Drivers

Please read the manual as instructed by your manager and take the quiz located beneath it.

 

Welcome! As a new member of the LaRosa’s family, you are a valuable member of a Team committed to success. Our commitment starts with an effective training program. This manual, your training team, and a company with a 60+ year track record of putting smiles on people’s faces are all tools and resources readily available to assist you in achieving all of your personal and professional goals.

The LaRosa’s Team is typically divided into the following positions

(your pizzeria may be different):

  1. General Manager

  2. Assistant Managers

  3. Kitchen Service Team

  4. Dining Room Service Team

  5. Carryout Service Team

   6. Delivery Service Team

“Everyone must work as a service team to deliver High Quality Food and Service during Every Guest Experience - Teamwork is the key ingredient at LaRosa’s”

Teamwork

Some Examples of Teamwork:

  • Everyone works together creating a warm, friendly, and inviting environment for our Guests and Team Members.

  • No job is too small or meaningless.

  • The “It’s not my job” mentality is not a LaRosa’s way of thinking.

Some Results of Working as a Team:

  • Tasks get completed more efficiently and with better results.

  • Everyone’s job is easier and more manageable.

  • Consistent, High Quality Food and Service.

The “Buddy System”

We deliver to hundreds of Guests every day. In order to achieve our goal of providing each Guest with Great Customer Service, all of our Team Members must work successfully together as a team. In order to accomplish this goal, a simple tool that LaRosa’s utilizes is the “Buddy System.”

 

The concept behind the “Buddy System” is simple – all Team Members assisting each other as “Buddys” to ensure great Customer Service.

 

Good Communication is the key to Seamless “Buddy System” Service.

6 Actions of a Good Buddy

  • Group orders together under delivery heat lamp

  • Help cooks prepare food when not busy delivering

  • Keep parking lots clean

  • Assist with “Side Work” duties

  • Assist in the dish area

  • Give an enthusiastic “Thank You & Goodbye” to all Guests

 

The “Buddy System” is Service Teamwork.

Teamwork divides the task and doubles the success!

 

Great Customer Service

All Team Members at LaRosa’s play a vital role in providing our Guests with great customer service. Our ability to work together, as a team, to prepare, serve, and deliver high quality, great tasting food in a sparkling clean environment is a key part of Great Customer Service. Do your best every day to meet these high standards. Great service will help our valued Guests make the choice to return to LaRosa’s time and time again!

Food Safety Culture at LaRosa’s

Food Safety is vitally important to our entire chain. All of our Team Members must know and practice the proper food safety procedures, and keep food safety a top priority at all times! 

Do your part as a Team Member to help facilitate a food safety culture in your pizzeria by developing and maintaining excellent food safety habits. The following tips are typical of a “Food Safety Culture.”

 

Attributes of a Food Safety Culture

  1. All Hazard Analysis of Critical Control Points (HACCP) procedures are followed.

 

What is H.A.C.C.P.?

The acronym H.A.C.C.P. stands for Hazard Analysis of Critical Control Points, which is a prevention-based food safety system. 

  • HACCP systems are designed to prevent the occurrence of potential food safety problems. 

  • These systems identify and monitor specific foodborne hazards, which can adversely affect the safety of food products. 

  • The hazard analysis serves as the basis for establishing Critical Control Points, or CCP’s. CCP’s identify those points in the process that must be controlled to ensure the safety of food.

 

Critical Control Points (CCP’s)

Below you will find an overview of some critical control points for a

LaRosa’s pizzeria:

 

  • Receiving

  • Storage

  • Preparation

  • Cooking

  • Holding

  • Cooling

  • Reheating

  • Preparation areas, work areas, and cooking utensils are always kept clean

       and sanitary.

  1. Temperature Guidelines are followed:

    1. Food products are held and stored at proper temperatures.

  2. Food products are stored in appropriate NSF (National Sanitation Foundation) containers.

  3. Food products are discarded when they are no longer eye-appealing or when their shelf life expires.

  4. Pizzeria Team Members practice good hygiene habits, are in good health, and safely handle and prepare food.

 

Handling Ready-to-Eat Foods – Gloves, Tongs, or

Deli Paper

Ready-to-eat foods are foods that will not be cooked or receive further cooking before serving. Some examples are lettuce, salads, tomatoes, croutons, onions, lemons, and ice. Ready-to-eat foods are highly susceptible to foodborne illness; specifically through cross-contamination and there is also an increased chance of foodborne illness with the preparation process of ready-to-eat foods.

 

The Food Code requires that when preparing all ready-to-eat food (ready-to-eat foods are those which will go directly into the Guest’s mouth), a barrier must be used to prevent contact between the bare hand and the food. The barrier used can be gloves, tongs, or deli paper. For example, a Team Member transferring salad into a salad bowl must use a barrier. Not using a barrier is a critical violation of the Food Code.

 

LaRosa’s specifies the use of Blue colored non-latex gloves as an extra safeguard against gloves accidentally becoming torn and “lost” in the food.

  • Never use gloves as a substitute for handwashing.

  • Hands must always be washed prior to putting on gloves. 

  • Gloves used to handle food are for single use only and should never be washed and reused.

  • Gloves must always be available and should be put on immediately after washing hands. All open wounds on hands, arms, or neck need to be covered with a bandage at all times. 

 

ALWAYS wash hands and change gloves:

  • As soon as your gloves become soiled or torn.

  • Before beginning a different task.

  • At least every four hours during continuous use, and more often

when necessary.

  • If gloves become contaminated. Contamination can occur after coughing, sneezing, taking out the garbage, and in between preparing food items.

  

The following positions prepare ready-to-eat foods and must

use a barrier:

  • Hoagy Station

  • Salad Station

  • Prep

  • Servers

  • Appetizer

  • Bar

 

Our 2 biggest food categories at risk that handle ready-to-eat foods are salads and hoagys. Things to remember when working these stations and whenever handling ready-to-eat foods are:

  • Practice good hygiene.

  • Team Members must wear clean clothes and clean aprons as a barrier between their clothing and food preparation.

  • Practice FIFO (First In - First Out) practices when handling all food.

  • Double date all prepped items with date opened and discard date.

  • Do not top off ready-to-eat ingredients with fresh items.

  • When preparing salads, always use salad tongs and utensils, or gloves.

 

Cleaning and Sanitizing

 

Cleaning: Removes food and other types of soil from surfaces such as a counter top or plate.

Sanitizing: Reduces the number of pathogens on clean surfaces to a safe level.

 

To be effective, Cleaning and Sanitizing must be a 4-step process

where surfaces are:

  1. Cleaned

  2. Rinsed

  3. Sanitized

  4. Allowed to air dry

 

Cleaning & Sanitizing Tips/Recommendations:

  • Regularly clean equipment and work surfaces with hot, soapy water.

  • Rinse with clean water.

  • Sanitize equipment and work surfaces with no-rinse sanitizing solution that can be sprayed on or applied with a towel that has soaked in sanitizing solution.

  • Clean and sanitize all work surfaces, utensils, and equipment before and after handling food products and when switching from one product to another.

  • When using cleaning products, always follow the directions. Always ask a Manager if you are unsure of the proper procedures.

  • Cleaning only removes soil – Surfaces need to be sanitized in order to

       remove bacteria.

 

Sanitizing Solution Requirements:

  • Sanitizing Solution Buckets must be setup daily throughout the restaurant

before handling any food product (at each station). The Sanitizing Solution Buckets all need to be properly labeled, contain sanitizing solution

(300 ppm of quaternary-ammonium solution or 100 ppm of chlorine) and

a clean towel. Sanitizing solution must be changed at least every 4 hours. Towels must be stored in the sanitizer solution.

 

Monitoring and Maintaining Proper Food Temperatures – Temperature Sheets

Temperature sheets are the journals that each pizzeria keeps on equipment and steam table temperatures to ensure that food is always held and stored at the proper temperatures. By taking temperatures throughout the day, management can proactively monitor and react if a piece of equipment is out of temperature, or if a product temperature is out of the acceptable range.

 

Proper Food Code Temperatures:

 

0°F (+/-5°F)              Freezer Storage

34° – 40°F                Refrigerated Storage

41° – 135°F              Temperature Danger Zone

140° – 165°F            Hot Holding

It’s important to notify your manager

if any of your food products are not at the proper temperature at any time during your shift!

Temperature Danger Zone

 

The best defense against foodborne illness is to limit the growth of bacteria. The Temperature Range of 41°- 135°F is referred to as “The Temperature Danger Zone.”

 

It is important to move food through this temperature range as quickly as possible when heating or cooling product to help limit the growth of bacteria. In this range, bacteria can grow rapidly and produce toxins. Follow all Food Safety Guidelines to move all food through the “Temperature Danger Zone” as quickly as possible.

Tips for Avoiding the “Temperature Danger Zone”:

  • Keep hot food hot and cold food cold.

  • Don’t let food sit in the window too long.

  • Only store food in appropriately sized, approved, National Sanitation Foundation (NSF) containers.

  • Hold salads and soups at proper temperatures.

  • When prepping food items, don’t allow food to sit unattended at room temperature for any period of time. Place item(s) back into refrigeration to maintain safe temperatures until able to resume food prep.

 

Steam Table Heating, Hot Holding, Cooling Procedures

 

Heating

  1. Water in the steam table must reach 180˚F before placing product in the table for heating.

  2. Products to be heated must be placed inside a scorch bag inside a stainless or lexan pan for quality assurance.

  3. For proper heating, products must be stirred frequently in order to reach an internal temperature of 165˚F within 1 ½ hours.

  4. If an internal temperature of 165˚F can’t be reached within 1 ½ hours, the product must be removed from the steam table and an alternate heating method used, such as microwave or stove, to rapidly heat the product.

 

Hot Holding

  1. Once product reaches 165˚F the temperature must be adjusted so as to hold the product between 140˚F and 165˚F.

  2. Temperatures above 165˚F will cause food products to breakdown and/or scorch, destroying the quality and flavor of the food.

  3. NEVER mix old product with new product.

 

Cooling

  1. 1 ½ hours prior to the closing time, break down the steam table to begin cooling steam table products.

  2. Change into smaller clean pans and place no more than two 1/3 pans or four 1/6 pans, into a bus pan filled with ice and water; enough to completely surround the containers, up to the level of the food products.

  3. Stir products frequently, leaving lids off to promote cooling.

  4. There are two checkpoints in the cooling process to ensure food safety.

  • 1st Checkpoint - Products must reach 70˚F within 2 hours or must be discarded.

  • 2nd Checkpoint - As long as the products reach 70˚F within 2 hours, the products must then reach 40˚F within the next 4 hours or be discarded.

  • If product is below 70˚F but above 40˚F, it must be placed back into an ice bath and placed in the walk-in without a lid. It must be placed so nothing is above it, i.e., on a top shelf or on a bus cart and must remain uncovered so the product reaches the proper temperature within the next 4 hours.

  • Total cooling time may not exceed 6 hours or the product

       must be discarded.

 

 

Product Rotation – First In, First Out

“First In, First Out” product rotation (FIFO) is an easy and effective way to ensure we are managing food items received and prepped throughout the Pizzeria. All products must contain a prepped/opened date (or received date) and a use by date. Once dated, the products are rotated and used based on the dates – this helps maintain food quality for our Guests and helps manage inventory.

 

Dating Product

Dating product is an important way to make sure that the food we serve is fresh.  Team Members can make sure to follow the First In First Out (FIFO) rule if there are dates to go by, to make sure the oldest product is used first. 

 

Procedures To Follow To Ensure Proper Dating

  • When product arrives at the pizzeria from the vendor, immediately date

       the product.

  • Every item out of its original container must be dated and stored in an NSF approved container, whether it is under the pizza table, in the walk-in, a lasagna portion, a salad container, or a dressing cup.

  • Shelf life sheets are posted around the pizzeria so you can become familiar with the shelf life of products.

FIFO ROTATION – MUST CONTAIN

  • Product name.

  • Date the product was prepped / opened.

  • Use by date. (Use shelf life sheet to obtain this information.)

Additional information that may be added:

  • Time the item was prepped.

  • Initials of person who prepped the product.

Remember the FIFO (First In First Out) rule – Use Older Date, etc., before you make a new batch or before using a newly prepped item.

Ice Handling – The Forgotten Food

It’s easy to forget about keeping ice safe, but ice has been linked to several

foodborne outbreaks across the country. It’s a common misbelief that the cold temperature of ice kills bacteria. However, bacteria in ice are “preserved” until conditions are more favorable for growth. Viruses are another threat because cold does not affect them at all.

 

Often, the cause of illnesses linked to ice is handling ice with contaminated hands or utensils. Contaminants are then on the ice, which can be further spread to beverages or foods stored on ice. 

 

A few simple practices can keep ice safe:

  • Never use a glass to scoop ice. Glasses can break in the ice and injure Guests and Team Members. Always use an ice scoop with a handle so that your hands, which may contain germs and bacteria, do not contaminate the ice.

  • Store ice scoops outside the ice machine in a sanitary, protected location.

  • Use a clean, sanitized container and ice scoop to transfer ice from an ice machine to other containers.

  • Never let your hands come in contact with ice.

  • Hang or store ice containers upside down and off the floor so they can dry properly and prevent from becoming unclean.

  • Never set ice bucket or container on the floor.

  • Finally, and perhaps most importantly, clean and sanitize every utensil used in the ice bin and in the ice machine regularly, every four (4) hours or

       more often.

 

 

Delivery Driver Safety

 

#1 LaRosa’s Rule: WORK SAFELY

 

LaRosa’s takes safety very seriously - it is the #1 core value of our company. Guidelines have been established to reduce the risk of injury and to act as a guideline in the event of an emergency.

                     

Delivery Driver Expectations

As a LaRosa’s delivery driver, it is important to work safely at all times.

  • Vehicle is Clean and in Good Repair.

  • Follow all Traffic Laws and Safety Rules.

  • Follow all Recommended Cash Handling Tips.

  • Make Customer Call Backs/Courtesy Calls.

  • “Work Smart” – Inform your manager of any dangerous situations/faulty equipment, etc.

  • Do not bring glass containers into food preparation areas.

  • Mop up spills immediately. Use a “Wet Floor” Sign to heighten awareness of wet areas.

  • Keep storage containers at least 6 inches off the floor & away from equipment.

  • Use caution at all times on the road.

  • Never leave your keys unattended in your vehicle.

  • Carry a Flashlight in your vehicle for dimly lit streets/houses.

 

Working with Knives

When handling knives, ALWAYS adhere to the following rules:

  • Always use a clean and sanitized knife.

  • Use a correctly sized knife for the task.

  • Always cut away from your body.

  • Never point a knife in the direction of another Team Member.

  • Always hand knives by transferring the handle with the sharp end down.

  • Always use a cutting board placed on a flat surface.

  • Set dirty/used knives in designated area of dish station.

  • Store clean knives in their designated area.

 

Fire Safety

In the event of a Fire emergency, stay calm and IMMEDIATELY:

  • Notify a Manager so that 911 can be called.

  • Contain small fires with the appropriate class fire extinguisher.

  • Use only an appropriate class fire extinguisher on a grease or electrical fire;

DO NOT use water.

  • In the event of a grease or electrical fire that can’t be contained with the use of an appropriate fire extinguisher, you might need to activate the “Ansul Fire Suppression System” on the way out of the pizzeria. Ask your Management Team for additional information.

Courtesy Calls

Another way to ensure a safe environment while delivering food is to call the Guest before leaving with their order - a Courtesy Call. A Courtesy Call enables Guests to be prepared for delivery and provide an opportunity to clarify any special requests or directions if needed. The driver may ask the Guest to turn on exterior lighting after dark – hopefully limiting unnecessary “searching for the house.” 

Courtesy Call Tips:

  • Take a few seconds before walking out the door with a delivery to call your Guest and let them know you are on the way – most Guests will really appreciate the phone call.

  • Introduce yourself (just like a server in the dining room) – “This is _______ from LaRosa’s, I’m leaving the pizzeria now and will be there shortly.”

  • In the evening, ask Guests to please turn on their porch lights/outdoor lighting.

      Delivery Driver Vehicle Safety Recommendations.

 

Safety is the number one priority at LaRosa’s. As a delivery driver, you should follow all Safety Recommendations while working in the pizzeria and most importantly while on the road delivering food.

Vehicle Safety Tips

  • Always wear a seatbelt & obey all traffic laws.

  • Don’t use your cell phone when driving.

  • Don’t leave keys in the vehicle.

  • Always keep a map in the delivery vehicle.

  • Full tank of gas/updated vehicle maintenance.

  • Clear visibility out of all windows.

  • Keep a working flashlight in your vehicle.

  • Check your windshield wipers.

  • Check your windshield wiper fluid levels.

  • Check your tire tread.

  • Check your battery life.

How to Check your Tire Tread

  • Using a penny, place the Lincoln penny head down in the groove of the tire.

  • If you can see the top of Lincoln’s head, you have less than 2/32 of an inch of tread depth and tire replacement is recommended.

    • Check in several grooves around the tire to get an average.

 

Automobile Accidents

In the unfortunate event of an accident, follow these recommended procedures while on the road delivering for LaRosa’s.

 

Report the Accident

  • Contact the police & report the accident.

  • Contact your pizzeria to inform the Manager on duty about the accident.

 

Accident Scene Procedures

  • Delivery driver should not move their car until instructed to do so by the police.

  • Delivery driver should not try to establish fault or discuss the accident
    with other parties at the accident scene other than the police (or to get witness information - this action is usually done with police assistance).

  • If it is a hit & run accident, the delivery driver should try to get as much helpful information as possible for the police, (i.e., license plate number, make, model & color of the vehicle, name and phone numbers of any eyewitnesses).

 

Pizzeria Recommendations May Vary. Work with your Management Team for information regarding your Pizzeria’s Accident Procedures.

 

Bad Weather and Snow Streets

During severe weather, ice or snow, it may become necessary to restrict delivery to certain streets which become hazardous under those conditions. Your Owner or General Manager will have determined a list of these streets and will have submitted them to the Guest Service Center. The manager on duty will evaluate the need to implement these “Bad Weather” streets based on weather conditions.

 

Driving In Bad Weather – Tips for Delivery Drivers

  • Decrease your speed and leave yourself plenty of room to stop. You should allow at least three times more space than usual between you and the car in front of you.

  • Brake gently to avoid skidding. If your wheels start to lock up,

       ease off the brake.

  • Be especially careful on bridges, overpasses and infrequently traveled roads, which will freeze first.

  • Run the air conditioner to remove moisture from the inside of the windshield.

  • Turn on your lights to increase your visibility to other motorists.

  • Keep your lights and windshield clean.

  • Don't assume your vehicle can handle all conditions. Even four-wheel and front-wheel drive vehicles can encounter trouble on winter roads.

  • Don't pass snow plows and sanding trucks.

  • Be prepared for the worst – in case of an accident, always have your insurance information with you and keep a blanket and flashlight in your car.

 

Winter Driver Vehicle Safety Reminders

  • Delivery drivers should make sure they have the following items in their vehicles in case of an emergency – especially during cold weather

       and snow.

  • Jumper cables

  • Several bottles of water

  • Blanket

  • Extra gloves and hat

  • Rock salt

  • Small shovel

  • Window scraper

  • Extra windshield washer fluid

  • Lock de-icer

  • Paper towels or cloth towel

  • Flashlight

  • Emergency flares

  • First Aid kit

  • Cell phone

      (carried with you)

  • Instant pocket warmers

  • A non-perishable food item

 

Reach Out and Make Smiles Service

 

A big part of what makes LaRosa’s Family Pizzeria special is our Guest Service. We treat our Guest like family. The foundation of our Reach Out and Make Smiles Service philosophy begins with the 4-A’s of Service.

 

LaRosa’s 4-A’s of Service

As a Driver, be sure to incorporate the LaRosa’s 4-A’s of Service at ALL times to Reach Out and Make Smiles!

               

  • Attitude

  • Appearance

  • Accuracy

  • Appreciation

            

LaRosa’s has a rich culture of great people working together in a family environment. We pride ourselves in taking care of all LaRosa’s Guests and Team Members.

 

Delivery Driver Responsibilities to Guests

Delivery drivers are “LaRosa’s Servers on the Road.” Guests that choose LaRosa’s Delivery expect their food to be delivered to them in a timely manner, at the appropriate serving temperature, and as eye appealing as the same great food we serve in the dining room. Delivery drivers act as LaRosa’s service ambassadors and company representatives. Do your best every day to provide Great Food and Great Service during Every Delivery Guest Experience.

 

Each and every time a Guest chooses LaRosa’s over one of our competitors, they place their money and trust in our ability to provide excellent food with exceptional service.

 

It is the responsibility of all LaRosa’s Team Members to consistently meet the needs of all of our Guests. Follow these guidelines to provide high quality customer service during every LaRosa’s experience.

 

Delivery Driver Team Member Responsibilities to Guests

Take Pride in your Work – Uniform – Vehicle. ALWAYS Smile & Say Thank You. Always check the food for quality and accuracy.Remember all “Side Items.”Always use the right Packaging.Deliver Food in a Safe and Efficient manner.Use Customer Service Skills to Make Every Guest Feel Special.Orders for Delivery can often arrive rapidly at your pizzeria. It is very important that the orders are handled in an organized manner (following the organizational methods of your location). All Delivery items should be checked and double-checked after arrival from the kitchen. Our Guests expect their food order to be correct; eliminate unnecessary return trips and make sure that the food is always right & eye-appealing.

 

Double check salads, side items, and 2-liters of soda before leaving
the pizzeria.When bagging the order, place “Hot Food” items into warming pouches for delivery and check to make sure that all food items requested with the order have made it into the proper pouch!

 

Hot food must be kept pouched separately from cold food and always delivered to the Guest’s door in a pouch. Keep “Cold Food” items separate from “Hot Food.”Bag multiple 2 liters and 20 ounce soft drinks together,making sure not to drop or shake them. < >To stay organized, only put one order per pouch.Customer Service Tip: To keep Guests happy and deliveries timely, limit the number of orders per run to a maximum of 2.

 

Check the Map and the Courtesy Call

Your pizzeria will likely contain a “Wall Map” and/or “Map Books” available as references to the outlined “Delivery Area.” Use these tools as often as possible to consistently plan out the most efficient route for deliveries.Maps will be sectioned off in Quadrants (Map Coordinates) so that orders can be easily grouped together by the Map Quadrants that are located on the order tickets.We recommend that prior to departing for a delivery run, delivery drivers make a brief call to the Guest letting them know that their order is leaving the pizzeria. Call Backs are a great customer service tool and can also be used as an opportunity to verify directions, check for coupons, inform the Guest of the total, and to request that lights be turned on in the evening. Make sure to say “Thank You” and tell the Guest you will be there shortly.Follow all Delivery Safety Recommendations while on the road.All drivers should be able to execute delivery business in an organized and timely manner while efficiently handling the needs of every Guest. It is important to deliver every food item at its proper temperature. HOT food delivered HOT and COLD food delivered COLD!

 

Along with the appearance of the drivers, delivery pouches also play a big part in our first impression with delivery Guests. Ice cream must be delivered in a cooler. Pouches must be kept clean and in good repair. Please let your manager know when pouches become worn or stained.

 

Car Top Signs & Flags While Delivering  

 

LaRosa’s drivers use a lighted LaRosa’s sign or LaRosa’s flag when delivering orders. The signs & flags are a great way to remind your Guests that LaRosa’s delivers to their community for lunch and dinner!

 

Guest Interaction

It is important for delivery drivers to consistently have a positive, upbeat attitude during all Guest interactions. Our ability to deliver Great Tasting LaRosa’s Food with Great Customer Service will result in repeat business from our Guests. Delivery drivers are often the only LaRosa’s Representatives our Guests have contact with and it is important to provide our “off-premises” Guests with high quality, timely customer service right to their front door.

 

Menu Knowledge and Guests Questions

Delivery drivers have a responsibility to correctly answer any menu questions our Guests may ask during their delivery interaction.  It is important for all drivers to know the basic information about LaRosa’s, including our menu and all current special offerings.

 

Tips For Making Delivery Guests Feel Special:

 

Make “Courtesy Calls” before delivering, especially if you are unfamiliar with the location or if it is a new customer (noted on the ticket).Follow all instructions in the “NOTES” area of ticket.Be respectful of Guest’s homes and property. Use sidewalks – Don’t take a shortcut through lawns or landscaping.See a newspaper, bring it to the door.You may want to Reach Out and Make Smiles to our furry friends by carrying dog treats.

 

Talk with Guests about New Items/Promotions.Refrain from going into Guest’s homes. 

How to Read a Ticket

Below is an example of a Delivery order ticket, showing you where the order #, total amount due, special notes, and food items to be made are located.

Familiarize yourself with product abbreviations to help ensure order accuracy.

 

 

Congratulations on completing your LaRosa’s driver training manual!  Please answer the following questions.

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Minimum Delivery Amount

All LaRosa’s, Inc. pizzerias are set at a $10.00 minimum delivery, which is the recommended delivery minimum.

 

Delivery Charge

LaRosa’s charges a standard delivery charge for every delivery transaction.

 

Driver Computer Functions

The Dispatch computer is vital to our delivery operations. All driver functions are accessed from this terminal. Many of these functions are available to everyone; others are restricted to Managers only. 

 

Driver Display Screen

The Driver Display screen provides a real-time view of the number of orders and the age of those orders currently in the pizzeria. The drivers usually operate on a first in - first out rotation, prompted by the order of drivers at the bottom left of the screen.

 

Logging Out an Order (AWAY Order)

  • Swipe the Driver SLICE Card or depress the fingerprint scanner to log in – the driver’s name will appear above the lower window.

  • Tap the order (or orders) that the driver will be taking. The orders will highlight blue.

  • If the wrong order is selected, tap it a second time to remove the selection.

  • Tap the AWAY button.

  • Notice that in the lower window, the driver has turned green and has been marked as Away.

 

Logging In an Order (DELIVER Order)

  • Swipe the Driver SLICE Card or depress the fingerprint scanner to log in – the order(s) that the driver took will appear in the bottom window.

  • Tap an order.

  • Tap the PAY button from the bottom action bar.

  • Apply the payment.

    • For Cash Payments:

      • Tap the QUICK CASH button in the upper left-hand corner

  • of the screen.

  • For Credit Card Payments:

    • Tap the RED pre-authorized credit card payment.

    • Tap the COMPLETE button in the right-hand window.

    • Add the tip (0 if no tip) and press the return button.

    • Tap the COMPLETE ORDER button on the top row.

  • If the driver took multiple orders, press the CURRENT ORDERS button on the bottom action bar to return to their list.

  • Repeat steps 3 and 4 as necessary to apply payments.

  • Press the LOGOUT button.

  • Notice that in the lower window, the driver has turned white and has been marked as Ready.

  •  

  • End of Shift Report (EOS)

  • Swipe the Driver SLICE Card or depress the fingerprint scanner to log in.

  • Tap the EOS button.

  • The End of Shift report will print.

    • The EOS report is not posted until the end of the day. It will continue to accumulate orders until the end of the driver’s shift. If the driver works a split shift, the EOS report at the end of the second shift will summarize the entire day.

 

Delivery Service Sequence

Our standard delivery quote time is 30-40 minutes. Your Manager may adjust quote times to better accommodate the flow of business, which can be affected by issues such as bad weather, traffic, and staffing.

 

Stay aware of delivery times throughout the rush so that you know if a quote will be missed before the allotted time is realized. If you know that you are about to miss a quoted delivery time, be honest and contact the Guest personally. Guests are more understanding if you give them a call when you’re running behind.

 

  • Collect food and beverages – Make sure all items on the order are accounted for.

  • Double check for accuracy – Delivery food items should be ready, checked, and pouched within 14 minutes of receiving the order at the pizzeria.

    • Remember to keep hot items hot and cold items cold.

  • Away the order – “Away” the order in the computer as you are leaving on the delivery run.

  • Deliver food to Guest – Remember to Reach Out and Make Smiles at all times while out on the delivery.

  • Safely drive from your pizzeria to the Guest’s residence.

  • Legally and courteously park your vehicle when you arrive.

  • Greet every Guest with a Smile and “Hello”, remembering to follow any special instructions on the ticket regarding meeting places, etc.

  • ALWAYS present the food to the Guest in the pouch.

 

Customer Service Tip: As you remove the food from the pouch and hand each item individually to the Guest, tell them the name of the item. For example; “Here is your Large 14” Deluxe Pizza…”

Payment & Thank You

  • Efficiently process the payment transaction with your Guest.

  • Always assume the Guest wants change. NEVER ask, “Do you want change?” The Guest will let you know if you are to keep any or all of the change as a tip.

  • Be sure to say, “Thank You” and invite them to order again

      in the future.

  • Then say, “We hope our food and service makes you smile today. Can you please take a second and let us know if we met our goal? Please go to larosaslistens.com and let us know how we did. Thank you.”

  • Sometimes a Guest will forget to tip you (or may choose not to

       tip at all). Kids, pets, other distractions… you’ll never know why. Please understand that will happen on             occasion. Smile and thank the Guest regardless, and move on.

  • Arrival back at pizzeria – Enter into the computer that you have “Delivered” the order. This action indicates to the computer that you have successfully delivered the order and returned to the pizzeria. It also places you back into the rotation to receive another delivery order.

  • Cash Drops – Your Pizzeria should have procedures for cash drops for delivery drivers. It is important that all delivery drivers follow these procedures and adhere to all Management requests for cash handling.

 

Be alert to Suspicious Persons loitering at, or around ANY delivery address. Trust your instincts! If you feel like something is wrong, Do Not Deliver and call your pizzeria manager.

 

Cash Handling & Coupons

As a delivery driver you act as your own cashier. You are responsible for all money, credit card vouchers, traveler’s checks, coupons, and receipts during every shift.  In order to make change, we recommend that delivery drivers begin each shift with a “Bank” of twenty dollars (This is personal money that should be supplied by the delivery driver – In most cases, “Driver Banks” will not be provided by your pizzeria). A typical bank consists of two $5 bills, eight $1 bills, and $2 of miscellaneous change, including pennies. Report to work every shift with the appropriate “Driver Bank” counted, organized and ready to make change for the first delivery Guest.

 

  • When assembling your “Driver Bank” or counting change for a Guest; always count it twice to ensure accuracy. 

  • Make sure your “Driver Bank” includes a supply of Paper Money and Coins to make change.

  • Paper money and credit cards don’t make any noise – Stay Organized and be aware of your pockets and surroundings while making change.

  • Keep your money and credit card slips organized. Your pizzeria is not responsible for lost or stolen money – Be Safe & Stay Organized at all time!

 

Delivery Driver Cash Handling Safety

  • Drivers should not carry more than $50.00

  • Do frequent Cash Drops throughout your shift; after each run.

  • Tickets will note (whenever possible) that a Guest is a paying with a larger bill i.e., $100.00.

  • Don’t carry personal items, credit cards, or personal cash while delivering food.

  • Keep all cash, receipts, and coupons organized at all times.

 

Credit Cards and Check Handling

Work with your Management Team to identify the Credit Card and Check Handling Policies at your pizzeria.

 

Coupons and Discounts

LaRosa’s offers and accepts many different discounts and coupons. Your pizzeria Management Team will walk you through the coupons and discounts accepted by your pizzeria in more detail. 

 

Tipping Policy

The Internal Revenue Tax Code states that you must report 100% of your tipped income (all tips are considered taxable income, including cash tips, credit card tips, and tips from other Team Members, minus the amount you voluntarily tip out to other personnel). 

 

Inaccurate reporting of tips is a violation of the law. Reporting 100% of your tipped income results in higher social security benefits in the future, higher unemployment benefits when needed, and accurate records of your total income earnings when applying for lines of credit or loans. 

  • Team Members must claim 100% of their tips. The SLICE system will automatically claim all of your credit card tips; you will need to enter 100% of your CASH TIPS upon clocking out.

  • If you happen to incorrectly enter tips notify management.

 

Your Pizzeria Recommendations May Vary. Work with your Management Team for information regarding your Pizzeria’s Cash Handling Practices.

 

Guest Requests

LaRosa’s goal is to accommodate all Special Requests from Guests. Do your part and work with your pizzeria management team to fulfill special requests.

  • Typically, Special Menu Requests tend to be slight modifications to existing menu items. Other menu requests include modification to food preparation that usually addresses food allergen concerns.

 

Nutrition, Ingredient and Allergen Information Requests

LaRosa’s, Inc. compiles and maintains a Nutrition, Ingredient and Allergen list for all our food products. If a Guest requests nutrition, ingredient or allergen information, a list should be provided to the Guest for their review and/or review with their doctor. It is available:

  • Online at: www.larosas.com – Nutrition – Nutrition Guide and Ingredient /Allergen Guide

  • In the Pizzeria: Get current list from Management to hand to the Guest for their review.

  • Through the Guest Service Center

  • It is imperative that Team Members DO NOT interpret the information, make assumptions, or supply opinions or recommendations – Only health care providers should give that type of information.

 

Always let the Guest make their own informed decision.

Call 911 immediately if a Guest is having an allergic reaction!

 

A food allergy is the body’s negative reaction to a particular food protein. Depending on the person, allergic reactions may occur immediately after the food is eaten or several hours later. The reaction could include some or all of the following symptoms:

  • Itching in and around the mouth, face, or scalp

  • Tightening in the throat

  • Wheezing or shortness of breath, difficulty breathing

  • Hives

  • Swelling of the face, eyes, hands, or feet

  • Gastrointestinal symptoms, including abdominal cramps, vomiting,

       or diarrhea

  • Loss of consciousness

  • Death

 

Team Members should be aware of the most common food allergens including:

  • Milk and dairy products

  • Eggs and egg products

  • Fish and shellfish

  • Wheat and soy products

  • Peanuts and tree nuts

  • Never judge a request from a Guest. If that is how the Guest wants something, then we will do our best to accommodate them. Our goal is to make the experience personal & unique every time.

 

When Things Go Wrong, It’s Up to You to Make it Right

We’re all human, so we’re going to make mistakes. The difference at LaRosa’s is that you’re allowed and expected to “Make it Right” when mistakes happen. Your #1 Goal is to make your Guests smile. When a Guest isn’t satisfied, you should immediately “Reach Out” and make an “Instant Rescue.” Making an Instant Rescue can make the difference between making a lifelong fan or a completely dissatisfied Guest who tells all his or her friends and never comes back.

 

How to Make an Instant Rescue

 

1.  Stop and Pay Attention

No matter what your role is or what you may be doing, STOP and pay attention to the Guest as they tell you what they need.

Never let a problem go unaddressed.

Complaints are oftentimes due to a simple miscommunication.

 

2.  Listen…Carefully

Let the Guest take as much time as they need to explain the problem.

Never interrupt!

Never judge the validity of a complaint; always assume it is valid.

 

3.  Don’t Offer an Excuse

You’ll be tempted to, but don’t.

No excuses, no detailed explanation of events.

It’s never about right and wrong.

If we don’t give the Guest what they expected, we make it right. Period!

 

4.  Say, “I’m Sorry that happened. Here’s what I’ll be happy
to do for you.”
Saying, “For You,” as part of the solution sends a clear signal that you’re going to make things right for the Guest.
Give the Guest specific solutions to the situation.

For example: “We’ll make you a new pizza the way you want it” or “We’ll be happy to take that off the bill for you.”

 

Fix the Problem Immediately

Reach Out and Make Smiles by immediately fixing the problem.

 

Did We Make It Right?

If not, do what it takes to make it right.

Maintain Your Composure

  • Guests can be emotional when explaining complaints.

  • Complaints are not a personal attack on you.

  • Stay calm, pleasant, and professional to make an Instant Rescue.

MAKE SURE YOU TELL YOUR MANAGER ABOUT ANY GUEST ISSUE SO THEY CAN MAKE A FOLLOW-UP CALL.

“Remakes” & “Revisions” – Righting the Wrong Order

Sometimes mistakes will happen and when necessary, you will receive a ticket for a “Remake” or “Revision.” When this happens, do your best to handle the request efficiently and Reach Out and Make Smiles for your Guest.

 

Temporarily Reprioritize Deliveries (with your Manager’s approval)

Always give priority to “Remakes” or “Revisions.” In most instances, the Guest will be waiting for the corrected food item. Our ability to deliver the food in a timely manner is vitally important. Work with your pizzeria management team to discuss your pizzeria’s policy for delivering Remakes or Revisions.

 

Fix the Problem

Double check all “Remakes” or “Revisions” for accuracy. Oftentimes this is our only opportunity to “Make Things Right” for the Guests. There is nothing more irritating to a Guest than getting incorrectly made food delivered twice! Make the call. Call the Guest and tell them an estimated time that they will receive their remade food items. Quickly and safely deliver the food to the Guest and apologize for any inconvenience. It is NOT our policy to ask the Guest to return the food, nor is it in keeping with our Reach Out and Make Smiles mission.

 

Teamwork

Our ability to consistently deliver Great Food and Great Customer Service begins and ends with our ability to work as a team. In order for Delivery to be a good experience for our Guests, we rely on many Team Members to accept, prepare, and deliver the food – Teamwork is essential! Whenever a delivery driver is not delivering food, it is important to always ask Management and other Team Members if they need any assistance. 

 

Quality Quick Checks

Some pizzerias will randomly contact Guests after their delivery has been received as a “Quality & Service Check”, as an opportunity to check on the quality of the food and overall service experience.

Cost Control

All LaRosa’s Team Members should work closely with Management to actively control costs during every shift. Helping to control costs goes a long way towards adding additional profitability to the restaurant. Listed below are a few of the areas that impact the profitability of your pizzeria.

 

Food Cost

  • Rotate items so they don’t have to be discarded.

  • Avoid over-prepping food items.

  • Use proper portions & measuring devices to meet food manual specifications.

  • Prepare orders correctly.

  • Make sure that you aren’t “throwing money away”:

  • Utensil packets

  • Mints

  • Wrapped crackers

  • Wrapped items

  • Silverware

  • Don’t give out unnecessary amounts of napkins, plates, dressing packets, etc.

  • Don’t carry and risk dropping more than you can safely handle.  

 

Labor Cost

  • Please do your part to prevent unnecessary labor costs.

  • Work smart and complete tasks in a timely manner. 

  • Stay on top of all side-work duties.

  • Close your station efficiently.

  • Effectively work with other Team Members.

  • Clock out while taking breaks.

 

Side Work

 

  •   Sweeping

  •   Mopping

  •   Station cleanup

  •   Restroom cleaning

During your shift, you will be asked to perform opening, ongoing, and closing duties as assigned by your pizzeria management team. These duties will likely include additional tasks outside of the “Driver Responsibilities” including, but not limited to the following (may vary at your pizzeria):

  • Cleaning

  • Emptying trash

  • Re-stocking

  • Filling ice

  • Freestyle cleaning & maintenance

  • Freestyle nozzle, drain & cartridge changing

 

Team Member Station Maintenance Tips:

  • Station cleanup

  • Keep delivery area neat and organized.

  • Organize & stock all TO GO menus.

  • Fold and stock pizza boxes.

  • Pull and cut pizzas.

  • Run food from kitchen to dispatch and carry-out areas.

  • Organize food orders.

  • Stock 2-liters and 20 ounce soft drinks.

  • Change over the red sanitation bucket EVERY “FOUR” hours.

  • Change over submerged red sanitation bucket towels EVERY shift.

  • Keep floors swept.

  • Assist other Team Members as needed.

  • Organize and wipe out pouches.

  • Assist with dishwashing.

Dishwashing 101

As a LaRosa’s Team Member the dishwashing station plays a critical role in food safety in our pizzerias. Guests rely on us to provide clean and sanitized utensils, dishes and equipment. To prevent foodborne illness, it is important to be trained on how to clean and sanitize equipment properly. 

 

Dishwashing Machine Operation

All dishwashing machines should be operated according to the recommendations provided by the manufacturer; your Manager will be able to describe this operation. Keep in mind that no matter what type of dish machine your pizzeria has there are general procedures to follow when cleaning and sanitizing tableware, utensils, and related items.

  • Check dish machine for detergent and sanitizer levels before operating.

  • Low Temperature Machine’s sanitizer concentration must be 50 ppm.

  • Check water temperature.

  • Low Temperature Machine – Wash 120˚F, Rinse 120˚F

  • High Temperature Machine – Wash 150˚F, Rinse 180˚F

  • Make sure tank is filled with clean water.

  • Spray all visible soil from dishes before running through the machine.

  • Rack like items together; don’t run partially full racks.

  • Check dishes for cleanliness and rerun if necessary.

  • Allow items to air dry. DO NOT use a towel to dry as it can re-contaminate the dishes.

 

What Does It All Boil Down To?

 
Reaching Out and Making Smiles: We must come to work every day with a smile on our face and a commitment to preparing and serving the highest quality food to our Guests.

 

Guests will only continue to visit us, when they know the quality of our Food and Service surpasses their exceptions. “Reaching Out and Making Smiles” truly means every one of us has our part to do. When all these parts are executed, using the

4-A’s of Service - Attitude, Appearance, Accuracy, and Appreciation, every

Guest feels special and will be more likely to return. As long as we continue to have Guests patronizing LaRosa’s – we will all continue to be a part of this

Great place to work.

© 2020 BY ONE HOLLAND