CHAPTER 1

1.1 Restaurants Types

1.1.1. Fast food

The facilities as a fast-food or quick-service restaurants (QSR), the food is served quickly on the
way, no matter if it is to pass through the window. Customer can also enjoy lunch even though it's
not common here. The restaurants are well-known chains or franchises, with a nation-wide or maybe
even a presence all over the world. The menu is comprised of , burgers, potato fries, and a milky
smoothies.

Fast food is not only cheap, but also very convenient to engage customers. The menu can be served
in by a large number of cars, trains, and go just about anywhere . Provisions, and bad luck for some
people, and it should be noted, as the memories of a special childhood moments spent as a family,
traveling, and public subjects. Several of the large chains have a world-wide network in order to
provide guest with quick and smooth service.

1.1.2. Fast Casual

Fast-food restaurants, good working conditions, provides additional high-end, and a number of
different menus to choose from, with something of a higher value, the points of the enterprise of the
food. However, as the regulations are, for example, in a restaurant, which is a counter-service model,
in which customers place their orders in order to be eating at the time of checkout, and will lead
them back to the table.

Among the various types of restaurants, fast-casual dining restaurant is a fast-growing, it's restaurant
scene ranges from the stable of restaurants with fresh food, great dining, lunch, and modern Indian
cuisine techniques. Clients like the pleasant feeling that there is a force that is necessary to eat high-
quality, tasty food, even if we were to give them a little bit of time. product range, the "soft" values,
comfort level, and, sometimes, the healthier of the products, and no restaurants were more common.

1.1.3 Caual Restaurants

Casual dining restaurant, covering the majority of the food industry. These restaurants are local
freelancers to large franchises, but in the process, and that serves a stop on the food. As a general
rule, there are a number of themes, and his own interior decoration and in the air, which illustrates
the use of a feeding

Casually feeding customers gets relatively quick return and the have luxurious place to sit and
enjoy the environment.,. One could say that each space has a random company, you need overnight

2
accommodations, meals, or large day of the job. We can say that, and everything of the kitchen in
accordance with the present kind of the restaurants, so that customers will be sure to find a random
place to that will satisfy their desires.

1.1.4 Cafes

Café is the easiest way to create a beverage-focused site. Sometimes includes: coffee, tea, and a
small menu of meals and snacks. These restaurants tend to offer reciprocal service. Each country has
a very different tradition, tastes, and his own taste, for example, in the united states, it is most often
consumed on the road, and in Italy people usually like to sit in the restaurant and enjoys it. .
However, everywhere in the world there is something that is cultivated, and where you sit and sip for
hours.

3
 CHAPTER 2

2.1 Introduction of Hardee’s

Wilber Hardee opened Hardees in 1960 in Greenville, North Carolina. Hardees had been a quick
meals chain which has now advanced right into a eating place and is well-known for its burgers,
curly fries . Its Thick burgers® has made waves in history. Today it’s the 4th biggest meals chain
with inside the global with 1909 retailers global over.

Pakistan is the 14th country to host Hardees. The MM Alam branch opened in 2009 by MDS foods.
The franchise is well-known for its five* provider, nice meals and good service. Their organizational
shape is paintings specialized, formalized and centralized. Span of manage varies alongside the
hierarchy and that they observe each purposeful and method departmentalization.

Their strengths encompass a differentiated product, younger appealing emblem image, five* provider
and hospitality. Their weaknesses are in now no longer having sufficient parking spaces, no internet
site and no breakfast options. They can locate possibilities in increasing to different regions of
Pakistan. They are threatened from political instability, monetary slumps, Burger King and new
entrants’ arrival with even fee.

Hardees MM Alma can nonetheless enhance through giving out greater parking spaces, marketing
and marketing its emblem on Television, having greater social interplay with customers, having
green cleansing personnel at their outlet and effectively to be had sockets to plug in cellular
telephones and chargers.

2.2 History of the Organization

Wilber Hardee opened first outlet in Greenville, North Carolina in1960. Five months later he opened
first franchisee and over time his burger chain has unfold to come to be a favorite during the
Midwestern and Southeastern United States.

Although most folks knew Hardee's® for its biscuits, all that changed during the Revolution
of 2003: Hardee's® determined to pare down its menu and recognition at the hearty 1/3 and 2/3
pound Thick burger® line. Made with 100% Angus meat, Thick burgers® hooked up Hardee's® as a
pacesetter with inside the quick-provider enterprise in each nice and flavor. Today, Hardee's ®
forges in advance with a flavor for edgy, memorable commercials and scrumptious meals-growing a
quick-meals enjoy that cannot be crowned this aspect of the Mississippi.

4
2.2.1 1960s:

Wilber Hardee opened the primary Hardee's® eating place in Greenville, North Carolina and
presented customers "charcoal-broiled" hamburgers, rapid provider and a drive-thru window.

Hardee's® received instant reputation and the chain grew rapidly. By the quit of the decade, there
had been almost 2 hundred Hardee's® restaurants, together with an worldwide place in Heidelberg,
Germany.

2.2.2 1970s:

Hardee's® delivered fresh, Made from Scratch™ biscuits that quickly have become an indicator of
the emblem and remained an immensely famous menu favorite.

Hardee's® reached an outstanding milestone through commencing its 1,000th eating place in only 15
years of business.

2.2.3 1980s:

Hardee's® delivered Cinnamon 'N' Raisin™ biscuits with a bit assist from the California Raisins.
One of many high-profile endorsements Hardee's® enjoys, the making a song raisins went directly to
come to be country wide popular culture icons.

Hardee's® obtained the 650-unit Burger Chef Chain and later opened its 2,000th eating place.

2.2.6 1990s:
CKE Restaurants, Inc., a California-primarily based totally eating place enterprise high-satisfactory
recognized for its Hardee's® subsidiary, obtained the Hardee's® chain from Canadian enterprise
Masco.

Consumers nice ingredients.

2.2.5 2000s:

Hardee's debuts its signature line of Thickburgers®--Delicious burgers made with 100% Black
Angus pork patties, and introduces the long-lasting Monster Thickburger.

2.2.6 2010s

Today, Hardee's is proud to nonetheless serve the scrumptious, nice meals that made the eating place
a favourite for visitors during the Midwest and Southeast, even as delighting lovers with new
improvements like Froot Loops® Mini Donuts.

5
2.3 Some Facts about Hardees
2.3.1 Service:
Hardee’s applies a five star policy for serving customers and unlike other fast food restaurants at
Hardee’s food is served to customers at their table.

2.3.2 Drinks:

To keep the customer busy and not anxious about their order, a glass is provided to customers which
keeps them busy until their order arrives.

2.3.2 Shifts:

Staff works in two different shifts of 6:00 PM to 12:00 PM and 12:00 PM to 6:00 PM and for every
shift two managers are available.

2.3.3 Extensive training:

Different aspects of the job are taught to the new crew members like how to deal with customers,
company guidelines and serving etiquettes when they go through training.

2.3.4 Communication skills:

Communication skills are also to the staff as along with local customers they also have to deal with
foreign customers which constitutes a major portion of the clientele of Islamabad region.

2.3.5 Punctuality:

Punctuality is taken very seriously at Hardee’s so they have very hard and fast rules about it like if
crew member is late 5 minutes he has to stay back hours to make up for that time.

2.3.6 Pant Pockets:

A crew member may not stand idle or unaware of his surrounding with his hands in his pockets the
pant pockets of the crew member a stitched closed.

6
2.4 Organizational Structure
An organizational shape consists of sports like task allocation, coordination and supervision, that are
dire ted closer to the success of organizational pursuits. It additionally may be taken into
consideration due to the fact the viewing glass or angle thru which people see their organization and
its environment. businesses are a variation of clustered entities. a organization are frequently
dependent in many numerous ways, relying on their objectives. The shape of an organic carry out
station will determine the modes throughout which it operates and Organizational structure lets in the
expressed allocation of responsibilities for diverse features and approaches workgroup and
individual. To exceptional entities like the department, branch, Organizational shape influences
organizational movement in two massive approaches. First, it presents the foundation on which
preferred running processes and workouts rest. 2nd, it determines which people get to participate in
the course of which choice-making methods, and as a result to what volume their views form the
agency’s actions.

2.5 Organizational shape of Hardee’s MM Alam Lahore:

2.5.1 Work specialization:

Hardees MM Alam is extremely a great deal paintings specialised. they need particular team
members to try to to unique jobs. they need separate body of workers for cooking, taking orders,
cleaning, serving, and visitor representing, usual handling and so on.

2.5.2 Departmentalization:

Hardees MM Alam follows functional Departmentalization. Their management hierarchy comes into
shape through generating comparable specialties and other humans with not unusual abilities, know-
how, and orientations. like operations manager, supply chain manager, shift manager and so on. The
kitchen staff follows manner Departmentalization. It lets in more green go with the flow of exertions
sports. this shows that they need designated individuals to cut, fry, bring together, percent etc.

2.5.3 Chain of command

Chain of command is that the continuous line of authority that extends from upper levels of a
company to rock backside stages of the business enterprise and clarifies who reports to whom. The
chain of command flows from the top officials to decrease group of workers participants like
restaurant manager instructs Assistant manager controls senior assistant manager who successively
orders his assistant. Shift manager and shift chief.

7
2.5.4 Span of control

Span of control is that the number of personnel who are often efficiently and successfully supervised
with the aid of a supervisor Span of manipulate varies from level to stage in Hardee’s MM Alam.
Senior officials have lesser people working below them and shift leader has most people operating
under him.

Managerial Flow Chart of Orders

8
2.6 Hardee’s MM ALAM Menu

Figure 1

9
Fig

10
Chapter NO.3

ChapterNO. 3

3.1 Hardee's Mission Statement

At Hardee's. ®, success for every of our staff is attainable with smart generalities, industriousness
and determination – all traits we glimpse for after we poll folks connate as you .However, you'll
bring an excellent work convention as you set about your diurnal job, If hired. And you will be equal
to await a menu of nice tasting deliverances you'll be proud to serve. That cotillion philharmonic of
fine folks serving nice food makes the Hardee's. ® know-how bone that keeps our clients returning
for else.

3.2 Hardee's Vision Statement

Hardee's Caffs LLC was framed on the elementary belief that success is doable with vision, hard
work, and determination. Each era, we've a tendency to award thousands of bills in faculty
knowledge that allow each educational excellence and community leadership. we've a tendency to
work closely with food banks and different companies to support families in would like. Our work
with native charities permits United States to witness primary the positive impact of our flings.

3.3 Hardees Values

• Respect, for people, our communities and the context

. • Honesty, the least bit times, no matter circumstances and without concern of requital

. • Trust, in others and ourselves. we've a tendency to fulfill our commitments and treat
misjudgments as occasions to find out and grow.

• Excellence, all told we've a tendency to do, extraordinary the awaited and continued to boost.

• Cooperation, or sky- high operating along to pulloff other.

• Diversity, to worth every person ’s distinctive faculty to contribute. The strongest squad is that the
bone that acknowledges individual savvy and strengths

Law of conduct at Hardee ’s

• All workers should wash& sanitize hands

• Keep all areas clean and sanitised.

• Use Wash-Rinse-Sanitizer system at the Gomorrah

• Path each one winks.

11
• Maintain circles of influence

• Acknowledge smart performance

• Hear guests.

• Stay calm and do not wax self-protective.

• Apologize while not admitting your fault.

12
 CHAPTER 4

4.1 WEEK I
Date: 25-01-2021 to 31-01-2021

Trainer: Ms Summaya

After my two interviews I was selected for the training at Hardees .My first week was OJ period my
trainer Mam Summaya give me tour of the whole restaurant on my first day give introduction about
all the stations in the kitchen and also front of the house .She always gave me introduction and
background of Hardees and MDS foods. During the first week I worked at all the stations for a day
to get the basics of every station.

Duties performance of 1ST week:

Duty/Work Monday Tuesday Wednesday Thursday Friday Saturday Sunday

10:00am 10:00 am 10:00 am 10:00 am 10:00 10:00 am 10:00

To To To To am To am

To To
07:00 07:00 07:00 pm 07:00 pm 07:00 pm
pm pm 07:00 pm 07:00 pm

Orientation

      
Dress Table

      
Feeder       

Fryer       

Drive Thru 

     
Table 1.1 Duty performance of 1st week

13
 (Personal assessment)

Table - 1.2

Below
Criteria Average Satisfactory Good Excellent
average

Personality 

Grooming 

Team Work 

Confidence 

Knowledge 

Communication

skills

Punctuality 

Situation

handling

Determination 

Efficiency 

14
4.2 Week 2nd to 3rd progress

Station: Dress Table

Date: 01-02-2021 to 14-02-2021

Trainer: Ms. Summaya

During my second week my proper training started as I was assigned a station in the kitchen which
was dress table .It’s the most important station in the fast food kitchen because all the burgers are
assembled here. For couple of days I observed the staff working at the station and memorize the
recipes of the burgers and other items then after that start to do the practice work at the station as
well I started with sauce and toss and then I learned burger assembling and its packing. My trainer
taught me about all the standards and standards that we have to follow in the kitchen practically and
also conducted training session about it. I also learned about preparation of different sauces.

Duties performance of 2nd to 3RD week:

Duty/Work Monday Tuesday Wednesday Thursday Friday Saturday Sunday

10:00am 10:00 am 10:00 am 10:00 am 10:00 am 10:00 am 10:00 am

To To To To To To To

07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm

Sauce &Toss

      
Burger
assembly
      
Sauces       
Preparation

Start up       

Recipes 

     
Table 2 Duty performance of 2nd & 3rd week

15
 o

Table 1.2 (Personal assessment)

Table 2 - 1.2

Below
Criteria Average Satisfactory Good Excellent
average

Personality 

Grooming 

Team Work 

Confidence 

Knowledge 

Communication

skills

Punctuality 

Situation

handling

Efficiency 

16
4.3 Week 4th to Week 5th

Station: Drive Thru

Date: 15-02-2021 to 28-02-2021

Trainer: Ms. Summaya

During my 4th week in the training after doing the dress table I was aware of all the burgers and
recipes and all the standards that are followed in the kitchen. So I was assigned at the drive thru. My
trainer guided me about all standards and the process of order taking at the drive thru and then how
orders are delivered to the guest after packing. First day I only observed the drive thru order taker
taking orders and listen to his scripting. Then I started the order taking on the second day. While
working at the drive thru I increase my communication skills and learned how to do suggestive
selling and increase the sale of the restaurant.

Duties performance of 4th to 5th week:

Duty/Work Monday Tuesday Wednesday Thursday Friday Saturday Sunday

10:00am 10:00 am 10:00 am 10:00 am 10:00 am 10:00 am 10:00 am

To To To To To To To

07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm

Order taking

      
Order packing

      
DT scripting       

DT Cash       

Menu pricing 

     
Table 2 Duty performance of 4th & 5th week

17
 Table 1.2 (Personal assessment)

Table 2 - 1.2

Below
Criteria Average Satisfactory Good Excellent
average

Personality 

Grooming 

Team Work 

Confidence 

Knowledge 

Communication

skills

Punctuality

Situation

handling

Determination 

Efficiency 

18
4.4 Week 6TH TO Week 7TH progress

Station: Cashier

Date: 01-03-2021 to 14-03-2021

Trainer: Ms. Summaya

After drive thru station I was assigned as a cashier at the front counter. Like the other stations my
trainer trained me for this as well. At the front cash I learned about the cashier sops and how to
handle cash properly .Then I learned how to operate the POS as well which includes how to punch
the order on the POS and if the order is changed or cancelled how we can void the order. There was
also lot of interaction with the guests as well and at times I handle the complaints of the guest as well
.I also learned about the cashiers audit as well.

Duties performance of 6th to 7th week:

Duty/Work Monday Tuesday Wednesday Thursday Friday Saturday Sunday

10:00am 10:00 am 10:00 am 10:00 am 10:00 am 10:00 am 10:00 am

To To To To To To To

07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm

Cash Handling

      
Cashier Audits

      
POS       

Credit machine       

Orders voids 

     

Table 2 Duty performance of 6th & 7th week

19
 Table 1.2 (Personal assessment)

Table 2 - 1.2

Below
Criteria Average Satisfactory Good Excellent
average

Personality 

Grooming

Team Work 

Confidence 

Knowledge 

Communication

skills

Punctuality 

Situation

handling

Determination 

Efficiency 

20
4.5 Week 8th to Week 9th Progress

Station: Fry station and Feeder

Date: 15-03-2021 to 28-03-2021

Trainer: Ms. Summaya

During my 8th week I was assigned back to kitchen at the fryer station where I learned about the fryer
standards and how to use the oil in the vats properly and when to discard the oil to provide quality
products to the guest. I learned about different times and there holding times and when to discard
them because holding them for longer period will affect the product quality and how it will affect the
service quality of the restaurant. The other station that I worked at during this week was feeder was
also known as charbioler it is one of the main station all the petties weather they are chicken or beef
patties are cooked in it. The buns are also toasted in the lower part of this charbioler product quality
also depends upon this station because if the petties or bun are burnt or left uncooked it will affect
the quality of the burger. I did solely do this station after couple of days working at these stations.

Duties performance of 8th to 9th week:

Duty/Work Monday Tuesday Wednesday Thursday Friday Saturday Sunday

10:00am 10:00 am 10:00 am 10:00 am 10:00 am 10:00 am 10:00 am

To To To To To To To

07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm

Products cooking
time
      

Products holding
time
      

Petties cooking time       

Fryer standards       

Feeder standards 

     

Table 2 Duty performance of 8th & 9th week

21
 Table 1.2 (Personal assessment)

Table 2 - 1.2

Below
Criteria Average Satisfactory Good Excellent
average

Personality 

Grooming  

Team Work 

Confidence 

Knowledge 

Communication

skills

Punctuality 

Situation

handling

Determination 

Efficiency 

22
4.5 WEEK 10th to 12th Progress

Station: Basic Management tasks

Date: 29-04-2021 to 25-04-2021

Trainer: Ms. Summaya

After doing all the stations both at the front and back of the house my trainer start giving me
managerial training in which I learned about all the managerial tasks that a shift manager performs
during the shift.

Following are the task that I performed during these three weeks of internship

 Handle the shift and assigned staff at their respected position

 Handover of the shift to the next shift manager
 Temperature tracking of all the products that are cooked and those that are places in the
chiller and freezer and what are there danger zone.
 Also learned about how to train staff
 Preparing payroll of the staff
 Handling all the cash in the restaurant and how to handle the expenses
 Making of the sales report
 Daily inventory of the restaurant
 Handling guest complaints
 Audits of the cashier
 Month end activities

Duties performance of 10th to 12th week:

23
Duty/Work Monday Tuesday Wednesday Thursday Friday Saturday Sunday

10:00am 10:00 am 10:00 am 10:00 am 10:00 am 10:00 am 10:00 am

To To To To To To To

07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm 07:00 pm

Shift handling

      
Shift change
over
      
Products       
temperature
tracking

Staff Training       

Restaurant       
operating system

Safe handling       

Complaint       
Handling

Inventory       
control system

Daily sales 
report
     
Table 2 Duty performance of 10th to 12th week

Table 1.2 (Personal assessment)

Table 2 - 1.2

24
 Below
Criteria Average Satisfactory Good Excellent
average

Personality 

Grooming 

Team Work 

Confidence 

Knowledge 

Communication

skills

Punctuality 

Situation

handling

Determination 

Efficiency 

25
Chapter NO.5

5.1 Areas of Improvement in Hardees MM Alam

5.1.1 No Online Presence:

Hardees Pakistan don’t have there website and there social medies activities are not very prominebt
to attract the customer

5.1.2 Social Activities:

Hardees is not invoed in lot of social activities like some of the other brand sand not running any
campings for business professional and teenagers

5.1.3 Electricity Sockets:

There is wifi avalliable for the use of guest but ther are no sockets to charge mobiles or laptops at
times guest need to charge there devices but no sockets avalliable.

5.1.4 Electricity Failure:

During load shedding, their power takes a while to replace over to UPS (approximately 10 seconds)
which should be switched quickly. For this reason , clients on the refreshment section (beverages
section) should wait until beverage bar on UPS and the device starts running again.

5.1.5 Cleaning Efficiency:

When clients from one table leaves, their cleaners obligation to easy up the desk immediately,
however I noticed one client complaining and asking the purifier to easy the table in order that he
can take a seat down there.

5.1.6 Nutritional Details:

Hardees don’t deliver out the nutrion info on packaging of its products. It is a have to for food plan
aware clients to recognize what they're having.

42
5.1.7 Storage:

Hardees must enhance and growth their deliver and garage of uncooked materials. They get their
deliver weekly which result in the dearth of curly fries for an entire week and led to client complaints
and reduce in revenues.

5.2 Suggestions

5.2.1 Increase Online Presence:

• By making there website they can enhance there presence

• They should reigester themselves on different forms.

• They should gibe "Visit us online", playing cards to clients

• They should promote them selve son Facebook Pages

5.2.2 Social Activities:

• They should go to university and give studends disscount

• They should give reular customer disscount

• Get running experts to come to be contributors

• Offer them lunch time transport to their offices

5.2.3 Electricity Sockets:

They should socket beside every table.

5.2.4 Cleaning Efficiency:

•They must hire greater workforce if getting brief hand. Manager must be alert and team contributors
must be advised strictly to correctly clean tables as quickly because the client leaves.

5.2.5 Nutritional Details:

They must print dietary info at the packaging foil and packets.

5.2.6 Storage:

They should plan green strategies effective strategies of transportation with their suppliers. They
must additionally allocate huge garage regions for greater garage of uncooked materials.

5.2.7 Corporate Social Responsibility:

CSR is obligatory to unfold correct will of a organization with inside the society. Hardees must take
pleasure in CSR sports to pay returned the humans and additionally to seem as a accountable issue of
this society.

43
Appendices

5.2.8 Take Away:

Hardees must open get rid of stores in different elements of the dual cities. This will lessen the stress
from the primary franchise, be of ease to clients residing some distance farfar from the primary
franchise and could assist Hardees extensive product unfold.

Hardees must paintings on their parking area. Being a quickest developing restaurant, their parking
area for clients is pretty undersized. Customers should park their motors on street sides, at times.

44
45
Appendices Plagiarism Report

46