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Learner’s Guide On-Boarding © 2010 IHOP IP, LLC
Learner’s Guide
On-Boarding
© 2010 IHOP IP, LLC
22 - June 2010
On-B
oarding Learner’s Guide
Welcome to IHOP! We’re so glad you’re here!
Your success in your new job is just as important to us as is it is to you.
If there is anything you don’t understand or want more information on, don’t hesitate to ask.
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Welcome to IHOP!
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You should know that you have joined a very special organization!
IHOP is over 50 years old.
IHOP, along with our sister company, Applebee’s, operates under our parent company DineEquity as part of the largest full-service restaurant company in the world.
While most IHOPs are independently owned and operated by franchisees, each IHOP restaurant is built on the reputation and history established by the IHOP brand. Most guests will not recognize a diff erence between your IHOP, or the one down the road with a diff erent owner; they’ll simply recognize them both as “IHOP” Therefore, it is important that each IHOP operate according to the same standards
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and procedures. To do that, we must all be mindful of the history of the brand, and must share in the IHOP values, mission, and strategies.
Company-operated Restaurants
Established in the fall of 2004, there is one market of IHOP Company-owned restaurants in and around Cincinnati, Ohio.
The IHOP Company Operations Division serves as a test market for products and practices and as an example of successful IHOP operation.
Franchise History
Along with IHOP’s history, the history of your restaurant is also important in helping you understand your place in the culture of your community.
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About IHOP
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Our Shared Values
You should take great pride in being part of the world’s largest full-service restaurant company. We make a diff erence in people’s lives, we create jobs and we bring people together.
Our shared value are:
Integrity: We do the right thing. We are committed to the highest ethical standards.
Excellence: We expect the best from ourselves and each other.
Innovation: We fi nd creative, new ways to delight our guests.
Accountability: We do what we say we will do. We are responsible for our actions.
Inclusion: We respect and value the diversity of others. We benefi t from many points of view.
Trust: We collaborate and build trust through open, honest communication.
Community: We make a diff erence in the neighborhoods and communities that we serve.
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Pay and Schedule
When and where the schedule is posted
Procedures for schedule requests
Meal and break policy
Attendance policy
Procedures for calling in sick
Attendance at team meetings
Pay day
Clock-in/out procedures
Overtime policy
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Pay and Schedule Information
IHOP’s assessment programs provide us with the oversight to make sure our restaurant is off ering our guests the highest quality food and service at all times.
Voice of the GuestProvides us with unbiased feedback on the food quality and service we provide – from the guests themselves. Highlights the excellent service providers in our restaurant.
Operations Assessment Report (OAR)Evaluation of our entire restaurant with the goal of ensuring we are meeting IHOP standards in four areas:
Food Safety and Sanitation
Food Specifi cations
Standard Operating Procedures (SOP)
Training
Management Walk-through ChecklistSee and evaluate the restaurant from the eyes of the guest.
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Restaurant Performance Measurement
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An IHOP team member…
Embraces our values.
Treats our team members with respect and dignity.
Follows IHOP Standard Operating Procedures (SOP).
Observes all of our franchise organization’s policies and procedures.
Is punctual and engaged.
Every IHOP team member has a responsibility to work with their team members to help make each guest’s experience great.
Teamwork consists of two important responsibilities:
You are relied upon to perform your role.
You are counted on to assist others.
Teamwork also includes sometimes doing something that may not be a part of your regularly assigned duties. To exceed the expectations of every guest, every time, we should follow this general rule:
When you need help, ask for help.When you can help, off er help.
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Teamwork
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At IHOP we strive to provide excellent service to “every guest, every time.” “Service as Good as Our Pancakes” suggests:
Making a lasting, memorable impression on our guests that brings them back again and again.
A rewarding “special” dining experience for our guests that exceeds their expectations.
Promotes word of mouth conversation with friends and relatives that brings us new guests.
Establishes a relationship with our guests.
Leads to more guests, who visit more often!
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Service as Good as Our Pancakes
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IHOP uniform standards are about both appearance and safety.
Guests will judge the restaurant’s overall standards of cleanliness based on the presentation of our team members.
As you deal directly with food, food contact surfaces, other team members and guests, you must uphold the highest levels of personal hygiene.
For your own safety, comply with all uniform and appearance requirements.
Uniform Requirements for All Team Members
Pants (or skirt for females): Black, 100% microfi ber, fi nished hem; no jeans, leggings, spandex, stirrup, or leather/suede, no visible logos or rivets; belt worn if pants have loops. Culottes or skirts with pleats/slits not allowed. Skirts must be within 2" above/below knee. Clean and wrinkle free each day.
Shoes: Low-heeled, closed toe, closed heel; no boots, canvas shoes, or sandals; solid black, non-logoed, polishable leather with a non-skid sole. Black socks (or black pantyhose) must be worn with slacks; black/neutral non-patterned pantyhose with skirts.
Appearance Standards for All Team Members
Hair: neat, off the collar, and not covering any part of the face; hair net worn if required by local regulations; fl owers, scarves, ribbons, or other adornments are not allowed; hair more than shoulder length (no more than ½" resting on shoulders) must be restrained, tied back, or worn up; hair color must be similar to a color found naturally (no extreme dyes such as green or purple allowed); razor hair designs (such as symbols shaved into the hair) are not allowed.
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Uniform & Appearance Standards
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Facial hair: Neatly-trimmed mustaches, beards and goatees are okay; length of the facial hair cannot exceed ½". The neck must be clean shaven at all times. If required by local health regulations, a guard must be worn: bushy beards and handle bar type mustaches not permitted.
Jewelry: Pins/buttons related to IHOP goals (e.g. Team IHOP pins) are okay. No more than two pins/buttons may be worn at one time. Maximum of one loop, button, stud or post (1" in diameter or less) earring per ear. No other visible pierced jewelry is acceptable (no nose, eyebrow, etc.). No objectionable or off ensive messages or graphics are allowed on earrings. Earrings must match.
Rings limited to one per hand (wedding and engagement sets are considered one ring) and one watch. No bracelets or visible necklaces/chains permitted (except for medical ID).
Personal Communication Devices: No personal communications devices (e.g. cellular phones or pagers) may be worn during work hours.
Make-up/Nails: Make-up must be in moderation and appropriate to a business environment; should complement wearer’s natural skin tone and not be extreme in color. Colognes and/or after shaves must not be overpowering or off ensive.
Hands: Must be clean and scrubbed; fi ngernails neatly trimmed and moderate in length (less than ¼" in length as measured from the fi ngertip); nail color should complement the wearer’s natural skin tone and not be extreme in color; artifi cial nails, decals, nail jewelry and designs are not allowed for food safety reasons.
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Uniform & Appearance Standards
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No matter what your job at IHOP, you play an important part in helping to serve your guests a delicious, quality meal. Every team member must have a working knowledge of the items we off er on our menu.
Simple & Fit Menu Options Limited Time Off ers (LTO)Senior SelectionsKid’s Selections
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Menu Overview
IHOP Terminology
At IHOP, we use the following terms to describe various functions, actions, and positions within the restaurant.
86 Item is temporarily out of stock.
A taste A 1 oz. portion served in a plastic souffl é cup.
CueA call from one cook to another to identify when a product reaches a particular point in its cooking so an item in the same order can be started in order to have the items fi nish at roughly the same time.
A down A newly seated table.
Dragging/drag Missing part of an order.
Echo In the galley, a repeat of the last Wheel call or instruction given.
Expeditor The person who ensures orders are complete, accurate, and garnished properly before being served.
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Galley Area where guest orders are cooked (i.e., the kitchen).
A pass When one station in the galley hands another station an item.
Passbar Counter where food is picked up and garnished.
POS Computer where orders are placed, checks are rung up, and reports are run.
Pre-call When a Server notifi es the galley of an item with a long cook time before inputting the order in POS.
Pre-Bus Clearing empty plates from the table after the guest fi nishes their meal but before the guest leaves.
On the rail Something needed in a hurry.
Sold/Sell Term used when the Cooks place a completed order in the passbar waiting for the Server to pickup.
Sidework Duties performed during or at the end of a shift.
Smallwares Describes the utensils, containers, and tools used in the cooking and serving process.
Stand or Go Wait or come back in a minute.
IHOP Terminology
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To help you become successful in your job, you will follow an organized and detailed training plan to learn and practice the basics of your job.
On-Boarding (what we’re doing now)
Position Overview
Position-Specifi c Training
Passport – The Practical Evaluation
Remember, we are just as committed to your success as you are!
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IHOP 101 - Your Learning Journey
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IHOP is committed to providing and maintaining a safe and healthy work and dining environment.
In this section, you will learn the procedures for working safely and for ensuring that food served to our guests meets strict food safety guidelines.
NOTE: In addition to safety guidelines discussed
here, you must follow any regulations established
by Federal, State and local agencies including the
Occupational Safety and Health Administration
(OSHA) and the local Health Department.
The safety of everyone who visits your restaurant–guests, team members or vendors–is everyone’s responsibility. You must follow safety rules, identify unsafe conditions, and take immediate action to avoid injury.
Unsafe Conditions and Accidents
If you see any unsafe condition in your restaurant, you should immediately take action to prevent injury, then immediately notify your Manager on Duty.
Any accident or injury that happens in the restaurant, whether to a team member, vendor, or guest, and no matter how minor, must be immediately reported
to the Manager on Duty. Typically, an accident investigation will take place to determine the cause of the accident and prevent it from happening again.
OSHA and Health Department Inspections
Workplaces must comply with safety rules established by the Occupational Safety and Health Administration (OSHA) and their local Health Department.
When an inspector arrives, immediately notify the Manager on Duty.
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Sanitation and Safety Overview
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Food Safety and Sanitation Overview
Food is at the very heart of what we do at IHOP. Therefore, it is critical that we take the necessary steps to protect our guests against foodborne illness and other food safety related issues. You are responsible for ensuring food safety. To ensure you are doing your part to protect your guests and your business, do the following:
Wash your hands frequently following proper handwashing procedures.
Keep food out of the temperature danger zone (41°F to 140°F).
Store food at the proper temperature; cook food to the proper temperature.
Never serve any food that you suspect may have been contaminated.
Follow all IHOP and local health regulations completely.
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Restaurant Sanitation
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Restaurant Sanitation
Hazards of Bacteria and Viruses
Bacteria and viruses that cause diseases are responsible for most food-borne illnesses.
For bacteria to grow and reproduce, they need specifi c conditions. One way to help remember these conditions is the acronym F.A.T.T.O.M.
Food: Bacteria need proteins and carbohydrates to grow.Acidity: Bacteria grow best in neutral or slightly acidic conditions (pH of 4.6 to 7.5).Temperature: Food-borne bacteria grow best at a temperature between 41°F and 140°F.Time: After four hours in the temperature danger zone (41°F to 140°F), enough microorganisms could grow on food to make a person sick.Oxygen: Most microorganisms need oxygen to grow; however, a few can grow without oxygen.Moisture: Most microorganisms require water, or moisture to reproduce.
The most eff ective way to control the growth of bacteria is to control time and temperature.
Proper personal hygiene is the most important way to prevent contamination of food from viruses.
Minimizing bare-hand contact with ready-to-eat food is especially important.
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Restaurant Sanitation
How Food Becomes Unsafe
Time-temperature abuse.
Cross-contamination.
Poor personal hygiene.
Time-Temperature Abuse
Maintaining proper food temperature is critical. Disease-causing bacteria are capable of rapidly multiplying at temperatures between 41º-140ºF, the Temperature Danger Zone. All potentially hazardous foods must be held at an internal temperature below 41ºF or above 140ºF during the entire fl ow of food.
The total time that any potentially hazardous food can be exposed to the Danger Zone is four hours.
Cross-Contamination
Cross-contamination occurs when microorganisms are transferred from one surface or food to another.
Prevent cross-contamination by doing the following:Wash hands frequently when working with raw foods.Wash hands between glove changes.Do not allow raw or contaminated food to touch or drip fl uids onto cooked or ready-to-eat food.Practice “clean-as-you-go.” Clean and sanitize food-contact surfaces, equipment and utensils after each use.Clean and sanitize cleaning cloths between each use. Keep cloths in sanitizing solution between uses.
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Clean and sanitize thermometers before and after checking the temperature of foods.Handle food with bare hands as little as possible. Use utensils or food service gloves when handling rolls, desserts, baked potatoes, etc.Use a scoop or utensil with a handle for dispensing ice, butter, ice cream, mayonnaise, etc.While not in use, scoops must be stored in a dipper well with water running, handle up.Handle glasses and cups by the bottom or side of the glass, never by the rimHold fl atware and utensils by the handle.
Poor Personal HygieneIndividuals with poor personal hygiene can off end guests, contaminate food or food-contact surfaces, and cause illness. Common situations that have resulted in food-borne illness include:
Team members who do not wash their hands after using the restroom, changing gloves, or when hands are soiled.Team members who cough or sneeze on food.Team members who touch or scratch wounds, then touch food.
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Restaurant Sanitation
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Handwashing
Handwashing is one of the most eff ective ways of preventing the contamination of food. Regular handwashing should be a part of your daily routine. You can never wash your hands too much!
Note: There may be other local requirements for hand washing in addition to those listed below.
Hands and fi ngernails should be washed and cleaned thoroughly before handling food, utensils, or food contact equipment.
Some state or local health codes require the use of food handler gloves. Food handler gloves are not a
substitute for proper handwashing.
Wash your hands and fi ngernails thoroughly after any of the following activities:Using the restroom.Touching or scratching any area of the body such as ears, mouth, nose, hair.Contact with infected or otherwise unsanitary areas of the body.Using a handkerchief or tissue.Contact with unclean equipment, work surfaces, soiled clothing, etc.Handling raw food, particularly meat and poultry.Between glove changes.Handling money.Smoking a cigarette.Eating or drinking.
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Restaurant Sanitation
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How to Wash Your Hands
Wash hands with disinfectant soap and hot water (110°F or higher) for at least 20 seconds.TIP: Singing the “happy birthday song” twice takes about 20 seconds.
Lather up to the elbows.
Pay special attention to fi ngernails and comply with your local Health Department regulations regarding the use of fi ngernail brushes.
Rinse under hot running water (110°F or higher).
Dry hands with a single-use, sanitary towel.
Turn off the faucet using the towel to keep from recontaminating your hands.
NOTE: Handwashing sinks must be 100% dedicated to washing hands. Do not use handwashing
sinks for pot scrubbing, mop or towel storage, food preparation, soaking containers, or completion
of sidework.
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Restaurant Sanitation
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Other Hygiene Issues
Eating, drinking, and smoking are prohibited in food preparation areas, while preparing or serving food, or while in areas used for washing equipment and utensils.
If you feel sick, avoid working with food. Let your Manager know so that you can be re-assigned to a job where you are not in contact with food, if necessary.
If you have specifi c symptoms of foodborne illness, report these to your Manager to determine if you should be restricted or excluded from the restaurant until you have been released back to work by a medical professional. These symptoms include:
VomitingDiarrheaJaundiceSore throat with feverOpen, infected wounds or cuts on the hands or arms
You must also report any diagnoses or exposures to foodborne illness.
All cuts and sores on hands must be cleaned, bandaged, and covered with clean gloves or fi nger cots.
Daily bathing, clean and appropriately restrained hair and a clean uniform are required.
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Restaurant Sanitation
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Cleaning and Sanitizing
To reduce the risk of food-borne illness, all food contact surfaces, utensils, and dishes must be cleaned and sanitized. A surface or item is clean when all food debris has been washed away with a detergent solution or other cleaning agent and rinsed.
The surface or item must be further sanitized with sanitizing solution in order to reduce harmful microorganisms to safe levels.
NOTE: Failure to properly clean and sanitize utensils, dishes, equipment and food contact surfaces could
lead to cross-contamination and the potential for foodborne illness. Additionally, critical violations on
Health Department inspections could result if proper cleaning and sanitizing procedures are not followed.
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Restaurant Sanitation
Preparing Sanitizer Solution
The concentration of sanitizer solution used in sanitizer pails should be tested immediately after it is mixed to ensure it is at the proper concentration.
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Changing Sanitizer Solution
Change sanitizer solution:
When sanitizer becomes visibly dirty, and
Every two hours, regardless of the concentration or cleanliness of the sanitizer, and
Whenever the concentration of sanitizer falls below manufacturer recommendation.
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Using Test Strips to Test Sanitizer Concentration
To determine the concentration of sanitizer solution, use a test kit designed for the sanitizer you are using. These kits have test strips which turn color when dipped into the sanitizer solution. This color is compared to a “key” to determine the actual concentration of the solution.
Steps for Cleaning and Sanitizing Food-Contact Surfaces
To clean and sanitize food-contact surfaces:
Clean and rinse the surface.
Wipe with a cloth that has been submerged in sanitizer solution.
Allow the surface to air dry.
NOTE: Keep cloths for non-food contact
surfaces and food contact surfaces in
separate, marked containers. Always keep
sanitized towels submerged in sanitizer
solution when not in use.
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Restaurant Sanitation
Steps for Cleaning and Sanitizing Equipment
To clean and sanitize equipment that cannot be run through the dish machine or cleaned in the 3-compartment sink, follow these procedures:
Turn off and unplug equipment before cleaning.
Clean in, on, under and around the equipment.
Remove any detachable parts and manually clean and sanitize them, or run them through the dish machine, if permitted. Allow them to air dry.
Sanitize any food-contact surfaces handled in the process of reassembly by wiping with a cloth that has been submerged in sanitizer solution.
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Restaurant Sanitation
Receiving and Storage
The total time a particular food product spends in the Temperature Danger Zone includes the time spent within the zone during delivery or prior to proper storage.
Use a properly calibrated probe or bimetallic stemmed thermometer to verify all delivery temperatures. Return any food item that does not meet proper temperature standards.
Frozen Foods10ºF or below at delivery.Place in freezer immediately.
Refrigerated Food41ºF or below at delivery.Place in walk-in refrigerator immediately. Maintain at 33º-41ºF.
Dry GoodsNo tears in packaging or moisture at delivery.Refuse cans with rust, dents, leaks or swelling at delivery.
Food Storage RulesProducts must be stored 6” off the fl oor and away from the walls.For safety and quality reasons, proper temperatures are critical for correct storage:
Frozen foods 0°-10°F.
Refrigerated foods 33°-41°F.
Dry storage (i.e., cans, dry mixes, etc.) 50°-70°F.
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Restaurant Sanitation
Refrigerator and freezer doors and/or drawers should be closed at all times, except when someone is actually passing through the doorway or reaching into a drawer.Proper food labeling: Food items not in their original containers must be placed in sanitary, approved containers that are covered and must be labeled with:
Product namePrep datePrep timeExpiration dateExpiration timePreparer’s name or initials
NOTE: If using color-coded “day” labels, the expiration day/color should be selected for
the product’s label.
Food Storage HierarchyPlace raw meats on the shelving in top-to-bottom order: whole fi sh, whole cuts of beef and pork, ground meats and fi sh, whole and ground poultry. This is based on the required internal cooking temperature of the meats.Don’t store raw meat in the refrigerator above cooked food or any ready-to-eat food. Always use the lowest shelf to prevent cross-contamination.
Properly cover or wrap any food you are going to store. Transfer open canned products to clean, dry containers, cover and label.Follow the rule of “First In, First Out” (FIFO). Rotate items in storage to the front and place the recently prepared/received items at the rear.
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Restaurant Sanitation
Thawing Foods
Harmful bacteria that are present in a product before it is frozen can multiply quickly once the product begins to thaw. To ensure the safety of frozen foods when thawing, always thaw them in one of the following three ways:
Under refrigeration at temperatures between 33ºF
and 41ºF.
Under potable (drinkable) running water at a temperature of 70ºF
or below.
In the microwave as a part of the fi nal cooking process.
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Prepping Foods
Use only clean, sanitized equipment.
Minimize bare hand contact with foods.
Wipe off the top of each can with a sanitized cloth before opening.
Wash all fruits and vegetables in a clean, sanitized sink before preparing or serving.
Cover, label, and correctly store all pre-prepared food following proper rotation procedures.
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Cooking Food to Proper Temperature
A critical part of the food safety process is cooking food to proper internal temperatures.
A special note about eggs: Use a pasteurized egg product for all batters and scrambled eggs due to the high health risks associated with the Salmonella organism, which is common in unpasteurized, raw egg and dairy products. When using shell eggs, use only eggs that are clean, un-cracked, and held at 33°-41°F.
Critical Temperatures:
Poultry 165°F
Pork 145°F
Hamburger 158°F
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Restaurant Sanitation
Cooling Food
Some organisms can survive the cooking process. Refrigerating food right away decreases the likelihood of rapid growth of these bacteria.
Use the following two-step process to reduce the temperature of hot food to below 41°F:
Cool from 140°F to 70°F within two hours.Cool from 70°F to below 41°F within the next four hours.
Follow these additional procedures to further eliminate the hazards associated with cooling food:
Store left-overs under refrigeration in containers with as large a surface area as possible so they chill quickly.Chill containers of food in ice baths and stir often.Do not mix leftovers with fresh food portions.
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Reheating and Holding
Rapidly reheat to 165°F.
Reach that temperature within 2 hours.Hold that temperature for 15 seconds.
Never reheat food directly on the steam table or other hot-holding equipment.
Products stored in the soup well and steam table must maintain a minimum temperature of 140°F.
If product falls below 140°F, it must be rapidly reheated to 165°F and held at that temperature for 15 seconds.
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Use of Microwave Ovens
Never use metal of any kind in the microwave.
Microwaves can only be used for thawing foods when it is part of the fi nal cooking process.
Always use a stem thermometer to check the internal temperature of product when microwaving.
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Restaurant Sanitation
Using a Probe Thermometer
To ensure foods are cooked to and maintained at the correct temperature, you must verify temperatures with a metal-stemmed probe thermometer.
Thermometers should always be used to check the internal temperature of food during the cooking process.
Measure the internal temperature of food by inserting the thermometer stem or probe into the thickest part of the food.
Check the internal temperature in at least two diff erent locations on the product.
Insert the stem into the food product so that the tip and the entire sensing area is inserted.
Wait for the thermometer reading to steady before recording temperature. Wait at least 15 seconds.
Keep thermometers in their cases between uses.
Wash, rinse, sanitize, and air dry thermometers before and after each use.
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Calibrate thermometers regularly to ensure accuracy. Thermometers should be calibrated:
Before and after each shiftBefore a day’s deliveriesAfter suff ering a severe shock, such as being dropped or a dramatic temperature change.
Calibrating a Probe Thermometer
Ice-point method calibrationFill a large container with cold tap water and crushed ice. Stir the mixture well.Place the thermometer stem into the ice water so that the sensing area is completely submerged. Be careful not to let the stem or probe touch the container’s side or bottom. Only the thermometer stem or probe can touch the ice-water.Holding the calibration nut with a wrench or other tool, turn the needle of the thermometer’s indicator head until it reads 32°F, the freezing point of water.
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General Restaurant Safety
Walk, don’t run around the restaurant.
Don’t horseplay or play practical jokes.
Always wear the right uniform and footwear.
Report all unsafe conditions or work practices to your manager or supervisor.
Report any injuries to your manager or supervisor.
Be extremely careful when using electrically operated equipment. Before cleaning or moving, unplug fi rst.
Use a strong, steady ladder or step stool to get items from high shelves. Do not overreach. Never use a box or shelf as a ladder.
Practice “clean as you go.”
Keep all work areas, restrooms, and break rooms clean, neat, and sanitary.
Keep aisles clear.
Place all trash in proper containers.
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Restaurant Safety
General Equipment Safety
No one under the age of 18 may operate the slicer or Hobart mixer or use Cook knives.
Don’t use any equipment that is not in good working condition.
Guards placed onequipment must remain in place at all times.
You may use the equipment only if you have been properly trained.
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Restaurant Safety
Handling Dishes, Glassware and Utensils
Examine all dishes and glassware before using and properly discard any that are chipped or cracked.
All broken glass should be placed directly in a specifi ed trash container clearly labeled “broken glass only.”
If a glass or china item breaks in the food preparation area, discard all food items from the surrounding areas. Sweep up the broken glass right away. DO NOT pick it up with your hands.
If glass breaks in a sink, carefully drain the water and remove the pieces with a pair of tongs.
Always use a scoop to fi ll glasses with ice; never use a glass, because it may crack and glass chips will mix with the ice.
If glass is ever broken in or around the ice bin, immediately discard the ice and thoroughly clean the ice bin.
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Knife Handling
Always cut on a cutting board. To prevent a cutting board from slipping, place a clean wet towel under the board.
Don’t stab, push, or pull products with a knife.
Don’t use a knife to open plastic containers, cans, bags, buckets or boxes.
Don’t talk to anyone while using a knife and never take your eyes away from the blade.
Cut away from any part of your body, especially your fi ngers.
Never attempt to catch a falling knife. Let it fall.
Always wear a protective glove on the guide hand.
To pass a knife to another team member, set it down on a fl at surface and let the other person pick it up by the handle.
Clean and sanitize in-use knives every four hours.
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oarding Learner’s Guide
Restaurant Safety
Proper Knife Use Procedures
The proper use of Chef’s knives reduces the potential for injury:
Hold Knife Form Guide Hand
Hold Product Cut Product
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On-B
oarding Learner’s Guide
Restaurant Safety
Storing and Sharpening Knives
After using knives, wash and sanitize them right away. Do not place them in a bus tub or in a three-compartment sink for washing.
After proper cleaning and sanitizing, place knives carefully in a knife holder with sharp edge towards the wall or on a magnetic strip.
Clean and sanitize knife holders and magnetic strips daily to prevent potential cross-contamination.Never leave knives lying on counters, tables or in sinks. This can cause cuts and stabs.
Only trained team members may use the sharpening steel, the slicer sharpening tool, and other knife sharpeners.
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Preventing Slips, Trips and Falls
Keep fl oors clean and dry at all times. Clean up spills and dropped food right away.
Mop fl oors during low business periods.
Place “Caution - Wet Floor” signs at each end of the area before you start mopping.
Use hot water when mopping fl oors.
Notify your manager immediately if you notice areas such as slippery sidewalks, cracks in the pavement, or leaks around equipment.
In times of rain or snow, place wet fl oor signs in and around the restaurant entrance.
Wear proper footwear.
Be especially careful when walking from a wet carpet onto a tile fl oor.
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oarding Learner’s Guide
Restaurant Safety
Preventing Back Injuries
Always “size up” the object you will be lifting. If it is too heavy, get help. The best method to lift heavy object is to get assistance.
Make sure your planned path is clear before lifting the object.
Store heavy items on bottom shelves.
Only carry manageable loads.
Instructions for lifting objects:Place your feet shoulder width apart with one leg slightly in front of the other.Bend your knees.Grip the object close to your body, and keeping your back straight, lift with your legs.
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Lift smoothly; do not jerk as you lift.Do not twist while carrying the object; turn with your feet.Keep your back straight at all times.To set the object down, keep your back straight and bend your knees to lower the item.DO NOT twist your back.
If you lift heavy objects often, use a back support belt.
Plan ahead before carrying large items. Have a pathway cleared and select a solid place to set the item down.
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On-B
oarding Learner’s Guide
Restaurant Safety
Toxic or Hazardous Materials
Health and safety information for each chemical in the restaurant is listed on a Material Safety Data Sheet (MSDS).Each MSDS lists a description of the product, the hazards, fi rst aid procedures, protective equipment needed, storage, disposal, and spill/leak procedures for the chemical.Keep chemicals in a separate area or room, away from food products and containers.All chemicals must be stored in their Original Labeled Container (OLC) or an approved container clearly marked with the chemical’s name, instructions for use, handling warnings and description of toxins. Always read and follow the instructions on the container when you use any chemical. Don’t add more chemical than the recommended amount instructed by the manufacturer.Don’t mix chemicals. Refer to the MSDS for more information.
NOTE: If any chemical gets into your eyes or on your skin, immediately fl ush with large amounts of
water and follow the fi rst aid procedures listed on the MSDS.
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Preventing Burns
Use thick, dry hot pads, or insulated gloves when lifting hot items.
Plan ahead before carrying hot items. Have a clear pathway and warn fellow team members by saying “Behind you, HOT FOOD.”
When disposing of coff ee grounds, be sure the coff ee has fi nished brewing. Remove the basket slowly, insuring that no hot liquid is still inside.
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On-B
oarding Learner’s Guide
Using Fire Extinguishers
NOTE: In the event of a fi re, only trained team members may attempt to respond to a fi re
emergency. All other team members must stop work and proceed with evacuation.
Never use water on a grease or electrical fi re!To remember the steps for properly using a fi re extinguisher, remember this sentence: P.A.S.S. the fi re extinguisher.
P = Pull the pin.A = Aim the nozzle at the base of the fi re.S = Squeeze the trigger.S = Sweep the nozzle from side to side.
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Restaurant Safety
Handling Emergencies
It is impossible to predict when you will encounter an emergency situation or what the emergency will be, therefore it is important for you to plan ahead and know what to do in an emergency.
911 is the number to call for
emergency services.
Evacuations
In case of evacuation, team members are expected to calmly guide guests and themselves to the nearest exit following the restaurant’s evacuation plan.
Team members are to meet at the predetermined evacuation meeting place.
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Earthquakes
If you are inside during an earthquake:Move away from windows at once.Leave any room that has a large ceiling span, which could fall down.Stay under the tables. A corner of a room in the center of a building is also recommended.Stay where you are until the earthquake, subsequent quakes, or aftershocks end.
If you are outside during an earthquake:Move away from buildings and structures that may produce falling glass or debris.Keep clear of electrical poles and overhead power lines.If you cannot get to a clear area, take cover in a doorway or archway.
Immediately after an earthquake:Shut off gas, water, and electricity only if it does not put anyone in danger.
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Restaurant Safety
Severe Weather
Follow the guidance from local authorities regarding any approaching storms.
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oarding Learner’s Guide
Restaurant Safety
Tornados
If a tornado occurs, follow the instructions of local authorities and these guidelines:
Speak calmly to guests to let them know that you are implementing emergency procedures.
Move team members and guests away from windows at once. Stand in a hallway or doorway away from exterior walls, windows and on the lowest fl oor. If a walk-in cooler or freezer is used for shelter, the door should be left open. Hold your position until the tornado has passed or the “all clear” siren has been sounded.
Shut off gas and electricity, only if there is enough time before the tornado hits. Avoid endangering anyone.
Immediately after a tornado:
Check to see if anyone is injured and start fi rst-aid emergency procedures.
Evacuate the building immediately in case the ceiling or walls collapse.
If the utilities were not shut off before, do it immediately, only if it is safe to do so.
Check for any signs of fi re and take appropriate action.
Keep in contact with emergency services and listen to the radio for instructions.
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On-B
oarding Learner’s Guide
Robberies
Notify your manager if a suspicious person is loitering around the restaurant. Be especially watchful at opening and closing times.
Always keep the back door locked.
Avoid going outside when dark. Schedule all outdoor cleaning and activities during daylight hours only.
In case of robbery:Your safety is IHOP’s biggest concern. In the event of a robbery or similar crime, cooperate with the person committing the crime.Turn over the money to the robber without resistance and cooperate with the robber’s demands.Don’t volunteer information.Do not try to be a “hero” or to stop the crime from being committed. Your safety and the safety of others is much more important than the fate of the criminal or IHOP property.
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First Aid Procedures
If an injury to a guest, vendor, or team member occurs, notify your manager immediately.
NOTE: DO NOT perform fi rst-aid unless you are trained.
DO NOT move the injured person until medical help arrives, unless there is imminent danger to their life. Do not move the injured person if they have broken bones or injuries to the neck or back, unless it is absolutely necessary.
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Restaurant Safety
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oarding Learner’s Guide
If a possible hazard exists in the restaurant that could cause an accident to occur, you should:
Inform the manager and your co-workers immediately
B. Don’t worry about it, somebody else probably reported it
C. Call 911
2. What does the term “clean as you go” mean?
A. Clean and sanitize any utensil, equipment, or area immediately after use
B. Illustrating a skill or task in front of another person or group
C. Using a chemical solution to reduce the number of microorganisms on a clean surface to safe levels
1.
A.
3. What types of injuries should you report to your Supervisor?
A. Only major injuriesB. Only minor injuriesC. All injuries
4. The best method for lifting a heavy object is to:
A. Keep the back straight, bend at the knees, and lift
B. Lift with a back brace onC. Don’t lift it
5. Never use a glass to scoop ice because:
A. The ice could chip the glassB. It could cause cross-
contaminationC. Both of the above
6. Which of the following footwear is acceptable to wear while working in a restaurant?
A. Open-toed shoesB. Rubber-soled shoesC. Laced sneakers
7. Why should you never use wet hot pads to carry a hot item?
The item may slipYou could get a steam burnYou may ruin the hot pads
8. How should a knife be passed to another team member?
A. Handle to handleB. By holding onto the blade,
off ering the handleC. By laying it down, allowing
the other team member to pick it up
A.B.C.
Sanitation and Safety Quiz
3939 - June 2010
On-B
oarding Learner’s Guide
Sanitation and Safety Quiz
9. What should you do if you drop a knife or it falls off a table?
Try to catch itGet another knifeLet it fall
10. If you break a glass or dish, where should you put the broken pieces?
A. In the garbageB. In a container marked
“broken glass only”C. In a bus tub
11. What should you use to pick up broken glass?
Tongs or a broom and dustpanYour handsYour hands with food handler gloves
A.B.C.
A.
B.C.
12. What type of container should chemicals be stored in?
Any containerAny container with a lidTheir original labeled container
13. P.A.S.S. stands for Pull, Aim, Squeeze and:
A. SwingB. StandC. Sweep
14. What should you do if a glass or dish breaks in the food preparation or service area?:
A. Throw away only the food that is within one foot of the broken glass.
B. Throw away any nearby food that could be contaminated with broken glass.
C. Tell your manager to buy new glasses.
A.B.C.
15. When is the best time to schedule outdoor cleaning and activities?
A. At nightB. During the dayC. Between shifts
16. What is the proper way to handle glasses and cups?
A. Always on a trayB. By the rim of the glassC. By the bottom or side of
the glass
17. You should wash your hands before returning to work after which of the following activities?
Using the restroomEatingBoth of the above
A.B.C.
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On-B
oarding Learner’s Guide
Sanitation and Safety Quiz
18. For at least how many seconds should you wash your hands?
A. 15 secondsB. 20 secondsC. 25 seconds
19. Which of the following are acceptable behaviors while preparing or serving food?
A. Eating French friesB. SmokingC. None of the above
20. When is it permissible to work with a minor cut or wound?
A. NeverB. If the wound is healingC. If the wound is not infected,
and is bandaged and a food service glove is worn
21. How is sanitizing diff erent from just washing?
A. Washing removes visible soil and sanitizing reduces microorganism levels
B. Washing makes it look clean and sanitizing makes it smell clean
C. Washing removes the food, sanitizing makes it whiter
22. In which situation should sanitizer solution be changed?
A. If sanitizer is dirtyB. Every two hoursC. Both of the above
23. Which of the following is the correct method for checking to sanitizer solution concentration?
A. Check for a sanitizer odorB. Use sanitizer test stripsC. Check if the sanitizer
is foamy
24. Why should food be kept out of the temperature danger zone?
A. To prevent the growth of microorganisms
B. The food turns brownC. Frozen foods will defrost
25. What is the total time food may be exposed to the temperature danger zone?
A. 2 hoursB. 3 hoursC. 4 hours
26. Why should food in damaged containers not be used?
A. Does not fi t on shelvesB. May be contaminatedC. Labels could be missing
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oarding Learner’s Guide
Sanitation and Safety Quiz
27. Products must be stored how many inches off the fl oor and away from walls?
A. 4 inchesB. 6 inchesC. 8 inches
28. All products prepared for use and held in storage must be labeled with the product’s name, preparer’s name, prep date, prep time, expiration date, and:
A. Equipment usedB. Expiration timeC. Arrival time of product
29. Which of the following items should be stored on the lowest shelf in the walk-in refrigerator?
A. Pre-cooked pork sausageB. Chicken breast meatC. Sliced ham
30. What does the FIFO rule stand for?
A. First in, fi rst outB. Fly in, fi rst outC. Front in, fi rst out
31. Which is NOT an acceptable method for thawing food products?
A. Under potable running water
B. Under refrigerationC. On a steam table
32. What is the preferred method for thawing?
A. Using a microwaveB. Under potable
running waterC. Under refrigeration
33. What is the required internal cooking temperature for poultry?
A. 155°FB. 165°F.C. 170°F
34. What is the correct procedure for cooling food?
A. Cool from 140°F to 70°F within 2 hours then from 70°F to 41°F within the next 4 hours
B. Cool from 140°F to 41°F within 4 hours
C. Cool from 140°F to 70°F within 4 hours then from 70°F to 41°F within the next 2 hours
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On-B
oarding Learner’s Guide
Sanitation and Safety Quiz
35. What is the correct procedure for reheating food?
A. Reheat food to 165°F within 2 hours and hold for 15 seconds
B. Heat food rapidly within 30 minutes without burning to 165°F for 15 seconds
C. Heat food to 165°F within 4 hours and hold for 15 seconds
36. Items on the steam table are required to be held at what minimum temperature?
A. 135°FB. 140°FC. 145°F
37. What is the required internal cooking temperature for ground beef?
A. 145°FB. 158°FC. 165°F
