trainer materials service team - farrelli's pizza · 2017-03-24 · food tasting & day 3...

FARRELLI’S SERVICE TEAM TRAINING MANUAL of 32

TRAINER MATERIALS

Service team


MASTER COPY

Table of Contents Trainer Checklist: ........................................................................................................ 3 Kind Competent Training .............................................................................................. 4 sERVICE TEAM Training Schedule ................................................................................... 5

WHO WE ARE FARRELLI’S FOUNDATION—The Mission and Business Model ........................................... 7 Farrelli’s Family Values & Guiding Principles ............................................................ 8 The Language of Farrelli’s .......................................................................................... 9 Gluten Free Process .....................................................................................................10 WORKING AS A TEAM 3 Points of Technical Proficinecy for Heart of the Team ......................................... 11 guest service expectations ........................................................................................ 12 working as a team—Never leave your section empty handed! ................................. 1515 The Fire Club ................................................................................................................. 16 Service Sequence ........................................................................................................... 17 To Go Sequence .............................................................................................................. 18 Host Sequence ............................................................................................................... 19 Bussing tables Sequence ............................................................................................ 20 Service Coordinator (Maitre D) .................................................................................. 21 managers & leadership .................................................................................................22 KNOWLEDGE WORKSHEETS DAY 3 Worksheet: Menu Knowledge ............................................................................. 23 DAY 4 Worksheet: Service Standards......................................................................... 25 DAY 5 Worksheet: The Bar ........................................................................................... 27 DAY 6 Worksheet: A Vibrant Working Family ............................................................ 28 Service Team Reviews FARRELLI’S Server Review .............................................................................................. 29 FARRELLI’S To Go Service Review ................................................................................... 30 Host Service Review ....................................................................................................... 31 Bus person Review ......................................................................................................... 32 Add on Blue Print for Service…………………………………………………………………………………33-42


TRAINER CHECKLIST: TRAINER MATERIALS 1. FARRELLI’S TRAINER MANUAL so you can reference with the new Working Family Member (WFM).

This manual is one you can keep and reuse over and over…. It will be all the answers to the worksheets and holds all the Training Checklists the WFM will need to become Certified Kind & Competent (POSITION)...

2. FARRELLI’S TRAINING MANUAL to give to new WFM (either Service Team or Heart of Team) In this manual the new hire has all the TRAINING WORKSHEETS and TRAINNG CHECKLISTS that will have to

be filled out by both of you and turned back into the WFMs personnel file at the end of their training for you to receive your training bonus and other benefits.

3. CREW MEMBER MANUAL to give to WFM 4. MAKE SURE THAT YOUR NEW HIRE AND GENERAL MANAGER HAVE COMPLETED ALLTHE ONBOARDING

TRASKS THROUGH PEOPLEMATTER. 5. ENSURE THAT YOUR TRAINEE HAS TAKEN THE ORIENTATION COURSE THROUGH PEOPLEMATTER. 6. ALL MENUS

IF YOU DON’T HAVE A PRINTED COPIES OF TRAINING MATERIAL:

The Home Office should have materials for Training. But if you get in a bind you can access materials immediately. https://remote.farrellispizza.com please have your GM access these files and print for you.

• Under Shared Folder: • STAFF • Farrelli’s Training • SERVICE TEAM TRAINING MATERIALS or HOT TRAINING MATERIALS: All documents are titles as above!

Orientation Instructions

This document is your Orientation Checklist to kick off the first official work day for our new Working Family Member (WFM)

1. This process will take at least 3 hours! 2. It is the same for all Heart of the Team and Service Team positions. 3. This can be done with groups if you have hired several people. Whoever will be training the individuals should be

present for at least the meal part of the Orientation. Any Manager or Trainer can conduct an orientation. 4. You only get one chance to make a FIRST IMPRESSION! This is our WELCOME and induction into our working family

and culture.

https://remote.farrellispizza.com/


KIND COMPETENT TRAINING TRAINING VISION

Farrelli’s is FILLED with friends around the fire and families around the table making lifetime memories.

From ORDER TAKERS to GREAT EXPERIENCE MAKERS!

“We value our guests’ decision to dine with us at Farrelli’s and acknowledge that they are investing their time and money for a great experience. Our goal is to exceed guests’ expectations by looking

for opportunities to create moments and memories. We will do this by understanding that each table is different and needs to be treated as they wish to be treated— From quality family time, to a first date, to a girls or guys night out, to be entertained, to a working business meal… it is our job to

anticipate needs and adapt to each table with kindness and competency.”

TRAINING MISSION STATEMENT

We use our values and business system to provide kind, competent, and genuine TRAINING so that our new working family members can provide exceptional guest service and quality food and

beverage that exceeds our guests’ expectations and overall experience every time they visit Farrelli’s.

TRAINING VALUES Competent: Honoring our values of Responsibility, Quality, and Integrity our professional service staff have excellent menu knowledge and provide QUALITY RECCOMENDATIONS which leads to great guest experiences. Kind Genuine Service: Honoring our values of Integrity and Quality all staff take great pride in going above and beyond our guests’ expectations. We anticipate the wants of families with small children, friends celebrating special occasions, and those with special needs. Guests feel like we are welcoming them into our home away from home. We are real people with a desire to serve our guests in an honest and sincere way. Teamwork: Honoring our values of Passion/Family/Love and Integrity we all work together as one big team—a vibrant working family! From the host who greets, the server who serves, the bartender who quenches a thirst, the Artisans who fill bellies with great food, to the dishwashers who make sure we have clean dishes and silverware, and the Manager who acts like an orchestra leader coordinating it all….we know every single person is critical in ensuring we exceed the guests’ expectations and allow them create many great lifetime memories!


SERVICE TEAM TRAINING SCHEDULE TRAINING SCHEDULE & OBJECTIVES: New Working Family Member (WFM) will be kind competent Farrelli’s experts who provide exceptional service to every guest.

1. Excellent menu knowledge 2. Master the service sequence and use of ALOHA Point of Sales System 3. Feel welcomed into the Farrelli’s vibrant working family.

Day 1: Farrelli’s Orientation Walk through with manager/ trainer Employee set up in Aloha and Labor System Schedule and uniform provided Expectations with PeopleMatter Get scheduled for Farrelli’s Safety Orientation & Kitchen Training Shift (a morning when we receive a FSA order) Day 1 Orientation and Crew Member Manual Worksheets filled out and turned in.

Dough 101 • Ingredient’s and Process: Understanding what the perfect Farrelli’s crust looks and taste like! • Focaccia Bread Tasting: Compare the difference between young dough made that day, not properly proofed

and baked cold compared to properly proofed room temperature dough. • Specially Aged Northwest Dough tasting (Cold proofed for 24 and room temp for 24)

Orientation tasting Platter – Farrelli’s whole food • ARTISAN CHEESES: Fresh Mozzarella, Mozzarella Provolone Blend, Freshly Grated Parmesan, Ricotta Sapprofino • MEATS: Italian Sausage, Meatballs, Old World Thick Cut Pepperoni, Oven Roasted Chicken Breast • FRESH TOPPINGS: Roasted Garlic, black, green, and calamata olives, pineapple, artichokes • Pizza Sauce: Stanislaus Pizzaiolo and Al Dente Pasta Sauce, Jalapeño Cream Cheese, House Made Alfredo,

House Made Cheddar Cheese Sauce

DINING ROOM & BAR SERVERS HOST Day 2: Shadow the Trainer Shadow Trainer Fire Club Focus on Service Sequence & Job Descriptions Learning Aloha. Tasting and Day 2 The Basics Worksheet

Day 2: Shadow the Trainer Shadow Trainer: Learn phone and focus on To GO Host, and

Busser Sequence & Job Descriptions Fire Club Learn Aloha for To-Go Orders Tasting and Day 2 The Basics Worksheet

Day 3: Shadow & Practice Shadow Trainer and take a 2-3 table section with trainer

shadowing. Server Checkout and Sales/money drop Tasting & Day 3 Menu Knowledge Worksheet

Day 3: Shadow & Practice Trainer (or manager) shadows Learn seating strategies—rotating sections Learn shift responsibilities—side work. Aloha and To-Go Orders: Role Play and practice ring in orders. Food Tasting & Day 3 Menu Knowledge Worksheet

Day 4: Practice with Trainer Shadowing Trainer and new WFM work side by side together.

Trainee takes 2-3 tables in Trainer’s section as Trainer shadows… Trainer takes the rest of tables in section.

Food Tasting & Day 4 Service Standard Worksheet

Day 4: Practice with Trainer Shadowing Trainer (or manager) shadows trainee Seating, bussing, walking the circle. Tasting and Day 4 & 5 Worksheet

Day 5: Practice with Trainer Shadowing New WFM takes 4-5 tables inside the Trainer’s section.

Trainer takes the rest of the tables in section. Trainer is there for support.

Tasting & Day 5 Bar Knowledge Worksheet.

Day 5: Performs All Duties Trainer performs all reviews: To-Go Sequence, Host, and

Busser Tasting and Day 6 Vibrant Working Family Worksheet FULLY TRAINED!!

Day 6: Performs All Duties New WFM takes the trainer’s entire section. Service Review: Trainer sits in trainee’s section and reviews service sequence and observes server section from a guest

perception. Gives feedback after shift. Trainer supports new WFM and works the circle as an extra support person if the trainee is doing well! Server Checkout Food Tasting & Day 6 Vibrant Working Family Worksheet


Food Tasting Checklist It is important to Farrelli’s that all crewmembers take great pride in the quality food we serve! We use only the freshest ingredients and prepare our house-made dough, meats, and vegetables every day! Being able to speak from a place of experience and knowledge gives our staff the confidence to make recommendations that will create an incredible dining experience for our guests! The following is a recommended schedule that will enable a new crew member to try our menu items at a pace that will allow them to digest (pardon the pun ) information without becoming overloaded! Have fun and use this as an opportunity to educate our newest “family” member and enjoy a meal with other staff… there will be plenty to share!

SUGGESTED TASTING SCHEDULE MENU INCLUDES: Appetizers, Specialty Salads, Classic & Signature Pizzas, Sandwiches DAY 1:

½ Fire Sticks ½ Bread Sticks ½ Artichoke Dip

½ Moms ½ Grilled Chicken Bacon Swiss Sandwich

Personal Half and Half Annie’s Five Star James Favorite

DAY 2

½ Nachos ½ Chop Chop Italian Trio Grinder

Personal Half and Half Caprese with Chicken Margherita

DAY 3

½ Stuffed Mushrooms

½ Phil’s Creation Crab Cheddar Melt Sandwich (with a small taste of Crab Dip plain)

Personal Half and Half Jack & John Chicken Bacon Ranch

DAY 4

½ Hot & Tangy Boneless Chicken Wings ½ Hot Chicken Wings

½ Raspberry Pecan ½ Country Club Sand

Personal Half and Half Elliot’s Greek

DAY 5

House Salad ½ Chicken Caesar Salad

½ Hot Spinach ½ Roasted Chicken Avocado Sandwich

Personal Half and Half BBQ Chicken Meateater’s

DAY 6

½ Italian Focaccia Bites

½ Healthy Southwest ½ Meatball Sandwich (also our meatball appetizer)

Personal Half and Half Cascadian Grinder Fresh Veggie and Cheese


FARRELLI’S FOUNDATION

Farrelli’s Mission To use our business system to create a vibrant working family

that provides nourishment to our neighborhood.

What do we mean by business system? Our ovens, our point of sales system, our sales tools (menus, Fire Club, social networking sites), our software and reports, schedules, training, organizational structure….

What do we mean by vibrant working family? We are group of people who work together and genuinely care about the welfare of one another. We hold each other accountable, we are not afraid to engage in honest conversations to work through conflict. We celebrate our success and learn from our mistakes. We are constantly evolving! We are bursting with energy!

What do we mean by nourish the neighborhood? Providing excellent food, beverage; providing a safe place for people to work so they can provide for themselves and their families; partnering with neighborhood organizations through community service and fundraising.

The Vision – The WHY To elevate the restaurant industry, make the world a better place by discovering our natural gifts and building working families that transform neighborhoods. We will do this one interaction, one

pizza, one store & one neighborhood at a time ~ the work is never finished.

BUSINESS MODEL

Store Organizational Chart Store Level Operations Model

We function as one whole healthy team AND thrive because we focus on our mission, our values, setting clear expectations, and holding

ourselves and our fellow crew members accountable!!


FARRELLI’S FAMILY VALUES & GUIDING PRINCIPLES

Reinforce values through our language

Exemplified by our Farrelli’s language, guiding principles, and

behavior:

Core Values

Guiding Principles

Appreciation: We cannot be successful without the help and support of great people, leaders, managers, business partners, and loyal guests.

• We owe those we work with the best we have to give!

• We are grateful!!!

Growth: We understand that business growth is preceded by our own personal growth. We are committed to learning the skills necessary to both manage and grow our business. We believe that the purpose of growth is to provide new opportunities for people.

• We are profitable so we can grow • We embrace change and evolve to

maintain relevance.

Responsibility: We are dedicated to sustaining a disciplined culture of honest and open leadership and management; doing the right things and doing things right. This includes budgeting, accounting, reporting, planning and responding to the needs of our business system and to each other. We believe that empowerment will bring more excellence than control.

• We help people figure out who it is

they came HERE to be. • We teach and coach at every

opportunity.

Quality: We are committed to the highest standards—highly motivated goal-oriented people providing kind competent service; delicious food and beverage made from the finest ingredients; and a clean warm environment.

• We strive for perfection. • We surround ourselves with talent.

Integrity: By being honest with ourselves, our suppliers, and our community, we can achieve the highest possible levels of success in our industry. We know that we must give the best we have to each other to achieve this goal.

• Every interaction inspires loyalty • We do the right thing.

Love/Family/Passion: We understand the need to be passionate about providing the best possible environment, food, and service for the communities we serve. This is the way we will insure our growth and our future.

• We put love in everything we do. • We are kind.

Fun: If we have fun doing what we love, we are confident that our guests will also have fun and enjoy their experience with us. In addition, we believe that being happy comes from being useful to the communities in which we work.

• We come to play…we are not afraid to lose a little skin in the game.

Core Values

Guiding Principles


THE LANGUAGE OF FARRELLI’S

(Masterfully

Created with Love)

Handmade Pizzas,

Cooked on Stone in

Front of Open Flame Ovens. We bake our pizzas in Wood Stone open hearth ovens at a target temperature of 550 degrees Fahrenheit. This target temperature

allows the pizza to achieve the perfect rise.

When we remove the pizza from the oven, we land it on a cooling screen for 30 seconds. This allows the excess moisture trapped in the

pizza to escape in the form of steam. The result is a crispy bottom (because nobody likes a soggy bottom).

Signature Dough Made Fresh Daily Our dough is made in-house daily with a blend of regionally grown grains. It is hand-rolled before undergoing a special maturation and fermentation process. We age the dough a minimum of 24 hours to achieve the perfect proofing.

We open the dough with a hand-tossing method. This technique allows the dough to increase in size with an even thickness while preserving the gasses trapped in the dough during fermentation.

Topped with Fresh Gourmet Ingredients We use the freshest, cleanest ingredients we can source, including award-winning sauces, chesses and proteins. We fire roast our meats & veggies every morning, filling our restaurants with a distinct aroma of quality and love.

Baking is the Process of Moving Moisture Our pizza is topped perfectly, allowing moisture to escape from the dough. The pizza is cooked to a 20%-30% char on the bottom and 10%-20% char on the top. Our Pizza Artisans are trained to create “THE MOMENT” when the pizza is cooked to perfection, which may require techniques such as ‘doming’ the pie in the higher & hotter altitudes of the oven chamber just prior to being removed from the oven. Once the pizza is removed from the oven, it rests on a screen for approximately 30 seconds to allow excess moisture to escape from the top and bottom of the pizza before being placed onto a pan for slicing & serving.

The Presentation of our Pizza is Key The pizza is then sliced and adorned with any fresh ingredients and finishing sauces before being presented to the table. Finally, the pizza is topped with freshly grated Parmesan to the guest’s preference before being consumed while it is still fresh and hot.


GLUTEN FREE PROCESS

IT IS IMPERATIVE THRU THIS PROCESS THAT WE AVOID ANY

CROSS-CONTAMINATION OF GLUTEN.

FOOD SAFETY FOR OUR GUESTS IS OUR HIGHEST PRIORITY.

A gluten-free diet is a diet that excludes foods containing gluten. Gluten is a protein complex found in wheat (including kamut and spelt), barley, rye, and triticale. A gluten-free diet is the only medically accepted treatment for celiac disease.

Step 1) 1 artisan oversees the production and bake of a gluten free item. This will ensure that the GF item is not cross contaminated.

Step 2) A hand wash and glove change is required when starting a gluten-free item.

Step 3) All ingredients for gluten free must come from a non cross- contaminated location (i.e.; walk-in cooler, salad line, server station {marinara}.)

Step 4) All gluten free pizzas must be cooked on a GF screen to avoid any cross contamination with the oven stone.

Step 5) Gluten-free items should only be handled with GF utensils (i.e.; Pizza slicers, tongs, and spoons ladles.)

http://en.wikipedia.org/wiki/Diet_(nutrition)

http://en.wikipedia.org/wiki/Gluten

http://en.wikipedia.org/wiki/Wheat

http://en.wikipedia.org/wiki/Kamut

http://en.wikipedia.org/wiki/Spelt

http://en.wikipedia.org/wiki/Barley

http://en.wikipedia.org/wiki/Rye

http://en.wikipedia.org/wiki/Triticale

http://en.wikipedia.org/wiki/Coeliac_disease


3 POINTS OF TECHNICAL PROFICINECY FOR HEART OF THE TEAM

1. RECIPES, PORTION CONTROL, & PRESENTATION (Quality & Responsibility) To maintain consistency and honor our business systems we always follow the recipe, weigh

and measure out the ingredients for every appetizer, salad, pizza, and dessert! Every menu item that leaves the window is a work of art.

Appetizers Within 10 minutes of ordering Starter Salad/Soup

Within 4 minutes of ordering or if an appetizer was ordered HOLD Starter salad/soup and pizza orders for 10 minutes.

Pizza & Entrée

Salads

Within 17 minutes of ordering If an appetizer ordered HOLD pizza orders for 5 minutes

Dessert Within 5 minutes of ordering

2. CONSISTENCY & TIMING (Integrity & Responsibility) No matter which Farrelli’s our guests visit they should enjoy a similar experience—same menu

with favorites that look and taste the same no matter which location they choose.

3. PRIDE & PASSION IN EVERY ITEM THAT LEAVES THE WINDOW (Love & Fun) Who do you love most?? We want you to ask yourself when you put food in the window this

question: Would you be proud to serve this food to that person? We want our guest to be WOWED!

We are committed to your success and have worked hard to provide the best tools, systems, and processes so work will be safe, efficient, and fun!


GUEST SERVICE EXPECTATIONS EXCEEDING ALL GUESTS’ EXPECTATIONS!!

It is Farrelli’s #1 priority to ensure our guests have a wonderful dining experience that surpasses their expectations—excellent food and beverage as well as kind competent service!! Farrelli’s is not a building or a pizza, it is YOU—it is our vibrant working family! It is up to you to build loyalty with our guests by fostering a great relationship. This ensures our continued success!

At Farrelli’s we are a TEAM! Although you may have a role (server, bartender, host, etc.) which is your primary responsibility—every guest is your guest! For example, you would never tell a guest that flagged you down, “I’m not your server. I’ll go get him or her for you.” Instead, you would say, “How can I help you?” Then you would either take care of their issue or communicate with the appropriate person to ensure their issue was resolved ASAP!

Great service staff distinguishes themselves by being flexible, adaptable, and responsive when the house is packed! They smile and shift into high gear all the while staying calm and cool under pressure. Critical to your success is exceptional communication with your guest, the kitchen, the front desk, management, and each other. It is critical to be honest with the guest if there are any issues especially pertaining to ticket times. Every now and then things slow down. People are patient when they have a sense of control, and a sense of control comes from knowing what is going on—keep them informed!!

Service Priorities – Connect 1st Content 2nd 1. Warm Welcome & Fond Farewell (Connect 1st Content 2nd)

We are so happy our guests have made the choice to eat, drink, and socialize with friends and family at Farrelli’s. Please treat them as you would treat an honored guest in your own home. Every child is made to feel special with crayons and a kids menu and dough to play

with while they wait for their meal. Approach your Table with Respect: Your guests may be in the middle of a conversation. When

approaching the table make eye contact with the guest and wait for them to finish their sentence. Greet your guests quickly, smile, and introduce yourself. Learn your regular guests’ names!

People love to hear their own name! If this is their first visit, tell the manager to stop at their table to thank them for visiting. Personalize The Guest Check: Reference conversation you had “enjoy your movie tonight” or “good

luck on your finals this week.”

Upon departure make sure they are leaving happy! “How was everything?” “Have a great night!!” “Thanks for coming in!” “See you next time!”

Every child leaves with a balloon as long as their parents approve. Thank them for visiting the restaurant and invite them back!

2. Every Interaction Inspires Loyalty: Education—Farrelli’s & Menu We expect you to be a Farrelli’s expert. Know our story; know what’s on our menu and how we prepare each item. Help them navigate the wide variety of options they have… “You’ll love the Mom’s Salad, when we first opened in 1995 one of the owners, Margaret Farrell, always asked her daughter and partner Jacque Farrell to “make her the perfect salad.” So, Jacque put together the Mom’s Salad with 12 different ingredients she knew her mom would love. People saw it and wanted one too… the Mom’s Salad was born and has been our best seller since 1995!”


Genuine Inquiry—Find out what your guest loves… traditional or gourmet? Mild or spicy? Vegetarian or meat lover? Want something light or are you really hungry? This will help you steer them towards food you know they will enjoy and show them you care about their experience. Know the daily specials, healthy menu options, and be prepared to make recommendations.

Know the ingredients in EVERY menu item in case a guest has a food allergy and needs your expert advice. Our menu is extensive it will take time but it’s the goal!

3. Quality Recommendations: Taking Food & Beverage Order Quality Recommendations—this is our opportunity to help our guest by offering them our best sellers or your personal favorites! Know the specials and tell our guest how great they are! Write it down!!! Make sure you repeat back the order so you know you got it correct and

they know you got it correct. Beverages: Since water is free, suggest specific beverages to improve service and

increase the check size: “Would you like to start with a Strawberry Lemonade? We also have great craft beer, and Lemon Drops on Happy Hour right now for $5.” If they order a vodka martini you would ask “Would you like that with Grey Goose?”

Appetizers: Always suggest your favorite appetizer and be sure you sound excited about it! “Oh my gosh, you should try our Cheesy Stuffed Mushrooms. They are so good I order them almost every time I eat here!”

Entrees: What is Farrelli’s known for? Recommend specialty or unique items: “One of our specialties is the James Favorite. You can also add a Mom’s Salad… it’s a mini meal with 12 different ingredients including a really great tangy house dressing.”

o Offer soup or salad with each order: “Would you like a cup of our famous Tomato Gorgonzola soup or a small Caesar Salad with your pizza?”

o Suggest wine or signature drinks with dinner, and know which wines to recommend with each meal: “Would you like a glass of our Acrobat Pinot Noir with your Annie’s 5 Star Pizza?”

Dessert: Always offer dessert! In fact, you should tell guests about dessert before they place their dinner order to ‘plant the seed’: “Make sure you save room for dessert! Our Big Fat Chocolate Cake is the best and big enough to share!” Suggest after-dinner drinks or coffee with dessert.

Servers are commissioned sales reps and will give themselves a raise enhancing the guest experience with QUALITY RECCOMENDATIONS:

Daily Up Selling Average Additional tips at 15% Additional tips at 20% $100/day $3,750* $5,000* $150/day $5,625* $7,500* $200/day $7,500* $10,000* $250/day $9,375* $12,500*

*If you worked 5 shifts per week for 50 weeks

SERVICE TEAM TRAINING MANUAL of 32

4. Timely Delivery As a server it is your responsibility to time your guest experience. It is the kitchen’s responsibility to time their tickets according to timing standards.

Course Item Timing Drinks Within 2 minutes of ordering

1st Appetizers Within 10 minutes of ordering

2nd

Starter Salad/Soup

Within 4 minutes of ordering or If an appetizer was ordered HOLD Starter salad/soup and

pizza orders for 10 minutes. Or simply ring in after you drop off their appetizer

3rd Pizza & Entrée Salads

Within 17 minutes of ordering If an appetizer ordered HOLD pizza orders for 5 minutes

4th Dessert Within 5 minutes of ordering

5. Quality Checks We don’t want to be intrusive and we don’t want our guests to have to call their server over to let us know their expectations have not been met with our food or beverages. Please use your judgment. Observe body language—it goes a long way in ascertaining whether your guests are happy with their food and beverage. Stay curious and genuinely inquire about your guests’ experience. Follow-up after they’ve tasted each item, and ask if they need anything else. Keep all refillable drinks filled… but always ask first! Offer another beverage as soon as current beverage is 2/3 gone. We don’t want them to

ever have to be without a beverage! Quickly clear away dirty dishes. Don’t make them have to ask for the check or a to-go box. Treat each table the way they want to be treated!!


WORKING AS A TEAM Never leave your section empty handed!

EXPECTATIONS FOR ALL SERVICE TEAM STAFF

Warm Welcome - Seating a Guest in Dining Room 1. Say Hello!! 2. Pick up the appropriate number of menus and

special sheets 3. If there are children

a. Remember children’s menu and crayons b. Ask the parents if it is ok to offer dough

. If yes, stop at kitchen to say hello and get dough.

4. Asks the guests to follow you… walk at a comfortable pace to the table

5. Wait for them to get settled 6. Hand each person a menu. Do not just set them

on the table. 7. Point out the specials—if it is Happy Hour make

sure to point out the menu. 8. Tell the guest about one special or pizza you know

is really good. 9. Tell the guests who their server will be and wish

them a great meal!

Supporting the DMO This is a teamwork issue!! Our dish machine operators have traditionally become some of the superstars of the current Farrelli’s operations. We must all cooperate to keep this area clean, organized and a work space that is positive and fun!!! IF THERE IS NOT A DMO ON DUTY 1. Empty ice and straws into ice bowl and put cups in

rack above dish area. 2. Scrape all plates, boats, and bowls of any extra

food. 3. Load plates, boats, or bowls into a rack. 4. If rack is full load into dish machine 5. If there are any dishes in dish machine take

them out and WHEN THEY ARE DRY put them away.

IF THERE IS A DMO ON DUTY 1. Empty ice and straws into ice bowl and put cups in

rack above dish area. 2. Scrape all plates, boats, bowls, of any extra food 3. Stack all plates, boats, and bowls on like plates,

boats, and bowls!!!

Walk the Circle 1. Bus tables and pre-bus tables down to beverage or

water glass if possible. 2. Box up to-go food. 3. Refill all non-alcoholic beverages in dining room. 4. Deliver any food sitting in the window. 5. Support DMO by putting dishes away and running

a load of dishes whenever you have down time. 6. Check on bar:

a. Bus and pre-bus all tables b. Refill all non-alcoholic drinks

7. Help front desk seat guests! 8. Answer Phones – Take To-Go Orders! 9. Focus on kids!

a. Dough upon arrival b. Fill balloons—minimum of 7 at all times! c. Kid’s menu and crayons to every child! d. A balloon to each child when they leave!!

Fond Farewell 1. Genuinely inquire into our guests’ experience—

a. Find out if the food and drinks are meeting their expectations.

b. If it wasn’t the best this is the opportunity to not let them leave angry or disappointed.

c. If necessary get a manager to speak with them.

2. Thank them for coming in! “Have a great night (or day)!! Thanks for coming in!!”

3. Invite them back! “I hope to see you again soon!!” or “We have some fun events, great specials, next week I hope we see you!!

4. A balloon to each child when they leave!!


THE FIRE CLUB WHY JOIN THE FARRELLI’S FIRE CLUB?

1. Cash incentives! We will email a gift certificate for $10 upon becoming a member. 2. A $10 gift for every birthday and anniversary! 3. Every $200 our guests spend at Farrelli’s they will receive an automatic $10 credit on their card! 4. Emails with details regarding upcoming events or specials only available to Fire Club Members.

PREPARING FIRE CLUB REGISTRATION CARDS • Prior to all peak meals the host will prepare Fire Club Registrations forms. • Forms need to have a FC Card taped to the back of each registration form

SIGNING UP A FIRE CLUB MEMBER: Assume they are already FC members. The best time is when you are presenting their check! Ask if they are members and want to get their reward points. If they are not then they have 2 options:

1. Sign up ONLINE! Using any smartphone, tablet, or PC • Go to farrellispizza.com and click on FIRE CLUB then MEMBER PORTAL. • Click JOIN HERE and just fill in the form • We will use their phone number for accruing points. Make sure they sign up with their email

address so that they get notification on all our great offers and events. • We never sell or give any information regarding our members EVER!

2. In Store Sign-up

• Ask guest to fill out the member information slip with the card number already written on the slip. Ask them to please write legibly!

• You keep the slip and give the guest their card. • Drop sign ups in the safe at the end of your shift.

CASHING OUT NEW OR EXISTING

FIRE CLUB MEMBER

Redeeming a reward

CLOSE CHECK Go to ASSIGN MEMEBER Swipe FC Card

o Points automatically accrue. Print a copy of the receipt

CLOSE CHECK Go to PAYMENT OPTIONS Go to Club Card Swipe FC Card


SERVICE SEQUENCE

DINNER & HAPPY HOUR There are two exceptions to the following service sequence when working in the bar: Traditionally people dining in the bar are expecting a more casual experience and may only be coming in for a snack and a couple drinks. For the more casual guest please remember to keep their drinks fresh!!

1. Always greet your guest with a cocktail napkin or coaster.

2. Find out if your guests need a full menu.

LUNCH People tend to have much less time for lunch than dinner and we want to honor that!

• Always ask ARE YOU IN A HURRY?: If they are direct them to the items that we can prepare quickly: Slice of the day. Soup and Salad.

• ONLINE CALL IN ORDERING: Also let them know that we know have online ordering capability so they can order their food before they get here so it is ready for them to enjoy when they arrive!

GOAL GUEST EXPERIENCE Immediately CONNECT 1st CONTENT 2nd - a Sincere Compliment & Warm Welcome!

BAR: Always greet your guest with a cocktail napkin or coaster and a compliment!!!

90 sec Formal Greet/Menu Education Have you been to a Farrelli’s before? Point out the TABLE TOP menus and share our specials. Take DRINK order. Suggest at least one appetizer and one entrée. If lunch: SOLICIT LUNCH ORDER Send orders to kitchen and bar—don not stack orders!

2 min Deliver: Drinks, plates, and utensils Answer any questions they have on menu… make suggestions!!! Take Order—if the guests are not ready visually and/or verbally check every 2 minutes.

5-7 min Appetizers Delivered: Appetizers are served before salads! Ring in salads and entrees after appetizers are delivered.

5 min Salads Delivered: Offer grated parmesan and ground pepper. w/in 2 min Beverage & Quality Check: Drinks offered when 2/3 empty!

This can be a walk by if they are talking to each other or a verbal if it looks like they may need something.

w/in 17 min Deliver Pizza/Entrees Offer grated parmesan and ground pepper for entrée salads w/in 2 min Product Quality Check— 1st verbal. Ongoing visual and verbal. ONGOING Pre-bus Tables: Only beverage glasses stay. Keep tables tidy!

Pack leftovers if requested: Do this at the table. After Meal Offer Dessert with a Specific Recommendation!!

w/in 5 min Dessert Delivered & Present Guest Check There is no hurry. Request FIRE CLUB information or present opportunity for FC!

Every 2 min Cash Guest Out Visual check every 2 minutes Every Person Working

FOND FAREWELL!!! Thank ever guest for coming in! Invite them back or “I hope to see you soon!” Every child is given a balloon on their way out. (Ask parents 1st!)


TO GO SEQUENCE

We value our To GO Guests as much as our dine-in guest. It is critical that we provide the same exceptional service to both guests. Take pride in your professional service every time!! TO GO SPECIAL: If you order any 16” pizza you can choose a 3 topping 12”, or family Caesar Salad, or family house salad bowl for only $5!! To Go Service Sequence All To Go orders are rung under #1000. This will automatically take you into ATO

SEQUENCE COMMUNICATING WITH THE GUEST

Answering the Phone:

WARM GREETING: “Thank you for calling Farrelli’s Pizza on (insert street name and city here), this is (your name here) how can I help you?”

And if necessary, “can I place you on a short hold while I finish with another guest.”

Request phone number:

“Can I please have your phone number to look you up in our system?”

NEW GUEST into the ATO system:

You will only have to do this the first time they call.

Getting an Order: Enhancing the take out experience!

PIZZA FIRST (usually) Be prepared to make suggestions Add-ons a SALAD or Appetizer DESSERT: Would you like a piece of our Big Fat Chocolate Cake for

later this evening? BEVERAGES: We offer soda, growlers of beer, or bottles of wine Repeat the complete order for the guest to ensure we have it

right!! Confirm again that they have called the correct location.

“We have several Farrelli’s in the area I want to just confirm that you will be picking up your order from (insert street name and city here).”

Time quote: Make sure communicating with the HOT and adjusting take out order timings in ATO frequently

Order Pick-up: Together with the guest show them every item to make sure they have EXACTLY what they ordered.

FIRECLUB & Cashing Out

Ask for Fire Club Card or explain our program and sign them up! Process through ALOHA

Fond Farewell!

Make sure they know they can now order online at farrellispizza.com Thank the guest and invite them back!!!


HOST SEQUENCE

MAKING THE FIRST AND LAST IMPRESSION ON OUR GUESTS’ EXPERIENCE!!

As host your #1 priority is the front desk and making sure that each guest is warmly greeted and welcomed to Farrelli’s. Make sure your entrance is warm and welcoming! A Lot of Balloons! You can direct guests wishing to enjoy the bar side of Farrelli’s to find a seat wherever they are comfortable. For our guests wishing to dine on the family side you will navigate them to the table and set the stage for their dining experience!

Priorities – Connect 1st Content 2nd 1) A sincere compliment, a Warm Welcome, and Fond Farewells—Eye on the

front desk at ALL TIMES!!!! 2) Seating 3) Answering the Phone 4) Taking To Go Orders 5) Walking the Circle

TIMING GUEST EXPERIENCE Immediately A WARM WELCOME!!

60 seconds

CONNECT 1st Content 2nd!!! A sincere compliment and Inquire into the guests’ day; Find out how many are in a party; If possible seat them immediately; Decide where they will go (if slow find out if they want a table or booth); Make sure you are rotating sections; If there is a wait quote them an accurate time.

1-2 minutes Guests’ 1st

interaction with our staff… be genuine, kind, and competent!

Seating the Guest- Pick up the appropriate number of menus and special sheets; Ask the guests to follow you and walk at a comfortable pace to the table; Wait for them to get settled; Hand each person a menu (do not just set them on the table); Point out the specials—if it is Happy Hour make sure to point out the menu; Tell the guests who their server will be and wish them a great meal! if there are children Remember children’s menu and crayons; Ask the parents if it is ok to offer kids dough; If yes, offer dough to kids and stop at kitchen to say hello and get dough

15 seconds

Communicate with Server- Tell server table number and guest count. This is important if the restaurant is slow or you have seated a table in a section that is out of the normal line of vision.

15 seconds

Record your Actions- Table, Time, and Server (if guest not seated in a defined section)

Ongoing Recycle through the process -- WALK THE CIRCLE -- Answer Phones & To Go Orders

Fond Farewell - Immediately upon guests’ departure!

WITH PARENTS’ PERMISSION… EVERY CHILD SHOULD RECEIVE A BALLOON UPON

DEPARTURE!!!


BUSSING TABLES SEQUENCE

ENSURING A SEAMLESS OPERATION! THE EYES AND EARS OF THE DINING ROOM!

As bus person, your #1 priority is to turn our tables over within 2 minutes of a guest’s departure while working collaboratively with hosts, servers, and the DMO to surpass our guests’ expectations and dining experience.

Priorities 1) Warm Welcome & Fond Farewell 2) Bussing & Pre-Bussing Tables 3) Walking the Circle

TIMING GUEST EXPERIENCE - CONNECT 1ST CONTENT 2ND

Immediately A WARM WELCOME AND FOND FAREWELL Every guest every time is warmly greeted and thanked for dining with Farrelli’s by every staff person who sees them.

Ongoing Maintain a sanitary bleach bucket

Drop Dishes off to Kitchen: Empty ice and straws into ice bowl and put cups in rack above dish area; Scrape all plates, boats, bowls, of any extra food; Stack neatly. If there is no dishwasher please load all plates, boats, or bowls into a rack and run through dishwasher if full

Be a team Player! If there are any dishes in dish machine take them out and put them away.

If there is no dishwasher please load all plates, boats, or bowls into a rack and run through dishwasher if full

Within 2 minutes of guest departure.

Clear, Sanitize, and Set Tables Use a tray! Never put your fingers on the inside of a glass or cup! Thoroughly wipe table with a bleach towel—including the seats. Make sure table is neatly organized according to specifications

15 seconds

Communicate with Front Desk Host Make sure the front desk knows the table is ready to be reseated!

Ongoing Recycle through the process or WALK THE CIRCLE anticipating the guests’ needs!

EVERY PERSON WORKING

Fond Farewell - Immediately upon departure!! • With parents’ permission… every child should receive a balloon

upon departure!!!


SERVICE COORDINATOR (MAITRE D)

Service Coordinator is Service Team Lead for Dining room & Bar

The mission is 100% Guest Happiness! The Service Coordinator (Maître d’) “works the circle” focusing on the dining room and the bar. They are active and accessible during all lunch and dinner business hours. They ensure we are prepared for peak business hours and stay busy “working the circle;” hosting, bussing, touching tables and interacting with our guests, expediting food when needed and when necessary taking orders at the table or over the phone. The goal is for the crew to feel supported and know the Service Coordinator will always be there to fill the gaps.

Reporting Structure • Service Coordinator reports directly to General Manager and on the GM’s days off reports to the

Restaurant Manager. • Service Coordinator works for and with the entire front of house crew in both the dining room and

the bar as the team lead. • This is NOT a supervisory role—think Quarterback vs Coach. This person leads with personal

power not positional power. Responsibilities Include • Priming all guests with a genuine warm

welcome! • Priming all team members at the start of their

shift to ensure a positive team culture. • Priming the restaurant— maintain ambience of

restaurant with the perfect lighting, music, and cleanliness.

• Educate and train Service Team on specials, new menu items, rotating beers, specialty cocktails, and wine.

• Pro-actively ensures all guest questions and complaints are addressed so that every guest leaves HAPPY

• Ensure proper dining room and bar recovery after rushes.

• Oversees the flow of guests within the restaurant.

• Manage the reservations. • Facilitate teamwork. • Showing guests to tables during Lunch &

Dinner service. • Owns To Go Service—which may include

being the To Go Server and/or identifying who the To Go Server is.

• Advising guests on menus & beverage choices.

• Promote special in-house events e.g. Trivia, Brewers Nights, Drink of the Day, and Tasting sessions

RECOVERY AFTER LUNCH AND DINNER

ALL MANAGERS AND SERVICE COORDINATORS • WILL NOT PHASE OR LEAVE UNTIL DINING ROOM OR KITCHEN IS RECOVERED AFTER

LUNCH AND DINNER • WE MUST MAINTAIN LABOR COST AND BEAUTIFUL CLEAN KITCHEN & DINING ROOM


MANAGERS & LEADERSHIP

Peak business House leadership is On the floor (never in office) from 11:30-1:30 or recovery and 5:00 – 8 or recovery.

There are 3 Manager in every Farrelli’s with the authority to oversee all disciplinary actions required to maintain a safe, positive, productive working environment—The General Manager, Kitchen Manager, and the Restaurant Manager. One of these people will always be in the building during every peak business period.

Other responsibilities include: • Music is just right, lighting is just right. • Crew looks great! Professional uniform and

neat well groomed appearance! • Crew is positive and having fun—servers are

happy and friendly and the Heart of the Team crew members in the kitchen are happy!

• Every guest welcomed—whether they go to dining room or bar.

• Food never sits in window • Table are pre-bussed down to water glasses

only • All guests are thanked and invited back • Servers, host, and busser phased appropriately • If you’re doing all this and you still have an

unhappy guest and a problem arises you work to resolve problem so the guest leaves happy.

WORKING THE CIRCLE

Management and our Service Coordinator prioritize “walking the circle.” This means to physically walk in the circle of the restaurant checking the bar, kitchen & restaurant to ensure every guest is having a great experience and all team members have the tools and resources to perform their job.

• Dining Room: recognize stress level on servers’ faces, support that person and clear dishes take food out and make sure to follow up with them after shift.

• Bar Side: Same as dining room; watch for over service, lack of service--also take drinks out when you can.

• Kitchen: Watch for cleanliness behind the line, make sure back of restaurant in dish area is kept free of debris on floor, if they need an extra set of hands be prepared to jump on the line, keep the passing window clear by expediting food.

• Offer the dishwasher & cooks a soda. This is much appreciated. • Work the circle! You are the one person with an eye and the WHOLE thing—COMMUNICATION

IS THE KEY

RECOVERY AFTER LUNCH AND DINNER

ALL MANAGERS AND SERVICE COORDINATORS • WILL NOT PHASE OR LEAVE UNTIL DINING ROOM OR KITCHEN IS RECOVERED AFTER

LUNCH AND DINNER • WE MUST MAINTAIN LABOR COST AND BEAUTIFUL CLEAN KITCHEN & DINING ROOM


DAY 3 WORKSHEET: MENU KNOWLEDGE BECOMING A MEMBER OF FARRELLI’S VIBRANT WORKING FAMILY

Please list the 10 different bases Farrelli’s offers for topping pizzas?

1. 6.

2. 7.

3. 8.

4. 9.

5. 10.

What are the 13 different types of cheese we use for topping pizzas?

1. 6. 11.

2. 7. 12.

3. 8. 13.

4. 9.

5. 10.

What are the 10 different types of meat we use for topping pizzas?

1. 6.

2. 7.

3. 8.

4. 9.

5. 10.

How many of the 25 toppings we use can you name?

1. 8. 15.

2. 9. 16.

3. 10. 17.

4. 11. 18.

5. 12. 19.

6. 13. 20.


What are the food items available for kids from the KID’S MENU?

1. 4.

2. 5.

3. 6.

What is included with a KID’S MEAL?

What is an optional upgrade to the KID’S MEAL?

What is the cost? Who is Jack? Why is his story important?

Why is the Elliott’s pizza so special?

Who is James and why do we have a James’ Favorite Pizza?

Who is Annie and what is the deal with the Annie’s Five Star?

What is the difference between a Perfect Pepperoni and a one topping pizza with pepperoni?

What sides are available to accompany sandwiches and calzones?

What are the available dessert offerings?

1. 4.

2. 5.

3. 6.


DAY 4 WORKSHEET: SERVICE STANDARDS BECOMING A MEMBER OF FARRELLI’S VIBRANT WORKING FAMILY

Describe our Fire Club? What are the benefits?

Please are the basic steps to great service as outlined in the training material? Please explain why they are important.

When should you suggestive sell something?

Name three of Farrelli’s signature pizzas? How would you describe them to a

guest? 1. 2. 3.

Name two signature salads. How would you describe them to a guest?

1. 2.

Please explain how you would handle taking a reservation:

When is it appropriate to use foil to package food?


Please explain the nightly specials available for Farrelli’s guests.

When should you void something?

Fill out all table numbers on the following floor chart.


DAY 5 WORKSHEET: THE BAR BECOMING A MEMBER OF FARRELLI’S VIBRANT WORKING FAMILY

What must your birthday be to be served a drink?

When is it okay to go behind the bar?

What are the signs of intoxication and how would you handle cutting off a guest.

Is it okay to modify happy hour items?

Can you order happy hour to carry out?

Please name all the current draft beers we carry.

1. 8. 15.

2. 9. 16.

3. 10. 17.

4. 11. 18.

5. 12. 19.

6. 13. 20.

7. 14.

What are our house wines? Also, please name a premium wine from each category (chardonnay, cabernet, and merlot).

House White: House Red:

House White Zinfandel:

Premium Cabernet:

Premium Chardonnay:

Premium Merlot

What are our house liquors? Vodka: Gin:

Rum: Whisky:

Tequila:


DAY 6 WORKSHEET: A VIBRANT WORKING FAMILY BECOMING A MEMBER OF FARRELLI’S VIBRANT WORKING FAMILY

FARRELLI’S WOOD FIRED PIZZA PHILOSOPHY

Learning Summary – Orientation to Service Review What is the Farrelli’s Mission Statement?

What are Farrelli’s 7 core values and how have you seen them present throughout

your training?

1. 2. 3.

4.

5.

6.

Explain how the tools, skills, and training you have received will help you help Farrelli’s fulfill its mission. What is most valuable thing you have taken from

this training?


FARRELLI’S SERVER REVIEW Notes to Trainer: On our new Working Family Member’s last day of training you will need to sit down in their section during prime business hours and have a meal to review their service skills. Pay careful attention to the service they are giving their whole section. Please take notes and insert this page in to WFM personnel file. This TO GO Review is 1 of 3 reviews a new Host/Busser will need to pass!

OBJECTIVES • To ensure our servers are delivering kind, competent service. • To make servers are knowledgeable regarding our menu, specials, and promotions. • To enable leadership to give feedback from a guests perspective—both identifying strengths and opportunities for

growth.

Please note the actual time you sit down and go from there. Make sure to note when the server does quality checks, and what time your food and beverages get to the table.

Server, Cocktailer, Bartender Service Sequence

TIME GOAL SERVICE SEQUENCE NOTES

Immediately Warm Welcome! Bar: greet includes cocktail napkin or coaster. Dining Room: All kids get coloring sheet/crayons and parents are

offered dough for their kids.90 sec Formal Greet/Menu Education

Have you been to a Farrelli’s before? Point out the TABLE TOP menus and share our specials. Take DRINK order. Suggest at least one appetizer and one entrée. If lunch: SOLICIT LUNCH ORDER Send orders to kitchen and bar—don not stack orders!

2 min Deliver: Drinks, plates, and utensils Answer any questions they have on menu… make suggestions!!! Take Order—if the guests are not ready, visually and/or verbally check every 2 minutes.

5-7 min Appetizers Delivered: Appetizers are served before salads! Ring in salads and entrees after appetizers are delivered.

5 min Salads Delivered: Offer grated parmesan and ground pepper.

w/in 2 min Beverage & Quality Check: Drinks offered when 2/3 empty! This can be a walk by if they are talking to each other or a verbal if it looks like they may

need something.

w/in 17 min Deliver Pizza/Entrees Offer grated parmesan and ground pepper for entrée salads

w/in 2 min Product Quality Check— 1st verbal. Ongoing visual and verbal.

ONGOING Pre-bus Tables: Only beverage glasses stay. Keep tables tidy!

Pack leftovers if requested: Do this at the table. After Meal Offer Dessert with a Specific Recommendation!!

w/in 5 min Dessert Delivered & Present Guest Check There is no hurry. Request FIRE CLUB information or present opportunity for FC!

Every

2 minutes

Cash Guest Out Visual check every 2 minutes

Every Person Working

FOND FAREWELL!!! Thank ever guest for coming in! Invite them back or “I hope to see you soon!” Every child is given a balloon on their way out. (Ask parents 1st!)


FARRELLI’S TO GO SERVICE REVIEW Notes to Trainer: Please take the time to observe our newly train Working Family Member (WFM) to ensure they are following each of our expectations as take TO GO orders from start to finish. Take notes through a busy stretch on their last day of training. Please take notes and insert this page in to WFM personnel file. This TO GO Review is 1 of 3 reviews a new Host/Busser will need to pass! We value our To GO Guest as much as our dine-in guest. It is critical that we provide the same exceptional service to both guests. Take pride in your professional service every time!! TO GO SPECIAL: If you order any 16” pizza you can choose a 3 topping 12”, or family Caesar Salad, or family house salad bowl for only $5!! To Go Service Sequence All To Go orders are rung under #1000. This will automatically take you into ATO

SEQUENCE COMMUNICATING WITH THE GUEST

REVIEW NOTES

Answering the Phone:

“Thank you for calling Farrelli’s Pizza on (insert street name and city here), this is (your name here) how can I help you?” And if necessary, “can I place you on a

short hold while I finish with another guest.”

Request phone number:

“Can I please have your phone number to look you up in our system?”

NEW GUEST into the ATO system:

You will only have to do this the first time they call.

Getting an Order: Enhancing the take out experience!

PIZZA FIRST (usually) Be prepared to make suggestions

Add-ons a SALAD or Appetizer DESSERT: Would you like a piece of our Big

Fat Chocolate Cake for later this evening? BEVERAGES: We offer soda, growlers of

beer, or bottles of wine Repeat the complete order for the guest to

ensure we have it right!!

Confirm again that they have called the correct location.

“We have several Farrelli’s in the area I want to just confirm that you will be picking up your order from (insert street name and city here).”

Time quote: Make sure communicating with the HOT and adjusting take out order timings in ATO frequently

Order Pick-up: Together with the guest show them every item to make sure they have EXACTLY what they ordered.

FIRECLUB & Cashing Out

Ask for Fire Club Card or explain our program and sign them up!

Process through ALOHA

Fond Farewell!

Make sure they know they can now order online at farrellispizza.com Thank the guest and invite them back!!!


HOST SERVICE REVIEW

MAKING THE FIRST AND LAST IMPRESSION ON OUR GUESTS’ EXPERIENCE!!

Notes to Trainer: Please take the time to observe our newly train Working Family Member (WFM) to ensure they are following each of our expectations as they greet, seat, answer phones, and wish our guests a fond farewell. Take notes through a busy stretch on their last day of training. Please take notes and insert this page in to WFM personnel file. If WFM is both hosting and bussing use both review sheets.

As host your #1 priority is the front desk and making sure that each guest is warmly greeted and welcomed to Farrelli’s. Make sure your entrance is warm and welcoming! A Lot of Balloons! You can direct guests wishing to enjoy the bar side of Farrelli’s to find a seat wherever they are comfortable. For our guests wishing to dine on the family side you will navigate them to the table and set the stage for their dining experience!

Priorities 6) Warm Welcome & Fond Farewell—Eye on the front desk at ALL TIMES!!!! 7) Seating 8) Answering the Phone 9) Taking To Go Orders 10) Walking the Circle

TIMING GUEST EXPERIENCE REVIEW NOTES

Immediately A WARM WELCOME!!

60 seconds

Formal Hello- Inquire into the guests’ day; Find out how many are in a party; If possible seat them immediately; Decide where they will go (if slow find out if they want a table or booth); Make sure you are rotating sections; If there is a wait quote them an accurate time.

1-2 minutes Guests’ 1st

interaction with our staff… be genuine, kind, and competent!

Seating the Guest- Pick up the appropriate number of menus and special sheets; Ask the guests to follow you and walk at a comfortable pace to the table; Wait for them to get settled; Hand each person a menu (do not just set them on the table); Point out the specials—if it is Happy Hour make sure to point out the menu; Tell the guests who their server will be and wish them a great meal! If there are children Remember children’s menu and crayons; Ask the parents if it is ok to offer kids dough; If yes, offer dough to kids and stop at kitchen to say hello and get dough

15 seconds

Communicate with Server- Tell server table number and guest count. This is important if the restaurant is slow or you have seated a table in a section that is out of the normal line of vision.

15 seconds

Record your Actions- Table, Time, and Server (if guest not seated in a defined section)

Ongoing Recycle through the process -- WALK THE CIRCLE -- Answer Phones & To Go Orders

Fond Farewell - Immediately upon guests’ departure! WITH PARENTS’ PERMISSION… EVERY CHILD SHOULD RECEIVE A

BALLOON UPON DEPARTURE!!!


BUS PERSON REVIEW

ENSURING A SEAMLESS OPERATION! THE EYES AND EARS OF THE DINING ROOM!

Notes to Trainer: Please take the time to observe our newly train Working Family Member (WFM) to ensure they are following each of our expectations as they greet, pre-bus, bus, and wish our guests a fond farewell. Take notes through a busy stretch on their last day of training. Please take notes and insert this page in to WFM personnel file. If WFM is both hosting and bussing use both review sheets.

As bus person, your #1 priority is to turn our tables over within 2 minutes of a guest’s departure while working collaboratively with hosts, servers, and the DMO to surpass our guests’ expectations and dining experience.

Priorities 4) Warm Welcome & Fond Farewell 5) Bussing & Pre-Bussing Tables 6) Walking the Circle

TIMING GUEST EXPERIENCE REVIEW NOTES

Immediately A WARM WELCOME AND FOND FAREWELL- Every guest every time is warmly greeted and thanked for dining with Farrelli’s by every staff person who sees them.

Within 2 minutes of guest departure.

Clear, Sanitize, and Set Tables Use a tray! Never put your fingers on the inside of a glass or cup! Thoroughly wiped table with a bleach towel—including the seats. Make sure table is neatly organized according to specifications

Ongoing Maintain a sanitary bleach bucket

Drop Dishes off to Kitchen

If there is NOT a DMO on duty—Empty ice and straws into ice bowl and put cups in rack above dish area; Scrape all plates, boats, bowls, of any extra food; Load all plates, boats, or bowls into a rack; If rack is full load into dish machine; If there are any dishes in dish machine take them out and put them away. If there is a DMO on duty—Empty ice and straws into ice bowl and put cups in rack above dish area; Scrape all plates, boats, bowls, of any extra food; Stack all plates, boats, and bowls on like plates, boats, and bowls!!!

15 seconds Communicate with Front Desk Host—Make sure the front desk knows the table is ready to be reseated!

Ongoing Recycle through the process or WALK THE CIRCLE anticipating the guests’ needs!

EVERY PERSON WORKING

Fond Farewell - Immediately upon departure!!

• With parents’ permission… every child should receive a balloon upon departure!!!

trainer materials service team - farrelli's pizza · 2017-03-24 · food tasting & day 3...

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