Course Outline:
Module 1: The Off-Premise Landscape

• Understanding the guest's at-home dining experience.

• Overview of third-party delivery platforms (Uber Eats, DoorDash) and their systems.

• The economics of delivery: commissions, pricing strategies, and fees.

• Exercise: Comparing and contrasting different packaging types.

Module 2: The Science of Packaging

• How different materials insulate, absorb moisture, and prevent sogginess.

• Packaging for specific food types: crispy, liquid, hot, and cold.

• Branding and unboxing: creating a memorable experience.

• Practical Lab: Packing a multi-course meal for optimal quality.

Module 3: The Order Flow & Mise en Place

• Designing an efficient packing station.

• Managing order tickets from multiple sources.

• The final quality control check: accuracy, presentation, and temperature.

• Workshop: Simulating a high-volume order rush.

Module 4: Managing Third-Party Drivers & In-House Logistics

• Effective communication with delivery couriers.

• Standards for in-house delivery drivers: professionalism and food handling.

• Tracking orders and managing delays.

• Practical Lab: Handling a delayed order and an angry customer.

Module 5: Customer Service & Problem Resolution

• Common delivery issues: missing items, incorrect orders, temperature problems.

• Policies for refunds, credits, and re-deliveries.

• Using feedback to improve the off-premise operation.

• Final Project: Creating a standard operating procedure (SOP) for the dispatch station.