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Training Manual

Sean McDonald !

Sidewinders Employee Information!!

Name (First & Last): _______________________!

Cell Phone: (___)_______________!

Can you receive text messages? Y / N!

Email Address: _________________!

!Availability: (Lunch/Dinner)!

Number of Shifts Requested: _______!

Position(s):!

Host! Busser! Server!

Su M T W Tr F Sa

Hours

Blue Collar Standards !

We pride ourselves on service in all of our restaurants. However, actions speak louder than words so in our case, just talking about it

doesn’t make it true. In order to set ourselves apart from our competitors, we need to provide noticeably better hospitality and

service. Below, you will find a list of standards that we expect all employees to adhere to: !

• First and foremost, running a great restaurant is a TEAM EFFORT. Teamwork requires humility and cooperation. Learn to put your

teammates first, and they’ll do the same for you. • Most problems in restaurants occur when it’s slow. Learn to stay busy -

You’ll make fewer mistakes. • We take pride in the food at all of our restaurants, but service comes

first. Always be looking for ways to create emotional connections with our guests. This means going out of your way for the customer - we call

it SECOND MILE SERVICE. • Cleanliness and organization are of paramount importance. Our guests

notice the little things so move through your day with attention to detail.

• There are four key attributes to great dining experience: 1. Speed of Service 2. Quality of Food 3. Attentive & Courteous Employees 4. Cleanliness of Restaurant

• Cliche Alert: The customer is always right! You will never be at fault trying to provide great customer service.

• Being “on-time” means showing up 15 minutes prior to your shift. Any less and you will be considered late for work.

• Always take the initiative. It’s better to take action and make a mistake than to do nothing at all.

• Understand that working in the restaurant business is a give and take - you aren’t going to get 20% gratuity from every table.

• The last customer that walks through the door is just as important as the first. Always be grateful for their business. Remember, they chose

us over every other restaurant in town. • Lots of things go into a great dining experience - a large part being

prompt service. If you expect your co-workers’ help when you’re in the weeds, you should do the same for them when they need you. Again, a

give-and-take. • Never be afraid to ask for help. There’s no excuse for poor service in

our restaurants. Your co-workers and manager are always there to help if you need it. Don’t sacrifice the customer’s experience to save your

pride. • Lastly, approach this job with thick skin. Restaurants are very personal

places, but don’t take constructive criticism as such. When you get criticized, understand that it’s in your and the restaurant’s best

interest for you to listen.

! ! Guidelines for Hosting!!

!!!• People will judge a restaurant by how you answer the phone. Be friendly,

accommodating, and speak with a smile in your voice.!• You are the first person our guests see when they enter the restaurant. Dress, act,

and speak accordingly. You never get a second chance at a first impression. !• Everything from the front door to the host stand is your responsibility. Keep an eye on

cleanliness of horizontal surfaces and glass throughout your shift. !• There is a recipe for great customer interaction:!

1. Greet with a smile.!2. Speak enthusiastically.!3. Maintain eye contact.!4. When given the opportunity, create emotional connections.!

• Spending your time at the host’s stand is your priority, but you are expected to lend a hand to the wait staff, busser, bartender, or manager if needed. !

• Always keep in mind that the pace at which you seat customers affects everyone around you. If the servers are too busy, or the kitchen is behind, it is always acceptable to start a wait-list for seating. !

• When writing a wait-list, be sure to include the party’s name, number of people, and a description - especially when we are busy. (example: Tom, party of 5 - red hat)!

• Cleanliness of the bathrooms is also your responsibility - ask the manager to walk you through proper cleaning protocol.!

• If it’s really slow, feel free to walk around the restaurant. You should always be looking for things that are out of place. !

• Customer distribution is especially important when we are slow. Don’t seat a 6-top for one server and give another a 2-top and call it even. Customer head-count is the best way to ensure equal seating. !

• The best way to avoid customers seating themselves is to greet them right when they walk in and let them know that there is a wait (if there is one), and that you will need their name for the list. !!!!

• To Go Orders:!1. Know the menu. You cannot take an order if you don’t know the menu.!2. Never say “will that be all” or anything like that. Always offer more food through

language like “what else could I get for you?”!3. Always take down the customer’s name and phone number, and include the

name as an open remark in the computer.!4. Print the receipt, write the customer’s name and phone number at the top, and

place visibly on the host’s stand. Remember, only you or the manager can close out that ticket. !

5. Be sure to offer disposable utensils, extra napkins, and condiments when the customer arrives. !

6. Lastly, double-check the contents of the to-go container. There’s nothing worse than giving out the wrong food.!

• We do not accept to-go orders when we have more than a 15 minute wait. At this point, the kitchen is too busy to handle to-go orders.!

• If you notice that a party has been waiting for a table for an extended period of time, offer to get them drinks while they wait, or offer them a seat at the bar.

Sidewinders Employee Knowledge Test!!

! ! Name: ________________________!!!

1. Name the categories in which the following items could be ordered:!! Example: Pizza, Pasta, Sandwich, Entree, Kid’s Menu, etc.!!Thai (3) : Pizza, Salad, Pasta!Carne Asada (2) : Pizza, Entree!BBQ Beef / Pork (2) : Sandwich, Entree!Grilled Cheese (2) : Kid’s Menu, Sandwich!Mac & Cheese (2) : Kid’s Menu, Pasta!Alfredo (2) : Pasta, Pizza!Cajun (2) : Burger, Pasta!!2. Which two menu items can you not substitute out individual ingredients?!!! Chicken Pot Pie!! Chicken Cordon Bleu!!3. Which sandwich / entree is prepared blackened or grilled?!!! Salmon or Mahi-Mahi (Entree or Sandwich)!! !4. Which four entrees have pre-set side items?!! !! Merry Piglets’ Carne Asada - Rice & Beans!! Merry Piglets’ Fish Tacos - Rice & Beans!! Fish & Chips - French Fries!! Chicken Pot Pie - Caesar Salad!!5. Which three salads are offered with your choice of dressing?!!! Chef’s Salad!! Garden Salad!! Side Salad!!6. Which dressings come on the rest of the salads?!! !! Summer Salad - Raspberry Vinaigrette!! Apple Walnut Salad - Homemade Mango Dressing!! Spicy Thai Salad - Asian Peanut Dressing!! Arugula Salad - Fresh Lemon & Olive Oil!

! Spinach Salad - Hot Bacon Dressing!! Chinese Salad - Chinese Dressing!! Barbecue Ranch Salad - Barbecue Ranch Dressing!! Greek Salad - Greek Dressing!! The Wedge - Bleu Cheese Dressing!! Caesar Salad - Caesar Dressing!! BLT Salad - Dijon Vinaigrette!!7. What side items do we offer? Include any up charges or time restraints. !!! French Fries (Beer Battered)!! Baked Beans!! Cole Slaw!! Mashed Potatoes!! Baked Potato - After 5pm!! Sweet Potato Fries - +$0.99!! Onion Rings - +$1.99!! Cup of Soup - +1.99!! Side Salad - +$1.29!!8. Do we serve Coke or Pepsi products?!!! Coke Products!!9. How many ounces is the Top Sirloin?!!! 8 Ounces!!10. How many sides do the sandwiches come with? !!! One Side Item!!11. How many different styles are the wings offered in and what are they?!!! Six: Spicy, BBQ, Spicy BBQ, Teriyaki, Spicy Teriyaki, and Plain / Dry.!!12. What is the only salad that cannot be sold as a side portion? !! !! The Wedge!!13. What is calamari? !!! Fried Squid!!14. List three ways to up-sell a burger:!!

! Turkey - +$2.00!! Buffalo - +$3.00!! Add Bacon - +$1.00!! Add Avocado - +$1.50!!15. Which sandwich is offered hot or cold?!!! Dagwood!!16. How many draft beers do we offer?!!! 28!!17. What times and days of the week are the Happy Hour deals offered?!!! Monday - Friday, 4:30 PM - 6:30 PM!!18. Which veggies are offered on the Philly Beef / Chicken Sandwich?!!! Mushrooms, Onions & Peppers!!19. Name all of the well liquors:!!! Whiskey: Ten High!! Gin: Lord Calvert!! Vodka: Potter’s!! Rum: Mr. Boston!! Scotch: Scoresby!! Tequila: Pancho Villa!! !20. How much does the Mug Club cost and what are it’s benefits? !!! $25 for a full year, $15 after six months for a rolling 12 months starting Nov. 1.!! Club membership gets you 20 oz. pours of any draft beer for the cost of a pint, !! and a free pint upon purchase. !!21. How many beers are in a pitcher? When does it make sense to sell a pitcher rather ! than individual beers at a table?!!! There are approximately 3.5 pints in a pitcher. If there are three or more people !! at one table ordering the same beer, it’s a good idea to recommend a pitcher. !!22. Which three beers require garnishes and what are they?!!! Half-Tanked Hefeweizen - Lemon!! Widmer Hefeweizen - Lemon!

! Blue Moon - Orange!!23. Name one upsale for each liquor category:!! ! Example: Vodka - Grey Goose!! Whiskey: Jack Daniel’s, Crown Royal, Wyoming Whiskey!! Vodka: Grey Goose, Stoli, Ketel One!! Gin: Bombay, Hendrick’s, Tanqueray!! Rum: Bacardi, Captain Morgan’s, Mount Gay!! Scotch: Dewar’s, Johnnie Walker Black, Jhnnie Walker Red!! Tequila: Jose Cuervo Gold, Patron, Sauza Hornitos!!24. Define the following bar terms:!!! Dry - Refers to the amount of vermouth in a martini. The less vermouth, the drier. !! Dirty - Olive juice is added to a martini. Extra olives may be added as well.!! Up - Chilled with ice then strained into a martini glass. !! On the Rocks - Poured over ice.!! Neat - Nothing added to the alcohol. Poured directly from the bottle into a glass.!! Double - Twice as much alcohol with the same amount of mixer as a single. !! With a Twist - A piece of citrus peel, such as lemon, lime, or orange, that is !! twisted then dropped into the drink. Default choice is lemon, so if someone asks !! for a drink with a twist but doesn’t specify what kind, you give them lemon.!! !25. Name three red wines available by the glass:!! !! La Vielle Ferme - French Blend (House)!! Fetzer Valley Oaks - Cabernet Sauvignon!! BV Coastal Estates - Cabernet Sauvignon!! Yellow Tail - Merlot!! Bogle - Merlot!! Harlow Ridge - Pinot Noir!!26. Name three white wines available by the glass:!!! Columbia Crest - Chardonnay (House)!! Mirassou - Chardonnay!! Coppola Binaco - Pinot Grigio!! Chateau Ste. Michelle - Sauvignon Blanc!! Woodbridge - White Zinfandel!!27. Which vegetables are in the Mixed Vegetables?!!! Onions, peppers, squash, zucchini. carrots, green beans, onions, and almonds.!!28. List all of the local beers we offer:!! !

! Snake River Lager (Jackson, WY)!! Snake River Pale Ale (Jackson, WY)!! Snow King Pale Ale (Jackson, WY)!! Mighty Bison Brown Ale (Victor, ID)!! Sweetgrass American Pale Ale (Victor, ID)!! Half Tanked Hefeweisen (Lander, WY)!! Wind River Blonde Ale (Pinedale, WY)!! Strom Bomb Stout (Pinedale, WY)!! !! !29. Name one draft beer we offer in each of the following categories:!!! Lager: Snake River Lager!! Wheat Beer: Half-Tanked Hefeweisen!! IPA: Lagunitas IPA!! Brown Ale: Mighty Bison!! Porter / Stout: Strom Bomb Stout!! Pale Ale: Snake River Pale Ale!! !30. Which non-alcoholic beers do we offer?!! !! Buckler & O’Doul’s!!31. Name our only gluten-free beer:!!! Red Bridge NWPA!!32. Name three gluten-friendly menu items:!! Apple Walnut Salad!! Merry Piglets’ Carne Asada!! Any inherently gluten-friendly entrees with mashed potatoes and vegetables. !!33. What is the proper way to answer the phone?!!! “Good afternoon/evening, thank you for calling Sidewinders, this is (your name), !! how can I help you?”!!!!!!!!!!!

!!34. Draw the proper table arrangement:!!! ! !

!! !!!!!!!!!!! !!!

Note: Half of the appropriate silverware should be placed on the either front corner of the table angled in, towards the table arrangement in the center. The arrangement

should be placed on the service side of every table. !!35. Name the menu items that require the following server additions at the window:!! !! Ranch Dressing (Not including salads): Most appetizers, pretzels, pigs in ! !! blankets.!! Butter Chips: Any entree with bread and/or a baked potato.!! Steak Knife: Chicken Fried Steak, Rotisserie Chicken, Top Sirloin, Ribs, Monday/!! Thursday lunch specials, Carne Asada.!! Bean Spoon: Anything with beans (baked or black). !!36. What should you do if someone requests a specific program on a TV?!! !! a) Ask which teams are playing. Our programming list is organized by teams !! playing, not by tournament, channel name, or channel number. !! b) Always be sure to let the table know that you will have to check with the !! bartender and/or manager to make sure we can change the current ! !! programming. We will not change the programming on a TV if another customer !! has already requested something specific on that same screen.!!!! !

Salt Pepper

Sugar Caddy

Bar Menu

Ketchup

Mustard

Table Tent

37. What are the age requirements for bar seating?!!! - 21 and over at the bar.!! - 13 and over for tables in the bar area - Use your best judgement. Good ! !! behavior is what we’re looking for. This rule is invalid if we have a wait. !! !38. Name three domestic bottles and three import bottles:!!! Domestic: Budweiser, Bud Light, Coors, Coors Lite, Miller High Life!! Import: Corona, Heineken, Amstel Light, Kokanee, Newcastle!!39. List three things you should check for in your section before your shift starts:!!! Floors!! Caddies and Table Arrangements!! Silverware!! Windows!! Balance Tables!! Ketchup & Mustard!! Chairs are clean and arranged properly!! Service area is clean, stocked, and organized. !!40. Name all of the Blue Collar Restaurants:!!! Sidewinders American Grill!! Pizza Artisan!! Merry Piglets Mexican Grill!! Ignight!! Bubba’s Bar-B-Que Restaurant!! Liberty Burger!!41. List the toppings on the following pizzas:!!! Sidewinder: Mozzarella cheese, pepperoni, sausage, mushrooms, green ! !! peppers, Canadian bacon, fresh garlic.!! Falcon: Mozzarella cheese, barbecue sauce, grilled chicken, feta cheese, red !! onions.!! Phantom: Mozzarella cheese, pepperoni, Italian sausage, and Canadian Bacon.!!42. Which specialty pizza cannot be served as a slice?!!! Santa Fe!!!!43. What percentage discount do Broncs Card holders receive at our restaurants?!

!! 10% - Doesn’t include alcoholic beverages. !!!!!44. What is our customer WiFi network name and password?!!! Name: Sidewinders Customer!! P/W: sportsbar (all lower case, one word)!!45. Stab your tickets.!! !! This isn’t a question. Just do it. !

Sidewinders Employee Knowledge Test!!

! ! Name: ________________________!!!

1. Name the categories in which the following items could be ordered:!! Example: Pizza, Pasta, Sandwich, Entree, Kid’s Menu, etc.!!Thai (3) :!Carne Asada (2) :!BBQ Beef / Pork (2) :!Grilled Cheese (2) :!Mac & Cheese (2) :!Alfredo (2) :!Cajun (2) :!!2. Which two menu items can you not substitute out individual ingredients?!!! !!3. Which sandwich / entree is prepared blackened or grilled?!!! !! !4. Which four entrees have pre-set side items?!! !! !!5. Which three salads are offered with your choice of dressing?!!! !!6. Which dressings come on the rest of the salads?!! !! Summer Salad -!! Apple Walnut Salad -!! Spicy Thai Salad -!! Arugula Salad -!! Spinach Salad -!! Chinese Salad -!! Barbecue Ranch Salad -!! Greek Salad -!! The Wedge -!! Caesar Salad -!

! BLT Salad -!!7. What side items do we offer? Include any up charges or time restraints. (Hint: There are ten total options). !!!!8. Do we serve Coke or Pepsi products?!!! !!9. How many ounces is the Top Sirloin?!!! !!10. How many sides do the sandwiches come with? !!! !!11. How many different styles are the wings offered in and what are they?!!! !!12. What is the only salad that cannot be sold as a side portion? !! !! !!13. What is calamari? !!! !!14. List three ways to up-sell a burger:!!! !!15. Which sandwich is offered hot or cold?!!! !!16. How many draft beers do we offer?!!! !!17. What times and days of the week are the Happy Hour deals offered?!!! !

!18. Which veggies are offered on the Philly Beef / Chicken Sandwich?!!! !!19. Name all of the well liquors:!!! Whiskey:!! Gin:!! Vodka:!! Rum:!! Scotch:!! Tequila:!! !20. How much does the Mug Club cost and what are it’s benefits? !!! !!21. How many beers are in a pitcher? When does it make sense to sell a pitcher rather ! than individual beers at a table?!!! !!22. Which three beers require garnishes and what are they?!!! !!!23. Name one upsale for each liquor category:!! ! Example: Vodka - Grey Goose!! Whiskey:!! Vodka:!! Gin:!! Rum:!! Scotch:!! Tequila:!!24. Define the following bar terms:!!! Dry - !! Dirty -!! Up - !! On the Rocks -!! Neat -!! Double -!! With a Twist -!

! !25. Name three red wines available by the glass:!! !! !!!26. Name three white wines available by the glass:!!! !!!27. Which vegetables are in the Mixed Vegetables?!!! !!28. List all of the local beers we offer:!! !! !Jackson, WY (3)!Victor, ID (2)!Lander, WY (1)!Pinedale, WY (2)!! !! !29. Name one draft beer we offer in each of the following categories:!!! Lager:!! Wheat Beer:!! IPA:!! Brown Ale:!! Porter / Stout:!! Pale Ale:!! !30. Which non-alcoholic beers do we offer?!! !! !!31. Name our only gluten-free beer:!!! !!32. Name three gluten-friendly menu items:!!!!!

33. What is the proper way to answer the phone?!!! !!!!!34. Draw the proper table arrangement:!!! ! !

!! !!!!!!!!!!!!!!35. Name the menu items that require the following server additions at the window:!! !! Ranch Dressing (Not including salads):!! Butter Chips:!! Steak Knife:!! Bean Spoon: !!36. What should you do if someone requests a specific program on a TV?!! !! !!!!! !37. What are the age requirements for bar seating?!!! !!! !

38. Name three domestic bottles and three import bottles:!!! Domestic:!! Import:!!39. List three things you should check for in your section before your shift starts:!!! !!!!40. Name all of the Blue Collar Restaurants:!!!!!!41. List the toppings on the following pizzas:!!! Sidewinder:!! Falcon:!! Phantom:!!42. Which specialty pizza cannot be served as a slice?!!! !!!!43. What percentage discount do Broncs Card holders receive at our restaurants?!!! !!!!44. What is our customer WiFi network name and password?!!! Name: Sidewinders Customer!! P/W:!!45. Stab your tickets.!! !! This isn’t a question. Just do it. !