EG KFC Learner Guide

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Welcome to Welcome Welcome to your first day at the EG Group, as a member of our EG family you are joining one of our amazing KFC restaurants! This guide will give an overview of who we are and also your training journey. You will start by onboarding as a EG Team Member which will include completing all of your SAP learning and learn about our policies and procedures. Following on from your EG Induction you will then complete the KFC Induction via The Vault which is KFCs dedicated learning platform and standards library. On the Vault you will learn all about the responsibilities and skills of each role, Front of House, Middle of House and also Back of House which is where you learn how to prepare and bread our secret Original Recipe Chicken! We are all here to support you in your journey so reach out for support from your Line Manager should you need it! Good luck and we really hope that you have a long and successful career with the EG Group!!! Who are EG Group? EG Group is one of the world’s leading independent convenience retailers with an extensive network of sites across international markets in the United Kingdom & Ireland, Continental Europe, Australia and the United States of America. Founded in 2001 by the Issa family with the acquisition of a single site in the UK, today the company is at the forefront of delivering an innovative approach to forecourt convenience retail. At EG Group, we pride ourselves on being recognised for our investment model, trading performance and more importantly, providing a best-in-class customer experience in Grocery & Merchandise, Food Service and Fuel. Our transformational convenience retail business model has been built upon excellent relationships with an extensive portfolio of leading retail brands, and through strategic network acquisitions supported by a programme of new-to-industry developments. Every day, our committed workforce tirelessly deliver our products and services to millions of customers alongside supporting the local communities in which we operate.

Welcome to MOHSIN ISSA CBE ZUBER ISSA CBE CO-CEOS AND CO FOUNDERS EG GROUP EG Group is one of the world’s leading independent convenience retailers with an extensive network of sites across international markets in the United Kingdom & Ireland, Continental Europe, Australia and the United States of America. Founded in 2001 by the Issa family with the acquisition of a single site in the UK, today the company is at the forefront of delivering an EinGnGovroaOutipvue,rwaBpeprpraroindaecdhostuorsfeolrveecsoounrtbceoinnvgerneiceongcneisreedtafilo.r our At investment model, trading performance and more importantly, providing a best-in-class customer experience in Grocery & Merchandise, Foodservice and Fuel. Our transformational convenience retail business model has been built upon excellent relationships with an extensive portfolio of leading retail brands, and through strategic network acquisitions supported by a programme of new-to-industry developments. Every day, our committed workforce tirelessly deliver our products and services to millions of customers alongside supporting the local communities in which we operate.

SuccessFactors (SAP) Learning SAP Learning To start your journey of becoming part of the EG Group you will need to complete all of the modules of your SAP learning. This is an essential part of the induction process as it outlies company policies and procedures. This must be completed to proceed onto the KFC Induction and Learning. Below is a QR code that takes you directly to the My Learning section of SuccessFactors and also the web link if your device doesn’t support QR codes Web link to SuccessFactors SAP https://eurogarage.plateau.com/learning QR Code link to SAP Learning

TEAM MEMBER TRAINING FRONT OF HOUSE To start your journey of becoming a great Team Member you must first learn the ropes. Our restaurants are split into 3 key areas with several station roles within those areas. Before you complete any of the station training however you must first complete your TM Induction training. The following pages will explain each of our TM roles and the training required for each of the roles. You should complete your Induction and FOH Training in Week 1. Once you have completed all your FOH training move onto learning all about MOH. MIDDLE OF HOUSE MOH is where you can learn all about, Sides. Fries, Burgers and Chicken Pack. Over Week 1 you will complete your MOH learning by working a shift or 2 on the MOH area and completing the relevant eLearning. The following pages will explain in more detail all about the MOH roles and how to access the content. Once you feel ready to progress from MOH it is time to learn all about the BOH! BACK OF HOUSE BOH Is where all the great tasting chicken gets prepared! Here you will spend the next week getting to grips with all of the processes and procedures and learn all about being a cook! There is a lot to learn in this area so make sure you complete all the relevant eLearning. Once you have completed all of your TM training it is to get your RGM to sign off your TM training on Digital Diaries. This will require your RGM to ask you some questions and observe you on station performing some tasks. Once you have been signed off on your TM training it is time to start learning all about being a Team Leader.

CLICKORSCANTOLAUNCH This is where the foundations are laid. THEINDUCTIONPORTAL Completing your induction training is the first step in your learning journey with KFC. On your first day you will have a tour of your restaurant and get to know the team. There’s a lot to take in and a lot to learn, but don’t worry your training will be supported with a combination of shoulder to shoulder, online courses, and practical sign off. You will do a detailed walk around the restaurant with your trainer. This will give you an overview of how everything works in your restaurant and all of the important Health and Safety and Food safety watchouts. Use this time to ask any questions you have as you walk around the restaurant.

CLICKORSCANTOLAUNCH First impressions count! The Guest Host is the first THEGUESTHOSTPORTAL person our guests meet and the last person they see so it’s up to you to make sure they have a cluckin’ great experience! Along with chatting to and helping guests the lobby is yours! Take pride and keep this area clean and inviting for our guests, let’s face it you wouldn’t want to have a meal in a messy restaurant. SMILE – smiles are contagious and P.L.E.A.S.E – sometimes we get it brightens everyone's day. Greet every wrong. This is where we use guest with a smile! Bring out your own PLEASE…Politely Listen, Express Apology, Satisfy with Extra! secret recipe….Your personality! SANITISE TOUCH POINTS – from door handles to screens, kiosks to counters, they all need sanitising to eliminate the risk of germs! Remember to use blue roll & D10 sanitizer. TABLES - need to cleared, cleaned and sanitised after the guest has left bins – need to be emptied regularly TOILETS – should be regularly checked for cleanliness and that they are stocked up. You’re the game changer! The first friendly face our guests see. Your mission is to give a warm and friendly welcome, help guests find their way around the restaurant, ensure they always have a great meal, have all the answers they might need and to keep the front of house clean. Take time to chat to our guests and ask if they are happy with their meals. If not replace it for them. Part of your role is to help reduce queue times by directing the guests to the relevant order points whether that be a till or kiosks (if you have them). You can also help guests use kiosks if they aren’t familiar with them. It’s also important to help the delivery drivers know where to wait to pick up their orders to stop them from getting in the way of guests. You have learnt about the basics of our menu in induction, ask your trainer to practice some questions you may get from guests around the menu to further build your knowledge so you are confident when it comes to putting it into practice. GES Let guests know there’s a link to a survey at the bottom of their Click or scan the receipt, and we’d love for them to take a few minutes to tell us QR code to what they think & they will also get 15 off their next order! learn all about Check in with your RGM what feedback has been received the KFC APP that you can learn from.

CLICK OR SCAN TO LAUNCH Being a Cashier isn’t just about taking payment, you THE CASHIER PORTAL have you the opportunity to show what real southern hospitality means to our guests. You’re going to need an awesome understanding of our menu to be ready to describe meals and suggest items that would complement guests orders. SMILE – smiles are contagious and brightens P.L.E.A.S.E – sometimes we get it wrong. This is everyone's day. Greet every guest with a smile! where we use PLEASE…Politely Listen, Express Bring out your own secret recipe….Your personality! Apology, Satisfy with Extra! HAND WASHING - Remember to frequently wash & sanitise your hands and at least every hour SANITISE TOUCH POINTS –Remember to Use blue roll & D10 to sanitize any touchpoints on front counter SMALLWARES – Ensure all smallwares are frequently cleaned ,sanitized and not damaged. Report all broken/damaged smallwares to your shift runner immediately. Welcome every guest like they are a friend coming into your home for a meal, bring your personality to every interaction. Maintain eye contact with a big smile and read the order back to the guest to confirm it’s accurate Take payment, still smiling, and hand back the receipt GES showing the guest the order number and the Guest Survey! Thank the guest for coming and finish with a nice statement such as “Have a lovely day!” You are responsible for your own till and its contents. Ensure you follow all the correct cash management processes and never share a till with anyone, even your manager. VOUCHERS – Some guests may have received a voucher if they have had a poor experience, make sure you give them a great experience this time! Ask you trainer about Vouchers, Till sign on/off & Voids. Knowing our menu is a must, so we can help our guests choose their favourites or try something new. Great menu knowledge will also help you to upsell or suggestive sell products to compliment guest orders. Ask your trainer to talk you through some of the common upgrade items and how the team upgrade in your restaurant Beingfast,butaccurateiscritical! Repeatingorder’sbacktotheguestwill ensureaccuracyandleavetheguest feelingconfidentabouttheirorder.Gettinganorderwrongisnotjustabadexperienceforguestsit will also slowdownthewholeteamresolvingtheissue.

The presenter role is just like quality control! You are the last person to check everything in an order has been packed correctly. You’ve also got the opportunity to give our guest’s a great experience before they tuck into their meal! CLICKORSCANTOLAUNCH THEPRESENTERPORTAL You are responsible for ensuring the guests have all the extra items including condiments, drinks & dips. Don’t forget to mention the Guest Experience Survey and that they can save 15 off their next order if they give some feedback on their experience HAND WASHING - Remember to frequently wash & sanitise your hands and at least every hour SANITISE TOUCH POINTS –Remember to Use blue roll & D10 to sanitize any touchpoints on front counter SMALLWARES – Ensure all smallwares are frequently cleaned ,sanitized and not damaged. Report all broken/damaged smallwares to your shift runner immediately. Preparing and presenting drinks & desserts is a huge part of the present role. You will learn how to make these on the front counter with the help of your trainer and the build cards. Ensuring your station is ready for peak is the key to delivering amazing speed of service! This includes stocking up the essentials, things like but not limited to: Cups/lids, bottles/cans, condiments, sauces and lots more. Pack screens display the contents of every order in the restaurant, they all show which channel the order is for (Drive Thru, Take Out & Delivery). The pack screen let’s you mark off order items as you pack them to ensure you don’t miss anything! Pack screens also display how fast you are packing orders, this is displayed at the top of each order and can also be seen on the metrics page. Ask your trainer to explain what each of these means. Knowing our menu is a must, so we can help our guests choose their favourites or try something new. Take some time looking at the menu panels during your on the job training and ask your trainer what goes into each item. You will also find build cards for all of the meals on the pack screens, ask you trainer to show you these! Being fast but accurate is critical! You are responsible for ensuring the guests have all the appropriate items including condiments, drinks & dips. Before handing the packed order to the guest always, Stop, Check, you have marked off every item from the order then Go, then hand the order to the guest and check if they would like any condiments.

CLICKORSCANTOLAUNCH The pack role is all about speed with accuracy! THEPACKPORTAL You are the critical link between the cashier and presenter. You will need an exceptional understanding of our menu and how to use our pack screens like a boss. Spending time learning the menu when you’re on the job is the best way to get up to speed, take some time looking at the menu boards and kiosks to get familiar with everything we sell. You are responsible for packing orders for all the channels in your restaurant (Dine in, Takeaway, Drive Thru and Delivery). There are differences in how to pack for each so check with your trainer which channels you have and the different packaging and items you will need. Stocking up your station with all the correct packaging ahead of peak times will ensure you are able to pack accurately with speed! You are responsible for packing orders for all the channels in your restaurant (Dine in, Takeaway, Drive Thru and Delivery). There are differences in how to pack for each so check with your trainer which channels you have and the different packaging and items you will need. Stocking up your station with all the correct packaging ahead of peak times will ensure you are able to pack accurately with speed! HAND WASHING - Remember to frequently wash & sanitise your hands and at least every hour SANITISE TOUCH POINTS –Remember to Use blue roll & D10 to sanitize any touchpoints on front counter SMALLWARES – Ensure all smallwares are frequently cleaned ,sanitized and not damaged. Report all broken/damaged smallwares to your shift runner immediately. We work with Deliveroo, Just Eat and Uber Eats. The order is packed into a delivery bag and sealed with a ‘sealed and checked sticker’. Drinks and cold items should be packed separately. You should only pack delivery orders when they appear on the pack screen, not from the receipt. Knowing our menu is a must, so we can help our guests choose their favourites or try something new. Take some time looking at the menu panels during your on the job training and ask your trainer what goes into each item. You will also find build cards for all of the meals on the pack screens, ask you trainer to show you these! Being fast but accurate is critical! You are responsible for ensuring all the appropriate items including each item and the whole order is packed . Before handing the packed order to the presenter always, Stop, Check, you have marked off every item from the order then Go, Then hand the order to the presenter.

CLICKORSCANTOLAUNCHTHEBURGER To become a burger expert takes time, you PORTAL will not only have to master all of the burger builds but also get up to speed to be able to make every burger in under 60 seconds! Observing and getting hands on time practicing the builds is the fastest way to become a burger expert! You are responsible for ensuring the guests burgers, wraps, rice boxes are all assembled correctly including any customizations that may have been applied. You will need to ensure all your fresh ingredients are in time and gold standard using your restaurants ePCS or QPM as well as managing the correct level of stock control for your station and bun defrost. HAND WASHING - Remember to frequently wash & sanitise your hands and at least every hour SANITISE TOUCH POINTS –Remember to Use blue roll & D10 to sanitize any touchpoints on your station SMALLWARES – Ensure all smallwares are frequently cleaned ,sanitized and not damaged. Report all broken/damaged smallwares to your shift runner immediately. Sauces - most are 7 days from opening (see label on bottle) but some can differ, especially sauces for promotional burgers so always check with your manager. Burger station cold ingredients E.G. Lettuce etc. 4 hours. Any unused defrosted wraps to be wasted at end of day 1. Any unused defrosted buns to be wasted at end of day 2. Pack screens display the contents of every order in the restaurant, they all show which channel the order is for (Drive Thru, Take Out & Delivery). The pack screen let’s you mark off order items as you pack them to ensure you don’t miss anything! Pack screens also display how fast you are packing orders, this is displayed at the top of each order and can also be seen on the metrics page. Ask your trainer to explain what each of these means. Knowing how to build our burgers is a must, so we can ensure our guests receive their favourites just how they like it! Take some time to learn the build of our core burgers during your on the job training and ask your trainer what goes into each item. You will also find build cards for all of the burgers on the pack screens, ask you trainer to show you these! It’s very important to communicate to the rest of the team. It could be telling the cook you only have 2 fillets left as you have just taken a big order or telling the pack team you have put a certain burger in the chute. If you keep this communication constant , build the products to standard every time and Stop, Check and Go you will drive accuracy & delight our guests.

CLICK OR SCAN TO LAUNCH Even though this role isn’t directly part of assembling THE SIDES PORTAL an order its just as important! You will be in charge of making our legendary gravy along with all the other amazing sides we offer. Following the recipes step by step is the key to great sides which delight our guests every time! You will be in charge of making every side in the restaurant. These are made before the restaurant opens and throughout the day depending on how busy your restaurant is. Each side has a different recipe and process, and you will need to follow these to the letter to ensure you make consistent products. When you package each side, you need to make sure they are clean and well presented for our guests. To watch how Salad Rice Mash to make these Corn Gravy Beans sides scan the QR code Remember.. Always wear the correct PPE when handling hot products and equipment. Green gauntlets when removing any hot sides from the microwaves and pink oven gloves when using the oven for corn. Always check PPE is in a good state of repair before using. Ensure tin opener is clean and you check the screws are in place before & after every use. The products you make on the sides station have two hold time, Gravy 6 hours, Rice, beans, mash & corn 4 hours. When packaging sides you should make sure you are using the correct labels from either the date label machine or gun. When stocking up sides you should always apply FIFO (First in first out) always having the oldest at the front of hot hold cabinets. Always remove any products when they hit their expiration time. To make sides you will use two pieces of equipment, Microwave and Oven. These are both programmed for each item and the number of each item you are cooking. Always ensure you are following the correct programme for each product and not exceeding the maximum cook. When loading or unloading products into these you must always wear the correct PPE. Oven = Pink Oven Gloves Microwave = Green Gauntlets. There will be a copy of the product prep chart displayed in the restaurant. Make sure you locate this and use it to help you. The prep chart will tell you approximately how many portions of each side needs to be made ahead of each peak period. During the shift you will be told by the shift runner or burgers person when rice needs to be cooked.

CLICKORSCANTOLAUNCHTHE The freezer to fryer role is all about being a master of FREEZERTOFRYERPORTAL Fries, Hash Browns, Popcorn and Bites! You will need to make sure you manage great products along with great oil and cleanliness! This is a fast paced role where you will need to communicate with the rest of your team so you don’t run out. You will need to always have fresh fries and discard any that have been there for 5 minutes! Ensure the fryers are all switched on at the right time to allow them to get up to the correct temp. Ensure you have enough stock & packaging to last over peak and the station is clean and tidy Ensure the oil is topped up & the quality is to standard and free of debris – change or skim if needed (see oil management HAND WASHING - Remember to frequently wash & sanitise your hands and at least every hour SANITISE TOUCH POINTS –Remember to Use blue roll & D10 to sanitize any touchpoints on surfaces SMALLWARES – Ensure all smallwares are frequently cleaned ,sanitized and not damaged. Report all broken/damaged smallwares to your shift runner immediately. Fries - 5 mins hold time (bagged up on racks straight away) Popcorn chicken – 15 mins hold time (10 mins if pre boxed) Hash browns – 30 mins hold time. We have a traffic light colour system on EPCS/QPM which helps you manage hold times. Red = waste/run out Yellow = expiry close (cook more) Green = in time (gold standard) Remember to use the long tongs when removing hash browns from the basket! At the Freezer to Fryer station you will be cooking Fries, Popcorn Chicken, Hash Brows and Bites! Ensure your freezer and stock areas are always prepped ready to go. You will also need to make sure you oil levels are always topped up. WHEN DOES THE OIL NEED CHANGING? Change in colour – too dark, Change in smell/taste – burnt. Foaming oil, smoking oil .Always skim the oil using the correct equipment every hour or when needed and filter the oil when prompted by the fryer using correct PPE (unless auto filter) Constantly monitor oil levels & only use vegetable oil to top up open fryers which have red writing on the box Never try to move hot oil or move equipment with hot oil in it. Always ask your shift leader If unsure It’s very important to communicate to the rest of the team. Especially when communicating to shift runner, burger person & front counter team ensuring availability & FIFO of products. If you keep this communication constant & prep & cook the products to standard every time you will drive accuracy & delight our guests

CLICKORSCANTOLAUNCHTHE The Chicken Pack role is the critical link between CHICKENPACKPORTAL front and middle of house. To be top of the pack you will need to master the ePCS/QPM system, know all the menu builds and be able to tell your wings from legs! Making sure everything in your chute is in the right place and you use the timer tag system to make sure every guest gets the fresh chicken they expect! Your role is to pack all chicken products and distribute to guest pack team. Only use the best products, if you notice any imperfections on the chicken before you pack it, bin it! Ensure you prep products with care, always use the correct packaging. Before you put the product in the chute, check & check again for accuracy against order HAND WASHING - Remember to frequently wash & sanitise your hands and at least every hour SANITISE TOUCH POINTS –Remember to Use blue roll & D10 to sanitize any touchpoints on surfaces SMALLWARES – Ensure all smallwares are frequently cleaned ,sanitized and not damaged. Report all broken/damaged smallwares to your shift runner immediately. You should now have a basic understanding of the menu after completing the induction course but in the role of chicken pack you need to be a product knowledge expert! The best way to learn is to watch your trainer on shift and ask lots of questions. Ask your trainer to test your knowledge on the menu by asking you what chicken items would go into each meal. We have 5 different pieces of our famous Original Recipe chicken and its really handy to know these when packing. These pieces are split into dark meat… and light meat… All products should be passed down both the burger chute and bucket chute depending on the product & remember to always use tongs when handling chicken products. Ensure your station is fully stocked up for the whole day - (packaging, bags and smallwares) Ask your trainer to show you the type of equipment & layout you have in your restaurant including pack screen layouts & how the packing process works in your design of restaurant Communication is vital in this role as you can see and hear everything! You should be constantly talking to your team communicating things like key product info & timings. Keeping this constant communication will ensure you are packing the correct products. Always check you have prepped the correct products and used the correct packaging

This is the engine room of our restaurants, you will be responsible for making the famous chicken our guests keep coming back for. CLICKORSCANTOLAUNCHTHE There’s a lot to learn, but everything has simple steps COOKPORTAL to follow which guarantees the same amazing chicken time and time again! By the end of your training you will be a master of the kitchen cooking chicken the Colonel would be proud of! Start up all the equipment, ensure everything is cleaned & sanitised thoroughly and a red sanitiser bucket and cloth are available. Scan the QR code to access the cook hub to learn more about the equipment used in your restaurant. Ask your trainer to show you how to use this equipment correctly. Stock enough consumables for the entire day (oil, ingredients for breading & defrosted and clean chicken) Check PPE is in a good state of repair. Ensure all racks are dipped in oil before first cooks to prevent product sticking . HAND WASHING - Remember to frequently wash & sanitise your hands and at least every hour SANITISE TOUCH POINTS –Remember to Use blue roll & D10 to sanitize any touchpoints on surfaces SMALLWARES – Ensure all smallwares are frequently cleaned ,sanitized and not damaged. Report all broken/damaged smallwares to your shift runner immediately. Food safety is so important to us as a business to keep our teams & our guests safe. Risk of cross contamination is high in your role as you are handling both raw and cooked chicken so it is vitally important to follow the cleaning and sanitising standards. When completing the majority of tasks in the kitchen you will need to wear a disposable red apron, this helps further prevent cross contamination. Chicken on the Bone (COB) – Original Breading Fillets – Original breading These pieces are split into dark meat… Mini Fillets - Original breading And light meat… Zingers - Hot & spicy breading Hot Wings – Hot & spicy breading Cleaning the chicken on the bone is very important, this needs to be done pre peak to prep the chicken for breading. Your product prep chart will tell you how much to clean. Ask your shift runner for more info. Always remember to check all pieces for, feathers, giblets, ice, excess fat, bruises, broken bones & off cuts As a cook you will be relying on the product system in your restaurant to determine what you cook and when. Ask your trainer to talk you through how to use the ePCS/QPM system, what is a gold standard product & how to read and use gold standard reports. Communicate with the shift runner to ensure on hand matches EPCS/QPM

Fillets Mini Typically there are 3 No cycle allows you to cycles you should defrost between 20 & 30 Our Fillets, Zingers, fillets use (please note bags, its either 20 or 30 Zingers cabinets may vary nothing in-between Mini Fillets & Hotwings so speak to your Hot wings trainer about your Ask your shift runner about equipment) how defrosts are recorded in are all delivered to us Hot and spicy Cycle 1 2 – 10 bags the FSMS book. If you find frozen which means always go on the Cycle 2 11-20 bags yourself running out of we have to defrost bottom so the Cycle 3 30 bags defrosted product you can them before they are marinade doesn’t defrost in water as used. To the right is an drip on non spicy Only load three to a contingency. Speak to your example of inside a products & shelf if defrosting 30 trainer to find out more. typical defrost cabinet Hotwings always go bags you will find in at the bottom due to When sieving flour restaurant the bone never place your hand into the sifter unit ORIGINAL HOT&SPICY There are two lugs on RECIPE BREADING the breading table each side is used to bread different products BREADING ORIGINAL RECIPE BREADINGMINI FILLETS, FILLETS, When breading CHICKEN ZINGER & HOTWINGS any product your apron should always remain fully on SCAN OR CLICK THE QR CODE TO LEARN ABOUT BREADING & RACKING OUR CHICKEN PRODUCTS Below is an example of how products should be loaded into an 8 head fryer In the BOH of your restaurant When loading you will find vinyl’s which products into fryers your apron should show you how to rack products be folded down to dependant on the type of fryers you have. prevent cross contamination When racking you should ensure that all pieces are separate and you never exceed the maximum number of pieces per rack.

Always use the correct smallwares when If you are landing landing product and communicate to your products in MOH middle of house team when you have you MUST remove landed products your red apron Clean as you go and sanitise all touchpoints when possible to help prevent cross contamination. Always have D10 & blue roll near your station WHEN DOES THE OIL NEED CHANGING? Ask your trainer how oil is changed in your 1. Change in colour – too dark, 2. Change in restaurant and which equipment is used smell/taste – burnt 3. Foaming oil, smoking oil If using a PDMO the handle will get very hot as Always skim the oil using the correct equipment the oil will be at drop temperature so always every hour or when needed and filter the oil when wear the blue gauntlets prompted by the fryer using correct PPE (unless auto filter) Never try to move hot oil or move equipment with hot oil in it. Always ask your shift Constantly monitor oil levels & only use vegetable leader if unsure oil to top up open fryers which have red writing on the box and only use Premium frying oil which has black writing on the container for pressure fryers. Communication is key as a cook. Keep your If EPCS/QPM is showing abnormally shift runner & team informed on product high/low cook volumes inform your Shift ready times & landed products to ensure Runner immediately FIFO Keep communicating with the team in MOH Ensure you land products in the correct place to ensure your on hand products match and never compromise on product quality EPCS/QPM • Original Recipe® made Colonel Sanders and KFC famous. He developed the secret formula of 11 herbs and spices in the 1930’s in Corbin, Kentucky, and it still defines the irresistible flavour of KFC today. We bread pieces of chicken in this world-renowned seasoning and lightly fry it to golden perfection. • On the right the diagram shows you what colour your chicken should be, if it’s not you should ask your shift runner to help you diagnose the problem. • When checking for perfect product you should use all your senses: Smell, Sight, Texture, Taste and Temperature.

YOUR KEY RELATIONSHIPS … the RGM will spend time with you whilst you are training and is the most important person in your restaurant training journey. This is the person who will quite literally makes sure the team teach you all you need to know about chicken and chips! You will spend time every week with your Restaurant Manager reviewing your training plan, areas of focus and ensuring you maximise every step of the restaurant training journey. You will also spend time shadowing them running shift and vice- versa and these on the job opportunities are fundamental to your success. … your AC is a very important person in your development. They are there for you for whatever you need at any point in your training and can’t wait to play a role in your growth and development as a leader in our business. You will see your Area Coach whenever they are in restaurant. They will make time for a quick chat and to see how things are going but you will also have formal time with your Area Coach every four weeks to review your training plan, restaurant performance, skills and knowledge. … your PCC is the subject matter expert you will come to rely on! They hold the theory knowledge that you’ll need to leverage in your on the job training. They have been there and done it! And to very high standards and are a crucial element of your success. You will see your PCC at every workshop session and spend time with them during your first week to work through all the detail in your training plan.

KFC TERMS EXPLAINED BELOW IS A HANDY LIST OF ALL OF THE KFC TERMINOLOGY (& THERE IS A LOT OF IT!) EXPLAINED FIFO First In, First Out – We use this term to refer to when we are storing product to ensure the products with the earliest expiry dates get used first which reduces waste HOLD TIME The time that a product has once cooked before it needs to be discarded UTILISINGWRAESSTTAUERANTSPACE Any product that has been discarded as it is no longer within it’s expiry time PACK SCREEN Screens that are located in different areas of the restaurant that show each station what items the guest have ordered EPCS Electronic Product Control System – Basically it uses a traffic light system to allow you to ensure you are always selling fresh products to our guests QPM Quality Production Management - it is the same as ePCS but a GOGLODLSDTASNTADNADRADRD newer version with a couple more features Any product which is sold to our guests that is within its hold time and built perfectly to standard. if its not gold standard then we don’t serve it. TIMINGSEXAMPLE PPE Personal Protective Equipment – protective equipment required to be worn to protect you against potential hazards in restaurant e.g. green gauntlets for microwave PEAK Used to describe the busiest times in your restaurant which are usually lunch time and dinner time SMALLWARES Word to describe any utensils and small pieces of equipment used to help make or store products in CHUTE The piece of equipment that all chicken products and burgers are placed on to transfer them to the packers on the front counter

KFC TERMS EXPLAINED BELOW IS A HANDY LIST OF ALL OF THE KFC TERMINOLOGY (& THERE IS A LOT OF IT!) EXPLAINED PLEASE Politely Listen Express Concern Apologise & satisfy with extra – This is used when interacting with guests who have experienced a problem GES Guest Experience Survey – This is the online survey that guests can fill out to tell us how their experience was. The guest gets 15% off their next order when they fill this in OSAT Overall Satisfaction – This is shown as a percentage on your restaurant communications and is the percentage of guests who rated their service as highly satisfied when they complete the GES survey B2B Bottom Two Box – This is again shown as a percentage and is the FORECASTING opposite of OSAT as it measures the percentage of guests who rating their experience as either dissatisfied or extremely dissatisfied OTD TATAKKEE 33 This term is used when referencing the sales that the manager has predicted you will take on your shift. This effects how much food needs to be prepared and how many people you need Order to Delivery – This is the time that it takes for a guest on the drive thru to receive their food from the point they place their order. You will see this displayed on the DT timer if you are a DT restaurant Stop, Check & Go! – ThTesIeMthIrNee GsteSps EhaXveAbeMenPpuLt iEn place so wecan check orders before they get handed out. This will ensure the best accuracy for our guests so they get everything they ordered the way they ordered it! 3 ST3EPSTCELPEACNLEAN Wash, Rinse & Sanitise – These are the three steps we take to ensure we clean smallware's or any other pieces of equipment thoroughly FIGUFRIGEUORFE8OF 8 This term is used to describe the checks that are completed by the CHICHKIECNKECNHECCHEKCINK IN manager on shift to ensure the full restaurant both inside and out is safe, clean, tidy and ready for the team & guests This is an observation document that your shift manager will be completing with you where you get asked some knowledge based questions and are observed working on your station. It’s a great chance to get some 1 on 1 coaching and feedback CROSS CONTAMINATION This is when raw products and cooked products are mixed either directly or via touch points. We have detailed processes and procedures to help ensure this doesn’t happen which you will learn as you complete your station training

KFC TERMS EXPLAINED BELOW IS A HANDY LIST OF ALL OF THE KFC TERMINOLOGY (& THERE IS A LOT OF IT!) EXPLAINED EHO Environmental Health Officer – They could visit restaurant at anytime, if they speak to you and show a valid ID then direct them to the RGM or the manager on shift FOH Front of House - This is an older term to describe any of the MMOOHH following stations: Guest Host, Cashier, Pack, Present Middle of House - This is an older term to describe any of the following stations: Freezer to Fryer, Burgers, Sides, Chicken Pack BOH Back of House - This is an older term to describe the Cook station AACC Area Coach – The AC is responsible for coaching and mentoring all of the RGM’s in the area PCC People Capability Coach - The PCC supports the area with training and recruitment RGM Restaurant General Manager-Nthe RGM has overall ARGM accountability for the restaurant and the team TL Assistant Restaurant General Manager – The ARGM will ROCC look after the restaurant in absence of the RGM and also run shifts Team Leader - The TL will runs shifts in your restaurant and report into the RGM Restaurant Operations Compliance Check -A ROCC coach will visit your restaurant once per quarter and complete a ROCC. This will assess if all the correct procedures and processes are being followed in the restaurant by the team to ensure food safety, health and safety and brand standards