Je s American Bar and Grill FOH Training Philsphy and Setup Philsphy The Hurly Training Prgram is designed t train, inspire and prepare ur Server, Bartenders and Hst Team Members t deliver ur prmise f an unfrgettable experience thrugh ur engaging service, fresh fd and drinks and cmfrtable setting. The success f this prgram is based n the passin and knwledge f the trainers, preparatin and rganizatin and the training mdule: Tell, Shw, Test, Prvide Feedback Setup Orientatin is cnducted the first day the new Team Member cmes t wrk and is led by the Genearl Manager. Perfect Unifrm The General Manager will prvide the Je s shirt and aprn. Onbarding Cmpletin New Hire Paperwrk Tavistck Handbk Training packet fr Team Member The trainee will be respnsible fr bringing this material with them every day fr training. Once rientatin is cmplete, the Team Member is given a training schedule that crdinates with the prgram requirements. The prgram is 8 shifts in ttal; 4 classrm shifts and 4 fllw shifts, cncluding with a rleplay. Each classrm will be taught by a manager r server trainer. They will cver fd specs, as well as culture and plicies, lasting rughly an hur. The trainee will take crrespnding tests with material cvered the previus day. Classrms will be prir t an evening shift r directly fllwing a daytime shift. The fllw shifts will be cnducted with a server trainer and prvide the new Team Member with realistic serving scenaris and an pprtunity t get cmfrtable with the restaurant. They will last majrity f the server trainers shift t mimic a real flr shift. It is up t the discretin f the manager when t cut a trainee. The rleplay will be cnducted by a manager nce all 8 shifts are cmplete and befre the trainee wrks a scheduled shift. Only after the cmpletin f the 8 shift prgram and the rleplay will the new Team Member be put n the schedule. Tavistck Restaurant Cllectin 5.15 Page 1 f 1
Classrms 1-4 Classrm 1: All PepleMatter nbarding cmplete Orientatin with GM cmplete Received handbk Received aprn, shirt, and server bk Training schedule dne fr week Training materials received Menu Spec Sheets fr Appetizers, Small Bites and Flatbreads Culture: Guest Obsessin Wh is TRC? Tur- Building/ meet Team : Micrs lcatins/ Schedule psted area/emplyee eating area Trainer reads and reviews Missin Statement Trainee (s) t give examples f what Guest Obsessin means? (Trainers recrd these) Trainee (s) t give examples f what Sincere, Engaging Guest Service means? (Trainers recrd these) Plicy: Server / Bar / Hst / Fd Runner Unifrm - Review Perfect Unifrm Standards Allergy plicy Re-fire plicy Hurs f Operatin Fd and Beverage Fcus: Fd: Appetizers, Small Bites, and Flatbreads Beverage: Nn Alchlic: sda, craft sdas (garnish), juice, cffee, espress, cappuccin / glassware / tray rule Steps f Service: The Greet (Bartender and Hst trainees reprt t bar r frnt dr fr Fllw Shift 1) Smile, Welcme, Sincere, Warm within 2 minutes- Perhaps mst significant mment f cntact Trainer teaches n imprtance f hw t: Read the Table.cues, what are guests already telling us? Engage the Guest by starting Dialgue (vs. Mnlgue. Define difference) 1- Hw are yu all ding nt just hell and intrductin, start relatinship. 2- What brings yu flks in tday 3- Welcme Je s. Have yu been here befre? Marking the greet with beverage napkins Bread service Rleplays: Fcus n Sincere Greet Each Trainee selects 2 rleplays t cnduct fr Trainer using the crrespnding Rleplay sheet. Trainer uses methd f TELL SHOW TEST PROVIDE FEEDBACK fr each Trainee at end f rleplay. Tavistck Restaurant Cllectin 5.15 Page 1 f 4
Classrm 2: Test n Classrm 1 Review pints/questins frm Classrm 1 Review and insure all cvered fr Fllw Shift 1 Menu Spec Sheets fr Sups, Salads and Sandwiches Culture: Engaging the Guest Trainees start ff class by reading the Missin Statement. Trainer asks fr specific feedback frm Trainees Fllw shift 1 where they felt and saw any part f the Missin Statement. Reading the Table: Why this makes fr a sincere cnnectin, give examples Quality f Je s: review specifics where quality lives : Fd/ Wine/ Building (certain special features) What is Je s knwn fr? Review signature menu items and specialty drinks. Suggest/ Guide vs. Up sell: What is the difference and which makes fr a Sincere Guest Cnnectin Plicy: Calling ut Requesting time ff Reading the schedule (PepleMatter App) Eating : when and where Exp area Sidewrk respnsibilities Fd and Beverage Fcus: Fd: Sup, Salads and Sandwiches Beverage: Beer - bttled/draft/glassware; Service Bar Etiquette Steps f Service: Table Maintenance (Bartender and Hst trainees reprt t bar r frnt dr fr Fllw Shift 2) Perfect Table: review set up, imprtance f every detail in placement and cleanliness Pre-Mark: when, hw, and what: marking trays, review all specific silverware and cndiments Pre-Bussing: yur respnsibility (Never clear placing fingers inside glass) Prper Plateware handling: dish decy, ramekins, burger bards Micrs Intr: clcking in and ut prcedure / declaring tips/ ringing in items (mst fcused during fllw shifts) Rleplays: Fcus n Menu Chices/ Guest selectin and check back Each Trainee selects 2 rleplays t cnduct fr Trainer using the crrespnding Rleplay sheet. Trainer uses methd f TELL SHOW TEST PROVIDE FEEDBACK fr each Trainee at end f rleplay. Tavistck Restaurant Cllectin 5.15 Page 2 f 4
Classrm 3: Test n Classrm 2 Review pints/questins frm Classrm 2 Review and insure all cvered fr Fllw Shift 2 Menu Spec Sheets fr Burgers, Nn-Burgers and Entrees Beverage Manual fr Wine Prgram / Grape Varietals / Wine Presentatin Culture: Wrk as a Team Trainees start ff class by reading the Missin Statement. Trainer asks fr specific feedback frm Trainees Fllw shift 2 where they felt and saw any part f the Missin Statement. Cncept f Service Teamwrk: Hw it benefits the guest Examples f Teamwrk: cite specific examples f this expectatin (bussing anther s table, watering anther s table, always asking wh needs help? ) Handling a Guest Cmplaint : Review imprtance f shwing care, and immediately getting a manager Plicy: Special Pays: What are they, hw are they handled? Nn-Smking Cmpany: never n the clck, never in unifrm, never n prperty Cell Phne: Never visible r audible while in unifrm and n the clck Respnsibility f being n time Fd and Beverage Fcus: Fd: Burgers, Nn-Burgers and Entrees Beverage: Wines by the Glass / Must knw Wine Varietals / Wine Presentatin Steps f Service: Anticipating Guest s Needs / Tailring Service t Guest s Needs (Bartender and Hst trainees reprt t bar r frnt dr fr Fllw Shift 3) Ensure accuracy f rder: cursing meals, sides vs. substitutins, pre-marks Pr-active manicuring f tables: re-fill glass, bussing after each curse and resetting, remve all debris, remve cndiments and bread basket befre dessert (clean table) When in dubt, ask the guest! (May I clear that? Are yu finished yur lunch, dinner, etc.?) Prper Timing f Curses: Imprtance f APP LINE: review curse ring in prcedure Rleplays: Fcus n Anticipating Needs Each Trainee selects 2 rleplays t cnduct fr Trainer using the crrespnding Rleplay sheet. Trainer uses methd f TELL SHOW TEST PROVIDE FEEDBACK fr each Trainee at end f rleplay. Tavistck Restaurant Cllectin 5.15 Page 3 f 4
Classrm 4: Test n Classrm 3 Review pints/questins frm Classrm 3 Review and insure all pints cvered fr Fllw Shift 3 Menu Spec Sheets fr Dessert, Brunch and Kids Menu Study Sheets fr Liqur/ Specialty Drinks Culture: Cmpelled t Tell Yu abut hw Great the Experience Was! Trainees start ff class by reading the Missin Statement. Trainer asks fr specific feedback frm Trainees Fllw shift 3 where they felt and saw any part f the Missin Statement. As guest experience cmes t a clse, imprtant t stay cnnected and sincere in the apprach t dessert and drpping f the check. Read table apprpriately: Are they interested in dessert? Lk at clues; Are they taking fd hme (full)? Have they been eating light (healthy eaters)? Use this pprtunity t tailr dessert experience t the needs; suggest an after dinner drink vs. dessert. Plicy: Walking guests t bathrm/ never pinting N eating/drinking in guests view Discunt plicy at Je s and ther Tavistck restaurants Fd and Beverage Fcus: Fd: Dessert, Brunch and Kids Menu Beverage: Liqur / Premium Well / Specialty Drinks Steps f Service: Sincere Wrap-up / Presenting the Check and prcessing payment (Bartender and Hst trainees reprt t bar r frnt dr fr Fllw Shift 4) Clear plates when all guests at table have finished eating. D nt stack r scrap dishes in frnt f guest. Always ffer any fd t be wrapped. Review prper wrapping f take-hme items fr guest. Review prper table setup at time f dessert: d nt ffer dessert while clearing dishes. Suggest yur favrite dessert if applicable while bringing ver menus t thse whm are interested. Always mentin cffee! Drp check prmptly and always let guest knw we will take it when they are ready. Prcess payment quickly and ensure accuracy. Sincere thank yu, refer t a cnnectin made and invite them back when yu are wrking. Rleplays: Fcus n extending appreciatin and a heartfelt thank yu. Each Trainee selects 2 rleplays t cnduct fr Trainer using the crrespnding Rleplay sheet. Trainer uses methd f TELL SHOW TEST PROVIDE FEEDBACK fr each Trainee at end f rleplay. Tavistck Restaurant Cllectin 5.15 Page 4 f 4
Fllw #1 Name Trainer Bartender Fllws 1-4 Fllw #2 Name Trainer Shadw Trainer fr Service Statin Missin Statement Hurs f Operatin Prper way t answer phne Learn table numbers Learn bar seat numbers Allergy prcedure Kitchen statins - fire rder Learn pening bar set up Prper place settings Purees Batch recipes Service Bar Etiquette Jigger puring Rll-ups, marking trays, linen Beverage Specs Specialty Ccktails NA Beverages Bread prcedure Intr t Micrs Reading service bar tickets Bar speed screen Observe bar dialgue and engaging the guest Bar flip drawer balancing prcedures Review day ne f fd (Appetizers, Small Bites and Flatbreads) NOTES: Begin greeting bar guests with Trainer Fcus n dialgue sincere, warm Reading and engaging the guest. Drinks? Highlight persnal favrites Menu Tur? Highlight signature dishes Define bar magic Difference f suggesting vs. selling Manicuring and pre-bussing dishes Plateware handling Dishrm prcedures Understanding bar back respnsibilities Cutting fruit prperly Beer Bttles Prper draught puring Free puring Intr t daily sidewrk Intr t weekly sidewrk Review fire rder and learn kitchen staff s names Prper presets Steaks, Hamburgers/ Sandwiches, Rib bwl, Fish n Chips, etc. Micrs inputting rders, speed screen Learn clsing bar prcedures Bar flip drawer balancing prcedures Review day tw f fd class (Sup, Salads and Sandwiches) NOTES: Tavistck Restaurant Cllectin 5.15 Page 1 f 2
Fllw #3 Name Trainer Begin running Service Bar alne w/ Trainer Bar line check EcSure bar items Glasswasher Setup & Breakdwn Chemicals HACCP Lgs Wine pairing and hw t suggest Labeling and string wine Review wine menu White Wines BTG Red Wines BTG Imprtance f service teamwrk Review sidewrk Review all Specialty Ccktails Prper glassware Prper garnish Special pays Gift cards, QRC cards, cashier s checks, OpenTable checks, Preferred Guest Cards, BOG cards, discunts, cmps Secndary Service Pre-marking Cheese, ht plates Review Allergy Plicy Re-fire Plicy Bar flip drawer balancing prcedures Review day three f fd (Burgers, Nn-Burgers and Suppers) NOTES: Fllw #4 Name Trainer Serve bar guests n wn start t finish Fcus n reading the guest, engaging dialgue Giving guests sincere suggestins Strng finish, sincere gdbye Review Missin Statement Stry Telling Review wine menu White Wines BTB Red Wines BTB Liqur knwledge, premium well t tp shelf Respnsible alchl service Running sidewrk Ticket times Prper handling f smallwares behind the bar Dessert menu presentatin and prper table setup Brunch ccktails Cffee service and after-dinner drinks Presenting the check Cashing ut servers Paid Ins/Paid Outs Making guest cnnectins and develping friendships, sincere gdbye Validate clsing the bar prcedures Bar flip drawer balancing prcedures Review day fur f fd (Desserts, Brunch and Kids menu) NOTES: Tavistck Restaurant Cllectin 5.15 Page 2 f 2
Server Final Rleplay Name Manager Date The Greet: Table setup and perfect unifrm Smile, Welcme, Sincere, w/in 2 min Reads table, starts dialgue, engage Has guest been here befre? uses answer t make a cnnectin Ask is guest wuld like t hear specials, use Chef s name Makes apprpriate menu suggestins/tur f menu Tailr t guests needs Prduct Knwledge / Fd and Beverage: Recmmends/answers questins n fd and beverage Makes guest aware f quality pints fd/beverage juices, premium well, scratch kitchen Offers guests apprpriate beverage pairings (nnalchlic, beer, wine, etc.) Sincerely ffers wn favrites Has dialgue w/ guest abut specific needs/mdificatins/allergy cncerns Skilled in prper beverage service; pening wine, puring bttled water Did Well: 1. 2. 3. 4. Wrk On: 1. 2. 3. 4. Ntes Steps f Service; manicuring/timing: Prper pre-sets cndiments, bread service, steak knife, etc. Pre-bussing all paper, plates, extra silverware, etc. Re-fill drinks water, wine, etc. Prper timing f curses Cmmand f table Allergy plicy Prper glassware Cntinuing manicuring f table Dessert/The Clse: Table cmpletely cleared fr ffering f dessert Sincerely suggests wn favrites, highlights quality pints Offers cffee/cappuccin/after dinner drinks Prper dessert/cffee presets silverware, sugar caddy Check drpped at time f dessert w/ sincere take yur time Check recnciled in timely manner Genuine clse w/ cnnectin made, invitatin t return Rate 1-5 (5 being the highest) Hspitality/Engaging the Guest Sincere, Individual Cnnectin Prduct Knwledge Table Maintenance/Timing Other Ntes: Tavistck Restaurant Cllectin 5.15 Page 1 f 1
Je s American Bar & Grill Missin Statement The Missin f Je s American Bar & Grill is t ffer ur guests a place t call their wn thrugh ur huse made American cmfrt fd, engaging service and cmfrtable setting. We serve fresh fd and drinks yu crave. We earn lyalty by genuinely caring fr ur guests. We are active participants in ur cmmunities. We strive t leave guests cmpelled t tell us and tell their friends abut their experience. The standard is great. Je s is yur hme away frm hme. Tavistck Restaurant Cllectin Page 1 f 1
Wh we are: Orland based Tavistck Restaurant Cllectin is a rapidly grwing, privately held cmpany perating 15 upscale and fast casual restaurant cncepts with mre than 100 lcatins acrss the U.S. We are cmmitted t building the lng term value and prfit by leveraging the quality f ur fd and beverage with engaging service. We are als cmmitted t expanding ur high ptential grwth cncepts, ntably Freebirds Wrld Burrit. Tavistck Restaurant Cllectin is part f the Tavistck Grup, a privately held investment cmpany funded by Je Lewis mre than 37 years ag. Missin: We are a wrld class hspitality rganizatin prviding ur guests with high quality dining experiences cnsistent with ur brand prmise. Our cre values are passin, integrity, leadership, wrk ethic and intellect. We attract and retain the best talent, and aspire t be the industry leader in creating emtinal cnnectins with ur guests. Prtfli: 14 cncepts with 100+ restaurants Leadership: Jhn Bettin Chief Executive Officer Keith Davis Chief Financial Officer Steve Byrne Vice President Purchasing and Culinary Operatins Marc Hinsn Vice President Human Resurces Alex Eagle Vice President Leasing/Legal Ryan Mitchell Directr f Marketing Jhn Fisher Directr f Sales Tm O Brien Directr f Operatins Je s David Frbes Reginal Chef Je s Tim Fannin Area Directr Sam Hallak Area Directr Jennifer Thmpsn Area Directr Cntact Infrmatin Restaurant Supprt Centers Tavistck Restaurant Cllectin 4705 Suth Appka Vineland Rd, Ste. 210 Orland, FL 32819 tel. (407) 909 7116 Tavistck Restaurant Cllectin Revised 5 2015
Je s 2.0 Bartender Unifrm Standards At Je s American Bar and Grill we take pride in having the best lking unifrms in the business! Fr this reasn, we ask that yu fllw the specific presentatin and unifrm standards described belw. Presentatin All emplyees are expected t cme t wrk displaying gd hygiene and cleanliness. We deal with peple s lking and smelling apprpriate is imprtant! All male emplyees are expected t be either clean shaven every day r have fully grwn and grmed facial hair; n grwing-in phase will be allwed. If they cme in unshaven, it is grunds t be sent hme fr the shift. If the emplyee wears makeup, it needs t be wrk apprpriate; natural and subtle. N flashy clrs r ver-the-tp lks. They are als required t cme t wrk with their makeup already n. Getting ready n the premises r in the bathrm is nt acceptable. All emplyees are expected t have their hair in an acceptable style fr the jb. Hair is t be well grmed and clean at all times. If their hair is lnger than their shulders, it is required that it be pulled back. Any dyed r clred hair must be f a subtle and natural hue. Fingernails must be well manicured. Females wishing t wear a clred plish may d s, as lng as it is chip-free and a slid clr. Minimal jewelry/accessries are acceptable. N lng dangling earrings r head pieces that will interfere with wrk. One earring in each ear is apprpriate fr male and female emplyees. N visible tatts abve the cllar. Unifrm Summary: Dark Navy Blue Gingham Shirt, Dark Blue Jeans, Chuck Taylr-like Shes, n Aprn Prvided by Restaurant: Shirt Dark Navy Gingham dress shirt, Men s and Wmen s cuts available. Je s will prvide 2 shirts per emplyee; additinal shirts may be purchased frm yur manager. Brand: Chef Wrks Navy Blue Gingham - www.chefwrks.cm Men s - Item # D500BWK Wmen s Item # W500BWK Prvided by Emplyee: Tp: If an undershirt is preferred, the emplyee shuld wear a PLAIN white undershirt r tank tp. N visible lgs r writing n the undershirt is allwed. Bttm: Jeans Plain, dark-washed, straight leg r bt cut jeans. The jeans shuld have a cmfrtable fit, nt baggy and nt a skinny jean. They shuld be dark in clr and nt have a lighter wash n the frnt r back. They shuld be plain, nt have any kind f embridering r design n them. There shuld nly be frnt and back pckets, n carg style. Jeans shuld nt drag n the flr r be rlled at the bttm. Tavistck Restaurant Cllectin 10.15 Page 1 f 2
Belt a dark brwn belt is required; jeans shuld have belt lps. The belt shuld be slid brwn with a plain buckle. Again, n design, studs, diamnds, etc. Scks crew height black scks required. N ankle scks. N skin shuld be visible when emplyee bends leg. Shes shes must be Chuck Taylr-style, canvas, nn-skid, and slip-resistant shes. Optins cnsidered include: Keds, Adidas, and Shes fr Crews. Shes must be blue, red, black r white in clr. Tavistck Restaurant Cllectin 10.15 Page 2 f 2
UltiPr Initial Lgin UltiPr is Tavistck s nline emplyee self service prtal. On UltiPr emplyees have the ability t: View current pay statement View past pay statements View vacatin hurs View and edit tax infrmatin Sign up and view benefits Edit emplyment infrmatin T lgin t UltiPr fr the first time, g t: https://infsync.ultipr.cm Lgin Username: Initial Passwrd: Lgging In Last Name + 1st Initial f 1st Name + Last 4 f SSN 8 digit birthdate (MMDDYYYY) Emplyee will have t change passwrd and setup challenge questins during 1st lgin Change Passwrd: Click n Preferences (upper right, drpdwn ptin by emplyee name) Click n Change Passwrd and fllw the directins. Frgt Passwrd: Click n Frgt Passwrd n lg in screen and fllw the directins. Tavistck Restaurant Cllectin
WineQuest Learner Instructins What is WineQuest? WineQuest is an nline tl designed t help train restaurant staff and management n the basics f wine knwledge. What training is required? Once yu sign in t WineQuest yu will be required t cmplete the Basic Beverage Training. The estimated time fr cmpletin is fur hurs, hwever the average time tends t be arund tw hurs. The Basic Beverage Training des nt have t be cmpleted in ne setting; nce yu start yur accunt, yu may lg in and ut as needed. When must training be cmpleted? New hires have until their training prgram is finished t cmplete WineQuest. All training is dne nline in the restaurant, during a trainees scheduled shift. It is the trainees respnsibility t arrange with management a prper time t use a cmputer t cmplete the training. Step #1: Lg int WineQuest G t the WineQuest website at: http://www.winequest.cm Enter the fllwing username and passwrd at the tp f the screen: Username: tavistckrestaurants Passwrd: grill Step #2: Create an accunt Enter yur first and last name. Select yur state, prperty, and jb functin frm the drpdwn menus. Enter yur phne number and email. After yur accunt is created, yu can access the training in the future by entering the WineQuest username and passwrd, and then entering yur name int the fields when prmpted. Step #3: Begin the Training Mdules Click n the training mdule assigned by yur manager t begin. WineQuest will save yur prgress if yu d nt cmplete the full training mdule in ne setting. If yu have any questins r cncerns, feel free t cntact WineQuest at supprt@winequest.cm r call 707.255.8333 Tavistck Restaurant Cllectin Page 1 f 1
Tavistck Restaurant Allergy Plicy All staff members are required t fllw the five step prcedure t ensure we meet ur guests dietary restrictins and cncerns. Allergies can be life threatening and must be handled with ur guests safety in mind. 1. Any team member that is infrmed f a guest s allergy must immediately infrm the Manager n Duty AND the Chef, and insure we can prepare dish accrding t guest s needs. 2. Team member is t ring in the item int the POS with the prper Allergy Key nting the specific ingredients (s) which the guest is allergic t. 3. Manager and Chef cnfirm with each ther the needs f the guest and hw the dish will be prepared. 4. Manager r Chef will visit the table prir t fd arriving t verify allergy, let them knw the chef is aware and assure them we are preparing the dish as the guest s needs dictate. 5. Manager r Chef ONLY will deliver the specific allergy safe fd t the guest. 8 Majr Fd Allergens: 1. Milk 5. Fish (such as bass, cd, flunder) 2. Eggs 6. Shellfish (such as crab, lbster, shrimp) 3. Peanuts 7. Sybeans 4. Tree nuts (such as almnds, cashews, 8. Wheat walnuts) Cmmn Symptms f Allergic Reactins: Lss f cnsciusness Shrtness f breath Itching r tingling in and arund muth, face, scalp, hands and feet Hives Wheezing and difficulty breathing Swelling f the face, eyelids, tngue, lips, hands r feet Tightening f the thrat (difficulty swallwing) Sudden nset f vmiting, cramps r diarrhea Drp in bld pressure Death Tavistck Restaurant Cllectin Page 1 f 1