bartender_official_playbook by brent curnow

Bartender Introduction

WELCOME!

Welcome to the Buffalo Wild Wings® GamePlan—a valuable resource for creating a great game-day experience for our Guests. In sports, a game plan is a strategy developed by the coaches and shared with the Team to ensure that everyone is on the same page about what to do, when to do it, and how to execute. At BWW, it’s really no different: This GamePlan is your insider’s guide to delivering a great game-day experience to our Guests— it’s our way of getting ready for the big game to make sure we win! So, where does this GamePlan start? Take a look in the mirror. What you see is where the GamePlan starts—with you. You are the key to truly creating a great experience for our Guests. The fact that you’re working at BWW means that you saw something in us...and we surely saw something in you. If you’re a rookie on the BWW team, welcome—we’re glad you’re here. This Bartender Playbook introduces the job elements that are important to your success as a member of the Buffalo Wild Wings Team. Each chapter covers one step along your journey, called the Blazin’® Path that will help you learn everything you need to know about your position from start to finish.

Ready to go? Let’s get started.

Bartender Introduction

What Is Blazin’ Service!?

Blazin’® !

(blay-zin) an adjective or adverb; of outstanding power, speed, quality, heat, intensity, passion; dazzling, red-hot, glowing, shining, bright, sparkling

Throughout your Official Playbook, you will see references to Blazin’® Service! and Blazin’® Taste! When our Team Members master the basics, then add their own unique flair and passion, we know they will provide a Blazin’! experience. This kind of passion, creativity and commitment move the experience for our Guests and Team Members from good…to great…to Blazin’!

Whenever you see this icon, it highlights some great tips for Ways to Blaze! As a Bartender, your opportunities to provide extraordinary service to your Guests are plentiful and we want to help you be successful!

Bartender Introduction

TABLE OF CONTENTS

Chapter 1: READY, GET SET!

What does it take for you to get ready for the big game? How do you ensure the restaurant is “Guest Ready”? Find out in Ready, Get Set!

Chapter 2: WOW ‘em IN!

Learn about our core Guests—who they are, why they come to BWW, and how to connect and engage with them as soon as they walk in the front door. Definitely some ways-to-blaze here!

Chapter 3: QUENCH AND ASSIST

Once you determine the needs of your Guests, you will be able to tailor your style and recommendations for food and beverage service so that they get what they want.

Chapter 4: N.O.W. DELIVER THE TASTE

No Order Waits is a rallying cry at BWW. This means the entire Team works together to deliver the highest quality products to each Guest.

Chapter 5: ARE WE BLAZIN’?

Beyond the basics, it’s everyone’s job to look for ways to take Guest service to the next level.

Chapter 6: WOW ‘em OUT!

Now that you’ve dazzled your Guests with a memorable experience, you will learn how to send them off with a great last impression of YOU and BWW.

Now that you know what lies ahead, let the game begin! 3

Bartender Introduction

How it Started

Before coming to work for BWW, you might have been a regular at your local BWW, or maybe you went to BWW only occasionally, or perhaps you have never had an experience at BWW. (What? How could that happen?!) Regardless, there was obviously something about BWW that intrigued you to apply to work here, and we’re glad you did. It is important for all BWW Team Members to know about the history of our company because it’s the foundation of what makes us so successful today. Undoubtedly, as a Bartender, you’ll get asked many times about where the company was started, and how it grew to be so successful—you may even be asked what a “weck” is. So, take this time to find out how it all began... It all started with two men and a craving… At 1:00am on a summer night in 1981, Jim Disbrow and Scott Lowery stepped out on the lively streets of Kent, Ohio. Despite the 10-year age difference between them, Jim and Scott were more like brothers than friends; a bond forged through years of living together under the Lowery family roof. Scott was a junior at Miami University in Ohio and Jim had spent the last several years traveling around the world as a professional figure skater. The two guys hadn’t seen each other in months so they spent the evening drinking, laughing, and catching up. “Man, am I hungry,” said Scott glancing around at the shabby food vendors that occupied the bar-lined street. “We’ve got to get something to eat but nothing looks good around here.” “How about chicken wings?” suggested Jim, remembering the spicy food that dominated the menus of the best bars in Buffalo, New York, where the two had lived for awhile. “I’ve never seen a chicken wing place in all of Ohio, so there is no chance we’ll find one in Kent,” said Scott, “I’ll bet you $5 you can’t find one anywhere.” Jim took the bet but after driving around Kent doggedly searching for a wing joint, he had to admit that Scott was right. Jim gave Scott his $5 and the guys went home with empty stomachs.

The next morning… The very next morning the idea was born. Scott and Jim decided they would open a restaurant specializing in Buffalo style chicken wings! (Scott and Jim won’t reveal if a couple of beers the night before helped them “see” this great revelation!) So that, my friend, is where the journey began. Jim’s restaurant concept was simple: Serve great food at a good price in a place where everyone would feel comfortable. A year later (1982), Jim and Scott opened their first Buffalo Wild Wings & Weck on the Ohio State University campus and the concept was a monumental hit! From there, Scott and Jim’s dreams grew. They followed these dreams to create what Buffalo Wild Wings is today...a restaurant with an atmosphere like no other where anyone and everyone is welcome to relax, enjoy great food, great beer, and be a part of all things sports!

Bartender Introduction

We know what you’re probably wondering right now: “Buffalo Wild Wings only has two W’s. Why did they call their restaurant BW3?” The BW3 stood for Buffalo Wild Wings and Weck. What the heck is weck you ask? A weck is a Kaiser roll with cornstarch slurry and caraway seeds. We admit that cornstarch slurry doesn’t sound very tasty but rumor has it that wecks were delicious! While we don’t serve sandwiches and burgers on a weck today, at one time they were an all-star offer. Everyone who works at BWW has the opportunity to keep Jim and Scott’s dream alive and create an unforgettable experience for every Guest who walks in the door. Jim and Scott were motivated, passionate and loved what they did…and we hope you do, too! If you love what you do and do it well, you will have an awesome experience on our Team.

BLAZIN’! SUCCESS TIP: GET A CAREER!!

At some point, as a restaurant professional, someone may have asked you, “When do you think you’ll get a real job?!” Well, guess what’s real now? The restaurant industry employs more than 13 million people a year. The estimated sales volume for just one day in the restaurant industry is $1.5 billion and approximately $565 billion for just one year! These are astounding numbers, agreed? Who wouldn’t want to be a part of such a dynamic industry that makes such a huge contribution? You may have an absolute plan for your long-term career growth and, if you do, that is awesome. We want you to know that a career opportunity at Buffalo Wild Wings has real potential. Consider how Jim and Scott took a simple craving and turned it into one of the most enjoyed and beloved restaurant brands around. We hope you look at your involvement at Buffalo Wild Wings very seriously and decide you can’t leave behind the opportunities that could lie ahead. It should come as no surprise that as with any other job, those individuals who display focus and commitment are generally more successful and better compensated than those who do not. The point is, whether you plan to make BWW a long-term career or you are with us for a short while, we want you to make every moment and opportunity count. Treat every shift, every Guest, every transaction, and every experience for what it is: a chance to make a difference for you and others. Excellence never gets boring. Become an expert and reap all the rewards you can. Always think about how you can leave a Blazin’! trail!

Bartender Introduction

SUCH A DEAL!

Take an entrepreneurial approach to working at BWW. While you don’t own the restaurant, you technically have total control over the “real estate” that you manage behind the bar and in your assigned station. It’s like you’re a small-business owner. Think about it: • • • • •

You don’t need start-up money, just an interest in people, a desire to succeed and a willingness to work smart. BWW has built you a beautiful bar and stocked it with all the supplies and equipment you need to operate. You have no rent to pay, and you have access to all the products you can sell at no up-front cost. Maintenance, advertising, and research and development are all taken care of by a team of dedicated professionals. Everything you sell is generally rewarded with a cash commission (your tip) that is paid immediately upon closing the deal.

As a restaurant business owner, you should consider these three basic concepts critical to growing your business: 1. 2. 3.

Attracting more Guests Selling those Guests as much as they want to buy (responsibly, of course!) Conducting your business in a way that inspires Guests to come back again and again, bringing their family, friends and co-workers—and they want YOU to be their Bartender

It is with these concepts in mind that we invite you to start your journey as a “small business owner” at Buffalo Wild Wings. A Blazin’! career path awaits you!

Chapter 1: READY, GET SET!: The GAMEPLAN Get ready to provide extraordinary service to each and every Guest, and be able to contribute to the entire Team effectively.

WHAT YOU NEED TO KNOW 1. KNOW THE LINGO 2. UNIFORMS 3. BWW MISSION STATEMENT 4. FOOD SAFETY / SAFETY / SECURITY / HEALTH 5. SETTING UP YOUR BUSINESS 7. MARKETING AND MEDIA 8. HOSPITALITY (GEM)

Bartender Chapter 1: READY, GET SET!: The GAMEPLAN

Ready, Get Set!

Picture yourself getting ready for a big game. How do you get pumped up and ready to kick it into high gear? You might blast some high-energy music on your iPod. Maybe you eat a certain meal to ensure you’re physically ready. Or, you may do some stretching and a few warm-up exercises just to get your blood pumping. Amateur and professional athletes have one thing in common: a pre-game ritual. Each may have a unique ritual, but the goal is the same—to prepare for the big event. This same idea applies to you as you gear up to be a great Team player at BWW! What will your pre-game ritual be? And, how will you prepare to “bring it” every shift? Once you become prepared, you will then assist the entire Team to ensure the restaurant is ready when that first Guest walks through the door. The nuts and bolts are about to be revealed. But, we should ask…have you ever been in a place where much of the language sounds foreign? We didn’t mean to do it, but alas, we speak Acronym here at Buffalo Wild Wings. So, here are the very secret codes to our language of Acronyms so you’ll know what the heck people around you might be saying. Those we decided to put in bold print are the ones you will hear most often.

Buffalo Wild Wings Abbreviation List aka: Important BWW Lingo

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Abbreviation

Meaning

AV Audio Visual BWW Buffalo Wild Wings CSP Company Standard Procedure CVD Comp, Void, or Discount DO Director of Operations ESS Employee Self Service FC Franchise Consultant FOH Front of House GEM Guest Experience Manager GM General Manager HOH Heart of House HR Human Resources IS Information Systems KDU Kitchen Display Unit LSM Local Store Marketing N.O.W. No Order Waits MGR Manager MIT Manager in Training MOD Manager on Duty MSDS Material Safety Data Sheets MSS Manager Self Service MUM Multi Unit Manager (RM or FC) Ops Operations POP Point of Purchase - MARKETING POS Point of Sale System QSC Quality, Service, Cleanliness RAS Responsible Alcohol Service RM Regional Manager SOP Standard Operating ProcedureS TGM Training General Manager WCT Wing Certified Trainer

Bartender Chapter READY, SET!: The GAMEPLAN Chapter 2: 1: WOW ‘emGET IN: The GAMEPLAN

Throughout this Playbook you will see some icons that relay a message to you. Here they are: The question mark symbol indicates a question you should ask your WCT.

The “Ways to Blaze!” symbol indicates there is a special tip to help you become a Blazin’! Bartender.

Uniforms

Part of the pre-game ritual for any athlete is to put on the uniform. As a Bartender, you will do the same—you may not deal with a helmet and shoulder pads, but you get the idea! It is important that everyone on the Team wear the same uniform. Our Guests travel a lot, so it is important they see Team Members in the same uniform wherever they go—it’s part of our brand image. Think of it as one of the elements that sets BWW apart from every other restaurant chain. There are some basic rules to follow regarding BWW uniforms.

Shirts

• Provided by BWW • Must reach the waistband of your pants and must be tucked in if hanging longer than 3” from the waist • Must be neat, clean and free of wrinkles. (Most of our Guests don’t dig the “just woke up” look.) • Black or white long-sleeved shirts may be worn under your uniform shirt. No other colors are allowed

Pants

• Black is the rule and should be Docker style (cargo, denim, and stretch pants cannot be worn during your shift) • Shorts are allowed depending on region, time of year, and Company discretion. Shorts must be black and reach no more than three inches above the knee

Shoes & Socks

• Shoes must be black, slip-resistant, closed-toe and closed-heel. Ask your WCT if there is a “Shoe Program” that may be sponsored by a vendor partner of Buffalo Wild Wings • Just like referees, your socks must be black, too! If your feet are sensitive to black dye, you can wear white socks with black ones over the top 1-3

Bartender Chapter 1: READY, GET SET!: The GAMEPLAN

Name Tags Belts Hats

• Provided by BWW • Worn on your uniform shirt (right side) • If your pants have belt loops, a black belt must be worn. (Oh, THAT’S what those are for.) • Occasionally, you may have the option to wear a BWW hat in the FOH. The logo and brim must face forward. If you choose not to wear a hat, your hair needs to be pulled back and restrained if there is any chance it could fall forward over your shoulders We may provide promotional gear, approved for everyone, in the restaurant from time to time. If so, all Team Members will be required to wear the new garb. And, if pre-approved by the General Manager, you can sometimes sport your favorite jersey on game days. If jerseys are approved to wear, all FOH Team Members must wear one. OK! You have designed your own unique pre-game ritual and know how you are expected to look when you show up for your shift. NOW WHAT? Here’s where we begin to teach you the critical information that will help you contribute to the Team and perform your job effectively!

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The Buffalo Wild Wings Mission Statement

As you read, Jim and Scott had a mission. They set out to provide people like you a great environment to share friendship, great food and drink, and a great atmosphere. The BWW mission statement is a reminder of what we stand for in the BWW family. As you read the statement, think about how you can live the mission and deliver it every shift.

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Bartender Chapter 1: READY, GET SET!: The GAMEPLAN

BWW Service Style – What’s That?

One of the distinctive characteristics of early BWW was counter-style service for dine-in Guests. Guests ordered from a Cashier at the counter; they were given a pager, took a seat in the dining room, and waited for their pager to illuminate—that meant their order was ready. As time went by, we found that a large portion of our Guests wanted a full-service dining experience. Today, we offer full-service dining in all BWW locations. We also continue to offer dine-in or takeout counter service. Each restaurant offers the service that fits their Guests’ preference. Counter service, takeout, and a full-service dining experience are always available. What a concept—giving the Guests the kind of service they want!

Question for the WCT: What style of service do Guests request most frequently in this restaurant? Food Safety Principles

Demonstrating and supporting effective food safety principles will be an important part of your job. Personal health, cleanliness, and sanitation are extremely crucial to our business! You will be responsible for general cleaning and sanitation procedures, and for your personal hygiene and health care, so you are not the cause of any potential food borne incident. Let’s start with some basic knowledge. The three major threats to bacterial growth, which can lead to potential food borne incidents, usually result from:

Time and Temperature Control

1. Time and Temperature Control 2. Cross Contamination 3. Cleanliness and Sanitation (food contact surfaces and personal hygiene)

It is required that all food products are consistently received, stored, held, prepared safely, and served to our Guests at the appropriate temperatures. This is a big deal, and we take this responsibility very seriously. We do not expect you to be experts, but we do expect you to understand the concept of the temperature danger zone and a few of the internal cooking temperature basics.

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Time and Temperature Control

• Some food requires time and temperature control to keep it safe. • Disease causing pathogens grow well in the temperature ranges between 41° F and 135° F. • This range is known as the Temperature Danger Zone. If food is kept at these temperatures for more than four hours, pathogens can grow to high enough levels to make someone very sick. • Team Members must handle food carefully to ensure food does not sit in this temperature danger zone. Internal Temperature Requirements: Cooking food to the right internal temperatures can reduce the growth of pathogens to safe levels. Our HOH Team Members must ensure the foods listed below reach the internal temperature indicated for a minimum of 15 seconds. Chicken Hamburger Patties Shrimp/Fish Fillet Marinara Sauce

Cross Contamination:

165° F 155° F 145° F 165° F

Ribs Pulled Pork Chili, Queso

165° F 165° F 165° F

This occurs when harmful microorganisms are transferred from one food item or food-contact surface to another. Because you cannot see microorganisms with the naked eye, you must be aware of how they can transfer. Cross contamination can happen when: • A Team Member with dirty hands touches food or a food contact surface. • A Team Member handles raw products and does not wash his/her hands, and then touches other products or food-contact surfaces. • A Team Member touches his/her hair and then touches food or a food-contact surface. • Cloths in cleaning and sanitizing buckets are not clean when used to wash surfaces. • Dirty uniforms (including aprons) on which microorganisms breed and then come in contact with food or food-contact surfaces.

Why is this important to me as a Bartender? Because we expect all Team Members to take every precaution to ensure our Guests and Team can eat and work in a clean, sanitary, and safe environment. 1-7

Bartender Chapter 1: READY, GET SET!: The GAMEPLAN

Cleanliness and Sanitation: Personal Hygiene

We probably don’t need to tell you this, but personal hygiene includes daily practices of bathing or showering, regular hand washing, brushing and flossing teeth, basic manicure procedures, shaving, and restraining hair from any potential contact with food. Soap, shampoo, toothbrushes/toothpastes, antiperspirants and mouthwash are all vital to ensuring effective personal hygiene. Grooming is a very critical element of personal hygiene. Good grooming ensures you will have a clean and well-maintained uniform that complies with both safety and appearance standards. A dirty uniform is not only unappealing, but it can also be the source of cross-contamination of products, work surfaces, and other Team Members. 80% of all food borne illness cases can be traced to unclean hands. Simply washing your hands can greatly reduce the risk of cross contamination and the spread of bacteria and illness. Washing your hands the right way, however, makes the difference. There are six steps that are critical to good hand washing:

Step 1: Step 2: Step 3: Step 4: Step 5: Step 6:

Wet hands with hot water (120° recommended) Apply soap Wash hands and arms up to elbow (for at least 20 seconds) Scrub fingernails Rinse thoroughly Dry with single-use towel

To ensure you are spending enough time washing your hands, sing “Happy Birthday” twice. Now that you know how important personal hand hygiene is, let’s review some examples of times when you need to wash your hands before moving on to another activity: • After touching your hair, face, or body • After eating, drinking or chewing gum • After touching anything that may contaminate hands such as money, unsanitary equipment, work surfaces, raw food, wash cloths, and/or chemicals • After taking out garbage or trash • After clearing and cleaning tables • After using or cleaning the restrooms • After sweeping or using a dust pan Many other references to general cleanliness and sanitation will be made throughout this playbook. 1-8

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Safety at Buffalo Wild Wings

Guests need to be able to count on all of us to provide a safe environment in the restaurant so we just nominated you to be a Safety Monitor. We say that with some jest, but actually, managing safety within the restaurant is a very serious issue. On your Certification Checklist you will sign off on your knowledge about ensuring a safe and secure environment in the restaurant. While you may not always be in control of some of the issues that can affect safety, just being aware of potential hazards will go a long way. If you observe any of the threats listed below, and you are not able to correct the problem, be sure to tell the MOD: • Wet Floors: Make sure you place the appropriate “Wet Floor” or “Caution” signs to warn people to use caution on a slippery floor. • Sweep: That’s right, sweeping to get rid of debris, sand, dust and dirt from the floor will improve the safety status of your building. Another tool, called a “hokie,” can be used to pick up particles on the carpet. Besides the safety element, these procedures certainly enhance the aesthetics of your restaurant. • Clear Aisles: Keep walkways and aisles clear to help avoid tripping or falling incidents. It gets busy and Guests love to move chairs and tables to accommodate their group.

VIDEO

Question for the WCT: Where do we keep the following items? • Wet Floor Sign • First Aid Cabinet • Broom • Mop • Mop Bucket • Electrical Safety: This is not going to be your area of expertise but it doesn’t hurt to keep an eye out for electrical safety issues. If you see any of the following, let your MOD know immediately: overheating equipment, charring around electrical outlets, missing or damaged wall plates, outlet covers, or exposed extension cords.

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Bartender Chapter 1: READY, GET SET!: The GAMEPLAN

• Fire Protection Systems—Extinguishers: Do not attempt to use our portable fire extinguisher unless you have been trained. In the event of a fire, your first priority is to help escort Guests out of the building and to safety. • Walking Surfaces: There are walk-off mats, rugs, and carpets throughout the restaurant. Make sure these rugs lay flat at all times. If a corner or end is curled up, it could send someone on a trip they weren’t expecting! Accidents can also be caused by ripped carpeting, broken or damaged flooring, or irregular floors. Be on the lookout and report any issues you see. • Chairs and Tables: You will often be responsible to re-set tables, primarily in the dining area. If you find any of the chairs or tables to be wobbly, inform your MOD. Make sure no Guest sits on a broken chair or at a broken table until it is fixed. • First Aid Kit: Every restaurant has a First Aid Kit stocked with items to treat minor accidents and medical situations such as cuts, burns, and non-emergency conditions. Team Members should not access the First Aid Kit without Manager supervision. It is also unlawful to dispense any medical product to a Guest without the direct involvement of the Manager on Duty. • Lifting: During your training, you will watch safety videos, including one on safe-lifting techniques. If you are asked to lift something outside your capabilities, make sure to speak up. • Ladder Safety: You probably won’t need a ladder in the restaurant, but if you see one in use, make sure it is placed carefully and doesn’t obstruct traffic patterns.

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Bartender Chapter Chapter 2: 1: WOW READY, ‘emGET IN: The SET!: GAMEPLAN The GAMEPLAN

Your Role in Security at Buffalo Wild Wings

As a BWW employee, you play a role in your own and your restaurant’s safety and security standards. We want you to be safe so we have established some safety specifications. Even though you may not be engaged in some of these activities in your position, we want you to be aware of all security concerns.

• Leaving the Restaurant: Always walk to the car with another Team Member if possible, especially in the evening when it is dark.

• Back Door: The back door to the restaurant must remain locked at all times. Do not prop the door open for any reason. If someone knocks on the back door or rings the doorbell, get the MOD to properly identify the individual. Do not let other Team Members in or out of the back door. Re-direct every one to enter through the front door. The back door should never be opened after dark—not even for trash runs.

Talk to your Manager to learn the appropriate times for back-door use and trash-run schedules. • Quick-Change Artists: Quick-change artists are known for requesting multiple change transactions in a row in an effort to confuse you. You constantly work with cash transactions. Simply go slow, count the change out loud, and always handle one transaction at a time! Money should always be put away between each transaction. The Guest could receive more change than deserved if a Team Member tries to handle multiple requests at one time. • Denied Credit Cards: Occasionally a Guest’s credit or debit card will be declined or the transaction will fail to go through. When this happens, we should always run the credit card a second time and also try to enter the credit card number manually. (Sometimes error messages occur simply because of a faulty connection or processing.) If the error message appears twice, we should let the Guest know about the issue by saying the following:

“Our system is telling us the transaction did not go through. Do you have another form of payment I can try?”

If the Guest does not have another form of payment or if the second form of payment is also declined, the MOD should be asked to assist the Guest. No one should ever make comments that could make the Guest feel uncomfortable or embarrassed. These things happen sometimes for no good reason!

• Counterfeit Bills: When a $50 or $100 bill is used for payment, the bill will be checked for authenticity using a counterfeit detecting tool.

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• Robbery: In the event of a robbery, remember the following:

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• Cooperate with the robber for your own safety and the safety of others. Personal safety is more important than money or merchandise. • Comply with the robber’s demands. Remain calm and think clearly. Make mental notes of the robber’s physical description and other characteristics. • If the restaurant has a silent alarm and it can be reached without being noticed, use it. Otherwise, wait until the robber leaves.

• Don’t talk, except to answer the robber’s questions.

• Don’t stare directly at the robber.

• Prevent surprises, keep hands in sight at all times, and inform the robber if another Team Member is approaching. • Don’t chase or follow the robber out of the restaurant. Leave the job of catching the robber to the police.

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• Don’t touch anything the robber may have touched.

Bartender Chapter READY, SET!: The GAMEPLAN Chapter 2: 1: WOW ‘emGET IN: The GAMEPLAN

Team Member Personal Health

Guidelines for Reporting Illness

Your personal health plays a contributing role to the overall safe conditions within the restaurant. It is very important that you understand the dangers of being at work with certain medical conditions. Team Member illness could potentially contaminate food and equipment, so illness must be reported and managed properly. It only takes one ill person to distribute pathogens (a fancy term for bad bacteria) throughout the establishment. See the table below for the guidelines we expect you to follow when experiencing a personal illness.

IF You have symptoms associated with food borne illness, including: • Nausea/vomiting • Diarrhea • Jaundice • Sore throat and fever • Skin infection/open boils or sores

THEN • You must report them to a General Manager, supervisor or person in charge.

IF You have been exposed to or been confirmed by a doctor to have an illness caused by the following pathogens: • Salmonella • Shigella (Shigellosis) • Escherichia Coli 0157:H7 • Hepatitis A Virus

THEN • You must report them to a General Manager, supervisor, or person in charge.

• You may not handle food or work in a capacity that could contaminate food.

• You must be excluded from the restaurant. •

You must obtain written authorization from a doctor allowing you to return to work.

• The General Manager must notify the local health department. What are we saying? If you’re sick, stay home. Get checked by a healthcare provider when symptoms are severe or linger. Make sure you are symptom-free before returning to work. Use good hygiene habits so you don’t spread the illness. It’s not that we don’t like you when you’re sick—it’s just that we like you so much that we want you to get better fast!

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Bartender Chapter Chapter 2: 1: WOW READY, ‘emGET IN: The SET!: GAMEPLAN The GAMEPLAN

Guest and Employee Injury

The safety and well being of our Guests and Team Members is paramount at Buffalo Wild Wings. Preventing mishaps is our first priority but in the event an incident or injury occurs during your shift, use the following information to guide your actions: Determine the welfare of a Guest or Team Member involved in any incident. Once personal well-being is established, there are other requirements to consider: • Guest Injury: If a Guest gets hurt in the restaurant, find the Manager on Duty immediately. Even if a Guest tries to convince you that he/she is fine, it is imperative that a Manager gets involved. A Guest might feel fine one moment and then not feel fine after leaving the restaurant. Your Manager will document the incident and get appropriate details from the injured party. Do not try to assess the cause of any Guest injury. Do not express any blame, responsibility, or excuses for the accident to the Guest or their group. The Manager on Duty will ensure that the injured Guest is taken care of. • Employee Injury: If you become ill or hurt while on the restaurant premises, inform your Manager on Duty immediately. If you witness a Team Member injury, you must report this to your MOD, who will make sure an incident reports is filled out, regardless of the severity of the situation.

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The Employee’s Right To Know… Chemicals

All employees have the right to know the facts about chemicals they will be using to do their jobs. We provide proper training on the use and handling of chemicals required at Buffalo Wild Wings. The chemicals we use are both task and area specific. We also provide MSDS (Material Safety Data Sheets), which are documents that outline the important facts about each chemical. Here is some of the information available on a MSDS: • Physical characteristics of the chemical • Physical and chemical reactions of the chemical • Precautions for safe handling and use, including hygienic practices, protective measures, and procedures for cleaning up spills and leaks • Emergency and first-aid procedures • Manufacturer information All MSDS for chemicals used at BWW can be found in the MSDS binder. Using improper quantities of chemicals can do more harm than good. Too much or too little of any chemical can lead to adverse results. Mixing any two chemicals together could also lead to personal injury.

What is an MSDS binder?

• A notebook that contains a MSDS for all chemicals used in the restaurant • Every chemical that is approved to be in the restaurant must have an accompanying MSDS • The MSDS binder is usually located near the mop sink This may seem like a lot of information, and you may be thinking that you’ll never really need to know about chemicals and the hazards of their use. Do not think this! BWW is serious about your safety and the safety of our Guests. It is our responsibility to provide you with this information and it is your responsibility to understand it. If an official from any Health Department or other health and safety-related agency visits your restaurant and asks you to find an MSDS, you will be expected to find one immediately.

Question for the WCT: Where is the MSDS binder kept in this restaurant?

Refer to the MSDS binder for any questions about BWW chemicals. Make sure all chemicals are stored away from food and food preparation surfaces, and paper products are in their original or designated containers and properly labeled. You will be required to sign an “EMPLOYEE’S RIGHT TO KNOW” document verifying your awareness of our hazardous communication standards. 1-15

Bartender Chapter READY, SET!: The GAMEPLAN Chapter 2: 1: WOW ‘emGET IN: The GAMEPLAN

Setting up Your Business...Make it look like you own it! General Bartender Responsibilities

Alright, now that we have presented the “not so much fun but critical need-to-know information”, let’s talk about how you ensure the playing field (i.e., the bar!) is set and ready for Guests. Your bar rail and section of tables in the bar is your own business where you earn profits…you call these TIPS! So, set it up like you own it and you will reap the benefits!

Ever seen the defensive line run in to a football game? They all know exactly where they are going and what they need to do. They also know what is expected between plays, at half time, and when the game is over. And, when new team members sub in for relief, they pass off the play seamlessly.

The same principles apply to you. There are certain duties that Team Members are responsible for during opening, shift change and closing. Because many of these duties vary slightly by restaurant and by shift, your WCT and MOD will provide you with the specific information to complete these duties. In addition, an Appendix has been created that contains a detailed list of the opening, closing and shift change duties for your review.

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Bartender Chapter READY, SET!: The GAMEPLAN Chapter 2: 1: WOW ‘emGET IN: The GAMEPLAN

Home Base: The Bar!

Depending on the volume of business, you may be assigned to both the bar rail as well as a section or all of the bar floor. It will be your job to make sure everything in this whole area is clean, stocked and ready to go for your Guests. Remember, this is your business—run it like you own it! The following are ongoing responsibilities for all Bartenders:

The Table Caddy

What in the world is a table caddy? Nope, this one has nothing to do with golf. It is the metal device that holds the salt, pepper, ketchup, wetnaps and specified menus at each table. • One caddy is placed on each table, and all should be arranged identically. • One caddy is also placed on top of the bar—spaced to sit about every 4 bar stools. A helpful tip is to remember that salt is always placed on the right side of the caddy while pepper is on the left. The ketchup goes in the middle, the wetnaps are placed in a small container, and the specified menus and marketing POP (if applicable) are placed behind. We do this for two reasons—one, because it looks just so darn cool when everything is lined up on the tables, and, two, because being consistent might make it easier for Guests who have visual challenges. Two In-Restaurant Menus and one Drink Menu will be left in each table caddy at all times. Condiments and supplies on the caddy should be full at all times. TIP: A good way to remember the table caddy set up is ”white on right”… meaning salt is always on the right!

Soap / Sanitizer Buckets

These are located throughout the restaurant and in the bar and are used for cleaning and sanitizing tables, chairs, table caddy contents, and media players. Unless your restaurant’s local code specifies something different, use a dual bucket system of soap and sanitizer solutions. Clean towels are placed into both buckets. Your WCT will show you how to prepare these solutions. Soap and Sanitizer buckets and towels need to be replaced every four hours, minimally.

Question for the WCT: What chemicals are used in the Soap & Sanitizer Buckets?

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Flatware

We provide Guests with a flatware roll-up that includes a fork and knife rolled in a white napkin and held together with a white band wrap. • Roll-ups should be placed in front of each Guest. Teamwork is key, but you will be the last check. • Do not lay multiple roll-ups in the center of a table or at the bar to let Guests fend for themselves. • Never have roll-ups sitting at a table waiting for Guests. This is not sanitary and it takes away from the personal Guest service we want everyone to receive. We do have plastic ware but it should only be used for takeout orders. Plastic ware should NEVER be given to Guests in the dining room!

Flatware Soaking Bins

Flatware soaking bins are filled with hot, soapy water and placed throughout the restaurant for dirty/used flatware. When enough flatware has collected in the bin, the flatware will be sent through the dishwasher. Soaking bins must be refreshed every four hours, minimally. NOTE: Unused roll-ups left on the table or bar are DIRTY! Once roll-ups hit the table or bar, they are considered dirty even if they were never used. When clearing a table, unroll the napkin and place the flatware in the soaking bin.

Table Sections: Bar Rail and Bar Floor

The MOD divides the bar into sections based on the number of Team Members scheduled for each shift, and assigns a Team Member to each of those sections. The MOD makes assignments based on volume (how busy the joint is) and other factors, including: • • • • • •

Experience and capabilities of scheduled Team Members GEM score results (what needs to be improved?) Day and time of the shift Ratio of Guests dining in vs. counter service Current events or promotions Sales-building focus

Your MOD might consider other factors, but he/she will always make these assignments so that your Guests get Blazin’ Service! Generally, the bar area in most restaurants is open seating, which means Guests can seat themselves at any open space. Some restaurants, however, choose to have the Greeter seat all Guests. Make sure to ask your WCT how things work in your restaurant.

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Bartender Chapter READY, SET!: The GAMEPLAN Chapter 2: 1: WOW ‘emGET IN: The GAMEPLAN

Table Numbers

Each table in the dining room, or bar floor, and the bar-rail stools are assigned a number that makes it easy to deliver drinks and food items to Guests. This number shows up on the order ticket that is generated whenever a Team Member orders food for anyone in the restaurant. Learn the numbers assigned to the bar and bar floor so your Guests receive their meals quickly and accurately!

Never refer to a party by their table number! Whenever possible, get a name and use that. If you ask for help from a Teammate, tell him/her the Guest’s name and table number so they, too, can deliver personalized service.

Setting Up Your Station – Your Business!

It’s your job to make sure everything in the bar area is clean, stocked and ready to go. Remember, this is your business—run it like you own it! Your WCT will explain all the details about your responsibilities (described below), so use this information as an introduction of some key issues.

Bar Product Control

To make sure we serve exactly what the Guest orders every time, we must prepare every drink exactly how Buffalo Wild Wings specifies! Every time a Team Member enters a drink order into the POS system (the cash register), everything related to making that drink – beer, liquor, bar-mix product, and garnishes – is calculated according to “ideal usage.” This standard helps us maintain bar costs by managing and controlling the products used to prepare every drink behind the bar. BWW mandates the use of jiggers and other measuring devices behind the bar so that our ingredient portions are consistent across the system. This is important not only for quality and consistency, but also to ensure that we are serving alcohol responsibly to every Guest.

Beer Waste Bucket

Do you know how to pour a perfect beer from the tap? If not, you will! Part of pouring a perfect beer is to do it with as little waste as possible. Your WCT will show you the BWW way to accomplish that. Surely you’ll appreciate the fact that wasted beer is...well, such a waste (who would ever want to see BEER go down the drain?!). But it’s also a waste because every drop of beer that goes down the drain represents money down the drain – money lost to BWW and you. And the place you’ll find that “lost money” is in the beer waste bucket that flows from the draft drain. Being able to see this beer waste allows the Managers – and you and your Team Members – to track product waste. This helps everyone address cost-control issues behind the bar. 1-19

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Cone Cups or Other Protective Covers

No, we’re not talking about ice cream here! Paper cone cups, or any protective cover, are placed on liquor bottles at the end of the night to ensure the pour spouts stay clean and free of dust. When you come to work in the morning, it is important to remove these cones before any Guest walks in the door.

Triple Sink Set Up/ Glass Washer

We hope you have a liking for washing dishes because that is one of your responsibilities as a Bartender at BWW! Every bar is set up slightly differently, and as we continue to evolve our facilities, there may be more differences with back-bar equipment. However, each bar will likely have a three-compartment sink set-up. • The first sink is a wash sink filled with approved detergent in HOT water. • The middle sink is a rinse sink filled with clear HOT water. • The third sink is filled with the approved sanitizer mixed in TEPID water. • There is often a drying area next to the last sink. When you use the three-compartment sink properly, you’ll be able to provide a clean and sanitary—and BEER CLEAN—glass for every Guest. It may sound silly to put so much emphasis on washing dishes, but it’s not silly at all. This is a really important part of your job as a Bartender. Think about how you would feel if you got a drink served to you in a dirty glass at a bar or restaurant – yuck, right?

Question for the WCT: What kind of “cutting edge” equipment is behind the bar in our restaurant?

Glass Washers

Almost all restaurants will also have a glass-washing machine behind the bar. These are easy to load and unload but your “keen eye” is needed to inspect the glasses as they come out of the machine. Check for any chips, cracks, or breaks in the glassware and make sure the glass is clean—really clean! ALWAYS LET GLASSES AIR DRY IN THE GLASS RACK BEFORE PUTTING THEM AWAY IN THE GLASS CHILLER OR PLACING THEM ON THE BAR COUNTER TOPS!

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Glass Chiller (Note: We did not say Glass Freezer!)

Who would think that a refrigeration machine could make such a difference in drinking beer, but if you’ve ever had a beer in a chilled glass, you’ll know how great it is! And, given our volume of beer sales, a glass chiller is a critical element to serving a quality beer. • • • •

Beer Cooler Display: “To show ‘em is to sell ‘em!” Back Bar Display

Rail Wells Glassware Storage

First, set the temperature between 34°F–36°F. Glasses are supposed to be chilled—not frozen! Second, make sure the chiller is clean and sanitized. Odors can leach on to the stored glasses and ruin the taste of any beer. Third, clean the rubber mats that line the chiller and that the glasses sit on. These mats can emit a horrible odor if they are not properly cared for. Fourth—and very important—glasses must be dry before being placed in the unit to chill. If they are not dry, the solutions used to clean and sanitize the glasses will harden on the surface. These chemicals will ultimately end up in a Guest’s beer. YUCK!

The internal temperature of the glass chiller should be 34°F-36°F. Use an internal thermometer to check the temp inside the chiller. There really is a merchandising philosophy to fill-and-show our beer products in the coolers behind the bar. Random bottle placement just doesn’t “cut it” at BWW. Beyond that, however, the minimum requirements are to keep the cooler full, ensure the bottles are grocery store “faced,” and keep the glass doors clean and free of fingerprints. You’ll learn how to do all of this during orientation. The internal temperature of the beer cooler display should be 34°F–36°F. Use an internal thermometer to check the temp inside the cooler. Merchandising your back-bar product line-up should be more deliberate than random, and it’s the little things that will really make a difference! Many liquor manufacturers have gone to great lengths to “package” their products with awesome bottle shapes and colors so line ‘em up and show ‘em off! Place a liquor-pour device in each bottle—and then point them all in the same direction for an awesome effect! And, empty bottles don’t WOW anyone so let your MOD know if you need back-up product. There are several rail wells behind the bar where you can store your bar well brands. There is no real “map” here. Basically, convenience should dictate the set-up. Every bar configuration is slightly different and accommodates various ways to hang or store your glassware supply. If you are directed to store glassware on any of the counters or bar top, the critical issue is to have a clean bar mat underneath. Bar mats can get “gross” quite easily (that’s a scientific term), so keep an eye on them and run the mats through the glass washer as needed. 1-21

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Garnish Prep

It’s an important part of your job to make sure all garnishes are prepped and ready to go when the doors open. This can be somewhat more complicated than you’d expect from something called a garnish! What’s tricky is to prep the right amount each day – prep too much and you may have to throw away product; prep too little and you’ll have to stop in the middle of a busy shift to do some more. Work with your Manager to anticipate the right amount for your restaurant and shift. And, refer to the Bar Line Check for a list of products, shelf lives, and additional quality indicators. Always wear a cut-resistant glove when handling a knife.

Born-On-Date Calendar

Each restaurant should have a “born-on-date-calendar” in the bar area that indicates the year and day in which a Guest must be born in order to be of legal drinking age. Bartenders must check this calendar each day to ensure the correct current date is showing. This makes it much easier when checking IDs for legal drinking age.

The Phone

Everyone helps answer the phone at Buffalo Wild Wings. And, there is often a phone behind the bar. Here are some tips to ensure every Guest has the beginnings of a memorable experience--even though they aren’t at the restaurant yet! •

Answer the phone within three rings: Yep, that is the standard at BWW! We don’t want our Guests to wait any longer than that. When a Guest is on the other end of the phone, listening to more than three rings, they may feel we are too busy to accommodate their needs. And if they feel that, they may decide to call elsewhere.

• Greet the Guest: Use your personality to greet the Guest. • Sound enthusiastic and welcoming and do it in your own creative way. • Always let Guests know which BWW location they have called. If there are multiple restaurants in a general area, it’s important to identify your location specifically. • Find out if your Management Team has a special greeting, as there may be times when unique messages will be important to business.

• Graciously ask the Guest for permission if you need to place them on hold. Never leave a call on hold for more than 45 seconds!

Question for the WCT: Is there a special way to answer the phone in this restaurant? 1-22

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Pagers

In the BWW world, pagers are the small devices that blink red lights and vibrate when a Guest needs to be notified. Each pager has a separate number. (Many people call them “Glowsters,” but we will refer to them as pagers.) Takeout Orders • Cashiers will provide a pager for any Guest that has placed an order at the takeout counter. • When the order is complete, the food runner will press the pager number on the keypad to activate the pager. • Guests will either hold up the pager while in the dining room or bar, or bring it to the Takeout Counter. If you are responsible for this order, you will personally deliver it to the Guest wherever they are located. Greeter Pagers • Greeters will provide pagers for Guests who have placed their name on the “waiting list.” When the table becomes available, the Greeter will press the pager number on the keypad to activate the pager. Guests will return to the Greeter stand when this happens. Guests may often be sitting at the Bar with pagers in their hand for either of these reasons. This can be a great “conversation starter” for you.

Cash Accountability Bartenders are responsible for managing all money and credit card transactions collected throughout their shift. Once you clock in, the MOD will assign you to a specific cash register in the bar. You should always verify the beginning funds in your assigned cash drawer as you will be held accountable for all required money at the end of your shift. • Do not let other Team Members put money in or take money out of your assigned cash drawer. • Never walk away when your cash drawer is open. • Keep your POS card on you at all times. • Do not give your POS card/POS number to another Team Member. • Never walk away from your register when the order screen is showing. If this screen is showing it means you are logged in and anyone can access your register. • You should always be present when the MOD is pulling money out or counting your register drawer. You should have read and signed the Cash Handling policy during your orientation with the Manager. If you need a refresher, review your Team Member Handbook. Mishandling of cash and/or failure to comply with the Buffalo Wild Wings policies can lead to documentation up to and including termination. Please make sure you clearly understand your accountability to cash control. 1-23

Bartender Chapter READY, SET!: The GAMEPLAN Chapter 2: 1: WOW ‘emGET IN: The GAMEPLAN

Counting the Drawer

You are responsible for verifying the starting funds in your cash drawer each time you work. 1. Locate the cash total slip the MOD placed in your register. This slip states how much of each currency should be in the register. 2. Count the amount of money for each currency and verify the amount matches the slip. 3. If funds don’t match, let the MOD know right away (remember, since you have been assigned the drawer, you are responsible for the cash that goes in and out of it). 4. If it does match, you are ready to go! Can you tell that we take this cash accountability stuff seriously? You might think that’s because we want (and need to) protect the restaurant and the company...and that’s true...but we take this seriously because we also want to protect you.

Bartender Swipe Card (POS Card)

This card enables you to clock in and is the “key” that operates your register. You will have to “swipe” this card in order to display the order screens you will work with. If you need to walk away from your register, hit “cancel” to put the screen into “hibernation” mode. This will ensure that another Team Member cannot ring in sales or take money from your assigned drawer.

Facing Money

Do you know why U.S. bills have pictures of presidents on them? So we can stack them with the faces all facing the same way. Okay, that’s not really why the faces are there (something about honoring U.S. presidents), but it certainly helps us organize our cash drawer. So, make sure all the bills of each currency are facing the same way – face up and in the same direction. Here’s why: • It makes it easier to count • Alerts you to possible counterfeit money (i.e., one side of the bill says $20 and the other side says $10) • Banks prefer money to be “faced” so it is one less step that needs to be done before making a deposit

Large Bills

For safety reasons, we don’t want currency above a $20 bill to show in the register drawer. When a Guest pays using a $50 bill or higher, place it underneath the drawer. Also, notify the MOD whenever you receive larger bills so he/she can verify the authenticity.

Skimming the Drawer

It is your responsibility to keep track of how much money is in your cash drawer at all times. Once you have “doubled your bank” (i.e., you started with $150 and now have $300), let the MOD know that your cash drawer needs to be “skimmed.” At this point, the MOD will take the necessary cash out of your drawer and place it in the safe.

Question for the WCT: What dollar amount is placed in the cash drawers to start with? 1-24

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Market It! (POP) Review The Sports Line Up

Wondering what’s going to be on the TVs today? Check the Sports Line Up— there’s one at the Greeter stand and one at the bar—which will list all scheduled games and times of broadcast. Some Managers even make note as to which TVs are broadcasting which game. This is helpful information to know if Guests ask you about specific events and TV viewing.

Inspect Marketing Materials (POP)

Buffalo Wild Wings has some pretty awesome marketing materials and you share in the responsibility to ensure they show well and are clean and in good condition. Let your MOD know if you find POP that needs replacing. Here are a few examples of marketing materials in your restaurant: • POP: For you Midwesterners, we aren’t talking about Coke™ or Diet Coke™ here. POP stands for Point of Purchase, which describes a creative marketing message used to inspire a product purchase. POP is located throughout the restaurant. • TV Danglers: These are smaller marketing materials that are inserted in a plastic holder beneath the TVs.

• Menu Panel Insert: Often there are special pages in the menu that feature items/promotions. These inserts are changed out from time to time, depending on the promotion.

• Table Tents: Sometimes these are placed on each table to communicate promotions and/or featured menu items. Make sure they are visible and in good condition. • Takeout Inserts/aka Bag Stuffers: A printed message about a specific promotion often gets “stuffed” inside a Guest’s takeout bag. •

Buffalo Circle®: This is a special online program for our Guests to receive exclusive BWW offers, coupons and information. Trust us— you will want to tell YOUR Guests all about Buffalo Circle® so they can cash in on these special offers. Ask your WCT all about this program.

•

Cups, Wet Naps and Napkins: We print catchy sayings, phrases and branding elements on cups, napkins and wetnaps. Believe it or not, this is a great form of marketing because Guests often take a little bit of BWW with them when they leave.

Other marketing materials may appear in the restaurant over time, but you now know about the most common items our Guests will see. 1-25

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Question for the WCT: Can you tell me about the Buffalo Circle® and show me examples of the marketing materials listed above? TVs and Big Screens

Audio Visual What do our Guests like to watch in our restaurants? Do you really have to ask? Lots of SPORTS with a little bit of news! Some of the programs that are allowed to be shown on our TVs and Big Screens are:

• Sports • News (in the morning, but not on the big screens) • Buzztime Trivia

A minimum of four sports programs should be televised at one time. Some of the approved sports programs are:

• • • •

Live Sporting Events Replayed Sporting Events Sports Shows (i.e. Sports Center) Classic Sports

Being able to let Guests know exactly what games are being played, and where they can be seen best within the restaurant, is Blazin’! We are a “sports bar” after all, so you should really be “in the know.”

TV Numbers

Every TV has a number. It’s important for you to learn these so you can communicate effectively (i.e. “My Guest would like TV #4 to be changed to the playoff game.”) When people are watching the game, look for great suggestion opportunities: 1. Be ready to suggest celebratory drinks or other treats when their team scores. 2. Be aware of the game time and breaks (such as half time or seventh-inning stretch), as this is a great time to move Guests into the next course of their meal (from appetizers to entrées to desserts). 3. Be aware of the end of the game. Recommending another round of drinks or perhaps dessert at the 2-minute warning is a great way to keep Guests from a mass exodus at the end of the game. It might even carry them into the NEXT game!

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Entertainment….

The Media Experience Suggesting portable entertainment to Guests can help you make more tips! Consider this: Guests who play systems like Buzztime and PlayporTTs stay longer than those that don’t. Guests who stay longer tend to order more...another drink, perhaps an appetizer or maybe a dessert. Turning one beer (or other incremental item) into TWO potentially DOUBLES your tip! Portable Entertainment It’s no big mystery that Guests come to BWW to be entertained. It’s important, however, for you to know that watching a game on the big screen isn’t the only form of entertainment we have! Buzztime Playmakers BWW is well known by our fans for Buzztime Trivia. Guests can play an array of trivia games from their very own table while they eat, drink, and interact with their friends! It is your responsibility to ask the Guests if they would like a Playmaker to enhance their BWW experience. Every Guest should be offered a Playmaker.

These Playmakers are usually stored at the Server stations and behind the bar, and should be kept on the charger when not in use. Make sure to wipe down Playmakers before you give them to a Guest.

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PlayporTTs BWW continues to set the bar when it comes to creating an unforgettable Guest experience, and we’ve raised the bar even higher with PlayporTTs, a portable device that Guests can check out and bring to their table. PlayporTTs contain a variety of entertaining games and challenges to keep everyone engaged. All the Guest has to do is insert payment and the fun begins! The best way to ensure these devices are always in good shape is to make sure they have been returned to the kiosk in a sparkling clean condition! Just in case, though, give them a good once-over before offering them at a Guest’s table.

PlayporTT Console

PlayporTT Kiosk

Question for the WCT: Can I get a PlayporTT off the kiosk and deliver it to a Guest?

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HOSPITALITY GEM

Our GEM program—GEM stands for Guest Experience Manager—is a way to measure the Guest satisfaction level after a specific visit to one of our restaurants. Guest receipts are programmed at random to print a survey invitation for Guests. It is your job to show the Guest the receipt and explain the online survey process. Once they log into the online survey, Guests are asked several questions that will help BWW determine their likelihood for returning to a restaurant in the future. If you have provided a Blazin’! experience for your Guests, they will likely provide the highest rating when taking the survey! Since GEM is such an important program and, since Bartenders have such a huge impact on the Guest experience, we have provided additional information on the GEM program for you below. Don’t hesitate to ask your WCT or MOD if you have additional questions.

GEM FAQs

Q: How does the GEM program work? A: Guests are invited to take an online survey about their experience within 48 hours of their visit in exchange for a free offer on their next visit (the free offers vary).

Guests are asked a series of questions about their experience at BWW. The survey takes about five to seven minutes to complete. Upon completion of the survey, Guests are given a redemption code they write on the receipt. Without this code, the free offer is invalid.

Q: What is Guest satisfaction? A: Guest satisfaction is the positive or negative perception a Guest has about various experiences they have with an organization. These experiences may be associated with: • Products (brands, availability/quality of product, appearance of buildings) • Services (merchandising, business-building ideas, etc.) • Processes (ordering, payment methods, etc.) • Employees (management, sales/ordering, delivery, care and attention, prompt service, etc.) Q: Why measure Guest satisfaction? A: There are many reasons to measure satisfaction: • Measuring satisfaction allows us to improve our performance by focusing on the things that matter most to our Guests 1-29

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• Satisfaction indicators alert us to problems before financial indicators do • Satisfied Guests are more likely to return and purchase more • Satisfied Guests are more likely to recommend you to their friends • It costs five to six times more to recruit a new Guest than it does to get repeat business from a satisfied Guest Q: What is a “Hot Alert”? A: A Hot Alert is when an extremely dissatisfied Guest (based upon their survey answers) requests a follow up from a BWW representative. Restaurants are emailed Hot Alerts daily. Q: What is a “WOW Alert”? A: A WOW Alert is when a highly delighted Guest (based upon their survey answers) provides feedback about an outstanding experience. Your Managers receive monthly GEM reports that explain how Guests rated their experiences in your restaurant throughout the month. The Management Team reviews and discusses these results with the Team, and determines what actions need to be taken to improve, maintain or celebrate Guest satisfaction.

Here are a few ways to entice your Guests to complete the survey: • • • • •

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Make Guests feel special. Let them know not everyone gets the opportunity to take this survey! Highlight the survey information on the check. Let the Guests know this is a great opportunity to tell the company what kind of a job you did for them today! Have fun with it: Customize how you present this opportunity to your Guests. You don’t have to do it the same way as anyone else in your restaurant! Let Guests know the survey only takes a few minutes and that by participating, they will be able to receive a special offer.

Bartender Chapter READY, SET!: The GAMEPLAN Chapter 2: 1: WOW ‘emGET IN: The GAMEPLAN

After Your Shift

You’ve had an awesome shift, WOWED all your Guests, and contributed to a high-performing restaurant Team. Now it’s time to think about passing the baton to someone else. If you set yourself up at the beginning of your shift, and completed housekeeping, stocking, and organizational tasks throughout, the Team Member taking over for you will also be set up for success. Imagine this scenario: It is Wednesday at 4:53 pm. Your shift ends at 5:00 pm. You see your replacement clock in and are excited because you will be able to get out a few minutes early. You see your replacement come in…what do you do? Do you grab your stuff and go? We sure hope not! When the next Bartender is scheduled to take over your station, it’s important to give them the rundown of activity in your section. A coach would never send in replacement players or subs without explaining the play or giving them a chance to be in the huddle. In this situation, you are the coach and you need to give them the 411. Here are a few critical things you should discuss with your replacement. Even though the MOD will conduct a pre-shift meeting, this hand-off will go so much better if you can share some information personally. • • • • •

Transfer tabs (if necessary)—this requires the assistance of the MOD. Has business been busy or slow? Tell your replacement about the pace of business. What games have been playing, or are about to be shown? Discuss all side work that has been completed and any special projects that have been assigned. Talk about any specials that are available.

Before turning over your station to the next Bartender, your drawer needs to be counted and verified by a Manager. A new cash drawer will be assigned to the next Bartender. You must always check out with the MOD to make sure you have accomplished all required duties. Never clock out without approval. Your WCT will share all Shift Change requirements. You may also read and review the Shift Change Procedures in the Appendix.

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Closing Procedures

It’s easier and more efficient to end your shift when you’ve been able to clean-as-you-go, especially if you’re the closer. It is important, however, to understand our motto:

“Our Kitchen Doesn’t Close Until We Do” What does that mean for you? It means the bar doesn’t close until we do either. It is typical that the last Guests of the day will be sitting in or at the bar. So, you need to make sure you are totally focused on Guest service—and responsible alcohol service! The “clean-up brigade” should never get in the way of providing awesome service. Many activities will need to take place once you actually close and the doors are locked. Your WCT will show you all the closing responsibilities required of you to ensure that happens. One thing is for sure: No one should be doing any tasks or activities that send the message that the restaurant is being shut down while Guests are anywhere in the building. In other words, we don’t vacuum and we don’t place chairs on the tables! It’s rude, inconsiderate, and inhospitable to be cleaning up before the company is gone. And, it’s just not the BWW way. Your WCT will show you all the closing responsibilities required of you to ensure that happens. Details of all closing activities are listed in the Appendix for your review.

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Chapter 2: WOW ‘em IN!: The GAMEPLAN You and your restaurant are ‘Guest ready’! Let’s open the doors and WOW ‘em IN! It’s easy to make a great first impression if you know your stuff.

WHAT YOU NEED TO KNOW 1. FOOD & DRINKS Wings, beer and more = a great menu! 2. SPORTS BWW = You have to be here! 3. GUESTS To know them is to love them! Use the 4 R’s! 4. THE STANDARDS How it should go every time!

Bartender Chapter 2: WOW ‘em IN!: The GAMEPLAN

THE GAMEPLAN: WOW ‘em IN!… WINGS…BEER… SPORTS!

That’s the name of our game! These simple concepts were the reasons Guests were first attracted to Buffalo Wild Wings “back in the day.” And, as you will see, things have not changed much! You will need to understand much about beer, wings, and sports in order to make a great first impression. You have a lot to learn to be great at beer, so there is a lot of information in this chapter. But let’s begin with…

WINGS, or food in general……YUM!

With Signature Sauces (14 at the time of this printing) and an array of mouth-watering menu items to choose from, BWW has something to satisfy everyone’s taste buds! But, we are really serious about our wings: Traditional Wings and Boneless Wings, spun in any one of our Signature Sauces or dry seasonings, have become the cornerstone of our business. Just to give you a little bit of perspective about WINGS at Buffalo Wild Wings, here’s a number we think will impress you,

In a year’s time , we will sell over 550 million wings! And as we continue to grow, that number will obviously get bigger! WOW! Yep. That’s a lot of wings.

Wings and Sauces

When you’re famous for your wings, you invariably become famous for your sauces and seasonings, too! So, how can you remember them all? Well, start by tasting them. Then, refer to this chart to remind you of those great flavors and just how much heat they pack.

Smilin’

Sizzlin’

Screamin’ ®

Your Guests will also ask you a lot of questions about all of our menu items. To them, YOU are the expert so it’s imperative that you know about everything on our menu. And if you don’t know the answer to a question, tell the Guest you’ll find out, and then go find someone who can help you. All of our menu items are prepared to order in the HOH (that stands for Heart of House, remember?) at a specific production station. Though restaurant configurations may differ slightly, here’s a rundown of the typical station layout in the HOH:

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Chip & Shake Grill Southwest Inside Expo

Outside Expo

SHAKE THOSE WINGS! Also: fried items on our menu, including Appetizers, Potato Wedges, French Fries and Buffalo Chips™ Burgers, Slammers™, Sandwiches, Grilled Chicken items, Ribs and other miscellaneous specialties Wraps, Salads, Flatbreads and some Appetizers The central position in the HOH and home base of the Expeditor who insures food orders are coordinated, prepared correctly, and include any accompaniments before they are placed in the window Helps organize all menu items on a tray for dining room service, or handles takeout packaging for Guests ordering meals to go The two expo positions are charged with quality assurance of food products at Buffalo Wild Wings. Of course, if these individuals miss something, food runners are the last check! Just like a successful sports Team, everyone at BWW works together to ensure the highest quality product is delivered to all of our Guests. During your training, you’ll spend time observing the station production areas and will try your hand at the Outside Expo position.

WOW ‘em IN!… Get Your Cold Beer Here! (Here’s where your expertise comes in handy!) WINGS! BEER! SPORTS!

You didn’t forget, did you? You now know about the best of our food items (which are basically divided into two categories: Wings and everything else!). It’s time to move on to the second key part of our legacy: BEER! One word describes the connection between BWW and beer: Impressive! Our numbers are evidence of that: Buffalo Wild Wings sells more draft beer than any other restaurant concept in America. We know what you’re thinking. “Did I read that right? More beer than ANY other restaurant concept?” Yep. But there’s more impressive stuff: BWW offers 20 to 30 types of beer on tap and 30 to 40 types of beer in the bottle.

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It’s probably clear that knowing about beer is critical to your success here at BWW. We acknowledge that becoming a true beer expert is a long-term project and that the longer you work here, the more you’ll know. This Playbook offers some of the basic information, and you’ll learn a lot more as time goes on. So ask questions and share what you know!

Beer Types

Beer Styles

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At BWW we typically carry three types of beer: Domestic, Import, and Craft.

Domestic Beer

Import Beer

Craft Beer

Domestic Beers are generally regarded as American-Style Lager and American-Style Light Lager beers. Domestic beers account for the majority of beer consumption in America.

Imported beers vary greatly in taste and color depending on the style and country of origin. Enjoying an imported beer gives people the chance to experience a wide range of flavors brewed throughout the world.

Craft beers are made by independent brewers (usually local) who generally use barley malt. Craft beers are considered to have more complex flavors and aromas than domestic beers.

There are many styles of beer throughout the world, but the vast majority fall into one of these two categories: Lager or Ale. Knowing the difference between the two is nothing more than understanding that ale and lager brewers use different yeasts and other ingredients. How these ingredients are combined gives each type of beer in each category its unique taste.

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Lagers vs. Ales

Beer Style

Description

Examples

Lager

While there are several styles of beer in the lager family, certain beers fall into this broad category. Lagers are generally smooth, crisp, and balanced.

Sam Adams, Killian’s Irish Red, Corona Extra, Dos Equis, Molson Canadian

AmericanStyle Lager

Light in body and color, American lagers are very clean and crisp and aggressively carbonated.

Budweiser, Bud Select, Miller Genuine Draft, Pabst Blue Ribbon

AmericanStyle Light Lager

These beers are extremely light colored, light in body, and high in carbonation. Calorie level should not exceed 125 per 12 ounce serving.

Bud Light Lime, Bud Light, Coors Light, Miller Lite, Miller Chill, Michelob Ultra, MGD 64

EuropeanStyle Lager

European-style lagers are light straw yellow to golden in color with a medium body, bright hop bitterness, and a fresh-baked bread and malt character. This style of beer is wide ranging and represents two regions and brewing backgrounds.

Foster’s, Heineken, Stella Artois, Amstel Light

Belgian-Style Wheat Ale

Belgian white ales are very pale in color and are brewed using unmalted wheat and malted barley and spiced with coriander and orange peel.

Blue Moon

Hefeweizen Wheat

Hefeweizens are light to golden copper in color Widmer with a cloudy appearance. They are brewed with a high proportion of malted wheat and have a low hop flavor.

Brown Ale

English brown ales range from deep copper to brown in color. They have a medium body and a dry to sweet maltiness with very little hop flavor or aroma.

Newcastle Brown Ale

English Pale Ale

Classic English pale ales are golden to copper colored and display earthy, herbal English-variety hop character.

Bass Pale Ale, Sierra Nevada, Fat Tire

Stout

Dark ruby-red to black in color. Full-bodied creamy texture. Malt flavors can be varied and dramatic including sweet, roasted, toasted, caramel, chocolate, cocoa, and coffee.

Guinness

Flavored Malt These are malt-fermented beverages that are enhanced with a variety of flavors, either Beverage natural or artificial. A minimum of 51% of the fermentable carbohydrates must be derived from malted grains; and, the alcohol in these products must be 100% derived from the natural fermentation of the product.

Mike’s Hard Lemonade, Smirnoff Ice

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Draft Beer

How you serve a draft beer can truly make or break the experience of drinking it. And, since we offer 20 to 30 different drafts, we obviously care a lot about making that experience a great one for every Guest. So, what is involved in serving the perfect draft beer?

• • • • • •

A fresh flavor (just like food, beer will lose its quality over time) The perfect balance of carbonation Beer stored and served at the proper temperature Beer clean glassware Beer poured correctly Poured with a collar of foam

Your Management Team is responsible for making sure that all draft beers are fresh and stored at the right temperature in our keg coolers so that our Guests get a product full of flavor and carbonation. After that, Bartenders are responsible for pouring the perfect draft beer.

Foam Is Our Friend

There may be some who believe they are cheated out of beer when a foam collar is present. But, those who truly appreciate beer know that foam is an essential feature of a good quality beer. • • • •

Foam occurs when beer is poured and mixed with air Foam enables the release of carbon dioxide so the Guest does not take it all in A foam collar shows the quality of the beer and preserves the “mouth feel” and sensation of the beer Foam should never be poured down the drain—it is an essential part of the beer presentation A tall beer, served in our Pilsner glass, requires a 1” foam collar. A regular beer, served in our pint glass, requires a 3/4” foam collar.

Even if all of the elements just described for the perfect draft beer are in place, there is one more requirement to ensure a great beer is served to our Guests: A beer clean glass!

A Beer Clean Glass

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A glass that is not “beer clean” can ruin everything! So, before you even think of pouring that beer, make sure the glass you’re pouring it into is worthy of the liquid gold! Here’s what we mean by “beer clean:”

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No oily residue from detergents: It might look clean, but improper amounts of detergent in the wash sink or glass washer, or excess sanitizer, can leave a residue on the glass.

No grease or film from dishwasher: The glass washer in the bar should be dedicated to washing bar glassware and bar supplies ONLY. Residue from food can cause grease to build up inside the washing unit and stick to glass ware.

No odors: Odors occur for several reasons: a dirty glass chiller, dirty glass mats, sanitizer still damp on glass prior to placing in chiller, lipstick, dirt or oil residue on glasses.

No off-taste: The same issues that cause odors can also create an “off taste” in beer. Additionally, the taste can be affected by dirty beer faucets and dirty beer lines leading to the tap handles. Okay, this would be beyond gross.

A TRUE SIGN THAT SOMETHING HAS GONE WRONG? NO FOAM COLLAR! A foam collar will hold up if the glass is beer clean. (Yeah!) If a beer foam collar—or head—will not sustain on a poured beer, it is likely that one of the issues mentioned above has occurred.

You’ve already learned about the Triple Sink and Glass Washer tools you have behind the bar to ensure a “beer clean” glass. Make sure you are following those procedures carefully to eliminate any of the above mentioned situations. We’ve been leading up to this…yes, the time has come to show us your “stuff.” Believe us: There is definitely a right way to pour a beer and our Guests know it when they see it – or, rather, when they taste it! First and foremost: • Inspect the glass to make sure it is “beer clean.” • Inspect the glass for defects such as chips and cracks. • Ensure the glass is chilled appropriately. The glass temperature should be between 34°F–36°F. A glass that is too cold will cause the beer to over-foam. (A foam collar = Good! A foamy beer = Not good!)

Pouring the Perfect Beer

Your WCT will explain exactly how to pour the perfect beer and you’ll have plenty of time to practice. Study the steps below to be on your way to a perfect pour:

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• Once the glass is half full, move it to an upright position. • Don’t ever let the tap handle touch the inside of the glass. Oh, I’m sorry; perhaps we didn’t say that strongly enough: DON’T EVER LET THE TAP HANDLE TOUCH THE INSIDE OF THE GLASS!

Hold the glass at a slight angle when the tap is first opened. Imagine the tap is 12:00 on a clock. The glass should be angled making a line between 11:00 and 5:00.

Food/Beer Pairings

Guests may ask you to suggest a beer that goes well with the food entrée they ordered. Your superb knowledge of our beers and our menu items will be a big asset here. When considering food and beer pairings, there are two schools of thought: • HARMONY: One is a harmonious approach, where bold food flavors complement bold beers and lighter beers complement light fare. •

Beer of the Month

CONTRAST: The other is contrast, which may be the best recommendation at BWW. Our Guests can enjoy a bolder, more complex beer while dining on milder sauces because a sauce with less spice and less heat will not mask the full flavor of the beer. On the other hand, when Guests order wings with hot spicy sauces, a light beer will act as a palate cleanser to ensure that each bite brings a fresh new taste.

Buffalo Wild Wings offers a specific Domestic and Specialty/Import beer each month as the Beer of the Month, or BOM. Your restaurant will receive marketing materials for merchandising the specific varieties each month.

If a Guest orders a bottled beer, offer a pint glass to company the beer! By pouring the bottled beer in a glass, it releases carbonation and doesn’t allow the Guest to get full as fast. THEY’LL LIKELY ORDER MORE! 2-8

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General Bar Knowledge

OK, so beer isn’t the only beverage we sell behind our bar. (What? There’s a drink other than beer?) Given the variety of Guests who may be sitting together at the bar or a table, not to mention the variety of Guests whom you’ll be serving over the course of your shift, you’ll want to be the expert when it comes to selling and merchandising cocktails as well. When a Guest is thinking about what to order for a drink, it can be a sign that they’re open to suggestions—and you’re just the person to do that! The best way to inspire confidence that your suggestion is a great one is to sound like you know what you’re talking about! Here’s some of BWW’s general bar terminology to use when describing our drinks. Terminology

Definition

Born on Date

A calendar located near the bar that informs everyone the date a Guest needs to be born on/before in order to be at legal drinking age

On the Rocks

Alcoholic drink served over ice

A drink that is usually chilled, strained and served in a glass with no ice

Frozen

Alcoholic drink mixed in a blender (i.e. frozen margarita)

Neat

Straight alcohol poured from the bottle into a jigger and a glass with no chilling or additional ingredients involved

Tall Drink

Single liquor w/mix served in a 12 oz rocks glass

Short Drink

Single liquor w/mix served in a 7 oz rocks glass

Alcohol Free

Drink recipes that have been specifically developed to taste great without the use of alcohol. At BWW, they are handcrafted by the Bartenders and are considered a specialty and unique beverage category

Cordial

A strong, sweetened, aromatic alcohol made from fruit juice

Liqueurs

Alcohol drinks made from seeds, herbs or nuts. Usually strong, sweet and highly flavored

Cognac

A brandy distilled from white wine

Virgin Drinks

Drink recipes that are prepared and served minus the intended alcohol. This is simply a drink made using the traditional alcohol-based recipe minus the alcohol

Garnish

Items that are used to garnish or add a final touch to a drink (i.e. orange, lemon, lime, etc.). At BWW, we use certain garnishes to symbolize certain drinks

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Signature Drinks

These are offerings that have been researched, tested and chosen to become a part of Buffalo Wild Wing’s premium bar lineup. We build a Drink Menu around signature drink options that we feel will have great appeal to our Guests. [sig-nuh-cher, -choo r] a distinctive characteristic or set of characteristics by which a product is produced and recognized Those beverages we call “Signature Drinks” at Buffalo Wild Wings may take on a different preparation and presentation than typical industry standards. While the names of our signature drinks may be familiar, it is likely that Buffalo Wild Wings has taken a slight departure from traditional ingredients and preparation techniques to truly customize our offering. It’s important for you to know exactly what makes our Signature Drinks unique. When you can share that with your Guests, they’ll be pleased with the details...and you’ll sell more!

Glassware

An important part of the presentation of a BWW drink is the kind of glassware it’s served in—it’s almost as important as the recipe. Familiarize yourself with the different glassware we use for our many drink offerings. Glassware may change from time to time, so be sure to review the Beverage Spec Guide for Buffalo Wild Wings current glassware program.

Mixes and Garnishes

We’re proud of our line of drink mixers and garnishes at BWW! Once you learn the recipes and garnish requirements, you’ll be able to recognize certain kinds of drinks simply by those two ingredients. Refer to the Bar Recipe Key Ring and the Beverage Spec Card for details about mixes and garnishes for each drink.

Alcohol

Below is a list of the most common types of alcohol we serve at Buffalo Wild Wings. And, we have both “well” products and premium brands available. Bartenders will prepare cocktails with a well brand liquor product unless your Guests specify otherwise. As a Bartender, first learn about the basic characteristics of various alcohol products (see below); then, ask other Servers and Bartenders about the differences in brands so you can offer a premium product when your Guest asks for a cocktail or custom drink. • • • • •

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Vodka: A spirit that receives no flavor from distillation. It is distilled from wheat, corn or rye and sometimes potatoes Tequila: Distilled from the Agave cactus or mescal-dumping cactus. Named for a small town in Mexico Rum: Mostly imported from the Caribbean. Distilled from the mash of sugar cane or molasses and is aged in oak barrels Brandy: Generally made from grapes distilled from wine. Some are made from the fermented mash of fruits Gin: A distilled spirit flavored with Juniper and other herbs

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Wine

At BWW, we sell both red and white wine. Some common offerings are: • • • • • • • •

Regional Drink Presentations

Chardonnay: (White) Medium bodied with a hint of oak Merlot: (Red) Cherry and dark berry flavors Pinot Grigio: (White) Tropical and floral aromas White Zinfandel: (White) Hints of strawberry and watermelon Cabernet: (Red) Blackberry and black currant flavors The selection of wine will vary by restaurant We pour a 5 oz portion of wine by the glass We do not typically sell wine by the bottle. Ask your WCT if bottled wine is available in your restaurant

At BWW we pride ourselves on being consistent! When a Guest walks into a restaurant in Alpharetta, Georgia, it should look and feel pretty much the same as the restaurant in Flagstaff, Arizona. It is critical that we are being consistent to our brand, and it’s a big reason we’re so successful. But we also pride ourselves on doing whatever we can to make our Guests happy, and sometimes that means adapting our menu to local flavors or customizing an order to our Guests’ picky tastes. (Did we say picky? We meant “particular” – hey, if you want a maraschino cherry in your Bloody Mary instead of a celery stick, there’s nothin’ wrong with that!). During your POS training, you will learn how to build a drink to the Guest’s specification so that we can keep track of all the products used and reflect the true cost of those products on the Guest’s tab.

Building and Mixing Techniques

Just as we have specific preparation techniques for all our menu food items, we also have specific procedures to build and mix drinks ordered by your Guests. Here are some of those techniques: Build: Get the glass the drink will be served in; add ice, and then add the ingredients in order (to “build” the drink). This technique creates a natural layering process. Make sure to use a jigger to measure all pours. Build and Shake w/Ice: • Place ice cubes in the mixing glass. • Measure and pour each cocktail ingredient over the ice. • Place and hold a shaking tin over the glass and shake with an up and down motion—6–8 vigorous shakes. (Use both hands!) • Pour mixed ingredients along with the ice into serving glass. Build and Shake w/o Ice: Use the above technique but do not add the ice at the beginning of the process.

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Blend: Start out using the “build” technique. Once the ingredients are poured, blend the mixture with our bar blender equipment. The end result is typically a frozen cocktail.

Layer: Layering is the technique of pouring ingredients to create a distinctive line between each product. • Slowly pour the ingredient in a bar spoon • Tilt the bar spoon in and down towards the base of the glass • Always layer products in order of the recipe

Muddle: Muddling is the technique of mashing fruit or other ingredients in the bottom of a glass before pouring in the finished product. This may not be a technique for any drinks at BWW at the moment, but new drinks and presentations are always being developed.

Strain: The technique used to “strain” a cocktail starts out with the build and shake method. Once the ingredients have been well shaken, place the strainer over the rim of the mixing tin and pour contents into a chilled glass. Chill the glass by placing ice cubes and soda in the glass while the drink is being prepared. Empty the ice and soda before pouring the cocktail.

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WOW ‘em IN!...SPORTS Alrighty now! You’ve been given lots of information about Wings and Beer, and we’ve given you much to think about relating to BWW food and drink offerings. Besides all this, why else do you think herds of people come to BWW? Hopefully you said TO WATCH THE BIG GAME! That’s right—SPORTS! Scott and Jim understood early on that people were coming to BWW for more than just the wings or the beer. Crowds came to watch sporting events and Scott and Jim were cool with that! So, they decided they’d better provide “state of the art” audio visual technology (aka: kick-butt big-screen TVs and sound systems) so everyone would choose BWW to watch the big game over any other restaurant. Surely, they thought, going to Buffalo Wild Wings was better than staying at home. Now we know they were right! Most of our restaurants have somewhere between 40 and 50 television sets for our Guests to watch. And, many of those TVs are the big-screen types. Our AV systems allow us to offer a “big game” atmosphere like no one else. At any one time, we can televise just about any game—any sport, on any channel. Football? Heck yeah. Baseball? Yep. Hockey? You betcha. Soccer? GOAAAAAALLL! Final Four Division III Women’s Volleyball? Hey, if the local team is in the finals, it’s playing at the neighborhood BWW. Think about it: No matter what team you are rooting for, no matter the sport, if a game is on, you can find it at BWW.

Question for the WCT: What is an AV Tower? And, where is it?

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WOW ‘em IN!... Who are our Guests? The most important part of your job is to build a relationship with each Guest. Buffalo Wild Wings has done extensive research to understand who our core Guests are. Why? Because we want to cater to those people who frequent our restaurants more than anyone else. After all, if you were going to throw a big bash at your house for a lot of friends, wouldn’t you tailor the menu, the décor, and the feel of the party for the majority of those who might show up? Well, technically speaking, we are hosting a big ol’ party—we refer to it as the GAME-DAY EXPERIENCE—every day and every night of the week. As you identify these different Guests, you will be able to tailor your greeting to exceed their expectations. As you read through their profiles, be thinking about how you might approach, engage, and customize your particular greet to WOW ‘em IN! and be Blazin’!

Social Captains

The largest representation of our Guests is a group we call the Social Captains. Here are some of their characteristics: • Highest frequency Guest • Typically run the highest tab at BWW • Very social and love to be the center of attention; they want a unique experience • Very competitive • Like a fun atmosphere where they can meet new friends • Enjoy Team Members who interact with them • More likely to be younger males • Mix of young professionals and students This style of Guest represents approximately 42% of our business trade. Who do you know personally who might be a Social Captain? This group of individuals tend to be the social leaders of their group.

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SPORTS LOVIN’ JOES!

SPORTS LOVIN’ JOES! Who are they? • Tend to be older and male • Often married and most have children • Passionate about their sports teams • Very casual—unconcerned about fashion • Share a sense of camaraderie with their inner circle of friends • Enjoy competition from time to time • Not necessarily interested in meeting new people • Like to bring their kids out to watch sports with them • Have less interest in interacting with other Guests and Service Team Members These folks are a little bit different from the Social Captains, right? Can you think of various ways you may interact with them, and how that treatment would differ from the Social Captains?

Social Followers

Our next group, claiming 19% of our core, is the Social Followers. And, they are very different than the last two groups we have described. • Mostly female • Less likely to be married than other Guest categories • Typically have no children in the household • Somewhat social, but they stay within their own group of people • More concerned about what they will wear when going out • Want a place to hang out and eat with their friends and celebrate special events • Enjoy food, drink and restaurant variety Are you feeling creative about your approach to these special people?

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Quiet Consenters

The last segment of Guests is known as our Quiet Consenters. They make up a smaller percentage of Guests, but they are important to consider in your job as a Bartender. • Primarily older, female and married • Have teens in their household • Not into watching sports • Focused on their family so are not looking to meet new people • Look for routine in their life • Are willing to dine at BWW if that is where their family wants to go • Prefer restaurants that are family friendly and enjoy quiet conversations when dining • Not looking to meet up with friends WOW! What a variety of personality profiles. You may feel challenged by the various needs that each of these Guests are looking to have filled, but we have no doubt you can provide a Blazin’! beginning, no matter what type of Guest you interact with.

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WOW ‘em IN !...T he Relationship Begins Anyone can make a drink – it’s not exactly “rocket science.” And, while you may have been selected to be on the BWW Bartender Team specifically because of your experience behind the bar, the real reason you are here is because you’re just so darn charming! When it comes to bartending, personality trumps experience every time. Quite frankly, you are probably a Social Captain yourself! Your competitive interests may be somewhat different, but in general, you shine at being the center of attention! It doesn’t take much to begin a relationship with a Guest who’s just sidled up to the bar. A simple acknowledgement or a more involved greeting can both make an impact. Are there differences between the two? There can be, and since you will be expected to do both, think about the following:

Acknowledgement

Acknowledgement: A casual interaction with Guests; a verbal welcome, a nod, a smile, a wave You will have to do this a lot so practice, practice, practice!

You’re in the middle of a busy bar and there are Guests two deep all around. Your gut may tell you to just keep your nose to the grindstone so you can serve as many as possible, as quickly as possible. It’s good to think about working efficiently, but this is not the time to forgo a bit of the charm. Just give them something: eye contact, a nod and a smile. As long as your Guests know you see them, they will relax. Ignore them and everyone will be miserable – your Guests and you, because if they’ve felt ignored, they probably won’t dig real deep when figuring your $TIP$.

There are many times when you will get out from behind the bar and will move through the restaurant. Don’t ever miss an opportunity to acknowledge a Guest who walks by. Whether it is a “Hello!,” a quick stop to ask if a Guest is in need of some help, or just a friendly smile – make sure every Guest knows they are important. This applies to all Guests, not just the ones sitting at the bar rail or in your section! We call this deliberate act of engagement the “5 and 10 foot rule.” Whenever you are within 5 or 10 feet of a Guest, you are expected to make a connection—some how, some way, every time! When everyone takes the time to acknowledge and connect, Guests can’t help but feel special! It Takes A Team To Blaze! Of course, your biggest opportunity to begin a relationship with Guests is when they have been seated at the bar or at a table on the bar floor.

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Greeting

Greeting: A true greeting is a little more involved than an acknowledgement; it’s a more formal welcome with time to interact and determine the nature of a Guest’s visit. This interaction may take place at the front lobby, at a table in your section, or in the bar area. Always use your own style and personality to welcome Guests to BWW. Use the initial greeting to learn why your Guests chose BWW for the time being. Find ways to stand out! Let’s look at a few examples of some general greetings that have no impact, followed by some Blazin’! ideas for you.

Whenever possible, try to get your Guest’s names so you can refer to them more personally. Hearing their name during the sendoff is a real WOW for many of our core Guests.

ANY BARTENDER

“Hi, what can I get you?” (So unoriginal.) “Hi, my name is Joe and I will be serving you today.” (oh, so boring) “How are you today?” (see above) “Do you need a few minutes?” (ditto, and you have just added an extended stay for your Guests’ visits and required another trip to the table for you. Ever hear of bar or table turns?) “Did you want to place an order for food today?” (Don’t ask questions that can be answered with a “Yes”, “No”, or “Fine”. Doesn’t really encourage conversation.) “Are you doing ok, here?” (And if not, too bad?) “Can I get you another?” (What do you think?) “Thank you, come back and see us.” (Ooh, memorable last impression!)

BLAZIN’! BARTENDER “Welcome, Folks! What are we celebrating today? That calls for a very special beer! How about...” “Are you familiar with our menu or may I help you with some great choices today?” “If you haven’t gotten to the menu yet, check out our Sampler; it’s a fan favorite and offers a little bit of everything!” “Hey, how are you today? I can see by your jersey that you and I may have to go to battle. What’s your favorite poison?” “Thanks for joining us for Wing Tuesday. Now the party can start!” “Thank you for your business! I hope you enjoyed yourself today. Be sure to ask for me next time you come in.”

Seriously, everyone has heard these lines over and over again—they are referred to as “restaurant speak” and are ever so boring. Try some of the comments in the right column instead to make a stronger impression and get the conversation started: 2-18

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Find out if they are first time Guests at BWW. That would make your interaction very different.

We don’t want you to follow a script or use our training materials to tell you exactly what to say and how to say it. After all, our Guests don’t come to BWW to be served by robots—they come to BWW because of the personal, engaging, and exciting experience they’re craving. And who delivers that experience to them? You do! Use your personal style to WOW the Guest. There likely won’t be two people who interact with Guests the same way—and we love that!

Did you catch their name?

Whenever possible, try to get your Guest’s names so you can refer to them more personally throughout the meal–or at least during the ultimate sendoff. • If your restaurant was “running a wait” before Guests were seated, get the name from the wait sheet. • Don’t oversuse a Guest’s name (that can be a bit creepy to the Guest); time it so the connection is at a Blazin’! moment.

The Four R’s

The 4 R’s have been designed to help you think about the start-up of a relationship with your Guests: READ: (as in “reading” the situation) • You can change up your strategy and personalize your approach to each group of Guests with a little bit of forethought. • Assess the situation to determine what levels of involvement they may want from you. This is where your knowledge about Social Captains, Sport’s Lovin’ Joes, Social Followers, and the Quiet Consenters will be helpful. REGULARITY: Determine how often the Guests visit your restaurant. Are they regulars or is it their first time in? Is there anything about the BWW experience that a first-time Guest may need or like to know? If a Guest dines at your restaurant frequently, what are they looking for on this visit? What are their expectations?

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• Asking Guests if they have been in before will allow you to put the first-time visitor at ease while honoring the knowledge and experience of regular Guests. • Consider the unique needs and expectations of new Guests versus regulars. What do new Guests need to know that regulars don’t? And vice versa? • Asking Guests if it is their first visit also leads you into natural conversations about what you may recommend. REASON: Use what you “read” or find out about your Guests to determine why they came in. Why people are in your restaurant has a profound effect on what they are likely to order, how fast they need to be served, and what they need from You! RATE: Research (and probably your own experience) has shown that most of the factors that can destroy a Guest’s experience have to do with time or speed of service. • •

Often, Guests rate their service based on the rate of service for other Guests around them. How many times have you heard “I was here before that guy!” We know that Guests’ timing expectations are a primary influencer of return visits, and that each Guest’s expectations are unique. Doesn’t it stand to reason that your Guests’ expected rate of service is closely tied to the reason they came in?

For most people, eating and drinking can be done more quickly, more easily, cheaper, and even safer in the comfort of their own homes. Every group of Guests you welcome will be choosing BWW for a different reason…and expecting a different experience. Find out what it is and DELIVER IT!

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WOW ‘em IN!... Speed of Service Standards

You just learned that delivering the expected rate of service is one of the primary factors by which your Guests judge their experience. So, we have designed a strategy at BWW that defines just how fast is fast enough—and when certain procedures need to take place within the service cycle. Have you ever noticed in competitive sports that critical plays need to be completed before time on the play clock runs out? At BWW, we have speed standards for certain tasks, too. These service time standards are the maximum amount of time that each of these activities should take during a Guest’s visit.

Speed of Ser vice Standards READ THE GUEST, TAILOR THE SERVICE 1. THE FRONT DOOR WELCOME – Immediate 2. THE TABLE GREET – 45 Seconds 3. ENTER ORDER IN POS – Immediate 4. DELIVER DRINKS – 3 Minutes 5. TAKE ENTRÉE ORDER - ENTER ORDER IN POS 6. N.O.W. DELIVER THE TASTE – 10-12 Minutes 7. CHECK BACK – 2 Minutes/2 Bites 8. DELIVER DESSERT 9. WOW ‘EM OUT! 10. RESET TABLE FOR NEXT GUEST – 2 Minutes

A Team Member committed to Blazin’ Service! and Blazin’ Taste! will blow these standards out of the water and post competitive records of their own.

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WOW ‘em IN!... Steps of Service Standards

There are several expectations we have of our entire Service Team that need to be executed at every table—specific appetizer, beverage, meal and dessert recommendations, information about special promotions or Limited Time Offers, and offers for media playmakers and other game devices.

BWW Steps of Service 1. THE FRONT DOOR WELCOME – Immediate WOW EM’ IN 2. THE TABLE GREET – 45 Seconds When Guests are in a hurry combine Steps 2 & 5 Flag the table with bev naps Offer BOM, Coke, or other food/beverage specials Share news about a Limited Time Offer or test product Offer Buzztime® or PlayporTT™ devices 3. ENTER ORDER IN POS – Immediate Use Pivot Point entry process Always use Guest Count and "No" Beverage Button 4. DELIVER DRINKS – 3 Minutes Team delivery service (NoOrderWaits) 5. TAKE ENTRÉE ORDER Make specific entrée recommendations Offer side options, 'extras' and 'shareables' Always repeat the order back to ensure accuracy Enter order in POS immediately 6. N.O.W. DELIVER THE TASTE – 10-12 Minutes Team delivery service (NoOrderWaits) Ensure Guest satisfaction before leaving the table 7. CHECK BACK – 2 Minutes/2 Bites Offer refills! Plant seed for specific dessert 8. DELIVER DESSERT Drop check/Handle quickly Explain GEM survey if invited on receipt 9. WOW ‘EM OUT! Thank Guests..invite them to return..give them a reason! Explain upcoming promotions and events 10. RESET TABLE FOR NEXT GUEST – 2 Minutes Teamwork!

•

Great Guest service is not just about speed—though you need to think about being prompt at every turn.

•

The Steps of Service are a guide to help you manage the flow of service to each Guest. You may have to make adjustments after determining the Guests’ exact needs.

• When Guests are in a hurry you will want to combine some of the service steps.

YOU decide how to creatively work these into your delivery with each group of Guests.

The most important thing for you to remember is that you should always tailor the service to meet Guests’ needs. That will require finding out just how you can provide the best experience ever. Your first visit to the table should accomplish this. Your WCT will demonstrate these steps of service for you as you follow and watch. Our Drink Menu has been designed to showcase special offers and promotions that cannot be found on our regular menu. While you don’t want to let the Drink Menu do the talking for you, physically presenting this menu to your Guests, so they can see what else BWW has to offer, is a requirement. 2-22

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Lunch...T he Need For Speed! All of the service time mandates and the service steps you have just studied are required for the typical BWW Guest’s experience. We do need you to consider, though, our lunch daypart, which likely attracts many that are on a limited time schedule and must get to and from the work environment quickly. So, are you thinking about how you can “bring it” the way the Guests need it? Well, start thinking because you may very well have to turn on the speed over lunch! After a pleasant greeting and your introduction, immediately ask your Guests, in your most creative way, whether they are on a limited schedule for their lunch visit! We don’t expect you to forego your awesome personality and service techniques—only that you demonstrate them in an expedited manner. Guests in a hurry will appreciate your concern for their schedules, and will know they can choose BWW whenever their time is of the essence! • There may or may not be a special “lunch program” to offer Guests at your restaurant. But, you can still provide “lunch in a hurry” and make it special! Unlike the leisurely dining experience, where every step of the cycle entails a new trip to the table, or gesture at the bar, you will need to combine many of the service requirements into the very first table touch to provide a Blazin’! Lunch Blitz!

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•

Make sure you make recommendations for menu items that can be prepared quickly for those in a rush. A Burger or a Grilled Chicken Sandwich could take up to 12 minutes—while many of our Salads and our Wraps—not to mention our Wings—could fly out of the kitchen with lightning speed.

• TEAMWORK is critical over the lunch daypart. Everyone will have to help in order to give Guests, with limited time to enjoy a meal, the best experience possible. • Ask if your lunch Guests wish to have “separate checks” before you begin taking orders. This will start your POS process out on the right foot! • Personal organization is key! Work your station by doing figure 8’s through the key pick-up and delivery stations constantly. You won’t miss anything with that kind of forward motion!

The Lunch Blitz... Built for Speed!

Ask your Guests what kind of a time line they have for lunch—and respond appropriately! When GUESTS are in a hurry...

D! BUILT FOR SPEE

LUNCH

BLITZ

OF A HAT K IND G UESTS W SK YOU R HAVE FOR LUNCH A S AY ALW E THEY riately. TIME LIN ur service approp AZE! r yo ilo AM TO BL ta TE d A an ES … K TA IT … ry in a h ur about ESTS are ly! Inquire Wh en G U immediate best seating to TS ES U G G e IN in ME INCOM e in a hurry, determ : WELCO 1. TEAM eline. If Guests ar r speed.” fo eed their tim ate their “n IC accommod IDE SP ECIF s, entrees, and sit…PROV er the first vi verages, appetiz s are ready! If n O S: ER Guest S for be 2 . SE RV R if your ENDATION R ECOMM ts. TAK E THE ORDE er ss . de s, even Y soon gs, Salad back VER ickly! Win l of our not, come epared qu ra pr ve se be d n that ca Salsa an end items Chips and • Recomm ps and Buffalitos, ra W t s. mos bar ness item oking and Lunch Mad the food co epare any et G ! ly te pr media are in, ORDE RS im the orders 3. R ING IN s working! Once ly—and serve! te ge ia ra ed m beve that are l drinks im ded items non-alcoho recommen ter the order was u yo If ! E HOH soon af ATCH IN TH g for them 4. K EEP W u should be lookin yo k, ic qu ssary placed. ks as nece Refill drin .! t .W .O N This is no FOOD E CHECK ! ow 5. SE RVE d DROP TH eds! Let them kn an ) s! te ne 2 bi CK (after e Guests’ pass up dessert! th BA g K in EC at t 6. CH accommod they can’ rude—it is e by if they decide r os ’t stray fa cl e ar u yo TE LY ! Don IMMEDIA ady to finalize the T EN M Y K PA . Be re E THE CHEC delivered 7. HANDL e check has been th n ! he P w A yment AS Guests’ pa EM’ 8. WOW

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OUT

LUNCH

BLITZ

SPEED TIPS

um . n d m a xi m – 30 se co the 5 and 10 Foot te ia ed m r membe R EET: Im e front, re L G UEST G 1. IN ITIA ors, always face th do n • Ope th at ? n yo u to p Rule for d m a x. Ca a one stop shop n co se 5 4 s— BLE GR EET: e-combine all step TA L IA IT 2 . IN e tabl ggestions t their tim making su ! • Find ou s! hen when Point order taking st tc ki ue e G th e th of ot ? Use Piv condition e ks th ec w ch no rate • K need sepa t • Do they Guest coun mediate ly rs at a time – use Im S: R DE OR s’ orde 3. R ING IN e group of Guest on ot • Ring in ectly li ve ry – n info corr e dr in k de D: 3 m in ut EL FI G IN PLAY G E YOU R the HOH 4. MANA gh at lu n ch ! ation and fa st en ou g between your st ll hands out fu in in, mov full hands ing it every time • Keep av organized; • Keep ur station before le en tree s! yo mum fo r • Scan in ute m a xi m 2 1 7time to .W.: runners! FOOD N .O meal. No 5. SE RVE Members are food ed to begin their ne • All Team uests have all they G • Ensure re! bites for a waste, he ake it two 2 bi te s - m or es ut for m in e close by BACK : 2 sts you ar e! 6. CHECK uest experience! ue G ur yo ic rv re Blazin' G !! But assu and for Dessert se s THE CHECK • DROP tional service need io n s l tran sact any addi H an dle al MENTS! Y PA R FO T N EY E OU ctions sh transa 7. K EEP A te ly ck! for easy ca ange; give it all ba d ze ni immedia ga or ch nk ed ba ne s sh st ns ca • Keep k whether your Gue it card transactio ed as • Don’t Guests a pen for cr a ld prov ide • Provide Te am sh ou ne on th e yo er Ev ‘EM OUT! 8. WOW bye! Big G oo d-

Bartender Chapter Chapter 2: WOW 2: WOW ‘em ‘em IN: The IN!: GAMEPLAN The GAMEPLAN

Big Parties

Managing your Playing Field!

BWW is a great place for large groups of people to watch sporting events together. Since they came together, they undoubtedly want to be seated together. To ensure the best service possible, we assign two Servers to take care of tables of eight or more. This helps everyone have a better experience – Servers, HOH, and most of all, Guests! Make sure you inform the MOD when you seat a large group, so they can help assign the appropriate number of Servers. It goes without saying that you will often have to juggle a lot of balls in the air when your restaurant is rockin’! Following the Speed of Service and the Steps of Service plans that we have designed for you should help you stay organized. Remember, Guests want prompt and attentive service. Because you may have responsibility for both the bar rail and the bar floor, think about the following: Tips to help you “manage your playing field”: • Enter orders in the POS system immediately. • Before you can deliver a drink to a Guest, you must enter the order into the POS so you can deliver a receipt. • Entering multiple Guests’ food orders in the POS system at one time negatively impacts the HOH and creates a longer waiting period for Guests to receive their meal. • Multi-task and use your time wisely. • As you move through your station, glance everywhere to see if refills or other services may be needed. Then, you can make one trip back to home base to gather or prepare what you need. • Offer refills before Guests’ beverages are empty. Then, you have bought yourself a little time, and the exchange of a fresh beverage for a dirty glass is timed just right! • Acknowledge a new group of Guests immediately and let them know you will be with them right away. The initial acknowledgement buys you a little time before a formal greeting can be made.

• Pre-bus anything you can off the bar top and all tables.

• Keep your Guests updated on their meal order status. If it seems to be taking an extended amount of time, find ways to take their minds off the wait. Those Buzztime™ Playmakers or PlayporTTs you offered earlier may be just the ticket! * * * * * Well, you’ve learned a lot in this section about what it will take to make a great first impression with Guests! A great beginning will definitely set you up for continued success! Let’s put all this knowledge to more work.

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Chapter 3: QUENCH & ASSIST: The GAMEPLAN

WHAT YOU NEED TO KNOW 1. INFLUENCE TO BUY! Giving the Guests what they really want. 2. HYDRATE THEM RESPONSIBLY! Responsible Alcohol Service (RAS) 3. EFFECTIVE ORDER TAKING This is pivotal!

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Quench and Assist Guests love to buy, but hate to be “sold”. Consider the difference between dealing with salespeople compared to people’s love for shopping. Both events end in a purchase, so what’s the big difference? The answer is “the approach.” Sellers are perceived as pushy because they will do or say anything to get you to buy their product. When you feel like you’ve made that decision on your own, however, you feel good about your purchase. It’s a fine line but it makes a huge difference to the buyer.

Truly successful salesmanship comes from making a connection with the buyer. When you engage in real conversations that discover the needs, preferences and tastes of your buyers, you can pair them with just the right products and services.

This chapter is devoted to helping you understand that merchandising the great products Buffalo Wild Wings has to offer is a way of providing Blazin’ Service! rather than just racking up a few sales. (Not that racking up a few sales is bad—in fact, it’s perfectly okay for that to be a motivating factor in how you do your work!) And, what could be more inspiring than knowing that our Guests begin thinking about the size of your tip based on the total check average. Racking up a few sales simultaneously racks up the amount of your tip! (Did I hear mo-ti-vat-ed?)

Giving Guests What They Want

As a Bartender, your job is to make sure your Guests get what they want, especially when it comes to food and beverage choices. Guests at Buffalo Wild Wings order a lot of food at the bar and on the bar floor. There are several ways you can assist Guests in making their decisions:

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• • • •

Provide knowledge about food and beverage items Use suggestive selling Ensure Guests know about specialty and promotional items Share recommendations of your favorites

You’ll undoubtedly have regular Guests who know exactly what they want and will order just that every time. In fact, these folks might not even open up the menu—they know what they want and they won’t even think of ordering anything else. There’s nothing wrong with this—hey, these regulars are great Guests! But, you can make their visit to BWW even better by providing “new news” about specials or recent additions to the menu.

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It may not make a difference today but could plant a seed for a different meal or beverage experience tomorrow. You’ll also have Guests who are at BWW for the first time (shocking, we know!). You may end up spending a little more time with these Guests but you’ll find it time well spent. When they leave Buffalo Wild Wings, they will be raving about their experience with the restaurant—and with YOU!

Suggestive Selling

As you become more familiar with the BWW menu, you’ll find it much easier to merchandise food and beverage products. In the meantime, because we want you to make specific suggestions to all your Guests, pick one or two items in each of the following categories that you feel most comfortable with, and use them to practice some creative sales techniques. •

Alcohol-free beverages: BWW offers great handcrafted alcohol-free beverages for those who are under the legal drinking age or who are not in the mood for a beer or cocktail. And, we proudly serve CokeTM products at BWW for a soft-drink option.

•

Beer & Signature Drinks: BWW is about beer. The more you know about the kinds and styles of beer we offer, the more likely you’ll be able to add beer sales to the Guest’s check. And, the more you know about all of our drinks—beer, signature, and otherwise—the better experience you can offer your Guests.

•

Appetizers or Desserts: Sometimes Guests are so focused on the meal they forget about appetizers and desserts! Make your Guests aware of our offerings by describing specific items or special promotions. “Shareables” are often an easy sell because if one person is reluctant to place an order, you can offer something the whole table can share.

If you want to sell something...SHOW IT OFF! Walk especially delicious drinks and menu items down the bar or through your section to entice your Guests.

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Paint a Picture: Describe menu offerings in a way that paints a mental picture for our Guests. Using descriptive words like fresh, hot, spicy, delicious, fan favorite, my favorite, juicy, creamy and chocolaty, etc. will entice Guests even more.

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Specials and Promotions: It is imperative that you know what current specials and/or promotions are going on in the restaurant. There may be marketing elements that describe certain items but do not let the materials do the talking for you. Point out new menu items or special promotions to your Guests and talk them up! 3-3

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Quench and Assist

Offer Specifics: Regular Guests may know what they want to order but sometimes they may be undecided or feeling a little adventurous. Take advantage of this! Be specific about what you suggest. Don’t say, “Everything is good,” or “I like our salads.” Pick a few of your favorites and describe them in detail, telling the Guests what you specifically like about each item.

Regular Guests often want to know what is new in the restaurant. First-time Guests need to know what menu items and drinks are most popular and what we are famous for. (Hint: it’s the menu item mentioned in our company name!) If Guests imply they are hungry for a certain type of food, point them in the right direction and show them their options. Guests who ask, “What’s good here?” aren’t really asking if we have good food… they’re asking for help in making a decision! This is a great time to ask them a couple of questions:

“How hungry are you?”

“Do you like spicy food?”

“Do you like a variety of tastes for an entrée?”

“Are you trying to decide between a few items that sound great?”

Their answers to these questions will help you match them up with just the right item.

Never approach a table and ask, “What can I get you to drink?” Always recommend a premium beverage by name. Suggest a drink that you like or that is popular. Try something like, “Boy it’s hot today! Who could use an ice-cold beer or a margarita?” When you use this approach, you’ll see your check totals increase–and your tips, too! First-time Guests need to know what menu items and drinks are most popular and what we are famous for. (Hint: it’s the menu item mentioned in our company name!)

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Responsible Alcohol Service (RAS)** Quench and Assist... but Do it Responsibly!

Our top priority is to ensure Guests have a great time at BWW. Part of every Team Member’s responsibility to provide that “great time” is to ensure the environment is safe for everyone.

During your training you will be required to complete any and all of Buffalo Wild Wings Responsible Alcohol Service program requirements. This may include participating in both an in-house program as well as a facilitated workshop outside of the restaurant. Certification requirements will be a condition of employment. If you have not completed all RAS requirements, you will not be eligible to work shifts in a Front of House position **.

• If you live in a county or state that requires a different responsible alcohol program, you must comply with those certification standards as well.** **These RAS requirements are mandated for all company Team Members. Franchise organizations may have alternate RAS policies.

Question for the WCT: What are the RAS requirements I will be required to complete? Checking IDs

It is your responsibility to check the IDs of any Guests ordering an alcoholic beverage who appear to be under the age of 40. If you are not sure if you should “card” someone, just DO IT! If in doubt, ask to see the ID of everyone at the table—yes, even the gentleman who looks like he could be your grandfather! (Just say you need to know his astrological sign so you can better serve him!) If you have doubts or concerns about the authenticity of an ID, inform your MOD immediately so he/she can help with the situation. Some widely accepted IDs include (verify with your MOD because state regulations may vary): • Valid Driver’s License (not expired) • If you have a Guest who is from another country, you must ask to see a valid and current passport before serving them alcohol • Valid State issued non-driver’s ID (not expired) • Valid Passport (not expired) • Valid U.S. Military ID (active duty)

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Steps to Follow When Checking IDs

1. Allow the group to order beverages 2. Request IDs from each person who orders an alcoholic beverage who looks under 40 years of age. Request that each ID be removed from a wallet so you can check both the front and back of ID. • Birth Date (must be 21 years old) • Expiration Date (Expired means this ID is not valid) • Lamination (Is it torn or damaged?? 3. If you have reservations, ask for a second ID or get the MOD 4. Never leave the table before requesting the ID 5. If you still have doubts, DO NOT SERVE! Notify the MOD immediately.

Underage Consumption

There may be times when an underage Guest will try to order or consume an alcoholic beverage at BWW. Some signs of an underage Guest attempting to consume alcohol are: • Guest appears nervous, doesn’t make eye contact and may table hop • Guest proclaims he/she is a regular or friend of a Team Member • Guest is absent when group orders for him/her • Guest uses an empty glass to imply he/she has been served earlier IT IS ILLEGAL TO SERVE AN UNDERAGE OR INTOXICATED GUEST Penalties and liabilities for improper alcohol service (under age and over-service) may be assigned to both the restaurant and the person providing service.

Signs of Intoxication

As a Bartender, you must monitor your Guests’ alcohol consumption at all times. You need to look for signs of intoxicated Guests as they enter, dine, and leave our restaurants. If you notice any signs of intoxication, inform the MOD immediately so he/she can monitor and respond to the situation appropriately. There are four common behavioral changes that occur during intoxication, including (this list is not all inclusive): • • • •

Lowered Inhibitions: The person may act as if he/she doesn’t have a care in the world. He/she will most likely not be afraid to do anything. Impaired Judgment: An intoxicated Guest may make bad decisions or act in a way that is not typical of a sober Guest. Sluggish Reaction Time: When someone is intoxicated, his/her reflexes and reaction time may be much slower than when sober. Deteriorating Coordination: A Guest may become clumsy, stumble, stagger or sway.

It is sometimes not the behavior itself that is a sign—very often it is the “change” in behavior that is key.

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You play a vital role in making sure our Guests are drinking safely. What you observe and how you respond will ensure that BWW is a responsible alcohol provider. As a server of alcoholic beverages, if you notice behaviors that might indicate that someone is intoxicated, you can respond by slowing down service, offering alcohol-free beverages, suggesting that the Guests order food, or any other means to reduce/eliminate the rate of consumption of alcoholic beverages. Effective and timely communication between all Service Team Members and Management reduces the possibility of a Guest becoming intoxicated in the first place.

Reasonable Effort

The law requires that Servers and Bartenders make a reasonable effort to prevent intoxication of Guests, prevent the sale of alcohol to minors, and intervene if a Guest becomes intoxicated. Some examples include:

• • • • •

Offering food Offering alternate transportation Discontinuing alcohol service Checking IDs Documenting incidents

When you are in doubt about an alcohol-related procedure or situation, get an MOD involved immediately. With the fun atmosphere at BWW, it can be easy to get distracted from monitoring your Guests. Even though we want all of our Guests to have fun, we cannot compromise safety or responsible alcohol service. The most effective way for us to avoid difficult situations is to follow these two rules: Check IDs and do not over serve!

Last Call

Every night, one-half hour before close, all Service Team Members must offer Guests an opportunity to order their last beverage of the evening. It is important to allow the Guests that entire time to consume their beverage, so taking last call orders should be timed to accommodate our late-night Guests. Buffalo Wild Wings last call policy only allows for service of beer and cocktails. Under no circumstances are you allowed to serve “shots” as a Guest’s last call choice. Last call for “shots” is one hour before restaurant closing.

Quench and Assist: Taking Food and Beverage Orders

Let’s get down to the mechanics of order taking. There is both an art and a science to our method of taking a Guest’s order. First:

Lay down a beverage nap or a BWW coaster in front of each Guest. 3-7

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Second: Help your Guests make a great choice for a beer or cocktail. Third: Ring in the drink in the POS. Fourth: If the Guests are sitting at the bar, deliver the drinks and the receipt. Of course, if your Guests are in a hurry, you will want to take a food and beverage order at the same time. When Guests are sitting at the bar, deliver every drink order along with a receipt that is placed in front of the Guests. If Guests have requested to run a tab, make sure you secure a credit card for their purchases. Every Guest’s order must be entered under a separate Guest Number in the POS system. This includes food and beverages. “Guest counts” and matching food and beverage orders are important for several reasons: • We can keep track of how many Guests are in the restaurant every hour in every location

• Guests are able to pay for their meals separately (Guests LOVE this!)

• It provides accurate accounting of a Guest’s meal and beverage history so the Guest check is added up correctly • Management and hourly Team Members are able to monitor alcohol consumption by Guest

Running a Tab

Guests sitting at the bar rail may often want to “run a tab” so they do not have to pay for each beverage and food transaction separately. Bartenders may collect a credit card for this purpose to store the credit information in the POS. Once this information is entered, hand the credit card directly back to the Guest. Even when you have secured information that will provide security to ensure the bill gets paid, you must still provide a current receipt to each Guest after every new transaction. Your WCT will show you how to store the Guest’s credit card information.

Pivot Point Order Taking

Bartenders will often be responsible for taking orders at tables on the bar floor. So, you must know how to effectively take orders so food delivery will be of the Blazin’! nature. Once you’ve offered all of your personalized recommendations to your Guests, it’s time to take the orders. Remember, each Guest’s order will be entered into the POS separately.

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Three things to keep in mind:

Guest Seating Arrangement: Where Guests are sitting at the table will dictate the way information is entered into the POS.

POS Order Input: Entering orders into the POS will dictate how they appear on the printed receipt in the HOH.

Order Of Printed Receipt: The order of menu items on the receipt will dictate who receives what item.

And all of these variables begin with the concept we call THE “PIVOT POINT.” Pivot Points are determined using two methods:

Method #1 If a table or booth touches a wall, the pivot point is determined as follows: 1. Stand at the end of the table facing the wall. 2. The chair or seat to the immediate left is the pivot point. (Guest #1) 3. If the pivot point (Guest #1) seat is not occupied, the next occupied seat in a clockwise rotation is Guest #1. 4. Guest #2 is the next occupied seat in a clockwise rotation. 5. Repeat process until all Guests at that table are accounted for.

Method #2 At a free-standing table (one that is not touching a wall) the pivot point is determined by the placement of the table caddy. Guest number one is located to the left of the caddy. (Guests may move the caddy when seated, so your reference point should be where the caddy is placed before the Guests are seated. This is often the chair closest to the front entrance as well.) 1. Stand at the end of the table between the Guest and the front door. The chair or seat to the immediate left is the pivot point. (Guest #1) 2. If the pivot point (Guest #1) seat is not occupied, the next occupied seat in a clockwise rotation is Guest #1. 3. Guest #2 is the next occupied seat in a clockwise rotation. 4. Repeat process until all Guests at the table are accounted for. 3-9

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P P

When you take orders at the table, designate on your order pad the Guest number next to the meal order.

IMPORTANT: Assigning a number to each Guest at the table for POS purposes does not mean you have to take meal orders in that sequence. In fact, sometimes it is to your benefit to take orders out of order! Read the Ways to Blaze! idea on this page to understand why. Very often, the first person that orders sets the trend for the entire table. If the first person orders iced tea instead of a beer, cocktail, or other premium beverage, chances are much greater that the rest of the table will follow that lead. Instead of letting seating position dictate those all-important first orders (e.g., starting the ordering with Guest #1), try to identify the Guest who will begin a more profitable trend. Start by finding out who would like a premium beverage, appetizer, salad or dessert, and then watch as more of the other Guests follow that lead.

The whole reason for Pivot Point Guest assignment is to avoid auctioning off food items when serving meals from the HOH (e.g., “Who gets the Chicken Sandwich?” vs. “And here’s your Chicken Sandwich. Enjoy!”) If you enter the order correctly into the POS, items will print out in order of your pivot point positions. Then, anyone on your Team can deliver the meals to your Guests in Blazin’! fashion. In other words, they’ll know exactly what food item is to be placed in front of each Guest.

Positive Reinforcement

Everyone likes to be given words of encouragement and positive reinforcement. Once a Guest has ordered, respond to their choice in a positive manner! Some responses might include:

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• “Excellent choice! The Buffalitos is one of my favorite meals, too!” • “The margarita is a perfect choice!” • “The Sampler is one of our best selling appetizers. You will love it!”

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Offer More...

Another great way to increase the Guest check total and potentially increase your tip is to suggest side items and “shareables” when appropriate. A few examples are: • • •

“Has anyone tried our Wild Flatbreads before? If not, you should really order at least one for the table to share. The house favorite is our Buffalo Chicken…it’s like getting spicy wings, celery and Bleu cheese dressing on a flatbread crust. It’s awesome!” “While everyone is looking at the menu, should I bring a Chicken Queso Dip to tide you over? I can get that to you really quickly.” “Our onion rings are the best around. Would you be interested in sharing a basket?”

As always, be sure to personalize your responses and make them unique. (And if you’re not hungry just reading this, then you...well, you must have just eaten at BWW!)

Can You Hear Me Now?

When coaches design special plays for players on a team to execute, they want to know that the players heard and understood what was said—they want some form of acknowledgement. In the same way, it is extremely important to repeat orders back to Guests. It helps put their minds at ease and gives them confidence that the orders they placed will be delivered exactly the way they want. For example, if a Guest orders a wrap without pico, make sure to include that special note when repeating the order back. Not only will that help put the Guest at ease, it will ensure that your entry into the POS system is correct, too! Always repeat orders back to every Guest!

Plant the Dessert Seed

As Guests are ordering, remind them to save room for our outstanding desserts! You might want to list off a few of your favorites. Let them know they won’t want to pass up the opportunity to indulge in a tasty treat to create the perfect ending to their BWW experience. All service Team Members are required to offer a specific dessert. But, the recommendation does not always have to take place at the end of your Guests’ meals. Be a little creative—offer a special recommendation at the beginning, and drop “reminders” throughout your Guests’ experience. *

You’ve learned a lot so far—now it’s time to see how you play in a scrimmage. Don’t worry…we’ll coach you through it.

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Chapter 4: N.O.W. DELIVER THE TASTE: The GAMEPLAN WHAT YOU NEED TO KNOW 1. THE PATH OF HOT & STEAMING WINGS From Grill to Guest 2. IT TAKES A TEAM TO BLAZE! The Team Delivery Process 3. BEVERAGES ANYONE? All the particulars about beverage service. 4. TAKEOUT Taking it to the “streets”.

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N.O.W. DELIVER THE TASTE You’ve done a great job learning all the particulars so far. N.O.W. it is time to talk about delivering the results! Just in case you were wondering, N.O.W. stands for “NO ORDER WAITS!” At Buffalo Wild Wings we work on the Team Delivery process. Guests do not care who serves their beverages or their meals, just as long as they get them promptly, prepared correctly, hot food hot--or cold food cold as ordered, and served graciously. So, no food orders should sit in the window waiting for a certain person. It is all about the Teamwork—remember, It Takes a Team to Blaze!

Bar Food Service

From POS to Production Area

Bartenders aren’t expected to come from behind the bar and into the HOH to pick up food orders as a general rule. This is where the Team can – and does – really help you out. And this is why the Pivot Point system is so important: It helps everyone give great service to your Guests on and around the bar by knowing exactly who ordered what. Whether Guests called in an order for takeout or are sitting at a table in the dining room or bar, serving their meal requires special attention. Let’s break it down: • • • •

Outside Expo

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When Team Members enter menu or beverage items information into the POS, the HOH is notified through service area printers or KDUs— kitchen display units. The bartenders receive orders from a ticket printed. A hard-copy ticket is created in both of these situations so everyone knows what the order entails—and where it goes. (This is why it is critical to know your table numbers and bar seat numbers and include accurate Guest count information into the POS.) When orders have been completed in the HOH, the ticket is used to “tray up” in-restaurant orders or package takeout items accurately. In the bar area, the tickets are placed next to the drink order when the order is complete. The ticket will be stabbed on the spindle when Servers pick up their drink orders.

Remember, Outside Expo is both a position and a person. This position is located on the outside of the HOH where all the food orders hit either the heat lamps or cold-side storage areas. The person working in this position insures all orders are complete and accurate, and are accompanied by additional items as necessary or requested. Once orders are complete, the Expo will either tray them up or bag them for takeout.

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TWO KEY SERVING CONCEPTS: ALL FOOD MUST BE SERVED FROM A TRAY! AUCTIONING OFF FOOD IS NOT COOL! With these two concepts in mind, let’s review the steps that are taken when the HOH Team places the hot and steaming food in the “window.” 1.

The Outside Expo Team Member places all completed food orders on a Tray. Tray jacks may be available to support big order deliveries. Trays should never be placed on a nearby table or on the bar to rest while food is being served.

The receipt is placed on the tray as a reference for the Team Member. And, (this should come as no surprise!), the first order printed on the ticket will be associated with the Guest sitting in the #1 position at the table or booth. The second order on the ticket will be associated with the Guest sitting in the #2 position. We could say “and so on,” but you probably get the idea!

3. Anybody who commits to serving food should go through a silent check list before leaving the Expo station:

• • • •

Does the food look right? Is the hot food hot and steaming? Is the cold food cold? Is the plate presentation correct?

If the answer is no to any of the above questions—STOP. We do not deliver any product to our Guests that is below standard.

Meal orders can be placed in front of the right Guest without asking, “Who ordered this?” More importantly, it means the Guests feel important because the Server knew exactly who received the various food orders. And THAT’S delivering personalized service.

4. When placing the food item in front of the right Guest, describe the menu item one more time to confirm the order. Set the plate down so that the entrée—or protein—is in the 6 o’clock position in front of the Guest. This is one way we put our best face forward!

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Once the entire meal has been served, don’t forget some critical finishing touches! • Scan the table to make sure the Guests have all appropriate utensils, boats, condiments, etc. so they can start their meals immediately. • Look for beverage refill opportunities. Even if it is not your table, it is a wasted trip if you leave without anticipating the Guests’ needs. • Ask the group if there is anything else they would like or need. If they say, “Yes,” and it’s something you can do, then do it! Otherwise, tell their Server what they need. • When leaving the table, let the Guests know that you will be right back with whatever they asked for, or that you will let their Server know about their needs. And then, do what you told them you’d do! •

Leave them with a friendly salutation, such as, “I know you will enjoy your meal—you ordered my favorite,” or “Please let us know if there is any part of your meal that isn’t exactly what you expected,” or simply, “Everyone, enjoy!”

BEVERAGES/REFILL SERVICE Guests get thirsty at BWW, so you’ll undoubtedly prepare a lot of drink refills. We offer free refills on all soft drinks, iced tea, and water. There may be other beverages we provide free refills for—ask your WCT. Bartenders will prepare and serve all of their own beverages. Bartenders will prepare specialty alcohol-free beverages, cocktails and beer, and place these drinks in the service area of the bar for Servers to pick up and serve.

Soft Drinks

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We proudly serve Coke™ products at Buffalo Wild Wings and you should mention that during your first interaction with the Guests. If Guests ask for Pepsi, let them know we serve Coke™. Many people have a strong preference for one or the other and would like to be informed.

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Soft Drink Service

Iced Tea Service

• • •

We serve fresh-brewed iced tea in most locations and may offer both a sweetened and unsweetened product. • Fill tumbler full to the rim with ice. • Fill iced tea product to 1/2” from top of glass. • If requested, add lemon wedge to rim of glass. • Serve with a straw. Do NOT open the wrapper!

Fill tumbler to top of Coca-Cola™ logo with ice (2/3 glass). Fill soft drink to 1/2” from top of glass. Serve soft drinks with a straw. Do NOT open the straw wrapper! Hands should never touch food or drink contact surfaces.

Refills are served at no charge. Refills must be delivered in a fresh glass with fresh ice and product.

Water • Fill tumbler to top of Coca-Cola™ logo with ice (2/3 glass). • Fill water to1/2” from top of glass. • If requested, add lemon wedge to rim of glass. Refills are served at no charge. Refills must be delivered in a fresh glass with fresh ice and product.

If you time it right, a beverage refill should appear when the Guest is down to the last sip of the original drink. Then, you can deliver the new beverage and take the dirty glass with you. That’s Blazin’!

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TAKEOUT ORDERS Occasionally your bar Guests will place takeout orders with you. When you learn the POS procedures, you will notice that there are specific steps for placing takeout orders. Everyone helps prepare takeout orders for Guest delivery. You probably won’t have to get involved in this action often, but you should know how to do it. And, as you might suspect, there is a knack to this, too.

• Hot food should be bagged separately from cold food (i.e. salads, ice cream, dressings, coleslaw, pickles and celery, etc.). • All food containers must be labeled--unless there is a transparent cover.

• Sauce stickers must be present on all covers and lids for easy item identification.

• Items must be placed in the bag so the bag will stand upright.

• Bag should be packed carefully so that portioned containers of sauces, dressings, and coleslaw will not open and spill. •

Every order receives the plastic equivalent of our dining room flatware roll-up. That means a napkin, a fork, and a knife. All are placed inside the takeout bag. Wetnaps are provided with Traditional Wings and Rib menu items.

Packaging materials will change from time to time. Make sure you understand which containers are currently used for takeout menu orders, and what condiments and supplies will be placed inside each bag. You will also be expected to learn about proper container labeling requirements. We want our Guests’ takeout experience to be just as Blazin’! as if they were dining in the restaurant.

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The last step is to tape the ticket to the outside of the bag. Often, there will be a promotional sticker that can function as the tape. Some restaurants use a Takeout Checklist sticker that serves as the tape. In that case, fill out and initial the checklist before sticking it on the bag.

Takeout Quality Check By:_______________________ o All items in take-out bag and are to BWW standards o Hot and cold items bagged separately o Specified condiments/utensils in bag o Labeled take-out menu and promotional items in bag o Guest satisfaction met before leaving the building

Delivering Takeout Orders to Guests

Once the order is double-checked for accuracy, it is time to deliver the finished product!

• Show the Guest the containers for each item ordered.

• •

Ensure all utensils are available and ask the Guest if they need additional condiments or supplies. If there is a promotional packet or material in the bag, explain it to the Guest.

• Ask if you can do anything more to make the Guest’s takeout meal Blazin’! And, always thank Guests for choosing BWW and give them a reason to return. OH! We almost forgot, but we don’t want you to forget…If you collect a pager from a Guest, return it immediately to the charger.

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Chapter 5: ARE WE BLAZIN’? The GAMEPLAN You can always find ways to be a Team Player. Help provide that memorable experience for every Guest!

WHAT YOU NEED TO KNOW 1. TIPS A new way of looking at them. 2. BLAZIN’! IDEAS What Guests have said about awesome service! 3. GUEST COMMENTS You are empowered! 4. LIFT Learn to turn “loss” into “loyalty”.

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ARE WE BLAZIN’!...T IPS? In the past, common understanding about the restaurant business was that a sure-fire way to ensure good service to the Guest was to promote the idea of tips as a reward to the waiter or waitress who delivered that good service. In fact, the word “tips” supposedly was an acronym for “To Insure Prompt Service”. We now know that promptness, all by itself, is not enough to WOW anyone. Knowing that Bartenders are highly motivated by the tips they receive (yes, you would agree?), we would like to offer up a more accurate translation for TIPS: T Treat Me Like a Regular I Increase My Check P Personalize My Service S Stand Out! Now, isn’t that closer to describing a great Guest experience at Buffalo Wild Wings? This whole Playbook has been designed to provide information and strategies that support each one of these concepts. When you get more tips, it’s validation that you and your fellow Team Members are Blazin’! The best way to figure out just how well you’re delivering great service is to ask the person who knows this the best: YOU! At the end of every experience with a group of Guests, do a self-assessment using the points above. How did you do? T I P S

Did you make every Guest feel special and at home at BWW? Did you make offers and recommendations that would increase the total of the guest check? Did you spend time determining the reason for your Guests’ visit, and tailor the experience accordingly? Will your Guests remember you specifically? How did you stand out so Guests are inclined to ask for you during their next visit?

Service Team Members are not tipped solely on the value perceived from their service. In fact, research tells us that the amount a Guest leaves for a tip is most often based on the check total. However, providing outstanding—or Blazin’ Service!—can only help you! 5-2

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BLAZIN’! BARTENDER TIPS Great bartenders are hard to come by. (That’s why we are so excited about your potential to be a great Bartender at BWW!) Most people can learn recipes or how to build a good-looking cocktail. They can learn how to keep a bar well-stocked and clean through our opening, closing, and maintenance steps. But, what really makes a great Bartender is what happens in between all that stuff. It’s the ability to keep just one Guest--or a room full--happy to be just where they are: in your bar! Below are a few comments that are heard most often from Guests who frequent great bars. These are the kinds of Bartender traits that keep them coming back for more:

One way to charm me is to remember what I am drinking.

Be a good listener. You don’t have to read my mind but a good listener is hard to come by. Don’t ask me how I am if you don’t want to know. Asking just because you are supposed to is a turn-off! Be attentive–and make good eye contact. Always look around–there is surely someone to talk to.

Know what’s going on in your bar and around the neighborhood–that’s classy. Work clean! Nobody likes to watch a Bartender who is messy and sloppy! Keep my area clean as well, please! Learn how to talk to Guests who are by themselves. Some like to be left alone, but many others are in the bar for some social interaction. Find out! 5-3

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ARE WE BLAZIN’!? Good question! By now you should definitely know what it means and takes to be a great Bartender. But, there are a few more things to learn to be truly Blazin’!

Guest Comments/ Complaints

Yes, it happens. As hard as we try, there will be times when Guests may not be as happy with their experience as we want them to be. We all make mistakes and sometimes those mistakes will be at the expense of our valued Guests. We always hope that Guests will respond to your service positively. But, in the event any Guest indicates their experience was not what they wanted, do something about it! OFFER TO FIX THE PROBLEM EVEN THOUGH THEIR DINING EXPERIENCE MAY BE COMING TO AN END! Don’t let Guests leave the building without making some attempt at a service recovery.

How Should I Handle Guest Complaints?

We want you to feel comfortable to handle minor Guest issues when they arise. You are empowered to take corrective actions yourself but you should always inform the MOD of Guest concerns—and your resolutions. If you do not feel comfortable addressing a situation, always get the MOD involved immediately. To help prepare you for times when you may have to make a decision about resolving a Guest complaint, evaluate your ideas by putting them through this test: Is your decision……… • Good for the Guest? • Good for the Team? • Good for the Restaurant? If you can answer “Yes” to all three questions, you are likely on the right track and will make a sound decision.

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We have gathered some questions and provided some possible solutions to potential Guest issues below, but you should make sure that the way you resolve an issue is in line with your restaurant’s best practices. What should I do if a Guest has a complaint? Can I take care of it myself? •

As a Bartender, you need to feel comfortable and confident to respond to Guests’ issues and provide a solution. However, if you do not know how to resolve a situation or do not feel comfortable, get a Manager. Don’t ignore the Guest or blow off the issue. This will inevitably lead the Guest to find other methods of being heard. If the Guest has an issue, it is important and should be fixed immediately. Remember, our goal is to resolve issues at the restaurant level.

What if a Guest was not happy with his/her food, drink, or overall experience? •

Remember, we do not want unhappy Guests leaving our restaurant. Let the Guests know that you would like them to share their experience with the Manager and excuse yourself to find one.

What if a Guest comes through the door and is already intoxicated? •

Treat the Guest as you normally would. Alert the MOD that you believe the Guest is already intoxicated. It is the MOD’s responsibility to handle it from there.

What if a Guest leaves something behind? •

Any items should be given to the MOD. He/she will keep the item(s) in a safe place in the Manager’s office. When a Guests calls or visits to ask about an item left behind, direct the call to the MOD. Your restaurant may have a lost and found for miscellaneous items (i.e. hat, mittens, book, etc.).

Undoubtedly, there will be additional situations that come up. Without fail, offer a sincere apology. That is an absolute must—and will often solve the issue right then and there. A disinterested response or no response will only frustrate the Guest beyond the scope of the original issue.

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How NOT to respond to a Guest complaint: • DO NOT blame “being busy” as the reason for a problem. Being busy is a result of success, not a reason for failure! Remember, being busy means more OPPORTUNITY for you. If you repeatedly tell Guests that being busy is a problem, they might just solve that problem for you and stop coming. • DO NOT blame the Guest’s problem on another problem (the truck didn’t come in, the cook called in sick, the dish washer is broken, etc.). You are basically turning one problem into two problems for the Guest. The Guest wants to know HOW you are going to fix it, not WHY it is broken. NEVER RUIN AN APOLOGY WITH AN EXCUSE. • DO NOT indicate that a problem has happened before or is chronic. This will make the Guest lack confidence in BWW and will certainly reduce the chances of coming back. * DO NOT respond to a Guest’s issues by blaming the Home Office! We like to consider ourselves ONE SYSTEM, ONE VOICE. Everyone within the company works together to make decisions for the system so blaming one group of individuals is truly shortsighted and unprofessional. If the Guest has an issue, we all have an issue–not just those residing in the Home Office. However, if you believe that a Guest’s complaint is related to how we do business, then certainly share that with your Manager after the Guest has left.

Only 4% of Guests who have a bad experience will tell someone who’s in a position to correct the situation. The remaining 96% will tell all sorts of other people who can’t possibly fix the problem. So, when a Guest comes to us with a complaint or concern, we should be grateful that they are willing to speak up. If we don’t know things are broken—we can’t possibly fix them! In the end, our Guests who complain are doing us a favor—they’re helping us deliver a great experience every time.

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We like to use the acronym LIFT as a reminder of how to assist Guests when there is an issue. This is a sure way to shift the Guest’s experience from not so great to Blazin’!

L Listen I Inform F Fix T Thank Guest Complaints are Recovery Opportunities!

Listen to the Guest • Empathize with the problem • Remove the offending item • Ask questions to help clarify the issue • APOLOGIZE—NO MATTER WHAT!

Inform Everyone of the recovery opportunity • Inform the Guest of the action you will be taking • Inform the right team members of the issue • IMMEDIATELY! • Inform Management of the recovery opportunity

Fix the Problem • Take action to correct the problem right away • Get replacement item “on the fly” • Don’t delay action to the Guest by trying to figure • it all out...just fix it now! Thank the Guest • “I want to thank you for your patience” • “Thank you for your feedback” • “Please come see us again” • “I appreciate you taking the time to bring this • situation to our attention”

We expect that every Guest will want to rave about their experience with us— and with YOU. Because you are likely the last person the Guest will interact with before leaving the restaurant make sure to create a BLAZIN’! LAST IMPRESSION!

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Chapter 6: WOW ‘em OUT!: The GAMEPLAN

All good things must come to an end—for now, anyway. But, never let your Guests off the hook—give them a time—and a reason to return!

WHAT YOU NEED TO KNOW Send your guests off with a big goodbye!

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WOW ‘em OUT! What will your Guests remember about their visit to BWW? Hopefully, the whole experience, but they may remember most vividly the last thing that happened during their visit. And that’s what WOW ‘em OUT! is all about. The whole Team needs to make sure that when Guests leave, they leave with a great last impression. In other words, this is NOT the time to leave any hospitality on the table! Do you remember when we talked about the “5 and 10 foot rule”? Think about how many Guests you pass by during each of your shifts. Every time you come within 5 or 10 feet of any visitor it’s an opportunity to create a “touch point” with that Guest – a moment to acknowledge the Guest as a way of saying, “We’re glad you’re here.” Think about how many times you have a chance to acknowledge, greet, or create a “touchpoint” with a Guest: • When Guests walk in to the restaurant…we know you will acknowledge and welcome them in a personal and creative way. • When Guests are wandering around the restaurant looking for something…we know you will stop to find out how you can help direct them. • When Guests are leaving…you should always thank them for choosing Buffalo Wild Wings in an enthusiastic way and invite them for a return visit soon. The more Team Members who make a connection with our Guests—in any way, shape or form—the better! Let’s knock them off their feet (figuratively, of course)!

Leftovers?

It happens. Sometimes, especially when you have done an awesome job providing Guests with tempting choices they couldn’t refuse, they are too full to finish everything. Here are a few tips for handling leftovers. • Offer to package up the food so they can enjoy the rest of it at home (as long as it is permitted by your local health department). • Take their plate and place their food in takeout containers for them. • Write something nice on the container, perhaps, “Thanks, see you soon!” and sign your name.

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Delivering the Check

Unfortunately, the end of most Guest experiences includes the delivery of a check. Our Guests probably don’t really want to see the final check— but only because it means their visit to BWW is coming to an end! But, one does need to be delivered. The amount of time it takes to receive and pay for a check has statistically been a source of frustration for restaurant Guests. Clearly, this is a key opportunity for you to continue with your prompt and engaging service style to leave a positive last impression on your Guests. And, it could make a difference in the decision your Guests will make when figuring your tip. Follow these steps to make sure that this part of your service is unique, personal and prompt. •

Guests ordering drinks at the bar should always have a receipt, showing their current check total, in front of them at all times. Or, you will have secured a credit card and are “running a tab” behind the bar.

• Guests sitting at bar tables are different, and you will need to deliver a final check when they are ready to leave. •

You’ve probably been at a restaurant where the Server or Bartender says, “You can pay me whenever you are ready.” Really? Whenever I’m ready? Okay, maybe not. Clearly, there are better things to say to prepare the Guest for the check. How about, “Before I give you your check, let me make sure everything has been just right for you. Did you enjoy yourself today?”

•

Once you walk away, keep an eye on the table so you know when to return to finalize the payment. Remember, our Guests get frustrated when the check transaction is not handled quickly. If they are in a hurry and it takes a long time to close out their tab, you can bet they will forget about everything that went well and focus on this aggravation instead.

• Never—seriously, never—ask a Guest if they are expecting change from their payment. Give all of the change to the Guest and let them make the final decision.

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UNDERSTANDING THE PAYMENT PROCESS Guest Receipt Match Signatures to Credit Card

Coupons, Comps, Voids, and Discount

Once the payment has been accepted, give a copy of the receipt to the Guest. If paid with a credit card, a signature is required on the charge form. • • •

Once the Guest has signed the receipt, turn the credit card over and verify the signature on the receipt matches the signature on the credit card. If the back of the credit card says “Check ID” or something similar to that, be sure to ask to see the Guest’s identification. If you are not sure if the signatures or identification match, request the MOD’s assistance. If the signature is worn off, or you can’t read it, ask to see another form of ID to verify the match.

Coupon: A Guest may present a coupon along with his/her form of payment. After validating the coupon is acceptable, follow the directions noted on the coupon itself to apply the discount. Comps: There are times when a Guest’s meal will need to be “comped.” • • •

A Comp occurs when food has been ordered, prepared, and delivered to the Guest and is incorrect (causing new food to be prepared). The MOD must be notified in order to comp an item. The following are different types of comps:

• • • • •

Food Goof: An improper food item is prepared and delivered to a Guest Service Goof: An error in service occurs (i.e., lost check, forgot to ring in order) Drink Goof: An improper drink item is prepared and delivered to a Guest No Show: Food was prepared for a takeout order, but was never picked up Walkout: A Guest walks out on the tab without paying

Voids: A void will be processed when food or drink was entered into the POS, but was not made—in other words, the error was caught before product was used. The MOD must assist in a void procedure. Different types of void transactions are as follows: • Sold Out: A menu or bar item is entered into the POS, but the restaurant does not have product to produce the item.

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Bartender Chapter 6: WOW The GAMEPLAN Chapter 2: WOW ‘em‘em IN:OUT!: The GAMEPLAN

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Changed Mind: The Guest changes his/her mind after a food or drink item is rung up, but before the kitchen or Bartender makes it. Server Error: A Server, Bartender or Cashier inadvertently rings an item incorrectly. The ticket was sent but the item was not made. Lost Ticket: When a ticket is lost or did not print, food was not made, and the transaction needs to be cancelled. Wrong Check: Selected when a Server, Bartender or Cashier inadvertently places items on the wrong check. It is possible to void this item and re-ring it on the correct check. (A “do not make” message will need to be added when this order is re-created.)

Discounts: At BWW, we sometimes offer special discounts to Guests. All discounts require the assistance of the MOD because they require a Manager card swipe. Discounts are only available on regular-priced items; Kids’ Meals, Wing Tuesday, Boneless Thursday, etc. do not apply. BWW offers the following discounts: • • • •

Team Member Meal Discount: This discount takes 50% off the price of the Team Member’s meal choice up to a $6.00 total. Only on-duty Team Members are eligible for this discount. Team Member Advantage Card: This discount takes 25% off the entire check total up to $25.00 (food only, no alcohol). The Team Member must present the Team Member Advantage Card along with proper identification. This card may only be presented when the Team Member is off-duty. Senior Citizen Discounts: Senior Citizens who are at least 65 years of age or have a senior citizen card are eligible for a 10% discount upon request. Police Officer Discounts: Uniformed, on-duty police officers and fire fighters are entitled to a discount upon request when they dine in BWW restaurants.

Question for the WCT: Are there other discounts offered at this restaurant? Send them off with a BIG goodbye!

We know, of course, that you want to continue to ensure your relationship is hitting on all cylinders with every Guest—even after the check has been paid. So, as you think about the last stages of their experience at BWW, here are some recommendations we can offer. • Sincerely thank your Guests for dining at Buffalo Wild Wings. Tell them how much you enjoyed serving them and let them know you would love to be a part of their next visit.

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Bartender Chapter 6: WOW The GAMEPLAN Chapter 2: WOW ‘em‘em IN:OUT!: The GAMEPLAN

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Speaking of their next visit, take the opportunity to let them know about upcoming promotions or events at the restaurant. Since you’ve learned a lot about what they like while serving them, you will know what might interest them in the near future.

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Always use Guests’ names whenever possible during your send off. And don’t forget to thank the kids, if there were any at the table. If there was a celebrated event during this visit, make reference to that as well, whenever possible.

Here are some Ways to Blaze! for a memorable send-off! • Don’t forget the UFC fight on Saturday night! We really rock during the fights! See you then! • Be sure to think of us next time your softball team is looking for a place to celebrate a victory! • Don’t forget to come back for the big game on Sunday to cheer on the ________________ (insert appropriate sports team here)! They may need your help! • Thanks for letting me be a part of your birthday celebration! Have a great rest of the day. • I look forward to your next family get-together. I’d love it if you asked for me when you come in. • I really enjoyed this group tonight. I look forward to your next visit. • Thank you for choosing BWW! Look forward to seeing you again soon!

You could be the last person the Guest sees before leaving the restaurant so make sure to create a BLAZIN’! LAST IMPRESSION!

POST GAME RE-CAP!

You’ve been drafted, met your Coach and Team, and we have shared the journey of your role as a Bartender. We bet you’ve determined how you can make the biggest impact on your Guests and your Team by now. We have covered a ton of stuff in these few days of training. Guess it goes to show you what an important role you have at BWW! What do you say to “hitting the field” to show everyone what you can do? We’re so glad you’re on the Team!

GAME ON! 6-6