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FAMOSO INC. Employee Orientation Handbook These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
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EmployeeOrientationHandbook
TeamMemberName:
StartDate:
FAMOSO INC. Employee Orientation Handbook These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
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TableofContents GettingToKnowYourStore …………………...........................Pg.3LocationInformation …………………...........................Pg.3YourManagementTeam …………………...........................Pg.3GetSocialWithFamoso …………………...........................Pg.3WhoAreWe?AnAuthenticPizzeria! …………………...........................Pg.4WelcomeToFamosoNeapolitanPizzeria …………………...........................Pg.5Famoso:TheNeighbourhoodPizzeria …………………...........................Pg.6WhatisNeapolitanPizza? …………………...........................Pg.6ItalianTerminology …………………...........................Pg.7What’sImportantToUs?OurPhilosophies! …………………...........................Pg.8BrandPillars …………………...........................Pg.9BrandValues …………………...........................Pg.10Hospitality …………………...........................Pg.11WhatisHospitality …………………...........................Pg.11WhatistheDifferenceBetweenService&Hospitality …………………...........................Pg.11WhatisWorldRenownedHospitalityAtFamoso …………………...........................Pg.11Whatis‘EveryGuest,EveryTime’? …………………...........................Pg.12Teamwork …………………...........................Pg.14HowToBuildTeamwork …………………...........................Pg.143Key’sToGreatness …………………...........................Pg.15DeviationService …………………...........................Pg.16FacesTablesAction …………………...........................Pg.18TelephoneEtiquette …………………...........................Pg.20What’sForDinner?AuthenticNeapolitanPizza! …………………...........................Pg.21FoodMenuTour …………………...........................Pg.22AuthenticNeapolitanIngredientsYouNeedToKnow …………………...........................Pg.22FamosoCookingMethod …………………...........................Pg.23Where?When?What?How?Why? …………………...........................Pg.24Where?IsEverything …………………...........................Pg.25When?DoYouWork …………………...........................Pg.25What?DoINeed …………………...........................Pg.26How?DoISucceed …………………...........................Pg.26Why?AmIHere …………………...........................Pg.26UniformStandards …………………...........................Pg.27Pizzaiolo …………………...........................Pg.27Server …………………...........................Pg.28
FAMOSO INC. 3 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
GettingToKnowYourStore LOCATIONINFORMATION
LocationName
Address
PhoneNumber
WIFIPassword
EmailAddress
YOURMANAGEMENTTEAMGeneralManager
AssistantManager
CulinaryManager
AssistantCulinaryManager
RegionalManager
GETSOCIALWITHFAMOSO!
Don’tForgetToLikeUsOnFacebook!!
FACEBOOK COMPANY: /FAMOSOPIZZA STORE ________________
TWITTER COMPNAY: @FAMOSOPIZZERIA STORE ____________________
INSTAGRAM COMPANY: @FAMOSOPIZZERIA STORE ____________________
FAMOSO INC. 4 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
Whoarewe?AnAuthenticPizzeria!
FAMOSO INC. 5 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
Welcome!
WelcomeToFamosoNeapolitanPizzeria!
CongratulationsonjoiningtheFamosoTeam!AtFamosowebelievethatourstaffaretheheartofourPizzerias.Ourserversareourfirst&lastlinesofdefenseandourpizzaiolosareresponsibleformakingourAuthenticNeapolitanPizzas,whicharethecornerstoneofourbusiness.Ourteamiscomposedofenergetic,hardworking,caring&fun-lovingindividuals,whichYOUhavebeenselectedtobepartof.
Ourhiringphilosophyistoalwaysbeonthehuntforthebestpeoplewhopossesstheabovecharacteristics.Welookforgreatpeoplethathavethepersonalitiesthatmatchthefeelingwewantinourpizzerias.Webelievegreatpeopledrivetheprofileofourrestaurants,whichistobeapproachable,hospitable,energetic,entertainingandengaging.Wedon’talwayshirebasedonexperience.Instead,wetrainanddevelopcaringandmotivatedpeopletobetopperformersinourrestaurants.Havingbeenaguestatanotherrestaurantisalltheexperienceyouneed.Allyouhavetodoisaskyourself‘whatmakesmehappywhenIamaguest?’
FAMOSO INC. 6 Employee Orientation Handbook
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Famoso:TheNeighbourhoodPizzeria
WhatisyourvisionofaNeighbourhoodPizzeria?Oursisacasualandengagingrestaurantourguestsareaddictedto,withabustlingenvironment,amazingfood&drinksandhospitalityatgreatvalue.Whetherit’saquicklunch,afamilydinnernightoutorawine-filledevening,ourguestsalwaysfeelwelcome.
FamosowascreatedwiththegoalofdefiningwhataNeighbourhoodPizzeriashouldbe.Ourpassionisrootedinalovefortheauthenticfire-roastedNeapolitanPizza.Itisestimatedthatnearlysevenmillionoftheseunique,mouth-wateringpizzasareproduceddailyacrosstheentirecountryofItaly.
WhatisNeapolitanPizza?
NeapolitanpizzaisastyleofpizzaoriginatingfromthecityofNaplesinSouthernItaly.Thedoughismadewith‘00’flourandeachpizzaishandstretchedtoorder.Rossa(red)sauceismadewithhand-milledtomatoesfromtheCampaniaregionofItaly.Pizzasaretoppedwithafresh,whole-milkmozzarellaknownas‘fiordilatte’.Pizzasarecookedinafire-oven(forno)at900ºFahrenheitfor90seconds.Thefinishedproducthasaperfectlysoft,moistcenterwithathin,crisp&slightlycharredcrust.InadditiontoourauthenticNeapolitanpizzas,weofferfreshsalads,housemadeappetizers,sandwichesanddesserts.Qualitywines,localandimportedbeersandartisancocktailscomplementouramazingfoodofferingsthatareenjoyedinuniquelydesignedrestaurantsthatembracethecharacteroftheneighborhood!.
TherecipefortheNeighbourhoodPizzeriadoesn’tendwithamazingfoodanddrink.Inordertotrulycreatememorableexperiencesforourguests,weprovideunmatchedlevelsofhospitalityandservice.Thisincludeswelcomingfirsttimeguests,acknowledgingregulars,beingawareofandanticipatingguests’needs,consistentlyputtingourguestsfirst&mostimportantlyhavingfun!
ThegoalofbeingtheNeighbourhoodPizzeriaisonlyrealizedwithgreatpeople.Ourteammembersarethekeyingredienttoourpast,presentandfuturesuccesses.WebelievethateveryServer,PizzaioloandManagermustembodyourvalues.
Inspiration:TheFamosoStoryTheFamosostorybeginsinthesummerof2005whenco-ownerJustinLussiertraveledthroughoutItalyandfellinlovewiththemouthwateringfire-roastedpizzasservedthroughoutthecountry.AftereatingatPizzeriaSorbilloinNaples,Justinfoundapayphoneandimmediatelyphonedhisfriendsandfuturepartners,JasonAllardandChristianBullock.TheydiscussedtheuniquepizzainNaplesanddecidedtheyneededtobringauthenticNeapolitanpizzatoCanada.AftertrainingwiththeAssiciazioneVeracePizzaNapoletana(VPN),anorganizationpreservingthestandardsofauthenticNeapolitanPizza,theFamosoboysfinallylearnedabouttheuniqueingredientsandcookingprocessrequired.
FAMOSO INC. 7 Employee Orientation Handbook
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ItalianTerminologyIfyouarenotfromtheOldCountry,noproblema(that’sItalianforproblem)!We’vegotyoucoveredwithsomebasicsthatcanhelpyoualongatFamoso:
‘Neapolitan’-‘FromNaples’
‘Naples’–acityof1millionpeopleontheeastcoastofSouthernItaly.30minutesfromMountVesuviusandPompeii,butmostimportantly,wherepizzawasborn.
‘ALibretto’–‘Foldedlikeabook’.ThisreferstohowNeapolitanseattheirpizza.Becauseourpizzasaresoftinthecenter,weneedtoeducateourguestsontheproperwaytoeatNeapolitanpizza:withaforkandknife,or‘ALibretto’
‘Salute’–‘Cheers’
‘Ciao’–‘BothHello&Good-bye’
‘Grazie’–‘Thankyou’
‘BuonAppetito’–BonAppetitinFrenchmeansenjoyyourmeal,addan‘O’andyouhaveitinItalian.
‘VERAPIZZANAPOLETANAASSOCIATION’(VPN) –anon-profitorganizationdedicatedtopreservingthestandardsoftrueNeapolitanpizza.TheFamosoFounderstrainedwiththisorganizationinordertolearnabouttheingredientsandtechniquesrequiredinmakingAuthenticNeapolitanPizza.
FAMOSO INC. 8 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
What’sImportantToUs?OurPhilosophies!
FAMOSO INC. 9 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
BrandPillarsThefundamentalsofourPizzeria!
PIZZA
Authentic,high-qualityNeapolitanpizzaisthecornerstoneofFamoso.Wewillalwaysimportkeyingredientsandequipmenttoensureauthenticity.
ATMOSPHERE
Pizzabynatureissocialandcasualandwebelievethatatruepizzeriaexperienceshouldbeeasy,inviting,andfullofenergy.Afterthepizza,themostimportantingredientisthepeople–wehirethepeoplethatarethebestfitforFamoso–thatmeanswarm,outgoingpersonalitieswhoaredown-to-earthandtrulylovemakingourguestsfeelathome.
DESIGN
Ourfireovenistheheartofeachofourlocations.Wecreatespacesthathaveawarmenergy–theyareinviting,intimate,andencourageacasual,socialatmosphere.
WINE,BEER&COCKTAILS
Enjoyinghigh-qualitywine(andfood!)isn’tjustforspecialoccasions.Drinkingwineshouldbea‘no-strings-attached’experienceforanydayoftheweek.LocalCraft,Premium&Domesticbeerscomplimentanypizzaexperiencesaswellasartisanhousecraftedcocktails.
**DiscussionPointTrainerDiscusswaysthetraineeshoulddirectlyinfluencetheatmosphereofyourrestaurant. -Tips -Alwayssmiling(whyit’simportant) -Toneofvoice(beapproachable&friendlyinyourtoneatalltimes,withguests,staff&managers) -Neverbechaoticorupsetonstage -Alwayslookforopportunitiestomakeguestshappy -Ifyounoticethetemperatureistoowarmortoocoolforguests,letamanagerknow -Ifyounoticethelightsortoobrightorthemusictoolowforguests,letamanagerknow
FAMOSO INC. 10 Employee Orientation Handbook
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BrandValuesOurinner-drivingpriorities,valuesareabigwayweconnectemotionallywitheachotherandourguests.
LeadershipWithoutTitle
•EverysinglepersonontheFamosoteamactslikealeader–it’sanattitudeandawayofoperating.
•Wefocusonsolutionsandtakeresponsibilityforresults.
Kaizen(JapaneseFor‘ContinuousImprovement’)
•Ournaturalinclinationistodoitrightthefirsttimeandimprovethethingsthatcanbebetter.Wearecommittedtothephilosophyofcontinualimprovement.
Integrity
•Ouractionsreflectourvaluesand,becauseofthat,weoperatewithcompletetransparency.
Inclusiveness
•Wehaveagenuineandvestedinterestinthesatisfactionofourguests,co-workers,partners,andsuppliersbecausewebelieveincommunity,sharedownership,andfosteringanenvironmentofacceptance,appreciation,andrespect.
LoveOfLife
•Westrivetocreateexperiencesthatsurprise,delight,andexceedexpectations.
•We’reseriouswithoutbeingstuffyandweunderstandtheimportanceofhavingagoodtime.
Hospitality
•Famosocreatesawarm,invitingexperiencebydeliveringpersonableservice.
•Wetreatguests,co-workers,partners,andsuppliersliketheyarefriendsinourhome.Welistentothemandfollowupwiththoughtful,gracious,appropriateresponses.
FAMOSO INC. 11 Employee Orientation Handbook
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HospitalityOurHospitalityMission–EveryGuest,EveryTime
WhatIsHospitality?
Hospitalityistherelationshipbetweentheguestandthestaff&management.Thisincludesthegenuineinteractionswithguests,entertainmentofguestsandgeneralcareoftheiroverallexperiences.
Everyrestauranthassystems,standardsandexpectations,forfood,drinks,cleanliness,etc...Whilealltheaboveareabsolutelyimportant,theydon’tdevelopordriveHospitalityinourrestaurants.WithoutthefeelinggeneratedthroughHospitality,someofourguestsleavewithaflatfeelingabouttheirexperiences.Ourgoalisto‘WOW’everyguestthroughourcommitmenttoHospitality,GenuineCareandAppreciationforthemhavingchosenusoveranyothereatery.
WhatIsTheDifferenceBetweenService&Hospitality?
§ Serviceiso AboutmeetingExpectations!o AboutwhatyouDO!
§ Hospitalityis
o AboutexceedingExpectations!o AbouthowyouAre!
WhatIsWorldRenownedHospitalityAtFamoso?
Hospitalityshowsupinmanydifferentways.BelowaresomeexamplesofKeyWorldRenownedHospitalityCharacteristics.
§ BePresento Staffandmanagersareinthemomentwitheveryguesttheyinteractwith.
§ BeRelaxedo Guestsneverfeelrushedorliketheyareaninconvenience.Staffand
managersarealwayscalm,coolandcollectedshowingnosignsofstressinfrontofanyguest.
§ BeSurprisingo Staffshouldalwayslookforopportunitiestoexceedguestexpectations.Do
somethingmemorableforourguests.
FAMOSO INC. 12 Employee Orientation Handbook
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§ BePersonalo Addressguestsbytheirnameeverytimeanopportunitypresentsitselfto
doso.Itmakesthemfeelimportantandvalued.§ BePerceptive
o Alwaysbeanticipatingourguest’sneeds.§ BePredicable
o PredictabilitygivesguestsconfidencethattheyareingoodhandswhenchoosingFamoso.Besurprisingwithyourlevelofcareandpredictablewithyourconsistency&attentiontodetail.
Ø Alwaysseekoutwaysto‘WOW’yourguestsatEVERYopportunity!
WhatIs‘EveryGuest,EveryTime’?
Atitscore,EveryGuest,EveryTimeisabouthavinghighstandardsandahighlevelofcareforeveryguestthatwalksthroughourdoors.It’sabroadstatementthatsumsupourabsolutegoaloftakingcareofeveryguest,everytimethroughourcommitmentanddedicationtoHospitality.
Anabsolutemeasureofsuccessisthateverysingleguestleaveshappy.Asanewteammember,youplayabigroleineveryguest’sexperience:sometimesdirectlyandsometimesindirectly.UnderstandingandexecutingourcommitmenttoprovidinggreathospitalityforEveryGuest,EveryTimeiscrucialtoourrecipeforcontinuedsuccesses.ExecutingEveryGuest,EveryTimeisaboutdoingwhatisbestandnotsimplywhatiseasiest.
**TRAINERTIPTrainer-Shareexamplesofwaysyouhavegoneaboveandbeyondto‘WOW’guests-Shareexamplesofwaysstaffhavegoneaboveandbeyondto‘WOW’guestsTrainee-Shareanyexamplesofwaysyouhavegoneoutofyourwayto‘WOW’guestsorcustomerswhereyouhaveworkedinthepast.
FAMOSO INC. 13 Employee Orientation Handbook
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OurApproachforAchieving‘EveryGuest,EveryTime’
It’sYourBusiness(IYB)–whenyouownyourownbusiness,youareresponsibleforeverythingthattakesplaceinsideyouroperation.Everydecisionabusinessownermakesimpactsthelivelihoodoftheirbusiness.Successfulbusinessownersareempoweredcriticalthinkerswhotrulycareabouttheendresult.Sayingslike‘that’snotmyjob’don’texistinthebusinessowner’sworld.Abusinessowner’sjobistodoEVERYTHINGittakestoachievehisorhergoals.Alloftheaboveholdstrueinourcase.Ourgoalisachieving,EveryGuest,EveryTime.PartofIt’sYourBusinessisbeingempoweredtosolveproblemsandwowourguestsevenwhenthereisnoclearcutwayforhowtogetitdone.Wearemostsuccessfulwhenyourempowermentispairedwithaccountabilitytoourteammembersandmanagers.SweattheSmallStuff–successintherestaurantindustrycomesfrompayingattentiontoandexecutingallofthesmalldetails.Allsuccessintherestaurantindustryiscomposedofwellexecutedsmalldetails:awarmgreetingatthedoor,adroppedforkreplacedrightaway,wipingsauceoffadoughcrustbeforeputtingitintheoven,ensuringpizzasareproperlycut,etc.ExecutingthesmalldetailsensureseachandeveryguesthasamemorableexperiencewhentheyvisitFamoso.It’showwecreateravingfans!CelebrateWins!Alotofcompaniesonlyfocusonwhatcanbedonebetter.Whileitisveryimportanttoacknowledgeouropportunities,itisequallyimportanttoacknowledgeandcelebratethethingswearegreatat!
FAMOSO INC. 14 Employee Orientation Handbook
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TeamworkTeamworkisoneofthemostcriticalelementsofoursuccess.InordertoachieveourgoalofEveryGuest,EveryTime,teammembersmustworktogethertodeliveramazingexperiencestoourguestseverytime!HowToBuildTeamworkAtFamoso?
• AcceptYourLimitations(aka,‘Don’tbeahero!’)o Always-Putourguests’needsfirst.Askforhelpfromfellowteammembersand/ormanagers
whenneeded.o Always-Offeryourassistanceifyounoticeateammemberishavingdifficultyo Never–Compromiseourguestexperiencesbecauseyouwanttodoityourself
• Ability,Patience&Acceptance
o Everyonehashisorherownlevelofability.Individualslearnnewideasand/ortasksatdifferentlevelsanddifferentpaces.Taketimetomentorandteachwithanopenheartandmind.Learningtoworktogethertakestime.Acceptthatmistakeswillbemadeandlayclaimtoyouropportunitiesinsteadofpointingfingers.
• RespectForOtherso Ifyoucannotconfrontothersaboutyourconcerns,donotmentionthemtoanyoneelse.Thereis
noplaceforgossipinourrestaurants:itisimmature,unprofessional,andunproductiveandwillnotbetolerated.Ifyouhaveanissueorconcerngotothesource(oryourmanager)toresolvetheissuematurelyandprofessionally.
• Unselfishnesso Wearehereforeachotherwhenitcomestotheneedsofourguests.Leaveyouregoatthedoor.
Weallplayanintegralpartinachievingourcommongoalofensuringeveryguestleaveshappy,everytime!
• Commitmento Yourteammatesneedyoutoshowup!Beontime,inuniformandprofessionallygroomed.Turn
allpersonaldevicesoffonceyouhaveenteredthebuildingandfocusallofyourattentiononwowingourguestsandyourteammates.
• Accountabilityo Astrongteammateisaccountabletoco-workers,managersandguests.Focusexecutingyourrole
atahighlevel,helpingoutyourteammatesandworkingtoensureweexecuteEveryGuest,EveryTime.
• Sacrificeo Takingonefortheteam.Helpingoutyourteammatesormanagementwhentheyareinneednever
goesunrewarded.Theywillreturnthefavorforyouwhenyouareinneed.
FAMOSO INC. 15 Employee Orientation Handbook
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3KeysToGreatness#1-WorldRenownedService&Hospitality
OurgoalistocreatememorableexperiencesthroughWorldRenownedService&Hospitality.Ourfoodspeaksforitself,buthowourpeoplearespeaksforhowmuchwecareaboutourguests’overallexperiences.Serviceisaboutmeetingexpectationsthroughactions&Hospitalityisaboutexceedingexpectationsthroughconnections.Theyarebothveryimportantcontributorstoeveryguestexperience.Toensurethateveryguestreceivesamemorableexperience,wemustensuretheirneedsaremetsotheyfeelcaredforthroughouttheirdiningexperiences.
#2–ImpeccableImage
Howwepresentourselvestoourguestssaysalotaboutwhoweareandwhatisimportanttous.Imageincludeseverythingaguestcantouch,see,feel,smellandhearwhentheyareatFamoso.
Considertherestauranttobeastageandourguestsaretheaudience.Itiscrucialthateverything,everyoneandeverydetailisonpointforouraudience.Iftheaudienceisnothappywiththe‘show’theymaynotseevalueinreturning.Althoughourfood,interactionsandserviceareimportant,howwepresentourselvesplaysacriticalroleinoursuccessasitrepresentshowmuchwecareaboutourguestsfeelingcomfortable&confidenttheyareingreathands.
Witheverynewguestthatwalksthroughthedoor,youaremakingafirstimpression.Yourappearanceisareflectionoftheprideyouhaveinyourselfanditisalsohowourguestswillperceiveyouaswellastherestaurant.YouareresponsibleforshowingupintheproperFamosoUniformstandards,perfectlyclean&pressedwithnostainsorwrinkles.Youruniformandlevelofpolishreflecttheprideyouhaveinyourpersonalpresentation.
#3–AmazingFood&Drink
Attheendoftheday,wearedefinedbyourfoodanddrink.Becauseofthis,wehaveuncompromisinglyhighstandardswhenitcomestothefoodanddrinksthatweserve.Everyteammemberplaysacriticalroleinservingperfectfoodtoourguests.BypayingattentiontoDetailandSweatingtheSmallStuff,ourhighstandardsarekeyelementstoensuringwemeetourgoalofservingAmazingFood&Drink.Pizzaiolosneedtoensurethateverydoughisperfectlystretchedandsauced,toppingsareproperlymeasuredandevenlyplaced,andpizzasarecookedperfectlyatthepropertemperaturetoensurethatEveryPlate,LeavesPerfect!Serversneedtocheckeverysinglepizzabeforeitreachesourguests.ServersaretheabsolutelastlineofdefenseitmaintainingourcommitmenttoamazingFood.Always,evaluatethequalityofthepizza(topandbottom!)andbringthemouttoourguestswithin30seconds.Nevertakeanythingouttoaguestthatisn’t100%perfect.Ifyouareunsureifanitemissuitable,ALWAYSaskamanagerorafellowteammate.
Whenweexecutethe3keystoGreatness,wealwaysachieveourgoalofEveryGuest,EveryTime!
FAMOSO INC. 16 Employee Orientation Handbook
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DeviationServiceDeviationServiceisanypartoftheguestexperiencethatdeviatesfromthe‘idealexperience’,bothpositiveandnegative. GuestDissatisfaction&PositiveGuestExperiences Whilewealwaysstriveforperfection,therewillbesituationswhenaguestisnot100%satisfiedwiththeirexperience.Itisimportantthatweoperatewithahighlevelofcareandcriticalthinkingtosolveissueswhileguestsarestillintherestaurant.Resolvingguestdissatisfactionisespeciallyimportantnowadayssincepeople’ssocialreachextendsmuchfurthertodaythaninthepast.WithoutletslikeFacebook,UrbanSpoon,Yelp,Twitter,TripAdvisor,etc.,therearecountlessplacesadissatisfiedguestcanturntoleavecriticalfeedbackonabusiness.It’syourjobtoplayapartinensuringthisdoesn’thappen!Difficultsituationsareoneofthemostchallengingsituationsyouwillfaceintheserviceindustry.Irateordissatisfiedguestsarethemostdifficulttodealwithbecausetheirexpectationshavenotbeenmet.Guestsneedtoknowthatweareontheirsideinworkingtosolvetheirdissatisfaction.
Anoteoncomplaints:theyarenotalwaysverbal.Peoplearegenerallygood-naturedandnotlookingtocomplain.Oftenyouneedtodigdeeperandsearchforcuesthatindicatetheguestisnothavinganoptimalexperience.Somecuestolookfor:
• Readtheguest’sface:iftheirexpressiontellsyoutheyareunhappy,gotothatguestandengagethemtomakesuretheyareenjoyingeverything.
• Ifaguestleavestheirfoodmostlyuneatenordrinkmostlyuntouched–inquire(evenifyou’vealreadydonethequalitycheck!).Ifaguesteatslessthanhalfofanitemanddoesn’twanttheitempackedup,bringtoManager’sattention.
The3A’stoProblemResolutionThereisnocookiecutterwayforsolvinganissuewhenaguestfeelstheirexpectationswerenotmet.Solvingeachsituationrequiresahighlevelofcareandcriticalthinking.Atthesametime,thereisaprocessthat–whenfollowed–putstheguestateaseandletsthemknowthatyouareontheirside.Thisprocessneedstobefollowedineveryguestdissatisfactionscenario:
1. Acknowledgetheguest’sproblemordissatisfaction.2. Apologizefortheinconvenience.Youarenotalwaysapologizingforbeingwrong.
Sometimesaguestwillnotbehappywithapizza,drink,dessert,etc.purelybasedontheirpersonalpreferences.Regardless,westillneedtoapologizethattheyarenotfully
FAMOSO INC. 17 Employee Orientation Handbook
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enjoyingtheirexperience.Itisnotaboutbeingright;insteaditisaboutmakingitrightfortheguestandensuringtheywillreturn.
3. Acttoresolvethesituation–thisiswhereyourfantasticproblemsolvingskillscomeintoplay!Becauseyoutreatguestsyouaredealingwithasguestsinyourownbusiness,youareempoweredtosolveissuesforyourguests.Eachsituationwillrequireaslightlydifferentsetoftacticswiththegoalofachievingthesameresult:takingcareofEveryGuest,EveryTime.
Ofcourse,wedon’texpectyouActalone.ManagersmustbeinformedofallnegativeDeviationServicescenarios.Communicatetheissue,theactionsyouhavetakenand/ortheactionsyoufeelshouldbetakennext.Thiscollaborativeapproachwillensureguestsinyourbusinessfeeltakencareof.
PositiveGuestExperiencesManyrestaurantsfocustheireffortsonlyonnegativeguestinteractions.AtFamoso,weliketocelebrateourwinsbyacknowledgingthemanypositiveexperiencesourguestshaveatFamoso!PositiveexperiencesaretobesharedwiththeManageronDutysotheycancelebratethewin,shareitwiththeteamandtouchbasewiththegueststoconsolidatetheirexperience.
FAMOSO INC. 18 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
Faces-Tables-ActionFaces–Tables-Action–Whydoit?
Guestretentioniscriticallyimportantforanybusinesstosustainsales,buildsales&impactprofitability.Wemustconsiderthereisanopportunityinourrestaurantstobuildsalesthroughincreasedrepeatbusinessbyexecutingservicebasicsthatareexpectedbyourguestsduringeveryvisit....thingsthatourguestfindunforgiveable.Faces-Tables-Actionisatoolistosupportthemaximumretentionofourgueststhroughtheon-goingdevelopmentofourpeopletolookforopportunitieswherewearenotmeetingtheseexpectationsbyreadingourguestsandimmediatelyactingeverytime.Asacompanywerecognizetherearealwaysopportunitiestodevelopandtrainstaff,managersandnightleaderswhattolookforandhowtoreactwhenworkingonthefloor.ThissimplifiesourapproachbecauseourbestmeasureofsuccessisEveryGuestLooksSatisfiedduringtheirentireexperience.StarttoFinish! Beingawareandfeelingaccountabletoeveryguestexperienceiskeyinthesuccessofyourbusiness.FTAsupportsyourrestaurant'son-goingdevelopmentandtrainingbyidentifyingopportunitiestobegreatbyalwaysreadingyourguestsandtakingaction.
Faces–Tables-Action-Whatisit?"Faces-Tables-Action"isasimpleteachingsystemforworkingonthefloor.ItteachesourstaffandmanagerstothinkonaGMlevelwhenworkingthefloor,andithelpseliminatethethingsthatourguestshateusfor.HighProfileManagementistheultimateendgoalforallofourmanagers...masteringFaces&Tablesisacrucialfirststepdownthepath.AlmostallofourguestcomplaintswouldbeavoidedifFaces-Tables-Actionwasexecutedproperlybyourmanagers.Examplesofrecentguestcomplaints
§ Coldpizza§ Restaurantwasfreezing§ Nore-fillsoffered§ Noqualitychecks§ Pizzasweren'thot§ Noqualitycheck§ Noonetookpayment
Ø SATISFACTIONGOESSTALEFAST*** Justbecauseaguestwassatisfied5minutesagodoesnotmeantheystillare!
FTA-Howtodoit?ReadGuests[BodyLanguage]+[PhysicalNeeds]+[TakeImmediateAction]
FAMOSO INC. 19 Employee Orientation Handbook
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Faces;Readingthebodylanguageofourguests&ACTINGIMMEDITALY
• Smilingvs.Frowning• Leaninginvs.Leaningaway• Plateclosevs.Pushedaway• Engagingeachother/Laughingorlookingaroundtheroom• Reactionstolight,sound,temperature,andfirstbitesoffood• ***Facesexiststanding,sitting,walking,andatthefrontdoor***
Tables;Readingthephysicalneedsofourguests&ACTINGIMMEDIATLEY• Greeting/Spiel:Knowingatablehasbeengreetedbecauseofcoastersatthetable• FoodDelivery:Mealsarecorrect-guestsareeating-guestsreachingformenus• Qualitycheckshappening• Drinkre-fillshappening• TableMaintenance:Dirtyplates,condiments,etc...• Billing:Areguestslookingtopaytheirbill?Isthereacardoutonthetable?• Dirtytablesbussedandcleanedquickly
Ø ThemostimportantpartofFaces-Tables-ActionistoACT100%ofthetimewhen
yourguestshaveaneedAction;WhenanobservationismadeALWAYSactimmediatelytoensureyourguestsaresatisfied
Toooftenwenoticethingsandassume/expectthatsomeoneelsewilldoitorisontopofit.Orwemakeamentalnotetodealwithitatalatertime.Itiscrucialthatwetakeactiontokeepourguestsfeelingsatisfied.Thisdoesnotmeanthatyouhavetodoeverything,butyoudohavetobe100%confidentyourguest’sneedisbeingaddressed.
Faces-Tables-Action-WhatisitNOT?
§ ItisNOTatabletouch ItisNOThandlingaguestcomplaint ItisNOTgettingtoknowguestsnames
§ ItisNOTguestconnection ItisNOTspendingpromodollars
FAMOSO INC. 20 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
TelephoneEtiquetteTelephoneconversationsareoftenthefirstinteractionsourguestswillhavewithFamoso.Whetherit’safirsttimeguestcallingtoaskquestionsaboutourpizza,oralongtimeregularplacingtheirweeklyFridaynighttakeoutorder,weneedtotreatthesegueststhesamewaywewouldiftheywerestandinginfrontofus.Telephonecallsareapriority,notaninconvenience.Thingstorememberwhenansweringthephone
• Eachemployeeisresponsibleforansweringthephonewithin3rings.• Alwaysanswerthephonewithasmile(canhearitthroughthephone!).• Alwaysanswerthephonewith‘GoodAfternoon/Evening,FamosoPizzeria<yourlocation>,
<yourname>,speaking.’Asktoputguestonholdwhennecessary.Allowguesttorespondandthankguestforholdingwhencallisbeinghandled.
• GeneralInformation–provideaccuracyinfooncommondetailssuchasdirectionstotherestaurant,telephonenumbersofotherlocations,locationaddresses,hoursofoperationandwebsite(famoso.ca).***ReferencetheStoreDirectoryforaccuratelocationinformation***
• WaitListInquiries–giveguestaccurateinformationforcurrentwaitlists.Ensureyouarenotmakingguaranteesforhowlongtheirwaitwillbeastheirwaittimewillbequotedwhentheyarriveattherestaurant.
• PickUporders–ensureyouhavethecorrectname.Ensureyourepeattheorderbackforaccuracyandinformtheguestofwhentheirorderwillbereadyforpickup.Whenthecalliscompletethankthemfortheorder.
Note:Personalcallsarenotallowed(exceptinthecaseofemergencies),asthisisourprimarybusinessline.Ifacallforaco-workercomesintakeamessageandrelayittotheindividualthecallwasfor.
FAMOSO INC. 21 Employee Orientation Handbook
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What’sForDinner?AuthenticNeapolitanPizza!
FAMOSO INC. 22 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
FoodMenuOurmenuwasputtogetherwiththegoalofofferinganamazingselectionofNeapolitanPizzasthatappealtoabroadgroupofpeople.Wesurroundouramazingpizzawithhousemadeappetizers,awardwinningsoup,freshsalads,housemadedessertsandartisangelato.
Weprideourselvesinoffering&preparingfreshhighqualityingredients.
AuthenticNeapolitanIngredientsYouNeedToKnow
• ‘00’Flouro ‘00’referstohighlyrefined,lowglutenflourthatproducesbothasoftandcrispy
crust. ‘00’ flour ismadewith low levels of high-quality gluten, which is easilydigestedandleavesyoufeelinggreat.
• OurTomatoeso FamosoimportstomatoesfromtheCampaniaregionofSouthernItaly.Thesetop
qualitytomatoesarepickedatthepeakoftheirripenessandcontainaloweracidlevelthenregulartomatoesaswelltheyhaveanaturalsweetnessthathelpsthemtocaramelizewhiletheycookintheintenseheatofthefireoven.
• Cheeseo Famosousesonly freshwholemilkmozzarella, knownasFiorDiLatte. FiorDi
Latte isawholemilkcheesemadewithpasteurizedcow’smilkandcontainsnoaddedpreservativesorartificialflavoring.OurFiorDiLatteismadefreshweeklyforFamoso.
• ExtraVirginOliveOilo Famosoonlyuseshighquality,fragrant/flavorfulItalianExtraVirginOliveOil.
**MenuReviewTrainer&Trainee -CompleteaMenuTour -DiscussitemsontheMenuwithuniquetoppingsoringredients -Discusseachcategory -Discussguest&personalfavorites
FAMOSO INC. 23 Employee Orientation Handbook
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FamosoCookingMethod
• ‘TheOven’o TheproperovenforauthenticNeapolitanpizzaisa“Fornooven”.Afornoovenis
structured in abell shape,with the floorof thepizzaoven constructedof stonethat is a minimum of 5” or 13cm thick. The cooking of the pizza takes placedirectlyonthesurfaceofthestone(notinanypanorcontainer):thisallowsthepizzatocookevenlyfromtheheatofthestoneandflame.Theovenneedstobeheatedbyopenflamesattemperaturesrangingfrom700-900degreesFahrenheit.
• ‘ThePerfectPizza’
o Theperfectpizzashouldpresentthefollowingcharacteristicswhenithasfinishedcooking:
§ Crispyandspeckledcrustwithaslightbounce-backoutercrustandcreditcardthininthemiddlewithasoftbreadliketextureinsidetheoutercrust
§ Fragrant,wetontop(highmoisturemozzarellaandoliveoildrizzled)§ Thetoppingsshouldbeenclosedinahighsoftedgeofcrustandthiscrust
shouldposseswhatisreferredtoasa“micro-thinpatina”ofcrunch.
Itisnotuncommontofindatleastoneflame-blackenedblisteronthe“cornizione”(therimofthepizza).Neapolitanseattheirpizza“alibretto”meaningtheyfolditlikeabook,ortheywilleatitusingaknifeandfork.EitherwayyouchosetoeatityouaresuretoenjoytheallthedeliciousflavorsofNaples.
FAMOSO INC. 24 Employee Orientation Handbook
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Where?When?What?How?Why?
FAMOSO INC. 25 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
Where-IsEverything?CompleteAFullWalkthroughOfTheBuilding
• Startatoneendoftherestaurantandwalkthroughallkeyareaso Staffarea(wheretoputyourthingswhenyoustartyourshift)o Dishareao Diningroomo Patioo Entrances&Exitso PrepHallo Washroomso Expolineo Kitcheno Coolerso Staffcommunicationboardo Schedules(ifapplicable)
When-DoYouWork?ScheduleIsGivenAtThisTime
• Discussstartandendtimes• WhatdoesEOSmean?• Howlongareshifts?• Discussbreaks• Discusscallinginsick• Discussbeinglateorno-showingforashift• Discussschedulingchanges• Discussrequestingvacationtimeoff• Discussavailabilitychanges
FAMOSO INC. 26 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
What-DoINeed?Menu,LWBPackage(FOH)&EmployeeHirepackage
• CompletetheEmployeeHirepackage(ifnotcompletedalready)• Completeavailabilitycontract(ifnotcompletedalready)• Copyofapplicableuniforminformation/posting• Copy of Menu is given to trainee. It is important that all new staff (FOH, BOH and
managers)studythemenupriortotheirfirstshift• Copy of LWB Package is given to newmanagers and servers. This must be reviewed
beforetheirfirstshift• Discussexpectationsforfoodandbeverageknowledgepriortoworkinginthekitchenor
onthefloor.
How-DoISucceed?MeetUsHalf-Way
• Toensureyoumaximizethepotentialofyourtraining,ensureyouareo Askingquestionso Studyingthematerialsgiventoyouo Havingagreatattitudeeveryshifto Makinganefforttointeractwithandmeetallthestaffo Makinganefforttotakecareofourguestso Takingdirectionfromyourtrainerso Takingdirectionfromyourmanagerso Alwaysbeingpoliteo Nevercompromisinganyofourstandardso Nevertakingshortcutso HavingFuneveryshiftyouareinthebuilding
Why-AmIHere?It’sSimple…You’reAwesome!
• Besidestheobviouspointthatyoulikelyneededajob,youareherebecausewefeltyouaretheabsolutebestpersonforthisposition.Wenowtrustyouwithourmostvaluableasset...OURGUESTS!!!Welcometotheteam!
FAMOSO INC. 27 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
PIZZAIOLOUNIFORM
Famosoteammembersareambassadorsofourbrand.
Appearanceshouldbepolishedandprofessionalatalltimeswhenyouareworking.
Youareakeypartoftheguest’sexperience!
SHIRT Blackcrewneckt-shirtmusthaveasleeve,nolonger
thanelbowlength.Nologos,colororpatterns.Cannotbefaded.Nocoloredshirtsunderneath.Nov-neckorscoopednecklines.Necklinemustsitnoshorterthan1”belowcollarbone.
PANT
S Solidblackdresspantsorsolidblackkitchenpants.Norips,fraysorholes.Pantsmustbecleanatthestartofeveryshift.Nokhakis,navyblue,patternedorjeans/denim.Notightyogapantsorpantsthatformorsticktobody.
Solidblack,rubbedsoled,non-slipshoesmustbeworn.Noopentoes.Nosneakersorrunners.Noboots.Noclothorcottonmaterialshoes.Shoesmusthavewashablesurfacematerials.Shoesmustbeneatandcleanatthestartofeveryshift.
FamosoHatorFamosoHeadbandMUSTbewornfromthestarttotheendofeveryshift.Haircannotinterferewithfoodordrinkserviceorprepwork.Hairmustbetuckedbehindearsandlonghairthattouchestheshoulderlineorlongermustbetiedup.
HAIR
SHOE
SAP
RON FamosoApronmustbewornatalltimesfromthe
starttotheendofeveryshift.FamosoApronmustbeclean.Apronmustbewornaroundtheneckasshowninthephoto.
FAMOSO INC. 28 Employee Orientation Handbook
These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.
SHIRT&
&Black&V-Neck&or&scoop&neck&fi6ed&t-shirt&must&have&a&sleeve,&no&longer&than&elbow&length.&No&logos,&color&or&pa6erns.&Cannot&be&faded.&No&colored&shirts&underneath.&No&crew&necklines.&Neckline&must&sit&no&shorter&than&1”&below&collar&bone.&&
PANTS&
Dark&Blue&Denim&Jeans&(moderate&fade&permi6ed).&NO:&dragging/frayed&cuffs,&khakis,&navy&blue,&pa6erns,&rips,&frays,&holes,&light&denim,&color&fades,&excessive&sStching,&colored&sStching.&
Solid&&&Polish-able&Black,&Brown,&Red&or&White&dress&shoes.&No&open&toes.&Boots:&solid&black&or&brown&leather&polish-able&boots.&Boots&cannot&be&taller&than&below&knee&cap.&No&laces,&fur,&designs&or&suede.&Hair&cannot&interfere&with&food/drink&service.&Hair&must&be&clean,&styled&&&neat.&Long&Hair:&if&Sed&back&it&should&be&in&a&polished&bun&or&ponytail.&If&hair&is&down,&it&must&maintain&an&‘on-stage’&image.&&
SERVER%UNIFORM%,%MALE%
SERVER%UNIFORM%,%FEMALE%
As&a&member&of&the&Famoso&team&you&are&an&ambassador&of&our&brand.&This&means&that&your&personal&appearance&must&be&polished&and&professional&at&all&Smes&when&you&are&working.&You&are&a&key&part&of&the&guest’s&experience!&
HAIR&
SHOES&
SHIRT& &
Solid&black&&&co6on&full&bu6on&up&collared&shirt.&Sleeves&MUST&be&rolled&up&to&¾&length.&Shirt&may&NOT&be&short&sleeved&(not&below&the&elbow)&or&worn&out.&No&pa6erns,&logos&or&stripes.&
PANTS& Dark&Blue&Denim&Jeans&(moderate&fade&
permi6ed).&NO:&dragging/frayed&cuffs,&khakis,&navy&blue,&pa6erns,&rips,&frays,&holes,&light&denim,&color&fades,&excessive&sStching,&colored&sStching&No&white&or&colored&belts.&Only&black&or&brown..&
Solid&&&Polish-able&Black&or&&Brown&dress&shoes.&No&open&toes.&Must&be&cleaned&and&polished.&No&worn&out/torn&leather.&
Hair&cannot&interfere&with&food/drink&service.&Hair&must&be&clean,&styled&&&neat.&Hair&must&maintain&an&‘on-stage’&image.&Facial&hair&must&be&polished,&groomed&and&maintained.&HA
IR&
SHOES&