Genuine Hospitality Introduction

welcome MANAGING with genuine hospitalityWe are committed to providing a fun, positive learning environment which enables managersto be effective leaders in our restaurants and continue developing as operators.But it is up to you to take responsibility for the success of your development. If you do notunderstand something about any of the learning modules, it is imperative to ask questions.There may be areas in which you have no previous experience or knowledge. If you are notconfident of your skill level in any module or particular function, stay with it! Continue witha module or task until you are completely confident. This learning and development programserves as a vital foundation for future advancement and performance. We understand that if you succeed, we succeed.Functions of a Burger 21 ManagerIn addition to upholding the Burger 21 b-isms as outlined in the culture card, restaurantmanagers are responsible for a restaurant’s performance as it relates to these primary areas:Guest Experience, Team Member Experience, Upholding Brand Standards and FinancialResults. Success in these areas can be achieved through the understanding and applicationof the following functions of management: Strategic •• Trains and coaches Burger 21's mission, vision and b-isms (principles). •• Looks ahead to set goals and plans for the future of the restaurant. •• Anticipates opportunities and concerns. •• Takes corrective action when necessary. •• Achieves objectives. •• Sets priorities and designs plans that support the success of all.©2014 Burger 21 1 Managing with Genuine HospitalityConfidential & Proprietary Information TR-000-JUN-21-2014

a leader.•• Holds self and others accountable for treating people with respect, understanding, caring and fairness.•• Recognizes, rewards and celebrates the contributions of others.•• Understands problems, situations and challenges first, then communicates clearly and concisely to be understood.•• Understands that without trust, we lack credibility in leading others.•• Is approachable.•• Communicates with team about decisions that affect them.•• Meets commitments and deadlines and does not promise what cannot be fulfilled. SPOT on.•• Achieves Burger 21’s brand standards for quality, service and product through effective use of all Burger 21 systems and procedures, including but not limited to the SPOT on and the Burger 21 compliance program.•• Adheres to all external (health, safety, etc.) regulations.•• Improves processes by constantly analyzing both past and future business and makes adjustments to streamline operations. extraordinary.•• Understands technical knowledge and skill requirements for each restaurant position and job, performing all duties and functions.•• Develops, communicates and completes performance evaluations and reviews on a timely basis according to Burger 21's clearly-communicated and well-defined standards and expectations.•• Aggressively recruits and retains high-quality candidates using Burger 21's recruiting tools, learning programs, ongoing training and contests.•• Identifies staffing requirements and optimizes each shift.•• Guides and facilitates the establishment of individual and team goals.Managing with Genuine Hospitality 2 ©2014 Burger 21TR-000-JUN-21-2014 Confidential & Proprietary Information

a teacher.•• Plans and allows time for learning and development.•• Effectively facilitates learning for any new and evolving standards as Burger 21’s menu, policy and procedural changes are implemented.•• Identifies the development needs for each team member.•• Provides specific, on-going feedback directly to or through other members of the management team.•• Encourages and identifies resources for team members to increase their knowledge and skills.•• Analyzes performance problems. Identifies whether a performance problem is a lack of competency (\"Do they know how to perform the task?\") or a lack of commitment (\"Could they perform this task if their life depended on it?\"). You are only as strong as your weakest link. a coach.•• Requires managers to believe in the talent of team members.•• Develops common goals and objectives based on the Burger 21 Culture Card.•• Puts people where they can most effectively contribute to the team.•• Motivates and coaches others to achieve desired objectives and results.•• Understands role in achieving team results.•• Coaches and re-establishes goals for team members who do not perform.•• Transitions under-performing team members if necessary.•• Guides others to achieve results without being asked.•• Shares information and methods with others so that they can achieve desired objectives and results (and succeed).•• Supports decisions once they have been made.•• Contributes to the spirit of teamwork and fun.•• Listens, understanding that listening doesn’t mean just waiting for your turn to talk.©2014 Burger 21 3 Managing with Genuine HospitalityConfidential & Proprietary Information TR-000-JUN-21-2014

Management Learning ModulesIn order to provide schedule flexibility, this Management Learning Program is comprisedof modules designed for the franchisee or general manager to create a customized trainingprogram. While every module is essential, they can be scheduled in multiple ways aftercompletion of Orientation to best fit the needs of the restaurant and the trainee.Management Training Guidelines•• The training calendar is flexible based upon the franchisee, GM, trainers and trainee. Use the modules to fit the scheduling needs of all parties involved. Scheduled shifts are flexible according to management schedule as long as all modules and functions are completed.•• Scheduled days should be arranged to work with certified trainers. Trainers should follow the training materials provided for each module; trainees should be shown, given time to practice and asked to demonstrate the skills to be learned in each module.•• Management training materials can be customized based on team member experience (e.g., a taker promoted to management would not need taker training). Trainees for HOH Manager must complete the entire FOH portion of the program.•• Trainers must track the completion of the training modules using the validation checklists provided in each module.•• Trainee must complete the Data Central module, taking part in inventories, P&L and budget entry.•• The franchisee or GM must have ongoing discussions and feedback sessions in order for the trainee to gain additional understanding during each module of training and assess progress. An additional day of training can be added based on these feedback sessions should the trainee not feel confident in their skill level in any module or function. And an additional week of FOH training shifts can be scheduled if deemed necessary by either the franchisee, GM or trainee.Managing with Genuine Hospitality 4 ©2014 Burger 21TR-000-JUN-21-2014 Confidential & Proprietary Information

module module ORIENTATION PREP | 10 shifts Training starts with a strong During the Heart of the House Prep orientation where the trainee gains Module, team members prep every item an understanding about Burger 21’shistory and culture and the role culture on the prep list. Our focus is not just plays in our brand. Orientation is the on the quality of our food, but also on building block of the relationship organization, cleanliness, consistency with the general manager or and adhering to all recipes and franchisee. specifications — all of which is important to achieve our goal of Awesome Food. (GF) module module COLD | 6 Shifts GRILL | 10 Shifts The Cold Station Module takes The Grill Station Module turns team members to the front of the up the heat, where team membersline to learn the specifics of settingup every order accurately to recipe learn how to safely utilize andspecifications and guest modifiers, maintain the equipment; understand practicing consistency in all the different sections of the grills;measurements. Salads are created product placement; learn cook times, to order by strictly adhering to temperatures and toppings; and recipes; the monitoring of land a perfect burger, whether product freshness is vital. (GF) from the grill or The Melt. (GF) module module SAUCE | 4 Shifts FRY | 4 Shifts The Sauce Station Module takes team The Fry Station Module takes team members to the end of the maker line: members to the fry zone where they learn how to safely utilize and maintain the burger build stops here. Sauce the equipment and manage the oil tostation ensures order accuracy, practices deliver perfectly golden and seasoned French fries and onion strings; and consistency in all measurements, and verifies recipe specifications and serve crispy and fresh chicken guest modifiers. This is the last tenders and tuna, chicken and chance for the kitchen to focus on Awesome Food. (GF) shrimp burgers. (GF)©2014 Burger 21 5 Managing with Genuine HospitalityConfidential & Proprietary Information TR-000-JUN-21-2014

module module HOH CHOICE GF | VIDEOThe Heart of the House Choice Training The New! How to be Gluten-Free Module is comprised of one shift training module is a part of each positional learning program. While allowing the trainee to focus on one trainers are instructed to review gluten- station in the HOH in which they feel free information where applicable in each station, it is important to know least knowledgeable, giving them the basics of gluten and to better the opportunity to improve. understand the needs of our guests who adhere to a gluten- free diet. module module EXPO | 6 Shifts SHAKER | 6 Shifts The Expo Training Module is six The Shaker Training Module is six shifts of on-the-job training. The shifts with both instructor-led and Expo station is the final check point on-the-job training pieces. Shakers in quality assurance. Sometimes the are a blend of every position in the expo is a maker working the sauce FOH, keeping the shake bar spotless,station, sometimes a mover, but always greeting guests, taking orders insomeone who ensures order accuracy, person and on the phone, delivering verifying recipe specifications awesome food and hand-spun and guest modifiers to provide shakes and providing every guest the best burger every guest the best burger experience. Ever. experience. Ever. (GF) (GF) module module TAKER | 4 Shifts MOVER | 4 Shifts The Taker Training Module is four The Mover Training Module is four shifts with both instructor-led and on- shifts with both instructor-led andthe-job training pieces. Takers make the on-the-job training pieces. Movers takefirst impression, greeting guests as they the lead in the dining room, keeping aenter and leave the restaurant, knowing spotless atmosphere, greeting guests, delivering awesome food, taking our awesome food, guiding guests secondary orders and providing through the menu, taking accurate primary and secondary orders and every guest the best burger experience. Ever. (GF) providing every guest the best burger experience. Ever. (GF)Managing with Genuine Hospitality 6 ©2014 Burger 21TR-000-JUN-21-2014 Confidential & Proprietary Information

KITCHEN KITCHEN MANAGER MANAGER 4 Shifts Shadow 5 Shifts LeadAt this stage in management At this stage in management training, trainees should training, trainees shouldhave completed every HOH be able to lead the dailystation training module. This operations and tasks asmodule focuses on the daily a Burger 21 Kitchen operations and tasks as Manager. a Burger 21 Kitchen Manager. OPENING OPENING MANAGER MANAGER 4 Shifts Shadow 5 Shifts LeadAt this stage in management At this stage in managementtraining, trainees should have training, trainees should bea strong foundation on whichto build. This training module able to lead the franchiseefocuses on the daily opening or manager in the daily opening operations of a operations of a Burger 21 Burger 21 restaurant. restaurant. CLOSING CLOSING MANAGER MANAGER 4 Shifts Shadow 5 Shifts LeadThis training module focuses on At this stage in management the daily closing operations of training, trainees should be able to lead the franchisee or a Burger 21 restaurant. manager in the daily closing operations of a Burger 21 restaurant.©2014 Burger 21 7 Managing with Genuine HospitalityConfidential & Proprietary Information TR-000-JUN-21-2014

moduleDATA CENTRAL | Webinars and Q&A Sessions Trainees should be able to describe time scheduling and demonstrate a working knowledge of Data Central management procedures. The trainee must participate in the following Data Central webinars and apply the skills obtained throughout their management follow and lead shifts: •• Daily Balancing and My Purchase Items •• End of Month Procedures and Reports •• Mapping and Exporting to Accounting •• Inventory Count Worksheets •• Labor •• Scheduling •• Inventory Entry and Associated Reports •• My Vendors and Inventory Entry Restaurant Magic Additionally, trainees should register on www.restaurantmagic.com to view training videos concerning general Data Central navigation, payroll, scheduling, reports, inventory procedures and accounting practices.Supplemental Training ModulesIn addition to the management training modules, the following supplemental trainingmodules are necessary to complete The Burger 21 Management Training Program, but canbe scheduled in multiple ways to best fit the needs of the restaurant and the trainee. moduleFBC | Consulting with your Franchise Business Consultant, 4 Shifts This module serves as an opportunity for the management trainee to interact with their FBC and further understand the SPOT on process, the Burger 21 compliance program, Mindshare. •• First Objective: Be memorable. & Be marketable. •• Second Objective: Be spotless. & Be delicious. •• Third Objective: Mindshare & New Hire Kit •• Fourth Objective: Budgets & Financial RequirementsManaging with Genuine Hospitality 8 ©2014 Burger 21TR-000-JUN-21-2014 Confidential & Proprietary Information

moduleDISCUSSION | One-on-One Discussions with Franchisee or GMIn this module, the franchisee, manager or trainer have discussions with the trainee designed to measureand challenge the trainee’s understanding of all facets of management and team member functions.Meant to be informative, these discussions aid in the assessment of the trainee’s advancement throughthe Management Training Program. An additional day of training can be added should the trainee not feelconfident in their skill level in any module or function. And additional week of FOH training shifts can bescheduled if deemed necessary by either the franchisee, manager, trainer or trainee. The trainee fills outthe Recap form, the franchisee, manager or trainer adds action items and emails the completed form totheir FBC.moduleMARKETING | Flexible Training Sessions with Supplemental ReadingThis module focuses on grassroots marketing efforts and The Marketing Manual, which contains standardsand procedures including best practices for marketing and brand awareness, information on maintainingmicrosites and guidelines on using Workamajig. If you have any marketing questions, please contact theLocal Marketing Team at the Restaurant Support Center.moduleSUGGESTED READING | Leadership and Motivation•• Secret Service: Hidden Systems That Deliver Unforgettable Customer Service; John R. DiJulius•• Whats the Secret To Being a World-Class Customer Service Company; John R. DiJulius•• Brain Rules: 12 Principles for Surviving and Thriving at Work, Home and School; John Medina•• QBQ! The Question Behind the Question: Practicing Personal Accountability in Work and in Life; John Miller•• Taking People with You: The Only Way to Make BIG Things Happen; David Novak (YUM! Brands)•• The Five Dysfunctions of a Team: A Leadership Fable; Patrick Lencioni•• Everyone’s a Coach: Five Business Secrets for High-Performance Coaching; Don Shula, Ken Blanchard•• Leadership and the One Minute Manager : Increasing Effectiveness through Situational Leadership; Ken Blanchard, Patricia Zigarmi and Drea Zigarmi•• Self Leadership and the One Minute Manager : Increasing Effectiveness Through Situational Self Leadership; Ken Blanchard, Susan Fowler and Laurence Hawkins©2014 Burger 21 9 Managing with Genuine HospitalityConfidential & Proprietary Information TR-000-JUN-21-2014

Using the Management Modules in a ScheduleBecause management training could be scheduled to start any day of the week, thefranchisee or manager facilitating the training must determine how best to schedule eachmodule. The following schedules are just examples; not all schedules will be able to followexactly in this order. For instance, a manager's schedule may already be written, and atrainee will have to be paired for follow and lead shifts as the training manager is available.Similarly, the following scenarios are always true:•• It is beneficial to schedule KM or Opening Manager shifts when orders arrive or need to be placed and during payroll so the trainee can learn those items.•• It is important to schedule at least one shaker shift on the day(s) when the ice cream machine is scheduled to be cleaned so the trainee can go through the entire cleaning process.The following is a recommended example of how all the management learning modulescould be arranged to facilitate management training for a newly-hired General Manager.Training Day Day Shift Night ShiftDay 1 module | Orientation module | Gluten-FreeDay 2 module | Prep module | PrepDay 3 module | Prep module | ColdDay 4 module | Prep module | ColdDay 5 module | Cold module | PrepDay 6 module | Cold module | PrepDay 7 OFF OFFDay 8 module | Prep module | PrepDay 9 module | Prep module | ColdDay 10 module | Grill module | ColdDay 11 module | Grill module | GrillDay 12 module | Grill module | GrillDay 13 module | Prep module | GrillDay 14 OFF OFFManaging with Genuine Hospitality 10 ©2014 Burger 21TR-000-JUN-21-2014 Confidential & Proprietary Information

Training Day Day Shift Night Shift module | GrillDay 15 module | Grill module | Fry module | FryDay 16 module | Grill module | Grill module | SauceDay 17 module | Fry module | Sauce OFFDay 18 module | Fry module | Expo module | KM FollowDay 19 module | Sauce module | Expo module | KM FollowDay 20 module | Sauce module | ExpoDay 21 OFF module | KM Follow module | KM Follow module | KM FollowDay 22 module | Expo OFFDay 23 module | KM Follow module | Expo module | Mover module | MoverDay 24 module | KM Follow module | ExpoDay 25 module | KM FollowDay 26 module | KM LeadDay 27 module | KM LeadDay 28 OFFDay 29 module | KM LeadDay 30 module | KM LeadDay 31 module | KM LeadDay 32 module | MoverDay 33 module | Mover©2014 Burger 21 11 Managing with Genuine HospitalityConfidential & Proprietary Information TR-000-JUN-21-2014

Training Day Day Shift Night Shift module | TakerDay 34 module | Taker OFF module | TakerDay 35 OFF module | Shaker module | ShakerDay 36 module | Taker module | ShakerDay 37 module | Shaker OFFDay 38 module | Shaker OFFDay 39 module | Shaker OFFDay 40 module | Opening Follow ©2014 Burger 21 Confidential & Proprietary InformationDay 41 module | Opening FollowDay 42 OFFDay 43 module | Opening FollowDay 44 module | Opening FollowDay 45 module | Opening LeadDay 46 module | Opening LeadDay 47 module | Opening LeadDay 48 module | Opening LeadDay 49 OFFDay 50 module | Opening LeadDay 51 module | Closing FollowDay 52 module | Closing FollowDay 53 module | Closing FollowDay 54 module | Closing FollowDay 55 module | Closing LeadDay 56 OFFManaging with Genuine Hospitality 12 TR-000-JUN-21-2014

Training Day Day Shift Night ShiftDay 57 module | Closing LeadDay 58 module | Closing LeadDay 59 module | Closing LeadDay 60 module | Closing Lead©2014 Burger 21 13 Managing with Genuine HospitalityConfidential & Proprietary Information TR-000-JUN-21-2014

The following is a recommended example of how all the management learning modulescould be arranged to facilitate management training for a newly-hired Kitchen Manager.Training Day Day Shift Night ShiftDay 1 module | Orientation module | Gluten-FreeDay 2 module | Prep module | PrepDay 3 module | Prep module | ColdDay 4 module | Prep module | ColdDay 5 module | Cold module | PrepDay 6 module | Cold module | PrepDay 7 OFF OFFDay 8 module | Prep module | PrepDay 9 module | Prep module | ColdDay 10 module | Grill module | ColdDay 11 module | Grill module | GrillDay 12 module | Grill module | GrillDay 13 module | Prep module | GrillDay 14 OFF OFFDay 15 module | Grill module | GrillDay 16 module | Grill module | FryDay 17 module | Fry module | FryDay 18 module | Fry module | GrillDay 19 module | Sauce module | SauceDay 20 module | Sauce module | SauceDay 21 OFF OFFManaging with Genuine Hospitality 14 ©2014 Burger 21TR-000-JUN-21-2014 Confidential & Proprietary Information

Training Day Day Shift Night Shift module | ExpoDay 22 module | KM Follow module | KM Follow module | Expo module | Expo module | KM FollowDay 23 module | KM Follow module | Expo module | Expo module | KM Follow module | MoverDay 24 module | KM Follow module | KM Follow module | Expo OFFDay 25 module | KM Follow module | Mover module | Taker module | ShakerDay 26 module | KM Lead OFFDay 27 module | KM Lead Managing with Genuine HospitalityDay 28 OFF TR-000-JUN-21-2014Day 29 module | KM LeadDay 30 module | KM LeadDay 31 module | KM LeadDay 32 module | TakerDay 33 module | ShakerDay 34 module | Opening FollowDay 35 OFFDay 36 module | Opening FollowDay 37 module | Opening FollowDay 38 module | Opening FollowDay 39 module | Opening LeadDay 40 module | Opening Lead©2014 Burger 21 15 Confidential & Proprietary Information

Training Day Day Shift Night Shift OFFDay 41 module | Opening LeadDay 42 OFFDay 43 module | Opening LeadDay 44 module | Opening LeadDay 45 module | Closing FollowDay 46 module | Closing FollowDay 47 module | Closing LeadDay 48 module | Closing LeadDay 55 module | Closing LeadManaging with Genuine Hospitality 16 ©2014 Burger 21TR-000-JUN-21-2014 Confidential & Proprietary Information

The following is a recommended example of how all the management learning modulescould be arranged to facilitate management training for a newly-hired Assistant Manager.Training Day Day Shift Night ShiftDay 1 module | Orientation module | Gluten-FreeDay 2 module | Prep module | PrepDay 3 module | Prep module | PrepDay 4 module | Prep module | PrepDay 5 module | Cold module | ColdDay 6 module | Grill module | GrillDay 7 OFF OFFDay 8 module | Grill module | GrillDay 9 module | Fry module | FryDay 10 module | Sauce module | SauceDay 11 module | KM Follow module | Expo module | Expo module | KM FollowDay 12 module | KM Follow module | Expo module | Expo module | KM FollowDay 13 module | KM Lead OFFDay 14 OFF module | MoverDay 15 module | MoverDay 16 module | Mover module | MoverDay 17 module | Taker module | TakerDay 18 module | Taker module | TakerDay 19 module | Taker module | Taker©2014 Burger 21 17 Managing with Genuine HospitalityConfidential & Proprietary Information TR-000-JUN-21-2014

Training Day Day Shift Night Shift module | ShakerDay 20 module | Shaker OFF module | ShakerDay 21 OFF module | ShakerDay 22 module | Shaker OFFDay 23 module | Shaker OFFDay 24 module | Opening Follow OFFDay 25 module | Opening Follow ©2014 Burger 21 Confidential & Proprietary InformationDay 26 module | Opening FollowDay 27 module | Opening FollowDay 28 OFFDay 29 module | Opening LeadDay 30 module | Opening LeadDay 31 module | Opening LeadDay 32 module | Opening LeadDay 33 module | Opening LeadDay 34 module | Closing FollowDay 35 OFFDay 36 module | Closing FollowDay 37 module | Closing FollowDay 38 module | Closing FollowDay 39 module | Closing LeadDay 40 module | Closing LeadDay 41 module | Closing LeadDay 42 OFFManaging with Genuine Hospitality 18 TR-000-JUN-21-2014

Training Day Day Shift Night ShiftDay 43 module | Closing LeadDay 44 module | Closing Lead©2014 Burger 21 19 Managing with Genuine HospitalityConfidential & Proprietary Information TR-000-JUN-21-2014

The following is a recommended example of how all the management learning modulescould be arranged to facilitate management training for an Assistant Kitchen Manager(AKM).Training Day Day Shift Night Shift module | Gluten-FreeDay 1 module | OrientationDay 2 module | Prep module | PrepDay 3 module | Cold module | ColdDay 4 module | Grill module | GrillDay 5 module | Fry module | FryDay 6 module | Sauce module | SauceDay 7 OFF OFF module | KM Follow module | ExpoDay 8 module | Expo module | KM FollowDay 9 module | KM Follow module | Expo module | Expo module | KM FollowDay 10 module | KM Follow module | Expo module | Expo module | KM FollowDay 11 module | KM Follow module | Mover module | Mover module | KM FollowDay 12 module | KM Follow module | Mover module | Mover module | KM FollowDay 13 module | KM Lead OFFDay 14 OFFDay 15 module | KM LeadDay 16 module | KM LeadManaging with Genuine Hospitality 20 ©2014 Burger 21TR-000-JUN-21-2014 Confidential & Proprietary Information

Training Day Day Shift Night Shift module | TakerDay 17 module | KM Lead module | Shaker OFFDay 18 module | Taker OFFDay 19 module | ShakerDay 20 module | Opening FollowDay 21 OFFDay 22 module | Opening FollowDay 23 module | Opening FollowDay 24 module | Opening LeadDay 25 module | Opening LeadDay 26 module | Opening LeadDay 27 module | Closing FollowDay 28 OFFDay 29 module | Closing FollowDay 30 module | Closing LeadDay 31 module | Closing LeadDay 32 module | Closing Lead©2014 Burger 21 21 Managing with Genuine HospitalityConfidential & Proprietary Information TR-000-JUN-21-2014

The following is a recommended example of how all the management learning modulescould be arranged to facilitate management training for a Key Team Member.Training Day Day Shift Night Shift module | Gluten-FreeDay 1 module | OrientationDay 2 module | Prep module | PrepDay 3 module | Cold module | ColdDay 4 module | Grill module | GrillDay 5 module | Grill module | GrillDay 6 module | Fry module | FryDay 7 OFF OFFDay 8 module | Sauce module | SauceDay 9 module | KM Follow module | Expo module | Expo module | KM FollowDay 10 module | KM Follow module | Expo module | Expo module | KM FollowDay 11 module | KM Follow module | KM FollowDay 12 module | KM LeadDay 13 module | KM Lead OFFDay 14 OFFDay 15 module | Opening FollowDay 16 module | Opening FollowDay 17 module | Opening FollowDay 18 module | Opening FollowDay 19 module | Opening LeadManaging with Genuine Hospitality 22 ©2014 Burger 21TR-000-JUN-21-2014 Confidential & Proprietary Information

Training Day Day Shift Night Shift OFFDay 20 module | Opening Lead OFFDay 21 OFFDay 22 module | Opening LeadDay 23 module | Opening LeadDay 24 module | Opening LeadDay 25 module | Closing FollowDay 26 module | Closing FollowDay 27 module | Closing LeadDay 28 OFFDay 29 module | Closing LeadDay 30 module | Closing Lead©2014 Burger 21 23 Managing with Genuine HospitalityConfidential & Proprietary Information TR-000-JUN-21-2014

Managing with Genuine Hospitality 24 ©2014 Burger 21TR-000-JUN-21-2014 Confidential & Proprietary Information