you a consistent, visually appealing layout.

2. The schematic takes into consideration the following factors:

a) Speed – The buffet should create a flow that provides speed for the guest.

b) Pizza Placement– Pizza should appear first on the hot buffet line since pizza is our signature product.

c) Color - Mixing the various colors of the buffet items in the layout heightens their presentation.

d) Flow - The layout of the buffet line should create ease and speed of service for the customer. Items should be placed on the buffet in a logical sequence, such as mashed potatoes before gravy or salad dressings at the end of the salad bar.

Buffet

B. Buffet Schematic

Flow from POS

Pan Pizza Specialty Promotional Twist

Guest Pepperoni Dessert Garlic Corn Rice Pasta Pasta Mashed Gravy Fresh Baked Mojos® Fried Choice Pizza Bread Sauce Potatoes Vegetable Chicken™ Potatoes Chicken

Pizza Preparation Wells Preparation

Pan Pizza Rotate between Pan Pizza with a variety of two-topping ½ and ½ pizzas

Pasta Recipe provided

Specialty Rotate between Shakey’s Special, Hawaiian, or other specialty

Pasta Sauce Recipe provided

Promotional Current Marketing Focus i.e. Veggie, Firehouse

Mashed Potatoes

Recipe provided

Pepperoni Twist Recipe Provided Gravy Recipe provided

Guest Choice By request (Offered by Cashier). If no requests, this will be pizza maker choice

Fresh Vegetable

Recipe provided

Pepperoni Pizza

Rotate between Pan Pizza and Thin Baked Chicken™

Recipe provided

Dessert Recipe Provided Mojos™ Follow Ops Manual Procedures/Fry station guide Garlic Bread Recipe provided Fried Chicken Follow Ops Manual Procedures/Fry station guide

Additional Wells Items (if applicable)

Corn Recipe provided

Rice Follow Ops Manual Procedure for recipe

III. Organizing the Buffet Line

A. Inserts and Smallwares

1. The schematic will determine what size insert pans are to be used. The rule “less, more often” is used. The insert pan should be large enough to keep from constant refilling, but not so large that the product doesn’t turn over within its holding time.

Buffet

B. Utensils

1. Use the correct serving utensil for each product.

C. Smallwares Back-Ups

1. Make sure you have a well-organized back-up supply of insert pans and smallwares (tongs, pie servers, serving spoons, pizza trays/Cambro trays, silverware, etc.). No time during lunch should ever be wasted in finding or washing needed smallwares.

D. Organizing For Set-Up

1. Good backroom organization is a must. Keep items that are used frequently, in an accessible place. Insert pans and other frequently used smallwares should be easy to reach.

2. Labeling the shelving will “remind” everyone to put smallwares away and keep the area organized. Have a place for everything and keep everything in its place

3. Using a bussing cart to bring out buffet items will save time. This practice will also reduce the risk of a back injury or slip and fall from unnecessarily carrying items.

Item Utensil

Item Utensil Thin Pizza Pie server

Mixed Vegetables Slotted Spoon Pan Pizza Pie server

Fire Baked™ Chicken Tongs Pasta Tongs

Mashed Potatoes Spoon Pasta Sauce 2 oz. ladle

Gravy 2 oz. ladle Garlic Bread Tongs

Mojo® Potatoes Tongs Corn Slotted Spoon

Chicken Tongs

Buffet

E. Prep and Back-up

1. The key to a successful buffet is to focus on buffet management during the meal period.

2. Carefully monitor food production, line maintenance, food quality and temperature, dining room maintenance, and guest service.

3. During lunch, no time should be wasted in getting, prepping, portioning, cooking or serving products.

4. Pre-prep all needed product including back-ups before lunch.

5. Eliminate steps by prepping back-ups in the same portions and containers as they are cooked and served.

6. Keep enough back-ups on hand in the kitchen to save steps to the backroom.

🍽️

Buffet

Shakey’s® USA Operations Manual · 2017

Buffet

B. Buffet Schematic

Flow from POS

Pan Pizza Specialty Promotional Twist

Guest Pepperoni Dessert Garlic Corn Rice Pasta Pasta Mashed Gravy Fresh Baked Mojos® Fried Choice Pizza Bread Sauce Potatoes Vegetable Chicken™ Potatoes Chicken

Pizza Preparation Wells Preparation

Pan Pizza Rotate between Pan Pizza with a variety of two-topping ½ and ½ pizzas

Pasta Recipe provided

Specialty Rotate between Shakey’s Special, Hawaiian, or other specialty

Pasta Sauce Recipe provided

Promotional Current Marketing Focus i.e. Veggie, Firehouse

Mashed Potatoes

Recipe provided

Pepperoni Twist Recipe Provided Gravy Recipe provided

Guest Choice By request (Offered by Cashier). If no requests, this will be pizza maker choice

Fresh Vegetable

Recipe provided

Pepperoni Pizza

Rotate between Pan Pizza and Thin Baked Chicken™

Recipe provided

Dessert Recipe Provided Mojos™ Follow Ops Manual Procedures/Fry station guide Garlic Bread Recipe provided Fried Chicken Follow Ops Manual Procedures/Fry station guide

Additional Wells Items (if applicable)

Corn Recipe provided

Rice Follow Ops Manual Procedure for recipe

III. Organizing the Buffet Line

A. Inserts and Smallwares

Buffet

B. Utensils

1. Use the correct serving utensil for each product.

C. Smallwares Back-Ups

D. Organizing For Set-Up

1. Good backroom organization is a must. Keep items that are used frequently, in an accessible place. Insert pans and other frequently used smallwares should be easy to reach.

2. Labeling the shelving will “remind” everyone to put smallwares away and keep the area organized. Have a place for everything and keep everything in its place

3. Using a bussing cart to bring out buffet items will save time. This practice will also reduce the risk of a back injury or slip and fall from unnecessarily carrying items.

Item Utensil

Item Utensil Thin Pizza Pie server

Mixed Vegetables Slotted Spoon Pan Pizza Pie server

Fire Baked™ Chicken Tongs Pasta Tongs

Mashed Potatoes Spoon Pasta Sauce 2 oz. ladle

Gravy 2 oz. ladle Garlic Bread Tongs

Mojo® Potatoes Tongs Corn Slotted Spoon

Chicken Tongs

Buffet

E. Prep and Back-up

1. The key to a successful buffet is to focus on buffet management during the meal period.

2. Carefully monitor food production, line maintenance, food quality and temperature, dining room maintenance, and guest service.

3. During lunch, no time should be wasted in getting, prepping, portioning, cooking or serving products.

4. Pre-prep all needed product including back-ups before lunch.

5. Eliminate steps by prepping back-ups in the same portions and containers as they are cooked and served.

6. Keep enough back-ups on hand in the kitchen to save steps to the backroom.

Buffet

IV. Buffet Food Preparation

A. Pasta

1. All pasta products are cooked using the same cooking procedures.

Ingredients Preparation Shelf Life and Storage/Holding Re-heating Pasta

5 lb. • One-pound uncooked pasta equals 2¼ pounds cooked.

• Cook pasta for 6- 8 minutes stirring occasionally to prevent pasta from cooking unevenly. It should be slightly al dente at this stage. Pasta will be firm and have a fine white line in the center.

• Place pot with cooked pasta into the sink and allow enough cold water to pour into the pot so that it is cool enough to handle.

• Pour cooked pasta into a colander and rinse with cold water and ice until pasta is cold enough to stop the cooking process and remove excess starch.

• Pasta may be cooked in bulk and held under refrigeration for a maximum of 3 days/ 72 hours.

• After draining, place cooked pasta into a large container or half or full-size insert pan. Coat pasta with 3 tablespoons of oil per container and toss pasta to distribute oil, if necessary.

• Cover, label, date, and refrigerate.

• Bring a large pot of water to a boil.

• Place pasta in china cap or strainer and insert into boiling water for up to 2 minutes.

• Allow water to thoroughly drain from china cap or strainer.

• Pour into insert pan and place on buffet.

Water

5 gal.

Oil Blend

1 oz. per 1 lb. of pasta Salt 1 oz.

Buffet

B. Pasta Sauce

1. Shakey’s® Pasta Sauce for buffet is available in three options; pasta with meat, pasta sauce with meat and vegetables and marinara sauce.

Ingredients Preparation Shelf Life and Storage/Holding Re-heating Pasta Sauce w/meat

In a clean,

sanitized stainless steel insert pan, combine pasta sauce, Shakey’s® Pre- cooked Beef.

Stir to mix thoroughly.

Cover insert pan tightly with aluminum foil.

Place into oven and cook until internal temperature reaches 165oF.

(Start here if only Marinara)

Heat sauce 20-25 minutes on stove or until internal temperature reaches 165oF.

All food products must be held at a minimum of 140°F.

• Shelf life of prepared (unheated) Sauce is 3 days under refrigeration.

• Sauce that has been re-heated must be discarded at the end of the day in which it was re-heated.

Cooling Procedures and Storage (all Sauces)

• Remove sauce from the line at close of buffet. Discard if sauce has been heated more than one time.

• Sauce must be cooled using the “Ice Bath” method.

• Pour left over sauce into smaller insert pans, doing this will help cool the sauce faster.

• Label and date the insert pans. Tightly cover the insert pans with aluminum foil or plastic shrink- wrap.

• Place inert pans into a sanitized bus tub filled with ice and cold water. Let the sauce sit in ice bath, until internal temperature drops to 70oF. This must be accomplished with-in two hours.

• When internal temperature of 70oF is reached, place sauce in walk-in.

• Food must be cooled from 135oF to 70oF within 2 hours and from 70oF to 40oF within 4 hours.

• When reheating leftover sauce, temperature of product must reach 165°F.

Pasta Sauce

1 can

Beef

4 oz.

Marinara

Pasta Sauce

1 can

Buffet

C. Garlic Bread

Ingredients Preparation Shelf Life and Storage/Holding Medium Pan Pizza (Pre- cooked)

1 ea. • Using a pizza spatula, flip pre-cooked medium pan pizza upside down.

• Place 2 oz. of garlic spread in the center of pan pizza bread.

• Using pizza spatula, spread the garlic spread all the way to the edges of the dough.

• Sprinkle evenly with the Garlic Parmesan Mix. Approximately 2 oz.

• Place the garlic bread back into the oven and cook (approximately 3 minutes) until the cheese and garlic spread are completely melted.

• Remove from oven and cut into 1” strips across ( 7 cuts) and then cut strips in to two, making a total of 18 sticks.

• Baked garlic bread should be held for a maximum of 40 minutes.

• Remaining product must be discarded.

Garlic Spread

2 oz.

Parmesan Garlic Mix

1/4 oz. of garlic & parsley, 3/4 oz. of parmesan cheese (that is 3 oz. of parmesan cheese for each 1 oz. of garlic & parsley).

D. Baked™ Chicken

Ingredients Preparation Shelf Life and Storage/Holding Chicken Seasoning

2 oz. • Place chicken pieces in a large pan pizza pan.

• Using a shaker, sprinkle pieces evenly with seasoning.

• Bake covered at 475-500°F for about 20 minutes.

• Bake uncovered at 500°F for approximately 20 additional minutes until internal temperature reaches 165°F.

• If using conveyer over bake covered for 40 minutes, take out chicken, uncover and back for an additional 10 minutes.

• Baked chicken may be held no more than 120 minutes after baking or it will become dry.

• Baked chicken may not be reheated the next day.

Chicken pieces (leg and thigh)

16 pieces

Buffet

E. Mashed Potatoes

Ingredients Preparation Shelf Life and Storage/Holding Re-heating

Boiling Water

1 gallon • Pour boiling water into stainless insert pan.

• Gradually add appropriate amount of potatoes stirring briskly with a whisk.

• (Optional) Whisk parsley into potato mixture if applicable.

• Cover and let stand for 1 minute in warmer.

• Stir again with whisk.

• Potatoes that have been on the line are to be discarded at the end of buffet service and may not be held to the next day.

• Potatoes that have not been on the buffet may be cooled and used the following day.

Cooling Procedures and Storage

• Discard if potatoes have been heated more than one time.

• Potatoes must be cooled using the “Ice Bath” method.

• Pour left over potatoes into smaller insert pans, doing this will help cool the sauce faster.

• Label and date the insert pans. Tightly cover the insert pans with aluminum foil or plastic shrink- wrap.

• Place inert pans into a sanitized bus tub filled with ice and cold water. Let the sauce sit in ice bath, until internal temperature drops to 70oF. This must be accomplished with-in two hours.

• When the internal temperature of 70oF is reached, place sauce in walk-in.

• Food must be cooled from 135oF to 70oF within 2 hours and from 70oF to 40oF within 4 hours.

• When reheating leftover potatoes, temperature of product must reach 165°F.

Mashed Potatoes Instant Mix (26 oz)

1 package

Parsley (optional)

1 oz.

Buffet

F. Gravy

Ingredients Preparation Shelf Life and Storage/Holding Re-heating

Boiling Water

1 gallon • Pour boiling water into stainless pan.

• Gradually add full amount of gravy mix stirring briskly with a whisk.

• Cover and let simmer for 2 minutes in warmer.

• Stir again with whisk.

• Shelf life of prepared gravy is 180 minutes.

• Remaining product must be discarded

Gravy Mix 12 oz

1 package

G. Vegetables

Ingredients Preparation Shelf Life and Storage/Holding Re-heating Boiling Water

2.5 gallons

• Bring large pot of water to a boil.

• Place vegetables in china cap and insert into water for 2 ½ to 3 minutes. Drain.

• Shelf life for prepare Vegetables is 60 minutes.

• Remaining product must be discarded

Fresh or frozen vegetables

2 lbs.

Buffet

H. Pepperoni Twist

Ingredients Preparation Shelf Life and Storage/Holding

Re-heating

Medium Pan Pizza

2 doughs

• Take two fresh pan doughs (made the same day) and release the air bubbles towards the edge. Do not remove dough from pans.

• Push down the dough edge with fingers, to create a uniform surface on the dough. Repeat this step with both doughs.

• Using a spatula, spread pizza sauce evenly on the first dough keeping a ¼’’ clean edge free of sauce.

• Place 4 oz. of mozzarella cheese on top of sauce ensuring to spread evenly.

• Add pepperoni (32pieces).

• Flip the 2nd dough with sauce, making sure oil side is up creating a double pizza.

• Flip the double pizza, from the original pan onto 14x14 silicone sheet.

• Add 1 oz. of mozzarella cheese on top make sure to spread the cheese evenly.

• Compress two sides of the double pizza forming a rectangle.

• Cut 7 times length wise, start in the middle and finish on the edge, creating 8 strips. Use a clean pizza knife.

• Using the silicone sheet for support, place the strips in a clean and dry large deep-dish pan. Cover, label

• Shelf life is only good for the day.

• Remaining product must be discarded

Pizza Sauce (3 oz. spoodle)

1 spoodle

Mozzarella Cheese (Bottom)

4 oz.

Mozzarella Cheese (Top)

1 oz.

Pepperoni (Count)

Buffet

and store the prepared pizza strips in refrigeration at 40oF until ordered.

Making an order.

• Remove two strips from the refrigerator.

• Place the strips on a clean and sanitized aluminum tray covered with a 14x14 silicone sheet.

• Doing a twisting motion, take both ends of the strips and twist. Do this three times to create the pepperoni pizza twist. Repeat this procedure with each strip.

• Conveyor oven: place twist with silicone sheet directly on deck and bake for 5-7 minutes. Pizza twists will be ready when it has a firm texture and golden brown.

• Deck oven: place twists with silicone sheet directly on deck and bake for 5-7 minutes. Pizza twists will be ready when it has a firm texture and golden brown (may need to use a metal pizza pan to prevent too much browning on the bottom of the twists.

• Remove from oven using a pizza paddle and cut the pepperoni twists in half.

• Place the 4 halves on red/ white checked paper in a small black basket. For to-go orders use a single pizza box with checked paper.

Buffet

V. BUFFET MAINTENANCE GUIDE

A. Staying on top of the buffet

EVERY 10 Minutes...

• Restock all inserts that are less than half full.

• Check shelf life of all items and remove/replace as needed.

• Change all dirty inserts and utensils.

• Stir products and scrape sides with a rubber spatula.

• Consolidate partial (same crust type) pizzas.

• Turn chicken pieces bone side down.

• Check temperatures: Hot foods >140°F, Cold foods <41°F.

• Wipe spills online.

• Keep floor and sneeze guards clean.

• “Refresh” or replace any items that are not visually appealing.

• Place utensil handles toward customers.

• Have sanitizer bucket with clean towels available.

• Use rubber spatulas to clean the sides of insert pans.

• Use a clean towel in one hand and 9” tongs in the other to change insert pans on

the line. This is the “Hot Pad Glove & Tong” method.

Buffet

VI. Basic Rules of the Buffet

A. Never

• Yell for food -- the guests should not hear you. • Let the product levels go below half full. • Leave any product on the line that is not fresh. • Dump old food on top of new food -- FIFO. • Leave dirty inserts and utensils on the line. • Reuse any utensil that falls on the floor – all utensils must be clean and sanitized. • Send any product to the line which is below the proper temperature -- generally 165°F. • Be afraid to excuse yourself and step in between guests to replenish the line. • Forget to check the restrooms and dining area too.

B. Always

• Be pleasant with the guests. • Be polite and say “excuse me” when you step in to replenish the line. • Have a positive attitude toward the guests. • Smile!  • Repeat through the echo system that you have received the order in the kitchen. • Say “please” and “thank you” when ordering and filling an order. • Keep a sani-bucket with sanitized towels under the buffet and a separate sani-bucket for rubber spatulas to clean the sides of the insert pans. • Keep your eye out for guests who may need assistance. • Give your guests a reason to come back.

C. Stocking Buffet for Rush

• Anticipate your needs. • Find out if any large parties or events are scheduled. • Stock work area with enough supplies to last through rush. • Prep pizza with just sauce and cheese. • Cook enough baked chicken and rice to last through rush (ask a manager if you are not sure of the amount to make). • Keep an eye on the buffet line and pizza should be kept full and fresh during peak buffet time. • Keep at least 24 pieces of back up fried chicken (legs and things) in the warmer during peak buffet time.

Buffet

• Peek buffet times will vary by location. It is important to communicate with manager and ask when the buffet rush usually hits for your location. Lunch time, from 12:00 pm to 1:00 pm, will usually be busy.

D. Stocking Buffet After Rush

• After 1:30 pm when the buffet rush starts to slow down, start stocking the pizza line with half and half pizzas. • Lower the amount of back up fried chicken to 8 pieces. • Replace the large insert pans on the buffet line with shallow insert pans. Doing this will keep the buffet line looking fresh and full with less product to be wasted at the end of buffet. • Make sure to keep replenishing the buffet until the end of buffet. Always ask a manager if it is okay to stop production of buffet before closing the line.

VII. Buffet Closing

A. Procedures

1. Turn off buffet.

2. Remove all products from the buffet line. Product to be used the next day must be changed into a clean insert, covered, labeled and dated, chilled in an ice and cold-water bath to 71°F within two hours, and stored under refrigeration.

3. Drain the water from the steam units and wipe and sanitize buffet clean.

4. Using the schematic, place clean, covered, inserts and appropriate utensils into the buffet line. This will make set up easier, avoid misplace- ment of utensils, and eliminate the need for additional storage space.

VIII. Dining Room

A. Management

1. In a self-service concept such as buffet, it is extremely important that our team members be visible and well-trained in dining room management. Shakey’s® Signature Service will help you provide a memorable experience.

Buffet

2. Guests judge your operation by their total dining experience, not just the food quality. Dining room personnel can help meet these expectations by being responsive to guest needs, maintaining a clean and orderly dining room, and by monitoring traffic during high-volume hours.

IX. Salad Bar

A. Salad Bar Requirements

1. The salad bar is part of the buffet and like the buffet, must be ready at open.

2. Every salad bar must have Tossed Green Salad. The recipe is listed in this section of the Operations Manual or you can use a 4-Way Lettuce or 50/50 Lettuce premix with carrots.

3. A minimum of 30 items (including dry items and dressings) are required. Shakey’s® recommends that a minimum of 6 fresh vegetables and at least one fresh fruit item be included in food items offered.

B. Salad Bar Set-Up

1. Schematic

a) The same principles of buffet layout -- color and flow -- apply to the salad bar.

b) The salad bar should begin with salad mix. Salad dressings should appear last. Dry condiments should follow the dressings on the end of the salad bar and should never be iced or be refrigerated, as they will become soggy.

Buffet

Salad Bar Flow

4- Way Lettuce premix

50/50 Lettuce premix with carrots

Mac Salad or

Pot Salad

Cottage

Cheese

Cheese (50/50)

Red Onion Pepperoncini Giardiniera Parfait Peaches

Romaine Lettuce with Shredded Parmesan Cheese (2%)

Banana Chips

Croutons

Baja

Mix

Broccoli Black Olives Beets Green Bell

Peppers

Jalapeno Spinach Italian Blue Cheese

Sunflower Seeds

Raisins

Baby Corn

(optional)

Grape Tomatoes

Garbanzo

Beans or Kidney

Baja Mix Raspberry

Dressing

1000 Island Caesar Ranch Olive Oil

Vinegar

4 Bean

Salad

2. Salad Bar Prep and Back-up

a) Back-up items should be prepped and stored in crocks, labeled and dated, ready to use.

b) Salad bar items must always be prepped consistently.

c) The Preparation chart identifies the specific items listed on the Salad Bar schematic. Laminate and post in the prep area for your team members.

3. Pre-Opening Tasks

a) In addition to procedures listed in buffet set-up, if the salad bar is refrigerated, turn the unit on 30 minutes prior to opening.

b) Remove all salad bar items from refrigeration. Rotate leftover products out of storage containers and new products into clean containers. Place new products on the bottom and leftover products on top. (First In, First Out)

c) If the salad bar is non-refrigerated, fill salad bar with ice to within one inch from the top of all containers.

4. Preparation

a) Remove from original container and place into a clean salad bar crock or insert pan when ready to use.

Buffet

5. Shelf Life and Storage

a) All prepared dressings and salads should be stored in clean, tightly covered containers and kept under refrigeration after opening. Some products may require refrigerated storage prior to opening. Consult manufacturer shelf life for all prepared items.

C. Prep Items for Salad Bar and Buffet

1. All fresh vegetables should be placed into clean, tightly covered containers after opening and labeled, dated and stored under refrigeration.

2. All fruits should be placed into clean, tightly covered containers after opening and labeled, dated and stored under refrigeration.

3. All canned vegetables should be placed into clean, tightly covered containers after opening and labeled, dated and stored under refrigeration.

4. All dry condiments should be stored in tightly covered containers after opening. Dry condiments should not be held on ice or in a refrigerated salad bar unit, as they tend to absorb moisture and become soggy.

Buffet

Name Preparation Shelf Life and Storage/Holding

Lettuce with Carrots

Blend 50/50 Lettuce and (2%) Carrots

(thin sliced) when needed. Place in

the Salad Bowl

Keep the unblended Lettuce and carrots in their original labeled bag. Store under

refrigeration at 41°F and follow the “use

by” date on original container.

4- Way Lettuce

Premix

4-Way Lettuce premixed when needed. Place in the Salad Bowl

Keep the unblended lettuce in their

original labeled bag. Store under refrigeration at 41°F and follow the “use

by” date on original container.

Romaine Lettuce with

Shredded Parmesan

Cheese

Blend 98% Romaine and 2% Shredded Parmesan Cheese when

needed. Place in the Salad Bowl.

Keep the unblended Lettuce in the original

labeled bag Store under refrigeration at

41°F and follow the “use by” date on

original container.

Baby Corn

Using Cut Safe Gloves, open can, and

placed under original liquid clear

cambro container.

Drain liquid before placing product

into Salad Bar Insert.

Open can and follow the “use by” date on

original container.

Store under refrigeration at 41°F up to 2 days in a clean, labeled airtight container.

Broccoli

Rinse and remove from packet and

place into Salad Bar Insert.

If necessary slice in small parts.

Keep the remains product in the original

labeled bag, store under refrigeration at

41°F and follow the “use by” date on

original bag.

Grape Tomatoes

Rinse, Remove from packet and place

into Salad Bar Insert.

Keep the remains product in the original

labeled box, store under refrigeration at

41°F and follow the “use by” date on

original box.

Black Olives

Using Cut Safe Gloves, open can, and

placed under original liquid.

Drain liquid before placing product

into Salad Bar Insert.

Open can and follow the “use by” date on

original container.

Store under refrigeration at 41°F up to 2 days in a clean, labeled airtight container.

Garbanzo Beans or

Kidney

Using Cut Safe Gloves, open can, and

placed under original liquid in clear

cambro container.

Drain liquid before placing product

into Salad Bar Insert.

Open can and follow the “use by” date on

original container.

Store under refrigeration at 41°F up to 2 days in a clean, labeled airtight container.

Beets

Using Cut Safe Gloves, open can, and

placed under original liquid clear

cambro container.

Drain liquid before placing product

into Salad Bar Insert.

Unopened can follow the “use by” date on

original container.

Store under refrigeration at 41°F up to 2 days in a clean, labeled airtight container.

Cucumber Rinse, and peel lines in lengthwise.

Slice to 1/8th “

Store under refrigeration at 41°F up to 2 days in a clean, labeled airtight container.

Green Bell Peppers Rinse, Remove seeds and stems.

Slice to 1/8th “

Store under refrigeration up to 2 days in a

clean, labeled airtight container.

Red Onion Rinse an peel onions

Slice to 1/8th “

Store under refrigeration up to 2 days in a

clean, labeled airtight container.

Buffet

Jalapeno

Using Cut Safe Gloves, open can, and

placed under original liquid.

Drain liquid before placing product

into Salad Bar Insert.

Unopened can follow the “use by” date on

original container.

Store under refrigeration at 41°F up to 2 days in a clean, labeled airtight container.

Pepperoncini Store in original container. Fill insert

pan when you needed.

Store under refrigeration 41°F and follow

the “use by” date on original container.

Giardiniera

Store in original container. Fill Salad

Bar Insert when you needed under

original liquid.

Store under refrigeration 41°F and follow

the “use by” date on original container.

Mac Salad or Potato

Salad Place in clear cambro container. Store under refrigeration 41°F and follow

the “use by” date on original container.

Cottage Cheese Store in clear cambro container. Fill

Salad Bar Insert when needed.

Store under refrigeration 41°F and follow

the “use by” date on original container.

Cheese

Mix, store and label. Fill inserts when

needed. (50% mozzarella/50%

cheddar)

1000 Island, Raspberry,

Caesar, Italian, Ranch

or Blue Cheese

Store in original container. Fill Salad

Bar Insert when you needed. Store under refrigeration 41°F and follow

the “use by” date on original container.

Banana Chips Store in clear cambro container. Fill

Salad Bar Insert when needed.

Store in a clean and dry place and follow

the “use by” date on original container.

Croutons Store in original container. Fill Salad

Bar Insert when needed.

Store in a clean and dry place and follow

the “use by” date on original container.

Sunflower Seeds Store in original container. Fill Salad

Bar Insert when you needed.

Store in a clean and dry place and follow

the “use by” date on original container.

Raisins Store in original container. Fill Salad

Bar Insert when needed.

Store in a clean and dry place and follow

the “use by” date on original container.

Olive Oil Store in original container. Fill Salad

Bar Insert when needed.

Store in a clean and dry place and follow

the “use by” date on original container.

Vinegar Store in original container. Fill Salad

Bar Insert when needed.

Store in a clean and dry place and follow

the “use by” date on original container.

Parfait Store in clear cambro container. Fill

Salad Bar Insert when needed.

Store under refrigeration 41°F and follow

the “use by” date on original container.

Peaches

Using Cut Safe Gloves, open can, and

placed under original liquid clear

cambro container.

Drain liquid before placing product

into Salad Bar Insert.

Unopened can follow the “use by” date on

original container.

Store under refrigeration at 41°F up to 2 days in a clean, labeled airtight container.

Baja Mix

Baja Mix comes frozen.

Prep Baja mix by thawing in walk-in cooler or refrigerator at 41oF or below.

Place in sanitized clean salad bar

insert container, label and date

container.

Unopened can follow the “use by” date on

original container.

Store under refrigeration at 41°F up to 7 days in a clean, labeled airtight container

after prepping.

Buffet

4-Bean Salad

4-Bean Salad comes frozen.

Prep 4-Bean Salad by thawing in walk-in cooler or refrigerator at 41oF

or below. Place in sanitized clean salad bar insert container, label and

date container.

Unopened can follow the “use by” date on

original container.

Store under refrigeration at 41°F up to 7 days in a clean, labeled airtight container

after prepping.

Dough Procedures

I. DOUGH PROCEDURES ____________________________________ 2

A. Shakey’s® Dough Products ________________________________________ 2

B. General Dough Procedures ________________________________________ 2

C. Shakey’s® Dough Mixes __________________________________________ 2

D. Critical Elements ________________________________________________ 3

II. THIN CRUST DOUGH PROCEDURES _______________________ 3

A. Mixing Shakey's® Dough __________________________________________ 3

B. Determine Thin Crust Needs _______________________________________ 4

C. Roll Thin Crusts _________________________________________________ 5

D. Handling and Cutting Thin Dough ___________________________________ 6

E. Stacking Thin Crusts _____________________________________________ 7

III. PAN DOUGH PROCEDURES _______________________________ 8

A. Shakey’s® Pan Pizza Dough _______________________________________ 8

B. Pan Pizza Dough – Starter/Sponge Procedures ________________________ 8

C. Alternative Starter Method _________________________________________ 9

D. Mixing Pan Dough _______________________________________________ 9

E. Oiling Pans ____________________________________________________ 11

F. Rolling Pan Dough ______________________________________________ 11

G. Placing Pan Dough into Pans ______________________________________ 12

H. Stacking Pan Dough _____________________________________________ 12

I. Proofing Pan Dough _____________________________________________ 12

J. Dough Usage Chart _____________________________________________ 13

K. Completing the Dough Usage Chart _________________________________ 13

Dough Procedures

A. Shakey’s® Dough Products

1. Shakey’s® dough forms the foundation for our quality product. All procedures must be followed to ensure quality and consistency. Shakey’s® one step dough mixes are used for consistency and ease in handling.

B. General Dough Procedures

1. Follow a set routine of making and rolling dough at the same time each day to maintain consistency of product.

2. Make pan dough at the same time every day. Pan dough rolled in the afternoon may be used through two meal periods or through lunch the following day. Pan dough rolled too early in the morning can only be used for the two meal periods that day.

3. Use the dough usage chart to prevent running short or excessive waste.

C. Shakey’s® Dough Mixes

1. Shakey’s® Dough Mixes include all ingredients in one bag and only require adding the correct amount of water and fresh yeast.

2. Flour Used in Shakey’s® Dough Products:

a) Flour is the main ingredient of any dough product and the type of flour used is what gives the dough its particular characteristics. Shakey’s® uses two types of flour for our dough products: high gluten and 60/40 blended flour.

(1) High gluten, flour is made of hard spring and winter wheat and has a high protein content. (13.3%-13.8%).

(2) Topping flour (sometimes called all purpose flour) has a much lower protein content than high gluten flour. Adding

Dough Procedures

topping flour to high gluten flour (60% high gluten, 40% topping) lowers the overall protein content of the mix (to 12.0% - 12.8%). This lowered protein content is what gives our thin crust its crispy quality.

b) Rice flour is used to flour dough during rolling. Rice flour has very good moisture absorbing properties which will help keep the dough from sticking without affecting dough quality.

D. Critical Elements

1. The amount of water used is critical in achieving quality dough. Ensure that the recipe is carefully followed and the water is weighed. Not weighing the water will result in inconsistent product quality.

2. The temperature of the water is also a critical factor in ensuring that the dough is made correctly. Use a calibrated thermometer to ensure the water temperature matches the recipe.

3. Yeast is another critical factor in making consistently high quality dough. The yeast must be fresh! Some common problems with dough not rising properly can be attributed to old yeast.

4. Shakey’s® Dough Mixes have the expiration date stamped on each bag. Peak performance is ensured as long as the correct amount of water and fresh yeast (by weight) and the correct water temperature are used.

Thin Crust Dough Procedures

A. Mixing Shakey’s Dough

1. Mix today, roll tomorrow.

2. Weigh 9 1/4 lb. water at Room Temperature (68-72°F) and add to mixing bowl.

3. Add yeast to bowl (8 oz. fresh).

Dough Procedures

4. Stir and let sit for 1 minute.

5. Open one bag of Shakey’s® Thin Crust Dough, 25lb bag and pour into mixing bowl.

6. After mixing 7 minutes on speed number one, remove the dough from the mixer and divide it into two separate batches, each weighing approximately 17 lbs. Place each batch into a clean, sanitized bus tub.

7. Cover each batch by placing the entire tub containing the dough into a large, clear, food safe plastic bag. Tie each bag at the ends leaving room for the dough to expand. Label each bag of dough as thin crust with the mixing date and time.

a) Store each bus tub of covered dough at room temperature, not in the walk-in! Allow the dough to remain at room temperature until the bus tub contents have risen to double in size. This should take several hours but will vary depending on the temperature of the room.

b) After the dough has doubled in size, press the dough back down to original size.

c) Place the dough in the walk-in to be rolled the next day. Do not leave dough out of the walk-in overnight.

d) Dough should be stored no less than 18 hours and no more than 36 hours after mixing and before rolling.

B. Determine Thin Crust Needs

1. Check the number of leftover thin crusts. Shelf life of rolled thin crust is two meal periods.

2. Estimate the number of thin crusts needed for the day. This will vary according to the day of the week, the volume of the restaurant, the sales mix of the restaurant and any planned local store marketing activities.

3. Once you determine your daily need, subtract the usable leftover thin crusts from your daily need. This will be the number of thin crusts you need to roll.

4. Schedule thin crust rolling a minimum of one time per day. Roll only

Dough Procedures

enough for use through the next meal period. This practice will reduce the amount of thin crusts being thrown away at the end of their shelf life and ensure the best quality product is used.

C. Roll Thin Crusts

1. Remove the bus tub of dough from the cooler ½ hour before rolling to let the dough warm up slightly. Remove dough from the tub and cut in half to form two equal loaves approximately 8 ½ pounds each.

2. Press the loaf of dough down enough to pass under the safety bar of the dough roller. Lightly dust the loaf with rice flour to eliminate stickiness as needed. Use only enough rice flour to prevent sticking. Excessive rice flouring will result in tough, chewy crusts.

CAUTION: Keep hands away from the roller assembly at all times. Do not reach under the safety guard. Do not remove or tamper with safety devices. No one under 18 years of age is allowed to operate the dough machinery.

3. For the initial roll, adjust the rollers to where the dough touches the rollers as it passes through. The roller settings will vary from machine to machine.

4. Turn the roller on and roll the dough through the machine, adjusting the width of the rollers down after each pass of the dough. The adjustment should be 2-3 clicks on the adjustment arm per pass.

5. Continue to roll and adjust until the dough sheet is approximately ½" in thickness. This should take approximately 4 passes through the rollers.

6. Once the dough sheet is ½” thick, add two pounds of scraps to the dough sheet.

7. Lay the scraps evenly on top of the dough sheet and enclose them by folding the dough sheet into thirds lengthwise. (If there are no scraps available, use the equivalent of two pounds of rolled thin dough from the previous day.

8. When folding into thirds, any tears that may have appeared along each edge are folded into the center of the “fold”. The final product will have a smooth texture along the edges. When performing the “third fold”, always fold the dough sheet to the width of approximately ½ the diameter of the cutting ring to be used.

Dough Procedures

9. After forming the “third fold”, adjust the roller back to the initial wide setting and roll the “third fold” two to three additional passes, adjusting the roller two to three notches or clicks with each pass. Turn the dough 180° with each pass, to ensure the opposite side is floured.

10. Now fold the dough in half lengthwise, end to end. This is the final fold. This fold ensures that the pizza will bake with the proper bubbling and layering characteristics unique to Shakey’s® thin crust pizza. Again, adjust the rollers wide enough to accept this double fold.

11. Continue to roll the dough, adjusting the roller down 2 or 3 notches with each pass and again turn the dough 180° with each pass.

12. It may be necessary to hold back the dough on the last few passes and feed it into the rollers to keep it from doubling up in front of the rollers and tearing.

13. The final thickness must be approximately 3/32”, or slightly more than the thickness of a nickel, but not thicker than a nickel and dime combined. This is just a guide. The appropriate thickness will be achieved when the dough cut to the proper size, weighs the correct amount.

14. When you are near the final thickness, or at about 12 passes, cut out a thin crust and weigh it. This is the only way to ensure the correct thickness and weight.

15. Use the Shakey's® USA Dough Portioning Chart to determine weight of thin crust finished product.

16. The optimum number of passes through the roller is 12. Dough should not be rolled more than 14 passes total. Rolling dough more than 14 passes will result in a tough thin crust.

D. Handling and Cutting Thin Dough

1. Spread the dough on the table, being careful not to stretch it.

2. Fluff the edges of the dough sheet to be sure that it is relaxed.

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Dough Procedures

Shakey’s® USA Operations Manual · 2017

Dough Procedures

b) Rice flour is used to flour dough during rolling. Rice flour has very good moisture absorbing properties which will help keep the dough from sticking without affecting dough quality.

D. Critical Elements

2. The temperature of the water is also a critical factor in ensuring that the dough is made correctly. Use a calibrated thermometer to ensure the water temperature matches the recipe.

3. Yeast is another critical factor in making consistently high quality dough. The yeast must be fresh! Some common problems with dough not rising properly can be attributed to old yeast.

Thin Crust Dough Procedures

A. Mixing Shakey’s Dough

1. Mix today, roll tomorrow.

2. Weigh 9 1/4 lb. water at Room Temperature (68-72°F) and add to mixing bowl.

3. Add yeast to bowl (8 oz. fresh).

Dough Procedures

4. Stir and let sit for 1 minute.

5. Open one bag of Shakey’s® Thin Crust Dough, 25lb bag and pour into mixing bowl.

b) After the dough has doubled in size, press the dough back down to original size.

c) Place the dough in the walk-in to be rolled the next day. Do not leave dough out of the walk-in overnight.

d) Dough should be stored no less than 18 hours and no more than 36 hours after mixing and before rolling.

B. Determine Thin Crust Needs

1. Check the number of leftover thin crusts. Shelf life of rolled thin crust is two meal periods.

3. Once you determine your daily need, subtract the usable leftover thin crusts from your daily need. This will be the number of thin crusts you need to roll.

4. Schedule thin crust rolling a minimum of one time per day. Roll only

Dough Procedures

enough for use through the next meal period. This practice will reduce the amount of thin crusts being thrown away at the end of their shelf life and ensure the best quality product is used.

C. Roll Thin Crusts

3. For the initial roll, adjust the rollers to where the dough touches the rollers as it passes through. The roller settings will vary from machine to machine.

4. Turn the roller on and roll the dough through the machine, adjusting the width of the rollers down after each pass of the dough. The adjustment should be 2-3 clicks on the adjustment arm per pass.

5. Continue to roll and adjust until the dough sheet is approximately ½" in thickness. This should take approximately 4 passes through the rollers.

6. Once the dough sheet is ½” thick, add two pounds of scraps to the dough sheet.

Dough Procedures

11. Continue to roll the dough, adjusting the roller down 2 or 3 notches with each pass and again turn the dough 180° with each pass.

12. It may be necessary to hold back the dough on the last few passes and feed it into the rollers to keep it from doubling up in front of the rollers and tearing.

14. When you are near the final thickness, or at about 12 passes, cut out a thin crust and weigh it. This is the only way to ensure the correct thickness and weight.

15. Use the Shakey's® USA Dough Portioning Chart to determine weight of thin crust finished product.

16. The optimum number of passes through the roller is 12. Dough should not be rolled more than 14 passes total. Rolling dough more than 14 passes will result in a tough thin crust.

D. Handling and Cutting Thin Dough

1. Spread the dough on the table, being careful not to stretch it.

2. Fluff the edges of the dough sheet to be sure that it is relaxed.

Dough Procedures

3. Make about a ½” cut though the edge of the sheet. If the sheet shrinks away on either side of the cut, the sheet is stretched too much. Relax dough as necessary to limit shrinkage.

4. Use the appropriate cutting ring as a guide and cut around it through the dough sheet using a paring knife.

5. Make sure when cutting out thin crusts that the cutting ring lays flat.

6. A pizza is a perfect circle, not oval or “football” shaped. (The pizza crust will shrink to an oval shape when the dough is not completely relaxed).

7. When rolling is completed for the day, place 2 lbs. of leftover scrap in a clear food safe plastic bag and store in walk-in cooler for your first batch of thin crust the following day.

E. Stacking Thin Crusts

1. Before picking up the thin crusts, dust off all excess flour, and remove the scrap. To prevent them from stretching, fold half of the thin crust over your hand and hold the other half, or fold the thin crust, then pick it up.

2. Stack the crusts on the appropriate size pizza pan, with a sheet of sandwich-type wax paper between each crust. The bottom paper should be labeled with the day/time dough was rolled. Stagger the bottom paper so it can be viewed easily.

a) Stack the following on each tray:

(1) 7’’ Individual – 10 - crusts (2) 9’’ Small – 10 - crusts (3) 12’’ Medium – 10 - crusts (4) 15’’ Large – 10 - crusts

3. Wrap each stack with a layer of plastic wrap, turn the stack ¼ turn and wrap again to keep from drying out. Do not wrap tightly as it will cause the crusts to change shape resulting in a pizza with a shape that is not round.

4. Label the outer plastic wrap with the date/time dough was rolled.

5. Refrigerate the thin crusts in the walk-in cooler immediately after stacking.

Dough Procedures

6. Do not stack trays of dough.

7. The minimum storage time for prepared thin crusts before use is two hours under refrigeration.

8. Maximum storage and use time is two meal periods. Thin crusts that exceed their shelf life will not rise properly and will have an “off” taste.

Pan Dough Procedures

A. Shakey’s® Pan Pizza Dough

1. Properly making Shakey’s® pan pizza dough is a two-step process. The first step is to prepare “starter”, then allow this “starter” to cure or ferment. Once cured, the “starter” is commonly referred to as “sponge”. The second step is adding sponge to fresh dough to give it the characteristic flavor unique to Shakey’s® pan pizza.

B. Pan Pizza Dough – Starter/Sponge Procedures

1. Weigh 11 lbs. water at 85°F. Add to mixer bowl.

2. Add yeast to bowl (4 oz. fresh).

3. Stir and let sit for 1 minute.

4. Add one 24 lb. bag of Shakey’s® Starter Pan Dough mix.

5. On speed #1 mix for 8 minutes.

6. Dough must be between 75°F and 85°F after mixing. If dough is under 75°F or over 85°F, it must be discarded because the yeast cannot activate properly.

Dough Procedures

7. Remove dough from mixer bowl weighing out three even batches, approximately 11 to 12 pounds, and place into three clear food safe plastic bags for proofing. Place each bag into a clean bus tub. Label batch of starter: Date, Made Time, Ready Time, Discard Time. Do not place the starter directly into a bus tub un-bagged. It may be confused with thin crust dough.

8. To develop the proper sourdough type flavor, starter/sponge must sit at room temperature for 24 hours.

9. Starter/Sponge after 24 hours must now be refrigerated.

10. Discard if not used within the next 24 hours.

C. Alternative Starter Method

1. This method is acceptable for lower volume days when a full batch of starter would be too much.

2. This method should also be limited to lower volume days to ensure that the cycle is broken on when “fresh” starter is added to pan dough for weekend business.

a) After mixing one complete batch of pan dough including starter/sponge, remove 12 lbs. of dough from batch and set aside.

b) Place into a food safe plastic bag and place bag into a clean bus tub and label with made time and ready time.

c) To develop the proper sourdough type flavor, starter/sponge must sit at room temperature for 24 hours.

d) If not used the same day, starter/sponge must be discarded.

D. Mixing Pan Dough

1. Preheat proofer to 85°F (use dry heat only).

2. Check starter/sponge temperature and use chart for correct water

Dough Procedures

temperature.

Starter Temperature Water Temperature

Summer 70°F – up 68-72°F (Room Temp)

Winter Below 70°F 85°F

Refrigerated Starter Below 50°F 95°F

3. Weigh 11 lbs. of water and add to mixing bowl.

4. Add yeast to bowl (4 oz. Fresh).

5. Stir and let sit for 1 minute.

6. Open Shakey’s® Starter Pan Dough Mix (24 lb. bag) and pour into mixer bowl. (Same product used to make starter/sponge.)

7. Add 1 portion (approximately 12 pounds) of starter/sponge to mixer bowl.

8. Pan dough from the previous day may be used as starter for your next batch of dough. Use up to 9 lbs. per 24 lbs. of mix.

9. Attach dough hook, raise bowl and mix on speed #1 for 8 minutes.

10. Dough must be between 75°F and 85°F after mixing. If dough is under 75°F or over 85°F, it must be discarded because the yeast cannot activate properly.

11. Portion dough into dough balls according to Shakey's® USA Dough Portioning Chart.

12. Dough balls should be smooth and consistent, similar to the cap of a mushroom.

13. Cover with clear food safe plastic bag and let dough balls rest 5 minutes before rolling.

Dough Procedures

E. Oiling Pans

1. While dough is mixing, prepare the pizza pans using Shakey’s® pre- mixed oil blend, which is a mixture of canola oil and olive oil.

a) If not available in a pre-mixed oil blend, prepare one gallon of mixture use:

(1) 12 cups canola oil (2) 4 cups olive oil

2. Pump oil mixture into pans in the following amounts using a 1 oz. oil pump. Stack pans with separators in preparation for rolling dough.

3. Pan Pizza sizes:

9’’ Small

9” pan

1 oz. 12’’ Medium 12” pan

2 oz. 15’’ Large

15” pan

3 oz.

F. Rolling Pan Dough

1. Keep dough balls covered with a clear food safe plastic bag to prevent them from drying out. If dough balls dry out, they will not stretch properly for rolling and will not proof properly in the pan.

2. Press dough ball to form a flattened circle of dough, stretch lengthwise until doubled in length.

3. Dust dough ball lightly with rice flour. Rice flour is the only acceptable flour to use. Its purpose is to help the dough through the roller. Other types of flour will incorporate into the dough causing the dough to be tough.

4. Pass dough ball through the roller lengthwise. Do not over-flour or the dough. Rice flour does not incorporate into the dough and too much used will give the dough an off taste.

5. Turn dough sideways (1/4 turn) for pass two.

Dough Procedures

6. If necessary, turn and pass dough a third time and/or fourth time. Maximum - 4 passes. Thickness of pan dough will be approximately 1/4” and a diameter 1/2” larger than the pan.

7. Roll large crusts first to allow more time for the larger mass to rise.

G. Placing Pan Dough into Pans

1. Gently fold dough in half.

2. Lift dough and begin by gently placing the dough into the oiled pan with the edge well over the lip of the pan.

3. Carefully unfold and lay the dough into the pan so the edge of the dough rises up the side of the pan ½ way, evenly all the way around.

H. Stacking Pan Dough

1. Cover each pan with a pan separator and stack no more than 8 high. Stacking dough too high will cause the dough in the center of the stack not to chill as quickly as necessary and may over proof in the walk-in. Stacks of 8 will also be easier to handle and organize.

2. Label, date and place time on each dough stack to ensure proper rotation and place into the walk-in cooler. A minimum of the bottom pan in each stack should be labeled.

I. Proofing Pan Dough

1. Place panned dough into a preheated proofer (85°F).

2. Use the proofing time chart to track time in the proofer. Mark time into the proofer and time to be checked. Check time will begin 45 minutes after placing dough into proofer. Total proofing time will range 45-75 minutes.

3. Pan Dough is properly proofed when doubled in size. Do not over proof or underproof dough.

4. For safety reasons, do not stack dough above 6 feet in the walk-in cooler.

Dough Procedures

5. To ensure proper cooking, dough must be refrigerated at least two hours or to below 40°F before using. This will help stabilize the dough and allow the dough time to properly absorb the oil.

J. Dough Usage Chart

1. The Dough Usage Chart can be found in the on the Intranet.

2. The Dough Usage Chart is used to calculate and track the actual dough (pan and thin) made and used each day.

K. Completing the Dough Usage Chart

1. Begin a new chart at the beginning of each week.

2. At closing, enter the number of each size of leftover dough in the lower right portion of the box as the ending amount. Discard any dough that will not be useable in the morning.

3. The ending amount of that day will become the beginning amount the next day.

4. Use the charts to estimate your needs for each day by comparing like days over several weeks and calculating the average usage.

5. Consider any special events such as holidays, parties, or Local Store Marketing activities which may increase or decrease your needs.

6. Use the comment section to document any activities that may impact the forecasting of future days/weeks such as weather, sporting events, or other current events.

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I. PIZZA STATION ___________________________________________ 3

A. Linear Flow _____________________________________________________ 3

B. Pizza Maketable Setup and Process _________________________________ 3

C. Pizza Making Process ____________________________________________ 4

II. PREP FOR PIZZA ITEMS __________________________________ 5

A. Shakey’s® Pizza Ingredients _______________________________________ 5

B. Sauce _________________________________________________________ 5

C. Cheese ________________________________________________________ 5

D. Pepperoni ______________________________________________________ 6

E. Ham __________________________________________________________ 6

F. Salami ________________________________________________________ 6

G. Sausage _______________________________________________________ 7

H. Beef __________________________________________________________ 7

I. Hot Sausage____________________________________________________ 7

J. Sliced Chicken __________________________________________________ 8

K. Chorizo Sausage ________________________________________________ 8

L. Sliced Mushrooms _______________________________________________ 8

M. Yellow Onions __________________________________________________ 8

N. Red Onion _____________________________________________________ 9

O. Cilantro ________________________________________________________ 9

P. Green Peppers __________________________________________________ 9

Q. Black Olives ____________________________________________________ 9

R. Pineapple _____________________________________________________ 10

S. Jalapenos _____________________________________________________ 10

T. Basil _________________________________________________________ 10

U. Tomato _______________________________________________________ 10

V. Archovy ______________________________________________________ 11

W. Chopped Garlic ________________________________________________ 11

X. Alfredo _______________________________________________________ 11

Y. BBQ Sauce____________________________________________________ 12

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Z. Pesto Sauce ___________________________________________________ 12

AA. Sun Dried Tomatoes ____________________________________________ 12

BB. Feta Cheese ___________________________________________________ 13

CC. Artichoke Hearts ________________________________________________ 13

III. THIN CRUST PIZZA _____________________________________ 13

A. Thin Crust Preparation ___________________________________________ 13

B. Saucing Thin Crust Pizza _________________________________________ 14

C. Cheesing Thin Crust Pizza ________________________________________ 14

D. Constructing a Thin Crust Pizza ____________________________________ 14

E. Baking a Thin Crust Pizza ________________________________________ 15

F. Characteristics of a Perfect Thin Crust Pizza __________________________ 16

G. Cutting and Serving Thin Crust Pizza ________________________________ 17

H. Thin Crust Troubleshooting Guide __________________________________ 18

IV. PAN PIZZA ____________________________________________ 18

A. Pan Pizza Crust Preparation ______________________________________ 18

B. Pan Pizza Saucing ______________________________________________ 19

C. Cheesing a Pan Pizza ___________________________________________ 19

D. Constructing a Pan Pizza _________________________________________ 19

E. Baking a Pan Pizza _____________________________________________ 20

F. Characteristics of a Perfect Pan Pizza _______________________________ 21

G. Cutting and Serving the Pizza _____________________________________ 21

H. Pan Pizza Troubleshooting Guide __________________________________ 23

V. BUFFET PIZZAS ________________________________________ 23

A. Pan and Thin Crust Pizzas on Buffet ________________________________ 23

VI. PORTION CONTROL CHARTS ____________________________ 24

A. Using Portion Control Charts ______________________________________ 24

B. Portion Control Charts ___________________________________________ 25

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I. Pizza Station

A. Linear Flow

1. The kitchen should have a logical flow from the beginning to the end of the pizza making process.

2. To prepare for busy times, tools should be where they are needed.

B. Pizza Maketable Setup and Process

1. The pizza maketable should be setup so that all of the toppings flow in the order of the portion chart from one side of the table to the other.

2. “Ready for Revenue” should be the goal before every peak revenue period. Having to go to the walk-in at 12:30 p.m. for more pepperoni will slow you down and slow the pizza making process down, in turn, slowing guest service down.

3. To further prepare for peak busy times, have backups of your ingredients in insert pans ready to go in the bottom of your maketable. Have enough sauce, cheese and pepperoni bags ready to get you through your rush.

4. Here is an example of a typical 8 foot maketable setup flowing from left to right:

Sauce Cheese Pepperoni Salami Sausage Spicy Sausage

Sliced Hot Sausage

Black Olives Red Onions Green Peppers

Tomato Diced

Ham Beef Chicken Mushrooms Yellow Onions

Jalapenos Pineapple

5. If you have room at the end of the maketable add a 2nd pan of cheese for top cheese.

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6. If you have room on the maketable add small pans for premium ingredient items or use bus tub and small pans and keep underneath maketable.

C. Pizza Making Process

1. During nonpeak revenue periods, pizza making requires one person to complete the entire process.

a) One person process:

(1) Remove ticket from printer or from kitchen display (2) Communicate with Fry Person if only one printer (3) Determine crust type (4) Apply sauce (5) Apply cheese/bottom cheese (6) Apply sliced meats, if ordered (7) Apply toppings, if ordered (8) Apply top cheese (only to pan pizza) (9) Place pizza in oven or on oven belt (10) Pop bubbles as needed (11) Check for doneness (12) Cut pizza (13) Give to Guest or Food Runner

2. During peak busy times, pizza making requires a two-person process to ensure our guests receive their pizza in a timely manner.

a) Two person process (Person #1):

(1) Remove ticket from printer, if available in your location (2) Communicate with Fry Person if only one printer (3) Determine crust type (4) Apply sauce (5) Apply cheese/bottom cheese (6) Apply sliced meats, if ordered

b) Two person process (Person #2):

(1) Apply toppings, if ordered

Pizza

(2) Apply top cheese (only to pan pizza) (3) Place pizza in oven or on oven belt (4) Pop bubbles as needed (5) Check for doneness (6) Cut pizza if there is no dedicated cut person (7) Give to Guest or Food Runner

II. Prep for Pizza Items

A. Shakey’s® Pizza Ingredients

1. Ingredients must always be the freshest available.

2. Many of our items come ready to use with very minimal prep needed.

B. Sauce

Item Preparation Shelf Life and Storage Pizza Sauce

• Shakey’s® pizza sauce comes in a specially sealed pouch which locks in freshness and is easy to use. • Open pouch and pour sauce into a clean, sanitized insert pan.

• Store at room temperature or under refrigeration unopened to “use by” date. • Pizza sauce after opening can be can be stored under refrigeration for up to 72 hours.

C. Cheese

Item Preparation Shelf Life and Storage Whole Milk Mozzarella Cheese

• Open bag and pour cheese into a clean, sanitized insert pan.

• Store under refrigeration at 40°F unopened to “use by” date.

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D. Pepperoni

Item Preparation Shelf Life and Storage Pepperoni • To prepare for use, pepperoni is removed from packaging and placed in a clean, sanitized insert pan. • Pepperoni must never be used frozen. This will result in improperly baked pizzas.

• Pepperoni kept in original packaging can be stored frozen up to 6 months at 0°F. • Pepperoni is kept in original packaging and thawed under refrigeration below 41°F for at least two days prior to use. • Thawed-unopened 12 days. • Thawed-opened 5 days.

E. Ham

Item Preparation Shelf Life and Storage Ham • To prepare for use, ham is removed from packaging and placed in a clean, sanitized insert pan. • Ham must never be used frozen. This will result in improperly baked pizzas.

• Ham kept in original packaging can be stored frozen up to 6 months at 0°F. • Ham is kept in original packaging and thawed under refrigeration below 41°F for at least two days prior to use. • Thawed-unopened 30 days. • Thawed-opened 5 days.

F. Salami

Item Preparation Shelf Life and Storage Salami • To prepare for use, salami is removed from packaging and placed in a clean, sanitized insert pan. • Salami must never be used frozen. This will result in improperly baked pizzas.

• Salami kept in original packaging can be stored frozen up to 6 months at 0°F. • Salami is kept in original packaging and thawed under refrigeration below 41°F for at least two days prior to use. • Thawed-unopened 30 days. • Thawed-opened 14 days.

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G. Sausage

Item Preparation Shelf Life and Storage Sausage • To prepare for use, sausage is removed from packaging and placed in a clean, sanitized insert pan. • Sausage must never be used frozen. This will result in improperly baked pizzas.

• Sausage kept in original packaging can be stored frozen up to 6 months at 0°F. • Sausage is kept in original packaging and thawed under refrigeration below 41°F for at least two days prior to use. • Thawed-unopened 12 days. • Thawed-opened 5 days.

H. Beef

Item Preparation Shelf Life and Storage Beef • To prepare for use, beef is removed from packaging and placed in a clean, sanitized insert pan. • Beef must never be used frozen. This will result in improperly baked pizzas.

• Beef kept in original packaging can be stored frozen up to 6 months at 0°F. • Beef is kept in original packaging and thawed under refrigeration below 41°F for at least two days prior to use. • Thawed-unopened 12 days. • Thawed-opened 5 days.

I. Hot Sausage

Item Preparation Shelf Life and Storage Hot Sausage • To prepare for use, sausage is removed from packaging, sliced to ¼” on a diagonal, and placed in a clean, sanitized insert pan. • Sliced Sausage must never be used frozen. This will result in improperly baked pizzas.

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J. Sliced Chicken

Item Preparation Shelf Life and Storage Sliced Chicken

• To prepare for use, sliced chicken is removed from packaging and placed in a clean, sanitized insert pan. • Sliced chicken must never be used frozen. This will result in improperly baked pizzas.

• Sliced chicken kept in original packaging can be stored frozen up to 6 months at 0°F. • Sliced chicken is kept in original packaging and thawed under refrigeration below 41°F for at least two days prior to use. • Thawed-unopened 12 days. • Thawed-opened 5 days.

K. Chorizo Sausage

Item Preparation Shelf Life and Storage Chorizo Sausage

• To prepare for use, chorizo sausage is removed from packaging and placed in a clean, sanitized insert pan. • Chorizo sausage must never be used frozen. This will result in improperly baked pizzas.

• Chorizo kept in original packaging can be stored frozen up to 6 months at 0°F. • Chorizo is kept in original packaging and thawed under refrigeration below 41°F for at least one days prior to use. • Thawed-unopened 12 days. • Thawed-opened 5 days.

L. Sliced Mushrooms

Item Preparation Shelf Life and Storage Sliced Mushrooms

• Receive sliced or slice on site if received whole. • Slice to 1/8th.

• Store under refrigeration to “use by” date • Allow sufficient ventilation. • Sliced on site-up to 2 days.

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M. Yellow Onions

Item Preparation Shelf Life and Storage Yellow onions • peel onions.

• Slice to 1/8th. • Store under refrigeration up to 2 days in a clean, labeled airtight container.

N. Red Onions

Item Preparation Shelf Life and Storage Red Onions • Peel and quarter onions. • Slice to 1/16th. • Store under refrigeration up to 2 days in a clean, labeled airtight container.

O. Cilantro

Item Preparation Shelf Life and Storage Chopped Cilantro Leaves

• Strip leaves from stems. • Loosely chop. • Store under refrigeration 1 day prepared.

P. Green Peppers

Item Preparation Shelf Life and Storage Green Peppers

• Rinse, remove seeds and stems. • Slice to 1/8th.

• Store under refrigeration up to 2 days in a clean, labeled airtight container.

Q. Black Olives

Item Preparation Shelf Life and Storage Black Olives • Open pouch, store in original liquid under refrigeration in clean, labeled, airtight container. • Drain liquid only when product is on maketable.

• Unopened pouche-6 months. • Opened pouche-3 days under refrigeration of 41oF or below.

R. Pineapple

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Shakey’s® USA Operations Manual · 2017

Pizza

G. Sausage

H. Beef

I. Hot Sausage

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J. Sliced Chicken

Item Preparation Shelf Life and Storage Sliced Chicken

K. Chorizo Sausage

Item Preparation Shelf Life and Storage Chorizo Sausage

L. Sliced Mushrooms

Item Preparation Shelf Life and Storage Sliced Mushrooms

• Receive sliced or slice on site if received whole. • Slice to 1/8th.

• Store under refrigeration to “use by” date • Allow sufficient ventilation. • Sliced on site-up to 2 days.

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M. Yellow Onions

Item Preparation Shelf Life and Storage Yellow onions • peel onions.

• Slice to 1/8th. • Store under refrigeration up to 2 days in a clean, labeled airtight container.

N. Red Onions

Item Preparation Shelf Life and Storage Red Onions • Peel and quarter onions. • Slice to 1/16th. • Store under refrigeration up to 2 days in a clean, labeled airtight container.

O. Cilantro

Item Preparation Shelf Life and Storage Chopped Cilantro Leaves

• Strip leaves from stems. • Loosely chop. • Store under refrigeration 1 day prepared.

P. Green Peppers

Item Preparation Shelf Life and Storage Green Peppers

• Rinse, remove seeds and stems. • Slice to 1/8th.

• Store under refrigeration up to 2 days in a clean, labeled airtight container.

Q. Black Olives

• Unopened pouche-6 months. • Opened pouche-3 days under refrigeration of 41oF or below.

R. Pineapple

Pizza

Item Preparation Shelf Life and Storage Pineapple • Open can, store in original liquid under refrigeration in clean, labeled, airtight container. • Drain liquid only when product is on maketable.

• Unopened can-6 months. • Opened can-3 days under refrigeration of 41oF or below.

S. Jalapenos

Item Preparation Shelf Life and Storage Jalapenos • Open can, store in original liquid under refrigeration in clean, labeled, airtight container. • Drain liquid only when product is on maketable.

• Unopened can-6 months. • Opened can-3 days under refrigeration of 41oF or below.

T. Basil

Item Preparation Shelf Life and Storage Basil Leaves • Strip leaves from stems • Loosely chop • Store under refrigeration 1 day.

U. Tomato

Item Preparation Shelf Life and Storage Roma Tomatoes

• Rinse in cold water • Diced to 1/8th • Store under refrigeration 1 day sliced.

V. Anchovy

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Item Preparation Shelf Life and Storage Anchovies • Open can. Store unused portion in clean, airtight, labeled container.

• Unopened can- store under refrigeration to “use by” date. • Opened can-store in clean, airtight, labeled container up to 7 days.

W. Chopped Garlic

Item Preparation Shelf Life and Storage Chopped Garlic

• Open container, store in original liquid.

• Follow manufacturer’s instructions and discard after “use by” date.

X. Alfredo Sauce

Item Preparation Shelf Life and Storage Alfredo Sauce • Alfredo sauce comes in a specially sealed pouch which locks in freshness and is easy to use. • Open pouch and pour sauce into a clean, sanitized insert pan. • Alfredo sauce after opening can be stored under refrigeration for up to 7 days.

• Store under refrigeration unopened to “use by” date. • Alfredo sauce kept in original packaging can be stored frozen up to 6 months at 0°F. • Alfredo sauce is kept in original packaging and thawed under refrigeration below 41°F for at least one days prior to use. • Thawed-unopened 5 days. • Thawed-opened 3 days.

Y. BBQ Sauce

Pizza

Item Preparation Shelf Life and Storage BBQ Sauce • BBQ sauce comes in a specially sealed pouch which locks in freshness and is easy to use. • Open pouch and pour sauce into a clean, sanitized insert pan.

• Store under refrigeration unopened to “use by” date. • BBQ sauce after opening can be can be stored under refrigeration for up to 7 days.

Z. Pesto Sauce

Item Preparation Shelf Life and Storage Pesto Sauce • Store in original container. Fill insert pan when needed.

• Store under refrigeration of 41oF or below unopened to “use by” date.

AA. Sun Dried Tomatoes

Item Preparation Shelf Life and Storage Sun Dried Tomatoes

• Open bag of sun dried tomatoes and transfer them into a clean container. Date and label container. • Make sure the sun-dried tomatoes are the first topping to go on top of the pizza or under the cheese. This will keep the sun-dried tomatoes from burning.

• Store under refrigeration at 41oF or below for 3 weeks after opening.

BB. Feta Cheese

Pizza

Item Preparation Shelf Life and Storage Feta Cheese • Open bag of feta cheese and transfer cheese into a clean container. Feta cheese is considered a topping.

• Store under refrigeration of 41oF or below for 3 weeks after opening.

CC. Artichoke Hearts

Item Preparation Shelf Life and Storage Artichoke Hearts

• To prepare for use, open can of artichokes. • Drain artichokes juice. • Transfer artichokes into a clean sanitized container. Date and label container. • Brake artichoke in half before placing them on pizza.

• Store under refrigeration of 41oF or below unopened to “use by” date.

III. Thin Crust Pizza

A. Thin Crust Preparation

1. All Shakey’s® restaurants must offer both Thin Crust and Pan Pizza unless expressly agreed to in writing by Shakey’s® USA. All thin crust pizzas are made the same way using the portion control charts.

2. Thin crusts should be removed from refrigeration approximately 15 minutes before baking. This allows the dough to “proof” and reduces bubbling in the oven. Do not leave thin crusts at room temperature for more than one hour or they will overproof and become dry, and bubble excessively.

a) Sprinkle a light amount of cornmeal onto the throw board or pan. Using too much cornmeal will cause the pizza to burn on the bottom of the crust.

b) If too little cornmeal is used, the pizza will stick to the board/pan and the toppings will fall off when placed in the oven.

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c) Place thin crust on a throw pan.

B. Saucing Thin Crust Pizza

1. Apply sauce to the pizza using a spoodle, portioning the appropriate amount found on the portion control chart.

2. Spread the sauce evenly using an off set spatula to ensure even distribution of the sauce.

3. Thin crust pizzas should be sauced to the edge, but not over the edge. Saucing over the edge will burn and detract from the taste of the finished pizza. If sauce does spill over the edge it must be removed before sliding the pizza into the oven. C. Cheesing Thin Crust Pizza

1. Using the appropriate bowl, portion the correct amount of cheese as specified on the portion control chart for the size pizza. Sprinkle it evenly over the sauce.

2. Place Cheese to within ¼’’ of the edge of the thin crust. Leaving a sauce ring will ensure that the cheese will not run over the edge of the pizza and burn during baking. Avoid building a cheese ridge around the edge that may run over the edge of the pizza.

D. Constructing a Thin Crust Pizza

1. Ingredients should be placed on the pizza in the same order they appear on the portion control charts.

2. Always refer to the portion control charts for the proper specifications of the various ingredients according to the size of pizza being made.

3. Begin at the outer edge of the cheese and place the ingredients around the outside of the pizza first. Work toward the center distributing them evenly and being careful not to “center load” the pizza.

4. If extra cheese is ordered, apply the appropriate amount and place on top

Pizza

of ingredients working from the outside edge, in a circular motion to the center.

E. Baking a Thin Crust Pizza

1. Conveyor Oven

a) Place the pizza on the conveyor belt with the front/leading edge just outside the baking chamber (most conveyor ovens will bake closest to a “deck oven” bake by placing the pizza directly on the conveyor belt. If you use this process, you must clean your conveyor belt and oven interior regularly to prevent build up).

b) The pizza is done when the back/trailing edge completely clears the baking chamber.

Baking time or belt speed is generally set between 5 minutes - 5 minutes and 45 seconds at 450°F - 490°F for thin crust, depending on the make, model and configuration of the oven. Check with your manufacturer for your proper oven settings. Baking at the lowest acceptable temperature for the highest acceptable time will produce a more thoroughly baked product.

c) The baking process creates separation in thin crust dough resulting in bubbles. Large bubbles must be popped during the baking process since they upset the placement of the ingredients on the finished pizza. Use a bubble popper to pop the bubbles as soon as they appear.

2. Deck Oven

a) Hold the throw pan at a slight angle with the front edge touching the shelf (so the pizza won’t fall off).

b) Allow the pizza to slide off the throw pan by giving it a light jerking motion.

c) The baking process creates separation in thin crust dough resulting in bubbles. Large bubbles must be popped during the

Pizza

baking process since they upset the placement of the ingredients on the finished pizza. Use a bubble popper to pop the bubbles as soon as they appear.

d) Using the oven peel, lift the edges of thin crust pizza to check how well the bottom is browning. If the pizza is not browning enough, move pizza to another area of the oven free of burnt cornmeal.

e) Pizzas will take 10-12 minutes at 490°F - 500°F. Excessive opening of the oven door will add minutes to the baking time. Baking any pizza at a temperature higher than 500°F will result in a poor quality product that may appear baked on the outside but will be doughy on the inside.

F. Characteristics of a Perfect Thin Crust Pizza

1. Thin crust thickness is between a nickel and a nickel and dime combined.

2. Dough is within the shelf life, labeled, dated and refrigerated for at least two hours prior to baking.

3. Sauce is properly portioned and spread evenly to the edge.

4. Cheese and toppings are properly portioned using the correct portion control chart and distributed evenly to within ½” from the edge leaving a sauce ring.

5. Cheese is completely melted and toppings are cooked thoroughly.

6. Pizza has good separation and bubbles have been popped during the baking process.

7. The very outer edge of the pizza will have a pencil-thin black line.

8. Pizza is cut completely through in even slices according to the appropriate size.

9. When cut, the pizza crunches.

Pizza

G. Cutting and Serving Thin Crust Pizza

1. After removing from the oven, place the pizza onto a clean cutting board.

2. Cut the pizza with a pizza knife using a rocking motion. Pizzas should be cut completely through ensuring that pieces are not attached to each other.

3. Cut into the number of slices as required for the size of pizza:

a) 7’’ Individual - four slices (two cuts) b) 9’’ Small - eight slices (four cuts) c) 12’’ Medium - ten slices (five cuts) d) 15’’ Large - twelve slices (six cuts)

4. Slide pizza onto the appropriate size serving tray.

5. Compare the order to the ticket for completeness and accuracy prior to giving the pizza to the guest.

6. “To-go” pizzas are placed into the appropriate sized pizza box. Phone orders should be placed in a warming cabinet if the customer has not arrived yet.

7. Stack to-go pizzas no more than three boxes high to prevent cheese and toppings from sticking to the top of the box

H. Thin Crust Troubleshooting Guide

Pizza

IV. Pan Pizza

A. Pan Pizza Crust Preparation

1. Pan pizzas are made the same as thin with the exception of the cheese which is portioned with two-thirds of the cheese under the toppings and one-third of the cheese on top of the toppings.

2. Pan pizza dough must be kept under refrigeration until it is time to construct and cook the pizza. Construction of a pan pizza remains the same for deck ovens and/or conveyor ovens.

B. Pan Pizza Saucing

Problem Probable Cause

Tough or chewy crust • Too much flour used when rolling • Dough is expired • Too much scrap used when rolling • Yeast is old • Too much water used when mixing dough

Crust is too thick • Dough weight not checked after rolling

Crust continues to rise • Crusts not refrigerated immediately after rolling • Excessive temperature in Dough Room

Crust doesn’t rise • Dough rolled too many times • Stacked too high in walk-in • Dough is old • Dough is cold

Blistering during baking • Dough is old

Crust lacks separation • No scrap used • Dough not folded

Dry, cracker like crust • Excessive flouring during rolling process

Thickness not uniform • Roller warped

Pizza

1. If air bubbles are present, release the air by pressing lightly on the dough and working bubble towards the edge before applying sauce.

2. Apply sauce to the pizza using a spoodle, portioning the appropriate amount found on the portion control chart.

3. Spread the sauce evenly using an off set spatula to ensure even distribution of the sauce.

4. Pan pizzas should be sauced to the lip of the pizza being careful not get any sauce on the lip. Sauce on the lip will burn and detract from the taste of the finished pizza.

C. Cheesing a Pan Pizza

1. Using the appropriate bowl, portion the correct amount of cheese as specified on the portion control chart for the size pizza. Sprinkle it evenly over the sauce.

2. Place Cheese to edge of the sauce being careful not to get any cheese on the lip. Cheese on the lip will detract from the look of the finished product.

D. Constructing a Pan Pizza

1. Ingredients should be placed on the pizza in the same order they appear on the portion control charts.

2. Always refer to the portion control charts for the proper specifications of the various ingredients according to the size of pizza being made.

3. Begin at the outer edge of the cheese and place the ingredients around the outside of the pizza first. Work toward the center distributing ingredients evenly and being careful not to “centerload” the pizza.

4. If extra cheese is ordered, apply the appropriate amount and place on top of ingredients working from the outside edge, in a circular motion to the center. E. Baking a Pan Pizza

1. Baking a Pizza in a Conveyor Oven

Pizza

a) Place the pizza on the conveyor belt with the front/leading edge just outside the baking chamber.

b) The pizza is done when the back/trailing edge completely clears the baking chamber.

c) Baking time or belt speed is generally set at 8 minutes 15 seconds. – 8 minutes 45 seconds. 475°F, depending on the make, model and configuration of the oven. Check with the manufacturer for your proper oven settings. Baking at the lowest acceptable temperature for the highest acceptable time will produce a more thoroughly baked product.

d) The pizza is properly baked when the cheese is thoroughly melted and the crust is golden brown.

e) The center of the pizza must be checked to ensure it is completely baked.

2. Baking a Pizza in a Deck Oven

a) Place the pan pizza in the oven. Begin the baking process with the pizza in the back of the oven where the temperature is less likely to drop dramatically when the door is opened.

b) Pizzas will take 12-15 minutes at 490°F-500°F. Excessive opening of the oven door will increase the baking time up to as much as 20 minutes. Baking any pizza at a temperature higher than 500°F will result in a poor quality product that may look baked on the outside but will be raw and doughy on the inside.

c) The pizza is properly baked when the cheese is thoroughly melted and the crust is golden brown.

d) The center of the pizza must be checked to ensure it is completely baked.

F. Characteristics of a Perfect Pan Pizza

Pizza

1. Dough is properly proofed to double in size and ½ way up the side of the pan.

2. Dough is within the shelf life, labeled, dated and refrigerated for at least two hours prior to baking.

3. Sauce is properly portioned and spread evenly to the lip.

4. Cheese is properly portioned and distributed evenly to the lip.

5. All ingredients are portioned appropriately using the portion control chart and distributed evenly to the lip.

6. Bottom crust of pizza and top inner crust are a rich golden “fried” brown with a “breadlike” structure throughout.

7. Pizza is cooked thoroughly and “center” is checked before cutting.

8. After baking, pizza is brushed around the top edge of the crust with oil blend.

9. Pizza is cut completely through in even slices according to the appropriate size.

G. Cutting and Serving the Pizza

1. After removing the pizza from the oven, place the pizza onto a clean cutting board using pan grippers and a triangular pizza server to lift the pizza out of the pan. Place the hot pan in a designated area to avoid burning others.

2. Using a pastry brush, apply oil blend to the outer edge of the pan pizza.

3. Cut the pizza with a pizza knife using a rocking motion. Pizzas should be cut completely through ensuring that pieces are not attached to each other.

4. Cut into the number of slices as required for the size of pizza:

Pizza

a) 7’’ Individual - four slices (two cuts) b) 9’’ Small - eight slices (four cuts) c) 12’’ Medium - ten slices (five cuts) d) 15’’ Large - twelve slices (six cuts)

5. Slide pan pizza onto the appropriate size serving tray.

6. Compare the order to the ticket for completeness and accuracy prior to giving the order to the guest.

7. “To-go” pizzas are placed into the appropriate sized pizza box. Phone orders should be placed in a warming cabinet if the customer has not arrived yet.

8. Stack to-go pizzas no more than three boxes high to prevent cheese and toppings from sticking to the top of the box.

H. Pan Pizza Troubleshooting Guide

Pizza

Problem Probable Cause

Flat dough after refrigerating • Proofer temperature too high • Dough proofed too long • Too much water in dough Dough does not brown • Dough is past shelf life • Proper oil portion not used Dough tastes sour • Dough is past shelf life • Starter is old

Dough lacks flavor • Starter is less than 24 hours old • Starter not used • Proper oil portion not used

Tough or stiff dough • Too little water used in mixing • Starter is not used Excessive bubbles • Dough not placed in pan properly after rolling • Air not released when applying cheese/toppings Dough does not rise • Dough is less than 75°F after mixing • Yeast is dead (premix is old) Pizza does not cook evenly • Oven has hot spots • Oil not distributed evenly Pizza is raw in center • Toppings center loaded • Toppings/cheese frozen • Oven too hot

V. Buffet Pizzas

A. Pan and Thin Crust Pizzas on Buffet

1. Pizza Placement– Pizza should appear first on the hot buffet line. Pizza is our signature product on the buffet. Buffet information can be found in the Buffet section of this manual.

2. To ensure an appealing and cost effective buffet, keep the following buffet rules in mind:

a) Pizzas for the buffet are made in the same manner as any other pizza, using exactly the same specifications.

b) Pizzas for buffet should be made as needed to ensure the best quality product is served. Pre-made pizzas may be held under refrigeration for no more than one hour prior to use.

Pizza

c) Pizzas for buffet should be baked as needed and placed directly on the buffet after baking.

d) Pizzas should be placed onto a pizza pan and held on the buffet line on a thermal shelf at 150°F to 180°F.

e) Holding time for pizzas on the buffet line is 20 minutes maximum.

VI. Portion Control Charts

A. Using Portion Control Charts

1. Determine the size of the pizza and read across the appropriate line on the portion control chart for the amount of sauce, cheese and toppings.

2. Sauce must be applied using the proper spoodle.

3. Weigh and apply cheese, spreading evenly to within ¼’’ of the edge for thin crust and to the edge of the lip for Pan Pizza.

4. Count all flat meats using the number listed on the portion control charts.

5. Weigh and apply all toppings in the order they are listed on the portion control chart. Toppings should extend out to the edge of the cheese.

6. If extra cheese is requested, it is applied on top of the other ingredients working from the outside edge, in a circular motion to the center.

7. If a plain cheese pizza is requested, apply the regular amount of cheese plus the amount listed for Cheese Only.

8. If fresh tomatoes are ordered, they are applied after the pizza is baked unless the customer requests cooked tomatoes.

9. For half and half pizzas, weigh or count one half of the portion amount for each topping.

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10. LTO and Specialty Pizza Spec Charts may be added from time to time.

B. Portion Control Charts

1. Sauce Portioning

Ingredients 7” (I) 9” (S) 12” (M) 15” (L)

Sauce (3 oz. spoodle) .33 .5 1 2

2. Shakey’s® USA Cheese Portioning Chart

7” (I) 9” (S) 12” (M) 15” (L)

Thin Crust Pizza Bottom Cheese oz.

1.5 3 6 9

Pan Pizza Bottom Cheese oz.

2 4 6

Pan Pizza Top Cheese oz.

1 2 3

Cheese Only oz. (additional) .5 1 2 3

Extra Cheese oz. (additional) .5 1 2 3

3. Ingredient Portioning Charts

Shakey’s® USA Ingredient Portioning Chart

Pizza

Ingredients 7” (I) 9” (S) 12” (M) 15” (L) Salami (count) 1 topping/2+ topping 4 / 3 10 / 8 20 / 16 30 / 24 Ham (count) 1 topping/2+ topping 5 / 4 12 / 10 24 / 20 36 / 30 Pepperoni (count) 1 topping/2+ topping 5 / 4 16 / 12 32 / 24 48 / 36 Sausage (pre-cooked) oz. 1.5 2.5 5 7.5 Beef (pre-cooked) oz. 1.5 2.5 5 7.5 Chicken (pre-cooked) oz. 1.5 2.5 5 7.5 Mushrooms oz. 1 1.5 3 4.5 Olives oz. 1 1.5 3 4.5 Green Peppers oz. 1 1.5 3 4.5 Onions oz. 1 1.5 3 4.5 Jalapenos oz. 1 1 2 3 Pineapple oz. 1 2 4 6 Anchovy oz. .5 1 2 3 Chorizo oz. 1 1.5 3 4.5 Tomato Dice oz. 1 1.5 3 / 2.5 4.5 / 4 Feta Cheese 1 1.5 3 / 2.5 4.5 / 4 Sun Dried Tomatoes 1 1.5 3 / 2.5 4.5 / 4 Artichoke Hearts 1 1.5 3 / 2.5 4.5 / 4 Pesto Sauce 1 1.5 3 / 2.5 4.5 / 4

4. Specialty Portioning Charts

Shakey’s® USA Shakey’s® Special Portioning Chart

Ingredients 9” (S) 12” (M) 15” (L) Salami (count) 3 6 9 Pepperoni (count) 8 16 24 Sausage (pre-cooked) oz. 1 2 3 Beef (pre-cooked) oz. 1 2 3 Mushrooms oz. 1 2 3 Olives oz. 1 2 3

Shakey’s® USA Vegetarian Portioning Chart

Ingredients 9” (S) 12” (M) 15” (L)

Pizza

Mushrooms oz. 1 2 3 Olives oz. 1 2 3 Green Peppers oz. 1 2 3 Onions oz. 1 2 3 Tomatoes (count) 1 2 3

Shakey’s® USA Firehouse Portioning Chart

Ingredients 9” (S) 12” (M) 15” (L) Sauce (3 oz. spoodle) .5 1 2 Pepperoni (count) 8 16 24 Sliced Hot Sausage oz. 2 4 6 Spicy Sausage oz. 1 3 5 Tomatoes oz. 1 2 3 Red onion oz. .5 1 1.5 Sprinkle on top after baking

Basil leaves (Tablespoon) 1 2 3

Shakey’s® USA Texas BBQ Chicken Portioning Chart

Ingredients 9” (S) 12” (M) 15” (L) BBQ Sauce (3 oz. spoodle) .5 1 2 Sliced Chicken (pre-cooked) oz. 3 6 9 Red Onion oz. 1 2 3 Bake pizza

Cilantro (Tablespoon) .5 1 1.5

Shakey’s® USA Rustic Garlic Chicken Portioning Chart

Ingredients 9” (S) 12” (M) 15” (L) Alfredo Sauce (3 oz. spoodle) .5 1 2 Garlic (in water) oz. .5 1 1.5 Pre-cooked Chicken oz. 2.5 5 7.5 Mushrooms oz. 1.5 3 4.5 Sprinkle on top after baking

Cilantro (Tablespoon) 1 2 3

Shakey’s® USA Ultimate Meat Portioning Chart

Pizza

Ingredients 9” (S) 12” (M) 15” (L) Sauce (3 oz. spoodle) .5 1 2 Salami (count) 4 8 12 Pepperoni (count) 8 16 24 Ham (count) 6 12 18 Spicy Sausage oz. 1 2 3 Beef (pre-cooked) oz. .5 1 1.5 Bacon Pieces (pre-cooked) oz. .5 1 1.5

Shakey’s® USA Big Island BBQ Portioning Chart

Ingredients 9” (S) 12” (M) 15” (L) BBQ Sauce (3 oz. spoodle) .5 1 2 Ham (count) 10 20 30 Jalapeno Sausage oz. 1 2 3 Pineapple oz. 2 4 6 Bacon Pieces (pre-cooked) oz. .5 1 1.5

Chicken, Mojo® Potatoes and More

I. CHICKEN ________________________________________________ 2

A. Breading Chicken ________________________________________________ 2

B. Frying Chicken __________________________________________________ 2

C. Serving Chicken _________________________________________________ 3

D. Care of Oil _____________________________________________________ 4

II. MOJO® POTATOES ______________________________________ 6

A. Preparing Mojo® Potatoes _________________________________________ 6

B. Frying Mojo® Potatoes ____________________________________________ 6

C. Serving Mojo® Potatoes ___________________________________________ 7

D. Shelf Life and Storage ____________________________________________ 7

V. TROUBLESHOOTING GUIDE ______________________________ 8

Chicken, Mojo® Potatoes and More

I. Chicken

A. Breading Chicken

1. Procedure

a) Fill breading tub with only enough breading for the meal period.

b) Place chicken into the breading tub and roll the pieces until they are uniformly covered. (No more than eight pieces at a time).

c) Gently shake breaded chicken to remove excess breading.

d) Use aluminum pizza tray to transfer chicken from breading station into fry basket.

e) Chicken should be fried immediately. If it cannot be fried immediately, cover and refrigerate and use within 30 minutes.

f) Breading tub must be stored under refrigeration to retard bacteria growth.

g) Sift through breading to remove any lumps.

h) Breading must be discarded at the end of each meal period and replaced with new breading in a clean and sanitized breading tub.

B. Frying Chicken

1. Procedure

a) Heat oil to 350°F.

b) Place dark meat pieces (legs, thighs) into frying basket.

c) Add white meat pieces.

d) Up to 32 pieces of chicken may be cooked at one time. Please note amount may vary depending on the fryer.

Chicken, Mojo® Potatoes and More

e) Place frying basket into oil.

f) Shake basket to keep pieces from sticking together.

g) Frying time is 12 – 15 minutes or until internal temperature reaches 165°F.

h) Frying time may vary slightly depending on the amount of product to be cooked, the temperature, age, and condition of the oil.

i) Hook the basket on the inside edge of the fryer to drain off the oil. (Approx. 15-20 Seconds).

j) Dump chicken into dump station or place in warming cabinet. Chicken can be held up to 45 minutes.

k) During slow periods, the fryer should be turned down to 200°F to maintain longer life of the oil.

C. Serving Chicken

1. Buffet

a) Baked chicken must be leg and thigh. (16 pieces). Fried chicken must be leg and thigh. (16 pieces) .

b) Chicken should be placed bone side down into an insert pan with drain shelf.

c) Fried chicken should be held under bottom dry heat and top heat lamp for a maximum of 60 minutes. Baked chicken should be held under bottom dry heat and top heat lamp for a maximum of 120 minutes.

Chicken, Mojo® Potatoes and More

2. Chicken Portions

a) Place chicken into approved serving basket or plate, lined with paper, or into a takeout container. Chicken portions are as follows:

(1) Single piece of chicken ( 1 – leg, thigh, breast, or wing) (2) Two pieces of chicken (1 each - leg and thigh) (3) Four pieces of chicken (1 each - leg, thigh, breast, wing) (4) Eight pieces of chicken (2 each - leg, thigh, breast, wing)

Note: Adjustments to chicken portion are at the franchisee’s discretion.

D. Care of Oil

1. Frying life of oil

a) The frying life of oil is directly related to heat and the length of time it is held at frying temperature.

2. Temperature

a) Do not heat the oil above 350°F.

b) Turn down the thermostat to 200°F (or turn fryer off) when not actually in the process of frying chicken. The time required to raise the temperature back to the right frying temperature will depend on the type and condition of the fryer. It should take approximately 2-3 minutes on average, provided the fryer is working correctly.

c) Check temperature of the oil weekly. Recalibrate if necessary.

d) Turn thermostat completely off at close. On gas-operated fryer, the pilot light should remain lit overnight.

3. Foreign particles

a) In order to maintain the longest possible frying life, do not allow excessive breading to fall into the hot oil.

Chicken, Mojo® Potatoes and More

b) Do not use brushes made of brass, copper or aluminum as these metals can cause a chemical breakdown in the oil.

c) Clean and check the overhead filter and exhaust system regularly in order to prevent dirt and condensation from dropping into the frying area. This will also conserve energy and prevent excessive maintenance and repairs to the system.

4. Filtering

a) The oil must be filtered at least twice a day; during and after each meal period. Gear the filter schedule to the volume of chicken cooked.

NOTE: Oil should be filtered more often if necessary.

b) The kettle should be wiped clean using a lint free cloth with every filtering. Do not use soaps or detergents as the slightest amount can ruin the flavor of the oil.

5. Cleaning the fryer

a) The fryer should be thoroughly cleaned, or “boiled out” each time the frying oil is changed. b) Use a commercial fryer cleaner. Be certain to follow the manufacturer’s instructions carefully.

NOTE: Commercial cleaners are caustic and should be handled with extreme care. (Refer to SDS Book for proper handling)

c) Make sure all traces of cleaner are neutralized and thoroughly rinsed before refilling and using the fryer. Adding about 8 oz. of distilled vinegar to a fryer full of clear water is the normal neutralizing compound.

6. Oil Breakdown

a) Oil breakdown indicates the end of the useful frying life of the oil. Oil must be changed immediately. It is usually characterized by:

(1) Smoking. (2) Objectionable “off” flavor or smell. (3) Excessive foaming. (4) Dark color of oil.

Chicken, Mojo® Potatoes and More

II. Mojo® Potatoes

Mojos® are ¼” thick slices of potato, coated in special breading and deep-fried giving it a crispy coating and tender inside.

A. Preparing Mojo® Potatoes

1. Procedure

a) Mojo® Potatoes are received prepared for immediate use.

b) Mojo® Potatoes must be kept frozen until frying.

c) Don’t know thaw. If thawed, batter will flake resulting in an unservable product.

B. Frying Mojo® Potatoes

1. Procedure

a) Heat oil to 350°F.

b) Place Mojo® potato slices into frying basket. As many as five pounds or one full bag may be cooked at one time.

c) Place clean frying basket into hot oil.

d) Shake basket within the first 30 seconds to keep pieces from sticking together.

e) Frying time is 5 to 6 minutes depending on fryer.

f) Cooking time may vary slightly depending on the amount of product to be cooked, the temperature, age, and condition of the oil.

g) Hook basket on the inside edge of fryer to drain oil (15 sec.).

h) Dump Mojo® Potatoes into dump station.

Chicken, Mojo® Potatoes and More

i) During slow periods, the fryer should be turned down to 200°F to maintain longer life of the oil.

C. Serving Mojo® Potatoes

1. Buffet

a) Mojos should be held in an insert with drain shelf under dry heat for a maximum of 25 minutes.

NOTE: For best results make less more often.

2. A La Carte

a) Place Mojos into serving basket or plate lined with paper or into a take-out container. Mojos sizes are as follows:

(1) Large order of Mojos® 1 lb. (approx. 20-24 pieces) (2) Medium order of Mojos® ½ lb. (approx.10-12 pieces) (3) Small order of Mojos (approx. 5-7 pieces).

D. Shelf Life and Storage

1. Procedure

a) Mojo® Potatoes must be received and stored at 0°F +/- 10°F.

b) Mojo® Potatoes must be kept frozen until use.

c) Mojo® Potatoes may be kept frozen up to 6 months from manufacture date.

Chicken, Mojo® Potatoes and More

III. Troubleshooting Guide

Problem Probable Cause Chicken tastes bad • Chicken is past shelf life • Chicken was stored above 40°F • Chicken was left out • Oil has not been filtered • Oil is old • Cooked chicken held too long

Breading is too light • Oil is less than 350°F • Not cooked long enough Breading is too dark • Oil is more than 350°F • Cooked too long • Oil is old Breading is lumpy • Chicken too wet • Breading not sifted • Breading not changed after meal period Breading does not stick • Chicken pieces were touching each other when cooking • Chicken or potatoes were too moist when breading • Mojo® potatoes were not frozen

Salads

I. SALAD __________________________________________________ 2

A. Introduction_____________________________________________________ 2

B. Salad Setup and Process __________________________________________ 2

II. SALAD PREP ___________________________________________ 3

A. 4-Way Lettuce or 50/50 Lettuce Mix __________________________________ 3

B. Romaine Lettuce with Shredded Parmesan Cheese _____________________ 3

C. Prepared Salad Dressings _________________________________________ 4

D. Sliced Cucumbers _______________________________________________ 4

E. Grape Tomatoes ________________________________________________ 4

F. Baby Corn _____________________________________________________ 4

G. Broccoli ________________________________________________________ 4

H. Black Olives ____________________________________________________ 5

I. Garbanzo Beans ________________________________________________ 5

J. Beets _________________________________________________________ 5

K. Green Bell Peppers ______________________________________________ 5

L. Sliced Red Onions _______________________________________________ 6

M. Jalapenos ______________________________________________________ 6

N. Peperoncini ____________________________________________________ 6

O. Giardiniera _____________________________________________________ 6

P. Baja Mix _______________________________________________________ 6

Q. 4 Bean Salad ___________________________________________________ 7

R. Macaroni Salad or Potato Salad _____________________________________ 7

S. Cottage Cheese _________________________________________________ 7

T. Banana Chips ___________________________________________________ 7

U. Cheese ________________________________________________________ 7

V. Croutons _______________________________________________________ 8

W. Sunflower Seeds ________________________________________________ 8

X. Raisins ________________________________________________________ 8

Y. Parfait _________________________________________________________ 8

Z. Peaches _______________________________________________________ 8

AA. Additional Items- Protein Options ____________________________________ 9

Salads

I. Salad

A. Introduction

1. Salads are a great addition to our staples; pizza, chicken and mojos®. Our current salad offerings include:

a) Family Antipasto Salad

b) 4-Way Lettuce Mix or 50/50 Lettuce Premix Salad with carrots

c) Romaine Lettuce with Shredded Parmesan Cheese

B. Salad Setup and Process

1. The main ingredients for the salad making process should be held in the top of the station, easily accessible.

2. On the side of the station, there should be an area to hold any dry ingredients (Croutons, Banana Chips, and Sunflower Seeds).

3. Each salad has a salad chart located in the work area with a picture of the salad and the ingredients, amount and procedure listed. The Salad Charts are located in the back of this section and on the intranet. (Please see the Salad Bar set up below.)

Salads

II. Salad Prep

4- Way Lettuce premix

50/50 Lettuce premix with carrots

Mac Salad or

Pot Salad

Cottage

Cheese

Cheese (50/50)

Red Onion Pepperoncini Giardiniera Parfait Peaches

Romaine Lettuce with Shredded Parmesan Cheese

Banana Chips

Croutons

Broccoli Black Olives Beets Green Bell

Peppers

Jalapeno Spinach Italian Blue Cheese

Sunflower Seeds

Cucumber Raisins

Baby Corn

(optional)

Grape Tomatoes

Garbanzo

Beans or Kidney

Baja Mix Raspberry

Dressing

1000 Island Caesar Ranch Olive Oil

Vinegar 4 Bean

Salad

A. 4-Way Lettuce Mix or 50/50 Lettuce Premixed with Carrots

Item Preparation Shelf Life and Storage 4-Way Lettuce Mix or 50/50 Lettuce Premixed with Carrots

Fill insert pan when needed.

Refrigerate unopened until use.

B. Romaine Lettuce with Shredded Parmesan Cheese

Item Preparation Shelf Life and Storage Romaine Lettuce with shredded parmesan cheese

Fill insert pan when needed with romaine lettuce and lightly sprinkle shredded parmesan cheese on top.

Refrigerate unopened until use.

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Chicken, Mojo® & More

Shakey’s® USA Operations Manual · 2017

Chicken, Mojo® Potatoes and More

I. CHICKEN ________________________________________________ 2

A. Breading Chicken ________________________________________________ 2

B. Frying Chicken __________________________________________________ 2

C. Serving Chicken _________________________________________________ 3

D. Care of Oil _____________________________________________________ 4

II. MOJO® POTATOES ______________________________________ 6

A. Preparing Mojo® Potatoes _________________________________________ 6

B. Frying Mojo® Potatoes ____________________________________________ 6

C. Serving Mojo® Potatoes ___________________________________________ 7

D. Shelf Life and Storage ____________________________________________ 7

V. TROUBLESHOOTING GUIDE ______________________________ 8

Chicken, Mojo® Potatoes and More

I. Chicken

A. Breading Chicken

1. Procedure

a) Fill breading tub with only enough breading for the meal period.

b) Place chicken into the breading tub and roll the pieces until they are uniformly covered. (No more than eight pieces at a time).

c) Gently shake breaded chicken to remove excess breading.

d) Use aluminum pizza tray to transfer chicken from breading station into fry basket.

e) Chicken should be fried immediately. If it cannot be fried immediately, cover and refrigerate and use within 30 minutes.

f) Breading tub must be stored under refrigeration to retard bacteria growth.

g) Sift through breading to remove any lumps.

h) Breading must be discarded at the end of each meal period and replaced with new breading in a clean and sanitized breading tub.

B. Frying Chicken

1. Procedure

a) Heat oil to 350°F.

b) Place dark meat pieces (legs, thighs) into frying basket.

c) Add white meat pieces.

d) Up to 32 pieces of chicken may be cooked at one time. Please note amount may vary depending on the fryer.

Chicken, Mojo® Potatoes and More

e) Place frying basket into oil.

f) Shake basket to keep pieces from sticking together.

g) Frying time is 12 – 15 minutes or until internal temperature reaches 165°F.

h) Frying time may vary slightly depending on the amount of product to be cooked, the temperature, age, and condition of the oil.

i) Hook the basket on the inside edge of the fryer to drain off the oil. (Approx. 15-20 Seconds).

j) Dump chicken into dump station or place in warming cabinet. Chicken can be held up to 45 minutes.

k) During slow periods, the fryer should be turned down to 200°F to maintain longer life of the oil.

C. Serving Chicken

1. Buffet

a) Baked chicken must be leg and thigh. (16 pieces). Fried chicken must be leg and thigh. (16 pieces) .

b) Chicken should be placed bone side down into an insert pan with drain shelf.

c) Fried chicken should be held under bottom dry heat and top heat lamp for a maximum of 60 minutes. Baked chicken should be held under bottom dry heat and top heat lamp for a maximum of 120 minutes.

Chicken, Mojo® Potatoes and More

2. Chicken Portions

a) Place chicken into approved serving basket or plate, lined with paper, or into a takeout container. Chicken portions are as follows:

Note: Adjustments to chicken portion are at the franchisee’s discretion.

D. Care of Oil

1. Frying life of oil

a) The frying life of oil is directly related to heat and the length of time it is held at frying temperature.

2. Temperature

a) Do not heat the oil above 350°F.

c) Check temperature of the oil weekly. Recalibrate if necessary.

d) Turn thermostat completely off at close. On gas-operated fryer, the pilot light should remain lit overnight.

3. Foreign particles

a) In order to maintain the longest possible frying life, do not allow excessive breading to fall into the hot oil.

Chicken, Mojo® Potatoes and More

b) Do not use brushes made of brass, copper or aluminum as these metals can cause a chemical breakdown in the oil.

4. Filtering

a) The oil must be filtered at least twice a day; during and after each meal period. Gear the filter schedule to the volume of chicken cooked.

NOTE: Oil should be filtered more often if necessary.

b) The kettle should be wiped clean using a lint free cloth with every filtering. Do not use soaps or detergents as the slightest amount can ruin the flavor of the oil.

5. Cleaning the fryer

NOTE: Commercial cleaners are caustic and should be handled with extreme care. (Refer to SDS Book for proper handling)

6. Oil Breakdown

a) Oil breakdown indicates the end of the useful frying life of the oil. Oil must be changed immediately. It is usually characterized by:

(1) Smoking. (2) Objectionable “off” flavor or smell. (3) Excessive foaming. (4) Dark color of oil.

Chicken, Mojo® Potatoes and More

II. Mojo® Potatoes

Mojos® are ¼” thick slices of potato, coated in special breading and deep-fried giving it a crispy coating and tender inside.

A. Preparing Mojo® Potatoes

1. Procedure

a) Mojo® Potatoes are received prepared for immediate use.

b) Mojo® Potatoes must be kept frozen until frying.

c) Don’t know thaw. If thawed, batter will flake resulting in an unservable product.

B. Frying Mojo® Potatoes

1. Procedure

a) Heat oil to 350°F.

b) Place Mojo® potato slices into frying basket. As many as five pounds or one full bag may be cooked at one time.

c) Place clean frying basket into hot oil.

d) Shake basket within the first 30 seconds to keep pieces from sticking together.

e) Frying time is 5 to 6 minutes depending on fryer.

f) Cooking time may vary slightly depending on the amount of product to be cooked, the temperature, age, and condition of the oil.

g) Hook basket on the inside edge of fryer to drain oil (15 sec.).

h) Dump Mojo® Potatoes into dump station.

Chicken, Mojo® Potatoes and More

i) During slow periods, the fryer should be turned down to 200°F to maintain longer life of the oil.

C. Serving Mojo® Potatoes

1. Buffet

a) Mojos should be held in an insert with drain shelf under dry heat for a maximum of 25 minutes.

NOTE: For best results make less more often.

2. A La Carte

a) Place Mojos into serving basket or plate lined with paper or into a take-out container. Mojos sizes are as follows:

(1) Large order of Mojos® 1 lb. (approx. 20-24 pieces) (2) Medium order of Mojos® ½ lb. (approx.10-12 pieces) (3) Small order of Mojos (approx. 5-7 pieces).

D. Shelf Life and Storage

1. Procedure

a) Mojo® Potatoes must be received and stored at 0°F +/- 10°F.

b) Mojo® Potatoes must be kept frozen until use.

c) Mojo® Potatoes may be kept frozen up to 6 months from manufacture date.

Chicken, Mojo® Potatoes and More

III. Troubleshooting Guide

Salads

I. SALAD __________________________________________________ 2

A. Introduction_____________________________________________________ 2

B. Salad Setup and Process __________________________________________ 2

II. SALAD PREP ___________________________________________ 3

A. 4-Way Lettuce or 50/50 Lettuce Mix __________________________________ 3

B. Romaine Lettuce with Shredded Parmesan Cheese _____________________ 3

C. Prepared Salad Dressings _________________________________________ 4

D. Sliced Cucumbers _______________________________________________ 4

E. Grape Tomatoes ________________________________________________ 4

F. Baby Corn _____________________________________________________ 4

G. Broccoli ________________________________________________________ 4

H. Black Olives ____________________________________________________ 5

I. Garbanzo Beans ________________________________________________ 5

J. Beets _________________________________________________________ 5

K. Green Bell Peppers ______________________________________________ 5

L. Sliced Red Onions _______________________________________________ 6

M. Jalapenos ______________________________________________________ 6

N. Peperoncini ____________________________________________________ 6

O. Giardiniera _____________________________________________________ 6

P. Baja Mix _______________________________________________________ 6

Q. 4 Bean Salad ___________________________________________________ 7

R. Macaroni Salad or Potato Salad _____________________________________ 7

S. Cottage Cheese _________________________________________________ 7

T. Banana Chips ___________________________________________________ 7

U. Cheese ________________________________________________________ 7

V. Croutons _______________________________________________________ 8

W. Sunflower Seeds ________________________________________________ 8

X. Raisins ________________________________________________________ 8

Y. Parfait _________________________________________________________ 8

Z. Peaches _______________________________________________________ 8

AA. Additional Items- Protein Options ____________________________________ 9

Salads

I. Salad

A. Introduction

1. Salads are a great addition to our staples; pizza, chicken and mojos®. Our current salad offerings include:

a) Family Antipasto Salad

b) 4-Way Lettuce Mix or 50/50 Lettuce Premix Salad with carrots

c) Romaine Lettuce with Shredded Parmesan Cheese

B. Salad Setup and Process

1. The main ingredients for the salad making process should be held in the top of the station, easily accessible.

2. On the side of the station, there should be an area to hold any dry ingredients (Croutons, Banana Chips, and Sunflower Seeds).

Salads

II. Salad Prep

4- Way Lettuce premix

50/50 Lettuce premix with carrots

Mac Salad or

Pot Salad

Cottage

Cheese

Cheese (50/50)

Red Onion Pepperoncini Giardiniera Parfait Peaches

Romaine Lettuce with Shredded Parmesan Cheese

Banana Chips

Croutons

Broccoli Black Olives Beets Green Bell

Peppers

Jalapeno Spinach Italian Blue Cheese

Sunflower Seeds

Cucumber Raisins

Baby Corn

(optional)

Grape Tomatoes

Garbanzo

Beans or Kidney

Baja Mix Raspberry

Dressing

1000 Island Caesar Ranch Olive Oil

Vinegar 4 Bean

Salad

A. 4-Way Lettuce Mix or 50/50 Lettuce Premixed with Carrots

Item Preparation Shelf Life and Storage 4-Way Lettuce Mix or 50/50 Lettuce Premixed with Carrots

Fill insert pan when needed.

Refrigerate unopened until use.

B. Romaine Lettuce with Shredded Parmesan Cheese

Item Preparation Shelf Life and Storage Romaine Lettuce with shredded parmesan cheese

Fill insert pan when needed with romaine lettuce and lightly sprinkle shredded parmesan cheese on top.

Refrigerate unopened until use.

Salads

C. Prepared Salad Dressings

Item Preparation Shelf Life and Storage Prepared Salad Dressings (Ranch, 1000, Raspberry, Italian, Bleu Cheese, Caesar or Ranch)

Fill insert pan when needed.

Refrigerate in walk-in until use.

D. Sliced Cucumbers

Item Preparation Shelf Life and Storage 1/8th” Sliced Cucumbers Peel and dice to 1/8th” cucumbers for 1 days’ use.

Store under refrigeration up to 2 days in a clean, airtight, labeled container.

E. Grape Tomatoes

Item Preparation Shelf Life and Storage Grape Tomatoes Rinse, remove from packet and place onto Salad Bar insert.

Store under refrigeration and follow the “use by” date on the original box.

F. Baby Corn

Item Preparation Shelf Life and Storage Baby Corn Open can and place in original liquid.

• Store under refrigeration unopened to “use by” date. • If opened, Store under refrigeration up to 7 days in a clean, airtight, labeled container.

G. Broccoli

Item Preparation Shelf Life and Storage Broccoli Rinse, remove from packet.

Store under refrigeration and follow the “use by” date on the original packaging.

Salads

H. Black Olives

Item Preparation Shelf Life and Storage Black Olives Open can and place in original liquid.

• Store under refrigeration unopened to “use by” date. • If opened, Store under refrigeration up to 7 days in a clean, airtight, labeled container.

I. Garbanzo Beans

Item Preparation Shelf Life and Storage Garbanzo Beans or Kidney Open can and wash beans with cold running water. .

• Store under refrigeration unopened to “use by” date. • If opened, Store under refrigeration up to 7 days in a clean, airtight, labeled container.

J. Beets

Item Preparation Shelf Life and Storage Beets Open can and place in original liquid.

• Store under refrigeration unopened to “use by” date. • If opened, Store under refrigeration up to 7 days in a clean, airtight, labeled container.

K. Green Bell Peppers

Item Preparation Shelf Life and Storage 1/8th” Sliced Green Bell Peppers Rinse and slice to 1/8th” Store under refrigeration up to 2 days in a clean, airtight, labeled container.

Salads

L. Sliced Red Onions

Item Preparation Shelf Life and Storage 1/8th “ Sliced Red Onion • Peel and quarter onion. • Slice to 1/8th”.

Store under refrigeration up to 2 days in a clean, airtight, labeled container.

M. Jalapenos

Item Preparation Shelf Life and Storage Jalapenos • Open can and place in original liquid.

• Store under refrigeration unopened to “use by” date. • If opened, Store under refrigeration up to 2 days in a clean, airtight, labeled container.

N. Pepperoncini

Item Preparation Shelf Life and Storage Peperoncini • Store in original container.

Follow “use by” date on original container.

O. Giardiniera

Item Preparation Shelf Life and Storage Giardiniera

• Store in original container.

Follow “use by” date on original container.

P. Baja Mix

Item Preparation Shelf Life and Storage Giardiniera

• Store in original container.

Follow “use by” date on original container.

Salads

Q. 4 Bean Salad

Item Preparation Shelf Life and Storage Giardiniera

• Store in original container.

Follow “use by” date on original container.

R. Macaroni Salad or Potato Salad

Item Preparation Shelf Life and Storage Macaroni Salad or Potato Salad • Place in cambro container

• Follow “use by” date on original container.

S. Cottage Cheese

Item Preparation Shelf Life and Storage Cottage Cheese • Place in cambro container

Follow “use by” date on original container.

T. Banana Chips

Item Preparation Shelf Life and Storage Banana Chips • Place in cambro container

Follow “use by” date on original container.

U. Cheese

Item Preparation Shelf Life and Storage 50% Mozzarella/50% Cheddar • Mix, store, and label. • Store under refrigeration unopened to “use by” date. • If opened, Store under refrigeration up to 3 days in a clean, airtight, labeled container.

Salads

V. Croutons

Item Preparation Shelf Life and Storage Croutons • Store in original container.

Follow “use by” date on original container.

W. Sunflower Seeds

Item Preparation Shelf Life and Storage Sunflower Seeds • Store in original container.

Follow “use by” date on original container.

X. Raisins

Item Preparation Shelf Life and Storage Raisins • Store in original container.

Follow “use by” date on original container.

Y. Parfait

Item Preparation Shelf Life and Storage Parfait • Place in cambro container

Store under refrigeration unopened to “use by” date.

Z. Peaches

Item Preparation Shelf Life and Storage Peaches • Open can and place in original liquid.

• Store under refrigeration unopened to “use by” date. • If opened, Store under refrigeration up to 2 days in a clean, airtight, labeled container.

Salads

AA. Additional Items- Protein Options

Item Preparation Shelf Life and Storage Chicken Topping

And

Ham Topping

• Open pack of chicken topping and place in cambro container. • Open pack of ham and place in cambro container. • Place protein in salad bar after buffet or after 2:30 pm daily.

• Store under refrigeration unopened to “use by” date. • If opened, Store under refrigeration up to 7 days in a clean, airtight, labeled container.

Safety and Security

Safety And Security

Revised 2017

I. RESTAURANT SAFETY AND OSHA REGULATIONS _____________ 3

A. Maintaining a Safe Work Place _____________________________________ 3

B. Restaurant Safety Programs _______________________________________ 4

II. RECOGNITION AND CORRECTION OF SAFETY HAZARDS _____ 4

A. Causes of Accidents ______________________________________________ 4

B. Unsafe Conditions _______________________________________________ 4

C. Unsafe Acts ____________________________________________________ 5

III. EMERGENCY PROCEDURES ______________________________ 6

A. Crisis Procedures ________________________________________________ 6

B. In Case of Fire __________________________________________________ 7

C. Employee or Customer Injury _______________________________________ 8

D. Burglary _______________________________________________________ 9

E. Armed Robbery ________________________________________________ 10

F. Documentation _________________________________________________ 11

IV. CHILD LABOR REGULATIONS ____________________________ 13

A. Minors _______________________________________________________ 13

B. Adults ________________________________________________________ 14

C. Penalties______________________________________________________ 14

V. RECORDKEEPING ______________________________________ 14

A. Records Used __________________________________________________ 14

VI. WHAT IS OSHA? _______________________________________ 15

A. Responsibilities of the Employer ___________________________________ 15

VII. SECURITY ___________________________________________ 16

Safety And Security

Revised 2017

A. The Building ___________________________________________________ 16

B. Team Members ________________________________________________ 16

C. Food Products and Merchandise ___________________________________ 17

D. Cash _________________________________________________________ 18

E. Disorderly Individuals or Groups ___________________________________ 19

VIII. O.S.H.A. POSTER _____________________________________ 20

IX. LOG OF OCCUPATIONAL INJURIES AND ILLNESSES _________ 20

X. DEFICIENCIES _________________________________________ 20

A. Most Frequently Cited Deficiencies in the Food Service Industry ____________ 0

XI. CHECKLISTS __________________________________________ 22

A. Purpose of Checklists ____________________________________________ 22

B. Safety Checklist Example _________________________________________ 23

C. Security Checklist Example _______________________________________ 25

XII. SDS ________________________________________________ 27

A. What is a Safety Data Sheet ______________________________________ 27

B. How to read a Safety Data Sheet ___________________________________ 27

XIII. OSHA “RIGHT TO KNOW” _______________________________ 28

A. What is the OSHA HAZARD COMMUNICATION PROGRAM _____________ 28

B. Hazard Communication Requirements _______________________________ 28

Safety And Security

Revised 2017

I. Restaurant Safety and OSHA Regulations

A. Maintaining a Safe Work Place

1. Maintaining a safe workplace is an obligation we have to ourselves, our fellow team members, and our guests.

2. An effective safety program involves good initial training:

a) Tell the employee how to do the job.

b) Show the employee how the desired result is achieved safely.

c) Encourage questions about the task or demonstration.

d) Have the task performed by the person in the prescribed manner.

3. Initial training is only as good as the follow up supervision and ongoing reinforcement.

4. Observation of team members should be constant, consistent, and ongoing, with corrective feedback given when needed.

5. Safety should always be a priority and can be demonstrated by:

a) Designating a Safety Coordinator to conduct periodic safety audits, pre-shift reminders, and demonstrate correct behaviors regarding safety.

b) Including safety guidelines at regular employee meetings.

c) Posting signs or danger warnings that encourage team members operate in a safe manner.

d) Using checklists that serve as constant reminders of safety rules.

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