Property of Frankie's Burger Enterprises Inc. March 2019 - Fatburger
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Property of Frankie’s Burger Enterprises Inc. March 2019
Fatburger now serving Breakfast!
(Available until 4 pm daily or as per location arrangements)
Delivery Service Partner
Skip the Dishes is North America’s fastest growing food
delivery network. They connect hungry people with
restaurants and local food couriers through a proprietary
algorithm- based food delivery system and technology.
They are not a restaurant, a delivery company or a
traditional online ordering service – their network is a
new and improved way to get food you love to where you are. Skip the Dishes offers full restaurant
menus, ratings and reviews to help guests find and order from many restaurants in their area.
Property of Frankie’s Burger Enterprises Inc. March 2019
Why Home Delivery?
Simply put “Incremental Sales!” That is what this is all about. Reaching a group of consumers that
would not otherwise be ordering from Fatburger. Owners and Operators already have crew
scheduled, so why not receive additional orders?
Making your restaurant available for home delivery is an easy way to attract new guests and
generate more business.
Benefits to Restaurants:
• Receive extra, profitable orders: some locations see a 10- 25% increase in revenue from
home delivery
• No extra work for you: you do exactly what you are doing today – make great food and out
delivery partners take care of the rest
• Gain online exposure – we put your menu online where thousands of guests are looking for
better food delivery options
• The benefit of a delivery service is that owners do not need to hire, train or manage the
couriers
• No advertising or marketing costs
How it Works
Property of Frankie’s Burger Enterprises Inc. March 2019
Getting Ready: Step 1: Purchase a tablet that will be used to access the Skip the Dishes application Step 2: Ensure that your location has WIFI connection to the internet (needed to receive orders on the tablet) Step 3: Fill out information form and send to Skip the Dishes along with a copy of a void cheque Please ensure you include the hours you are able to accept delivery. (Example if you close at 10:00 pm your last order should be at 9:00pm or 9:30pm). Step 4: Skip the Dishes will send you a username and password to access your account through the Skip the Dishes application on the tablet Step 5: Ensure during hours of operation the tablet is stored online with a charging device Step 6: Double check that your POS are programmed for Skip the Dishes and that prices match, PRIOR TO LAUNCH,(Order type key – main screen, Home Del 20% discount key – pay screen, Home Skip payment type – payment screen, Misc. deposit key – function screen) Step 7: Review all pricing on Skip the Dishes website to ensure they are accurate to your location Step 8: Property of Frankie’s Burger Enterprises Inc. March 2019
Tablet training completed by a Skip the Dishes representative Step 9: Fatburger Skip the Dishes training. Contact your FDM or Director of Operations to complete the Fatburger portion of training Step 10: Train your leaders and crew Step 11: Ensure you have the revised Daily Cash Reconciliation Sheet from your FDM Step 12: Start accepting orders and have fun! Let’s Make Money Step 1: Order pending on tablet When an order has been placed for your location, the tablet will make a notification sound. This sound indicates that you have a pending order on the tablet and you need to react. If you are busy Property of Frankie’s Burger Enterprises Inc. March 2019
and do not hear the initial alert for the tablet, Skip the Dishes will have an automated phone call to
your location to make you aware of the pending order(s).
Step 2: Accepting the order
On the tablet you will see a green flashing light indicating you have an order pending that needs to
be confirmed. At this point you have the option of accepting the order for the indicated time or to
select a more suitable time depending on your business levels. This program has a great feature
that allows you to adjust the pickup time by 10 or 20 minutes. You need to select the time before
accepting the order.
Click on “CONFIRM” to accept the order
Step 3: Ring in accurately
Ring in the order correctly. Verify that what had been rung into the POS matches that on the tablet
and ensure the total amount on the tablet matched that on the POS.
Be careful to read the order correctly, ring in accurately including add- on toppings and
modifiers.
Add-on toppings are to be punched in individually (no 2/$1.99 available on
Skip the Dishes). To increase value of the orders all add-on items are rung in
a la carte.
Property of Frankie’s Burger Enterprises Inc. March 2019
Example: Fatburger - add bacon - add cheddar
Fatburger $7.99 – add bacon $1.49 – add cheddar $1.19After punching in the order on the micros and verifying it’s accuracy you need to insert a message (attached to a food product) if there is/are drink(s) included in the order. Select order type “HOME SKIP DISH” You would normally enter “name” for takeout or “#” for dine- in. For home delivery you will enter the last 5 digits of the order number and the time it is to be picked up. Example: #79434 @ 3:30pm **The order number is very important as you do not want to send the incorrect food with the wrong courier. From our experience with Skip the Dishes at Fatburger since March 2015, we have experienced the majority of orders are prepaid on line with very few orders being paid cash. There are separate procedures for the two different payment methods. Prepaid Orders This image of the tablet screen is an example of an order that has been prepaid online. Property of Frankie’s Burger Enterprises Inc. March 2019
This order shows the order to be picked up at 3:30pm. Just as the restaurant is able to adjust the pick- up time before confirming, the driver’s time will also be adjusted. Skip the Dishes has created a great app that is based on GPS. Once the consumer places their order they can then watch an icon (representing the delivery driver) on a map to see when food is picked up and travelling to its final destination. If the driver encounters traffic, car troubles or an emergency the time for pick up will be reflected by this. Property of Frankie’s Burger Enterprises Inc. March 2019
For these steps of how to receive an order we will focus on a prepaid order. How to handle a Cash
order will be outlined further in this guide.
Step 3 continued:
Once at the Pay Screen, use the “Hom Del 20%” key for every Home Delivery order.
This 20% is applied to the bill to have this amount allocated for the Skip the
Dishes 20% fee. It will lower the sub- total by 20%, therefore no royalties or
marketing fees will be paid on the 20% share that Skip the Dishes collects. This is a critical
step as after the day’s close you cannot go back in and adjust the 20% on the closed reports.
After applying the 20% discount you can use the “SEND” or “PRINT” key to send the order through
to the kitchen. Do not call the order out unless it is an immediate pick up (less than 10 minutes) as
in most cases we do not want the kitchen to start cooking the order yet.
Step 4: When to cook the order
Although the chit in the kitchen indicates the original pick up time, the kitchen must ask a cashier
or check the tablet before cooking any product for a home delivery order. Since Skip the Dishes is
based on GPS there are many factors that contribute to the delay or early arrival of a food delivery
courier. “Look before you cook”.
It is imperative that before the kitchen ever starts to cook a Skip the Dishes order that they check
the tablet and confirm the time until pick up. When the time for pick up is that in the same of how
long it will take to cook and package the specific order then you may start cooking.
Example: #23432 @ 6:00 pm
Fatburger – Skinny Fries - Coke &
Mushroom Swiss – Skinny fries – Coke
At 5:50 kitchen would ask for a time check on ticket #23432. If the response is 8
minutes or less then start cooking/preparing the product
Property of Frankie’s Burger Enterprises Inc. March 2019Making a Home Delivery order is just like making a Phone In order that a guest calls in at 5:00 pm
for pick up at 6:15 pm. The Shift Leader / Expo needs to keep track of the order before instructing
the kitchen to make the food. They must also take into account the size of the order and the
amount of time needed to prepare the order.
Step 5: Cash Out / Courier Pick up
It is very important to train the drivers for instructions specific to your location. (If you would like
specific instructions for your location to be communicated to the driver, specific to your location
please email Skip the Dishes with those details).
All couriers are shown the same training video, but as we know, all restaurants are different and
require specific instructions for that location.
When a courier enters the restaurant they need to be greeted and told to proceed to a cashier. The
cashier will ask the driver for the order number. Cashier will go to “pick up checks” and open the
correct bill that had previously been sent. Once the cashier has confirmed the order number and
closed to Home Delivery (prepaid) or processed a cash transaction (instructions to follow) they can
then communicate to the Shift Leader / Expo the ticket number. The Shift leader / Expo will give
the courier driver or dining room crew the correct order. If there are any drinks written on the bill,
the dining room crew need to prepare the drink(s) and serve in a 4- cup carry out tray with
wrapped straw(s).
If it is a “collect from courier” CASH order, the cashier will have to follow the steps for cash orders
before announcing the ticket number for pick up to the kitchen.
Property of Frankie’s Burger Enterprises Inc. March 2019
***Fatburger employees must pour the drinks
***Milkshakes for home delivery will NOT get whipped creamCollect from Courier (CASH) orders: It will appear on the tablet – Collect Cash and show the amount (in example below) $23.67. Property of Frankie’s Burger Enterprises Inc. March 2019
When a Cash order is enter on the POS a message must be and attached to a burger or
side (a food item that prints in the kitchen).
Highlight food item – insert – message –
Collect $_.__
It is very important that the amount the tablet says to collect from courier is the same
amount messaged on the chit. Cash orders will have a higher amount to collect that the
Property of Frankie’s Burger Enterprises Inc. March 2019amount on the POS receipt as you are collecting the fees to be paid to Skip the Dishes (this
will be balanced out on weekly consolidation).
Example –
Collect from Courier $22.25
Subtotal on POS system @18.75
Cashier will enter $22.25 CASH
This will show an over (change due) of $3.50
This $3.50 must be rung into the POS as it is the Skip the Dishes fees that you are collecting on
their behalf (drivers cannot be responsible for any SKIP funds once the order had been received).
Cashier will enter the $3.50 by;
OFF MENU, ADD ON, FUNCTION screen, MANAGER
screen, MISC DEPOSIT – enter $3.50 – PAY screen
– CASH
This way the fees that are owing to Skip the Dishes are entered in your system as cash received
and you will be able to balance your DCR.
Daily Cash Reconciliation: Daily System Detail - custom
Property of Frankie’s Burger Enterprises Inc. March 2019Property of Frankie’s Burger Enterprises Inc. March 2019
(See corresponding red and blue arrows on next page) Property of Frankie’s Burger Enterprises Inc. March 2019
Contacting Skip the Dishes:
Live-Order Support: Should a live order require assistance, please use the tablet HELP button and
the Live Support Team with then contact the restaurant directly. Another option is calling the Live
Support Team directly at 1- 855- 200- 7547.
Account questions or concerns: (this includes ownership change, notice of closures and all past
orders) Email: restaurants@skipthedishes.com
Any menu inquiries or requested changes:
Email: menu@skipthedishes.com and cc Erica@fatburgercanada.com
Customer Handling Process:
Maximizing customer satisfaction is the top focus of Skip the Dishes and the leading restaurants on
the network.
As we all know, mistakes with orders occasionally occur and delivering fast and effective customer
care in those situations is the best opportunity to ensure high customer satisfaction and repeat
orders.
Skip has invested heavily into improving the care for customers ordering from your restaurant with
the aim to:
• Increase customer satisfaction
• Increase reorder rates
• Reduce Fatburger employees time spent managing order issues
In order to achieve these objectives, Skip launched an improved customer satisfaction policy.
How It Works
Property of Frankie’s Burger Enterprises Inc. March 20191. Customer contacts Skip the Dishes if they have a concern with their order
2. Skip’s dedicated Customer Success Team resolves
all concerns using the following guideline:
Situation Example Customer Care Who Covers the
Customer Care
Delivery Courier dropped Refunded or redelivered
concerns the burger and fries affected item(s) Skip – 100%
Food quality Burger was soggy Refunded or redelivered
concerns affected item(s) Skip 50% + Restaurant 50%
Missing or Hamburger missing in order Refunded or redelivered
incorrect affected item(s) Restaurant 100%
items
*Customer Care Coverage is based on full Skip menu price of affected order item and applicable delivery fees
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