hospitality staff training manual

4/17/2007 Revision 1 C:\Documents and Settings\dana\Local Settings\Temporary Internet Files\OLK22\Hospitality Staff Training Manual.doc

HOSPITALITY STAFF

TRAINING MANUAL


Basic Training Date Initials I. Required Forms

a. W-4 Form b. I-9 Form c. Automatic Deposit Form d. Meal Waiver Forms e. Time Sheets

II. Documentation a. Job Description/Compensation b. Performance Evaluation Forms c. Employee Handbook d. Backgrounder e. Tasting Room Do’s & Don’ts f. Vineyard Map g. Event Brochure h. Mailing List Sign Up Form i. Event Inquiry Form j. Current Newsletter k. Winery Brochure Form l. How to Sell Club Testarossa m. Exceeding Guest Expectations n. Event Checklist

III. Dress Code IV. Introduction to TRV

a. Introduction to Staff b. Facility Tour c. Cellar 2 d. Testarossa Story e. Securing the Property

V. Hospitality 101 a. Hospitality Overview b. Appreciating and Understanding our Customers c. Closing Techniques d. Hospitality Department Overview

Basic Training Date Initials


VI. Our Wines

a. Wine Profile Binder b. Wine Codes Worksheet

VII. Employee Benefits a. Discounts

VIII. Aesthetics of the Winery IX. Safety at Testarossa

a. LEADS Training b. First Aid Kits c. Accident Reports d. Workman’s Compensation

X. Shipping Policy a. Reciprocal States b. On-Site States

XI. Parking


Event Training Date Initials

I. Schedules & Time Sheets II. Hospitality 101

a. Greeting Guests b. Provide Knowledge About Wines and Winery to the Customer

III. Workflow of an Event a. Opening

i. Event Brief Sheet ii. Event Signage iii. Event Gate iv. Facility Check/Bathroom v. Glassware & Racks vi. Dishwasher

1. Dishwasher Operation 2. Testing Dishwasher Water 3. Testing Water Softener 4. Location of Additional Glasses & Racks

vii. Bar 1. Beverage Buckets 2. Candles/Closet 3. Wine

a. Quality b. Inventory c. Additional Pull Forms

viii. Fuses ix. Linens

1. Laundry Form x. Vendors xi. Air Conditioning/Heat

b. During Event i. Level of Service ii. Cleanliness/Initiative iii. Beverage Consumption

1. Wine Pours


2. Wine Service Event Training Date Initials

c. Closing i. Aesthetics of Winery/Grounds ii. Lighting

1. Parking Lot 2. Patio

iii. Securing the Building iv. Air Conditioning/Heat v. Garbage/Recycling vi. Food Traps vii. Invade

IV. TR Flip a. Barrel Movement b. Merchandise Removal/Replace c. Armoires d. TR Office e. Barrel Tops – Blowing Off f. Deli Fridge

V. Register Training a. Phase I: Introduction to our Point of Sale System b. Phase II: Data Entry c. Phase III: Opening & Closing Procedures

VI. Introduction to the TR a. Hours of Operation b. Aesthetics of the Tasting Room c. What is the Appropriate Time Frame for Setting Up an Event

VII. Wine Club a. Wine Club Brochure b. Club Testarossa Benefits & Basics c. Incentive Programs


Tasting Room Training Date Initials I. Schedules & Time Sheets II. Hospitality 101

a. Greeting Guests b. Provide Knowledge About Wines and Winery to the Customer

III. Bar Training a. Forms Binder

i. Daily Balance Sheets ii. Opening/Closing Procedures iii. Daily Task Sheets iv. Weekly Task Sheets v. Weekend Task Sheets vi. Time Sheets vii. Meal Waiver Forms viii. Private Tasting Forms ix. Picnic Table Reservation Forms x. TR Gift & Sample Form xi. Donation Policy xii. Club T Upgrade/Update Form xiii. Club T Gift Membership Form xiv. Accident Report Form xv. Fax Cover Sheets

b. Tasting Sheets c. Order Forms d. Bar Pour Standards

i. ¾ to 1 ounce pours ii. Riedel Glassware

e. Policies & Procedures Binder i. Top 100 Customers ii. Sales Goals iii. Discount Structure


Tasting Room Training Date Initials f. Wine Profiles Binder g. Customer Forms Review and Locations

i. Club Testarossa Brochures ii. E-Mail List iii. Event Inquiry Forms/Brochure iv. Upcoming Events

h. Packing Customer Purchases i. Bottle Bags ii. Carriers iii. Shopping Bags

i. Stocking Wine i. TR Stock ii. Refrigerator iii. TR Back Stock – Wine Cave

j. Merchandise i. Floor Stock ii. Back Stock (Office & Cellar 2) iii. Special Requests

k. Using testarossa.com as a Resource i. How to Locate a Distributor ii. Wine Profiles iii. Upcoming Events

l. Dishes i. Dishwasher Operation ii. Testing Dishwasher Water iii. Testing Water Softener iv. Location of Additional Glasses & Racks v. Decanters vi. Dump Buckets

m. Argon Gas Instructions


Tasting Room Training Date Initials IV. Register Training

a. Phase I: Introduction to our Point of Sale System b. Phase II: Data Entry c. Phase III: Opening & Closing Procedures

V. Introduction to Events a. Event Worksheets b. Teamwork with Event Staff c. Weekend Event Coordinator Availability d. How Much to Tell the Customer e. Hustle – Goal is to close the TR 30 minutes prior to event start time f. Event Staff Set Up Needs g. Securing the Building for the Night

VI. Wine Club a. Wine Club Brochure b. Club Testarossa Benefits & Basics c. Tips to Sell the Wine Club d. Incentive Programs