McDonald's Manager's Test Flashcards

Questions and Answers

How many customers see our lot?

Some

None

Everyone (correct)

Only regulars

When giving feedback: use _____ statements instead of personality statements.

factual

The People Promise states: 'we value , your growth, and your '.

You, Contributions

What department is responsible for hiring and training?

People manager Signup and view all the answers

What does RDM stand for?

Restaurant department manager Signup and view all the answers

_____ means giving someone else the responsibility for a job or task.

Delegation Signup and view all the answers

How often should food safety be performed?

Twice a day, breakfast and lunch Signup and view all the answers

What is 24/2 stocking?

24 hours for dry stock, 2 hours for wet stock Signup and view all the answers

What is the minimum internal cooking temp for chicken patties?

165 degrees Signup and view all the answers

What does FIFO mean?

First in, first out Signup and view all the answers

How often should a travel path be completed?

Every 30 minutes Signup and view all the answers

In prioritizing, things that affect _ and are always number 1.

Customers, Safety Signup and view all the answers

Who is responsible for checking inventory rotation?

Manager of shift Signup and view all the answers

The behavior that we model in the store is called the ___ of a leader.

Shadow Signup and view all the answers

Trust x respect =

Influence Signup and view all the answers

What are the 5 performance expectations of me as a shift manager?

Delivering outstanding quality, delivering outstanding service, ensuring restaurant is attractive and safe, demonstrating leadership (pace, communication), driving the people vision and promise. Signup and view all the answers

QSC & V stands for?

Quality, Service, Cleanliness, Value Signup and view all the answers

How often should all kitchen dishes and utensils be washed?

Every 4 hours Signup and view all the answers

When you manage the front counter area, you need to be ____ focused.

Customer Signup and view all the answers

What is CTP?

Cash to present Signup and view all the answers

feedback + constructive feedback = feedback.

Appreciative, Effective Signup and view all the answers

What is DAR?

Daily activity report Signup and view all the answers

What are the 2 largest P&L lines I am responsible for?

Labor, Food cost Signup and view all the answers

What does AAT stand for?

Ask ask tell Signup and view all the answers

Describe the Pull Forward procedure.

Print receipt, find out what the customer is waiting on, explain to the customer exactly what he or she is waiting on, and tell he or she how long the wait is. Then guide them to exactly which location you want them to go to and follow he or she’s vehicle to make sure you right the exact location they went to, ensuring that the food gets handed out correctly and hang the receipt on the pull forward board. Signup and view all the answers

How many packet(s) of sanitizer _ and how much water ___ is used to prepare a correctly made bucket of sanitized towel water?

1, 2.5 gallons Signup and view all the answers

What are the 4 steps to the training process?

Prepare, Present, Try out, Follow up Signup and view all the answers

Name 2 forms of harassment.

Sexual, Physical Signup and view all the answers

What are two types of direction a manager provides?

Directive, Participative Signup and view all the answers

What 3 items are required at all hand sinks in order to meet health department and food safety standards?

Hot water, Soap, Hand dryer / pull towels Signup and view all the answers

How often should hands be washed at a minimum?

Every hour Signup and view all the answers

All refrigeration must be in temperature range of _ to _ degrees.

30, 40 Signup and view all the answers

If you notice the freezer is above 30 degrees, what should you do?

Troubleshoot it: check options (plan maintenance), make sure unit is still working (pipes, fans, and filter), Call Tina. Signup and view all the answers

On the chart below, how many crispy chicken and filet are called for?

Fish 3 trays with 2 in each tray, Crispy 2 trays with 1 in each tray Signup and view all the answers

When a tray of product is empty, what should the assembler do?

Call the tray out, and make sure the grill or back wall person responds to the tray being called out. Signup and view all the answers

What are the 4 steps to customer recovery (LAST)?

Listen, Apologize, Solve, Thank Signup and view all the answers

How often should you scrape and squeegee the grill? Why?

After every use; to keep grills clean and make the meat cook up evenly and not get stuck. Signup and view all the answers

Why do we use the 4 corner 10:1 patties to check internal temperature during our daily food safety checks?

Even cooking Signup and view all the answers

What is considered a danger zone? _ of guests at front counter _ of cars past DT order point _ of orders on KVS monitor _ of orders on counter or DT monitor.

3 Signup and view all the answers

What does SOC stand for?

Station observation checklist Signup and view all the answers

What are the 2 crew positions that 100% of your crew should be trained and verified on?

Fries, Window (front counter) Signup and view all the answers

What are 3 symptoms that required an employee NOT be available to work?

Jaundice, Vomiting, Diarrhea Signup and view all the answers

When calibrating the pyrometer, what temperature range are you looking for?

30 to 34 degrees Signup and view all the answers

Bonus items include:

Voice overall satisfaction Signup and view all the answers

Study Notes

Customer Interaction

Every customer is visible in the lot, emphasizing the importance of customer presence.
Customer feedback should use factual statements, avoiding personality-based remarks.
Maintain a customer-focused environment, especially when managing the front counter area.

The People Promise

Key components of the People Promise include valuing individuals and their contributions.
People managers are responsible for hiring and training staff.

Food Safety & Quality Control

Food safety checks must be performed twice a day, specifically during breakfast and lunch hours.
Minimum internal cooking temperature for chicken patties is 165 degrees.
Refrigeration must stay within a temperature range of 30 to 40 degrees.
Kitchen utensils should be washed every 4 hours to maintain cleanliness.
Hands should be washed at least every hour to comply with health standards.

Delegation & Leadership

Delegation involves assigning responsibility for tasks to others.
The behavior modeled in a store reflects the 'shadow' of a leader, influencing team culture.
Trust combined with respect equals influence within a managerial context.

Performance Expectations

Shift managers are expected to ensure quality, service, cleanliness, and drive the people vision.
QSC & V encompasses Quality, Service, Cleanliness, and Value as core operational areas.

Training & Development

The four steps in the training process are Prepare, Present, Try out, and Follow up.
Two management styles include Directive and Participative approaches.
Effective feedback includes both appreciative and constructive elements.

Inventory & Stock Management

RDM stands for Restaurant Department Manager, responsible for departmental oversight.
Inventory rotation must be checked by the shift manager, ensuring food safety and quality.
24/2 stocking involves 24 hours for dry stock and 2 hours for wet stock management.

Customer Recovery Process (LAST)

The LAST method for customer recovery includes listening, apologizing, solving issues, and thanking the customer.

Health & Safety Standards

Hand sinks must have hot water, soap, and a hand dryer or pull towels to meet health department standards.
Employees demonstrating symptoms such as jaundice, vomiting, or diarrhea should not work, prioritizing health and safety.

Procedures & Guidelines

The Pull Forward procedure involves efficiently managing customer wait times and ensuring correct food delivery.
Regularly checking freezers for temperatures above 30 degrees is essential; necessary troubleshooting steps include calling maintenance if issues persist.
Use the 4 corner 10:1 patties check to ensure even cooking and meet food safety standards.

Key Metrics & Reports

Daily Activity Report (DAR) tracks essential operational metrics.
Critical P&L accountability includes managing labor and food costs effectively.
Station Observation Checklist (SOC) aids in maintaining operational standards.

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Description

Test your knowledge with these flashcards designed for McDonald's managers. Each card highlights key concepts related to customer service, feedback, and team management. Perfect for anyone preparing for the manager's test or looking to improve their skills in the fast-food industry.