Choose the correct letter, A, B or C.
Questions 14 and 15
Choose TWO letters, A—E
Which TWO of the following make the company efficient?
Complete the sentences below.
Write NO MORE THAN TWO WORDS AND/OR A NUMBER for each answer.
You will hear an employee giving a tour of a fast food restaurant to a group of students. First you have some time to look at questions 11 to 15.
Listen carefully and answer questions 11 to 15.
Good afternoon, everyone. Can you all hear me? … Good. Let’s go through to the kitchen now so you can see the full operation of the restaurant.
First, I want to emphasise the importance of kitchen hygiene. It’s crucial for our business reputation. On the wall here we have a dispenser of plastic shower caps. Forget about fashion statements; everyone who goes into the kitchen must wear one, to protect against stray hairs getting into the food. Please take one and put it on now. Alongside it is the sanitiser – again, you all need to use this and scrub your hands thoroughly before we go in. Also, please be aware that this is a working kitchen, so many of the counter surfaces inside could be hot. It’s best not to touch anything as you go through, just in case. It’s just basic safety and common sense.
You’ll notice the number pad on the door here. We have full security in the kitchen. Now that most people pay with a bankcard rather than cash, there’s no great concern about robbery; again, it’s our reputation that we are protecting here. We restrict access mainly because we need to be certain that our food cannot be contaminated, and that our workers can get on with the job without interference from unauthorised people.
Right, come on in. First, here’s the storeroom. Our ordering systems are very efficient. The quantities in each burger must be exact, and this is ensured by the various food dispensers we use. For example, 20 mls of our famous home brand mayonnaise is dispensed in our most popular burger. So, at the end of the day, when I check how many burgers have been sold or binned, I know if the mayonnaise stocks are running low and I can order more.
OK, now on to the operational side of things. Consistency is the key here. Every burger in any of the brand’s restaurants should have the same quantities of the same ingredients, so that all our customers are sure of what they’re ordering. Our delivery standard is to keep the customer waiting no longer than two minutes for their burger – that’s truly fast food! We don’t like wastage, so we analyse our sales statistics to predict the demand for each day, and even the times of day when there is most need. However, to make sure that we can meet the production targets, we can’t avoid some waste. At busy times sometimes there’ll be a stack of six burgers in the warming rack. We know these won’t stay at their best for long, so after ten minutes they must go into the bin. Another key area is efficient staffing. We have some full time staff, of course, but part-time staff will do maybe two hours at noon and another two at six and other casual staff are on call at peak times. This really helps us with efficiency of service and the economy of the operation. We train all our staff at all the different stations, but when we’re busy, each member of staff works at one particular station; grilling the buns, cooking the meat, adding salad, cheese and sauces, or packaging.
Before you hear the rest of the talk, you have some time to look at questions 16 to 20.
Now listen and answer questions 16 to 20.
I’m sure you’ve all seen our famous paper tray covers. They’re an important part of our marketing strategy. If you look on the reverse side, you’ll see a food analysis of all our products, the grams of fat, the carbohydrates and so on. You may be asking yourself, how can we be sure these are accurate? Well, quantities are a key issue here. With the ice cream, for example, we train our staff to serve exactly 150 grams of ice cream into a cone, and 200 grams into the plastic cups. This allows us to oversee our stocks for reordering, and also gives reliability. The key aspect for us, though, is that we are being accurate about nutritional information. This is so important that head office sends us secret customers. They will take an order back to a table and weigh and measure the ingredients!
OK, now on to sales. On our left you can see the two women wearing headphones. They communicate with each other, with the public, and with the food preparation team. The drive-through that they’re servicing is a very important part of our business; in fact, it generates one third of our revenue. The other two thirds comes from restaurant visitors, and about 20 per cent of that comes from our themed children’s parties.
Now we’ll look at another aspect of our service – just cluster around this till. The till is the point of sale and, as you see, our products are pictured on the keyboard as well as named. The till operator just taps in the client’s order by choosing the correct picture. As soon as the order is confirmed by cash or card payment, it appears on two screens; one above the cooking areas and one behind the servers. This dual system means that the staff at the cooking stations get good notice of any build-up in demand, and the servers have an onscreen reminder of the earlier orders they’ve taken. They can also use this to prepare any drinks or ice-creams that customers have ordered. When the hot food is delivered, the order is complete, so they delete the entry on that screen. That keeps everything instantly up-to-date. Now…