Chicago Lighthouse Training Program Outline

Chicago Lighthouse BEPLT 2.0

Module 1: Randolph Sheppard Introduction

1) History and background National and Mini Randolph Sheppard
2) Introducing Leonard A. Robinson
a. Robinson’s History
3) The Schall Bill
4) Joseph Clunk
5) The development of the Randolph-Sheppard Act
6) Randolph Sheppard 101 to model the module after
7) Randolph Sheppard Act
8) 34 Code of Fed Regulations 395
9) Blind Merchants website with test and link from Jim Gashel
10) State “Agreements”
11) Randolph Sheppard is a food service priority

Module 2: Vending Management

1) Introduction the definition of Vending Facility by the Randolph-Sheppard Act
a. What is vending and what does it involve.
i. Your State Licensing Agency’s (SLA’s) responsibilities
ii. Vending Machine locations and product offering
iii. Healthy vending options

Fit Pick
b. Vending machines
i. Types
ii. The history of vending machines Automation New types
iii. Cantalope, Meters, Telemetry
2) Organization
a. Stocking and Pre-kitting
b. Products
c. Mapping out routes
3) Systems
a. System examples
4) Distributor Relationships and Stocking Strategies
5) Distributor Considerations
a. Scheduling Meeting Times
b. Stock Rotation
c. Bulk Discounts
d. Returns
6) Storage Evaluations
7) Storage Facility Concerns
a. Accessibility
b. Storage Facility Size
c. Ease of location
d. Set Delivery Personnel
e. Security
8) Purchasing and Inventory Management
a. How many machines will you manage?
9) Physically Stocking Vending Machines
a. Evaluating product sales
b. Strategies for rotating inventory
c. Par levels
10) Customer Refunds
11) Pricing
a. Pricing Considerations
12) Marketing
13) Marketing Considerations
a. Within Your Machine
b. Around Your Building Location
c. Comment Boxes
14) Machine Maintenance
a. Collections
b. Cashless Vending
15) Monthly Business Closeouts
16) Expanding your Vending Business
17) The future of vending in Randolph-Sheppard
a. Healthy Vending
i. What is Healthy Vending
b. ATM’s
c. Lottery Machines
i. FitPick
e. Randolph Sheppard Buying Group
f. Micro Markets, a teaser
g. Networking

Module 3: Café Operations

1) Introduction 1974 Expansion
2) Business Planning
3) Preforming a Café Evaluation
a. What are you starting with?
4) I have to talk to people?
5) I have to construct recipes
a. Menus and catering
6) A café has moving parts
a. Staff
b. Equipment
i. Menu offerings to match your equipment
7) Making the most of you location
8) Ray Kroc and the Quality, Service, Cleanliness and Value Formula
a. How Kroc revolutionized the restaurant industry
9) Point-of-sale data tracking
a. Older Point-of-Sales Systems
b. Newer Point-of-Sales Systems
10) Upkeep and Maintenance
a. Cleanliness, on-hands and organization
b. The process keeping your location clean
11) Creating a Menu
a. Storage, receiving and recipe right food.
b. How to create and where to find recipes
12) Hygiene
a. Expectations (Hadley’s partnership with the NRA ServSafe)
b. Food handling
13) Food Safety
a. Sanitation
b. Time-temp
c. Cross-contamination
d. Prepping one item at a time
e. Product Rotation
14) Kitchen operations
a. Effective ordering
b. Receiving
c. Storage
d. Recipe
15) Your Environment
a. Cleanliness
b. Temperature
c. Music
d. Lighting
e. Seating Area
16) Service Standards
a. Consistency
b. Recipe right
17) Friendliness
a. What’s my name
b. Smile
c. Voice Tone
d. Being positive
18) How does your patron view you?

Module 4: Systems

1) Creating effective Systems
a. Examples
2) The importance of note taking
a. I don’t need to my mind is a steel trap
b. When to sit down and evaluate them
3) Checklist
a. What do you use a checklist for
i. Developing and adding to your checklist
ii. What areas do you need a checklist
b. Why are they important
i. Having a shiftly plan for achieving excellence
ii. Measuring your effectiveness and success
Line qualities
a. Challenges
4) Employees
5) Orientation
a. Grooming your employees for what is to come
b. Skill reviews
6) Managing Product
7) Systems support
8) Line food quality, temperature and sanitation procedures
a. Line qualities
b. Sanitation
c. Protecting against food borne illness
d. Product recalls
9) Complete Product lists
a. Product consistency
10) Building a Recipe
a. Recipe systems
b. Recipe Resources
c. The best price
i. Healthier recipes
ii. Consistency
iii. Quality
11) Product systems
a. Prep pars
b. Prep sheets
c. Waste Tracking
12) Menu Mix
a. How it can help weed out poor performers
13) Cleaning
a. Do I really need to clean this item everyday?
i. Daily cleaning opportunities
ii. Weekly cleaning opportunities
iii. Quarterly
iv. Every six months
b. Cleaning schedules
i. Zones
ii. Daily Rotation
iii. Stations
c. Holding your staff accountable
14) Why are safety and security important during business hours
a. Security during business hours
i. Being distracted
15) Paperwork

Module 5: Sales

1) Projections
a. Accurate Sales projections
b. Using historical trends
c. Evaluating these trends
2) Taking over a Previously Established Location
3) Brand New Locations
4) Monthly Numbers
5) Historical Trends
a. Why are projections important
i. Budgeting your expenses
6) Building sales in your location
a. Promotions, Specials and New Items
7) The Business of Sales
8) How menu development impacts sales
a. Evaluating your menu choices
b. Building your menu character
9) Healthy Menu Options
a. Define Options
b. (Web resource references here)
c. Labels
10) Catering
a. How do you define catering for your business
b. How do you develop a catering menu and prepare for business
11) Coffee Carts
a. When
b. What to offer
c. Pricing
12) The Purpose of Creating a Brand
a. What is branding
b. Creating a brand for your business
13) Marketing
a. Reaching your audience
b. Inside your Location
c. Outside your Location
d. Social Media
i. The importance of staying ahead
14) Special Boards
a. Daily Specials
15) Salesmanship
16) Reaching every potential guest you can
a. Don’t be a used car salesman
b. Creating a life-long business relationship
17) Public Relations within your community
a. Donations
i. Giving back
b. Discounts
i. Tracking
c. Fixing Problems
i. Follow-up don’t just think you did your best ask
18) Networking with other Vendors
19) Promotions
a. Unique Offerings
b. Frequency Cards
c. Special Events

Module 6: Employee Hiring and Development

1) Staffing Basics
2) How to define who you want to hire.
a. Traits
b. Inheriting Employees
3) How to hire off your desired employee traits
a. Nordstrom
b. Apple
c. Other Giants
4) Position Descriptions
a. Being specific about what you need
5) Job applications
a. How they can support your Position Descriptions
6) Recruiting
a. Finding customized resources for your location
7) Interviewing
a. Conducting successful interviews
b. What can I ask
c. Will this person fit into my system
8) Reference Checks
a. Analyzing new hire candidate applications
b. Digging into the application
c. Asking questions of previous employers
9) Hiring
a. Evaluating Wage
10) Orientation
a. Why is it so important to do an orientation
11) Location Handbooks
a. Why are handbooks valuable to your business
i. National organizations RSA has
12) Employee Files and Paperwork Essentials
a. New Hire Folder
i. Being prepared
ii. Job Application
iii. W-4 Form
iv. I-9
Active and Inactive
13) Department of Labor Postings
a. Federal Requirements
b. State Requirements
14) EEOC, OSHA, and ADA
c. ADA
15) The benefits of hiring people with disabilities
16) Scheduling
17) Training
a. Employee Training Basics
i. Sanitation
ii. ServSafe Emphasis
iii. Harassment
iv. Role play
v. Reviews
vi. How often should you give employees feedback
18) Building strong teams
a. Cross-Training
19) Documenting poor performance
20) Termination
21) Documenting good performance
22) Developing strong patron relations
23) Improving

Module 7: Labor and Cost-of-Good’s Management

1) The two biggest expenses on your profit and loss statements
a. Labor and Cost of Goods
2) Job Function wage
a. Position wage evaluation
b. Scheduling
c. Tracking sales data by the hour
i. Peak times vs non-peak times
ii. Managing labor in non-peak times
iii. Planning for sales swings
iv. Requests
3) Calculating labor percentages
4) Staffing for success
5) Using performance reviews to improve team performance
6) Developing a team that runs by itself
a. Cross training
b. Bonus vs raise
c. Raises with expectations
7) Expenditure Examples
8) Employee Feedback
9) Cost-of-Good’s
a. Raw product cost
b. Theoretical
c. 100% product yield
10) Inventory Method Examples
a. Franchise
b. Preferred Inventory Method
11) Menu Pricing Examples
12) Choosing food distributors
a. Options
i. Responsibilities
b. Ordering/Purchasing
i. Pars
ii. Ordering systems
c. Receiving
i. Who is receiving the order
d. Storing
i. How do you store your product
e. Thaw Pull
f. Rotation
g. Spoilage
i. How do you track spoilage
13) Healthy Menu Options
a. How to support a healthy menu
i. Requirements
14) Managing your menu for profitability
a. Recipe Right
b. Consistency
c. Food preparation
d. Cooking
e. Holding
f. Cooling

Module 8: Customer Service

1) What is good customer service
a. Empower your staff
2) Customer Service isn’t a department
a. It is a personal responsibility
i. No passing the buck. Take care of the problem now and follow it until the problem is resolved.
ii. Having a positive attitude
b. Must be mentored by the business owner
i. Word of mouth
ii. Social media
c. Must be part of you culture
i. Smile, be friendly and sincere.
d. Great customer service champions own a bad experience
i. Being accountable
3) Culture of Trust
4) Creating a Business Culture of Customer Service
5) The customer service your business gives can never exceed the quality of the people you have giving it.
a. According to the Nordstrom’s family “a sale is never over.”
b. Getting foundational patrons
c. Keeping your patrons for forever
i. You don’t determine what good customer service is your patron does.
6) Stories from Apple, Disney, Nordstroms, the Ritz Carlton and Starbucks
7) So how do the best do it
a. Hiring the best
b. Hiring philosophies from Apple, Disney, Nordstroms
c. But they can afford to pay their employees
i. Not so…here is the data
d. Empower you staff to act on behalf of your patron
8) Creating an environment of excellence
a. Disney calls it Pixie Dust
i. Everyone is on vacation
b. Apple calls it delivering happiness
c. Starbucks makes custom experiences every time
d. What will you adopt as your credo
9) Behind the wage curtain
10) Habits from the best:
a. Take care of problems immediately otherwise they grow and fester.
i. Analogy of putting out a forest fire when it is small otherwise it will spread
b. Empower you people to act on behalf of your patrons now.
i. Example of having to ask a manager but the manager is on lunch
c. Friendly goes a long way
d. Smile greet people as they come into your location
e. Call return patrons by their names
f. Make eye contact
g. Listen, understand what is being asked
h. Be on the side of your patron
i. Invite your guest back

Module 9: Micro Markets

1) Micro Markets: the next step
a. Review of all of the things that have been taught so far.
b. How they apply to Micro Markets
2) Planning your Micro Market
a. What you need for a Micro Market
i. Products
ii. Water
iii. Lighting
iv. Storage
v. Space mapping
3) Physical Plant Considerations
a. Ventilation
b. Wall Space
c. Extra Storage
d. Entry
4) Different Micro Market types
a. Simple
b. Common
c. More Complex
5) Kiosks
a. Definition
b. Cash vs Credit vs Patron Accounts
c. Fees
d. Data Management
e. Credit Card Services
f. Hardware
g. Two-tiered Pricing
6) Micro Market Cleanliness
7) Positive Patron Perceptions
8) Security
9) Advice from experienced Vendors
10) The Future of Micro Markets
a. Adapting to Pandemics
11) Your SLA

Module 10: Business Processes

1) Traditional Business Planning
a. Bidding for a location
b. Different types
c. Mission Statements
d. Products and Services
2) Hadley’s Business Model Canvas
a. Value Propositions
b. Key resources
c. Customers
d. Cost Structure
e. Key assumptions
3) Sharing your Business Plan
a. Key points
4) Business Structures
a. LLC, S Corp or Corporation
b. Insurance
c. Payroll
d. Personal Tax Liability
e. Sales Tax Liability
5) Finding a Name
6) How much money do I need
7) Start-up inventory
8) Support
a. Business Consultants and their responsibilities
9) Organizing your space
a. Equipment placement
b. Merchandising
10) Personal organization within your office
a. Control Boards
b. Planning
c. Who to call
d. Historical Files
e. Employee phone numbers
f. Checklists
11) Badging
12) Individual State agreements
13) Time Management
a. System Examples
14) Adaptive technology
15) Office Systems
16) End of month accounting
17) Cash management
a. Bank accounts
i. Payroll
ii. Taxes
iii. Operating
18) Point-of-sales support
a. Maximizing data from your POS
19) Credit Card services
20) Budgeting
a. Considerations in projecting budgets
b. How far out should I plan
21) Profit and Loss Tracking
a. Using and analyzing systems to manage your business
b. Looking at historical data
c. Managing and storing your data
22) Time Management
a. System Examples
23) Staying Green, even in government buildings
a. Water
b. Waste
c. Energy
d. Websites
24) Becoming a Leader
a. Leadership tools
b. Hadley Options
c. Upward mobility options
d. Giving back through mentorship
25) Healthy Menu Options and Partnerships
a. Web link/reference
26) The flexibility of TV menu boards
27) Partnering making the appropriate decision
a. To make more money, better guest service or better offering
b. Selecting a Partner
c. Options
i. Starbucks
ii. 3 party vending
iii. NAMA
iv. Restaurant Associations
v. RSA buying group
vi. State Committee recommendations for Program pricing
28) BEP future

Module 12: ServSafe Two Lesson Module

ServSafe Lesson 1

Purchasing, Receiving and Storing.
a. Labeling, Rotation and Storage Order
b. Chemical

Food Preparation and Cooking
a. Sanitization
b. Thawing Food Safely
c. Managing Prep

a. Important Considerations

Holding, Cooling, and Cold Foods
a. Holding Food
b. Cooling Food
c. Holding Cold Foods

Reheating, Holding, and Serving Hot Food
a. Serving Food
b. Using Thermometers to Verify Temperatures
c. Sneeze Guards
d. Staff Behaviors

Thermometers, Contaminants, and Allergens
a. Thermometers
i. Types
b. Contaminants
i. MSDS (SDS) sheets
ii. Physical
iii. Biological

Parasites and Fungi
iv. Chemical
ServSafe Lesson 2:

Avoiding Contaminants

Employee Training and Hygiene
a. Personal Hygiene
b. Handwashing

Cleaning, Sanitizing, and Dishwashing
a. Sanitizing Food Surfaces and Equipment
b. Dishwashing
i. Different methods

Active Managerial Control and HACCP Plans
a. The Steps for Active Managerial Control
b. HACCP and the steps

Equipment Specifications and Pest Control Guidelines
a. Equipment Guidelines
b. Physical Plant and Pest Control

Course Review and Leadership
a. Course Review
i. Food Safety
b. Unsafe Foods and Allergens

Employee Hygiene and Illnesses
a. Handwashing


Time-Temperature Control
a. Reheats
b. Thaw-Pull


Purchasing Food

Rejecting Food

TCS Foods, Special Foods, and Labels

Pest Control and Cleaning Guidelines

Designating Break Areas

Leadership and Food Safety
a. Your Role

Module 12
100 Question Final Exam
The Final Exam based on the 11 Modules.

Chicago Light House