FINAL PROJECT

Fast food restaurant

13 DE ABRIL DE 2015
BONIFACIO KARLA, DURAND PAMELA & ESPINOLA TRIANA
8 principles
1: CUSTOMER ORIENTED
Expectations of our customers: this are the most important for us because we are a QSR
(Quick Service Restaurant), so they expect quickness, quality in the products, a friendly
service even that they just go to pick the food, and practical service.
Requirements of our establishment: the most important of this is have all the products in
tome and with the quality that we need, second have a good training to our staff to
give a fast and friendly service to our customers, and have specification in all the
process, menus and packing, this too help to have a quick and organize service.
With all this requirements most of the expectations of our customer should be covert,
this help to create a loyalty to our restaurant.

2: LEADERSHIP
All the purpose of every business in the world is earn money, including the loyalty and
preferences of the customers, our case is not an exception but we want to include a
quality and friendly service to our customer.
So we define our purposes as earn money, loyalty, preference over other restaurants,
friendly and fast services.

3: HUMAN RESOURCES MANAGEMENT ORIENTED.

The staff are those persons that really created the loyalty in the persons, to have a
committed staff, we train them since the begin until the end of them work.
Even that the training is really important we use to the bonus and incentives. Those
depending the person in the establishment, and the establishment in front other, this
help to recognize and be competitive.

4: NEED, PROCESS & SATISFACTION

As the beginning the needs of our customer are: quick service, quality products,
practical packing and economic.
To get a quality products, we verify every single product on receive from the suppliers,
in the mise en place every cooker check again and even at the end when the
products will be given to the customer the cashier check the fresh and hot food.
For the quick service, all the mise en place is doing before the turn begin and all the
food have specific places, because the quickness come from the kitchen not from the
cashier.
The packing was chosen carefully for help our customer do not be confuse and easy to
pack and throw, being an ecological package.

5: SYSTEM ORIENTED
To manage our restaurant exist sequence of service, manuals and goals to help to
oriented all the process and services.
In the manual is explain the profile of the positions, how work in the positions and how
many persons we need in that positions.

6: CONTINUOUS IMPROVEMENT
To see how the restaurant is working we program mystery shopper every single month, if
we find a mistake of something that is not working as suppose, we organize a meeting
with all the staff to tell what is happen and how they going to fix it. If the mistake is
repetitive we organize a general training to fix it.

7: DECISION MAKING BASE ON DATA

In every single ticket, we program the system to print the link to the Service Survey, this
can help us to know the opinion of the customer and we give them a gift if they answer
this.
The survey ask to for the email, name, age and birthday, this can help to send gift,
offers and congratulations.

8: MUTUALLY BENEFICIAL RELATIONSHIP WITH SUPPLIERS

As in other point we said that we verify every single product that go in to the restaurant,
this help us to evaluate our suppliers.
And have another 3 different supplier in case of the first does not have the quality
standards that we use in our food.
We offer some discounts to our supplier in our restaurant.
About our restaruant

We want to every guest live happy our restaurant with our food, our friendly and fast
service.

Be the best restaurant in Guadalajara with our delicious food, the friendliest restaurant
and the fast service. And win a Guine’s record in five years more.

The customer experiences is the core of all we do in the restaurant.

We offer a good quality in our service, with a respect dialogue and service.
The quality and velocity of our products come from a meticulous search of suppliers to
have all the product in our restaurant on time.
We are committed with our people, helping them with some train programs to give a
better service.
We are individually accountable and collectively responsible.

 Manager
 Cashier 2 per turn
 Waiter 2 per turn
 Clean person 1 per turn
 Cooker 3 per turn

1. Customer arrival 5. Waiting line

2. Waiting line 6. Give the order
3. Take the order 7. Service in place
4. Billing 8. Leave the establish
Balanced score card
FINANCE DINER

Sales: $ 42,000 MNX a week No. Servings: 95 diners daily

Cost: $ 21,000 MNX a week % Satisfaction: 85%
Earnings: $ 65, 000 MNX % Complaints: 7%
Expenses: $ 25,000 MNX % Loyalty: 80%

HUMAN RESOURCES
PROCESSES
Employees: 9 employees per
Time: 7 minutes
turn
Sequence of service: 28 steps
% Satisfaction: 93%
No. of diners on line: 3 guests.
% Turnover: 85%
Quality certificates

It is a strategy designed to improve the quality of tourism services in the field of

food hygiene.
This recognition is awarded by the Ministry of Tourism and the Ministry of Health, to
those fixed establishments of food and beverages to meet hygiene standards
marking the NMX-F605 NORMEX 2004.
Being a food handling establishment must maintain a careful treatment of them
to reduce foodborne in our domestic and foreign consumers’ diseases.
After completing the course and training our team can maintain these standards
of cleanliness for a better deal to food and satisfaction to our consumers.
Requirements:

 Assistance less 80% to courses (10 hours) of operational staff and 100% of staff and
senior managers (6 hours).
 Comply with quality and hygiene established in the NMX-F605 and NORMEX 2004.
 Ratify check list or n, which is divided into 2 category í as:

Non-critical requirements fulfilled 90%

Critical requirements met 100%
Contemplating the following:

Receiving food; storage; management of chemicals; cooling; freeze; kitchen

area; food preparation; service area; water and ice; health services for
employees; waste management, pest control; staff and bar.

Procedure:

1. RECRUITMENT consultant or n H.
2. Diagnosis: Consultant H performs audits to detect critical points and areas for
improvement.
The consultant performs the audit based on the corresponding rules to
detect weaknesses and areas for improvement.
3. Skills Training: enables the operating personnel, senior and middle management.
4. Implementation: the implementation of the process according to the system of
management of H.
 5. Validation or n: validates that the facility meets the necessities of VERIFYING or
obtain certification.
6. Verification.
7. Issuing of the distinctive H.

It is a strategy designed to improve the quality of tourism services.

This recognition is awarded by the Ministry of Tourism.
Our team at the end of the course recognize the importance of service quality as
the criteria which will be evaluated for obtaining the distinctive quality of tourist
services.
Procedure:
1. The legal representative or manage inscription records the application or n.
2. The SECTUR verifies the eligibility of the company.
3. The SECTUR provides key input to the system.
4. Develop auto evaluation quality.
5. Register employees to take the course in line.
6. The SECTUR provides clues for employees.
7. The SECTUR emits distinctive.

Requirements:

1. Being a company in the touristic sector.

2. Being a company committed to quality customer service anywhere in the Mexican
Republic rep u.
3. Complete and sign the application form for participation or n.
4. EVALUATION meet the requirements:
a. The course online must be approved by the employees that are rating equal to or
greater than 80
b. The company duty to comply with the Evaluation of the quality of attention or No
customer during service.

Notes:

 A manager-auditor in person visited the site in order to verify the quality.

 An annual visit to the renewal or n the distinctive took place.
The program of practice for the hygienic quality aims to protect the health of
consumers, workers and host communities, and to promote the culture of
hygienic quality in tourism MSMEs.
The seal of quality "Clean Point" is a recognition awarded by the Ministry of
Tourism.
Upon completion of the training in the application of such recognition not only
knowledge of good hygienic quality ensuring personnel safety and
environmental protection, but also involves economic savings will.
Procedure:

1. Contact the Federal Tourism Secretary or the Secretary of Tourism of their status:
this for more information or n the program.
2. Contact Consultant Clean Point
3. Request an appointment with the consultant.
4. Implementation
5. Obtainment the distinctive.
Quality standards
Receive the guest with a smile at the counter of the establishment.
As is the diner at the counter should greet.
Before taking your order will be reporting on the daily specials if any.
The order intake should not exceed more than 3 minutes.
Confirm the order before making the recovery of maintenance.
Food is charged.
Be informed diners that their food will be ready in a range for no longer than 7
minutes.
When going to deliver food must shout the name of client.
Delivered food along with cleaning element (wipes wet and napkins).
He says goodbye to the diner saying that his visit is expected very soon.
Sequence of service
1. Customer arrival
a. The waiter look the person to arrive to the establishment and say “ Good
morning, afternoon or night, welcome to name of the restaurant, the line
ends behind of the person with a characteristic of the last person”

2. Waiting line
a. The menu need to be above the service line (where is the cashier) and
need to be separate in six panels:
i. Breakfast iv. Desserts
ii. Lunch v. Combos
iii. Salads vi. Kids

b. Every dish need to have a photo and the price.

c. The line should be separate and order by hall poles.
d. In every poles need to be a paper with the information of the combos or
specialty of the month
e. This line must be less than 10 minutes.

3. Take the order

a. The cashier say “Hi, my name is name. The specialty of the month is say the
specialty if you want to taste it, how can I help you?”
b. After the client ends to order, the cashier ask “Would you like to grow the size of
your food or drink?”
c. The other question after that is “Would you like to add something else?”

4. Billing
a. The cashier inform and rectify the order, say “I want to rectify the order is the
food and drinks, I am correct?”
b. Ask the name of the customer to put it in the order, say “could you give your
name for put it in the order, and when it’s ready I can call you?”
c. She inform the total of the account “The total to pay is money”
d. The cashier ask how the client will pay. “Would you like pay in cash, credit or
debit?”
i. Cash:
1. Receive the money and discreetly count the money
2. Put in system the amount of the money of the client give to produce the
ticket and the change.
ii. Credit or debit
1. Ask the bank of the card
2. Ask for an official identification to check the sign of the card and the I.D.
3. Make the specific procedure of the bank
 4. Give the bank ticket to the customer for sign
e. The cashier give the change or card and the ticket, explain the ticket, say
“Here is your change or card and the ticket, in the ticket is all the meal and the
prices, the total amount and in the last is the username and password of the WI-
FI connecting and I rectify your name, name of the customer”

5. Waiting line
a. This line must be less of 6 minutes because it’s supposed to everything is already
make it and the order goes to kitchen when it’s already pay.
b. The second cashier assembly the tray in order of the standard picture.

6. Give the order

a. The second cashier call be the name that it’s in the ticket “Mr. or Miss name of
the person your order is ready”
b. The second cashier ask for the ticket, “could you let me a second your ticket?”
c. Verify that the things that are in the tray are the same in the ticket
d. The second cashier ask if they want something else, say “Would you like
anything else for your meal?”
e. And inform the function of the soda machine “Here in front us is the soda
machine, you just need to decide how much ice you want and in the middle
disperse is for the ice, and the other are for the sodas and teas, you just need to
press the button, put the glass under the disperse and the soda begins to fill the
glass, you have infinitive refill of your soda”
f. Ask if there is any question, “There is anything else that I can do it for you?” and
say “Please enjoy your food”

7. Service in place
a. The waiter need to round the establishment every half of hour to clean the
tables and pick up the trash.
b. Every hour the waiter need to clean the floor of the soda machine, and verify
the work of it and clean it.
c. The waiter need to ask to the occupied tables if they need something else,
nothing of food but they can help with the drinks and throw the trash. They said
“could I help you with something else, maybe more soda?” “Can I throw that
trash?”
d. Aromatize the children area every hour, the waiter need to look to if are losing
things and give to the cashiers to care it.

8. Leave the establish

a. One waiter help to pick up the tray and throw the trash, come back the tray to
the cashiers.
b. The other help to open the door and say goodbye to the family or persons, he
say “thanks for your visit, we’ll be waiting you for the next week”
Mystery shopper questionnaire
When we contract a mystery shopper, we want to they rate this:

PLACE:
1. Had good lighting around the place?
2. They had background music? It was moderate or heavy?
3. How look the children's area?
a. There is an area to leave the children’s shoes?
b. Had some other activity?
4. Was clean at first sight?
5. How often cleaned the tables near you while in the facility?
6. Is the furniture looked carefully? Yes or not, if not what was neglected?
7. The emergency route is visible?
8. The extinguishers are visible?
9. The point chargers are sing?
10. The seats feel comfortable and clean?
11. Had sufficient capacity to accommodate all customers that what in that time?
12. Any comment.
FOOD
1. Does the food had some resemblance to what was on the menu?
2. It tasted good?
3. It was hot and fresh?
4. They offered to increase the package?
5. They offer the specialty of the month or day?
6. They offered a dessert?
7. Drinks are cold (soda and juice) or hot (coffee or tea)?
8. How much time they took to deliver your order?
9. To deliver the food was told "bon appetite" or something like that, what they told you?
10. The food was well packed and each with its own packaging?
11. Any comment.

SERVICE
1. The cashier or waiter appeared with his/her name?
2. Upon arrival we were greeted and you smiled?
3. Did they ask for a close birthday and tell about the birthday celebration?
4. At some point the waiter was presented to withdraw the trash?
5. Employees wore the uniform correctly (swaddled, clean and hairstyles)?
6. They were charged gently and looking into your eyes?
7. The cashier or waiter was able to answer all your questions about the menu?
8. Employees carrying his name on a name tag with the name of the establishment?
9. When ordering you made any suggestions to accompany your meal?
10. Upon retiring thanked him with a smile and said he was expected comeback?
 11. They asked what would make payment type (cash, credit or debit)?
12. They explain the ticket?
13. Any comment.

BATHROOMS
1. The bathrooms were clean?
2. The disabled toilets have all the supplies?
3. They had a table of periods of cleaning toilets?
4. There were no leaks where the bathroom is low (if foot)?
5. The toilet does not have tartar?
6. All the door close?
7. They had all the necessary supplies?
8. The baby changing area is clean?
9. Special warehouse for sanitary napkins and diapers?
10. Any comment.
LOCATION [PARKING]
1. It was inside a mall or had his own place
a. Own place.
i. Had parking area is clean?
ii. It has parking for disabled?
iii. It was roofed?
iv. Had some extra service? Which?
b. In a mall.
i. There were enough tables when you were there?
ii. Service have any warning when the order is ready (with a machine or
the waiter brings it)?
iii. They clean the area of the establishment?
2. Where you left the car was near or far the establishment?
3. Any comment.
Service survey and recovering

At the end or every single ticket the link of this survey will be printed and the gift if
they answer the survey.
The link is: [Link]
QUALIFY THE CERO TO FIVE, were 5 is the high and 0 the low
Type of order that you do: Restaurant To go
0 1 2 3 4 5
Overall satisfaction of the
experience
Easy to order
Time and precision of the
order
Speed of service
Quality and taste of food
Food temperature
Cleaning inside the
restaurant
Exterior cleaning
Cleaning bathrooms
Friendliness of the staff
Did you have any problem
during your visit?
Recommend this site
Return this place

Name Age
Email

At the end of the survey give a code to change the gift in the restaurant.

Customer: for those students and teacher that are searching the food in a low price, be fast
because they does not have a lot time, and a warm and delicious food.
Rate the service: they expect do not pass more than 30 minutes in the restaurant, do not
spend more than $100, and hope that the food taste and look like the photos.
Promise: offer a fast, great and comfortable a visit with a complete food in least then 30 min.
Improve: give a visit card, that depending the number of visits you can have a gift or a
discount in the account.
Add value:
Visits: 3rd visit: a free ice cream
6th: 10% discount
10th: 50% discount
Challenge: come with 7 friends, you will have free your food and they will have a 5% of
discount.
Free sample: every day at the 16 hours the waiter give a sample of the ice and in the
19 hours a little cookie.
Profile of positions

MISSION: Direct and control both employees and establishing and ensuring that tasks are carried out
according to plan.

RESPONSIBILITIES: Motivating subordinates, manage staff, selecting more effective channels of

communication to convey to staff and train all his person

FEATURES:
Integrate and coordinate the work of staff.
Responsible for making decisions, establish policies and strategies that affect the entire organization.
Directional the market that have at this time
Control personal and restaurant.
Distribute functions
Control budgets
Controlling the activities of the operational and administrative areas
Bring a monthly report

ESSENTIAL KNOWLEDGE: RANGE OF EXPERIENCE:

Business Administration Maximum 4 years
Services Administration Minimum 2 ½ years

EVIDENCE OF COMPETITIVENESS: PERSONAL EVIDENCE:

Software Management Food and Beverage Good presentation
Verbal fluency Service attitude
Availability schedule
Rotating shifts
BY THE IMMEDIATE SUPERVISOR: Manager

MISSION: Know and apply the different types of service with the customer in them stadia

RESPONSIBILITY: Bring reporting customer feedback about the service and quality of food and
beverages

PERFORMANCE CRITERIA:
Maintain clean workplace and perform the correct assembly of the tables
Refill service stations with what is required
Serve and help the customer in tables
Take the trash from the tables of the customers
Help to clean the kitchen at the end of the turn

ESSENTIAL KNOWLEDGE: EVIDENCE OF COMPETITIVENESS:

Professional Technician Table and Bar Discipline
High school Agility

RANGE OF EXPERIENCE: PERSONAL EVIDENCE:

Maximum 1 year Good presentation
Minimum 6 months in similar work in restaurants Service attitude
Availability schedule
Rotating shifts
BY THE IMMEDIATE MANAGER: Manager

MISSION: Take the order, receive money payment and check the order of the customers.

RESPONSIBILITY: Managing money received and not neglect the box.

PERFORMANCE CRITERIA:
Perform closure report.
Apply policies credit restaurant for handling cash fund.
Verify the authenticity of the means of payment.
Relate remittance envelope where payment methods relate discriminated.
Receive daily earnings in the restaurant
Take the order of the customer
Suggest food, beverage and dessert to the customers
Check the order and put in tray

ESSENTIAL KNOWLEDGE: EVIDENCE OF COMPETITIVENESS:

Technician in public accounting. Ability to analyze and concentration.
Knowledge management register. Mental agility.
Provision of customer service.

RANGE OF EXPERIENCE: PERSONAL EVIDENCE:

Minimum 1 year in this position or similar Good presentation
Service attitude
Availability schedule