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HomeMy WebLinkAbout01.19.22 BLA exhibit 1. agenda 12 Wild Pastures Menu. Manual1/14/22, 4:00 PM Wild Pastures Burger Company https://app.upserve.com/s/wild-pastures-boulder?preview_token=x9A1KMKH85aAksSRU1-uPg 1/4 Wild Pastures Burger Company 2805 Pearl St, Suite 5B Boulder CO 803012805 Pearl St, Suite 5B Boulder CO 80301 ||(720)-242-7494(720)-242-7494 https://wildpasturesburger.com/https://wildpasturesburger.com/ Pick up Ready for pick up: 8 - 12m Your bag is empty. Drinks Organic Black Iced Tea 16oz Organic Unsweetened Ice Tea $2.50 12oz Keto Friendly Milk Shake Scratch Made, No added sugar milkshake, sweetened with erythritol and monkfruit $5.00 Zevia can of Zevia, rotating lavors. $3.00 16oz Keto Friendly Milk Shake Scratch Made Dairy Milkshake. No added Sugar. Sweetened with erythritol and monkfruit Agenda item 12, Exhibit 1 1/14/22, 4:00 PM Wild Pastures Burger Company https://app.upserve.com/s/wild-pastures-boulder?preview_token=x9A1KMKH85aAksSRU1-uPg 2/4 $6.50 Btl Water $2.00 Coconut Water $3.00 Kombucha $3.00 Burgers Double Burger create your own grass fed, grass inished, pasture raised American beef or chicken burger with your choice of free organic ixings and house-made condiments. $11.50 Double Cheese Burger create your own grass fed, grass inished, pasture raised American beef or chicken cheeseburger with your choice of free organic ixings and house-made condiments. $13.00 Single Burger 1/14/22, 4:00 PM Wild Pastures Burger Company https://app.upserve.com/s/wild-pastures-boulder?preview_token=x9A1KMKH85aAksSRU1-uPg 3/4 create your own grass fed, grass inished, pasture raised American beef or chicken burger with your choice of free organic ixings and house-made condiments. $8.50 Single Cheese Burger create your own grass fed, grass inished, pasture raised American beef or chicken cheeseburger with your choice of free organic ixings and house-made condiments. $10.00 Sides Zucchini Onion Haystack Spiraled organic Zucchini and Onions, lightly battered, fried in beef tallow. Comes with your choice of sauce. $5.00 Small Russet Fries House cut, organic Colorado potatoes. Fried in Wild Pastures beef tallow. $4.00 Large Russet Fries Sharing Size of house cut, organic Colorado potatoes. Fried in Wild Pastures beef tallow. $7.00 Wild Pastures Burger Company 2805 Pearl St,Suite 5B Boulder, CO 80301 (720)-2427494 1/14/22, 4:00 PM Wild Pastures Burger Company https://app.upserve.com/s/wild-pastures-boulder?preview_token=x9A1KMKH85aAksSRU1-uPg 4/4 WILD PASTURES BURGER COMPANY FRONT OF THE HOUSE TRAINING MANUAL 2 OUR MANTRA “THE CHEESEBURGER THAT SAVED THE WORLD” A Big Idea: People want to be better — healthier, more responsible — and by making a better burger, based on better practices, we’re helping people be better too. Can a better burger make you a better person? Let’s put it this way — what if that better burger was made in a way that made you healthier? What if the philosophy behind that burger, namely a little something called regenerative agriculture, could reverse climate change? And what if you could be way better to yourself and the environment, just by devouring that grass fed / grass finished burger? Alongside some organic fries cooked in heart-healthy grass-fed beef tallow — and the world’s first, super-low-sugar, Keto shake, of course. The “better” in you would be even better, wouldn’t it? Question answered. Wild Pastures Burger Co. The cheeseburger that saved the world. A Big Idea: If we successfully put Regenerative Agriculture practices into action, CO2 will get sequestered in high enough amounts that the environment can heal itself. Keep eating like this and we can forget about the environment. We’re flipping the script on what many view as irreversible climate change. The solution: regenerative agriculture. And at Wild Pastures Burger Co., we’re basing our entire business on it. Every item that goes into our burgers, fries and shakes comes from a farm using regenerative practices — grass-fed / grassfinished beef, no unhealthy vegetable or seed oils, organic produce, low-sugar, craveable Keto Milkshakes — all designed to make you and the planet healthier. In fact, experts believe, when just 10%- 20% of agricultural production is converted to regenerative, climate change could be reversed. Now that’s a diet we could all live with. Wild Pastures Burger Co. The cheeseburger that saved the world. A Big Idea: Fighting nature instead of working with her has made our land and our soil much less nutritious to the point we’re not really growing real food anymore — most of our food is “faux.” Industrial agriculture. What is it good faux? 3 “Faux.” French for “imitation.” American for “food.” Yep, a lot of our food is faux, because we fight nature instead of work with her. Factory-farmed meat, depleted soil, pesticide-soaked-monocropped- climatechanging-no-thank-you. Faux food is good-faux-nothin’. Except making corporations rich and the rest of us sick. The cure? A cheeseburger — one that changes all the rules. And behind that soft, fluffy bun, a world-changing idea — let’s convert just 10%-20% of agricultural production to holistic grazing and regenerative practices — and reverse global warming. Healthier you. Healthier Earth. Pass the fries. Wild Pastures Burger Co. The cheeseburger that saved the world. A Big Idea: It’s absolutely no fun at all to care about eating healthier or about working toward a better environment — it’s all become a judgmental shame-fest. But we have a solution for that. There’s nothing in our restaurant to guilt-trip over. Nearly everyone wants to eat healthier and do their part for a better environment. And these days, a lot of people are telling us we need to do these things in awfully judgmental ways. At Wild Pastures Burger Co., we’re proving how to truly eat healthier and help the environment, nicely. Grass-fed / grass-finished beef, no unhealthy vegetable or seed oils, all-organic produce, low-sugar, craveable Keto Milkshakes — all wrapped in a belief in regenerative agriculture — the swiftest, surest way to reverse, yes, reverse climate change. Unpack your bags, this guilt-trip is cancelled. Wild Pastures Burger Co. The cheeseburger that saved the world. STRONG EMOTIONAL CONNECTION Having assessed the fast-casual grass-fed burger segment across the country, it is our opinion the big idea is to create a grass-fed burger brand that organizes its messaging around serving products that are good for you and refreshes the environment. No national burger chain has embraced these as their primary organizing principles. Consumers eagerly rally behind businesses organized around noble and upright causes. Tesla is a great example. Consumers willingly pay more for a Tesla because they believe they are helping the environment. In fact, Tesla wins major points in this regard because it is passionately dedicated to one day solving our planet's energy problem. People feel good about driving a Tesla because they no longer need to buy gas, and as a bonus, they're helping the planet in the process. The important takeaway that relates to Wild Pastures Burger Co. is that organizing a brand around noble causes is good for mankind and businesses that support these causes. 4 WILD PASTURES BURGER COMPANY COUNTER HOST JOB DESCRIPTION MISSION The mission for each Counter Host at Wild Pastures Burger Company is to ensure that every guest is absolutely delighted with his or her experience by providing a warm and friendly greeting, accurately completing his or her order in a timely fashion and offering a fond farewell. HOSPITALITY • Conveys a friendly attitude by greeting each guest with a warm smile and eye contact. • Demonstrates Wild Pastures Burger Company hospitality by treating all guests as family and with respect. • Applies the LAST method when dealing with guest complaints. Listen, apologize, solve and thank. • Refers to all customers as guests. Use guests name when known. • Extends a fond farewell to each guest as they leave the restaurant. TECHNICAL PROFICIENCY • Can deliver Wild Pastures Burger Company’s Counter Host sequence 92% of the time. • Greets all guests with a smile, eye contact and a “Hi”. • Understands the brand and can describe the Paleo food concept to all guests. • Takes orders directly from the guest and accurately keys each order into the POS. • Repeats back each order to the guest to make sure that everything is correct before sending to the kitchen. • Is patient with the guests and helps them make their selections while taking the order. • Uses suggestive selling techniques. Offers specific suggestions such as chefs add-ons, sides, milk shakes, etc. • Keeps counters clean throughout the shift including POS screen, printers and floors. • Actively in their station at all the times. • Knows and follows all cash handling procedures for paid outs, large bills, counterfeit pen, making change, etc. (Please refer to Cash Handling Policy). • Knowledgeable with all menu items and pricing and can describe each menu item to their guests. • Knowledgeable with the beverage menu and can describe each item to their guests. • Knows how to dispense all beverages properly. • Aware of and communicates any 86 items to the guest at the time of ordering. • Notifies manager of any Comps, Voids and VIPs. • Make sure to get managers attention when there is a problem that needs to be resolved about an order or guest. • Can alert guests with allergy questions or concerns. Calls a manager to assist. 5 • Uses please and thank yous to all guests. • Follows their ABC’s “always be closing” during the slow moments of the shift. TEAMWORK • Teamwork begins with “being on time”. In uniform and clocked in at scheduled time. • Is respectful of all team members. • Each Counter Host ensures that his or her opening checklist is completed in a timely manner. • Each Counter Host ensures that his or her closing duties are completed in a timely manner. • Understands teamwork begins by doing your job well first and then assisting others to complete their work. Be available to fill-in as needed to ensure the smooth and efficient operation of the restaurant. • Teamwork ensures all guests are taken care of. • Looks at the restaurant as a whole and offers assistance where needed. APPEARANCE • Is viewed as friendly by the continuing use of their smile and positive attitude. • Uniform appearance is crisp and clean and meets Wild Pastures Burger Company uniform standards. • Team member make-up and jewelry meets Wild Pastures Burger Company uniform standards. • Maintains high level of personal hygiene. GENERAL AND SAFETY: • Uses non-slip shoes at all times. • Must perform physical activities in a variety of environmental conditions that require moderate strength including climbing, lifting, balancing, walking and handling of materials. Must be able to stand for long periods of time. • The position requires lifting of 25 lbs. anything over 25 lbs. assistance will be given to you. • Watch for wet floors and spillage, put signs and dry immediately. • CLEAN AS YOU GO! Cleans up food, debris or other objects on the floor when sighted. VALUES, CULTURE, AND POLICIES • All decisions and actions reflect and support Wild Pastures Burger Company values, culture, and policies. I agree to abide by the listed minimum job description. I understand my job is not limited to this description and that my job may encompass responsibilities that change as the needs of the restaurant change. Print Name__________________________________________________________________ Sign Name__________________________________________________________________ Date___________/_________________/_________________ 6 WILD PASTURES BURGER CO. CULINARY JOB DESCRIPTION MISSION Our mission for Wild Pastures Burger Co. culinary staff is to ensure every guest is absolutely delighted with his or her dining experience. This is accomplished by exceeding performance standards within their five major areas of responsibilities: service, technical proficiency, teamwork, appearance, and safety and sanitation. SERVICE • Conveys a friendly attitude. • Is quick to respond to any guest’s special request or needs. • Demonstrates Wild Pastures Burger Co. hospitality by treating all guests with respect. • Refers to all customers as guests. • Observes the 6-foot rule by engaging guests within 6 feet. Always give the guest the right way. TECHNICAL PROFICIENCY • The guest receives high quality food products that meet recipe standards 92% of the time. • Production timings meet Wild Pastures Burger Co. timing standards 92% of the time. • Assists in food prep assignments during off peak periods as needed. • Cleaning checklist administration results in a kitchen that is clean, well maintained, and safe. • Food handling, holding, and refrigeration meet all local health and sanitation requirements as measured by routine health inspections. • Handles, stores, and rotates all products properly. • Is always actively in their station. • Follows their ABC’s “always be closing” during the slow moments of the shift. TEAMWORK • Teamwork begins with “being on time.” In uniform and clocked in at the scheduled time. • Is respectful of their peers. • Each culinary team member ensures that his or her opening checklist is completed. • Each culinary team member ensures that his or her closing checklist are completed in a timely manner • Understands teamwork begins by doing your job well first and then assisting others. • Be available to fill-in as needed to ensure the smooth and efficient operation of the restaurant. 7 • Communicates effectively to management and other works groups. APPEARANCE • Is viewed as friendly by the continuing use of their smile and positive attitude. • Uniform appearance is crisp and clean and meets Wild Pastures Burger Co. uniform standards. • Team member make-up and jewelry meets Wild Pastures Burger Co. uniform standards. SAFETY AND EMERGENCY PROCEDURES • Culinary staff adheres to all safety standards as outlined in the safety section in the Kitchen Training manual as well as Local County Food Codes. • Employee washes hands regularly to prevent cross contamination between items. • Let’s their supervisor know when they are not feeling well and frequently washes to avoid all types of cross contamination • Understands all emergency procedures outlined in the restaurant emergency policies and procedures and is able to follow procedures in each given situation. • Understands the knife safety policy and practices safe knife handling skills. • Understand how to use equipment safely and maintains equipment in a sanitary manner. VALUES, CULTURE, AND POLICIES • All decisions and actions reflect and support Wild Pastures Burger Co. values, culture, and policies. I agree to abide by the listed minimum job description. I understand my job is not limited to this description and that my job may encompass responsibilities that change as the needs of the restaurant change. Print Name__________________________________________________________________ Sign Name__________________________________________________________________ Date___________/_________________/_________________ 8 WILD PASTURES BURGER COMPANY HOSPITALITY CULTURE To define Wild Pastures Burger Company’s service culture, we begin by defining the words Service and Culture. Simplistically the definition of service is “the performance of work for another”. Similarly, but not quite so simplistically, Culture is defined as “the total of the inherited ideas, beliefs, values, and knowledge, which constitute the shared bases of social action.” These are important ideas and need to be acknowledged as we developed our visions for service at Wild Pastures Burger Company, but it goes deeper than sharing work, knowledge, and values. Working together is important, working for one another, makes everyone feel good. When we work together the end result is far greater than the sum of the individual contributions. But this definition leaves out one important element from the work we are performing and that is the customer, or as we prefer to acknowledge them as, our guests. VIBE We are in the hospitality business. Many service businesses/organizations abound but few provide their employees the opportunity to extend hospitality to their customers. Danny Meyers, a world-renowned restaurateur in New York City and the individual behind the recent growth of the well-known burger chain called Shake Shack wrote a book called “Setting the Table”. It is an instructive how-we-did-it book on building his restaurant empire. In his book, he describes his style of service and we at Wild Pastures Burger Companies have come to appreciate many of the lessons he’s learned along the way. He writes, Hospitality is the foundation of my business philosophy. Virtually nothing else is as important as how one is made to feel in any business transaction. Hospitality exists when you believe the other person is on your 9 side. The converse is just as true. Hospitality is present when something happens for you. It is absent when something happens to you. Those two simple prepositions – for and to – express it all. The act of doing something for someone rather than to someone defines Wild Pastures Burger Company’s service vibe. The opportunity to do something for someone is analogous to how we would treat someone who is a guest in our home. Treating Wild Pastures patrons as guests is an attitude founded on building relationships rather than providing service technique. Danny Meyers goes on to write, Understanding the distinction between service and hospitality has been at the foundation of our success. Service is the technical delivery of the product. Hospitality is how the delivery of that product makes its recipient feel. Service is a monologue – we decide how we want to do things and setup operating standards for service. Hospitality, on the other hand, is a dialogue. To be on the guest’s side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. Webster defines hospitality as the generous and friendly treatment of visitors and guests. Hospitality is the relationship created between the guest and the host. At Wild Pastures Burger Company our hospitality mindset can be summed up in this one phrase— hospitality is treating each guest as if they are the center of our universe – in essence treating each guest as if they were guests in our home. When you invite someone over for dinner, it is typical to open the door for him or her and greet him or her with a sincere, warm, friendly smile. You would shake their hand or provide a warm embrace. Engage them in meaningful conversation like asking how their day was. Take their coat and greet them with something to drink and/or eat as they settle in and relax. Wild Pastures Burger Company hospitality is defined as the generous reception and gracious entertainment as you build relationships with the people you are serving. At Wild Pastures Burger Company, you are encouraged to develop your own personal touch and approach to providing this hospitality mindset. Ultimately your goal here is to win your guests over. You want to connect with them emotionally and walk out with a new friend. Once you have convinced them you have their best interests in mind, you can then begin to work your magic. Projecting your own individual style and personality is the key to building a relationship with your guest. Friendly smiles, poise, positive attitude and a sense of humor will prove to help in establishing a good relationship with the guest and further strengthen their sense of satisfaction with the entire experience. Relationships have been built; When guests talk about the restaurant as if it’s theirs. They can’t wait to share it with friends, and what they’re really sharing, beyond the food experience, is the experience of feeling important and loved. That sense of affiliation builds trust, a sense of being accepted and appreciated, invariably leading to repeat business, a necessity for a company’s long-term survival. 10 CONTINOUS LEARNING AND GROWING At Wild Pastures we encourage everyone to learn as much as they can about “the business” and grow in their capabilities because of their employment at Wild Pastures Burger Company. In this fast paced environment we live and work in, change is occurring daily. What we think is foundational knowledge and operating systems today, may be redefined and rendered obsolete in a matter of years. The reality is that the only constant we can rely on these days is change itself. Consequently, Wild Pastures Burger Company culture is one that inspires continuous learning and personal growth. The more knowledge you can acquire, the more valuable you are to Wild Pastures Burger Company and yourselves. As such, it is our desire to encourage our managers and team members to learn as much as they can about our business, grow in their contribution to Wild Pastures’ success and grow personally. It is a mutually beneficial for you to learn and grow while working at Wild Pastures. As John F. Kennedy once said, “ leadership and learning are indispensable to each other.” We look forward to providing you an environment whereby you can learn, grow and develop into the person you wish to become. HAVE FUN One of primary goals at Wild Pastures Burger Company is to create a fun work environment. It only makes sense that if a person is going to spend 40 hours a week doing something, they may as well enjoy it. It is our intention to create an environment whereby managers and team members have fun, they enjoy the work environment, are calm and stress-free. We believe people who are in good spirits are more likely to be productive. Laughter creates a bond that brings others together; people like to be with others who are having fun. Creativity, intuition and flexibility are key to the successful operation of companies today. In stimulating environments, employees enjoy their time at work more. Attracting guests becomes much easier in a fun environment. A fun workplace is not only more productive, but it attracts people and profits. It’s easy when people work to take what they doing seriously. We want everyone to work hard but have fun at the same time while you do it. Smile and share stories with one another. You and your team will benefit from it. THE WILD PASTURES FAMILY Wild Pastures Burger Company wants our teams to treat one another as family. Since everyone’s family experience is slightly different, we will rely on one of Merriam Webster’s definition to calibrate our understanding of family. 11 Webster’s says family is, “a group of people united by certain convictions or a common affiliation.” In essence it is to closely connect yourself to a program or organization as a member or partner. We view our working relationships as partnerships. In a partnership people all feel important and a part of the team. In a partnership it is mutually beneficial if we all find our role as important to the outcome of our work and find success in what we are doing. We recognize that everyone at Wild Pastures is an important part of the team and without you we wouldn’t be great. TRUST Trust is a primary factor in how people work together, listen to one another, and build effective relationships. Studies show that productivity, income, and profits are positively or negatively impacted depending on the level of trust in the work environment. Trust can be created or destroyed through personal perceptions and behaviors. Many experts agree that trust is perhaps the most important element of a synergistic and efficient work environment. Organizations that have trust among their employees are usually successful; those that don't frequently are not. We've found five excellent ways to build trust into their teams. First establish and maintain integrity. It is the foundation of trust in any organization. Integrity must be seen at all levels. This means, among other things, keeping promises and always telling the truth, no matter how difficult it might be. If its people have integrity, an organization can be believed. Communicate vision and values. Communication is important, since it provides the artery for information and truth. Open honest communication allows everyone to share in the organization's vision. Similarly by communicating its values, the methods for getting there are established. Consider all employees as equals. Trust is established when even the newest rookie, a part-timer, or the lowest paid employee feels important and part of the team. It begins with everyone being engaged with the team -- management and team members alike. It is followed up by an attitude of recognizing everyone’s opinion matters, giving credit where credit is due, knowing one another’s names and treating one another with respect. Focus on shared goals. When employees feel everyone is pulling together to accomplish a shared vision, rather than a series of personal agendas, trust results. This is the essence of teamwork. When a team really works, the players trust one another. Do what's right, regardless of personal risk. We all know intuitively what's "right" in nearly every situation. Following this instinctive sense, and ignoring any personal consequences will nearly always create respect from those around us. From this respect will come trust. 12 ONE GUEST AT A TIME We’ve all been to those restaurants where they have asked their employees to behave a certain way when they interact with guests. The problem with that approach is the guest leaves not feeling any relationship has been developed. When team members following a pattern with guests it can come across as inattentive. At Wild Pastures we want you to customize your interaction with each guest so that they are interacting with the person that is uniquely you. We want you to engage each guest so that relationship can be forged with the guest. When you recognize repeat guests take the time to say, “Hey weren’t you in here the other day?” Again this will open the door for you to connect with this guest at a deeper level than just a business transaction. In the process you may make a life long friend. Try to sense the guest’s priorities. You can tell if a guest is in a hurry or wanting to spend more time and enjoy themselves. Be sensitive to their needs and they will feel the experience has been personalized rather than a transaction. It is amazing for us to consider how much the hospitality industry has changed in recent years. Our experience tells us hospitality is dying on the vine. We find it difficult if not impossible to find exceedingly good hospitality anymore. More and more, the dining out experience has become a transaction, one that is not memorable. How many servers, bartenders, and counter people do you remember in your recent dining experiences? We believe that is because the industry has lost its desire to build relationships with its guests and so the exchange between guests and restaurant team members has become transactional. Almost to the point whereby a machine could do what the team members are doing. At Wild Pastures we want to flip that paradigm on its head. We encourage you to personalize your exchange with your guests and attempt to build relationships with them. You will find your job more enjoyable as will your guests you serve. 13 COUNTER HOST SERVICE SEQUENCE As a Counter Host, it is your responsibility to ensure that every guest is absolutely delighted with his or her dining experience by providing a warm and friendly greeting, accurately completing his or her order in a timely fashion and offering a fond farewell. To accomplish this objective we would like you to follow these simple steps of service. ____ Welcome each party within 6 feet with a warm smile, eye contact and say something like “Good (afternoon, or evening), welcome to Wild Pastures Burger Company. ____ Be patient and helpful while taking their order. As a new restaurant concept, there are lots of new food offerings the guest may not recognize. It may take them a few minutes to make a selection. Feel free to offer suggestions of your favorites. ____ As time permits engage each guest with a question such as, “How is your day going?” The idea is to build a relationship while moving the line quickly through your station. ____ Offer to take the order from the guest and enter order into the POS system as the guest is ordering. Make sure to offer a beverage if the guest doesn’t order one. ____ Use suggestive selling techniques as appropriate to upsell the order. 14 ____ Repeat the order back to the guest to ensure the order is exactly what they want before sending the order to the kitchen. ____ Pour the beverages for the guests and for larger orders place their beverages on a tray for the guest’s ease of transport. ____ For all allergy questions or special dietary requests, please call a manager to assist you. ____ Settle payment with the guest. ____ Hand the receipt and order number to the Guest and explain how the food will be delivered. ____ Thank each guest for coming in and encourage him or her to enjoy their meal. ____ Use please and thank you at all times. ____ Make sure to get managers attention when there is a problem that needs to be resolved about an order or guest. ____ Checks with the manager every day and throughout your shift for additional duties needed for your shift. CONVERSATIONS WITH FIRST TIMERS The true test of a messaging hierarchy is to use it in conversation. So, here’s a possible exchange between you and a hypothetical guest — let’s call him Sam. This five minute, or less, back and forth has all the parts of a good message: The Purpose (your opening statement), The Story (broken into digestible nuggets), a few FAQ-type Reasons to Believe and The Tagline (the mic drop closer). Any member of your team should be able to study this conversation and adapt it slightly to fit his or her own personality and communication style. Sam: Wild Pastures Burger Company. Another burger place, huh? You: The dream is bigger than that. We’re out to prove burgers, fries and shakes can save our health, the environment and American family farmers. Sam: Wow that must be some burger. You: Actually, it’s the philosophy behind the burger that’s got us excited. Sam: Philosophy? 15 You: Regenerative agriculture and holistic grazing. Sam: Never heard of either of those. You: It’s how we used to take care of the land before industrial agriculture. Sam: What’s the big deal? You: Well, put it this way, if we converted just 10%-20% of current agricultural production, we’d sequester enough carbon in the soil to reverse climate change. Sam: Okay, well if that’s true you’ve got my attention. So, how’s the burger, fries and shake work into this? You: Well, it’s a super-popular meal, but also super-unhealthy. Sam: And you’ve made it healthier? You: It’s the healthiest you can get. And every item we use comes from farms practicing regenerative agriculture. Sam: So, I’m guessing organic. Chas: Yeah, and more — grass fed / grass finished beef. Way more Omega 3s. And we’d love to get rid of factory farming. Sam: I’m good there. Chas: Fries cooked in grass fed beef tallow — do you know how bad cheap vegetable and seed oils are for you? Sam: Yeah, well, plus yours have got to taste amazing. Chas: Yep. And most shakes are sugar bombs. Ours are Keto — and incredible. Sam: Okay, I get it. Better health for people. Better health for the environment. You think we could reverse climate change? Chas: I’m telling ya. It’s the cheeseburger that saved the world. Sam: Let’s eat! 16 PHONE ANSWERING Each time we answer the phone, we are selling the restaurant to a potential guest. Answering the telephone at times may be the responsibility of the counter host. Be aware when the phone is ringing and make sure it is answered within a maximum of 2 rings. Answer the phone with a bright, cheerful and upbeat greeting, which creates interest and excitement. Use your imagination, but always be courteous and helpful. Take a deep breath and smile, when picking the phone. Say “Good (morning, afternoon, evening…), Thank you for calling Wild Pastures Burger Company (location), this is (your name), How may I help you?” If you must place a caller on hold, say something like, ‘’Thank you for calling Wild Pastures Burger Company, may I place you on hold?” Wait until the caller answers before placing them on hold. “Thank you for holding, this is (your name), how may I help you?” Please remember your tone and pace are crucial to let the caller hear your hospitality. 17 If the caller indicates they have a complaint say, “One moment please, while I get a manager for you”. If the caller immediately begins relating their complaint, do not interrupt, listen to the caller until he/she has finish speaking. “I am so sorry, we really appreciate your bringing this to our attention, please hold for a moment while I get a manager for you” Remember to use your “Please” and “Thank you’s” at all times. You will have a general information fact sheet with hours of operation, menu price scale, directions to Wild Pastures Burger Company from different areas, etc. We do not allow employees to make or receive telephone calls, except for emergencies. If there is an emergency, get a Manager right away. Off-duty employees are not allowed to use the house phones at the register. TAKE OUT PROCEDURES When a guest phones in to place a take-out order, follow our phone answering standards to greet the guest on the phone. If a guest walks in to place a take-out order, follow the Counter Host greeting standards to greet the guest. Once the guest has been properly greeted follow these steps to take a take out order. TAKING THE ORDER  Thank the guest for calling.  Ask them for their name please.  Ask them what they would like to order.  Offer beverages and side items.  Let them know how much their order is.  Let them know when the order will be ready.  Give them your name so they know whom to contact when they arrive.  Thank them for calling in their order. 18 PACKAGING PROCEDURES  Assemble two napkins per food item.  Using a take-out bag, package all hot items in the same bag placing the large items on the bottom and the smaller items on top.  Staple the POS check to the bag(s) and place bag on the counter next to the pickup shelf.  Gather drinks when the guest arrives. ORDER PICK UP  When a guest identifies himself or herself as picking up a take-out order, send the guest to the counter.  The Counter Host will then greet the guest, ask them for their name and go to the pickup counter and gather up all bags and place them in front of the guest.  The Counter Host will e-read the order to the guest and show them each item packed in the bags to ensure the order was taken correctly and all items are packaged correctly.  Gather their drinks and if needed place them in a drink carrier.  Complete the transaction and settle payment.  Let them know you wish they enjoy their meals.  Thank them for coming in. CLEANING TABLES When clearing tables follow the clearing and resetting procedures listed below: 1. Begin by removing any left-over packaging. You can use a tray to carry larger amounts of packaging materials. It is important to do so quietly as to not disturb other guests seated next to the table. 2. Using a sanitary kitchen towel, wipe the entire surface of the table including the edges. Be sure to wring the towel “damp” so there is no excessive water left on the table once you have wiped the table clean. 3. Wipe the seats and booths cracks making sure you remove all food crumbs. Wipe the seats AFTER wiping the table. Do not wipe the seats first and then the table. 4. Inspect the floors and pick up ALL the food crumbs and trash under and around the table. If necessary, use a spot broom to clean the floor. 19 5. Place the kitchen towel back into the quaternary sanitizer for the next use. FOND FAREWELL As a FOH team member you are in control of the guests’ first and last impression of the restaurant. Just as your friendly smile and welcoming attitude greet the guests when they arrive, your pleasant farewell leaves the guest feeling great about their visit and wanting to return. There are four objectives that need to be accomplished with all departing guests.  Make sure their experience in the restaurant was pleasurable.  Thank them for their patronage.  Invite them back for another visit soon.  Make sure their last impression is a positive one. All staff and managers have the responsibility to bid our departing guests farewell, but the counter hosts and managers usually have the most frequent opportunities to do so. Listed below are some of the behavior associated with a farewell that is guaranteed to generate a repeat visit.  Open the door for every departing guest.  Thank guests by name if possible and wish them an enjoyable departure. 20 It takes only a fleeting moment to wrap and deliver it, but the memory of it can last a lifetime. It's the only thing people can wear that never goes out of style. And, one size fits everyone. It’s a “Smile.” BEVERAGE SERVICE It is the Counter Host’s responsibility to serve beverages to all Wild Pastures guests. To serve non-alcoholic beverages to the guest, simply hand them a can or bottle of their selected beverage. If they order iced tea or lemonade, fill a cup with their preferred beverage and hand the drink to them. When serving alcoholic beverages, you must ask for their ID’s to ensure they are of legal age. Serving a minor can result in significant fines to you and the business. See the responsible alcohol service section in the manual to review our company policies relating alcohol service. UNIFORMS Your overall image is Wild Pastures’s image. You make a distinct impression on each of our guests. The image you create can enhance or detract from our overall experience and the way our restaurant is perceived in the minds of the guest. Remember . . .  You are responsible for keeping your uniform neat and clean at all times. There is no excuse for reporting to work out of uniform.  Do not wear heavily scented perfumes or lotions.  A smile is part of your uniform.  At no time chew gum or eat while in the public areas of our store. When you walk through the front door of Wild Pastures, "YOU ARE ON.” You will be informed of the uniform requirements when you begin. Your designated uniform also includes a CONTAGIOUS, ENTHUSIASTIC ATTITUDE. LOST AND FOUND During operating hours, any inquiries made by a guest regarding lost items should be directed to the Manager. 21 GUEST COMPLAINTS Any time a guest has a complaint, always deal with them calmly and get a Manager immediately. This applies to complaints in person, as well as over the telephone. Our goal is to take a negative situation and make it a positive one. Apologize to the guest for any inconvenience and get the Manager immediately. THE L.A.S.T. RECOVERY SYSTEM Did you know that only 4% of Guests who have a problem actually complain? That comes out to about 1 out of 25 people. So 24 people who have a problem leave and don’t say anything at all about what went wrong with their meal or service. Usually a guest will not tell you when they are upset. It’s up to you to read the body language and temperament of the guest. Here are some common, telltale signs that a guest is upset: • The face — when a guest is upset you can tell by the look on their face. Look for a scowl or frown. Look for general unhappiness. • The head — When a guest is upset, they will keep their head down to avoid eye contact with you. • The body language — Look for crossed-arms, slowly picking at food, or lowered shoulders. • The plate — Food half-eaten or not eaten at all. Meat cut, but not eaten. You may notice it is the wrong temperature. If you notice the guest seems unhappy do something about it. Take ownership in the guest’s happiness. Ask the guest, “May I help you with anything?” If you don’t know what to do, get a Manager. Even if it is “just a feeling.” If the guest does tell you that they are upset follow the “L.A.S.T.” method to fix the problem. LAST stands for: 1. Listen – Listen carefully so you can solve the whole problem. Sometimes a guest may just be upset about one thing. If the solution is simple you can work to resolve the issue and then fill the Manager in with some all-way communication. Other times a guest is upset about a bunch of little things. Try to get as much information about the guest’s situation as possible. When the 22 guest is upset about several things or a culmination of things, it is best to get a Manager involved immediately. At this point, the problem is bigger than you should handle. 2. Apologize — Say, “I apologize.” Be sincere. Go out of your way to make sure they know that we do not want to make mistakes at their expense. Let them know our goal is to provide a delightful experience to all guests but sometimes it doesn’t work that way. Never blame an error on the kitchen or another staff member. 3. Solve the problem – Be prepared to do whatever it takes to solve their problem. Be proactive…provide solutions. Don’t make the guest tell you what they want…tell them what you intend to do the remedy the situation. Some examples are: replace their meal, buy their drink, make adjustments to the preparation of the drink; use your good judgment and propose a series of solutions until one is given that the guest appreciates. Don’t make excuses, just let them know exactly what you are doing to resolve the problem as quickly as possible. 4. Thank them – Thank them for the opportunity to be of service. Let your guest know you hope the way you handled their problem met their level satisfaction. When you are apologizing it is important to have a sincere look. A guest can tell if you are sincere by the look on your face. During the apology you should have a look that expresses your sincere regret for their unfortunate circumstance. Then, change your look to express confidence in your ability to resolve the issue. RESPONSIBLE ALCOHOL SERVICE Wild Pastures Burger Company is committed to serving alcoholic beverages responsibly. Managers and staff must take all reasonable steps to prevent underage drinking, alcohol overconsumption and to prevent our guests from driving while under the influence of alcohol. The reputation of you and our company is at stake. THE LAW The legal drinking age is 21 in all states. Most states have a specific specified time after which alcohol beverages may not be consumed; do not serve alcohol after that time. Third-party liability laws read that the server of alcohol and the restaurant establishment are held liable when a guest consumes alcohol, leaves the premises and then causes injury or death to himself or someone else. The law requires the server make reasonable effort to prevent intoxication of guests, prevent alcohol sales to minors and intervene so the guest does not become intoxicated. While some states or locales may have less strict guidelines for alcohol service, Wild Pastures Burger Company follows the strictest rules in every case. 23 IDENTIFICATION REQUEST OR “CARDING” As a Counter Host you must make certain that a person you are serving is of legal age. All guests regardless of age need to have a valid ID with them. Notify manager immediately if guests have any problems with this request. When requesting identification from guest that appeared to be 35 years of age or younger follow these guidelines: ACCEPTABLE FORMS OF ID  Valid drivers license  Valid state issued ID card  US active-duty military ID  Valid passport A manager must approve any other type of identification. STEPS TO CHECKING IDS 1. Ask the guest to remove the ID from his or her wallet. 2. Determine whether the ID is valid by:  Checking the birthday.  Checking the expiration date.  Examining the lamination– Is a torn, grayed or damage?  Looking at the composition of the ID.  Comparing the guest signature with the one on the ID.  Holding the back of the ID to the light to spot any cuts or abrasions. 3. Communicate with the guest by asking questions such as his/her:  Street address  Year he/she graduated from high school If you suspect a problem or discrepancy with the identification offered, get a manager immediately. INTOXICATION AWARENESS By definition, intoxication occurs when the body takes in more alcohol then it can safely process, thereby creating both physical and mental impairment. The effects of intoxication vary from person to person, but are progressive and affect in order: a person inhibitions, their judgment, reaction times as well as their coordination. Below is a list of behavioral cues and how it may affect the guest. Inhibitions – becomes talkative, relaxed, overly friendly, loses self-control and sometimes displays mood swings. 24 Judgment – behaves inappropriately, such as ordering doubles at last call, uses foul language, tells off- color jokes or annoys others. Reactions – glassy, unfocused eyes, talks and moves very slowly, forgets things and slurred speech. Coordination – stumbles or sways, drops belongings, has trouble picking up a drink. In general the average sized person can consume one beer, glass of wine or alcoholic cocktail per hour and be under the legal limit. There are exceptions to this rule but the server must constantly evaluate a guest’s ability to consume alcohol and keep track of the number of drinks he or she has consumed. It is your responsibility to make sure our guests do not leave our restaurants intoxicated. If you are unsure of a person’s level of intoxication do not hesitate to ask a manager for their opinion. OPENING, RUNNING AND CLOSING CHECKLISTS Each shift you work you will be responsible for completing opening, running and closing checklists. These checklists will be found in close proximaity of your work stations. These checklists are extremely important in assuring smooth daily operations, ongoing quality service and a clean facility. Opening and closing checklists will not be considered complete until approved by the Manager on duty. Running duties refer to ongoing duties while Wild Pastures Burger Company is open for business. The responsibility of making sure these duties are being done during the shift is yours and your teammates. Each position of the restaurant is assigned its own duties. Some duties will require individual effort, while others will require team effort. These duties require teamwork, and through teamwork we all enjoy working in an clean and efficient work environment.