Académique Documents
Professionnel Documents
Culture Documents
TRAINING MANUAL.................................................4-36
WELCOME...............................................................4
POLICIES.....................................................................5-9
EXPECTATIONS......................................................10-14
MENU ITEMS..........................................................15-34
DESCRIPTIONS...............................................15-20
BEER...............................................................21-25
LIQUOR...........................................................26-28
WINE...............................................................29-34
ACTIVITY.................................................................35-36
PAIRED.................................................................35
GROUP..................................................................36
TRAINING MANUAL
WELCOME
Welcome to Food Bar Foods Employee Training Manual. This manual has been designed
to ensure that you have the optimal training experience that provides you with all of the
information you will need to perform your tasks with quality and consistency. Throughout this
handbook employees will be exposed to an outline of our employee policies, programs and
expectations, along with a detailed explanation of our menu items. Here at Food Bar Food we
not only pride ourselves on our creativity in the kitchen and behind the bar but also in making
sure our employees are fully prepared to assist in making a great dining experience for our
guests.
Objectives and implementation instructions are within the framework established by
this handbook. We are excited to bring you onto our hardworking, spunky Employee Family
and can assure that this interactive training manual will be an enjoyable learning experience!
OBJECTIVE
After completing the training program each employee will have an orientation of how
Food Bar Food works, fully comprehend our management style, and be able to deliver the
level of service expected for our guests.
WHAT-HOW-WHO
Food Bar Foods training manual has been created to accommodate all the different learning
styles of our employees by using a variety of helpful tools, in hopes that each employee will be
fully prepared to execute their duties at the optimal level.
Food Bar Foods training manual is designed to be user-friendly and interactive to create an
enjoyable experiences for all employees. This manual consists of different sections and
activities that allows employees to stay engaged, while learning the culture, policies and other
essentials for working at Food Bar Food.
Food Bar Foods manual is applicable to all of its employees. There are certain sections that will
be more useful depending on the employees role, however each employee is responsible to
know the necessary material needed to perform their duties.
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POLICIES
EMPLOYEE POLICIES
Below are descriptions of Food Bar Foods Employee Policies. All employees are
responsible to distinguish and abide by the following policies and should direct any questions
to a manager if clarification is needed. Failure to obey these guidelines will lead to
consequences enforced by a manager.
OBJECTIVE
Employees will be competent on all of Food Bar Foods policies and regulations and
execute them under all circumstances.
Schedule
The schedule for all KIT staff will be posted in the kitchen, FOH schedule will be posted
in the server station. Additionally, FOH schedules will be emailed. It is your responsibility to
know your current schedule, please do not call the restaurant to check your schedule.
Misreading the schedule is not an excuse for absenteeism. With this in mind, read the
schedule carefully! You are expected to be available to work the minimum number of shifts
discussed in your interview. If you need to adjust your availability, please see Amanda or Jeff
before you are overwhelmed!
If you need a scheduled day off, it is YOUR responsibility to find another trained staff
person to cover your shift. Once you find someone to cover the shift, both you and the
other person must speak to a manager (phone or email) to confirm the schedule change. Shift
changes must be approved at least one day prior to the scheduled shift (with the exception of
illness or emergencies).
Requests
All FOH schedule requests must be in writing, email is preferred, foodbarfood@gmail.
com. All requests must be made at least TWO WEEKS in advance. Please remember, a request
is ONLY a request and is not a guarantee that you will not be scheduled. As discussed prior to
hiring, we do not hire seasonally and you are expected to be available to work throughout the
year, including holidays, school breaks and over the summer. Kitchen staff should talk to Chef
Jeff about scheduling and time off requests. Some dates on the calendar are NO REQUEST
dates (JMU Parents Wkend, JMU Homecoming, December and May Graduation Wkends
unless you are graduating, New Years Eve and Valentines Day/Weekend), these are busy dates
for the restaurant and require a full and confident staff.
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POLICIES
Clocking In/Out
Employees must clock in and out on the computer using their assigned employee
number. No one is allowed to clock in or out for someone else. It is not the responsibility of
management to remember to clock you out. You must clock out upon completion of work,
prior to changing into street clothes or sitting down.
Pay Period
The pay period runs for 2 weeks, you will be paid every two weeks for the prior pay
period Paychecks can be picked up on Saturday after brunch service. If your address, phone
number or number of tax allowances ever changes, please provide updated information in
writing. Once you are no longer employed, it is your responsibility to provide a forwarding
address in order to receive your W-2. FOH Staff: If you receive a paycheck that indicates you
owe tips, you are expected to pay the amount as soon as possible.
POLICIES
Any minor who is not of legal drinking age caught drinking on the premises OR in any other
bar/restaurant at any time will be terminated. Anyone who is found serving a known minor
will be terminated.
Basic Expectations
No smoking while you are clocked in OR in uniform. Please do not smoke in your FBF tshirt
prior to work.
No eating in front of customers while you are clocked in OR in uniform.
No chewing gum while on duty.
You may not sit at the bar or at a table in your uniform. Wearing your undershirt after work is
not an appropriate option. If you plan to sit down at the end of your shift please bring another
clean shirt to change into.
Please control the volume of your voice and watch your language at all times and in all places.
DO NOT discuss your customers/tips/FBF while you are at the bar or in the restaurant.
You may not carry your cell phone on you while you are clocked in.
No cell phone usage, calls or texts while you are at work. If there is an emergency situation
that you need to have access to your phone for, please discuss this with the Manager at the
beginning of your shift.
Please dont bring personal problems or bad attitudes to work. It affects everyone
around you, customers and coworkers. If you have a life event that may affect your ability to
work in a positive manner, please speak with management.
Respect your customers and coworkers. Courtesy and respect are the social lubricant
with everyone. Treat each person as you desire to be treated, Please and Thank you are the
beginning. You are a member of a team and should act and work accordingly. Please help
each other out and treat each other kindly.
POLICIES
FOH Uniforms and On-duty Grooming
FOH employees are responsible for coming to work in the appropriate uniform.
uniform. All FOH Staff: Black pants or dark denim (not tight), black FBF Tshirt, black belt and
black shoes. Shoes must be closed toe and have a low heel. Restaurant floors can be slippery;
employees must purchase shoes with non-slick/non-skid soles.
All uniforms must be clean, pressed and professional. Please do not wear excessive
makeup, jewelry, or fingernail polish to work. No strong perfume or cologne - many people
are sensitive to scents AND it interferes with the dining experience smelling and tasting
food, beer and wine. Any hair that reaches your shoulders must be neatly pulled back. Beards
and mustaches must be neat and trimmed. Please practice good hygiene. No touching face
or hair in dining room or in kitchen.
Additional server uniform items: pens (plain black-click pens - no logos, etc.), pad or
paper for taking orders, 2-step wine key, small lighter and a personal bank (at least $40 broken
down including some coin change). Kitchen staff are responsible for the uniform policy set by
Chef Jeff, grooming and hygiene standards as above.
POLICIES
Again, please do not discuss your customers or your tips while on premise. If you are clocked
out, please stay out of kitchen and service areas (no alcohol allowed in kitchen or server station).
As a guest, you are entitled to a 25% dining discount for your meal. Alcohol is not included in
the discount.
Updates and additions to the employee manual will be shared with staff.
Please retain this copy for your reference.
EXPECTATIONS
EMPLOYEE EXPECTATIONS
Our customers are the most important people in our business and deserve the most
courteous and attentive treatment. Every Food Bar Food Employee is expected to be polite to
customers and fellow employees, regardless of the situation.
Each time you interact with a customer or co-worker you have the opportunity to make
an impression about yourself and Food Bar Food. Remember the following Employee
Expectations to ensure that this impression is enjoyably memorable.
OBJECTIVE
Proper service etiquette is paramount to a memorable dining experience. All employees
will be adequately trained in exceptional customer care before they begin working shifts.
EXPECTATIONS
Be apologetic but dont go overboard. Communicate quickly with expo/Chef to resolve,
update manager about customer issues and steps taken to remedy.
Listen to customer feedback, especially negative, with an open mind. Its invaluable
information but only if its used.
Effective Communicator
One of a servers main jobs is to communicate with customers and the rest of the staff.
Servers should be able to communicate with a wide range of personalities. This
communication extends to facial expressions and body language. If a server is frowning at a
guest, he or she is communicating negative emotions, whereas a natural smile implies a
welcoming emotion.
High Energy
Restaurant serving is a tough job that requires many hours of walking and long periods on
your feet. Servers need to be able to maintain this energy level throughout a shift.
Flexibility
Servers should be flexible and able to deal with sudden, unexpected rushes that require them
to extend their shift. They also need to be flexible and tolerant in dealing with the public.
Handle Stress
The restaurant world is a stressful one, and servers will have to deal with physical and
mental stress on a daily basis. This stress can take the form of annoying customers, a surly
kitchen crew, another server that wont pull his or her own weight, or simply dealing with a full
restaurant.
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EXPECTATIONS
Cooperative
Restaurants require a good deal of teamwork and cooperation. Therefore, servers should be
willing to pitch in and help. For example, a good server will help the salad person when he or
she is backed up; a less than ideal server would stand and wait for his or her salads.
Courteous
Servers should be polite and courteous with their managers, fellow employees and guests.
There are no ifs, ands or buts about it! Seems like common sense, but its amazing how many
servers dont treat guests with common courtesy. Thank you and Youre welcome are the
foundations of our vocabulary. The terms maam and sir are appropriate as well.
Empathetic
Good servers can read a customer quickly and see if they want to be alone or are interested in
chatting. This ability to feel and reflect another persons mood is helpful for setting the right
tone for a guest. If a solitary diner is reading, the server shouldnt loiter, automatically assuming the person is lonely. If the guest encourages conversation, thats fine; otherwise, he or she
may simply be interested in the book theyve brought along!
Smile
This is one of the simplest yet most important things everyone can do. Smiling sets the tone
and sets everyone at ease; it makes the server approachable for the customer. If the staff is
unsmiling and surly, customers may never return to your establishment.
As a culture, Americans tend to trust people who look you in the eye. Look directly at the customer you are addressing. Give your guests your undivided attention and let them know that
you are listening. Dont stare at the table, the floor or the artwork on the wall. Clear your head,
smile and pay attention. Make sure youre at the table when youre talking. Dont talk to your
guests as youre flying by; it makes people feel unimportant, and no one likes that feeling.
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EXPECTATIONS
Recognition
Recognition is very important, but it doesnt necessarily need to be elaborate. It can be as simple as addressing the customer by name or welcoming them back to FBF
Neat Appearrance
Servers need to be neat and clean. The servers appearance indicates to our guests how clean
and organized our facility is. If the server runs up to the table frantically searching for a pen,
wearing a dirty apron and shirt, the customer is going to feel that this reflects how much we
care about the rest of our operation.
Resolve Problems
We expect the entire staff to resolve any problems-quickly. If a customer gets the wrong order
or if their food is not prepared as they requested, apologize, offer to fix the problem and communicate the mistake to the MOD. You must also notify the kitchen that the replacement meal
needs to be turned around quickly. If you are unsure how to resolve a problem, communicate
all information clearly to the MOD so we can come up with a solution.
Be Knowledgeable
One of the best resources you have for increasing your tips is to be knowledgeable about the
menu. We expect you to be able to tell a guest if a special is gluten free or if the shrimp in a
special is sauted or grilled. Use language peppered with adjectives when describing menu
items; you want to provide the customer with a mouth-watering mental image. We also expect
you to be well informed about the establishment itself and be able to answer questions such
as operating hours or which credit cards are accepted.
Customers need to be acknowledged, dont leave them waiting. Waiting will negatively affect
a customers mood and experience from the beginning. If you are swamped, ask for help as
appropriate (the MOD and FOH staff can help out). Even stopping for a second and saying, Ill
be right with you, will make the customer comfortable in the knowledge that they will receive
prompt, good service within seconds.
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EXPECTATIONS
Up-Selling
Up-selling will increase tips because youre increasing the total amount of the sale, and most
people tip on a percentage of the total. You can suggest sharing a dish for an appetizer, sides,
desserts and premium drinks. But dont strong-arm the guest, or launch into a canned sales
talk. Up-selling can seem disingenuous to a customer unless it is targeted to their needs. For
instance, if a customer orders a gin and tonic, then you could say, Do you prefer Bombay,
Hendricks or our house gin? This simple suggestion may influence a customer to order a call
brand rather than a well brand.
Just as there is a list of tried-and-tested procedures that make great service, there is also
a list of things that inevitably lead to poor service.
All Thumbs
Clumsy staff not only look bad, but can cause accidents. We expect you to handle trays and
plates with grace and confidence throughout the restaurant. If you are not confident in your
tray handling skills you need to ask for help and practice!
Unkempt Appearance
Your physical appearance should make a good impression on our guests. Uniforms are required to be neat. All employees should be well groomed and should not smell offensive.
Attitude
Dont ignore your guests. Even though some waitstaff do the job adequately, their attitude
leaves a lot to be desired. Surly servers who seem to be in a hurry or who fail to make eye
contact do nothing for guests appetites. This attitude will not be tolerated at Food.Bar.Food.
Dont Be Intrusive
Customers want attention and service, not another person at the table. We expect you to be
attentive without being overbearing or intrusive. Servers should never get too personal with
guests, nor should they engage in overly long conversations.
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OBJECTIVE
All employees will gain the knowledge and comprehension needed to be able to
efficiently and consistently explain every aspect of the menu to Food Bar Foods customers.
MENU DEFINITIONS
Ancho
Dried poblano, a mild chili pepper originating in the state of Puebla, Mexico. The
anchois the sweetest dried chilies
Adzuki
Beans (adzuki) are common in Japanese cooking, russet-colored with a strong, nutty, sweet
flavor high in protein and low in calories.
amFOG
In the early years the farm, at the base of Afton Mountain, operated as a vegetable farm, an
orchard and a greenhouse business (hence, amFOG). In 2012 the mushrooms became the sole
farm crop and focus for amFOG.
Boba
Black tapioca pearls are the perfect bubbles in bubble tea, also known as boba, black tapioca
pearls are small, round balls made from tapioca starch - sweet and somewhat gummy. These
are the same boba pearls as those used at gourmet bubble tea shops.
Caf du Monde
The Original Cafe Du Monde Coffee Stand was established in 1862 in the New Orleans French
Market. Best known for its caf au lait and its French-style beignets. In the New Orleans style,
the coffee is blended with chicory. Chicory adds an almost chocolate flavor.
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ACTIVITY | PAIRED
PAIRED ACTIVITY
Scenarios
(20-22 minutes)
INSTRUCTIONS
Everyone will be partnered with another individual. Each pair should consist of one person who has a considerable amount of experience at Food Bar Food, while the other person is
a newly hired employee. (2 minutes)
ACTIVITY
Activity will utilize role-playing technique, one partner will play a customer who is extremely unhappy with the service they have received and the other partner will play the waiter/waitress. Then the roles switch. (6-9 minutes)
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ACTIVITY | GROUP
GROUP ACTIVITY
Dont Dodge The Ball
(5-10 minutes)
INSTRUCTIONS
Gather all employees who are about to work the next shift and create a circle.
ACTIVITY
Throw a beach ball in the air and whoever catches it must rattle off a selling point of
something currently on the menu at Food Bar Food before passing it to the next person. Encourage each department to use their own job skills to come up with original ideas.
For example, a prep cook might say, Fresh chopped basil from the farmers market and a bartender might offer, Gin Blossom: gin, elderflower and pear nectar
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