ORIENTATION

THE TRAINER’S GUIDE

If you’re looking at this guide, it’s because you’re training someone. As a
Certified Trainer, you’re training new hires or cross-training existing crew
members. As a manager, you are training new managers. This guide exists to
LINE help you teach any topic to your trainee so they can master their station or
move up in the Career Path. It will help you deliver the best training experience
possible. Remember, training at Chipotle is not just reading a book or showing
a video. Training at Chipotle is YOU getting in there with your trainee shoulder
to shoulder, introducing them to everything they need to know, letting them
CASH shadow you while you teach, explaining best practices, giving them feedback as
they perform a task, and validating that they can do it on their own.
I’m excited for you to be taking on this opportunity because you’ll be supporting
one of your fellow crew members and learning too by refreshing yourself on our
standards and building experience as a trainer. That’s why there’s much truth in
DIGITAL the saying, “When you teach one person, two people learn.”
This is the Trainer’s Guide.
Its purpose: to help trainers teach any topic any crew member or manager would
need to know to learn a new station or move up to the next level of the Career
PREP Path. Trainers can be Certified Trainers if we’re talking about training new hires
or cross-training existing crew members, but they can also be managers. After
all, managers have to train their replacement before moving to the next level.
This guide doesn’t work on its own. It has to be used with Training Checklists,
which list the topics that a trainee needs to learn in order to be validated. For
GRILL each topic in the Training Checklist, there’s a topic in the Trainer’s Guide. The
trainer refers to the Trainer’s Guide to know exactly how to introduce the topic
and then how to work with the trainee through shadow and perform. It also
recommends specific validation questions that help the trainee prepare for their
final knowledge check.
CERTIFIED To navigate the Trainer’s Guide, select the tab for the position you’re training.
TRAINER Then select the topic. You’ll see what your trainee will need to know and why it’s
important when you introduce the topic, followed by shadowing and performing
instructions and some ways to validate knowledge. You can jump from topic to
topic by selecting the tabs on the left, and you can print out a page or certain
KITCHEN activities if you need a paper copy for reference.
MANAGER
The Trainer’s Guide was created based on best practices from restaurants across
the company. It is updated regularly based on input from trainers like you. It is
meant to be followed as it is written to provide the highest levels of food quality,
food safety, and learning. Therefore, deviating from the methods in this guide
SERVICE can put the guest experience and trainee experience at risk.
MANAGER
That being said, we appreciate feedback and your desire to improve upon our
methods. If you believe there is a better way than the one best way described in
this guide, share that with your Field Leader, who should contact your Regional
Training Manager to discuss.
APPRENTICE Thank you and happy training,
Scott Boatwright — Chief Restaurant Officer

GENERAL
MANAGER July 2, 2021
ORIENTATION
ORIENTATION INDEX
ORIENTATION

Introduction
LINE
Orientation Guide

The Food Safety Seven

New Hire Orientation course

CASH
Keeping Our Guests Safe course

Throughput Introduction course

DIGITAL Restaurant Tour

Food FACT Tasting

Crew Training Guide

PREP Certified Trainer Introduction

FIRST WEEK

GRILL Hospitality

Day 1-3 Food FACT Tastings

Allergen Training Course

CERTIFIED What We’re Made Of: A Food With Integrity Guide
TRAINER
Who We Are: A People Culture Guide

Chipotle Benefits Course

KITCHEN
MANAGER
FIRST 30 DAYS

Code of Ethics Essentials Course

SERVICE
MANAGER Compliance Training

APPRENTICE

GENERAL
MANAGER
ORIENTATION
INTRODUCTION
The Orientation process is seven steps and takes approximately 4 hours.
As the leader of the restaurant, the Apprentice, GM, or Restaurateur should
complete the first six steps. A Certified Trainer can help with the seventh
LINE
and final step.

1. Orientation Guide: You’ll sit down with the new hire and give them a
quick introduction to Chipotle using the Orientation Guide. The PDF is
available on Avocado Academy. This should take 15 minutes to complete.
CASH
2. Food Safety Seven: You’ll walk the new hire through the Food Safety
Seven poster that explains our seven rules for Food Safety. The poster
should be hanging in the BOH out of guests’ view. This should take 10
minutes to complete.
DIGITAL
3. eLearning Courses: You’ll watch four videos that the new hire needs to
see before they start working:
a. New Hire Orientation: this video covers important policies the new hire
needs to know.
PREP
b. Keeping Our Guests Safe: this video introduces foodborne illness and
what your new hire needs to do to keep guests safe from it.
c. Throughput Introduction: this video gives an overview of throughput and
introduces your new hire to the concepts of rush ready and role ready.
GRILL
All three courses are available on Avocado Academy. English and Spanish
versions are available for Keeping Our Guests Safe. This entire step
should take 1 hour to complete.
CERTIFIED 4. Restaurant Tour: You’ll take the new hire on a tour of the restaurant,
TRAINER using the Restaurant Tour Checklist found in this guide. This should take
15 minutes to complete.
5. Crew Training Guide: You’ll introduce the new hire to their Crew Training
KITCHEN Guide and together you’ll complete the Orientation checklist. This should
MANAGER take five minutes to complete.
6. Trainer Introduction: You’ll introduce the new hire to their Certified
Trainer, who will train the hew hire on their first station. This should take
five minutes to complete.
SERVICE
MANAGER 7. Hospitality: You or the Certified Trainer will introduce the new hire to the
four Cornerstones at Hospitality at Chipotle. This should take two hours
to complete.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
ORIENTATION GUIDE
WHAT DO YOU NEED TO KNOW?
• Everyone at Chipotle is proud of our story, and we want to make sure you
know about it.
LINE
• We have a great purpose that has helped us accomplish a lot while
challenging us to do even more.
• We’re focused on doing one thing and doing it really well: creating an
excellent guest experience.
CASH
• Our Orientation Guide covers all of this information for you.

WHY IS IT IMPORTANT?
• By knowing our story, you’ll be able to share it with your friends, family,
and our guests.
DIGITAL
• Our purpose is an essential part of our company, and now it’s your
purpose, too.
• The only way to accomplish our purpose is to always be focused on
creating an excellent guest experience.
PREP

Go through the Orientation Guide on Avocado Academy.

GRILL FOOD SAFETY SEVEN

WHAT DO YOU NEED TO KNOW?
• We have seven rules for food safety.
CERTIFIED • It’s your responsibility to know and follow all seven rules.
TRAINER • They’re printed on a poster in the BOH so we all keep them top of mind.

WHY IS IT IMPORTANT?
• Following the seven rules is how we prevent any future food safety
KITCHEN incident.
MANAGER
Read and review all points on the Food Safety Seven poster in the BOH.

SERVICE
MANAGER
NEW HIRE ORIENTATION COURSE
WHAT DO YOU NEED TO KNOW?
• There are a number of policies you need to know related to pay and
APPRENTICE benefits, presentation, and restaurant safety.

WHY IS IT IMPORTANT?
• Once you know these policies, you’ll be held accountable to them.

GENERAL
Take the New Hire Orientation course on Avocado Academy.
MANAGER
ORIENTATION KEEPING OUR GUESTS SAFE COURSE
WHAT DO YOU NEED TO KNOW?
• There are many types of foodborne illness, which are preventable.
• You need to make sure you don’t work while sick, you wash your hands
LINE
properly, and you follow our recipes and procedures.

WHY IS IT IMPORTANT?
• Foodborne illness is a serious threat to our company.
• You are responsible for helping keep our guests and your team safe from
CASH
foodborne illness.

Take the Keeping Our Guests Safe course on Avocado Academy.

DIGITAL

THROUGHPUT INTRODUCTION COURSE

WHAT DO YOU NEED TO KNOW?
PREP • Throughput is how we talk about the speed and flow of the line.
• We measure throughput by tracking how many entrées are completed in a
15 minute or 1 hour time period.
• Rush ready is being ready for our peak periods.

GRILL • Role ready is being ready to execute your role at any time, but especially
at peak period.
• You’ll learn the specifics to each station during your training.

WHY IS IT IMPORTANT?
CERTIFIED • As a new crew member, your role is to be rush ready and role ready.
TRAINER

Take the Throughput Introduction course on Avocado Academy.

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
RESTAURANT TOUR
WHAT DO YOU NEED TO KNOW?
• We take a lot of pride in how our restaurant is set up and organized.
LINE WHY IS IT IMPORTANT?
• Knowing how everything is organized will help you find what you’re
looking for.

CASH Follow the Restaurant Tour Checklist below.

Take the new hire on a tour of the restaurant. It’s important for them to
know where things are and to understand how things are organized and
stored in your restaurant. By giving the new hire a tour, you’re setting them
DIGITAL up for success and helping them feel prepared to start their new job. Use
the tour as an opportunity to have the new hire watch the crew work and to
start to get a better idea of what they’ll be doing.

PREP INSIDE THE RESTAURANT

—
CHEMICAL STORAGE

¨ Explain to the new hire that they may be exposed to hazardous

chemicals, but that we have procedures in place to keep them safe.
GRILL
¨ Introduce them to the Safety Data Sheets (SDS), available on Avocado
Academy, and explain that each SDS provides them with all the
information on each chemical.
¨ Explain that they can get a hard copy of any SDS by printing it from the
CERTIFIED
TRAINER BOH computer, when needed or when requested by a health department
official or medical responder.
¨ Explain each chemical using the corresponding SDS.
¨ Have the new hire sign the Safety Data Sheets Employee
KITCHEN Acknowledgment Form stored in the Food Safety Leader Guide.
MANAGER
DISH SINK
¨ Demonstrate how to set up the sink and test the ppm of the sanitizer.
SERVICE ¨ Explain that everyone washes dishes.
MANAGER
HANDWASHING SINK
¨ Demonstrate how to properly wash and sanitize your hands.
¨ Have the new hire wash and sanitize their hands.
APPRENTICE
SAFETY ITEMS
¨ Show where the fire extinguishers and first aid kit are kept.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION RESTAURANT TOUR CONTINUED

OFFICE
¨ Show where office supplies and training materials are stored.
LINE ¨ Give the new hire their hat and a few t-shirts.
¨ Show where overshoes are kept.

BULLETIN BOARD
¨ Show where the schedule is posted.
CASH
¨ Show where the Respectful Workplace poster is posted.

PERSONAL BELONGING STORAGE

¨ Show where the new hire can keep their personal belongings.
DIGITAL
¨ Advise to keep personal belongings to a minimum.

DRY STORAGE
¨ Show where dry food, drinks, supplies, aprons, and towels are stored.
PREP ¨ Explain FIFO.

WALK-IN
¨ Explain where food items are stored.
GRILL ¨ Reinforce FIFO.

PREP AREA
¨ Introduce mise en place.
CERTIFIED ¨ Introduce clean-as-you-go and maintaining a clean and safe restaurant.
TRAINER
GRILL AREA
¨ Explain the open kitchen.
¨ Explain the importance of communication with the line.
KITCHEN
MANAGER ¨ Introduce the Daily HACCP Control Log.

BEHIND THE RESTAURANT

SERVICE —
MANAGER BACK DOOR USAGE
¨ Tell the new hire to only use it for taking out trash (in teams of two) or
accepting deliveries.
¨ Tell them never to prop it open.
APPRENTICE
DUMPSTER(S) FOR TRASH, RECYCLING, AND COMPOST
¨ Show the new hire where the grease dump is.
¨ Show them the designated smoking area.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION RESTAURANT TOUR CONTINUED

THE GUEST’S POINT OF VIEW

—
PARKING LOT
LINE
¨ Explain that it needs to be kept clean and free of trash.
¨ Show the new hire where to park if they drive to work.

THE FEEL OF THE RESTAURANT

CASH ¨ Make sure they hear the music playing and both smell and hear the
food cooking.

THE LINE
¨ Explain that everyone is responsible for welcoming the guest, especially
DIGITAL
the people on the line.
¨ Explain the importance of great-looking and safe food on the line.

THE POS
PREP ¨ Explain the importance of ending the order on a positive note.
¨ Reiterate clocking in and out when the new hire starts and ends shifts,
meals, and breaks.

GRILL THE DRINK STATION

¨ Explain the importance of keeping it clean, sanitary, and organized.

THE DINING ROOM

CERTIFIED ¨ Explain that everyone helps keep it clean and sanitary (sweeping floors,
TRAINER cleaning tables, pushing chairs in).

THE RESTROOMS
¨ Explain that everyone helps keep them clean, sanitary, and stocked with
KITCHEN supplies.
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
FOOD FACT TASTING
WHAT DO YOU NEED TO KNOW?
• We taste our food as it’s prepared to make sure it meets our standards.
LINE • Managers also taste the food on the line 4 times a day to make sure it
continues to meet our standards.
• We call these food FACT tastings. FACT is an acronym used to describe
the 4 tasting quality standards for each food item:

CASH Š F stands for Flavor & Aroma

Š A stands for Appearance
Š C stands for Color
Š T stands for Texture & Mouth Feel
DIGITAL • The standards live on each Recipe Card, as well as on the back of the
Manager Daily Checklists.
• Today we’re going to do a tasting together so you can start learning all
the food items we offer and how we expect them to taste.
PREP
WHY IS IT IMPORTANT?
• Tasting ensures every guest enjoys food that meets our standards, no
matter which restaurant they visit or what time they visit.

GRILL • As you begin making recipes, you’ll be responsible for tasting food and
making sure it meets our standards.

Create tasting bowls for you and your new hire. Perform a food FACT tasting
with them, using the back of the Manager Daily Checklist for the shift. For
CERTIFIED
TRAINER each item, inspect and taste it, then talk through each part of FACT.

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CREW TRAINING GUIDE
WHAT DO YOU NEED TO KNOW?
• Your Crew Training Guide has folders for each of the crew stations and
positions.
LINE
• When you start on a new station, the GM or Restaurateur will print out a
checklist for you and your Certified Trainer to use.
• It’s broken down by the topics you need to learn before peak, during peak,
and after peak, and by the activities you need to complete.
CASH
• For each topic you learn, you’ll write the date you were introduced to it
and the date you were validated on it.
• Once you’ve been validated on a topic, you and your trainer will sign off
on the topic by initialing it.
DIGITAL
• When you’ve been validated on every line, you’ll complete a knowledge
check and the GM or Restaurateur will sign you off as being validated on
that station or position.

PREP WHY IS IT IMPORTANT?

• Using the guide and the checklists properly helps track your progress
and development.

• The checklists ensure you know everything you need to know to be

GRILL successful at each station or position.

• Show the new hire their Crew Training Guide.

CERTIFIED
TRAINER CERTIFIED TRAINER INTRODUCTION
WHAT DO YOU NEED TO KNOW?
• You’ll have a trainer with you as you learn your first station.
KITCHEN • Your trainer is certified, and the GM has validated that the trainer knows
MANAGER the station and can teach it to you.
• Your Certified Trainer is your main point of contact during your training,
but the GM and the entire team are here to help you if you ever need it.
SERVICE
MANAGER WHY IS IT IMPORTANT?
• Having a Certified Trainer ensures that everyone is learning each station
the same way.
• Your Certified Trainer is invested in your development and making sure
APPRENTICE you learn the proper way to do everything.

Introduce the new hire to their Certified Trainer.

GENERAL
MANAGER
ORIENTATION
HOSPITALITY
WHAT DO YOU NEED TO KNOW?
• Chipotle Hospitality is a two-hour long training divided into four
LINE Cornerstones: Be & Look Your Best, Be Guest Obsessed, Surprise &
Delight, and Make It Right.
• Your GM or Certified Trainer will guide you through the training, which
consists of videos and slides, while facilitating discussion and recall of key
concepts.
CASH
WHY IS IT IMPORTANT?
• Hospitality is how we keep our guest experience consistent and excellent
across the Chipotle brand.
• You will be interacting with people from your very first day at Chipotle;
DIGITAL
Hospitality teaches you how to make the most of these interactions.

Go through the four Hospitality courses on Avocado Academy with your

GM or Certified Trainer:
PREP
Š Hospitality Part 1: Be & Look Your Best

Š Hospitality Part 2: Be Guest Obsessed

Š Hospitality Part 3: Surprise & Delight

GRILL
Š Hospitality Part 4: Make It Right

As you go through each course, complete the Hospitality Activity.

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
DAY 1-3 FOOD FACT TASTING
WHAT DO YOU NEED TO KNOW?
• Food tasting is a critical culinary skill used to develop Chipotle’s recipes.
LINE • For the next 3 days, we’re going to do additional food FACT tastings,
focused on just a few food items a day.

WHY IS IT IMPORTANT?
• Practicing tasting frequently allows us to appreciate the depth of flavor in
CASH Chipotle’s food and make better adjustments.

Create tasting bowls for you and your new hire, with the food items specific
to that day. Perform a food FACT tasting with them, using the Recipe Cards
and the back of the Manager Daily Checklist for the shift. For each item,
DIGITAL inspect and taste it, then talk through each part of FACT.

Day 1 (Rice, Beans, Fajitas)

Š White Rice
PREP Š Brown Rice
Š Black Beans
Š Pinto Beans
Š Fajitas
GRILL
Day 2 (Meats & Sofritas)
Š Chicken

CERTIFIED Š Steak
TRAINER Š Carnitas
Š Barbacoa
Š Sofritas
KITCHEN
MANAGER
Day 3 (Salsas & Guac)
Š Fresh Tomato Salsa
Š Roasted Chili-Corn Salsa
SERVICE
MANAGER Š Guacamole

APPRENTICE

GENERAL
MANAGER
ORIENTATION ALLERGEN TRAINING COURSE
WHAT DO YOU NEED TO KNOW?
• You may have a guest that comes into your restaurant that has a
food allergy.
LINE
• You need to know the top 8 food allergens and which items at
Chipotle contain allergens.
• If a guest has an allergic reaction, you need to be able to identify the
symptoms and respond if needed.
CASH • You need to know our procedures for serving the guest so that you
keep them safe.

WHY IS IT IMPORTANT?
• Nothing is more important to us than the health and safety of our team
DIGITAL members and guests.

Take the Allergen Training course on Avocado Academy.

PREP
WHAT WE’RE MADE OF: A FOOD WITH
INTEGRITY GUIDE
GRILL WHAT DO YOU NEED TO KNOW?
• At Chipotle, we’re cultivating a better world by serving exceptional food.
• We do this by selecting great ingredients and preparing them by hand
using classic cooking techniques.
CERTIFIED • This guide explains all our ingredients and all the work that goes into
TRAINER
sourcing them.

WHY IS IT IMPORTANT?
• By reading this guide, you’ll get a better understanding of where our food
KITCHEN comes from and have a better appreciation for it as you prepare and
MANAGER serve it for our guests.
• You’ll also learn how to answer guest questions about our food.

SERVICE Pull up the What We’re Made Of: A Food With Integrity Guide from Avocado
MANAGER Academy and review it with them. During their first week, have them
read the guide as they’re able and talk to them about what they found
interesting as they read it.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
WHO WE ARE: A PEOPLE CULTURE
GUIDE
WHAT DO YOU NEED TO KNOW?
LINE
• At Chipotle, we’re cultivating a better world by not only serving
exceptional food but also hiring passionate people and investing in their
future.
• We want to cultivate an environment where you can thrive and pursue
CASH your passion.
• This guide explains our purpose and values and how you fit into all of it.

WHY IS IT IMPORTANT?
• By reading this guide, you’ll get a better understanding of our purpose,
DIGITAL vision for people, values, benefits and your development.

Hand the new hire a Who We Are: A People Culture Guide, in the language
they’re most comfortable (English or Spanish). Have them keep their copy
PREP in their Crew Training Guide. During their first week, have them read the
guide as they’re able and talk to them about what they found interesting as
they read it.

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CHIPOTLE BENEFITS COURSE
WHAT DO YOU NEED TO KNOW?
• At Chipotle, we offer tons of team member benefits to both you and your
LINE family members, such as, healthcare, dental, vision, to 401K retirement
savings and our Debt Free Degree college program.
• All team members must complete the Chipotle Benefits course within
their first 30 days to learn about all the benefits that Chipotle offers.
CASH WHY IS IT IMPORTANT?
• By reading this guide, you’ll get a better understanding of our benefits.

DIGITAL Take the Chipotle Benefits course on Avocado Academy.

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CODE OF ETHICS COURSE
WHAT DO YOU NEED TO KNOW?
• At Chipotle, we have a Code of Ethics Essentials, a guide to help us make
LINE ethical decisions, conduct business with integrity and deliver on our
purpose to cultivate a better world.
• All team members must complete the Code of Ethics Essentials course
within their first 30 days to learn the code and adhere to it during their
time at Chipotle.
CASH

WHY IS IT IMPORTANT?
• Chipotle is committed to doing what’s right and fostering a diverse,
inclusive and safe environment.
DIGITAL

Take the Code of Ethics Essentials course on Avocado Academy.

PREP
COMPLIANCE TRAINING
WHAT DO YOU NEED TO KNOW?
• Compliance training is not required for all restaurants. Check the
GRILL Compliance Training link on Avocado Academy for your restaurant’s
requirements.

WHY IS IT IMPORTANT?
• Depending on your location, some courses may be legally required and we
CERTIFIED always want to be in compliance.
TRAINER

Take the compliance training on Avocado Academy.

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
LINE INDEX
BEFORE PEAK PEAK

Line Orientation Line Service

LINE
Food Safety

Daily HACCP Control Log AFTER PEAK

Prep Deployment Tool Special Requests from Guests

CASH
Prep Sheet Marking Orders

Line Opening or Shift Change Bagging Orders

Line Mise en Place for Prep Throughput

DIGITAL
Line Cleanliness Harvest Program

Chips Line Cleaning and Maintenance

PREP Taco Shells Line Shift Change or Closing

Line Mise en Place for Service

Setting Up the Line for Service KNOWLEDGE CHECK

GRILL Menu Options Line Knowledge Check

Hospitality

Chipotle Rewards
CERTIFIED
Greeting Guests and Taking
TRAINER
Orders

Building

KITCHEN Communicating During Service

MANAGER
Pilots and Limited-Time Offers
(if applicable)

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
LINE ORIENTATION
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE
• Greet guests warmly with a smile.
• Focus on one guest at a time.
• Ask for entrée type and whether it is for here or to go.
• Repeat order to guest and next person working on the line.
CASH • Recognize first-time guests and explain the menu.
• Ask guests if they would like to add queso blanco to their entrée or on the
side.
• Add salsas, cheese, sour cream, guacamole, and lettuce to .
DIGITAL • Confirm and finalize orders, roll burritos, and package and mark to-go .
• Portion sides of salsa and guac.

WHY IS IT IMPORTANT?
PREP • Great food, feel, and flow ensure an excellent guest experience.
• Line sets the tone for the entire guest experience.
• Line ensures guests’ meals are complete and packaged appropriately.

GRILL
TOOLS: POCKET GUIDE / RECIPES / PROCEDURES / AVOCADO ACADEMY
• Crew Pocket Guide: your quick reference guide
• Recipes: how to prepare our food; available as printed cards or with
videos
CERTIFIED
TRAINER • Cleaning & Maintenance Procedures: how to clean and maintain
equipment and areas of the restaurant; available as printed cards or
with videos
• Avocado Academy: home to all training courses and videos; available on
KITCHEN tablet or BOH computer
MANAGER

WHY IS IT IMPORTANT?
• Tools teach us how to deliver an excellent guest experience.
SERVICE
MANAGER • Tools help us maintain our high standards.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
FOOD SAFETY
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Know and use your Food Safety • Show trainee where these tools are
tools: Food Safety Seven Poster, stored/displayed in your restaurant.
Handwashing Poster, Crew Pocket • Review all tools and read aloud
Guide, Daily HACCP Control Log, specific policies and procedures
Food Safety Leader Guide, and relevant to Line.
CASH Allergen Cards.
• Following food safety procedures PERFORM
protects against chemical, TRAINEE
physical, and biological hazards. • Show trainer where all tools
DIGITAL • Food safety principles apply to are stored/displayed in your
every station, as summarized in restaurant.
the Food Safety Seven. • Explain and demonstrate
• NEVER work if you are sick. Stay knowledge of Line-specific
home and call your manager. policies and procedures.
PREP
• Wash and sanitize your hands • Follow all food safety policies
as shown on the Handwashing while performing all other lessons.
Poster and at all required times.
TRAINER
• Properly store food and supplies • Read each task aloud during the
GRILL to avoid cross-contact. trainee’s first attempt.
• Provide Allergen Cards to guests with • As the trainee becomes more
allergen questions; ask a manager if comfortable, allow them to use
you cannot answer questions. tools without you.
CERTIFIED
• Reach-in coolers and cold wells on
TRAINER VALIDATE
the line are designed to maintain
temps, not reduce them. TRAINEE
• Cold foods must be 41°F or below • Explain and understand Line-
KITCHEN when placed in a reach-in or on specific food safety policies and
MANAGER the line. procedures
• Follow all food safety policies
WHY IS IT IMPORTANT?
and procedures during trainer’s
• We want Chipotle to be the safest
validation observations
SERVICE place to eat.
MANAGER • Everyone is responsible for food TRAINER
safety. • Observe and confirm trainee’s
knowledge of food safety
• Not working while sick is a critical way
standards and ability to meet
to keep guests and teammates healthy.
them.
APPRENTICE
• Safe food is essential to an
excellent guest experience.
• Recently prepped items on the
line that are not 41°F or below
GENERAL can result in violations.
MANAGER
ORIENTATION
DAILY HACCP CONTROL LOG
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • This is also called the DHCL or the • Review DHCL Sample pages with the
Black Book. trainee, including Corrective Actions
• HACCP stands for Hazard Analysis example.
and Critical Control Points. • Review CCPs—including
• A Hazard Analysis identifies Expectations, Standards, and
CASH
potential food safety risks in Corrective Actions—relevant to Line.
the restaurant, which leads to • Demonstrate properly taking
creating Critical Control Points temperatures of hot and cold items,
(CCPs) to control those hazards. including wiping thermometer stem
DIGITAL • We monitor CCPs every shift to with a towel between items, and how
keep the restaurant safe. to properly sanitize after use.
• The log provides corrective • Review the Employee Confirmation
actions that must be taken when Expectations, Sample, and Table in
there are CCP failures. the Red Book.
PREP
• The Food Safety Leader (FSL), PERFORM
the senior manager on duty,
is responsible for making sure TRAINEE
it is completed honestly and • Read CCPs—including Expectations,
GRILL accurately every shift. Standards, and Corrective Actions—
relevant to Line in the DHCL.
• Crew can fill out sections of the
DHCL but it must be validated by • Read the Introduction, Expectations,
FSL. Food Safety Seven, Illness Policy,
CERTIFIED and Sample Page in the Red Book,
• Companion tool is the CCP1 then read and sign the Commitment
TRAINER
Wellness Check Book, also called Statement (repeated monthly).
the Red Book.
• All restaurant team members VALIDATE
KITCHEN must sign the Red Book after they TRAINEE
MANAGER individually receive a verbal and • Explain and understand Line-
visual Wellness Check from the specific aspects of the DHCL and
FSL immediately after clocking in. CCPs (Expectations, Standards, and
WHY IS IT IMPORTANT? Corrective Actions).
SERVICE
MANAGER • Ensures we are an industry • Correctly and honestly fill out
leader in food safety Employee Confirmation table in the
• Keeps our guests and teammates Red Book after receiving Wellness
safe from foodborne illness Checks from FSL.
APPRENTICE • Along with Red Book, provides TRAINER
double confirmation that all team • Observe and confirm trainee’s
members are healthy to work knowledge of DHCL and the Red
Book and ability to meet them,
GENERAL including correctly completing
MANAGER required sections.
ORIENTATION
PREP DEPLOYMENT TOOL
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Includes names of all people • Can explain and understand
working the shift and their arrival all aspects of the individual
time assignment section on the tool
• Assigns prep tasks to everyone • Uses prep deployment tool to
with time expectations, including perform prep tasks, meeting time
CASH and quality requirements for all
setup and cleanup
• Assigns positions to which each items
person is deployed for peak TRAINER
period, including the time they • Observe and confirm trainee’s
DIGITAL need be in position knowledge, use, and ability to
• Completed by a manager before meet standards of the prep
every shift deployment tool.
• Sets us up for successful
PREP throughput

WHY IS IT IMPORTANT?
• Ensures we have enough of the
freshest food possible
GRILL • Puts the best people in the best
spot (Aces in Places) to achieve
the fastest throughput
• Sets expectations to finish prep
CERTIFIED so we’re ready to serve our
TRAINER guests when we open

SHADOW
TRAINER
KITCHEN • Show trainee where prep
MANAGER deployment tool is posted in your
restaurant.
• Read and explain all sections to
SERVICE
trainee, including at least one
MANAGER individual assignment, to ensure
all sections are understood.

PERFORM

APPRENTICE
TRAINEE
• Show trainer where prep
deployment tool is posted in your
restaurant.
• Explain all aspects of the prep
GENERAL
MANAGER deployment tool to trainer.
ORIENTATION
PREP SHEET
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE • Helps us know how much food to make during AM, shift change, and PM
prep
• Filled out by a manager before every shift based on sales projections

WHY IS IT IMPORTANT?
CASH • Ensures we minimize food waste by prepping only what we need, but
ensures we have enough of each item for service and do not run out

SHADOW
DIGITAL TRAINER
• Show trainee where prep sheet is posted in your restaurant.
• Explain prep sheet layout and how to determine prep quantities required.
• Review all prep line items relevant to Line.
PREP
PERFORM
TRAINEE
• Show trainer where prep sheet tool is posted in your restaurant.
GRILL • Explain aspects of the prep sheet to trainer, specifically items relevant to
Line.
• Work towards achieving time and quality requirements for all prep items.

CERTIFIED VALIDATE
TRAINER
TRAINEE
• Can explain and understand all aspects of the prep sheet relevant to Line
• Preps the correct amount of each item as shown in the Needs column for
KITCHEN the given shift
MANAGER
TRAINER
• Observe and confirm trainee’s knowledge, use, and ability to meet
standards of the prep sheet.
SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
LINE OPENING OR SHIFT CHANGE
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each task aloud during the
LINE • Learn tasks required before the trainee’s first attempt.
restaurant opens and you start • As trainee becomes more
your shift. comfortable, allow them to use
• Use checklist in Crew Pocket tools without you.
Guide every day during training.
CASH VALIDATE
• Complete checklist after clocking
TRAINEE
in, receiving Wellness Check, and
• Perform all checklist tasks
TIP-TOP.
meeting time and quality
• Turn on and set up equipment, requirements, explaining “whats”
DIGITAL set up station, and get mise en and “whys” where appropriate.
place for prep.
TRAINER
WHY IS IT IMPORTANT? • Observe and confirm trainee’s
• Allows time for equipment that knowledge of standards and
PREP takes a while to heat up and be ability to meet them.
ready
• Helps you stay organized and
build habits
GRILL • Ensures your station is clean and
stocked before you step on the
line
• Allows us to serve safe and
CERTIFIED delicious food quickly throughout
TRAINER each shift

SHADOW
TRAINER
KITCHEN • Demonstrate each checklist task
MANAGER for trainee, explaining “whats”
and “whys” where appropriate.

TRAINEE
SERVICE • Read each task from the Crew
MANAGER Pocket Guide as the trainer
demonstrates.

PERFORM
APPRENTICE TRAINEE
• Perform each checklist task for
trainer, explaining “whats” and
“whys” where appropriate.
GENERAL • Continue performing observed
MANAGER repetitions, working towards time
and quality requirements.
ORIENTATION
LINE MISE EN PLACE FOR PREP
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each item aloud during the
LINE • Mise en place means “everything trainee’s first attempt.
in its place.” • As trainee becomes more
• Use checklist in Crew Pocket comfortable, allow them to use
Guide every day during training. tools without you.

CASH • The checklist includes all VALIDATE

equipment and ingredients
TRAINEE
needed for prep.
• Collect all mise en place items for
WHY IS IT IMPORTANT? prep.
• Mise en place keeps you • Identify which items listed in the
DIGITAL
organized and efficient. Crew Pocket Guide are for each
• Mise en place ensures you have prep task/recipe.
everything you need before
TRAINER
starting each prep task to meet
• Observe and confirm trainee’s
PREP time and quality standards.
knowledge of standards: where
SHADOW items are stored, the recipe they
are used for, and proper mise en
TRAINER place for each recipe.
• Show trainee where all items
GRILL
on checklist are stored in your
restaurant.
• Demonstrate proper mise en
place for each prep task.
CERTIFIED
TRAINER TRAINEE
• Read each item from the Crew
Pocket Guide as the trainer
collects them.
KITCHEN
• Use Recipe Cards to determine
MANAGER
which equipment and ingredients
are needed for each specific prep
task.
SERVICE
MANAGER
PERFORM
TRAINEE
• Collect all items using the tools
and continue doing so each day
of training.
APPRENTICE
• Demonstrate proper mise en
place for each prep task.

GENERAL
MANAGER
ORIENTATION
LINE CLEANLINESS
INTRODUCE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • A clean area is a safe area. • Read each step from “Cleaning
• Always have appropriate cleaning Continuous-Use Surfaces” Card
supplies readily available. aloud as the trainer performs the
task.
• Clean as you go to always keep
CASH your station clean, sanitized, and PERFORM
well stocked.
TRAINEE
• Follow “Cleaning Continuous- • Show trainer where cleaning
Use Surfaces” Cleaning and supplies are stored and explain
Maintenance Card after when and how they are used.
DIGITAL completing, and before starting,
new prep tasks. • Demonstrate proper chemical
mise en place and storage for
• Cleaning an area removes food detergent, sanitizer, Pure, and
and soil; sanitizing reduces Purell.
PREP pathogens to safe levels.
• Follow all steps on “Cleaning
• There are four steps in cleaning Continuous-Use Surfaces” and
surfaces and at dish sinks: wash, explain the “what” and “whys.”
rinse, sanitize, and air-dry.
• Perform “clean as you go” during
GRILL WHY IS IT IMPORTANT? prep tasks and service.
• Prevents cross-contact
• Leaves less to clean at the end TRAINER
of tasks/shifts • Read each step aloud during the
CERTIFIED • Makes the line and food look trainee’s first attempt at Cleaning
TRAINER more appealing to guests Continuous-Use Surfaces.
• As trainee becomes more
SHADOW
comfortable, allow them to set up
TRAINER chemicals and use tools without
KITCHEN
• Show trainee where cleaning you.
MANAGER
supplies are stored and explain
when and how they are used. VALIDATE
• Explain proper chemical mise en TRAINEE
SERVICE place and storage for detergent, • Properly set up chemicals and
MANAGER sanitizer, Pure, and Purell. perform all cleaning tasks
• Perform Cleaning Continuous- meeting quality requirements,
Use Surfaces following all steps explaining “what” and “whys.”
on the Cleaning and Maintenance
APPRENTICE Card after completing prep tasks TRAINER
while explaining the “what” and • Observe and confirm trainee’s
“whys” of cleaning and sanitizing. knowledge of standards and
• Perform “clean as you go” during ability to meet them.
GENERAL prep tasks and service.
MANAGER
ORIENTATION
CHIPS
INTRODUCE
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Made from corn tortillas and • Read each step aloud during the
fried in sunflower oil (gluten free) trainee’s first attempt.

• Fryer oil must be at least 375°F • As trainee becomes more

before starting and between comfortable, allow them to use
batches. tools without you.
CASH
• Taste every few batches to VALIDATE
ensure proper seasoning and
TRAINEE
texture.
• Perform task meeting time and
• Three portion sizes: large, quality requirements, explaining
DIGITAL regular, and kid’s chips “what” and “whys.”
WHY IS IT IMPORTANT? TRAINER
• Chips are one of our most popular • Observe and confirm trainee’s
menu items and our only true knowledge of standards and
PREP “side” with queso blanco, guac, or ability to meet them.
salsa.
• Chips are often eaten on their
own, so proper, consistent frying
and seasoning are essential for
GRILL
delicious flavor with perfect
crispness.

SHADOW
CERTIFIED TRAINER
TRAINER
• Perform task following all steps
on the Recipe Card and explain
the “what” and “whys.”
KITCHEN TRAINEE
MANAGER • Read each step from the Recipe
Card aloud as the trainer performs
the task.

SERVICE PERFORM
MANAGER
TRAINEE
• Perform task for trainer with
Recipe Card present.
• Follow all steps on the Recipe
APPRENTICE
Card and explain the “what” and
“whys.”
• Continue performing multiple
observed repetitions, working
GENERAL
MANAGER
towards achieving time and
quality requirements.
ORIENTATION
TACO SHELLS
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each step aloud during the
LINE • Two types: crispy corn and soft trainee’s first attempt.
flour • As trainee becomes more
• Crispy corn tortillas are fried in comfortable, allow them to use
(gluten free) sunflower oil like tools without you.
chips.
CASH VALIDATE
• Don’t offer rice or beans in tacos,
TRAINEE
but customize with a smile if a
• Perform task meeting time and
guest asks for them.
quality requirements, explaining
WHY IS IT IMPORTANT? “what” and “whys.”
DIGITAL
• Overcooked or undercooked
TRAINER
crispy tacos can cause tacos to
• Observe and confirm trainee’s
break or ruin their flavor.
knowledge of standards and
• Proper, consistent frying ensures ability to meet them.
PREP safety and delicious flavor with
perfect crispness.

SHADOW
TRAINER
GRILL
• Perform task following all steps
on the Recipe Card and explain
the “what” and “whys.”

TRAINEE
CERTIFIED
TRAINER • Read each step from the Recipe
Card aloud as the trainer performs
the task.

KITCHEN PERFORM
MANAGER TRAINEE
• Perform task for trainer with
Recipe Card present.
• Follow all steps on the Recipe
SERVICE
MANAGER
Card and explain the “what” and
“whys.”
• Continue performing multiple
observed repetitions, working
towards achieving time and
APPRENTICE
quality requirements.

GENERAL
MANAGER
ORIENTATION
LINE MISE EN PLACE FOR SERVICE
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Mise en place means “everything • Collect all mise en place items
in its place.” for service and store them in the
• Use checklist in Crew Pocket proper place.
Guide every day during training. TRAINER
CASH • Checklist includes all equipment • Observe and confirm trainee’s
and ingredients needed for knowledge of standards: all
service. items are stored and stocked
appropriately.
WHY IS IT IMPORTANT?
• Mise en place keeps us organized
DIGITAL
and efficient.
• When everything is stocked and
in its place, you can serve all
guests without delay.
PREP • Mise en place ensures other
teammates are set up for success
if you have to step off the line.

SHADOW
GRILL
TRAINER
• Show trainee where all items listed
on checklist are stored in your
restaurant.
CERTIFIED
TRAINER • Demonstrate proper mise en
place for service.

TRAINEE
• Read each item from the Crew
KITCHEN
Pocket Guide as the trainer
MANAGER
collects them.

PERFORM
SERVICE TRAINEE
MANAGER • Collect all items using the tools
and continue doing so each day of
training.

TRAINER
APPRENTICE • Read each item aloud during the
trainee’s first attempt.
• As the trainee becomes more
comfortable, allow them to use
GENERAL tools without you.
MANAGER
ORIENTATION
SETTING UP THE LINE FOR SERVICE
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Always follow Crew Pocket Guide • Review “Setting Up the Line for
layout, under “Setting Up the Service” section in the Crew
Line for Service.” Pocket Guide.
• Always use the correct utensils. • Demonstrate proper line setup,
• Always follow hot hold times, including which utensils are used
CASH and why.
FIFO, and UTDs/SSLs with food
on the line. • Demonstrate how to change pans
• Salad lettuce is always at the on the line; discuss how to avoid
start of the line. dripping water into other items
DIGITAL when removing pans (steam
• Taste food, especially items held tables only).
overnight, before serving.
• Cold food must be 41°F or below TRAINEE
when placed in a reach-in or on • Read the placement of items
PREP the line. from the Crew Pocket Guide
aloud as the trainer places them
• Always wash hands and put on on the line.
gloves before stepping on the
line.
GRILL WHY IS IT IMPORTANT?
• Proper setup helps you go faster,
reduces cross-contact, and
ensures the most popular items
CERTIFIED are closest.
TRAINER • The right utensils ensure proper,
consistent portions and allow for
drainage of liquid.
• Consistent mise en place allows
KITCHEN
MANAGER
guests to always know where
each item is located.
• Clean, sanitized, and gloved
hands are essential to serving
SERVICE safe and delicious food.
MANAGER
• Recently prepped items on the
line that are not 41°F or below
can result in violations.

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION SETTING UP THE LINE FOR SERVICE CONTINUED

PERFORM
TRAINEE
LINE • Perform proper line setup by
placing all items in their correct
place with correct utensils.
• Perform changing pans properly,
avoiding dripping water (steam
CASH tables only).

TRAINER
• Read each line item aloud, in the
correct order, during the trainee’s
DIGITAL first attempt.
• As trainee becomes more
comfortable, allow them to use
tools without you.
PREP
VALIDATE
TRAINEE
• Set up the line with all items in
their correct place with correct
GRILL utensils; explain why each utensil
is used with each food item.
• Change pans correctly without
dripping water into other items
CERTIFIED (steam tables only).
TRAINER
TRAINER
• Observe and confirm trainee’s
knowledge of standards and
KITCHEN ability to meet them.
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
MENU OPTIONS
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • We offer burritos, bowls, salads, • Explain all and kid’s meals and
two types of tacos, and two types all components of each option.
of kid’s meals. • Explain available sides and size
• Always serve vinaigrette when options.
a salad is ordered unless guests • Explain drink options specific to
CASH say they don’t want it. your restaurant.
• Veggie include a serving of guac
without an extra cost. TRAINER
• Read each entrée option aloud
• Use Crew Pocket Guide to know and have trainee explain all
DIGITAL what’s included in each type of components during their first
kid’s meal. attempt.
• Sides include three sizes of chips,
two sizes of queso blanco, two VALIDATE
PREP sizes of guac, and salsa. TRAINEE
• Drink options vary by restaurant. • Explain all menu options
Some restaurants offer both non- available including , sides, and
alcoholic and alcoholic options. drinks.

GRILL WHY IS IT IMPORTANT? TRAINER

• Selecting an entrée is the first • Observe and confirm trainee’s
step of the order. knowledge of standards and
• First-time guests will need help ability to meet them.

CERTIFIED and/or have questions that Line

TRAINER needs to be able to answer.
• Knowing the entrée type lets
you ask the right questions,
package the order properly, and
KITCHEN communicate with Expo/Cash.
MANAGER
SHADOW
TRAINER
• Review and Kid’s Meal sections
SERVICE
MANAGER in Crew Pocket Guide and discuss
components of all options.
• Review menu panels in the
restaurant.
APPRENTICE • Review available sides and size
options.
• Review drink options specific to
your restaurant.
GENERAL
MANAGER
ORIENTATION
HOSPITALITY
INTRODUCE • Giving new guests a great first
WHAT DO YOU NEED TO KNOW? time will make them want to be
LINE • Welcome every guest with a regulars.
smile and eye contact. • Asking guests “Did we make this
• Greet every guest by saying, perfect for you?” give them the
“Hello! Welcome to Chipotle,” or last word.
“Hi!” when it’s busy. • Chipotle was built on
CASH customization, accommodating
• Greet guests when they’re about
10 feet from the counter; don’t special requests continues that
shout at them as soon as they tradition.
walk in the door. • Offering alternatives to
DIGITAL • Begin each order by asking, impossible requests keeps the
“What can I get started for you?” tone positive.

• Remember regular guests. SHADOW

• Recognize new guests and make TRAINER
PREP their first time special. • Smile, make eye contact, and
• Respond to all requests, even speak with clarity and energy
difficult or unusual ones, with as you train your trainee.
cheerful readiness. • First, greet your trainee as if they
GRILL • Ask all guests “Did we make were a standard guest, including
this perfect for you?” before a standard greeting and request
finalizing an order. to begin an order.
• Respond to any requests you’re • Next, greet your trainee as if
CERTIFIED unsure of by saying, “Yes, I think they were a first-time guest. Give
TRAINER we can help with that. Would you them a 15-second explanation of
mind if I asked my manager?” ordering process.
• Apologize and offer alternatives • Finally, greet your trainee as if
if we can’t fulfill a guest’s they were a regular. Use their
KITCHEN request. name and ask if they’d like their
MANAGER usual order.
WHY IS IT IMPORTANT?
• Line sets the tone for the guest TRAINEE
experience. • Observe the trainer’s body
SERVICE • Standardized language on language, tone of voice, and word
MANAGER choice as they greet and serve
the Line keeps the Chipotle
experience consistent from you as a standard guest, new
restaurant to restaurant. guest, and regular guest.

• Smiles are contagious!

APPRENTICE
• Eye contact draws guests down
the line, improving throughput.
• Remembering regulars’ names
and orders makes them feel
GENERAL
MANAGER special and improves throughput.
Continued on the next page ¬
ORIENTATION HOSPITALITY CONTINUED

PERFORM each type of guest.

TRAINEE
VALIDATE
LINE • Demonstrate a smile, eye contact,
and clear, enthusiastic speech TRAINEE
while greeting the guest. • Explain Line’s role in Chipotle
Hospitality.
• Perform a standard greeting and
a standard request to begin an • Greet all guests with smiles and
CASH order. eye contact.
• Give a 15-second explanation of • Recite standard greetings for
the ordering process that would both normal and busy times.
be given to a new guest. Ask if • Customize greetings and service
DIGITAL the guest would like samples. for new, standard, and regular
Offer recommendations. Ask the guests.
guest about their preferences,
such as whether or not they like TRAINER
spicy food. • Observe and confirm trainee’s
PREP knowledge of Line-specific
• Greet your trainer as if they
hospitality standards and ability
were a regular, using their name.
to meet them.
Pretend you know some details of
their usual order.
GRILL TRAINER
• Observe the trainee’s body
language, tone of voice, and
word choice as they greet and
CERTIFIED serve you.
TRAINER • Provide specific feedback to help
the trainee tailor their service to

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CHIPOTLE REWARDS
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? • The program is our chance to
LINE • Chipotle Rewards is our program reward our regular guests and
built to reward our guests. Guests to encourage our less frequent
can sign up for the program guests to come back more often.
using our app or website. Once It also brings a tremendous
they’re a member, guests can eat opportunity to increase sales
CASH Chipotle, earn points, and score and drive transactions in your
rewards for free Chipotle. restaurant.

• In-restaurant guests will scan • Knowing your role in Chipotle

at the POS, so there’s little to Rewards will help you
no impact to you while you’re communicate with guests
DIGITAL confidently and help turn them
working Line. Although you may
have guests ask you questions into members.
before they order or while you’re
SHADOW
in the dining room.
PREP TRAINER
• You need to know how to give
• Give your trainee a high-level
guests a high-level overview of
overview of Chipotle Rewards
Chipotle Rewards. A suggested
as if they were a guest. Use the
script is: “Chipotle Rewards is
suggested script or something
our new program built to reward
GRILL close to it.
our guests. After you sign up,
you can eat Chipotle, earn points, • Have your trainee ask you
and then redeem those points for questions. Pretend you don’t
free Chipotle.” know the answers and either
CERTIFIED direct them to the Chipotle
• You also need to know how to
TRAINER Rewards Ambassador or to the
direct guests for any questions
Rewards FAQ on chipotle.com.
you don’t know the answer to.
You can either direct them to the TRAINEE
Chipotle Rewards Ambassador • Play the role of a guest while
KITCHEN
working the shift, which will your trainer shows you how to
MANAGER
be the SM or above, or to the give a high-level overview of the
Rewards FAQ on chipotle.com. program. Pay attention to how
your trainer explains it.
SERVICE • Continue to play the role of a
MANAGER guest and ask them questions
about the program. Pay attention
to how your trainer answers
them.
APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CHIPOTLE REWARDS CONTINUED

PERFORM
TRAINEE
LINE • Give your trainer a high-level
overview of Chipotle Rewards
as if they were a guest. Use the
suggested script or something
close to it.
CASH • Answer questions about Chipotle
Rewards from your trainer.
Practice directing them to the
Chipotle Rewards Ambassador
DIGITAL
and to the Rewards FAQ on
chipotle.com.

TRAINER
• Role-play as a guest learning
about the program, coaching
PREP
in the moment to correct any
errors.

VALIDATE
GRILL TRAINEE
• Give your trainer a high-level
overview of Chipotle Rewards as
if they were a guest.

CERTIFIED • Answer questions about Chipotle

TRAINER Rewards from your trainer.

TRAINER
• Observe and confirm your
trainee’s knowledge of giving
KITCHEN
MANAGER
a high-level overview and
answering guest questions.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
GREETING GUESTS AND TAKING ORDERS
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Greet each guest with a smile • Demonstrate greeting guests
and eye contact; welcome back and taking/starting orders while
guests whom you recognize. explaining the “what” and “whys.”
• Make it personal but quick: • Demonstrate which packaging is
“Hello! How are you? What can I used with each entrée and kid’s
CASH get started for you?” meal, for both dine-in and to-go.
• Acknowledge and apologize to • Demonstrate communicating
guests first if you must wash orders down the line.
and sanitize your hands before
starting to make their order. TRAINEE
DIGITAL
• Role-play as the guest, paying
• Ask “Is this for or here or to go?” so attention to what the trainer says
you know what packaging to use. and their body language.
• Repeat orders back to each guest
PREP to acknowledge and confirm PERFORM
that you heard them correctly; TRAINEE
communicate the order to the • Perform greeting guests and
next crew member on the line. taking/starting orders while
• Ask guests if they would like to explaining the “what” and
GRILL add queso blanco to their entrée “whys.”
or on the side—using “add,” along • Perform which packaging is used
with the sneeze guard signage, with each entrée and kid’s meal,
will let them know it’s an extra for both dine-in and to-go.
CERTIFIED cost.
• Perform communicating orders
TRAINER • Use questions to pull guests down the line.
down the line: “What kind of
salsa would you like?” TRAINER
• Role-play as the guest during the
KITCHEN WHY IS IT IMPORTANT? trainee’s first several attempts.
MANAGER • You are the guest’s first
• As trainee becomes more
impression.
comfortable, allow them to
• Friendly greetings make guests perform with guests, starting at
feel welcome; quick greetings non-peak times.
SERVICE
ensure great throughput.
MANAGER
• Repeating orders is frustrating VALIDATE
for the guest and slows down TRAINEE
throughput. • Perform task meeting time and
APPRENTICE • Care and attention to detail make quality requirements, explaining
the guest feel special. “what” and “whys.”

TRAINER
• Observe and confirm trainee’s
GENERAL knowledge of standards and
MANAGER ability to meet them.
ORIENTATION
BUILDING
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE • Proper portions create the perfect flavor profile.
• Proper stacking makes the food look great and spreads ingredients evenly
over the entrée.
• Crew Pocket Guide includes all portion sizes with the utensils used for
CASH portioning.
• Practice is the only way to perfect portioning; use a scale and an empty bowl.
• Never hold down on the tortilla press—it will rise when the tortilla soufflés.
• Entrées with extra meat are lead by a red tent; with queso blanco are led
DIGITAL by a yellow tent.
• Finish differently for dine-in or to-go (except burritos).
• Burritos are rolled tightly in a long cylinder. Burritos must never be
softball-shaped, and the tortilla must not tear or break.
PREP BUILDING (PORTIONING) COURSE
• Teaches how to make perfectly portioned that also look great

WHY IS IT IMPORTANT?
• Proper portions and stacking ensure guests get a little bit of every
GRILL ingredient in each bite.
• Using the right portions every time creates consistency for our guests.
• Holding down on the tortilla press dries the tortilla out, making it less
pliable and harder to roll.
CERTIFIED
TRAINER
• Beautiful food makes for a better guest experience.
• Finishing to-go correctly ensures they don’t spill or leak.
• Burritos are Chipotle’s iconic entrée, so proper rolling is essential
Take the Building course on Avocado Academy
KITCHEN
MANAGER
SHADOW
TRAINER
• Review The Art of Portioning sections in the Crew Pocket Guide.
SERVICE
MANAGER • Demonstrate portioning and stacking with a bowl and a scale for items on
the hot line, showing the correct portion with each utensil to the trainee
before placing in bowl.
• Demonstrate proper burrito rolling
APPRENTICE • Demonstrate how to finish each entrée type, including Kid’s meals for
both dine-in and to-go

TRAINEE
• Read portion size and name utensil from the Crew Pocket Guide aloud as
GENERAL the trainer demonstrates the task.
MANAGER
Continued on the next page ¬
ORIENTATION BUILDING CONTINUED

PERFORM
TRAINEE
LINE • Perform portioning and stacking with a bowl and scale for items on the
hot and cold line, saying the portion size for each ingredient aloud.
• Continue performing multiple observed repetitions, working towards
achieving the standard.

CASH • Practice portioning different entrée types while making your crew meal
(before Open only).
• Perform rolling burritos
• Perform finishing each type of entrée and kid’s meal for both dine-in and
to-go.
DIGITAL
TRAINER
• Read portion size and utensil for each ingredient aloud during the
trainee’s first few attempts.

PREP • As the trainee becomes more comfortable, allow them to use tools
without you.

VALIDATE
TRAINEE
GRILL • Know all portion sizes by ingredient.
• Perform task meeting portion size and stacking style standards.
• Perform finishing each type of entrée for both dine-in and to-go, including
rolling burritos.
CERTIFIED
TRAINER TRAINER
• Observe and confirm trainee’s knowledge of standards and ability to meet
them.

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
COMMUNICATING DURING SERVICE
INTRODUCE • Explain and demonstrate how full
WHAT DO YOU NEED TO KNOW? or empty pans should be when
LINE • Always call for food before it runs calling for more of each item.
out and give Grill enough time to • Demonstrate how to marry pans
prepare and/or cook. when food is running low and
• Learn average call times from needs to be changed.
Grill to line in Crew Pocket Guide. TRAINEE
CASH
• During peak times, Linebacker • Observe calling for food by Line
helps switch out pans so you can and Linebacker while shadowing
focus on guests. service.
• Repeat orders back to guests to
DIGITAL PERFORM
confirm and communicate to the
next person working on the line TRAINEE
so guests don’t have to repeat • Explain all average call times
themselves. from Grill to line, explaining the
“what” and “whys” for each item
PREP • Always call for more pans of cold
related to the equipment in your
items before backups run out in
restaurant.
the reach-in.
• Perform calling for food; start
• Listen for callback side orders of
during non-peak service times.
guac or salsa from Cash/Expo.
GRILL • Perform marrying pans when
• Mark orders accurately to
food is running low.
communicate entrée type
accurately to Cash/Expo. • Perform listening for orders and
details from Tortilla to Salsa.
CERTIFIED WHY IS IT IMPORTANT?
TRAINER • We will always have a fully VALIDATE
stocked line of fresh food.
TRAINEE
• Running out of food kills • Perform tasks meeting time and
throughput and ruins the guest quality requirements, explaining
KITCHEN experience. “what” and “whys.”
MANAGER
SHADOW TRAINER
• Observe and confirm trainee’s
TRAINER
knowledge of standards and
• Review Calling for Food section
SERVICE ability to meet them.
MANAGER in Crew Pocket Guide and discuss
average call times from Grill to
line, explaining the “what” and
“whys” for each item related to
the equipment in your restaurant.
APPRENTICE
• Review ordering trends in your
restaurant to explain which items
are ordered most frequently and
least frequently.
GENERAL
MANAGER
ORIENTATION
PILOTS AND LIMITED-TIME OFFERS
(IF APPLICABLE)
LINE INTRODUCE menu panels, window clings, and
WHAT DO YOU NEED TO KNOW? Allergen Cards for Line).
• At any given time, your TRAINEE
restaurant may be testing a new • Sample any food or beverage
item (e.g. a new drink) or service items you may be testing.
CASH (e.g. a loyalty app).
• Observe your trainer as they
• A pilot is a new product or prepare or serve any test food or
service we’re testing on a small beverages.
scale in the hope of expanding it
• Ask your trainer any questions
DIGITAL to more restaurants.
you may have.
• A limited-time offer is a product
or service we release on a wide PERFORM
scale with the intent of driving up
TRAINEE
guests’ interest, with no plan to
PREP • Perform tasks relevant to
make a permanent change.
your position with the training
• The Quarterly Rollouts Updates materials present.
page on Chip Links will provide
• Follow any steps given in the
more specific information on any
training materials, explaining the
GRILL pilots or limited-time offers that
“what” and “whys.”
apply to your restaurant.
• Continue performing multiple
WHY IS IT IMPORTANT? observed repetitions, working
• Pilots and limited-time offers make towards achieving time and
CERTIFIED the guest experience special. quality requirements.
TRAINER
• Pilots and limited-time offers can
TRAINER
bring in infrequent or lapsed guests.
• Read any steps provided in the
• Knowing the details of a pilot relevant training materials aloud
KITCHEN or limited-time offer will help during the trainee’s first attempt.
MANAGER you communicate with guests
• As trainee becomes more
confidently and persuasively.
comfortable, allow them to use
tools without you.
SHADOW
SERVICE TRAINER VALIDATE
MANAGER • Tell your trainee about any
TRAINEE
pilots or limited-time offers your
• Perform tasks meeting time and
restaurant is currently running.
quality requirements, explaining
• Explain how these pilots affect “what” and “whys.”
APPRENTICE the position they are currently
training for. TRAINER
• Observe and confirm trainee’s
• Show the trainee training materials
knowledge of standards and
for the pilot or limited-time offer
GENERAL ability to meet them.
specifically related to their position
MANAGER (e.g. a Recipe Card for Grill;
ORIENTATION
LINE SERVICE
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Never run out of food on the line. • Perform all duties required of
• During peak times, Linebackers Line; start during non-peak
help switch out pans so you can service and work up to peak.
focus on guests. TRAINER
CASH • Repeat order back to guests and • Shadow and observe trainee
down the line. in position, providing real-time
• Communicate unique requests coaching as needed.
(sides, double meat, queso
blanco, veggie, etc.) down the line VALIDATE
DIGITAL verbally and with red and yellow TRAINEE
tents, if appropriate, and by • Perform service meeting time
marking order correctly. and quality requirements,
explaining “what” and “whys.”
WHY IS IT IMPORTANT?
PREP • We will always have a fully TRAINER
stocked line of fresh food. • Observe and confirm trainee’s
• Running out of food kills knowledge of standards and
throughput and ruins the guest ability to meet them.
experience.
GRILL
• Having guests repeat themselves
slows down throughput and
frustrates the guests.

CERTIFIED SHADOW
TRAINER
TRAINER
• Demonstrate all duties required
of Line during peak times.
KITCHEN
TRAINEE
MANAGER
• Shadow and observe the trainer
in position during peak, but be
active and engaged. Help create
an excellent guest experience
SERVICE
MANAGER as you become more confident
(interact with guests, restock,
swap pans, keep the line clean,
etc.).

APPRENTICE

GENERAL
MANAGER
ORIENTATION
SPECIAL REQUESTS FROM GUESTS
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Example requests: tortilla on the • Give examples of special
side, double-wrapped burrito, requests.
plain rice, extra, double meat, on • Perform accommodating/
the side packaging common special
• Always do whatever you can to requests in your restaurant.
CASH honor special requests with a • Explain which ingredients have
smile. known allergens, show where
• If you can’t do it, apologize, Allergen Cards are stored (to give
explain why, and offer to guests with questions).
DIGITAL alternatives. • Perform how to accommodate
• Remember special requests for guests with food allergies (e.g.
regulars. gluten-free guests) by taking
• Accommodate guests with proper actions and offering
allergens: gluten-free, dairy-free, ingredients that meet their
PREP
and vegetarian/vegan are most dietary restrictions.
common. TRAINER
WHY IS IT IMPORTANT? • Read aloud ingredients/allergens
• Fulfilling a special request makes from Allergen Card and have
GRILL trainee say which items contain
the guest feel special.
the allergen/ingredient.
SHADOW • Role-play as a guest with
TRAINER dietary restrictions while trainee
CERTIFIED • Review all special requests, performs.
TRAINER
focusing on the most common
requests in your restaurant. VALIDATE

• Demonstrate how to TRAINEE

accommodate special requests • Explain and perform executing
KITCHEN
MANAGER (e.g. double meat, a little extra, special requests while meeting
how to wrap/package a tortilla on standard requirements.
the side, etc.). TRAINER
• Review Allergen Card for items • Observe and confirm trainee’s
SERVICE with known allergens and show knowledge of standards and
MANAGER
where the Card is stored. ability to meet them.
• Demonstrate how to
accommodate guests with food
allergies; gloves and utensils may
APPRENTICE
need changing, one person may
need to complete entire entrée,
etc.

GENERAL
MANAGER
ORIENTATION
MARKING ORDERS
INTRODUCE moment to correct any errors.
WHAT DO YOU NEED TO KNOW?
VALIDATE
LINE • Marking is the last thing you do
before you hand off the entrée to TRAINEE
Expo or Cash. • Explain and perform marking
orders, meeting standard
• It indicates the type of meat,
requirements.
Sofritas, or veggie, and if there
CASH is extra meat, queso blanco, or TRAINER
guac. • Observe and confirm trainee’s
• For half-and-half meat orders, knowledge of standards and
mark the more expensive meat. ability to meet them.
DIGITAL • Salads have their own marking to
differentiate them from bowls.
• Mark all to-go orders with a black
Sharpie.
PREP • Mark with extra meat, queso
blanco, and/or guacamole.

WHY IS IT IMPORTANT?
• It helps cash and the guest know
GRILL what’s inside the entrée.
• It ensures the guest is charged
properly.

SHADOW
CERTIFIED
TRAINER TRAINER
• Review the “Marking Orders”
section in the Crew Pocket Guide.

KITCHEN TRAINEE
MANAGER • Observe trainer marking orders
while shadowing service.

PERFORM
SERVICE TRAINEE
MANAGER • State the correct marking for as
read by trainer.
• Perform marking orders during
service.
APPRENTICE
TRAINER
• Read entrée types from the
Crew Pocket Guide as the trainee
states the correct marking.
GENERAL
MANAGER • Observe trainee marking orders
during service, coaching in the
ORIENTATION
BAGGING ORDERS
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • State various types of and sides;
LINE • Expo and Cash usually bag have the trainee state the correct
orders, but occasionally Line will bagging to use.
need to bag instead. • Observe trainee bagging orders
• Choose the right bag according during service, coaching in the
to the types of and number of moment to correct any errors.
CASH items.
VALIDATE
• Tightly seal all bowl lids to
TRAINEE
prevent spillage.
• Explain and perform bagging
• Keep bowls level when putting orders, meeting standard
DIGITAL them in the bag so they do not requirements.
leak.
TRAINER
• Each bag should have larger and
• Observe and confirm trainee’s
heavier items on bottom, with
knowledge of standards and
PREP smaller, lighter items on top.
ability to meet them.
WHY IS IT IMPORTANT?
• For to-go guests, carrying and
opening the packaged food is
part of the experience.
GRILL
• Food must be protected by the
packaging so it doesn’t get
smashed, tossed, or spilled.

CERTIFIED SHADOW
TRAINER
TRAINER
• Review the “Bagging Orders”
section in the Crew Pocket Guide.
KITCHEN
TRAINEE
MANAGER
• Observe trainer bagging orders
while shadowing service.

PERFORM
SERVICE
MANAGER TRAINEE
• State the correct bagging to use
(size, number, stack order) for
various types of and sides as read
by trainer.
APPRENTICE
• Perform bagging orders during
service.

GENERAL
MANAGER
ORIENTATION
THROUGHPUT
INTRODUCE related to throughput to trainer
WHAT DO YOU NEED TO KNOW? after performing in position
• Throughput is how we measure during peak periods.
LINE
how many entrées we have in 15 TRAINER
minutes or an hour. • Review trainee’s successes/
• Refer to the Throughput opportunities related to
Foundations course and throughput while in position
CASH Throughput Cards for Tortilla and during peak periods.
Salsa to learn more.
VALIDATE
WHY IS IT IMPORTANT?
TRAINEE
• Outstanding throughput is
DIGITAL • Explain the core responsibilities,
essential to providing an
dos and don’ts, and five
excellent guest experience.
foundations of throughput as
• When throughput is excellent, they relate to Tortilla and Salsa.
guests move through the
• Perform and contribute to
PREP line quickly, and we increase
outstanding throughput while in
transactions.
position during peak periods.
Take the Throughput Foundations
course on Avocado Academy, then TRAINER
review the Throughput Cards for • Observe and confirm trainee’s
GRILL Tortilla and Salsa. knowledge of standards and
ability to meet them.
SHADOW
TRAINER
CERTIFIED • Explain how Tortilla and Salsa
TRAINER
contribute to outstanding
throughput and explain the
“what” and “whys” of each.
KITCHEN • Review successes/opportunities
MANAGER related to throughput after
trainee shadows their first
service.

SERVICE PERFORM
MANAGER TRAINEE
• Demonstrate how Tortilla
and Salsa contribute to
outstanding throughput
APPRENTICE by performing the core
responsibilities, dos and
don’ts, and five foundations of
throughput.
GENERAL • Explain successes/opportunities
MANAGER
ORIENTATION
HARVEST PROGRAM
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Program helps us donate • Perform task for trainer with
leftovers to local shelters and Recipe Card present.
food banks. • Adhere to SSL/UTD requirements
• Most commonly donated items and assess quality of items to
are plain rice and steak. determine if they should be used
CASH or donated.
• Items for donation must be
cooled according to “Cooling • Package cold-line items for
Cooked Foods” Recipe Card to donation and store in the
reduce risk of foodborne illness designated area (if applicable).
DIGITAL • Even if food can be served the • Follow all steps on the Recipe
next day according to its SSL, if it Card and explain the “what” and
doesn’t meet our high standards, “whys.”
it should be donated. • Continue performing multiple
PREP WHY IS IT IMPORTANT? observed repetitions, working
• Allows us to give back to the towards achieving time and
community and reduce food quality requirements.
waste TRAINER
• Read each step aloud during the
GRILL SHADOW trainee’s first attempt.
TRAINER • As the trainee becomes more
• Demonstrate how items are comfortable, allow them to use
cooled following all steps on the tools without you.
CERTIFIED Recipe Card while explaining the
TRAINER “what” and “whys.” VALIDATE
• Demonstrate how to package TRAINEE
items for donation after they have • Perform task meeting time and
been properly cooled overnight quality requirements, explaining
KITCHEN
MANAGER
and show where donation items “what” and “whys.”
are stored in the walk-in.
TRAINER
TRAINEE • Observe and confirm trainee’s
• Read each step from the Recipe knowledge of standards and
SERVICE Card aloud as the trainer
MANAGER ability to meet them.
demonstrates the task.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
LINE CLEANING AND MAINTENANCE
INTRODUCE TRAINEE
WHAT DO YOU NEED TO KNOW? • Read each step for each
LINE • You’ll work closely with the tortilla task from the Cleaning and
press, fryer, and steam table, cold Maintenance Procedures
wells, reach-in coolers, and the Card aloud while the trainer
walk-in. demonstrates the task.

• The Cleaning and Maintenance PERFORM

CASH Procedures Cards and course on
TRAINEE
Avocado Academy will teach you
• Perform each task for trainer
how to maintain and repair this
with Cleaning and Maintenance
equipment.
Procedure present.
DIGITAL • Other cleaning tasks include
• Follow all steps in the procedure
sweeping, emptying trash,
and explain the “what” and
changing sanitizer buckets, and
“whys.”
cleaning the sneeze guard.
• Continue performing multiple
PREP WHY IS IT IMPORTANT? observed repetitions, working
• Regular maintenance keeps towards achieving time and
equipment working properly and quality requirements.
efficiently.
TRAINER
• Proper maintenance helps create
GRILL • Read each step aloud during the
a safe working environment.
trainee’s first attempt
• Working equipment ensures we
• As trainee becomes more
are preparing and serving safe
comfortable, allow them to use
and delicious food.
CERTIFIED tools without you.
TRAINER SHADOW
VALIDATE
TRAINER
TRAINEE
• Show trainee where cleaning
• Perform all cleaning and
supplies are stored and explain
KITCHEN maintenance tasks meeting time
MANAGER
when and how they are used.
and quality requirements, and
• Demonstrate all shift change/ explain the “what” and “whys.”
closing cleaning and maintenance
tasks for Line according to TRAINER
SERVICE the Cleaning and Maintenance • Observe and confirm trainee’s
MANAGER Procedures while explaining the knowledge of standards and
“what” and “whys” (e.g. cleaning ability to meet them.
the fryer, tortilla press, and steam
table/dry wells; setting up disk
APPRENTICE sinks to clean and sanitize dishes;
sweeping and mopping; etc.).

GENERAL
MANAGER
ORIENTATION
LINE SHIFT CHANGE OR CLOSING
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each task aloud during the
LINE • Use Crew Pocket Guide checklists trainee’s first attempt
every day during training. • As trainee becomes more
• Use the mise en place checklist comfortable, allow them to use
and set up everything the next tools without you.
shift may need.
CASH VALIDATE
• Ensure food is stored safely and
TRAINEE
everything is properly cleaned.
• Perform all checklist tasks
WHY IS IT IMPORTANT? meeting time and quality
• It helps set up the next shift for requirements, explaining “what”
DIGITAL
success. and “whys” where appropriate.
• The way you close your station TRAINER
impacts all guests served by the • Observe and confirm trainee’s
crew member taking over the next knowledge of standards and
PREP shift. ability to meet them.
• Your teammates will appreciate it.

SHADOW

GRILL TRAINER
• Demonstrate each checklist task
for trainee, explaining “what” and
“whys” where appropriate.

CERTIFIED TRAINEE
TRAINER • Read each task from the Crew
Pocket Guide as the trainer
demonstrates.

KITCHEN PERFORM
MANAGER
TRAINEE
• Perform each checklist task for
Trainer, explaining “what” and
“whys” where appropriate.
SERVICE
MANAGER • Continue performing observed
repetitions, working towards
achieving time and quality
requirements.
APPRENTICE

GENERAL
MANAGER
ORIENTATION
LINE KNOWLEDGE CHECK
The Line Knowledge Check is a 25-question quiz that can be taken on
Avocado Academy.
LINE

CASH

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CASH INDEX
BEFORE PEAK AFTER PEAK

Cash Orientation Using the Drop Box

LINE
Food Safety Processing Special Transactions

Daily HACCP Control Log Processing Gift Card Transactions

Prep Deployment Tool Using ATO

CASH
Cash Opening or Shift Change Crash Kit

Cash Mise en Place Answering the Phone

Cash Cleanliness Throughput

DIGITAL
Margaritas (if applicable) Cash Cleaning and Maintenance

Cash Handling Cash Shift Change or Closing

PREP Menu Options

CASH KNOWLEDGE CHECK
Ordering Options
Cash Knowledge Check
Hospitality

GRILL Chipotle Rewards

Greeting Guests, Upselling, and

Confirming Orders

CERTIFIED Marking Orders

TRAINER
Bagging Orders

Ringing Orders and Closing

Checks
KITCHEN
MANAGER Communicating During Service

Pilots and Limited-Time Offers

(if applicable)
SERVICE
MANAGER PEAK

Expo Service

Cash Service
APPRENTICE

GENERAL
MANAGER
ORIENTATION
CASH ORIENTATION
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE • Handle money and cards; process transactions.
• Focus on one guest at a time.
• Make sure the guests are charged the right amount for the food they
purchased.
CASH • Apply discounts and promotions.
• Keep FOH (dining room, drink station, and restrooms) clean and tidy;
check as often as needed.

WHY IS IT IMPORTANT?
DIGITAL • Contribute to feel and flow of the guest experience.
• Charge guests only for the food and drink they’ve received.
• Leave a lasting impression on the guest.

PREP TOOLS: POCKET GUIDE/RECIPES/PROCEDURES/AVOCADO ACADEMY

• Crew Pocket Guide: Your quick reference guide
• Recipes: How to prepare our food; available as printed cards or with
videos
• Cleaning & Maintenance Procedures: How to clean and maintain
GRILL
equipment and areas of the restaurant; available as printed cards or with
videos
• Avocado Academy: Home to all training courses and videos; available on
tablet or BOH computer
CERTIFIED
TRAINER WHY IS IT IMPORTANT?
• Tools teach us how to deliver an excellent guest experience.
• Tools help us maintain our high standards.
KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
FOOD SAFETY
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Know and use your food safety • Show trainee where these tools
tools: Food Safety Seven poster, are stored/displayed in your
Handwashing Poster, Crew Pocket restaurant.
Guide, Daily HACCP Control Log, • Review all tools and read aloud
Food Safety Leader Guide, and specific policies and procedures
CASH Allergen Cards. relevant to Cash.
• Following food safety procedures
protects against chemical, PERFORM
physical, and biological hazards. TRAINEE
DIGITAL • Food safety principles apply to • Show trainer where all tools
every station—summarized in the are stored/displayed in your
Chipotle Food Safety Seven. restaurant.
• NEVER work if you are sick—stay • Explain and demonstrate
home and call your manager. knowledge of Cash-specific
PREP policies and procedures.
• Wash and sanitize your hands
as shown on the Handwashing • Follow all food safety policies
Poster and at all required while performing all other lessons.
times, especially after handling
GRILL payment from guests. VALIDATE
• Money and credit cards are dirty TRAINEE
and often carry bacteria and/ • Explain and understand Cash-
or viruses, so clean and sanitize specific food safety policies and
frequently throughout the day procedures.
CERTIFIED
TRAINER and always wash and sanitize • Follow all food safety policies
hands after handling cash. and procedures during trainer
• Properly store food and supplies validation observations.
to avoid cross-contact.
KITCHEN TRAINER
MANAGER WHY IS IT IMPORTANT? • Observe and confirm trainee’s
• We want Chipotle to be the safest knowledge of food safety
place to eat. standards and ability to meet
them.
• Everyone is responsible for food
SERVICE
safety.
MANAGER
• Not working while sick is a
critical way to keep guests and
teammates healthy.
APPRENTICE • Safe food is essential to an
excellent guest experience.

GENERAL
MANAGER
ORIENTATION
DAILY HACCP CONTROL LOG
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Also called the DHCL or the Black • Review DHCL Sample pages with the
Book trainee, including Corrective Actions
• HACCP stands for Hazard example.
Analysis and Critical Control • Review CCPs—including
Points. Expectations, Standards, and
CASH Corrective Actions—relevant to Cash.
• A Hazard Analysis identifies
potential food safety risks in • Demonstrate properly taking
the restaurant, which leads to temperatures of cold items, wipe
creating Critical Control Points thermometer stem with a towel
DIGITAL (CCPs) to control those hazards. between items, and properly sanitize
• We monitor CCPs every shift to after use.
keep the restaurant safe. • Review the Employee Confirmation
• It provides corrective actions Expectations, Sample, and Table in
that must be taken when there Red Book.
PREP
are CCP failures.
PERFORM
• The Food Safety Leader (FSL),
the senior manager on duty, is TRAINEE
responsible for making sure the • Read CCPs—including Expectations,
GRILL log is completed honestly and Standards, and Corrective Actions—
accurately every shift. relevant to Cash in the DHCL.
• Crew can fill out sections of the • Read the Introduction, Expectations,
DHCL but must be validated by Food Safety Seven, Illness Policy,
CERTIFIED FSL. and Sample Page in the Red Book,
TRAINER then read and sign the Commitment
• Companion tool is the CCP1
Statement (repeated monthly).
Wellness Check Book, also called
the Red Book.
VALIDATE
KITCHEN • All restaurant team members
MANAGER must sign the Red Book after TRAINEE
they individually receive a verbal • Explain and understand Cash-
and visual Wellness Check specific aspects of the DHCL and
from the FSL immediately after CCPs (Expectations, Standards, and
SERVICE clocking in. Corrective Actions).
MANAGER • Correctly and honestly fill out
WHY IS IT IMPORTANT?
Employee Confirmation table in the
• Ensures we are an industry
Red Book after receiving Wellness
leader in food safety
Checks from FSL.
APPRENTICE • Keeps our guests and teammates
safe from foodborne illness TRAINER
• Observe and confirm trainee’s
• Provides double confirmation,
knowledge of DHCL and the Red Book
along with the Red Book, that
and ability to meet them, including
GENERAL all team members are healthy to
correctly completing required
MANAGER work
sections.
ORIENTATION
PREP DEPLOYMENT TOOL
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Includes names of all people • Explain and understand all
working the shift and their arrival aspects of the individual
times assignment section on the tool.
• Assigns prep tasks to everyone • Use prep deployment tool to
with time expectations, including perform prep tasks, meeting time
CASH setup and cleanup and quality requirements for all
• Assigns positions to which each items.
person is deployed for peak TRAINER
period, including the time they • Observe and confirm trainee’s
DIGITAL need to be in position knowledge, use, and ability to
• Completed by a manager before meet standards of the prep
every shift deployment tool.
• Sets us up for successful
PREP throughput

WHY IS IT IMPORTANT?
• Ensures we have enough of the
freshest food possible
GRILL • Puts the best people in the best
spot (Aces in Places) to achieve
the fastest throughput
• Sets expectations to finish prep
CERTIFIED so we’re ready to serve our
TRAINER guests when we open

SHADOW
TRAINER
KITCHEN • Show trainee where prep
MANAGER deployment tool is posted in your
restaurant.
• Read and explain all sections to
trainee, including at least one
SERVICE
MANAGER individual assignment, to ensure
all sections are understood.

PERFORM
TRAINEE
APPRENTICE
• Show trainer where prep
deployment tool is posted in your
restaurant.
• Explain all aspects of the prep
GENERAL
MANAGER
deployment tool to trainer.
ORIENTATION
CASH OPENING OR SHIFT CHANGE
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each task aloud during the
LINE • Tasks required before the restaurant trainee’s first attempt.
opens/you start your shift • As trainee becomes more
• Checklist in Crew Pocket Guide— comfortable, allow them to use
use every day during training. tools without you.

CASH • Complete checklist after clocking VALIDATE

in, receiving Wellness Check, and
TRAINEE
TIP-TOP.
• Perform all checklist tasks
• Complete tasks in the FOH, outside meeting time and quality
the restaurant (patio and parking requirements, explaining “what”
DIGITAL lot), and for the cash drawer. and “whys” where appropriate.
WHY IS IT IMPORTANT? TRAINER
• Helps you stay organized and • Observe and confirms trainee’s
build regular habits knowledge of standards and
PREP • Ensures your station and the ability to meet them.
restaurant are clean and stocked
before starting each shift
• Allows us to serve guests quickly
GRILL throughout each shift

SHADOW
TRAINER
• Demonstrate each checklist task
CERTIFIED
TRAINER for trainee, explaining “what” and
“whys” where appropriate.

TRAINEE
• Read each task from the Crew
KITCHEN
Pocket Guide as the trainer
MANAGER
demonstrates.

PERFORM
SERVICE TRAINEE
MANAGER • Perform each checklist task for
trainer, explaining “what” and
“whys” where appropriate.
• Continue performing observed
APPRENTICE repetitions, working towards
achieving time and quality
requirements.

GENERAL
MANAGER
ORIENTATION
CASH MISE EN PLACE
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each item aloud during the
LINE • Mise en place means “everything trainee’s first attempt.
in its place.” • As trainee becomes more
• Use checklist in Crew Pocket comfortable, allow them to use
Guide every day during training. tools without you.

CASH • Includes all equipment and VALIDATE

cleaning supplies needed for
TRAINEE
the drink station and Cash/Expo
• Collect all mise en place items for
during the shift.
prep.
WHY IS IT IMPORTANT? • Identify which items listed in the
DIGITAL
• Keeps us organized and efficient Crew Pocket Guide are for each
• Ensures you have everything prep task/recipe.
you and our guests need before
TRAINER
opening the restaurant or
• Observe and confirm trainee’s
PREP starting your shift
knowledge of standards: where
SHADOW items are stored, the recipe they
are used for, and proper mise en
TRAINER place for each recipe.
• Show trainee where all items
GRILL
on checklist are stored in your
restaurant.
• Demonstrate proper mise en
place for each prep task.
CERTIFIED
TRAINER TRAINEE
• Read each item from the Crew
Pocket Guide as the trainer
collects it.
KITCHEN
• Use Recipe Cards to determine
MANAGER
which equipment and ingredients
are needed for each specific prep
task.
SERVICE
MANAGER
PERFORM
TRAINEE
• Collect all items using the tools,
and continue doing so each day
of training.
APPRENTICE
• Demonstrate proper mise en
place for each prep task.

GENERAL
MANAGER
ORIENTATION
CASH CLEANLINESS
INTRODUCE TRAINEE
WHAT DO YOU NEED TO KNOW? • Read steps for each cleaning
LINE • A clean area is a safe area. procedure aloud as the trainer
demonstrates the tasks.
• Always have appropriate cleaning
supplies readily available. PERFORM
• Clean as you go to always keep TRAINEE
CASH your station clean, sanitized, and • Show trainer where cleaning
well stocked. supplies are stored and explain
• Cash/Expo station is cleaned when and how they are used.
and sanitized frequently because • Perform proper chemical mise en
cash can transmit disease and place and storage for sanitizer,
DIGITAL bacteria. Pure, and Purell.
• Cash is responsible for keeping • Perform cleaning FOH surfaces
the dining room, drink station, with Purell following all steps.
and restrooms clean and tidy
• Perform cleaning restrooms
PREP throughout the day.
following all steps.
WHY IS IT IMPORTANT? • Perform “clean as you go” during
• Cleaning as you go prevents service.
cross-contact, leaves less to clean
at the end of tasks/shifts, and TRAINER
GRILL
makes the Expo counter more • Read each step aloud during the
appealing to guests. trainee’s first attempt at Cleaning
Continuous-Use Surfaces.
• A clean FOH creates an inviting
atmosphere for guests. • As trainee becomes more
CERTIFIED comfortable, allow them to set up
TRAINER
SHADOW chemicals and use tools without
TRAINER you.
• Show trainee where cleaning
VALIDATE
KITCHEN supplies are stored and explain
MANAGER when and how they are used. TRAINEE
• Properly set up chemicals and
• Explain proper chemical mise en
perform all cleaning tasks
place and storage for sanitizer,
meeting quality requirements,
Pure, and Purell.
SERVICE explaining “what” and “whys.”
MANAGER • Review and demonstrate the
procedures and required times TRAINER
for cleaning FOH surfaces • Observe and confirm trainee’s
according to the Master Cleaning knowledge of standards and
Schedule and Cleaning and ability to meet them.
APPRENTICE
Maintenance Cards.
• Review and demonstrate cleaning
the restroom according to the
procedure.
GENERAL
MANAGER • Demonstrate “clean as you go”
during service.
ORIENTATION
MARGARITAS (IF APPLICABLE)
INTRODUCE • Continue performing multiple
WHAT DO YOU NEED TO KNOW? observed repetitions, working
LINE • Margaritas are a classic alcoholic towards achieving time and
beverage to pair with our food. quality requirements.

• Two types: Patrón (premium) and TRAINER

Sauza (house) • Read each step aloud during the
• Flavor should be tangy, tart, and trainee’s first attempt.
CASH
slightly sweet. • As trainee becomes more
• Check IDs to ensure guests are 21 comfortable, allow them to use
or over. tools without you.

• Guests cannot take alcohol VALIDATE

DIGITAL
(margaritas or beer) to go.
TRAINEE
WHY IS IT IMPORTANT? • Perform task meeting time and
• Recipe Card ensures the same quality requirements, explaining
taste and alcohol strength in all “what” and “whys.”
PREP margs and at all locations.
TRAINER
• If you do not follow all state/local • Observe and confirm trainee’s
liquor laws, fines or loss of liquor knowledge of standards and
license could result. ability to meet them.
GRILL • Any person who serves alcohol
to a minor is breaking the law
and can be held personally
accountable.
CERTIFIED
TRAINER SHADOW
TRAINER
• Demonstrate task following all
steps on the Recipe Card and
KITCHEN explain the “what” and “whys.”
MANAGER
TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
SERVICE demonstrates the task.
MANAGER
PERFORM
TRAINEE
• Perform task for trainer with
APPRENTICE Recipe Card present.
• Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
GENERAL
MANAGER
ORIENTATION
CASH HANDLING
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? • Every detail matters at
LINE • Only trained cashiers, Digital, and Chipotle and there will be many
managers can handle cash and transactions during each shift, so
payments. we need to account for all of our
money and payments properly.
• The Cash Handling Policies
& Responsibilities document • Guests come first and giving
CASH contains everything you must correct change is a part of
understand, know, and comply providing an excellent guest
with when handling cash for experience.
Chipotle (found on Avocado • Business owners track cash
Academy). carefully. Act as if you own the
DIGITAL
• Not following policies and place and do the same.
procedures may result in • Proper cash handling, including
disciplinary action, up to and counting drawers and verifying
including termination. payments and cash received,
PREP helps protect our economic
• Cash Handling document
includes information on general model by ensuring we account
policies; ringing comps, promos, for all money in and out of the
and refunds; gift card purchases; restaurant.
access to safes, cash drawers, • If we inaccurately charge for
GRILL
and the POS; as well as cashier orders or lose money, our
and manager responsibilities. economic model suffers and we
• Every cashier is responsible for reduce our ability to invest in
maintaining the contents of their our food and people, which limits
CERTIFIED opportunities for everyone.
TRAINER
cash drawer each shift.
• Cash counts for your drawer are Read the Cash Handling Policies
done at the beginning and end of and Responsibilities on Avocado
each shift. Academy.
KITCHEN • Courses for Beginning and
MANAGER Take the Beginning Drawer course
Closing Drawer available on on Avocado Academy.
Avocado Academy teach you how
to set up your cash drawer and Take the Closing Drawer course on
count it at the end of the shift Avocado Academy.
SERVICE
MANAGER
to account for all transactions
performed.
• If the ending cash count is over,
you most likely did not give
enough change, but if it is under,
APPRENTICE
you either gave too much change
or money is missing from your
drawer.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CASH HANDLING CONTINUED

SHADOW
TRAINER
LINE • Demonstrate proper cash
handling before, during, and
after service, including beginning
drawer counts, accurately
charging for all , offering receipts
CASH for all transactions and always
providing receipts for cash
payments, storing required items
in the drop box, closing drawer
counts, and making deposits.
DIGITAL
PERFORM
TRAINEE
• Perform proper cash handling
PREP before, during, and after service,
including beginning drawer
counts, accurately charging
for all , offering receipts for all
transactions and always providing
GRILL receipts for cash payments,
storing required items in the drop
box, closing drawer counts, and
making deposits.
CERTIFIED
VALIDATE
TRAINER
TRAINEE
• Explain and perform all aspects
of proper cash handling policies
KITCHEN and responsibilities before,
MANAGER during, and after service, meeting
time and quality requirements.

TRAINER
SERVICE • Observe and confirm trainee’s
MANAGER knowledge of cash handling
policies and responsibilities and
ability to meet them.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
MENU OPTIONS
INTRODUCE TRAINEE
WHAT DO YOU NEED TO KNOW? • Explain all and kid’s meals and
LINE • We offer burritos, bowls, salads, all components of each option.
two types of tacos, and two types • Explain available sides and size
of kid’s meals. options.
• There are off-menu items • Explain drink options specific to
available, like large quesadillas your restaurant.
CASH and 3 Pointer .
TRAINER
• Salads are always served with • Read each entrée option aloud
vinaigrette unless guests say and have trainee explain all
they don’t want it. components during their first
DIGITAL • Veggie include a serving of guac attempt.
without an extra cost.
VALIDATE
• Use Crew Pocket Guide to know
what’s included in each type of TRAINEE
PREP kid’s meal. • Explain all menu options
available, including , sides, and
• Sides include three sizes of chips,
drinks.
two sizes of queso blanco, two
sides of guac, and salsa. TRAINER
• Drink options vary by restaurant. • Observe and confirm trainee’s
GRILL
Some restaurants offer both non- knowledge of standards and
alcoholic and alcoholic options. ability to meet them.

WHY IS IT IMPORTANT?
CERTIFIED • Know all entrée types, packaging,
TRAINER and markings so you can ring
them up correctly.
• Ring up orders correctly so
guests are charged the right
KITCHEN amount.
MANAGER
SHADOW
TRAINER
• Review and Kid’s Meal sections
SERVICE
MANAGER in Crew Pocket Guide and discuss
components of all options.
• Review menu panels in your
restaurant.
APPRENTICE • Review available sides and size
options.
• Review drink options specific to
your restaurant.
GENERAL
MANAGER
PERFORM
ORIENTATION
ORDERING OPTIONS
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Guests can order dine-in, to-go, • Explain all ordering options to
online, delivery, and catering. trainer as if they were a first-time
• Online ordering is available on guest during role play.
computers, tablets, or phones; • Explain all ordering options as
made on digital make line during needed when performing in role
CASH peak. during service.
• ATO (Aloha Takeout) manages TRAINER
online orders—if deployed, • Role-play as a first-time guest
Digital is responsible for learning about ordering options,
DIGITAL monitoring and filling online coaching in the moment to
orders; otherwise, Cash is correct any errors.
responsible for monitoring and
having the line make orders on VALIDATE
time.
PREP TRAINEE
• Catering orders are special, large • Explain all ordering options
orders placed online, through accurately to trainer and as
a call center, or through the needed during service.
restaurant directly (in person or
over the phone). TRAINER
GRILL
• Observe and confirm trainee’s
WHY IS IT IMPORTANT? knowledge of ordering options
• Guests may ask what their and ability to communicate them.
options are and may ask you for
CERTIFIED help.
TRAINER • It’s important to select the right
order mode when closing a check
so that we can accurately track
sales.
KITCHEN
MANAGER SHADOW
TRAINER
• Review ordering options with
SERVICE trainee.
MANAGER • Have the trainee play the role
of a first-time guest and explain
all ordering options to practice
hospitality standards.
APPRENTICE

GENERAL
MANAGER
ORIENTATION
HOSPITALITY
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Whenever a guest provides • Demonstrate saying “thank you”
payment, say, “Thank you.” when a guest provides payment.
• Say goodbye to guests in two • Demonstrate a two-part goodbye
parts: to a guest.

CASH • An expression of gratitude, • Provide an example (other

such as “Thank you” than the one listed above) of
• A polite invitation to “enjoy” anticipating a guest’s needs at
or “please come back soon.” Cash.

• Example goodbye: • Walk through the steps of BLAST

DIGITAL as if you were responding to a
“Thanks so much, and
please enjoy your meal.” guest’s concern. Remember to
demonstrate belief and listening
• Anticipate guests’ needs as they through body language, nodding,
pay for their food. paraphrasing, etc.
PREP • Example: A father dining in
and holding a baby will need TRAINEE
their food carried to their • Observe trainer’s body language,
table. Offer to carry the tray tone of voice, and word choice
without them having to ask. as they serve at Cash and walk
GRILL through the steps of responding
• If a guest comes to you with to a guest concern.
a concern, follow the steps of
BLAST: PERFORM
• Believe them
CERTIFIED TRAINEE
TRAINER • Listen • With your trainer playing the
• Apologize role of a guest, check them out
• Solve the issue at Cash. Say “Thank you” when
• Thank them for bringing it up. they provide payment and wish
KITCHEN them goodbye in two parts.
MANAGER WHY IS IT IMPORTANT?
• Standardized language at Cash • Provide an example (other than
keeps the Chipotle experience the one listed above and the
consistent from restaurant to one the trainer provided during
SERVICE restaurant. Shadow) of anticipating a guest’s
MANAGER needs.
• Cash is the guest’s last
impression of the restaurant for • Walk through the steps of BLAST
all to-go orders. and apply them to a hypothetical
guest complaint.
• Anticipating the guests’ needs
APPRENTICE lets them know we are obsessed
with their experience.
• Cash is often the point of contact
for guests who have concerns;
GENERAL the cashier needs to be ready to
MANAGER
respond using BLAST.
Continued on the next page ¬
ORIENTATION HOSPITALITY CONTINUED

TRAINER
• Role-play as a guest at Cash and let
LINE
your trainee check you out.
• Listen for “thank you” when you
provide payment and for a two-part
goodbye when the transaction’s over.
• Observe and give feedback on the
CASH trainee’s body language, tone of voice,
and word choice.
• Ask trainee for an example of
anticipating guest’s needs other than
DIGITAL those already provided in Introduce and
Shadow.
• Provide the trainee with a hypothetical
guest complaint and ask them to apply
the steps of BLAST.
PREP
VALIDATE
TRAINEE
• Recite what Cash says when receiving
GRILL payment and when saying goodbye to a
guest.
• Explain why each step in BLAST is
important to the guest-recovery
CERTIFIED process.
TRAINER • Provide three examples of anticipating
a guest’s needs.

TRAINER
KITCHEN • Observe and confirm trainee’s
MANAGER knowledge of Cash-specific hospitality
standards and ability to meet them.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CHIPOTLE REWARDS
INTRODUCE • If the guest buys a bottle
WHAT DO YOU NEED TO KNOW? beverage or pays with currency,
LINE • Chipotle Rewards is our program you need to pick up and operate
built to reward our guests. Guests the scanner, and then place it
can sign up for the program back so it’s ready for the next
using our app or website. Once member to self-scan.
they’re a member, guests can eat • You need to know how to give
CASH Chipotle, earn points, and score guests a high-level overview of
rewards for free Chipotle. Chipotle Rewards. A suggested
• In-restaurant guests will scan script is: “Chipotle Rewards is
at the POS, so you need to ask our new program built to reward
every guest “Will you be scanning our guests. After you sign up,
DIGITAL you can eat Chipotle, earn points,
for points today?” Expo will ask
this at peak and Cash will ask and then redeem those points for
during non-peak. free Chipotle.”

• Members will need to scan before • You also need to know how to
PREP they provide payment to you. direct guests for any questions
The scanner has been moved you don’t know the answer to.
to face the guest and closer to You can either direct them to the
them so they can scan their code Chipotle Rewards Ambassador
themselves. You need to make working the shift, which will
GRILL sure it’s always in this position. be the SM or above, or to the
Rewards FAQ on chipotle.com.
• If the guest can’t get their code
to scan, you need to pick up the WHY IS IT IMPORTANT?
scanner and move it closer to the • The program is our chance to
CERTIFIED guest’s phone without touching reward our regular guests and
TRAINER the phone. If the phone is locked, to encourage our less frequent
politely ask the guest to unlock guests to come back more often.
it. If the guest’s phone isn’t bright It also brings a tremendous
enough, politely ask the guest to opportunity to increase sales
KITCHEN
brighten it. and drive transactions in your
MANAGER
• If the code still won’t scan or if restaurant.
the scanner is down, you need • Knowing your role in Chipotle
to do the right thing, keeping in Rewards will help you
SERVICE mind how busy the restaurant is. communicate with guests
MANAGER If it’s during peak, hand the guest confidently and make sure
their receipt and let them know members scan quickly and
how they can use the information properly.
from it to earn their points. If it’s
non-peak, enter their code on the SHADOW
APPRENTICE
POS. TRAINER
• Play the role of Cash during non-
peak while your trainee plays the
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CHIPOTLE REWARDS CONTINUED

role of a guest: • Play the role of a guest while

your trainer shows you how to
» Ask them “Will you be
LINE
give a high-level overview of the
scanning for points today?”
program. Pay attention to how
» Make sure they scan before your trainer explains it.
they provide payment. • Continue to play the role of a
guest and ask them questions
» Troubleshoot if the guest can’t
CASH about the program. Pay attention
get their code to scan.
to how your trainer answers
» Enter their code on the POS if them.
their code still won’t scan or
the scanner is down. PERFORM
DIGITAL
TRAINEE
» Scan a bottle beverage to
• Play the role of Cash during non-
show how to use the scanner
peak while your trainer plays the
and then place it back.
role of a guest.
• Repeat the process, now playing
PREP • Repeat the process, now playing
the role of Expo during peak.
the role of Expo during peak.
• Give your trainee a high-level
• Give your trainer a high-level
overview of Chipotle Rewards
overview of Chipotle Rewards
as if they were a guest. Use the
as if they were a guest. Use the
GRILL suggested script or something
suggested script or something
close to it.
close to it.
• Have your trainee ask you
• Answer questions about Chipotle
questions. Pretend you don’t
Rewards from your trainer.
CERTIFIED know the answers and either
Practice directing them to the
TRAINER direct them to the Chipotle
Chipotle Rewards Ambassador
Rewards Ambassador or to the
and to the Rewards FAQ on
Rewards FAQ on chipotle.com.
chipotle.com.
KITCHEN
TRAINEE
TRAINER
MANAGER • Play the role of a guest while
• Role-play as a guest, coaching
your trainer shows you how to
in the moment to correct any
work Cash during non-peak. Pay
errors.
attention to what they do and
SERVICE how they interact with you.
VALIDATE
MANAGER • Continue to play the role of a
TRAINEE
guest while your trainer shows
• Play the role of Cash during non-
you how to work Expo during
peak for your trainer.
peak. Again, pay attention to
APPRENTICE what they do and how they • Play the role of Expo during peak
interact with you.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CHIPOTLE REWARDS CONTINUED

for your trainer.

• Give your trainer a high-level
LINE overview of Chipotle Rewards as
if they were a guest.
• Answer questions about Chipotle
Rewards from your trainer.

CASH TRAINER
• Observe and confirm trainee’s
knowledge of Cash-specific
hospitality standards and ability
to meet them.
DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
GREETING GUESTS, UPSELLING &
CONFIRMING ORDERS
LINE INTRODUCE • Confirming orders allows guests
WHAT DO YOU NEED TO KNOW? to add an extra item or make a
• Greet each guest with a smile change and be charged properly.
and eye contact; welcome back
SHADOW
guests you recognize.
CASH TRAINER
• Focus on one guest at a time.
• Demonstrate greeting guests,
• Pull guests down the line by upselling (offering sides and
upselling sides and drinks and callbacks), and confirming orders,
confirming the entire order while while explaining the “what” and
DIGITAL ringing in the POS. “whys.”
• Always offer chips and drinks;
TRAINEE
if they order chips, always offer
• Role-play as the guest, paying
queso blanco, guac, or salsa.
attention to the trainer’s words
PREP Expo will offer if deployed;
and body language.
otherwise, Cash is responsible.
• Call back down to Line to portion PERFORM
sides ordered at Cash.
TRAINEE
• Confirm orders by repeating all • Perform greeting guests,
GRILL
items ordered, including the type upselling (offering sides &
of entrée with meat, Sofritas, callbacks), and confirming orders,
or veggie; if extra meat, queso while explaining the “what” and
blanco, or guac is added; and any “whys.”
CERTIFIED sides or drinks.
TRAINER TRAINER
• Expo (or Cash, if there is no
• Role-play as the guest during the
Expo) is responsible for making
trainee’s first several attempts.
sure guests have everything they
need. • As trainee becomes more
KITCHEN comfortable, allow them to
MANAGER • When the order is confirmed, let
perform with guests, starting at
the guest know the total cost.
non-peak times.
WHY IS IT IMPORTANT?
• Care and attention to detail make VALIDATE
SERVICE
MANAGER the guest feel special. TRAINEE
• Pulling guests down the line • Perform task meeting time and
helps speed up throughput. quality requirements, explaining
“what” and “whys.”
• Repeating orders is frustrating
APPRENTICE for the guest and slows down TRAINER
throughput. • Observe and confirm trainee’s
• By offering sides, you anticipate knowledge of standards and
guests’ needs; upselling is an ability to meet them.
GENERAL easy way to increase sales.
MANAGER
ORIENTATION
MARKING ORDERS
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read entrée types from the
LINE • Marking is the last thing Line Crew Pocket Guide as the trainee
does before handing off the states the correct marking.
entrée to Expo or Cash. • Observe trainee marking orders
• During non-peak times, Cash may during service, coaching in the
need to mark orders instead of moment to correct any errors.
CASH Line.
VALIDATE
• Marking indicates type of meat,
TRAINEE
Sofritas, or veggie, and if there is
• Explain and perform marking
extra meat, queso blanco, and/or
orders, meeting standard
DIGITAL guac.
requirements.
• For half-and-half meat orders,
mark the more expensive meat. TRAINER
• Observe and confirm trainee’s
• Salads have their own marking to
knowledge of standards and
PREP differentiate them from bowls.
ability to meet them.
• Mark all to-go orders with a black
Sharpie.
• Mark with extra meat, queso
blanco, and/or guacamole.
GRILL
WHY IS IT IMPORTANT?
• It helps Cash and the guest know
what’s inside the entrée.
CERTIFIED • It ensures the guest is charged
TRAINER properly.

SHADOW
TRAINER
KITCHEN
• Review the “Marking Orders”
MANAGER
section in the Crew Pocket Guide.

TRAINEE
• Observe trainer marking orders
SERVICE while shadowing service.
MANAGER
PERFORM
TRAINEE
• State the correct marking for as
APPRENTICE read by trainer.
• Perform marking orders during
service.

GENERAL
MANAGER
ORIENTATION
BAGGING ORDERS
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • State various types of and sides;
LINE • Expo bags orders when deployed. have the trainee state the correct
During non-peak times, Cash or bagging to use.
Line bags orders. • Observe trainee bagging orders
• Choose the right bag according during service, coaching in the
to the types of and number of moment to correct any errors.
CASH items.
VALIDATE
• Keep bowls level when putting
TRAINEE
them in the bag so they don’t
• Explain and perform bagging
leak.
orders, meeting standard
DIGITAL • Each bag should have larger and requirements.
heavier items on bottom, with
smaller and lighter items on top. TRAINER
• Observe and confirm trainee’s
WHY IS IT IMPORTANT? knowledge of standards and
PREP • Carrying and opening the ability to meet them.
packaged food is part of the to-
go guests’ experience.
• Food must be protected by the
packaging so it doesn’t get
GRILL
smashed, tossed, or spilled.

SHADOW
TRAINER
CERTIFIED • Review the “Bagging Orders”
TRAINER
section in the Crew Pocket Guide.

TRAINEE
• Observe trainer bagging orders
KITCHEN while shadowing service.
MANAGER
PERFORM
TRAINEE
• State the correct bagging to use
SERVICE
MANAGER
(size, number, stack order) for
various types of and sides as read
by trainer.
• Perform bagging orders during
service.
APPRENTICE

GENERAL
MANAGER
ORIENTATION
RINGING ORDERS & CLOSING CHECKS
INTRODUCE • Demonstrate ringing orders and
WHAT DO YOU NEED TO KNOW? closing checks in training mode
LINE • The POS (Point of Sale) is the while explaining the “what” and
machine for entering orders; uses “whys.”
software called Aloha. • Demonstrate manual entry and
• POS is used to enter orders, scanning of payments.
calculate and process payments, TRAINEE
CASH give change if needed, and print • Role-play as the guest with
receipts. various orders, paying attention
• POS calculates payment and to the trainer’s words and body
accepts currency like Buy One language, as well as how they
DIGITAL Get One cards (BOGOs) or navigate through the screens and
currency cards (free ). accept payments.
• The main and most used section
is the order screen. PERFORM

PREP • Select all items (sides, dine-in, TRAINEE

or to-go) correctly to help track • Explain all screens and contents
sales accurately. of the POS and how to access
them.
• Offer a genuine thank-you when
the transaction is complete. • Perform ringing orders and
GRILL closing checks in training mode
• Offer everyone a receipt and
while explaining the “what” and
mention the link for taking a
“whys.”
guest satisfaction survey.
• Perform manual entry and
• ATO (Aloha Takeout) incorporates
CERTIFIED scanning of payments.
and processes digital orders;
TRAINER
Digital, if deployed, will take TRAINER
care of this; otherwise, Cash is • Role-play as a guest during the
responsible. trainee’s first several attempts.
KITCHEN WHY IS IT IMPORTANT? • As trainee becomes more
MANAGER • POS tracks everything we sell so comfortable, allow them to
we know how much to buy and perform with guests, starting at
have enough fresh food for our non-peak times.
guests.
SERVICE VALIDATE
MANAGER • POS works quickly to help you
achieve great throughput so our TRAINEE
guests have a great experience. • Perform task meeting time and
quality requirements, explaining
SHADOW “what” and “whys.”
APPRENTICE
TRAINER TRAINER
• Review all screens and contents • Observe and confirm trainee’s
of the POS and how to access knowledge of standards and
them. ability to meet them.
GENERAL
MANAGER
ORIENTATION
COMMUNICATING DURING SERVICE
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Expo, when deployed, is the first • Perform all required
point of contact with guests after responsibilities of Expo, supporting
Line; if there’s no Expo, Cash and communicating with the
is responsible for performing trainer as Cash during service,
responsibilities of Expo and Cash. starting at non-peak times.
CASH • Call back side orders of queso • Perform all required
blanco, guac, or salsa to Line. responsibilities of Cash, supporting
• Remember to ask Line to check and communicating with the
on quesadillas. trainer as Expo during service,
starting at non-peak times.
DIGITAL • Mark and bag orders accurately.
• Expo, when deployed, TRAINER
communicates entrée type • Perform all required
accurately to Cash. responsibilities of Cash, supporting
and communicating with the
PREP • If the digital make line is in the trainee as Expo during service,
BOH, communicate frequently starting at non-peak times.
with Digital to ensure guests are
greeted and served hospitably. • Perform all required
responsibilities of Expo, supporting
GRILL WHY IS IT IMPORTANT? and communicating with the
• Accurately marking, bagging, and trainee as Cash during service,
charging for orders impacts the starting at non-peak times.
guest experience. • As trainee becomes more
CERTIFIED • Cash and Expo are often the comfortable, allow them to
TRAINER last people guests interact with perform as Cash by themselves,
before leaving the restaurant. without an Expo and with guests,
• If Digital cannot see when guests starting at non-peak times.
arrive for orders, Cash and Expo
KITCHEN are responsible. VALIDATE
MANAGER TRAINEE
SHADOW • Perform both roles and meet
TRAINER time and quality requirements,
• Demonstrate all required explaining “what” and “whys.”
SERVICE
MANAGER communication responsibilities TRAINER
of Cash and Expo during service, • Observe and confirm trainee’s
starting at non-peak times. knowledge of standards and
TRAINEE ability to meet them.
APPRENTICE • Start as Expo and observe trainer
demonstrating role of Cash and
how they communicate during
service.
GENERAL
MANAGER
ORIENTATION
PILOTS AND LIMITED-TIME OFFERS
(IF APPLICABLE)
LINE INTRODUCE menu panels, window clings, and
WHAT DO YOU NEED TO KNOW? Allergen Cards for Line).
• At any given time, your TRAINEE
restaurant may be testing a new • Sample any food or beverage
item (e.g. a new drink) or service items you may be testing.
CASH (e.g. a loyalty app).
• Observe your trainer as they
• A pilot is a new product or prepare or serve any test food or
service we’re testing on a small beverages.
scale in the hope of expanding it
• Ask your trainer any questions
DIGITAL to more restaurants.
you may have.
• A limited-time offer is a product
or service we release on a wide PERFORM
scale with the intent of driving up
TRAINEE
guests’ interest, with no plan to
PREP • Perform tasks relevant to
make a permanent change.
your position with the training
• The Quarterly Rollouts Updates materials present.
page on Chip Links will provide
• Follow any steps given in the
more specific information on any
training materials, explaining the
GRILL pilots or limited-time offers that
“what” and “whys.”
apply to your restaurant.
• Continue performing multiple
WHY IS IT IMPORTANT? observed repetitions, working
• Pilots and limited-time offers make towards achieving time and
CERTIFIED the guest experience special. quality requirements.
TRAINER
• Pilots and limited-time offers can
TRAINER
bring in infrequent or lapsed guests.
• Read any steps provided in the
• Knowing the details of a pilot relevant training materials aloud
KITCHEN or limited-time offer will help during the trainee’s first attempt.
MANAGER you communicate with guests
• As trainee becomes more
confidently and persuasively.
comfortable, allow them to use
tools without you.
SHADOW
SERVICE TRAINER VALIDATE
MANAGER • Tell your trainee about any
TRAINEE
pilots or limited-time offers your
• Perform tasks meeting time and
restaurant is currently running.
quality requirements, explaining
• Explain how these pilots affect “what” and “whys.”
APPRENTICE the position they are currently
training for. TRAINER
• Observe and confirm trainee’s
• Show the trainee training materials
knowledge of standards and
for the pilot or limited-time offer
GENERAL ability to meet them.
specifically related to their position
MANAGER (e.g. a Recipe Card for Grill;
ORIENTATION
EXPO SERVICE
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Perform all required
LINE • Check mise en place before responsibilities of Cash,
service for items like bags, cups, supporting and communicating
lined baskets, and trays. with the trainee as Expo during
service, starting at non-peak
• Expo, when deployed, is the first times.
point of contact with guests after
CASH Salsa; if there’s no Expo, Cash • As trainee becomes more
is responsible for performing comfortable, allow them to
responsibilities of Expo and Cash. perform as Expo by themselves,
starting at non-peak times.
• Greet guests, offer upsell items
DIGITAL (sides, chips, or drinks), and VALIDATE
confirm orders for Cash.
TRAINEE
• Mark and bag orders accurately. • Perform as Expo and meet
• Expo, when deployed, time and quality requirements,
PREP communicates entrée type explaining “what” and “whys.”
accurately to Cash.
TRAINER
WHY IS IT IMPORTANT? • Observe and confirm trainee’s
• Accurately marking, bagging, and knowledge of standards and
charging for orders impacts the ability to meet them.
GRILL
guest experience.
• Cash and Expo are often the
last people guests interact with
before leaving the restaurant.
CERTIFIED
TRAINER • If Digital cannot see when guests
arrive for digital orders, Cash and
Expo are responsible.

KITCHEN SHADOW
MANAGER TRAINER
• Demonstrate all required
communication responsibilities of
Expo during service, starting at
SERVICE non-peak times.
MANAGER
PERFORM
TRAINEE
• Perform all required
APPRENTICE responsibilities of Expo,
supporting and communicating
with the trainer as Cash during
service, starting at non-peak
GENERAL times.
MANAGER
ORIENTATION
CASH SERVICE
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Perform all required
LINE • Check mise en place before responsibilities of Expo, supporting
service for items like bags, cups, and communicating with the
lined baskets, trays, receipt paper, trainee as Cash during service,
change sleeves, and cash drawer. starting at non-peak times.

• Expo, when deployed, is the first • As trainee becomes more

CASH point of contact with guests after comfortable, allow them to
Line; if there’s no Expo, Cash perform as Cash by themselves,
is responsible for performing without an Expo, starting at non-
responsibilities of Expo and Cash. peak times.

DIGITAL • Greet guests, offer upsell items VALIDATE

(sides, chips, or drinks), and
TRAINEE
confirm orders for Cash.
• Perform as Cash and meet
• Mark and bag orders accurately. time and quality requirements,
PREP • Expo, when deployed, explaining “what” and “whys.”
communicates entrée type
TRAINER
accurately to Cash.
• Observe and confirm trainee’s
WHY IS IT IMPORTANT? knowledge of standards and
• Accurately marking, bagging, and ability to meet them.
GRILL
charging for orders impacts the
guest experience.
• Cash and Expo are often the
last people guests interact with
CERTIFIED
before leaving the restaurant.
TRAINER
• If Digital cannot see when guests
arrive for digital orders, Cash and
Expo are responsible.
KITCHEN
MANAGER SHADOW
TRAINER
• Demonstrate all required
communication responsibilities of
SERVICE Cash during service, starting at
MANAGER
non-peak times.

PERFORM
TRAINEE
APPRENTICE • Perform all required
responsibilities of Cash, supporting
and communicating with the
trainer as Expo during service,
GENERAL starting at non-peak times.
MANAGER
ORIENTATION
USING THE DROP BOX
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • The drop box is used to store • Explain when it is required to
large bills, special currency, place receipts or coupons in
and receipts for discounted, the drop box and what types of
promotional, or comped receipts require signatures from
transactions. whom.
CASH • Some receipts require signatures • Place all required items in the
(e.g. manager comps and team drop box while performing during
member meals). service.
• In some cases, the receipt must
be stapled to currency cards (e.g. VALIDATE
DIGITAL
currency cards) or a promotional TRAINEE
flyer (e.g. BOGOs, Spec 1, and • Explain and perform using the
Spec 3 promos). drop box, including what items
• If an order is paid for in cash with are placed there and which items
PREP
a bill larger than $20, it should be require signatures.
placed in the drop box. TRAINER
WHY IS IT IMPORTANT? • Observe and confirm trainee’s
• The drop box helps store receipts knowledge of standards and
GRILL and currency required to be ability to meet them.
submitted during checkout.
• Storing large bills in the drop
box during service ensures they
CERTIFIED remain safe and are not stolen or
TRAINER accidentally given as change.

SHADOW
TRAINER
KITCHEN
MANAGER
• Review the relevant sections of
the Cash Handling Policies and
Responsibilities for:
» when it is required to place
SERVICE receipts or coupons in the
MANAGER drop box
» what types of receipts require
signatures and from whom.
APPRENTICE • Demonstrate placing all required
items in the drop box during
service while trainee shadows.

GENERAL
MANAGER
ORIENTATION
PROCESSING SPECIAL TRANSACTIONS
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Special transactions include • Demonstrate how to ring in all
comps, promotions (promos), and types of special transactions at the
other types of currency. POS in training mode, including
• Currency is a word we use where comp and promo buttons are
for coupons. You’ll see lots of located and on which screen.
CASH
different types. Always scan • Review ordering trends in your
them, and if they don’t scan, try restaurant to explain which special
entering them manually. transactions occur most and least
• We occasionally use free food frequently.
DIGITAL as a way of reaching out to the TRAINEE
community. • Role-play as a guest with a special
• There are local and national transaction and observe the trainer.
promotions, which bring in lots of
people. PERFORM
PREP
• We also have manager comps TRAINEE
and police comps. All managers • Perform how to ring in all types
and above in the restaurant, plus of special transactions at the POS
your Field Leader, can approve a in training mode, including where
GRILL manager comp by swiping their comp and promo buttons are
card. located and on which screen.
• Talk to your manager if you • Explain ordering trends in
are unsure of any transaction, your restaurant and which
CERTIFIED currency, comp, or promo. special transactions occur most
TRAINER frequently and least frequently.
WHY IS IT IMPORTANT?
• We want to give our guests TRAINER
a reason to come into our • Role-play as a guest with multiple
KITCHEN restaurant more frequently; special transactions and observe
MANAGER promotions are a great way to do the trainee, providing real-time
this. coaching and feedback as needed.
• Our guests feel special because
VALIDATE
they are getting a deal.
SERVICE TRAINEE
MANAGER • Every detail matters, and these
• Perform task meeting time and
special transactions are no
quality requirements, explaining
exception—even if they don’t
“what” and “whys.”
happen often, they have to be
done correctly. TRAINER
APPRENTICE
• Knowing how to handle a special • Observe and confirm trainee’s
transaction will help you keep knowledge of standards and ability
throughput moving. to meet them.

GENERAL
MANAGER
ORIENTATION
PROCESSING GIFT CARD TRANSACTIONS
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE
• There are several types of gift cards: magnetic-stripe gift cards, gift cards
with a QR code, and digital gift cards.

CASH

DIGITAL
Magnetic Stripe Gift Card Chipotle Rewards
Gift Card w/ QR Code App Gift Card

PREP • Gift cards can be swiped (magnetic-stripe), scanned (printed or mobile QR

code), and some may need to be entered manually.
• Gift cards can be purchased in restaurant, online, or in grocery/retail stores.
• Gift cards can be redeemed in the restaurant, online, and on the Chipotle
GRILL mobile app.
• Sometimes, you may be required to check the guest’s ID when they
purchase a gift card.
• You will learn how to accept a gift card as a form of payment, sell a gift card
CERTIFIED to a guest, and help a guest check the balance of their gift card.
TRAINER

WHY IS IT IMPORTANT?
• Every detail matters, and gift card transactions are no exception - even if
KITCHEN they don’t happen often, they have to be done correctly.
MANAGER
• Knowing how to handle all types of gift card transactions will help you keep
throughput moving.
• Gift card purchases help build sales and allow our guests to give the gift of
SERVICE Chipotle to whomever they want in a fun way.
MANAGER • Because of Chipotle Rewards and the Chipotle mobile app, more guests are
using their app to pay - this includes using a gift card.

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION
PROCESSING GIFT CARD TRANSACTIONS CONTINUED

ACCEPTING A GIFT CARD AS A FORM OF PAYMENT

If a guest provides a gift card as a form of payment, you will need to follow the
LINE steps listed below:

1 2

CASH

DIGITAL

PREP

GRILL

1. After you ring in the guest’s order, Click “DINE IN”or “TAKE OUT,”
2. Click “Gift Card REDEEM,”
3. The total amount due will appear,
CERTIFIED
4. Confirm the amount is correct and click “OK,”
TRAINER
5. Swipe the gift card on the POS (or the guest scans their phone, if they are
using a digital gift card)

NOTE: If the gift card balance is insufficient to cover the total amount
KITCHEN
due, the following error message will appear on your screen:
MANAGER

SERVICE
MANAGER
When you see this alert, kindly ask the guest for another method
of payment for the remaining balance due and process the
payment as you normally would.

APPRENTICE 6. Hand the guest their credit card (or change), receipt, and the gift card (if a
physical gift card was used).

GENERAL
MANAGER Continued on the next page ¬
ORIENTATION
PROCESSING GIFT CARD TRANSACTIONS CONTINUED

SELLING (OR RELOADING) A GIFT CARD TO A GUEST

If a guest asks to purchase a gift card, you will need to follow the steps listed
LINE
below:

1 2
CASH

DIGITAL

3 4

PREP

GRILL

1. Click “Gift Card” on the home screen,

2. Click “Gift Card,”
3. Enter the quantity of gift cards being purchased and click “OK,”
CERTIFIED
TRAINER
4. Enter the amount for the first gift card and click “OK,”
5. Swipe the gift card on the POS or scan the QR code (if the gift
card has a QR code),

NOTE: The gift card now has a balance on it. Make sure to ask the guest
KITCHEN
MANAGER
for payment before handing the gift card to the guest.

6. “New Gift Card” and the total amount due will appear on the check,
7. Click “DINE IN” or “TAKE OUT,”
8. Tell the guest the total amount due and accept their payment,
SERVICE
MANAGER
9. Process the payment,
10. Hand the guest their credit card (or change), receipt, and the gift card.

NOTE: Place gift cards in a gift card envelope. Hand the gift card to the
guest inside of the envelope.
APPRENTICE

GENERAL
MANAGER Continued on the next page ¬
ORIENTATION
PROCESSING GIFT CARD TRANSACTIONS CONTINUED

CHECKING THE BALANCE OF A GIFT CARD

If you need to check the balance of a gift card, follow the steps listed below:
LINE

1 2
CASH

DIGITAL

3
PREP

GRILL

1. Click “Gift Card” on the home screen,

CERTIFIED 2. Click “Gift Card Balance,”
TRAINER 3. Swipe the gift card on the POS machine,
4. A receipt with the balance will print out,
5. Hand the receipt and gift card to the guest.

KITCHEN
MANAGER
SHADOW
TRAINER
• Demonstrate how to accept a gift card as a form of payment, sell a gift card to
SERVICE a guest, reload a gift card, and check the balance of a gift card.
MANAGER
TRAINEE
• Role-play as a guest paying with a gift card, purchasing a gift card, reloading a
gift card, and checking the balance of a gift card.
• Observe the trainer as they process each transaction.
APPRENTICE

GENERAL
MANAGER Continued on the next page ¬
ORIENTATION
PROCESSING GIFT CARD TRANSACTIONS CONTINUED
PERFORM

LINE
TRAINEE

• Perform how to accept a gift card as a form of payment, sell a gift card to
a guest, reload a gift card, and check the balance of a gift card. Note: Use
an empty gift card for this step.

CASH TRAINER

• Role-play as a guest using a gift card as a form of payment, buying a gift

card, reloading a gift card, and checking the balance of a gift card.

DIGITAL
VALIDATE

TRAINEE

• Demonstrate how to accept a gift card as a form of payment, sell a gift

PREP
card to a guest, reload a gift card, and check the balance of a gift card.

• Explain why each type of gift card transaction is important to know.

TRAINER
GRILL
• Observe and confirm trainee’s knowledge of standards for accepting a gift
card as a form of payment, selling a gift card to a guest, reloading a gift
card and checking the balance of a gift card.

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
USING ATO
INTRODUCE TRAINEE
WHAT DO YOU NEED TO KNOW? • Role-play as a guest with a digital
LINE • ATO stands for Aloha Takeout. order and observe trainer using
ATO.
• ATO is used to accept and
manage digital orders. PERFORM
• Guests cannot pay in store for TRAINEE
CASH digital orders. • Perform accessing ATO, including
• Sometimes cards decline when how to manage and close orders.
paying online and we need to • Demonstrate communicating
catch that before they leave the with the line to have orders made
restaurant. on time but not slow down guests
DIGITAL
• When Digital is deployed, they ordering in the restaurant.
manage, make, and close online • Explain schedules and trends
orders from the digital make line. in your restaurant, when Digital
• Guests can order food to be is deployed, and when Cash is
PREP picked up in as little as eight responsible for ATO.
minutes.
TRAINER
WHY IS IT IMPORTANT? • Role-play as a guest with a
• Digital orders improve digital order and observe trainee,
GRILL throughput by having fewer providing real-time coaching and
people waiting in line and help feedback as needed.
us handle group orders more
quickly. VALIDATE
• If Digital is not deployed, Cash is TRAINEE
CERTIFIED
TRAINER responsible for monitoring ATO • Perform task meeting time and
orders. quality requirements, explaining
“what” and “whys.”
SHADOW
TRAINER
KITCHEN TRAINER • Observe and confirm trainee’s
MANAGER • Demonstrate how to access ATO, knowledge of standards and
including how to manage and ability to meet them.
close orders.
• Demonstrate communicating
SERVICE
MANAGER with the line to have orders made
on time but not slow down guests
ordering in the restaurant.
• Review schedules and trends in
APPRENTICE your restaurant to explain when
Digital is deployed and when
Cash is responsible for ATO.

GENERAL
MANAGER
ORIENTATION
CRASH KIT
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Used when POS does not have • Explain where the Crash Kit is
power or internet connection stored, what all contents are
• Used to calculate cash used for, and where replacements
transactions and accept credit are found.
card payments • Perform using the Crash Kit,
CASH including how to communicate
• Must always be easily accessible
and fully stocked to avoid delays with guests, use equipment,
when it’s needed process credit card and cash
transactions, properly fill out
WHY IS IT IMPORTANT? forms/slips, and manually enter
DIGITAL
• Allows us to take payments when orders when the POS is back up.
the POS goes down so we can
still serve our guests TRAINER
• Review contents of the Crash
SHADOW Kit and read the Crash Kit mise
PREP
en place sheet while having the
TRAINER
trainee explain the “what” and
• Show trainee where Crash Kit
“whys” of each item.
and replacement items are stored
and accessed. • Role-play as the guest while
GRILL the trainee uses the Crash Kit,
• Review Crash Kit mise en place
providing real-time coaching and
sheet and all required contents,
feedback as needed.
including knuckle buster, credit
card slips, tally sheets, calculator, VALIDATE
CERTIFIED writing utensils, and flashlight.
TRAINER TRAINEE
• Demonstrate how to • Perform task, meeting time
communicate with guests when and quality requirements and
using the Crash Kit. explaining “what” and “whys.”
KITCHEN • Demonstrate how to use
MANAGER equipment, process credit card TRAINER
and cash transactions, properly • Observe and confirm trainee’s
fill out forms/slips, and manually knowledge of standards and
enter orders when the POS is ability to meet them.
SERVICE back up.
MANAGER
TRAINEE
• Read each step from Crash Kit
mise en place sheet aloud as the
trainer demonstrates.
APPRENTICE
• Role-play as the guest while the
trainer uses the Crash Kit, paying
attention to what the trainer says
and their body language.
GENERAL
MANAGER
ORIENTATION
ANSWERING THE PHONE
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Answer the phone in three • Perform how to properly answer
parts: “Thank you for calling the the phone, what to say, and
____________ Chipotle. This is answers to frequently asked
_____________. How can I help questions.
you?” • Demonstrate knowledge of how the
CASH • Answer within two rings: the phones work.
guest calling can’t wait for an
TRAINER
answer, and the ringing phone
• Role-play as a guest calling the
will negatively impact the guest
restaurant with frequently asked
experience in the restaurant.
DIGITAL questions while the trainee
• Know general information about demonstrates proper phone
the restaurant to provide answers etiquette and ability to answer
quickly, e.g. location, hours, how questions or find the right
to place catering orders, setting person.
PREP up a fundraiser, etc.
• If you cannot help or answer a VALIDATE
question, quickly find the right TRAINEE
person who can. • Perform task meeting time and
GRILL quality requirements, explaining
WHY IS IT IMPORTANT?
“what” and “whys.”
• This may be the guest’s first
impression of your restaurant. TRAINER
• The guest experience includes • Observe and confirm trainee’s
CERTIFIED interactions on the phone. knowledge of standards and
TRAINER ability to meet them.
SHADOW
TRAINER
• Demonstrate how to properly
KITCHEN
MANAGER
answer the phone and what to
say.
• Demonstrate how the phones
work in your restaurant.
SERVICE • Demonstrate how to handle
MANAGER
common calls: directions to your
restaurant, complaints, questions,
lost items, etc.

APPRENTICE TRAINEE
• Role-play as a guest calling the
restaurant while the trainer
demonstrates.

GENERAL
MANAGER
ORIENTATION
THROUGHPUT
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Review trainee’s successes/
LINE • Throughput is how we measure opportunities related to
how many entrées we have in 15 throughput while in position
minutes or an hour. during peak periods.

• Refer to the Throughput VALIDATE

Foundations course and the
CASH TRAINEE
Throughput Cards for Expo and
• Explain the core responsibilities,
Cash to learn more.
dos and don’ts, and five
WHY IS IT IMPORTANT? foundations of throughput as
• Outstanding throughput is they relate to Expo and Cash.
DIGITAL essential to providing an • Perform and contribute to
excellent guest experience. outstanding throughput while in
• When throughput is excellent, guests position during peak periods.
move through the line quickly and we
TRAINER
PREP increase transactions.
• Observe and confirm trainee’s
Take the Throughput Foundations knowledge of standards and
course on Avocado Academy, then ability to meet them.
review the Throughput Cards for
Expo and Cash
GRILL
SHADOW
TRAINER
• Explain how Expo and Cash
CERTIFIED contribute to outstanding
TRAINER throughput while explaining the
“what” and “whys” of each.
• Review successes/opportunities
related to throughput after
KITCHEN
MANAGER
trainee shadows first service.

PERFORM
TRAINEE
SERVICE • Demonstrate how Expo and
MANAGER Cash contribute to outstanding
throughput by performing
the core responsibilities, dos
and don’ts, and five foundations
APPRENTICE of throughput.
• Explain successes/opportunities
related to throughput to trainer
after performing in position
during peak periods.
GENERAL
MANAGER
ORIENTATION
CASH CLEANING AND MAINTENANCE
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Responsible for cleaning and • Show trainee where cleaning
maintaining equipment like the supplies are stored and explain
POS, change sleeve, drawer, when and how they are used.
phone, beverage cooler, soda • Demonstrate all shift
machine, tea urns, ice machine, change/closing cleaning and
CASH bag-in-box racks, hoses, and CO2 maintenance tasks for Cash
tank. according to the Cleaning and
• The Cleaning & Maintenance Maintenance Procedures while
Cards and Procedures course on explaining the “what” and “whys”
Avocado Academy will teach you (e.g. cleaning the soda machine,
DIGITAL
how to maintain and repair this cleaning the restrooms, cleaning
equipment. floors, etc.).
• Other cleaning tasks for dining TRAINEE
room, patio, drink station, Expo • Read each step for each
PREP counter, and restrooms include task from the Cleaning and
sweeping and mopping floors; Maintenance Procedures aloud
emptying trash; collecting and while the trainer demonstrates
cleaning baskets and trays; the task.
cleaning the sneeze guard;
GRILL cleaning high-touch items like the PERFORM
POS screen, phone, and markers;
TRAINEE
and cleaning and organizing the
• Perform each task for trainer
valence.
with Cleaning and Maintenance
CERTIFIED
WHY IS IT IMPORTANT? Procedure present.
TRAINER
• Regular maintenance keeps • Follow all steps in the procedure
equipment working properly and and explain the “what” and
efficiently. “whys.”
KITCHEN • Proper maintenance helps create • Continue performing multiple
MANAGER a safe working environment. observed repetitions, working
• Working equipment ensures we towards achieving time and
are serving safe and delicious quality requirements.
food in a safe environment.
SERVICE TRAINER
MANAGER • Slow or broken equipment • Read each step aloud during the
negatively affects the guest trainee’s first attempt.
experience.
• As trainee becomes more
• A dirty POS or other high-touch comfortable, allow them to use
APPRENTICE items can spread germs. tools without you.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CASH CLEANING AND MAINTENANCE CONTINUED

VALIDATE
TRAINEE
LINE • Perform all cleaning and
maintenance tasks meeting
time and quality requirements,
explaining “what” and “whys.”

CASH TRAINER
• Observe and confirm trainee’s
knowledge of standards and
ability to meet them.

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CASH SHIFT CHANGE OR CLOSING
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each task aloud during the
LINE • Use Crew Pocket Guide checklists trainee’s first attempt.
every day during training. • As trainee becomes more
• Use the mise en place checklist comfortable, allow them to use
and set up everything the next tools without you.
shift may need.
CASH VALIDATE
• Ensure food and beverages are
TRAINEE
stored safely and everything is
• Perform all checklist tasks
properly cleaned.
meeting time and quality
WHY IS IT IMPORTANT? requirements, explaining “what”
DIGITAL
• It helps set up the next shift for and “whys” where appropriate.
success.
TRAINER
• The way you close your station • Observe and confirm trainee’s
impacts all guests served by the knowledge of standards and
PREP crew member taking over the ability to meet them.
next shift.
• Your teammates will appreciate
it.
GRILL
SHADOW
TRAINER
• Demonstrate each checklist task
for trainee, explaining “what” and
CERTIFIED “whys” where appropriate.
TRAINER
TRAINEE
• Read each task from the Crew
Pocket Guide as the trainer
KITCHEN demonstrates.
MANAGER
PERFORM
TRAINEE
• Perform each checklist task for
SERVICE
MANAGER
trainer, explaining “what” and
“whys” where appropriate.
• Continue performing observed
repetitions, working towards
achieving time and quality
APPRENTICE
requirements.

GENERAL
MANAGER
ORIENTATION
CASH KNOWLEDGE CHECK
The Cash Knowledge Check is a 25-question quiz that can be taken on
Avocado Academy.
LINE

CASH

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
DIGITAL INDEX
BEFORE PEAK

Digital Orientation
LINE
Food Safety

Daily HACCP Control Log

Digital Opening or Shift Change

CASH
Digital Mise en Place

Digital Cleanliness

Reading Chits
DIGITAL
Managing Orders

Communicating During Service

PREP Presentation and Packaging

Hospitality

Chipotle Rewards

GRILL Pilots and Limited-Time Offers (if applicable)

PEAK
CERTIFIED Digital Service
TRAINER

AFTER PEAK
KITCHEN
Throughput
MANAGER
Digital Cleaning and Maintenance

Digital Shift Change or Closing

SERVICE
MANAGER Guest Callbacks

APPRENTICE

GENERAL
MANAGER
ORIENTATION
DIGITAL ORIENTATION
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE • Complete every order on time. WHY IS IT IMPORTANT?
• Complete every order accurately, • Tools teach us how to deliver an
including all meal customizations. excellent guest experience.
• Assemble, package, and label • Tools help us maintain our high
CASH every order properly. standards.
• Communicate with your team to
DIGITAL COURSE (VIDEO)
maintain freshness and rotation
• The Digital course will summarize
of food between lines.
and show the high-level
• Provide an excellent guest information we need to know to
DIGITAL
experience by adhering to our succeed at the Digital position.
hospitality standards.
• The Digital station shown in the
WHY IS IT IMPORTANT? course may look a little different
• Digital guests usually have from your own digital make line.
PREP limited time and interactions in Many of our digital make lines
restaurant, so everything you do come in different forms based
contributes to their experience. on the design of the restaurant.
• Communication is key to Don’t get hung up on the
not running out of food and differences. Instead focus on the
GRILL
maintaining quality. similarities.

• Making orders accurately, • Take the Digital course on

consistently, and on time is what Avocado Academy.

CERTIFIED guests will remember most. WHY IS IT IMPORTANT?

TRAINER • Understanding how to succeed
TOOLS: POCKET GUIDE/ at the Digital position will build
RECIPES/PROCEDURES/ your confidence and help you
AVOCADO ACADEMY contribute to the success of your
KITCHEN • Crew Pocket Guide: Your quick restaurant and your entire team.
MANAGER reference guide
Take the Digital course on
• Recipes: How to prepare our Avocado Academy
food; available as printed cards
or with videos
SERVICE
MANAGER • Cleaning & Maintenance
Procedures: How to clean and
maintain equipment and areas
of the restaurant; available as
printed card or with videos
APPRENTICE
• Avocado Academy: Home to
all training courses and videos;
available on tablet or BOH
computer
GENERAL
MANAGER
ORIENTATION
FOOD SAFETY
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Know and use your food safety • Show trainer where all tools
tools: Food Safety Seven Poster, are stored/displayed in your
Handwashing Poster, Crew Pocket restaurant.
Guide, Daily HACCP Control Log, • Explain and demonstrate
Food Safety Leader Guide, and knowledge of Digital-specific
CASH Allergen Cards. policies and procedures.
• Following food safety procedures • Follow all food safety policies
protects against chemical, while performing all other
physical, and biological hazards. lessons.
DIGITAL • Food safety principles apply to
every station—summarized in the VALIDATE
Chipotle Food Safety Seven. TRAINEE
• NEVER work if you are sick—stay • Explain and understand Digital-
home and call your manager. specific food safety policies and
PREP procedures.
• Wash and sanitize your hands
as shown on the Handwashing • Follow all food safety policies
Poster and at all required times. and procedures during trainer
validation observations.
• Properly store food and supplies
GRILL to avoid cross-contact. TRAINER
• Keep hot foods at 140°F or above • Observe and confirm trainee’s
and keep cold foods at 41°F or knowledge of food safety
below. standards and ability to meet
CERTIFIED them.
TRAINER WHY IS IT IMPORTANT?
• We want Chipotle to be the safest
place to eat.
• Everyone is responsible for food
KITCHEN safety.
MANAGER
• Not working while sick is a
critical way to keep guests and
teammates healthy.
SERVICE • Safe food is essential to an
MANAGER excellent guest experience.

SHADOW
TRAINER
APPRENTICE • Show trainee where these tools
are stored/displayed in your
restaurant.
• Review all tools and read aloud
GENERAL specific policies and procedures
MANAGER relevant to Digital.
ORIENTATION
DAILY HACCP CONTROL LOG
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE • Also called the DHCL or the Black Book
• HACCP stands for Hazard Analysis and Critical Control Points.
• A Hazard Analysis identifies potential food safety risks in the restaurant,
which leads to creating Critical Control Points (CCPs) to control those
CASH hazards.
• We monitor CCPs every shift to keep the restaurant safe.
• The Black Book provides corrective actions that must be taken when
there are CCP failures.
DIGITAL • The Food Safety Leader (FSL), the senior manager on duty, is responsible
for making sure it is completed honestly and accurately every shift.
• Crew can fill out sections of the DHCL but must be validated by FSL.
• Companion tool is the CCP1 Wellness Check Book, also called the Red
PREP Book.
• All restaurant team members must sign the Red Book after they
individually receive a verbal and visual Wellness Check from the FSL
immediately after clocking in.

GRILL WHY IS IT IMPORTANT?

• Ensures we are an industry leader in food safety
• Keeps our guests and teammates safe from foodborne illness
• Provides double confirmation, along with Red Book, that all team
CERTIFIED members are healthy to work
TRAINER
SHADOW
TRAINER
• Review DHCL Sample pages with the trainee, including Corrective Actions
KITCHEN example.
MANAGER
• Review CCPs—including Expectations, Standards, and Corrective Actions—
relevant to Digital.
• Demonstrate properly taking temperatures of hot and cold items for the
SERVICE digital make line, include wiping thermometer stem with a towel between
MANAGER items and how to properly sanitize after use.
• Review the Employee Confirmation Expectations, Sample, and Table in the
Red Book.

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION DAILY HACCP CONTROL LOG CONTINUED

PERFORM
TRAINEE
LINE • Read CCPs—including Expectations, Standards, and Corrective Actions—
relevant to Digital in the DHCL.
• Read the Introduction, Expectations, Food Safety Seven, Illness Policy,
and Sample Page in the Red Book, then read and sign the Commitment
Statement (repeated monthly).
CASH
VALIDATE
TRAINEE
• Explain and understand aspects of the DHCL and CCPs (Expectations,
DIGITAL Standards, and Corrective Actions) related to Digital.
• Correctly and honestly fill out Employee Confirmation table in the Red
Book after receiving Wellness Checks from FSL each day.

TRAINER
PREP • Observe and confirm trainee’s knowledge of DHCL and the Red Book and
ability to meet them, including correctly completing required sections.

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
DIGITAL OPENING OR SHIFT CHANGE
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each task aloud during the
LINE • Know tasks required before the trainee’s first attempt.
restaurant opens/you start your • As trainee becomes more
shift. comfortable, allow them to use
• Use checklist in Crew Pocket tools without you.
Guide every day during training.
CASH VALIDATE
• Complete checklist after clocking
TRAINEE
in, receiving Wellness Check, and
• Perform all checklist tasks
TIP-TOP.
meeting time and quality
• Turn on and set up equipment, requirements, explaining “what”
DIGITAL set up station, and get mise en and “whys” where appropriate.
place for prep.
TRAINER
WHY IS IT IMPORTANT? • Observe and confirm trainee’s
• Some pieces of equipment take a knowledge of standards and
PREP while to heat up and be ready for ability to meet them.
use.
• Helps you stay organized and
build regular habits
GRILL • Ensures your station is clean and
stocked before you begin service
• Being prepared allows us to serve
safe and delicious food quickly
CERTIFIED throughout each shift.
TRAINER
SHADOW
TRAINER
• Demonstrate each checklist task
KITCHEN for trainee, explaining “what” and
MANAGER “whys” where appropriate.

TRAINEE
• Read each task from the Crew
SERVICE Pocket Guide as the trainer
MANAGER demonstrates.

PERFORM
TRAINEE
APPRENTICE • Perform each checklist task for
trainer, explaining “what” and
“whys” where appropriate.
• Continue performing observed
GENERAL repetitions, working towards
MANAGER achieving time and quality
requirements.
ORIENTATION
DIGITAL MISE EN PLACE
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Mise en place means “everything • Collect all items using the Crew
in its place.” Pocket Guide and continue doing
• Digital station has more items so each day of training.
than any other crew station • Demonstrate proper mise en
because it is like working Line place for all items.
CASH and Cash all in one.
TRAINER
• Two checklists in Crew Pocket • Read each item aloud during
Guide—use every day during the trainee’s first attempt at
training. collecting mise en place.
DIGITAL • Digital make line (DML) checklist • As trainee becomes more
includes all equipment and comfortable, allow them to use
utensils. tools without you.
• Cash station checklist includes
PREP items needed for interacting with VALIDATE
guests and building sales. TRAINEE
• Collect all mise en place items for
WHY IS IT IMPORTANT?
DML and cash station.
• Mise en place keeps us organized
and efficient, which is crucial to TRAINER
GRILL
success at Digital. • Observe and confirm trainee’s
• You won’t need to collect items knowledge of standards,
during service, when you need including where items are stored
to be focused on preparing and in the restaurant and proper mise
CERTIFIED en place location and quantity for
packaging digital orders.
TRAINER
the DML and cash station.
• Many front lines look the same
at Chipotle, but the DML setup
varies more widely based on the
KITCHEN location in the restaurant.
MANAGER
SHADOW
TRAINER
• Show trainee where all items
SERVICE listed on each checklist are
MANAGER
stored in your restaurant.
• Demonstrate proper mise en
place for all items.

APPRENTICE TRAINEE
• Read each item from the Crew
Pocket Guide as the trainer
collects them.
GENERAL
MANAGER
ORIENTATION
DIGITAL CLEANLINESS
INTRODUCE • Demonstrate “clean as you go”
WHAT DO YOU NEED TO KNOW? during prep tasks and service.
LINE • A clean area is a safe area. TRAINEE
• Always have appropriate cleaning • Read each step from the
supplies readily available. Card aloud as the trainer
• Clean as you go to always keep demonstrates the task.

CASH your station clean, sanitized, and

PERFORM
well stocked.
TRAINEE
• Follow “Cleaning Continuous-
• Show trainer where cleaning
Use Surfaces” Cleaning and
supplies are stored and explain
Maintenance Card after
DIGITAL when and how they are used.
completing and before starting
new prep tasks. • Demonstrate proper chemical
mise en place and storage for
• Cleaning removes food and soil;
detergent, sanitizer, Pure, and
sanitizing reduces pathogens to
Purell.
PREP safe levels.
• Follow all steps on the Card and
• There are four steps to cleaning
explain the “what” and “whys.”
surfaces and at dish sinks: wash,
rinse, sanitize, and air-dry. • Perform “clean as you go” during
prep tasks and service.
• Use proper portioning techniques
GRILL
with the correct utensils to avoid TRAINER
spills and messes. • Read each step aloud during
the trainee’s first attempt at
WHY IS IT IMPORTANT?
cleaning.
CERTIFIED • Prevents cross-contact
TRAINER • As trainee becomes more
• Leaves less to clean at the end of
comfortable, allow them to set up
tasks/shifts
chemicals and use tools without
• Makes the line and food look more you.
appealing to guests, who may be
KITCHEN
MANAGER
able to see it from the FOH VALIDATE
TRAINEE
SHADOW
• Properly set up chemicals and
TRAINER perform all cleaning tasks
SERVICE • Show trainee where cleaning meeting quality requirements,
MANAGER supplies are stored and explain explaining “what” and “whys.”
when and how they are used.
TRAINER
• Explain proper chemical mise en
• Observe and confirm trainee’s
place and storage for detergent,
knowledge of standards and
APPRENTICE sanitizer, Pure, and Purell.
ability to meet them.
• Demonstrate cleaning following
all steps on the Card after
completing prep tasks while
GENERAL explaining the “what” and “whys”
MANAGER of cleaning and sanitizing.
ORIENTATION
READING CHITS
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? • When guests order from the
LINE • For every digital order, chits front line, they can let us know
(printouts with all the order if we are adding too much or
information) automatically print. not enough of each ingredient.
On digital orders, they can’t do
• Always read chits twice: once that, so they’re trusting us to
before making the order and make every order exactly as it is
CASH again while making the order. written on the chit.
• Chits contain guest’s information, • Order inaccuracy is one of the
including their name and phone most common guest complaints
number. received for the whole company.
DIGITAL • The pickup time on chits is when • Prevent errors by reading chits
the guests need their food to be correctly and twice.
ready for pickup.
» Every order should be SHADOW
PREP completed 15 minutes before TRAINER
the pickup time. • Demonstrate task of making
an entrée from a chit while
» Some orders arrive with
explaining the “what” and
less than 15 minutes’ notice,
and those orders should be “whys.”
GRILL
completed as soon as possible. TRAINEE
• Chits tell us the type of entrée • Read a chit aloud as the trainer
and all ingredients, including demonstrates the task of making
modifiers or customizations. a bowl.
CERTIFIED
TRAINER • Special customizations include
PERFORM
“1/2” for half-and-half meat, rice,
and bean portions; “LT” for light; TRAINEE
“XT” for extra; and “SD” for “on • Perform task for trainer using a
KITCHEN the side”—all sides are listed at chit.
MANAGER the bottom of the chit. • Build entrée to specifications on
• Order accuracy is expected 100% chit and explain the “what” and
of the time for both contents of “whys.”
the order and timeliness. • Continue performing multiple
SERVICE
MANAGER • When multiple are ordered, each observed repetitions, working
one has a name so guests know towards achieving time and
which entrée is theirs without quality requirements.
opening the meal.
TRAINER
APPRENTICE • Call guests if something about • Remind trainee to read chit
their order is unclear or if you once entirely before making the
have to make an unexpected entrée and again while making
change (e.g. we are out of an the entrée.
ingredient they ordered).
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION READING CHITS CONTINUED

• Check the completed order for

100% accuracy.
LINE
VALIDATE
TRAINEE
• Perform task meeting time and
quality requirements, explaining
CASH “what” and “whys.”

TRAINER
• Observe and confirm trainee’s
knowledge of standards and
DIGITAL ability to meet them.

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
MANAGING ORDERS
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Running Digital includes • Show trainee how to arrange
managing the flow of chits in order of pickup time.
orders, managing time, and
TRAINEE
communicating with the team.
• Watch the trainer arrange chits
• The POS uses Aloha Takeout as they come in before peak
CASH (ATO) to manage and view digital period.
orders (on the ATO screen).
• When guests place orders, the PERFORM
Smarter Pickup Times (SPUT) TRAINEE
DIGITAL system provides a list of available • Prioritize chits as the orders
pickup times and automatically come in before and during peak
removes time options when they period.
are filled with orders from other
• If it gets very busy during peak,
guests.
PREP help by arranging chits for your
• Orders need to be started at the trainer as they focus on making .
right time so they are ready 15
minutes before the scheduled TRAINER
pickup time. • Help your trainee prioritize chits
as they come in.
GRILL • The chit rack above the line
allows you to hang chits and • As chits print, help by reading
orders at eye level. the pickup time to the trainee.
• Arrange chits in the order that • If it begins to get very busy, you
you plan to make them (i.e. might divide responsibilities
CERTIFIED
TRAINER soonest pickup times first). and ask your trainee to focus on
arranging chits while you focus
• When the digital make line
on making .
becomes too busy for you to
manage by yourself, ask for help.
KITCHEN VALIDATE
MANAGER WHY IS IT IMPORTANT? TRAINEE
• Orders come in from multiple • Arrange all chits as they come in
places with different pickup times and begin making orders so they
and need to be put in order. are completed 15 minutes before
SERVICE pickup times.
• Order accuracy is expected 100%
MANAGER
of the time for both contents of TRAINER
the order and timeliness. • Observe and confirm trainee’s
• Our guests expect fast service knowledge of standards: chits
on the front line and even faster arranged by pickup time and
APPRENTICE
service on the digital make line. built so that they are completed
• Managing orders effectively will 15 minutes before the pickup
reduce complaints about late time.
orders, one of the most common
GENERAL
guest complaints along with
MANAGER
order inaccuracy.
ORIENTATION
BUILDING
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Review The Art of Portioning
LINE • Proper portions create the section in Crew Pocket Guide.
perfect flavor profile. • Demonstrate portioning and
• Proper stacking makes the stacking with a bowl and scale for
food look great and spreads items on the hot and cold lines,
ingredients evenly over the showing the correct portion with
CASH entrée. each utensil to the trainee before
placing in bowl.
• Crew Pocket Guide includes all
portion sizes, but you may use TRAINEE
some different utensils designed • Read portion size and name
DIGITAL for the DML for portioning. utensil from the Crew Pocket
• Practice is the only way to Guide aloud as the trainer
perfect portioning; use a scale demonstrates the task.
and empty bowl.
PERFORM
PREP • Never hold down on the tortilla
TRAINEE
press—it will rise when the tortilla
• Perform portioning and stacking
soufflés.
with a bowl and scale for items
BUILDING (PORTIONING) on the hot and cold lines,
VIDEO saying the portion size for each
GRILL
• Teaches how to make perfectly ingredient aloud.
portioned that also look great • Continue performing multiple
• Always let tortillas soufflé on the observed repetitions, working
press. DO NOT press down on towards achieving the standard.
CERTIFIED
TRAINER the lid. • Practice portioning different
entrée types while making your
WHY IS IT IMPORTANT? crew meal (before Open only).
• Proper portions and stacking
ensure guests get a little bit of TRAINER
KITCHEN
MANAGER
every ingredient in each bite. • Read portion size and utensil for
• Using the right portions every each ingredient aloud during the
time creates consistency for our trainee’s first few attempts.
guests. • As trainee becomes more
SERVICE • Holding down the tortilla press comfortable, allow them to use
MANAGER tools without you.
makes the tortilla drier, less
pliable, and harder to roll.
• Great-looking food makes for a
better guest experience.
APPRENTICE VALIDATE
Take the Building course on
Avocado Academy.

SHADOW
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION BUILDING CONTINUED

TRAINEE
• Know all portion sizes by
LINE
ingredient.
• Perform task meeting portion
size and stacking style standards.

TRAINER
CASH • Observe and confirm trainee’s
knowledge of standards and
ability to meet them.

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
COMMUNICATING DURING SERVICE
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Working on the digital make line • Review Calling for Food section
requires good communication in Crew Pocket Guide and discuss
with many members of the average call times from Grill to
team (Cash, Grill, Linebacker, Line, explaining the “what” and
managers) in order to deliver “whys” for each item related to
CASH great food, feel, and flow to the the equipment in your restaurant.
guest. • Review ordering trends in your
• Always call for food before it runs restaurant to explain which
out and give Grill enough time to items are ordered most and least
prepare and/or cook. frequently.
DIGITAL
• Average call times from Grill to • Explain and demonstrate how
Line in Crew Pocket Guide full/empty pans should be when
• Grill can help make more food calling for more of each item.
before peak if you know there are • Demonstrate how to marry pans
PREP
a lot of pickups during peak when food is running low and
• During peak times, Linebacker needs to be changed.
may be able to switch out pans TRAINEE
and rotate food between lines so • Observe Digital calling for food
GRILL you can focus on digital orders. and communicating with other
• Managers can help assign team members while shadowing
another person to the digital service.
make line to help us if things get
CERTIFIED too busy. PERFORM
TRAINER • If a second person is deployed, TRAINEE
communicate clearly and • Explain all average call times
constantly so orders are ready on from Grill to Line, explaining the
time. “what” and “whys” for each item
KITCHEN related to the equipment in your
MANAGER WHY IS IT IMPORTANT? restaurant.
• Digital has to be more aware
• Perform calling for food and
of communicating their needs
communicating with team
because the DML is more
SERVICE members during service.
independent and off to the side
MANAGER or in the back of house.
VALIDATE
• We will always have a fully
TRAINEE
stocked line of fresh food.
• Perform tasks meeting time and
• Running out of food risks orders quality requirements, explaining
APPRENTICE
being inaccurate or late and “what” and “whys.”
ruining the guest experience.
TRAINER
• Our team can see if there is a line
• Observe and confirm trainee’s
out the door, but they’ll never
GENERAL knowledge of standards and
know how busy the digital make
MANAGER ability to meet them.
line is unless we call out for help.
ORIENTATION
PRESENTATION AND PACKAGING
INTRODUCE • Presentation and packaging food
WHAT DO YOU NEED TO KNOW? properly helps the food quality
LINE • Wrap all burritos, bowls, and by making sure food items aren’t
tacos tightly so the ingredients crushed or damaged.
don’t leak out of the packaging. • Presentation and packaging
• Place either the label printed reinforce the level of care we put
with the entrée information or into preparing food.
CASH a blank label filled out using a • Food should be protected by
marker on each item neatly. the packaging so it doesn’t get
• Use the label to help guests smashed, tossed, or spilled.
identify their meals.
SHADOW
DIGITAL • Pre-label individual entrée
TRAINER
stickers with each guest’s name
• Review the “Bagging Orders”
before peak if there is time.
section in the Crew Pocket Guide.
• Entrée label stickers are required
• Demonstrate the standard for
PREP even if there is only one entrée in
clearly labeling stickers.
an order.
• Demonstrate how and where to
• Provide clean bags and boxes
store pre-labels, if applicable.
with every order.
• Demonstrate proper
• Stack items so that nothing spills
GRILL presentation, packaging, and
or gets crushed.
bagging with orders of various
• Keep bowls level when putting types and sizes.
them in the bag so they do not
leak. TRAINEE
CERTIFIED • Observe trainer packaging and
TRAINER • Bag larger and heavier items on
bagging orders while shadowing
bottom, with smaller and lighter
service.
items on top.
• Use the correct amount of PERFORM
KITCHEN packaging. Do not overfill or
MANAGER TRAINEE
under-fill bags.
• Explain the correct bagging to
• Always double-check orders; use (size, number, stack order)
include all sides, napkins, and for various types of and sides as
SERVICE utensils with all ordered. read by trainer.
MANAGER • Always serve vinaigrette when a • Perform presenting and bagging
salad is ordered. orders during service including
clearly labeling stickers.
WHY IS IT IMPORTANT?
• For digital guests, carrying and
APPRENTICE
opening the packaged food is
part of their experience.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION PRESENTATION AND PACKAGING CONTINUED

TRAINER
• State various types of and sides
LINE
(examples in Crew Pocket Guide
for ideas) as the trainee explains
the correct packaging to use.
• Observe trainee bagging orders
during service, coaching in the
CASH moment to correct any errors.

VALIDATE
TRAINEE
• Explain and perform
DIGITAL
presentation, packaging,
and bagging orders, meeting
standards and requirements.

TRAINER
PREP • Observe and confirm trainee’s
knowledge of standards and
ability to meet them.

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
HOSPITALITY
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Complete every order 15 • Smile and make eye contact with
minutes before the pickup time. guests.
If guests arrive earlier than 15 • Greet them within one second
minutes before their pickup time, of reaching the pickup area or
complete the orders as soon as communicate with the cashier so
CASH possible. guests are not left waiting.
• Every digital order is printed with • Demonstrate using the guest’s
the guest’s name. When speaking name when handing them their
to the guest, use their name. order.
DIGITAL • After the shift, call back guests • Demonstrate a two-part goodbye
who placed the largest orders of such as, “Thank you and enjoy!”
the day. Ask about the food and
• After the peak period, find the
the service and thank them for
phone number of a guest who
ordering from Chipotle.
PREP placed one of the largest orders
• If the guest mentions there was of the shift. Perform a callback:
something wrong with the order, introduce yourself, explain why
go through the steps of BLAST to you are calling, and ask about the
make it right. food and the service.
GRILL • When speaking with guests who • If the guest does not
place an order over the phone, or answer, leave a message
when calling back guests, speak including your name and the
with clarity and energy. Smile restaurant’s phone number
when you are speaking to them. so they can call back if
CERTIFIED
TRAINER WHY IS IT IMPORTANT? necessary.
• Having orders completed when • If the guest does answer and
the guest arrives saves the guest has a complaint, go through
time. the steps of BLAST and make
KITCHEN it right.
MANAGER • Using names personalizes the
experience for our guests. TRAINEE
• Whenever guests have a • Observe trainer’s body language,
complaint, it is our responsibility tone of voice, and word choice as
SERVICE to improve the guest experience they serve at Digital and perform
MANAGER and act on the feedback. a guest callback.
• The Digital station takes calls • If you’d like another example of
from guests frequently and must a callback, find a guest for your
uphold our hospitality standards trainer to call and listen in again.
APPRENTICE over the phone.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION HOSPITALITY CONTINUED

PERFORM
TRAINEE
LINE • Greet guests with a smile and eye
contact as soon as they reach the
pickup area or communicate with
the cashier so the guest is not left
waiting.
CASH • Use the guest’s name and use a
two-part goodbye when handing
them their order.
• After the peak period, find the
DIGITAL phone number of a guest who
placed one of the largest orders of
the shift. Perform a callback and
allow your trainer to listen in (and
jump in to help if necessary). Smile
PREP while speaking to the guest over
the phone.

TRAINER
• Observe your trainee as they
GRILL perform a callback. Listen in on the
call and offer support if necessary.
• After the call, offer feedback.
Repeat as necessary.
CERTIFIED • If your trainee prefers, practice
TRAINER a callback together as a role-play
before calling an actual guest.

VALIDATE
KITCHEN
MANAGER
TRAINER
• Ensure the trainee greets guests
immediately, smiles, and makes eye
contact with them.
SERVICE • Ensure the trainee uses the guest’s
MANAGER name and a two-part goodbye when
handing them their order.
• Observe your trainee as they
perform a callback. Listen in on the
APPRENTICE call and offer support if necessary.
After the call, offer feedback.
Repeat as necessary. If your trainee
prefers, practice a callback together
GENERAL as a role-play before calling an
MANAGER actual guest.
ORIENTATION
CHIPOTLE REWARDS
INTRODUCE and drive transactions in your
WHAT DO YOU NEED TO KNOW? restaurant.
LINE • Chipotle Rewards is our program • Knowing your role in Chipotle
built to reward our guests. Guests Rewards will help you
can sign up for the program communicate with guests
using our app or website. Once confidently and help turn them
they’re a member, guests can eat into members.
CASH Chipotle, earn points, and score • Chipotle Rewards is a great way
rewards for free Chipotle. to grow our digital business.
• Digital guests will earn their
points while ordering through the SHADOW
app or website, eliminating the TRAINER
DIGITAL
need for you to scan their code. • Give your trainee a high-level
• You need to know how to give overview of Chipotle Rewards
guests a high-level overview of as if they were a guest. Use the
Chipotle Rewards. A suggested suggested script or something
PREP script is: “Chipotle Rewards is close to it.
our new program built to reward • With your trainee, talk through
our guests. After you sign up, any potential issues a digital
you can eat Chipotle, earn points, member may have and explain
and then redeem those points for how to help them.
GRILL free Chipotle.”
• Have your trainee ask you
• You need to help members with questions. Pretend you don’t
any issues, such as if they forget know the answers and either
to add a reward or bonus to their direct them to the Chipotle
CERTIFIED order but come in expecting it at Rewards Ambassador or to the
TRAINER pickup. Rewards FAQ on chipotle.com.
• You also need to know how to
TRAINEE
direct guests for any questions
• Play the role of a guest while
KITCHEN you don’t know the answer to.
your trainer shows you how to
MANAGER You can either direct them to the
give a high-level overview of the
Chipotle Rewards Ambassador
program. Pay attention to how
working the shift, which will
your trainer explains it.
be the SM or above, or to the
SERVICE Rewards FAQ on chipotle.com. • With your trainer, talk through
MANAGER any potential issues a digital
member may have and get
WHY IS IT IMPORTANT? clarification on how to help them.
• The program is our chance to • Continue to play the role of a
reward our regular guests and guest and ask them questions
APPRENTICE
to encourage our less frequent about the program. Pay attention
guests to come back more often. to how your trainer answers
It also brings a tremendous them.
opportunity to increase sales
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CHIPOTLE REWARDS CONTINUED

PERFORM
TRAINEE
LINE • Give your trainer a high-level
overview of Chipotle Rewards
as if they were a guest. Use the
suggested script or something
close to it.
CASH • Help your trainer with any
potential issues as if they were a
guest.
• Answer questions about Chipotle
DIGITAL Rewards from your trainer.
Practice directing them to the
Chipotle Rewards Ambassador
and to the Rewards FAQ on
chipotle.com.
PREP
TRAINER
• Role-play as a guest learning
about the program, coaching
in the moment to correct any
GRILL errors.

VALIDATE
TRAINEE
CERTIFIED • Give your trainer a high-level
TRAINER overview of Chipotle Rewards as
if they were a guest.
• Help your trainer with any
potential issues as if they were a
KITCHEN guest.
MANAGER
• Answer questions about Chipotle
Rewards from your trainer.

TRAINER
SERVICE • Observe and confirm your
MANAGER
trainee’s knowledge of giving
a high-level overview, helping
guests with any potential issues
and answering guest questions
APPRENTICE they don’t know the answer to.

GENERAL
MANAGER
ORIENTATION
PILOTS AND LIMITED-TIME OFFERS
(IF APPLICABLE)
LINE INTRODUCE menu panels, window clings, and
WHAT DO YOU NEED TO KNOW? Allergen Cards for Line).
• At any given time, your TRAINEE
restaurant may be testing a new • Sample any food or beverage
item (e.g. a new drink) or service items you may be testing.
CASH (e.g. a loyalty app).
• Observe your trainer as they
• A pilot is a new product or prepare or serve any test food or
service we’re testing on a small beverages.
scale in the hope of expanding it
• Ask your trainer any questions
DIGITAL to more restaurants.
you may have.
• A limited-time offer is a product
or service we release on a wide PERFORM
scale with the intent of driving up
TRAINEE
guests’ interest, with no plan to
PREP • Perform tasks relevant to
make a permanent change.
your position with the training
• The Quarterly Rollouts Updates materials present.
page on Chip Links will provide
• Follow any steps given in the
more specific information on any
training materials, explaining the
GRILL pilots or limited-time offers that
“what” and “whys.”
apply to your restaurant.
• Continue performing multiple
WHY IS IT IMPORTANT? observed repetitions, working
• Pilots and limited-time offers make towards achieving time and
CERTIFIED the guest experience special. quality requirements.
TRAINER
• Pilots and limited-time offers can
TRAINER
bring in infrequent or lapsed guests.
• Read any steps provided in the
• Knowing the details of a pilot relevant training materials aloud
KITCHEN or limited-time offer will help during the trainee’s first attempt.
MANAGER you communicate with guests
• As trainee becomes more
confidently and persuasively.
comfortable, allow them to use
tools without you.
SHADOW
SERVICE TRAINER VALIDATE
MANAGER • Tell your trainee about any
TRAINEE
pilots or limited-time offers your
• Perform tasks meeting time and
restaurant is currently running.
quality requirements, explaining
• Explain how these pilots affect “what” and “whys.”
APPRENTICE the position they are currently
training for. TRAINER
• Observe and confirm trainee’s
• Show the trainee training materials
knowledge of standards and
for the pilot or limited-time offer
GENERAL ability to meet them.
specifically related to their position
MANAGER (e.g. a Recipe Card for Grill;
ORIENTATION
DIGITAL SERVICE
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? • If orders are completed early,
LINE • You will have an idea of how busy guests will never have to wait to
you will be before the shift starts pick them up.
based on orders already received. • A smooth and organized digital
• Your manager can print out a service will grow overall sales
“Sales – Fax & Online Report” to and provide added convenience
CASH help you understand how busy to guests who prefer to order in
you will be based on previous advance.
sales patterns. • Lower DML volume means some
• Orders for the day will start to food may not be as fresh as food
come in slowly at first and then on the front line.
DIGITAL
pick up as we approach peak • Rotating food ensures Digital
period. are getting the same excellent
• Organize orders by pickup time experience as guests who order
as they come in. through the front line.
PREP
• Orders are made in the order • Helping guests in line when you
that they will be picked up. have time can spread awareness
about ordering from the digital
• Orders will be ready 15 minutes make line and improve flow in the
before the pickup time when restaurant.
GRILL possible, but always by the pick-
up time at the latest. SHADOW
• If food on the digital make line TRAINER
is approaching its holding limit, • Demonstrate all duties required
CERTIFIED it should be rotated to the front of Digital during peak.
TRAINER line where it will be used more
quickly and replaced with fresh TRAINEE
food directly from the hotbox or • Shadow and observe trainer in
grill. position during the peak, but be
KITCHEN active and engaged. You might
MANAGER • If there is time between orders
help by managing the orders as
and the front line has a lot of
they come in and arranging them
guests, help improve throughput
on the chit rack. Or you might
on the front line by going to
help by getting started as Line
SERVICE guests in line and offer to make
would do on the front line. You
MANAGER their meal on the digital make
can also help create an excellent
line.
guest experience by interacting
• When approaching guests in the with guests, restocking, swapping
front line, choose those who are pans, keeping the line clean, etc.
APPRENTICE holding a long list of orders or
those at the end of the line if
you know you can get them their PERFORM
order faster than they would get
their food if they stayed in line.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION DIGITAL SERVICE CONTINUED

TRAINEE
• Perform all duties required of
LINE Digital—start before peak service
and work through peak period
for as long as possible until the
volume becomes too much to
handle and your trainer needs to
CASH step in.

TRAINER
• Shadow and observe trainee
in position, providing real-
DIGITAL time coaching and feedback as
needed.

VALIDATE
TRAINEE
PREP • Perform service, meeting time
and quality requirements,
explaining “what” and “whys.”

TRAINER
GRILL • Observe and confirm trainee’s
knowledge of standards and
ability to meet them.

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
DIGITAL CLEANING AND MAINTENANCE
INTRODUCE TRAINEE
WHAT DO YOU NEED TO KNOW? • Read each step for each
LINE • You’ll work closely with a variety task from the Cleaning and
of pans and utensils, the POS, Maintenance Procedures aloud
and DML-specific equipment like while the trainer demonstrates
the tortilla press, steam table, or the task.
dry wells, and cold line, reach-in,
PERFORM
CASH and hotbox. Some restaurants
also have special DML equipment TRAINEE
like warming shelves and the • Perform each task for trainer
indicator system. with Cleaning and Maintenance
Procedure present.
• The Cleaning & Maintenance
DIGITAL
Procedures course on Avocado • Follow all steps in the procedure
Academy will teach you how and explain the “what” and
to maintain and repair this “whys.”
equipment. • Continue performing multiple
PREP observed repetitions, working
WHY IS IT IMPORTANT?
towards achieving time and
• Regular maintenance keeps
quality requirements.
equipment working properly and
efficiently. TRAINER
GRILL • Proper maintenance helps create • Read each step aloud during the
a safe working environment. trainee’s first attempt.
• Working equipment ensures we • As trainee becomes more
are preparing and serving safe comfortable, allow them to use
CERTIFIED and delicious food. tools without you.
TRAINER
SHADOW VALIDATE
TRAINER TRAINEE
• Show trainee where cleaning • Perform all cleaning and
KITCHEN supplies are stored and explain maintenance tasks meeting
MANAGER when and how they are used. time and quality requirements,
explaining “what” and “whys.”
• Demonstrate all shift change/
closing cleaning and maintenance TRAINER
SERVICE tasks for Digital according to • Observe and confirm trainee’s
MANAGER the Cleaning and Maintenance knowledge of standards and
Procedures while explaining the ability to meet them.
“what” and “whys” (e.g. cleaning
the tortilla press, hotbox, reach-
in, steam tables, and dry wells;
APPRENTICE
cleaning and sanitizing dishes;
sweeping and mopping floors,
etc.).

GENERAL
MANAGER
ORIENTATION
THROUGHPUT
INTRODUCE • Explain successes/opportunities
WHAT DO YOU NEED TO KNOW? related to throughput to trainer
LINE • Throughput is how we measure after performing in position
how many entrées we have in 15 during peak periods.
minutes or an hour. TRAINER
• Refer to the Throughput • Review trainee’s successes/
Foundations course and the opportunities related to
CASH Throughput Card for Digital to throughput while in position
learn more. during peak periods.

WHY IS IT IMPORTANT? VALIDATE

• Outstanding throughput is
DIGITAL TRAINEE
essential to providing an
• Explain the core responsibilities,
excellent guest experience.
dos and don’ts, and five
• When throughput is excellent, guests foundations of throughput as it
move through the line quickly and we relates to Digital.
PREP increase transactions.
• Perform and contribute to
Take the Throughput Foundations outstanding throughput while in
course on Avocado Academy, then position during peak periods.
review the Throughput Card for
Digital TRAINER
GRILL • Observe and confirm trainee’s
SHADOW knowledge of standards and
TRAINER ability to meet them.
• Explain how Digital contributes
CERTIFIED to outstanding throughput while
TRAINER explaining the “what” and “whys”
of each.
• Review successes/opportunities
related to throughput after
KITCHEN
MANAGER
trainee shadows first service.

PERFORM
TRAINEE
SERVICE • Demonstrate how Digital
MANAGER contributes to outstanding
throughput by performing
the core responsibilities, dos
and don’ts, and five foundations
APPRENTICE of throughput.

GENERAL
MANAGER
ORIENTATION
DIGITAL SHIFT CHANGE OR CLOSING
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each task aloud during the
LINE • Use Crew Pocket Guide checklists trainee’s first attempt
every day during training. • As trainee becomes more
• Use the mise en place checklist comfortable, allow them to use
and set up everything the next tools without you.
shift may need.
CASH VALIDATE
• Ensure food is stored safely and
TRAINEE
everything is properly cleaned.
• Perform all checklist tasks
• Make guest callbacks. meeting time and quality
• Check Catering Order Manager requirements, explaining “what”
DIGITAL
and ATO for any new orders. and “whys” where appropriate.

WHY IS IT IMPORTANT? TRAINER

• It helps set up the next shift for • Observe and confirm trainee’s
success. knowledge of standards and
PREP ability to meet them.
• The way you close your station
impacts all guests served by the
crew member taking over the
next shift.
GRILL • Your teammates will appreciate
it.

SHADOW
CERTIFIED TRAINER
TRAINER • Demonstrate each checklist task
for trainee, explaining “what” and
“whys” where appropriate.

KITCHEN TRAINEE
MANAGER • Read each task from the Crew
Pocket Guide as the trainer
demonstrates.

SERVICE PERFORM
MANAGER TRAINEE
• Perform each checklist task for
trainer, explaining “what” and
“whys” where appropriate.
APPRENTICE • Continue performing observed
repetitions, working towards
achieving time and quality
requirements.
GENERAL
MANAGER
ORIENTATION
GUEST CALLBACKS
INTRODUCE • Showing guests we care about
WHAT DO YOU NEED TO KNOW? their order enough to take time to
LINE • A guest callback is when, after call will make them feel connected
peak, we call guests who ordered to us and our restaurant. It will
digital orders to ask them about build trust and loyalty with our
their experience. guests.

• Callbacks should be done for SHADOW

CASH guests who placed the largest
TRAINER
orders of the shift and for any
• Review what questions to ask
guest who was pulled from the
during a callback and how to
front line during service.
resolve common complaints.
DIGITAL • Call the phone number from the
• Demonstrate making several
chit; call back only after they have
guest callbacks to guests
had time to enjoy their meal; and
who ordered digital orders. If
have their order chit available for
possible, do so in the office so
reference during the call.
PREP the trainee can listen to both the
• Begin calls by greeting the guest, trainer and the guest side of the
identifying yourself and why conversation.
you’re calling. After that, ask if
they have a moment to talk. PERFORM
GRILL • Ask guests what feedback they TRAINEE
have about their orders and • Explain why guest callbacks are
listen carefully to their response. beneficial to both the guest and
Resolve any issues they have by the restaurant team.
acknowledging their complaint,
CERTIFIED • Explain what questions to ask
TRAINER
apologizing, and offering to make
during a callback and how to
it right.
resolve potential common
• Always thank the guests for their complaints.
time and feedback.
• Perform several guest callbacks
KITCHEN • If you cannot reach the guest,
MANAGER
to guests who ordered digital
leave a brief message that orders during service. If possible,
includes a greeting, your reason do so in the office so the trainer
for calling, a callback number, a can assist, if needed, by listening
polite statement of appreciation to both the trainee and the guest
SERVICE
MANAGER
such as “thank you,” and a side of the conversation.
hopeful request such as, “I hope
you order from us again soon.“ VALIDATE
WHY IS IT IMPORTANT? TRAINEE
APPRENTICE • Callbacks show our guests that • Explain and perform callbacks
we appreciate their business and meeting standard requirements.
value their feedback. TRAINER
• Callbacks demonstrate our • Observe and confirm trainee’s
GENERAL commitment to creating an knowledge of standards and
MANAGER excellent guest experience. ability to meet them.
ORIENTATION
PREP INDEX
BEFORE PEAK Sour Cream

Prep Orientation Chipotle Honey Vinaigrette

LINE
Food Safety Fajita Mix

Daily HACCP Control Log Pilots and Limited-Time Offers

(if applicable)
Prep Deployment Tool
CASH Hospitality
Prep Sheet
Chipotle Rewards
Prep Opening or Shift Change

Prep Mise en Place PEAK

DIGITAL
Prep Cleanliness Prep Service
Knife Safety
AFTER PEAK
PREP Dish Station Setup
Cheese (Blocked)
Washing Lettuce
Thawing Corn-Poblano Mixture
Taco Lettuce
Washing Produce
GRILL Salad Lettuce
Washing and Blanching Jalapeños
Supergreens Salad Blend
Red Onions (Sliced)
Red Onions (Diced)
CERTIFIED Bell Peppers
Jalapeños
TRAINER
Marinating Steak
Cilantro
Marinating or Portioning Chicken
Cheese (Shredded)
KITCHEN Throughput
MANAGER Limes (Halves)
Prep Cleaning and Maintenance
Limes (Wedges)
Prep Shift Change or Closing
Lemons
SERVICE
MANAGER Guacamole
KNOWLEDGE CHECK
Tomatillo-Green Chili Salsa
Prep Knowledge Check
Tomatillo-Red Chili Salsa
APPRENTICE
Roasted Chili-Corn Salsa

Fresh Tomato Salsa

GENERAL
MANAGER
ORIENTATION
PREP ORIENTATION
INTRODUCE
WHAT DO YOU NEED TO KNOW? WHY IS IT IMPORTANT?
LINE • Prep is the process of preparing • Tools teach us how to deliver an
fresh, whole ingredients to make excellent guest experience.
our food. • Tools help us maintain our high
• Prep fresh food to be served the standards.
same day or the next.
CASH
• We use real knives and classic
culinary techniques for prep and
cooking.
• Additional responsibilities
DIGITAL can include washing dishes,
monitoring the dining room and
FOH during peak for cleanliness,
performing table touches, and
working as Grill 2.
PREP
WHY IS IT IMPORTANT?
• Prep ensures we always have
plenty of fresh food for our
guests.
GRILL
• Safe and properly prepared
food creates an excellent guest
experience.

CERTIFIED TOOLS: POCKET GUIDE/

TRAINER RECIPES/PROCEDURES/
AVOCADO ACADEMY
• Crew Pocket Guide: Your quick
reference guide
KITCHEN
MANAGER
• Recipes: How to prepare our
food; available as printed cards
or with videos
• Cleaning & Maintenance
SERVICE Procedures: How to clean and
MANAGER maintain equipment and areas of
the restaurant
• Avocado Academy: Home to
all training courses and videos;
APPRENTICE available on tablet or BOH
computer

GENERAL
MANAGER
ORIENTATION
FOOD SAFETY
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Know and use your food safety • Show trainer where all tools
tools: Food Safety Seven Poster, are stored/displayed in your
Handwashing Poster, Crew Pocket restaurant.
Guide, Daily HACCP Control Log, • Explain and demonstrate
Food Safety Leader Guide, and knowledge of Prep-specific
CASH Allergen Cards. policies and procedures
• Following food safety procedures • Follow all food safety policies
protects against chemical, while performing all other
physical, and biological hazards. lessons.
DIGITAL • Food safety principles apply to
every station—summarized in the VALIDATE
Chipotle Food Safety Seven. TRAINEE
• NEVER work if you are sick—stay • Explain and understand Prep-
home and call your manager. specific food safety policies and
PREP procedures.
• Wash and sanitize your hands
as shown on the Handwashing • Follows all food safety policies
Poster and at all required times. and procedures during trainer
validation observations.
• Properly store food and supplies
GRILL to avoid cross-contact. TRAINER
• Observe and confirm trainee’s
WHY IS IT IMPORTANT?
knowledge of food safety
• We want Chipotle to be the safest
standards and ability to meet
place to eat.
CERTIFIED them.
TRAINER • Everyone is responsible for food
safety.
• Not working while sick is a
critical way to keep guests and
KITCHEN teammates healthy.
MANAGER
• Safe food is essential to an
excellent guest experience.

SHADOW
SERVICE
MANAGER TRAINER
• Show trainee where these tools
are stored/displayed in your
restaurant.
APPRENTICE • Review all tools and read aloud
specific policies and procedures
relevant to Prep.

GENERAL
MANAGER
ORIENTATION
DAILY HACCP CONTROL LOG
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Also called the DHCL or the Black • Review DHCL Sample pages with
Book the trainee, including Corrective
• HACCP stands for Hazard Actions example.
Analysis and Critical Control • Review CCPs, including
Points. Expectations, Standards, and
CASH Corrective Actions relevant to
• A Hazard Analysis identifies
potential food safety risks in Prep.
the restaurant, which leads to • Demonstrate filling out the
creating Critical Control Points DHCL for Prep-specific CCPs, e.g.
DIGITAL (CCPs) to control those hazards. Washing Lettuce and Produce and
• We monitor CCPs every shift to Marinating.
keep the restaurant safe. • Review the Employee Confirmation
• It provides corrective actions Expectations, Sample, and Table in
that must be taken when there the Red Book.
PREP
are CCP failures.
PERFORM
• The Food Safety Leader (FSL),
the senior manager on duty, is TRAINEE
responsible for making sure the • Read CCPs, including Expectations,
GRILL log is completed honestly and Standards, and Corrective Actions,
accurately every shift. relevant to Prep in the DHCL.
• Crew can fill out sections of the • Read the Introduction,
DHCL but must be validated by Expectations, Food Safety Seven,
CERTIFIED FSL. Illness Policy, and Sample Page
TRAINER in the Red Book, then read and
• Companion tool is the CCP1
sign the Commitment Statement
Wellness Check Book, also called
(repeated monthly).
the Red Book.
KITCHEN • All restaurant team members
VALIDATE
MANAGER must sign the Red Book after they
individually receive a verbal and TRAINEE
visual Wellness Check from the • Explain and understand Prep-
FSL immediately after clocking in. specific aspects of the DHCL and
SERVICE CCPs (Expectations, Standards,
MANAGER WHY IS IT IMPORTANT? and Corrective Actions).
• Ensures we are an industry
• Correctly and honestly fill out
leader in food safety
Employee Confirmation table
• Keeps our guests and teammates in the Red Book after receiving
APPRENTICE safe from foodborne illness Wellness Check from FSL every
• Provides double confirmation, day.
along with Red Book, that all
TRAINER
team members are healthy to
• Observe and confirm Trainee’s
GENERAL work
knowledge of DHCL and the
MANAGER Red Book, including correctly
completing required sections.
ORIENTATION
PREP DEPLOYMENT TOOL
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Includes names of all people • Explain and understand all
working the shift and their arrival aspects of the individual
times assignment section on the tool.
• Assigns prep tasks to everyone • Use prep deployment tool to
with time expectations, including perform prep tasks, meeting time
CASH setup and cleanup and quality requirements for all
• Assigns positions to which each items.
person is deployed for peak TRAINER
period, including the time they • Observe and confirm trainee’s
DIGITAL need to be in position knowledge, use, and ability to
• Is completed by a manager meet standards of the prep
before every shift deployment tool.
• Sets us up for successful
PREP throughput

WHY IS IT IMPORTANT?
• Ensures we have enough of the
freshest food possible
GRILL • Puts the best people in the best
spot (Aces in Places) to achieve
the fastest throughput
• Sets expectations to finish prep
CERTIFIED so we’re ready to serve our
TRAINER guests when we open

SHADOW
TRAINER
KITCHEN • Show trainee where prep
MANAGER deployment tool is posted in your
restaurant.
• Read and explain all sections to
trainee, including at least one
SERVICE
MANAGER individual assignment, to ensure
all sections are understood.

PERFORM
TRAINEE
APPRENTICE
• Show trainer where prep
deployment tool is posted in your
restaurant.
• Explain all aspects of the prep
GENERAL
MANAGER
deployment tool to trainer.
ORIENTATION
PREP SHEET
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Observe and confirm trainee’s
LINE • Helps us know how much food to knowledge, use, and ability to
make during AM, shift change, meet standards of the prep
and PM prep sheet.

• Is filled out by a manager before

every shift based on sales
CASH projections

WHY IS IT IMPORTANT?
• Ensures we minimize food waste
by prepping only what we need,
DIGITAL but ensures we have enough of
each item for service and do not
run out

SHADOW
PREP
TRAINER
• Show trainee where prep sheet is
posted in your restaurant.
• Explain prep sheet layout and
GRILL sections and how to determine
prep quantities required.
• Review all line items relevant to
Prep.
CERTIFIED
TRAINER PERFORM
TRAINEE
• Show trainer where prep sheet
tool is posted in your restaurant.
KITCHEN
MANAGER • Explain all aspects of the prep
sheet to trainer, specifically items
relevant to Prep.
• Work towards achieving time and
SERVICE quality requirements for all prep
MANAGER items.

VALIDATE
TRAINEE
APPRENTICE • Explain and understand all
aspects of the prep sheet
relevant to Prep
• Prep the correct amount of each
GENERAL item as shown in the Needs
MANAGER column for the given shift.
ORIENTATION
PREP OPENING OR SHIFT CHANGE
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each task aloud during the
LINE • Know tasks required before the trainee’s first attempt.
restaurant opens/you start your • As trainee becomes more
shift. comfortable, allow them to use
• Use checklist in Crew Pocket tools without you.
Guide every day during training.
CASH VALIDATE
• Complete checklist after clocking
TRAINEE
in, receiving Wellness Check, and
• Perform all checklist tasks
TIP-TOP.
meeting time and quality
• Turn on and set up equipment, requirements, explaining “what”
DIGITAL set up station, and get mise en and “whys” where appropriate.
place for prep.
TRAINER
WHY IS IT IMPORTANT? • Observe and confirm trainee’s
• These steps help you stay knowledge of standards and
PREP organized and build habits. ability to meet them.
• Setting up sinks and sanitizer
buckets helps the whole team be
prepared for their shift.
GRILL • Being prepared allows us to serve
safe and delicious food quickly
throughout each shift.

SHADOW
CERTIFIED
TRAINER TRAINER
• Demonstrate each checklist task
for trainee, explaining “what” and
“whys” where appropriate.
KITCHEN
TRAINEE
MANAGER
• Read each task from the Crew
Pocket Guide as the trainer
demonstrates.
SERVICE
MANAGER
PERFORM
TRAINEE
• Perform each checklist task for
trainer, explaining “what” and
“whys” where appropriate.
APPRENTICE
• Continue performing observed
repetitions, working towards
achieving time and quality
requirements.
GENERAL
MANAGER
ORIENTATION
PREP MISE EN PLACE
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each item aloud during the
LINE • Mise en place means “everything trainee’s first attempt.
in its place.” • As trainee becomes more
• Use checklist in Crew Pocket comfortable, allow them to use
Guide every day during training. tools without you.

CASH • Checklist includes all equipment VALIDATE

and ingredients needed for prep
TRAINEE
tasks.
• Collect all mise en place items
WHY IS IT IMPORTANT? for prep.
• Mise en place keeps us organized • Identify which items listed in the
DIGITAL
and efficient. Crew Pocket Guide are for each
• Mise en place ensures you have prep task/recipe.
everything you need before
TRAINER
starting each prep task to meet
• Observe and confirm trainee’s
PREP time and quality standards.
knowledge of standards: where
SHADOW items are stored, the recipe they
are used for, and proper mise en
TRAINER place for each recipe.
• Show trainee where all items
GRILL
listed on checklist are stored in
your restaurant.
• Demonstrate proper mise en
place for each prep task.
CERTIFIED
TRAINER TRAINEE
• Read each item from the Crew
Pocket Guide as the trainer
collects it.
KITCHEN
• Use Recipe Cards to determine
MANAGER
which equipment and ingredients
are needed for each specific prep
task.
SERVICE
MANAGER
PERFORM
TRAINEE
• Collect all items using the tools
and continue doing so each day
of training.
APPRENTICE
• Demonstrate proper mise en
place for each prep task.

GENERAL
MANAGER
ORIENTATION
PREP CLEANLINESS
INTRODUCE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • A clean area is a safe area. • Read each step from Card aloud
• Always have appropriate cleaning as the trainer demonstrates the
supplies readily available. task.

• Clean as you go to always keep PERFORM

CASH your station clean, sanitized, and
TRAINEE
well stocked.
• Show trainer where cleaning
• Follow “Cleaning Continuous- supplies are stored and explain
Use Surfaces” Cleaning and when and how they are used.
Maintenance Card after
DIGITAL • Demonstrate proper chemical
completing and before starting
mise en place and storage for
new prep tasks.
detergent, sanitizer, Pure, and
• Cleaning removes food and soil; Purell.
sanitizing reduces pathogens to
• Follow all steps on the Card and
PREP safe levels.
explain the “what” and “whys.”
• There are four steps to cleaning
• Perform “clean as you go” during
surfaces and at dish sinks: wash,
prep tasks and service.
rinse, sanitize, and air-dry.
TRAINER
GRILL WHY IS IT IMPORTANT?
• Read each step aloud during the
• Prevents cross-contact
trainee’s first attempt at cleaning
• Leaves less to clean at the end of their station.
tasks/shifts
• As trainee becomes more
CERTIFIED • Makes the line and food look comfortable, allow them to set up
TRAINER more appealing to guests chemicals and use tools without
you.
SHADOW
TRAINER VALIDATE
KITCHEN
• Show trainee where cleaning TRAINEE
MANAGER
supplies are stored and explain • Properly set up chemicals and
when and how they are used. perform all cleaning tasks,
• Explain proper chemical mise en meeting quality requirements
SERVICE place and storage for detergent, and explaining “what” and
MANAGER sanitizer, Pure, and Purell. “whys.”
• Demonstrate Cleaning TRAINER
Continuous-Use Surfaces, • Observe and confirm trainee’s
following all steps on the Card knowledge of standards and
APPRENTICE after completing prep tasks while ability to meet them.
explaining the “what” and “whys”
of cleaning and sanitizing.
• Demonstrate “clean as you go”
GENERAL during prep tasks and service.
MANAGER
ORIENTATION
KNIFE SAFETY
INTRODUCE • Always store knives with blades
WHAT DO YOU NEED TO KNOW? down and facing the same
LINE At Chipotle we use 2 sizes of chef’s direction.
knives: 8” and 10”.
SHARP KNIVES
We use the 8” knife because it Before you use a knife, it must be
gives you greater control for finer sharpened. This is done using a
cutting tasks such as dicing onions steel.
CASH
and jalapeños. • A knife steel is a metal
We use the 10” knife because it is sharpening stick.
great for cutting chicken, steak, • Knives get dull with use and must
and produce such as lettuce and be sharpened.
DIGITAL cilantro.
• Use a steel to maintain the sharp
Working Prep, you will use: edge.
• 8” knife PROPER KNIFE TECHNIQUE
PREP » Red Onions (Diced) For proper knife technique:
» Jalapeños • Hold your knife with your thumb
• 10” knife and index finger on the top of the
blade.
» Taco Lettuce
GRILL » Salad Lettuce • Wrap your other fingers around
the handle.
» Cilantro
• Move your hand and arm in a
» Limes (Halves)
smooth rocking motion.
» Limes (Wedges)
CERTIFIED • Keep the tip of the knife
» Lemons
TRAINER anchored to the cutting board
» Guacamole and slide through the food.
» Bell Peppers • Practice often to increase your
» Red Onions (Sliced) speed and comfort.
KITCHEN
MANAGER We have strict rules on knife safety:
SHADOW
• Aways wear a cut glove when
TRAINER
using a knife.
• Review the 2 sizes of chef’s
• Never hand off to a teammate; knives and what they are used
SERVICE
MANAGER place knife on the table to pass. for.
• When walking with a knife, carry • Review and demonstrate knife
it at your side with the blade safety procedures as shown in
down. Orientation course, explaining
APPRENTICE • Alert your team when you’re “what” and “whys.”
walking with a knife. • Demonstrate steeling a knife.
• Wash knives carefully and do not
leave them in the sink.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION KNIFE SAFETY CONTINUED

• Demonstrate proper knife VALIDATE

techniques, including how to hold TRAINEE
LINE
a knife and cutting motion with • Demonstrate knowledge of all
and without ingredients. knife safety procedures and knife
• Demonstrate cleaning and techniques, including ability to
sanitizing a knife at the dish use a knife for prep tasks and
sinks. meet standards while explaining
CASH “what” and “whys.”
• Explain knife replacement
program with Cozzini, where TRAINER
extra knives are stored, and when • Observe and confirm trainee’s
they are rotated. knowledge of all knife safety
DIGITAL procedures and knife techniques,
TRAINEE
as well as their ability to meet
• Ask questions!
standards while using a knife.
PERFORM

PREP TRAINEE
• Review the 2 sizes of chef’s
knives and what they are used
for.
• Review and demonstrate knife
GRILL safety procedures as shown in
Orientation course, explaining
“what” and “whys.”
• Demonstrate steeling a knife.
CERTIFIED • Demonstrate proper knife
TRAINER
techniques, including how to hold
a knife and cutting motion with
and without ingredients.
KITCHEN • Demonstrate cleaning and
MANAGER sanitizing a knife at the dish
sinks.
• Explain knife replacement
program with Cozzini, where
SERVICE extra knives are stored, and when
MANAGER
they are rotated.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
DISH STATION SETUP
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Most dishes, pots, pans, utensils, • Explain the standards for setting
and equipment are cleaned and up the dish station, explaining
sanitized at the dish sink by the “what” and “whys.”
being washed, rinsed, sanitized, • Demonstrate cleaning and
and air-dried. setting up the disk sinks as the
CASH • Dish sinks are drained, cleaned, trainer reads from the Crew
and refilled at least every hour, Pocket Guide.
when dirty, or when water • Continue performing multiple
temperature and/or chemical observed repetitions, working
concentrations are not at the towards achieving standards.
DIGITAL
correct level.
TRAINER
WHY IS IT IMPORTANT? • Read from the Crew Pocket Guide
• We must have clean equipment as the trainee states the correct
to prepare and serve safe and standards.
PREP
delicious food.
• Observe trainee cleaning
• Everyone uses the dish station and setting up the disk sinks,
to clean and sanitize their own coaching in the moment to
dishes, so it needs to be set up correct any errors.
GRILL correctly.
• As trainee becomes more
SHADOW comfortable, allow them to use
tools without you.
TRAINER
CERTIFIED • Review the “Setting up the Dish VALIDATE
TRAINER Station” section in the Crew
TRAINEE
Pocket Guide and all standards,
• Explain and perform cleaning
explaining the “what” and
and setting up the dish station,
“whys.”
meeting standards.
KITCHEN • Demonstrate filling sinks to the
MANAGER correct level with the proper TRAINER
water temperature and/or • Observe and confirm trainee’s
chemical concentration. knowledge of standards and
ability to meet them.
SERVICE TRAINEE
MANAGER • Observe trainer perform the task
while reading standards aloud
from the Crew Pocket Guide.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
WASHING LETTUCE
INTRODUCE demonstrates the task.
WHAT DO YOU NEED TO KNOW?
PERFORM
LINE • We receive whole heads of
unwashed romaine lettuce. TRAINEE
• Perform task for trainer with
• Produce is washed in the prep
Recipe Card present.
sink only, never in any other type
of sink. • Follow all steps on the Recipe
CASH Card and explain the “what” and
• Lettuce is washed in the AM,
“whys.”
separate from all other produce.
• Continue performing multiple
• Lettuce is rinsed with water first,
observed repetitions, working
then with Victory Wash.
DIGITAL towards achieving time and
• Victory Wash is an antimicrobial quality standards.
fruit and vegetable treatment
that removes dirt, bacteria, and TRAINER
pathogens like E. coli, listeria, and • Read each step aloud during the
PREP salmonella. trainee’s first attempt.
• Use test strips before starting in • As trainee becomes more
order to ensure the Victory Wash comfortable, allow them to use
concentration is correct tools without you.
(60-80 ppm).
GRILL VALIDATE
• Follow the “Purell Surface
Sanitizer Usage” Cleaning TRAINEE
and Maintenance Card when • Perform task meeting time and
required to prevent cross-contact quality requirements, explaining
CERTIFIED from surfaces or from other “what” and “whys.”
TRAINER ingredients. TRAINER
WHY IS IT IMPORTANT? • Observe and confirm trainee’s
• Lettuce is the most soiled knowledge of standards and
KITCHEN ingredient into our restaurant; ability to meet them.
MANAGER washing removes dirt and
bacteria.
• Washing lettuce separately from
other produce prevents cross-
SERVICE
contact.
MANAGER
SHADOW
TRAINER
• Demonstrate task, following all
APPRENTICE
steps on the Recipe Card while
explaining the “what” and “whys.”

TRAINEE
• Read each step from the Recipe
GENERAL
MANAGER Card aloud as the trainer
ORIENTATION
TACO LETTUCE
INTRODUCE quality standards.
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Mix of yellow and green pieces • Read each step aloud during the
with a fresh and crisp crunch trainee’s first attempt.
• Washed whole-head lettuce is • As trainee becomes more
cut, rinsed, and dried. comfortable, allow them to use
CASH • Using a 10” knife, cut lettuce tools without you.
into 1/4” strips; see cut chart on
Recipe Card and in Crew Pocket VALIDATE
Guide TRAINEE
• Dried using a manual or electric • Perform task meeting time and
DIGITAL salad spinner quality requirements, explaining
“what” and “whys.”
• Can be served with any entrée,
not just tacos TRAINER
• Observe and confirm trainee’s
WHY IS IT IMPORTANT?
PREP knowledge of standards and
• Thinner cut size than salad
ability to meet them.
lettuce makes stacking
ingredients easier with tacos.
• Using wilted or leathery pieces
GRILL can ruin the texture and flavor
profile.

SHADOW
TRAINER
CERTIFIED
TRAINER • Demonstrate task following
all steps on the Recipe Card
while explaining the “what” and
“whys.”
KITCHEN
TRAINEE
MANAGER
• Read each step from the Recipe
Card aloud as the trainer
demonstrates the task.
SERVICE
MANAGER
PERFORM
TRAINEE
• Perform task for trainer with
Recipe Card present.
APPRENTICE • Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
• Continue performing multiple
GENERAL observed repetitions, working
MANAGER towards achieving time and
ORIENTATION
SALAD LETTUCE
INTRODUCE quality standards.
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Mix of yellow and green pieces • Read each step aloud during the
with a fresh and crisp crunch trainee’s first attempt.
• Washed whole-head lettuce is • As trainee becomes more
cut, rinsed, and dried. comfortable, allow them to use
CASH • Using a 10” knife, cut lettuce into tools without you.
1” square pieces; see cut chart on
Recipe Card and in Crew Pocket VALIDATE
Guide. TRAINEE
• Dried using a manual or electric • Perform task meeting time and
DIGITAL salad spinner quality requirements, explaining
“what” and “whys.”
• Can be served with any entrée,
not just salads TRAINER
• Observe and confirm trainee’s
WHY IS IT IMPORTANT?
PREP knowledge of standards and
• Larger cut size than taco lettuce
ability to meet them.
because it is the base (first)
ingredient for salads and ensures
guests can get whole pieces in
each bite
GRILL
• Using wilted or leathery pieces can
ruin the texture and flavor profile.

SHADOW
CERTIFIED
TRAINER TRAINER
• Demonstrate task following all
steps on the Recipe Card while
explaining “what” and “whys.”
KITCHEN
TRAINEE
MANAGER
• Read each step from the Recipe
Card aloud as the trainer
demonstrates the task.
SERVICE
MANAGER
PERFORM
TRAINEE
• Perform task for trainer with
Recipe Card present.
APPRENTICE • Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
• Continue performing multiple
GENERAL observed repetitions, working
MANAGER towards achieving time and
ORIENTATION
SUPERGREENS SALAD BLEND
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE • Mix of 80% romaine salad lettuce, 10% baby kale, and 10% baby spinach
• Follow the Salad Lettuce Recipe Card to prep romaine lettuce before
following the Supergreens Salad Blend recipe card
• Can be served with any entree, not just salads
CASH WHY IS IT IMPORTANT?
• Proper portioning of romaine, baby kale, and baby spinach is important
because it affects the flavor profile of the Supergreens Salad Blend

SHADOW
DIGITAL
TRAINER
• Demonstrate task following all steps on the Salad Lettuce Recipe Card
while explaining “what” and “whys.”
• Demonstrate task following all steps on the Supergreens Salad Blend
PREP Recipe Card while explaining “what” and “whys.”

TRAINEE
• Read each step from the Recipe Cards aloud as the trainer demonstrates
the task.
GRILL
PERFORM
TRAINEE
• Perform task for trainer with Recipe Cards present.
CERTIFIED • Follow all steps on the Recipe Card and explain the “what” and “whys.”
TRAINER
• Continue performing multiple observed repetitions, working towards
achieving time and quality standards.

TRAINER
KITCHEN • Read each step aloud during the trainee’s first attempt.
MANAGER
• As trainee becomes more comfortable, allow them to use tools without
you.
VALIDATE
SERVICE TRAINEE
MANAGER
• Perform task meeting time and quality requirements, explaining “what”
and “whys.”

TRAINER
APPRENTICE • Observe and confirm trainee’s knowledge of standards and ability to meet
them.

GENERAL
MANAGER
ORIENTATION
RED ONIONS (DICED)
INTRODUCE • As trainee becomes more
WHAT DO YOU NEED TO KNOW? comfortable, allow them to use
LINE • We use whole, red onions, except tools without you.
for the stem and root ends, after VALIDATE
they are washed and have the TRAINEE
outer layer(s) peeled. • Perform task meeting time and
• Using a 8” knife, cut onions in half quality requirements, explaining
CASH first, then into strips, then into 1/8” “what” and “whys.”
to 1/4” pieces.
TRAINER
• Diced onions are used in fresh • Observe and confirm trainee’s
tomato salsa, roasted chili-corn knowledge of standards and
DIGITAL salsa, and guacamole. ability to meet them.
WHY IS IT IMPORTANT?
• Cut sizes are important because
they affect the flavor profile of
PREP salsas and guac.

SHADOW
TRAINER
• Demonstrate task following all
GRILL steps on the Recipe Card while
explaining the “what” and “whys.”

TRAINEE
• Read each step from the Recipe
CERTIFIED Card aloud as the trainer
TRAINER
demonstrates the task.

PERFORM

KITCHEN TRAINEE
MANAGER • Perform task for trainer with
Recipe Card present.
• Follow all steps on the Recipe
Card and explain the “what” and
SERVICE “whys.”
MANAGER
• Continue performing multiple
observed repetitions, working
towards achieving time and
quality standards.
APPRENTICE
TRAINER
• Read each step aloud during the
trainee’s first attempt.
GENERAL
MANAGER
ORIENTATION
JALAPEÑOS
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • We use whole jalapeños, • Perform task meeting time and
including seeds, after they have quality requirements, explaining
stems removed and are washed. “what” and “whys.”
• Using a 8” knife, cut jalapeños in TRAINER
half first, then into strips, then • Observe and confirm trainee’s
CASH into 1/8” to 1/4” pieces. knowledge of standards and
• Diced jalapeños are used in fresh ability to meet them.
tomato salsa, roasted chili-corn
salsa, tomatillo-green chili salsa,
DIGITAL and guacamole.

WHY IS IT IMPORTANT?
• Cut sizes are important because
they affect the flavor profile of
PREP salsas and guac.

SHADOW
TRAINER
• Demonstrate task following all
GRILL steps on the Recipe Card while
explaining “what” and “whys.”

TRAINEE
• Read each step from the Recipe
CERTIFIED Card aloud as the trainer
TRAINER
demonstrates the task.

PERFORM

KITCHEN TRAINEE
MANAGER • Perform task for trainer with
Recipe Card present.
• Follow all steps on the Recipe Card
and explain the “what” and “whys.”
SERVICE
MANAGER
• Continue performing multiple
observed repetitions, working
towards achieving time and
quality standards.

APPRENTICE TRAINER
• Read each step aloud during the
trainee’s first attempt.
• As trainee becomes more
GENERAL comfortable, allow them to use
MANAGER tools without you.
ORIENTATION
CILANTRO
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • We receive pre-washed cilantro • Perform task for trainer with
that is dried and cut in the Recipe Card present.
restaurant. • Follow all steps on the Recipe
• Before drying, remove damaged Card and explain the “what” and
or black leaves and stems. “whys.”
CASH
• Dry cilantro in the walk-in before • Continue performing multiple
cutting by covering and labeling observed repetitions, working
with the correct SSL. towards achieving time and
• There is no overnight hold for quality standards.
DIGITAL cilantro, so it must be dried, cut, TRAINER
and used the same day. • Read each step aloud during the
• Using a 10” knife, cut no more trainee’s first attempt.
than 1/4 of a bag at a time and • As trainee becomes more
PREP cut into 1/8” to 1/4” pieces. comfortable, allow them to use
• Cut cilantro is used in salsas tools without you.
(fresh tomato and roasted chili-
corn), guacamole, and both white VALIDATE
and brown rice. TRAINEE
GRILL
• Perform task meeting time and
WHY IS IT IMPORTANT?
quality requirements, explaining
• Cut sizes are important because
“what” and “whys.”
they affect the flavor profile of
salsas, guac, and rice. TRAINER
CERTIFIED
TRAINER • Using damaged, wilted, or overly • Observe and confirm trainee’s
bruised cilantro negatively knowledge of standards and
impacts flavor profiles. ability to meet them.

KITCHEN SHADOW
MANAGER TRAINER
• Demonstrate task following
all steps on the Recipe Card
while explaining the “what” and
SERVICE “whys.”
MANAGER
TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
APPRENTICE demonstrates the task.

GENERAL
MANAGER
ORIENTATION
CHEESE (SHREDDED)
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • We use a food processor called the • Perform task for trainer with
Sammic to shred blocked cheese. Recipe Card present.
• The Sammic has multiple parts and • Follow all steps on the Recipe
pieces that must be assembled in a Card and explain the “what” and
specific order to ensure cheese is “whys.”
CASH shredded correctly and safely. • Continue performing multiple
• The grater blade is very sharp. observed repetitions, working
Handle it carefully like a knife to towards achieving time and
avoid injury. quality standards.
DIGITAL • Check under the lid for large TRAINER
chunks in between the plastic disc • Read each step aloud during the
and metal grater disc throughout trainee’s first attempt.
shredding to ensure the shred size
• As trainee becomes more
stays consistent and there are no
PREP comfortable, allow them to use
clumps of cheese in the pan.
tools without you.
• The Sammic needs to be
disassembled, washed, rinsed, VALIDATE
sanitized, and allowed to air-dry
TRAINEE
GRILL every time after it is used.
• Perform task meeting time and
WHY IS IT IMPORTANT? quality requirements, explaining
• The shred size of cheese is “what” and “whys.”
important because it affects the
TRAINER
CERTIFIED flavor profile of .
TRAINER • Observe and confirm trainee’s
• Cheese needs to be shredded to knowledge of standards and
evenly mix in with all ingredients ability to meet them.
when portioned on the line.
KITCHEN
MANAGER
SHADOW
TRAINER
• Demonstrate task following
all steps on the Recipe Card
SERVICE while explaining the “what” and
MANAGER “whys.”

TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
APPRENTICE
demonstrates the task.

GENERAL
MANAGER
ORIENTATION
LIMES (HALVES)
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Wash limes with Victory Wash • Perform task meeting time and
before all else. quality requirements, explaining
• Roll the lime before cutting. “what” and “whys.”

• Using a 10” knife, cut a lime in TRAINER

CASH half and use the lime squeezer to • Observe and confirm trainee’s
season chips. knowledge of standards and
ability to meet them.
WHY IS IT IMPORTANT?
• Lime juice helps the salt stick
to chips, and a hint of lime is
DIGITAL
essential to our chips’ flavor
profile.

SHADOW
PREP TRAINER
• Perform task following all
steps on the Recipe Card while
explaining the “what” and
“whys.”
GRILL
TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
performs the task.
CERTIFIED
TRAINER PERFORM
TRAINEE
• Perform task for trainer with
KITCHEN Recipe Card present.
MANAGER • Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
• Continue performing multiple
SERVICE
MANAGER
observed repetitions, working
towards achieving time and
quality requirements.

TRAINER
APPRENTICE • Read each step aloud during the
trainee’s first attempt.
• As trainee becomes more
comfortable, allow them to use
GENERAL tools without you.
MANAGER
ORIENTATION
LIMES (WEDGES)
INTRODUCE • As trainee becomes more
WHAT DO YOU NEED TO KNOW? comfortable, allow them to use
LINE • Wash limes with Victory Wash tools without you.
before preparation.
VALIDATE
• Using 10” knife, cut limes into
TRAINEE
six wedges as a garnish for
• Perform task meeting time and
margaritas, beers, or meals.
CASH quality requirements, explaining
• Place wedge on rim of margarita “what” and “whys.”
before it’s served to the guest.
TRAINER
WHY IS IT IMPORTANT? • Observe and confirm trainee’s
• It is standard to garnish knowledge of standards and
DIGITAL
margaritas (and some beers) with ability to meet them.
lime wedges.

SHADOW
PREP TRAINER
• Perform task following all
steps on the Recipe Card while
explaining the “what” and
“whys.”
GRILL
TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
performs the task.
CERTIFIED
TRAINER PERFORM
TRAINEE
• Perform task for trainer with
KITCHEN Recipe Card present.
MANAGER • Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
• Continue performing multiple
SERVICE
MANAGER
observed repetitions, working
towards achieving time and
quality requirements.

TRAINER
APPRENTICE • Read each step aloud during the
trainee’s first attempt.

GENERAL
MANAGER
ORIENTATION
LEMONS
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each step aloud during the
LINE • Using a 10” knife, cut lemons into trainee’s first attempt.
six to eight wedges, depending • As trainee becomes more
on size comfortable, allow them to use
• Available as a garnish only, not tools without you.
included in any recipe
CASH VALIDATE
• Stored in portion cups in
TRAINEE
beverage cooler for food safety
• Perform task meeting time and
(avoids cross-contact at drink
quality requirements, explaining
station)
“what” and “whys.”
DIGITAL • Given out by cashier upon
request TRAINER
• Observe and confirm trainee’s
WHY IS IT IMPORTANT? knowledge of standards and
• Guests like lemons for drinks or ability to meet them.
PREP on their meal, but we want to
serve them safely.

SHADOW
TRAINER
GRILL
• Perform task following all
steps on the Recipe Card while
explaining “what” and “whys.”

TRAINEE
CERTIFIED
TRAINER • Read each step from the Recipe
Card aloud as the trainer
performs the task.

KITCHEN PERFORM
MANAGER TRAINEE
• Perform task for trainer with
Recipe Card present.
• Follow all steps on the Recipe
SERVICE
MANAGER
Card and explain the “what” and
“whys.”
• Continue performing multiple
observed repetitions, working
towards achieving time and
APPRENTICE
quality requirements.

GENERAL
MANAGER
ORIENTATION
GUACAMOLE
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Demonstrate task following all
LINE • Guacamole is made from whole, steps on the Recipe Card while
washed avocados that have explaining the “what”
stems removed. Avocados are and “whys.”
cut, mashed, and mixed with TRAINEE
diced red onions, diced jalapeños, • Read each step from the Recipe
CASH cilantro, citrus juice, and salt. Card aloud as the trainer
• Mixing ingredients in citrus juice demonstrates the task.
is called macerating.
PERFORM
• Start by macerating all ingredients
DIGITAL except avocados and salt. TRAINEE
• Perform task for trainer with
• Use a 10” knife to cut avocados.
Recipe Card present.
• Always wear a cut glove when
• Follow all steps on the Recipe
cutting avocados in half.
Card and explain the “what” and
PREP • Use the avocado scoop, not a “whys.”
regular spoon, for scooping.
• Continue performing multiple
• Speed is important, but be observed repetitions, working
careful while scooping so skins towards achieving time and
do not end up in the guac. quality standards.
GRILL
WHY IS IT IMPORTANT? TRAINER
• Guac is one of our most popular • Read each step aloud during the
ingredients in and with chips. trainee’s first attempt.
CERTIFIED • Safe and properly prepared • As trainee becomes more
TRAINER food creates an excellent guest comfortable, allow them to use
experience. tools without you.
• Macerating is done for food safety
to remove bacteria. VALIDATE
KITCHEN
MANAGER • Accurate portions and thorough TRAINEE
mashing and mixing achieve the • Perform task meeting time and
right flavor profile. quality requirements, explaining
“what” and “whys.”
• If there are skins or large chunks
SERVICE of avocado, it negatively impacts
MANAGER
TRAINER
the flavor profile and the guest • Observe and confirm trainee’s
experience. knowledge of standards and
ability to meet them.

APPRENTICE

SHADOW
GENERAL
MANAGER
ORIENTATION
TOMATILLO-GREEN CHILI SALSA
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each step aloud during the
LINE • Includes tomatillos, jalapeños, trainee’s first attempt.
red onions, cilantro, citrus juice, • As trainee becomes more
and a mix of spices comfortable, allow them to use
• Has a roasted flavor with tools without you.
medium spice (between fresh
CASH VALIDATE
tomato and tomatillo-red chili
salsas in heat) TRAINEE
• Perform task meeting time and
• If a guest says they’d like a little
quality requirements, explaining
bit, be sure you give them a
“what” and “whys.”
DIGITAL smaller portion.
• Served with a ladle because it TRAINER
has a liquid consistency • Observe and confirm trainee’s
knowledge of standards and
• Guest can have extra or on the
ability to meet them.
PREP side at no additional cost.

WHY IS IT IMPORTANT?
• The right amount of this salsa can
make a meal delicious, but too
much can ruin an experience if the
GRILL
guest doesn’t like spicy food.

SHADOW
TRAINER
CERTIFIED • Demonstrate task following all
TRAINER
steps on the Recipe Card and
explain the “what” and “whys.”

TRAINEE
KITCHEN • Read each step from the Recipe
MANAGER Card aloud as the trainer
demonstrates the task.

PERFORM
SERVICE
MANAGER
TRAINEE
• Perform task for trainer with
Recipe Card present.
• Follow all steps on the Recipe Card
and explain the “what” and “whys.”
APPRENTICE
• Continue performing multiple
observed repetitions, working
towards achieving time and
quality requirements.
GENERAL
MANAGER
ORIENTATION
TOMATILLO-RED CHILI SALSA
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each step aloud during the
LINE • Made from a blend of roasted trainee’s first attempt.
tomatillos and chiles de arbol • As trainee becomes more
with a mix of spices comfortable, allow them to use
• Very spicy—our spiciest salsa tools without you.

CASH • If a guest says they’d like a little VALIDATE

bit, be sure you give them a
TRAINEE
smaller portion.
• Perform task meeting time and
• Served with a ladle because it quality requirements, explaining
has a liquid consistency “what” and “whys.”
DIGITAL
• Guest can have extra or on the
TRAINER
side at no additional cost.
• Observe and confirm trainee’s
WHY IS IT IMPORTANT? knowledge of standards and
• The right amount of this salsa can ability to meet them.
PREP make a meal delicious, but too
much can ruin an experience if the
guest doesn’t like spicy food.

SHADOW
GRILL
TRAINER
• Demonstrate task following
all steps on the Recipe Card
while explaining the “what” and
CERTIFIED “whys.”
TRAINER
TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
KITCHEN demonstrates the task.
MANAGER
PERFORM
TRAINEE
• Perform task for trainer with
SERVICE
MANAGER
Recipe Card present.
• Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
APPRENTICE • Continue performing multiple
observed repetitions, working
towards achieving time and
quality requirements.
GENERAL
MANAGER
ORIENTATION
ROASTED CHILI-CORN SALSA
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Includes non-GMO sweet corn, • Perform task for trainer with
roasted poblanos, jalapeños, red Recipe Card present.
onions, cilantro, citrus juice, and • Follow all steps on the Recipe
salt Card and explain the “what” and
• Tastes crisp and sweet with “whys.”
CASH medium heat (between fresh • Continue performing multiple
tomato and tomatillo-red chili observed repetitions, working
salsas in heat) towards achieving time and
• Make sure corn is fully thawed quality requirements.
DIGITAL before prep; never use frozen
TRAINER
corn.
• Read each step aloud during the
• Mixing ingredients in citrus juice trainee’s first attempt.
is called macerating.
• As trainee becomes more
PREP • Mixing well makes the flavor comfortable, allow them to use
profile consistent for each tools without you.
serving.
• Serve with a slotted spoon to VALIDATE
drain excess liquid. TRAINEE
GRILL
• Guest can have extra or on the • Perform task meeting time and
side at no additional cost. quality requirements, explaining
“what” and “whys.”
WHY IS IT IMPORTANT?
• Safe and properly prepared TRAINER
CERTIFIED
TRAINER food creates an excellent guest • Observe and confirm trainee’s
experience. knowledge of standards and
ability to meet them.
• Macerating helps remove
bacteria.
KITCHEN
MANAGER
• Proper mixing ensures guests get
a little bit of every ingredient in
each bite.

SHADOW
SERVICE
MANAGER TRAINER
• Demonstrate task following all
steps on the Recipe Card while
explaining the “what” and “whys.”
APPRENTICE TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
demonstrates the task.
GENERAL
MANAGER
ORIENTATION
FRESH TOMATO SALSA
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Includes tomatoes, jalapeños, red • Perform task for trainer with
onions, cilantro, citrus juice, and Recipe Card present.
salt. • Follow all steps on the Recipe
• Has mild heat, is our least spicy Card and explain the “what” and
salsa, and is very popular “whys.”
CASH
• Mixing ingredients in citrus juice • Continue performing multiple
is called macerating. observed repetitions, working
• Mixing well makes the flavor towards achieving time and
profile consistent for each quality requirements.
DIGITAL serving. TRAINER
• Serve with a slotted spoon to • Read each step aloud during the
drain excess liquid. trainee’s first attempt.
• Guest can have extra or on the • As trainee becomes more
PREP side at no additional cost. comfortable, allow them to use
tools without you.
WHY IS IT IMPORTANT?
• Safe and properly prepared VALIDATE
food creates an excellent guest
TRAINEE
GRILL experience.
• Perform task meeting time and
• Macerating helps remove quality requirements, explaining
bacteria. “what” and “whys.”
• Proper mixing ensures guests get
TRAINER
CERTIFIED a little bit of every ingredient in
TRAINER • Observe and confirm trainee’s
each bite.
knowledge of standards and
SHADOW ability to meet them.

TRAINER
KITCHEN
• Demonstrate task following
MANAGER
all steps on the Recipe Card
while explaining the “what” and
“whys.”
SERVICE TRAINEE
MANAGER • Read each step from the Recipe
Card aloud as the trainer
demonstrates the task.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
SOUR CREAM
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Consistency should be like • Perform task meeting time and
pancake batter: creamy and quality requirements, explaining
pourable without any clumps. “what” and “whys.”
• Flavor is rich and tangy. TRAINER
CASH • Guest can have extra or on the • Observe and confirm trainee’s
side at no additional cost. knowledge of standards and
ability to meet them.
WHY IS IT IMPORTANT?
• When sour cream is too clumpy
or too runny, it negatively affects
DIGITAL
the taste and flavor profile of the
entrée.

SHADOW
PREP TRAINER
• Demonstrate task following
all steps on the Recipe Card
while explaining the “what” and
“whys.”
GRILL
TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
demonstrates the task.
CERTIFIED
TRAINER PERFORM
TRAINEE
• Perform task for trainer with
KITCHEN Recipe Card present.
MANAGER • Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
• Continue performing multiple
SERVICE
MANAGER
observed repetitions, working
towards achieving time and
quality requirements.

TRAINER
APPRENTICE • Read each step aloud during the
trainee’s first attempt.
• As trainee becomes more
comfortable, allow them to use
GENERAL tools without you.
MANAGER
ORIENTATION
CHIPOTLE HONEY VINAIGRETTE
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each step aloud during the
LINE • Served with every salad unless trainee’s first attempt.
guests say they don’t want it • As trainee becomes more
• Has a sweet, tangy, and smoky comfortable, allow them to use
flavor tools without you.

CASH • Follow all steps to blend and VALIDATE

emulsify properly. If the oil
TRAINEE
separates, the vinaigrette looks
• Perform task meeting time and
and tastes bad.
quality requirements, explaining
• Guest can have extra at no “what” and “whys.”
DIGITAL additional cost.
TRAINER
WHY IS IT IMPORTANT? • Observe and confirm trainee’s
• It is the perfect complement to knowledge of standards and
any salad and makes the food ability to meet them.
PREP taste delicious.
• Proper mixing and emulsifying
ensure the flavor profile is
consistent for each serving.
GRILL
SHADOW
TRAINER
• Demonstrate task following
all steps on the Recipe Card
CERTIFIED while explaining the “what” and
TRAINER
“whys.”

TRAINEE
• Read each step from the Recipe
KITCHEN Card aloud as the trainer
MANAGER demonstrates the task.

PERFORM
TRAINEE
SERVICE
MANAGER
• Perform task for trainer with
Recipe Card present.
• Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
APPRENTICE
• Continue performing multiple
observed repetitions, working
towards achieving time and
quality requirements.
GENERAL
MANAGER
ORIENTATION
FAJITA MIX
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Fajita mix is two pounds of sliced • Perform task meeting time and
red onions and three pounds of quality requirements, explaining
sliced bell peppers. “what” and “whys.”
• Always used gloved hands, a TRAINER
bowl, and a scale to accurately • Observe and confirm trainee’s
CASH portion fajita mix and toss until knowledge of standards and
evenly combined. ability to meet them.
WHY IS IT IMPORTANT?
• It’s important to follow the
DIGITAL ratio of onions to bell peppers
to achieve the correct mix and
flavor profile when fajitas are
cooked.

PREP SHADOW
TRAINER
• Demonstrate task following all
steps on the Recipe Card while
GRILL explaining “what” and “whys.”

TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
CERTIFIED demonstrates the task.
TRAINER
PERFORM
TRAINEE
• Perform task for trainer with
KITCHEN Recipe Card present.
MANAGER
• Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
SERVICE • Continue performing multiple
MANAGER observed repetitions, working
towards achieving time and
quality standards.

TRAINER
APPRENTICE
• Read each step aloud during the
trainee’s first attempt.
• As trainee becomes more
comfortable, allow them to use
GENERAL
tools without you.
MANAGER
ORIENTATION
PILOTS AND LIMITED-TIME OFFERS
(IF APPLICABLE)
LINE INTRODUCE menu panels, window clings, and
WHAT DO YOU NEED TO KNOW? Allergen Cards for Line).
• At any given time, your TRAINEE
restaurant may be testing a new • Sample any food or beverage
item (e.g. a new drink) or service items you may be testing.
CASH (e.g. a loyalty app).
• Observe your trainer as they
• A pilot is a new product or prepare or serve any test food or
service we’re testing on a small beverages.
scale in the hope of expanding it
• Ask your trainer any questions
DIGITAL to more restaurants.
you may have.
• A limited-time offer is a product
or service we release on a wide PERFORM
scale with the intent of driving up
TRAINEE
guests’ interest, with no plan to
PREP • Perform tasks relevant to
make a permanent change.
your position with the training
• The Quarterly Rollouts Updates materials present.
page on Chip Links will provide
• Follow any steps given in the
more specific information on any
training materials, explaining the
GRILL pilots or limited-time offers that
“what” and “whys.”
apply to your restaurant.
• Continue performing multiple
WHY IS IT IMPORTANT? observed repetitions, working
• Pilots and limited-time offers make towards achieving time and
CERTIFIED the guest experience special. quality requirements.
TRAINER
• Pilots and limited-time offers can
TRAINER
bring in infrequent or lapsed guests.
• Read any steps provided in the
• Knowing the details of a pilot relevant training materials aloud
KITCHEN or limited-time offer will help during the trainee’s first attempt.
MANAGER you communicate with guests
• As trainee becomes more
confidently and persuasively.
comfortable, allow them to use
tools without you.
SHADOW
SERVICE TRAINER VALIDATE
MANAGER • Tell your trainee about any
TRAINEE
pilots or limited-time offers your
• Perform tasks meeting time and
restaurant is currently running.
quality requirements, explaining
• Explain how these pilots affect “what” and “whys.”
APPRENTICE the position they are currently
training for. TRAINER
• Observe and confirm trainee’s
• Show the trainee training materials
knowledge of standards and
for the pilot or limited-time offer
GENERAL ability to meet them.
specifically related to their position
MANAGER (e.g. a Recipe Card for Grill;
ORIENTATION
HOSPITALITY
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Demonstrate hospitality to your • Demonstrate responding to a call
coworkers in the back of house: from the front of house for extra
smile, speak clearly, act with help on the line.
cheerful readiness, etc. • Model a clean and shiny
• Keep yourself and the restaurant appearance: sharp uniform,
CASH clean and shiny. tightly bound hair, clean apron
• Respond to calls for help from and hat, good posture, etc.
the front line—stop and serve the • Show how you would respond to
guest, always. a simple request from a guest in
DIGITAL the front of house. For instance,
WHY IS IT IMPORTANT? a guest asks for extra napkins
• Prep is held accountable to as you pass them in the dining
Chipotle’s Hospitality standards just room.
as front-of-house positions are.
PREP • Hospitality is not just about how TRAINER
we treat our guests, but how we • Observe and give feedback on
treat each other. the trainee’s body language, tone
of voice, and word choice as they
• Prep is not invisible. You will interact with you playing the role
need to interact with guests
GRILL of guest and team member.
occasionally.
VALIDATE
SHADOW
TRAINEE
TRAINER
CERTIFIED • Explain how Prep contributes to
• Demonstrate responding to a call
TRAINER Chipotle Hospitality through their
from the front of house to the back interactions with team members
of house for extra help on the line. in the back of house.
• Model back-of-house hospitality • Provide examples of how
KITCHEN toward fellow team members: Prep contributes to Chipotle
MANAGER smile, use coworkers’ names Hospitality through interactions
when addressing them, make eye with guests.
contact, and use “please,” “thank
you,” and “you’re welcome” often. TRAINER
SERVICE • Show how Prep should display • Observe and confirm trainee’s
MANAGER knowledge of hospitality
themselves to guests when in the
front of house. standards and how they apply to
the Prep position.
TRAINEE
APPRENTICE • Observe trainer’s body language,
tone of voice, and word choice
as they interact with coworkers
in the back of house and present
themselves to guests in the front
GENERAL of house.
MANAGER
ORIENTATION
CHIPOTLE REWARDS
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? • The program is our chance to
LINE • Chipotle Rewards is our program reward our regular guests and to
built to reward our guests. Guests encourage our less frequent guests
can sign up for the program to come back more often. It also
using our app or website. Once brings a tremendous opportunity
they’re a member, guests can eat to increase sales and drive
CASH Chipotle, earn points, and score transactions in your restaurant.
rewards for free Chipotle. • Knowing your role in Chipotle
• In-restaurant guests will scan at Rewards will help you communicate
the POS, so there’s no impact with guests confidently and help
to you while you’re working turn them into members.
DIGITAL
prepping. Although you may have
SHADOW
guests ask you questions while
you’re in the dining room. TRAINER
• Give your trainee a high-level
• You need to know how to give
PREP overview of Chipotle Rewards
guests a high-level overview of
as if they were a guest. Use the
Chipotle Rewards. A suggested
suggested script or something
script is: “Chipotle Rewards is
close to it.
our new program built to reward
our guests. After you sign up, • Have your trainee ask you
GRILL you can eat Chipotle, earn points, questions. Pretend you don’t know
and then redeem those points for the answers and either direct
free Chipotle.” them to the Chipotle Rewards
Ambassador or to the Rewards
• You also need to know how to
CERTIFIED FAQ on chipotle.com.
direct guests for any questions
TRAINER you don’t know the answer to. TRAINEE
You can either direct them to the • Play the role of a guest while
Chipotle Rewards Ambassador your trainer shows you how to
working the shift, which will give a high-level overview of the
KITCHEN
be the SM or above, or to the program. Pay attention to how
MANAGER
Rewards FAQ on chipotle.com. your trainer explains it.
• Continue to play the role of a
guest and ask them questions
SERVICE about the program. Pay attention
MANAGER to how your trainer answers
them.

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CHIPOTLE REWARDS CONTINUED

PERFORM
TRAINEE
LINE • Give your trainer a high-level
overview of Chipotle Rewards
as if they were a guest. Use the
suggested script or something
close to it.
CASH • Answer questions about Chipotle
Rewards from your trainer.
Practice directing them to the
Chipotle Rewards Ambassador
and to the Rewards FAQ on
DIGITAL
chipotle.com.

TRAINER
• Role-play as a guest learning
about the program, coaching
PREP
in the moment to correct any
errors.

VALIDATE
GRILL TRAINEE
• Give your trainer a high-level
overview of Chipotle Rewards as
if they were a guest.

CERTIFIED • Answer questions about Chipotle

TRAINER Rewards from your trainer.

TRAINER
• Observe and confirm your
trainee’s knowledge of giving
KITCHEN
MANAGER
a high-level overview and
answering guest questions.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
PREP SERVICE
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • During peak hours, there should • Perform all duties required of Prep
be no prep happening. during peak.
• To achieve great throughput TRAINER
during service, we need Aces • Shadow and observe trainee
in Their Places, so Prep may be in position, providing real-time
CASH deployed differently depending coaching and feedback as needed.
on your training and needs of the
restaurant. VALIDATE
• Prep responsibilities during peak TRAINEE
DIGITAL may include washing dishes, • Perform service, meeting time
checking and cleaning the FOH and quality requirements and
(dining room, drink station, and explaining “what” and “whys.”
restrooms), emptying trash,
collecting red baskets and trays, TRAINER
PREP performing table touches, working • Observe and confirm trainee’s
as Grill 2, helping Digital or being knowledge of standards and ability
deployed as Expo or Linebacker. to meet them.

WHY IS IT IMPORTANT?
GRILL • A great guest experience includes
having a clean and stocked FOH.
• Performing table touches allows
you to ask guests about their meal
CERTIFIED and experience.
TRAINER • Grill needs clean and sanitized
dishes and equipment throughout
peak.
• When sales are high, Grill may
KITCHEN
MANAGER need help keeping up so we don’t
run out of food on the line.

SHADOW
SERVICE TRAINER
MANAGER • Demonstrate all duties required of
Prep during the peak.

TRAINEE
• Shadow and observe trainer in
APPRENTICE
position during peak, but be active
and engaged. Help create an
excellent guest experience as you
become more confident (interact
GENERAL with guests, perform table
MANAGER touches, keep the FOH clean, etc.).
ORIENTATION
CHEESE (BLOCKED)
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • We use Monterey Jack cheese • Perform task meeting time and
delivered in large blocks. quality requirements, explaining
• Cheese is blocked into 27 smaller “what” and “whys.”
pieces. TRAINER
CASH • We use a cheese wire and follow • Observe and confirm trainee’s
the Recipe Card instructions to knowledge of standards and
make six total cuts. ability to meet them.

WHY IS IT IMPORTANT?
• Blocking into smaller pieces
DIGITAL
allows the cheese to fit into the
Sammic to be shredded.

SHADOW
PREP TRAINER
• Demonstrate task following
all steps on the Recipe Card
while explaining the “what” and
“whys.”
GRILL
TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
demonstrates the task.
CERTIFIED
TRAINER PERFORM
TRAINEE
• Perform task for trainer with
KITCHEN Recipe Card present.
MANAGER • Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
• Continue performing multiple
SERVICE
MANAGER
observed repetitions, working
towards achieving time and
quality standards.

TRAINER
APPRENTICE • Read each step aloud during the
trainee’s first attempt.
• As trainee becomes more
comfortable, allow them to use
GENERAL tools without you.
MANAGER
ORIENTATION
THAWING CORN-POBLANO MIXTURE
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Corn is delivered frozen and must • Perform task meeting time and
be thawed before prepping salsa. quality requirements, explaining
• If overly frozen and not thawing “what” and “whys.”
when approaching SSL, follow TRAINER
Recipe Card suggestions. • Observe and confirm trainee’s
CASH
WHY IS IT IMPORTANT? knowledge of standards and
• Never serve frozen corn; it ruins ability to meet them.
the flavor profile of the finished
salsa and is difficult for guests to
DIGITAL chew.

SHADOW
TRAINER
PREP • Demonstrate task following
all steps on the Recipe Card
while explaining the “what” and
“whys.”

TRAINEE
GRILL
• Read each step from the Recipe
Card aloud as the trainer
demonstrates the task.

CERTIFIED PERFORM
TRAINER TRAINEE
• Perform task for trainer with
Recipe Card present.

KITCHEN • Follow all steps on the Recipe

MANAGER Card and explain the “what” and
“whys.”
• Continue performing multiple
observed repetitions, working
SERVICE towards achieving time and
MANAGER quality requirements.

TRAINER
• Read each step aloud during the
trainee’s first attempt.
APPRENTICE
• As trainee becomes more
comfortable, allow them to use
tools without you.
GENERAL
MANAGER
ORIENTATION
WASHING PRODUCE
INTRODUCE TRAINEE
WHAT DO YOU NEED TO KNOW? • Read each step from the Recipe
LINE • Most produce (lemons, limes, Card aloud as the trainer
avocados, bell peppers, and demonstrates the task.
onions) is delivered raw and
PERFORM
unwashed.
TRAINEE
• Produce is washed in the prep
CASH • Perform task for trainer with
sink only, never in any other type
Recipe Card present.
of sink.
• Follow all steps on the Recipe
• All produce is washed in the PM,
Card and explain the “what” and
except lettuce, which is washed in
“whys.”
DIGITAL the AM.
• Continue performing multiple
• Produce is first prepared
observed repetitions, working
(removed of stickers, stems, and
towards achieving time and
outer layers), then rinsed with
quality standards.
water, and finally washed with
PREP
Victory Wash. TRAINER
• Victory Wash is an antimicrobial • Read each step aloud during the
fruit and vegetable treatment trainee’s first attempt.
that removes dirt, bacteria, and • As trainee becomes more
GRILL pathogens like E. coli, listeria, and comfortable, allow them to use
salmonella. tools without you.
• Use test strips before starting
to ensure the Victory Wash VALIDATE
CERTIFIED concentration is correct TRAINEE
TRAINER (60-80 ppm). • Perform task meeting time and
• Follow the “Cleaning Continuous- quality requirements, explaining
Use Surfaces” Cleaning and “what” and “whys.”
Maintenance Card when required
KITCHEN TRAINER
to prevent cross-contact from
MANAGER • Observe and confirm trainee’s
surfaces or other ingredients. knowledge of standards and
WHY IS IT IMPORTANT? ability to meet them.
• Washing produce removes dirt
SERVICE and bacteria and makes our
MANAGER ingredients safe before they are
prepped.
• Washing lettuce during a different
shift from other produce prevents
APPRENTICE cross-contact.

SHADOW
TRAINER
GENERAL • Demonstrate task following all
MANAGER steps on the Recipe Card while
explaining the “what” and “whys.”
ORIENTATION
WASHING AND BLANCHING JALAPEÑOS
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Jalapeños are delivered raw and • Demonstrate task following
unwashed. all steps on the Recipe Card
• Jalapeños are the only items that while explaining the “what” and
are washed and blanched as an “whys.”
extra precaution. TRAINEE
CASH
• They are washed and blanched in • Read each step from the Recipe
the PM when all produce except Card aloud as the trainer
lettuce is washed. demonstrates the task.
• All produce is washed in the prep
DIGITAL sink only, never in any other type PERFORM
of sink. TRAINEE
• The process starts by removing • Perform task for trainer with
the stems, then setting up the Recipe Card present.
PREP blanching pot and boiling water, • Follow all steps on the Recipe
then rinsing with water, washing in Card and explain the “what” and
Victory Wash, and finally blanching. “whys.”
• Victory Wash is an antimicrobial • Continue performing multiple
fruit and vegetable treatment observed repetitions, working
GRILL that removes dirt, bacteria, and towards achieving time and
pathogens like E. coli, listeria, and quality standards.
salmonella.
TRAINER
• Use test strips before starting
• Read each step aloud during the
CERTIFIED to ensure the Victory Wash
TRAINER trainee’s first attempt.
concentration is correct
(60-80 ppm). • As trainee becomes more
comfortable, allow them to use
• Follow the “Cleaning Continuous-
tools without you.
Use Surfaces” Cleaning and
KITCHEN
MANAGER Maintenance Card when required
to prevent cross-contact from VALIDATE
surfaces or from other ingredients. TRAINEE
• Blanching is the process of • Perform task meeting time and
SERVICE submerging produce in water at a quality requirements, explaining
MANAGER rolling boil (202-212°F) and no less “what” and “whys.”
than 195°F between batches. TRAINER
WHY IS IT IMPORTANT? • Observe and confirm trainee’s
• Washing and blanching jalapeños knowledge of standards and
APPRENTICE ability to meet them.
removes dirt and bacteria and
makes our ingredients safe before
they are prepped.
• Washing lettuce in a different shift
GENERAL
from jalapeños and other produce
MANAGER
prevents cross-contact.
ORIENTATION
RED ONIONS (SLICED)
INTRODUCE • Continue performing multiple
WHAT DO YOU NEED TO KNOW? observed repetitions, working
LINE • We use whole, red onions, except towards achieving time and
for the stem and root ends, after quality standards.
they are washed and have the TRAINER
outer layer(s) peeled. • Read each step aloud during the
• To prepare, cut off as little as trainee’s first attempt.
CASH possible of the stem and root • As trainee becomes more
ends to avoid waste. comfortable, allow them to use
• Using a 10” knife, cut the onion in tools without you.
half lengthwise through the root;
DIGITAL then, with an angled cut towards VALIDATE
the core, cut into 1/4” strips. TRAINEE
• This style is called julienne, a • Perform task, meeting time
culinary knife cut that creates and quality requirements and
long, thin strips. explaining “what” and “whys.”
PREP
• Sliced onions are mixed with TRAINER
sliced bell peppers to create our • Observe and confirm trainee’s
fajita mix. knowledge of standards and
ability to meet them.
WHY IS IT IMPORTANT?
GRILL
• Cut size is important because it
allows fajitas to caramelize, which
affects the flavor profile.

CERTIFIED SHADOW
TRAINER
TRAINER
• Demonstrate task following
all steps on the Recipe Card,
explaining “what” and “whys.”
KITCHEN
MANAGER TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
demonstrates the task.
SERVICE
MANAGER PERFORM
TRAINEE
• Perform task for trainer with
Recipe Card present.
APPRENTICE
• Follow all steps on the Recipe
Card and explain the “what” and
“whys.”

GENERAL
MANAGER
ORIENTATION
BELL PEPPERS
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • We use whole bell peppers, • Perform task for trainer with
except for the core and seeds, Recipe Card present.
after they have stems removed • Follow all steps on the Recipe
and are washed. Card and explain the “what” and
• We mostly receive green bell “whys.”
CASH peppers, but they can be red or • Continue performing multiple
yellow depending on the season. observed repetitions, working
• To prepare, cut the top and towards achieving time and
bottom off, discard the core, and quality standards.
DIGITAL cut off each side using the barrel
TRAINER
method.
• Read each step aloud during the
• Using a 10” knife, cut all sides, trainee’s first attempt.
tops, and bottoms of the pepper
• As trainee becomes more
with the skin side down into 1/4”
PREP comfortable, allow them to use
strips.
tools without you.
• This style is called julienne, a
culinary knife cut that creates VALIDATE
long, thin strips.
TRAINEE
GRILL • Sliced bell peppers are mixed • Perform task meeting time
with sliced red onions to create and quality requirements and
our fajita mix. explaining “what” and “whys.”
WHY IS IT IMPORTANT? TRAINER
CERTIFIED
• Cut size is important because it • Observe and confirm trainee’s
TRAINER
allows fajitas to caramelize, which knowledge of standards and
affects the flavor profile. ability to meet them.

SHADOW
KITCHEN
MANAGER TRAINER
• Demonstrate task following
all steps on the Recipe Card
while explaining the “what” and
SERVICE “whys.”
MANAGER
TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
demonstrates the task.
APPRENTICE

GENERAL
MANAGER
ORIENTATION
MARINATING STEAK
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Steak is pre-cooked at our • Demonstrate task following all
commissaries in a water steps on the Recipe Card while
bath (sous-vide) and sent to explaining “what” and “whys.”
restaurants.
TRAINEE
• Steak is always marinated at the • Read each step from the Recipe
CASH restaurant after 4 PM and before Card aloud as the trainer
marinating chicken. demonstrates the task.
• Wear a plastic apron and use long
and short disposable gloves when PERFORM
DIGITAL marinating. TRAINEE
• Always smell steak before • Perform task for trainer with
marinating to check for Recipe Card present.
freshness—tell your trainer or • Follow all steps on the Recipe
manager if the odor does not go Card and explain the “what” and
PREP
away. “whys.”
• Use pan liners before placing • Continue performing multiple
marinated steak into deep 1/3 observed repetitions, working
pans. towards achieving time and
GRILL • Marinating ratio is one 20oz quality standards.
bag of adobo for every two
TRAINER
innerpacks (10 lbs. each) of steak.
• Read each step aloud during the
• Follow the “Cleaning Continuous- trainee’s first attempt.
CERTIFIED Use Surfaces” Cleaning and
TRAINER • As trainee becomes more
Maintenance Card before and
comfortable, allow them to use
after marinating steak.
tools without you.
WHY IS IT IMPORTANT?
KITCHEN • By cooking steak sous-vide in VALIDATE
MANAGER commissaries, we do not handle TRAINEE
raw beef in the restaurant, which • Perform task meeting time and
greatly reduces the risk of cross- quality requirements, explaining
contact. “what” and “whys.”
SERVICE
• Using disposable safety TRAINER
MANAGER
equipment (aprons and gloves) • Observe and confirm trainee’s
protects your uniform and knowledge of standards and
reduces the risk of cross-contact. ability to meet them.
• Using the correct amount of
APPRENTICE
adobo ensures the correct flavor
profile of steak, which is the
spiciest meat option.

GENERAL
MANAGER
ORIENTATION
MARINATING OR PORTIONING CHICKEN
INTRODUCE • Using the correct amount of adobo
WHAT DO YOU NEED TO KNOW? ensures the correct flavor profile
LINE • Chicken is sent to restaurants raw for our chicken.
in 40lb cases.
SHADOW
• Chicken either arrives
TRAINER
un-marinated in one innerpack,
• Demonstrate task following
pre-marinated in one innerpack,
CASH all steps on the Recipe Card
or pre-marinated in four
while explaining the “what” and
innerpacks.
“whys.”
• Marinating or portioning chicken
is always completed at the TRAINEE
DIGITAL restaurant within two hours of • Read each step from the Recipe
closing and as the last prep task Card aloud as the trainer
of the night. demonstrates the task.
• Wear a plastic apron and
PERFORM
use disposable gloves when
PREP TRAINEE
marinating or portioning.
• Perform task for trainer with
• Always smell chicken before
Recipe Card present.
marinating or portioning one
innerpack of pre-marinated • Follow all steps on the Recipe
GRILL chicken to check for freshness— Card and explain the “what” and
tell your trainer or manager if the “whys.”
odor does not go away. • Continue performing multiple
• Use pan liners before placing observed repetitions, working
marinated chicken into deep 1/3 towards achieving time and
CERTIFIED
TRAINER pans. quality standards.
• Marinating ratio is one 20 oz. bag TRAINER
of adobo for every case (40 lbs.) • Read each step aloud during the
of chicken. trainee’s first attempt.
KITCHEN
MANAGER • Follow the “Cleaning Continuous- • As trainee becomes more
Use Surfaces” Cleaning and comfortable, allow them to use
Maintenance Card before and after tools without you.
marinating chicken.
SERVICE VALIDATE
WHY IS IT IMPORTANT?
MANAGER TRAINEE
• All restaurants will eventually
receive pre-marinated chicken • Perform task meeting time and
in four innerpacks so we do not quality requirements, explaining
handle raw chicken until it is placed “what” and “whys.”
APPRENTICE on the grill. TRAINER
• Using disposable safety equipment • Observe and confirm trainee’s
(aprons and gloves) protects your knowledge of standards and
uniform and reduces the risk of ability to meet them.
GENERAL cross-contact with raw chicken.
MANAGER
ORIENTATION
THROUGHPUT
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Throughput is how we measure • Demonstrate how Linebacker
how many entrées we have in 15 and Dining Room contribute
minutes or an hour. to outstanding throughput
• Refer to the Throughput by performing the core
Foundations course and responsibilities, dos and
CASH Throughput Cards for Linebacker don’ts, and five foundations of
and Dining Room to learn more. throughput.
• Explain successes/opportunities
WHY IS IT IMPORTANT? related to throughput to trainer
• Outstanding throughput is after performing in position
DIGITAL essential to providing an during peak periods.
excellent guest experience.
• When throughput is excellent, TRAINER
guests move through the • Review trainee’s successes/
line quickly and we increase opportunities related to
PREP
transactions. throughput while in position
during peak periods.
Take the Throughput Foundations
Course on Avocado Academy, then VALIDATE
review the Throughput Cards for
GRILL TRAINEE
Linebacker and Dining Room.
• Explain the core responsibilities,
SHADOW dos and don’ts, and five
foundations of throughput as
TRAINER they relate to Linebacker and
CERTIFIED • Explain how Linebacker and Dining Room.
TRAINER Dining Room contribute to
outstanding throughput while • Perform and contribute to
explaining the “what” and “whys” outstanding throughput while in
of each. position during peak periods.
KITCHEN
MANAGER
• Review successes/opportunities TRAINER
related to throughput after • Observe and confirm trainee’s
trainee shadows first service. knowledge of standards and
ability to meet them.
SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
PREP CLEANING AND MAINTENANCE
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Prep is responsible for cleaning • Perform each task for trainer
and organizing in the BOH, with Cleaning and Maintenance
including the walk-in, doors, Procedure present.
walls, and floors; the mop sink • Follow all steps in the procedure
and chemical storage; the and explain the “what” and
CASH dish station; and cut gloves “whys.”
and knives. The Cleaning &
• Continue performing multiple
Maintenance Procedures Cards
observed repetitions, working
and course on Avocado Academy
towards achieving time and
will teach you how to maintain
DIGITAL quality requirements.
and repair this equipment.
TRAINER
WHY IS IT IMPORTANT?
• Read each step aloud during the
• Regular maintenance keeps
trainee’s first attempt.
equipment working properly and
PREP efficiently. • As trainee becomes more
comfortable, allow them to use
• Proper maintenance helps create
tools without you.
a safe working environment.
• Working equipment ensures we VALIDATE
GRILL are preparing and serving safe
TRAINEE
and delicious food.
• Perform all cleaning and
maintenance tasks meeting
SHADOW
time and quality requirements,
CERTIFIED TRAINER explaining “what” and “whys.”
TRAINER • Show trainee where cleaning
supplies are stored and explain TRAINER
when and how they are used. • Observe and confirm trainee’s
knowledge of standards and
• Demonstrate all shift change/
KITCHEN ability to meet them.
closing cleaning and maintenance
MANAGER tasks for Prep according to
the Cleaning and Maintenance
Procedures while explaining the
“what” and “whys” (e.g. cleaning
SERVICE
floors, cleaning drains, cleaning
MANAGER
and sanitizing handwashing and
prep sinks, etc.).

TRAINEE
APPRENTICE • Read each step for each
task from the Cleaning and
Maintenance Procedures aloud
while the trainer demonstrates
the task.
GENERAL
MANAGER
ORIENTATION
PREP SHIFT CHANGE OR CLOSING
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each task aloud during the
LINE • Use Crew Pocket Guide checklists trainee’s first attempt.
every day during training. • As trainee becomes more
• Use the mise en place checklist comfortable, allow them to use
and set up everything the next tools without you.
shift may need.
CASH VALIDATE
• Checklists ensure food is stored
TRAINEE
safely (walk-in and dry storage)
• Perform all checklist tasks
and everything is properly
meeting time and quality
cleaned.
requirements, explaining “what”
DIGITAL
WHY IS IT IMPORTANT? and “whys” where appropriate.
• It helps set up the next shift for
TRAINER
success.
• Observe and confirm trainee’s
• The way you close your station knowledge of standards and
PREP impacts all guests served by the ability to meet them.
crew member taking over the
next shift.
• Your teammates will appreciate
it.
GRILL
SHADOW
TRAINER
• Demonstrate each checklist task
CERTIFIED for trainee, explaining “what” and
TRAINER
“whys” where appropriate.

TRAINEE
• Read each task from the Crew
KITCHEN Pocket Guide as the trainer
MANAGER demonstrates.

PERFORM
TRAINEE
SERVICE
MANAGER
• Perform each checklist task for
trainer, explaining “what” and
“whys” where appropriate.
• Continue performing observed
repetitions, working towards
APPRENTICE
achieving time and quality
requirements.

GENERAL
MANAGER
ORIENTATION
PREP KNOWLEDGE CHECK
The Prep Knowledge Check is a 25-question quiz that can be taken on
Avocado Academy.
LINE

CASH

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
GRILL INDEX
BEFORE PEAK Pilots and Limited-Time Offers
(if applicable)
Grill Orientation
LINE Call Times
Food Safety
Communicating During Service
Daily HACCP Control Log
Hospitality
Prep Deployment Tool
CASH Chipotle Rewards
Prep Sheet
Grill Opening or Shift Change
PEAK
Grill Mise en Place
DIGITAL Grill Service
Cooking to Needs Tool
Grill Cleanliness
AFTER PEAK
Knife Safety
PREP Throughput
Iced Tea
Grill Cleaning and Maintenance
Sweet Tea (if applicable)
Brown Rice Grill Shift Change or Closing
GRILL (Rice Cooker or Stovetop)
White Rice
KNOWLEDGE CHECK
(Rice Cooker or Stovetop)
Reheating Grill Knowledge Check
CERTIFIED
TRAINER Black & Pinto Beans
Chicken
Steak
KITCHEN
MANAGER Barbacoa
Carnitas
Sofritas
SERVICE
MANAGER Queso Blanco
Fajitas
Brown Rice (Line)
APPRENTICE
White Rice (Line)

GENERAL
MANAGER
ORIENTATION
GRILL ORIENTATION
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE • Cooks safe and delicious food for our guests
• Is responsible for cooking meats, Sofritas, fajitas, rice, and beans
• Makes sure we always have the right amount of food on the line
• Uses a chef’s knife and classic culinary techniques
CASH
WHY IS IT IMPORTANT?
• Safe and properly prepared food creates an excellent guest experience.
• Having plenty of food improves throughput and creates an excellent
experience.
DIGITAL
TOOL: POCKET GUIDE/RECIPES/PROCEDURES/AVOCADO ACADEMY
• Crew Pocket Guide: Your quick reference guide
• Recipes: How to prepare our food; available as printed cards or with
videos
PREP
• Cleaning & Maintenance Procedures: How to clean and maintain
equipment and areas of the restaurant
• Avocado Academy: Home to all training courses and videos; available on
tablet or BOH computer
GRILL
WHY IS IT IMPORTANT?
• Tools teach us how to deliver an excellent guest experience.
• Tools help us maintain our high standards.
CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
FOOD SAFETY
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Know and use your food safety • Show trainer where all tools
tools: Food Safety Seven poster, are stored/displayed in your
Handwashing Poster, Crew Pocket restaurant.
Guide, Daily HACCP Control Log, • Explain and demonstrate
Food Safety Leader Guide, and knowledge of Grill-specific
CASH Allergen Cards. policies and procedures.
• Following food safety procedures • Follow all food safety policies
protects against chemical, while performing all other
physical, and biological hazards. lessons.
DIGITAL • Food safety principles apply to
every station—summarized in the VALIDATE
Chipotle Food Safety Seven. TRAINEE
• NEVER work if you are sick—stay • Explain and understand Grill-
home and call your manager. specific food safety policies and
PREP procedures.
• Wash and sanitize your hands
as shown on the Handwashing • Follow all food safety policies
Poster and at all required times. and procedures during trainer
validation observations.
• Properly store food and supplies
GRILL to avoid cross-contact. TRAINER
• Keep a labeled hotel pan filled • Observe and confirm trainee’s
with detergent under the grill and knowledge of food safety
replace as needed throughout standards and ability to meet
CERTIFIED the day. them.
TRAINER
WHY IS IT IMPORTANT?
• We want Chipotle to be the safest
place to eat.
KITCHEN • Everyone is responsible for food
MANAGER safety.
• Not working while sick is a
critical way to keep guests and
SERVICE teammates healthy.
MANAGER • Safe food is essential to an
excellent guest experience.

SHADOW
APPRENTICE TRAINER
• Show trainee where these tools
are stored/displayed in your
restaurant.
GENERAL • Review all tools and read aloud
MANAGER specific policies and procedures
relevant to Grill.
ORIENTATION
DAILY HACCP CONTROL LOG
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE • Also called the DHCL or the Black Book
• HACCP stands for Hazard Analysis and Critical Control Points.
• A Hazard Analysis identifies potential food safety risks in the restaurant,
which leads to creating Critical Control Points (CCPs) to control those
CASH hazards.
• We monitor CCPs every shift to keep the restaurant safe.
• It provides corrective actions that must be taken when there are CCP
failures.
DIGITAL • The Food Safety Leader (FSL), the senior manager on duty, is responsible
for making sure the log is completed honestly and accurately every shift.
• Crew can fill out sections of the DHCL but must be validated by FSL.
• Companion tool is the CCP1 Wellness Check Book, also called the Red
PREP Book.
• All restaurant team members must sign the Red Book after they
individually receive a verbal and visual Wellness Check from the FSL
immediately after clocking in.

GRILL WHY IS IT IMPORTANT?

• Ensures we are an industry leader in food safety
• Keeps our guests and teammates safe from foodborne illness
• Provides double confirmation, along with Red Book, that all team
CERTIFIED members are healthy to work
TRAINER
SHADOW
TRAINER
• Review DHCL Sample pages with the trainee, including Corrective Actions
KITCHEN example.
MANAGER
• Review CCPs—including Expectations, Standards, and Corrective Actions—
relevant to Grill.
• Demonstrate properly taking temperatures of equipment (walk-in, reach-
SERVICE in, and grill surface temps) and taking the internal temperatures of grilled
MANAGER meats, reheated cooked foods, and overnight hold items reheated the
next day. Include wiping thermometer stem with a towel between items
and how to properly sanitize after use.
• Review the Employee Confirmation Expectations, Sample, and Table in the
APPRENTICE Red Book.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION DAILY HACCP CONTROL LOG CONTINUED

PERFORM
TRAINEE
LINE • Read CCPs—including Expectations, Standards, and Corrective Actions—
relevant to Grill in the DHCL.
• Read the Introduction, Expectations, Food Safety Seven, Illness Policy,
and Sample Page in the Red Book, then read and sign the Commitment
Statement (repeated monthly).
CASH
VALIDATE
TRAINEE
• Explain and understand Grill-specific aspects of the DHCL and CCPs
DIGITAL (Expectations, Standards and Corrective Actions).
• Correctly and honestly fill out Employee Confirmation table in the Red
Book after receiving a Wellness Check from FSL.

TRAINER
PREP • Observe and confirm trainee’s knowledge of DHCL and the Red Book and
ability to meet them, including correctly completing required sections.

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
PREP DEPLOYMENT TOOL
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Includes names of all people • Explain and understand all
working the shift and their aspects of the individual
arrival times assignment section on the tool.
• Assigns prep tasks to everyone • Use prep deployment tool to
with time expectations, including perform prep tasks, meeting
CASH setup and cleanup time and quality requirements
• Assigns positions to which each for all items.
person is deployed for peak
TRAINER
period, including the time
• Observe and confirm trainee’s
DIGITAL they need to be in position
knowledge, use, and ability to
• Is completed by a manager meet standards of the prep
before every shift deployment tool.
• Sets us up for successful
PREP throughput

WHY IS IT IMPORTANT?
• Ensures we have enough of the
freshest food possible
GRILL • Puts the best people in the best
spot (Aces in Places) to achieve
the fastest throughput
• Sets expectations to finish prep
CERTIFIED so we’re ready to serve our
TRAINER guests when we open

SHADOW
TRAINER
KITCHEN • Show trainee where prep
MANAGER deployment tool is posted in
your restaurant.
• Read and explain all sections to
trainee, including at least one
SERVICE
MANAGER individual assignment, to ensure
all sections are understood.

PERFORM
TRAINEE
APPRENTICE
• Show trainer where prep
deployment tool is posted in
your restaurant.
• Explain all aspects of the prep
GENERAL
MANAGER
deployment tool to trainer.
ORIENTATION
PREP SHEET
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Helps us know how much food to • Explain and understand all
make during AM, shift change, aspects of the prep sheet
and PM prep relevant to Grill.
• Is filled out by a manager before • Prep the correct amount of
every shift based on sales each item as shown in the needs
CASH projections column for the given shift.
WHY IS IT IMPORTANT? TRAINER
• Ensures we minimize food waste • Observe and confirm trainee’s
by prepping only what we need, knowledge, use, and ability to
DIGITAL but ensures we have enough of meet standards of the prep
each item for service and do not sheet.
run out

SHADOW
PREP
TRAINER
• Show trainee where prep sheet is
posted in your restaurant.
• Explain prep sheet layout and
GRILL sections and how to determine
prep quantities required.
• Review all prep line items
relevant to Grill.
CERTIFIED
TRAINER PERFORM
TRAINEE
• Show trainer where prep sheet
tool is posted in your restaurant.
KITCHEN
MANAGER • Explain all aspects of the prep
sheet to trainer, specifically items
relevant to Grill.
• Work towards achieving time
SERVICE and quality requirements for all
MANAGER prep items.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
GRILL OPENING OR SHIFT CHANGE
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Use checklist in Crew Pocket • Perform each checklist task for
Guide every day during trainer, explaining “what” and
training. “whys” where appropriate.
• Lists tasks required before the • Continue performing observed
restaurant opens/you start repetitions, working towards
CASH your shift achieving time and quality
• Complete checklist after requirements.
clocking in, receiving Wellness TRAINER
Check, and TIP-TOP. • Read each task aloud during the
DIGITAL • Turn on and set up equipment, trainee’s first attempt.
set up station, and get mise en • As trainee becomes more
place for prep. comfortable, allow them to use
WHY IS IT IMPORTANT? tools without you.
PREP • Some pieces of equipment take
VALIDATE
a while to heat up and be ready
for use. TRAINEE
• Perform all checklist tasks
• The hood must always be turned
meeting time and quality
on when using the grill and other
GRILL requirements, explaining “what”
kitchen equipment.
and “whys” where appropriate.
• Helps you stay organized and
build regular habits TRAINER
• Observe and confirm trainee’s
CERTIFIED • Ensures your station is clean
knowledge of standards and
TRAINER and stocked before you step on
ability to meet them.
the line
• Being prepared allows us to serve
safe and delicious food quickly
KITCHEN throughout each shift.
MANAGER
SHADOW
TRAINER
• Demonstrate each checklist task
SERVICE
MANAGER for trainee, explaining “what” and
“whys” where appropriate.

TRAINEE
• Read each task from the Crew
APPRENTICE Pocket Guide as the trainer
demonstrates.

GENERAL
MANAGER
ORIENTATION
GRILL MISE EN PLACE
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Mise en place means “everything • Collect all items using the tools
in its place.” and continue doing so each day
• Use checklists (for the grill, chef’s of training.
table, rice station, and prep) in • Perform proper mise en place for
Crew Pocket Guide every day each prep task and each area of
CASH during training. grill.
• List includes all equipment and • Perform safe storage of food
ingredients needed for prep. in the walk-in and grill reach-in
coolers and on chef’s table.
WHY IS IT IMPORTANT?
DIGITAL
• Mise en place keeps us organized TRAINER
and efficient. • Read each item aloud during the
• Mise en place ensures you have trainee’s first attempt.
everything you need before • As trainee becomes more
PREP starting each prep task to meet comfortable, allow them to use
time and quality standards. tools without you.

SHADOW VALIDATE
TRAINER TRAINEE
GRILL
• Show trainee where all items • Collect all mise en place items for
listed on checklist are stored in each task and each area of Grill.
your restaurant. • Identify which items listed in the
• Demonstrate proper mise en Crew Pocket Guide are for each
CERTIFIED place for each task and each area prep task/recipe.
TRAINER
of grill.
TRAINER
• Demonstrate safe storage of food • Observe and confirm trainee’s
in the walk-in and grill reach-in knowledge of standards: where
KITCHEN coolers and on chef’s table. items are stored, the recipe they
MANAGER are used for, and proper mise en
TRAINEE
• Read each item from the Crew place for each recipe and each
Pocket Guide as the trainer area of grill.
collects it.
SERVICE
MANAGER • Use Recipe Cards to determine
which equipment and ingredients
are needed for each specific task
and each area of grill.
APPRENTICE

GENERAL
MANAGER
ORIENTATION
COOKING TO NEEDS TOOL
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Helps us know how much food to • Show trainer where the CTN Tool
make each hour of the day is posted in your restaurant.
• Helps keep CI variance and food • Explain all sections and how to
costs where they need to be read the CTN Tool.

CASH • Because actual sales may be • Work towards achieving time

different from projections and to and quality requirements for all
avoid cooking too much or too cooked items.
little food, your manager will use
the tool each shift to validate VALIDATE
DIGITAL how much food should be cooked TRAINEE
during different parts of the day. • Explain and understand all
aspects of CTN Tool.
WHY IS IT IMPORTANT?
• Ensures we minimize food waste • Cook the correct amount of each
PREP by cooking only what we need item for each hour of the day.
• Increases throughput by ensuring TRAINER
guests are not waiting for food • Observe and confirm trainee’s
items to be cooked knowledge and use of the CTN
• Provides excellent guest Tool and their ability to meet
GRILL
experiences by always having the standards.
freshest food on the line

SHADOW
CERTIFIED TRAINER
TRAINER
• Show trainee where the CTN Tool
is posted in your restaurant.
• Review the Instructions tab to
KITCHEN explain how to read and use the
MANAGER CTN Tool.
• Explain and demonstrate when
to start cooking all items on the
Tool so food is hot and ready
SERVICE when the restaurant opens and
MANAGER
throughout the day.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
GRILL CLEANLINESS
INTRODUCE • Demonstrate cleaning after
WHAT DO YOU NEED TO KNOW? completing prep tasks while
LINE • A clean area is a safe area. explaining the “what” and “whys”
of cleaning and sanitizing.
• Always have appropriate cleaning
supplies readily available. • Demonstrate “clean as you go”
during prep tasks and service.
• Clean as you go to always keep
CASH your station clean, sanitized, and TRAINEE
well stocked. • Read each step from Card as the
• Follow “Cleaning Continuous- trainer demonstrates the task.
Use Surfaces” Cleaning and
Maintenance Card after PERFORM
DIGITAL completing, and before starting, TRAINEE
new prep tasks during AM prep. • Show trainer where cleaning
• Wipe chef’s table with a clean, supplies are stored and explain
sanitized towel after each task; when and how they are used.
PREP follow “Cleaning Continuous-Use • Demonstrate proper chemical mise
Surfaces” every four hours (10 en place and storage for detergent,
am, 2 pm, 6 pm, and 10 pm). sanitizer, and Pure.
• Cleaning removes food and soil; • Follow all steps on the Card and
sanitizing reduces pathogens to explain the “what” and “whys.”
GRILL safe levels.
• Perform “clean as you go” during
• Four steps in cleaning surfaces prep tasks and service.
and at dish sinks: wash, rinse,
sanitize, and air-dry. TRAINER
CERTIFIED • Read each step aloud during the
TRAINER WHAT DO YOU NEED TO KNOW? trainee’s first attempt at cleaning.
• Prevents cross-contact
• As trainee becomes more
• Cleaning and sanitizing surfaces comfortable, allow them to set up
like the chef’s table are required chemicals use tools without you.
KITCHEN every four hours when in
MANAGER constant use. VALIDATE
• Cleaning as you go leaves less to TRAINEE
clean at the end of tasks/shifts. • Properly set up chemicals and
SERVICE • Makes the kitchen, chef’s table, perform all cleaning tasks,
MANAGER and food look more appealing to meeting quality requirements,
guests. explaining “what” and “whys.”

SHADOW TRAINER
• Observe and confirm trainee’s
APPRENTICE TRAINER
knowledge of standards and ability
• Show trainee where cleaning
to meet them.
supplies are stored and explain
when and how they are used.
GENERAL • Explain proper chemical mise en
MANAGER place and storage for detergent,
sanitizer, Pure, and Purell.
ORIENTATION
KNIFE SAFETY
INTRODUCE • Knives get dull with use and must
WHAT DO YOU NEED TO KNOW? be sharpened.
LINE At Chipotle we use 2 sizes of chef’s • Use a steel to maintain the sharp
knives: 8” and 10”. edge.
We use the 8” knife because it PROPER KNIFE TECHNIQUE
gives you greater control for finer For proper knife technique:
cutting tasks such as dicing onions
CASH • Hold your knife with your thumb
and jalapeños.
and index finger on the top of the
We use the 10” knife because it is blade.
great for cutting chicken, steak,
• Wrap your other fingers around
and produce such as lettuce and
DIGITAL the handle.
cilantro.
• Move your hand and arm in a
Working Grill, you will use: smooth rocking motion.
• 10” knife • Keep the tip of the knife
PREP » Chicken anchored to the cutting board
» Steak and slide through the food.
» Carne Asada • Practice often to increase your
speed and comfort.
We have strict rules on knife safety:
GRILL • Aways wear a cut glove when SHADOW
using a knife. TRAINER
• Never hand off to a teammate; • Review the 2 sizes of chef’s
place knife on the table to pass. knives and what they are used
CERTIFIED for.
• When walking with a knife, carry
TRAINER • Review and demonstrate knife
it at your side with the blade
down. safety procedures as shown in
Orientation course, explaining
• Alert your team when you’re
“what” and “whys.”
KITCHEN walking with a knife.
MANAGER • Demonstrate steeling a knife.
• Wash knives carefully and do not
leave them in the sink. • Demonstrate proper knife
techniques, including how to hold
• Always store knives with blades
a knife and cutting motion with
SERVICE down and facing the same
and without ingredients.
MANAGER direction.
• Demonstrate cleaning and
SHARP KNIVES sanitizing a knife at the dish
Before you use a knife, it must be sinks.
sharpened. This is done using a • Explain knife replacement
APPRENTICE steel. program with Cozzini, where
• A knife steel is a metal extra knives are stored, and when
sharpening stick. they are rotated.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION KNIFE SAFETY CONTINUED

TRAINEE
• Ask questions!
LINE
PERFORM
TRAINEE
• Review the 2 sizes of chef’s
knives and what they are used
CASH for.
• Review and demonstrate knife
safety procedures as shown in
Orientation course, explaining
DIGITAL “what” and “whys.”
• Demonstrate steeling a knife.
• Demonstrate proper knife
techniques, including how to hold
PREP a knife and cutting motion with
and without ingredients.
• Demonstrate cleaning and
sanitizing a knife at the dish
sinks.
GRILL
• Explain knife replacement
program with Cozzini, where
extra knives are stored, and when
they are rotated.
CERTIFIED
TRAINER VALIDATE
TRAINEE
• Demonstrate knowledge of all
knife safety procedures and knife
KITCHEN
techniques, including ability to
MANAGER
use a knife for prep tasks and
meet standards while explaining
“what” and “whys.”
SERVICE TRAINER
MANAGER • Observe and confirm trainee’s
knowledge of all knife safety
procedures and knife techniques,
as well as their ability to meet
APPRENTICE standards while using a knife.

GENERAL
MANAGER
ORIENTATION
ICED TEA
INTRODUCE VALIDATE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Made in house daily and served • Perform task meeting time and
at soda station quality requirements, explaining
• Dark brown with a slightly bitter “what” and “whys.”
taste TRAINER
CASH • Never boil the water—the tea • Observe and confirm trainee’s
bags could break. knowledge of standards and
• Poured over ice after steeping on ability to meet them.
the stovetop

DIGITAL WHY IS IT IMPORTANT?

• Safely and properly prepared
tea creates an excellent guest
experience.

PREP SHADOW
TRAINER
• Demonstrate tasks following
all steps on the Recipe Card
while explaining the “what” and
GRILL
“whys.”

TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
CERTIFIED
TRAINER demonstrates the task.

PERFORM
TRAINEE
KITCHEN • Perform task for trainer with
MANAGER Recipe Card present.
• Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
SERVICE
MANAGER • Continue performing multiple
observed repetitions, working
towards achieving time and
quality standards.
APPRENTICE TRAINER
• Read each step aloud during the
trainee’s first attempt.
• As trainee becomes more
GENERAL comfortable, allow them to use
MANAGER tools without you.
ORIENTATION
SWEET TEA (IF APPLICABLE)
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each step aloud during the
LINE • Made in house daily and served trainee’s first attempt.
at soda station • As trainee becomes more
• Dark brown with a sweet and comfortable, allow them to use
slightly bitter taste tools without you.

CASH • Made the same as iced tea, but VALIDATE

includes simple syrup, also made
TRAINEE
in house daily
• Perform task meeting time and
• Never boil the water—the tea quality requirements, explaining
bags could break. “what” and “whys.”
DIGITAL
• Poured over ice after steeping on
TRAINER
the stovetop
• Observe and confirm trainee’s
WHY IS IT IMPORTANT? knowledge of standards and
• Safely and properly prepared ability to meet them.
PREP tea creates an excellent guest
experience.

SHADOW

GRILL TRAINER
• Demonstrate task following
all steps on the Recipe Card
while explaining the “what” and
“whys.”
CERTIFIED
TRAINER TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
demonstrates the task.
KITCHEN
MANAGER PERFORM
TRAINEE
• Perform task for trainer with
Recipe Card present.
SERVICE
MANAGER • Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
• Continue performing multiple
APPRENTICE observed repetitions, working
towards achieving time and
quality standards.

GENERAL
MANAGER
ORIENTATION
BROWN RICE (RICE COOKER OR STOVETOP)
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Very popular ingredient and first • Demonstrate task following
item offered on the line (unless a all steps on the Recipe Card
salad is ordered) while explaining the “what” and
• Rice cooker is main method; “whys.”
stovetop used as backup or for TRAINEE
CASH small batches. • Read each step from the Recipe
• Must be washed before cooking; Card aloud as the trainer
pot and colander method is demonstrates the task.
preferred.
DIGITAL PERFORM
• Cooked with water, oil, and bay
leaves TRAINEE
• Perform task for trainer with
• Amount of water used can vary
Recipe Card present.
by restaurant—refer to Recipe
PREP Card. • Follow all steps on the Recipe
Card and explain the “what” and
• Light brown, fluffy, tender grains
“whys.”
with a slightly nutty flavor
• Continue performing multiple
• After cooking, cover and store
observed repetitions, working
in the hotbox at 140°F or above
GRILL towards achieving time and
until it’s mixed for the line.
quality standards.
WHY IS IT IMPORTANT?
TRAINER
• Safe and properly prepared
• Read each step aloud during the
CERTIFIED food creates an excellent guest
trainee’s first attempt.
TRAINER experience.
• As trainee becomes more
• Rice cookers can cook larger
comfortable, allow them to use
batches, but stovetop method
tools without you.
can be used to cook to needs at
KITCHEN slow times or at the end of the
MANAGER VALIDATE
night.
TRAINEE
• Washing with pot and colander
• Perform task meeting time and
is easier than using a bowl and
quality requirements, explaining
SERVICE reduces lost rice.
“what” and “whys.”
MANAGER • Undercooking or not using
enough water makes rice dry and TRAINER
crunchy. • Observe and confirm trainee’s
knowledge of standards and
• Overcooking or using too much
ability to meet them.
APPRENTICE water makes rice soggy and
mushy.

GENERAL
MANAGER
ORIENTATION
WHITE RICE (RICE COOKER OR STOVETOP)
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Very popular ingredient and first • Demonstrate task following
item offered on the line (unless a all steps on the Recipe Card
salad is ordered) while explaining the “what” and
• Rice cooker is main method; “whys.”
stovetop used as backup or for TRAINEE
CASH small batches • Read each step from the Recipe
• Must be washed before cooking; Card aloud as the trainer
pot and colander method is demonstrates the task.
preferred
DIGITAL PERFORM
• Cooked with water, oil, and bay
leaves TRAINEE
• Perform task for trainer with
• Amount of water used can vary
Recipe Card present.
by restaurant—refer to Recipe
PREP Card. • Follow all steps on the Recipe
Card and explain the “what” and
• White, light, and fluffy grains
“whys.”
• After cooking, cover and store
• Continue performing multiple
in the hotbox at 140°F or above
observed repetitions, working
until it’s mixed for the line.
GRILL towards achieving time and
WHY IS IT IMPORTANT? quality standards.
• Safe and properly prepared
TRAINER
food creates an excellent guest
• Read each step aloud during the
CERTIFIED experience.
trainee’s first attempt.
TRAINER • Rice cookers can cook larger
• As trainee becomes more
batches, but stovetop method
comfortable, allow them to use
can be used to cook to needs at
tools without you.
slow times or at the end of the
KITCHEN night.
MANAGER VALIDATE
• Washing with pot and colander
TRAINEE
is easier than using a bowl and
• Perform task meeting time and
reduces lost rice.
quality requirements, explaining
SERVICE • Undercooking or not using “what” and “whys.”
MANAGER enough water makes rice dry and
crunchy. TRAINER
• Observe and confirm trainee’s
• Overcooking or using too much
knowledge of standards and
water makes rice soggy and
ability to meet them.
APPRENTICE mushy.

GENERAL
MANAGER
ORIENTATION
REHEATING
INTRODUCE demonstrates the task.
WHAT DO YOU NEED TO KNOW?
PERFORM
LINE • Some hot items from the line
can be held over from the night TRAINEE
before and used the following • Perform task for trainer with
morning. Recipe Card present.
• Reheat chicken on the grill to • Follow all steps on the Recipe
CASH 165°F. Card and explain the “what” and
“whys.”
• Reheat black beans, pinto beans,
barbacoa, carnitas, Sofritas, and • Continue performing multiple
queso blanco on the stovetop to observed repetitions, working
DIGITAL 165°F. towards achieving time and
quality standards.
• A small amount water can be
added to rehydrate food if it’s TRAINER
dry. • Read each step aloud during the
PREP • Always mix reheated food with trainee’s first attempt.
fresh food and taste to ensure • As trainee becomes more
reheats meet our standards. comfortable, allow them to use
• We do not reheat and serve plain tools without you.
rice or steak, but they can be
GRILL donated through the Harvest VALIDATE
Program. TRAINEE
• Taste all items before they are • Perform task, meeting time and
placed on the line to ensure quality requirements, explaining
CERTIFIED proper seasoning. “what” and “whys.”
TRAINER
WHY IS IT IMPORTANT? TRAINER
• Safe and properly reheated food • Observe and confirm trainee’s
can create an excellent guest knowledge of standards and
KITCHEN experience. ability to meet them.
MANAGER • Reduces food waste
• Adding water to rehydrate can
help reheated items meet our
SERVICE standards for taste and flavor.
MANAGER
SHADOW
TRAINER
• Demonstrate task following all
APPRENTICE steps on the Recipe Card while
explaining “what” and “whys.”

TRAINEE
• Read each step from the Recipe
GENERAL Card aloud as the trainer
MANAGER
ORIENTATION
BLACK & PINTO BEANS
INTRODUCE TRAINEE
WHAT DO YOU NEED TO KNOW? • Read each step from the Recipe
LINE • Same procedure is used to cook Card aloud as the trainer
both types of beans. demonstrates the task.

• Cooked to 165°F on stovetop PERFORM

or in retherm (depending on
TRAINEE
equipment in your restaurant)
CASH • Perform task for trainer with
• Mixed with water, citrus juice, and Recipe Card present.
salt
• Follow all steps on the Recipe
• Always add water when cooking Card and explain the “what” and
beans—at start for stovetop, after “whys.”
DIGITAL cooking for retherm.
• Continue performing multiple
• Both beans have a smoky flavor observed repetitions, working
with hints of citrus and mild towards achieving time and
spice. quality standards.
PREP • Stir while cooking to keep from
TRAINER
drying out and add more water if
• Read each step aloud during the
necessary.
trainee’s first attempt.
• Beans are visible but partially
• As trainee becomes more
submerged in broth when
GRILL comfortable, allow them to use
transferred to a deep 1/3 for the
tools without you.
line.
• Taste beans before they are VALIDATE
placed on the line to ensure
CERTIFIED TRAINEE
proper seasoning and texture.
TRAINER • Perform task meeting time and
WHY IS IT IMPORTANT? quality requirements, explaining
• Safe and properly prepared “what” and “whys.”
food creates an excellent guest
KITCHEN TRAINER
experience.
MANAGER • Observe and confirm trainee’s
• Adding water ensures the beans knowledge of standards and
are not dried out. ability to meet them.
• Adding too much or too little
SERVICE water affects the flavor and taste.
MANAGER
SHADOW
TRAINER
• Demonstrate task following all
APPRENTICE steps on the Recipe Card while
explaining “what” and “whys.”

GENERAL
MANAGER
ORIENTATION
CHICKEN
INTRODUCE • Cut sizes are important because
WHAT DO YOU NEED TO KNOW? they affect the flavor profile of
LINE • Our most popular meat the entire entrée.

• When marinated in the SHADOW

restaurant, held overnight to
TRAINER
absorb flavors from adobo
• Demonstrate task following
CASH • When pre-marinated, chicken all steps on the Recipe Card
absorbs flavors from adobo over while explaining the “what” and
a number of days. “whys.”
• Raw chicken present cross-
TRAINEE
contact risks—always follow the
DIGITAL • Read each step from the Recipe
Recipe Card and handwashing
Card aloud as the trainer
policies.
demonstrates the task.
• Grilled on plancha to 165°F
minimum internal temperature PERFORM
PREP with a dark char (the color of
TRAINEE
root beer)
• Perform task for trainer with
• Using a 10” knife, cut chicken into Recipe Card present.
3/4” pieces before serving on the
• Follow all steps on the Recipe
line.
GRILL Card and explain the “what” and
• Keep both pans covered while “whys.”
cutting to maintain safe holding
• Continue performing multiple
temps before serving on the line.
observed repetitions, working
• Can be held overnight to be towards achieving time and
CERTIFIED
reheated and served the next quality standards.
TRAINER
morning—discard if not cooled
properly. TRAINER
• Read each step aloud during the
WHY IS IT IMPORTANT? trainee’s first attempt.
KITCHEN • Safe and properly prepared
MANAGER • As trainee becomes more
food creates an excellent guest
comfortable, allow them to use
experience.
tools without you.
• Handling raw chicken is one of
SERVICE the biggest cross-contact risks VALIDATE
MANAGER in the restaurant and must be TRAINEE
done following all policies and • Perform task meeting time and
procedures. quality requirements, explaining
• If undercooked, it presents a food “what” and “whys.”
APPRENTICE safety risk for pathogens like
salmonella. TRAINER
• Observe and confirm trainee’s
• If overcooked, it is dry and burnt knowledge of standards and
and can ruin the flavor. ability to meet them.
GENERAL
MANAGER
ORIENTATION
STEAK
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Our spiciest meat • Demonstrate task following
• Steak is pre-cooked in a water all steps on the Recipe Card
bath (sous-vide) outside the while explaining the “what” and
restaurant before it’s delivered. “whys.”

CASH • In the restaurant, it is marinated TRAINEE

and held overnight to absorb • Read each step from the Recipe
flavors from adobo. Card aloud as the trainer
• Grilled on plancha to 140°F demonstrates the task.
minimum internal temperature
DIGITAL PERFORM
with a dark char (the color of
root beer). TRAINEE
• Perform task for trainer with
• Not cooked to 165°F like other
Recipe Card present.
meats because it’s been cooked
PREP sous-vide before arriving to • Follow all steps on the Recipe
restaurant. Card and explain the “what” and
“whys.”
• Using a 10” knife, cut steak into
3/4” pieces before serving on the • Continue performing multiple
line. observed repetitions, working
GRILL towards achieving time and
• Keep both pans covered while
quality standards.
cutting to maintain safe holding
temps before serving on the line. TRAINER
• Can be held overnight to be • Read each step aloud during the
CERTIFIED trainee’s first attempt.
donated through Harvest
TRAINER
Program—discard if not cooled • As trainee becomes more
properly. comfortable, allow them to use
tools without you.
WHY IS IT IMPORTANT?
KITCHEN • Safe and properly prepared
MANAGER VALIDATE
food creates an excellent guest
experience. TRAINEE
• Perform task meeting time and
• Using sous-vide steak means we
quality requirements, explaining
SERVICE don’t have to handle raw beef.
“what” and “whys.”
MANAGER • If overcooked, it is dry and burnt
and can ruin the flavor and taste. TRAINER
• Observe and confirm trainee’s
• Cut sizes are important because
knowledge of standards and
they affect the flavor profile of
ability to meet them.
APPRENTICE the entire entrée.

GENERAL
MANAGER
ORIENTATION
BARBACOA
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • Arrives to restaurant pre-cooked; • Demonstrate task following
slow-cooked for hours or days in all steps on the Recipe Card
our central kitchens while explaining the “what” and
• Barbacoa is tender shredded “whys.”
beef, cooked with garlic, adobo, TRAINEE
CASH and a spice blend. It is medium • Read each step from the Recipe
spicy. Card aloud as the trainer
• It comes in bags that need to demonstrates the task.
be cooked to 165°F on stovetop
DIGITAL or in retherm (depending on PERFORM
equipment in your restaurant). TRAINEE
• Shredded into 1/4” strands after • Perform task for trainer with
cooking for retherm; broken into Recipe Card present.
small chunks before cooking, • Follow all steps on the Recipe
PREP
then shredded into 1/4” strands Card and explain the “what” and
after cooking for stovetop “whys.”
• Can be held overnight to be • Continue performing multiple
reheated and served the next observed repetitions, working
GRILL morning; discard if not cooled towards achieving time and
properly. quality standards.
WHY IS IT IMPORTANT? TRAINER
• Safe and properly prepared • Read each step aloud during the
CERTIFIED food creates an excellent guest trainee’s first attempt.
TRAINER experience.
• As trainee becomes more
• Pre-cooking in central kitchens comfortable, allow them to use
allows barbacoa to be slow- tools without you.
cooked and means we don’t
KITCHEN
MANAGER have to handle raw beef in the VALIDATE
restaurants. TRAINEE
• If overcooked, it is dry and • Perform task meeting time and
stringy and can ruin the flavor quality requirements, explaining
SERVICE and taste. “what” and “whys.”
MANAGER
• Shred sizes are important TRAINER
because they prevent fat from • Observe and confirm trainee’s
being served and affecting the knowledge of standards and
flavor profile of the entire entrée. ability to meet them.
APPRENTICE

GENERAL
MANAGER
ORIENTATION
CARNITAS
INTRODUCE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Arrives to restaurant pre-cooked; • Read each step from the Recipe
slow-cooked for hours or days in Card aloud as the trainer
our central kitchens demonstrates the task.
• Carnitas are tender, moist
PERFORM
shredded pork, cooked with black
CASH pepper, juniper berries, thyme, TRAINEE
and a caramel sear; it is not spicy • Perform task for trainer with
(our least spicy meat). Recipe Card present.
• It comes in bags that need to • Follow all steps on the Recipe
DIGITAL be cooked to 165°F on stovetop Card and explain the “what” and
or in retherm (depending on “whys.”
equipment in your restaurant). • Continue performing multiple
• Shredded to 1/4” strands—before observed repetitions, working
cooking for stovetop, after towards achieving time and
PREP quality standards.
cooking for retherm
• Can be held overnight to be TRAINER
reheated and served the next • Read each step aloud during the
morning; discard if not cooled trainee’s first attempt.
GRILL properly.
• As trainee becomes more
WHY IS IT IMPORTANT? comfortable, allow them to use
• Safe and properly prepared tools without you.
food creates an excellent guest
CERTIFIED experience. VALIDATE
TRAINER TRAINEE
• Pre-cooking in central kitchens
allows carnitas to be slow- • Perform task meeting time and
cooked and means we don’t quality requirements, explaining
have to handle raw pork in the “what” and “whys.”
KITCHEN
MANAGER restaurants. TRAINER
• If overcooked, it is dry and • Observe and confirm trainee’s
stringy and can ruin the flavor knowledge of standards and
and taste. ability to meet them.
SERVICE
• Shred sizes are important
MANAGER
because they affect the flavor
profile of the entire entrée and
separate fat from the meat.

APPRENTICE SHADOW
TRAINER
• Demonstrate task following
all steps on the Recipe Card
GENERAL while explaining the “what” and
MANAGER “whys.”
ORIENTATION
SOFRITAS
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Arrives to restaurant pre-cooked; • Perform task for trainer with
slow cooked for hours or days in Recipe Card present.
our central kitchens • Follow all steps on the Recipe
• Sofritas is braised, organic tofu Card and explain the “what” and
cooked with roasted tomatoes, “whys.”
CASH peppers, onions, and spices. • Continue performing multiple
Tastes smoky and is medium observed repetitions, working
spicy towards achieving time and
• Can be eaten by vegetarians and quality standards.
DIGITAL vegans and should never come
TRAINER
into contact with any meat or
• Read each step aloud during the
dairy ingredients
trainee’s first attempt.
• It comes in bags that need to
• As trainee becomes more
be cooked to 165°F on stovetop
PREP comfortable, allow them to use
or in retherm (depending on
tools without you.
equipment in your restaurant).
• Can be held overnight to be VALIDATE
reheated and served the next
TRAINEE
GRILL morning; discard if not cooled
• Perform task meeting time and
properly.
quality requirements, explaining
WHY IS IT IMPORTANT? “what” and “whys.”
• Safe and properly prepared
TRAINER
CERTIFIED food creates an excellent guest
TRAINER • Observe and confirm trainee’s
experience.
knowledge of standards and
• If overcooked, it is dry and ability to meet them.
crumbly and can ruin the flavor
and taste.
KITCHEN
MANAGER
SHADOW
TRAINER
• Demonstrate task following
SERVICE all steps on the Recipe Card
MANAGER while explaining the “what” and
“whys.”

TRAINEE
• Read each step from the Recipe
APPRENTICE
Card aloud as the trainer
demonstrates the task.

GENERAL
MANAGER
ORIENTATION
QUESO BLANCO
INTRODUCE TRAINEE
WHAT DO YOU NEED TO KNOW? • Read each step from the Recipe
LINE • Queso blanco is a creamy blend Card aloud as the trainer
of subtle cheese with moderate demonstrates the task.
serrano heat, a hint of garlic
PERFORM
and onion, and a finish of smoky
chipotle. TRAINEE
CASH • Perform task for trainer with
• It comes in bags that need to
Recipe Card present.
be cooked to 165°F on stovetop
or in retherm (depending on • Follow all steps on the Recipe
equipment in your restaurant). Card and explain the “what” and
“whys.”
DIGITAL • Queso blanco can take 30-50
minutes to cook depending on • Continue performing multiple
equipment. observed repetitions, working
towards achieving time and
• Have backup pan(s) ready on
quality standards.
the line or in the hotbox to avoid
PREP
running out on the line, but TRAINER
follow hot hold times to ensure • Read each step aloud during the
freshness and quality. trainee’s first attempt.
• Can be held overnight to be • As trainee becomes more
GRILL reheated and served the next comfortable, allow them to use
morning; discard if not cooled tools without you.
properly.
VALIDATE
WHY IS IT IMPORTANT?
CERTIFIED • Safe and properly prepared TRAINEE
TRAINER food creates an excellent guest • Perform task meeting time and
experience. quality requirements, explaining
“what” and “whys.”
• If overcooked, it is thick, crusty,
and not the right consistency, TRAINER
KITCHEN
MANAGER which can ruin the flavor and • Observe and confirm trainee’s
taste. knowledge of standards and
ability to meet them.
SHADOW
SERVICE TRAINER
MANAGER • Demonstrate task following
all steps on the Recipe Card
while explaining the “what” and
“whys.”
APPRENTICE

GENERAL
MANAGER
ORIENTATION
FAJITAS
INTRODUCE
WHAT DO YOU NEED TO KNOW? TRAINER
LINE • A mix of julienned bell peppers • Read each step aloud during the
and red onions trainee’s first attempt.
• Grilled on the plancha or • As trainee becomes more
stovetop using rice bran oil comfortable, allow them to use
• Seasoned with dried oregano and tools without you.
CASH
salt
VALIDATE
• Cooked until they have very
TRAINEE
dark caramelization (but are not
• Perform task meeting time and
overcooked and translucent)
DIGITAL quality requirements, explaining
WHY IS IT IMPORTANT? “what” and “whys.”
• Safe and properly prepared
TRAINER
food creates an excellent guest
• Observe and confirm trainee’s
experience.
PREP knowledge of standards and
• If undercooked, they are too raw ability to meet them.
and crispy, which can ruin the
flavor and taste.
• If overcooked, they are too soft,
GRILL which can ruin the flavor and taste.

SHADOW
TRAINER
• Demonstrate task following
CERTIFIED
TRAINER all steps on the Recipe Card
while explaining the “what” and
“whys.”

TRAINEE
KITCHEN
• Read each step from the Recipe
MANAGER
Card aloud as the trainer
demonstrates the task.

PERFORM
SERVICE
MANAGER TRAINEE
• Perform task for trainer with
Recipe Card present.
• Follow all steps on the Recipe
APPRENTICE Card and explain the “what” and
“whys.”
• Continue performing multiple
observed repetitions, working
GENERAL towards achieving time and
MANAGER quality standards.
ORIENTATION
BROWN RICE (LINE)
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each step aloud during the
LINE • Hotbox rice is mixed with salt, trainee’s first attempt.
citrus juice, and cilantro before • As trainee becomes more
going to the line. comfortable, allow them to use
• Mixing ingredients in citrus juice tools without you.
is called macerating.
CASH VALIDATE
• Has a little less citrus juice and
TRAINEE
salt than white rice
• Perform task meeting time and
WHY IS IT IMPORTANT? quality requirements, explaining
• Very popular ingredient—ordered “what” and “whys.”
DIGITAL
with burritos and bowls most
TRAINER
• Macerating is done for food • Observe and confirm trainee’s
safety to remove bacteria. knowledge of standards and
• Mixing ingredients into rice ability to meet them.
PREP just before it goes to the line
improves the appearance and
flavor.

SHADOW
GRILL
TRAINER
• Demonstrate task following
all steps on the Recipe Card
while explaining the “what” and
CERTIFIED “whys.”
TRAINER
TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
KITCHEN demonstrates the task.
MANAGER
PERFORM
TRAINEE
• Perform task for trainer with
SERVICE
MANAGER
Recipe Card present.
• Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
APPRENTICE • Continue performing multiple
observed repetitions, working
towards achieving time and
quality standards.
GENERAL
MANAGER
ORIENTATION
WHITE RICE (LINE)
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each step aloud during the
LINE • Hotbox rice is mixed with salt, trainee’s first attempt.
citrus juice, and cilantro before • As trainee becomes more
going to the line. comfortable, allow them to use
• Mixing ingredients in citrus juice tools without you.
is called macerating.
CASH VALIDATE
• Has a little more citrus juice and
TRAINEE
salt than brown rice
• Perform task meeting time and
WHY IS IT IMPORTANT? quality requirements, explaining
• Very popular ingredient—ordered “what” and “whys.”
DIGITAL
with burritos and bowls most
TRAINER
• Macerating is done for food • Observe and confirm trainee’s
safety to remove bacteria. knowledge of standards and
• Mixing ingredients into rice ability to meet them.
PREP just before it goes to the line
improves the appearance and
flavor.

SHADOW
GRILL
TRAINER
• Demonstrate task following
all steps on the Recipe Card
while explaining the “what” and
CERTIFIED “whys.”
TRAINER
TRAINEE
• Read each step from the Recipe
Card aloud as the trainer
KITCHEN demonstrates the task.
MANAGER
PERFORM
TRAINEE
• Perform task for trainer with
SERVICE
MANAGER
Recipe Card present.
• Follow all steps on the Recipe
Card and explain the “what” and
“whys.”
APPRENTICE • Continue performing multiple
observed repetitions, working
towards achieving time and
quality standards.
GENERAL
MANAGER
ORIENTATION
PILOTS AND LIMITED-TIME OFFERS
(IF APPLICABLE)
LINE INTRODUCE menu panels, window clings, and
WHAT DO YOU NEED TO KNOW? Allergen Cards for Line).
• At any given time, your TRAINEE
restaurant may be testing a new • Sample any food or beverage
item (e.g. a new drink) or service items you may be testing.
CASH (e.g. a loyalty app).
• Observe your trainer as they
• A pilot is a new product or prepare or serve any test food or
service we’re testing on a small beverages.
scale in the hope of expanding it
• Ask your trainer any questions
DIGITAL to more restaurants.
you may have.
• A limited-time offer is a product
or service we release on a wide PERFORM
scale with the intent of driving up
TRAINEE
guests’ interest, with no plan to
PREP • Perform tasks relevant to
make a permanent change.
your position with the training
• The Quarterly Rollouts Updates materials present.
page on Chip Links will provide
• Follow any steps given in the
more specific information on any
training materials, explaining the
GRILL pilots or limited-time offers that
“what” and “whys.”
apply to your restaurant.
• Continue performing multiple
WHY IS IT IMPORTANT? observed repetitions, working
• Pilots and limited-time offers make towards achieving time and
CERTIFIED the guest experience special. quality requirements.
TRAINER
• Pilots and limited-time offers can
TRAINER
bring in infrequent or lapsed guests.
• Read any steps provided in the
• Knowing the details of a pilot relevant training materials aloud
KITCHEN or limited-time offer will help during the trainee’s first attempt.
MANAGER you communicate with guests
• As trainee becomes more
confidently and persuasively.
comfortable, allow them to use
tools without you.
SHADOW
SERVICE TRAINER VALIDATE
MANAGER • Tell your trainee about any
TRAINEE
pilots or limited-time offers your
• Perform tasks meeting time and
restaurant is currently running.
quality requirements, explaining
• Explain how these pilots affect “what” and “whys.”
APPRENTICE the position they are currently
training for. TRAINER
• Observe and confirm trainee’s
• Show the trainee training materials
knowledge of standards and
for the pilot or limited-time offer
GENERAL ability to meet them.
specifically related to their position
MANAGER (e.g. a Recipe Card for Grill;
ORIENTATION
CALL TIMES
INTRODUCE TRAINEE
WHAT DO YOU NEED TO KNOW? • Read each item aloud from
LINE • Average call times from Grill to Crew Pocket Guide as trainer
Line in Crew Pocket Guide range explains “what” and “whys” of
from 5-20 minutes. each call time.

• Linebacker and Tortilla should • Observe trainer communicating

call for food to give Grill enough with Tortilla and Linebacker
CASH time to prepare and/or cook. while shadowing service.

• Continually communicate with PERFORM

Linebacker and Tortilla before
TRAINEE
food runs out.
• Explain all average call times
DIGITAL • Acknowledge Linebacker and from Grill to Line, explaining the
Tortilla each time they call for “what” and “whys” for each item
more food. related to the equipment in your
WHY IS IT IMPORTANT? restaurant.
PREP • We will always have a fully • Perform communicating with
stocked line of fresh food. Tortilla and Linebacker as they
• Running out of food kills call for food (start during non-
throughput and ruins the guest peak service times).
experience.
GRILL VALIDATE
• Acknowledging calls for food
TRAINEE
makes sure you only make what
• Explain and demonstrate
is needed.
knowledge of call times, meeting
CERTIFIED SHADOW time and quality requirements,
TRAINER explaining “what” and “whys.”
TRAINER
• Review Calling for Food section in TRAINER
Crew Pocket Guide and average • Observe and confirm trainee’s
KITCHEN call times from Grill to Line, knowledge of standards and
MANAGER explaining the “what” and “whys” ability to meet them.
for each item specific to the
equipment in your restaurant.
• Review ordering trends in your
SERVICE restaurant to explain which items
MANAGER
are ordered most frequently and
least frequently.
• Explain and demonstrate how
full/empty pans should be when
APPRENTICE
calling for more of each item.

GENERAL
MANAGER
ORIENTATION
COMMUNICATING DURING SERVICE
INTRODUCE • Shadow as Grill 2 and observe
WHAT DO YOU NEED TO KNOW? trainer in position during service,
LINE • Communicate throughout the but be active and engaged.
shift with Linebacker, Line, Help create an excellent guest
Digital, and Grill 2. experience as you become more
confident.
• Linebackers help restock hot
and cold line, need clean and PERFORM
CASH sanitized pans and utensils
TRAINEE
stocked.
• Perform communicating while
• Line calls for items as needed if working Grill during service—start
Linebacker is not deployed. during non-peak times and work
DIGITAL • Tell Linebacker, Tortilla, and/or up to peak.
Salsa when items are ready for
TRAINER
line.
• Shadow and observe trainee
• Work with Digital to evaluate in position providing real-time
PREP needs of the digital make line coaching and feedback as
throughout shift. needed.
• Rotate food from the digital make
line to front line to keep food VALIDATE
fresh and avoid waste. TRAINEE
GRILL
• Grill 2 can assist with prep • Perform service meeting time
and cooking, restock pans and and quality requirements of
equipment, or help wash dishes communicating with others,
(e.g. rice cooker pot) when sales explaining “what” and “whys.”
CERTIFIED are high.
TRAINER TRAINER
WHY IS IT IMPORTANT? • Observe and confirm trainee’s
• Your role impacts almost knowledge of standards and
everyone else working. ability to meet them.
KITCHEN • We will always have a fully
MANAGER stocked line of fresh food.
• Running out of food kills
throughput and ruins the guest
SERVICE experience.
MANAGER
SHADOW
TRAINER
• Demonstrate communicating
APPRENTICE with all team members during
service.

TRAINEE

GENERAL
MANAGER
ORIENTATION
HOSPITALITY
INTRODUCE TRAINEE
WHAT DO YOU NEED TO KNOW? • Observe trainer’s body language,
LINE • Keep yourself and your work tone of voice, and word choice as
station clean and shiny. they work Grill, welcome guests,
and respond to team members.
• Greet guests, especially if nobody
on the front line has greeted PERFORM
them by the time they reach the
CASH TRAINEE
counter.
• Demonstrate a clean personal
• Smile and make eye contact with appearance and workstation.
guests as you prepare food at the
• Greet guests in line at the
grill and chef’s table; make them
appropriate distance from
DIGITAL feel welcome and appreciated.
Tortilla.
• Act with cheerful readiness when
• Smile and make eye contact with
the front line calls for food.
guests and team members.
• Work with urgency to keep the
• Demonstrate a hospitable
PREP line fully stocked with delicious
response to requests for food
food for our guests.
from the front line.
• Demonstrate hospitality toward
your team members. TRAINER
• Observe and give feedback on
GRILL WHY IS IT IMPORTANT? the trainee’s body language, tone
• Grill contributes to guests’ first of voice, and word choice as they
impressions of the restaurant interact with you playing the role
through their appearance and of guest and team member.
that of their work station.
CERTIFIED
TRAINER • Hospitality is not just about how VALIDATE
we treat our guests, but how we TRAINEE
treat each other. • Explain how Grill contributes to
• A fully stocked line of fresh, Chipotle Hospitality through their
KITCHEN delicious food is hospitable and appearance and interactions with
MANAGER welcoming. team members and guests.
• Explain how a fully stocked line
SHADOW of delicious food contributes to
TRAINER a hospitable environment and a
SERVICE
MANAGER • Demonstrate a clean personal great guest experience.
appearance and work station.
TRAINER
• Show when Grill would greet • Observe and confirm trainee’s
guests in line. knowledge of Grill-specific
APPRENTICE • Model natural, hospitable smiling hospitality standards and ability
and eye contact from Grill to to meet them.
guests and team members.
• Demonstrate a friendly, helpful
GENERAL response from Grill when the
MANAGER front line calls for more food.
ORIENTATION
CHIPOTLE REWARDS
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? • The program is our chance to
LINE • Chipotle Rewards is our new reward our regular guests and
program built to reward our to encourage our less frequent
guests. Guests can sign up for guests to come back more often.
the program using our app or It also brings a tremendous
website. Once they’re a member, opportunity to increase sales
CASH guests can eat Chipotle, earn and drive transactions in your
points, and score rewards for free restaurant.
Chipotle. • Knowing your role in Chipotle
• In-restaurant guests will scan at Rewards will help you
the POS, so there’s no impact to communicate with guests
DIGITAL confidently and help turn them
you while you’re working Grill.
Although you may have guests into members.
ask you questions while you’re in
SHADOW
the dining room.
PREP TRAINER
• You need to know how to give
• Give your trainee a high-level
guests a high-level overview of
overview of Chipotle Rewards
Chipotle Rewards. A suggested
as if they were a guest. Use the
script is: “Chipotle Rewards is
suggested script or something
our new program built to reward
GRILL close to it.
our guests. After you sign up,
you can eat Chipotle, earn points, • Have your trainee ask you
and then redeem those points for questions. Pretend you don’t
free Chipotle.” know the answers and either
CERTIFIED direct them to the Chipotle
• You also need to know how to
TRAINER Rewards Ambassador or to the
direct guests for any questions
Rewards FAQ on chipotle.com.
you don’t know the answer to.
You can either direct them to the TRAINEE
Chipotle Rewards Ambassador • Play the role of a guest while
KITCHEN
working the shift, which will your trainer shows you how to
MANAGER
be the SM or above, or to the give a high-level overview of the
Rewards FAQ on chipotle.com. program. Pay attention to how
your trainer explains it.
SERVICE • Continue to play the role of a
MANAGER guest and ask them questions
about the program. Pay attention
to how your trainer answers
them.
APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CHIPOTLE REWARDS CONTINUED

PERFORM
TRAINEE
LINE • Give your trainer a high-level
overview of Chipotle Rewards
as if they were a guest. Use the
suggested script or something
close to it.
CASH • Answer questions about Chipotle
Rewards from your trainer.
Practice directing them to the
Chipotle Rewards Ambassador
and to the Rewards FAQ on
DIGITAL
chipotle.com.

TRAINER
• Role-play as a guest learning
about the program, coaching
PREP
in the moment to correct any
errors.

VALIDATE
GRILL TRAINEE
• Give your trainer a high-level
overview of Chipotle Rewards as
if they were a guest.

CERTIFIED • Answer questions about Chipotle

TRAINER Rewards from your trainer.

TRAINER
• Observe and confirm your
trainee’s knowledge of giving
KITCHEN
MANAGER
a high-level overview and
answering guest questions.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
GRILL SERVICE
INTRODUCE
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Communicate throughout the • Shadow and observe trainer in
shift with Linebacker, Line, position during peak, but be active
Digital, and Grill 2 to ensure you and engaged. Help create an
always have safe, delicious, fresh excellent guest experience as you
food available. become more confident (interact
CASH • Multi-tasking is important, but with guests, restock, swap pans,
always follow all Recipe Cards keep the line clean, etc.).
and food safety procedures.
PERFORM
• Use Cook to Needs Tool to ensure
TRAINEE
DIGITAL you have the right amount of
• Perform all duties required of
food for both lines.
Grill—start during non-peak
• During peak times, Linebacker service and work up to peak.
helps switch out pans instead of
Tortilla and Salsa. TRAINER
PREP • Shadow and observe trainee
• Follow knife safety policies while
in position providing real-time
cutting chicken and steak.
coaching and feedback as
WHY IS IT IMPORTANT? needed.
• Always having fresh food on
GRILL
the line and never running out VALIDATE
help create an excellent guest TRAINEE
experience. • Perform service meeting time
• Using the CTN Tool reduces and quality requirements,
CERTIFIED explaining “what” and “whys.”
food waste and improves food
TRAINER
freshness when knowing the
TRAINER
needs of both lines.
• Observe and confirm trainee’s
• You are responsible for making knowledge of standards and
KITCHEN sure all food is cooked safely to ability to meet them.
MANAGER the required temperatures.
• Things can be busy or hectic
during service, but team
members and guest safety always
SERVICE
come first.
MANAGER
SHADOW
TRAINER
• Demonstrate all duties required
APPRENTICE
of Grill during peak.

GENERAL
MANAGER
ORIENTATION
THROUGHPUT
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Review trainee’s successes/
LINE • Throughput is how we measure opportunities related to
how many entrées we have in 15 throughput while in position
minutes or an hour. during peak periods.

• Refer to the Throughput VALIDATE

Foundations course and the
CASH TRAINEE
Throughput Card for Grill to
• Explain the core responsibilities,
learn more.
dos and don’ts, and five
WHY IS IT IMPORTANT? foundations of throughput as
• Outstanding throughput is they relate to Grill.
DIGITAL essential to providing an • Perform and contribute to
excellent guest experience. outstanding throughput while in
• When throughput is excellent, position during peak periods.
guests move through the
TRAINER
PREP line quickly and we increase
• Observe and confirm trainee’s
transactions.
knowledge of standards and
Take the Throughput Foundations ability to meet them.
course on Avocado Academy, then
review the Throughput Card for
GRILL Grill.

SHADOW
TRAINER
CERTIFIED • Explain how Grill contributes to
TRAINER outstanding throughput while
explaining the “what” and “whys”
of each.
• Review successes/opportunities
KITCHEN
MANAGER
related to throughput after
trainee shadows first service.

PERFORM
TRAINEE
SERVICE
MANAGER • Demonstrate how Grill
contributes to outstanding
throughput by performing the
core responsibilities, dos and
don’ts, and five foundations of
APPRENTICE
throughput.
• Explain successes/opportunities
related to throughput to trainer
after performing in position
GENERAL during peak periods.
MANAGER
ORIENTATION
GRILL CLEANING AND MAINTENANCE
INTRODUCE TRAINEE
WHAT DO YOU NEED TO KNOW? • Read each step for each
LINE • You’ll work closely with many task from the Cleaning and
pieces of equipment, both Maintenance Procedures aloud
big and small—from the grill, while the trainer demonstrates
stovetop, rice cooker, and hood the task.
vents to knives, cutting boards,
PERFORM
CASH utensils, pots, and pans.
TRAINEE
• The Cleaning & Maintenance
• Perform each task for trainer
Procedures Cards and course on
with Cleaning and Maintenance
Avocado Academy will teach you
Procedure present.
how to maintain and repair this
DIGITAL
equipment. • Follow all steps in the procedure
and explain the “what” and
WHY IS IT IMPORTANT? “whys.”
• Regular maintenance keeps
• Continue performing multiple
equipment working properly and
PREP observed repetitions, working
efficiently.
towards achieving time and
• Proper maintenance helps create quality requirements.
a safe working environment.
TRAINER
• Working equipment ensures we
GRILL • Read each step aloud during the
are preparing and serving safe
trainee’s first attempt.
and delicious food.
• As trainee becomes more
SHADOW comfortable, allow them to use
CERTIFIED TRAINER tools without you.
TRAINER • Show trainee where cleaning
VALIDATE
supplies are stored and explain
when and how they are used. TRAINEE
• Perform all cleaning and
• Demonstrate all shift change/
KITCHEN maintenance tasks meeting
MANAGER
closing cleaning and maintenance
time and quality requirements,
tasks for Grill according to the
explaining “what” and “whys.”
Cleaning and Maintenance
Procedures while explaining TRAINER
SERVICE the “what” and “whys” (e.g. • Observe and confirm trainee’s
MANAGER cleaning the grill, cleaning the knowledge of standards and
stovetop, cleaning hood vents, ability to meet them.
cleaning and sanitizing dishes,
sweeping and mopping, Cleaning
Continuous-Use Surfaces,
APPRENTICE
cleaning walls, etc.).

GENERAL
MANAGER
ORIENTATION
GRILL SHIFT CHANGE OR CLOSING
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? • Read each task aloud during the
LINE • Use Crew Pocket Guide checklists trainee’s first attempt.
every day during training. • As trainee becomes more
• Use the mise en place checklist comfortable, allow them to use
and set up everything the next tools without you.
shift may need.
CASH VALIDATE
• Ensure food is stored safely and
TRAINEE
everything is properly cleaned.
• Perform all checklist tasks
WHY IS IT IMPORTANT? meeting time and quality
• It helps set up the next shift requirements, explaining “what”
DIGITAL
for success. and “whys” where appropriate.
• The way you close your station TRAINER
impacts all guests served by the • Observe and confirm trainee’s
crew member taking over the knowledge of standards and
PREP next shift. ability to meet them.
• Your teammates will
appreciate it.

SHADOW
GRILL
TRAINER
• Demonstrate each checklist task
for trainee, explaining “what” and
“whys” where appropriate.
CERTIFIED
TRAINER TRAINEE
• Read each task from the
Crew Pocket Guide as the
trainer demonstrates.
KITCHEN
MANAGER PERFORM
TRAINEE
• Perform each checklist task for
trainer, explaining “what” and
SERVICE
MANAGER
“whys” where appropriate.
• Continue performing observed
repetitions, working towards
achieving time and quality
requirements.
APPRENTICE

GENERAL
MANAGER
ORIENTATION
GRILL KNOWLEDGE CHECK
The Grill Knowledge Check is a 25-question quiz that can be taken on
Avocado Academy.
LINE

CASH

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CERTIFIED TRAINER (FOH & BOH) INDEX
Certified Trainer Orientation

How People Learn

LINE
Tools and Training Method

Giving Feedback

Training Someone on (Prep/Grill/

CASH Line/Cash) Using the Trainer’s
Guide

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CERTIFIED TRAINER ORIENTATION
INTRODUCE • Being a great trainer takes
WHAT DO YOU NEED TO KNOW? practice. It is a basic expectation
LINE • You were selected to be a of all trainers that if we don’t
Certified Trainer for the following know something, we figure it
reasons: out. If we have a trainee who is
struggling, we find out what we
» You’re a natural teacher and could have done better. If there’s
leader with the team. a new process or procedure, we
CASH
» You uphold our standards. learn it and make sure we teach
it properly going forward.
» You’re flexible and adaptable. Now, take the Certified Trainer
» You’re knowledgeable and Course on Avocado Academy
DIGITAL for an overview of the Certified
you’ve passed the knowledge
checks with a score of 90% or Trainer role and how to train.
better in the last six months.
WHY IS IT IMPORTANT?
a. Passed Prep and Grill for • Knowing why you were selected
PREP BOH Certified Trainer to be a Certified Trainer reminds
b. Passed Line and Cash for you of your responsibility within
FOH Certified Trainer the role and recognizes you for
your potential to impact the
» You know what it means to team.
GRILL provide an excellent guest
• Understanding the role of the
experience.
Certified Trainer is a crucial part
» Finally, this is something you of focusing your efforts to get
want to do. trainees executing our standards.
CERTIFIED
TRAINER • The role of the Certified Trainer • Knowing the basics of how we
is to get your trainee to perform train ensures we are training
their role at a station on their effectively and efficiently.
own and up to our standards. • Training people is a skill we can
KITCHEN • To do that, we work with our constantly improve, and we
MANAGER manager to set up time to train, have to be open to feedback and
we use our training tools, we getting better.
establish standards, we show
our trainees how to meet our
SERVICE
standards and offer feedback.
MANAGER
We correct behavior when we
need to, but we also build the
confidence of our trainees with
positive feedback when they’re
APPRENTICE making progress and doing
things correctly.

GENERAL
MANAGER
ORIENTATION
HOW PEOPLE LEARN
INTRODUCE and be aware of someone’s
WHAT DO YOU NEED TO KNOW? preference. If someone wants
LINE • People have two types of to jump in and try, they may be
memory: working memory and kinesthetic. If someone is drawn
long-term memory. to drawings or diagrams, they
may be more visual.
» Working memory is in the active
• Training is a four-step process:
and conscious part of your brain
CASH Introduce, Shadow, Perform, and
used in thinking and learning.
Validate.
It processes information. It has
limited capacity and a shorter » Introduce means to give a
duration, so it can be overloaded thorough overview of the
DIGITAL
easily. Information it stores is topic, which means two things:
discarded unless it is converted You want to share what they
into long-term memory. need to know and why it’s
important.
» Long-term memory is where
we store all of our knowledge » Shadow means to have your
PREP and experience. In contains trainee watch you; you explain
knowledge in structures called what you’re doing as you’re
mental models. It has a large doing it.
capacity and a long duration.
» Perform means the trainee
• Working memory is converted
GRILL owns the process from start
into long-term memory through to finish. The trainer should
repetition and review. Storing it check in from time to time to
takes effort and time. give feedback.
• When training someone, be
CERTIFIED » Validate is the final test to
TRAINER
careful not to overload their
determine that the trainee
working memory.
understands the topic and
• People have different learning that they can perform the
preferences. task up to our standards by
KITCHEN themselves.
MANAGER » Visual learners prefer to see
something. They like pictures » The brain processes and
and demonstrations. stores almost all information
from the introduce, shadow,
» Auditory learners prefer
SERVICE and perform steps into short-
hearing instructions. They
MANAGER term working memory. The
prefer listening and rhythms
validate step confirms that the
and are likely to appreciate a
information has been stored in
catchy phrase or rhyme.
long-term memory.
» Kinesthetic learners prefer to
APPRENTICE
learn by doing. They’re hands-
on and like to tinker with or
manipulate objects.
• To achieve the best learning,
GENERAL appeal to all three of these styles
MANAGER
Continued on the next page ¬
ORIENTATION HOW PEOPLE LEARN CONTINUED

WHY IS IT IMPORTANT? » How to check if an ID is real or

• For many trainees, their not
LINE
experience with you may be their • Go through the four-step process:
first experience in a restaurant, so introduce, shadow, perform, validate.
things that may seem small and
simple to a veteran like yourself TRAINEE
can easily become information- • Your trainer will show you how
overload for a trainee. to teach a very simple task by
CASH
demonstrating it for you. Pay
• Working memory fills quickly. Once
attention to the introduce, shadow,
working memory is full, trainees
perform, and validate steps.
may become overwhelmed,
frustrated, or forgetful. They may PERFORM
DIGITAL give you a blank stare or they
may check out completely. At that TRAINEE
point, learning stops. • Teach a different task from the
list above and teach it back to
• People prefer to learn in different your trainer. Make sure you go
PREP ways, so our training should through all four steps: introduce,
appeal to multiple styles of shadow, perform, and validate.
learning whenever possible.
• Feel free to break character in
• If you move too quickly through this simulation if you have any
the four steps of training, you are questions or if you get stuck.
GRILL not validating that information has
been stored in long-term memory. • Ask your trainer for feedback.
You may only be validating that TRAINER
it is stored in short-term, working • Now your trainee will go through
CERTIFIED memory. The trainee may be the four-step process with a
TRAINER unable to recall the information different simple task. Play along
later. and then save your feedback
for the end. If you have time, or
SHADOW if you feel your trainee needs
KITCHEN TRAINER another opportunity, have them
MANAGER
• Demonstrate how to teach a train you on a different task from
simple task to your trainee. You the list.
and your trainee will both know • When your trainee has shown
how to do this task, so the point some mastery of the four-step
SERVICE
MANAGER
is not to train them how to do it, process, ask them to teach
but to illustrate what the four-step you the same topic again, but
process looks like. this time let them know you
• Select a task from the list below: have a particular learning style
APPRENTICE (auditory, visual, or kinesthetic)
» How to tie your shoes
and ask your trainee to teach it
» How to take a good selfie again while incorporating small
adjustments to accommodate the
» How to draw a picture of a fish
learning style. Give feedback.
GENERAL
» How to make change for a $20
MANAGER
bill Continued on the next page ¬
ORIENTATION HOW PEOPLE LEARN CONTINUED

VALIDATE
TRAINER
LINE Confirm that your trainee:

• Knows the difference between

long-term and working memory
• Can apply the four-step training
CASH process to teaching simple tasks
• Knows the different learning
styles and how to make
adjustments to accommodate
different learners.
DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
TOOLS AND TRAINING METHOD
INTRODUCE • Recipe Cards show the procedure
WHAT DO YOU NEED TO KNOW? for every food item.
LINE • We design our training tools to » Trainers and trainees use
work with this four-step process. Recipe Cards and follow them
Use them to make sure we are strictly when they are teaching
teaching all trainees the same and learning a recipe.
thing the same way.
CASH » There is no better way to
• The Trainer’s Guide walks the prepare our food up to our
trainer through every step of the standards for quality and safety
four-step process for every topic than by following the Recipe
our people need to know to run Cards exactly as they’re written.
their station.
DIGITAL • Crew Pocket Guides are a
» The Certified Trainer should reference tool that crew members
refer to the Trainer’s Guide to can use to remember important
know how to introduce each information as they’re learning.
topic and how to have the For example, they show how to set
PREP trainee shadow and perform it. up and close their station, portion
sizes, cut sizes, and holding times.
» Finally, it provides validation
questions that make sure the • Avocado Academy is where we
trainee understands the topic keep all courses and videos to help
GRILL while preparing them for the with training every position from
final knowledge check. Crew to Apprentice and GM. Use
• Training Checklists list every the resources to reinforce your
topic the trainer is responsible for training.
CERTIFIED teaching the trainee. WHY IS IT IMPORTANT?
TRAINER • Training is more than just telling
» Each topic has an introduction
date and validation date that someone what to do. It’s a
must be filled in on the day process that involves showing,
those topics are introduced and/ practice, feedback, and time for
KITCHEN or validated. the training to develop into habit.
MANAGER Knowing and following the four-
» Both crew member and step training process ensures
manager sign off after each
that our training sticks with our
lesson is validated.
trainees and that our time with
SERVICE
» Activities should be completed them is spent effectively
MANAGER
as recommended in the • Our tools standardize our
Trainer’s Guide. procedures. Using them ensures
» The knowledge check must be we are teaching everyone the
taken at the end of the course proven one best way to do
APPRENTICE
and the final score should be everything and protects us from
reported. deviating from the process
because someone thinks they’ve
» The GM/R signs off only after the found an easier or better way.
GENERAL entire checklist is completed.
MANAGER
Continued on the next page ¬
ORIENTATION TOOLS AND TRAINING METHOD

SHADOW TRAINER
TRAINER • Give your trainee an opportunity
LINE • Demonstrate how to use the tools to go through steps one and two
to teach the first couple of topics for a new hire or for someone
at the Line station for someone who is cross-training in the
who is either new to Chipotle or restaurant.
Line role. To do this, you’ll need to • This is intended to help get them
CASH print out a checklist, place it in a acquainted with the materials, so
folder, and use the Trainer’s Guide only show a couple of steps for
to teach “Line Orientation” and one topic so they get the hang of
“Food Safety.” it.
• Show how the Trainer’s Guide and
DIGITAL VALIDATE
the checklist work together.
TRAINER
• Show how to complete a checklist
• Confirm that your trainee knows
including the knowledge checks
how to use the Trainer’s Guide,
and GM/R sign-off.
PREP training checklist, Recipe Cards,
TRAINEE Crew Pocket Guide, and Avocado
• As your trainer demonstrates Academy.
how to use the tools to teach, ask • Confirm that your trainee knows
any questions you have. why it is important to use the
GRILL tools when training someone.
PERFORM
TRAINEE
• Under the supervision of your
CERTIFIED trainer, use the Trainer’s Guide
TRAINER and checklist to introduce one
topic to a new hire or to someone
who is cross-training on a station.
If you can, you may have them
KITCHEN shadow you as well.
MANAGER • When you are done, read through
what the perform and validate
steps ask you to do, even though
you will not do them now. It helps
SERVICE
give you an idea how you would
MANAGER
continue to teach this topic, but
for now you only need familiarity
with the tools.
• Then, ask your trainer for
APPRENTICE
feedback.

GENERAL
MANAGER
ORIENTATION
GIVING FEEDBACK
INTRODUCE restaurant with your trainee and
WHAT DO YOU NEED TO KNOW? catch someone doing something
LINE • Certified Trainers have to give right. When you observe other
lots of feedback so the trainee team members doing something
knows whether or not they are they are supposed to be doing,
doing a good job. give them some positive
reinforcement. Make sure you are
• Feedback can be positive or specific and sincere and that you
CASH corrective. Either way, it’s helpful do it in the moment.
to follow these four guidelines
when giving feedback: • You will also want to demonstrate
how to give some corrective
» Do it now: Give feedback in feedback. Again, it’s best if it is
DIGITAL the moment. Do not wait until specific and sincere. Make sure
later. you do it in the moment.
» Do it often: Get comfortable TRAINEE
giving lots of feedback. Make it • Observe your trainer giving
PREP a habit. both positive and constructive
» Be specific: Give feedback feedback to team members. Note
that says exactly what you how your trainer follows the
noticed. Avoid saying “good recommendations to “do it now,”
job” or “that’s wrong” without “be specific,” and “be sincere.”
GRILL offering a reason why.
PERFORM
» Be sincere: Give feedback that
is honest. Don’t be afraid to TRAINEE
tell your trainees when they • Implement the recommendation
CERTIFIED to “do it often” by setting a goal
haven’t met the standard.
TRAINER for the day to have a certain
WHY IS IT IMPORTANT? number of positive feedback
• Trainees want to know how and constructive feedback
they’re doing, and as the trainer, interactions with your team.
KITCHEN you are the one who is working
MANAGER • Be careful not to go looking for
closest with them. That makes problems. Instead, be observant,
the trainer the best person on and make an effort to share your
the team to offer regular and feedback as you notice things.
reliable feedback.
SERVICE This may be uncomfortable at
MANAGER • Trainees who receive prompt first, but the point of performing
regular, specific, sincere feedback it and “doing it often” is to help
are more likely to succeed, help you get more comfortable with
the team, and stay at Chipotle. practice.
APPRENTICE
SHADOW
TRAINER
• Demonstrate how to give
feedback. The best way to do
GENERAL this is to walk through the
MANAGER
Continued on the next page ¬
ORIENTATION GIVING FEEDBACK CONTINUED

TRAINER
• As your trainee is giving feedback
LINE
to team members today, observe
or talk with the team member
privately after your trainee has
a conversation so you can ask
them how it went. This will help
CASH you provide feedback on your
trainee’s feedback.

VALIDATE
TRAINER
DIGITAL • Confirm that your trainee
can give both positive and
constructive feedback and that
they know and can apply the four
guidelines when giving feedback.
PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
TRAINING SOMEONE ON (PREP/GRILL/
LINE/CASH) USING THE TRAINER’S GUIDE
LINE INTRODUCE
WHAT DO YOU NEED TO KNOW? WHY IS IT IMPORTANT?
• In order to be validated as a • Before training people on your
Certified Trainer for FOH or own, your trainer will want you
BOH, you must demonstrate to work with real trainees. That
CASH your ability to train someone way, you can get experience and
effectively using the Trainer’s feedback before certification.
Guide. For FOH, you must train • Using the tools ensures we are
someone on Line and Cash. For teaching the one best way to
BOH, you must train someone on do things. By teaching using
DIGITAL
Prep and Grill. Chipotle’s methods, we are
• Training someone effectively preserving the quality and safety
means that the person you train of our food and ensuring an
must be able to operate the excellent guest experience.
PREP station on their own and up to
our standards. SHADOW
• You’ll begin with a trainee, TRAINER
the Trainer’s Guide, and a new • Your trainee will not need to
Training Checklist. For the first observe you going through each
GRILL
topic on the Training Checklist, of the checklists in their entirety.
find the corresponding section But it will be useful for your
of the Trainer’s Guide to cover trainee to see specific elements
what the trainee needs to know of a training cycle before trying
CERTIFIED and why it’s important. After you to perform it.
TRAINER introduce the topic, you can write
» Have your trainee shadow
the date in the “introduction
you for an entire shift as you
date” section for that topic. are training someone on a
• Continue to follow along the new station. This shoulder-to-
KITCHEN
MANAGER Trainer’s Guide for instructions shoulder observation will be
on shadowing and performing. incredibly valuable.
• It is not necessary to complete » Make sure you show your
one lesson before moving on to trainee what it looks like to
SERVICE another, but it is important not introduce, shadow, perform,
MANAGER to introduce too many topics at and validate a topic to
once. someone. This is much
• When you validate your trainee preferred to having your
on a station, your trainer will trainee simply observe you
APPRENTICE validate that you were able to introduce a bunch of topics.
train someone to operate their They’ll need to see what every
step looks like.
station on their own and up to
our standards using our training
GENERAL tools. Your trainer will then sign
MANAGER you off on your checklist.
Continued on the next page ¬
ORIENTATION TRAINING SOMEONE ON (PREP/GRILL/LINE/CASH)
USING THE TRAINER’S GUIDE CONTINUED
» Have your trainee shadow • Have your trainee practice
a final GM/R signoff for a teaching on all of the stations
LINE
station. This will help your they will be responsible for.
trainee know what to expect
and what to work towards. » For example, if your trainee
wants to be a FOH Certified
» Note: your trainee can Trainer, they will need to
CASH complete the shadow step by perform some training for
observing you train people on Line and Cash. If your trainee
different stations if necessary. wants to be a BOH trainer,
you’ll want to observe them
TRAINEE
teaching others on Prep and
DIGITAL • You’ll need some time observing Grill.
training before you start
practicing on real people. To • Have your trainee continue
shadow this topic and to prepare performing training until you
yourself for the perform step: think they’re ready to teach
PREP someone an entire checklist from
» Shadow your trainer as they start to finish.
train someone else on an
entire station for one entire TRAINEE
shift. • You’ll get some practice now
training specific topics. Make
GRILL » Observe each step of the four- sure you practice teaching
step training process. This at all of the stations you’ll be
may take more than one shift responsible for as a trainer.
if you happen to shadow your
CERTIFIED
trainer on a day when they VALIDATE
TRAINER are not doing any validating of
knowledge, for example. TRAINER
• To complete the validate step,
» Observe what a GM/R final and to be signed off as a
sign-off looks like. This will Certified Trainer, your trainee will
KITCHEN help you have a clear picture need to take someone through
MANAGER of what you are going for and an entire checklist on one
the approval process your GM station, start to finish.
will take you and your trainee
through.
SERVICE
MANAGER • Note: you can shadow on
different stations.

APPRENTICE PERFORM
TRAINER
• Before assigning them to
someone, you may want your
GENERAL trainee to get a little more
MANAGER practice teaching some topics.
ORIENTATION
KITCHEN MANAGER INDEX
Commitment Meeting MANAGING YOUR KITCHEN
(WEEK 2)
LINE UNDERSTANDING YOUR FOOD Manager On Duty Standards
(WEEK 1)
Manager Open / Shift Change /
Kitchen Manager Orientation Closing Duties
BOH Food Safety TIP TOP and Pre-Shift Meetings
CASH
Daily HACCP Control Log Crisis Management

ServSafe Manager Emergency Procedures

DIGITAL Food Quality BOH Standards

Traceability Program Hospitality

Food FACT Tasting Feedback

PREP Prep Sheet BOH Facilities Checklist

Cooking to Needs Tool Product Removal Assurance

Food With Integrity Delivery Issue Report

GRILL Health Department Inspections

Safety and OSHA

Setting Alarms
CERTIFIED
TRAINER Compliance Training

Final Validation

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
COMMITMENT MEETING
The KMIT, trainer, GM/R and Field Leader will all be present at the
commitment meeting. The Field Leader will lead the meeting, starting by
LINE
explaining to the KMIT that they will lead each of these steps at the Final
Validation, and then:
• Talk through our purpose and values
• Review each point of the KM Top 5
CASH • Make it clear that the KM role is the protector of the food
• Discuss their role in completing the Daily HACCP Control Log and
CCP1 Wellness Check Book, and the importance of each
• Talk through their role in the safety and security of the restaurant
DIGITAL
• Walk to the Food Safety Seven poster and talk through their role for
each point
• Talk through the cleaning and maintenance of the restaurant and
PREP their role in it
• Validate recipes are being followed by checking all food as it’s
being prepped
• Demonstrate coaching in the moment
GRILL
• Lead a food FACT tasting

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
KITCHEN MANAGER ORIENTATION
INTRODUCE
WHAT YOU NEED TO KNOW:
LINE You’ve committed to becoming a Kitchen Manager, you’ve completed a
food FACT tasting with your Field Leader as part of your commitment
meeting, and you understand the role of the KM. Now what? It’s time to
start training.

CASH The goal will be to introduce, shadow, and perform each topic and to
complete each activity listed in the KMIT checklist. After that, the trainer
will validate each topic as recommended by the Trainer’s Guide. When you
complete all topics and activities, you’ll take a knowledge check. Based on
your score, your performance, and your final food FACT tasting validation
DIGITAL back to your Field Leader, you, your trainer, your GM/R, and your Field
Leader will all sign off that you are ready.

To achieve this goal, you will need to work with your trainer in person. So,
before you begin, you’ll work with your trainer to determine the best times
PREP to work together. Compare schedules for the week ahead and see where
they overlap. After you figure out when you’ll be working together, plan
out which topics you can cover. If you do not think your schedules overlap
enough to cover the material, talk to your manager to make changes to the
schedule so you have more time to train.
GRILL
WHY IT’S IMPORTANT:
You cannot train without your trainer. By looking at your schedules and
knowing when you will be working together, you’ll be able to plan exactly
how you would like to spend your time.
CERTIFIED
TRAINER If you do not manage your time with your trainer, you will take too long to
complete the training. If you do manage your time with your trainer, you will
be efficient. You won’t waste time wondering what topic to cover. Instead,
you’ll simply follow your plan.
KITCHEN
MANAGER Let’s get started!

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
BOH FOOD SAFETY
INTRODUCE
WHAT YOU NEED TO KNOW:
LINE The Kitchen Manager is responsible for ensuring excellent food safety
practices and procedures in the back of house from the moment food
enters the restaurant as part of a delivery, through storage in the walk-in,
and finally during prep and cooking.

CASH
The KM is expected to set an example for food safety procedures, which
include following cleaning and maintenance procedures and recipes
exactly as they are written since they are written to reduce risk of
foodborne illness.

The KM is expected to identify and correct all behaviors in the back of

DIGITAL
house that affect food safety.

Failure to set a good example or identify and correct poor food safety
practices sends the message that those practices are not important and
should not be followed.
PREP
Proper maintenance of our BOH kitchen equipment and facilities affects
food safety proactively by making sure our equipment is still in good
working order.

GRILL WHY IT’S IMPORTANT:

The best food safety practices—and the training and focus that make them a
reality—provide the foundation for an excellent guest experience.

CERTIFIED Most of our food safety intervention and control points take place in the
TRAINER back of house. Proper food safety practices and procedures in the back of
house are where we have the most control over the safety of the food we
are serving to our guests.

KITCHEN SHADOW
MANAGER
The trainer and trainee will watch the “Keeping Our Guests Safe” video
together on Avocado Academy and discuss the main takeaways from the
video.
SERVICE The trainer will show the trainee how to access cleaning and maintenance
MANAGER videos on Avocado Academy by viewing the Cleaning and Maintenance
Procedures Course. Then they will watch the following videos that represent
some of the most common BOH food safety procedures.

• Food Equipment • Kitchen Cleaning • General Cleaning

APPRENTICE
» Victory Wash » Dish Sink & Dishes » Handwashing
» Cleaning Continuous- » Cleaning Surfaces
Use Surfaces with Purell
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION BOH FOOD SAFETY CONTINUED

PERFORM
After waiting at least one day, the trainee will repeat main takeaways from
LINE
the “Keeping Our Guests Safe” Video to the trainer.

The trainee will then demonstrate the following procedures for the trainer.
The trainer will supervise and give feedback.

• Handwashing
CASH • Cleaning Surfaces with Purell
• Setting up a four-compartment sink, testing a sanitizer strip, and
washing dishes.
• Testing Victory Wash with Test Strip
DIGITAL
VALIDATE
After waiting at least one more day, the trainee will demonstrate the
following procedures for the trainer. The trainee should demonstrate
the process to the trainer and explain what they are doing and why it’s
PREP important. The trainee should feel like they are training the trainer.

• Handwashing
• Cleaning Surfaces with Purell
• Setting up a four-compartment sink, testing a sanitizer strip,
GRILL
and washing dishes
• Testing Victory Wash with Test Strip

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
DAILY HACCP CONTROL LOG
INTRODUCE
WHAT YOU NEED TO KNOW:
LINE The Daily HACCP Control Log needs to be completed every shift. It is the
responsibility of the Food Safety Leader (FSL) to make sure this happens.

HA stands for Hazard Analysis. This is the process of identifying any potential
food safety risks in the restaurant, then coming up with a plan to prevent them.
CASH CCP stands for Critical Control Points. Based on the Hazard Analysis, a CCP is
created to control the hazards in the restaurant that present the biggest food
safety risks, so it’s critical to monitor and control them to keep the restaurant
safe. If there are any CCP failures, then corrective action(s) must be taken to
ensure adulterated or contaminated product is never served to our guests.
DIGITAL
The FSL is the senior manager on duty at any given moment. As a KM, you
will not be scheduled as a FSL, but because many of the critical control points
(CCPs) live entirely within the back of house, your FSL may delegate much of
the responsibility of filling out certain sections to you.
PREP
You’ll need to be familiar with not just the CCPs within your BOH
responsibilities, but also the corrective actions you’ll need to take in the
event of any CCP failures. These corrective actions are listed in the DHCL for
your reference.
GRILL
WHY IT’S IMPORTANT:
The Daily HACCP Control Log (DHCL) ensures that every restaurant has
excellent food safety practices.
CERTIFIED Most of our food safety intervention and control points take place in the
TRAINER back of house. Proper food safety practices and procedures in the back of
house are where we have the most control over the safety of the food we
are serving to our guests.

KITCHEN
MANAGER
SHADOW
The trainer and trainee will complete a DHCL together for one shift. The
trainee will hold the DHCL and mark the pages on the DHCL.

The trainee will read the Expectations section in the front of the DHCL
SERVICE including the descriptions of each CCP.
MANAGER
The trainer will demonstrate how to check each CCP. It is not necessary to
show how to complete CCP1 because that should be completed by the Food
Safety Leader only. It is also not necessary show how to complete CCP11
APPRENTICE because that is the responsibility of the Service Manager. The trainer should
only be training how to take temperatures if they have been trained by a
team member who is validated in taking temperatures.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION DAILY HACCP CONTROL LOG CONTINUED

PERFORM
The trainee will be responsible for completing a DHCL for an entire shift
LINE
with the exception of CCP1 and CCP11. The trainer will be available for any
questions the trainee has.

VALIDATE
The trainee will explain what DHCL, HACCP, and FSL stand for.
CASH
The trainee will explain what is meant by Hazard Analysis and Critical
Control Point.

The trainee will be responsible for completing a DHCL for an entire shift
with the exception of CCP1 and CCP11. After the shift, the trainee will walk
DIGITAL
through each CCP in the book with the trainer and explain to the trainer
how they checked each control point.

The trainee will demonstrate where to find corrective actions in the DHCL.

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
SERVSAFE MANAGER
INTRODUCE
WHAT YOU NEED TO KNOW:
LINE ServSafe is a course that teaches how to keep food safe. At the end of the
course, there is an exam you will need to pass in order to be certified.
Sign up for ServSafe and plan to take the course and pass the exam as soon
as possible.
CASH ServSafe requirements differ from state to state. In some states, the course
can be taken entirely online. In others, it needs to be taken as a part of a class
led by a facilitator. Make sure you are clear on the standards that your state
requires for the certification before proceeding.

DIGITAL WHY IT’S IMPORTANT:

It is a required certification for all Kitchen Managers.
The certification reinforces important principles we follow at Chipotle.

PREP PERFORM
The trainee will take the course and the exam.

VALIDATE
The trainee will show their certification as proof of passing the exam.
GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
FOOD QUALITY
INTRODUCE
WHAT YOU NEED TO KNOW
LINE It’s part of the role of the Kitchen Manager to ensure the quality of all food,
including the freshness of raw and prepped ingredients. This begins at the
moment the food arrives as part of a food order.

When your food orders arrive, you must make sure they are accurate and
the quality of every item meets our standards.
CASH
INSPECT IT
• Check that all boxes are in good condition (not crushed, bulging, broken, wet, etc.).
» If boxes are damaged, the food might be damaged, too. Check the
DIGITAL contents of the box to make sure.
» If there is damage to the food in the case, please submit a food quality
report using the FQRSMobile app on your Traceability Scanner.
• Check fruits and vegetables for freshness (for example, ripeness of avocados).
PREP
• Check dry goods and refrigerated goods for dampness, punctures, tears, or odor.

COUNT IT
• Verify that the number of items you receive matches the number of items
you ordered. If the order is delivered before anyone is in the restaurant,
GRILL it must be counted immediately. If the order is delivered while there are
people in the restaurant, the order must be counted and the invoice must
be signed by the manager on duty before the driver leaves.
• Make note of all missing items. You do not want to be charged for
CERTIFIED something you didn’t receive. Also make note of all extra items received.
TRAINER This could throw off your usage and your next food orders. Notify your
apprentice or GM/R when this happens. After you scan and store your
food order, take steps to fix the problem.
KITCHEN
MANAGER
SCAN IT
• Scan the GTIN barcode of all top-
• The Traceability Program helps
priority items using your Traceability
Scanner. Top-priority items include keeps our food supply safe. It
SERVICE tortillas and everything in your walk- allows us to track food from our
MANAGER in except citrus juice. suppliers, to the distributors,
• If there is a barcode that does not to your restaurant by scanning
scan, submit a bad label report using barcodes on cases of food along
the app on the Traceability Scanner. the way. If we ever have to recall
• If you are unfamiliar with the food, we can pinpoint its location
APPRENTICE Traceability Scanner, watch the and remove any affected items
training video on the scanner itself.
from your restaurant.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION FOOD QUALITY CONTINUED

STORE IT
• Mark all food with the date received and the Use Thru Date (UTD) circled.
LINE • Stack all boxes facing the same way with the dates showing.
• Arrange items according to FIFO (First In, First Out).
• Pull everything forward.
• Trim the tops of open boxes neatly.
CASH • Reduce risk of cross-contact by keeping meats separate. Never store
anything beneath raw meat.

WHY IT’S IMPORTANT

The Traceability Program helps keeps our food supply safe. It allows us to
DIGITAL track food from our suppliers, to the distributors, to your restaurant by
scanning barcodes on cases of food along the way. If we ever have to recall
food, we can pinpoint the location of it and remove any affected items from
your restaurant.

PREP SHADOW
Watch the Walk-In Care videos in the Cleaning and Maintenance Course
on Avocado Academy

The trainer and trainee will put away a food order together. The trainer will
GRILL read out loud how to inspect, count, scan, and store everything they have
received using the Trainer’s Guide and the trainer will demonstrate how
each of these is done.

CERTIFIED PERFORM
TRAINER The trainee will be responsible for putting a food order away, and the
trainer will be available for questions. The trainer may help by getting the
KMIT started with the process, checking in on the KMIT periodically, and
occasionally lending a hand.
KITCHEN
MANAGER VALIDATE
The trainee will put a food order away with a trainer.
The trainee will demonstrate the process to the trainer and explain what
SERVICE they are doing and why it’s important. The trainee should feel like they are
MANAGER training the trainer.
The trainee will inspect the order, count it, scan it, and store it properly.
The trainer will ask why we scan our food labels.
APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION
TRACEABILITY PROGRAM
INTRODUCE
WHAT YOU NEED TO KNOW
LINE The Traceability program helps keep our food supply safe. It allows us to
track food every step of the way, starting with when the food leaves the
supplier or central kitchen, through its journey through the distribution
center, to when it arrives at your restaurant and is put away.

CASH
We track our food through this entire process by scanning the barcodes on
each case label. That way, if we ever have to recall food, we can pinpoint its
location and remove any affected items from your restaurant.

DIGITAL
Your restaurant has a scanner dedicated to supporting the Traceability
program. Use the Traceability scanner every time you:
» Receive a delivery

PREP » Receive a transfer

» Report a bad label
» Submit a Food Quality Report

GRILL
WHY IT’S IMPORTANT
Ensuring the safety of all food and ensuring the quality of all food are both
part of the Kitchen Manager Top 5. This means that you’ll be responsible
for the safety and quality of all food, from the moment it arrives at your
CERTIFIED
TRAINER restaurant, all the way until the food is served to your guests.

SHADOW
TRAINEE
KITCHEN Take the Traceability Program course on Avocado Academy.
MANAGER
TRAINER
Have the trainee shadow you as you use the Traceability scanner to receive
a delivery, and whenever the time comes, to receive a transfer, report a bad
SERVICE label, and submit a Food Quality Report.
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
TRACEABILITY PROGRAM CONTINUED
PERFORM
TRAINEE
LINE Use the Traceability scanner while receiving a delivery. Your trainer will be
available for questions. Whenever the time comes, repeat this process for
receiving a delivery, reporting a bad label, and submitting a Food Quality
Report.

TRAINER
CASH
Observe as the trainee uses the Traceability scanner while receiving a
delivery and answer any questions they have. Whenever the time comes,
repeat this process for receiving a transfer, reporting a bad label, and
submitting a Food Quality Report.
DIGITAL
VALIDATE
TRAINEE
Demonstrate to your trainer how to use the Traceability scanner to receive
a delivery, receive a transfer, report a bad label, and submit a Food Quality
PREP Report. Explain to your trainer what you’re doing and why it’s important.

TRAINER
Observe the trainee teaching you how to use the Traceability scanner to
receive a delivery, receive a transfer, report a bad label, and submit a Food
GRILL Quality Report.

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
FOOD FACT TASTING
INTRODUCE
WHAT YOU NEED TO KNOW
LINE The Kitchen Manager ensures all food looks and tastes delicious. This is
done by tasting food critically for flavor & aroma and texture & mouth feel
and by making sure the appearance and color of food follows standards.

FACT is an acronym used to describe the 4 tasting quality standards for

CASH each food item:
Š F stands for Flavor & Aroma
Š A stands for Appearance
Š C stands for Color
DIGITAL
Š T stands for Texture & Mouth Feel

The FACT standards for each food item can be found on the Recipe Card,
since tasting is a step written into each recipe to make sure the food item
PREP
meets our standards as it’s prepared. To ensure that all food looks and
tastes delicious to every single guest throughout the entire day, food
FACT tastings are also completed.

No food can go out without you checking it and tasting it. As the KM, you
are the protector of our food!
GRILL
TIMES
The manager (ideally the KM since they’re responsible for our food) performs
food FACT tastings 4 times a day at the following times:
CERTIFIED
TRAINER Time of Day Reason Why
Right before To make sure our food looks and tastes delicious for our
1
opening lunch guests
KITCHEN
MANAGER To make sure we’re continuing to serve food that looks
2 At 3:00 pm
and tastes delicious during shift change

Prior to the To make sure our food looks and tastes delicious for our
3
SERVICE dinner peak dinner guests
MANAGER
To make sure we’re continuing to serve food that looks
4 At 8:00 pm
and tastes delicious through closing

APPRENTICE
These tastings are listed as tasks on the Manager Daily Checklists for
opening, shift change and closing. Perform a food FACT tasting with the
manager (ideally the KM since they’re responsible for our food) during every
shift of your training. Make sure they check the box for each tasting as you
GENERAL complete it together during the shift.
MANAGER
Continued on the next page ¬
ORIENTATION FOOD FACT TASTING CONTINUED
TOOL
The back of each Manager Daily Checklist has the information needed to
complete each food FACT tasting.
LINE
First Section
The first section is for the food items you need to complete a full FACT
tasting for, since they can vary from day-to-day based on the ingredients
added. You’ll learn more about how to set up the tasting for this in
CASH the Tasting Bowl section.
Š White Rice
Š Brown Rice

DIGITAL
Š Black Beans
Š Pinto Beans
First
Š Fajitas Section

Š Chicken
PREP Š Steak
Š Fresh Tomato Salsa
Š Guacamole Second
Section
Š Chips
GRILL

Second Section
The second section is for the food items you only need to check the
appearance of, since they don’t have ingredients added to them or the
CERTIFIED
ingredients added don’t vary from day-to-day:
TRAINER
� Sofritas � Tomatillo-Green Chili Salsa
� Queso Blanco � Sour Cream
KITCHEN � Carnitas � Cheese
MANAGER
� Barbacoa � Lettuce
� Tomatillo-Red Chili Salsa � Chipotle Honey Vinaigrette

SERVICE There are boxes next to each part of FACT for you to check off as you
MANAGER validate each part. Only check the box if it meets the standard. If it doesn’t
meet the standard, work with the team to fix it. You’ll learn more about this
in the Fixing Issues section.
For the shift change checklist, there are 2 boxes for each item, since 2 food
APPRENTICE tastings need to happen during that time. Use the first boxes for the tasting
at 3:00pm and the second boxes for the tasting prior to the dinner peak.
When the tasting is complete, there’s a spot at the bottom for you to sign
and write the time and date of the food FACT tasting so the rest of the
GENERAL management team knows the tasting was completed.
MANAGER
Continued on the next page ¬
ORIENTATION FOOD FACT TASTING CONTINUED
TASTING BOWL
For the items you need to complete a full FACT tasting for, place 1 ounce
portions of the following items in a bowl:
LINE
Š White Rice

Š Brown Rice

Š Black Beans
CASH
Š Pinto Beans

Š Fajitas

Š Chicken
DIGITAL
Š Steak

Š Fresh Tomato Salsa

Š Roasted Chili-Corn Salsa

PREP
Š Guacamole

Also be sure to grab:

GRILL Š 1 bag kid’s chips, to be shared by everyone performing the tasting
Š 1 lined red basket, to put the chips in so you can evaluate all
standards of FACT
CERTIFIED Š 1 spoon per person
TRAINER
Š 1 water cup per person

By creating tasting bowls this way, you limit the amount of waste to just
KITCHEN one bowl and one spoon per person completing the tasting, rather than
MANAGER multiple portion cups and spoons.
Perform the full FACT tasting in the dining room, not behind the line,
since team members can not eat in a food prep or service area.
SERVICE
MANAGER Having a water cup allows you to take a drink of water after you taste
each item to reset your palate.

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION FOOD FACT TASTING CONTINUED
FIXING ISSUES
For any food item that doesn’t meet a certain standard of FACT, you need
to work with your team to fix it. The exact steps will vary depending on the
LINE
food item and the standard missed.
Sometimes adjustments can be made on the spot to improve the quality
of the food so it can be served to guests. An example of this is adding a
little salt or citrus juice to the guacamole to improve its flavor & aroma. But
CASH sometimes the food has serious issues and no adjustments can be made
to the food to bring it up to a quality that can be served to our guests. An
example of this is dry and chalky black beans. No adjustments can be made
to approve their appearance and texture & mouth feel. If this is the case,
the right thing to do for our guests is to discard the food and make it fresh.
DIGITAL
A few common examples include:
• The standard for flavor & aroma for steak is fresh beef steak flavor with
medium back palate heat from the adobo marinade and distinctive salt
flavor. If you’re tasting steak and find that it doesn’t have a distinctive salt
PREP flavor, that means enough salt isn’t being added or it’s not being added
at the right time. Work with your Grill team to make new steak, while you
make sure that they’re salting the steak as soon as they lay it on the grill
and that they’re sprinkling the steak with a light, even layer of salt.

GRILL • The standard for appearance for fresh tomato salsa is balanced mix of firm
but ripe ingredients with no visible pooling liquid. If you find pooling liquid,
use a pan lid to drain the excess liquid, then return the pan to
the line.
CERTIFIED • The standard for color for fajitas is mix of green and purple with evenly
TRAINER caramelized edges. If you find the edges aren’t evenly caramelized, that
means they haven’t been cooked long enough. Work with your Grill team
to make new fajitas, while you make sure that they’re cooking them for
the proper amount of time, depending on the equipment used.
KITCHEN
MANAGER • The standard for texture & mouth feel for brown rice is light, fluffy and
tender, not sticky, chewy or crunchy. If you’re tasting brown rice and
find that it’s crunchy, that means it hasn’t been cooked long enough or
it doesn’t have the correct amount of water. Work with your Grill team
SERVICE
to make new rice, while you make sure that they’re cooking it for the
MANAGER proper amount of time, depending on the equipment used, and that
they’re using the correct amount of water, depending on the elevation.

Whenever you discover an issue, figure out:

APPRENTICE
• Is the food being prepared following the correct recipe to ensure the
proper Flavor & Aroma and Texture & Mouth Feel?
• Are the standards being followed to ensure the proper Appearance
and Color?
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION FOOD FACT TASTING CONTINUED

• Did the team member who prepared the food taste it?
• As the KMIT, did I check and taste the food before it went to the line?
LINE
• As the KMIT, did I validate food throughout prep instead of just as it
went to the line?
• Was the correct quantity of food cooked for the sales volume and time
of day?
CASH
• Is the food within the SSL?

WHY IT’S IMPORTANT

• Tasting ensures every guest enjoys food that meets our standards, no
DIGITAL matter which restaurant they visit or what time they visit.
• Evaluating the appearance and color ensures the food looks great for
our guests.
• Tasting is the only way to ensure proper flavor & aroma and texture &
PREP mouth feel.
• Food tasting is a critical culinary skill used to develop Chipotle’s recipes.
Practicing tasting frequently allows us to appreciate the depth of flavor
in Chipotle’s food and make better adjustments.
GRILL
• Chipotle sources fresh produce that comes from different locations
throughout the year. This may result in subtle changes in any part of
FACT. Tasting helps us detect these differences and make adjustments.
For example, while tasting roasted corn-chili salsa, you may notice you
CERTIFIED need to add extra jalapeños to get the correct spice level.
TRAINER
SHADOW
The trainer and trainee will perform a food FACT tasting together, with the
trainer completing the back of the Manager Daily Checklist for that shift.
KITCHEN
MANAGER For the first section of the checklist, the trainer will create the tasting bowls
for the trainer and the trainee. They’ll sit down in the dining room together
and work their way through the checklist. For each item, they will inspect
and taste it, then talk through each part of FACT. The trainer will explain
SERVICE their thoughts on Flavor & Aroma, and then the trainee will ask questions
MANAGER or give additional input. They’ll do the same for Appearance, then Color,
then Texture & Mouth Feel.
For the second section of the checklist, the trainer and trainee will go to the
line and work their way through the checklist. For each item, they’ll inspect
APPRENTICE it. The trainer will explain their thoughts on Appearance, and then the
trainee will ask questions or give additional input.
For any item that doesn’t meet the standards, the trainer will work with
the team to correct the issue, while the trainee observes and gives input
GENERAL
as needed.
MANAGER
Continued on the next page ¬
ORIENTATION FOOD FACT TASTING CONTINUED

PERFORM
The trainee and trainer will perform a food FACT tasting together, with the
trainee completing the back of the Manager Daily Checklist for that shift.
LINE
For the first section of the checklist, the trainee will create the tasting bowls
for the trainer and the trainee, while the trainer validates that it’s being
done correctly. They’ll sit down in the dining room together and work their
way through the checklist. For each item, they will inspect and taste it, then
CASH talk through each part of FACT. The trainee will explain their thoughts on
Flavor & Aroma, and then the trainer will validate or correct them. They’ll
do the same for Appearance, then Color, then Texture & Mouth Feel.
For the second section of the checklist, the trainee and trainer will go to the
DIGITAL line and work their way through the checklist. For each item, they’ll inspect
it. The trainee will explain their thoughts on Appearance, and then the
trainer will validate or correct them.
For any item that doesn’t meet the standards, the trainee will work with the
team to correct the issue, while the trainer gives additional input and support.
PREP
VALIDATE
The trainee will perform a food FACT tasting with the trainer, with the
trainee completing the back of the Manager Daily Checklist for that shift.
GRILL For the first section of the checklist, the trainee will create the tasting bowls
for the trainer and the trainee. They’ll sit down in the dining room and work
their way through the checklist. For each item, the trainee will inspect and
taste it, and then talk through each part of FACT with the trainer.
CERTIFIED For the second section of the checklist, the trainee and trainer will go to the
TRAINER line and the trainer will work their way through the checklist. For each item, the
trainee will inspect it. The trainee will then explain their thoughts on Appearance.
All items must meet the standards since the trainee is responsible for
KITCHEN ensuring all food looks and tastes delicious.
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
PREP SHEET
INTRODUCE
WHAT YOU NEED TO KNOW:
LINE The Prep Sheet is a tool that helps us calculate how much food to make
before the lunch and dinner rush. It calculates this by combining a sales
prediction for the day (known as a sales projection) with data on the
amount of each food item the restaurant goes through (known as usage). It
takes into account the finished prep that we have available.
CASH
In the upper left hand section of the prep sheet are the projected sales for
the day. The projected sales are one of two major factors that determine
how much food to prepare. If the restaurant is projecting higher sales, it
needs to prep more food. If the restaurant is projecting lower sales, the
DIGITAL amount of prep goes down.

The tool is divided into columns and rows. The columns are labeled Needs,
On Hand, and AM or PM Prep. The needs are calculated automatically, and
when combined with the units in the “prep amount” column, they tell us
PREP exactly how much prep we’ll need to get through the shift. For example,
if the AM needs for medium corn salsa is 9.92, and the prep amount for
medium corn salsa is 1/6 pans, we know we’ll need 9.92 1/6 pans of corn
salsa to get through the AM shift.

Next to the Needs column is an On Hand column, where we write how

GRILL
much of that prepared food item we have that can be served to guests.
This is not calculated automatically. The Kitchen Manager must count the
inventory and enter it here. Subtract the On Hand amount from the amount
in the needs column to calculate how much to prepare in the morning. For
CERTIFIED example, if this same restaurant had two 1/6 pans of corn leftover from
TRAINER the night before, the AM prep for corn salsa is only 7.92 1/6 pans of corn
because two pans are already finished. Always round up to the nearest
number that makes sense. For instance, round 7.92 up to 8, but round 2.08
up to 2.25, not 3.
KITCHEN
MANAGER WHY IT’S IMPORTANT:
Using the Prep Sheet properly results in:

• Planning to prepare the right amount of food for the day

SERVICE • Getting the most out of your crew so they’re not spending extra time
MANAGER
making too much but they’re also not leaving the line during peak to
make more
• Serving the freshest food possible

APPRENTICE • Not prepping too much

• Controlling food costs by minimizing waste
• Not running out of food so guests can move down the line quickly
• Creating an excellent guest experience
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION PREP SHEET CONTINUED

UNDERSTANDING THE PREP SHEET

The trainer will fill out the prep sheet while the trainee watches. After a few
LINE
demonstrations, the trainee will try to do some of the calculations.
A Needs: How much prep you
A B C A B C
need for the next peak period
DATA FOR BUSINESS DATE: 07/29/2016 PREP AND PULL CHART Store: 0013, Longmont

B On Hand: How much finished PROJECTED SALES $5,305.89 AM $2,476.75 PM $2,829.14

prep you have available RAW ITEM Prep Amount NEEDS ON HAND AM PREP NEEDS ON HAND PM PREP

CASH Meats ( Today / PM + Tomorrow)

D
AM Forecast $2,476.75

AM/PM Prep: How much to

Marinate Steak 1/3 Pan 4.11 32.01

C Marinate Chix Batch 3.40 26.39

prep for the next peak period.

AM 100% of all day (100% Today / PM)
AM Forecast $2,476.75
Blanched Avocados Case 4.38 2.33

To find this number, use the

Blanched / Diced Jalapeno Pound 3.58 1.91

E Blanched Limes
Blanched Lemons
Pound
Pound
4.55
1.70
2.40
0.90

formula:NEEDS - ON HAND = Diced Onions

Cheese Pans
Taco Lettuce
Pound
1/3 Pan
Pan
11.64
14.54
8.49
6.20
7.73
4.52

DIGITAL AM/PM PREP AM 75% of all day (75% of Today / PM)

AM Forecast $2,476.75
Chopped Cilantro Bag 5.26 3.82
Guacamole Case 3.21 2.33

D Meats (Today / PM + Mix Fajita

Hot Salsa (Red)
1/3 Pan
1/6 Pan
5.88
3.38
4.26
2.45

F Medium Corn Salsa 1/6 Pan 9.92 7.20

Tomorrow): How much meat Fresh Tomato Salsa

Green Salsa
Tray
1/6 Pan
9.64
3.26
7.00
2.37

to prep today. Since chicken

Sour Cream 1/6 Pan 6.26 4.54
Chipotle Honey Vinaigrette Batch- 60 OZ 0.55 0.41
Chips Basket / Bag 97.34 69.51

and steak have a minimum

Taco Shells Order 11.59 8.42

PREP Afternoon Transition (75% Today / 25% Today + 75% Tomorrow)

12 hour marinating time, the

AM Forecast $2,476.75

G Blanched / Cut Bell Peppers

Blanched / Washed Onions
Pound
Bag
17.64
0.69
136.43
5.39

meat for today's AM and PM

Cut Onions Pound 11.76 90.95

Grill Mise en Place (AM / PM)

shifts should already be done.

AM Forecast $2,476.75
Pinto Beans Bag 3.06 3.48
Black Beans Bag 5.17 5.89

During the evening, you'll H Carnitas

Barbacoa
Bag
Bag
2.09
1.95
2.33
2.28
Sofritas Bag 1.24 1.36

marinate for tomorrow's Line Rice White

Line Rice Brown
1/3 Pan
1/3 Pan
8.04
5.02
9.13
5.70

GRILL
needs AM 100% of all day (100% Today / 100% Tomorrow)
AM Forecast $2,476.75

I
Cheese Blocks, Cut Case 1.09 8.07
Corn w/ Poblano Thaw Case 1.69 12.43
Burrito Flour Tortilla Bag 34.83 240.26

E AM 100% of all day (100% Taco Flour Tortilla Bag 8.37 71.49

Today / PM): The food items

to prep during the morning
CERTIFIED for the entire day. Then in Copyright © 2016 eRestaurantServices Page 1 of 1

TRAINER
the afternoon you can simply
verify that you have enough finished prep to get through the PM shift
F AM 75% of all day (75% of Today / PM): The food items to prep during
KITCHEN the morning for 75% of the day and the remainder in the afternoon. The
MANAGER amount in the AM NEEDS column is 75% of your total day's needs. The
amount in the PM column is the full amount needed for the PM shift (not
just the remaining 25% of today)
G Afternoon Transition (75% Today / 25% Today + 75% Tomorrow): The
SERVICE food items to prep in the early afternoon (right after the peak). By prepping
MANAGER
enough for the next two shifts (25% Today and 75% Tomorrow), you'll free
up time tomorrow morning to prep the other items. Each morning you'll just
check that you have enough to get through the AM shift
H Grill Mise en Place (AM / PM): The expected usage of the other cooked
APPRENTICE
items by shift, to help with the mise en place for each peak period
I AM 100% of all day (100% Today / 100% Tomorrow): The food items you'll
need for the entire day and the food items you'll need for tomorrow. The
amount in the AM NEEDS column is 100% of your total day's needs. The
GENERAL amount in the PM NEEDS column is 100% of tomorrow's needs
MANAGER
Continued on the next page ¬
ORIENTATION PREP SHEET CONTINUED

PERFORM
The trainee will fill out the prep sheet under the supervision of the trainer.
LINE
VALIDATE
The trainee will demonstrate how to complete the prep sheet for the trainer
and will explain what they are doing and why it’s important. The trainee
should feel like they are training the trainer.
CASH
The trainer will ask the trainee to define sales projection and how it affects
the Prep Sheet.

The trainer will ask the trainee to define usage and how it affects the
Prep Sheet.
DIGITAL
The trainer will ask the trainee to explain the consequences of not prepping
enough food and prepping too much food.

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
COOKING TO NEEDS TOOL
INTRODUCE
WHAT YOU NEED TO KNOW:
LINE Cooking to Needs simply means cooking the right amount of food for
each part of the day. The Cooking to Needs Tool can help achieve this by
comparing hourly sales trend data to the usage of each hot food item.
Using this information, the tool then calculates how much food Grill should
cook for a specific period of the day (broken down by hour).
CASH
You can access the Cooking to Needs Tool by going to the Training Tab on
Chip Links and clicking on the “Cooking to Needs Tool” excel file under the
resources section. Within the Cooking to Needs Tool are two separate tabs
- one for the AM Shift and one for the PM shift. Within each of these tabs,
DIGITAL each hour’s sales projection is shown along with the quantity of each hot
food item that should be cooked for that hour. Catering orders will also be
incorporated by adding in the hot food quantities for each order into the
corresponding hour. These figures are estimates, and there can be some
variation if the actual sales are different from the projected sales.
PREP
During any given time interval, the KM and Grill team use the Tool to plan
and prepare for the shift by making sure the needs for each food item are
fulfilled before the corresponding time interval begins. In other words,
when a given time interval begins, the grill team should have all of the food
GRILL items listed under that time interval cooked. These food items can be on
the front line, digital make line, or in the hotbox. Thus, the team has to work
backwards to determine when to start cooking. For example, if the Cooking
to Needs Tool told us we needed one deep 1/3 pan of chicken at 2PM and
chicken takes 20 minutes to cook and cut, we’d start cooking the chicken
CERTIFIED
TRAINER
at 1:40PM to make sure we have enough for the guests we are expecting
to come in during the hour starting at 2PM. If you do not cook the
recommended amount of food on time, your restaurant will likely run out of
that item if the sales for that hour meet or exceed the predicted sales for
KITCHEN that hour. On the other hand, if too much food is cooked, it will likely carry
MANAGER over into the next hour, which means it won’t look or taste as fresh and will
lead to food waste later in the day.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION COOKING TO NEEDS TOOL CONTINUED

LINE

CASH

DIGITAL

PREP

WHY IT’S IMPORTANT:

GRILL
Using the Cooking to Needs Tool properly ensures you always have enough
of the freshest food possible for guests on both lines while minimizing food
waste by cooking only the amount of food needed during a period of time
to meet your restaurant’s needs.
CERTIFIED
The Cooking to Needs Tool will help to:
TRAINER
• Control C.I. and food cost by minimizing waste
• Increase throughput by ensuring guests are not waiting for food items to
be cooked
KITCHEN
MANAGER • Provide excellent guest experiences by always having the freshest food
on the line

SHADOW
SERVICE
The trainer will demonstrate for the trainee how to read the Cooking to
MANAGER Needs Tool in order to prepare the right amount of food by running a shift
together as Grill 1 and Grill 2. Each hour, the trainer will explain to the trainee
how they are using the tool to determine how much food to prepare.

APPRENTICE
PERFORM
During another shift, the trainee and trainer will switch positions. The
trainer will run Grill 2 and the trainee will run Grill 1. The trainee will use the
Cooking to Needs Tool as a guide to make sure they cook the right amount
of food every hour of the shift for the restaurant.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION COOKING TO NEEDS TOOL CONTINUED

VALIDATE
The trainee will demonstrate how to use the Cooking to Needs Tool for the
LINE
trainer and will explain how to use it and why it’s important. The trainee
should feel like they are training the trainer.

The trainer will ask the trainee to define sales projection and how it impacts
the Cooking to Needs sheet.

CASH The trainer will ask the trainee to define usage and how it impacts the
Cooking to Needs sheet.

The trainer will ask the trainee to explain the consequences of cooking too
little food and cooking too much food.
DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
FOOD WITH INTEGRITY
INTRODUCE
WHAT YOU NEED TO KNOW:
LINE Food With Integrity (FWI) is Chipotle’s commitment to finding the very
best ingredients raised with respect for the animals, the environment, and
the farmers.

Chipotle is the only national restaurant brand that prepares food without
CASH added flavors, colors, or preservatives. All of the wholesome food served at
Chipotle is made from a short list of 53 real ingredients.

Here are some important terms used to describe our food:

WHY IT’S IMPORTANT:

DIGITAL
• Responsibly Raised meats: Chipotle believes animals should be
Responsibly Raised. This means that they’re treated humanely and with
respect from birth to slaughter, fed a vegetarian diet, and never given
hormones or antibiotics. Chipotle buys more Responsibly Raised meat
PREP
than any other restaurant in the United States.
• rBGH: rBGH stands for Recombinant Bovine Growth Hormone. It’s a synthetic
growth hormone that causes dairy cattle to produce more milk, but it can
also cause joint problems and udder infections. We never want animals to be
GRILL in pain, which is why 100% of the milk in our sour cream, cheese, and queso
blanco comes from cows that have never been treated with rBGH .
• Pasture Raised: Chipotle also believes dairy cows should be pasture
raised. This means they’re given daily access to outdoor pastures, never
CERTIFIED given added hormones, and are fed an all-vegetarian diet. 100% of our
TRAINER sour cream and a large percentage of our cheese comes from pasture
raised dairy cows. We’re working hard to increase the percentage of our
pasture raised cheese.
• Organic: We believe produce should be grown organically. Organic means
KITCHEN grown without the use of chemical fertilizers, pesticides, or weed killers.
MANAGER
This is better for the produce and the long-term health of the soil. A good
percentage of our beans are organically grown. Our goal is 100%, but it
will take some time due to limited supply.
SERVICE • Local: We believe the less distance food has to travel, the better. Sourcing
MANAGER local food reduces food miles, supports rural economies, and ensures
fresh, great-tasting seasonal produce. Local means within 350 miles from
our restaurants. The amount and type of food bought locally depends on
the growing season. We serve millions of pounds of locally grown produce
and are the only national restaurant committed to buying local on a
APPRENTICE
significant scale.
• Farmers: We respect the farmers who raise their animals and crops
naturally with respect for the long-term health of the land and
community. We support those farmers by buying from them instead of
GENERAL
larger farms and food distributors.
MANAGER
Continued on the next page ¬
ORIENTATION FOOD WITH INTEGRITY CONTINUED

• People: We believe it’s important for people to know where their food comes
from. We continually look for the best ingredients from the best sources. We
LINE
give guests higher-quality food that tastes better and keeps them coming back.
• GMOs: GMO stands for Genetically Modified Organism, which is a plant
or animal created by inserting genes from one species (typically bacteria
or a virus) into the DNA of another to achieve characteristics that would
not occur naturally. In 2015, Chipotle became the first national restaurant
CASH company to cook only with non-GMO ingredients. While all of the ingredients
in our food are non-GMO, some of the beverages served contain GMOs

[Watch the “Where Our Food Comes From” course on Avocado Academy]
DIGITAL
WHY IT’S IMPORTANT:
Food With Integrity and Real Ingredients are what set us apart from the
competition. Our commitment to sourcing responsibly and creating simple,
wholesome food is a big reason many of our guests choose to eat at our
PREP restaurants.

Understanding the quality of our food helps us appreciate its value. It

explains why we invest so much money purchasing it and why we take the
time to inspect it when it arrives. It explains why we are careful to minimize
waste as we prepare, cook, and serve it to our guests, and, maybe most
GRILL
importantly, why it tastes so great.

SHADOW:
The trainee will watch the “Where Our Food Comes From” course on
CERTIFIED Avocado Academy. These short videos allow the trainee to shadow our
TRAINER
farmers and suppliers as they make our food.

[Watch the “Where Our Food Comes From” course on Avocado Academy]

KITCHEN PERFORM:
MANAGER
The trainee will discuss with crew members what Food With Integrity means
and why it’s important.

The trainee will discuss with crew members what they learned by taking the
SERVICE “Where Our Food Comes From” course.
MANAGER
VALIDATE:
The trainee will teach the trainer about Food With Integrity and what they
learned by taking the “Where Our Food Comes From” Course. The trainee
APPRENTICE should feel like they are training the trainer.

The trainer will ask the trainee why our Food With Integrity and
commitment to using real ingredients are important.

GENERAL
MANAGER
ORIENTATION
MANAGER ON DUTY STANDARDS
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? Check each standard in the
LINE When you are the most senior “Manager on Duty Standards”
person in the restaurant, you are the section of the Manager Pocket Guide
manager on duty, or the MOD. as your trainee reads it out loud.
When the standard is met, they will
The MOD has a special set of check the box. Make sure they can
CASH responsibilities, including acting check every box before moving on to
as the Food Safety Leader (FSL), the Perform step of their training.
leading in the event of an emergency
or crisis, communicating with the PERFORM
team, and overseeing the restaurant.
TRAINEE
DIGITAL
WHY IS IT IMPORTANT? Complete the checklist on “Manager
When the AP and GM are not in the on Duty Standards” with your
restaurant, they will rely on you to trainer. Ask your trainer questions
uphold the standards and provide an and for help as necessary.
PREP excellent guest experience in their
TRAINER
absence.
Read out loud each check box on
If an issue arises that requires the MOD standards pages of the
immediate attention, the team will Manager Pocket Guide for your
GRILL be looking to you for direction on trainee and supervise as they
how to respond. complete the checklist. Be available
to help out or answer any questions
Because the MOD can change in case they get stuck.
depending on which managers are
CERTIFIED working, having standards keeps
TRAINER VALIDATE
the entire management team on
the same page and in agreement. TRAINEE
It reduces friction during opening, Complete the checklist on “Manager
shift change, and close because on Duty Standards” independently
KITCHEN all managers have the same by checking each item on the
MANAGER expectations. checklist and making sure it meets
the standard. Then perform a
SHADOW walkthrough of the areas listed in
each section of the Manager on Duty
SERVICE TRAINEE Standards with your trainer..
MANAGER Watch the Wage & Hour course

Using the Manager Pocket Guide, TRAINER

open to the “Manager on Duty Ask the trainee to explain what
Standards” section. Go through the it means to be MOD and why it’s
APPRENTICE checklist with your trainer. Your important.
trainer will check the standard as Validate that every checkbox on the
you read them out loud. If the item is Manager on Duty standards meets
up to our standards, check the box. our standard.
GENERAL If it is not, your trainer will show you
MANAGER what to do to meet the standard.
ORIENTATION
MANAGER OPEN/SHIFT CHANGE/CLOSING DUTIES
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? Your trainee will need to shadow
LINE Managers have a lot of you as you complete the
responsibilities before the appropriate checklist during an
restaurant opens, during the shift opening, shift change, and closing
change, and at the end of the day. of the restaurant. Have the trainee
read the checklist to you out loud.
CASH These checklists are part of the As they say the task, demonstrate
daily maintenance of running a how that task is done. Explain what
business, including completing you are doing as you are doing it.
cash drops, staying on top of email
communication, and making sure PERFORM
DIGITAL the shift will have the right amount
TRAINEE
of food and labor.
You will need to complete the
WHY IS IT IMPORTANT? checklists on “Manager on Duty”
Being disciplined about completing standards with your trainer while
PREP your opening, shift change, and managing an opening, shift change,
closing responsibilities sets up your and closing. Your trainer will read
shift or the next shift and allows the tasks out loud to you from the
you or the incoming manager to Manager Checklists one at a time,
focus on guests during the peak and you will be asked to complete
GRILL period. the task. Ask plenty of questions if
you get stuck.
Having set standards keeps the
entire management team on the TRAINER
same page and in agreement. It Your trainee will need to complete
CERTIFIED
reduces friction during opening, the checklists for an opening,
TRAINER
shift change, and close because shift change, and closing of the
all managers have the same restaurant. Follow the checklists.
expectations. Read each item to them out loud
and have them complete the
KITCHEN
MANAGER SHADOW task under your supervision. Be
available to answer any questions
TRAINEE
that may come up as they are
You will need to shadow an
going through the checklist.
opening, shift change, and closing
SERVICE with your trainer. When you
MANAGER
do, follow the three Manager
Checklists that list the tasks
necessary for a successful opening,
shift change, and closing. Read
APPRENTICE each item on the checklist out loud
to your trainer and check off each
item as your trainer completes it.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION MANAGER OPEN/SHIFT CHANGE/CLOSING DUTIES CONTINUED

VALIDATE
TRAINEE
LINE Complete the appropriate
“Manager on Duty” checklist
independently for an opening, shift
change, and closing shift. As you
do, practice checking each item on
CASH the checklist and making sure it
meets the standard. Then perform
a walkthrough with the checklist
with your trainer.

DIGITAL TRAINER
Have your trainee complete the
opening, shift change, and closing
checklists independently. When
they are done, do a walkthrough
PREP
with them and check on the items
they checked off. Make sure each
item on the checklist is completed
and up to our standards. Quiz them
occasionally by asking them what
GRILL
they did and why it was important.
At these times it should feel like
the trainee is training you.

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
TIP TOP & PRE-SHIFT MEETINGS
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE TIP TOP is communication Watch the TIP TOP Course.
procedure that stands for Talking
Review the ChipTalk Notes for the
Into Position and Talking Out of
week with your trainer. Review
Position. When performing TIP
throughput goals, events, and any
TOP, the manager on duty greets
relevant notes you want to cover.
CASH the crew member as they arrive
If it hasn’t been filled in yet, fill it
and clock in to the shift and
in together. Then, observe your
share expectations. At the end
trainer as they lead the pre-shift
of the shift, the manager on duty
meeting and/or talk crew members
provides feedback and appreciation
DIGITAL into position at the beginning of
for the crew member’s work.
the shift.
A pre-shift meeting, sometimes
called a ChipTalk, is a meeting that TRAINER
happens before the shift with the Go over the ChipTalk Notes for
PREP entire crew. Pre-shift meetings are the week with your trainee. If you
an effective way to share news and have not filled out the throughput
set goals for the shift. goals for the week and restaurant-
specific events, fill them out with
ChipTalk Notes are a tool that help your trainee.
GRILL guide talking into position and pre-
shift meetings. ChipTalk Notes are Hold a pre-shift meeting with your
included in the restaurant weekly team and use the ChipTalk Notes
that is emailed to your restaurant to guide your discussion with the
at the beginning of the week. The team. If you are unable to host a
CERTIFIED
ChipTalk Notes contain information pre-shift meeting, talk every team
TRAINER
that applies to all restaurants, and member into position instead.
they have space for you to fill in Make sure you include additional
specific things for your restaurant. restaurant news that may not be
written on the ChipTalk Note but is
KITCHEN
MANAGER WHY IS IT IMPORTANT? still important for the shift to know.
Sharing information with your For example, you may add, “Jessica
crew will help them stay involved will be working cash today and
and connected with the business she is training our newest team
SERVICE and will keep them aligned with member, Todd. Today is his first
MANAGER company-wide and restaurant- day.”
specific goals.

Setting expectations and providing

feedback through regular
APPRENTICE systematic communication ensures
your team has adequate direction
from management.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION TIP TOP & PRE-SHIFT MEETINGS CONTINUED

PERFORM VALIDATE
TRAINEE TRAINEE
LINE Talk your team into position and/ Explain to your trainer how to give
or host a pre-shift meeting. Before a great pre-shift meeting using
the meeting, review the ChipTalk the ChipTalk Note. Describe how
Note with your trainer and discuss to come up with throughput goals
what you will be going over. Ask for and how you communicate them
CASH feedback in case there is anything with the team. Then give a pre-
your trainer wants you to add shift meeting or talk the team into
or remove from your pre-shift position as they arrive and have
discussion. After the meeting, ask your trainer observe.
a crew member and your trainer
DIGITAL Explain the other restaurant
for feedback.
systems of communication specific
Incorporate that feedback as to your restaurant and how to
you continue to host ChipTalks use them, including Dear Diary,
throughout the rest of your email, and Manager Meetings. It
PREP training. Continue to ask for should feel like you are training the
feedback from your trainer. trainer.

TRAINER TRAINER
Review the ChipTalk Note with your Confirm that your trainee knows
GRILL trainee before they host a pre-shift how to give a great pre-shift
meeting and/or talks people into meeting using the ChipTalk Note.
position. Observe your trainee as
Confirm that your trainee can
they communicate with the team
talk people into position and talk
CERTIFIED the throughput goal, restaurant
people out of position.
TRAINER events, and anything else that is
either on the ChipTalk Note or
news that impacts the restaurant.
After the pre-shift meeting and/or
KITCHEN after they talk every crew member
MANAGER into position, provide feedback.

Continue to provide feedback as

your trainee continues to host pre-
SERVICE shift meetings or talks people into
MANAGER and out of position throughout the
rest of their training.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CRISIS MANAGEMENT
INTRODUCE Locate the Customer Incident
WHAT DO YOU NEED TO KNOW? Report on Avocado Academy. If
LINE As a manager, it’s your you do not have any copies printed,
responsibility to make sure your print out some copies so you have
guests and team members are safe. them on hand. Read through and
review the Customer Incident
There are four type of guest Report with your trainee.
CASH incidents that can happen and
must be reported: PERFORM
• Guest illness or allergic reaction TRAINER
complaint Hopefully, you will not have to
report a guest incident in your
DIGITAL • Guest foreign object incident restaurant during training. So, to
• Guest accident or property get practice, make a point of asking
damage your trainee what they would do in
the event of an incident, perhaps
• Guest theft incident when they are not expecting you
PREP
to ask.
When an incident occurs, always
make the guest or team member
involved your number-one priority. VALIDATE
If anybody is seriously injured, or TRAINER
GRILL if you need help from the police or Verify that the trainee knows the
fire department, call 911. difference between the four types
of guest incidents:
WHY IS IT IMPORTANT?
In a crisis, you must act quickly. • Guest illness or allergic reaction
CERTIFIED
TRAINER As a senior manager on duty, your complaint
team will look to you for leadership. • Guest foreign object incident

SHADOW • Guest accident or property

KITCHEN damage
MANAGER
TRAINEE
Watch the Crisis Management • Guest theft incident
course on Avocado Academy.
Your trainee should be able to give
Read the Restaurant Manager an example of each one.
SERVICE Crisis Guide Clipboard with
MANAGER Ask your trainee what they should
your trainer.
do if a guest complains about an
injury from a foreign object, like a
chicken bone, in their food.
APPRENTICE

GENERAL
MANAGER
TRAINER
ORIENTATION
EMERGENCY PROCEDURES
INTRODUCE Point out the location of the
WHAT DO YOU NEED TO KNOW? Cleanup Kit.
LINE As a senior manager on duty, Point out where to find the phone
you may have to respond to an number for SSR. Make sure that
emergency that puts our food, this number is easily found in the
our team members, and our guests event of an emergency.
at risk.
CASH Point out where to find the phone
Some common emergencies include number for your Field Leader.
lack of hot water, power outages, Make sure that this number is
broken walk-in coolers, heavy rodent easily found in the event of an
or cockroach activity, brown water or emergency.
DIGITAL boil water advisories, and body fluid
spills. These incidents may require TRAINER
you to take immediate action up to Read the Emergency Procedures
and including closing the restaurant. section of the Manager Pocket
Chipotle has a dedicated staff Guide.
PREP
to help in emergency situations.
The Safety, Security, and Risk PERFORM
department, also known as TRAINEE
SSR, should be contacted in Your trainer may ask you
GRILL an emergency. Call SSR at unexpectedly at some point what
303.222.5968. to do in the event of a power
outage. You should know that
WHY IS IT IMPORTANT? you should find the emergency
In an emergency, you must act procedure in the Manager Pocket
CERTIFIED
quickly. As a senior manager on Guide and/or call SSR.
TRAINER
duty, your team will look to you
for leadership. TRAINER
Hopefully, you will not have any
Emergencies may cause you to
KITCHEN emergencies during training. So,
panic, which affects your judgment
MANAGER to get practice, make a point of
and ability to make decisions.
asking your trainee what they
Contacting the support staff at
would do in the event of a power
Chipotle for guidance will ensure
outage, perhaps when they are not
you are doing the best thing.
SERVICE expecting you to ask.
MANAGER
SHADOW
VALIDATE
TRAINEE
Hopefully, you will not have any TRAINER
emergencies during training. Validate that your trainee can easily
APPRENTICE locate the Emergency Procedures
Instead, make sure your trainee
knows where to go in the event of listed in the Manager Pocket Guide,
an emergency. the Cleanup Kit, the phone number
for SSR, and the phone number for
Point out the location of the your Field Leader.
GENERAL Emergency Procedures section of
MANAGER
the Manager Pocket Guide.
ORIENTATION
BOH STANDARDS
INTRODUCE
WHAT YOU NEED TO KNOW:
LINE Listed in the Manager Pocket Guide are all standards for the back of house.
The standards are divided by area and include dish/chemical, storage/walk-
in, prep, and grill. They also include standards for all crew and standards for
the Kitchen Manager.

CASH These standards are not negotiable. When the standards are not being met,
the Kitchen Manager is responsible for correcting it.

[Review the Manager Pocket Guide BOH Standards section with the trainee]

WHY IT’S IMPORTANT:

DIGITAL
Our standards keep our guests and our teams safe while contributing to an
excellent guest experience. Allowing the back of house to operate below the
standard will put our teams, our guests, and our business at risk.

When we walk past the something that is below the standard and we do
PREP nothing about it, we set a newer, lower standard.

SHADOW:
The trainer and trainee will walk through the back of house together. The
trainee will read the standards from the Manager Pocket Guide. At that
GRILL
time, the trainer should evaluate whether the standard is met or not. If it is,
the trainee should check it off in the Manager Pocket Guide. If it is not, the
trainer should demonstrate the corrective action necessary, whether it be
cleaning, maintenance, providing feedback to the crew, or a combination
CERTIFIED thereof.
TRAINER

PERFORM:
After at least one day later, the trainer and the trainee will exchange places.
The trainer will read the standards from the Manager Pocket Guide and
KITCHEN
MANAGER the trainee will evaluate whether the standard is met or not. If it is, the
trainer will check it off in the Manager Pocket Guide. If it is not, the trainee
will demonstrate the corrective action necessary. The trainer can help with
corrective actions as needed.
SERVICE
MANAGER VALIDATE:
After at least one day later, the trainee will complete the BOH Standards
checklist independently. The trainer will perform a walkthrough of the BOH
Standards and validate that every standard is met.
APPRENTICE

GENERAL
MANAGER
ORIENTATION
HOSPITALITY
INTRODUCE
WHAT YOU NEED TO KNOW:
LINE The Kitchen Manager plays a big role in hospitality, even if they have less
direct interaction with the guest than positions in the front of house do.

The back of house can support Be & Look Your Best by keeping the kitchen
clean and shiny and by smiling and making eye contact with the rest of the
CASH team.

A Prep and Grill team that is Guest Obsessed will review sales projections
and usage to anticipate the amount of food to prepare and cook so guests
never have to wait and always have fresh food. Prep and Grill may also help
satisfy special requests such as rice without cilantro. If so, the standard
DIGITAL
applies that they must customize with a smile.

WHY IT’S IMPORTANT:

The back of house is in view of the guests, so the appearance and behavior
PREP of the back-of-house team has a direct impact on the guest experience.

Smiles are contagious. When the back-of-house team is smiling, the team
serving guests on the line will be smiling too.

SHADOW:
GRILL
The trainer will demonstrate how to communicate with the team on the front
line by smiling, making eye contact, and speaking with clarity and energy.

The trainer and trainee will walk into the dining room and look into the
CERTIFIED restaurant’s open kitchen from the guest perspective. The trainer will point
TRAINER out what the guest can see and how having a clean and shiny workstation
and personal appearance will improve the guest experience.

PERFORM:
KITCHEN The trainee will communicate with the team on the front line by smiling,
MANAGER making eye contact, and speaking with clarity and energy. The trainee can
perform this, for example, by asking Tortilla if they need any rice, beans, or
meats.

SERVICE The trainee will keep a clean and shiny workstation and personal
MANAGER appearance, paying careful attention to what is in view of the guest.

VALIDATE:
The trainee will explain what it means to Be & Look Your Best in the back of
APPRENTICE house and why it’s important to the guest experience.

The trainee will explain what it means to Be Guest Obsessed as a Kitchen

Manager. For example, they might explain how prepping and cooking the
right amount of food is a form of anticipating needs or how important it is
GENERAL to customize with a smile.
MANAGER
ORIENTATION
FEEDBACK
INTRODUCE
WHAT YOU NEED TO KNOW:
LINE Prepping and cooking safe food that looks and tastes delicious and making
sure there is enough of it for every part of the day will only happen if you
lead by providing useful feedback to your team.

Now that you understand what the Back of House Standards are, you’ll be
CASH responsible for holding people to those standards by providing feedback.

Feedback can either be positive or corrective. When you offer positive

feedback, you are reinforcing something that was done right. When you
offer corrective feedback, you are discouraging a behavior. You should
recommend an alternative.
DIGITAL
There are four guidelines to giving good feedback. They are:

Do it now – You only have a moment to give feedback when you notice it.
When you observe something that is not up to our standards, mention it
PREP right away. If you do not, you may forget to mention it entirely. You may
also find it harder to bring it up later because it may seem irrelevant or
useless now that the moment has passed. You also risk setting a newer,
lower standards for the team.

GRILL Do it often - Giving useful feedback is a habit, and like any habit, you
must practice it. As you practice it, it will get easier and easier for you to
give feedback

Be specific – be clear about exactly what the trainee is doing correctly

CERTIFIED or exactly what the trainee needs to change. It gives your trainee better
TRAINER direction and improves your results. It gives you an opportunity to reinforce
exactly what the standard is and lets your trainee know how they are
performing against that standard.

KITCHEN Be sincere – Really mean it. Let the other person know it comes from a
MANAGER good place and you are hoping to help them improve.

WHY IT’S IMPORTANT:

When your team does not receive feedback, they are unaware of how they
SERVICE are performing against the standard.
MANAGER
If you observe a team member doing something incorrectly and you do not
say something, you are silently approving a newer, lower standard.

SHADOW:
APPRENTICE
The trainer will demonstrate giving feedback to the trainee. The trainer
and trainee will go to a handwashing sink together. The trainee will wash
their hands but make an obvious and observable mistake like washing for
too short a time or not using soap. The trainer will use this opportunity to
GENERAL demonstrate how to give feedback.
MANAGER
Continued on the next page ¬
ORIENTATION FEEDBACK CONTINUED
PERFORM:
The trainer and trainee will switch places. The trainer will wash their hands
incorrectly and the trainee will give feedback. The trainer can use this
LINE
opportunity to give the trainee a couple pointers on how to give better
feedback if necessary. The trainee should continue to give feedback to
their trainer or other team members to practice doing it often and getting
comfortable with it.
CASH The trainee will practice giving feedback to crew members. The trainee
should expect to provide examples of feedback they have given to the
trainer at validation.

DIGITAL VALIDATE:
The trainee will explain the principles of giving good feedback to the trainer.
The trainee will explain how to give feedback and why it’s important. The
trainee should feel like they are training the trainer.

The trainee will be asked to give three examples of feedback they have
PREP
given to other crew members.

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
BOH FACILITIES CHECKLIST
INTRODUCE
WHAT YOU NEED TO KNOW:
LINE The back of house has lots of equipment that needs to be cleaned and
maintained to function properly so the team can work efficiently. As
a Kitchen Manager, it’s your responsibility to take ownership of this
equipment.

CASH Your Facilities Specialist (FS), a member of the support staff who works
with your GM to keep your equipment and restaurant in top condition,
conducts a quarterly preventative maintenance (PM) audit that surveys
the condition of your restaurant.

ServiceChannel is the system we use to report facilities issues and

DIGITAL
request help when equipment is not functioning properly. You can find it
on Avocado Academy on the BOH computer.

You can find videos for simple and common repairs but watching the
Cleaning and Maintenance videos on Avocado Academy.
PREP
WHY IT’S IMPORTANT:
Routine preventative maintenance is easier, cheaper, and less disruptive than
fixing or replacing something that has broken because of lack of care.
GRILL If a piece of equipment isn’t running smoothly or breaks, it can slow down
the team and affect the guest experience. Some equipment, like the walk-
in cooler for example, is so critical that a malfunction might even shut
down the entire restaurant.
CERTIFIED
TRAINER SHADOW:
Review the restaurant’s most recent PM audit and evaluate each BOH item on
the checklist with your trainer under the Kitchen Hot Line and BOH sections.

KITCHEN
Demonstrate how to access cleaning and maintenance videos on Avocado
MANAGER Academy.

Show the trainee how to log on to ServiceChannel and show them how and
where to add work orders. Review any work orders relevant to the Kitchen Hot
Line and BOH. If necessary, enter a work order together.
SERVICE
MANAGER
PERFORM:
Using the list of BOH Facilities, the KMIT will perform their own audit of
the BOH facilities and perform any necessary preventative maintenance,
make any necessary repairs, or enter any necessary requests through
APPRENTICE
ServiceChannel.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION BOH FACILITIES CHECKLIST CONTINUED

VALIDATE:
The trainee will demonstrate to the trainer how to enter a request
LINE
through ServiceChannel and how to find a maintenance and cleaning
video on Avocado Academy. The trainee should feel like they are training
the trainer.

The trainee will explain to the trainer why preventative maintenance is

important.
CASH
The trainee will perform an audit of the BOH Facilities checklist with the
trainer. The trainee will walk through the Kitchen Hot Line and Back of
House sections. The KMIT must pass each section or show proof of a
request entered into ServiceChannel to address any item that does not pass
DIGITAL in order to be validated.

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
PRODUCT REMOVAL ASSURANCE
INTRODUCE product, inform them to submit
WHAT DO YOU NEED TO KNOW? a FQR, and to verify the number
LINE Product Removal Assurance (PRA) of affected cases found and
is a communication platform that discarded.
allows for an efficient, documented 5. The FSL will record their
product removal process. When findings by completing all of
a food safety or quality issue the fields on the website and
CASH arises, the affected restaurants are certifying that the incident has
notified by phone and their Field been resolved.
Leaders are notified by text.
WHY IS IT IMPORTANT?
When the Food Safety Leaders
The PRA Program helps keep our
DIGITAL log in to the PRA platform, they
food safe. It allows the Supply
are guided through the steps to
Chain team at the Restaurant
remove the affected food and
Support Center to be able to
resolve the issue.
monitor and report on the progress
PREP PRA PROCESS of product removals.
1. Your restaurant will receive
an automated phone call from SHADOW
Scott Boatwright, our Chief TRAINEE
Restaurant Officer with a Take the Product Removal
GRILL message that a product removal Assurance course on Avocado
is in progress and to get their Academy.
Food Safety Leader on the line.
Once the FSL is on the line, they PERFORM
CERTIFIED will be prompted to press .
TRAINER
TRAINER
2. Once 1 is pressed, the call will Hopefully, you will not have to do
inform the FSL to check their the PRA process in your restaurant
restaurant e-mail account. In during training. So, to get practice,
their inbox, there will be an make a point of asking your
KITCHEN
MANAGER e-mail from communications trainee what they would do if
with a link to the PRA website. they received a call about product
removals, perhaps when they are
3. The FSL will then need to
not expecting you to ask.
open the link in the e-mail
SERVICE
and log in to the PRA website
MANAGER VALIDATE
with the same Chipotle sign in
credentials they used to sign TRAINER
into their restaurant e-mail Verify that the trainee knows
account. what to do when they receive a
APPRENTICE call from Scott Boatwright, our
4. The PRA website will give the Chief Restaurant Officer with a
FSL all of the information they message that a product removal is
need to review the incident in progress.
information. It will let them
GENERAL
know the exact areas to pull
MANAGER
ORIENTATION
DELIVERY ISSUE REPORT
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? The DIR program helps our
LINE Delivery Issue Report (DIR) is the restaurants report any issues
process that your Food Safety they may have with a restaurant
Leader (FSL) will complete if they delivery. It also allows restaurants
need to report a delivery issue to alter their delivery schedule in a
through the ServiceNow website. quick and easy way.
CASH
Delivery issues you may need to SHADOW
report are:
TRAINEE
• Order arrived after 8 AM Take the Delivery Issue Report
course on Avocado Academy.
DIGITAL • Driver propped restaurant door
open
PERFORM
• Driver left cooler door open TRAINER
• Driver caused damage to the Hopefully, you will not have to do
PREP the DIR process in your restaurant
restaurant
during training. So, to get practice,
• Off-cycle delivery support (Non make a point of asking your trainee
food-quality issues only) what they would do if:

GRILL • Missing invoice/packing slip • Order arrived after 8 AM

DIR PROCESS • Driver propped restaurant door

1. Your FSL will navigate to the open
ServiceNow website and click
CERTIFIED • Driver left cooler door open
on the Manage Restaurant
TRAINER
Deliveries button. • Driver caused damage to the
restaurant
2. The FSL will need to complete
all of the required fields on • You need off-cycle delivery
KITCHEN the provided electronic form support (Non food-quality
MANAGER including: their name, email issues only)
address, and restaurant number.
• Missing invoice/packing slip
3. They will then need to select
SERVICE their delivery issue and the date VALIDATE
MANAGER it occurred and click submit
TRAINER
to submit the delivery issue
Verify that the trainee knows what
report.
to do when there is a delivery
issue.
APPRENTICE

GENERAL
MANAGER
ORIENTATION
HEALTH DEPARTMENT INSPECTION
INTRODUCE inspection.
WHAT DO YOU NEED TO KNOW? 5. Put the inspection in the Health
LINE The Health Department is a Department Inspections pocket
regulatory bureau from the of your Food Safety Leader
government that is responsible for Guide.
making sure we are following rules If you follow Chipotle procedures,
for serving safe food. Occasionally, your inspections will go smoothly
CASH they will send inspectors to your and your ratings will be excellent.
restaurant without warning to
check on your food safety practices WHY IS IT IMPORTANT?
When a health inspector arrives The Health Department, like
at your restaurant to do an you and the rest of Chipotle, is
DIGITAL
inspection, the Food Safety Leader committed to food safety and
(FSL) must give that inspector keeping people safe. They are in
100% of their attention. If there your restaurant to help.
are any violations, you must do Keeping records of your two most
PREP what you need to do to fix them recent health inspections supports
right away, asking your Field your commitment to food safety
Leader and Facilities team to help and helps the inspection go more
you when needed. smoothly even when the manager
You should have your two most on duty or health inspector
GRILL
recent health department changes from visit to visit.
inspections stored in your Food
Safety Leader Guide. Any violations SHADOW
that were noted in that health TRAINEE
CERTIFIED
TRAINER
department inspection must be Read the section of the food safety
corrected. leader guide titled “How to Ace
Your Health Inspection.”
Your health department should
provide you with a paper health
KITCHEN TRAINER
department inspection report.
MANAGER Locate and point out the Food Safety
Immediately after receiving that
Leader Guide to your trainee.
report:
Show your trainee where you
1. Write your restaurant number keep the results from your two
SERVICE and state (e.g. #0001 CO) on
MANAGER most recent Health Department
the upper right hand corner of inspections. If you cannot find them,
each page of the report .
request copies from your local
2. Scan and email the report to Health Department. Then, review
health inspect@chipotle.com or those inspections with your trainee.
APPRENTICE fax it to 303-222-5966. If there were any citations, verify
that they have been addressed and
3. Make sure your GM/R knows
that you would not be cited for those
about the inspection.
violations again.
GENERAL 4. Call your Field Leader to
MANAGER let them know about the
Continued on the next page ¬
ORIENTATION HEALTH DEPARTMENT INSPECTION CONTINUED

PERFORM
TRAINER
LINE Using a recent Health Department
Inspection, simulate a Health
Department Inspection. Walk
through the restaurant with your
trainee and point out anything that
CASH might cause your restaurant to get
a citation.

Using the “How to Ace Your

Health Department Inspection”
DIGITAL section of the Food Safety Leader
Guide, quiz your trainee by asking
them questions related to the
“Information Managers Need to
Know” section.
PREP
VALIDATE
TRAINER
Using the “How to Ace Your
GRILL Health Inspection” section of the
guide, verify that your trainee
knows everything listed under the
“Information Managers Need to
Know” section.
CERTIFIED
TRAINER Verify that your trainee knows
where to find the two most recent
health inspections.

KITCHEN Verify that your trainee knows

MANAGER what to do during a Health
Inspection.

Verify that your trainee knows

what to do after receiving a report
SERVICE
MANAGER from the Health Inspection.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
SAFETY AND OSHA
INTRODUCE for your team members.
WHAT DO YOU NEED TO KNOW? When an inspector arrives, give
LINE As a manager on duty, you are them 100% of your attention. If
responsible for the health and safety there are any violations, you must
of everyone in your restaurant. do what you need to do to fix
We have many safety requirements them right away, asking your Field
in every restaurant to keep our team Leader and Facilities team to help
CASH you when needed.
members safe. Some examples are:

• Having Safety Data Sheets (SDS) If you are following Chipotle

available on Avocado Academy, procedures your inspections will go
training new hires on them smoothly and your ratings will be
DIGITAL excellent
during Orientation, and having
them sign the Safety Data Sheets
WHY IS IT IMPORTANT?
Employee Acknowledgment Form
OSHA, like you and the rest of
• Wearing protective cut gloves Chipotle, is committed to keeping
PREP when working with knives people safe. They are in your
• Wearing non-slip shoes restaurant to help and their
• Wearing goggles when changing recommendations should be taken
chemicals in concentrated form seriously.
GRILL • Placing covers on top of drains
SHADOW
• Having functional, maintained
TRAINER
fire extinguishers
Walk through your restaurant with
• Using ladders when changing your trainee and check the following
CERTIFIED lightbulbs or reaching high places
TRAINER safety issues:
• Using Klever Kutters to open
• Having Safety Data Sheets (SDS)
boxes
available on Avocado Academy,
• Keeping Safety Data Sheets training new hires on them
KITCHEN (SDS) by chemical storage during Orientation, and having
MANAGER
• Having clear procedures on how them sign the Safety Data Sheets
to report injuries Employee Acknowledgment Form
• Having an evacuation plan in • Wearing protective cut gloves
SERVICE case of emergency when working with knives
MANAGER Just as the Health Department • Wearing non-slip shoes
sends Health Inspectors to your • Wearing goggles when changing
restaurant to make sure you chemicals in concentrated form
are providing safe food, the
• Placing covers on top of drains
APPRENTICE Occupational Safety and Health
Administration (OSHA) may
send safety inspectors to your
restaurant to make sure you are
providing a safe work environment
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION SAFETY AND OSHA CONTINUED

• Having functional, maintained fire VALIDATE

extinguishers TRAINER
LINE • Using ladders when changing Verify that your trainee
lightbulbs or reaching high places understands what OSHA is and why
• Using Klever Kutters to open boxes it is important.

• Keeping Safety Data Sheets (SDS) Verify that your trainee knows
CASH by chemical storage what procedures are in place to
• Having clear procedures on how to keep our team members safe.
report injuries Verify that your trainee
• Having an evacuation plan in case understands procedures on how to
of emergency report injuries if they happen.
DIGITAL
PERFORM
TRAINEE
Verify that your team members are
PREP working in a safe environment by
making sure that everyone is

• Having Safety Data Sheets (SDS)

available on Avocado Academy,
GRILL training new hires on them
during Orientation, and having
them sign the Safety Data Sheets
Employee Acknowledgment Form
• Wearing protective cut gloves
CERTIFIED
TRAINER when working with knives
• Wearing non-slip shoes
• Wearing goggles when changing
chemicals in concentrated form
KITCHEN
MANAGER • Placing covers on top of drains
• Having functional, maintained
fire extinguishers
• Using ladders when changing
SERVICE
MANAGER
lightbulbs or reaching high places
• Using Klever Kutters to open
boxes
• Keeping Safety Data Sheets
APPRENTICE (SDS) by chemical storage
• Having clear procedures on how
to report injuries
• Having an evacuation plan in
GENERAL case of emergency
MANAGER
ORIENTATION
SETTING ALARMS
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE All managers must have their own
alarm code for the restaurant.

The alarm must be functioning and

armed every night. If your alarm is
CASH not functioning properly, submit a
request though ServiceChannel. Arm:
Enter your alarm code followed by
Salaried managers have the ability
2 for “Away” [Code], [2]
to set up and disable alarm codes.
DIGITAL There are two types of alarm Bosch-Radionics Alarm Panel:
panels: Disarm:
Enter your alarm code followed by
the enter key [Code], [ENT]
PREP
Reset:
The panel may require a reset to
arm the system again if alarms
were previously triggered; press
GRILL the command key, followed by 4, 7
[Command], [4], [7]
Vista/Honeywell-Ademco/
Safewatch Panel: Arm:
CERTIFIED Disarm: Radionics panels are armed
TRAINER Enter your alarm code followed by by entering the Command key
1 for “off” [Code], [1] followed by 1 [Command], [1]

WHY IS IT IMPORTANT?
KITCHEN Reset:
MANAGER Alarms keep our restaurant
The panel may require a reset to
safe and protect our business
arm the system again if alarms
from theft. Functioning alarms
were previously triggered; enter
also make sure nobody in the
your alarm code and press 1 for
SERVICE restaurant could cause harm when
“off” [Code], [1]
MANAGER the opening manager arrives in the
morning.

Giving each manager their own

code holds us accountable for
APPRENTICE keeping that number a secret
and not sharing the number with
anybody else.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION SETTING ALARMS CONTINUED
SHADOW
TRAINER
LINE Demonstrate how to arm, reset,
and disarm the alarm system using
your own alarm code. Be careful
not to share your personal alarm
code number.
CASH
PERFORM
TRAINEE
Arm, reset, and disarm the alarm
DIGITAL system using your own alarm
code. Be careful not to share your
personal alarm code number.

VALIDATE
PREP
TRAINER
Verify that the trainee can arm,
reset, and disarm the alarm.

Verify that the trainee knows not

GRILL to share their alarm code.

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
COMPLIANCE TRAINING
WHAT DO YOU NEED TO KNOW?
• Compliance training is not required for all restaurants. Check with your
LINE
trainer to see if it is required for you and which courses you need to take.

WHY IS IT IMPORTANT?
• Depending on your location, some courses may be legally required and we
always want to be in compliance.

CASH
Take the compliance training on Avocado Academy.

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
FINAL VALIDATION
The KMIT, trainer, GM/R and Field Leader will all be present at the final
validation. The KMIT will lead the meeting and:
LINE
• Talk through our purpose and values
• Review each point of the KM Top 5
• Make it clear that the KM role is the protector of the food
CASH • Discuss their role in completing the Daily HACCP Control Log and CCP1
Wellness Check Book, and the importance of each
• Talk through their role in the safety and security of the restaurant
• Walk to the Food Safety Seven poster and talk through their role for
DIGITAL each point
• Talk through the cleaning and maintenance of the restaurant and
their role in it
• Validate recipes are being followed by checking all food as it’s
PREP being prepped
• Demonstrate coaching in the moment
• Lead a food FACT tasting

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
SERVICE MANAGER INDEX
UNDERSTANDING YOUR GUEST
EXPERIENCE (WEEK 1)
LINE Service Manager Orientation

Excellent Guest Experience

Hospitality
CASH
Chipotle Rewards

Prep Deployment

Throughput Fundamentals
DIGITAL
Nuances of Throughput

FOH Food Safety

FOH Standards
PREP
FOH Facilities Checklist

Manager Comps

Catering
GRILL

MANAGING YOUR SHIFT (WEEK 2)

CERTIFIED Owner’s Path

TRAINER
Leading the Shift

Understanding Sales

KITCHEN In-Restaurant Communication

MANAGER
Dear Diary

Honest Conversations
SERVICE Cash Handling
MANAGER
Ordering Change

Phone Scams
APPRENTICE Compliance Training

GENERAL
MANAGER
ORIENTATION
SERVICE MANAGER ORIENTATION
INTRODUCE
WHAT DO YOU NEED TO KNOW? WHY IS IT IMPORTANT?
LINE Congratulations! You understand Following the steps of introduce,
the role of a Service Manager (SM), shadow, perform, and validate
and you’ve committed to training ensures that the trainee
to become our next one. Now remembers and applies the
what? It’s time to start training. training.
CASH
Here’s what the training will look Involving the GM and FL in
like: validation gives the trainer and
trainee the confidence they are
• Trainer and trainee will go moving in the right direction.
through steps of training each
DIGITAL
topic: introduce, shadow, and Planning training in advance helps
perform. the trainer and trainee be more
• Trainee will complete activities as efficient and focused with their
necessary. time together.
PREP • Trainer will validate each topic as
recommended by the Trainer’s
Guide.
• Trainee will take a knowledge
GRILL check.
• GM and FL will sign off after each
week if the trainee is ready.

CERTIFIED For training to be effective, trainer

TRAINER and trainee need to schedule their
time together. Compare schedules
for the week ahead using the
training schedule worksheet. Then
KITCHEN fill in topics and activities to be
MANAGER covered that day.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
EXCELLENT GUEST EXPERIENCE
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE Everything we do is for our guests. Walk through each position on the
We want to ensure that every guest team and explain how it contributes
has an excellent experience. to an excellent guest experience.

An excellent guest experience is For example, Prep helps make sure

CASH made up of three things: we have plenty of food to cook.
When a guest can see that the back
of house is clean and organized, it
1. Great Food: the taste, improves the way that guest feels
appearance, and availability of about the restaurant. And because
DIGITAL safe and delicious food the Prep person makes plenty of
food, the front line doesn’t run out
and keeps moving.
2. Great Feel: the atmosphere—
the sights, smells, sounds, and Explain how Tortilla, Salsa, Expo,
PREP cleanliness. Linebacker, Grill, Digital Specialist,
and Dining Room all contribute to
3. Great Flow: the speed of service
great food, feel, and flow.
on the front line; the accuracy
and timeliness of second-make-
line orders. PERFORM
GRILL
The SM creates an excellent guest TRAINEE
experience by providing our guests Explain to your trainer how each of
with great food presented and the following positions contributes to
served perfectly on a clean line, an excellent guest experience: Prep,
CERTIFIED great feel, and great flow. Tortilla, Salsa, Expo, Linebacker, Grill,
TRAINER Digital Specialist, and Dining Room.
Every member of the team helps
contribute to an excellent guest VALIDATE
experience.
KITCHEN TRAINEE
MANAGER WHY IS IT IMPORTANT? Explain and understand what is
Great food, feel, and flow are meant by food, feel, and flow and
exactly what our guests want and that having all three creates an
exactly what we need to provide excellent guest experience.
SERVICE 100% of the time.
MANAGER
Explain and understand how
The SM role leads the team as each position in the restaurant
food, feel, and flow come together contributes to excellent food, feel,
at the same moment for the and flow.
enjoyment our guests.
APPRENTICE TRAINER
The SM needs to be aware of Observe and confirm trainee’s
how each position contributes knowledge and understanding of
to creating an excellent guest Excellent Guest Experience and how
GENERAL experience through great food, every team member contributes to
MANAGER great feel, and great flow. creating it in some way.
ORIENTATION
HOSPITALITY
INTRODUCE The trainer and trainee will agree
WHAT DO YOU NEED TO KNOW? on one foundation to improve
during training. The trainer will
LINE The Service Manager oversees
demonstrate how to improve the
every part of the guest experience,
Foundation by pointing out an
including food, feel, and flow. opportunity, giving feedback to a
team member, or both.
The Service Manager must know
CASH all four cornerstones of Hospitality The trainer will then teach how
and ensure that the team lives up to Surprise & Delight and how to
to all 20 Hospitality Foundations. Make It Right. For this part, the
trainee will role-play as a new team
The Service Manager must be able member.
DIGITAL to demonstrate how to Surprise &
Delight guests and how to Make It PERFORM
Right, as well as how to teach and The trainee will perform an
coach others how to do the same. informal assessment of the
execution of each of the
PREP
WHY IS IT IMPORTANT? foundations of Be & Look Your Best
It is the responsibility of the and Be Guest Obsessed.
Service Manager to ensure the
cleanliness of the line, dining The trainee will then explain how
room, and all other front-of-house to meet the foundation by pointing
GRILL out an opportunity, giving feedback
facilities.
to a team member, or both.
The Service Manager models the The trainee will train the trainer
standards and behavior for the on how to Surprise & Delight and
CERTIFIED entire front-of-house staff, shaping Make It Right.
TRAINER the experience for every guest who
enters the restaurant during the
VALIDATE
shift.
The trainer will ensure that the
KITCHEN trainee knows the Foundations
MANAGER SHADOW of the first two Cornerstones and
The trainer will perform an what opportunities the team has to
informal evaluation of the improve.
execution of each of the
Foundations of Be & Look Your The trainer will ensure that the
SERVICE
Best and Be Guest Obsessed trainee has positive results from
MANAGER
with the trainee. For example, actions taken to improve the
the trainer will review the first foundation agreed upon in the
foundation’s standard, “The guest “shadow” portion.
will always be greeted with a smile
APPRENTICE and eye contact,” and explain The trainee can teach a new crew
whether the team meets or does member how to Surprise & Delight
not meet this standard. and Make It Right.

GENERAL
MANAGER
ORIENTATION
CHIPOTLE REWARDS
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE Chipotle Rewards is our program built to reward our guests. Guests can
sign up for the program using our app or website. Once they’re a member,
guests can eat Chipotle, earn points, and score rewards for free Chipotle.

The Service Manager is responsible for being the Chipotle Rewards

CASH Ambassador for all guests and team members. They need to know the
program in detail so they can answer questions and troubleshoot issues.

The Service Manager also needs to talk to guests about Chipotle Rewards
while performing table touches. After asking “How was the food?” and
“How was the service?” then making it right, if necessary, they need to ask
DIGITAL
the guests if they’re members of Chipotle Rewards. A suggested script is
“Have you signed up for our rewards program?”

• If the guest says yes, the Service Manager needs to thank them for being
a member and ask if they have any questions about the program. A
PREP suggested script is “Great, thank you! Do you have any questions about
the program that I can answer for you today?”
• If the guest says no and seems extremely interested, the Service Manager
needs to walk them through how to sign up and how to earn points on
GRILL their purchase today without touching their phone.
• If the guest says no and doesn’t seem interested, the Service Manager
needs to not pressure them to join.
• The Service Manager needs to complete their table touch by reminding
CERTIFIED the guest about the survey at the bottom of their receipt.
TRAINER
The Service Manager needs to explain how and help guests earn points on
past purchases.

The Service Manager needs to direct guests to the Rewards FAQ on

KITCHEN chipotle.com for any questions they don’t know the answer to, but then
MANAGER follow up and make sure they know the answer for next time.

The Service Manager needs to know the Chipotle Rewards responsibilities

for each front-of-house position.
SERVICE
MANAGER WHY IS IT IMPORTANT?
As the model for the standards and behavior for the entire front-of-house
staff, the Service Manager shapes the experience for every guest who
enters the restaurant during the shift. They need to be able to help every
guest, rewards member or not, and every team member, to ensure that we
APPRENTICE
are consistently executing a successful rewards program.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CHIPOTLE REWARDS CONTINUED

SHADOW
The trainer will walk the trainee through the Program Overview, Roles &
Responsibilities, Preparation, and Contest sections of the Chipotle Rewards
LINE
Rollout Guide, to teach them the program in detail and to know the Chipotle
Rewards responsibilities for each front-of-house position.
The trainer will then role play the various scenarios of table touches while
the trainee will role play being a guest. They will run through what to do if a
CASH guest says yes, says no and seems extremely interested, says no and seems
interested, and says no and doesn’t seem interested.
The trainer will then walk the trainee through past purchases so they can
help guests earn their points.
DIGITAL The trainer will then show the trainee the Rewards FAQ on chipotle.com to
continue to learn the program in detail.

PERFORM
The trainee will walk the trainer through the Program Overview, Roles &
PREP
Responsibilities, Preparation, and Contest sections of the Chipotle Rewards
Rollout Guide, using the guide as a reference. The trainer will coach in the
moment to correct any errors.

The trainee will then role play the various scenarios of table touches while
GRILL the trainer will role play being a guest. They will run through what to do if a
guest says yes, says no and seems extremely interested, says no and seems
interested, and says no and doesn’t seem interested. The trainer will coach
in the moment to correct any errors.
CERTIFIED
The trainee will then walk the trainer through past purchases so they can
TRAINER
help guests earn their points. The trainer will coach in the moment to
correct any errors.

The trainee will then show the trainer where to go to continue to learn the
KITCHEN program in detail.
MANAGER

VALIDATE
The trainer will ensure that the trainee knows the Program Overview,
Roles & Responsibilities, Preparation, and Contest sections of the Chipotle
SERVICE
MANAGER Rewards Rollout Guide.

The trainee can confidently do a table touches for all possible scenarios
(if a guest says yes, says no and seems extremely interested, says no and

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CHIPOTLE REWARDS CONTINUED

seems interested, and says no and doesn’t seem interested).

The trainee can successfully walk the trainer through past purchases.
LINE
The trainee will answer all potential guest questions asked by the trainer,
with the trainee knowing to direct guests to the Rewards FAQ on chipotle.
com for any questions they don’t know the answer to, and then following up
and making sure they know the answer for next time.
CASH

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
PREP DEPLOYMENT TOOL
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE The Prep Deployment Tool provides time expectations for each prep task and
calculates how much time it should take your crew to complete all of the prep
for the day. The time expectations will help you effectively deploy your crew
and use only the hours you need for prep, while ensuring every crew member
can complete all of their assigned tasks by the time needed. Prep deployment
CASH is more than just prepping food. It helps achieve great throughput by ensuring
you have plenty of crew to cover your peak times, ensuring you have enough
time scheduled to properly set up your mise en place, and by ensuring your
Expeditor, Linebacker, and Aces can be in their Places in time for the peak.

DIGITAL C
A B

D
E
F
PREP

GRILL

H
L M I
CERTIFIED
TRAINER J
K
a. Prep Quantity: The prep quantities needed (based on your prep sheet)
b. Assigned To: The position that is responsible for completing the prep task

KITCHEN c. Position: The position the crew member will be deployed to during the peak period
MANAGER d. Crew Member Name
e. Start Time: The time the crew member is scheduled to begin working
f. Time Needed: The time you need the crew member in position for peak period

SERVICE g. Prep List: A list of all prep to be completed and how long it should take (including mise
MANAGER en place and cleaning)
h. Total Minutes: The total time it should take the crew member to complete their prep
i. 30 Minute Break?: Will the crew member be taking a 30 minute break before the peak
period

APPRENTICE j. Complete: The time the crew member should be done with their prep
k. Spare Time: The amount of extra time the crew member will have after completing all of
their prep
l. Summary: The available time the entire crew will have with the current deployment
schedule in place
GENERAL
MANAGER m. Goals: Use this section to list shift goals for throughput, sales, customer service, etc.
Continued on the next page ¬
ORIENTATION PREP DEPLOYMENT TOOL CONTINUED

WHY IS IT IMPORTANT? completed.

When you use the Prep • Assign each prep task to a crew
Deployment Tool, you have a plan member: Assign each prep task
LINE
in place to have all prep completed by position (see B on previous
on time and deploy your team to page) and choose a crew member
provide an excellent experience. to complete each task. Once
Part of this excellent experience assigned (B), the tasks (G) will
CASH includes setting up the five pillars appear in the crew members
for great throughput. section in the tool.

SHADOW • Review the Daily Deployment

TRAINER section: Check for crew members
DIGITAL
Demonstrate each of the following with spare time or not enough
steps to your trainee as you time (see K on previous page).
complete a Prep Deployment Tool If there’s more than 15 minutes
together: of spare time, the cell will turn
PREP orange. If there’s more than 30
• Enter the names and positions
minutes of spare time, the cell
for each crew member and
will turn red. Rearrange the tasks
manager working today: Type
if needed so that there’s very
in the name of each person
little, if any, spare time. If there’s
working and the position they’ll
GRILL not enough time to complete all
be working during the peak. As
of the tasks, take a look at your
always, put your Aces in Places.
schedule to ensure you have
enough crew members.
• Using your schedule, type in
CERTIFIED
the start time and the time
TRAINER • Print and post: After completing
needed for each crew member:
the Prep Deployment Tool for
The start time is the time the
the shift, print and post it before
crew member begins their shift.
the shift begins so the crew
The time needed is the time
KITCHEN knows what tasks they need to
MANAGER that they need to be in position
complete and time they need to
for the peak period. Also enter
be completed.
if the crew member is going to
take their break before the peak
period. • Evaluate: During the shift, work
SERVICE
MANAGER with your team to ensure they’re
meeting the time expectations
• Enter the amount of prep
of their tasks. If not, find out why
that needs to be completed
and work with them to help them
according to your prep sheet:
get better. Then, account for that
APPRENTICE The prep tool will automatically
in tomorrow’s prep sheet and
calculate the amount of time
Prep Deployment Tool. Be sure to
it will take for each task to be
talk with the manager writing the
schedule if you need more people
GENERAL or need people to come in earlier
MANAGER
Continued on the next page ¬
ORIENTATION PREP DEPLOYMENT TOOL CONTINUED

PERFORM VALIDATE
TRAINEE TRAINER
LINE Before the start of another shift, Have the trainee put together
work with your trainer to put the prep deployment tool. As he’s
together the prep deployment. doing that, have them explain it to
You’ll need to follow these steps: you as if they were training you on
it.
CASH • Enter the names and positions
for each crew member and After completing it, review the tool
manager working today. for completion and accuracy.
• Using your schedule, type in the Point to specific items on the
start time and the time needed prep deployment tool and ask
DIGITAL for each crew member. the trainee to explain what it
• Enter the amount of prep that is and why it’s important. The
needs to be completed according trainee should be able to point
to your prep sheet. out everyone’s name and position.
PREP • Assign each prep task to a crew They should understand what
member. the Start and Time Needed times
indicate and what it means to have
• Review the Daily Deployment spare time.
section.
• Print and post. Finally, your trainee should be able
GRILL
to explain to you how the prep
• Evaluate. deployment sets up the team to
TRAINER have all five pillars of throughput.
Allow your trainee to put together In others words, they should
CERTIFIED the prep deployment for the indicate the Expo and Linebacker,
TRAINER that there are Aces in Places
shift. Be available to answer any
questions they may have. before the peak period begins,
and that each person has time to
gather mise en place.
KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
THROUGHPUT FUNDAMENTALS
INTRODUCE during lunch or dinner when they
WHAT DO YOU NEED TO KNOW? are busy and need to be thinking
LINE The fundamentals of throughput about providing excellent flow.
are something everyone on the Goals can unify the team and give
team should know in order to them something to work for, but
achieve great throughput during only if the goals are reachable and
peak period. The fundamentals are well communicated.
CASH found on the Throughput Poster
available on Avocado Academy.
SHADOW
The fundamentals of throughput TRAINEE
are: Review the roles of each position
DIGITAL on the Throughput Poster with
• The roles of each station including
your trainer.
Expo and Linebacker, and
• The Five Pillars of Throughput TRAINER
Review the Throughput Poster
PREP Once everyone on the team with your trainee. When they
understands the fundamentals, have reviewed the poster, ask the
the Service Manager motivates following questions:
the team by setting specific goals
What are the five pillars and what
that are reachable but challenging.
GRILL do they mean?
The Service Manager needs to
base these goals on reports that How do you set realistic goals for
show how the team has performed throughput?
historically.
CERTIFIED How do we communicate those
TRAINER Throughput is entrées per unit goals to the team?
of time. Specifically, we strive to
maximize the total number of Demonstrate how to use reports to
entrées within a 15-minute window, set throughput goals for the team
which we call the “Max 15” or for the next week by accessing the
KITCHEN
MANAGER “15-minute Max.” 15 minute intervals report.

WHY IS IT IMPORTANT? PERFORM

Throughput creates great flow in TRAINEE
SERVICE the restaurant. Our throughput is Coach members of your team by
MANAGER something Chipotle is known for asking them to explain their role
and something our guests expect during peak period. Ask them,
and appreciate about our service. “What is your role during peak
Measuring the maximum period and does that help the team
APPRENTICE achieve great throughput?” If the
throughput in 15 minutes gives us
feedback on our ability to achieve crew member does not know the
great throughput even if our peak answer, use the Throughput Poster
period is shorter. Every restaurant to help them understand their role
GENERAL has at least a 15-minute period better.
MANAGER
Continued on the next page ¬
ORIENTATION THROUGHPUT FUNDAMENTALS CONTINUED

Access the 15 minute intervals

report and use it to generate
LINE
throughput goals for the
team. Before your next shift,
communicate that goal with the
entire team. After peak period,
communicate with the team
CASH whether you met the goal or not.

TRAINER
Observe and provide feedback to
the trainee as they validate the
DIGITAL team’s knowledge of throughput
fundamentals, generate
thoughtful throughput goals, and
communicate those goals to their
team.
PREP
VALIDATE
TRAINEE
Explain to your trainer every team
GRILL member’s role during peak period
and how it contributes to great
throughput.

Explain the Five Pillars.

CERTIFIED
TRAINER Walk through the 15 minute interval
report with your trainer and use
it to set throughput goals for the
upcoming week.
KITCHEN
Demonstrate how to communicate
MANAGER
throughput goals to the team at
the beginning of the shift.

TRAINER
SERVICE
MANAGER
Observe and confirm trainee’s
knowledge and application of
throughput. Ask trainee to explain
the role of each team member in
achieving great throughput during
APPRENTICE peak period. Have the trainee print
and review a 15 minute interval
report and have them explain how
they used it to set goals for the
GENERAL week’s upcoming shifts.
MANAGER
ORIENTATION
NUANCES OF THROUGHPUT
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE Throughput is more than having Watch another one of your
each member of the team execute shifts on Envysion and come
their role and follow the five pillars. up with some nuances you’d
Each position has nuances, subtle like to see implemented. For
adjustments, and techniques that example, you might notice that
CASH shave valuable seconds off each when Shawn is on Tortilla, they
interaction. never communicate the order
down the line, so guests have to
WHY IS IT IMPORTANT? repeat themselves, which slows
As your throughput goals become throughput.
DIGITAL more and more challenging, the
gains in throughput will depend Share those nuances with your
on your team’s disciplined trainer and explain how you think
implementation and execution of Shawn could improve throughput.
these nuances. Have your trainer supervise you as
PREP you give feedback to Shawn based
on what you saw in the video.
SHADOW
TRAINEE TRAINER
Watch a shift that you ran on Observe and provide feedback
GRILL Envysion with your trainer. for the trainee as they analyze
Listen to some of the nuances Envysion to come up with nuances
they suggest that could increase that can improve throughput.
throughput. Watch as your SM
offers that coaching and feedback Observe and provide feedback
CERTIFIED
to a crew member. about how the trainee delivered
TRAINER
that feedback.
TRAINER
Ask the trainee to share some VALIDATE
KITCHEN nuances that you could work TRAINER
MANAGER together to implement. Validate that the trainee
Pull up Envysion on the BOH understands the meaning of
computer and watch a segment “nuances of throughput” and can
of a shift where your trainee was provide examples.
SERVICE
MANAGER working the line. Share what you Verify that you have seen
notice and work with the trainee improvements in the restaurant’s
to come up with some nuances throughput since implementing
that their team could work on next some of the nuances of throughput
shift. Demonstrate how to give that by sharing the most recent 15
APPRENTICE
feedback to someone on the line. minute interval report.

GENERAL
MANAGER
ORIENTATION
FOH FOOD SAFETY
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE The Service Manager is responsible Rewatch the “Keeping Our Guests
for keeping our guests safe by Safe” video on Avocado Academy.
ensuring excellent food safety
Access the Cleaning and
practices and procedures in
Maintenance videos on Avocado
the front of house, including
Academy and open the “Cleaning
CASH monitoring the food on the front
and Maintenance Procedure”
line and cleaning and sanitizing the
course. Watch the following
dining room and restrooms.
videos that represent some of the
The SM is expected to set an most common FOH food safety
DIGITAL example and uphold all food safety procedures
and cleaning and maintenance
Food Equipment:
procedures.
• Soda Machine
The Service Manager may be asked
PREP to be the Food Safety Leader if • Iced Tea Dispenser and Spigot
they are scheduled to be the senior • Bent Pans
manager on duty. In that case, the
SM will be responsible for food
General Cleaning:
safety and ensuring all Critical
GRILL Control Points are monitored and • Cleaning Surfaces with Purell
corrected. • Restrooms
The Service Manager will be • Glass & Windows
responsible for keeping the line, • Floor - FOH
CERTIFIED dining room, drink station, and
TRAINER restrooms clean. PERFORM

WHY IS IT IMPORTANT? TRAINEE

Safe food is the foundation of an Repeat the main takeaways from
KITCHEN excellent guest experience. the “Keeping Our Guests Safe”
MANAGER course for your trainer. Then
The Service Manager is the final perform the following procedures:
safety checkpoint on the line
before food gets to our guests. • Cleaning Surfaces with Purell
SERVICE • Soda Machine
MANAGER Failure to set a good example
or identify and correct poor • Iced Tea Dispenser and Spigot
food safety practices sends the • Restrooms
message that those practices are
TRAINER
not important and should not be
APPRENTICE Ask the trainee to demonstrate the
followed.
procedures above. While they do,
supervise and give feedback.

GENERAL VALIDATE
MANAGER
Continued on the next page ¬
ORIENTATION FOH FOOD SAFETY

TRAINEE
Explain the main takeaways from
LINE
the “Keeping Our Guests Safe”
Course to your trainer. Then,
demonstrate again the following
procedures for your trainer. While
you do it, explain what you are
CASH doing and why it’s important.
Speak as if you are training your
trainer:

• Cleaning Surfaces with Purell

DIGITAL • Soda Machine
• Iced Tea Dispenser and Spigot
• Restrooms

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
FOH STANDARDS
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? Walk through the front of house with
LINE Listed in the Manager Pocket Guide your trainee. As your trainee reads
are all standards for the front of the standards from the Manager
house. The standards are divided Pocket Guide out loud, evaluate
by area and include dumpster those standards and whether or
area, dining room, restroom, drink not they are met. If they are not
CASH station, Tortilla, Salsa, Cash/Expo, met, demonstrate how to correct it,
and Digital. They also include whether it be cleaning, maintenance,
standards for the Service Manager providing feedback to the crew, or a
combination thereof.
These standards are not
DIGITAL negotiable. When the standards PERFORM
are not being met, the Service
TRAINEE
Manager is responsible for
At least one day later, walk through
correcting it.
the front of house standards with
PREP WHY IS IT IMPORTANT? your trainer and the Manager
Our standards keep our guests and Pocket Guide, except this time
our team safe while contributing you should switch places. Have
to an excellent guest experience. the trainer read the standards out
Allowing the front of house to loud. You can then evaluate those
GRILL operate below the standards will standards and take corrective
put our teams, our guests, and our action. The trainer can help with
business at risk. corrective actions as needed.

When we walk past something that TRAINER

CERTIFIED
is below the standard and we do Walk through the front of house
TRAINER
nothing about it, we set a newer, with your trainee and read the
lower standard. standards from the Manager
Pocket Guide out loud as your
SHADOW trainee evaluates the standards.
KITCHEN
MANAGER Double-check the standard is
TRAINEE
actually being met. If it is, check it
Walk through the front of house
off. If not, supervise the trainee as
with your trainer and the Manager
they take corrective action.
Pocket Guide. As you do, find
SERVICE the corresponding section of the
MANAGER VALIDATE
Manager Pocket Guide “Front of
House Standards” and read the TRAINEE
standards out loud. Your trainer At least one day later, complete
will evaluate if the standard is the FOH standards checklist
APPRENTICE met or not. If it is, check it off in independently.
the book. If it is not, listen to your
trainer for instructions. TRAINER
After the trainee completes the
checklist, perform a walkthrough
GENERAL
MANAGER of the FOH Standards and validate
that every standard is met.
ORIENTATION
FOH FACILITIES CHECKLIST
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINER
LINE The front-of-house facilities must Find the restaurant’s most recent
be cleaned, maintained, and PM audit. If you are unable to
in working order to provide an locate it, reach out to your Field
excellent guest experience. This Leader or Facilities Specialist.
is the responsibility of the Service Review the PM audit as a checklist
CASH Manager. with your trainee and evaluate
each FOH item on the checklist
Your Facilities Specialist (FS), a listed under the following sections:
member of the support staff who Serve Line, Digital Make Line, FOH,
works with your GM to keep your and Exterior.
DIGITAL equipment and restaurant in top
condition, conducts a quarterly After the walkthrough, go into
preventative maintenance (PM) ServiceChannel and submit work
audit that surveys the condition of orders if necessary. If not, review
your restaurant. the current status of work orders
PREP with the trainee.
ServiceChannel is the system we
use to report facilities issues and
PERFORM
request help when equipment is
not functioning properly. You can TRAINEE
GRILL find it on Avocado Academy on the Using the most recent PM audit
back-of-house computer. as a checklist, evaluate each
item in the Serve Line, Digital
WHY IS IT IMPORTANT? Make Line, FOH, and Exterior
The front of house is a high- sections with your trainer. Perform
CERTIFIED
traffic space that, from the guest any necessary preventative
TRAINER
perspective, is a representation of maintenance, make any necessary
the entire restaurant. repairs, or enter any necessary
requests into ServiceChannel.
Routine preventative maintenance
KITCHEN is easier, cheaper, and less
MANAGER disruptive than fixing or replacing
something that has broken because
of lack of care.

SERVICE If a piece of equipment isn’t

MANAGER running smoothly or breaks, it can
slow down the team and affect the
guest experience. Some equipment,
like the front line steam table
APPRENTICE or cooler, are so critical that a
malfunction might even shut down
the entire restaurant.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION FOH FACILITIES CHECKLIST CONTINUED

VALIDATE
TRAINEE
LINE Perform an audit of the FOH
Facilities making sure everything is
passing. If it isn’t, repair it or enter a
ServiceChannel request for it. Then,
with your trainer, walk through
CASH the Serve Line, Digital Make Line,
FOH, and Exterior sections of the
checklist. As you go, explain each
item on the checklist and why it’s
important. The trainee should speak
DIGITAL as if they are training the trainer. At
each point on the checklist, show
that it meets our standard. If it does
not, show that you have entered
a request into ServiceChannel to
PREP
address the issue.

TRAINER
GRILL Walk through the PM audit with
your trainee and inspect every item
that pertains to the FOH. Validate
only if every item on the checklist
passes or if the item has a work
CERTIFIED
TRAINER
order entered into ServiceChannel
for repair.

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
MANAGER COMPS
INTRODUCE
WHAT DO YOU NEED TO KNOW? A borrowed manager can get a new
LINE Comp is short for complimentary, card assigned to them so that they
which means free of charge. The have access to manager functions
manager comp is a special tool including manager comps.
managers can use to remove the
cost of an item so our guest does When you give a manager comp to
CASH not have to pay for it. guests, you must always tell them
why you are giving them something
The manager comp can be applied for free. If you don’t, guests may be
to an entire order, an entrée, a side, confused or expect something for
or an add-on like guac or queso free every time they visit.
DIGITAL blanco.
Manager comps can be used to fix
You can use a manager comp a bad experience. For example, if a
to reward a regular guest, wow guest has to wait for you to make
someone who has never been to more guac, you may choose to give
PREP Chipotle before, or encourage them guacamole for free once it is
someone to try our queso blanco or ready.
guac, for example. Manager comps
cannot be used on Chipotle team You can track your manager comp
members. usage by printing out your Sales –
GRILL Comps By Type report. This report
Your restaurant has a daily budget is found on Avocado Academy.
of $15 per day ($20 per day for When you select this report, you
Canadian restaurants) to use for can see the manager comps from
manager comps. Using a manager the past week by selecting a start
CERTIFIED comp to buy a person chips or guac date and then setting “days back”
TRAINER allows you to surprise and delight to 6. Where it asks “Dollar or
more guests. Using a manger comp Count” select dollar. Then select
to buy an entire meal reduces the “View Report” and “Other.” The
total number of guests you can “Manager Comp” column will show
KITCHEN impact.
MANAGER the dollar value of the food you
Manager comps appears on the have given away to surprise and
comps/promos screen of the POS as delight your guests.
“MGR Comp.”
SERVICE WHY IS IT IMPORTANT?
MANAGER A manager comp requires a The manager comp can create
manager to swipe their card to an excellent guest experience
approve. All managers and above by greatly improving the guest’s
in the restaurant, plus your Field feeling about the restaurant.
Leader, can approve a manager
APPRENTICE
comp. Cashiers can select the
manager comp, however, it will
not be applied to a check until the
manager approved it by using their The manager comp can surprise
GENERAL swipe card.
MANAGER
Continued on the next page ¬
ORIENTATION MANAGER COMPS CONTINUED

and delight creating a memorable TRAINER

experience that can turn a first- Observe the trainee and provide
LINE
time guest into a loyal lifelong them with feedback about their
Chipotle fan. use of manager comps and their
interactions with the guest.
SHADOW
TRAINER VALIDATE
CASH Demonstrate how to surprise and TRAINEE
delight a guest using a manager Explain what a manager comp is
comp. Check a guest out at the and why we use it.
register and offer to add chips and
Describe three situations where
guac to their meal free of charge.
DIGITAL it would be a good idea to use a
Explain to the guest that you are
manager comp.
offering free drinks because you
appreciate their business and you’d Explain three situations where
like them to come back. Do not you practiced offering a manager
PREP say it is “because you are training comp and describe the impact it
someone.” had on the guest and their overall
experience.
PERFORM
TRAINER
TRAINEE
GRILL Observe and confirm trainee’s
Perform a manager comp to
knowledge and use of manager
surprise multiple guests, making
comps by asking them to explain
sure you take the time to explain
what a manager comp is, to
why you are doing it. Do not say
describe three situations where
CERTIFIED “because I am training.” Practice
TRAINER it is a good idea to use it, and to
saying things like, “because I felt
explain three situations where they
like brightening your day,” or
practiced it on guests.
“because I appreciate you coming
in here,” or “because you’ve never
KITCHEN ordered our chips and I thought
MANAGER you might want try them for free. I
know they’re so good, I’ll bet you’ll
gladly pay for them next time.”

SERVICE Without your trainer, continue

MANAGER to offer manager comps to your
regular guests and/or new guests
and build your confidence using
the special tool.
APPRENTICE

GENERAL
MANAGER
ORIENTATION
CATERING
INTRODUCE SHADOW
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE Catering Orders are group orders Watch the Catering Course.
for up to 200 people and come
in three types: Build Your Own, PERFORM
Burritos By the Box, and Chips
TRAINEE
Spread.
Log on to Catering Order Manager
CASH
Catering orders have to be placed and look at your upcoming catering
at least 24 hours in advance. orders. Select an upcoming order
for a day and time when you
All catering orders can be and your trainer will be at the
placed online, over the phone restaurant and plan to take the
DIGITAL
at 1-800-CHIPOTLE, or directly lead in putting that order together.
through the restaurant (in person On the day that order is due, use
or on the phone). We offer delivery the order sheet and work with the
for an extra charge and we can team and your trainer to assemble
PREP take payment in advance but only the entire order accurately and on
if the order is placed online or at time.
1-800-CHIPOTLE.
TRAINER
Orders placed through our call
After your trainee has selected
center or online are entered into
GRILL a catering order to take the lead
an online system called Catering
on, work with them the day of the
Order Manager (COM) that stores
order to put the order together
and organizes all information about
accurately and on time. Allow them
all upcoming orders.
CERTIFIED to take the lead and support them,
TRAINER COM should be checked three but do not let them fail. Step in and
times every day: At open by the take over if it looks like the order
opening manager, at shift change will not be completed accurately
by the opening manager, and at and on time.
KITCHEN close by the closing manager.
MANAGER
Accurate and timely assembly
of the Catering Order is the
responsibility of the Manager on
SERVICE Duty.
MANAGER
WHY IS IT IMPORTANT?
Catering orders appeal to a special
type of guest who wants to share
Chipotle with an entire group.
APPRENTICE
Catering orders are efficient. They
generate high sales with lower
costs than orders on the front line
and have the potential to reach a
GENERAL
MANAGER large number of people.
Continued on the next page ¬
ORIENTATION CATERING CONTINUED

VALIDATE
TRAINEE
LINE Log onto Catering Order Manager
and select an upcoming order for
a day and time when you and your
trainer will be at the restaurant.
Lead the catering order from start
CASH to finish, including reviewing the
order with the guest and taking
it out to their car if possible. The
catering order must be completed
accurately and on time for
DIGITAL validation.

TRAINER
Supervise the trainee as they put a
catering order together, but do not
PREP
get involved unless it is absolutely
necessary. Validate the trainee
if they are able to put the order
together accurately and on time.
GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
OWNER’S PATH
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? Conducting the owner’s path helps
LINE The owner’s path is a systematic ensure we are delivering a safe
and thorough walkthrough of the food environment and excellent
entire restaurant including the guest experience.
following areas in the following The habit of conducting an owner’s
order: path sharpens your power of
CASH observation and helps focus your
• Outside
attention to details that are often
• Dining Room overlooked.
• Drink Station
DIGITAL • Restrooms SHADOW
• Front Line TRAINEE
• Digital Make Line Walk the Owner’s Path with your
trainer and take notes of details
• Grill and Prep in the restaurant that need to be
PREP • Dish Area addressed.
• Back of House Address those issues brought up
• Walk-In in the Owner’s Path by fixing the
• Rear Door/Trash issue yourself, sharing feedback
GRILL with the team, delegating tasks,
• Manager’s Office
and/or entering a request into
• ServiceChannel.
When conducting an owner’s path,
the restaurant manager or field TRAINER
CERTIFIED
TRAINER leader makes critical observations Walk the Owner’s Path with your
about the state of the restaurant trainee. While your trainee takes
and improvements that can notes, call out the things that you
be made to improve the guest observe while walking the path.
KITCHEN experience. Keep your trainee engaged by
MANAGER asking them what they notice.
During restaurant visits with
your leadership (Field Leader, Work with your trainee to address
Team Director, Regional Vice those issues brought up in the
President and/or Vice President Owner’s Path by asking them to
SERVICE
MANAGER of Operations), use the owner’s fix the issue themself, sharing
path notepad to take notes. Once feedback with the team, delegating
complete, ensure all notes are tasks, and/or entering a request
addressed and then add your into ServiceChannel.
signature and completion date on
APPRENTICE
the back. Tape the completed page
to the corresponding day’s page in
Dear Diary.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION OWNER’S PATH CONTINUED

PERFORM

TRAINEE
LINE
At least one day later, and after
addressing issues on the previous
Owner’s Path, take your trainer
on the Owner’s Path. Call out the
CASH things you notice.

TRAINER
Follow your trainee on the Owner’s
Path. If there’s anything you notice
DIGITAL that they overlook, hint at the issue
to see if they will use their powers
of observation to notice the same
thing you notice. If they cannot
determine what the issue is, remind
PREP them of the standard.

VALIDATE
TRAINEE
GRILL At least one day later, conduct an
Owner’s Path with your trainer.
Teach them about the Owner’s
Path as if it were the first time they
had done it. It should feel like you
CERTIFIED are training the trainer.
TRAINER
TRAINER
Follow your trainee on the Owner’s
Path. Take note if there is anything
KITCHEN
that you notice that they overlook,
MANAGER
then share it with them at the end.

During the Owner’s Path, validate

that they can answer the following
SERVICE questions:
MANAGER
• What is the Owner’s Path?
• Why is it called the Owner’s Path?
• Why is the Owner’s Path
APPRENTICE important?

GENERAL
MANAGER
ORIENTATION
LEADING THE SHIFT
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE When you lead the shift, you want to create an excellent experience for each
guest. In order to do that, you must be able to answer “yes” to the following
three questions:

1. Do I have accurate sales projections?

CASH
2. Do I have the right amount of food?
3. Do I have the right number of people?

Sales projections—predictions for the total revenue you will generate based
DIGITAL
on historical trends, weather, and local events—are the single factor that
determines how much food you need and how many people you need to run a
great shift.

So when you are evaluating your sales projections, take time to make sure that
PREP they are thoughtful by doing the following:

• Consider the weather, school schedule, or local events that will impact
restaurant business.
GRILL
• Check Aloha Takeout, Catering Order Manager, and Dear Diary for large
orders that will affect your projections for the day.

Find your projected sales on the prep sheet and on the schedule. Check
CERTIFIED that the projected sales on the prep sheet match the projected sales on the
TRAINER
schedule.

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION LEADING THE SHIFT CONTINUED

LINE

CASH

DIGITAL

PREP

After you check your sales projections, making any necessary adjustments to
GRILL
the prep sheet and schedule, ask yourself if you will have enough food and if
you will have enough labor to provide an excellent guest experience.

Having the right amount of food:

CERTIFIED • Check with the Kitchen Manager to make sure the team is prepping
TRAINER enough food for the shift.
• If you do not have enough food in the restaurant, call your GM or Field
Leader or call the closest restaurant for help.
KITCHEN • If your sales projections are accurate and you are still prepping too much
MANAGER or not enough food, tell your AP or GM and figure out why..

Having the right number of people:

SERVICE • The schedule can tell you how many people you have scheduled
MANAGER compared to how many people are recommended. At the bottom of
the schedule Peak Lunch or Peak Dinner (sch/rec) means scheduled /
recommended. In the previous schedule, you’ll see 7/8 highlighted in
orange, which means this restaurant is understaffed for the shift.
APPRENTICE • If you don’t have enough people scheduled, try to call someone in to help.
If you can’t find someone, call your Field Leader and ask for assistance.
They may be able to find someone from another restaurant to help.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION LEADING THE SHIFT CONTINUED
ADJUSTING LABOR BASED ON CHANGING SALES PROJECTIONS:
A good guideline to follow is every $100 in sales equals one hour of labor. Here
are some examples that show you how to use this:
LINE
• If you projected your sales to be $4,000, and you had a last minute
catering order for $500, your new sales projection would be $4,500.
That equals five hours of labor for the day, which means you could call in
someone to work for five hours to help out.
CASH

• If you projected your sales to be $4,000 and, as the day continues, you
notice it is slow, your new sales projection could be $3,500. That equals
five hours of labor for the day, which means you would want to ask some
DIGITAL people to go home early so you could save on labor.

1. Functions Screen 2. Manager Functions

PREP

GRILL

CERTIFIED
TRAINER 3. Functions Screen 4. Chipotle Report

KITCHEN
MANAGER

SERVICE
MANAGER
5. Gross Sales
Your gross sales will give you
an idea of how your sales are
trending for the day. Compare
APPRENTICE
them to your sales forecast.
Remember that your gross
sales include the cost of food
that you have given away as
GENERAL part of a promotion.
MANAGER
Continued on the next page ¬
ORIENTATION LEADING THE SHIFT CONTINUED

At the end of each peak, compare the sales and transactions for the peak
compared to your sales projections and throughput goals. Do this by checking
LINE
the sales report in Aloha. Here’s how:

WHY IS IT IMPORTANT?
Accurate sales projections and having the right amount of food and labor are the
foundation to having an excellent guest experience and setting up your team for
CASH a successful shift.

If your sales projection is high, you’ll have leftover food on the line and in the
walk-in and extra crew members standing around with little to do, costing the
business money.
DIGITAL If your sales projection is low, you’ll run out of food, slow down throughput,
overwork your crew, and have a dirty restaurant with a poor guest experience.

SHADOW
PREP TRAINEE
Before your shift begins, spend time with your trainer as they answer each of
these questions to prepare to lead the shift.

After the shift, make any labor adjustments necessary and then observe your
trainer as they complete one column of the Weekly Shift Leadership Evaluation 1.
GRILL

TRAINER
Before the shift, walk your trainee through the thought process of 1) making sure
you have accurate sales projections, 2) checking to see you will have enough
CERTIFIED food for the shift, and 3) checking to make sure you’ll have enough people for
TRAINER the shift. Narrate your steps and explain out loud what you are thinking so your
trainee has a clear understanding of how you are preparing to lead the shift.

After the shift, show your trainee how to access the sales report in Aloha and
KITCHEN guide them to the gross sales for the day. Compare the gross sales to your
MANAGER projected sales. If necessary, decide if you will need to send anyone home early
and/or call anyone in early for the next shift. If so, demonstrate that for your
trainee. Finally, show them how to complete one column of the weekly shift
leadership evaluation. Then, set the expectation that they will do this after every
SERVICE shift until the end of their training.
MANAGER
PERFORM
TRAINEE
Partner with your trainer before the shift. Ask yourself the following three
APPRENTICE
questions: Do I have accurate sales projections? Do I have the right amount
of food? Do I have the right amount of labor? Check the prep sheet and the
schedule to be sure.

After the shift, determine if you will need to adjust your labor after peak
GENERAL
MANAGER by sending someone home early or asking someone to come in early. If so,
Continued on the next page ¬
ORIENTATION LEADING THE SHIFT CONTINUED
demonstrate that for your trainer. Then, complete one column of the weekly shift
leadership evaluation and review it with your trainer. If you have completed one
or more weeks of the leadership evaluation, review the trends with your trainer
LINE
and go over goals.

TRAINER
Support your trainee as they prepare to lead the shift by evaluating sales
projections, food, and labor. After the shift, review their weekly shift leadership
CASH
evaluations. If they have completed one or more weeks, take time to review
trends with them and help them set goals for the weeks ahead.

VALIDATE
DIGITAL TRAINEE
With your trainer, explain how you prepare for a shift by asking yourself three
questions: Do I have accurate sales projections? Do I have the right amount of
food? Do I have the right number of people? It should feel like you are training
the trainer.
PREP
After the shift, demonstrate how you adjust labor by comparing sales to your
sales projections. If you need to adjust labor by sending someone home early
or by calling someone in early on the next shift, explain why and demonstrate
it. Show the trainer how you complete a column of the weekly shift leadership
GRILL evaluation. Explain what it is you are doing and why it is important. If
necessary, make the decision to send people home or call someone in early for
the next shift.

Be prepared to show completed weekly shift evaluations for every shift you
CERTIFIED
TRAINER completed after your trainer demonstrated how to complete it. Speak to your
trainer about the feedback you have received and the progress you’ve made.

TRAINER
KITCHEN
Ensure your trainee knows what it means to lead the shift, to check sales
MANAGER projections, food, and labor for the shift, and to adjust after the peak. Make
sure they understand the consequences of having sales projections that are
too high or far lower than your actual sales. Make sure they can explain why it
is important to manage labor.
SERVICE
Ensure that the trainee can navigate to the Summary Report on Aloha,
MANAGER
interpret the numbers, and compare them to sales projections to determine
whether or not they should send someone home or call in someone for the
next shift early.

APPRENTICE Check that they have been completing their weekly shift leadership
evaluations, reflecting on their progress and setting goals.

GENERAL
MANAGER
ORIENTATION
UNDERSTANDING SALES
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE Net sales are the total money coming into your business for everything guests
pay for, whether it’s on the front line, digital make line, or a catering order. The
better the experience and the more consistently it is delivered, the more guests
will want to come to your restaurant to spend money, and the higher your sales
will be.
CASH
A good place to start is the Sales – History report. It tells you more than your
sales volume. It tells you your average daily sales, your average check, how you
are growing sales over time, and more.

Here is an example report:

DIGITAL

A
PREP
B
C
D
E
GRILL
F
G
H
CERTIFIED
TRAINER a. Net Sales: Your net sales for the year
b. Days of Op: The number of days you were open during the month or year
c. ADS: Your average daily sales

KITCHEN d. Avg Daily TC: Your average daily transaction count

MANAGER e. Avg Check: The average dollar amount a guest spends for one transaction
f. Comp %: How much higher or lower your sales are compared to last year
g. Lunch %: The percentage of sales that comes from lunch time
SERVICE h. Daily Cust. Comp$: The average money spent on comps and promos
MANAGER i. : Expand the year to show each month

WHY IS IT IMPORTANT?
APPRENTICE Sales are an indication of your restaurant’s ability to deliver an excellent guest
experience.

When you understand your sales, you know how you’re doing and where you
can improve.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION UNDERSTANDING SALES CONTINUED

SHADOW recommendation on what you will

TRAINEE focus on. Then, ask for feedback
LINE Watch your trainer demonstrate how from the team.
to find the Sales – History report.
TRAINER
Review a Sales – History report with
Support your trainee by preparing
your trainer and look at trends in
them to speak at the next manager
your restaurant.
CASH meeting about sales. If necessary,
TRAINER have them practice what they will
With your trainee, access the Sales - say with you before the meeting and
History report by going to Avocado prepare the rest of your manager
Academy. team by explaining what your
DIGITAL Before you print out a copy, expand trainee would like to bring up in the
the current year and the previous next meeting.
year so you can see at least 12
months of data. VALIDATE
TRAINEE
PREP Point out to your trainee three
Incorporating feedback from your
trends that you notice about your
manager team presentation, present
restaurant’s sales. To do this,
the current state of sales back
select three sales measurements
to your trainer using the Sales –
and determine whether they are
GRILL History report. Identify trends, what
increasing, decreasing, or staying
they mean, and what your team
the same over a period of time.
can do to improve or change them.
For example, after looking at the
Explain any relevant figures to your
example above, you might say, “Our
trainer. It should feel like you are
CERTIFIED average transaction count is up by
training the trainer.
TRAINER over 60 transactions per day from
2011.” Discuss what next steps you think
you can take to improve the guest
Then, recommend what you can
experience and build sales.
focus on to improve or change the
KITCHEN
MANAGER trends you notice. For example, you
TRAINER
might say, “We’ve made solid gains
Have your trainee present the Sales
in throughput, so we are going to
– History report back to you. They
continue to focus on it because it
should highlight trends and explain
SERVICE seems to be helping us grow our
what they mean. They should also
MANAGER sales.”
explain what your team can do to
improve or change them.
PERFORM
Validate your trainee’s knowledge
TRAINEE
APPRENTICE by asking what certain figures in the
At your next manager meeting,
chart mean. For example, ask “what
present your sales information with
does ADS stand for?” or “what does
your KM, SM, AP, and GM/R. Explain
Avg Check stand for?”
at least three trends you are noticing
GENERAL with respect to sales and make a Ask for a plan to improve the guest
MANAGER experience and build sales.
ORIENTATION
IN-RESTAURANT COMMUNICATION
INTRODUCE in the week ahead.
WHAT DO YOU NEED TO KNOW? • Restaurant Weekly and ChipTalk
LINE Note: At the beginning of every
Getting Information
week you will receive an email
When you are a manager, you have
with important information you
lots of access to information. These
need to know. It includes specific
are some of the places you get
action steps regarding many of
your information:
CASH the updates or changes you can
• Email: Lots of important expect to see in the week ahead.
information is communicated The Restaurant Weekly contains
through email. Manage your a ChipTalk Note that is designed
email properly and you won’t to help you communicate
DIGITAL important information to your
miss a thing:
team before the shift.
» Prioritize messages from
• Dear Diary: Some of the most
Communications.
important news will come from
PREP your fellow managers from notes
» Mark emails “unread” or flag they leave for you in Dear Diary.
for other managers to read Make a habit of reading Dear
and establish with your team Diary from any of the previous
that the closing shifts.
GRILL manager will mark all emails
read or read all flagged emails. Sharing Information
• Once you get information,
» Create folders that organize you may have to share it with
your messages by the members of the team. Having
CERTIFIED
TRAINER manager that needs to read established communication
them. systems are a great way to keep
information flowing. Here are
some examples:
» Record important emails by
KITCHEN • TIP TOP: A communication
subject name in Dear Diary so
MANAGER procedure that stands for Talking
you can easily search them in
Outlook as needed. Into Position and Talking Out of
Position. It’s when the manager
on duty greets the crew member
SERVICE » Review your Proofpoint End and outlines expectations for the
MANAGER User Digest. Release and day or follows up with the crew
allow any business pertinent member at the end of the shift.
emails, block any non-business
• Pre-shift meeting: Also referred
pertinent or emails from
unrecognized sources. to as a ChipTalk, a pre-shift
APPRENTICE meeting is an efficient way to
share information with your
• ChipLinks: The homepage on team. Pre-shift meetings are
your BOH computer opens with a not always possible depending
short weekly video that lets you on the shift, and when they’re
GENERAL
MANAGER know the most important things
Continued on the next page ¬
ORIENTATION IN-RESTAURANT COMMUNICATION CONTINUED

not, TIP TOP can be a sufficient and connected with the business
replacement. To lead a pre-shift and will keep them aligned with
LINE
meeting, use the ChipTalk Notes company-wide and restaurant-
as a guide. It will remind you specific goals.
to discuss throughput goals,
Sharing information with managers
company news, and events or
helps all managers work together.
promotions that will impact the
Uninformed managers may
CASH shift.
work against each other without
• Manager meeting: This is a knowing it. Communication can
chance for you to discuss also help identify trends as you
important topics, people compare experiences with other
development, trends, and the managers working different shifts.
DIGITAL overall state of your restaurant.
You should come to these
SHADOW
meetings prepared to share
successes and discuss anything TRAINER
you are concerned about. This Show your trainee how to
PREP access and use the following
is also a great time to set goals
together. communication tools:
• • Email: located on BOH computer.
Dear Diary: This is not only a Show any special folders you use
GRILL great place to get information, to organize incoming emails and
but also a great place to share how to flag emails that require
information too. Make sure to follow-up. If you do not have any
write at least a note or two special folders, consider creating
about every shift you lead and a new folder just for ChipTalk
CERTIFIED
TRAINER encourage your other managers Notes, for example.
to do the same. When you come • ChipLinks Video: located on
in for your shift, check Dear Diary ChipLinks homepage on the BOH
to stay informed of recent news. computer
KITCHEN • Back of house information
MANAGER
• Restaurant Weekly, including
board: Print and post schedules, the ChipTalk Note: located in
important messages, and your email inbox. Sent at the
upcoming events where everyone beginning of each week
on your team can see them.
SERVICE Sometimes this includes a • Dear Diary: stored in the office
MANAGER and designed for note-taking
calendar of events or printouts
of important emails. Keep it up to every shift of every day
date so your team makes a habit
of checking for new information.
APPRENTICE
WHY IS IT IMPORTANT?
Sharing information with your
crew will help them stay involved

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION IN-RESTAURANT COMMUNICATION CONTINUED

PERFORM TRAINER
TRAINEE Confirm that your trainee knows
LINE In the upcoming week: how to give a great pre-shift
meeting using the ChipTalk Note.
• Watch the ChipLinks Video and Ask how they generate throughput
communicate information in the goals and communicate with the
video to your team. team. Then observe the pre-shift
CASH • Check email when you clock in meeting.
for your shift. Flag, organize, or
Have your trainee explain other
print out emails as necessary
systems of communication in the
• Read the Restaurant Weekly restaurant and how to use them.
including the ChipTalk Note.
DIGITAL
Communicate important
information from the Restaurant
Weekly to your manager team
during a manager meeting and to
PREP your crew during TIP TOP.

TRAINER
Check in on your trainee to make
sure they are accessing and
using communication tools in the
GRILL
restaurant. Encourage them to
share that information with their
team as necessary

CERTIFIED VALIDATE
TRAINER
TRAINEE
Explain to your trainer how to give
a great pre-shift meeting using
KITCHEN the ChipTalk Note. Describe how
MANAGER to come up with throughput goals
and how you communicate them
with the team. Then, give a pre-
shift meeting and have your trainer
SERVICE observe.
MANAGER
Explain the other restaurant
systems of communication specific
to your restaurant and how to use
them including Dear Diary, email,
APPRENTICE
and Manager Meetings. It should
feel like you are training the trainer.

GENERAL
MANAGER
ORIENTATION
DEAR DIARY
INTRODUCE The list of ordering supplies at the
WHAT DO YOU NEED TO KNOW? beginning of each month keeps
LINE Dear Diary is a tool used by you disciplined about ordering
managers to communicate from materials. By ordering once a
shift to shift. The book should be month, you reduce shipping costs.
used to record information about By collaborating on a shopping
anything important or impactful list, you ensure orders aren’t
CASH that happened. duplicated.

As a manager, you should write at It’s a good mental exercise. The

least one or two notes about every act of writing a summary helps
shift that you lead and encourage you process the events of the day
your fellow managers to do the and commit important things to
DIGITAL
same. memory.

The margins of the diary contain SHADOW

helpful reminders. It also includes
TRAINER
PREP places for you to keep track of
Show your trainee where Dear
important contacts like vendors,
Diary is kept in the office. Review
supplies you need to order, and
some previous notes with the
upcoming events.
trainee so they can get a sense
You will receive a new Dear Diary for how the team uses the Diary
GRILL
before the start of every quarter. to communicate. If there are very
Always hold onto your old Dear few notes or the Dear Diary is not
Diary for at least 90 days so used, promise the trainee that the
you can refer to notes from the two of you will start using it and
CERTIFIED previous quarter. encouraging the other managers to
TRAINER use it as well.
At the end of the Dear Diary, there
is space to write notes that affect Show the trainee where to find the
the upcoming quarter. When you vendors list at the front, where to
KITCHEN receive a new book at the start of find the “items to order” lists at
MANAGER the quarter, these notes should be the beginning of each month, and
transferred. where to find cash handling notes
at the end.
WHY IS IT IMPORTANT?
SERVICE This helps all managers stay aware At the end of the shift, make some
MANAGER of important topics impacting your notes in the Dear Diary together
restaurant. that summarize important things
that happened during the shift.
It’s a simple way to keep a written
record of things you might quickly Set the expectation that from now
APPRENTICE on, the trainee will be asked to
forget if you do not write them
down while it’s fresh in your check Dear Diary at the beginning
memory. of the shift and to contribute a few
notes to it at the end of the shift.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION DEAR DIARY CONTINUED

PERFORM
TRAINEE
LINE Check Dear Diary in the morning
and contribute notes to Dear Diary
at the end of the shift.

TRAINER
CASH Remind the trainee periodically to
check Dear Diary and to contribute
notes at the end of the shift. Check
some of the trainees notes and
give feedback.
DIGITAL
VALIDATE
TRAINEE
Explain what Dear Diary is at why
PREP it’s important to your trainer. It
should feel like you are training the
trainer.

Show your trainer that you have

GRILL been taking notes in Dear Diary
consistently.

TRAINER
Check the notes your trainee has
CERTIFIED made in Dear Diary for quality and
TRAINER consistency.

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
HONEST CONVERSATIONS
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? Clear and direct conversations
LINE In order to fulfill your role as a avoid miscommunication. They
Service Manager, you will need the improve clarity around the issue
support of your crew, and when and the standards for the team.
your crew is having a negative Sometimes this is a uncomfortable,
impact on results you are trying but it’s better than dealing with
CASH to create, the best thing you can the problem again and again. Also,
do is be honest with them. This with practice, honest conversations
is what we call having an honest become easier.
conversation. Uncovering the reason the issue
There are many reasons you exists helps you understand
DIGITAL
may need to have an honest what you can do as a manager to
conversation with a member on help prevent the situation from
your team, such as someone: happening again. It often leads
you to resolve underlying issues
PREP • Serving poorly cooked food that, when corrected, are more
• Not completing tasks/prep on sustainable and have a bigger
time or correctly impact.
• Displaying poor ownership of Paying attention to your nonverbal
equipment communication is important. The
GRILL
• Lacking energy or enthusiasm tone of your voice and your body
language are just as important, if
• Walking by problems and doing
not more so, than what you are
nothing to fix them
saying. For example, if you raise
CERTIFIED • Washing dishes improperly your voice in anger and clench your
TRAINER teeth or fists, you’ll likely scare the
• Leaving dishes in the dish sink
person you’re talking to, and they’ll
be defensive. They may not listen
When you have an honest
to what you’re saying. If instead
KITCHEN conversation, bring the issue to the
you use a calm but firm tone of
MANAGER attention of your coworker clearly
voice with open and supportive
and directly. It is also important
body language, the person you are
uncover the reason the issue
speaking to will be more receptive
exists.
to your feedback.
SERVICE
MANAGER Be mindful of your nonverbal
Having an honest conversation
communication, body language,
that comes from the heart and is
and tone of voice.
delivered in a caring and respectful
Do not just tell them what way can never be a bad thing. It will
APPRENTICE corrective action to take. Take help you become a better leader
time to explain why the corrective and help your people become future
action is so important. leaders. Leaders resolve problems
through honesty, care, respect, and
always being a part of the solution.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION HONEST CONVERSATIONS CONTINUED

SHADOW PERFORM
TRAINEE TRAINEE
LINE Read the following scenario to your After you hear your trainer read
trainer and listen as your trainer a scenario to you, explain how
explains what they would do. you would respond. Then practice
initiating the honest conversation
~~ with a simulation. Your trainer will
CASH A crew member, Max, has been pretend to be Pete and you will
working with you for the past few approach Pete and start an honest
months. They are normally happy conversation.
and hardworking and you could Following this simulation, you’ll
see them as a future leader in the
DIGITAL be asked to have an honest
restaurant. One day they come conversation with a member of the
in late for their shift and have a team as your trainer sits in and
horrible attitude. Max gets into listens.
an argument with a guest while
PREP working Cash. The guest storms TRAINER
out. What should you do? Read the following scenario to your
~~ trainee and listen as your trainee
explains what they would do. Then
After your trainer responds, they provide feedback.
GRILL will simulate the beginning of the
conversation with you. You will ~~
pretend to be Max, and your trainer Pete, a new crew member, is
will start an honest conversation cutting jalapeños and you notice
CERTIFIED with you. This should take one that their cut sizes are too big.
TRAINER minute or less. You show them a cut chart, explain
our high standards, and their cut
TRAINER sizes improve for a couple weeks.
After listening to the scenario, Then you start to notice that their
KITCHEN explain what you would do. cut sizes are again too big. Do you
MANAGER need to speak with Pete about
Then simulate how you would bring
up the issue and start an honest their performance? What should
conversation. This should take you say?
about one minute or less. The point
SERVICE ~~
MANAGER is demonstrate how to initiate an
honest conversation. After providing feedback, ask your
trainee to play the part of Pete’s
manager while you pretend you are
Pete. Ask your trainee to initiate an
APPRENTICE
honest conversation with you. Then
provide feedback to your trainee.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION HONEST CONVERSATIONS CONTINUED

After this simulation, ask your

trainee to name someone on
LINE
the crew that could benefit from
an honest conversation. If your
trainee feels comfortable, have
your trainee have an honest
conversation with that person
CASH while you sit in and observe. If your
trainee does not feel comfortable,
rehearse and practice simulations
until they do. Then supervise the
conversation and after it is over,
DIGITAL provide feedback to the trainee.
And ask them to have at least one
more honest conversation with
someone before validation.

PREP
VALIDATE
TRAINEE
Explain what an honest
conversation is and why it’s
GRILL important. Offer tips to help
make honest conversations more
effective. Share the latest honest
conversation you have had on your
own and how you think it went.
CERTIFIED
TRAINER
TRAINER
Validate that the trainee knows
what honest conversations are and
why they are important. Confirm
KITCHEN
MANAGER that the trainee has had at least
one honest conversation with a
member of the team. If necessary,
ask the team member how the
SERVICE conversation went.
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CASH HANDLING
INTRODUCE TRAINER
WHAT DO YOU NEED TO KNOW? Point out the location of the Crash
LINE When you are the senior manager Kit to your trainee.
on duty, you will be responsible for After your trainee has read Section
overseeing cash handling policies 6 of the Cash Handling Policies
and procedures and Responsibilities, perform the
You are required to read, following procedures. As you do
CASH it, explain what you are doing and
understand, know, and comply with
Chipotle’s Cash Handling Policies why it is important.
& Responsibilities when handling • Completing a deposit
cash for Chipotle. Failure to do so
• Reconcile daily cash (DCR)
DIGITAL may result in disciplinary action, up
to and including termination. • Verify a cashier’s closing count
• Buy change from the safe
Cash Handling Policies &
Responsibilities can be found on
PERFORM
PREP Avocado Academy. Section 6 has
responsibilities and procedures TRAINEE
specific to managers. With your trainer’s supervision,
complete the procedures listed
WHY IS IT IMPORTANT? below.
GRILL As a Service Manager, you will
• Complete a deposit
often be the senior manager
on duty when you close the • Reconcile daily cash (DCR)
restaurant, and you’ll be • Verify a cashier’s closing count
responsible for the daily cash • Buy change from the safe
CERTIFIED
reconciliation
TRAINER
TRAINER
All of the money in your restaurant Observe your trainee complete
is Chipotle’s money. As a manager, management responsibilities
you set the standard for handling for cash. Use the Cash Handling
KITCHEN this money.
MANAGER Policies and Responsibilities
guide to verify procedures are
SHADOW being done correctly. As needed,
TRAINEE answer any questions and provide
SERVICE Find your restaurant’s Cash feedback.
MANAGER Handling Policies & Responsibilities,
located on Avocado Academy.

Read Section 6: Management

Responsibilities.
APPRENTICE
Then, observe your trainer as they
perform the main cash handling
responsibilities.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CASH HANDLING CONTINUED

VALIDATE
TRAINEE
LINE With your trainer, complete the
procedures listed below. As you
complete them, explain what you
are doing and why. It should feel
like you are training the trainer
CASH
• Complete a deposit
• Reconcile daily cash (DCR)
• Verify a cashier’s closing count
DIGITAL • Buy change from the safe

TRAINER
Verify that your trainee has
an understanding of their cash
PREP handling responsibilities.

Ask your trainee under what

circumstances they would need the
Crash Kit.

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
ORDERING CHANGE
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE Every week you need to:

• Go online to place an order for change. This includes pennies, nickels,

dimes, quarters, $1 and $5 bills.
• Prepare a separate deposit bag with your bank deposit ticket for the
CASH amount of your change order.
• Give the armored carrier your deposit bag when they arrive with your
change order, only once that order has been confirmed.

HOW TO PLACE YOUR CHANGE ORDER

DIGITAL 1. On the BOH computer, go to Chip Links > Business and click on the “Q&A
Payment Solutions Change Orders” button.
2. Enter your restaurant’s username and
password, then click “Log On” Note: If
PREP you lose or forget your username or
password, email cac.acctg@chipotle.
com.

GRILL

CERTIFIED
3. Click “Place a Coin Order”.
TRAINER

KITCHEN
MANAGER
4. Click “Place an Order”.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION ORDERING CHANGE CONTINUED

5. Your restaurant’s
standard order
quantities and next
LINE
scheduled delivery
date will appear. If no
changes are needed,
click “Submit” and
skip to step 7.
CASH

6. If you need to
DIGITAL request changes to
your next order, enter
the number under
“Value Required,”
click “Calculate” then
PREP click “Submit”. Note:
To request changes
to your standard
order quantities,
email cac.acctg@
GRILL chipotle.com. If
anything is incorrect, go to step 10.

CERTIFIED 7. Click “Print Confirmation of Your Order”.

TRAINER

8. Click “Print Report.” Sign and keep the order

confirmation printout in your Daily Cash
KITCHEN Reconciliation.
MANAGER

9. Click “Log Out”.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION ORDERING CHANGE CONTINUED

10. If anything is
incorrect, go back to
the main menu and
LINE
click “Edit/Delete
Pending Orders”.

CASH

11. Enter in the expected

delivery date for the
DIGITAL change order that
you are trying to edit/
delete.

PREP

12. Click “edit” or

“Delete”. Then return
to step 5 to continue.
GRILL Note: Please be
aware if you edit a
change order you will
be unable to print the
confirmation.
CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION ORDERING CHANGE CONTINUED

HOW TO PREPARE FOR RECEIVING YOUR CHANGE ORDER

1. Prepare a separate deposit bag with your bank deposit ticket for the
LINE amount of your change order. Keep this in your backoffice safe until
your scheduled change delivery date. List this change order payment as
a separate line item in your armored log book. SMARTSAFE LOCATIONS
ONLY: Please feed the change order deposit into your safe.

HOW TO RECEIVE YOUR CHANGE ORDER

CASH
1. Give the deposit bag to armored carrier when they deliver your change
order. Please make sure that the driver signs for all bags picked up.
2. Once your armored pickup is complete, count the change to verify that
you have received the correct order quantities by comparing delivered
DIGITAL amounts to your order confirmation printout.

HELPFUL REMINDERS
• Do not order change from your local bank.
• Do not personally transport cash or change to or from the bank.
PREP
• Do not reject the change order from your armored carrier.
• Payments must be made on the same day you receive your change order
• Know your delivery and order cut-off date(s).

GRILL • Know your log-in credentials.

• If you have any questions, please reach out to cac.acctg@chipotle.com.
WHY IS IT IMPORTANT?

If you don’t login and order by your cut-off date(s), you will not receive any
CERTIFIED
TRAINER
change for that week. This could result in your restaurant not being able to
accept cash from guests.

SHADOW
KITCHEN TRAINEE
MANAGER Watch your trainer as they complete the following:

• Go online to place an order for change.

• Prepare a separate deposit bag with your bank deposit ticket for the
SERVICE amount of your change order.
MANAGER
• Give the armored carrier your deposit bag when they arrive with your
change order.

TRAINER
APPRENTICE Show the trainee how to complete the following:

• Go online to place an order for change.

• Prepare a separate deposit bag with your bank deposit ticket for the
amount of your change order.
GENERAL
MANAGER • Give the armored carrier your deposit bag when they arrive with your
change order. Continued on the next page ¬
ORIENTATION ORDERING CHANGE CONTINUED

PERFORM
TRAINEE
LINE With your trainer’s supervision, complete the following:

• Go online to place an order for change.

• Prepare a separate deposit bag with your bank deposit ticket for the
amount of your change order.
CASH • Give the armored carrier your deposit bag when they arrive with your
change order.

TRAINER
Observe your trainee completing the entire change ordering process. As
DIGITAL needed, answer any questions and provide feedback.

VALIDATE
TRAINEE
PREP With your trainer, complete the entire change ordering process. As you
complete each portion, explain what you are doing and why. It should feel
like you are training the trainer.

TRAINER
GRILL Verify that your trainee has an understanding of the entire change ordering
process.

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
PHONE SCAMS
INTRODUCE Demonstrate what to do in the
WHAT DO YOU NEED TO KNOW? event the restaurant receives such
LINE Scammers, claiming to be from a call:
corporate, call our restaurants • Explain you cannot take any
and ask managers to take money money out of the restaurant.
from the safe. They often call from
• Hang up.
303.595.4000 and say they need
CASH to call back from a secure line, • Call the SSR Hotline
which is then blocked or restricted. (303.222.5968) and your Field
They will likely tell you there will be Leader to report the phone call,
a follow up visit in the morning and even if the phone scammer tells
that you need to move the money you not to.
DIGITAL before then. They may ask you to • Call the police if you feel unsafe.
have a crew member deliver the
money. PERFORM
Chipotle will never ask you to take TRAINEE
PREP money out of the safe or to provide Perform a proper response to a call
information about your team or from a phone scammer.
deposits over the phone. If you
receive a call asking you to do any TRAINER
of this, it is a scam. Simulate a phone scam, playing the
GRILL role of a scammer, and listen to a
WHY IS IT IMPORTANT? proper response from the trainee.
Falling prey to a phone scam is
unacceptable and may result in VALIDATE
CERTIFIED your termination. Phone scams TRAINEE
TRAINER cost Chipotle tens of thousands Explain to your trainer why
of dollars in stolen money. In Chipotle has a zero-tolerance
just five weeks, phone scammers policy for managers who fall for
robbed Chipotle of $25,000. Every phone scams.
KITCHEN manager who handles cash must
MANAGER know the signs of a phone scam Recognize the signs of a phone
and must know how to shut these scam.
scammers down.
Describe a phone scam to the
SERVICE trainer and explain a proper
SHADOW response.
MANAGER
TRAINER
Review the characteristics of TRAINER
a call from a phone scammer Observe and confirm trainee’s
as detailed in Common Scams knowledge of phone scams and
APPRENTICE
section of Cash Handling Policies & ability to prevent them from
Responsibilities. affecting the restaurant.

GENERAL
MANAGER
ORIENTATION
COMPLIANCE TRAINING

WHAT DO YOU NEED TO KNOW?

LINE • Compliance training is not required for all restaurants. Check with your
trainer to see if it is required for you and which courses you need to take.

WHY IS IT IMPORTANT?
• Depending on your location, some courses may be legally required and we
always want to be in compliance.
CASH

Take the compliance training on Avocado Academy.

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
APPRENTICE INDEX
MANAGING YOUR PEOPLE MANAGING YOUR BUSINESS
(WEEKS 1-3) (WEEK 6)
LINE Apprentice Orientation PnL

Time Management Cost of Sales

Recruiting Building Sales

CASH SMG Guest Experience Platform
Interviewing

Hiring Digital Make Line Business

Training Invoices
DIGITAL
Orientation Tundra Orders

Schedule Writing Linen Orders

Prep Deployment Tool Alcohol Orders

PREP
Hospitality Licensing Board

Envysion

MANAGING YOUR FOOD Cash Audits

GRILL (WEEKS 4-5)
Ops Audits
Sales Projections
Food Safety Audits
Food Management
CERTIFIED Alarm Passwords
TRAINER Usage
Safe Combinations
Inventory
Compliance Training
Deliveries
KITCHEN
MANAGER Transfers

Credits

UPT
SERVICE
MANAGER Needs

Food Orders

Waste Sheet
APPRENTICE
Harvest Program

CI Variance

GENERAL Stock Recoveries

MANAGER
ORIENTATION
APPRENTICE ORIENTATION
INTRODUCE
WHAT DO YOU NEED TO KNOW? WHY IS IT IMPORTANT?
LINE Congratulations! You understand Following the steps of introduce,
the role of an Apprentice (AP), and shadow, perform, and validate
you’ve committed to training to ensures that the trainee learns,
become our next one, which makes remembers, and applies the
you an Apprentice in Training, or training.
CASH an APIT. Now what? It’s time to
Involving the GM and FL in
start training.
validation gives the trainer and
Here’s what the training will look trainee the confidence they are
like: moving in the right direction.
DIGITAL
• The trainer and trainee will go Planning training in advance helps
through steps of training each the trainer and trainee be more
topic: introduce, shadow, and efficient and focused with their
perform. time together.
PREP • Trainee will complete activities as
necessary.
• Trainer will validate each topic as
recommended by the Trainer’s
Guide.
GRILL
• Trainee will take a knowledge
check.
• GM and FL will sign off after each
CERTIFIED week if the trainee is ready.
TRAINER For training to happen, trainer and
trainee need to schedule their time
together. Compare schedules for
the week ahead using the training
KITCHEN schedule worksheet. Then, fill in
MANAGER topics and activities to be covered
on each day throughout the week.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
TIME MANAGEMENT
INTRODUCE
WHAT DO YOU NEED TO KNOW? • Prepare for events that will
LINE The best ways to manage your time interrupt your daily routine.
are:
» There are many events that
• Focus first on people could derail your ability to set
development—with great people, your team up for success if
you spend less time worrying you don’t prepare for them.
CASH
about the basics of a well-run
» Be as flexible and adaptable as
shift such as completing prep you can, but keep in mind your
on time and having excellent priorities.
hospitality.
DIGITAL
» Select, train, and validate
great KMs and SMs the right WHY IS IT IMPORTANT?
way the first time. The AP has many operational
responsibilities whose scope and
» Be at model. complexity are greater than the
PREP responsibilities of the KM and SM
» Be fully staffed.
roles. To be successful, you’ll need
» Write and execute effective to plan and use your time more
schedules. effectively than you’ve had to in
the past.
GRILL
• Think about and plan your time.
SHADOW
» As an APIT, you’ll learn
about schedule writing and TRAINEE
CERTIFIED execution for the team, but it’s Have a 15-minute conversation
TRAINER just as important to schedule with your trainer about time
your own time, too. management. You will ask
your trainer about the time
» Different people have different management system they use to
systems that work best for
KITCHEN keep track of important dates and
them. For example, some
MANAGER important tasks. After that, your
people write down every
trainer will ask you to speak about
important date and to-do in a
your time management system.
notebook. Others keep track
using applications on their
SERVICE mobile device. Some people
MANAGER
prefer a combination of both.
» There is not one way to think
about and plan your time, but
some methods will work better
APPRENTICE
for you than others. The best
thing to do is use a system you
can commit to.

GENERAL
MANAGER
ORIENTATION TIME MANAGEMENT CONTINUED

Ask them some of the following Ask them some of the following
questions: questions:
LINE • How do you keep track of How do you keep track of
important dates? important dates?
• How do you keep track of your • How do you keep track of your
work schedule? work schedule?
CASH • How do you keep track of • How do you keep track of
important tasks you need to important tasks you need to
accomplish? accomplish?
• When someone tells you • When someone tells you
something that you do not want something that you do not want
DIGITAL
to forget, how do you remember to forget, how do you remember
it? it?
• How did you come up with your • How did you come up with your
time management system? time management system?
PREP • Do you think your system is • Do you think your system is
effective? In other words, how effective? In other words, how
often do you find yourself often do you find yourself
missing appointments or missing appointments or
forgetting to complete tasks? forgetting to complete tasks?
GRILL
• What are you currently doing to • What adjustments will you
make your time management need to make to your time
system better? What are you management system in order to
working on? fulfill the responsibilities of an
CERTIFIED
TRAINER TRAINER Apprentice?
You will ask your trainee the • What can I do to help?
questions listed below.

KITCHEN But first, when you have this

MANAGER conversation about time
management with your trainee,
time the conversation. Make sure
it lasts exactly 15 minutes and try
SERVICE to get through all of the questions.
MANAGER To have enough time, you’ll need to
work with a sense of urgency. Tell
your trainee that if you can have
that same sense of urgency when
APPRENTICE working through tasks as an AP, it
will be easier to manage your time
because you’ll have more of it as a
result of working quickly.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION TIME MANAGEMENT CONTINUED

PERFORM
TRAINER
LINE Talk with your trainee about common events at the restaurant that will
interrupt your daily routine. Use the table below to list those events, their
frequency (how often they happen), and their duration (how much of your
time they take).
EVENT FREQUENCY DURATION
CASH
Field Leader Visits
Interviews
Orientations
Cash Audits
DIGITAL
Food Safety Audits
Promo Days
Fundraisers
Facilities Assessments
PREP
Catering Orders
Rollouts
Patch Meetings
Manager Meetings
GRILL
Food Transfers
Honest Conversations
TRAINEE
CERTIFIED First, note which of these events relate to people development. Remember
TRAINER that these events are time investments that should be a priority as they
save you time in the long run.

Now, as best as you can, input these events into your time management
system. Some events have dates and should fold into your calendar
KITCHEN
MANAGER easily. Some events that happen with little to no notice do not have a
particular date assigned. How do you account for them in your in your time
management system?

SERVICE VALIDATE
MANAGER
TRAINER
Ask your trainee what some of the best ways are to manage your time.

Your trainee should mention the value of focusing on people development first
APPRENTICE
because time invested in people can free you up to have more time for yourself.

Your trainee should also mention their time management system and the way
their system works best for them.

Finally, your trainee should mention how they keep track of events that occur
GENERAL
regularly that interrupt their daily routine, and how they handle events that are
MANAGER
unplanned but still need to be done.
ORIENTATION
RECRUITING

LINE

STEP 1: STEP 2: STEP 3: STEP 4:

Recruit New Team Interview them to Hire them quickly Train them to deliver an
make sure they're a excellent guest experience
Members
great fit
INTRODUCE candidates to apply to work at
CASH your restaurant. You can find great
WHAT DO YOU NEED TO KNOW?
Detailed reference information candidates:
on recruiting, interviewing, hiring, • Through your team members
onboarding, and training is located
• Within your restaurant
DIGITAL in the Building Your Team Guide.
Download and print the entire Building • Within your community
Your Team Guide now. You and your
WHY IS IT IMPORTANT?
trainer will need to reference it for the
Recruiting great people is the first
upcoming sections.
PREP step to building a great team at
Among many useful resources, the your restaurant, and building a
Building Your Team Guide includes great team is the responsibility of
an interview guide that should be the Apprentice.
used during interviews.
Processing applications entirely
GRILL
Find the Building Your Team Guide on and quickly will make you a more
Avocado Academy. attractive employer to the candidate.
Candidates are more willing to
Recruiting is the process by which interview and accept offers with
CERTIFIED you get people to apply and employers who respond quickly.
TRAINER interview for positions at your Responding quickly shows you are
restaurant. Recruiting includes interested in the candidate and it
reviewing potential candidates who may help you lock in a candidate
apply online through our candidate before another employer does.
KITCHEN portal, Taleo, which is accessed
MANAGER from the back of house computer. Asking the candidate to bring their
employment documents speeds
It is expected that you review all up the onboarding process and
open applications that appear in reduces the effort both you and
SERVICE Taleo and invite candidates for the candidate have to spend to get
MANAGER an interview within two days of ready to work.
applying. Also, ask all candidates to
bring their employment documents The more talent you recruit for
with them to the interview. your team, the more selective you
can be in the interview process.
APPRENTICE It is not enough to wait for The more selective you can be,
candidates to apply. You have the higher your chances are of
to put effort into increasing the onboarding high-quality crew
number of applicants you receive. members.
GENERAL There are three ways to get
MANAGER
Continued on the next page ¬
ORIENTATION RECRUITING CONTINUED

SHADOW name anybody else.

TRAINEE » Ask that crew member if they
LINE Watch the Building Your Team wouldn’t mind asking those
course. You can see and learn people to come in for an
about the entire process required interview. Remind them how
to add new crew members to much they could earn if those
your team starting with recruiting people got the job.
CASH and interviewing and ending with
onboarding and training. • Survey your restaurant for
Review Step 1: Recruit New signage that says you’re hiring
Employees in the Hiring Process and recruiting materials you can
DIGITAL section of the Building Your Team give to anyone who is interested.
Guide. You will shadow your trainer Also, look for great guests that
on each of these tasks come through your restaurant
that may be a fit for your team
TRAINER and talk to them about applying.
PREP Demonstrate how to access With your trainee by your side,
Taleo, review open applications, demonstrate the following:
and invite candidates in for » Speak to a guest who looks
an interview. Make sure when like a great fit for your team.
you invite a candidate in for an You can speak to them either
GRILL interview to you ask them to bring dining in the restaurant or
their employment documents since when they are checking out at
you’ll need them if you make an Cash.
offer.
a. Maybe you notice that
CERTIFIED
Demonstrate each of the main this guest is looking at
TRAINER
three ways to actively recruit in recruiting materials.
your community.
b. Maybe you notice a guest
• Remind team members about who is friendly, engaging,
KITCHEN crew referral bonuses and let and gets along with the
MANAGER them know exactly what you’re crew.
looking for in candidates to bring
» If the guest is interested, let
onto your team.
them know when you are
SERVICE » Ask a team member if they having interviews and how to
MANAGER know about the crew referral apply.
bonus and how much it pays.
» If the guest is not interested,
» Tell a team member what it ask them if they know anyone
is you are looking to bring to who might be, and if so to let
APPRENTICE the team and ask them if they that person know we’re hiring.
can think of anybody who fits
that description and would
be interested in working at
Chipotle. If they can name
GENERAL
MANAGER someone, say “Great! Who
else?” until they can no longer Continued on the next page ¬
ORIENTATION RECRUITING CONTINUED

• Perform grassroots recruiting VALIDATE

within your community to TRAINER
LINE
increase the number of Make sure that your trainee knows
applications to your restaurant. the following:
» Take your trainee through the • Why it is important to put effort
neighborhood. into increasing the number of
CASH » Point out opportunities to candidates who apply for work at
find potential candidates such your restaurant
as neighboring restaurants, • The three ways to get candidates
retailers, schools, and to apply to work at your
community centers, restaurant
DIGITAL
» Demonstrate how to • How to increase the number of
connect with a neighbor in applicants through each of those
the community to increase three ways
applicant flow.
Have your trainee demonstrate
PREP how to review open applications in
PERFORM
Taleo and how to invite candidates
TRAINEE for an open interview. Make sure
Demonstrate how to review open they know all candidates must
applications in Taleo and how be invited to interview within two
GRILL to invite a candidate in for an days of applying and why that
interview. Ask your trainer for help is so important. Make sure your
if you get stuck. trainee understands why we ask
Demonstrate each of these three candidates to bring employment
CERTIFIED recruiting tactics with your trainer: documents with them.
TRAINER
• Recruiting through your team
member
• Recruiting within your restaurant
KITCHEN
MANAGER • Recruiting within your community

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
INTERVIEWING

LINE

STEP 1: STEP 2: STEP 3: STEP 4:

Recruit New Team Interview them to Hire them quickly Train them to deliver an
make sure they're a excellent guest experience
Members
great fit
INTRODUCE The Interview Guide located in
CASH the Building Your Team Guide is
WHAT DO YOU NEED TO KNOW?
An interview makes sure that a useful reference that provides
the candidate is a great fit. The questions to help get to know the
interviewer should be able to candidate and to help decide if this
determine if the candidate is a is someone who should be hired.
DIGITAL
great person who can be trained
WHY IS IT IMPORTANT?
to provide an excellent guest
A good interview can determine
experience.
with accuracy how likely a
PREP To determine if the candidates are candidate is to succeed at Chipotle
great people, it’s helpful to learn if and stay with the team, but this
they have the right characteristics. skill requires a lot of experience.
The 13 characteristics can be The more experience you have with
used as a guide to determine interviews, the better you will be
GRILL what characteristics a candidate when you conduct them yourself
has and what characteristics as a GM.
they are lacking. This is not to be
At Chipotle, we can teach the skills
used as a checklist. You do not
needed to contribute to the team
need to determine if a candidate
CERTIFIED and help us provide an excellent
TRAINER
has all 13 characteristics during
guest experience. For that
the interview; however, if the
reason, it’s important to evaluate
candidate is missing many of
candidates based on personality
these characteristics, you should
because that is much harder, and
KITCHEN consider this.
sometimes impossible, to train.
MANAGER
The GM is responsible for
conducting all interviews, but it is
important for the Apprentice to be
included in the interview process
SERVICE
MANAGER
if they can step away to observe
the interview without negatively
affecting the guest experience.

To conduct an interview, follow

APPRENTICE the interview guide located in the
Building Your Team Guide

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION INTERVIEWING CONTINUED

SHADOW PERFORM
TRAINER TRAINER
LINE Have the trainee sit in with the Your trainee will not be able to
GM on an interview for a new crew perform an interview independently,
member. but getting a little practice can help.
A trainee who has shadowed an
TRAINEE interview may sit in on an interview
CASH Review Step 2: Interview Them to with the GM and ask the candidate
Make Sure They’re a Great Fit in one or two questions, but the
the Hiring Process section of the trainee will first need to know what
Building Your Team Guide. You will questions we are legally prohibited
shadow your GM go through each from asking.
DIGITAL of these tasks during the interview.
First, have the trainee review
Observe an interview with a the Legal Considerations for
candidate. Pay special attention Interviewing page of the Building
to how the interviewer does the Your Team Guide.
PREP following things:
Then allow the trainee to ask the
• Introduces herself to the candidate one or two questions
candidate from the Interview Guide located in
• Explains the interview process the Building Your Team Guide
GRILL
• Attempts to make the candidate After the interview, ask the trainee
feel comfortable if they think this candidate would
• Asks questions to learn if the be a great fit for the team who can
candidate will be a great fit or be trained to deliver an excellent
CERTIFIED not guest experience. Then tell the
TRAINER trainee what you think. Ultimately,
As you observe the interview,
you will determine whether or not
follow along using the Interview
the candidate gets an offer.
Guide located in the Building Your
KITCHEN Team Guide.
MANAGER
Following the interview, review the
13 characteristics guide located
in the Building Your Team Guide
with the interviewer, and ask the
SERVICE
MANAGER interviewer which characteristics
they think the candidate possessed.
Then ask how that influences their
decision to hire the candidate or
not.
APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION INTERVIEWING CONTINUED

TRAINEE VALIDATE
You will not be allowed to perform TRAINEE
LINE
an interview on your own; however, Confirm that the trainee:
you should get experience asking
one or two questions of the • Knows the basics elements of an
candidate. interview including

First, review the Legal » Introducing yourself to the

CASH Considerations for Interviewing candidate
page of the Building Your Team » Explaining the interview
Guide. process
Then, sit in on an interview. During » Attempting to make the
DIGITAL the interview, think about what candidate feel comfortable
characteristics the candidate is
showing and what characteristics » Asking questions to learn if
they are not showing. Then select the candidate will be a great
questions to ask the candidate fit or not
PREP
to help you determine whether • Understands what we are looking
or not the candidate has certain for in a candidate
characteristics that were not • Is aware that it is illegal to ask
shown. certain questions in an interview.
GRILL After the interview, tell the
interviewer whether or not you
think this candidate would be a
great fit for the team who can
CERTIFIED be trained to deliver an excellent
TRAINER guest experience. Then the
interviewer will tell you what
they think. Ultimately, they will
determine whether or not the
KITCHEN candidate gets an offer.
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
HIRING

LINE

STEP 1: STEP 2: STEP 3: STEP 4:

Recruit New Team Interview them to Hire them quickly Train them to deliver an
make sure they're a excellent guest experience
Members
great fit
INTRODUCE The new trainee will reflect that
CASH in their approach to orientation
WHAT DO YOU NEED TO KNOW?
Hiring is the process of offering the and training. A difficult and
candidate the position, onboarding slow onboarding will appear
the new hire, and preparing the new unprofessional. It will be frustrating
hire for orientation. For candidates to the new trainee and they may
DIGITAL
who were not offered a position, it is be less willing to put forth effort in
necessary to let them know within orientation and training.
48 hours that they did not get the
job by completing the proper steps SHADOW
PREP in Taleo that remove and disqualify TRAINEE
them. Read “Step 3: Hire Them Quickly”
in the Hiring Process section of the
The General Manager is responsible
Building Your Team Guide. Your
for offering the candidate the
trainer will demonstrate each one of
GRILL position. This includes sharing the
these steps. Check off each steps as
hourly rate, the benefits, and the
it is demonstrated by your trainer.
career opportunities. It also includes
checking work documents, setting Then as soon as you have a new hire,
a start date, and explaining the new go through the following sections
CERTIFIED
TRAINER
hire’s role in the onboarding process. and checklists with your trainer:
The Apprentice takes it from there.
• Onboard the New Hire
If a new hire takes longer than
• Remove Disqualified Candidates
seven days to onboard, the hiring
KITCHEN from Taleo
system will assume that the new
MANAGER • Prepare for New Hire Orientation
hire did not show up to work and will
automatically terminate (auto-term) TRAINER
the new hire. As you demonstrate how to
SERVICE Now watch Form I-9 Training on onboard a new hire, have your
MANAGER Avocado Academy using the trainee read the steps from the
Compliance Training button. Building Your Team Guide out loud
to you to keep them involved in the
WHY IS IT IMPORTANT? process.
APPRENTICE The speed and ease with which
If you get stuck while using
you hire and onboard new team
Workday, access the onboarding
members sets the tone for their
tools located in the “How to?”
training. A smooth and expedient
section of Workday. Be sure to show
onboarding will let the new
GENERAL your trainee where these resources
team member know you are
MANAGER
professional, capable, and serious. Continued on the next page ¬
ORIENTATION HIRING CONTINUED

are in case they get stuck on them you need to know and why it’s
in the future. important. It should feel like the
LINE trainee is introducing the topic to
PERFORM you, the trainer.
TRAINEE Confirm that the trainee can
As soon as you have a new hire, access Taleo and Workday and that
onboard the person by following they know what each program is
CASH the steps in the Building Your Team used for.
Guide under “Step 3: Hire Them
Quickly.” Confirm that the trainee knows
why it is important to complete
If you get stuck, ask your onboarding in a timely manner.
DIGITAL trainer for help, and don’t delay!
Onboarding a new hire must be
within seven days. If onboarding
takes longer than that, the new
hire may get frustrated with the
PREP process, which gets training off on
the wrong foot. The new hire may
also end up accepting another offer
to work somewhere else because
we took too long. Finally, the new
GRILL
hire may be auto-termed

If you get stuck, ask your

trainer for help, and don’t delay!
CERTIFIED Onboarding a new hire must be
TRAINER done quickly. If onboarding takes
too long, the new hire may get
frustrated with the process. The
new hire may also end up accepting
KITCHEN another offer to work somewhere
MANAGER else because we took too long.

VALIDATE
TRAINER
SERVICE
MANAGER Confirm the trainee can walk you
through the onboarding process
for which they are responsible
beginning after the General
Manager has offered the candidate
APPRENTICE
the position. As the trainee walks
you through onboarding the
new hire, removing disqualified
candidates from Taleo and
GENERAL preparing for new hire orientation,
MANAGER the trainee should explain what
ORIENTATION
TRAINING

LINE

STEP 1: STEP 2: STEP 3: STEP 4:

Recruit New Team Interview them to Hire them quickly Train them to deliver an
make sure they're a excellent guest experience
Members
great fit

CASH

INTRODUCE UNDERSTANDING THE TRAINING

WHAT DO YOU NEED TO KNOW? METHOD
Training the new hire to deliver an All of our training guides use the
DIGITAL excellent guest experience is the same method. They’re designed to
final step in adding someone to give someone the confidence they
your team. need to fully learn how to perform
a task and why it’s important
To complete step 4, you’ll need to: without feeling too rushed or
PREP overwhelmed. By now you probably
• Provide a thorough Orientation
know the four-step process:
• Introduce the new hire to their Introduce, Shadow, Perform, and
certified trainer Validate. But how well is your team
• Set up the first week of training familiar with the process? And how
GRILL strictly is it followed? How often
• Check in with the new hire and
the trainer each day during are trainees rushed through the
training to see how everything is four-step process instead of taking
going and to provide any help or the time to learn it properly?
CERTIFIED assistance as needed For a refresher on the four-
TRAINER
• Provide feedback to the trainer, step process, you can watch
trainee, and General Manager as the Certified Trainer Course on
needed. Avocado Academy.
KITCHEN In the next topic, you’ll learn how
MANAGER TRAINING TOOLS
to provide a thorough orientation,
Anyone who is training, whether it
but orientation is just one small
be a Certified Trainer or a manager
part of setting up a new hire for
training a replacement, must
success. It’s one part of larger
SERVICE use and follow the training tools.
training system.
MANAGER Specifically, they should be using
A training system is the the latest training checklists, and
combination of processes, people, those checklists should be filled
and roles that defines how your out accurately and honestly. Every
team members teach, learn, trainer should be following the
APPRENTICE
and progress along the career Trainer’s Guide, and tools like the
path. There are many parts to an Crew and Manager Pocket Guides
effective training system. Here are and Recipe Cards should be up to
the most important: date.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION TRAINING CONTINUED

SELECTING TRAINERS WHY IS IT IMPORTANT?

Who are your trainers? A trainer Training is the key to building a

LINE needs to be able to apply the team that can consistently deliver
training method and training tools an excellent guest experience.
consistently, every time they’re You’ve invested a lot of effort
training someone. It’s not enough into getting this new hire into
for a trainer to simply teach how to your restaurant and into uniform.
CASH perform a task. A great trainer will Providing great training will ensure
introduce, shadow, perform, and that the effort pays off in an
validate using our training tools. excellent experience for our guests
and a valuable contributor to the
A great trainer must also be entire team.
DIGITAL patient and adaptable. Some
trainees learn quickly, and others Good training helps your new hires
take longer. Sometimes things feel supported and confident that
come up in the restaurant that take they will succeed at Chipotle. Poor
priority over training and force us training is a major cause of high
PREP
to shift plans. Also, procedures, turnover, which will hurt the guest
policies, even recipes can change. experience.
Trainers need to be committed to
Having each new hire assigned to
teach the right information, which
one Certified Trainer ensures the
means teaching the most current
GRILL new hire will get the best training
information as well.
possible from a team member
VALIDATING TRAINERS who can be trusted to uphold our
standards and who knows effective
Validations are set up along the
CERTIFIED teaching methods that use our
career path to make sure that
TRAINER tools and training processes.
no matter who’s being trained,
they’ve been set up for success in Verify that validations are
everything they’re doing before happening correctly. Trainees
being left alone in a position. should not be validated unless
KITCHEN
MANAGER Whether it’s station training, KM they truly know the topic well
training or SM training, you must enough to execute it on their
validate the training along with the own and up to our standards. If
trainer. you notice someone is validated
SERVICE but is not meetings standards or
As an AP, take the time to make
MANAGER is still asking for help on things
sure all validations are performed that should have been covered
correctly. during training, it’s time to talk
If your trainer has validated with the trainer because allowing
someone who you don’t believe someone to be trained or validated
APPRENTICE
is ready, it’s a perfect time to talk incorrectly is exactly how your
with the trainer and show them training system starts to break
what you see. Never allow someone down.
to be validated if you don’t think
GENERAL
they’re ready.
MANAGER
Continued on the next page ¬
ORIENTATION TRAINING CONTINUED

SHADOW than trainer?

TRAINER • Are the trainer and trainee using
LINE Evaluate your training system the latest training materials?
with your trainee by observing a
certified trainer and trainee. During • Is the trainer patient and
your observation, you may need to adaptable?
interject a few questions to make • Is the trainer doing validations
CASH note of the following things: correctly and only validating
when the trainee meets the
• Is the trainer certified? Does the standard?
trainer know and understand the
four-step training process? Is the If any of these standards are not
trainee paired with one or more being met, you’ll need to take
DIGITAL
than one trainer? corrective action. A good place to
start is to discuss this with your
• Are the trainer and trainee using trainer and come up with a plan
the latest training materials? of action. You might want to first
PREP • Is the trainer patient and know if the certified trainer knows
adaptable? the standard, if not, you can teach
• Is the trainer doing validations it to them. If they do, you’ll need
correctly and only validating to dig deeper to find out why they
when the trainee meets the are choosing not to follow it, and
GRILL standard? continue to ask questions until
you understand how to make a
If any of these standards are not
sustainable improvement to your
met, take a moment to discuss with
restaurant’s training system.
your trainee what you observed
CERTIFIED and what corrective action you
TRAINER will need to take. Then take it. VALIDATE
Your trainee should observe as TRAINER
much of this as possible so they Validate that your trainee knows:
can perform these evaluations
KITCHEN • what a training system is
themself.
MANAGER • the most important parts of
PERFORM an effective training system:
understanding the training
TRAINER method, using training tools,
SERVICE Observe a trainer training a selecting the right trainers, and
MANAGER trainee. Ask yourself if the training validating training.
is supporting an effective training
system or not by observing or • how to determine if there
asking questions to understand if are areas of improvement in
the following things are happening: the training system through
APPRENTICE
observation and by asking
-Is the trainer certified? Does the questions.
trainer know and understand the • how to take corrective action
four-step training process? Is the when the training system is not
GENERAL trainee paired with one or more up to standard.
MANAGER
ORIENTATION
ORIENTATION
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE Orientation is the first part of training a new hire to deliver a great
experience.

The Orientation Process can be found in the Orientation Guide located on

Avocado Academy. It includes the outline of the orientation every new hire
CASH should receive.

WHY IS IT IMPORTANT?
Before it’s the trainee’s first experience and first day on the job, your
orientation will set the tone for the new hire’s experience at Chipotle.
DIGITAL Do you remember your first day at Chipotle? Make the orientation count
because what you say will stick with your new hire for a long time.

SHADOW
TRAINEE
PREP
Follow along during a new hire orientation led by your trainer. Using “The
Orientation Process” as an agenda, keep your trainer on task and on time
by following each step in the orientation process in the recommended
period of time.
GRILL
PERFORM
TRAINER
Follow along as your trainee leads a new hire orientation. Using “The
CERTIFIED Orientation Process” as an agenda, keep your trainee on task and on time
TRAINER by following each step in the orientation process in the recommended
period of time. Help your trainee at any point if they have questions. Be
sure to interject if your trainee is saying anything that is incorrect to make
sure your new hire is getting the right information.
KITCHEN
MANAGER VALIDATE
TRAINER
Have your trainee explain why.
SERVICE Have your trainee explain to you what is included in a new hire orientation.
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
PREP DEPLOYMENT TOOL
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE As a Service Manager, you learned what the Prep Deployment Tool is, why
it’s important, and how to fill one out before the shift using information
from the schedule and the prep sheet to ensure that prep is completed on
time and that the team is in position before the peak to provide an excellent
guest experience.
CASH
The Prep Deployment Tool is a great source of information for you to dig
into what’s happening with the schedule. A review of the tool will indicate to
you whether or not the team is scheduled to complete all prep before peak
service times
DIGITAL
The Deployment Tool is a plan to execute great throughput. All Five Pillars
are on the Deployment Tool. Here is how you can check to see if the Prep
Deployment Tool has been set up for Five Pillars execution and great
throughput:
PREP ACES in PLACES is determined by the putting the best person for each
position that is needed based on the projected sales. Also, the tool has
all of the correct positions on the deployment tool which is based on the
number of people needed and the deployment chart, which can be found
on Avocado Academy. Finally, the deployment tool lets the team know when
GRILL
they need to be deployed for the peak period so that we have everyone
deployed for an excellent guest experience

CERTIFIED One of the biggest pieces of MISE EN PLACE is all of the prep that is done
TRAINER in the morning. The deployment tool outlines who will be doing what
prep and when that prep needs to be done, which sets us up to deliver an
excellent guest experience.

You can evaluate that the LINEBACKER is the right person. For all
KITCHEN
MANAGER
deployments with 8 people or more the Linebacker is in RED. This means
that the manager on duty should be deployed to Linebacker during the
peak period.

Finally, you can evaluate the EXPO. For deployments with 5-7 people the
SERVICE expo is in RED. This means that the manager on duty should be deployed to
MANAGER
expo during the peak period.

WHY IS IT IMPORTANT?
At the Apprentice level, you may not always complete Prep Deployment,
APPRENTICE especially if your SM opens the restaurant for you and you come in on a
mid-shift, so it’s helpful to know how to review a prep deployment

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION PREP DEPLOYMENT CONTINUED

SHADOW
TRAINEE
LINE Follow along as your trainer reviews a Prep Deployment Tool and identifies
that the team is set up for Five Pillars execution.

TRAINER
Take your Prep Deployment Tool for your shift and review it with your Trainee.
CASH If the prep deployment tool was completed by the trainee, it will be an even
better learning experience. Identify whether or not the team is scheduled for
Five Pillars Execution simply by looking at the tool and nothing else. If it is,
make sure you explain why and how you know. If it is not, review this with your
trainee and explain what can be done to correct it.
DIGITAL
PERFORM
TRAINEE
Review a prep deployment tool for a shift with your trainer. If it is one that
PREP you completed, this will be an even better learning experience.

Think critically about your prep deployment tool. Ask yourself if it sets up
the team for great throughput. Then explain to your trainer how you have
set up the team for Aces in Places, Mise En Place, Linebacker, and Expo.
GRILL
TRAINER
Listen to your trainee explain how the prep deployment tool they created sets
up the team for excellent throughput. If your trainee needs help developing a
deployment properly, give feedback and help them refine the deployment until
CERTIFIED it is set up properly.
TRAINER

VALIDATE
TRAINER
KITCHEN Have the trainee put together a prep deployment tool that sets up the team for
MANAGER success in throughput with all five pillars in place.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
HOSPITALITY
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE Part of the role of the Apprentice is providing an excellent guest
experience, which includes great Food, Feel, and Flow. Hospitality is all
about how we make our guests Feel.

Training every team member effectively in hospitality means you will need
CASH to recognize and reward hospitable behavior when you see it. Celebrate
team members who exhibit the four Cornerstones.

Team members need to understand that their role is ultimately about

satisfying the guest. It is most effective for leadership to model this
behavior and talk about the guest often.
DIGITAL
Leaders must emphasize the importance of repeat business and the
frequency of guests visiting the restaurant so the investment in hospitality
generates a real return in sales.

PREP The Apprentice or General Manager must have plenty of real-life practice
using the BLAST model to recover guests.

WHY IS IT IMPORTANT?
The leadership models the behavior in the restaurant and sets the
GRILL priorities. If leadership puts the guest first, the entire team will put the
guest first.

The most difficult guests and challenging recoveries usually end up in the
hands of the Apprentice or General Manager.
CERTIFIED
TRAINER
SHADOW
The trainer will show the trainee how to recognize and reward hospitable
behavior by celebrating individuals on the team who uphold the standards,
sharing stories of team members who go above and beyond, and rewarding
KITCHEN
MANAGER those who excel at hospitality with responsibility to develop others’ skills.

The trainer will show the trainee how to explain to a crew member the
importance of the guest and repeat business.

SERVICE The trainer will review with the trainee a recent negative guest comment
MANAGER that was more difficult than average and explain how to apply BLAST to
Make It Right.

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION HOSPITALITY CONTINUED

PERFORM
The trainee will recognize and reward hospitable behavior in the restaurant
LINE
by highlighting an individual’s specific hospitable behavior during a team
meeting or Chip Talk.

The trainee will emphasize the importance of the guest and repeat business
during a team meeting or Chip Talk.

CASH The trainee will respond to negative guest comments to get practice Making
it Right.

VALIDATE
The trainer will ensure the trainee can perform BLAST, even in difficult
DIGITAL
situations.

The trainer will ensure the trainee can recognize and reward hospitable
behavior.

PREP The trainer will ensure the trainee understands the importance of modeling
hospitable behavior, repeat business, and putting the guest first.

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
SCHEDULE WRITING
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE A major expectation of the Apprentice is to schedule your team
appropriately. That means writing the schedule for the week.

The number of people you schedule is based on the sales you project. If
you think you’ll have higher sales, you’ll schedule more people. If you think
CASH you’ll have lower sales, you’ll schedule fewer people. Sales projections are
covered in detail in the next week of training.

Now watch Schedule Writing Parts 1 -4. In these courses, you’ll learn about
the basics of writing a great schedule, how to write schedules for you
manager team, what to consider when creating an ideal schedule, and how
DIGITAL
to enter it into MenuLink.

After completing the courses, you’ll evaluate the execution of previous

schedules using the Labor – Schedule Check report, then start writing your
own with your trainer.
PREP
WHY IS IT IMPORTANT?
A great schedule is the foundation for success in the coming week. It’s a
plan that will help organize your team and set you up to have the right
amount of people to execute every day.
GRILL
Writing a schedule forces you to think about everything coming up in the
week ahead, including weather, special events, fundraisers, promo days, and
catering orders. The exercise of schedule writing keeps you one step ahead
and helps you lead the team because you know what to expect and you
CERTIFIED
TRAINER have a plan.

It’s important to use the Labor – Schedule Check because it can show you
what opportunities you have to improve in your scheduling and planning for
the week ahead. For example if you find you are exceeding the number of
KITCHEN
hours allotted to you by the Labor Matrix, you could think about scheduling
MANAGER
differently to more accurately achieve your recommended Labor Matrix
hours.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION SCHEDULE WRITING CONTINUED

SHADOW
TRAINER
LINE Access Reporting Services and open the Labor – Schedule Check report. With
your trainee, review the Schedule Check from the Previous Week and complete
the Activity: Labor – Schedule Check 1 that printed out with your checklist.

Write the first draft of the schedule with your trainee. Your trainee has just
CASH watched schedule writing courses that teach schedule writing in a particular
way, so when your trainee shadows you, you’ll want to highlight specific
elements of the schedule:

• Start with scheduling of the management team before discussing scheduling

crew.
DIGITAL
• Show how your schedule is able to cover all 14 day parts during the week and
cover the opening and closing of the restaurant.
• Then incorporate crew into your schedule.

PREP If you receive feedback from your Field Leader, review feedback from the Field
Leader with your trainee and incorporate it together.

Then, post the schedule for next week with your trainee.

DO NOT simply copy the schedule from the previous week and make small
GRILL edits with your trainee. Your trainee will need to have a more thorough
understanding of how the schedule is written and the reasoning behind the
choices, such as how many people to schedule and how long to schedule
them for.
CERTIFIED
TRAINER PERFORM
TRAINEE
First, access reporting Services and open the Labor – Schedule Check
report. Review the Schedule Check from the Previous Week and complete
KITCHEN the Activity: Labor – Schedule Check 2.
MANAGER
Under the supervision of your trainer, write your first draft of the schedule
for the week. When you have put together what you think will be the best
schedule and reviewed it with your trainer, submit it for review to the Field
SERVICE Leader.
MANAGER
Review feedback from your Field Leader and work with your trainer to
incorporate edits. Then post the schedule for your team members.

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION SCHEDULE WRITING CONTINUED
VALIDATE
TRAINER
LINE Have your trainee access reporting Services and open the Labor –
Schedule Check report. Review the Schedule Check from the Previous
Week and complete the Activity: Labor – Schedule Check 3.

Confirm that your trainee can write schedules on their own and up to our
standards. The trainee should be able to explain decisions made during the
CASH
schedule writing process, and should be able to incorporate Field Leader
feedback.

Confirm that your trainee understands the importance of manager daypart

coverage, scheduling the opening and closing of the restaurant, and how to
DIGITAL
incorporate staff into the schedule.

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
SALES PROJECTIONS
INTRODUCE • Weekly: If catering orders are
WHAT DO YOU NEED TO KNOW? scheduled this week, adjust
LINE How do you know how much food your sales on those days at the
to order and prep? How do you beginning of the week. Without
know how many people to put on accounting for these extra
each shift? The answer is that you orders, you may not have enough
never know exactly, but you can food or people scheduled to
CASH get pretty close based on your create an excellent second-make-
sales history, the weather, special line experience.
events in the area or in your own
restaurant, and so much more. This • Daily: If you know that your
is called a sales projection. sales drop whenever it rains and
DIGITAL you see that heavy rain is in the
A sales projection is an estimate weather forecast today, you can
of the total amount of food you adjust your sales so that you
plan to sell over a certain period don’t make more food than you
of time. You have to make a sales need. If, earlier in the week, you
PREP projection for every day, and your had lowered your sales forecast
sales projections should be within because storms were predicted
6% of what the actual sales are for but the sun is shining bright
the day. That means if you project today, you can increase your sales
to sell $5,000 of food, your actual
GRILL forecast to make a little more
sales for the day shouldn’t be off food so that you don’t run out.
by more than $300.

UNDERSTANDING THE FACTORS The Weekly Sales Projection Tool

THAT AFFECT SALES PROJECTIONS located in reporting services can
CERTIFIED
TRAINER It’s important to think about the help you make sales projections by
many factors that affect your sales showing the following:
projections across different time • average daily sales data from
frames. Some examples are: the past few weeks so you can
KITCHEN
• Monthly: If you’re near a school, determine trends over the past
MANAGER
your sales might drop off month
significantly in the summer when • average daily sales data from the
school is not in session. Knowing same week in previous years so
SERVICE when school is out will allow you you can determine trends year
MANAGER to predict exactly when you need over year
to order less food, and knowing • actual sales from the same day
when school is back in session of the week one year ago
will allow you to predict exactly
when you need to order more • a recommended sales projection
APPRENTICE that may not take into account
food. Look at the calendar to see
if there are any holidays when scheduled events and weather
businesses or schools might be
closed.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION SALES PROJECTIONS CONTINUED

Note, the tool generates seven sets of graphs—one for each day of the week.
The first graph is only for Monday. Print out the sheets or click on the right
LINE
arrow button to see additional days of the week.

CASH

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

WHY IS IT IMPORTANT?
SERVICE
MANAGER Sales projections determine how much food to order, how much food
to prep, and how many people to put on the schedule. Sales projections
will affect everything in the restaurant from your ability to manage the
business to the creation of an excellent guest experience.

APPRENTICE If your sales projections are consistently higher than actual sales, you’ll
have too much leftover food and you’ll waste it. You’ll also go over Labor
Matrix or end up cutting a lot of people early and more frequently than you
usually should.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION SALES PROJECTIONS CONTINUED

If your sales projections are not coming from school or a local

consistently lower than actual event? How much of an impact did
LINE
sales, you’ll run out of food and the weather have on your sales?
have to prep more. You may Use these learnings when you
be under matrix but your team move on to the Perform step and
members are likely to work make a sales projection yourself
overtime. Your team members will for the next day.
CASH also be more stressed out and tired
from being overworked. PERFORM
TRAINEE
SHADOW Project sales for the next day you
TRAINER and your trainer will be working
DIGITAL
Show your trainee how to access together by filling out the tool.
the Weekly Sales Projection Tool Consider trends you are seeing
located in Reporting Services and for the month as well as year over
select the next week ahead. Click year. Also consider scheduled
PREP View Report and print it out. Seven events, catering orders, weather
days should print out, but you forecasts, and anything else that
will only need to project one day you think could affect sales. If you
at a time. That will allow you and need help, ask your trainer for
your trainee to focus on one day, input. When you are done, review
GRILL witness the results, and try again your projections with your trainer.
on another day.
VALIDATE
With your trainee, fill out the
tool for the next day you and TRAINER
CERTIFIED your trainer will be working the Have your trainee project sales
TRAINER restaurant together. Consider for the next day you are both
trends you are seeing for the scheduled to work together. After
month as well as year over year. that day, go back and check to
Also consider scheduled events, see if your trainee’s projection is
KITCHEN catering orders, weather forecasts, within 6% of the actual sales for
MANAGER the day. If it is, and if your trainee
and anything else that you think
could affect sales. Then come up can explain to you how they
with a Sales Forecast for that day. arrived at that projection, and that
explanation includes comparisons
SERVICE
TRAINEE to previous years, weather, and
MANAGER
After your trainer develops a the presence or absence of special
sales projection with you, pay events and catering orders, then
attention to your sales on that day validate them.
throughout the day. Make note of
APPRENTICE the accuracy of your projection.
How close was the projection to
the actual sales? What accounted
for the difference? For example,
GENERAL did you notice guests coming or
MANAGER
ORIENTATION
FOOD MANAGEMENT
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE To learn what you need to know Review the PnL – Recap with your
about food management and why Kitchen Manager. Specifically,
it’s important, access Avocado show your KM the cost of sales
Academy and watch: line item. Explain that this is your
food cost and ask for your KM
Food Management – Part 1 > Food
CASH to reflect on this number. Then
Management share your opinion and feedback
with your KM. For example, if the
SHADOW cost of sales is close to target,
TRAINER congratulate the KM and show
DIGITAL the impact of following recipes
Show your trainee how to
access eRS on the back of house and prepping and cooking the
computer. Indicate where you can right amount of food. If food costs
find the help section. are too high, show the financial
impact and let the KM know you
PREP Show your trainee how to access are training to learn more about
the PnL – Recap report on how to manage this cost and that
Reporting Services. Select your you intend to get this under control
restaurant and set the period to soon.
the latest complete month. Print it
GRILL
out.
VALIDATE
Together, highlight the line called TRAINER
“Total Cost of Sales.” This is your Confirm that your trainee can do
food cost. It’s the cost of all food the following:
CERTIFIED
TRAINER you purchase for the restaurant. It
also includes cost of paper goods • define food management
and packaging. • define the flow of food
Discuss whether your cost of sales • explain the importance of
KITCHEN managing food cast
is above or below plan and by how
MANAGER
much. Ask your trainee to think • access eRS
about why that number is high, low, • find and interpret the cost of
or on target with where it should sales on the PnL – Recap report
be.
SERVICE
MANAGER Ask your trainee what they would
say if they were to review this with
their Kitchen Manager.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
USAGE
INTRODUCE VALIDATE
To learn what you need to TRAINER
LINE
know about usage and why Confirm that the trainee can:
it’s important, access Avocado
Academy and watch: • Define usage
• Recite the usage formula
Food Management – Part 1 > Usage
• Complete a rough calculation of
CASH usage for a food item over the
SHADOW
course of a shift
TRAINER
Provide a real-life example of the
usage formula over the course of
DIGITAL your shift by calculating usage for
these items: barbacoa, pinto beans,
and hot salsa.

Count your inventory in the walk-in

PREP at the beginning of the shift.

At the end of shift, account for

any deliveries or transfers that
occurred during the shift and
GRILL subtract the ending inventory. Then
calculate your usage for those
three items. Write it down and
save your usage for these items
to compare them to the usage
CERTIFIED numbers your trainee will calculate
TRAINER
in the perform section.

PERFORM
KITCHEN TRAINEE
MANAGER On a different shift, calculate the
usage for barbacoa, pinto beans,
and hot salsa on your own by
doing an inventory count of those
SERVICE three items at the beginning of
MANAGER the day, then another inventory
count at the end of your shift. Be
sure to account for deliveries and
transfers.
APPRENTICE
With your trainer, compare the
usage from this shift to the
previous calculation you did
with your trainer. Are the usage
GENERAL numbers the same or different? If
MANAGER they were different, why?
ORIENTATION
INVENTORY
INTRODUCE with your trainer. Your trainer will
To learn what you need to know hold the inventory count sheet.
LINE
about inventories and why they’re Your job will be to call out items on
important, access Avocado the shelf and to move from left to
Academy and watch: right. Your trainer will copy down
and record the counts exactly as
Food Management – Part 1 > you mention them.
Inventories
CASH
TRAINER
SHADOW As you copy down inventory
TRAINER counts, make sure your trainee
Complete a CI Inventory at the end is counting inventory exactly the
DIGITAL of the day with your trainee. way you count them. There can be
no discrepancy between the way
Complete a Full Inventory at the members of the manager team
end of the week. count inventory or else your usage
numbers will become inaccurate.
For each inventory, reinforce the
PREP
shelf to sheet method. Give your
trainee the sheet, and you should VALIDATE
count inventory starting at the top- TRAINER
left shelf, moving from left to right. Your trainee will conduct a CI and
GRILL Full Inventory on their own. Verify
TRAINEE they are using the shelf to sheet
You will complete a CI inventory method and that their counts
and a Full inventory with your are accurate and identical to the
trainer. Your trainer will start with way you would have counted so
CERTIFIED items on the shelf and call them all inventory counts are done the
TRAINER out to you. You will find those same way and produce the same
items on the inventory sheet numbers.
and record them exactly as they
are mentioned. Pay attention to Your trainee should be able to
KITCHEN recite all Critical Items.
the way your trainer is counting
MANAGER
because you will switch places in
the next step.

SERVICE PERFORM
MANAGER TRAINEE
Complete a CI Inventory at the end
of the day with your trainer.

Complete a Full Inventory at the

APPRENTICE
end of the week.

For each inventory, switch places

GENERAL
MANAGER
ORIENTATION
DELIVERIES
INTRODUCE PERFORM
To learn what you need to know TRAINER
LINE
about deliveries and why they’re Have your trainee put away a food
important access Avocado order. You do not have to physically
Academy and watch: put it away with them, and you
Food Management – Part 1 > may assign some crew members to
Deliveries assist. Have your trainee take the
CASH lead, but step in if you notice they
WILL CALL POLICY miss a step or get stuck.
Occasionally, restaurants near
distribution centers will ask to pick TRAINEE
up items directly at the distribution Take the lead in putting away the
DIGITAL food order. Your trainer may have
center. Chipotle only permits
such requests, known as “will call some team members help you, so
orders,” for dry, non-perishable feel free to delegate some tasks to
items, such as bowls or cups—never them, but be sure all steps of the
for perishable food items. If a process are completed accurately
PREP
distribution center does not allow and thoroughly. Your trainer will be
for will-call pickups of any items, available to help if you get stuck or
we must abide by their policy. in case you miss a step.

GRILL SHADOW VALIDATE

TRAINER TRAINER
You will put a food order away with Confirm that your trainee:
your trainee. Keep your Trainer’s • Knows all steps in processing a
CERTIFIED Guide open during this part and delivery
TRAINER use the Introduce section on
• Can explain how deliveries can
inspecting, counting, scanning,
have an impact on food safety
storing, correcting, and logging
and quality
deliveries to make sure the food
KITCHEN order is put away correctly and • Can explain how deliveries can
MANAGER thoroughly. Have your trainee read have an impact on usage
off each of these bullet points so • Knows what to do when a
they retain knowledge better. delivery does not match the food
order
SERVICE TRAINEE
MANAGER • Knows how to respond when
With your trainer, put away a food
food of unacceptable quality is
order. When you do, read off the
delivered
bullet points in the Trainer’s Guide
for inspecting, counting, scanning,
APPRENTICE storing, correcting, and logging
deliveries.

GENERAL
MANAGER
ORIENTATION
TRANSFERS
INTRODUCE VALIDATE
To learn what you need to know TRAINER
LINE
about transfers and why they’re Confirm that your trainee:
important, access Avocado
Academy and watch: • Knows that transfers are
inefficient, costly, and should be
Food Management – Part 1 > infrequent
Transfers
CASH • Knows the impact transfers can
have on your usage
SHADOW
• Knows who is allowed to
TRAINER physically transfer food out of
Demonstrate to your trainee how the restaurant and who is not
DIGITAL to log into eRS and transfer food
out to another restaurant. Then • Can use eRS to transfer food
demonstrate how to receive food to another restaurant and can
from a restaurant. receive food from another
restaurant
PREP
PERFORM
TRAINER
Your trainee may not have the
opportunity to perform a transfer.
GRILL Transfers should be infrequent.
Instead, ask your trainee to
simulate a transfer as a drill. For
example, quiz your trainee by
asking, “What would you do if a
CERTIFIED
TRAINER restaurant called us and asked for
two cases of steak.” Your trainee
should respond first by checking
to see that they have enough to
KITCHEN spare. If so, they should go on to
MANAGER explain that the transfer needs to
be entered into eRS. Have your
trainee demonstrate this step,
stopping just before submitting the
SERVICE transfer. Have them do the same
MANAGER thing for receiving two cases of
steak.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CREDITS
INTRODUCE VALIDATE
To learn what you need to know TRAINER
LINE
about credits and why they’re Confirm that your trainee knows
important, access Avocado how to respond to a delivery that
Academy and watch: has issues with the quality or
Food Management – Part 1 > quantity of food. Confirm that your
Credits trainee can log the credit.
CASH

SHADOW
TRAINER
Demonstrate how to enter a
DIGITAL credit into eRS and how to log
a credit using then FQRSMobile
app on your Traceability Scanner.
Practice entering mock credits
using FQRSMobile, but stop before
PREP posting it. For instructions, you
may go to ChipLinks > Food > ERS
Support Site > Credits/Returns.

FQRSMoblie on the Traceability

GRILL Scanner simplifies the process of
submitting food quality reports,
requesting credits, and identifying/
resolving recurring issues with
CERTIFIED suppliers and distribution centers.
TRAINER
PERFORM
TRAINEE
Enter a credit into eRS and enter
KITCHEN
a credit into the FQRS. If you do
MANAGER
not have an actual credit to enter,
practice logging onto the site and
entering a mock credit, but stop
before posting it. For assistance,
SERVICE
MANAGER you may go to ChipLinks > Food >
ERS Support Site for instructions.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
UPT
INTRODUCE $1,000 in sales, your UPT tells you
To learn what you need to how much chicken you’ll need to
LINE
know about UPT, also known as cook from the end of dinner until
usage per thousand, and why close.
it’s important, access Avocado
Academy and watch: PERFORM
Food Management – Part 2 > TRAINEE
CASH Usage Per Thousand Find your UPT in eRS the following
Monday after numbers have been
SHADOW updated in the system.

TRAINER Review the UPT numbers with

DIGITAL Demonstrate for your trainee how your trainer. Specifically, highlight
to find your UPT in eRS. the UPT for white rice, brown rice,
black beans, pinto beans, tomatillo-
Find this in eRS by accessing green chili salsa, and tomatillo-red
the Ingredient Usage per $1,000 chili salsa. Using the UPT numbers,
PREP report, which is updated every explain to your trainer how much
Monday morning. Log into eRS, and of each you would need if you
on the toolbar at the top, select expected to sell $1,000 of food.
Reports > Ingredient Usage per What about $10,000 of food?
$1,000. Then, on the next screen, Finally, using the UPT numbers,
GRILL select your restaurant and then explain to your trainer which is
select Generate PDF. Print out the more popular: white or brown rice,
first page of the report to review black or pinto beans, and green or
with your trainee. When you are red salsa.
CERTIFIED done, it’s a good idea to keep this
TRAINER with your Cooking to Needs Tool.
VALIDATE
With your trainee, highlight the TRAINER
UPT for all Critical Items. Ask your Confirm that your trainee
trainee the following questions: understands what UPT stands
KITCHEN
MANAGER What is the UPT for chicken? What for and why it is a useful number
does this number mean? to know. Your trainee should be
able to apply the UPT numbers to
How could knowing the UPT for answer basic questions such as,
SERVICE chicken help your restaurant? how much of a certain ingredient
MANAGER will I need if I sell an extra $1,000
Help your trainee understand that
of food.
the UPT for chicken represents
the amount of chicken you could Confirm that your trainee
expect to use for every $1,000 understands how to access the
APPRENTICE in sales. Knowing this number UPT numbers in eRS.
can help you estimate how much
chicken you will need. For example,
if you know that after dinner peak,
GENERAL you typically generate another
MANAGER
ORIENTATION
NEEDS
INTRODUCE PERFORM
To learn what you need to TRAINEE
LINE
know about needs, and why UPT number update every Monday.
it’s important, access Avocado Using new, updated UPT numbers,
Academy and watch: update the Cooking the Needs Tool,
Food Management – Part 2 > then review it with your trainer.
Needs After that, lead a discussion with
CASH your KM, Grill, and Grill 2 before
Food Management – Part 2 > the restaurant opens.
Formula Quiz
TRAINER
SHADOW Observe your trainee as they
DIGITAL update the Cooking to Needs
TRAINER
Tool and review it with the KM,
Using your UPT Report from eRS,
Grill, and Grill 2 before service. Be
demonstrate how to complete the
available to answer any questions
Cooking to Needs Tool found on
if necessary.
PREP Chip Links > Training > Resources
> Cooking to Needs Tool. The tool
combines your UPT with projected VALIDATE
hourly sales to calculate how much TRAINER
food Grill and Grill 2 should cook Confirm that your trainee can:
GRILL for each hour of the day. Detailed
• Define Needs
instructions for weekly and daily
use of the CTN Tool can be found • Calculate Needs for a given food
within the tool itself (labeled item
CERTIFIED “Weekly Instructions” and “Shift • Fill out the Cooking to Needs Tool
TRAINER Instructions”).
• Share a Cooking to Needs Tool
Then, with your trainer, explain the with the team to provide the
Cooking to Needs Tool to your KM, right amount of food for every
Grill and Grill 2 positions. Coach hour of the day
KITCHEN
MANAGER
them how to use the tool to make
sure they have the right amount of
food for all hours of the day. After
the shift, review the Cooking to
SERVICE Needs Tool with your Trainee, KM,
MANAGER Grill, and Grill 2 to gather feedback
and make adjustments if necessary.

APPRENTICE

GENERAL
MANAGER
ORIENTATION
FOOD ORDERS
INTRODUCE
To learn what you need to know
LINE
about food orders and why
they’re important, access Avocado
Academy and watch:

Food Management – Part 2 >

Forecasting
CASH
Food Management – Part 2 >
Ordering

SHADOW
DIGITAL
TRAINER
Demonstrate how to place a food
order in eRS. Before you place your
food order, your sales projections
PREP must be entered first. Make sure
you have entered those as well.

PERFORM
TRAINEE
GRILL
Place a food order in eRS. Make
sure that you have accurate sales
projections first. Work with your
trainer if you have questions or if
CERTIFIED you get stuck. For example, if you
TRAINER think any sales projections need to
be altered, it’s a good idea to run it
by your trainer before placing the
order.
KITCHEN
MANAGER
VALIDATE
TRAINER
Confirm that your trainee can:
SERVICE
MANAGER • Enter sales projections into eRS
• Explain what an order horizon is
and can accurately determine the
order horizon whenever placing a
APPRENTICE food order
• Place a food order

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION
WASTE SHEET
INTRODUCE
To learn what you need to know
LINE
about the waste sheet and why
it’s important, access Avocado
Academy and watch:

Food Management – Part 2 > Waste

CASH
SHADOW
TRAINER
Demonstrate how to print a blank
waste sheet. Over the course of
DIGITAL the day, notify your trainee when
you are making notes on the waste
sheet so they know when certain
things need to be accounted for. For
example, if you drop a steak burrito
PREP and have to make another one, let
your trainee know you are going to
mark it on the waste sheet before
accounting for it.
GRILL At the end of the day, demonstrate
how you enter waste into eRS.

PERFORM
CERTIFIED TRAINEE
TRAINER Print a blank waste sheet. During
your shift, make sure that wasted
food is accounted for on the waste
sheet.
KITCHEN
MANAGER At the end of the day, enter the
wasted food into eRS. Your trainer
will be available in case you get
stuck or if you have any questions.
SERVICE
MANAGER
VALIDATE
TRAINER
Confirm that your trainee:
APPRENTICE • Knows how to print a blank waste
sheet
• Knows what counts as wasted
food and what does not
GENERAL • Knows how to enter waste at the
MANAGER
end of the shift
ORIENTATION
HARVEST PROGRAM
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE The Harvest Program is our food donation program where we partner with
local non-profits to provide leftover food that is used to create meals for
those in need. Before donating, refer to the Reheating Procedures on recipe
cards for all food that can be reheated and served, which includes every hot
item except for rice and steak.
CASH
Your restaurant has a specific food donation charity partner. If you lose the
contact information for your charity or you don’t know who your charity
partner is, you can enter a ticket in ServiceChannel and you will be sent the
information.
DIGITAL
You should have a schedule for a consistent pick up three days each week
with your designated charity contact. This will prevent having to call and
coordinate the day of donation. If your charity stops coming to pick up on
your agreed-upon schedule, please enter a ServiceChannel ticket. The Food
PREP Donation Connection team will try to pair you with a new charity as quickly
as possible and will notify you once they have done so.

ITEMS YOU CAN DONATE

» Chicken » Sofritas » White Rice (Plain
GRILL and Mixed)*
» Barbacoa » Pinto beans
» Steak » Black beans » Brown Rice (Plain
and Mixed*
» Chorizo » Tomato/Corn salsa
CERTIFIED » Carnitas » Cooked chips
TRAINER

PREPARING FOOD FOR DONATION

When closing the front line or digital make line, or whenever you have
KITCHEN surplus food, be sure to:
MANAGER
• Pull the food from the line, weigh it and record it on the waste sheet.
• Place the food for donation into separate 2” shallow hotel pans, cover with
basket liners and place in the walk-in to cool, following CCP procedures.
SERVICE
MANAGER • For food that can be held overnight, reheat the food the next morning and
determine if it meets the high standards for service. If the food doesn’t
meet Chipotle’s high standards, donate it:
» Cool the food to 70°F within 2 hours of being placed in the walk-in and
APPRENTICE then to 41°F or below within the next 4 hours (6 hours total). Be sure to
flatten rice to cool.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION HARVEST PROGRAM CONTINUED

» Set up your Harvest Program tools (food donation bags, tape sealer/
twist ties, scale, pen).
Transfer the cooled food into donation bags. Do not combine
LINE
different food items in the same bag. If you are low on bags, enter a
ServiceChannel ticket and more will be sent to you.
» Weigh the donation bag and fill out the label with your restaurant
number, the name of the food item, its weight in pounds, and the date
CASH the food was cooked or prepared (yesterday’s date if not reheated,
today’s date if reheated).
» Squeeze as much air out of the bag as possible, then use the tape
sealer or twist ties to close the bag.
DIGITAL » Place the bag into a 2” shallow hotel pan or a perf pan and place in the
walk-in.

LOGGING YOUR DONATIONS

Be sure to log ALL your donations. This is the ONLY way to track your
PREP donations. It is also the only way to receive the financial benefit to your
PnL.
The night before or on pick-up days, gather all the food and follow these
steps to log the donation:

GRILL • Go to ServiceChannel like you’re entering a ticket: BOH – Food Donation

– Donation – Need a Pickup.
• Follow the link to the Harvest Program eLog and directions provided
Make sure the food is bagged, ready, and that the Harvest Program eLog
CERTIFIED has been completed online by the time the volunteer from your charity
TRAINER arrives. When the volunteer returns to the agency, they will verify the
pickup and sign the eLog. If the donation volunteer doesn’t show up, please
enter the ServiceChannel ticket immediately. Remember to throw away
food more than 72 hours (3 days) old. If you have any questions on the
KITCHEN Harvest Program, please feel free to call the Harvest Support Center at
MANAGER
1.800.831.8161. Remember, try not to have too much surplus food. If you’re
finding that you have too much food leftover, review the Cooking to Needs
Tool and practice using it with your team.
SERVICE WHY IS IT IMPORTANT?
MANAGER Although we always want to reduce food waste by cooking small batches
and keeping food as fresh as possible, if there is surplus food that has
been properly cooled, this is a great way to help someone in need in your
community.
APPRENTICE
All food donated to the Harvest Program results in a tax credit to your PnL.
The credit will be applied to your Other Controllables line.

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION HARVEST PROGRAM CONTINUED

SHADOW
TRAINER
LINE Share the information of your Food Donation Charity partner with your
trainee. If you do not know who your partner is or if your partner has
stopped coming to pick up on your agreed upon schedule, enter a ticket in
ServiceChannel to get your partner’s information or to be paired with a new
partner.
CASH
Prepare a food donation with your trainee. Have your trainee read the steps
in the “Preparing for Food Donation” section above while you complete the
steps.

DIGITAL Then demonstrate how to donate the food to the partner when the partner
arrives for pickup.

After that, log the donation in ServiceChannel.

PREP PERFORM
TRAINEE
Prepare a food donation with your trainer. Your trainer will read the steps
aloud while you get the food ready to donate. Donate the food to the
partner and then log the donation in ServiceChannel.
GRILL

VALIDATE
TRAINER
Confirm that the trainee:
CERTIFIED
TRAINER • Knows the donation partner and the scheduled dates for donation
pick-up

• Knows what can be donated and what cannot

KITCHEN
MANAGER
• Understands how to prepare a food donation

• Can log a food donation in ServiceChannel

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
CI VARIANCE
INTRODUCE Work your way through these
Part of the role of the Apprentice questions, and look to address
LINE
is to achieve your annual cash issues that appear early in the flow
flow plan by attaining food targets of food before addressing issues
while controlling expenses. In other that appear towards the end.
words, it’s to manage your food
Then determine what you will do to
cost.
address the issue.
CASH The fundamental measurement
we use to manage food cost is PERFORM
variance. If you have a positive
TRAINEE
variance, it means you are using
Check your variance in eRS and
more food than you should have, so
DIGITAL review variances with your CI
you will want to get your variance
Inventory with your trainer. Then,
as close to zero as possible.
using the Flow of Food Worksheet,
To learn more about what you need diagnose what the cause of the
to know about food orders and why variance might be. Finally, come up
PREP with a plan to address the issue.
they’re important, access Avocado
Academy and watch:
VALIDATE
Food Management – Part 3 >
Variance TRAINER
GRILL Confirm that your trainee:
Food Management – Part 3 >
Diagnosing Variance • Knows the formula for
calculating variance
Food Management – Part 3 >
• Is able to pull the Actual-
CERTIFIED Fixing Variance
TRAINER
Theoretical Food Costs report in
eRS and interpret the results
SHADOW
• Can access and use the Flow
TRAINER of Food Worksheet to diagnose
KITCHEN Demonstrate how to check your variance
MANAGER variance in eRS. Pull your Actual-
• Understands the correlation
Theoretical Food Costs report
between likely causes of variance
for your Critical Items Inventory
and the flow of food
and review it with your trainee.
SERVICE Highlight which items had the • Is able to plan and implement
MANAGER highest variance from the day solutions to variance issues
before and how much it cost. Then
ask your trainee why they think the
variance is so high and what we
APPRENTICE can do about it.

Use the Flow of Food worksheet

to diagnose the possible cause
of variance. This can be found on
GENERAL ChipLinks > Food > eRS Support
MANAGER Site > Flow of Food Worksheet.
ORIENTATION
STOCK RECOVERIES
INTRODUCE inventory from your DC.
We have very high standards
LINE
for food quality and safety.
HANDLING OUT OF STOCK ITEMS
Occasionally we find out that a
If a stock recovery causes your
food or packaging item doesn’t
restaurant to be out of stock of
meet those high standards. When
an item, communicate this to
they don’t, we rely on you to take
everyone on your team. Your SM
CASH action to remove the item(s) from
will need to post signage. Your
your restaurant. This is called a
crew will need to tell guests. In
stock recovery.
the meantime, you may need to
The objectives of a stock recovery contact the DC.
are to:
DIGITAL Before calling the DC, determine
• Keep crew and guests safe the following to help the DC better
• Locate affected item(s) as quickly manage replacement orders and
as possible special deliveries:

PREP • Stop use of the affected item(s) • Can I wait until my next
• Remove the item(s) from the scheduled delivery to receive
restaurant replacement of the affected
item(s)?
• Can I borrow from another
GRILL RESPONDING TO STOCK RECOVERIES restaurant and transfer it back
For most stock recoveries, your after my next delivery?
restaurant will receive an email
from Communications or a phone
call from the QA/Food Safety team, • What date and/or time do I
CERTIFIED absolutely need the special
TRAINER your DC, or your Field Leader. If
you do: delivery to avoid an outage?

1. Follow the instructions for the

WHY IS IT IMPORTANT?
KITCHEN stock recovery. Part of the
Stock recoveries need to be
MANAGER instructions includes sharing
the information with your team conducted quickly and accurately
so they’re aware. to make sure that affected
item(s) are removed from the
restaurant as soon as possible so
SERVICE 2. Hold the item(s) for the DC to your restaurant, crew and guests
MANAGER pick up or to dispose of the are safe. The longer we take to
item(s). respond, the more people the food
item will affect
3. Report your affected inventory
APPRENTICE and replacement needs to
the DC as soon as possible
to facilitate replacement and
credit.
GENERAL
MANAGER 4. Wait for delivery of replacement
Continued on the next page ¬
ORIENTATION STOCK RECOVERIES CONTINUED

SHADOW
TRAINER
LINE Hopefully you will not have to handle a stock recovery during training. If
there is a stock recovery, please deal with it immediately and do not wait to
use it as an opportunity for training.

Review the sample email below and demonstrate how you would follow the
CASH steps with your trainee:

Hi Managers,

***SAMPLE - FOR TRAINING PURPOSES ONLY ***

DIGITAL
EFFECTIVE IMMEDIATELY – Please check ALL cases of Chicken for the following Use Thru
Dates:

6/22/16, 6/23/16, 6/24/16, and 6/25/16

PREP If you find any whole or partial cases of these UTDs of chicken:

• Immediately discard them

• Discard all chicken you have cooked on the line
• Discard all chicken you have marinated in your walk in and reach in coolers
GRILL
• Enter a Food Quality Report and contact your distribution center for credit
• All chicken MUST be discarded. It CANNOT be donated to the Harvest program
If you have GNP chicken with any other UTD, or from another supplier, you may continue
CERTIFIED to prepare and serve it as normal.
TRAINER
If this stock recovery will cause your restaurant to be out of stock of chicken:

• Post the attached OUTAGE POP at tortilla in the metal frame

KITCHEN • Contact your distribution center for replacement delivery of chicken

MANAGER • Contact any guests that order chicken with an online order to see what they would like
instead
• If guests have any questions, simply let them know that we are experiencing an
unexpected supply shortage
SERVICE
MANAGER » Always feel free to direct guests to the “Talk to Us” section of www.Chipotle.com
and the guests service team will be happy to help answer any more questions
If you have any questions, please work with your Field Leader or email
QA@chipotle.com.
APPRENTICE
Thank you!

Affected Restaurants Serviced By:

ALL RESTAURANTS
GENERAL
MANAGER ***SAMPLE - FOR TRAINING PURPOSES ONLY ***
Continued on the next page ¬
ORIENTATION STOCK RECOVERIES CONTINUED

PERFORM
TRAINEE
LINE Hopefully, you will not have to deal
with a stock recovery. To simulate
a stock recovery, your trainer will
ask you to respond to a sample
stock recovery e-mail. Treat this
CASH experience like a fire drill. Without
affecting the guest experience
or service in the restaurant, walk
through the steps you would need
to execute to perform the stock
DIGITAL recovery.

TRAINER
If there is a stock recovery, please
deal with it immediately. Do
PREP
not use it as an opportunity for
training if it means it will affect the
speed and urgency with which you
can respond.
GRILL Because you may not have to
deal with a stock recovery during
training, you’ll want to simulate a
stock recovery with your trainee.
CERTIFIED To do this, show the sample stock
TRAINER recovery email from the trainer’s
guide and ask your trainee to
respond as if they just saw this
arrive in the BOH computer email
KITCHEN inbox.
MANAGER
VALIDATE
TRAINER
SERVICE Confirm that the trainee:
MANAGER
• Understands what a stock
recovery is and why it’s so
important to respond to them
quickly
APPRENTICE
• Can follow the instructions in the
sample stock recovery message

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION
PNL
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? As the Apprentice, you’ll be in
PnL FORMULA charge of part of the business
LINE
culture in your restaurant including
To maintain the strong business management of sales and cash
model, you need to track all of the flow. By understanding and being
money you make (sales) and all of responsible for the business
CASH the money you spend (expenses). culture, you’re helping maintain
To do this, you’ll make what’s called the strong business model and
a Profit and Loss statement, or allowing the company to continue
PnL. The PnL takes all of the sales to source quality ingredients and
and subtracts all of the expenses. support its people.
DIGITAL The amount that’s remaining is
either a profit or a loss: The PnL has a lot of information
Sales - Expenses = Profit or Loss
on it. Focusing on line items over
which you have the greatest
PnL EXAMPLE control will increase the impact you
PREP If you have more sales than have on the business.
expenses, you have a profit:
SHADOW
$10,000 - $5,000 = $5,000
TRAINER
Sales - Expenses = Profit Using a copy of the PnL – Recap,
GRILL
If you have more expenses than select and highlight the following
sales, you have a loss: parts of the PnL with your trainee:
Sales, Cost of Sales, Manager and
$10,000 - $15,000 = ($5,000) Crew Labor, Maintenance and
CERTIFIED Sales - Expenses = Loss Repair, Kitchen Supplies
TRAINER
There are five areas of the PnL Within these five areas, point out
that are most important because to your trainee where you are
they have the largest impact on meeting your plan and where you
your Cash Flow, and they are the are not meeting your plan. Be sure
KITCHEN
MANAGER areas where you have the most to point out how these numbers
control. Those five areas are: compare to the prior month and
• Sales the prior year so you have an idea
of how you are trending.
SERVICE • Cost of Sales
MANAGER • Manager and Crew Labor Complete the PnL – Recap Activity
• Maintenance and Repair
• Kitchen Supplies

APPRENTICE
Now, learn more about the PnL
by accessing the courses on the
Avocado Academy:

Leading a Successful Business

GENERAL
Understanding the PnL: Part 1 & 2
MANAGER
Continued on the next page ¬
ORIENTATION PNL CONTINUED

PERFORM
TRAINEE
LINE Using the same copy of the PnL –
Recap, find the areas where you
are meeting your plan and where
you are not meeting your plan in
the year-to-date (YTD) columns on
CASH the far right. How do the areas of
opportunity differ from what your
trainer identified in the month-to-
date (MTD) columns? Remember,
some months you’ll spend more
DIGITAL and some months you’ll spend less.
It’s the YTD that can let you know
if monthly variances are averaging
out over the course of the year.
PREP Focus on one area where you have
the biggest opportunity and work
with your trainer to come up with
some ideas that can move this area
in the right direction.
GRILL

VALIDATE
TRAINER
Confirm that your trainee:
CERTIFIED
TRAINER • Can access and understand the
restaurant PnL
• Can use the PnL to identify areas
of opportunity for the restaurant
KITCHEN
MANAGER • Can identify the five areas of the
PnL over which we can have the
greatest impact on cash flow
• Knows the difference between
SERVICE and the importance of the MTD
MANAGER
and YTD columns
• Understands what variance
on the PnL means (not to be
confused with CI Variance)
APPRENTICE

GENERAL
MANAGER
ORIENTATION
COST OF SALES
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE Cost of sales is a term that refers Using a PnL – Recap report from
to the cost of the item you sell to last month, focus on the cost of
your guest. For example, if you sales.
sell a soda, the cost of sales would
• Locate the cost of sales line.
be the cost of the cup, the lid, the
CASH straw, the ice, and the soda goes • Determine whether your MTD
in it. Things like labor, rent, and cost of sales met plan or did not
utilities aren’t included in cost of meet plan and by how much.
sales because there isn’t a direct • Determine whether or not you
cost to you every time you sell an improved from the same month
DIGITAL entrée. in the prior year.
With your trainer, discuss what you
WHY IS IT IMPORTANT?
believe are the main drivers behind
Cost of sales makes up the largest
this number and its variance to
portion of your spending. The
PREP plan.
amount you spend on food and
paper can easily exceed $1 million
each year. Controlling cost of sales VALIDATE
has a large impact on your cash TRAINER
flow. Confirm that your trainee:
GRILL
• Understands the concept of Cost
SHADOW
of Sales and why it’s important.
TRAINER
• Can locate the Cost of Sales on
CERTIFIED Print out two PnL – Recap reports:
the PnL and identify trends.
TRAINER one for last month, and one for the
month before that. Demonstrate
a few things on the PnL – Recap
from two months ago before your
KITCHEN trainee performs it on the more
MANAGER recent report from last month.

• Locate the cost of sales line.

• Determine whether your MTD
SERVICE cost of sales met plan or did not
MANAGER meet plan and by how much.
• Determine whether or not you
improved from the same month
in the prior year.
APPRENTICE

GENERAL
MANAGER
ORIENTATION
BUILDING SALES
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE The best thing you can do to build sales is consistently provide an excellent
guest experience. If you start with that, you can accelerate building sales by
doing the following:

1. Valuing your guests: When you value your guests, you build trust,
CASH loyalty, and connection and you get them to come more frequently.

2. Partnering with your guests: When you partner with your guests, you
reach out to new people in your neighborhood and you get them to
discover your restaurant.
DIGITAL

PROVIDE AN EXCELLENT
GUEST EXPERIENCE
(FOOD, FEEL, FLOW)

PREP

GUESTS BRING IN THEIR FRIENDS GUESTS WILL COME BACK

GRILL

PARTNER WITH GUESTS USING: VALUE GUESTS WITH:

• FUNDRAISERS • MANAGER COMPS
CERTIFIED • PROMO DAYS • SURPRISE AND DELIGHT
TRAINER • 45-DAY BOGOS • DOING THE RIGHT THING

KITCHEN
GUESTS COME
MANAGER MORE OFTEN

Learn more by watching the Building Your Sales Course on Avocado

Academy
SERVICE
MANAGER
VALUING YOUR GUESTS
You can show your guests that you value them by:

• Showing appreciation: Tell them directly by saying thank you

APPRENTICE
• Give our guests something we know they will love — FREE FOOD: Most
of our guests are not expecting this from us, so when we give it to them,
it comes to them as a special and memorable surprise. It has the power to
make an occasional guest a life-long regular.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION BUILDING SALES CONTINUED

USING MANAGER COMP

You are not the only person who can use a manager comp to wow a guest
by giving away food for free. Your cashiers can do it too. They can run a
LINE
manager comp without a manager swipe, but they will need you to sign off
on the receipt. But first, make sure that you have a conversation with them
to explain how to do it, why we do it, and why it’s important.

A few tips for making the most of your manager comp include:
CASH
• Use it for first-time guests. It makes quite a first impression.

• Use it for loyal guests. It shows that you recognize and appreciate their
business.
DIGITAL

• Tell them why you are giving them something for free. If you don’t, the
guest could be confused or expect something for free every visit.

PREP • Use it to make an excellent experience even more excellent.

• Keep manager comps under control. Do not exceed your budget.

GRILL • Do not use manager comp to give free food to friends and family. Chances
are they know about us already and love it as much as you do.

PARTNERING WITH YOUR GUESTS

CERTIFIED We have very effective marketing tools that give you an opportunity to reach
TRAINER
out and build strong relationships with your community to grow your sales.
This may include offering a fundraiser for a local school, or treating team
members at a nearby hospital to buy-one-get-one (BOGO) burritos for a day.
KITCHEN
MANAGER But don’t forget, no amount of sales building can ever replace a bad
guest experience. You need to have excellent food, flow, and feel in your
restaurant in order to create an excellent guest experience. If you do not,
your guests will not want to come back.
SERVICE
MANAGER
The Restaurant Marketing Guide is a resource for you to reference the
many ways you and your team can build sales in your restaurant. It includes
details on how we value our guests and partner with them to grow the
APPRENTICE business, and much more.

Take some time to explore the guide. You can find it by going onto Avocado
Academy. You’ll notice that the guide covers a lot of information, so focus
on a few of the ways it walks us through how to partner with guests.
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION BUILDING SALES CONTINUED

WHY IS IT IMPORTANT? Complete the Knowing Your

Building sales helps us grow Neighborhood Activity
LINE
Chipotle to open new restaurants
Then, attempt to partner with
that provide more opportunities for
a guest by asking if they may
our people.
be interested in setting up a
Sales building is the best fundraiser or a promo day. It is
measurement we have that we likely you can connect better with
CASH are providing an excellent guest guests if you know the business
experience. drivers in the area.

Access Restaurant Marketing

SHADOW Manager to review upcoming
DIGITAL TRAINER marketing events.
Demonstrate how to value guests
by offering a manager comp to a VALIDATE
regular guest and showing them
TRAINEE
you appreciate their business.
PREP Confirm that your trainee:
Demonstrate how to partner with
• Knows how an excellent guest
guests. Perform a table touch
experience plays into sales
and let a guest know about our
building.
fundraiser program or talk to a
GRILL regular about setting up a promo • Understands how to value and
day with their office. Access partner with our guests using
restaurant marketing manager and manager comps and marketing
review upcoming fundraisers and events.
CERTIFIED promo days. • Can access restaurant marketing
TRAINER manager to view upcoming
PERFORM marketing events.
TRAINEE
Over the course of a shift, surprise
KITCHEN
and delight a few guests using
MANAGER
manager comps. Show the guests
that you value them by offering a
sincere thank you and offering a
manager comp to brighten their
SERVICE
MANAGER day.

Partnering with your guests

requires a knowledge of the
neighborhood, and some
APPRENTICE understanding of how to interact
with guests in the dining room.

GENERAL
MANAGER
ORIENTATION
SMG GUEST EXPERIENCE PLATFORM
INTRODUCE • Select “View All Comments”
WHAT DO YOU NEED TO KNOW? to see all open-ended guest
Service Management Group (SMG) feedback for your restaurant
LINE
is our guest experience platform Favorite reports
used to view your guests’ survey
results to better understand your • Access frequently used reports
restaurant’s overall satisfaction on the measure that matters
CASH and dig deeper into opportunities. most

To access SMG go to ChipLinks > • See updated data each time

Reports > SMG Reports you login

Once on the platform you will see • Click “edit” to opt-in to get
DIGITAL favorite reports in your inbox
the sections below. Each section
can be expanded to view all data:
A few best practices are:
Dashboard Gauge
• On a daily basis:
PREP • Visual tool that displays
how you and your teams » Read comments and
are performing on Overall communicate with team
Satisfaction, In-Person, and members on highs and lows
Digital » Recognize the team members
GRILL providing excellent service
• For example: if you were to
compare your OSAT and your • On a weekly basis:
goal, the gauge would show you
where your actual OSAT stands » Review your restaurant’s
CERTIFIED in relation to your overall goal performance for focus
TRAINER measures
How do I compare?
» Gauge improvements you and
• See your restaurant’s current your team have made
KITCHEN performance compared to the
previous month » Post positive comments
MANAGER
• Understand how your scores » Remind team members of
compare to your region action steps
• On a monthly basis:
SERVICE • Select “View All Measurements”
MANAGER to see comparison on more » Review and post monthly
measurements performance reports
What are people saying? » Collaborate with your team on
APPRENTICE • See comments from guests with action steps
the exact date and time of their » Share best practices with your
comment and visit team
• See the date and time
GENERAL associated with each comment
MANAGER
Continued on the next page ¬
ORIENTATION SMG GUEST EXPERIENCE PLATFORM CONTINUED

For more information and step- answer any questions and provide
by-step videos, visit the Videos feedback.
LINE
section of SMG.
VALIDATE
WHY IS IT IMPORTANT?
TRAINER
Everything you do is for your
With your trainer, go through each
guests. You want to ensure that
section. Explain what the data
CASH every guest has an excellent
means and how you will use the
experience.
data to make improvements. It
If a guest has a less than excellent should feel like you are training the
experience at your restaurant, you trainer.
want to know about it so that you
DIGITAL
can make it better. TRAINEE
Verify that your trainee has an
SHADOW understanding of each section,
what the data means, and
TRAINER
PREP how to use the data to make
Show the trainee how to complete improvements.
the following:

• Log on to SMG and review

each section and what the data
GRILL means.

• Watch the step-by-step videos

in the Videos section.

CERTIFIED • Go over best practices.

TRAINER
TRAINEE
Observe your trainer going through
each section and video. Ask any
KITCHEN questions you have.
MANAGER
PERFORM
TRAINEE
With your trainer’s supervision,
SERVICE
MANAGER complete the following:

• Log on to SMG and review

each section and what the data
means.
APPRENTICE
• Review best practices.

TRAINER
Observe your trainee going
GENERAL through each section. As needed,
MANAGER
ORIENTATION
DIGITAL MAKE LINE BUSINESS
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE The digital make line is a powerful Implement improvements on the
part of your business. It’s like digital make line to improve sales
running a Chipotle within a and see how much of an impact
Chipotle. The restaurants that build you can make. Start with improving
up this part of their business see a order accuracy and timing. This
CASH dramatic increase in sales in part may require some hands-on
because of the growing adoption training with your TOS and possibly
of mobile ordering and pickup for working the digital make line
many of our guests. during peak to help implement
some changes.
DIGITAL Remember that your best
marketing tool is an excellent guest
VALIDATE
experience, and that starts with
digital make line orders that are TRAINER
completed accurately and on time. Confirm that the trainee:
PREP
Accuracy and timeliness are the • Understands the value that the
two most common complaints digital make line can bring to the
guests have about ordering business
through the digital make line, so • Has experience observing a
GRILL work with your Digital Specialist digital make line with higher
to develop habits that keep these volume
from being problems that turn
• Can implement best practices to
away our guests.
build sales on the digital make
CERTIFIED line
WHY IS IT IMPORTANT?
TRAINER
The digital make line is one of • Knows the importance of
the fastest growing parts of our accuracy and timeliness on the
business. If you are not executing digital make to building sales
effectively on the digital make line,
KITCHEN
MANAGER you are losing out on valuable sales
opportunities.

SHADOW
SERVICE TRAINEE
MANAGER
Complete the Digital Make Line
Business Observation Activity

Share your findings with your

APPRENTICE fellow managers and Digital
Specialists.

GENERAL
MANAGER
ORIENTATION
INVOICES
INTRODUCE 2. Hold: Select this if you have
WHAT DO YOU NEED TO KNOW? questions or concerns about
the invoice. When you place an
LINE You learned the importance of
invoice on hold, you will have 10
managing your food orders and
days to resolve the issue with
verifying the accuracy of the order, the vendor. You can reach out
the invoice, and the delivery. The to the vendor, speak with your
same discipline is required when GM, Field Leader, or Facilities
CASH you begin to do the same thing for Specialist, or send an email to
work orders like knife sharpening, workflow.admin@chipotle.com
window washing, and facility repair. to help. After 10 days, Oracle
Cloud will send you another
Since those invoices come from
request to accept or reject
DIGITAL lots of different vendors, it can be the invoice based on what you
a challenge to keep track of all of learned in the past 10 days.
them. That’s why we have Oracle
Cloud. Oracle Cloud is a system 3. Reject: Select this only after
that will help you manage, monitor, placing the invoice on hold and
PREP and pay for work from other receiving a valid confirmation
vendors. of the rejection from the
vendor. If possible, provide as
When orders are delivered or work much backup as you can in the
is completed at your restaurant, rejection notes, specifically a
GRILL you will often receive an invoice contact name at the vendor
on the spot. If you do, check the who can confirm rejection.
invoice so you can be sure you are WHY IS IT IMPORTANT?
being charged for exactly what you It’s up to you to track and monitor
ordered. After you verify that you all invoices that come in to your
CERTIFIED
TRAINER
have been charged appropriately, restaurant and make sure you are
store the invoice in a safe location. getting exactly what you paid for.
You will need to refer back to it So when you approve invoices, and
later to approve payment for it. see something new or unfamiliar,
KITCHEN A few days after you receive your be curious. It never hurts to ask,
MANAGER and you could be saving your
items, Oracle Cloud will send an
email asking you to follow up on restaurant a lot of money.
the payment. You can do one of
three things: SHADOW
SERVICE
MANAGER TRAINER
1. Approve: Select this if you can Demonstrate how to access Oracle
verify that you were charged
Cloud and how to approve, hold,
appropriately. If you select
and reject invoices.
approve, your restaurant will
APPRENTICE automatically pay the company
for the amount on the invoice.
The cost will appear on your
PnL

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION INVOICES CONTINUED

PERFORM
TRAINEE
LINE Use Oracle Cloud to approve an
invoice. If you think you need to
hold or reject an invoice, talk to
your trainer before attempting the
action.
CASH
VALIDATE
TRAINER
Confirm that your trainee can
DIGITAL process invoices using Oracle Cloud
and understand the importance of
making sure your business is being
charged appropriately.

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
TUNDRA ORDERS
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE We order kitchen supplies and Log in to Tundra and complete the
equipment from Tundra. order for the month. Before placing
the order, confirm with your
To cut down on the potentially trainer and GM/R that everything
high and wasteful costs of shipping that needs to be ordered for the
CASH items to our stores, we try to limit restaurant for the month has been
our Tundra orders to once a month. included.
Team collaboration on one
Tundra order placed with routine VALIDATE
frequency can cut down on orders. TRAINER
DIGITAL
Thoughtful ordering and careful Confirm that your trainee:
maintenance and management of
our kitchen supplies can reduce the • Knows that kitchen supplies are
need for expedited shipping. ordered through Tundra
PREP • Understands your restaurant’s
Dear Diary has a section during
system for collaborating on
each month where every manager
orders to reduce the number of
can list kitchen supplies to order
orders each month and reduce
through Tundra.
the need for expedited shipping
GRILL
WHY IS IT IMPORTANT? • Can access Tundra and place an
Kitchen supplies are a part of the order
PnL that you have a lot of control
over, and they’re a line item that, if
CERTIFIED properly managed, is easy to keep
TRAINER in line with budget and plan.

SHADOW

KITCHEN TRAINER
MANAGER Share the system in the restaurant
for gathering all kitchen supplies
needs from managers before
placing the order.
SERVICE
MANAGER
Demonstrate how to access Tundra
and order one or two materials.
Then, log out to give your trainee a
chance to log in and complete the
order.
APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION
LINEN ORDERS
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? Linens, like any other delivery, are
LINE Linens (dish towels, aprons, etc.) an expense that you must monitor
are automatically shipped to you. for accuracy. Running out of linens
because you are using too many
The amount of linens you receive or not receiving enough will affect
depends on your sales. food safety and the cleanliness of
CASH the restaurant.
If you feel like you’re not receiving
enough linens, follow these steps
to update your restaurant’s order: SHADOW
TRAINER
1. Depending on who your linen Review an invoice for a linen order.
DIGITAL vendor is, either search for the Go over ordering and contact
“Cintas Inventory Change Form” information for the vendor as well
or “Unifirst Inventory Change as delivery volume and frequency.
Form” on ChipLinks and fill out Review any measures the
the form
PREP restaurant has in place to control
2. Confirm the amount of items the number of linens used.
required to be changed and
have your FL sign and date the PERFORM
form TRAINEE
GRILL
3. Email the signed form to Verify that the most recent order
chipotle@cintas.com or received the quantity of linens
chipotleinventory@unifirst.com promised on the order.

CERTIFIED Changes made to your ordering VALIDATE

TRAINER will be reflected on your following
TRAINEE
weeks delivery.
Confirm that the trainee can verify
When your order arrives, make a linen order and can contact the
KITCHEN sure you’re receiving the number linen vendor if there is an issue.
MANAGER of linens listed on the invoice. Just
like a food order, you must make
sure that you’re receiving what you
pay for. If the shipment you receive
SERVICE doesn’t match the quantity listed
MANAGER on the invoice, contact your linen
vendor to let them know.

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION
ALCOHOL ORDERS
INTRODUCE
WHAT DO YOU NEED TO KNOW?
LINE Alcohol ordering differs from restaurant to restaurant. Some restaurants
go through one or more distributors that vary from region to region. Other
restaurants may not serve alcohol at all.

ENTERING ALCOHOL INVENTORY

CASH PREPARING TO LOG AN ORDER
2

DIGITAL

PREP 1. Log into your inventory system

2. Select ‘Food Management’

3. Select ‘Log an Invoice’

GRILL
5 4

CERTIFIED
TRAINER

4. Select ‘Alcohol Vendor’

KITCHEN
MANAGER 5. Select ‘Add Delivery’

SERVICE
MANAGER
6
7

APPRENTICE

6. Enter Date

7. Enter Invoice Number

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION
ALCOHOL ORDERS CONTINUED
LOGGING A TEQUILA & TRIPLE SEC ORDER
1

LINE

2
3

CASH

Tequila is entered as either regular or Premium, not combined.

1. Enter Regular Tequila quantity

DIGITAL 2. Enter premium (Patron) quantity

3. Enter tripe Sec quantity

LOGGING A BEER ORDER

PREP
1

2
GRILL

Beer is entered as either Regular or Premium and each kind of beer should
be entered on it’s own line.

CERTIFIED 1. Enter Regular Beer quantity with each kind of beer on it’s own line (ex.
TRAINER Bud Light on line 1; Coors Light on line 2)

2. Enter Premium Beer quantity with each kind of beer on it’s own line (ex.
Corona on line 1; Corona Light on line 2)
KITCHEN
MANAGER
POSTING AN ORDER
1 2

SERVICE 4
3
MANAGER

If you have any delivery or tax charges:

1. Enter ‘1’ under ‘Quantity Shipped’

APPRENTICE
2. Enter the dollar amount under ‘Unit Price’

3. Select ‘Save’

GENERAL 4. Select ‘Post’

MANAGER
Continued on the next page ¬
ORIENTATION
ALCOHOL ORDERS CONTINUED
ADDING LIQUOR & BEER TO THE FULL INVENTORY COUNT

LINE

CASH

DIGITAL

PREP

1. Enter Regular Tequila quantity

2. Enter Premium Tequila quantity

GRILL 3. Enter Triple Sec quantity

4. Add the total number of all Regular Beer bottles

5. Enter the Regular Beer total, by case or bottle

CERTIFIED
TRAINER 6. Add the total number of all Premium Beer bottles

7. Enter to Premium Beer total, by case or bottle

8. Continue your Full Inventory Count as you normally do - no additional

KITCHEN changes
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION
ALCOHOL ORDERS CONTINUED
VARIANCES DURING TRANSITION
FIRST INVENTORY COUNT
LINE Your alcohol variances will be slightly off but will correct after 2 inventory
periods.

CASH

• All previous alcohol items plus 5 new alcohol items will be on your
DIGITAL Actual-Theoretical Food Cost Report

• The 5 new items (66550-66554) will show large negative variance

quantities caused by no beginning inventory or received amount

PREP • Theoretical usage on the old items will be inaccurate

• Theoretical usage on the new items will match the POS

SECOND INVENTORY COUNT

GRILL

CERTIFIED
TRAINER
• Actual usage and variance quantity will be accurate

• Unit costs and % variance will not generate until a delivery has been
entered into eRS
KITCHEN
MANAGER WHY IS IT IMPORTANT?
Alcohol is an add-on beverage that can increase sales. It is, however, tightly
controlled and monitored by rules that are unique to many restaurants.
Following alcohol controls will help you avoid unnecessary penalties and
SERVICE fines.
MANAGER

APPRENTICE

GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION
ALCOHOL ORDERS CONTINUED
SHADOW
TRAINER
LINE Review alcohol vendor and
procedures for ordering alcohol.
Demonstrate how to place the
order and understand your
variances.
CASH
PERFORM
TRAINEE
Place an order for alcohol. Review
DIGITAL the order with your trainer before
finalizing.

VALIDATE
TRAINER
PREP
Confirm that your trainee knows
how to place an order for alcohol
and understands the variances.

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
LICENSING BOARD
INTRODUCE • Renewals/invoices for license and
permit fees
WHAT DO YOU NEED TO KNOW?
LINE Your restaurant’s licensing board • Renewal paperwork from the city,
displays all of the licenses and county or state
operating permits from your city, • Tickets or fines
county, and state that are required to • Liquor violations
be open for business. The AP makes
CASH WHY IS IT IMPORTANT?
sure all permits are up to date so the
restaurant isn’t fined. Any costs associated with a license
fee or violation fine would hit your
Any costs associated with a license store’s PnL above the Profits After
fee or violation fine would hit your Controllable – PAC line.
DIGITAL
store’s PnL above the Profits After
Controllable – PAC line. SHADOW

The licensing board includes: TRAINER

Together with your trainer, review
PREP • Food/Health License (except DC) your license board and write down
• Sales and Use Tax License (except all of your licenses along with their
expiration dates. For any licenses
OR & MT)
nearing their expiration date, track
Business License (except OH, CT,
when you contacted Licensing.
GRILL NY, VT, ID, IA, NE & TX)
• Liquor License (if you sell PERFORM
margaritas and/or beer)
TRAINEE
• Any other licenses, depending on Copy down licenses and expiration
CERTIFIED your state
TRAINER
dates into the system your
Throughout your training and as an restaurant uses to keep track
AP, you’ll need to: and set reminders for all expiring
licenses. If possible, contact
KITCHEN • Check your license board once licensing@chipotle.com to update
MANAGER a month. If any of your licenses any that are expiring.
or permits are nearing their
expiration date, email licensing@ VALIDATE
chipotle.com right away. Your TRAINER
SERVICE board should only have current Confirm that your trainee:
MANAGER licenses and permits posted
unless instructed otherwise. • Knows where the licensing board
is and what licenses need to be
• Check your mailbox on a regular posted
basis. All licenses and permits are
APPRENTICE • Understands the consequences
sent via regular mail.
for not having licenses up to date
Immediately scan and email any of
• Knows who to contact to update
the following to licensing@chipotle.
licenses or to share information
GENERAL
com as soon as your restaurant about renewals, fines, and
MANAGER receives them: violations
ORIENTATION
ENVYSION
INTRODUCE PERFORM
WHAT DO YOU NEED TO KNOW? TRAINEE
LINE • Every restaurant has cameras Log into Envysion and look at your
placed in the FOH, BOH, and cameras. Pull three clips from the
office recording every minute of past week of dates and times given
the day. to you by your trainer.
• The cameras stream live on the
CASH TRAINER
monitor in your office and are
Be there to support them as they
also accessible through a website
have any questions or issues. Give
called Envysion.
them three dates and times to pull
• Access Envysion by going to footage from the past week.
DIGITAL ChipLinks > Business > Tools and
clicking on the Envysion button.
VALIDATE
• Your restaurant has a shared
TRAINEE
username and password for
Log into Envysion and look at your
logging into Envysion.
PREP cameras. Pull three new clips from
WHY IS IT IMPORTANT? the past week of dates and times
• The cameras in your restaurant that you determine.
help make sure your crew, guests
and restaurant are safe at all TRAINER
GRILL times. Watch the trainee as they access
Envysion. Make sure they know
• Cameras are a good deterrent
your restaurant’s username and
for theft, but the footage can be
password. Validate that they can
used if a crime ever does occur.
pull clips on their own for any date
CERTIFIED
• The footage is primarily used or time needed.
TRAINER
while evaluating your restaurant
through audits.

SHADOW
KITCHEN
MANAGER TRAINER
Log into Envysion and share the
username and password with
the trainee. Show them all of the
SERVICE cameras in the restaurant so they
MANAGER can see them live. Also show them
how to pull clips from the past.

TRAINEE
APPRENTICE Watch your trainer log in to
Envysion and follow them as they
review the website with you.

GENERAL
MANAGER
ORIENTATION
CASH AUDITS
INTRODUCE that means that cash handling
WHAT DO YOU NEED TO KNOW? systems are in place. If you
LINE • Cash audits help you monitor score a 4-5, that means that
transactions and cash drawer cash handling systems are not
counts. They ensure that all consistently in place. If you score
of the money you think your a 6 or more, that means that
restaurant has is actually there cash handling systems are not in
CASH or notify you if any money is place.
missing. • The SSR team at the Columbus
• Cash audits are completed Accounting Center also conducts
by an Apprentice, GM, or remote cash handling audits once
Restaurateur only. If your a quarter. The team will reach
DIGITAL out to you when they’re auditing
restaurant has an Apprentice
and a GM/Restaurateur, the GM/ your restaurant.
Restaurateur must complete at • If you ever suspect any theft
least one audit in the month. or aren’t sure if what you see
PREP • Cash audits are completed on an Envysion clip is within
twice a month. The first review policy or not, reach out to your
must be completed between the Field Leader. If you still have
1st and the 14th of the month. questions, contact the SSR
The second review must be team at SSRremoteauditteam@
GRILL completed between the 15th and chipotle.com.
the last day of the month. WHY IS IT IMPORTANT?
• A cash audit consists of three • Cash audits help us maintain our
parts: DCR Review, Video business model and detect any
CERTIFIED Verification Review & Cashier actual or suspected theft.
TRAINER Talk, and Middle of Shift
Cash Drawer Count. The full SHADOW
instructions for each part of the TRAINER
audit can be found in the back of Review the entire Cash Handling
KITCHEN
Dear Diary. section of Dear Diary with the
MANAGER
• The online portion of the audit is trainee and answer any questions
accessible by going to ChipLinks they have. Then show them how to
> Business > Tools and clicking on do a cash audit from start to finish,
SERVICE the SSR Audit Food Safety Ops & while they read the instructions
MANAGER Cash button. from Dear Diary to you.
• An audit summary is sent to
your restaurant and Field Leader
as soon as it’s completed. It
APPRENTICE includes your final score, which
is based on a point system. One
point is assessed for each type
of violation, so your goal is to
score a 0. If you score a 0-3,
GENERAL
MANAGER
Continued on the next page ¬
ORIENTATION CASH AUDITS CONTINUED

TRAINEE
Read the entire Cash Handling
LINE
section of Dear Diary with your
trainer. Ask any questions you have
so you make sure you understand
everything before they do a cash
audit. When you’re comfortable,
CASH have them show you how to do
a cash audit from start to finish,
while you read the instructions
from Dear Diary to them. As
they’re doing their audit, ask any
DIGITAL questions you have.

PERFORM
TRAINEE
PREP Perform a cash audit. Ask your
trainer any questions you have.

TRAINER
Be there to support the trainee
GRILL as they perform a cash audit,
answering any questions they have.

VALIDATE
CERTIFIED TRAINEE
TRAINER Perform a cash audit on your own.

TRAINER
Watch the trainee as they perform
KITCHEN a cash audit. Make sure they are
MANAGER following all of the steps and
procedures and logging everything
correctly into the audit tool.

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
OPS AUDITS
INTRODUCE them take notes on what you find.
WHAT DO YOU NEED TO KNOW? Then enter everything on the BOH
LINE • Ops audits help you measure how computer while they watch.
your restaurant is performing.
TRAINEE
• Ops audits are completed by an Walk through the Ops audit
Apprentice, GM, or Restaurateur tool with your trainer. Ask any
only. questions you have about the tool.
CASH
• Ops audits are completed once a When you’re comfortable, have
month. your trainer show you how to do an
• An Ops audit is broken down into Ops audit from start to finish, while
three sections: Food, Feel, and you read the audit questions to
DIGITAL Flow. All of the questions are in them. As she’s doing the audit, take
the audit tool. notes on everything you find. Read
the answers to them as they enter
• The audit tool is accessible by the audit on the BOH computer.
going to ChipLinks > Business
PREP > Tools and clicking on the SSR
PERFORM
Audit Food Safety Ops & Cash
button. TRAINEE
Print off a copy of the audit.
• An audit summary is sent to your
Perform it and then enter your
restaurant and Field Leader as
GRILL results into the BOH computer.
soon as it’s completed. It includes
Ask your trainer any questions you
your final score, which is broken
have.
down like the grading system
from school. There are 5 scores:
TRAINER
CERTIFIED A = 90-100 points, B = 80-89
Be there to support the trainee
TRAINER points, C = 70-79 points, D = 60-
as they perform an Ops audit and
69 points, F = 59 or lower.
enter it into the BOH computer,
• Ops audits are also conducted answering any questions they have.
regularly by your Field Leader.
KITCHEN
MANAGER WHY IS IT IMPORTANT? VALIDATE
• Ops audits allow you to look at TRAINEE
your restaurant’s operations with Perform an Ops audit on your own.
a critical eye and identify any
SERVICE opportunities. TRAINER
MANAGER Watch the trainee as they perform
SHADOW an Ops audit. Make sure they are
TRAINER answering all of the questions and
Review the Ops audit tool with the logging everything correctly into
APPRENTICE trainee and answer any questions the audit tool.
they have. Print out a copy of the
audit, then perform an Ops audit
from start to finish, while they read
GENERAL the Ops audit out loud to you. Have
MANAGER
Continued on the next page ¬
ORIENTATION
FOOD SAFETY AUDITS
INTRODUCE WHY IS IT IMPORTANT?
WHAT DO YOU NEED TO KNOW? • Food Safety audits ensure your
LINE • Food Safety audits help you entire team is making the safety
measure how your restaurant of our guests and fellow team
is performing when it comes to members their number one
Food Safety. priority.

• Ops and Food Safety audits can SHADOW

CASH be done together, or a Food
TRAINER
Safety audit can be done on its
Review the Food Safety audit tool
own.
with the trainee and answer any
• Food Safety audits are completed questions they have. Print out a
DIGITAL by a Field Leader twice a copy of the audit, then perform
month. The first review must a Food Safety audit from start to
be completed between the 1st finish, while they read the Food
and the 14th of the month. Safety audit out loud to you. Have
The second review must be them take notes on what you find.
PREP completed between the 15th and Then enter everything on the BOH
the last day of the month. computer while they watch.
• Food Safety audits can also be
completed by an Apprentice, TRAINEE
GM, or Restaurateur at any Walk through the Food Safety
GRILL
time. They’re not mandatory audit tool with your trainer. Ask
but are a good way to help you any questions you have about the
measure how your restaurant tool. When you’re comfortable,
is performing when it comes to have your trainer show you how to
CERTIFIED Food Safety. do a Food Safety audit from start
TRAINER to finish, while you read the audit
• A Food Safety audit is broken
questions to them. As they’re doing
down into 11 questions dealing
the audit, take notes on everything
with important parts of Food
you find. Read the answers to them
KITCHEN Safety. All of the questions are in
as they enter the audit on the BOH
MANAGER the audit tool.
computer.
• The audit tool is accessible by
going to ChipLinks > Business
PERFORM
> Tools and clicking on the SSR
SERVICE Audit Food Safety Ops & Cash TRAINEE
MANAGER button. Print off a copy of the audit. Perform
it and then enter your results into
• An audit summary is sent to your
the BOH computer. Ask your trainer
restaurant and Field Leader as
any questions you have.
soon as it’s completed. It includes
APPRENTICE your final score, which is broken
down like the grading system
from school. There are 5 scores:
A = 90-100 points, B = 80-89
GENERAL points, C = 70-79 points, D = 60-
MANAGER 69 points, F = 59 or lower.
Continued on the next page ¬
ORIENTATION FOOD SAFETY AUDITS CONTINUED

TRAINER
Be there to support the trainee
LINE
as they perform a Food Safety
audit and enters it into the BOH
computer, answering any questions
they have.

CASH VALIDATE
TRAINEE
Perform a Food Safety audit on
your own.
DIGITAL
TRAINER
Watch the trainee as they perform
a Food Safety audit. Make sure
they are answering all of the
PREP questions and logging everything
correctly into the audit tool.

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
ALARM PASSWORDS
INTRODUCE 1-800-289-2647, press “4” and
WHAT DO YOU NEED TO KNOW? your new manager will give
LINE Chipotle salaried managers are Tyco your restaurant number,
responsible for ensuring that their temporary color passcode
every manager has a unique – and then Tyco will give that
alarm code and that codes are manager their own alarm code.
terminated if a manager no For example: “My name is Susie
CASH longer works at your restaurant Smith and I am a new manager at
or for Chipotle. This means that Chipotle number 0073. My color
our Restaurateurs, GMs, and code is blue, and I need to get my
Apprentices are empowered to alarm panel code.”
set up and terminate alarm codes TERMINATING AN ALARM CODE
DIGITAL for their Service Managers and It’s your responsibility to
Kitchen Managers in their home immediately terminate the
restaurants. alarm code for any manager
who is terminated (voluntarily or
SETTING UP AN ALARM CODE
PREP involuntarily), on a leave of absence,
When you have a new manager, or has transferred to another
such as a newly promoted KM, a restaurant.
manager who transfers to your
restaurant, a temporarily borrowed • Call the Tyco Service Center at
manager, or a newly hired manager, 1-800-289-2647
GRILL
you need to set them up with their • Press “4,” ‘to make data
own alarm code right away. Here’s changes,’ then press “1” to
how to do this: confirm that you are a Tyco
Customer.
CERTIFIED • Call the Tyco Service Center at
TRAINER 1-800-289-2647 • Tell them your name, your
• Press “4,” “to make data restaurant number, your code and
changes,” then press “1” to the name of the manager whose
confirm that you are a Tyco code you want to terminate – and
KITCHEN Customer. that will take care of it. Also, this
MANAGER is a good time to ask Tyco for the
• Tell them your name, your names of any other managers at
restaurant number and your your restaurant who have a code
unique code, and that you want and to terminate any codes that
a color code for a new manager.
SERVICE should not be in use: it is now your
For example: “My name is Jose
MANAGER responsibility to make sure that
Garcia with Chipotle, and I’m the only current managers have codes.
GM at restaurant number 0073. I
need to request a color code for » Example: “My name is Jose
a new manager. My code is 1234.” Garcia with Chipotle, and I’m
APPRENTICE the GM at Restaurant number
• Give them your new manager’s
0073. My code is 1234. I need
name and Tyco will give you a
to delete the alarm code
temporary color passcode for
for Susie Smith effectively
your manager, for example blue.
GENERAL
immediately”
MANAGER
• End the call and immediately
have your new manager call Continued on the next page ¬
ORIENTATION ALARM PASSWORDS CONTINUED

IF YOU NEED SERVICE WHY IS IT IMPORTANT?

If your alarm system is not working Managing our alarms and alarm
LINE
right – for example – if you are codes keeps our teams and our
getting an error message when you restaurants safe from theft.
attempt to set your alarm:
SHADOW
• Please make a request for
service using ServiceChannel. TRAINER
CASH To do this, go to the Chip Links Do a simulation with your trainee.
page, and click on the Business You pretend to be the Tyco Service
Tab, and scroll down to the Center and have the trainee “call
ServiceChannel link. you” to set up a new manager with
a code. When you trainee calls, ask
DIGITAL • If you find that Tyco is not
for the name of the name of the
responsive, or if you need
new manager and provide a color
immediate assistance, send an
code. When you “hang up,” let your
e-mail to SSRalarms@chipotle.
trainee know this is when they
com.
PREP would ask the trainee to call the
WHEN YOU HAVE A FALSE ALARM Tyco Service Center.
Sometimes you might not get out
Do another simulation for
of the restaurant fast enough at
terminating a team member.
night when you close and you will
GRILL set off the alarm. If this happens, Finally, simulate what to do when
go back into the restaurant, disarm there is a false alarm.
your alarm, and rearm it before
you leave again. Doing this right PERFORM
away will save your restaurant,
CERTIFIED TRAINEE
TRAINER
Tyco, and the police unnecessary
trouble and will avoid us getting Call the Tyco Service Center and
fined for a false alarm. ask for the names of all managers
at your restaurant who have a
CAUTION code and terminate any codes that
KITCHEN
Make sure that you keep your code should not be in use.
MANAGER
private – don’t share it with anyone,
and when you are making calls VALIDATE
to Tyco, do so in your office, by TRAINER
SERVICE yourself. For security reasons, it is Confirm that your trainee:
MANAGER important that these codes are not
shared or overheard. • Can set up and terminate an
alarm code
If you have any questions about
• Knows who to contact if the
how to manage your alarm
APPRENTICE alarm needs service
system or if you need an alarm
code, contact SSR by emailing • Knows what to do in the event of
SSRalarms@chipotle.com. a false alarm

GENERAL
MANAGER
ORIENTATION
SAFE COMBINATIONS
INTRODUCE 4. If valid, you will hear a double
WHAT DO YOU NEED TO KNOW? beep. If invalid, you will hear a
LINE While Service Managers and triple deep (this indicates that
above have access to the safe, the the old combination is till valid
Apprentice or GM is responsible for and was not changed)
changing the safe combination at Your combination is now changed.
the following times: If you made a mistake, wait 30
CASH seconds and start the process over.
• On the 1st day of each month
Test the combination several times
• Whenever a manager leaves before closing the safe.
(for example, is terminated
voluntarily or involuntarily, AMSEC
DIGITAL With the safe door open perform
or on a leave of absence, or
transfers to another Chipotle) the following:

• After a borrowed manager from 1. Press “C”, then #

another Chipotle has been in 2. Enter your existing six-digit
PREP the restaurant and has had combination, then #
access to the safe 3. Enter your new six-digit
• Any other time necessary (for combination, then # two times
example, when you have an Your combination is now changed.
GRILL emergency closure of your If you made a mistake, wait 30
restaurant) seconds and start the process over.

The Apprentice or GM is then Test the combination several times

responsible for sharing the new before closing the safe.
CERTIFIED safe combination with all Service
TRAINER SG
Managers and above. With the safe door open perform
There are 4 types of safes in our the following:
restaurants. To change the safe 1. Enter 74*
KITCHEN combination, follow the steps for
MANAGER 2. Enter your existing six-digit
your restaurant’s safe.
combination (you will hear 5
BLUE DOT quick beeps)
With the safe door open perform 3. Enter 1, then *
SERVICE the following:
MANAGER
4. Enter the new six-digit
1. Enter “0” six times combination, then # (you will
hear 3 beeps)
2. Enter your existing six-digit
combination Your combination is now changed.
If you made a mistake, wait 30
APPRENTICE 3. Enter your new six-digit seconds and start the process over.
combination two times in a row
Test the combination several times
before closing the safe.
GENERAL
MANAGER
ORIENTATION SAFE COMBINATIONS CONTINUED

SECURAM VALIDATE
With the safe door open perform TRAINER
LINE
the following: Confirm that your trainee:
1. Enter “0” six times (you will • Can change the safe
hear a double beep) combination
2. Enter your existing six-digit • Knows when to change the safe
CASH combination (you will hear a combination
double beep) • Knows how to share the new
3. Enter your new six-digit safe combination and who to
combination (you will hear a share it with
double beep)
DIGITAL
4. Enter your new six-digit
combination again (you will
hear a double beep)
Your combination is now changed.
PREP If you made a mistake, wait 30
seconds and start the process over.
Test the combination several times
before closing the safe.
GRILL WHY IS IT IMPORTANT?
Managing our safe combinations
keeps our teams and our
restaurants safe from theft
CERTIFIED
TRAINER SHADOW
TRAINER
Do a simulation of changing the
safe combination with your trainee
KITCHEN
MANAGER PERFORM
TRAINEE
On the 1st of the next month,
change the safe combination and
SERVICE
MANAGER
share the new combination with all
Service Managers and above

APPRENTICE

GENERAL
MANAGER
ORIENTATION
COMPLIANCE TRAINING
WHAT DO YOU NEED TO KNOW?
• Compliance training is not required for all restaurants. Check with your
LINE
trainer to see if it is required for you and which courses you need to take.

WHY IS IT IMPORTANT?
• Depending on your location, some courses may be legally required and
we always want to be in compliance.

CASH
Take the compliance training on Avocado Academy.

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER
ORIENTATION
GENERAL MANAGER INDEX
General Manager training in development. Please stay tuned for more
information. Thanks for your patience!
LINE

CASH

DIGITAL

PREP

GRILL

CERTIFIED
TRAINER

KITCHEN
MANAGER

SERVICE
MANAGER

APPRENTICE

GENERAL
MANAGER