panda brand standards manual by uniss-usa

Where good fortune smiles.

Panda Express Leads The Way

• Still Family Owned & Operated with a Deep-Rooted Company Culture

• Heritage Authenticity while Making Fresh Food Fast

• Culinary Expertise along with Strong Operational Excellence through Multi Level Marketing & Operations Support Networks

• Flexible Layouts, Business, and Operating Models

• Wide range of Employee Wellness, Community Service, and Sustainability Programs at both the National and Local levels

Brand and Menu Highlights

• We pioneered a new fast-casual food category: American-style, Chinese Dining

• Choose from over 17 entrees, appetizers, and sides to make customizable Panda Bowls and Plates

• Wok Smart Menu – half of our entrees have 300 calories or less and at least 8 grams of protein

• Bringing complex, flavorful, American-Chinese food to market: Positioning it to meet and exceed both the quality and value expectations of your clientele.

• Serving fresh premium, cook-to-order offerings: Offering your guests a wide variety of fresh, customized choices as fast or faster than the competition’s pre-made food.

• Healthier choices like fresh cut vegetables and dishes free of MSG

• Introducing Quarterly LTOs like the new meatless entree Beyond the Original Orange Chicken

Flexible store designs

Royalties/Fees

• 10-year operating term with $12,500 in year 1

• Second payment of $12,500 in year 6 (Day 1)

• $10,000 for each subsequent successor term

*Includes equipment, millwork, lighting, fixtures, signage, graphics, menu boards. Excludes design fees, licenses, construction, utility extensions, lighting installation, flooring, painting.

**Buildout Costs typically falls between this range, but supply issues and local conditions might affect the final build outcost

Key Cost Factors

Operating Models/Space Requirements

Unique Space Requirements (CFM Hood, Tech Package, Specialty Functions)

• Gas required for cooking equipment

• Hood Requirement: 20-24 linear feet; 300 CFM per linear foot of exhaust hood

• 20-25 linear feet of store front counter

Unique Brand Requirements

Training Site Location: Training will take place at an approved corporate owned store. We will work with your team to find a store as close as possible to your campus.

1. Length of Training Program: 5-7 weeks for the Wok Specialists and GM/Brand Champion; 1-2 weeks for the front of house

a) GM – 8 weeks training (Minimum 1 GM would recommend to have 2 managers 1 GM and 1 AM. Also depends on volume of the location maybe even 1 GM and 2 AMs)

2. AM – 6 weeks training

3. Certified Cooks – 6 weeks training (Minimum of 4 certified cooks REQUIRED – recommend 6)

4. Kitchen Helpers – 3 weeks training (Minimum 4 and would recommend 6 also depends on volume of location)

5. FOH – 2 Weeks training (Minimum 8 would recommend more 10-14 really depends on location and sales volume) 2. Minimum Staffing Levels: depends on sales expectancy; but a minimum of 1 GM, 5 Wok Specialists (cooks), and 6 front of house (See above)

3. We are required to obtain investment committee approval from Sr. Leadership and our CEO on all

INTRODUCTION

INTRODUCTION TO BRAND STANDARDS MANUAL

OUR BUSINESS

We, Citadel Panda Express, Inc., an affiliate of Panda Restaurant Group, Inc., the parent company of Panda Express, are in the business of licensing Panda Express Restaurants. We are excited that you have elected to purchase a license and enter into the business of opening, managing and operating a licensed Panda Express Restaurant in accordance with our Panda Brand Standards.

BRAND STANDARDS MANUAL| OPERATIONS SECTION PURPOSE

This section of the Brand Standards Manual (“Brand Standards Manual” or “Brand Standards”) provides Licensees the information they will need to open, manage, and operate on a day-to-day basis their own licensed Panda Express Restaurant. In this section oftheBrandStandardsManual,Licenseeswill findPanda’s licensingsystembrand guidelines, policies, and procedures to learn and use in the opening, managing and operating of their own Panda Express Restaurant. Licensees should always keep in mind that theyarean independentbusinessperson andthattheyare solely responsiblefor their day-to-day operations at their licensed Panda Express Restaurant and performance of their associates.

HOW TO USE THIS BRAND STANDARDS MANUAL

Each section of this Brand Standards Manual includes references to other resources that will be valuable in understanding how to operate a licensed Panda Express Restaurant.

The word “Licensee(s)” means the person or entity that will actually own, open, manage and operate on a day-to-day the independent licensed Panda Express Restaurant. The words “we” or “our” may be used to refer to Citadel Panda Express, Inc., and/or its parent, subsidiaries and affiliates (collectively, “Panda”), the licensor of the Panda Express Restaurant brand and concept.

In general, the mandatory Brand Standards that all Licensees are contractually required to follow to uphold the Brand Standard of the Panda Express Restaurant brand and concept are described in this Brand Standards Manual using words like “must” and “require”. Typically, the suggested other system standards that we suggest Licensees follow (but which they are not legally required to follow) are described in this Brand Standards Manual using words like “should” or “suggest.” If Licensees ever have any questionsaboutwhetherastandardisamandatoryBrandStandardorasuggestedother system standard, please ask us.

All capitalized terms used in this Brand Standards Manual shall have the same meaning giventosuchtermsintheLicenseAgreement, unlessotherwisedefinedinthisAgreement.

TYPES OF INFORMATION PRESENTED

This Brand Standards Manual is a resource, but not the entire collection of reference materials available to Licensees and it is not intended to replace or repeat existing reference resources. This Brand Standards Manual will refer to, rather than repeat, detailed information available in other sources such as training e-modules, flipbooks, and other handbooks. Additionally, this Brand Standards Manual is an evolving work. It will change as the Panda Express brand and licensing system changes over time.

CONFIDENTIALITY

This Brand Standards Manual is for the sole purpose of Licensees operating an independently owned Panda Express Restaurant using Panda’s system and trademarks in a manner that protects the Panda Express Restaurant brand and concept. The recipient(s) of this Brand Standards Manual agree(s) by its receipt that this Brand Standards Manual may not be reproduced, quoted from, or shown to other parties without Panda’s prior written consent. This Brand Standards Manual belongs to Citadel Panda Express, Inc. and shall be returned upon request.

WELCOME LETTER

Dear Licensee:

We are excited about the future of our licensing system, and we are delighted that you have chosen to license the Panda Express Restaurant brand and concept, the dominant American Chinese Fast Casual restaurant brand.

We prepared this Brand Standards Manual to help answer many of the questions you will probably have as you begin your business as a Panda Express Licensee. This Brand Standards Manual will also be a useful reference throughout the term of your license agreement. You should refer to this Brand Standards Manual whenever you have a question. Of course, if the answer is not in this Brand Standards Manual, then you should contact us. We are here to help you.

Your success is very important to us! We recognize that we will not succeed ourselves unless you and your own Panda Express Restaurant succeeds. We have invested a lot of time, energy and money in developing the Panda Express Restaurant brand and licensing system. We think it’s a great system, but we know that there is always room for improvement and because we believe in continuous improvement, we will continue to make it better over time. The markets where we operate will change, our customers’ requirements will change, and we are prepared to adapt our business strategies and tactics as conditions warrant in order to be as competitive as possible in every market. We encourage your ideas on how to improve the Panda Express Restaurant brand and licensing system.

We appreciate the confidence you place in us by your commitment to the Panda Express Restaurant brand and licensing system. We look forward to a long and successful relationship with you.

Regards,

Peggy and Andrew Cherng Founders and Co-CEOs

Panda Restaurant Group, Inc.

Citadel Panda Express, Inc.

PANDA’S MISSION

To deliver exceptional Asian dining experiences by building an organization where people are inspired to better their lives.

PANDA’S OPERATIONS CULTURE

PANDA’S FOUNDING STORY

IMMIGRANTS’ DREAM FOR A BETTER LIFE

AndrewCherngand MasterChefMing-Tsai Cherngopenthedoors tothefirstPandaInnin Pasadena,California. Themenuisinspiredby theflavorsofMandarin andSichuancuisine.

Afteradecadeof successwithPandaInn restaurants.Andrew Cherngopensthefirst PandaExpressatthe GlendaleGalleriain Glendale,California. PeggyCherngcustomizes therestaurant’soperating systemstoassurethevery bestfoodandservice.

ThefirstHibachi-San opensinBloomington, Minnesota,deliveringa teppanyakigrill experience,aswellas sushi,inaretailsetting.

Committedtoservingthe communitiesinwhichwe operate,Panda RestaurantGroupproudly launchesPandaCares. Thisphilanthropicarmis dedicatedtoproviding food,fundingand volunteerservicesto children’sorganizations anddisasterreliefefforts.

Fortheircontinued contributionstothe fresh-casualdining landscape,Andrewand PeggyCherngare inductedintothe CaliforniaRestaurant AssociationHallof Fame.

PandaExpressopensits 888threstaurantin Sacramento,California. Eightisconsideredthe luckiestnumberin Chineseculture.Panda RestaurantGrouphiresits 15,000thactiveassociate.

Guestloveand enthusiasmpropels PandaExpresstoopen its1,000thlocationin Pasadena,California. PandaRestaurant Groupachieves$1 billioninrevenueforthe firsttimeandisnamed oneoftheTop10Best PlacestoWorkbythe LosAngelesBusiness

PandaExpressopensits firstglobalrestaurantin MexicoCity,Mexico.

PandaRestaurantGroup celebratesits40th AnniversaryandPanda Expresscelebratesits30th Anniversary.

PandaRestaurantGroup achieves$2.2billioninsales andclosestheyearwith 26,000associatesandmore than1,750restaurants.

PandaRestaurant Groupisnamedoneof theBestEmployersby Forbesmagazineand ishonoredwiththe GoldenChainAward bytheNational RestaurantAssociation.

PandaExpressopens restaurantsinGuatemala andJapan.Currently, Pandaoperatesin11 countriesoutsideofU.S. (Aruba,Canada,El Salvador,Guatemala, Japan,Mexico,Philippines, Russia,SaudiArabia,South Korea,andUAE).

FoundersAndrewand PeggyCherngwere inductedintothe CarnegieCorporationof NewYork’s2019Classof GreatImmigrants, celebratingoutstanding individualswhoenrich ourcommunitiesand culture,strengthenour economy,and invigorateour democracy.

PANDA’S LICENSING TEAM

SUPPORT & RESOURCES

WHO TO CALL

From time to time, Licensees will encounter situations and/or questions related to the Panda Express Restaurant brand and concept that will require input from Panda, as the owner and licensor of the Panda Express Restaurant brand and concept. The following is a list of corporate contacts.

GENERAL QUESTIONS

If Licensees do not know which department or who to contact regarding their question(s), please contact Yan Wen, Licensing Operations Project Manager via email at Yan.Wen@PandaRG.com or by phone at 626.799.9898 Ext. 8823. She will direct the call to the proper department or person to best answer the question.

BUSINESS DEVELOPMENT & LICENSING OPERATIONS

Douglas Stalgren

Vice President, Panda Express

International and Licensing Operations

E: Douglas.Stalgren@PandaRG.com

Jerry Zhang

International and License Operations Coach

E: Jerry.Zhang@PandaRG.com

Naris Urairat

License Operations Coach

E: Naris.Urairat@PandaRG.com

Andy Chan

Director, Domestic and International Licensing Operations

E: Andy.Chan@PandaRG.com

Jenny Yau

Senior License Operations Coach

E: Jenny.Yau@PandaRG.com

Johnny Kwong

License Operations Coach

E: Johnny.Kwong@PandaRG.com

PEOPLE

STAFFING

STAFFING: INTRODUCTION

In order to run Great Operations, every Panda Express Restaurant should have sufficient staffatall timestodeliverFoodwith Passion,ServicewithHeart,andAmbiancewithPride.

This section will provide Licensees with our recommendations on:

1. Team Composition

2. Job Descriptions and Requirements

3. Ideal Employee Profile

4. Staffing for Success

In all cases, Licensees are solely responsible for their own success, including the staffing, hiring, firing and management of their associates at their licensed Panda Express Restaurant.

TEAM COMPOSITION

Panda has developed a series of team names and positions over time that it expects all Licensees and licensed Panda Express Restaurants to use for consistency, teaching and to maintain, promote and enhance the Panda Express Restaurant brand and concept, as follows:

OPERATIONS TRAINING LEADER*

Operations Training Leaders are responsible for serving as successful General Managers while also training Assistant Managers In Training and General Managers In Training. They manage one or more successful stores while keeping the pipeline of future quality store managers filled.

GENERAL AND ASSISTANT MANAGER (“GM/AM”)

The Manager is responsible for the day-to-day and overall performance of the restaurant: guest experience, entire store staff training, food quality, safety and security, planning and control, business growth and cost control.

FRONT OF HOUSE:

SHIFT LEAD

Shift Leads are responsible for assisting GM/AM by supervising and training all FOH staff on food quality, portion control, proper cash handling, cleaning of all dining room areas, and salesmanship. They maintain quality of food on the serving line as well as efficiency of Counter Help, tight cash controls, and cleanliness of all dining areas.

COUNTER HELP

Counter Help is responsible for ensuring high-quality guestservicewhile serving fresh food. They must be able to slide to any position, call for food in advance of the need, and have high integrity to maintain cash accountability. The Counter Help should be able to perform proper food portioning, friendly service, salesmanship, cleanliness of service table and dining area (if applicable) at all times.

*Licenseeswhohave5ormoreunitlocationsmayelecttohaveOperationsTrainingLeader(s)

BACK OF HOUSE:

CHEF

Chefs are responsible for managing the kitchen, including: mastering all the recipes and demonstrating the ability to train and supervise others, cooking, cleaning, preparation and food safety management. Chefs are also utilized as shift supervisors with the ability to recommend BOH scheduling and to run any shifts, open to close.

COOKS

Cooks are responsible for cooking all Panda Express entrées and side dishes and for executing Panda Express recipes correctly to ensure food quality, ensuring food safety practice, and maintaining cleanliness at the Panda Express Restaurant. Panda also recommends that Cooks are cross trained to perform FOH operations. Cooks should be able to perform all BOH operations including: prepping, cooking entrees and sides, cutting, sauce margination, and etc.

KITCHEN HELP

Kitchen Help is responsible for cooking fried rice andchow mein, preparing steamedrice, marinating the meat, grilling, washing and cutting the vegetables, preparing the sauces and condiments, maintaining cleanliness of the utensils and kitchen, and supporting Cooks on deep fry items.

*Licenseeswhohave5ormoreunitlocationsmayelecttohaveOperationsTrainingLeader(s).

JOB DESCRIPTIONS AND REQUIREMENTS

Below Licensees will find the job descriptions and general requirements that Panda follows when hiring personnel for its company-owned Panda Express Restaurants. Panda expects that Licensees will use similar job titles and will want to use similar general requirements for their associates to assist in maintaining, promoting and enhancing the Panda Express Restaurant brand and concept.

Operations Training Leader*

To support growth and accommodate the continuous learning and training of associates in a high turn-over environment, a Licensee who owns five (5) or more Panda Express Restaurant units will have the option to have Operations Training Leader(s). The Operations Training Leader(s)is responsible for providing the necessarytraining to the newand existing Licensee’s associates including General Managers, Assistant Managers In Training and/or General Managers In Training and to keep the pipeline of future quality store managers filled.

Each Operations Training Leader (if Licensee elects to have this position) is expected to train for eight (8) weeks in a company-owned Panda Express Restaurant. The Operations TrainingLeadersareexpectedtoknowandbeabletotrain otherassociatesinthePanda Express Brand Standards.

The Operations Training Leader’s ability to train others will be measured by the success of the associates they train in the existing stores and new store openings. If three (3) trained associates consecutively fail Panda’s certification process or the Operations Training Leader has three (3) associates who failed the certification process in one (1) year, then thatOperations Training Leaderwillbedeemedineffective andwill berequiredto attend remedial training as further detailed in pg. 4-16, at the Licensee’s sole cost and expense.

For better success in maintaining all associates trained up to standard, Panda recommends Licensees select as their designated Training Leader’s, General or Assistant Managers who have at least two (2) years’ experience with Panda Express Restaurant Brand Standards.

MAJOR JOB ACCOUNTABILITIES

 TrainsandcertifiesAssistantManagersInTrainingandGeneralManagersInTrainingto runasuccessfulstorethatprovidesfantasticfoodquality,guestexperience,and ambiance.

 Trainsandcertifiescandidatesonallaspectsofstoreoperations,includingFOHandBOH duties.

 AssistsinmentoringGeneralManagers.

 Cascadeschangesinpoliciesandprocedurestostores.

 Recruitsstoreassociatestoensurestoreiswellstaffed.Managesstaffinglevelsby retainingqualityperformersanddevelopingapipelineoftalent,includingpotential successortoownposition.Exportstalenttosupportotherstores.

 DevelopsanexceptionalGuestexperienceatthestore.Continuouslystrivestoenhance theGuestexperienceintermsoffoodqualityandambience.Maintainsaclean,safe, andsanitarystoreenvironmentincompliancewithBrandStandards.Handlescustomer complaints.

 ServesasaliaisonbetweentheLicensee’strainingdepartmentandtheoperationsteam bybeingadedicatedPandatrainerandprovidingsupportandassistanceontraining specifictotheBrandStandards.

 Providesfeedbacktotraineesduringtrainingandfollowsupontrainee’sperformance andtheirprogressaftertraining.

TECHNICAL &BUSINESS KNOWLEDGE

 Appliesthoroughknowledgeofallpolicies,proceduresandpracticesutilizedwithinthe licensedPandaExpressRestaurant.

 DemonstratesknowledgeofPandaExpressoperationsandobjectives.

 Thoroughknowledgeofrecipesandcookingutensils;abilitytoperformallcooking activities.

 AbilitytoperformFOHandBOHresponsibilities.

 Abilitytotrainkitchenstaffonallactivitiesandteachfoodandworksafetytostore Associates.

 Abilitytotakeinventorycorrectly.Abilitytoperformsmallrepair/maintenanceofstore equipment.

TYPICAL QUALIFICATIONS

 2to5yearsofoperationsexperiencewithPandaExpressRestaurantBrandStandards.

 HighSchooldiplomarequired;Associatesdegreepreferred.

COMMUNICATIONS/ COLLABORATION/ TEAMWORK

 Interactswithcustomers,staff,anduppermanagement.

 Interactionsnormallyinvolveexchangeorpresentationofinformationrelatingtodaily operationsandunitand/orareaperformance.

PROBLEM SOLVING

 Developssoundandeffectivesolutionstoissuesandproblems.

 Accuratelyidentifiesissuesaffectingunitmanagedandimprovesprocessestoresolve short-andlong-termproblems.

CUSTOMER FOCUS (INTERNAL AND/OR EXTERNAL)

 Ensurescustomerexpectationsareexceededbycontinuouslyassessingcustomerneeds anddevelopingoptionstomeetthoseneeds.

MANAGEMENT STAFF

The Management Staff (i.e., GM, AM, and Chef) ensures the efficient operations of the licensed Panda Express Restaurant through compliance with Brand Standards. They are responsible for ensuring operational adherence to federal and local safety and sanitation standards and to Panda Expresses core values: Proactive, Respect/ Win-Win, Growth, Great Operations and Giving. In addition, they identify and address customer needs and participate in the resolution of customer complaints.

The Management Staff executes Panda’s national marketing programs and develops and implements local marketing campaigns for licensed Panda Express Restaurants. Management Staff is accountable for P&L, budget, staffing, and resources planning and results for licensed Panda Express Restaurant.

General Manager

The General Manager position is responsible for the successful operation of a single licensed Panda Express Restaurant (“unit”), provides operations expertise and manages performance of unit support staff. He/She interprets and executes policies and procedures that typically affect unit management and is in charge of recruiting, marketing, operations, expenses, sales, and customer service.

MAJOR JOB ACCOUNTABILITIES

 ManagesthedaytodayoperationsandactivitiesoflicensedPandaExpressRestaurant associates.

 Plansdailyworkactivitiesandallocatesworkassignmentsamongassociatesbasedon businessneeds.

 EnsuresmaximumemployeeproductivityandworkqualityforthelicensedPandaExpress Restaurant.

 Responsibleforachievingtheunit’ssalesandprofitgoals.

 Ensuresthatallmenuitemsareprepared,portioned,andpresentedinaclean,safeand sanitarymanner.

 Managesandexecutesalldutiespertainingtostaffrecruitment,trainingandretention.

 Assumesresponsibilityforcash,assets,profitsandlosses.

 Implementsmarketingprogramsandensuresnewproductsarerolledoutaccordingto standards.

 DevelopslicensedPandaExpressRestaurantassociatesandpromotesteamwork.

TECHNICAL &BUSINESS KNOWLEDGE

 Appliesthoroughknowledgeofallpolicies,proceduresandpracticesutilizedwithinthe licensedPandaExpressRestaurant.

 DemonstratesknowledgeofPandaExpressoperationsandobjectives.

 Seeksinformationregardingtrendsaffectingthefoodserviceindustry.

TYPICAL QUALIFICATIONS

 1to5yearsofoperationsexperiencewithincreasingmanagementresponsibility.

COMMUNICATIONS/ COLLABORATION/ TEAMWORK

 Interactswithcustomers,staff,anduppermanagement.

 Interactionsnormallyinvolveexchangeorpresentationofinformationrelatingtodaily operationsandunitand/orareaperformance.

PROBLEM SOLVING

 Developssoundandeffectivesolutionstoissuesandproblems.

 Accuratelyidentifiesissuesaffectingunitmanagedandimprovesprocessestoresolve short-andlong-termproblems.

CUSTOMER FOCUS (INTERNAL AND/OR EXTERNAL)

 Ensurescustomerexpectationsareexceededbycontinuouslyassessingcustomerneeds anddevelopingoptionstomeetthoseneeds.

Assistant Manager

Under guidance, the Assistant Manager provides operations expertise and supervises day-to-day performance of basic principles and concepts. In addition, the Assistant Manager administers and executes policies and procedures that typically affect individual subordinate associates. The Assistant Manager’s work is periodically reviewed by senior managers to measure accomplishment of objectives.

MAJOR JOB ACCOUNTABILITIES

 PerformsalldailydutiesofCounterHelpandKitchenHelpasneeded.Possessthe knowledgeofcookingandabletoactasaCookifneeded.

 Assignstasksandmonitorsdailyoperationsaccordingtoestablishedguidelines, proceduresandpolicies.

 Trainsassociatesintheproceduresnecessaryfordailyoperations,accordingtotraining guidelinesandBrandStandardsManual.

 AssistsGeneralManagerinadministrativefunctions.

TECHNICAL & BUSINESS KNOWLEDGE

 Appliesknowledgeofproceduresandpracticesusedbyleadandsupportstaff.

 DemonstratesknowledgeofPandaExpressandthefoodserviceindustry.

TYPICAL QUALIFICATIONS

 6monthsto1yearofoperationsexperience.

COMMUNICATIONS/ COLLABORATION/ TEAMWORK

 Interactsdailywithcustomers,unitstaff,uppermanagement.

 Interactionsnormallyinvolveexchangeorpresentationofinformationrelatingtodaily operations.

PROBLEM SOLVING

 Followsestablishedpracticesandprocedurestoresolveroutineproblems.

 Identifiesandovercomesobstaclestoprocessimprovementorchange.

CUSTOMER FOCUS (INTERNAL AND/OR EXTERNAL)

 Assistsinassuringthatcustomerneedsareidentifiedandaddressed.

Chef

The Chef ensures andoversees overall food quality andcost control,efficiencyof kitchen management for the unit. He/She conducts routine inspections and evaluations of all kitchen operations and provides specific recommendations for improvement. The Chef ensures that standard menu items consistently meet Panda Express Brand Standard requirements regarding color, aroma, taste, and presentation. The Chef supervises, mentors and guides Back of House staff and may monitor or direct their daily operations. The Chef providesproject/process expertiseandimmediate supervision to a unitor group of Back of House staff. The Chef administers and executes policies and procedures that typically affect individual subordinate associates.

MAJOR JOB ACCOUNTABILITIES

 AssignstasksandmonitorsdailyBackofHouseoperationsofaunitaccordingto establishedguidelines,proceduresandpolicies.

 Mayperformongoingoperationaltaskswithintheunit.

 Utilizesadvancedknowledgeoffoodpreparation,storage,andsanitationtoensure smoothBackofHouseoperationsandprovideguidanceandmentoringtojunior associates.

TECHNICAL & BUSINESS KNOWLEDGE

 Appliesknowledgeoftechnicalconceptsandtheoriesusedbylead,supportorproject staff.

 Understandswaysinwhichtheunit,groupand/orproject/processesrelatetoand impactPanda.

 DemonstratesknowledgeofPandaExpressandindustry.

TYPICAL QUALIFICATIONS*

 5to10years’experienceasacook.

COMMUNICATIONS/ COLLABORATION/ TEAMWORK

 Interactsdailywithsubordinatesandunitmanagement.

 Interactionnormallyinvolvestheexchangeorpresentationoffactualinformation.

PROBLEM SOLVING

 Followsestablishedpracticesandprocedurestoresolveroutineproblems.

 Identifiesandovercomesobstaclestoprocessimprovementorchange.

CUSTOMER FOCUS (INTERNAL AND/OR EXTERNAL)

 Assistsinassuringthatcustomerneedsareidentifiedandaddressed.

FRONT OF HOUSE STAFF

Front of House Staff (i.e., Shift Lead and Counter Help) provide quality service to guests at the food counter. They greet guests in a courteous and hospitable manner and provide requested information regarding the menu. They serve accurate portions from the service/induction table and soda fountain according to Brand Standards while monitoring food quality andproviding feedback to the manager and cook. They monitor utensils and paper good supplies and ensure compliance with all safety and sanitation requirements in the Front of House area of the unit.

Shift Lead

Shift Leads follow established procedures and apply general technical standards and principles. Work performed may impact both Front of House and Back of House activities. Shift Lead’s work is closely guided.

MAJOR JOB ACCOUNTABILITIES

 Servesasarolemodelinperformingallfoodservicefunctionsandensuresefficiencyin allcounterareaactivities.

 Demonstratesknowledgeofmenuandrespondstoguestinquiriesandconcernsina courteousandprofessionalmanner.

 MayberesponsibleforcashregisteropeningandclosingprocedureswhenAssistantand GeneralManagerareunavailable.

 Assistsmanagerwithpaperworkanddataentry,asnecessary.

TECHNICAL & BUSINESS KNOWLEDGE

 Appliesknowledgeofservice/inductiontableoperationsandservingprotocols.

TYPICAL QUALIFICATIONS

 Somehighschool.

 1-2yearsrelatedexperience.

COMMUNICATION/ COLLABORATION/ TEAMWORK

 Interactsdailywithfunctionalpeergroup,managerandguests.

 Interactionnormallyinvolvesexchangeofbasicfactualinformation.

PROBLEM SOLVING

 Completestasksthatrequireanabilitytorecognizedeviationfromacceptedpractice.

 Appliesjobskillsandcompanypoliciesandprocedurestoperformavarietyof operations.

CUSTOMER FOCUS (INTERNAL AND/OR EXTERNAL)

 Demonstratescustomer-focusedattitude.

Counter Help

Counter Help follow specific, detailed instructions and apply understanding of basic principles and concepts. Counter Help activities performed, typically impact work specific to the Front of the House support function. Counter Help’s work is directed.

MAJOR JOB ACCOUNTABILITIES

 Performsroutinefoodserviceactivitiesaccordingtoestablishedoperationalpoliciesand procedures.

 Demonstratesbasicknowledgeofmenuandrespondstoguestinquiriesandconcernsin acourteousmanner.

TECHNICAL & BUSINESS KNOWLEDGE

 Appliesbasicknowledgeofservice/inductiontableoperationsandservingprotocols.

TYPICAL QUALIFICATIONS

 Somehighschool.

 1-yearrelatedexperience.

COMMUNICATION/ COLLABORATION/ TEAMWORK

 Interactsdailywithfunctionalpeergroup,directsupervisorandguests.

 Interactionnormallyinvolvesreceivingdirectionsorbasicfactualinformation.

PROBLEM SOLVING

 Completestasksthatrequirelimitedexerciseofjudgmentandproblem-solvingability.

 Acquiresjobskillsandlearnscompanypoliciesandprocedurestoperformroutine operations.

CUSTOMER FOCUS (INTERNAL AND/OR EXTERNAL)

 Demonstratesacustomer-focusedattitude.

BACK OF HOUSE STAFF

Back of House staff (i.e., Cook and Kitchen Help), and Chef are responsible for activities relating to the preparation of food according to Panda Express recipes, adherence to all relevant health regulations, and maintenance of kitchen cleanliness. They ensure compliance with all safety and sanitation requirements in the Back of House area of the unit. Back ofHouse staff performall duties relevantto food preparation, dishwashing,and sanitation activities, as needed, to meet the unit’s operational objectives.

Cook

The Cook follows established procedures and applies general technical standards and principles. The Cook’s work is closely guided and work performed may impact both Front of House and Back of House activities.

MAJOR JOB ACCOUNTABILITIES

 PreparesalldishesaccordingtoestablishedPandaExpressBrandStandardrecipesand procedures,ensuringthatalldishesmeetBrandStandardsforflavor,colorandaroma.

 Assistsmanagersintraining,schedulingandguidanceofBackofHousestaff

 Controlsfoodinventoryandordersfromvendorswhennecessary.

TECHNICAL & BUSINESS KNOWLEDGE

 AppliesknowledgeofChinesecuisineandcookingutensils.

TYPICAL QUALIFICATIONS

 Somehighschool.

 1-2yearsrelatedexperience.

COMMUNICATION/ COLLABORATION/ TEAMWORK

 Interactsdailywithfunctionalpeergroup,managerandguests.

 Interactionnormallyinvolvestheexchangeofbasicfactualinformation.

PROBLEM SOLVING

 Completestasksthatrequireanabilitytorecognizedeviationfromacceptedpractice.

 Appliesjobskillsandcompanypoliciesandprocedurestoperformavarietyof operations.

Kitchen Help

Kitchen Help follow specific, detailed instructions and apply understanding of basic principles and concepts. They work as directed and their activities performed typically impact work specific to the Back of House support function.

MAJOR JOB ACCOUNTABILITIES

 Performallcleaningfunctions. Sanitizeequipment,tools,utensilsandworksurfaces.

 Preparemeats,seafoodandvegetablesforcookingandmaintainallcoldtablesupplies.

 Respondtoordersandassembleingredientsfromcoldtables.

TECHNICAL & BUSINESS KNOWLEDGE

 ApplybasicknowledgeofChinesecuisineandcookingutensils.

TYPICAL QUALIFICATIONS

 Somehighschool.

 1-yearrelatedexperience.

COMMUNICATION/ COLLABORATION/ TEAMWORK

 Interactdailywithfunctionalpeergroup,directsupervisorandguests.

 Interactionnormallyinvolvesreceivingdirectionsorbasicfactualinformation.

PROBLEM SOLVING

 Completestasksthatrequirelimitedexerciseofjudgmentandproblem-solvingability.

 Acquires job skills and learns company policies and procedures to perform routine operations.

CUSTOMER FOCUS (INTERNAL AND/OR EXTERNAL)

 Demonstratescustomer-focusedattitude.

PANDA’S IDEAL EMPLOYEE PROFILE FOR A COMPANY-OWNED PANDA EXPRESS RESTAURANT

To improve the chances of finding good associates, Panda has developed profiles that help it know what type of person it is looking for. This section is designed to provide Licensees guidance on how Panda identifies the traits of a good employee who will fit into its business and do what it hired them to do. To assist Licensees in their own hiring process, below we are providing the following sample ideal employee profiles based on Panda’s own profiles.

MANAGEMENT

General Manager

 organized and detail-oriented

 responsible, punctual, orderly

 overall good attitude

 professional in appearance

 is able to communicate and give clear instructions

 friendly in dealing with customers and potential customers

 tolerant, helpful and polite with customers

 knows (or is able to learn) about product lines

 knows (or is able to learn) about computer operations

 knows (or is able to learn) about managerial duties

 listens well and is able to understand and respond to customers’ needs

Assistant Manager

 organized and detail-oriented

 responsible, punctual, orderly

 overall good attitude

 professional in appearance

 answers the phone with a warm and friendly voice

 is able to communicate and give clear instructions

 friendly in dealing with customers and potential customers

 tolerant, helpful and polite with customers

 knows (or is able to learn) about product lines

 knows (or is able to learn) about computer and software operations

 is familiar with work schedules

HOURLY ASSOCIATES

Listed below are characteristics Panda uses, in addition to technical qualifications for hourly positions at its company-owned Panda Express Restaurants. Characteristics listed below may apply to Front of House and Back of House positions.

Positive Attitude

Ability to present a favorable impression at all times, including during the interview process.

 Are they friendly, outgoing?

 Are they smiling and making eye contact?

 Are they willing to engage in casual conversation?

Courtesy

All perspective associates should exhibit courteous behavior.

 Does the applicant greet you and others as he/she meets others?

 Does the applicant smile and make eye contact when speaking?

Clear Communication Skills

In the Front of the House - the applicant should have good communication skills. He/She must be able to promote our menu and respond to guest requests. For instance, he/she must be able to suggestive sell to help increase sales.

In the Back of the House - the applicant must be able to understand verbal instructions and communicate with all associates including managers and Front of the House staff.

 Can you easily understand the applicant when he/she is speaking?

 Does the applicant understand what you are saying?

Compatibility

If hired, the applicant will be working with other associates as a team. Therefore, he/she must be able to work effectively with others.

 Does the applicant seem trainable and enjoy learning new things?

 Does the applicant seem cooperative?

 Do you feel he/she is genuinely interested in the position?

 Do you feel this person will fit in with current staff?

Personal Presentation

If hired, it will be important that the applicant has a clean, neat appearance. Our guests look at our associates as a reflection of what is important to Panda.

 Does the applicant present himself in a clean, neat manner?

 Does the applicant care about how they look to others?

 Have they worked in an environment where a uniform was required and how did they feel about wearing a uniform?

Hospitality

If hired, it will be important that the applicant enjoys working in a restaurant and service environment. Our guests look at our associates as a reflection of Panda Express, so how our associates feel and act towards serving others and working in a restaurant is very important.

 Does the applicant like Panda Express entrées and what is their favorite?

 Have they worked in other service environments and how did they do?

 What reactions does the applicant have when you discussed the job responsibilities, the environment, and the food?

STAFFING FOR SUCCESS

The staffing requirements for licensed Panda Express Restaurants will vary upon the location and venue type. However, Licensees should keep in mind that, unless they have provided Panda a satisfactory reason for a deviation from its Brand Standards related to staffing levels necessary to maintain, promote and enhance the Panda Express Restaurant brand and concept generally, Licensed Panda Express Restaurants should always have on staff a full-time Manager or Assistant Manager assigned and working exclusively for each licensed Panda Express Restaurant.

Below Licensees will find a guideline for Peak Time and Off-Peak Time Staffing Table, which indicates the number of associates that will be needed on a team to maintain, promote and enhance the Panda Express Restaurant brand and concept. Every Panda Express Restaurant must have sufficient staff at all times in order to run Great Operations.

University(FoodCourt)* 2FOH 2Cooks 1KitchenHelp

University(Free-Standing) 3FOH 2Cooks 1KitchenHelp

4FOH 4Cooks 2KitchenHelp

Military(Free-Standing) 3FOH 2Cooks 2KitchenHelp GM 4FOH 4Cooks 3KitchenHelp GM Airport 3FOH 2Cooks 2KitchenHelp GM 5FOH 4Cooks 3KitchenHelp GM

*Staffingrecommendationwhenfoodcourtsprovidecommoncashiers.

**IftheLicensedPandaExpressRestaurantincludesasecondaryinductiontableinitsdesignforExpress Pick-UporDelivery,Licenseesshouldaddtwo(2)moreassociatestotheaboveguidelines.Oneassociate willserveasaPacker/RunnerandtheotherwillserveasaCashier.

The tables below include Panda’s recommendations to all Licensees, to maintain, promote and enhance the Panda Express Restaurant brand and concept generally by venue type determined by the number of transactions per thirty (30) minutes.

Staffing Recommendations- University (Food Court)

TRAINING

OVERVIEW: TRAINING

COMPREHENSIVE TRAINING PROGRAM

Panda has comprehensive training programs and materials available to Licensees for each Licensed Panda Express Restaurant position they will hire and use.

TRAINING METHODS

To ensure the best retention of material for all learning types, training methods include: Training Guide (7 Modules), e-modules, and hands-on training.

FOOD SAFETY TRAINING

Licensees must require all of their associates to enroll in food safety training to promote and protect the Panda Express Restaurant brand and concept.

UNIVERSITY OF PANDA (“UOP”)’S E-LEARNING PLATFORM

Throughout this Brand Standards Manual Licensees will find references made to University of Panda (“UOP”), e-learning, or e-modules. UOP is a Panda e-learning platform which contains a list of e-modules that will be assigned to each associate based on their position. UOP is not 100% e-learning, but a blended learning between video, paper and in-store or in-class training. The material provided on UOP may be updated from time to time.

 Technology and Cost: $250 per year per store (up to 30 licenses).

 To set-up a new user account, please contact Yan Wen (Yan.Wen@PandaRG.com)

Tel: 626.799.9898 Ext. 8823.

TRAINING STANDARDS

After a Licensee recruits and hires good associates. It is important for the success of their business that the new associates are properly trained and can apply their understanding of the Brand Standards to the business. Below Licensees will find information regarding the training that Panda provides each team member in its company-owned Panda Express Restaurants and that will be provided for each Licensee’s new associates.

The trainee must be fully engaged and attend all the assigned training at the Panda’s company-owned Panda Express Restaurant. More than 3 absences is grounds for disqualifying a trainee or removal from the training.

SCHEDULING INITIAL TRAINING

All Management, FOH and BOH staff must complete training before working in any Panda Express restaurant. To obtain more information on training and how to schedule initial training please call Yan Wen, Licensing Project Manager via email at Yan.Wen@PandaRG.com or by phone at 626.799.9898 Ext. 8823.

Licensees need to schedule their associate’s training session no less than three months before their grand opening, and they need to have all of their associates complete their training at least one weeks before the grand opening.

To enable sustainable, top-quality execution from the first day of operation, it is imperative that the Management, FOH and BOH are properly trained in Panda Express Brand Standard procedures. Therefore, prior to opening, the Designated Individual as specified in the applicable License Agreement and all Management, FOH and BOH will successfully complete their applicable initial training program and pass their position certification test. Below Panda has identified the minimum number of associates that are generally required to be trained so a licensed Panda Express Restaurant has a skilled team from the start of operations.

All trainees should attend training dressed in proper Panda Uniform. See “Uniform Standards” in Section 5.

INITIAL TRAINING PROGRAM

Panda’s initial training program consists of 90% hands-on training and 10% classroom instruction. The initial training program covers orientation to the topics shown in the chart below.

The following is a brief overview of the training program and topics.

Section1:Culture/People

1 Orientation

a WelcometoPanda VIDEO

b WelcometoUniversityofPanda VIDEO

c WhyisThisImportant:Orientation HTML

d IntroductiontoE-modules SCORM

e Environment PDF

f OurValues PDF

g PandaMissionandValues SCORM

h OperatingCulture HTML

j WhatisMyRole? PDF

m KnowledgeCheck:Orientation HTML 2 PersonalPresentation&Hygiene(U&the4Hs)

a DressCode SCORM

b Uandthe4Hs SCORM

c KnowledgeCheck:PersonalPresentation HTML 3 GuestService

a ToBeLovedByOurGuest PDF

b GuestServiceBasics Video

c 5StepsofGuestService SCORM

d KnowledgeCheck:GuestService HTML

Section2:FOHFundamentals 1 GuestService

a SpecialRequests PDF

b PhoneEtiquette PDF

c KnowledgeCheck:GuestServices HTML

2 Service TableManagement

a FantasticService Table SCORM

b InductionWarmers PDF

c InductionWarmerProcedures PDF

d KnowledgeCheck:Service TableManagement HTML

a WorkplaceSafetySlipandFall SCORM

b PreventingSlipandFalls PDF

c FrontofHouseCleaning SCORM

d KnowledgeCheck:DiningRoomManagement HTML

Section3:Skill/ToolSet

1 Drive-ThruManagement/SecondaryInductionTableforExpressPick-Up(ifapplicable)

a Drive-Thru SCORM

b StandardOperatingProcedurefortheDrive-Thru PDF

c Drive-ThruStationSetup PDF

d KnowledgeCheck:Drive-ThruManagement HTML 2 CookingTechniques a TheWok SCORM b KnowledgeCheck:CookingTechniques HTML Section4:Security/Work/FoodSafety 1 FoodSafety

a FoodSafetyOntheJob SCORM

b Temperature SCORM

c KnowledgeCheckFoodSafety HTML

THE INITIAL TRAINING PROGRAMS ARE AS FOLLOWS AND ARE SUBJECT TO CHANGE:

DESIGNATED INDIVIDUAL* (3 F

ULL DAYS

)

Three Full Days invested in learning Panda expectations and management processes from Panda’s Area Coach of Operations, License Operations Coach, and the Panda Training Leader, at one or more Panda’s company-owned Panda Express Restaurants, Licensee’s certified training unit, or at some other location Panda designates.

*As designated in the applicable license agreement.

Panda’scompany-owned PandaExpressRestaurant(s), Licensee’scertifiedtraining unit,oratsomeother locationPandadesignates.

GENERAL MANAGERS (8 WEEKS)

Panda’s company-owned General Managers are required to attend training for eight (8) weeks* at one or more Panda’s company-owned Panda Express Restaurants, Licensee’s certified training unit, or at some other location Panda designates. General Managers will learn and practice the processes needed for all positions so they can coach all associates in their performance. They must also master the processes for forecasting, inventory and labor planning, ordering, scheduling, and performance reporting. Their training tracks follow a progression of e-learning, observation, demonstration and restaurant practice. General Managers will be deemed to have met their training requirements when they have passed the prep, cooking and serving certification test administered by Panda’s License Operations Coach or Area Coach of Operations. General Managers must also pass the Phase 1 Kitchen Cooking Test.

GENERAL MANAGERS TRAINING PROGRAM

(8 weeks in addition to Pre-Work online study noted below)

Panda’scompany-owned PandaExpressRestaurant(s), Licensee’scertifiedtraining unit,oratsomeother locationPandadesignates.

ASSISTANT MANAGERS & CHEFS/COOKS (6 WEEKS)

Assistant Managers & Chefs/Cooks are required to attend training for six (6) weeks* at one or more Panda’s company-owned Panda Express Restaurants, Licensee’s certified training unit, or at some other location Panda designates. Assistant Managers & Chef/Cooks will learn, practice and perfect the processes for food safety, ingredient preparation, cooking, and cleaning. Their training tracks follow a progression of elearning, observation, demonstration and restaurant practice. Each Assistant Manager & Chef/Cook must pass the Phase 1 cooking certification test administered by Panda’s License Operations Coach or Area Coach of Operations.

CHEF/COOKS TRAINING PROGRAM

(6weeksinadditionto“Pre-Work”onlinestudynotedbelow)

Panda’scompany-owned PandaExpressRestaurant(s), Licensee’scertifiedtraining unit,oratsomeother locationPandadesignates.

KITCHEN HELP (2 WEEKS)

Kitchen Help is required to attend training for two (2) weeks at one or more Panda’s company-owned Panda Express Restaurants, Licensee’scertifiedtraining unit, or atsome other location Panda designates. Cooks will learn, practice and perfect the processes for food safety, ingredient preparation, cooking and cleaning. Their training tracks follow a progression of e-learning, observation, demonstration and restaurant practice. Kitchen Help must pass the sauce preparation test administered by Panda’s License Operations Coach or Area Coach of Operations.

KITCHEN HELP TRAINING PROGRAM (2Weeks)

Panda’scompany-owned PandaExpressRestaurant(s), Licensee’scertifiedtraining unit,oratsomeother locationPandadesignates.

SHIFT LEAD (2 WEEKS)

Shift Leads are required to attend training for two (2) weeks at one or more Panda’s company-owned Panda Express Restaurants, Licensee’scertifiedtraining unit, or atsome other location Panda designates. Shift Leads will learn, practice and perfect supervising all FOH staff on food quality, portion control, proper cash handling, cleaning of all dining room areas, and salesmanship. Their training tracks follow a progression of e-learning, observation, demonstration and restaurant practice. Shift Leads must pass the service table management, Five Steps of Service, and Portion Control test administered by Panda’s License Operations Coach or Area Coach of Operations.

SHIFT LEAD TRAINING PROGRAM

(2weeks)

Panda’scompany-owned PandaExpressRestaurant(s), Licensee’scertifiedtraining unit,oratsomeother locationPandadesignates.

Panda’scompany-owned

Licensee’scertifiedtraining unit,oratsomeother locationPandadesignates.

COUNTER HELP (1 WEEK)

Counter Help is required to attend training for one (1) week at one or more Panda’s company-owned Panda Express Restaurants, Licensee’scertifiedtraining unit, or atsome other location Panda designates. Counter Help will learn, practice and perfect the process for food safety, serving, cleaning, and service table management. Their training tracks follow a progression of e-learning, observation, demonstration and restaurant practice. Counter Help must pass the service table management, Five Steps of Service, and Portion Control test administered by Panda’s License Operations Coach or Area Coach of Operations.

COUNTER HELP TRAINING PROGRAM

Panda’scompany-owned PandaExpressRestaurant(s), Licensee’scertifiedtraining unit,oratsomeother locationPandadesignates.

All associates shall have a skill level, training, and experience commensurate with the requirements of the position, and consistent with the Panda Brand Standards for quality products, service, and cleanliness.

Following the opening of a licensed Panda Express Restaurant, Licensees will be responsibleforongoing training. Licenseeswillutilize Panda’s training tools andprocesses to sustain capability at all positions. Licensees shall always maintain proficiency for all positions. Licensees shall always maintain on payroll staffing and training certifications to have at least:

 One (1) Certified General Manager.

 Four (4) Certified Cooks, regardless of weekly sales and One (1) more for each increment of $8,000 weekly sales in excess of $7,000 per week.

 Three (3) Certified Service Associates, regardless of weekly sales and One (1) more for each increment of $8,000 weekly sales in excess of $7,000 per week.

A “Week” is 5 consecutive, 10 hour business days, but can adjust this on a case by case basis. Training is a full-time (full day) commitment and the trainee should meet all expectations of training. Training requires the trainee’s full attention. Meetings and calls should be avoided during scheduled training times. More than 3 absences is grounds for disqualifying a trainee or removal from training.

Although Panda is not obligated to do so, Panda’s designated trainer teaching the team may observe and coach the team for the first two (2) weeks of operations in a new licensed Panda Express Restaurant.

COST FOR TRAINING

Pandawillprovide initialtrainingatacompany-owned PandaExpressRestaurant, Licensee’s certified training unit or any other location Panda designates. Panda will not charge a fee for the first eight (8) attendees for each Unit Location, but reserves the right to charge a fee for materials and participation for all other attendees.

Below are Licensee’s costs associated with their associate’s on-going training after initial training.

Module 1-Module 2: $200 each module plus overtime premium

Module 3-Module 6: $300 each module plus overtime premium

Kitchen Test 1-Kitchen Test 2: $200 each plus overtime premium

Kitchen Test 3: $300 each plus overtime premium

Labor cost to Licensee per Module = 20 hours per week of training at company-owned Panda Express Restaurant multiplied by that store’s average hourly wage.

(Ex: 2 weeks of training = 40 hours. 40 hours x $12* = $400 labor cost)

*Thisamountvariesbycompany-ownedPandaExpressRestaurantandincludesthatrestaurant’staxes andbenefits.

A NOTE ON INITIAL TRAINING AND REMEDIAL TRAINING:

All initial and remedial training is important to maintain, promote, and enhance the Panda Express Restaurant brand and concept.

As mentioned above, initial training requires General Managers, Assistant Managers, Chefs/Cooks, and Shift Lead/Counter Help to pass applicable certification tests. Following initial training, on an annual basis, at least four (4) Chefs/Cooks for a Unit will be required to obtain updated cooking certifications from Panda’s local Operations Team.

Training programs are offered periodically as needed to meet demand, but not at any specific intervals. Licensee will be responsible for all travel, living, salary, incidental and other expenses for personnel attending the initial training program and any other training programs, seminars or meetings.

Classes will be taught by our designated trainers who have had at least 15 months' experience in the field and as Panda Express Restaurant General Managers, except that the “Pre-Work” videos, e-modules and reading will be self-guided. These trainers may be assisted by other Panda Express staff members, depending on the class needs and subject matter. Instructional materials may include Brand Standards Manuals along with handouts.

All management team members and associates must have a skill level, training, and experience commensurate with the requirements of the position, and consistent with the Panda Express Brand Standards for quality products, service, and cleanliness.

Licensees are solely responsible for hiring a sufficient team to enable team performance to remain consistent with Panda Express Brand Standards and procedures. Licensees are solely responsible for any associated costs including the cost of uniforms for each team member who attends any of Panda’s training programs and also for any travel, accommodation and other incidental expenses for all team members while attending training.

Panda can require that remedial training be taken if Panda thinks it is necessary because Brand Standards are not sufficiently maintained. Remedial training can involve any combinationof training relatingto theDesignatedIndividual,GeneralManager, Assistant Manager, or Chef for the applicable Restaurant. Applicable staffwill attend the remedial training at times and places Panda selects. Panda charges a fee for remedial training, which is currently $500 per each service and travel day for each of Panda’s staff members engaged in the remedial training. The charge applies for each whole/partial 8-hour day. Licensees are responsible for Panda’s personnel’s expenses incurred in delivering the training, including travel, lodging, food, and incidental expenses.

Panda can require that Licensee’s staff members sign an approved form of confidentiality and non-disclosure agreement as a condition to participate in any training program or receipt of any materials.

Additional guidance can be furnished in whatever manner Panda considers appropriate, including electronically, in writing or orally. Assistance can be made available through Panda’s selected methods, which can include web-based and other training programs and on-site consultations. Panda may provide at Licensee’s request on-site consultations at the Licensee’s Panda Express Restaurant if Panda has advance notice and available personnel. If Panda does, Panda requires payment of reasonable travel, food, incidental and lodging expenses, as well as our current training fee. The fee is currently $500 per whole/partial 8-hour day and is applicable to service days and travel days for personnel of ours engaged in the training.

UNIFORM STANDARDS

Personal appearance and presentation of all individuals representing the Panda Express Restaurant brand contributes to the total guest’s dining experience.

Panda requires all of its company-owned Panda Express Restaurant associates to adhere to certain personal appearance standards and expect Licensees to require their own licensed Panda Express Restaurant associates to do the same. Wearing a uniform is part of those standards.

Panda’s Uniform Standards require that each of its associates and General Managers wear Panda branded uniforms at all times and the following:

 Black Pants

 Panda Issued Management Polo (for GM, AM, and Chef)

 Panda Issued Associate T-Shirt (for FOH and BOH Staff)

 Bib Apron

 Panda Cap

 Badge

CLOTHES

Shirts: Should be cleaned and ironed. Shirttails should be tucked in.

Pants: Black pants cleaned and pressed.

Aprons: Must be worn at all times and cleaned.

Socks: Required. Only black or dark blue socks are permitted.

Shoes: Black, closed-toe, and non-slip rubber soles.

Caps: Must be worn at all times while on duty. Kitchen caps must be worn by Back of House staff.

Nametags: Must be worn at all the times on the right, top corner of apron or shirt.

HAIR*

 Neatly and conservatively styled.

 Long hair must be put up in a bun or ponytail restricted above the collar and confined under the cap.

 Hair must be pulled away from the face.

NAIL & FACIAL HAIR*

 Nails should be short and clean. Nail polish and fake nails SHOULD NOT be worn for sanitary reasons.

 Shave daily before reporting to work. Beards and goatees are NOT permitted.

 Sideburns must be neatly trimmed and may not extend beyond the bottom of the ear lobe.

 A mustache may be worn, but must be neatly trimmed and not extend below the upper lip.

JEWELRY*

Necklace: May be worn as long as it does not dangle outside of the uniform.

Earrings: A pair of small earrings or post-type may be worn. Large or dangling earrings are not acceptable.

Piercing: Visible body piercings are not permitted.

Tattoos: Visible tattoos must be conservative and non-offensive.

Watch: One (1) wristwatch may be worn. No watch is permitted for Back of House staff.

Bracelets: Not permitted.

Rings: No more than one (1) plain wedding/engagement band may be worn.

*Pandaisprovidingtheaboveinformationforreferenceonly,anditistheresponsibilityofeachLicenseeto decideontheirownpolicies.

Black pants not included. Shirt must be tucked in.

ROAD TO GRAND OPENING

OVERVIEW: ROAD TO GRAND OPENING

Once the licensed Panda Express Restaurant has been developed and is fully set-up in accordance with Panda Brand Standards, Licensees will need to staff, train, and run their business according to Panda Brand Standards. Below Licensees will find an overview of how Panda pursues the Road to Grand Opening for its own Panda Express Restaurants and how it expects Licensees to pursue the Road to Grand Opening for their own licensed Panda Express Restaurants. More information on the specifics of Panda’s staffing and training norms will be presented in up-coming chapters. (See Section 4 and 5)

3MONTHS BEFORE THE GRAND OPENING: PEOPLE

• AdesignatedstoreGeneralManagerwhowillworkexclusivelyat thePandaExpressRestaurantshouldbehiredandbegintraining inacorporateownedPandaExpressRestaurantstoreforeight(8) weeks.

• AnAssistantManagerandChefshouldalsobehired.Theybegin traininginacorporateownedPandaExpressRestaurantstorefor six(6)weeks.

• Atleastfour(4)fulltimeCooksshouldbehired.TrainingforCooks inacorporateownedPandaExpressRestaurantstoreisforsix(6) weeks.

1MONTH BEFORE THE GRAND OPENING: PEOPLE

• Atleastten(10)FrontofHouse(FOH)andten(10)BackofHouse (BOH)associates(i.e.,four(4)Cooksandsix(6)KitchenHelp) shouldhavebeenhired.

• Four(4)additionalpart-timeCooksshouldhavebeenhiredand starttheirtraining.

20DAYS BEFORE THE GRAND OPENING: OPERATIONS

• Receiptofallcookware,smallware,basicsauces,paper products,uniforms,andmarketingmaterialsnecessaryfor operationsshouldbeverifiedon-site.

10DAYS BEFORE THE GRAND OPENING: PEOPLE

• Atotalof1GM,12-13FOHand16BOHstaffshouldhavebeen hired.

• ThestorewillonlybeallowedtoopenifallthenecessaryFOH andBOHstaffhavebeenhiredandallkeypersons(General Manager,AssistanceManagerandHeadChefwithfour(4) Cooks)havecompletedtheirtraining.

• Ifstaffingisnotfulfilledbythistime,Licenseesshouldcontact Panda’sOperationsDepartmenttoworkoutadelayinopening plan.

OPERATIONS

• Allstoreequipment(i.e.,coolingequipment,cookline equipment,exhaust,inductiontable,allplumbingandelectricity) shouldbeinstalledandproperlyworking.

• Ifrepairsareneeded,repairsshouldbescheduledimmediately.

3DAYS BEFORE THE GRAND OPENING:OPERATIONS

• Allingredientsandrestaurantsuppliesshouldbeon-site.Cleaning andset-upofthestoreshouldcommenceimmediately accordingtostations.

2DAYS BEFORE THE GRAND OPENING:OPERATIONS

• BOH’sprepworkshouldbestartedandcompletedtheday beforetheGrandOpening.Allproteindefrosting,cooking sauces,producecutting,andprepworkshouldbepreparedfor 2daysuse.

NEW STORE OPENING TEAM

Panda is in the business of licensing the Panda Express Restaurant brand, and a Licensee’s license includes the assistance of our team to assist Licensees to open their licensed Panda Express Restaurant. Panda’s New Store Opening Team (“NSO”) delivers hands-on training, provides guidance to new store openings, andensures that the Panda Brand Standards are being executed during the new store opening process. This is Panda’s guide to Licensees for building a successful Panda Express Restaurant opening, including planning, recruiting, and operating.

TRAINING SUPPORT PROVIDED FOR MULTIPLE STORE OPENINGS

Panda will send 2 BOHtrainers and 2 FOH trainers to support Licensee’s team. This applies only when Licensees have sent at least one (1) GM or AM, plus three to four (3-4) BOH staff to train in Panda’s approved and assigned Panda Express Restaurant training stores. Licensee’s associates will need to complete three (3) months of store training and be certified by us prior to the store Grand Opening.

OPERATIONS

PROCEDURES

DAILY PROCEDURES

Panda will provide all Licensees with a copy to its Panda Store Operations Standards as a tool and guide on how to manage and perform daily procedures and operations. Panda’s Store Operations Standards may be updated from time to time and if there is a conflict between this Brand Standards Manual and the Panda Store Operations Standards, please refer to the Panda Store Operations Standards for the most up to date practices.

GUESTSERVICEPROCEDURES

Panda’s and Licensee’s success is based on 100% guest satisfaction. Panda strives to treat its customers as guests invited to its home. Panda’s managers and associates must see to it that everything is done to provide a comfortable and hospitable experience for the guest. Panda expects Licensees, their managers and associates to do the same at their licensed Panda Express Restaurant.

THREE WAYS TO SHOW GUEST LOVE: Food, Service and Ambiance/Appearance.

[See CO 301-1 Guest Service Basics e-module at UOP for more detail]

#1 Food: Serving hot and delicious food will get guests to come for more. To make and serve good food, Panda looks at the flow of food through the store.

 Receiving: Check all food items delivered to the store for quality and store them away immediately.

 Storage: Put items away in the correct place and at the correct temperature.

 Preparing: Follow the correct procedures for preparing food. This includes thawing, marinating, washing, cutting and mixing.

 Cooling: Follow all recipes and make sure that only fresh food is served to Guests.

 Holding: All food is held at 140 F or above.

 Serving: Always serve a heaping scoop onto the plate.

#2 Service: Panda gives Guests the best service by being friendly and helpful.

 Smiling and making eye contact are important to Guests.

 Provide great service with a friendly attitude.

 Thank Guests for coming to the restaurant.

 Being attentive to Guests shows care.

 Achieving great Guest Service is a team effort.

 Support each other for a win-win.

 Ambiance: Keeping a store clean and spotless will make for an inviting experience.

#3 Ambiance/Appearance: Panda always makes a good impression by making sure its associates are dressed neatly and the store clean.

 Always wear the correct uniform (see “Uniform Standards” in Section 5). It should be clean with no wrinkles or tears.

 Keep clean. Long hair must be held by a bun, braiding or a hair net, in addition to a hat.

 Keep hands nice and clean.

 Never drink, eat or chew gum in Guest areas while working.

 Never smoke in the store.

 Keep the dining area clean. Empty trash cans, as needed. Wipe off tables, chairs and trays. Sweep and clean the floors.

 Keep the restroom clean. Empty full trash cans. Clean the floors, toilets and sink. Fill the soap, paper towels and toilet paper.

FIVE STEPS OF GUEST SERVICE

Panda constantly strives to provide exceptional Asian dining experiences to its guests by following the five steps of service:

1. Welcome Statement

2. Offer a Sample

3. Suggestive Sell

4. Offer a Beverage

5. Goodbye Statement

[See CO 302-1 Five Steps of Guest Service e-module at UOP for more detail]

SERVICE MANAGEMENT

Proper management of the Front of House is a very important part of a successful operation.

Floor Management is what managers do every day to bring out the best in associates so that the store runs as smoothly as possible and Licensees can accomplish their individual and company goals. [See CO 706-1 Floor Management e-modules at UOP for more detail]

 Growbyenhancingtheassociate’s skillset&mindsetdevelopment

 Improvedguestservices

 Improvedsalesgrowth

 Improvedprofitgrowth

FINANCIAL GUEST PEOPLE

FLOOR MANAGEMENT

o Assign Associate: Know associates’ strengths and weaknesses and the store’s rush hours to make sure things run smoothly.

o Teach and Observe: Teach associates their job and responsibilities and observe their performance.

o Coach: Give associates feedback to help them develop and improve.

o Manage Time: Create a list of tasks daily and prioritize them.

SERVICE/INDUCTION TABLE MANAGEMENT

The service/induction table helps present Panda Express food in an attractive manner while keeping the entrees hot and fresh. Panda’s guests love how Panda Express food looks on the service/induction table, so it is important to be aware of how the service/induction table looks. [See CO 703-1 Fantastic Steam Table and CO 704-1 Temperature e-modules at UOP for more detail]

KITCHEN PROCEDURES

THE FIVE FOOD QUALITY STAGE: It is everyone’sjob to makesure the foodis the highest quality from the moment it comes into the stores. There are five steps in the flow of food: Receiving, Preparing, Cooking, Holding, and Serving. [See CO 401-1 Fantastic Food Quality and CO 504-1 Flow of Food e-modules at UOP for more detail]

1. RECEIVING:

 Accept food that is fresh or properly frozen, free of infestation or contaminations, and within the acceptable temperature ranges and condition for the food type.

 Use First In, First Out, (FIFO) to rotate new and old Item. FIFO is a method of storage rotation that ensures that food received first is used first. All food is dated. New food is placed behind earlier dated food.

 Receive refrigerated food below 41°F and frozen food below 0°F.

 Dry and chemical items should be received in good condition and store in their original containers in a separate area away from food.

2. PREPPING: Food Quality can be affected if prep is not done correctly. Remember ORF: Organize, Rotate and Follow Procedures.

 Vegetables: Clean and wash vegetables according to the correct procedures. Cut vegetables to the correct specification.

 Meat: Follow all meat thawing procedures. Use the correct measurement tools and procedures when marinating.

 Sauces: Follow recipes and procedures and use the right measurement tools when making sauces. Use the correct proportion of cornstarch and sauce mixture.

3. COOKING: Make sure to use the correct cooking techniques. Following the recipe Is very important for food quality.

 Weigh food to ensure correct proportion of meat to vegetables.

 Use the correct measurement tool when adding condiments.

 A blue flame is the correct flame to use during cooking to enhance taste.

 The water should be boiling when you blanch vegetables to ensure crispness and color.

 Only fresh, quality foods are used to cook. Throw away anything that is not up to Panda Brand Standards.

 Randomly check the final product for quality. Make corrections as needed.

4. & 5.: HOLDING AND SERVING: ONCE THE FOOD IS COOKED, IT IS READY TO SERVE. HOLDING THE CORRECT WAY WILL ENSURE FOOD QUALITY:

 The correct temperature in the Service Table keeps food hot and moist.

 Stir food to keep it warm and fresh. Don’t serve food that is past its shelf life (40 minutes on cooked food, 30 minutes for deep fried items).

 Food should be served and packed neatly.

THE

CAUSES

OF BAD FOOD QUALITY

: A manager will need to recognize good and bad food quality and know how to correct bad food quality. Below Licensee’s will find common causes of bad food quality, characteristics of bad food quality, and what they can do to improve food quality.

For Example:

When there is not enough cornstarch mixture, the dishes will be watery.

When there is too much cornstarch mixture, the sauces will be dry and lumpy.

Follow the recipe when mixing cornstarch mixture and sauces. Mix the sauce well before cooking.

A red flame is too weak to enhance the food flavor. This can make food watery. Red flames occur when the burner tips are dirty.

A blue flame is very strong. It is the ideal flame color for cooking Chinese food because enough gas is present to enhance the food flavor and temperature. It is important to clean the burner tips every day.

If the Service/Induction Table temperature is too high, the food will become dried out.

If the Service/Induction Table temperature is too low, the food will become mushy and soggy.

The Service/Induction Table temperature should be set to between 180-200 F to keep the food above 140 F.

PANDA EXPRESS COOKING AND RECIPES:

PREP STATION VEGETABLES: [See CO 412-1 Prep Station Vegetables e-modules at UOP to learn about vegetable facts, equipment, safety guideline, washing vegetables, cutting vegetables, and food processor safety]

WOK COOK STATION: [See CO 705-1 Wok e-modules at UOP to learn about Wok facts, Wok equipment, Wok safety, Wok cooking, Wok cleaning]

COOKING AND RECIPES: [See CO Section 4 e-modules at UOP to learn the latest cooking methods, margination and recipe for each dish]

CLEANING

FRONT OF THE HOUSE CLEANING: [See CO 530-1 FOH Cleaning e-modules at UOP to learn about Dining Room, Restrooms, Floors: Mop & Deck Brush, and Drink Station cleaning]. Associates should have “clean as you go and daily cleaning” habits.

BACK OF THE HOUSE CLEANING: [See CO 531-1 BOH Cleaning e-modules at UOP to learn about 3 Compartment Sink, Exhaust Hoods & Walls, Floors: Mop & Deck Brush, Stainless Steel cleaning]

FOODSAFETY ANDQUALITY ASSURANCE

All Panda Express Restaurants must place the highest possible value on sanitation and food safety. Following improper procedures in one restaurant on one day could expose guests to physical illness or injury and inflict long-standing damage to the Panda Express Restaurant brand and concept.

Panda Express takes great measures to live at the opposite end of the spectrum, projecting cleanliness, openness, quality, and safety. Panda expects Licensees to do the same.

To maintain the fervor, Panda Express Restaurants follow strict operating disciplines on a daily basis that are inspected by above-restaurant leaders at every visit. Licensed Panda Express Restaurants are evaluated by Panda’s Area Coach of Operations at least every 4 weeks, and all restaurants are audited by EcoSure, a food safety and sanitation division of Ecolab (or similar company approved in writing by Panda) at least 4 times a year.

TEMPERATURE LOGS

Every restaurant records the temperature of every dish on the service/induction table 3 times a day and checks the temperature of all holding and cooking equipment twice daily. All food is cooked to at least 165° F before it is placed on the service/induction table, where it must be held above 140° F by steam or induction heating elements.

ECOSURE FOOD SAFETY AND SANITATION AUDITS

EcoSure auditors, professionals in food safety procedures, visit Panda Express Restaurants to assess performance and, when necessary, coach for improvement. On a rare occasion, a restaurant will score below 90%, constituting a failure. Less than 1% of inspections result in a failure.

For more information on EcoSure and Panda’s food safety audits and reports please refer to the Panda Restaurant Group Food Audit Program.

FOOD SAFETY ON THE JOB: [See CO 501-1 Food on the Job for more detail]

THE PANDA TEMPERATURE DANGER ZONE: Licensees need to take the temperature of the food to make sure the food is safe. 42 - 139°F is the Temperature Danger Zone.

SANITIZING BUCKETS: Prepare sanitizing buckets. Have one for FOH, BOH and one to clean the dining room tables. Sanitizer solution must be between 200 -300 ppm. Change the sanitized water at 11 am, 2 pm, 5 pm, 7 pm and whenever you may need to. Bacteria can live on towels. Be sure to wash and rinse the towels before putting them in the buckets.

CROSS-CONTAMINATION: Organize food in the Walk-in Cooler from top to bottom according to the final cooking temperature, as shown below.

Cross-contaminationoccurswhen juicesofrawmeatdripontoa ready-to-eatfoodproduct.Thisis verydangerous!

Alwayskeepchicken,beef,pork, andshrimpinseparatecontainers.

FOOD SAFETY U AND 4HS: Personal Hygiene is personal cleanliness. At Panda, we remember personal hygiene with “U and the 4Hs” which stand for Uniform, Health, Hand Washing, Hand Care, Hair. [See CO 502-1 Food Safety U and the 4Hs emodules at UOP to learn more about Uniform, Hand Washing, Hand Care, Hair]

** For detailed food safety assessment and audit process, please refer to Ecosure Food Safety Audit Handbook and Food safety checklist.

RTE(ReadytoEat)

S(Seafood)

P(Pork)

B(Beef)

C(Chicken)

SERVING SYSTEM

STANDARD PORTION

Every dish item Panda sells has a standard portion size. Most combo portions for entrees are based on 1 heaping scoop of a 4 oz spoodle.

INDUCTION FOOD WARMER PROCEDURES

HANDLING PROCEDURES*

*AsApplicableforservicetable.

OPENING PROCEDURES

Daily opening procedures will become second nature to associates over time. Until then, this section is designed to help guide Licensees to master the day-to-day activities they will perform at their licensed Panda Express Restaurant. Licensees should always keep in mind that they are an independent businessperson and that they are solely responsible for their day-to-day operations at their licensed Panda Express Restaurant and performance of their associates. This section of the Brand Standards Manual describes the opening procedures that we implement in Panda company-owned Panda Express Restaurants and expect that Licensees will implement at their licensed Panda Express Restaurants. Associates performing opening procedures must be in full Panda Express uniform, but are at all times under their own supervision and control.

OPENING PROCEDURES: FRONT OF HOUSE (FOH)

REQUIREMENTS: Associates performing opening procedures must be in full Panda Express uniform. Licensees should ensure that their associates are clocked into the time card clock when performing any opening procedures.

OPENING PROCEDURES: FRONT OF HOUSE (FOH) FLOW CHART

PROCEDURES:

1. Disable alarm if BOH has not already done so

2. Fill up service table if applicable

a. Fill service table with water to appropriate level

i. Water level should reach 1 inch below pan

ii. Turn water off when water reaches 1 inch below pan

b. Turn temperature dials to HIGH

i. Adjust temperature dials to hold water from 180-200°F

3. For induction service table, ensure all temperature gauges are working and set between 180-200°F.

4. Brew Tea

5. Count in one register

a. Verify register funds are consistent with pre-determined start amount

b. DO NOT share registers. Doing so is a violation of cash handling policy

6. Check drink station

a. Check to make sure paper goods (napkins, straws, chopsticks, forks) are stocked

7. Set up:

a. FOH and BOH sanitizer bucket

i. Use test strip to ensure sanitizer solution is between 200-400ppm

b. Steamed rice station

i. Place out rice paddle and steamed rice holding drum

c. Bottle Drink station

i. Ensure bottle drink station is organized and covered with ice

8. Check:

a. Drive Thru (DT)

i. Ensure DT station is stocked

ii. Replace soda nozzles if they were soaking overnight

iii. Fill ice bin

iv. Unlock DT window

b. Service Line

i. Ensure paper goods (plates, to-go boxes, pails, bowls, etc.) are stocked

ii. Ensure sauces and fortune cookies are stocked

c. Lobby

i. Review lobby floor, tables, and chairs for any debris missed by closing crew

d. Restrooms

i. Ensure toilet paper, hand soap, and paper towels are stocked

ii. Review cleanliness of floor, walls, sink, toilet

9. Turn on store lights and music

a. If weather is not sunny, also turn on exterior store lighting

b. Music should be played at a low level to be heard in the background and not interfere with ability to serve Guests or Guests’ conversations, and may be unrecognizable or muted by Guest activity and by food preparation and cooking within the kitchen area

10. Check and clean parking lot and patio

a. Take out and arrange chairs, set up exterior trash can, unfold umbrella if applicable

11. Check parking lot for gum, cigarette butts, and debris

12. PIC ensure cameras are working

a. Use computer to verify that all cameras are on and recording

b. Record that cameras are working in Daily Safe Log

13. Verify safe funds and complete safe log upon PIC arrival

a. Safe funds should be consistent with pre-determined amount

i. Fill out Start of Day Manager signature and amount in Daily Safe Log

STANDARDS:

FOOD: Either batch#1 or batch #1/2 of R1, M1, C1, Promotional item(s), and 3 other entrees are available

SERVICE: Explain item availability and cook unavailable items upon request

AMBIENCE: Lobby is clean and stocked, patio is set up, doors and windows are clean

OPERATIONS: Recommended food shelf life. 30-40 minutes.

CONTROL:

 Person in Charge (PIC) or General Manager (GM) performs quality check when upon arrival.

 Labor is tracked to evaluate efficiency

DEFINITIONS:

POLICY: A non-negotiable set of rules

PROCEDURE: A series of steps to complete a task

STANDARD: A measurable expectation

CONTROL: A method by which standards are measured

GUIDELINE: A recommended series of steps

REFERENCE: A source of general information about a specific topic

SERVICE TABLE/ INDUCTION TABLE SET UP

Entrée layout for the service table/ induction table is a very important part of merchandising. It is very important to providing an exceptional experience. Follow service table or induction table layout for visual menu variety. Promotional entrees are at the front to drive awareness. Appetizers at end for add-on sales. There is some flexibility in the layout based on the licensed store’s demographics. Before making changes to the standard layout, Licensees should contact the License Operations Coach and Marketing Department to help maximize the effectiveness of their service table/ induction table.

INDUCTION TABLE LAYOUT (SEE IMAGE BELOW)

OPENING PROCEDURES: BACK OF HOUSE (BOH)

REQUIREMENTS: Associates performing opening procedures must be in full Panda Express uniform. Licensee should ensure that their associates are clocked into the time card clock when performing any opening procedures.

OPENING PROCEDURES: BACK OF HOUSE (BOH) FLOW CHART

PROCEDURES:

1. Disable alarm if FOH has not already done so

2. Fill up service table if applicable

a. Fill service table with water to appropriate level

i. Water level should reach 1 inch below pan

ii. Turn water off when water reaches 1 inch below pans

b. Turn temperature dials to HIGH

i. Adjust temperature dials to hold water from 180-200°F

3. For induction service table, ensure all temperature gauges are working and set between 180-200°F.

4. Turn on exhaust fan, kitchen light, Teriyaki Grill, and ONLY 1 fryer

a. Teriyaki Grill should be set to 425 degrees

b. Turn on Fryer A (the one with newer oil)

c. Second fryer turned on based on business needs

5. Light pilots for cooking range

6. Light blancher pilot and boil water

a. Fill blancher with enough water to reach the ring on the top of the blancher basket

7. Take out sauce cart from walk-in cooler

a. Place measuring spoons and spoodles in the correct places on sauce cart (i.e. 1.5 tsp for ginger garlic but only 1 tsp for crushed chili)

8. Set up:

a. Sink #3 on 3-compartment sink

i. Fill sink #3 with sanitizer solution. Solution should be lukewarm (70 degrees).

b. Prepare and cook Steamed Brown Rice

9. Cook Soup, Sauces, R1, M1, C1, Promotional item(s), and 3 other entrees

a. Use sales by 30 mins to determine batch size:

i. Sales < $75=batch #1/2

ii. Sales > $75=batch#1

iii. Entrée selection should be determined by product mix

 R1, M1, C1, and Promotional Items are the only requirements

b. Cook rest of entrées by request (cook batch #1/2)

c. Fill up service table 15 minutes prior to lunch rush

i. Lunch rush based on sales by 30 mins report

d. Soup and Sauces can be cooked at the same time as entrees if manageable

i. The two entree woks may be used simultaneously

 Do NOT use the starch wok and an entrée wok simultaneously

10. Cook E1, E2, E3,

a. 2 Orders max

STANDARDS:

FOOD: Either batch#1 or batch #1/2 of R1, M1, C1, E1, E2, E3, Promotional item(s), and 3 other entrees are available

SERVICE: Explain item availability and cook unavailable items upon request

AMBIENCE: BOH is clean and stocked, display cooler is organized Operations:

OPERATIONS: Recommended food shelf life. 30-40 minutes.

Control:

 Person in Charge (PIC) or General Manager (GM) performs quality check when upon arrival.

 Labor is tracked to evaluate efficiency.

PREP TABLE AND DISPLAY WINDOW SET UP

Licensees will have two prep coolers, a large 84-inch table and a smaller 36-inch one. The large one will be used for storing vegetables, meat and sauces and the smaller table will be used to store chow mein, vegetables and fried vegetables. The prep coolers are also used for cold holding vegetables, sauces and tofu. If you need to replenish the wok table with sauces, this is where you will store the sauce for replenishment.

The prep table should be neat, orderly and meet health requirements. It should also include a thermometer to verify accurate temperature

 Prep table is clean and well-maintained

 Vegetables are maintained at proper temperature

 Vegetables are neatly organized

Cut vegetables are held in a 1/3 6 inch clear plastic container with a clear lid, placed where the cook can grab the vegetables when needed. This should remain covered and be replenished before closing.

To ensure freshness, Licensees are required to clean it every night. All of the vegetables should be used before replenishment. If they have not been used for three days, they must be discarded.

The prep cooler will hold the pre-cut, ready to cook vegetables, cut and diced in boxes. It should be filled in the morning, emptied and cleaned at night and put boxes back. For display window organization, please see below.

TEMPERATURE LOG

The temperature log should be checked daily. The temperature log is a very important documentation for the Health Department. Licensees are required by the Health Department to preserve for one year or the applicable period required by the local county. If Licensees miss a check time, they need to make a notation and indicate their corrective action to prevent them from missing checking the temperature in the future. The log should be neat, with ink, not in pencil or erased.

It’s important the associate working at the prep tables follow health and safety rules. Responsibilities when working at this station include:

 Strictly following all safety and sanitation rules

 Handling all equipment correctly

 Preparing all meat, seafood and vegetables

 Following Panda recipes

 Using appropriate measuring utensils and scales to ensure food quality and consistency

 Cooking food items in deep fryer and microwave oven

 Cooking all sauces, steamed rice, fried rice and chow mein

 Using and cleaning food processor

o licensees should be trained to use this machine

 General cleaning

 Daily sweeping and mopping

 Cleaning and sanitizing equipment and work surfaces

 Deep cleaning

CLOSING PROCEDURES

Daily closing procedures will become second nature over time. Until then, this section is designed to help guide Licensees to master the day-to-day activities they will perform at their licensed Panda Express Restaurant and the performance of their associates. This section of the Brand Standards Manual describes the closing procedures that Panda implements in its company-owned Panda Express Restaurants and expect that Licensees will implement at their licensed Panda Express Restaurants. Associates performing closing procedures are at all times under their own supervision and control.

CLOSING PROCEDURES: FRONT OF HOUSE (FOH)

CLOSING

PROCEDURES: FRONT OF HOUSE (FOH) FLOW CHART

PROCEDURES: PRE-CLOSE

1. Close Register 2

a. GM/PIC runs Final Drawer Report and retains it until associate has complete his/her cash count

b. Cashier counts out pre-determined drawer amount and leaves in register

i. Cashier makes change and refills coin dispenser if needed

c. Cashier counts remaining cash to be verified by GM/PIC

i. Stores using Galileo safe can feed cash directly into safe

d. Attach Credit Card receipts, refund receipts, and BMGs to be sent to Support Center

e. Cashier must complete Cashier Audit Log

i. Both GM/PIC and Cashier must sign the log

f. Drop cash in top safe

2. Condense service table to available items

a. Communicate with BOH to cook unavailable items when ordered

b. Kitchen DOES NOT stop cooking food until closing

3. Clean and secure patio

a. Wipe down table and stack or chain chairs if needed

b. Take out patio trash

4. Lock side door

5. Clean Lobby door glass

6. Take out trash

7. Restock paper goods, sauces, fortune cookies on service line

a. Ensure sufficient supply of plates, bowls, to-go boxes, pails for lunch rush next day

8. Clean and restock:

a. Restrooms

i. Wipe down walls

ii. Clean sink and toilet

iii. Clean mirror

iv. Restock hand soap, paper towels, and toilet paper

b. Beverage station

i. Restock straws, napkins, forks, chopsticks

ii. Polish stainless steel

iii. Clean grill for soda fountain

c. Drive-Thru (DT)

i. Restock bowls, to-go boxes, pails, cups

ii. Restock fortune cookies, sauces, forks, napkins, chopsticks

iii. Polish stainless steel

iv. Clean DT window glass

STORE CLOSES

9. Lobby

a. Wipe all tables and chairs

i. Check underneath tables for gum

ii. Clean cracks behind booth benches

b. Sweep Lobby floor

c. Lock all doors 15 minutes after closing

i. Continue to let guests enter store until 15 minutes after close

ii. Once doors are locked, do not let guests enter store

iii. Doors may be locked earlier only if all food is sold prior to 15 minutes

d. Wet mop Lobby floor with Xcelerate and let sit for 10 minutes

i. Xcelerate should be mixed with cold water only

ii. DO NOT dump buckets of water or hose down the floor

iii. By the time mop is done, the starting point will have been sitting for 10 minutes

e. Dry mop floor with Xcelerate

i. If water in mop bucket begins to turn black, change and refill water and resume mopping

ii. DO NOT use hot water to dry mop

f. Clean Tea dispenser and soda fountain nozzles

i. Disassemble nozzle and clean each part

ii. Replace nozzles when cleaned

g. Polish all stainless steel

i. Drink station

ii. Fork/straw holder

iii. Hand rails

h. Prepare Trash for morning take-out

i. Empty lobby trash cans and replace lobby trash bags

ii. DO NOT take out trash after doors are locked

 Trash must be taken out prior to locking the doors

iii. Bring in chairs from patio if needed

10. Service Table

a. Pre-pack to-go boxes with excess food and label boxes with items and time

i. Continue to sell remaining food

b. Clean, rinse, and dry service table wells

i. For induction wells, wipe down wells with water ONLY

 For induction wells, also clean the rings around the wells

c. Polish stainless steel surfaces

d. Clean sneeze guard glass, drink bin, registers, and merchandise display

e. Place serving utensils out for next day and cover wells with clean empty pans

11. Cash Handling

a. Close all remaining registers and lock DT window

i. Each cashier is responsible for closing his/her own register

ii. Each cashier must complete Cashier Audit Log

iii. DO NOT count another cashier’s register

b. Verify safe funds and complete Daily Safe Log

i. Safe funds should be consistent with pre-determined amount

ii. Fill out End of Day Manager signature and amount in Daily Safe Log

iii. Ensure all doors are locked before counting safe

c. Empty and count donation box

i. Leave 3 or 4 $1 bills in the box to encourage more donations

d. Prepare and secure bank deposit

i. Consolidate all cash drops from cashier count-outs and cash pulls

ii. Count total amount and fill out bank deposit slip

iii. Seal cash and bank slip in bank deposit bag and place in top safe

iv. Stores with Galileo safe can deposit cash directly into top safe without bank bag

e. Complete EOD Cash sheet

i. Run Report PMC then access EOD Cash Sheet from PAWS menu

ii. Input any adjustments, donations, and final cash amount

12. Turn off music and store lights

13. Set alarm unless BOH is still in store

STANDARDS

FOOD: All food is sold or distributed to guests, neighbors, or donation by time of departure

SERVICE: Continue cooking to order until closing

AMBIENCE: Lobby cleaned and stocked, doors and windows clean, restrooms cleaned and stocked, service table polished, registers dust free, DT cleaned and organized

OPERATIONS:

Venue Type End Cap Drive Thru Mall/Casino Store in Store Time

*45minuteseachfora2-persondeployment.

CLOSING PROCEDURES: BACK OF HOUSE (BOH)

CLOSING PROCEDURES: BACK OF HOUSE (BOH) FLOW CHART

PROCEDURES: PRE-CLOSE

1. Cook reduced batch sizes

a. Start reducing batch sizes 30 mins before dinner rush ends

b. Replenish R1, M1, C1, Promotional item(s), Top 5 Selling Entrees, E1, E2

i. Actual 30 min sales < $75 = batch #1/2

ii. Actual 30 min sales > $75 = batch #1

c. All other entrees cook to order

i. When cooking by Guest request, cook batch #1/2 only

 If less than 30 minutes until close, cook single portions

d. Food ordered by Guest must be accommodated until closing

 DO NOT stop cooking food prior to closing

2. Check prep level in walk-in cooler and inventory level for next day

a. Ensure that enough meat is thawed and veggies are prepped for at minimum next day lunch rush

b. Note:

i. If inventory is not sufficient, plan accordingly

ii. If closing exceeds 2 hours, do not stay late to prep/cut veggies. Leave prepping/cutting for next day

3. Wash and refill sauce cart

a. Prep and set out Sweet Sour and Teriyaki Sauce for next morning

i. Store in reach-in cooler

ii. Do NOT pre-mix Teriyaki Sauce with K-Starch

4. Clean and restock prep table, reach-in freezer, and reach-in cooler

5. Clean veggie display cooler glass doors

6. Oil Filtering

a. For Built-in Filter Fryers

i. Wear proper filtering gear

ii. Turn fryer to “Pilot.” Ensure a clean filter pad is in place in filter pan

iii. Open drain valve (red handle) and allow oil to drain into filter pan. ONE FRYER AT A TIME

iv. Wipe fry pot with clean blue towel and scrub inside tank with green/blue scrubby pad

v. Turn on filter pump (yellow handle) allowing oil to circulate back to fry pot for 1 min

vi. Close drain valve (red handle). Turn on filter pump (yellow handle) and return filtered oil to fry pot. ALLOW oil to bubble for 15 seconds. Turn off filter pump (yellow handle)

vii. Pull out filter pan and discard crumbs from crumb tray

viii. Remove and wipe off hold-down ring with blue towel

ix. Remove and discard used filter pad (at end of each day)

x. Remove and wipe filter screen with blue towel. Clean and wipe out filter pan with blue towel

xi. Return filter screen and install filter pad

xii. Place hold-down ring over filter pad, place crumb tray on top of holddown ring and slide filter pan back into place

b. For Regular Fryers

i. Wear property filtering gear

ii. Place carbon pad in filter pad holder with bumpy side facing out

iii. Turn fryer to “Pilot”

iv. Roll filter machine to fryer

v. Open red drain valve on fryer and drain hot oil into the filtering machine

vi. Scrub inside tank with green/blue scrubby pad

vii. Place return hose into fryer and turn filter on

viii. Rinse all crumbs in the tank

ix. Close red drain valve on fryer and the filtered oil will start returning to fryer

x. Discard carbon pad after filtering at end of day

xi. Wash and rinse oil pan, hose and filter holder thoroughly in three compartment sink. DO NOT use sanitizer

7. Clean and Restock Fried Rice/Chow Mein prep station

a. Refill Salad Oil, Cooking Wine, Salt, Basic Sauce, and place in Chow Mein Cooler

b. Clean Steamed Rice Holding Cabinet

8. Drain water and refill with clean hot water

9. Take out trash

STORE CLOSES

10. Cooking Range

a. Clean:

i. Wok rings

ii. Range walls

iii. Hoods

 Use degreaser

iv. Food catch pans

v. Blancher

vi. Teriyaki Grill

 Turn grill off

 Using the grill scraper, remove all oil and debris from the grill

 Remove splash guards and clean in sink

 Wait for 10 minutes until grill is 300-350° degrees

 Pour 1 packet of 3M cleaning liquid on grill

 Clean debris on grill using cleaning scrubber

 Remove liquid with squeegee after finishing cleaning

 Use damp towel to clean grill and grill gutter

 Remove catch pan and discard debris in trash, then wash in sink

b. Rotate hood filters

i. Remove two center-most filters from each side

ii. Slide remaining filters towards the middle and insert new filters on the outside

iii. Soak removed filters in chemical soak tank

c. Degrease and polish all stainless steel

i. Prep table, reach-in cooler and freezer, outside walk-in cooler and walkin freezer, shelves about prep sinks, cooking range stainless steel

11. Dish Station

a. Wash, rinse, and dry:

i. All dishes and pans

ii. Knives

iii. Rice cooker pot and lid, turning fork, and rice scoop

iv. Steamed Rice holding pot and divider

v. Serving and cooking utensils

vi. Measurement tools

vii. Fryer baskets and basket holders

viii. Cooking range splash guards

ix. Salad oil drums

x. Fryer filter machine

xi. Prep sink

xii. 3-compartment sink

12. Floors

 If water is greasy, the drain, clean, and refill

a. Sweep floors

i. Include walk-in freezer and cooler

b. Prepare Spic&Span Floor Cleaner

c. ONLY use hot water with Spic&Span Floor Cleaner

d. Wet mop floor with Spic&Span Floor Cleaner and let sit for 10 minutes

i. Do NOT dump buckets of water or hose down the floor

ii. By the time mop is done, the starting point will have been sitting for 10 minutes

e. Scrub floor thoroughly with deck brush

f. Dry mop floor with Spic&Span Floor Cleaner

i. If water in mop bucket begins to turn black, change and refill water and resume mopping

ii. DO NOT use hot water to dry mop

g. Rinse and ring out mop in mop sink

i. Ensure mop is hanging above mop sink

h. Clean mop bucket and mop sink

13. Finish

a. Place all dirty towels in laundry bag

b. Prepare trash for morning take-out

i. DO NOT take out trash after doors are locked

 Trash must be taken out prior to locking doors

c. Store all cleaning tools and chemicals

d. Cover sauce cart with plastic wrap and store in walk-in cooler

i. If receiving delivery, do not place cart in cooler

e. Place out fryer equipment, fresh towels, new scrubbers, cooking utensils, and measurement tools for next day

f. Turn off:

i. Cooking range and blancher pilots

ii. Neon signs

iii. Store lights

g. Set alarm unless FOH is still in store

STANDARDS

FOOD: All food is sold or distributed to Guests

SERVICE: Continue cooking to order until closing

AMBIENCE: All debris cleaned up, stainless steel polished, dishes washed, floors cleaned

OPERATIONS:

Venue Type End Cap Drive Thru Mall/Casino Store in Store Time 2 labor

*1houreachfora2-persondeployment.

ADDITIONAL RESOURCES

The following is a list of additional resources for Licensees to consult for their licensed Panda Express Restaurant.

 Recipe Book

 Cleaning and Repair Handbook

 POS and Computer System Integration

 Inventory and Supplies Support Services

 Sales and Marketing

 Store Development Consulting and Approval Guideline

 Restaurant Audit Checklist

 EcoSure Food Safety Handbook

If Licensees have any questions that were not answered in this Brand Standards Manual, please contact Yan Wen, Licensing Project Manager via email at Yan.Wen@PandaRG.com or by phone at 626.799.9898 Ext. 8823. She will direct calls to the proper department or person to best answer question(s).