1986: The first FIVE GUYS location opens in Arlington, VA. 1986 - 2001: FIVE GUYS opens five locations around the DC metro-area, perfects their business of making burgers, and starts to build a cult-like following. 2002: FIVE GUYS decides DC metro-area residents shouldn't be the only ones to experience their burgers and start to franchise in Virginia and Maryland. 2003: FIVE GUYS sells out of franchise territory within 18 months and starts to open the rest of the country for franchise rights. 2003 - Present: FIVE GUYS continues to expand.
There are over 250,000 possible ways to order a burger at FIVE GUYS.
We use only 100% all-American fresh ground beef, with the exception of Canada where the meat is local.
There are no freezers in any FIVE GUYS locations, just coolers. Nothing is ever frozen.
We use only peanut oil.
We use only potatoes grown above the 42nd parallel.
Our menu is trans-fat free.
The FIVE GUYS are Jim, Matt, Chad, Ben and Tyler.
The purpose of the Quality Control course is be able to teach other employees.
Managers and Employees
Each store needs 4 food safety and Quality Control certified managers scheduled prior to opening.
It is suggested that any store doing more than $25,000 a week have 4 certified managers on the schedule at all times.
FIVE GUYS' managers are required to wear jeans, khakis or black pants. They need to wear a gray FIVE GUYS shirt and a red FIVE GUYS hat. Non-skid shoes are required.
There must be a certified manager on duty during all hours of operation.
The day manager must be at work at or before 9:00 AM
The managers should do/oversee all training as well as ensuring that all daily operations are running smoothly. The first thing the day manager should do when he/she walks into the store is to make certain that the end of day has been completed.
Duties in the kitchen and register must be done by all employees
The only jewelry allowed are plain wedding bands and stud earrings when working in the store.
We only prep for the current day at FIVE GUYS.
Bacon, grilled mushrooms, and grilled onions should be completed by 10:00 AM
Our objective is to have all prep completed by 10:30/10:45 AM to allow for breaks and shift meetings.
After cleaning the grill, empty the grease trap.
All prepped items must be dated. All labels should end at either 4:00 PM or 10:00 PM (unless different closing hours) for simplification purposes. You need to write the received-by date on any food products.
We prep enough bacon for the entire day. We use the sales calendar, Radiant or MICROS to calculate the amount of bacon to be prepped.
Bacon is cooked at 400 Fahrenheit degrees.
We only cook crispy bacon.
Our bacon must stick straight out on its own when held and shatter when dropped from a height of 14 inches.
We only house our prepped bacon in a fry basket.
We place one sheet of bacon per layer in the fry basket. The layers must be separated by a paper towel folded in half.
We cook the bacon before the mushrooms and onions.
Cooked bacon should be stored on the bottom two shelves of the bread rack or on top of a clean prep table.
Prep time for bacon is 30 minutes or less per box.
The shelf life of cooked bacon is one day and must be thrown out at the end of the day.
Prep (Grilled Mushrooms)
The grilled onions are housed in the hot holding unit at 140 Fahrenheit degrees.
We grill the onions until they are almost done and golden because they will continue to cook in the hot holding unit.
Grilled Onions are cooked at 350 Fahrenheit degrees.
Place 10-12 oz. of hot water in the solid metal pan. Then place the grilled onions in the perforated pan and place the pan in the hot holding unit.
The temperature of the grilled onions should be taken every two hours.
The shelf life of the grilled onions is one shift.
When changing the grilled onions at the end of the shift, a new pan must be used.
Our cheese is separated so that the grill person can easily retrieve the proper amount of cheese needed.
We house our separated cheese in a cambro that is dated. When it is ready for the kitchen, the cheese is housed in a metal container in an ice bath next to the grill. There should be no aluminum foil around the cheese when it is in the ice bath.
If the cheese is being stored in the chef-base, it should be in its own drawer above the meat.
The shelf life of prepped cheese is four shifts.
Prep time for cheese is 30 minutes or less per case.
Prep (Hot Dogs)
We prep the hot dogs on the red cutting board (not white or green).
We store hot dogs in either a 1/3 pan or in a cambro.
If the hot dogs are being stored in the chef-base, they need to be in a drawer of their own.
The shelf life of prepped hot dogs is 3 shifts.
Prep time for hot dogs is 20 minutes or less per case.
Use only cold water to rinse lettuce.
We shred the lettuce with our hands into 1-2 inch pieces.
One box of lettuce should yield one white cambro of lettuce.
Only brown and hard pieces of lettuce are to be discarded.
All containers of prepped lettuce should be dated and placed in the walk-in.
The shelf life of prepped lettuce is 4 shifts.
Prep time for lettuce is 30 minutes or less per box.
Prepped tomatoes are stacked two high into an approved container. Tomatoes can be stacked higher in third pans that go in the dressing station.
Make certain that all employees know that tomatoes should be placed top down in the cutter and that the blades are extremely sharp.
Remove any tomato slices that have core in them.
All containers of prepped tomatoes should be dated and placed in the walk-in.
The shelf life of prepped tomatoes is 4 shifts.
Prep time for tomatoes is 15 minutes or less per case.
We prep the onions on a white or green cutting board (not red).
Cut the entire bag of onions in half and place them in a white cambro.
Only cut the ends of the onions off.
Peel the onion, making certain not to peel too deep. Cut the onions in the potato cutter, catching the cut pieces in a cambro.
Date the container of cut onions and place it in the walk-in.
The shelf life of prepped onions is 4 shifts.
Prep time for one bag of onions is one hour or less.
All cut potatoes must be submerged in clear, cold water for at least fifteen minutes. This cleans the potatoes and removes much of the starch. If the water in the building is not cold, use ice or cool water in the walk-in (it is never okay to use potatoes that have not been soaked for at least fifteen minutes).
Keep the water running the entire time we cut potatoes. Let it run until the water in all of the sinks is clear.
Cut potatoes must be submerged in water at night.
Black potatoes occur when the potatoes have not been submerged in water.
If you see black potatoes, let the crew know and throw the potatoes that have turned black into the trash.
The acid effect occurs when potatoes have soaked in water too long (this may occur after about twenty hours). The potatoes will look eaten-away and slimy.
If you see any potatoes with the acid effect, throw the entire bucket of potatoes in the trash.
Pink potatoes are caused when the potatoes have not soaked in water long enough. To fix the problem soak them again in the prep sink until the pink color goes away.
Bucketed potatoes on the line are not to be soaking in water.
Each store is required to have two potato cutters on site.
Shelf life of cut potatoes is 3 shifts.
Prep time for one bag of potatoes is five minutes or less.
We only prep one box of meat at a time.
Meat must be received between 28-41 Fahrenheit degrees.
A patty should be 3.6 ounces.
One bag of meat should yield twenty-two patties.
One box of meat should yield eighty-eight patties. We only stacked four patties high.
There should be sixty-four patties in a cambro that is four or six inches deep.
The pack-date is the date when the meat was ground.
Meat can be accepted fourteen days after the pack date.
If you receive meat later than fourteen days after the pack-date, you should call U.S. Foods/ SYSCO and send it back.
The freeze-by date (21 days from the pack date) is the date when meat needs to be frozen.
If meat reaches the freeze-by date at FIVE GUYS, it must be thrown out.
You need to write the received-by date on the box of meat.
Meat that has been prepped must be placed in a cambro, dated, and placed in the walk-in.
The shelf life of meat is 3 shifts.
It should take two people ten minutes or less to prep a box of meat.
Generally speaking, all bread ordering is done through the extranet two days in advance by 3:00 PM Eastern Standard Time.
The estimated net sales of a tray of bread is $500.00.
If bread is not ordered, the same amount of bread from the previous week is sent.
Bread has a shelf-life of 5 days from the date of arrival; the bread does not contain any additives or preservatives, and comes fresh from our bakeries.
FIVE GUYS does not permit bread to be refrigerated or frozen.
When storing bread under the dressing table, it can only be stacked one bag high.
If a store runs out of bread, the district manager should call the bakery and check with a nearby FIVE GUYS for extra bread or for a rush order.
We toast all buns until golden brown at 350 Fahrenheit degrees on the bread grill.
Toasted buns that have yet to be used are stored on the aluminum foil covered bun rack; the highest they can be stacked is four high.
Be sure to periodically check the dates on the bags of bread. Bread from any previous delivery needs to be either used or discarded by 4:00 PM on the day following the most recent delivery.
Dressing the Burgers
Dress one order at a time.
Always dress from the bottom to the top of the ticket, beginning with the bottom bun.
Place the bottom bun on the right and the top bun on the left.
"All the Way" sandwiches receive: on the bottom bun; ketchup, mustard, grilled mushrooms, grilled onions. Top bun receives; mayo, lettuce, 5 pickles, and 2 tomatoes.
Put ketchup and mustard on in circles.
We put more ketchup than mustard (generally speaking, three rings of ketchup and two of mustard).
When dressing a hot dog use 3 lines of ketchup and 2 lines of mustard.
Use two strips of bacon, broken in half, on a little or regular burger with bacon.
Place the bacon making a flat surface.
Use one slice of cheese for the little cheeseburger (melted on the grill), two slices of cheese for the regular cheeseburger.
Use the following when ordered: two tomatoes, five pickles, four jalapenos.
If a burger has only mustard, it goes on both sides.
If a burger has only ketchup, it goes on both sides.
If a burger has ketchup and mustard, they go on both sides.
If a burger has only mayonnaise, it goes on both sides.
If a burger has ketchup (and/or mustard) and mayonnaise, ketchup (and/or mustard) goes on the bottom bun and mayonnaise goes on the top bun.
A-1, Franks Red Hot sauce and BBQ sauce go on the meat.
Do not charge for extra cheese or extra bacon if it already comes on the sandwich (example: extra cheese on a cheeseburger does not get charged).
Cooking the Burgers
The burgers are cooked in three sections on the grill.
Always change your gloves after handling raw meat or leaving the kitchen.
We cook only well done, juicy burgers.
The adjective that best describes our finished burger is "glistening."
We only even out the patty one time. We even out the patties to break the seal so they can cook evenly.
Cook the burgers at roughly 350 Fahrenheit degrees; however, this is adjustable up to 400 Fahrenheit degrees. If the raw patty does not sizzle when you place it on the grill, the grill is not hot enough.
Generally, we flip the patties three to four times throughout the entire cooking process.
If you are not sure if a burger is done cooking, cut a small slit into the thickest part of the thickest patty. If that is done, the other burgers that were placed on the grill at the same time should be done as well.
Place initial patties in rows of four (five in high-volume situations) at the far edge of section one, closest to section two.
Any burger that is not perfect should be thrown in the trash.
Veggies, Grilled Cheese, and Hot Dogs
Veggies, grilled cheese sandwiches, and hot dogs are to be cooked at 350 Fahrenheit degrees.
We do not serve a veggie burger.
We do not have a standard veggie; all veggies are made-to-order.
A cheese veggie gets two pieces of cheese.
A grilled cheese gets two pieces of cheese.
The cheese on a grilled cheese goes on the outside of the bun.
If the grilled cheese does not have toppings, it is cut in half. If it does have toppings it is not cut in half.
Veggies and grilled cheese sandwiches are to be cooked on the back of the bread grill.
Do not break the bacon in half when dressing a hot dog bun.
Hot dogs are cooked on the back four inches of the meat grill.
Hot dogs are cooked well-done.
Hot dogs get one piece of cheese, cut diagonally, and placed next to each other.
After retrieving hot dogs from the chef base you must change your gloves.
Cooking the Fries
Fries should be cooked at 345 Fahrenheit degrees.
The fries must be cooked in a three-stage process, never cook the fries straight through.
Our fries are best described as having a firm outer layer and being soft inside, like a baked potato. We do not cook crispy fries.
All fries, regular or Cajun style, receive salt.
Put one extra scoop on the regular fries and one extra scoop on the large fries. Shake the fries throughout the cooking process, and shake them at least fifteen times when they are done.
Cooked fries can only sit in the fry dump station for a maximum of five minutes. After five minutes they are to be thrown away.
It is important to never have empty baskets.
We never seal a bag that has fries in it, as it makes the fries soggy.
The manager should lead the crew in a calibration of the pre-cook and the final cook fries before each shift to ensure proper fry quality.
The number of items in our bags is as follows: small—two items, medium—three items, large—five items.
Exceptions: We never place large fries in a small bag, and we never place regular and Cajun fries in the same bag.
Put the fries in the cup first and then place the cup in the bag. Pour the topper on top of the cup of fries.
Wrap the burgers tightly.
Never roll the burgers when wrapping them.
Never bag incomplete orders.
Keep fries in the dump station until ready to sell.
Only tape the order ticket to the bag; never use staples.
The general rule for napkins is two per burger.
Bags and napkins should be stacked the same height as an open medium bag.
When in a rush, it is important to call out multiple orders to save time.
We do not wear name tags.
The person working at the register should never greet the customer with mechanical greetings, such as "Hi, welcome to FIVE GUYS."
If possible, the phone should be answered by the second ring.
Call-ins and web-orders take priority.
When not busy greeting and helping customers, the person on register should help hand out orders, clean tables, and help where it's needed.
When handling an incorrect order make certain that the following is being done:o Politely find out what the issue is and apologize.
o Never take the order behind the counter to fix it.
o If the burger was cooked incorrectly, retake the order using the manual order pads and get it on the grill on the fly.
o If the toppings were incorrect, offer to solve the problem in one of two ways. Offer missing toppings on the side or offer to retake the order and get the corrected order out on the fly.
Remakes take priority.
Ketchup and mustard bottles are to be washed, rinsed, sanitized, and re-filled at night.
Leftover separated cheese should be wrapped and stored for the next day.
Lettuce and tomatoes are to be taken to the walk-in and stored over night.
Leftover bacon is to be thrown away at the end of the night.
All grills are to be thoroughly cleaned after 10:00 PM However, the meat grill can be cleaned mid-shift during down times.
Hot water is the ONLY acceptable substance to clean the grills.
Once the fry filter drawer is cleaned, it should be reset with new filter paper and placed underneath the fry dump station to prevent fires. Never place the clean filter drawer back into the fryers.
A hood that is not properly balanced can result in:
o Slippery floors.
o Grease buildup in areas outside of the kitchen.
o Smoke buildup in the store.
o Entrance doors that are difficult to open or open on their own.
To help with the balancing of the hood system in the store, the thermostat fan should be set to "on."
If the fryers will not turn on, you should check to make sure the power cord is fully plugged in the back or if the drain valve is fully closed, and/or make sure the gas hose is properly connected. If the fryer filter returns oil slowly, you should check to make sure the waffle rack is below the filter paper, the strainer cap is tight and clean, and/or make sure the filter paper is not too dirty.
If the fryer filter will not start, you should check the filter pump circuit breaker or check the motor thermal overload.
If the grill will not start, you should :
o Check to make sure the power cord is fully plugged in.
o Make sure the gas line is properly connected and the gas shut-off valve is open.
o Check to make sure a circuit breaker has not tripped.
When cleaning the grill it is never okay to use chemicals, ice, steel wool pads, or soda.
It is never acceptable to clean the bread grill before 10:00 PM
Brand and Food Safety Control
Food Safety and Standards
Cold foods must be stored between 33-41 Fahrenheit degrees.
Hot foods must be stored above 140 Fahrenheit degrees.
Always change gloves after leaving the kitchen or if gloves become dirty.
Food products must be stored at least six inches off the floor.
White buckets are only used to store potatoes, salt, and sugar only.
You need three sinks for dishes.
Orange buckets should only be used for grease and cleaning.
Each store must have at least two sanitizing buckets located in the prep and kitchen areas.
The potato board should provide the city, state, and farm where the potatoes were grown.
Each store must have three stacks of each type of cup at each register.
Each store must have at least two boxes of peanuts, at least ¾ full at all times.
Bread, maintenance, pest control, MSDS sheets, crisis management control plan, health inspection, and audit binder are the log books that must be maintained in all stores.
Audits are performed once every quarter.
If not busy, the manager should walk through the store with the auditor.
Dated bagged potatoes, bulk oil, and bulk peanuts on display in the dining room will assist you in a better score on a Steritech audit.
The audit should last approximately two hours.
Once an audit is complete, the store manager should take immediate action to correct all non-critical and critical violations. They should also keep a copy of the complete audit report, and review the audit with the staff.
Corrective actions will become delinquent at midnight on the second calendar day.
A high risk score is one with three or more critical violations or a 79 or lower.
New stores will have their first audit announce two weeks in advance.
A FIVE GUYS store gets shopped twice a week.
A store can be shopped anytime the store is open.
It usually takes 48-72 hours to get shop results.
The purpose of the program is to create a culture where each employee feels personal ownership.
The secondary purpose of the program is to get the customers' perspective.
A phantom shop is a night shop that occurs 30 minutes prior to closing, to make sure the store is not performing closing procedures early.
A store will receive a phantom shop once every quarter.
Should you ever need to give feedback on the rewards program or a specific shop, contact your district manager or the FIVE GUYS marketing department.
If an error occurs on a shop that is not opinion based, FIVE GUYS will review the shop and request an adjustment.
Dealing With the Health Inspector
The manager should walk through the store with the health inspector.
If there are any problems that can be fixed, fix them immediately.
Answer any questions the health inspector asks.
After the Health Inspector Has Left the Store
Fax the complete Health Inspection (with store#) to the Five Guys Enterprises, LLC corporate office within 48 hours (Fax number: 703-339-9501).
Place a copy of the Health Inspection in the red "Operational Safety" binder under health inspections.
Put together and implement CORRECTIVE ACTION PLAN for all items cited that were not able to be corrected immediately.
P.O.S/ Customer Service
Every customer should be greeted in a polite and sincere manner.
We do not use "canned" greetings such as, "Hi, welcome to Five Guys."
We do not wear name tags.
Radiant training takes place as close to the opening as possible. It is very important that all certified managers are there for the training.
When doing anything on radiant, you must fill out all areas in red.
It is okay to make the clock-in number and the POS pin numbers the same.
The POS pin allows the employee to run the register.
The clock in pin allows the employee to clock in.
Before you can do EOD on the computer, you must settle all of the shifts on the register and complete EOD on the register.
You have to do EOD and SOD every day.
The primary reason for EOD on the computer is to check your financials.
The primary reason for SOD on the computer is to check the time punches.
Adding in the deposit at the terminal makes it easier to do EOD on the computer and also generates more accurate reports.
If you type in information wrong and settle the shift, you will be able to correct it later on in the computer.
If an employee forgets to clock in, you can manually clock them in at the register terminal or put his/or hours in on the computer. If the printer in the kitchen stops working, you should turn off all the printers then turn them back on and make sure all of the cables are plugged in correctly at the printer and terminals.
If the registers freeze up, before calling RDS, you should disconnect the power and let it reboot.
DM Contact Report
Completed by the store's DM every month.
Covers the entire store A-Z and is sent to FGE for review.
What is the proper technique for cooking burgers?
Place the patty on the grill. Separate the patty from the grill. Wait for the edges of the patty to turn gray. When the edges turn gray, flip the patty and even it out with the patty press one time only. Separate the patty from the grill. Wait for blood to rise to the top, when you see a good amount of blood, flip the patty. Continue doing this until you see clear juice, when you see this, the patty is done.
What is the proper technique for cooking fries?
Pre-cook the fries until they change color slightly (approximately two and a half minutes). Let the fries sit on the racks or above the oil until they appear dull and become soft and limp (at least two and a half minutes). Drop the fries in the oil until they begin to float (approximately two and a half to three minutes). The color of the fries is not a key indicator as it will vary with the type of fries we are using as well as with the age of the oil.