training guide

This manual is the property of Spicy Pickle Franchising. Any use or reproduction is by written permission only. 1 Last updated 8/10/11

Training Guide

Spicy Pickle Mission Statement The Spicy Pickle prides itself on providing unique, high quality, culinary inspired creations, unparalleled customer service and a commitment to the betterment of the communities in which we serve, live and grow.

Franchise Owner/Manager: Future Store Location, Store #: Dates of Training: Training Coordinator: Training Store Location, Store #:


Training Acknowledgment On the first day of training the Trainer should review the following information in detail with the Franchisee/Manager in training. Upon the review of the material both parties should sign below. To ensure the success of the Spicy Pickle training program we have imposed the following guidelines and expectations. Read the following acknowledgment statements below carefully.

• All testing will be completed with a passing grade of 90%. The test will be re-administered one time. Failing again may result in the need to extend my training time.

• The trainee will take ownership in working through and completing all of the tasks in the Franchisee/manager Workbook.

• The trainer will facilitate all sessions and feedback documentation as stated in their Trainer/Leaders Guide.

• The trainee is dedicated to gaining as much knowledge as possible during their training and understands that some of the program will be self directed.

• The trainee understands that they might be training with another franchise owner and will respect the guidelines set forth in their store.

• The trainee will follow the policies and procedures set forth in the training store and in their employee manual.

• The trainee understands that they are being taught the proven systems that the Spicy Pickle uses.

Training Commitment

• We will always train to 110% when you are done with a station session you will be the master of that position.

• We will never use short cuts or teach you short cuts. • Attention to detail is a critical element we will show you, question you and have you

teach back to us all the elements of a position. • Each day we will start training by reviewing the training station materials, all forms used

in the position, checklist and trainer communications from the previous days in regards to the station.

• The trainer will be with you side-by-side for the required two or three days of training depending on the station. 100% no exceptions. This allows you to gain all of the benefit and knowledge the trainer has to offer.

• Every day we will sit down (trainer and trainee) to make sure all of the materials are completed for the day, do a verbal recap and review the next day’s schedule.

• The main goal and focus needs to be on getting you ready to train your staff at your location.

• We will respect your knowledge and past experiences while teaching you the way of the “Pickle”.

_________________________________________________________ Signature of Franchisee/manager in training & Date _________________________________________________________ Signature of Training Coordinator & Date Training Folders


In order to maintain a record of training certification this packet (completed and signed off on by both trainer and trainee, a passing grade of 90% on all test, along with the final exam and any additional retest will be submitted to Lisa Brown and will be kept on file at the Spicy Pickle Franchisee headquarters. This packet includes:

• Training Guide • Menu orientation with Menu test • Front of the House training and FOH test • Kitchen training and Kitchen test

Training Expectations On the first day in the training location there will be a tour of the restaurant, discussion of ticket flow, product quality, product presentation, goals of our customer experience and an introduction to supporting trainers and staff members. Also on the first day of training the Franchisee/manager in training will be required to pass a menu test in order to begin training. During the “rush” period the Franchisee/manager in training will be working on the line in an assigned position with a trainer. On the first day in any station the trainer will review all print materials in the Operations Manual in relation to that position. The trainer will also review all menu items that the Franchisee/manager in training will come in contact with in said position. The goal is to verbally tell and describe everything about the position, then to physically put those components into action. By the conclusion of the first day the Franchisee/manager in training should start running the station with a trainer there to support them. The staff will explain the systems that we have in place at the Spicy Pickle. We encourage feedback and suggestions to better our systems however, we ask that during training the Franchisee/manager in training please document their thoughts and at the end of training the training coordinator will explain the variance request form that must be completed in order to gain approval and change any system or procedure. On days two and three (if applicable) the Franchisee/manager should be preparing himself to master the positions and focus on how they will pass that information on to their staff. On the last day of any position the Franchisee/manager in training should be running the station and the trainer should be “on the sidelines” evaluating the performance. A teach-back session will also be performed to the trainer. This will be a reenactment of how the Franchisee/manager in training will train staff members at their Spicy Pickle restaurant. Each position and mile stone includes testing, evaluation and assessment. In addition, throughout training there will be involvement in placing orders, checking them in, putting them away, inventory, filling out and completing the prep list, scheduling, position charts, cashier checkouts, and management checklist and walkthroughs as lead by the Manager’s Redbook. It will be necessary for the Franchisee/manager in training to leave training with a solid routine and an expectation that they can pass on to their staff. Every day the trainer and the Franchisee/manager in training should sit down, review the day, discuss what was learned review the print materials again and ensure that there are no questions about the schedule tomorrow. They will also review the following checklist and sign off on tasks and subject matter as it is mastered. If more time is needed on any area it should be documented and recorded on the schedule. This may result in extending the training period if more time is needed in any area.


Evaluation Rating Definitions: Each station will have an evaluation section based on the following rating system. In the performance evaluation section trainees will be ranked from 1 to 5.

1. Improvement is needed to maintain our level of excellence. There is limited knowledge both verbally and while working the station.

2. The concepts required are not completely foreign however, mistakes are still occurring on a frequent basis.

3. Can adequately function in the position. 4. The trainee has mastered the required skill set and can facilitate the objective or task

without much thought. 5. The trainee has mastered the skill sets and they are confident that they can train their staff

will limited help. Management Competencies The following list should be trained and completed on a daily basis:

Review the Manager Training Goals Manager’s checklist in the Redbook during FOH training Manager’s kitchen walkthrough Completed/Facilitated the Prep list (including filling it out and identifying how to

determine pars) The following list should be trained and completed on a weekly basis with the trainer:

Inventories All vendor orders Weekly schedules – including costing them out Local store marketing

Chapters/Classroom topics to be covered during training

Completed an employee manual to be used when hiring their staff o The employee manual has been reviewed by a Training Coordinator from Spicy

Pickle Corporate Vendor Information Chapter in the Operations Manual Safety and Sanitation Chapter in the Operations Manual Ordering and Inventory Chapter in the Operations Manual Customer Service Chapter Staffing Chapter Accounting Chapter Aloha Chapter Marketing Classroom


Manager Training Goals Manager morning routine

Facilitates the AM Prep routine and can communicate this to staff. Facilitates the manager morning checklist in a timely and efficient manner. Complete the AM kitchen prep list and can use the necessary tools to establish and adjust

par levels. Completes a food quality line check and can discuss product quality in regards to

customer service and expectation. Manager mid-day routine

Facilitates the PM Prep routine and can communicate this to staff. Facilitates the manager mid-day checklist in a timely and efficient manner. Completes a food quality line check with pan rotation and can discuss product quality in

regards to customer service and expectation. Manager closing routine

Facilitates the manager closing checklist in a timely and efficient manner. Establishes and can verbally explain how they will set expectations when facilitating

closing procedures with the staff. Understands how to print and use Aloha back of the house reports. Understands how to settle and adjust Aloha EDC credit card processing.

Manager tasks

Understands the importance and is committed to using the Redbook as a form of communication in the restaurant.

Understands and has actively completed Inventory. Understands the importance of weekly Inventories and has committed to making this

happen. Understands and has completed writing and costing out the schedule. Understands the process and has complete orders. Has verbally role-played through the opening orientation. Has completed their customized version of the employee handbook.

Prep List completion

Understands and has completed all of the items on the prep list. Identifies and takes ownership of quality and portioning control procedures. Understands FIFO and the importance of organization. Displays solid knife skills and can communicate the importance of safety. Understands and has committed to using the recipe book on a daily basis. Understands sense of urgency and the impact labor cost. Keeps work area clean of debris and sanitized throughout the shift.


Kitchen Training Prep Checklist List This list should be checked off as you make each item to ensure that during your training you have to opportunity to prep all food items. Salad Dressings

House dressing (Vinegar & Oil) Spinach dressing (Apple Cider Vinaigrette) El Rancho dressing (Spicy Ranch) Greek dressing (Red Wine Vinaigrette) Tuna dressing (Lemon Vinaigrette)

Spreads Horseradish mayo Basil Mayo Honey Mustard Sun-dried tomato mayo Chipotle mayo

Vegetables & Fruits Corn Relish Coleslaw Green peppers Kalamata Olives Pickles (by the bucket) Discuss Artichoke hearts, roasted red peppers, Pepperoncini, sundried tomatoes,

Miscellaneous Fresh Mozzarella Tuna Salad Croutons Feta cheese

Teach Back It is the responsibility of the Franchisee/Manager in training to explain the key points of the following skills sets required to be successful in this position.

• Demonstrate how to clean and break down the slicer. • Discuss the importance of weighing/measuring food items. • Discuss the characteristics to look for when cutting food on the slicer (meat, cheese,

cucumbers, onions, lettuce). • Discuss the three safety steps in regards to running the slicer.


Signature Sandwiches & Deli Sandwiches Training On the first day of training review all of the training materials and job aids pertaining to this station. Upon completing the training in this station the following information should be confirmed and evaluated. If both the Trainer and the Franchisee/Manager are comfortable with the results both signatures and the date will validate this section of training. Teach Back It is the responsibility of the Franchisee/Manager in training to explain the key points of the following skills sets required to be successful in this position.

• Demonstrate how you would train a new employee to make a sandwich; discuss the even distribution of ingredients, following the recipe and portion control.

• When working in this station why is ticket placement important? • Demonstrate the morning kitchen walk through and explain its importance. • Discuss food product quality standards on each food item on the line. • Why is communication important when working in the sub station? • What is the proper procedure when you are building custom Panini or sandwiches that are

ordered “hot”? Evaluation Review the evaluation rating system on page number four and then the trainer will evaluate the Franchisee/Manager in training, ranking them 1-5.

Doesn’t use job aids to identify and complete orders. Effectively communicates with staff when coordinating combos. Multitasks by using both hands when preparing sandwiches. Displays the ability to delegate tickets and understands the impact of urgency in this area. Understand the importance of ingredient quality and consistent portioning on customers’ expectations. Calls out for here v. to go when delegating to the salad station. Keeps work area clean of debris and sanitized throughout the shift. Understands sense of urgency and the impact on ticket times. Understands opening, mid-day and closing duties specifically for this station.

_________________________________________________________ Signature of Franchisee/manager in training & Date _________________________________________________________ Signature of Training Coordinator & Date


Food running training On the first day of training review all of the training materials and job aids pertaining to this station. Upon completing the training in this station the following information should be confirmed and evaluated. If both the Trainer and the Franchisee/Manager are comfortable with the results both signatures and the date will validate this section of training. Teach Back It is the responsibility of the Franchisee/Manager in training to explain the key points of the following skills sets required to be successful in this position.

• Demonstrate the correct way to wrap a sandwich. • Demonstrate the proper ticket placement on both to-go and plates; explaining why it is

important. • Demonstrate the method that you use when coordinating orders. • What are some specific items that you look for when checking tickets? • What types of things are communicated from this station? • What do you do in the wrap station if ticket times start to climb? (Discuss this from a

crew member’s perspective as well as a manager’s perspective.) Evaluation Review the evaluation rating system on page number four and then the trainer will evaluate the Franchisee/Manager in training, ranking them 1-5.

Identifies every menu item by sight. Double checks every ticket against the menu item. Effectively communicates with the staff when coordinating combos. Calls out for here v. to go when requesting soups and salads. Calls out ticket times and understands what to do if they are out of line. Facilitates communication between the FOH staff and the kitchen. Keeps work area clean of debris and sanitized throughout the shift. Understands sense of urgency and the impact on ticket times. Understands opening, mid-day and closing duties specifically for this station.



Panini Training On the first day of training review all of the training materials and job aids pertaining to this station. Upon completing the training in this station the following information should be confirmed and evaluated. If both the Trainer and the Franchisee/Manager are comfortable with the results both signatures and the date will validate this section of training. Teach Back It is the responsibility of the Franchisee/Manager in training to explain the key points of the following skills sets required to be successful in this position.

• Describe hot box procedures; including how to adjust pars, rotation of Panini and monitoring the quantity.

• Describe the proper microwave procedures when heating up sandwiches. • Demonstrate the proper grilling procedures including visual cues on what a perfect Panini

looks like. • Demonstrate proper Panini prep specifications; including portion control (mayo and

weighing ingredients) and ingredients distribution. • Demonstrate proper cleaning of the Panini grills.

Evaluation Review the evaluation rating system on page number four and then the trainer will evaluate the Franchisee/Manager in training, ranking them 1-5.

Doesn’t use the job aids to identify and make Panini. Effectively communicates with staff when coordinating combos and when they are close to being out of a certain Panini. Understands hot box procedures, rotation, establishing pars and loading pars. Keeps work area clean of debris and sanitized throughout the shift. Understands sense of urgency and the impact on ticket times. Understands opening, mid-day and closing duties specifically for this station.



Salad & Wrap Training On the first day of training review all of the training materials and job aids pertaining to this station. Upon completing the training in this station the following information should be confirmed and evaluated. If both the Trainer and the Franchisee/Manager are comfortable with the results both signatures and the date will validate this section of training. Teach Back It is the responsibility of the Franchisee/Manager in training to explain the key points of the following skills sets required to be successful in this position.

• Demonstrates proper presentations for here vs. to go. • Describes the importance of facilitating Mid-day procedures and the steps associated with

it. • Demonstrates proper portioning and ingredient placement. • Demonstrates communication with Combos.


Doesn’t use the job aids to identify and make items. Effectively communicates with staff when coordinating combos. Understands the sense of urgency and the impact on ticket times. Understands the impact of proper portioning and presentation on customer expectations. Keeps work area clean of debris and sanitized throughout the shift. Follow proper procedures on for here and to go. Understands opening, mid-day and closing duties specifically for this station.



Pizza Training On the first day of training review all of the training materials and job aids pertaining to this station. Upon completing the training in this station the following information should be confirmed and evaluated. If both the Trainer and the Franchisee/Manager are comfortable with the results both signatures and the date will validate this section of training. Teach Back It is the responsibility of the Franchisee/Manager in training to explain the key points of the following skills sets required to be successful in this position.

• Describes and demonstrates proper handling and flatbread rotation. • Demonstrates Pizza preparation including ingredient portioning and placement. • Verbally describe and demonstrates proper cooking procedures and presentation.


Doesn’t use the job aids to identify and make Pizza. Understands oven and dough press cooking and cleaning procedures. Understands Pizza quality and the impact of proper portioning on guest expectations. Keeps work area clean of debris and sanitized throughout the shift. Understands sense of urgency and the impact on ticket times. Understands opening, mid-day and closing duties specifically for this station:



LAST DAY OF KITCHEN TRAINING Administer and score the Kitchen Test

Kitchen Performance Evaluation Form The trainer should review the following items with the Franchisee/manager in training to ensure that they have a full understanding and display the behavior skill sets necessary to run a Spicy Pickle Restaurant. At the end the trainer should complete the comments section in addition to the interview questions. Exhibits full menu knowledge Maintains a clean, organized, and sanitized work station Produces menu items using the quality standards set forth by the Spicy Pickle Exhibits strong multi-tasking skills Practices teamwork and communication that is essential for an affective assembly line

preparation Produces menu items within the standard ticket time at the Spicy Pickle Follows the proper for “here” and “to-go” procedures Is comfortable helping the kitchen with the morning prep as well as setting up the kitchen Understands proper hot box procedures Understands the prep sheet and its purpose Understands how to determine pars using a Pmix report Exhibits proper knife and slicer skills Follows proper slicer procedures (setup, operation, cleaning) Exhibits proper hand washing techniques and glove procedures Understands the kitchen checklist, how it works with the Redbook and how to implement it

with staff Understands why it is important to do a quality check on each ingredient every morning Can describe food quality as they would to an employee in their restaurant Can identify what items go on Panini after they come off of the grill Can identify what characteristics will tell you when a Panini is done Knows how often the water levels in the hot box should be checked Can explain Panini rotation and how it affects quality Understands how to establish pars in the hot box Understands why spread and product distribution is important when you are making Panini Inspects each sandwich for the quality and accuracy of the order Produces correctly wrapped sandwiches for to-go, call-in, and catering orders Exhibits correct placement of sandwiches on a plate for here orders? (Pickle with each

order, bread with all soup and salad including the combo) Understands how to tell when a Pizza is finished cooking Understands the reasoning behind slacking out the Pizzetti dough Understands the term center loading


Summarize the Franchisee/manager in training’s kitchen skills and performance.

Kitchen Interview Questions What has been the Franchisee/manager in training’s biggest challenges during kitchen training?

What does the Franchisee/manager in training think will be their biggest challenges when training their staff in the kitchen?


Cashier Training On the first day of training review all of the training materials and job aids pertaining to this station. Upon completing the training in this station the following information should be confirmed and evaluated. If both the Trainer and the Franchisee/Manager are comfortable with the results both signatures and the date will validate this section of training. Teach Back It is the responsibility of the Franchisee/Manager in training to explain the key points of the following skills sets required to be successful in this position.

• Demonstrates the five points of customer contact. • Verbally delivers the Spicy Pickle spiel and explains how they would help a new cashier

create their own. • Explains the importance of menu knowledge and how to convey it to a group. • Demonstrates the importance grouping. • Understands and can perform the proper cashier checkout procedure.


Follows proper greeting procedures as indicated in the SPEAR. Develops, delivers and can communicate the importance of the spiel and its impact on customer service. Communicates grouping with the other cashier, can initiate the process and understands the impact on customer service. Answers questions in regards to the menu, can lead the guest by making suggestions based on customer feedback and understands the importance of taking accurate orders. Understands the procedure when a change needs to be made to a ticket that is already sent to the kitchen. Multitasks while taking an order and listening to what is going on with the other cashier and maintains communication when stepping off the line. Enters orders and performs all front of the house manager functions on Aloha. Initiates and understands the importance of implementing, training and following checklists (open, mid, close).



Food Running Training On the first day of training review all of the training materials and job aids pertaining to this station. Upon completing the training in this station the following information should be confirmed and evaluated. If both the Trainer and the Franchisee/Manager are comfortable with the results both signatures and the date will validate this section of training. Teach Back It is the responsibility of the Franchisee/Manager in training to explain the key points of the following skills sets required to be successful in this position.

• Demonstrates proper food delivery. • Demonstrates proper grouping with food orders. • Discuss the proper procedures for handling customer complaints • Demonstrates and explains the impact on Customer service in the Food Runner’s station


Consistently checks every ticket with the menu item and can visually detect errors. Understands the procedure when a menu item is wrong. Calls out ticket times every four tickets. Understands the concept of grouping orders both for here and to go and the impact on customer service. Executes proper food delivery procedures, stating the name and menu item. Identifies ways to exceed guest expectations. Initiates communication with the customer. Checks back on tables and initiates pre-bussing.

Visually can identify aspects of a customer’s body language that would help them anticipate customers needs or complaints. Displays a sense of urgency and understands the impact on customer service.



LAST DAY OF FRONT OF THE HOUSE TRAINING Administer the Front of the house Test

Front of the House Performance Evaluation Greets every customer the minute they walk thought the door and asks whether they have

been in before Leads the customer through the menu and delivers a “spiel” to every new customer Understands the importance in coming out from behind the counter to talk to customers Exhibits suggestive selling techniques Exhibits full menu knowledge when talking with customers Maintains the cleanliness of the dining room, bathrooms, patio, and front counter Maintains proper stock levels in the restaurant Practice proper phone etiquette Sets the standard for customer service at the Spicy Pickle – engaging the customer with

smiles and a positive attitude Understands the importance of grouping tickets Can explain how they would train cashiers and food runner to group Feels comfortable ringing up tickets, entering peoples names and cashing out tickets on the

aloha/POS system Understands and exhibits a smile and good attitude Displays a sense of urgency? Practices follow up and prebussing Calls ticket times and comments on superior food quality to the kitchen Maintains quality control Understands how to handle customer complaints/concerns Properly calls out orders with both name and number Repeats the order to the customer when handing them an order Inspects each sandwich for the quality and accuracy of the order Understands the cashier’s checklist Understands how to perform a cashier checkout Can verbally explain the step in training someone to perform a cashier checkout Can identify and displays the five points of customer contact Can explain the importance of the food running station


Summarize the Franchisee/manager in training’s Front of the House skills and performance.

Front of the House What has been the Franchisee/manager in training’s biggest challenges during Front of the house training?

What does the Franchisee/manager in training think will be their biggest challenges when training their staff in the Front of the house?

Have the Franchisee/manager in training write out their personal Spicy Pickle spiel. LAST DAY OF TRAINING

Final Exam Breakeven review SPEAR review New Restaurant Opening review (if applicable) Training Evaluation

training guide

Documents

days of training

training commitment

training time

training acknowledgment

training coordinator

dates of training

training date

training store location