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Blaze Shift Lead Exam Study Guide |
Actual Exam Questions | 100% Correct
Answers | Verified 2024 Version
What is your primary responsibility at all times? - ✔✔taking care of guests As a shift leader, what are the 5 things you will be expected to do - ✔✔plan, direct and follow up on daily operational routines and activities Lead by example, and supervise team members Your restaurants daily success depends on what - ✔✔my leadership what is one thing you are really excited about in your new role - ✔✔the extra money what is one thing you are unsure of starting in your new role - ✔✔internalizing all the new information who are the founders of blaze pizza - ✔✔Rick and Elise Wetzel who is our executive chef - ✔✔Brad Kent aka pizza whisperer when and where did the first blaze pizza open? the second? - ✔✔Irvine CA, 2012, august Pasadena CA, 2012, september What is Blaze all about - ✔✔Individuality, speed, fire, quality what is meant by the term franchise concept - ✔✔Can buy the rights to build and operate a Blaze using the franchised brand, menu, processes and procedures
what makes blaze a franchise concept - ✔✔Meets all Blazes standards for food items, menus, processes and procedures what is the nickname for a franchise business manager and operations specialist? give the abbreviation and spell it phonetically - ✔✔FBMOS (fib-mo) what does your FBMOS do - ✔✔Visit location 1-2 times a month in order to give feedback, support, and check if standards are met. Once a quarter conduct an OSE when should you contact your FBMOS - ✔✔for any issues or major impacts/changes to the restaurant what is our company's mission statement - ✔✔A Blaze Pizza in every community where guests can connect, create, and enjoy fast fire'd artisional pizzas in an experience that's fundamentally better than traditional fast fire'd what are our guiding principles and what do they mean 1)cultivate? 2)be?
- value?
- keep? 5)Be?
- maintain?
- play?
- Be?
- Fire?
- enjoy? - ✔✔1) Cultivate Fanatics
- Be Passionate about quality
- value the people behind the pizza
What will blaze pizza change - ✔✔the way people think about and eat pizza to become the #1 build your own pizza brand in america what is each blame employee's "primary responsibility" - ✔✔guest service Blazes Path to success - ✔✔1) Serve great pizza
- provide fast, friendly and fun blaze service
- maintain sparkly clean restaurant
- deliver reliable consistency GREAT pizza - ✔✔1) golden brown crust
- round
- evenly spread single layer of toppings
- a 1/2 inch crust
- thin and crisp Fast fun and friendly BLAZE service - ✔✔1) big friendly smiles
- lively fun interactions
- always say yes
- zoom (go fast)
- exceed expectations what is our big goal - ✔✔1000 blaze pizzas in 10 yrs what is an allergen - ✔✔specific foods that people can have adverse reactions to where are the allergen tables kept in your restaurant - ✔✔usually located in the cashier area, between cash and line on U-loop, order taker
list some potentially hazardous foods - ✔✔pork, chicken, beef, turkey what should you look for when receiving deliveries - ✔✔for damage, temperature abuse and pest/physical contamination how long should team members wash their hands for - ✔✔20 sec what must every hand sink have available - ✔✔hand soap and clean and sanitary drying utensils such as single use towels and hot water what are 3 major cause of food borne illness - ✔✔temp abuse, chemical and biological contamination what 5 restrictions prevent a team member from working - ✔✔diarrhea, vomiting, jaundice, exposed and effected sores, runny nose how should you react to a health inspection - ✔✔be friendly, stay calm and focused how should you treat a health inspector - ✔✔welcome them and be helpful and do not become combative how can you ensure that you are prepared for a health inspection at all times - ✔✔always follow the rules and regulations while maintaining a spotless restaurant why must a restaurant have hot running water - ✔✔to be able to wash hands and dishes properly what should you do if your restaurant does not have hot running water - ✔✔close the restaurant, call a service company and contact manager and FBMOS
- untorn and blue
- clean black and non slip what attributes define fast food - ✔✔Processed, held under heat lamps, cookie cutter, unfriendly and robotic what attributes define fast casual - ✔✔fresh, better for you, more comfortable, higher quality materials, friendlier, higher caliber staff what is blaze? fast food or fast casual - ✔✔fast casual why do guest choose blaze pizza - ✔✔they know they will get higher quality food, friendlier service and a better environment to eat in what is special about our food quality - ✔✔it is fundamentally better with chef driven quality what is special about our service - ✔✔More authentic team members, fast fun and friendly, BLAZE service, lots of one on one guest contact what does preserve the elevated experience mean - ✔✔Don't let blaze become fast food keep up the quality what is your role in preserving the elevated experience - ✔✔treat every guest like a v.i.p. and ensure that all food and operations meets blaze standards explain what the role of a shift leader is - ✔✔Being a leader and supervising shifts, making reasonable decisions and providing accountability that reflects blaze standards what does LEAD mean - ✔✔Lead by example educate and encourage
adjust and overcome drive results how should you handle your own mistakes - ✔✔apologize and admit you made a mistake how do new shift leaders earn respect from the team - ✔✔help where needed play fair and keep promises be upbeat and optimistic be prepared act professionally value the people behind the pizza how should you handle outside of work friendships with team members - ✔✔be professional on the job and possibly stop being friends what does it mean to be accountable for the results you deliver - ✔✔you answer for everything that happens in the restaurant while your on shift What is a brand - ✔✔sum of all the experiences and impressions of a company as held in the minds of consumers including food quality, service, aesthetics, facilities, operations and marketing what is the blaze brand - ✔✔Individuality, quality, speed, and fire what was the original idea behind the concept of blaze pizza - ✔✔individual pizzas that are "fast enough for work" what is a lifestyle brand - ✔✔selling an identity that can connect to customers while inspiring and guiding them through life
remember to always do your very best to say? to every guest request - ✔✔yes why do we call our customers guests - ✔✔they are really important, elevated hospitility what is the best form of advertising - ✔✔word of mouth the guests story and experience must work together to what - ✔✔establish a lasting connection why is the guest experience in your restaurant so important - ✔✔so they are happy, spread the word, and return what are the criteria categories on the shopper report - ✔✔guest service food quality speed of service cleanliness how many shopper per week and per month should a restaurant receive - ✔✔2 per week, 8 per month from whose perspective is a mystery shopper report conducted: operator, auditor, or guest - ✔✔guest when are scored shoppers sent to blaze - ✔✔within 48 hrs when are scored shoppers sent to the franchisees and restaurants - ✔✔after corporate review them for accuracy what is the score weight for the food quality section on the shopper report - ✔✔40% what is the score weight for the guest service section on the shopper report - ✔✔30%
what is the score weight for the speed of service section on the shopper report - ✔✔20% what is the score weight for the cleanliness section on the shopper report - ✔✔15% what is the score weight for the overall rating section on the shopper report - ✔✔105% what do online ordering shoppers evaluate - ✔✔check in process speed of service and whether the pizza was pre-prepared what is the point of mystery shopper program - ✔✔to keep the brand focused on path to success and reinforce standards what is the purpose of the pictures attached to the shop report - ✔✔to help improve overall quality and accuracy and consistency what is the spirit of the mystery shopper program - ✔✔to provide actionable feedback to each operator what is our philosophy on shopper errors - ✔✔treat the process fairly and don't assume fault how should shopper disputes be handled - ✔✔fairly and recognize that mistakes happen what is the speed standard going down the assembly line and what are the start and stop triggers fro the timing - ✔✔4 min., start: sauce hits the pizza stop: receives receipt what is the speed standard for receiving a cooked pixie and what are the start and stop triggers for the timing - ✔✔4 min, Start: receive receipt
what is the secret to doing well on an OSE report - ✔✔stay focused on meeting and exceeding blaze standards at all times who receives a copy of the completed OSE - ✔✔GM, DM, RM, franchise operator and franchise owner list five different groups that you will need to communicate with as a shift leader - ✔✔Guests team members food/supply vendors shift leaders managers list three different methods of communication - ✔✔verbal, body language and tone what are the 5 W's - ✔✔who what when where why why is common language important when communicating with others - ✔✔so that they don't become confused and communication can happen effectively what does it mean to paraphrase to clarify and confirm understanding - ✔✔check that you get it and that you care about whats being communicated the communication who is responsible for ensuring the correct message is received? sender or reciever - ✔✔sender, though both responsible what is paralanguage - ✔✔the way in which you say words, volume, pitch, speaking rate and voice quality
what are kinesics - ✔✔study of body movements, gestures, facial movements, etc list five traits that great trainers should possess - ✔✔supportive, patient, encouraging, dependable, great role model list the different learning styles - ✔✔visual , auditory, and tactile learners what is the best approach to training - ✔✔incorporate all learning styles what are 3 important training tips - ✔✔repeat yourself a lot frequently test understanding keep praising, correcting and coaching what are the elements of training - ✔✔the subject the breakdown the tools the method what are the 3 steps of the blaze training method and what do they each mean - ✔✔1) explain why and how-whats important, the subject, and step by step
- demonstrate and do-trainer does and then trainee does
- quiz and certify-tests understanding and visual certification by trainer what are the 4 category headings used on the pizza old training guides - ✔✔why we do it how we do it now go do it prove you got it
what should you check before you release each team member - ✔✔make sure their station is clean, stocked, and organized what should you physically do before a team member is able to leave - ✔✔follow up and check their duties why is it important to ask each team member if they know their schedule - ✔✔to make sure they really know it how do you thank and realize a team member - ✔✔thank you and have a good evening, drive safe etc what does praising in public reinforce - ✔✔great habits and motivates the team members and the whole team how can you determine if praising in public embarrasses the team member - ✔✔pay attention and know your employees what are three things you should remember when praising a team member - ✔✔focus on work related actions site specific behaviors thank them for their efforts why shouldn't you publicly discipline team members - ✔✔it can be uncomfortable and isn't fair to the employee what does the COACH stand for - ✔✔commit observe assess correct hold accountable
what are some tips for coaching effectively - ✔✔be timely be specific focus on the what (behavior not the person) what is prioritizing and why is prioritizing important - ✔✔doing things in order of importance focuses your energy and makes the best use of your time prioritizing help you focus your energy and attention on what - ✔✔whats important what are the 4 levels of prioritization - ✔✔urgent high medium low what is delegating - ✔✔assigning tasks to team members what is directing - ✔✔giving directions with respect what are some common things you will delegate in your new role - ✔✔cleaning, maintenance and prep tasks what happens if you do not delegate tasks to your team - ✔✔my job will be harder list the six steps for effective delegation - ✔✔define the task select team members based skill level explain what, why and how it needs to be done and resources needed
how should you handle product shortages - ✔✔order from Opco if possible and borrow from nearby stores what should you do if equipment malfunctions - ✔✔notify manager and contact service repair how should you handle unexpected volume increases - ✔✔call extra team members what causes conflict - ✔✔conflicting opinions and viewpoints when do you need to intervene - ✔✔if it causes unproductive interactions when people are upset what should you allow them to do and why - ✔✔to tell their story and vent what does concentrate on the bigger picture mean - ✔✔stop focusing on the little things and take a step back before handling a conflict situation or if a conflict situation gets too big for you to handle who should you talk to - ✔✔talk to my manager If a representative from the media show up at your restaurant who should you refer them to - ✔✔direct them to our spokesperson Josh levitt or jerry shen are you allowed to answer questions from the media - ✔✔no how should you respond when curious guests or potential vendors ask sales questions - ✔✔be polite but do not disclose any info are you allowed to shore confidential information with members of the media or guests - ✔✔no
will the blaze support center ever send unannounced vendors to your restaurant - ✔✔no what is an emergency - ✔✔situation that needs immediate attention what is the most important thing to reminder in an emergency - ✔✔stay calm and focused what should you do in the case of a medical emergency - ✔✔call 911 and give first aid if safe how should you handle suspicious behavior at your restaurant - ✔✔contact police and walk out with team members how will you handle a robber situation in your restaurant - ✔✔stay calm and do what they want call 911 if you can do it unnoticed where are the safety data sheets located in your resturarant - ✔✔by mop sink what is labor - ✔✔amount the company pays to employees for the total of hrs they work what are some indicators of wasted labor - ✔✔unproductive and unneeded employees how do you know if your labor is exceeding your restaurants goal - ✔✔talk to manager what is food and papers cost - ✔✔amount of money the restaurant spends on food and paper items how can you help control the food and paper costs in your restaurant - ✔✔control waste scrape containers monitor portioning proper rotation
