Guide to Hosp for Black Flannel

GUIDE TO HOSPITALITY Black Flannel Brewing Co. | Essex Vermont | 09.29.20

Guide to Hospitality TECHNIQUE - SECTION MAINTENANCE PERFORMING SIDEWORK • Never get bored with the basics - a successful process is made up of a thousand little things you do every day that the guest does not even notice • Do the little things well • Don’t compromise or take short-cuts, complete tasks the correct way, every time. SETTING THE TABLE • Follow established procedures when setting tables • Have a strong eye for detail, ensuring that silverware, water glasses are neat. BEFORE SERVICE • Complete and thorough review of “your section” • Check for cleanliness of tables, chairs, floors • Check for table wobbles or other issues • Alert the manager of any issue you are unable to remedy (light is out, etc). THROUGHOUT SERVICE • Continue to monitor your tables as well as other sections of the restaurant (every table is your table) • Spot-sweep the floor as necessary • Maintain a neat and orderly service station • Complete sidework as determined by management and protocol • Have a strong eye for excellence when polishing. Black Flannel Brewing Co. | Essex Vermont 1

Guide to Hospitality TECHNIQUE - LANGUAGE IT ALL STARTS WITH HOW WE SPEAK... • How we communicate to guests is the foundation of our hospitality experience. • Speak clearly, confidently, and in a caring tone. • In all situations speak with professional dignity. • Body language is a way to communicate as well. In all guest interactions smile, make eye contact, and appear calm and collected. • In order to convey a genuine feeling it is important that you use your own words, but we also ask that you utilize our scripts as general guides. • For the most part be useful and let your personality shine through (as long as it’s professional) WHEN YOU KNOW A GUESTS NAME • Use it. • Making folks feel like they are part of the Black Flannel Brewing Co. team creates a stronger, more genuine connection. A FEW “FLANNEL-ISMS” • If a guest would like to sit at the bar or after taking their name on a waitlist, Invite them to o “Make yourself at home!” • When seating a guest o “Have Fun!” o “Enjoy a beer and have fun!” • When delivering food: o “Enjoy your food!” • When guests are departing o “Thank you and we hope you had fun!” • Words to think about o Don’t Miss o Start here o Enjoy! o From Scratch o Craft Brewed o Don’t you feel better already • Making folks feel like they are part of the Black Flannel Brewing Co. team creates a stronger, more genuine connection. Black Flannel Brewing Co. | Essex Vermont 2

Guide to Hospitality TECHNIQUE – LANGUAGE: SAY THIS, NOT THAT WE DO WANT YOU TO BE YOURSELF, BUT THERE ARE A FEW THINGS WE DON’T WANT YOU TO SAY. AVOID GENDERED LANGUAGE. • Do not address your table with “guys, ladies, etc.” • Do address your table with a simple greeting as hello or use non-gendered terms such as “folks” AVOID GENERALIZATIONS. • Do not ask how “everything is” • Do be specific. Ask about a specific beer, dish or preparation. AVOID “DINER TALK.” • Do not ask “Are you still working on that,” or “Are you finished with that” or “Would ya’s” • Do ask for PERMISSION “May I clear this for you?” “May I bring you another beer?” Black Flannel Brewing Co. | Essex Vermont 3

Guide to Hospitality TECHNIQUE - LANGUAGE, SCRIPTED RESPONSES THE SCRIPTED USE OF CERTAIN PHRASES CREATES A UNIQUE BRAND IDENTITY AND UNIFIES OUR GUEST EXPERIENCE. PHONE SCRIPT. • Must be followed and is detailed later in the guide. WHEN A GUEST REQUESTS SOMETHING • Such as “salt, another fork, more water” • We respond with “Absolutely,” “Of Course” • We use a friendly, upbeat tone and promptly execute the request. WHEN A GUEST SAYS THANK YOU • We respond with “My Pleasure” • We make eye contact and smile if appropriate. WHEN A GUEST IS DISSATISFIED • We follow the specific BLAST protocol detailed later in the guide. Black Flannel Brewing Co. | Essex Vermont 4

Guide to Hospitality TECHNIQUE - LANGUAGE, INITIAL GREETINGS THE SCRIPTED USE OF CERTAIN PHRASES CREATES A UNIQUE BRAND IDENTITY AND UNIFIRES OUR GUEST EXPERIENCE. OFTEN, THE INITIAL “GREETING” HAPPENS BEFORE THE GUEST ARRIVES • Our guests first greeting to Black Flannel Brewing Co. often happens before they set foot in the door. • Guests are encouraged to join us by a recommendation from a trusted source (either by word of mouth or on-line). • Guests view our ad, our website, drive by the building...these are all curated by our management team to create a helpful, welcoming, and rich identity. • Guests call our restaurant and speak with a team member. WHEN THE GUEST ARRIVES AT THE HOST STAND • Our guests are greeted promptly at the door with “Welcome to Black Flannel Brewing Co.”, how can I help you. • Then follow host protocol, detailed later in guide. • HOW DO WE SUSS OUT DIETARY RESTRICTIONS, FIRST TIME DINERS WHEN THE GUEST IS SEATED AT THE BAR OR DINING ROOM • Our guest is promptly watered by a team member. At this point we strive to allow our guests to settle in and in most cases only make eye contact or a simple hello. • Our goal is to have the guest watered within 3 minutes of being seated. SERVER GREETING & BEVERAGE ORDER • Once the guest has been watered the server takes over as the prime point of contact. • Our goal is to have a server touch the table within 3 minutes of watering. o TOUCHPOINT: If it is a partial party the server must continue with greeting and drink order to make sure the early arrival feels taken care of. • Be sure that the guests have settled in and have had time to review the menu. • If the guests are engaged in conversation or seem preoccupied ask permission: o “Shall I give you folks a moment to settle in?” o or in some cases simply step away and allow guests to relax a bit. • If guests appear ready for contact our initial greeting reinforces our greeting at the door: o “Welcome to Black Flannel Brewing Co, my name is _________ and I will be taking care of you this (Afternoon, Evening, Morning).” o Next ask if they would like to hear more about our specials... § “May I share our specials with you all tonight?” § “Are you folks interested in hearing about tonight’s specials?” Black Flannel Brewing Co. | Essex Vermont 5

Guide to Hospitality § If table agrees to hear specials proceed to list specials as directed at service meeting. § If table prefers not to, move to drink order. § It is very important to make eye contact and smile during the initial greeting. • “While you are thinking over our menu may I start you off with a beverage?” o At this time make sure to share your ability to answer questions about our beer program if prompted. o We want to position ourselves as first and foremost beer guides. As this is the core of our beverage concept. o Servers must be able to answer all questions regarding our beer offerings or find answers by consulting with the bartenders and MOD. o Beer notes will be available in both the bar and service stations. • TOUCH POINTS: Here are a few thoughts about nuances during beverage inquiry…. o Refer to notes at menu meeting to make suggestions about food and beverage pairings during the time you are sharing specials. o Assume that the guest will be ordering more than water. For example: § DO NOT say: “Will you be having something besides water?” o When the opportunity arises talk a bit about our beer program, quantity of drafts, one of the largest in Vermont, quality of brewers…. Black Flannel Brewing Co. | Essex Vermont 6

Guide to Hospitality TECHNIQUE - STEPS OF SERVICE NOTES ON BEVERAGE ORDER VERMONT LIQUOR LAWS • All Servers and Bartenders are required to keep their DLC licensure up to date. • Always ID patrons in guidelines with VT DLC requirements. • Alert the MOD if you have any concerns. • Always follow VT DLC best practices and regulations for monitoring and managing alcoholic beverage consumption. TAKING BEVERAGE ORDER • All orders must be written down table-side • When ringing in on POS all items must have proper seat and table numbers. This ensures that team members can assist with delivery. • No drink will be made at the bar without a drink ticket printed by POS. BEVERAGE PICK-UP • Beverages will be prepared by Bartenders within 5 minutes of order. • If long-wait occurs for drink order at bar, alert MOD. • Ask for help in beverage delivery from a teammate in order to meet time goals. o Everyone should run each others drinks. o Over-communicate when drinks have been run for a teammate. • Be sure to make your time at bar pick up efficient. It is not appropriate to hang out or linger at the bar when it is not necessary. Do not yell over the bar at any time. • Prepare your tray prior to arrival at the bar. • All beverages are to be delivered on trays, no matter what the quantity. • Make sure tickets are stabbed • For specific service (i.e. bottle programs, follow specific protocols). BEVERAGE DELIVERY • Beverages must be delivered to the table within 5-7 minutes after the order. • Beverages must be delivered to the correct table and correct seat number. • Never “auction” off beverages table side. • TOUCHPOINTS: o Review water levels at this time, pour water for guest if appropriate. o Review Table Maintenance. Black Flannel Brewing Co. | Essex Vermont 7

Guide to Hospitality TECHNIQUE - STEPS OF SERVICE SECOND INQUIRY AS YOU APPROACH TABLE FOR MAIN ORDER... • Get a table-read on the guests, are they chatting? Haven’t had time to read the menu or are the menus on the table and they look ready to order? Make a decision to proceed with order or wait a little bit. • When approaching for order… o Ask permission “May I answer any questions about the menu?” follow their lead and respond appropriately. • When asked to make a recommendation o Do make a recommendation on a favorite or something that excites you. o Do not share an opinion that reflects negatively on Black Flannel Brewing Co. or our cuisine. TAKING THE ORDER • The entire order must be written down. • All items must have proper seat and table numbers. • Ring your order in seat order progression (1,2,3) to ensure accuracy. • Remain focused on your task. We prioritize ensuring accuracy over anything so take your time inputting your order. • In some cases (such as a large group table) seat numbers may be a bit unique, make sure your teammates and MOD understand how you set the seat numbers. • TOUCHPOINTS: Once you have placed your order pull it up a second time to ensure accuracy. • TOUCHPOINTS: o Be aware of your ticket times throughout and alert your MOD if you have any concerns. Be overly cautious about this, long-waits create a poor dining experience. o Our goal is 15 minute ticket times in increments between courses. COURSING FOOD • In some cases it will be very evident how guests would like their meal coursed. • In other situations it may be more of a sharing style of meal or you may need more information on how the order should unravel. It is very important that you ask clarifying questions to ensure we meet the guests needs. • If guest orders multiple courses at different times it is very important that you include course numbers on new tickets entered into the POS. o This allows our kitchen team to understand the guest is in the middle of their dining experience and we can expedite orders as appropriate. Black Flannel Brewing Co. | Essex Vermont 8

Guide to Hospitality TECHNIQUE - STEPS OF SERVICE DELIVERY TABLE MAINTENANCE / MARKING • Prior to food delivery the guest should have all items that they need and the table should be neat and free of debris. • Marking: o Prior to food delivery the following items should/could be marked: § ketchup / aioli § container for bone debris § B&B’s SERVER AT THE PASS • Running food takes priority over all other server duties. o The only exception is when a server is in the middle of processing a payment. • Nothing leaves the pass without reference to a ticket. • Check all plates for neatness and order accuracy. • TOUCHPOINT: Have an excellence reflex. If a plate needs more attention notify the BOH or FOH MOD for assistance. SERVER DELIVERY • All food for each course must be served together (within reason). o If BOH or FOH MOD encourages you to run items and notify guest of any items in transit do so. • When running food ask for help from teammates so that all items arrive at the same time. o If you lack assistance (all other servers are occupied) and use your judgment or are encouraged to begin running by FOH or BOH MOD, make sure to mark the ticket of taken items to ensure that remaining items find there way to the correct table and seat. o If you leave portions of the order behind you are responsible for ensuring entire order is run quickly. • Serve food with an open arm from the point of least resistance. • Name the item when you serve. • After the entire table is served survey the table. o Do Not Drop and Run! o Make sure the guests look comfortable and have everything they need. • The last server to deliver should offer to share a bit about our house made bbq sauces: o “Are you folks familiar with our barbecue sauces?” o Follow up with description if prompted • Use your own words to tell the table to enjoy their meal. Black Flannel Brewing Co. | Essex Vermont 9

Guide to Hospitality TECHNIQUE - STEPS OF SERVICE CHECK-IN SERVER CHECK-IN • Within 2-5 minutes return to the table to check-in o TOUCHPOINT: Use this stop to fill water glasses, maintain the table - this gives you a purpose to your visit. • Read the Guest: o If they are engaged in their dining experience / conversation be present without interrupting. Simply allow the guests to notify you if they need anything. o If guests seem open to connecting check in by asking something specific and avoid generalizations: § DO NOT SAY: “How is everything?” “How is your barbecue” § DO SAY: § “Are you folks enjoying your experience?” § Further prompts “Is there anything I can do for you” § Ask a guest about a specific plate or something that you had talked about for example: if during the inquiry a guest had asked about the braised greens and you had shared more information the check-in is the perfect time follow up on how they like it. o If they seem a bit aggravated (check physical cues that something may be wrong - usually diners will begin to look away or grow quiet) or they share dissatisfaction you must move immediately into BLAST protocol (detailed later in guide.) § Further notes: if a guest has not touched an item or seems disconnected there is problably an issue that we need to examine ... • Monitor Beverage Levels, Always suggest another beverage when appropriate. Ask permision “May I get you another…….” Black Flannel Brewing Co. | Essex Vermont 10

Guide to Hospitality TECHNIQUE - STEPS OF SERVICE CLEARING SERVER / SUPPORT CLEAR • Do not clear anything until all of the guests have finished. o If a guests stacks plates “or throws in the towel” ask permision to clear do not assume. o We refrain from clearing until the entire table is finished to ensure that everyone remains comfortabl and not rushed. • Be purposeful when clearing. o Clear neatly to your arm. We do not clear to a tray while guests remain seated. o Do not stack plates on the table. o Prepare for a large clear by asking for help from a teammate, the faster the clear the less interruption for the guest resulting in a better guest experience. o Do not overcarry as it is much better to make a second trip that it is to make a scene with a plate drop. o Clear the course and anything the guest will not need for the remainder of the meal. o Clear all used utensils and reset for the next course. o Be helpful to your teammates. Stack items neatly in the dish station. • At the end of the clear… o The guest should have everything they need and nothing they don’t. o Review water levels, beverage levels, if the table needs to be wiped - ensure guest happiness and table cleanliness. PACKAGING LEFTOVERS FOR THE GUEST • We always pack for the guest in the service station unless the guest specifically asks to pack their own. • Sanitation is a top priority. Do not touch the food with your hands. • Use the smallest containers that you can use (most likely the small foil rounds) for leftovers (our large foils are designed for take-out). • Try to be as quick and neat as possible. Our busy service station looks its worst when it becomes leftoverville. Ask for help in packing when you need it. • Write a little note on top with the items, date, and a thank you from “Your Friends at Black Flannel Brewing Co.” • Think about the guests. Bag the items if it is more convenient, seal everything as tightly as possible for a safe trip home. • TOUCHPOINT: If a guest is departing and leaves their take-out behind we should be racing out the door after them. Black Flannel Brewing Co. | Essex Vermont 11

Guide to Hospitality TECHNIQUE - STEPS OF SERVICE DESSERT & COFFEE PREPARING FOR THE FINAL COURSE • Clear the table as much as possible, by the final course the table should be near empty. • Drop off dessert menus regardless of them asking. • Check in and inquire about coffee / after dinner drinks. • Ring in all food and beverage order with table and seat numbers. • Mark table for dessert and coffee (inlcuding sugar, milk) • Deliver food as described in previous steps. • TOUCHPOINT: Gage experience, if anything seems off alert the FOH manager. PREPARING FOR DEPARTURE • Following the last course review the check to ensure accuracy. o Make sure that all items have been transferred (such as transfers from the Bar) when applicable. This is critical as we do not want to lose revenue. • Print and have on hand. • Prior to delivering bill, clear the table (unless the guest asks for bill and departure seems urgent). • Drop check in neutral location - do not assume a particular guest will pay unless told to do so. • Check back within 2-5 minutes for payment. Process the check and return quickly o If Cash § process at the bar § never ask if the guest would like change, always return change unless guest makes other instructions. • If the table lingers continue to refill coffee / water and alert the FOH MOD. o Remember that they remain your table until they exit. • Always locate the signed check and complete payment at that time. Do not stack open checks in the service area. • TOUCHPOINT: It is very important that once the check has been dropped that payment moves quickly - if you envision a delay ask the FOH MOD for assistance. GUEST DEPARTURE • As the guest leaves thank them. o We should be fighting each other to the door to say goodbye to guests! o Multiple goodbyes and thank you froms the team as the guest exits is ideal. • Touchpoints: o If you have built a great rapport with the guest the farewell is a great time to suggest a stronger connection to Black Flannel Brewing Co. - mention an upcoming event or recommend connecting with us on social media. o Give the FOH MOD any pertinent information to add to our guest database. Black Flannel Brewing Co. | Essex Vermont 12

Guide to Hospitality TECHNIQUE - STEPS OF SERVICE WHEN THINGS GO WRONG • Although we take every precaution to anticipate guest needs and monitor guest satisfaction throughout service, we know that issues will arise. • One of our biggest concerns is that a guest will leave unhappy without sharing their feelings - that is why it is incredibly important to monitor visual cues. • After receiving a guest complaint, our number one goal is to turn it around so that the guest leaves happy. • Remember to remain calm, professional and understanding when a guest expresses a complaint. B.L.(A.A).S.T. - BELIEVE. LISTEN. APOLOGIZE. (ALERT.) SOLVE. THANK. It is critical that with any guest complaint or unhappiness, that everyone on our team follows this procedure EXACTLY. 1. BELIEVE that what the guest is sharing is important to them and to our business. It doesn’t matter who is “right” or “wrong.” The only thing that matters is our guest is not happy. 2. LISTEN as the guest explains their dissatisfaction continue to make eye contact and nod your head. Affirm them. Demonstrate empathy. 3. APOLOGIZE Begin with: a. “I’m sorry and I understand...” rephrase the guest complaint so they know you are listening. b. Ensure that we take ownership of the issue. Be careful not to blame the guest. Don’t make it personal. 4. (ALERT) The (A) is in brackets as we want you to first feel confident in your ability to resolve the situation. When you are able to immediately solve the problem, it is much quicker, and the guest does not have to wait while dissatisfied. Immediately solve the problem and then alert the manager on duty. a. For any guest issue, concern, complaint, essentially anytime the potential of guest unhappiness exists, our service team is required to: b. Over-communicate the issue, concern, complaint to the Manager on Duty. c. When discussing an issue with management remember to be clear, use table numbers, and precisely describe the situation, how you are handling it, and what you need. 5. SOLVE: All team members are entrusted to make the best decision to solve a guest issue at the table. We are not the kind of restaurant that says “let me get my manager.” Use your judgment and create the best strategy to solve the guest's problem as quickly as we can. 6. THANK the guest. When the issue has been solved it is important to thank the guest sincerely. If the guest appears satisfied there is no need to revisit the issue. a. If the guest still seems a little off please alert the manager so they can add another table touch before departure. Black Flannel Brewing Co. | Essex Vermont 13

Guide to Hospitality TELEPHONE & RESERVATIONS GENERAL PHONE GUIDELINES • The telephone conversation is often our first contact with the guest. • Everyone on the Black Flannel Brewing Co. Team must be able to answer the phone and assist the guest following our scripts. • The phone must be answered in two rings. BLACK FLANNEL BREWING CO. PHONE SCRIPT • Smile when answering, it makes a difference. • Answering the Phone Script: o “Thank you for calling Black Flannel Brewing Co.! This is _______, how can I help you?” o Continue to assist the guest • When putting guests on hold: o Ask permission “May I put you on hold while I (review the reservations, find the answer to your question) o Use the hold button do not cover the receiver with your hand • When Returning From Hold: o “Thank you for your patience….” • When taking a general message: o Write down all information including name and contact number and share with FOH MOD who will take it from there. • Farewell: Enthusiastically thank them for connecting with us. HANDLING SPECIFIC PHONE CALLS • Reservations o Refer to Reservation SOP. • Take-Out o Refer to Take-Out SOP • Bulk Orders / Events o Refer Directly to FOH MOD o If the FOH MOD is occupied during a busy service, take guests name, contact information and any other information in a message and deliver to FOH MOD. Black Flannel Brewing Co. | Essex Vermont 14

Guide to Hospitality SANITATION / CLEAN ENVIRONMENT MAINTAINING A CLEAN AND HEALTHY ENVIRONMENT • xxx Black Flannel Brewing Co. | Essex Vermont 15

Guide to Hospitality END OF SHIFT FINANCIAL RESPONSIBILITY • All financial matters must be completed out of eye-sight of guests. o Be overly cautious of discussing financial matters over the bar. • xxx Black Flannel Brewing Co. | Essex Vermont 16