SANDWICH ARTIST® Position Training Outline Skill Area: Welcome to SUBWAY®; Three-Second Rule PART 1 ® RESOURCES: SUBWAY Welcome Book or Employee Handbook Operations Manual, Chapter 8 ® University of SUBWAY courses In-Store Trainer’s Guide SANDWICH ARTIST Position (Skill Area: Welcome to SUBWAY; Three Second Rule) TIME FRAME: ¦ 90 minutes check and date items when training completed ______Orientation conducted on the first day, check completed items Introduce new employee to the team, complete all necessary paperwork, review all policies and procedures, and give uniform. Trainee signs acknowledgement page. ______COMPLETE PAPERWORK Set up a new employee file. Most areas require employers to keep records on everything—from employee hours to business taxes. As a result, it is important that you start an employee off correctly by keeping an accurate, complete and confidential file. A plain letter size folder with at least 1/2 inch capacity will be sufficient. Label it with the employee’s name and file alphabetically. Since these files are confidential, keep them in a locked cabinet. Limit access to management and owners. Have, at a minimum, the following items in an employee’s file: • Original application • Original resume (if supplied) • W-4 form (U.S.) • Tax forms • I-9 form (U.S.) • Working papers (if required of minor employees in your area) • Reference checklist (if used during evaluation of candidate) • Emergency information (if not included on the application) • Signed Acknowledgment of receipt from Employee Handbook Contact your local labor commission for a listing of any additional requirements you may need to meet. Throughout the employee’s career, add the following to the file: • Performance reviews • Written warnings • Any commendations, awards or compliment letters received ® UNIVERSITY OF SUBWAY COURSES TIME FRAME: ¦ 65 minutes to be completed on the first day, check and date items when completed TOPICS: ® ______The SUBWAY Way (10 minutes) ______Creating a Professional Atmosphere (10 minutes) ______External Customer Service (45 minutes) This form is a sample only. It is intended as a template for our franchisee use, and they are solely responsible as independent owners and operators for the content of their own tool. © 2010 Doctor’s Associates Inc. Version 09/2010 Page 1 PART 2 ® RESOURCES: Floor Time with SUBWAY Trainer In-Store Trainer’s Guide: Sandwich Artist Position Operations Manual, Chapters 8 and 16 TIME FRAME: ¦ 60 minutes to be completed on the 1st day, check and date items when training completed ® TOPICS: Trainer conducts a tour of store and provides new Sandwich Artist with information about the chain and reviews proper customer service techniques. Use the In-Store Trainer’s Guide to ® complement the University of SUBWAY courses. Demonstrate procedures for the trainee. Show corresponding in-store job aids and Operations Manual as needed. ® ______ The SUBWAY Way Explain company history and structure Explain restaurant’s community involvement ______ Creating a Professional Atmosphere Uniforms/grooming Customer Service Scheduling Policies Performance Standards Review local restaurant policies; for example: (Equal Opportunity Employer, Anti Harassment, Alcohol / Drugs, Confidentiality, Proper use of company property and time, etc.) ______ External Customer Service Review Essential skills needed to complete a customer transaction (e.g., “Welcome to Subway,” product knowledge, promotional knowledge, effective listening, confirm orders, suggestive selling, closing a transaction) 3 Step method for counting back change Handling Customer Complaints PART 3 TIME FRAME: ¦ 10 minutes Trainer and Trainee Review Skill Area (Welcome to SUBWAY; Three Second Rule) Evaluate / Reinforce / Document Welcome Book _____________________________________________________________________________ Training Modules ____________________________________________________________________________ Hands-On Training __________________________________________________________________________ Training Conducted by _______________________________________________________________________ This form is a sample only. It is intended as a template for our franchisee use, and they are solely responsible as independent owners and operators for the content of their own tool. © 2010 Doctor’s Associates Inc. Version 09/2010 Page 2 SANDWICH ARTIST® Position Skill Area: Food & Sandwich Prep, Procedures & Formulas PART 1 ® UNIVERSITY OF SUBWAY COURSES TIME FRAME: ¦ 4 hours, 15 minutes to be completed, check and date items when completed TOPICS: ______Baking Great Bread (45 minutes) ______Baking Other Products (45 minutes) ______Food Preparation (45 minutes) ______Handling Deliveries (30 minutes) ______How the Front Line Operates (30 minutes) ______How to Build (60 minutes) PART 2 ® RESOURCES: Floor Time with SUBWAY Trainer In-Store Trainer’s Guide SANDWICH ARTIST Position (Skill Area: Food & Sandwich Preparation, Procedures and Formulas) Operations Manual, Chapters 10 and 19 TIME FRAME: ¦ 2 hours to be completed; check and date items when training completed TOPICS: ® Trainer explains the importance of fresh baked bread to the success of SUBWAY restaurants Trainer conducts a tour of the front line, describes the different types of equipment used in sandwich making and teaches the new employee how to make sandwiches. Identify equipment used in the front section and how each piece is used in delivering product to customers. Use the ® In-Store Trainer’s Guide to complement the University of SUBWAY courses. Demonstrate procedures for the trainee. Show corresponding in-store job aids and Operations Manual as needed. ______ Baking Great Bread Review the steps for baking footlong bread Review bread-related equipment (e.g., bread forms, Giant Sub bread forms, bread pans, scoring knife, spray bottle for water, oven mitt, proofing template, retarding cabinet, proofer, oven) Bread Preparation Chart “Perfect Bread Everytime” chart Proofing Template Accounting for burnt or discarded bread Gourmet Bread Baking Steps This form is a sample only. It is intended as a template for our franchisee use, and they are solely responsible as independent owners and operators for the content of their own tool. © 2010 Doctor’s Associates Inc. Version 09/2010 Page 3 ______ Baking Other Products Review the steps for baking Giant Subs Braiding bread Build and wrap a Giant Sub Review the steps for baking cookies Cookie Platters ______ Food Preparation Vegetable Preparation Hot Meats Tuna Other items (e.g., lettuce, pre-prepared items) Condiments and sauces Completing the Food Prep list ______ Handling Deliveries Overview – Time Demands of Deliveries Review the Delivery Process Accepting / Rejecting Deliveries Signing Process ______ How the Front Line Operates Overview of front line Identifying ingredients involved in sandwich making Wrapping products Assisting customer decisions ______ How To Build Hinge Cut Placing Meat and Cheese Microwaving and Toasting Sandwiches Placing Vegetables Wraps and Salads Sauces and Seasonings Wrapping and Bagging PART 3 TIME FRAME: ¦ 15 minutes Trainer and Trainee Review Skill Area (Food & Sandwich Preparation, Procedures & Formulas) Evaluate / Reinforce / Document Training Modules ____________________________________________________________________________ Hands-On Training __________________________________________________________________________ Operations Manual ___________________________________________________________________________ Training Conducted by _______________________________________________________________________ This form is a sample only. It is intended as a template for our franchisee use, and they are solely responsible as independent owners and operators for the content of their own tool. © 2010 Doctor’s Associates Inc. Version 09/2010 Page 4 SANDWICH ARTIST® Position Skill Area: Thru-Put PART 1 ® UNIVERSITY OF SUBWAY COURSES TIME FRAME: ¦ 90 minutes to be completed; check and date items when completed TOPICS: ______Thru-Put Preview (30 minutes) ______Thru-Put Hands On (60 minutes) PART 2 ® RESOURCES: Floor Time with SUBWAY Trainer In-Store Trainer’s Guide SANDWICH ARTIST Position (Skill Area: Thru-Put) Operations Manual, Chapters 8 and 11 TIME FRAME: ¦ 2 hours to be completed, check and date items when training completed TOPICS: ® Trainer teaches new Sandwich Artist techniques on how to prepare food quickly during peak ® periods. Use the In-Store Trainer’s Guide to complement the University of SUBWAY courses. Demonstrate procedures for the trainee. Show corresponding in-store job aids and Operations Manual as needed. ______ Thru-Put Overview Review concept of assembly line during peak periods ______ Thru-Put Hands-On Overview of front line Show and explain Thru-Put service charts (e.g., Sandwich Artist Positioning Chart, Service Counter Marketing Prompts Chart, etc.) Show and explain Thru-Put prep charts (e.g., Peak Readiness Checklist, “Build To” Food Prep Chart, etc.) PART 3 TIME FRAME: ¦ 15 minutes Trainer and Trainee Review Skill Area (Thru-Put) Evaluate / Reinforce / Document Training Modules ____________________________________________________________________________ Hands-On Training __________________________________________________________________________ Training Conducted by _______________________________________________________________________ This form is a sample only. It is intended as a template for our franchisee use, and they are solely responsible as independent owners and operators for the content of their own tool. © 2010 Doctor’s Associates Inc. Version 09/2010 Page 5 SANDWICH ARTIST® Position Skill Area: Safety Standards and Practices PART 1 ® UNIVERSITY OF SUBWAY COURSES TIME FRAME: ¦ 1 hour to be completed, check and date items when completed TOPICS: ______Front Line Food Safety (30 minutes) ______Store Security and Safety Procedures (30 minutes) PART 2 ® RESOURCES: Floor Time with SUBWAY Trainer In-Store Trainer’s Guide SANDWICH ARTIST Position (Skill Area: Safety Standards and Practices) Operations Manual, Chapter 13 IPC Preventive Maintenance Guide TIME FRAME: ¦ 1 hour to be completed; check and date items when training completed TOPICS: ® Trainer conducts a tour of the front counter area and provides new Sandwich Artist with information about preventing Foodborne illness. Basic store security and safety procedures are ® reviewed. Use the In-Store Trainer’s Guide to complement the University of SUBWAY courses. Demonstrate procedures for the trainee. Show corresponding in-store job aids and Operations Manual as needed. ______ Front Line Food Safety Review Handwashing and Glove procedures Cross Contamination 3-step cleaning process Time and Temperature Principal Taking Product Temperatures ______ Store Security and Safety Procedures Tour and Explain general safety procedures Review Back Door procedures Opening and Closing procedures Review other security features of your restaurant (e.g., surveillance or alarm system, etc.). PART 3 TIME FRAME: ¦ 15 minutes Trainer and Trainee Review Skill Area (Safety Standards & Practices) Evaluate / Reinforce / Document Training Modules ____________________________________________________________________________ Hands-On Training __________________________________________________________________________ Training Conducted by _______________________________________________________________________ This form is a sample only. It is intended as a template for our franchisee use, and they are solely responsible as independent owners and operators for the content of their own tool. © 2010 Doctor’s Associates Inc. Version 09/2010 Page 6 SANDWICH ARTIST® Position Skill Area: Maintenance PART 1 ® UNIVERSITY OF SUBWAY COURSES TIME FRAME: ¦ 30 minutes to be completed, check and date items when completed TOPICS: ______Cleaning the Customer Area and Restrooms (30 minutes) PART 2 ® RESOURCES: Floor Time with SUBWAY Trainer In-Store Trainer’s Guide SANDWICH ARTIST Position (Skill Area: Maintenance) Operations Manual, Chapter 10 TIME FRAME: ¦ 3 hours to be completed; check and date items when training completed TOPICS: Trainer explains why having a clean restaurant is important. Use the In-Store Trainer’s Guide to ® complement the University of SUBWAY courses. Demonstrate procedures for the trainee. Show corresponding in-store job aids and Operations Manual as needed. ______ Cleaning the Customer Area and Restrooms Review how to clean the components in the restrooms (e.g., ceilings, wall coverings, dispensers, sinks/toilets, trash receptacles, doors and floors) Review how to clean the components in the customer area (e.g., ceiling, wall, lighting and seating components). Emptying the garbage Cleaning floors Handwashing after cleaning assignments PART 3 TIME FRAME: ¦ 15 minutes Trainer and Trainee Review Skill Area (Maintenance) Evaluate / Reinforce / Document Training Modules ____________________________________________________________________________ Hands-On Training __________________________________________________________________________ Training Conducted by _______________________________________________________________________ This form is a sample only. It is intended as a template for our franchisee use, and they are solely responsible as independent owners and operators for the content of their own tool. © 2010 Doctor’s Associates Inc. Version 09/2010 Page 7 SANDWICH ARTIST® Position Skill Area: Equipment PART 1 ® UNIVERSITY OF SUBWAY COURSES TIME FRAME: ¦ 30 minutes to be completed, check and date items when completed TOPICS: ______Back of Restaurant Equipment Area Overview (15 minutes) ______Service and Customer Area Equipment Overview (15 minutes) PART 2 ® RESOURCES: Floor Time with SUBWAY Trainer In-Store Trainer’s Guide SANDWICH ARTIST Position (Skill Area: Equipment) Operations Manual, Chapter 10 TIME FRAME: ¦ 1 hour to be completed; check and date items when training completed TOPICS: Trainer reviews the layout of the restaurant as well as the different types of equipment used in ® sandwich making. Use the In-Store Trainer’s Guide to complement the University of SUBWAY courses. Demonstrate procedures for the trainee. Show corresponding in-store job aids and Operations Manual as needed. ______ Back of Restaurant Equipment Area Overview Walk the employee through the restaurant explaining the food preparation area, and the backroom. Also point out items such as the telephone(s), daily prep charts, in-store job aids, cleaning schedule/chart, work schedule chart, fire extinguishers, entrances and exits, locks, first aid kit and the location of emergency telephone numbers. ______ Service and Customer Area Equipment Overview Walk the employee through the restaurant explaining the customer area and the sandwich preparation/service area. Also point out items such as the restrooms, drink dispenser, bottled beverage cooler, Bread oven/proofer, bread cabinet, speed oven, microwave, sandwich unit (cold section and hot well), refrigerated back counter, safe, and POS system. PART 3 TIME FRAME: ¦ 15 minutes Trainer and Trainee Review Skill Area (Equipment) Evaluate / Reinforce / Document Training Modules ____________________________________________________________________________ Hands-On Training __________________________________________________________________________ Training Conducted by _______________________________________________________________________ This form is a sample only. It is intended as a template for our franchisee use, and they are solely responsible as independent owners and operators for the content of their own tool. © 2010 Doctor’s Associates Inc. Version 09/2010 Page 8
