1.

0 INTRODUCTION
1.1

History Of Kenny Rogers Roasters

Kenny Rogers Roasters is a chicken restaurant that was founded by country

musician which is Kenny Rogers and former Kentucky governor John Y.
Brown Jr., the owner of Kentucky Fried Chicken(KFC) from 1964 to 1971.
The menu is originally more focus on wood-fire rotisserie chicken.
In 1991, Kenny Rogers ventured into the fast food business and co-founded
Kenny Rogers Roasters with Former KFC Owner John Y. Brown, Jr. By 1995,
the menu had expanded to include turkey, ribs and various of side dishes, and
the chain had grown to over 350 restaurants, including locations in Canada,
the Middle East, and Asia. At our country, Berjaya Roasters (M) Sdn. Bhd. is
the franchise holder for Kenny Rogers Roasters in Malaysia. The company is
under the main company which is Berjaya Group Berhad. The headquarter of
Kenny Rogers Roasters is located at Berjaya Times Square,Jalan Inbi, Kuala
Lumpur.
Kenny Rogers Roasters is basically a mid-casual dining restaurant with roast
chicken as its main menu and accompanied with variety of rich and delicious
of hot and side dishes. This is include with Kennys famous home-made
muffin, soup, salads, pasta, desserts and also variety of beverages such as iceblend, fruit juice, tea and coffee. Al of these food and drinks will be served to
the guest in a friendly and comfortab
1.2

Business Background

Name of the business

Business address

: Kenny Rogers Roasters #57 Suria Sabah

: LOT B-73,LOWER GROUND FLOOR ,
SURIA SABAH SHOPPING MALL,
JALAN TUN FUAD STEPHEN,
88000 KOTA KINABALU, SABAH .

Correspondence address

: LOT B-73,LOWER GROUND FLOOR ,

SURIA SABAH SHOPPING MALL,
JALAN TUN FUAD STEPHEN,

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88000 KOTA KINABALU, SABAH .

Website address
Telephone Number

:www.kennyrogersroasters.com
: 088-447212

Form of business
Business Hour
Operation Hour
Bank Number
Name Of Bank

: Company
:10.00 a.m until 10.00 p.m
:8.30 a.m until 11.30 p.m
16285309185
Maybank

1.3

Kenny Rogers Roasters Vision

Total Guest Satisfaction (TGS) beyond comparison, by doing the right
things, in the right way, for the right reasons, by all the members of the
KRR team.

1.4

Mission Statement
To establish Kenny Rogers Roasters as the leading and preferred midcasual rotisserie chicken restaurant in Malaysia without compromising
our principle and values.

1.5

Guiding Principles
At Kenny Rogers Roasters, we have several principles that we need to
follow. The principles are:1. Provide a great work environment and treat each other with respect
and dignity.
2. Apply the highest standards of excellence from purchasing,
preparation to delivery of products.
3. Offer affordable, fresh, wholesome and nutritional food.
4. Provide enthusiastic hospitality in a pleasant ambience.
5. Recognize that profitability is essential to our future success.

1.6

Core Value

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There are several values that we at Kenny Rogers Roasters must have
in each other. These core value are:1. Teamwork towards winning and success.
2. Passion for everything we do.
3. Integrity in everything we do.
4. Embrace Empathy
5. Have Fun.

1.7

Kenny Rogers Roasters Logo & Trademark.

Kenny Rogers Roasters is a restaurant that focusing on healthy and delicious food to
be served to their guest. The trademark Less Fat, Less Salt, Less Calories is really
suitable with the restaurant goal which is to be the leading and preferred mid-casual
rotisserie chicken restaurant in Malaysia without compromising the restaurant
principle and values. By serving healthy and delicious food to the guest, Kenny
Rogers Roasters play on important role in the community because all things started
with the food. Today, people are concern on their health status, on that KRR food is
the best for them because its Less fat, Less salt, Less calories.

Figure 1.1 Kenny Rogers Roasters Logo & Trademark

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AREA MANAGER
ASSISTANTS MANAGEROPERATION
MANAGER
MANAGER
IN
CHARGE
SIR JASON
CHUA
TRAINING
ASSISTANT
ZAIDEEN
MISS
JANE
WONG
RASHIMAH
PARMUSU
MANAGER
MALYDA

1.8

TRAINING ASSISTANT
ASSISTANTS MANAGER
MANAGER
LEONEL
HERMAN

Organizational Chart

ARE

4|Page

SUPERVISIOR
SITI NORAINI

Figure 1.2 organization chart

1.9

Business Location

This restaurant is located at Suria Sabah shopping mall, at address LOT B-73,
LOWER GROUND FLOOR, SURIA SABAH SHOPPING MALL. Their choose this
place because it near with tourist attraction which is JESSELTON POINT
WATERFRONT. Other than that, their have choose suria sabah mall because suria
sabah is the popular destination for shopping in kota kinabalu sabah

Figure 1.3 Suria Sabah Mall

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1.10

Restaurant Floor Plan

Every restaurant has their own floor plan that show overall plan of the
restaurant including the front of the house and back of the house. At Kenny
Rogers Roasters #57 Suria Sabah mall dining area, there are actually three
section in the restaurant which is section A, Section B, and Section C.

Figure 1.4 Restaurant Floor Plan

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1.11Certificate of HALAL
Kenny Rogers Roasters restaurant have their own halal certificates that
approved by Jabatan Kemajuan Islam Malaysia (JAKIM). This is to ensure
that customers who come to eat in this restaurant will be assured that the food
served in here is halal. Majority customer who come to eat here are Malay
and Muslim customers, so there will not be any doubt at all about the
restaurant halal status.

Figure 1.5 Certificate of Halal from JAKIM

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2.0

TRAINING SCHEDULE
NAME : MOHD SHAHZILIN BIN BASIRIN
ID : 26710
DATE
27/10/2014
28/10/2014
29/10/2014
30/10/2014
1/11/2014
2/11/2014
3/11/2014
4/11/2014
5/11/2014
6/11/2014
7/11/2014
8/11/2014
9/11/2014
10/11/2014
11/11/2014
12/11/2014
13/11/2014
14/11/2014
15/11/2014
16/11/2014
17/11/2014
18/11/2014
19/11/2014
20/11/2014
21/11/2014
22/11/2014
23/11/2014
24/11/2014
25/11/2014
26/11/2014
27/11/2014
28/11/2014
29/11/2014
30/11/2014
1/12/2014
2/12/2014
3/12/2014
4/12/2014
5/12/2014

TIME
10.30-6.30
10.00-6.00
1.00-9.00
1.00-9.00
12.00-8.00
12.00-8.00
RD
12.00-8.00
12.00-1.00
3.00-11.00
12.00-8.00
1.00-9.00
1.00-9.00
3.00-11.00
3.00-11.00
3.00-11.00
RD
8.30-4.30
8.30-4.30
8.30-4.30
8.30-4.30
8.30-4.30
3.00-11.00
12.00-8.00
RD
3.00-11.00
12.00-8.00
3.00-11.00
12.00-8.00
10.00-6.00
3.00-11.00
1.00-9.00
8.30-4.30
3.00-11.00
1.00-9.00
12.00-8.00
8.30-4.30
10.00-6.00
RD

RESTAURANT:#57
POSITION
SERVER
SERVER
SERVER
SERVER
SERVER
SERVER
RD
HOSTTES
HOSTTES
SERVER
SERVER
SERVER
SERVER
FRONTLINE
FRONTLINE
FRONTLINE
RD
FRONTLINE
FRONTLINE
FRONTLINE
FRONTLINE
FRONTLINE
FRONTLINE
SERVER
RD
SERVER
SERVER
SERVER
HOSTTES
SERVER
FRONTLINE
SERVER
FRONTLINE
SERVER
SERVER
SERVER
FRONTLINE
SERVER
RD

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6/12/2014
7/12/2014
8/12/2014
9/12/2014
10/12/2014
11/12/2014
12/12/2014
13/12/2014
14/12/2014
15/12/2014
16/12/2014
17/12/2014
18/12/2014
19/12/2014
20/12/2014
21/12/2014
22/12/2014
23/12/2014
24/12/2014
25/12/2014
26/12/2014
27/12/2014
28/12/2014
29/12/2014
30/12/2014
31/12/2014
1/1/2015
2/1/2015
3/1/2015
4/1/2015
5/1/2015
6/1/2015
7/1/2015
8/1/2015
9/1/2015
10/1/2015
11/1/2015
12/1/2015
13/1/2015
14/1/2015
15/1/2015
16/1/2015
17/1/2015
18/1/2015
19/1/2015
20/1/2015
21/1/2015
22/1/2015
23/1/2015
24/1/2015
25/1/2015

3.00-11.00
2.00-10.00
10.00-6.00
8.30-4.30
3.00-11.00
3.00-11.00
RD
12.00-8.00
1.00-9.00
2.00-10.00
12.00-8.00
10.00-6.00
10.00-6.00
RD
3.00-11.00
3.00-11.00
3.00-11.00
3.00-11.00
12.00-8.00
PUBLIC HOLIDAY
RD
10.00-6.00
10.00-6.00
12.00-8.00
3.00-11.00
1.00-9.00
PUBLIC HOLIDAY
RD
8.30-4.30
12.00-8.00
1.00-9.00
12.00-8.00
8.30-4.30
8.30.4.30
RD
3.00-11.00
3.00-11.00
12.00-8.00
12.00-8.00
10.00-6.00
10.00-6.00
RD
2.00-10.00
3.00-11.00
2.00-10.00
3.00-11.00
12.00-8.00
8.30-4.30
RD
12.00-8.00
12.00-8.00

FRONTLINE
SERVER
SERVER
FRONTLINE
SERVER
SERVER
RD
SERVER
FRONTLINE
SERVER
SERVER
SERVER
HOSTTES
RD
FRONTLINE
SERVER
FRONTLINE
SERVER
SERVER
PUBLIC HOLIDAY
RD
SERVER
SERVER
SERVER
FRONTLINE
SERVER
PUBLIC HOLIDAY
RD
FRONTLINE
SERVER
SERVER
SERVER
FRONTLINE
FRONTLINE
RD
FRONTLINE
FRONTLINE
SERVER
SERVER
SERVER
SERVER
RD
SERVER
SERVER
SERVER
FRONTLINE
SERVER
FRONTLINE
RD
SERVER
SERVER

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26/1/2015
27/1/2015
28/1/2015
29/1/2015
30/1/2015
1/2/2015
2/2/2015
3/2/2015
4/2/2015
5/2/2015
6/2/2015
7/2/2015
8/2/2015
9/2/2015
10/2/2015
11/2/2015
12/2/2015
13/2/2015
14/2/2015
15/2/2015
16/2/2015
17/2/2015
18/2/2015
19/2/2015
20/2/2015
21/2/2015
22/2/2015
23/2/2015
24/2/2015
25/2/2015
26/2/2015
27/2/2015
28/2/2015
1/3/2015

3.00-11.00
3.00-11.00
1.00-9.00
10.00-6.00
RD
12.00-8.00
3.00-11.00
3.00-11.00
1.00-9.00
2.00-10.00
RD
1.00-9.00
8.30-4.30
8.30-4.30
1.00-9.00
8.30-9.00
12.00-8.00
8.30-4.30
RD
8.30-2015
MC
MC
3.00-11.00
PUBLIC HOLIDAY
PUBLIC HOLIDAY
12.00-8.00
10.00-8.00
12.00-8.00
8.30-4.30
8.30.-4.30
12.00-8.00
12.00-8.00
12.00-8.00
RD

SERVER
FRONTLINE
SERVER
SERVER
RD
SERVER
SERVER
SERVER
SERVER
SERVER
RD
SERVER
FRONTLINE
FRONTLINE
SERVER
FRONTLINE
HOSTTES
FRONTLINE
RD
FRONTLINE
MC
MC
FRONTLINE
PUBLIC HOLIDAY
PUBLIC HOLIDAY
SERVER
HOSTTES
SERVER
FRONTLINE
FRONTLINE
SERVER
SERVER
SERVER
RD

Table 2.0 Training Schedule

3.0

DEPARTMENTS
3.0

Front of The House

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Most of the organization in this industry are related to hospitality and also
food and beverages that must have at least two departments in their
establishment which are the front of the house and also the back of the house.
Front of the house refers to the physical area of the business as example hotel
and restaurant where the customers or guests will be serves by the staff of the
organization. For example the front of the house for a hotel would be the area
of the front desk, lobby, lounge, and also breakfast area. The front of the house
in a restaurant is basically every area where customer has access to such as the
dining area, bar, lounge and also the lobby.
3.1.1

Introduction

In this restaurant staff is a star. There are many different jobs in this
restaurants. No matter job that assigned by manager are important in making
the restaurant operation run smoothly without no problem occur at all. Beside
that, many people assume that working in a restaurant is easy, but waiting
tables require a unique skill that not everyone equipped with. Staff who work
at the dining room or hall need to be friendly, organized, and quickly thinking.
The most important thing is experience. Other than that at Kenny Rogers
Roasters, the staffs must be train well and also the company had establish a
program that called the core program that is compulsory to all the staff of
Kenny Rogers Roasters. The aim of the program is to ensure that all the staff
will be knowledgeable and have the skill to work in the mid-casual dining
restaurant.

3.1.2

Sub-department

At Kenny Rogers Roasters # 57, at the front of the house department, there are
several position for a particular department that the manager will be assign to
11 | P a g e

the staffs which are waiter or waitress, cashier, hostess, and also assembler or
dispenser. Each department have their own task to be completed but they can
also help each other according to the situation. When a person assigned by the
manager to work at a new station, they will be given Station Observation
Checklist (SOC). Every SOC are different according different station.
3.1.2 (a) Server/Waiter/Waitress
At this department which is located at the dining hall, server must be prepared
because they have a important role that they must accomplish which is to
promote food and to make sure the guest satisfied with the service that server
given to them. Every guest must be greeted by heart with a cheerful smile in a
friendly and courteous manner. The server must be 100% knowledgeable on
the menu and the promotion as example the latest promotion that Kenny
Rogers Roasters offer now are kennys cherish meal which consist of
chicken chop server with black papper sauce and variety of side dishes and
spicy golden rice. The server must also ensure that if the food is not right, do
not serve it to the guest. As many people said Customer always right thus
the server must do whatever it takes to fulfill the guest needs. If there any
guest that unsatisfied with the food or the service, there are recovery steps that
the server can follow which is LESS FAT. For all staff that in charge in
dining area, during staff want to take the order make sure that staff have eye
contact with customer, and talk to the guest with good manner. After taking the
order, staff need to repeat the order to make no mistake while staff take the
order. After done key in the order, the server/hostess/cashier must put OMS
(Order making system) at the guest table. The purpose of order making
system is to prevent the guest from complaining if they did not receive their
food or drink. A server need to thick on the OMS when the food or drink
arrived.
Service Recovery Steps
1.
2.
3.
4.
5.
6.
7.

Listen completely to the feedback

Emphatize on the situation
Show Professionalism
Show Sincerity
Find Solution
Act Fast about what you can do
Thank the guest for highlighting the issue
12 | P a g e

All servers must make sure that their uniform is clean, neat and tidy and must
ware cap. Hair and nail must be short and it is compulsory for all servers to
have pen with them. Their apron must be ironed and also must well groom. All
members must ensure that their station is clean and in good condition and the
restaurant is clean all the time including dining floor, entrance, bussing station
and also at service station.
Legendary Service
The purpose of legendary service is to ensure that the servers know how to
provide great guest service to guest and sell products in the Kenny Rogers
Roasters way. Guest service is a vital issue for any restaurant and at Kenny
Rogers Roasters it is restaurant top priority. The staff strives to make each and
every guest interaction a pleasant and fulfilling experience whether they came
in just to have simple things such as drinks or they have their meal. This is
what the guest expect forward when they come to the restaurant. One of the
tools in guest service is Just Say Yes. It means that each of the staffs is
empowered to give the best guest service possible. It is one more way the staff
to fulfill guest need. Just Say Yes means friendly, prompt and willing guest
service. Other than that, it means going beyond the norms the rules, the
expectation to really let the guest know that they are the staffs are always there
for them. There are also people within Kenny Rogers Roasters that also
important to the restaurant which is the internal guest and they deserve the
same respect and courtesy that all the guest receive.
Knowing the Audience which is a Guest
A Guest
Is a welcome part of the day
We feel comfortable with
Is always right when even wrong
Gets our total attentions especially the very young and
Old
Pays back our friendship time and time
Is shown around and helped out on their few visits
Should see us at our best when we arent up to it inside
Talks about us to other and ,make them want to come and meet us

13 | P a g e

Gets only our best food

Never see dirt or dust. We proud of this place

Figure 3.1 Characteristic of a guest

3.1.2 (b) Hosttes

Hostess performance expectation and job responsibility is just the same as
server and cashier. He or she must have all the knowledge on the menu and
also promotion. A hostess must anticipate guest needs immediately and the
guest must be sincerely welcomed, thanked and wished goodbye. All staff on
the front of the house must know how to handle customer complain by using
LESS FAT method. Dont forget to always say yes to the guest. A hostess
must keep host stand clean and check for stock such as order pads, menus,
promotion flyers, ballons and Bcard. Host or hostess must be present at the
entrance at all the times. He or she need to welcome and greet guest at menu
stand. They must greet the guest by heart be enthusiastic, smile and have eye
contact with the guest. He / she need to confirm the no of pax dine in. Then
assign server to usher and seat the guest. When guest arrival or departure all
team member at front of the house need to greetings. For example Hi
welcome to Kenny rogers and when guest departure Thank you see u
again. All members at the front of the house must always do table visit there
are three steps on how to do table visit.

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Figure 3.2 hosttes

Table visit three steps (TV 3 Steps)

1. Quality Assurance as example Hi Sir/Madam. How was your lunch
today?
2. Suggestive Selling as example Would you like to have some dessert? I
would like to recommend you to try our Cheese cake.
3. Clearing The Plates as example May I clean your plates Sir/Madam?
3.1.2 (c) Cashier
As a practical student, by the rules and regulation of the company stated that
as a practical student, I cannot be a cashier but at during my internship, they
have taught me on how to be a cashier. The rule of cashier is just the same as
server and hostess. The different is that all the encashment and payment by the
guest is his or her responsibility. A cashier must make sure all the guests pay
the bill and there is no problem when handling the money. If there is a
problem regarding the payment such as wrong entry or suddenly the guest
cancelled the order, the must void the bill and do the incident report and then
the incident report will be kept in the file and will be reviewed by the area
manager later. As a cashier, they also have responsibility of keeping the
15 | P a g e

restaurant clean all the time. The floor must be clean, the cutleries must be
wiped after wash and also the towels that being use to wipe plate, tables and
section area must be clean all the time.
Towel System Wash Manual
How to clean the cloth/towel
Tools:1. 1 unit / 6 gallon pail red color- for red, green and blue cloth
2. 1 unit / 6 gallon pail blue color- for white and yellow cloth
3. 1 unit soft plastic brush
4. 1 pcs 1oz container
5. 1 pcs 4oz container
6. 1 unit size 4 pan(old round with cloth tape)

Task:1. Put six liter tap water into pail and mix it with 6 liter of hot water
2. Put 4oz/100ml of neu neu into the pail and mix it with the water
(For white and yellow cloth please use half form of the dilution)
3. Wash the cloth and then soak for 20 minutes
4. After 20 minutes, brush the cloth with soft plastic brush
5. Clean the pail and rinse the cloth until no more soap
6. Put 1oz of sanichlor mix with 9 liter of water and soak the cloth
(For red, blue and green cloth, use red color pail and for white and yellow
cloth use blue color pail. Use only half of he dilution)
7. After 5 minutes, soak the cloth in the sanitizer water and squeeze the cloth.
8. For red, blue, and green cloth, please keep into old size pan
9. For white and yellow cloth need to be hang after sanitize.
(For opening shift all the cloth need to be clean at 3.00 p.m and for closing
shift all the cloth need to be clean at 10.30 p.m)

3.1.2 (d) Assembler/Dispenser/Cutter

At Kenny Rogers Roasters, this department is also known as frontline. The job
description

is

different

from

the

sever, hostess

and

cashier. An

assembler/disperser/cutter is who the one that responsible in making the order

based on what the guest have order to the server before. The person will assign
by manager be at the front line according to the restaurant situation. If the
restaurant is busy, then the person that the restaurant need at the frontline will
16 | P a g e

be more than one as example one person as assembler that will make the food
order and one more person will act as dispenser which is to make the
beverages. The first thing that an assembler must do is to wash hand. It is
compulsory to wash hand before handling food. As assembler he/she need
wear glove and cover all the food at the frontline with lid to prevent any
contamination from happen. The uniform must be clan, neat and tidy. As I
stated before, wash hand before handling the food is compulsory. According to
the procedure, there are seven steps on how to wash hand properly
7 Steps Hand Washing Procedure

Figure 3.3 Seven Steps Hand Washing Procedure

What is there at the frontline?
Please check with the manager on duty on the job, zone assignment and
briefing. There are many things at the frontline that can be listed such as:F & N Tower
Condiments Tray or Area

Beverages

1.
2.
3.
1.
2.
3.
4.
5.
6.
1.

Ice Cubes
Lemon Slice(with tong)
Orange Slice(with tong)
Sugar & Creamer sachets
Tomato & Chili packets
Salt & paper sachets
Straw dispenser
Red stirrer
Serviette
F&N Syrups

17 | P a g e

Other Ingredients

Other Products

Tools

Glassware

Plate
Bowl
Cutleries

Others

2.
3.
4.
5.
6.
1.
2.

Chilled Milk
Bottle Water
Fruit Juices
Coke Light
Teabags
Monin Syrups & Sugar Syrups
Monin Sauces (Chocolate &

3.
4.
5.
6.
7.
8.
1.

Caramel)
Jelly
Whip Cream
Puree (Strawberry/Mango)
Classico Powder
Sipping Choc & Shaker
Yogurt Powder
Roasted Chicken Salad & Caesar

2.
3.
1.
2.
3.
4.
1.
2.
3.
4.
5.
6.
1.
2.
3.
1.
1.
2.
3.
4.
5.
6.
1.
2.
3.

Salad
Muffins
Soup of the day
Ice Cream Scoop
Ice Scoop
Plastics Measuring Cup (225ml)
48 cc Cup / 70 cc Cup
14 oz Libbey Glass
12 oz Mexico Soda Glass
9 oz KRR V-Mug
Latte Glass
Sundae Glass
9 Banana Split
12 Dinner Plate
10 Pasta Plate
8 Side Plate
6 Side Dish Bowl
Soup Spoon
Table Spoon
Soda Spoon
Beef knife
Knife
Fork
Non-slip Round Tray
Sanitizer Spray
Towels(Green & White)

Table 3.1 List of Products and Equipmemts

Clean As You Go(CAYG)
All staffs at Kenny Rogers Roasters must make sure that at all department
is clean including the dining area and also at frontline. Make sure that
sneeze guard is clean free from dust and oily stain. Place ice scoop and ice
tong (for lemon & orange) in 6 1/6 SS pan & place ice cream scoop in
18 | P a g e

another 6 1/6 pan both filled with water. Use green towel with sanitizer
spray to wipe any spillage at the station. Change pans & clean scoops after
lunch and before dinner. Clean frontline chiller and lastly sweep & mop as
needed. And also make sure all the equipments are in good working
conditions and in correct temperature.
Equipments
Frontline Chiller
Hot Holding
Rice Warmer
Cold Holding
Ice Cream Freezer
F&N Tower
Promac Coffee Machine
Vita- Mix Blender

Temperature
0C- 4C
88C- 93C
71C- 74C
0C- 4C
-18C to -23C
ON
ON
ON

Table 3.2 Equipments & Temperature

At kenney rogers roasters there will be no verbal order. Order will be made
according to printed order chit. Drinks, soup, salad or muffins must be served
first. Soup must be served with a soup spoon, positioned at the right hand side
of the 10 Pasta Plate. The beverages must be assembled correctly and please
do not forget to check for special request such as no ice or less ice. When
portioning food and beverages, the portion must be right according to KRR
standards. For hot beverages, place condiments such as sugar, creamer and
stirrer on 8 side plate. Do not serve hot beverages with a side plate below the
mug or glass. The communication between departments must be good to
ensure that no problem will occur that can cause complaint from the guest.
Checking the stocks
Make sure that all stocks are available on that day. If there are stocks and
products that not available, please tell to the server so they can explain further
to the guest. There are several thing that an assembler need to check which
are:Side Dishes(Hot)

Side Dishes(Cold)

1.
2.
3.
4.
1.
2.

Macaroni & Cheese

BBQ Baked Beans
Aromatic Rice
Mashed Potato
Coleslaw
Spicy Asian Salad

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Other Products
Sauces

Sandwich

Packaging

3.
4.
1.
2.
1.
2.
3.
4.
5.
6.
7.
8.
1.

Crips Garden Salad

Fresh Fruit Salad
Prepacked 100g &150g spaghetti
Prep Garlic Bread and Tortillas
Black Pepper
Original
Smoked BBQ
Cheese Sauce
Tangy
Beef Bolognaise
Promotional sauce(if applicable)
Marinara
Sandwich Prep Tray available &well

2.
1.
2.
3.
4.
5.
6.
7.
8.

stock up
Cutting board( white) & Bread Knife
5 compartment container and lid
A700 Rectangular Container/ lid
P14 KRR Round Container/lid
4 oz Container/ lid
Muffin Box
Take Away Cutleries Set
KRR Brown Paper Bag
KRR Small/ Large Bag Plastic Bags

Table 3.3 List of Products

Checking the Equipment and Utensils
Make sure that all the equipments are in good working condition and in
correct temperature. Hot water bath (water touch 1 from bottom of pan),
Oven Toaster(line with aluminium foil) and rice warmer temperature is
correct which between range 71C and 74C. Chiller temperature is
between 0C - 4C and ice cream freezer -18C - 23C. If equipment is
not working please inform manager on duty for future action.

Utensils
NO: 10 S/S Scoop
NO: 12 S/S Scoop
NO: 12 S/S Perforated Scoop
S/S Ladle (1oz)
S/S Ladle (2oz)
S/S Ladle (12oz)
9 Plastic Tong

Items
1.
1.
2.
3.
1.
2.
1.
1.
1.
1.
2.

Aromatic Rice
Mashed Potato
Macaroni Cheese
BBQ Baked Beans
Coleslaw
Spicy Asian Salad
Chicken Gravy(Mashed Potato)
Original, Black Pepper, Sauces
Soup
Crips Garden Salad
Kennys Home Made Muffin

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Table 3.4 List of Utensils

Preparation of Order and Chicken Cutting
During the preparation of the order, an assembler/dispenser/cutter must ware
disposable latex glove. All the order must be assemble correctly. Food must be
served within the inner rim of plate and wipe off any gravy spills with
assigned brown towel. Beware of special request from guest such as part of the
chicken, white meat or dark meat. All preparation of order must according to
Kenny Rogers Roaster SOP.
Chicken Holding and Steps of Chicken Cutting
First of all, Identify chicken in Holding Cabinet which is original is on top and
black pepper is at the bottom. Holding time for chicken in holding cabinet is 1
hour. Time card or time code is used. First in first out (FIFO) practiced. Use
tong to transfer the chicken from Holding Cabinet by using a plate as the base
to hold the oil drips. There are several steps that need to be followed which
are:Chicken Cutting
1. Place whole chicken on cutter board.(Breast side up so that the chicken skin
will not be damage)
2. Grip chicken with tong through the tail of bird
3. Cut directly along the breast bone (three time cut across).
4. Gently separate both halves of the breast by pressing the tong against each
inside piece. The chicken will open up through the cavity exposing the
backbone at the bottom of the cavity.
5. Cut the chicken in half along the backbone by making the next cut as close as
possible along the right side of the backbone (zigzag).
6. Place each half of the chicken with breast side up to prevent damage to the
skin. Gently grasp the lower section (around the leg backbone) and flipping
the chicken half over on its cavity.
7. Check for doneness. If there are blood and pinkish color inside the chicken, it
indicates that the chicken is uncooked. Inform the manager on duty, recook the
chicken in the Combi Oven and use as pulled chicken.
8. Using tong to hold the chicken under the wing
9. Cut the skin below the thigh and the backbone in vertical position.
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10. Push gently with shears and separate the leg/thigh section.
The unserved quarter chicken will be kept in the Chicken Warmer Drawer.
Holding time for chicken in warmer drawer is 15 minutes. Pre-cut chicken will
cause the chicken to be dry. Please keep in mind that do not put any water into the
Chicken Warmer Drawer. Arrange the chicken from front to back. Make sure that
original chicken on the left and black pepper chicken on the right. After holding
time, chicken should be used as pulled chicken. Lastly, cleanness is the most
important and must make Clean As You Go as a daily practice where ever place
in the restaurant.

6.1.3

Conclusion

By the end of my internship, I relies that it is not important what position you in
the restaurant because the responsible of all these department are just the same.
We are aiming on the same goal which is to establish Kenny Rogers Roasters as
the leading and preferred mid-casual rotisserie chicken restaurant in Malaysia
without compromising our principle and values. On top of that, the company has
provided many things in order to make sure that the goal can be achieve as
example company has provide recipe card for staff to make all product in the
restaurant and giving training to the member of the restaurant according to Station
Observation Checklist (SOC) . Communication play an important role in the
restaurant to prevent problem from occur then to make sure that restaurant
operation run smoothly , and there will no misunderstanding occur among the
staff and also with the guest. Lastly, the most important thing is teamwork that
will lead the restaurant towards
3.2 Back of the House
3.2.1

Introduction

At Kenny Rogers Roasters # 57, at back of the house department consist of two
sub-department which is utility and steward. These two departments holdas
important as at front of the house. Without these two departments, the food would
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Receiving
Freezer storage

Chiller storage

Dry storage

not be produced according to the time allocated and the things such as plates and
glasses used to make order will be less.The staffs are responsible in preparing the

Thaw meats and

poultry under
refrigeration

final product. When a staff assigned by the manager for the first time at back of
Preparation
the house, he or she will be given the Station Observation Checklist (SOC). From
Wash, trim, clean,
that the staff will
on what he or she need to do.
etc. know
as directed
3.2.2

Sub-department

Hold under
3.2.2 (a) Utility/Prep/Roasters
refrigeration
At back of the house, there are consists of utility, prep and roasters. For this
position, the staffat that position need to have knowledge about how to prepare
and produce good and quality food. Other than that, at utility department, the
staffs also need to learn how to prepare the best quality chickenaccording to
KRR standards using Kenny Rogers Roasters Recipe Cards. All the food and
beverages at KRR are 100% halal. So there is no doubt if someone want to eat
at Kenny Rogers Roasters. The number of person that being assign to be
working at back of the house which is utility is depend on the restaurant
situation. If the restaurant is busy, the manager on duty need to assign more
than one person at the utility section but if the restaurant is not busy, then one
person is enough.

Flow chart

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Reheating
Service
Storing
Cooling

Preparation / production Holding

Service

Refrigerator

Figure 3.4 Flow Chart

Daily Routine of Utility/Prep/Roasters

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Figure 3.5Daily Routine of Utility/Prep/Roasters

Dry Storage

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The dry storage area of the restaurant is to intended for non perishable product that
not require refrigeration such as rice, gravy powder or canned and packed food.
The following practices are important for effective and safe dry storage in a
restaurant.
1.
2.
3.
4.

Food storage areas must always be clean and well maintain.

Dry storage area needs to be dry, cool, well-lit, ventilated and vermin proof.
All the foods must be protected from exposure to moisture and direct sunlight.
The dry storage areas must be appropriately labeled and different food groups

stored separately.
5. All the foods must be stored well away from chemicals and cleaning
equipment.
6. Food must be stored such that cross contamination from physical, chemical or
biological contaminants is prevented.
7. All the food must be stored off the floor, on shelving or in cupboards so that
all around it can be cleaned.
8. Packed foods which have been opened must be stored in clean, non-toxic, food
grade, pest proof containers with tight fitting lids or are wrapped in protective
packaging as example foil, plastic food wrap, grease proof paper and so on.
They then need to be properly labeled and dated.
9. When receiving foods, the person responsible must check that the packaging is
intact and undamaged and the foods are within its use-by-date. Any food out
of date or packaging that is damaged should be returned to the supplier.
10. Foods should be labeled with the receive date prior to storage and then rotated
on a first in, first out basis.

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Figure 3.6 Dry Store

Walk in Chiller
The temperature for walk in chiller or cold storage is on range between 0 c and l 4 c.
Theprinciples of proper storage in walk in chiller is follow the concept of First In,
First Out (FIFO), keep food in shallow container to hasten cooling, avoid
overcrowding to assist cooling process, cooked foods must be kept away from raw
foods and if there is no choice, raw foods should be placed at the bottom shelf to
avoid cross-contamination. The door of wal in chiller must always be closed, if not
the temperature will rise and please aware of temperature danger zone which is 5 c to
63 c. If the temperature is in danger zone, thus the bacteria will be active.

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Figure 3.7 Walk in Chiller

Equipment and utensils

The most important things are to maintain the clean and good working condition
because it can cause cross-contamination. Kitchen utensils and equipment must be
wash thoroughly before and after use, always keep tidy in a clean place. When using
equipment during food preparation, use clean, well-maintained, non-toxic and easyto-clean equipment. Then, use separate chopping boards and knives for cutting raw
and cooked foods to prevent cross-contamination. The best decision is use plastic or
stainless steel utensils instead of wooden ones. For example
Equipment in utility area is Combi oven (bake), Combi oven (steam), Robot-coupe,
water boiler, ice machine and Roband grill. Maintenance of all these equipment will
be done 2 times in one year. So, all these equipment need to handle with care to
ensure it work properly.
Square Muffin Tin
Rubbermaid Plastic Spatula 9
S/S Knife Holder
Potato Peeler
S/S Full Size 6 Super Pan II
S/S Full Size 2 Super Pan II
S/S Full Size 4 Super Pan II
S/S Size 4 Super Pan II
T1018 Wire Pan Grate (10" X 18")

S/S Mixing Bowl 16qt

6qt Cambro Rectangular Lid
6qt Cambro Container
Blue Container and Lid #103
S/S Food Tong 12
S/S 1/6 Size 6 Super II
S/S 1/3 Size 4 Super Pan II
S/S Size 4 Super Pan II (perforated)
Measuring Quart - 1qt

Table Mounted Can Opener

S/S French Wire Whip 18"

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S/S Chicken Grid

S/S Measuring Spoon

Measuring Cup - 8oz

Plastic Industrial Rectangular Container

(No. 117) Color : Blue

Table 3.5 List of Utensils in Utility Area

Code Date
Code date used as a reminder to determine the expiry date or shelf life of a product. In
KRR there is 3 type of code date, there are for the chicken, for the muffin and for RTE
(ready to eat ). Make sure that all the product used according to First In First
Out(FIFO) principle.

For RTE code date is usually use for side dishes in walk-in chiller or front line
product such as tortilla.
Coding of the product include the day of food preparation.
Example;
Product: Chicken Tortillas
Shelf Life
: 2 Days (48 hours)
Prep day
: Sunday
Prep date
: 15.2.2015
Prep time
: 10.00PM
Code Date sticker: Tuesday
Code time: 10.00am
Code date: 17.2.2015

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Figure 3.8 Example of RTE code date

For chicken code date it count from the thawing for example, the
chicken is thaw in Friday at 8 pm. Then the chicken is ready to use in
Saturday 8 pm. Then the chicken will be expired on Monday after 24
hours from ready to use
Example :
-Thawing : 24 hours
Saturday 10.00 am- Sunday 10.00am
-Ready to use : 48 hours
Sunday 10.00 am Tuesday 10.00am
-Expired on Tuesday 10.00 am

Figure 3.9 chicken code date

For muffin code date, it is count from the thaw 7 days. After
that, the muffin will be transfer to the cambro container and
will expired in 2 days when transferred in to the cambro
container

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Figure 4.0 muffin code date

3.2.2 (b) Steward

In Kenny Rogers Roasters restaurant, a server will be as steward during the
closing of the restaurant. The responsibility of a steward is to keep all the
equipment and utensils always clean such as plate, glass and cutleries. All the
utensils and equipments will be pre-rinse in the sink and then all the things
will be arrange on its specific rack and will be inserted in the Winter Halter
Cleaner Machine.

Figure 4.1 Winter Halter Cleaner Machine

All the chemical use in the restaurant are stored at the steward area. There are many
types of chemical use in the restaurant production in order to make sure that the
restaurant always clean. The functions of the chemical dilution by specificuse are;
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Chemical and Its Function

Chemical
Krispo

Function
It is unique formula to prevent fogging, misting and steaming. It can
remove grease, smear and dirt easily. Anti-static ingredients keep
glass shiny longer. The direction of use is spray onto the surface,

Neu Neu KR

wipe with clean cloth or paper towel.

Specially formulated to be pH balanced, gentle to hand, easy
cleaning and no rinsing required. It used for manual washing include

DCD 10

crockeries and cutleries.

Specially formulated to clean oily surface in kitchen and dining

SaniChlor

area. It used for kitchen flooring and mopping dining floor area.
Chlorinated pink powder for destaining and sanitizing purpose. It
can be used for chinaware cups and saucers, plates and bowl and for
sanitizing hard surface. It also can be use to sanitize the colored

Softhand
Ovenmate

towels.
Hand soap with pleasant fragrance. It used for hand washing.
To remove baked-on carbon and fat from kitchen equipments. It
used as effective cleaner for oven and fryer. It also can be used to
clean the inferno.

Table 3.6 List of Chemical & Function

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3.2.3

Conclusion

Back of the house department play the important thing to make sure restaurant
operation run smoothly without any problem occur. There are 2 department in
back of the house that are utility/prep/roasters and steward. Staff that asso\ign
at this department must well trained and quick thingking.
Be the utility/prep/roaster this job scoop is to produce a product such as side
dished or muffin. Their also gave the responsible in baking a chicken
according KRR recipe card. For steward, their job scoop is to make sure all
glass, plate and cutleries is clean. Without them, restaurant cannot be
operation. The company has provide SOC for this station in order to make
staff understand, what they need to do in this station.

4.0 KENNY ROGERS ROASTERS SPAECIAL EVENT AND PROMOTION

At Kenny Rogers Roasters #57 Suria Sabah Mall, there are several event and
promotion that being held during my internship. The events is more likely to make
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the restaurant more productive then before and to give new experience to the
members of KRR #57.
4.1 Kenny Rogers Roasters Core Program
All new members of KRR need to go to the Core Program. The objective of
the program is to make all new members of KRR fully understand about their
work and what is their true responsibility to the restaurant. During this
program, a motivator that have the right authority from the company will
explain about the learning journey which is divided into eight modules,
include of first impression, KRR experience, communication product,
legendary service, service deployment, dining- server, front of the house
frontline and lastly back of the house.

Figure 4.2 KRR Core Program

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4.1 RED DAY

Red day event is the biggest event for all Kenny rogers roaster in Malaysia. All
KRR in nationwide are involve for this event. This event will be organized every
year, so for this years there will be at 11/2/2015. For this event guest need to wear
any red (cloth, footwear or accessories). Then the customer need to buy 1 red hot
meal and then get one free. Red hot meal is include 3 side dishes there are mash
potato, coleslaw, and baked been with quarter chicken. This promotion is for dine
in only no pre order. Pre payment or phone order will be accepted. This promotion
is start from 10.00 am until 11.00 pm

Figure 4.3 RED DAY event

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4.2 Beef N Reef Promotion

This is the latest promotion of the restaurant which is Beef N Reef. There are
two new menus which are grilled beef steak and also grilled fish. Beef
promotion stared at the middle of August and the fish promotion start at
1stSeptember. Introduction price of grill beef steak is RM 31.90. Grilled beef
steak is imported beef marinated with seasoned Italian herb, served with
grilled tomato, mashed potato and garlic butter mixes chunky veggies.
Introduction price of grill fish fillet is RM 22.90. Grilled fish fillet is specially
seasoned fish, grilled to golden brown then served with aromatic rice and
garlic butter mixed chunky veggie with lemon wedges

Figure 4.4 Promotion Beef N Reef Moments

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4.3 Kenny cherish meal

This promotion is for chinese new year. 4 variation provide of Kenny cherish
meal, that are Golden treasure platter, Soupreme treasure platter, Souprior rice
casserole and Souperior spaghetti casserole. This all menu serve with black
papper sauce and variety of side dishes. For golden treasure platter it server
with spicy golden rice. chucky vegetable, coleslaw and black papper sauce.
For soupreme treasure platter served with spicy golden rice and mushroom
chicken with black papper sauce. Souprior rice served with spicy golden rice
and mushroom chicken soup with black papper sauce. For souprior spaghetti it
served with marinara spaghetti and mushroom chicken soup with black papper
sauce. KRR use chicken leg with no bones for this promotion. We get a good
feedback for this promotion. The specialty muffin for this promotion is
chocorange marble muffin.

Figure 4.5 kenny cherish meal promotion

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5.0

OVERALL CONCLUSSION
By the end of the internship, there are several things that can be concluded

based on what I have gained and learn from the past four months. Basically Kenny
Rogers Roasters is a mid-casual rotisserie restaurant and the restaurant is conventional
food service establishment because the restaurant is profit oriented. The main purpose
of the restaurant is to get money. The target market are variety from students, tourist
and also family. At Kenny Rogers Roasters the trademark is Less Fat, Less Salt, Less
Calories. The goal of the restaurant is to provide healthy and wholesome food to the
guest. The guests are the restaurant biggest assets.
Nowadays, food service manager should view the organization as a system
composed of various elements or subsystems that are united by a common goal and
that are interdependent and interact so that the processes or functions involved
produce outcomes to meet stated objectives. A food service system is an integrated
program in which the procurement, storage, preparation and service of foods and
beverages and the equipment, methods and personnel required to accomplish these
objectives are fully coordinated for minimum labour, optimum customer satisfaction,
quality and cost control.
Systematic planning procedures that include continuous evaluation of the
menus as served should be followed. Thus, all members of the restaurant must follow
the recipe card that had been provided by the headquarters.
The equipment selection of the item use in the food service establishment must
be right to provide an efficient operation and fulfils the need of the guest. All products
must be prepared according to the SOP given by the hearquaters thus the quality and
taste of the product can be preserved. Finally, Berjaya Roasters (M) Sdn. Bhd can be
achieve their goal is to provide healthy and wholesome food to the guest

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APPENDIX I RESTAURANT MENU CARD

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APPENDIX II- RESTAURANT FBA SCHEDULE SHEET

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APPENDIX III FRONT LINE AREA

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