Lsf mitmanual2013 v 5

Hospitality MIT 2013

2

WelcomeWelcome to Legal Sea Foods! It is my pleasure to offer you my congratulations and best wishes.

You have chosen to join a team 60 years in the making and over 3000 strong. As a leader, it is both your opportunity and responsibility to distinguish yourself with your job performance and character. Make the most of each day.

Our employees’ talent and dedication drives our uncompromising commitment to quality, and we must work together to further our reputation as the nation’s premiere seafood company. This success is based on a collective mission we share: Return of Guest (ROG). In order to achieve this, we strive to provide an outstanding dining experience every day, for every guest. Each of us contributes to this mission.

Legal Sea Foods has a proud tradition and we look forward to continued successes and further growth with you on board. Likewise, your hard work and motivation to achieve will be awarded. I hope to see you develop professionally and enjoy a long and successful career with us.

Best wishes,

Roger Berkowitz President and Chief Executive Officer

Proprietary Materials of Legal Sea Foods, LLC FOH-MIT 3/13BAR AND KITCHEN

3Guest Experience (ROG) – Employee Experience (ROIG) – Profitable Sales Growth

Table of Contents

Welcome Letter from Roger ................................................................................................2

Legal Sea Foods Timeline .....................................................................................................4

Welcome to Orientation .......................................................................................................6

Congratulations and Welcome to Legal Sea Foods ....................................................7

Who’s Who and When’s When .............................................................................................8

Introduction to Legal Sea Foods Management Competencies ..............................9

Restaurant Management Training Program Outline ............................................... 11

MIT Instructional Checklist ............................................................................................... 12

Legal Sea Foods Training Department Philosophy .................................................. 13

Example of a Validation ...................................................................................................... 14

Culinary Training Overview .............................................................................................. 15

Course 1 – First Dip into Culinary and LSF Management ...................................... 17

Course 1 Validation .............................................................................................................. 19

Course 2 – Deeper Dive into Culinary and LSF Management .............................. 20


Course 3 – The Culinary Plunge and more LSF Management .............................. 24


Front of the House Function Training Overview ....................................................... 28

Course 4—Caught on Hospitality .................................................................................. 30


Course 5 – Swimming Through Service ....................................................................... 34


Course 6 – Raising the Bar ................................................................................................. 38


Operations Management (MOD) Overview ................................................................ 42

PCourse 7 – Casting a Long Line of Hospitality ......................................................... 44


Course 8 – A Beacon of Hospitality ................................................................................ 48


Congratulatory Message ................................................................................................... 52

6 Guest Experience (ROG) – Employee Experience (ROIG) – Profitable Sales Growth

Welcome to OrientationThe purpose of today is to give you the opportunity to meet your Training Team and become familiar with the restaurant where you will be training.

Today’s date: ___________________________ Facilitator: ________________________________

Training Restaurant: ____________________________ Location Phone Number: _____________________

Hours of Operation: Restaurant: Bar:

Monday-Thursday ____________ __________

Friday-Saturday ____________ __________

Sunday ____________ __________

Name PositionGeneral

Manager

Chef

Director of Operations

Culinary Director

Code of EthicsBegin by familiarizing yourself with our Code of Ethics. Ethics are a vital part of our operating philosophy, providing a strong framework on which all Legal Sea Foods, LLC policies and procedures are built. In its truest essence…being ethical is doing the “right thing” when no one is watching and treating people the way that you would want to be treated. The Legal Sea Foods, LLC. Code of Ethics centers on:

H _____________________

F _____________________

R _____________________

R _____________________The Code of Ethics will be one of many resources that support

the creation of a solid training program for your team.

List the members of the management team in your Training Restaurant.

Communication VenuesEmail: We use Outlook for our email communication. All Legal Sea Foods’ e-mail addresses are listed in the Address Book. During your Restaurant Orientation, you will be shown how to access restaurant e-mail.

Interoffice Mail: Hard-copy documents are sent between the Quality Control Center (QCC) and the restaurants via our own delivery trucks. Interoffice mail must be addressed to the appropriate department or restaurant.

Fishnet: Our intranet helps us to pull information from a real time central database. You will be able to access and navigate Fishnet once your employee number is established at your Orientation.

The Hook: An online learning environment that can be accessed from any web-based device. During this workbook you be given direction to go here to complete certain items.

The Compass: Is a weekly communication that provides information from different QCC departments to the Operations teams. Items communicated weekly could be inspirational messages, product change, procedure change, and recognition pieces to the restaurants. It is very important to read this every week.

Legal Ledger: Is a monthly communication that highlights fun and informative happenings in and around the company.

Hotschedule Digital Red Book (DRB): Is an in-house scheduling tool, but also is the Manager’s Log book where daily communication and notes are provided to each other within the 4 walls of the restaurant. It is a tool that is imperative to the success of the restaurant.

Thank you for being thorough and patient with the basics of getting started. Now that you have completed your new hire paperwork, you’re officially ready to begin your exploration of Legal Sea Foods culture, standards and systems.


Congratulations and Welcome to Legal Sea FoodsWelcome to the Manager in Training (MIT) Program - your first introduction to the on-going training and development that Legal Sea Foods offers to all members of management. The MIT program is an immersion into our Core Values, and an atlas to successful acclimation and promotion within the organization. Your direction through the MIT phase and beyond will largely be determined by your drive and ambition. Absorb everything you can, and ask every question that crosses your mind. When you complete this program, you will receive placement in one of our restaurants as a learned and trusted member of the Legal Sea Foods team, and will be looked to by your Associates and Guests as an expert in the field of Quality, Freshness and Hospitality.

The Company has a very definitive strategy that all thought and action must support in order to ensure effective alignment within the organization….

The Company has defined four Core Values that support this strategy….

During the MIT Program, you are expected to support and demonstrate all the practices that support this strategy. As policies and procedures are introduced, you must pay attention to the details and the reasons why Legal Sea Foods, LLC has adopted particular standards.

During your training, we will ask for your feedback through one-on-one evaluations with your Training Manager and Directors. The feedback we receive is taken seriously, and will help adapt our training to better suit you, and future MITs.

Thank you for choosing Legal Sea Foods…congratulations and welcome to our organization!

Profitable Sales Growth

The Employee Experience–

Return of Internal Guest (RO

IG)

The

Gues

t Exp

erie

nce–

Return

of G

uest (

ROG

)

BAR AND KITCHEN


When’s WhenUsing the time line on the opening pages, fill in the following questions:

W Legal Sea Foods, LLC opens its first out-of-state locations in DC and Virginia ________________________________

W Legal Sea Foods, LLC joins HACCP pilot program under FDA and USDC __________________________________

W Harry Berkowitz opened the Legal Cash Market _______________________________________________

W George Berkowitz opened Legal Sea Foods Fish Market _______________________________________________

W The Berkowitz family opened the first Legal Sea Foods restaurant ______________________________________

W Legal Sea Foods, LLC Mail Order Division was started _______________________________________________

W Legal Sea Foods, LLC first served chowder at a Presidential Inauguration ____________________________________

Who’s Who

W Founder and Chairman

___________________________________________

W President and CEO

___________________________________________

W Exec VP of Restaurants & Exec Chef

___________________________________________

W Sr. VP and General Counsel

___________________________________________

W Sr. VP and Chief Financial Officer

___________________________________________

W Master of Wine and VP of Beverage

___________________________________________

W VP of Human Resources

___________________________________________

W Director of QCC Operations

___________________________________________

W Executive Director of Seafood Operations

___________________________________________

W VP of Operations

___________________________________________

W Quality Assurance Director

___________________________________________

W Quality Assurance Director

___________________________________________

W Guest Services Manager

___________________________________________

W Legal Sea Foods’ Strategy includes:

___________________________________________

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LEGAL SEA FOODS MANAGEMENT COMPETENCIESBelow are the Legal Sea Foods Management Competencies. You might be asking yourself “What is a competency?” A competency is a cluster of Knowledge, Skills and Attributes, commonly referred to as KSA’s. Knowledge is the information developed or learned. Skills are repeated application of knowledge or ability. Attributes are innate (born with) potential to perform a task or action. Now each of these can be associated with a “Behavior” that is observable or measurable. These behaviors associated with our KSA’s can impact the success of you the individual and the organization. They can directly correlate with performance on the job and can be trained or developed. The competencies below are completely unique to us.

So, why are they important? First, they set an expectation of performance. As a Manager or Chef it creates the statement, “I know what is expected of me.” Second, they provide a common language for hiring, training, assessing, developing and promoting talent. Again, as a Manager or Chef, it says, “I hear a consistent message.” Third, they provide a roadmap for improvement and development. Again that says, “I know what I need to do to improve my performance and advance my career.” The fourth reason Delivers experiences that exceed expectations competencies are so important is it provides greater consistency in evaluation and accountability. It says, “I will be evaluated consistently with my peers.” Lastly, competencies align people practices with corporate culture, values and business goals. We want that to be understood as, “I know how my role contributes to the success of the company.”

To further complete your understanding of our LSF Competencies please review the module “Competency Overview” under “Develops Self” On the Hook. You will also need to become familiar with each of the behaviors associated with the KSA’s listed below. You will do so by completing a module on the first competency. called “Delveops Self: Introduction” On the Hook. Each section just so happen to be titled by each of our Competencies. After completing the module, you will have the option to print and put in the Leadership Binder given to you at this Orientation.

DEVELOPS SELF1. Leads by example2. Demonstrates a passion for the business3. Embraces ownership4. Plans and prioritizes work so it is completed in a timely manner5. Makes timely and effective decisions6. Identifies and solves problems effectively7. Driven to engage in learning8. Flexible, adapts to change

COMMUNICATES EFFECTIVELY1. Utilizes proper communication tools and techniques2. Is approachable and practices active listening3. Effectively delegates and holds people accountable 4. Delivers constructive, honest feedback in a timely manner;

takes appropriate action5. Anticipates and resolves conflict quickly and effectively6. Embraces continuous improvement7. Optimizes performance through consistent use of

technology


BUILDS HIGH PERFORMING TEAMS1. Sources and selects quality talent2. Facilitates on-going training and development3. Remains motivated, builds and collaborates to achieve peak performance4. Grows their own leaders

CHAMPIONS QUALITY1. Uncompromising and consistent in maintaining all LSF food and beverage product specifications, systems and

standards2. Maintains a high level of cleanliness, sanitation and maintenance inside and outside the restaurant 3. Ensures safety and security of restaurant, product, Associates and Guests4. Understands and upholds Federal, State and Local law in the restaurants

CREATES MEMORABLE GUEST EXPERIENCES1. Effectively prepares, manages and closes the shift2. Connects with the Guest through hospitality3. Discovers Guest needs and preferences4. Guides the Guest’s experience with care5. Delivers experiences that exceed expectations6. Actively ensures Guest recovery

DELIVERS PROFITABLE SALES GROWTH1. Effectively manages labor and controllables2. Effectively manages cost of goods3. Utilizes all financial knowledge to manage outcomes4. Successfully executes all sales and marketing initiatives5. Maximizes the opportunity to sell and promote the restaurant inside and outside the four walls

CONGRATULATIONS AND WELCOME!


Restaurant Management Training ProgramComponent Description

Restaurant Orientation

Training Restaurant Team welcomes the MIT and provides an overview of LSF culture and training. Completes New Hire paperwork and reviews The Employee Handbook.

Culinary Training

You will internalize LSF culture and standards by establishing menu knowledge and demonstrating expediter proficiency.

Function Training Phase

In this phase, you will internalize LSF culture and standards of service and hospitality by demon-strating technical proficiency in:W HostW ServeW Bartend

You will continue to gain perspective of various administrative and managerial functions in the areas of:W Opening and Closing the RestaurantW Dining Room ManagementW Ordering and pay invoices, as it pertains to beverage, maintenance

and services.

Operations Management

Exposure to management functions by:WWorking Opening and Closing ShiftsWCompleting Development ProjectsWAwareness in the Dining RoomWAttending Pre-MealWConducting Inventory

The MIT demonstrates proficiency by:WAssessing Staff and StandardsWLeading Pre-MealWExecuting Opening and Closing MOD ShiftsWManaging Associate Performance and Behaviors

Performance Review and Final Exam

The Final Review evaluates performance in all areas of position requirements. Areas of opportunity are outlined in relationship to the six competencies we have reviewed during the training period that will support development during transition to LSF operations at the home restaurant.

The Final Exam is a culmination of the various administrative tests and quizzes taken during culinary, function and MOD training.

Legal University

Introduces the MIT’s to Legal Sea Foods culture through interactive learning and CDGD

Connecting with Senior Leadership Team

The agenda includes:

Meet with Roger Berkowitz and other members of the Senior TeamFirst Steps to Great LeadershipCore Values and Brand ProtectionSelection of Top TalentEthics and Disability TrainingFood & Wine PairingFish Auction and a QCC TourMix & Mingle with Directors and the Senior Team

Program Execution and SchedulingIn any given week, you will be scheduled for a variety of Open, Mid and Closing shifts. This is intended for a variety of reasons: to participate in the set-up and break-down of the stations and to take part in the responsibilities of the Opening, Mid and Closing of Culinary and Front of the House Operations.

Legal University may take place at almost any point during your training.

This program is designed to provide a guideline to support your learning, while giving you a forum to showcase your knowledge and initiative.


MIT Instructional Checklist:Getting Started:

W Email Lauren Jefferson, certification specialist, at [email protected], to get signed up for Serv Safe Food, Allergen and Alcohol (this includes BOH). (At Legal Sea Foods, we require the Serv Safe Certificate every 3 years).

u You will need to have these completed before attending Legal University

W If you have any of these certificates already, fax a copy to Lauren Jefferson at 617.530.9828

W Crowd Manager Certification – (everyone, not just MA) Go to www.mass.gov/dfs and click on the link for the Crowd Manager under the online services. Please print the certificate of completion at the end.

Courses:W Read each course thoroughly before you begin.

W There is a checklist located at the beginning of each course. Check each box as tasks are completed.

W At the end of each course there will be a quiz. These are accessed On the Hook

Weekly:W Time will be scheduled with your Corporate Manager (CTM) and Restaurant Training Manager (RTM) once a

week. You will be reviewing each course on a weekly basis.

W Both you and your RTM will need to initial the “Validation” page in your MIT Manual

W Fill out the “Evaluation” portion at the end of each course. Use the letters L - Learner, P - Performer, and M - Master as listed on that page to describe your performance. Your RTM will discuss any inconsistencies between your evaluation and theirs.

W Keep a daily/weekly journal of your training days. Highlight positive things you see and people you interact with. Tell us what you have learned that day and the impact it had on you. Be sure to ask us questions or give suggestions, because we are reading them and we want to hear your thoughts.

W Email your weekly journal to your CTM and Lauren Swiecicki, Corporate Training Manager at: [email protected]

Completion:W Use your $100 gift card to dine at a Legal Sea Foods (different from your training restaurant). Please complete

an ROG report for this visit. The ROG report is an evaluation, similar to a Shopper’s Report. You can find this form on Fishnet.

W You will attend Legal University for one week at the QCC near or after the completion of your training.

W Final Review and Test

u Your RTM will schedule with you a time to review your MIT Manual and be sure that all validations are complete. You will also be expected to take a final exam. It’s a celebration of knowledge to see what you have learned!

W Your TM will submit your Final Exam and Review to Lauren Swiecicki. It will go in your employee file.


HonestySpeak up

u The depth of your training depends on your ability to communicate honestly and react positively to performance feedback

FairnessKeep a level head & treat all with hospitality

u Have patience with yourself and your pace of understanding. Remember, you are on a “learning expedition”

u Personalize your training experience with your own management style. Ask for the appropriate level of support from your Training Manager and the Training Department

RespectSeek first to understand, then to be understood

u Be thorough in your exploration of our culture. Keep track of your observations to build your understanding and apply what you are learning

u Challenge your trainers, respectfully. Apply what you are learning and follow up on developmental conversations to keep on-track with the pace of the training program

u Be resourceful. Seek the direction of your peers in the program; Managers, Directors, and the hourly Associates

ResponsibilityTake responsibility for your training

u Prepare in advance for each position by familiarizing yourself with the objectives, recipes, projects, etc

u Be a self-starter and follow-through on all assigned tasks

Perform your very best in all positions

u You will always be held to the standard of a Manager and future leader and evaluated on your performance in each portion of your training program. In essence…you are a Manager first….a Trainee second.

u Be a role model at all times. Familiarize yourself with the policies, procedures, standards and expectations of the management staff by increasing your awareness of Legal Sea Foods, LLC. culture, quality, communication and actions.

Training PhilosophyAs an MIT, you will be held responsible to uphold and demonstrate all the Core Values and standards of Legal Sea Foods, LLC. These Core Values again, support our strategy of Profitable Sales Growth, Guest Experience (ROG) and the Employee Experience. Your training program will introduce you to the beliefs and practices that have made Legal Sea Foods, LLC, who we are today and your performance will be based on how you assimilate these as part of your work ethic.

It is up to you to make your training experience the best it can be by getting involved with all levels of Directors, Managers and Associates. Your ability to build relationships with all resources will be the key to your success and professional development in the training program.

We view our Code of Ethics as being the cornerstone of our Core Values, which again, support our operating strategies: Profitable Sales Growth, Guest Experience (ROG) and the Employee Experience. There are four aspects of our Code of Ethics that are important to review at this point:


Example of a ValidationCourse Checklists and Validation Example:The following checklist is similar to the layout you will see in the book during each of your courses. You will need to check the items off in each course as you complete them. Please do this now, for the Orientation items in the box below. The validation format below is shaded in 6 different colors. When you see shading in a color they reflect the competency it refers to; Develop Self – yellow, Communicates Effectively – Aqua, Builds High Performing Teams – Orange, Champions Quality - Blue, Creates Memorable Guest Experiences – Purple and Delivers Profitable Sales Growth – Green (fitting, isn’t it?)

q Training Materials (Do you have everything that was talked about?)

q New Hire Paperwork (Insure that we are complete)

q Legal Sea Foods Company Strategy

q QCC Tour Message

q Names and Positions of all Managers in the Training Restaurant

q Who’s Who in Senior Leadership at the QCC

q Discuss the expectations for you during training

q Location of Training Resources (Fishnet, Pocket Guide, Training Team and The Hook)

q How to Log onto Fishnet and The Hook

q Explain the 50-hour Work Week, Clocking In and Out

q Employee Handbook Standards and Policies

q Communication Tools

The following format will be used in completing your Validations:

Learner Performer MasterLearn –learning the essential functions of the job, or improving toward effective performance of all essential functions

Performing – performs all essential functions of the job effectively

Master –by contributing more than effective performance of essential functions and enhances the performance of self and others

Read through each of the items in the shaded boxes. Ask yourself at what level you have been executing during your MIT training. Are you still learning the essentials, performing the essentials or contributing more than the essential functions listed? If you feel you are still learning within that competency, mark the “SELF” box with the letter “L”. If you feel you are Performing in the competency, mark the “SELF” box with the letter “P”. If you feel you have gone above expectations of the competency, then mark the “SELF” box with the letter “M” for Master. Your Restaurant Training Manager (RTM) will do the same. If there is a discrepancy please respectfully discuss and ask questions to gain more feedback and what you could do differently.

SELF MGR

Develop SelfUnderstands what it means to lead by example and demonstrates it immediately through engagement in training. Displays through conversations and actions a passion for the business; may share positive hospitality experience to Associates. Is enthusiastic throughout training.

Communicates Effectively

Establishes themselves within all the resources of communication of the restaurant; DRB, IOM, Email, and most importantly, direct conversations. Is willing to ask questions and take notes on information learned. Displays positive body language through all communication.

Builds High Performing Teams

Begins to build positive working relationships and collaboration at all levels. Should be learning names of the Associates, both front and back and initiate conversations with other Managers, Chefs and Directors.

Champions QualityUncompromising and consistent in maintaining all LSF food and beverage product specifications, systems and standards. Maintains a high level of cleanliness, sanitation and maintenance inside and outside the restaurant

Creates Memorable Guest Experiences

Learns and applies all behaviors of CONNECT. Should be using eye contact in all conversations with Associates and Guests, smiling, initiating conversations. Should be consistent in the behaviors daily..

Delivers Profitable Sales Growth.

Begins to learn how to manage labor and controllables through the resources like Hotschedules and Compeat. Takes every opportunity to be present when these tools are being used. Begins to demonstrate the knowledge by using the tools on a daily basis.

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Culinary Training OverviewObjectiveIn this phase, you will begin internalizing Legal Sea Foods, LLC culture and standards by becoming familiar with the following:

W Menu offerings from each station on the kitchen line

W Expo, as the command center of the kitchen

W Legal Sea Foods, LLC standards of sanitation and culinary execution

W The Chef’s role in the operations of the restaurant

You will begin to gain perspective of various administrative and managerial functions in the areas of:

u Opening and Closing the restaurant, Front and Back of the House Operations

u Ordering and billing basics pertaining to food and smallwares

Daily BreakdownYour Culinary Training phase is broken down into 2 parts:

W Part 1 – Spent entirely in the kitchen. Opening and Closing Shifts with the KMOD builds awareness of sanitation and walk-thru standards. You will be involved with ordering, inventory and the physical receiving and prepping of product. These are Weeks 1 and 2.

W Part 2 – Spend the bulk of the meal period in your station of focus, Expo. Begin and End your shifts with the FOH MOD. This takes place during Week 3.

In every part of the training, you will start the day by touching base with either your RTM or KMOD to communicate your training objectives for the shift.

As your shift winds down, take time to touch base once again with your RTM or KMOD. Briefly relay your observations from your day and assess objectives for your next shift.

Requirements

In this phase you must:

W Review “Menu” section of FOH Pocket Guide

W Complete the requirements of Validations 1, 2, and 3

W Demonstrate your knowledge at your Culinary Training validation

W Perform in each station and function area

W Execute the Kitchen Practical Exercise


Culinary Training OverviewScheduling

Total recommended Shifts in Culinary Training: 14 (6 Opening Shifts, 8 Closing Shifts). The following breakdown of the day is suggested, but can be altered to meet the need of the MIT.

Part 1

Prep/Receiving Include 1 Sysco, 1 QCC; Opening Shifts Only

Pantry Opening or Closing Shifts

Raw Bar Opening or Closing Shift

Fry Opening or Closing Shift

Grill Opening or Closing Shift

Sauté Opening or Closing Shift

Oven/Steam Opening or Closing Shift

Part 2

Expo Overview Opening and Closing Shifts

Opening Shifts

7:00 am Touch base with opening KMOD/Training Manager.

Begin KMOD opening

9:00 am Visit station of focus to observe set-up procedures

11:00 am Pre-Meal, begin station execution with trainer

2:00 pm Complete station execution, assist with transition

Management meal / Projects / Validation / Application Exercises / One-on-One time

4:00 pm Touch base with opening and closing KMOD/Training Manager, review objectives and observations for next shift

5:00 pm Shift ends

Closing Shifts


Have Management meal and take time to complete Projects, Validation, Application Exercises, and execute One-on-One

5:00 pm Pre-Meal, begin station execution with trainer

9:00 pm Begin closing responsibilities (part 1 with KMOD, part 2 with FOH MOD)

11:00 pm Touch base with KMOD/Training Manager, review objectives of the day, plan for next shift’s objectives

12:00 am Shift ends

Don’t forget to go to

www.thehook.legalseafoods.com

Guest Experience (ROG) – Employee Experience (ROIG) – Profitable Sales Growth 17

Develops Selfq Demonstrate: Uniform Standards – Adhere to the LSF guidelines for proper attire.

Refer to the Employee Handbook that was given to you on Orientation.

q Demonstrate: Non-Verbal Communication - A cheerful, smiling and upbeat image; body language is expressive and welcoming. Always displays an optimistic attitude and has fun.

q Complete: Course 1 Quiz - Please complete this quiz within “Develops Self” On the Hook. We suggest completing only when all the boxes in this checklist have been completed and all the Modules listed here in Course 1 have been completed On the Hook.

Communicates Effectivelyq Observe: Pre-Meal – Giving effective Pre-Meals in both BOH and FOH are

extremely important to maintaining the Core Value, Culture. Keep a keen eye and ear during Pre-Meals this week and look at ways you will have the same educational and inspiring Pre-Meal when you begin to lead them.

q Observe: Employee Documentation – During your training, you may become witness to this procedure. Take note of how documentations are completed, the form that is used and where it is submitted. Why do you think this is important?

___________________________________________________________________

q Demonstrate: Digital Red Book - The DRB is a powerful communication tool you will need to begin using every day. You should leave at least 3 entries this week.

q Complete: HotSchedules Overview – Please complete this module within “Communicates Effectively” On the Hook

Builds High Performing Teamsq Observe: Performance Management – Successful coaching at LSF through one

on one’s with the staff. Please take an opportunity to sit with a Manager at your Training Restaurant to see one in action. This may or may not be followed up with Employee Documentation covered in “Communicates Effectively”

q Explore: Receiving – During this station training, you will understand how product comes into our restaurants. You will need to take note of: the Associate’s responsibilities, getting receiving temperatures, checking product and reviewing the FIFO method with your trainer.

q Explore: Prep – During this station training, you will work side-by-side with your trainer making some of our most popular items like Crab Cakes. Hint: Don’t be afraid to ask lots of questions. Print and review all applicable Prep Recipe specifications found in the Champions Quality section On the Hook.

q Explore: Pantry – During this station training, you will work side by side with your trainer. Please review the schematics of the line for easy reference when making dishes. Be sure to look for CCP’s, or sensitivities, as LSF refers to them , at this station. Print and review all applicable Pantry Recipe specifications found in the Champions Quality section On the Hook.

q Explore: Raw Bar – During this station training, you will definitely learn how to shuck; along with other raw bar procedures. Please be sure to understand all sensitivities for this station. Print and review all applicable Pantry Recipe specifications found in the “Champions Quality” section On the Hook.

q Complete: People Answers – Basics of People Answers - Please complete this module within “Builds High Performing Teams” On the Hook

COURSE 1 First Dip into Culinary and LSF Management

C+D+G+D=ROGConnect: Who did you connect with today?________________________________________________________________________________________Discover: What did you Discover that was new to you?________________________________________________________________________________________Guide: Who guided you through the station this week?________________________________________________________________________________________Deliver: Have you delivered your weekly update? Write down something that stood out to you._____________________________________________________________________________________

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Add a Hook Symbol: Complete the QCC Tour Video change in both books

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First Dip into Culinary and LSF Management

Champions Quality

q Observe: HACCP - This stands for Hazard Analysis Critical Control Points and is verbiage you will hear daily within our kitchens. Please ask questions for clarification as you do your line walk-thru with your trainer.

q Observe: Facility Walk-thru’s – Actively participate in daily facility Walk-thru’s. Have a pen and notebook to record things that may require follow up. Print and use a walk-thru checklist that your Training Restaurant uses.

q Observe: Line Walk-thru’s – Actively participate in line Walk-thru’s. Have a pen and notebook to record things that may require follow up. Print and use a line checklist that your Training Restaurant uses.

q Demonstrate: EverServ System – Have your Restaurant Training Manager initially show you how to redirect the kitchen printers. In the same week, you will need to show them your ability to do so. Check this, only when you have demonstrated the task.

q Demonstrate: FIFO - During your station training, specifically “receiving” you will have observed this. Please walk through with your Training Manager to show that you have a full understanding of proper tagging, storage and rotation of all products.

q Demonstrate: Sanitation Practices – LSF doesn’t take sanitation lightly! Actively use all sanitation practices in every aspect of your job. Always keep hand washing top of mind. If you see anyone not using good sanitation practices, please correct the behavior. You are a Manager first, trainee second.

q Complete: Allergen Training - www.servsafe.com (Lauren Jefferson provided you with ID/Pass)

q Complete: Fishnet - Please print and complete. This module can be found within “Champions Quality” On the Hook

q Complete: Recipe Specifications – You can find all Course 1 recipes On the Hook under the “Champions Quality” section.


q Observe: Opening Procedures – Opening the restaurant is key to having a successful shift and having a successful shift means we executed ROG. During Course 1 and 2, you will open or close the restaurant with the Culinary Management team. Become familiar with their checklists and standards.

q Demonstrate: CONNECT– Have a healthy conversation with your Training Manager on ways that you can use the “Connect” behaviors in your training. Focus on the interaction with Associates through eye contact, smiling, initiating conversation, and handshakes (when possible).

q Complete: Total Rewards - Please complete this module within “Creates Memorable Guest Experiences” On the Hook

Delivers Profitable Sales Growth

q Observe: Ordering Procedures - Orders for various product is ordered daily. Please create opportunities with your Training Manager to understand how this is executed.

q Observe: Labor – A Manager from your restaurant will print a daily Hotschedules Roster Report. It will have a list of the employees working with in and out times. Ask each Manager how they use this report to manage daily labor.

q Complete: Compeat Orientation - Please complete this module within “Delivers Profitable Sales Growth” On the Hook

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ADD Another 3 Boxes: Complete: Prep Validation Complete: Pantry Validation Complete: Rawbar Validation






SELF MGR

Develop SelfUnderstands what it means to lead by example and demonstrates it immediately through engagement in training. Displays through conversations and actions a passion for the business; may share positive hospitality experience to associates. Is enthusiastic throughout training.




Begins to build positive working relationships and collaboration at all levels. Should be learning names of the associates, both front and back and initiate conversations with other Managers, Chefs and Directors.





Begins to learn how to manage labor and controllables through the resources like Hotschedules and Compeat that are shown. Takes every opportunity to be present when these tools are being used. Begins to demonstrate the knowledge by using the tools on a daily basis.

Course 1 Validation



Guest Experience (ROG) – Employee Experience (ROIG) – Profitable Sales Growth20

Develops Self

q Demonstrate: Uniform Standards – In Course 1, we discussed the importance of Leading by Example in this area. How did you do?

_________________________________

Discuss this week with your Training Manager, how they maintain high uniform standards with the Associates in their restaurant.

q Demonstrate: Non-Verbal Communication – In Course 1, we also discussed how your role directly impacts the restaurant using non-verbal communication. What did you do in Course 1 to create a cheerful, upbeat environment?

_____________________________________________________________________

_____________________________________________________________________

q Complete: Course 2 Quiz – Please complete this quiz within “Develops Self” On the Hook. We suggest completing only when all the boxes in this checklist have been completed and all the Modules listed here in Course 2 have been completed On the Hook.


q Observe: Pre-Meal – What did you learn from observing Pre-Meals last week?

_____________________________________________________________________

_____________________________________________________________________

Increase your involvement with Pre-Meals this week. Ask to help the Manager put together the Pre-Meal template. You can find that template On the Hook’s library. Just search Pre-Meal.

q Observe: Employee Documentation – (It’s not a bad thing if you were unable to witness the process this week!) Just remember if you do, take notes of how documentations are done. The form that is used and where it is submitted.

q Demonstrate: Communication – Did you put at least 3 entries into the DRB during Course 1? (Y/N) ________ Yes, great and continue to do so! If not, be sure to do at least 3 this week. This is such an important tool to use to communicate with all managers of the restaurant. Read the Compass.

q Complete: Hotschedules Employee Experience (The Home Tab) - Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules Employee Experience (The Settings Tab) - Please complete this module within “Communicates Effectively” On the Hook

q Complete:: Hotschedules Employee Experience (The Settings and Messaging Tab) - Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules Employee Experience (The Recap) - Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules Employee Experience (Quiz 1) - Please complete this quiz within “Communicates Effectively” On the Hook

C+D+G+D=ROGConnect: Who made the first Connection with you this week?________________________________________________________________________________________Discover: What did you Discover about the HACCP program?________________________________________________________________________________________Guide: How did your trainer guide you through the recipes?________________________________________________________________________________________Deliver: What have you delivered in PreMeal this week? _______________________________________________________________________________________________________

COURSE 2 Deeper Dive into Culinary and LSF Management

lswiecicki

Highlight

Move to Course 3: Same Area

Deeper Dive into Culinary and LSF Management



q Observe: Performance Management – Did you witness any One on One’s during Course 1? _______. If not, please take an opportunity to sit with a Manager at your Training Restaurant to discuss a recent one they may have had. What was the outcome?

___________________________________________________________________________________________

___________________________________________________________________________________________

q Explore: Fry - During this station training, you will learn all about what our Associates do when working the fry station. You will learn many things like: what temperatures we keep the fryers, differences between batters, and what goes in the Fisherman’s Platter. Take note of the stations “Allergy Procedures.” Print and review all applicable Fry Recipe specifications found in the “Champions Quality” section On the Hook

q Explore: Steam – We are known for lobsters at LSF and many go through this station to get cooked! How do you know when it is cooked? Ask lots of questions and gain an appreciation for what the Associate does to put out steamed items. Print and review all applicable Steam Recipe specifications found in the “Champions Quality” section On the Hook.

q Explore: Sauté - During this station training, you will work side-by-side with your trainer making some of our more popular items like Cioppino. How many seafood products does this dish have? Be sure to find out! Print and review all applicable Saute Recipe specifications found in the “Champions Quality” section On the Hook.

q Explore: Oven - During this station training, you will definitely learn how to cook Double Stuffed Shrimp and Baked Lobster, along with other oven recipes. Be sure to understand all sensitivities for this station. Print and review all applicable oven recipe specifications found in the “Champions Quality” section On the Hook.

q Explore: Grill – Where on the menu are the items that are grilled? What does the Grill Cook do to get this station ready? Print and review all applicable oven recipe specifications found in “Champions Quality” On the Hook. These are just a few of the questions to think about when working with this station trainer. What are some other questions you may ask?

___________________________________________________________________________________________

___________________________________________________________________________________________

q Complete: People Answers Part 2 Navigating the System - Please complete this module within “Builds High Performing Teams” On the Hook

Champions Quality

q Observe: HACCP - What did you learn about during Course 1 as it applies to HACCP?

___________________________________________________________________________________________

___________________________________________________________________________________________

q Observe: Facility Walk-thru’s – Continue to actively participate in daily facility Walk-thru’s. What items did you find in Course 1 that required follow up?

___________________________________________________________________________________________

Did you understand the checklist and use it yourself? If not, what changes would you make?

___________________________________________________________________________________________

Deeper Dive into Culinary and LSF Management


q Observe: Line Walk-thru’s - Continue to actively participate in line Walk-thru’s. Did you use a line checklist to look and record quality concerns? What items required follow up during this practice in Course 1?

______________________________________________________________________________________________

q Demonstrate: Sanitation – Did you notice how important these practices are to LSF? Discuss with your RTM this week how they actively make this a priority with their restaurant. Capture your notes from that conversation here:

______________________________________________________________________________________________

______________________________________________________________________________________________

q Complete: Magnesol Training – Please complete this module within Course 2 of On The Hook



q Observe: Closing Procedures – Closing a restaurant is just as important as opening a restaurant to ensure ROG with our Guests. What are some notable differences between opening and closing?

______________________________________________________________________________________________

______________________________________________________________________________________________

What are challenges to having a successful close and how can you overcome them?

______________________________________________________________________________________________

______________________________________________________________________________________________

q Demonstrate: CONNECT– List 3 Associates you connected with during Course 1.

1. ____________________________________________

2. ____________________________________________

3. ____________________________________________

What methods did you use to connect with these Associates?

______________________________________________________________________________________________

______________________________________________________________________________________________


q Observe: Labor – Was the Roster Report used every day during your Course 1? _____.

What did you learn from each Manager about using this Report to manage labor?

______________________________________________________________________________________________

q Explore: Inventory – This is a weekly event and your schedule was created to maximize your exposure to this process. During each scheduled inventory prepare to ask questions and take notes.

q Demonstrate: Bill Paying – During Course 1, you observed bill paying, now begin to be the one to click through and pay bills with your training manager observing you. Make sure to review before proceeding to the next section of Compeat.

q Demonstrate: Ordering – During Course 1, you were asked to create opportunities to observe this process. During Course 2, be the one that places the orders with your Training Manager observing you.

lswiecicki

Highlight

ADD Another 5 Boxes: Complete: Fry Validation Complete: Saute Validation Complete: Oven Validation Complete: Steam Validation Complete: Grill Validation






SELF MGR











Course 2 Validation




Develops Self

q Explore: Manager Meetings – Write down a few of the topics that were discussed from one of the Manager meetings you attended during this or the first two courses

_____________________________________________________________________

_____________________________________________________________________

PAC and MPAC – What does this stand for?

_____________________________________________________________________

What does this say about our company’s Culture?

_____________________________________________________________________

q Demonstrate: Uniform Standards – During Course 2, you were asked to discuss with your Training Manager how they maintain high uniform standards with the Associates in their restaurant. What did you learn from them about how to maintain high uniform standards?

_____________________________________________________________________

_____________________________________________________________________

q Demonstrate: Non-Verbal Communication – During Course 1 and 2, you were asked to look at how your non-verbal communication impacts the restaurant. This week, take a look at the non-verbal communication between the Associate staff. What do you see?

_____________________________________________________________________

_____________________________________________________________________

q Complete: Course 3 Quiz – Please complete this quiz within “Develops Self” On the Hook. We suggest completing only when all the boxes in this checklist have been completed and all the Modules listed here in Course 3 have been completed On the Hook.

q Complete: Culinary Validation – Please print and complete with your Training Manager at the conclusion of Course 3. This module can be found within “Develops Self ” On the Hook.


q Demonstrate: Pre-Meal – During Course 1 and 2 you have been asked to Observe Pre-Meals. It is fantastic if you have already been doing more than observe, but if you haven’t, now is the time to be fully engaged. Please present the Feature food items this week on behalf of the Chef. Suggestion: verbally run through it prior to speaking in front of the large group. Ask a fellow Manager to role play with you. What item will you be speaking about this week?

_____________________________________________________________________

_____________________________________________________________________

C+D+G+D=ROGConnect: Who was the person that you Connected with the most?________________________________________________________________________________________Discover: What did you Discover about our ticket times?________________________________________________________________________________________Guide: How do you Guide a new server that has a question about an allergy?________________________________________________________________________________________Deliver: Who is the only person that can Deliver a meal to a Guest with an allergy concern?”__________________________________________________________________

COURSE 3 The Culinary Plunge and more LSF Management


q Observe: Employee Documentation – If you weren’t able to witness this process, perhaps this week. It’s not a bad thing if you haven’t! Just remember, if you do to take notes on how documentations are performed, the form that is used and where it is submitted.

q Demonstrate: Communication – Did you put at least 3 entries into the DRB during Course 2? (Y/N) ______ Yes, great and continue to do so! If not, be sure to do at least ONE EACH SHIFT from here on out. This is such an important tool to use to communicate with all managers of the restaurant. Read the Compass. What was one thing you learned this week from it?

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

q Complete: Hotschedules Manager Experience (Manager Home Tab)– Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules Manager Experience (The Staff Tab) – Please complete this module within “Communicates Effectively” On the Hook

q Complete:: Hotschedules Manager Experience (The Staff Tab Part 2 & Broadcast Messages) – Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules Mangaer Experience (Adding and Removing Employees) – Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules Mangaer Experience (Digital Red Book) – Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules Mangaer Experience (DRB & Widgets) – Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules Mangaer Experience (Settings) – Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules Manager Experience (Quiz 2) – Please complete this quiz within “Communicates Effectively” onThe Hook


q Demonstrate: Performance Management – Did you witness any One on One’s during Course 2? _______. If not, ask your Training Manager to create an opportunity where you do a positive One on One’s to thank someone for achievements this week. What was discussed during this meeting? How did the Associate feel when they walked away?

__________________________________________________________________________________________

q Explore: Expo – This is an extremely important station for the entire restaurant. It is the last and final link between the kitchen and the Guest. Write some of the key notes your Training Manager asked you to pay special attention to when working this station.

__________________________________________________________________________________________

__________________________________________________________________________________________

__________________________________________________________________________________________

q Complete: People Answers Part 3 Interpreting the Assesment – Please complete this module within – “Builds High Performing Teams” On the Hook.

The Culinary Plunge and more LSF Management

lswiecicki

Highlight

Move to Course 4 same spot


Champions Quality

q Demonstrate: HACCP - What are you doing on a daily basis to maintain this?

______________________________________________________________________________________________

______________________________________________________________________________________________

q Demonstrate: Facility Walk-thru’s – Take the lead this week in your participation of daily facility Walk-thru’s. Continue to make note of items that need follow-up and write them in the DRB as part of your shift notes.

______________________________________________________________________________________________

______________________________________________________________________________________________

q Demonstrate: Line Walk-thru’s – Take the lead in your participation of line Walk-thru’s. Did you use a line checklist to look and record quality concerns? What items required follow up during this practice in Course 2?

______________________________________________________________________________________________

______________________________________________________________________________________________

q Demonstrate: Sanitation – During Course 2, you discussed with your Training Manager how they actively make this a priority with their restaurant. What are ways they do this?:

______________________________________________________________________________________________

______________________________________________________________________________________________

How are you starting to hold the staff accountable to high sanitation standards? What items can you bring to Associates’ attention during this course to make sure it is “top of mind?”

______________________________________________________________________________________________

______________________________________________________________________________________________



q Observe: Opening & Closing Procedures: During this Course, you transition to opening or closing with the Hospitality Manager. You will need to begin creating your own opening and closing checklists for these practices. You will take them with you to your home restaurant. Be thorough.

q Demonstrate: CONNECT– During Course 1 and 2, you were making connections with your new Associates. Now, pay attention to the “connect” behaviors the Associates share between them. What are some positive “connect” behaviors you are seeing? Record them here.

1._______________________2._____________________3._____________________________


q Observe: Labor – Was the Roster Report used every day during your Course 2? _____. What did you learn from each Manager about using this Report to manage labor?

______________________________________________________________________________________________

______________________________________________________________________________________________

q Explore: Inventory – This is a weekly event and your schedule was created to maximize your exposure to this process. How did your first inventory go? ___________________________________________________________

What are key items to have in place to ensure a successful inventory process?

______________________________________________________________________________________________

______________________________________________________________________________________________

The Culinary Plunge and more LSF Management

lswiecicki

Highlight

Add another bullet: Complete: Kitchen Validation

Course 3 Validation






SELF MGR











q Demonstrate: Bill Paying – During Course 2, you began to demonstrate your abilities at paying bills. Continue to do so on a shift by shift basis.

q Observe: Sales and Labor Forecast: This is most commonly called the SLF and is prepared weekly by your General Manager. Please schedule a time each week from now until the end of training to observe their preparation of this document.

q Observe: Daily Labor Control: This is most commonly called the DLC and is updated nightly by the Management Team. If you haven’t already been introduced to the inputting of numbers, please ask to be included every time at close when the Manager completes this.

q Complete: Accounting – Please complete this module within “Deliver Strong Sales Growth On the Hook.


Front of the House Function Training OverviewIn the next 3 courses, you will internalize Legal Sea Foods culture and standards of sincere service and warm hospitality by demonstrating the proficiency of an hourly Associate in:

W Host

W Serve

W Bartend

As in Culinary Training, you will start each day by communicating with either your Training Manager or FOH MOD in order to clarify your training objectives for the shift. Every shift must include attendance at Pre-Meal and in-depth Walk-thru’s of all areas of the Training Restaurant.

This is your Associate Training phase. Spend the bulk of the meal period in your area of focus (Host, Server, and Bar). Your primary objective in this phase is to gain in-depth knowledge and an understanding of how learning these components relates to our 6 competencies.

W Warmth and Hospitality

W Role and Responsibilities in the restaurant

W Steps of Service

W Make sure you are asking if “this is a restaurant specific standard or a company approved specifications”

W Legal Sea Foods standards of performance

W In turn, how do I manage an Associate in this position for improved performance?

W Training processes – you will be trained as any new Associate

On opening shifts, you will shadow the MOD to begin exposure to opening responsibilities before continuing your shift with appropriate trainers for each position.

When working until closing, you will finish your hourly training shift by working alongside the closing MOD, building familiarity with closing procedures. In your Operations Management Phase, you will master these procedures with more exposure and repetition.

As your shift winds down, take time to touch base once again with your Training or Manager on Duty to briefly relay your observations from your day and to assess objectives for your next shift.

Requirements:

In this phase, you will:

W Complete all requirements of the Associate training system (Pocket Guide, OJT Shifts, Training Classes, Quizzes, Videos, etc.)

W Complete all Associate validation requirements for Host, Server, and Bar in order to move onto the next Course

W Demonstrate your knowledge at your Function Training Validations – which you will print from The Hook and complete

W Perform as an hourly Associate in each position and function area


Front of the House Function Training OverviewOpening Shifts:

9:00 am Touch base with opening MOD/Training Manager

Begin FOH MOD opening and/or attend training class

10:00 am When not attending training classes, begin observing position of focus for set-up procedures (side-work, prepped items, area Walk-thru’s)

11:00 am Pre-Meal, begin position execution with Trainer

2:00 pm This is your time to:

u Complete station execution

u Assist with transition

u Manager meal

u Projects- Validation-Application Exercises

u One-on-One time

u Touch base with opening and closing MOD/Training Manager

u Review objectives and observations for next shift

5:00 pm Attend dinner Pre-Meal, observe position execution with MOD focusing on position and evaluation of staff

7:00pm Shift ends

Mid- Shifts:


2:00 pm Observe transition procedures, work with MOD to formulate Pre-Meal topics and floor plans

4:00 pm Touch base with MOD/Training Manager, review objectives of the day and plan for next shift’s objectives

5:00 pm Pre-meal, begin position execution with trainer

9:00 pm Shift ends

Closing Shifts:

2:00 pm This is your time to:

u Complete station execution

u Assist with transition

u Manager meal

u Projects- Validation-Application Exercises

u One-on-One time

u Touch base with opening and closing MOD/Training Manager

u Review objectives and observations for next shift



9:00 pm Begin MOD closing responsibilities


12:00 am Shift ends




Develops Self

q Demonstrate: Uniform Standards – You have switched gears to the Dining Room. Please make sure your uniform standards are reflective of those set on the Associates.

q Demonstrate: Non-Verbal Communication – During Course 1, 2 and 3, you were asked to look at how your non-verbal communication impacts the restaurant and between Associates. This week, look at these non-verbal interactions between the dining room Associates. Are there any differences between these behaviors in the culinary team and the dining room team?

_____________________________________________________________________

_____________________________________________________________________

What non-verbal communication are you seeing between the interactions of the dining room team with the culinary team?

_____________________________________________________________________

_____________________________________________________________________

q Complete: Host Validation – Please print and complete with your Training Manager at the conclusion of Course 4. This module can be found within “Develops Self” On the Hook.


q Demonstrate Pre-Meal – During Course 3, you need to move into a demonstrative role on Pre-Meal skills. You will need to continue to do so, but talk about topics beyond Feature Items. Discuss with MOD what topic you can cover with the team during Pre-Meals this week. Again, verbally run through it prior to speaking in front of the large group. Ask a fellow Manager to role play with you.

What item will you be speaking about this week?

_____________________________________________________________________

_____________________________________________________________________

q Demonstrate: Communication – Did you put a DRB entry for every shift you worked during Course 3? ______

If not, be sure to do at least ONE EACH SHIFT from here on out. This is such an important tool to use to communicate with all managers of the restaurant. What did you learn from the Compass?

_____________________________________________________________________

_____________________________________________________________________

C+D+G+D=ROGConnect: How do you Connect with a first time Guest?________________________________________________________________________________________Discover: How do you Discover a Guest’s preference on the phone?________________________________________________________________________________________Guide: How do you Guide a Guest to the restroom?________________________________________________________________________________________Deliver: How do you Deliver a clean restroom every day?________________________________________________________________________________________

COURSE 4 Caught On Hospitality



q Observe People Answers – First interviews, please initiate with your TM to sit in on any and all first interviews this week.

q Demonstrate: Performance Management – Did you witness any One-on-One’s during Course 3? _______.

If yes, what was discussed? ______________________________________________

If not, ask your Training Manager to create an opportunity where you do a positive One-on-One to thank someone for their achievements this week. This will be a great way to be introduced to the FOH team. What was discussed during this meeting? How did the Associate feel when they walked away?

_____________________________________________________________________

_____________________________________________________________________

q Explore: Host – This is the first area you will be exposed to for Dining Room Hospitality Training. “It is the heartbeat of the restaurant.” You will work with many individuals at the host stand so ensure you are “Leading by Example” when demonstrating CONNECT behaviors at this position. Keep your head up, make eye contact along with a welcoming smile. This will go a long way with our Guests, but also the Associates in seeing you Lead. You will need to be able to understand all 3 positions at the Host Stand (Greeter, Scout & Caller) at any business volume.

q Complete: Agendas – Please print all Host Agendas and the workbook from within “Develops Self” On the Hook. Please complete each in their entirety. 3-hole-punch these items and save them in your GROW binder provided at Orientation.

q Complete: People Answers Behavioral Interviewing - Please complete this module within “Builds High Performing Teams” On the Hook.

Champions Quality

q Observe: Dining Room Walk-thru’s – During Courses 1 – 3, you performed Facility Walk-thru’s with the KMOD. Beginning with this course, you will do Dining Room Walk-thru’s with the MOD. During Course 4, bring it back to an observation. Take notes on key areas and things to follow up in. Record them in the DRB shift notes. When you move into Course 5, you will bring it back to a demonstrative status.

q Demonstrate: Sanitation – During Courses 1 – 3, you observed the behaviors of sanitation with the culinary team. Continue to do so, but now pay attention to those practices of the dining room team. How are you going to start to hold this team accountable to high sanitation standards? What items can you bring to Associates attention during this course to make sure it is “top of mind?”

_________________________________________________________________________________________

_________________________________________________________________________________________


q Observe: Opening & Closing Procedures – You began in Course 3 opening and closing with the Hospitality Manager. Have you begun creating your own checklists? Show them to your Training Coordinator and Director this week. What notes did they give you?

_________________________________________________________________________________________

_________________________________________________________________________________________

q Demonstrate: DISCOVER– We focused on CONNECT during the first three courses. Now, let’s move into the second part of the equation: Connect + Discover + Guide + Deliver = ROG and spend some time in DISCOVER. Name three things that you “discovered” from 3 dining room Associates.

1._ _______________________________________________________________________________________

2. ________________________________________________________________________________________

3. ________________________________________________________________________________________

Caught On Hospitality

_______________________

lswiecicki

Highlight

What is the line above it.


q Observe: Guest Recovery – Please review with your Training Manager: How to use the 911 ticket system. How to fill out an AFIC? Where to find a Dry Cleaning Reimbursement form? What are the Guest Accident Forms.? We will ask about them in Course 5.

q Complete: Open Table Flex 1 – Please complete this module within “Creates Memorable Guest Experiences” On the Hook..

q Complete: Open Table Flex 2 - Please complete this module within “Creates Memorable Guest Experiences” On the Hook.

q Complete: Open Table Flex 3 - Please complete this module within “Creates Memorable Guest Experiences” On the Hook.


q Observe: Labor – Do MOD’s and KMOD’s use the Roster Report differently? Yes or No. Why? (There is no right answer.) ______________________________________________________________________________________

_____________________________________________________________________________________________

q Explore: Inventory – How many inventories have you done so far? _____

What is something that you see as a potential challenge for you, if you need to complete inventory solo?

________________________________________________________

What steps will you take to overcome that?

________________________________________________________

________________________________________________________

q Demonstrate: Bill Paying – Continue to ask to be involved in this process. The bills may be more related to FOH product and more specifically with the Beverage Manager.

q Observe: Sales and Labor Forecast – Are you scheduled to observe again this week?

q Demonstrate: Daily Labor Control – You should be inputting all numbers every closing shift you work. You will want to become very efficient in doing this and repetition will help.

q Demonstrate: Cash Handling – You will have already observed this during Course 3. The best way to learn it is by creating muscle memory. Take all check-outs during this course and have the MOD observe you doing this. Be open to suggestions from them. Please print the Closing Check-Out Procedures from within Delivers Profitable Sales Growth On the Hook.

q Complete: Hotschedules (The Process to Building Ideal Schedules) - Please complete this module within “Delivers Profitable Sales Growth” On the Hook

q Complete: Hotschedules (Forecasting) - Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules (Templates) - Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules Forecast Templates Quiz ) - Please complete this quiz within “Communicates Effectively” On the Hook

Caught On Hospitality






SELF MGR

Develop Self

Understands what it means to lead by example and demonstrates it immediately through engagement in training. Displays through conversations and actions a passion for the business; may share positive hospitality experience to associates. Is enthusiastic throughout training.

Embraces ownership of their training and their responsibily of their position in the company. Has demonstrated the ability to plan and prioritize work so it is completed in a timely manner. Has shown flexibility and being adabtable to change.



Continues to demonstrate positive body language in all interactions. Is approachable and practices active listening. Understands and upholds all Federal, Sate and Local law in the restaurant. Optimizes performance for both self and the team through the consistent use of technology.



Has learned how to properly navigage throught the People Answers system and demonstrates use at the restaurant. Has established credibility with team members and as a result can motivates others to work at peak performance.




Learns and applies all the behaviors of DISCOVER and GUIDE. Should be asking questions to learn about team members, systems, Guests, and the company. Can guide others to elevate service and hospitality for both the internal and external Guest.



Continues to use all labor and controllable tools and demonstrates proficiency. Maximizes the opportunity to sell and promote the restaurant inside and outside the four walls.

Course 4 Validation




Develops Self

q Demonstrate: Uniform Standards – Are you in the correct server uniform? If you have any doubts, please speak to your Training Manager.

q Demonstrate: Non-Verbal Communication – From 1 – 4, 1 being low and 4 being high, what is the energy level of the Dining Room Associate group each shift?

_____________________________________________________________________

What energy are you bringing to the shift and how? __________________________

_____________________________________________________________________

q Complete: Agendas – Please print all Server Agendas from within “Develops Self” On the Hook. Please complete each in their entirety. 3-hole-punch these items and save them in your Leadership Binder provided at Orientation.

q Complete: Server Quiz 1– Please complete this quiz within “Develops Self” On the Hook

q Complete: Server Quiz 2 – Please complete this quiz within “Develops Self” On the Hook

q Complete: Server Quiz 3– Please complete this within “Develops Self” On the Hook

q Complete: Server Test 1 – Please complete this test within “Develops Self” On the Hook

q Complete: Server Test 2 – Please complete this test within “Develops Self” On the Hook

q Complete: Server Validation – Please print and complete with your Training Manager at the conclusion of Course 5. This module can be found within “Develops Self” On the Hook.


q Demonstrate Pre-Meal – On a scale of 1 – 4, 1 being low and 4 being high, how well do you feel your participation in Pre-Meal was during Course 4? What are you going to do in Course 5 Pre-Meal participation to increase your performance? Seek feedback from your Training Manager daily.

_____________________________________________________________________

_____________________________________________________________________

q Demonstrate: Communication – Much of the focus has been on the DRB in your first four courses. You will need to continue with those behaviors of writing daily in the DRB, but add a focus on the email portion of communication. Make sure you are reading the restaurant’s emails each shift. Ask questions if you don’t understand something. Have you read the Compass? ________________


q Explore: Server – This is the second area you will be exposed to for Dining Room Hospitality Training. You will go through FOH Associate classroom training and OJT’s.) Please print all the applicable agendas from within “Develops Self” On the Hook. Keep the C+D+G+D=ROG formula top of mind, always, as you work through this station. How are you connecting with Guests? What are you discovering about them as they dine? Did you capture notes and store them in Open Table? Did you Guide them to a Feature item? Did you deliver them a sincere thank you and an invitation to return? These are all things you should ask yourself daily.

C+D+G+D=ROGConnect: What actions can you take to Connect with a Guest at a table?________________________________________________________________________________________Discover: How do you Discover if a Guest has a time constraint?________________________________________________________________________________________Guide: How do you Guide a Guest through the appetizer section of the menu?________________________________________________________________________________________Deliver: How do you Deliver personalized service to a table? _______________________________________________________________________

COURSE 5 Swimming Through Service

Swimming Through Service


q Demonstrate: Performance Management – Did you witness any One-on-One’s during Course 3? _______.

If yes, what was discussed?

________________________________________

________________________________________

________________________________________

________________________________________

If not, ask your Training Manager to create an opportunity where you do a positive One-on-One’s to thank someone for their achievements this week. This will be a great way to be introduced to the FOH team. What was discussed during this meeting? How did the Associate feel when they walked away?

__________________________________________________________________________________________

__________________________________________________________________________________________

Champions Quality

q Demonstrate: Dining Room Walk-thru’s – During Course 4, you observed the Dining Room Walk-thru. Have you created your own checklist? This week you will need to perform this taskusing your checklist and have your Training Manager shadow you. Be sure to capture any feedback they give you.

q Demonstrate: Sanitation – Is there any feedback you can share with your Training Restaurant on the sanitation practices of the team? Good or bad, find an opportunity to share your observations with the Training Manager. Legal Sea Foods prides itself on these practices and it is always good to have open communication to enrich these behaviors.


q Observe: Opening , Mid-Shift and Closing Procedures – Have you shown your opening and closing checklists to your Training Manager for feedback? If not, do that during this course. You will be scheduled a mid-shift this week. What are noticeable differences between this shift and that of an open or close?

__________________________________________________________________________________________

__________________________________________________________________________________________

q Demonstrate: Open Table – While you are working your OJT’s, you will be presented with Guests who have reservations. This means, that their information is captured in our OpenTable system. Please add notes to their profile on items you discover during their dining experience. There could be things such as: table preference, server preference, favorite wine, favorite fish…there is no end to the number of items we could capture.

q Demonstrate: DISCOVER – During Course 4, the focus was on learning about the Associates.. Now let’s focus on the Guests. Name three things that you “discovered” from three Guests and captured in the Open Table system.

1. _________________________________________________________________________________________

2. _________________________________________________________________________________________

3. _________________________________________________________________________________________

Swimming Through Service



q Observe: Labor – Make it your responsibility to print and have the Hotschedules Roster Report ready each shift you open with the opening Managers.

q Explore: Inventory – Continue to do inventories as they are scheduled. Be fully engaged and take initiative to complete everything you feel comfortable doing. Have the Training Manager shadow you as you perform an inventory. Establishing muscle memory in this function will give you greater efficiency every time you do it.

q Demonstrate: Bill Paying – Continue to ask to be involved in this process. Again, the more you do this function, the greater efficiency you will have.

q Observe: Sales and Labor Forecast – Are you scheduled to observe again this week?

q Demonstrate: Daily Labor Control – Continue to be the one who inputs this information at each of your scheduled closing shifts.

q Complete: Hotschedules (Schedule generating) - Please complete this module within “Delivers Profitable Sales Growth” On the Hook

q Complete: Hotschedules (Scheduler Overview) - Please complete this module within “Communicates Effectively” On the Hook

q Complete:: Hotschedules (Using the Scheduler) - Please complete this module within “Communicates Effectively” On the Hook

q Complete: Hotschedules (In-Scheduler Reports ) - Please complete this module within “Communicates Effectively” On The Hook

q Complete: Hotschedules (Posting Schedules & Scheduling Alternatives ) - Please complete this module within “Communicates Effectively” On The Hook

q Complete: Hotschedules (Reports and Settings) - Please complete this module within “Communicates Effectively” On The Hook

q Complete: Hotschedules (102 - Quiz ) - Please complete this quiz within “Communicates Effectively” On The Hook






SELF MGR

Develop Self
















Course 5 Validation




Develops Self

q Demonstrate: Uniform Standards – Are you in the correct bartender uniform? If you have any doubts, please speak to your Training Manager.

q Demonstrate: Non-Verbal Communication – From 1 – 4, 1 being low and 4 being high, what is your energy level this week? _____

q Complete: Agendas – Please print all Bartender Agendas from within “Develops Self” On the Hook. Please complete each in their entirety. 3-hole-punch these items and save them in your Leadership Binder provided at Orientation.

q Complete: Raising the Bar Cocktails Quiz– Please complete this quiz within “Develops Self” On the Hook

q Complete: Raising the Bar Highballs Quiz – Please complete this quiz within “Develops Self” On the Hook

q Complete: Raising the Bar House Quiz– Please complete this within “Develops Self” On the Hook

q Complete: Raising the Bar Sours Quiz – Please complete this test within “Develops Self” On the Hook

q Complete: Raising the Bar Sparkling Quiz – Please complete this test within “Develops Self” On the Hook

q Complete: Bartender Validation – Please print and complete with your Training Manager at the conclusion of Course 6. This module can be found within “Develops Self” On the Hook.


q Demonstrate Pre-Meal – During Course 6, you should begin to start giving a Pre-Meal with the Chef in its entirety. If you are not 100% comfortable with that, in what ways can you strengthen this skill?

_____________________________________________________________________ _____________________________________________________________________

q Demonstrate: Communication – DRB, email and the Compass should be part of your daily and weekly routines as you start and end each shift. What would happen within a restaurant if these communication tools were not used?

_____________________________________________________________________

_____________________________________________________________________

q Demonstrate: Employee Documentation – In Course 1, we asked you to be witness to this process everytime it is done. Now, be the one to properly complete and submit this form. Be sure to have your Training Manager provide feedback before submission. Leah Hurley is our Employee Relations Manager. Take the time to reach out and introduce yourself to her. 617-530-9326. She is a great resource for this process and is always able to help.

C+D+G+D=ROGConnect: What questions do you ask to Connect with a Guest at the bar?________________________________________________________________________________________Discover: How do you Discover a Guest’s beverage preference?________________________________________________________________________________________Guide: How do you Guide a Guest through the wine list?________________________________________________________________________________________Deliver: How do you Deliver balanced drinks every time?________________________________________________________________________________________

COURSE 6 Raising the Bar



q Explore: Bartender - This is the last area you will be exposed to for Dining Room Hospitality Training before you enter your MOD shifts. Build on what you learned with CDGD during Server training and add the elements of bar service to this. You will need to maintain warm hospitality with the Guests as well as learning to make drinks the Legal Sea Foods way. Ask questions! Build muscle memory! You will want to feel comfortable in all aspects of the bar so you can properly support your home restaurant, bar Associates and Guests when you begin there.

q Demonstrate: Performance Management – You have witnessed or created an opportunity to do One-on-One’s with the Associates.

__________________________________________________________________________________________

__________________________________________________________________________________________

q Observe: Orientation – Starting here in Course 6, begin scheduling yourself to be available for any new hire orientations the GM does in your Training Restaurant.

Champions Quality

q Demonstrate: Dining Room Walk-thru’s – Continue to perform this function every shift you work. Something different could be noticed every shift and it is important.

q Demonstrate: Sanitation – Did you give any feedback to the Training Manager about these practices during Course 5? If so, what were they?

__________________________________________________________________________________________

__________________________________________________________________________________________

q Observe: Feature Pages – As a Manager, there will come a time when you need to have the ability to create and edit Word & Excel documents such as the Feature Pages. Ask to schedule yourself some time with the individual who does them in your Training Restaurant during Course 6 and watch how they do this process.


q Demonstrate: Opening , Mid-Shift and Closing Procedures – It is expected that by Course 6, you will be able to solely open and close a restaurant. Although, you will not be expected to do this during training, please demonstrate to your Training Manager that you can by using your checklists. The Training Manager should not be prompting you to complete the opening or closing tasks. Reference your checklist and be thorough as you complete this. Being speedy is not important here, being thorough is.

q Demonstrate: Open Table – During Course 5, you were asked to capture notes from Guests and enter them in the OpenTable system. You can do the same during your time at the bar. There may not be an opportunity to capture everything in OpenTable, but you will be able to put the information in the Bar Book, located on the back bar.

q Demonstrate: Guide – During Courses 1- 5, we have covered the behaviors of Connect and Discover in the C+D+G+D=ROG. Now we move into the topic of “Guide”. What are ways that we can “guide” our Guests? Please reference the module GUIDE within “Creates Memorable Guest Experiences” On the Hook. List 3 ways here.

1. _________________________________________________________________________________________

2. _________________________________________________________________________________________

3 _________________________________________________________________________________________

Raising the Bar


q Complete: Language of Love (An Introduction) – Please print the instructions sheet attached to this module and view within “Creates Memorable Guest Experiences” On the Hook.

q Complete: Language of Love (Pinot Grigio/Gris & Chardonnay) – Please print the worksheet attached to this module and view within “Creates Memorable Guest Experiences” On the Hook.

q Complete: Language of Love (Riesling & Sauvignon Blanc) – Please print the worksheet attached to this module and view within “Creates Memorable Guest Experiences” On the Hook.

q Complete: Language of Love (Cabernet Sauvignon & Pinot Noir) – Please print the worksheet attached to this module and view within “Creates Memorable Guest Experiences” On the Hook.

q Complete: Language of Love (Validation) – Please print the worksheet attached to this module within “Creates Memorable Guest Experiences” On the Hook. Please IOM this sheet to the Beverage Dept. at the QCC.


q Demonstrate: Labor – Continue to make it your responsibility to print and have the Roster Report ready each shift you open for the opening Managers. Although you are not in your MOD shifts yet, pay close attention to how the Associates are cut during shift.

q Explore: Inventory – Continue to do inventories as they are scheduled. Be fully engaged and take initiative to complete everything you feel comfortable doing. Have the Training Manager shadow you as you perform and inventory. Establishing muscle memory in this function will give you greater efficiency every time you do it.


q Demonstrate: Variances - Continue to work with your Training Manager weekly with the Variance Reports. What types of variances did you see? List them here.

______________________________________________________________________________________________

______________________________________________________________________________________________

What was the explanation of the variances?

______________________________________________________________________________________________

______________________________________________________________________________________________

q Observe: Sales and Labor Forecast - Are you scheduled to observe this again this week?

q Demonstrate: Daily Labor Control – Continue to be the one who inputs this information at each of your scheduled closing shifts.

q Demonstrate: Cash Handling – Continue to take check-outs. You will have already observed how to close out cash drawers for the Bar and Take-Out, but if you haven’t already, be the one to do all the counts and close out of these drawers moving forward.

q Complete: Compeat Variance – Please complete this module within “Delivers Profitable Sales Growth” On the Hook..

Raising the Bar

Course 6 Validation






SELF MGR

Develop Self

















Operations Management (MOD) OverviewObjective

In this phase, you will continue to build on managerial skills learned during your Culinary Training and from the Associate Training phase. Continue to be fully engaged and can demonstrate :

W Ensuring uniform standards are met and the energy in the restaurant is positive

W Using all forms of communication: DRB, Email, IOM, the Compass, and The Hook

W Assessing Associate performance and behaviors

W Service, Food Safety and Sanitation are adhered to

W Opening and Closing the restaurant

W The ability to perform all functions of Compeat and Inventory practices

In addition, the MIT will take a greater exposure to:

W Hiring practices – observing and performing interviews

W EverServe trouble shooting

W Guest Recovery; table side and using the 911 ticket system

Daily Breakdown:

W Start every day by touching base with either your Training Manager or MOD to communicate your training objectives for the shift. Every shift must include attendance at Pre-Meal and in depth walk-thru’s of all areas of the Training Restaurant.

W This is your Operations Management (MOD) phase, which is broken down into Opens, Mids and Closes to best prepare you with the tools and resources to master each type of shift.

W Manage your time to allow yourself study time at least three times a week, reflect on what you have learned, research items you noted in your workbook from each of your shifts and to plan your approach to assigned projects.

W As your shift winds down, take time to touch base once again with your Training Manager or MOD. Briefly relay your observations from your day and to assess objectives for your next shift.

Requirements:

In this phase, you must:

Complete (5) Opens, (4) Mids and (5) Closing MOD shifts

Lead all Pre-Meals

Evaluate Trainer knowledge and Associate adherence to Service and Sanitation standards

Understand “Areas of Accountabilities”


Operations Management (MOD) OverviewOpening Shifts (all times are approximate and subject to the needs of the shift)


Begin as FOH MOD

10:00 am Observe all positions for set-up procedures (side work, prepped items, and host stand readiness)

Opening MOD facility walk-thru

11:00 am Pre-Meal

Conduct shift as opening MOD



4:00 pm Touch base with opening and closing MOD/Training Manager, review objectives and observations for next shift

5:00 pm Attend Pre-Meal

Work shift as MOD focusing on evaluation of all positions

7:00pm Shift ends

Mid Shifts (all times are approximate and subject to the needs of the shift)





9:00 pm Shift ends

Closing Shifts (all times are approximate and subject to the needs of the shift)



4:00 pm Manage transition procedures

Manage shift as MOD: formulate Pre-Meal topics and floor plans

5:00 pm Attend Pre-Meal

9:00 pm Begin MOD closing responsibilities

11:00 pm Touch base with MOD/Training Manager, Review objectives of the day;

Plan for next shift’s objectives

12:00 am Shift ends




Develops Self

q Demonstrate: Uniform Standards – Now you are in your MOD shifts and attire must be tasteful, non-distracting, pressed, neat, clean, safe, professional and appropriate for the restaurant. You also should wear confidence!

q Demonstrate: Non-Verbal Communication – A great way to wear confidence is in the body language you display. How is your posture? – Shoulders back? Attentive? How is your resting face? Positive? Alert? Be mindful of the non-verbal communication you send to your Guests and Associates. Don’t be afraid to ask for feedback from your Training Manager in regards to these behaviors.

q Complete: Develop Self – Introduction – Please coplete this module witin “Develops Self” On the Hook.


q Demonstrate Pre-Meal – What are the hospitality points being covered during Pre-Meal this week?

_____________________________________________________________________

_____________________________________________________________________

q Demonstrate: Communication – Continue to strengthen your use of the DRB, email and the Compass. What topics from the Compass this week were important and added into Pre-meal?

_____________________________________________________________________

_____________________________________________________________________

q Demonstrate: Employee Documentation – Continue to be actively participating in the completion of these documents.


q Explore: Manager On Duty (MOD) – You are in your second to last week of MIT training. Ask questions! What is your definition of Leadership?

_____________________________________________________________________

_____________________________________________________________________

q Demonstrate: Performance Management – You have witnessed or created opportunity to do One-on-One’s with the Associates. Complete this exercise by putting a name in front of each line and finishing the statement. Be sure to use real examples and give each positive feedback to that staff member. Use 3 Culinary and 3 Hospitality team members.

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

q Observe: Orientation – Continue to schedule yourself to be available for any new hire orientation the GM does in your Training Restaurant.

C+D+G+D=ROGConnect: What can you do to build a Connection with your Associates while you open?________________________________________________________________________________________Discover: How do you Discover who to call if Compeat doesn’t complete?________________________________________________________________________________________Guide: How would you Guide your Training Manager through a dining room walkthrough?________________________________________________________________________________________Deliver: In order to Deliver the perfect Pre-Meal you would need to:____________________________________________

COURSE 7 Casting a Long Line of Hospitality


q Observe: Interviews – Please ask to be scheduled to witness all interviews that take place throughout the restaurant. They are not limited to Front or Back of the House. Offer to print the interview guide for the Manager conducting the interview. Upon completion of the interview, move the candidate in People Answers to the applicable bucket.

q Demonstrate: People Answers – You have completed all the training modules within this system. If you haven’t already, work with your Training Manager to move candidates through the system. It is important to move those you are not interested in to the “No Interest” bucket. We want to be fair to those that take the time to go through the application process and give them a response.

q Explore: Employment Law – Take time during MIT training to review policies against Harassment and Discrimination per the Employee Handbook

Champions Quality

q Demonstrate: Dining Room Walk-thru’s – Continue to perform this function every shift you work. Something different could be noticed every shift and it is important

q Demonstrate: Sanitation – Did you give any feedback to the Training Manager about these practices during Course 5? If so, what were they?

______________________________________________________________

______________________________________________________________

______________________________________________________________

______________________________________________________________

q Observe: Feature Pages – Continue to schedule yourself some time with the individual that does them in your Training Restaurant during Course 7.

q Demonstrate: EverServe – You will need to be completely versed and be able to perform comps and voids, as well as, returns and promotion procedures. Please initiate learning these items from your Training Manager.

______________________________________________________________________________________________

______________________________________________________________________________________________


q Demonstrate: Opening , Mid-Shift and Closing Procedures – Continue to demonstrate to your Training Manager that you can perform all shifts by using your checklists.

q Demonstrate: Open Table – Continue to capture Guest notes in OT and have complete proficiency of the tool. You can revisit any of the OpenTable Training Courses within “Creates Memorable Guest Experiences” On the Hook.

q Demonstrate: Deliver – During Courses 1- 6, we have covered: Connect, Discover and Guide. During this course, we place our emphasis on Deliver and build on what we have already learned with the other three. What are ways that you will demonstrate the ideas of Deliver this week? Please reference the module DELIVER within “Creates Memorable Guest Experiences” On the Hook. List 3 ways here:

1 _____________________________________________________________________________________________

2. _____________________________________________________________________________________________

3. _____________________________________________________________________________________________

Casting a Long Line of Hospitality


q Explore: Guest Recovery – Please shadow your Training Manager as they make regular table visits, but pay special attention to those moments where problems may arise. What did the Training Manager do to handle those moments?

______________________________________________________________________________________________

______________________________________________________________________________________________

q Explore: Internal Systems – Review with your Training Manager the 911 ticket system.

q Explore: Gift Cards– Review with your RTM Patronix our gift card tracking system.

q Complete: ROG Report – Please print the ROG shopper report if you haven’t done so and schedule time to dine in an LSF and complete using the gift card given at Orientation.


q Demonstrate: Labor – Continue to make it your responsibility to print and have the Roster Report ready each shift you open for the opening Managers. Get involved with doing labor cuts. Initiate conversations with the MOD when you think they need to happen and ask questions as to why or why not a cut is made.

q Explore: Inventory – Continue to do inventories as they are scheduled. Be fully engaged and take initiative to complete everything you feel comfortable doing. Have the Training Manager shadow you as you perform and inventory. Establishing muscle memory in this function will give you greater efficiency every time you do it.


q Demonstrate: Variances - During Course 6, you completed the Compeat Variance module online. Do you have any questions from it? You can repeat the module as many times as you like to gain a complete understanding.

q Demonstrate: Variances – Continue to work with your Training Manager weekly with the Variance Reports. What types of variances did you see? List them here.:

______________________________________________________________________________________________

______________________________________________________________________________________________

What was the explanation of the variances?

q Observe: Sales and Labor Forecast – Are you scheduled to observe this again this week?

q Demonstrate: Daily Labor Control – Continue to be the one that inputs this information at each of your scheduled closing shifts.

q Demonstrate: Cash Handling – Continue to take check-outs. You will have already observed how to close-out cash drawers for the Bar and Take-Out but, if you haven’t already, be the one to do all the counts and close out of these drawers moving forward.

q Demonstrates: Schedule Writing – Work with you Training Manager and complete their schedules with them this week. You should be able to use a template for the sales volume expected and auto generate the schedule. Then tweak the schedule with your Training Manager. Please have the GM review it before posting.

______________________________________________________________________________________________

______________________________________________________________________________________________

q Explore Payroll – Review forms (Vacation Requests, I-9, Payroll Adjustment, New Hire, Pay Rate Increase)

Casting a Long Line of Hospitality






SELF MGR

Develop Self

Understands what it means to lead by example and demonstrates it immediately through engagement in training. Displays through conversations and actions a passion for the business; may share positive hospitality experience to associates. Is enthusiastic throughout training.Embraces ownership of their training and their responsibily of their position in the company. Has demonstrated the ability to plan and prioritize work so it is completed in a timely manner. Has shown flexibility and being adabtable to change.Has demonstrated the ability to solve problems and make decisions. Has been consistent in behaviors that show leading by example, passion for the business, embracing ownership, planning, and flexibility.


Establishes themselves within all the resources of communication of the restaurant; DRB, IOM, Email, and most importantly, direct conversations. Is willing to ask questions and take notes on information learned. Displays positive body language through all communication.Continues to demonstrate positive body language in all interactions. Is approachable and practices active listening.Has learned what effective delegation looks like. Has demonstrated behaviors in delegating and following up. Knows how to deliver constructive, honest feedback in a timely manner. Is able to hold people accountable. Understands and upholds all Federal, Sate and Local law in the restaurant. Optimizes performance for both self and the team through the consistent use of technology.


Begins to build positive working relationships and collaboration at all levels. Should be learning names of the associates, both front and back and initiate conversations with other Managers, Chefs and Directors.Has learned how to properly navigage throught the People Answers system and demonstrates use at the restaurant. Has established credibility with team members and as a result can motivates others to work at peak performance.

Champions Quality

Uncompromising and consistent in maintaining all LSF food and beverage product specifications, systems and standards. Maintains a high level of cleanliness, sanitation and maintenance inside and outside the restaurantEnsures the safely and security of restaurant, product, Associates and Guests. Demonstrated proficiency in all LSF food and beverage product specificaitons, systems and standards. Has demonstrated a high level of cleanliness, sanitation and maintenance inside and outside the fours walls.


Learns and applies all behaviors of CONNECT. Should be using eye contact in all conversations with Associates and Guests, smiling, initiating conversations. Should be consistent in the behaviors daily..Learns and applies all the behaviors of DISCOVER and GUIDE. Should be asking questions to learn about team members, systems, Guests, and the company. Can guide others to elevate service and hospitality for both the internal and external Guest.Learns and applies all behaviors of DELIVER. Has demonstrated the power of “thank you” to both the internal and external Guest. Is knowledgeable of what the standard for service is and can exceed expectations as a result.


Begins to learn how to manage labor and controllables through the resources like Hotschedules and Compeat that are shown. Takes every opportunity to be present when these tools are being used. Begins to demonstrate the knowledge by using the tools on a daily basis.Continues to use all labor and controllable tools and demonstrates proficiency. Maximizes the opportunity to sell and promote the restaurant inside and outside the four walls.Demonstrateshow to effectively manage labor and controllables, and cost of goods. Knows how to utilize all financial knowledge to manage outcomes. Could successfully execute all sales and marketing initiatives.

Course 7 Validation




Develops Self

q Demonstrate: Uniform Standards – Now you are in your MOD shifts and attire must be tasteful, non-distracting, pressed, neat, clean, safe, professional and appropriate for the restaurant. You also should wear confidence!

q Demonstrate: Non-Verbal Communication – A great way to wear confidence is in the body language you display. Did you receive any feedback from your Training Manager on your non-verbal communication skills? If so, what were they?

_____________________________________________________________________

_____________________________________________________________________


q Demonstrate Pre-Meal – What are the hospitality points being covered during Pre-Meal this week?

_____________________________________________________________________

_____________________________________________________________________

q Demonstrate: Communication – You will be added to your “Home” Restaurant Hotschedules. Continue to strengthen your use of the DRB, email and the Compass What topics from the Compass this week were important and added into Pre-meal?

_____________________________________________________________________

_____________________________________________________________________

q Demonstrate: Employee Documentation – Continue to be actively participating in the completion of these documents with your “Home” Restaurant MODs.


q Explore: Manager On Duty (MOD) – You are in your final week of MIT training and in your Home Restaurant. Ask questions! What are some questions you will ask your GM?

1. ___________________________________________________________________

2. ___________________________________________________________________

3. ___________________________________________________________________

4. ___________________________________________________________________

5. ___________________________________________________________________

q Demonstrate: Performance Management – You have witnessed or created opportunities to do one on one’s with the Associates. Ask to do one with your Home Restaurant GM to get to know their style.

q Observe: Orientation – Continue to schedule yourself to be available for any new hire orientations the GM does in your Training Restaurant.

q Demonstrate: Interviews – Please asked to be scheduled to participate in all interviews that take place throughout the restaurant. They are not limited to Front of the House. Be sure to print the interview guide, read through and prepare before conducting the interview. Conduct the interview with another Manager. Upon completion of the interview, move the candidate in People Answers to the applicable bucket.

C+D+G+D=ROGConnect: Speak of a special Connection you made this week, while closing:________________________________________________________________________________________Discover: How do you Discover that you are missing a cashout? ________________________________________________________________________________________Guide: What tool is available to Guide you through the closing financial responsibilities?________________________________________________________________________________________Deliver: What is the last step on Delivering the perfect shift:________________________________________________________________________________________

COURSE 8 A Beacon of Hospitality


q Demonstrate: People Answers – Continue to move candidates through the system. Does the Training Restaurant system have people in the availability bucket? If so, seek feedback from the GM on what should be done with those candidates. If they are not being moved into 1st Interview, they need to be moved to “No Interest” to be respectful of the candidates time and not keep them hanging for an answer.

Champions Quality

q Demonstrate: Dining Room Walk-thru’s – Use the checklist you created at your Training Restaurant. Continue to perform this function every shift you work. Something different could be noticed every shift and it is important.

q Demonstrate: Sanitation – What sanitation practices from your Training Restaurant did you or will you bring to your Home Restaurant?

__________________________________________________________________________________________

__________________________________________________________________________________________

q Demonstrate: Feature Pages – During Course 6, you were asked to observe how Feature Pages are done. During this course, you will need to complete the Feature pages and have the Home Restaurant Manager shadow you as you complete this process.

q Demonstrate: EverServe – You will need to be completely versed and be able to perform comps and voids, as well as returns and promotion procedures. Please continue to initiate learning these items from your Training Manager


q Demonstrate: Opening , Mid-Shift and Closing Procedures – Demonstrate to your Home Restaurant Manager that you can perform all shifts by using your checklists.

q Demonstrate: Open Table – Continue to capture Guest notes in OT and have complete proficiency of the tool. You can revisit any of the OpenTable Training Courses within “Creates Memorable Guest Experiences” On the Hook.

q Demonstrate: Deliver– You listed 3 ways you would “Deliver” to your External Guests. What are ways that you can deliver with your Internal Guests and produce ROIG? C+D+G+D=ROIG.

1. _________________________________________________________________________________________

2. _________________________________________________________________________________________

3. _________________________________________________________________________________________

q Explore: Guest Recovery – During this last and final course, have your Training Manger shadow you as you make regular table visits. Ask for immediate feedback on each table visit where a problem may have presented yourself. What was the feedback?

__________________________________________________________________________________________

__________________________________________________________________________________________

What will you do differently next time?

__________________________________________________________________________________________

__________________________________________________________________________________________

q Explore: Internal Systems –Review with your Training Manager the 911 ticket system.

q Explore: PAC/MAC – Discuss with Managers and Associates have attended these meetings. What was their experience?

__________________________________________________________________________________________

__________________________________________________________________________________________

A Beacon of Hospitality



q Demonstrate: Labor – Continue to make it your responsibility to print and have the Roster Report ready each shift you open for the opening Managers. Observe the cuts with the MOD.

q Explore: Inventory – This last week, continue to do inventories as they are scheduled. Even if it is not part of your assigned AOA in your home restaurant, please initiate involvement in this process so you don’t lose the muscle memory you learned while training and you quickly adapt to the Home Restaurants inventory and product.

q Demonstrate: Bill Paying – This may not be part of your AOA in your Home Restaurant, but ask to help with this process. It will help you understand the vendors used and the product coming in and out.

q Demonstrate: Variances – Continue to do these in your Home Restaurant any chance you get.

q Observe: Sales and Labor Forecast – Schedule to observe your Home Restaurant GM doing these. You will want to see them being created for this new restaurant.

q Demonstrate: Daily Labor Control – Continue to be the one that inputs this information at each of your scheduled closing shifts.

q Demonstrate: Cash Handling – You will now be taking check-outs in your home restaurant. Put everything you learned during the first 7 Courses into action. Take this time to get to know your new Home Restaurant staff. It’s a perfect built-in opportunity.

q Demonstrates: Schedule Writing – You will be assigned a schedule to create at your Home Restaurant. Be sure to use templates to create and write schedules. Develop new templates for different sales volumes.

A Beacon of Hospitality

Course 8 Validation






SELF MGR

Develop Self

Understands what it means to lead by example and demonstrates it immediately through engagement in training. Displays through conversations and actions a passion for the business; may share positive hospitality experience to associates. Is enthusiastic throughout training.Embraces ownership of their training and their responsibily of their position in the company. Has demonstrated the ability to plan and prioritize work so it is completed in a timely manner. Has shown flexibility and being adabtable to change.Has demonstrated the ability to solve problems and make decisions. Has been consistent in behaviors that show leading by example, passion for the business, embracing ownership, planning, and flexibility.


Establishes themselves within all the resources of communication of the restaurant; DRB, IOM, Email, and most importantly, direct conversations. Is willing to ask questions and take notes on information learned. Displays positive body language through all communication.Continues to demonstrate positive body language in all interactions. Is approachable and practices active listening.Has learned what effective delegation looks like. Has demonstrated behaviors in delegating and following up. Knows how to deliver constructive, honest feedback in a timely manner. Is able to hold people accountable. Understands and upholds all Federal, Sate and Local law in the restaurant. Optimizes performance for both self and the team through the consistent use of technology.


Begins to build positive working relationships and collaboration at all levels. Should be learning names of the associates, both front and back and initiate conversations with other Managers, Chefs and Directors.Has learned how to properly navigage throught the People Answers system and demonstrates use at the restaurant. Has established credibility with team members and as a result can motivates others to work at peak performance.

Champions Quality

Uncompromising and consistent in maintaining all LSF food and beverage product specifications, systems and standards. Maintains a high level of cleanliness, sanitation and maintenance inside and outside the restaurantEnsures the safely and security of restaurant, product, Associates and Guests. Demonstrated proficiency in all LSF food and beverage product specificaitons, systems and standards. Has demonstrated a high level of cleanliness, sanitation and maintenance inside and outside the fours walls.


Learns and applies all behaviors of CONNECT. Should be using eye contact in all conversations with Associates and Guests, smiling, initiating conversations. Should be consistent in the behaviors daily..Learns and applies all the behaviors of DISCOVER and GUIDE. Should be asking questions to learn about team members, systems, Guests, and the company. Can guide others to elevate service and hospitality for both the internal and external Guest.Learns and applies all behaviors of DELIVER. Has demonstrated the power of “thank you” to both the internal and external Guest. Is knowledgeable of what the standard for service is and can exceed expectations as a result.


Begins to learn how to manage labor and controllables through the resources like Hotschedules and Compeat that are shown. Takes every opportunity to be present when these tools are being used. Begins to demonstrate the knowledge by using the tools on a daily basis.Continues to use all labor and controllable tools and demonstrates proficiency. Maximizes the opportunity to sell and promote the restaurant inside and outside the four walls.Demonstrateshow to effectively manage labor and controllables, and cost of goods. Knows how to utilize all financial knowledge to manage outcomes. Could successfully execute all sales and marketing initiatives.

Congratulations!Now that you have just completed the Manager in Training program, you are ready to get “Hooked” into the world of Legal Sea Foods. You have worked hard over the past weeks. Take this time now to put all of your learning’s into action.

As you start your career, remember that you are a leader within our restaurants and are asked to uphold the Core Values. You have earned being a trusted member of the Legal Sea Foods team and will be looked to by your staff and Guests as an expert in the field of Quality, Freshness and Hospitality.

C + D + G + D = ROG is a great way to interact with your staff and Guests. Use this basic formula to tackle those everyday situations that you may come in contact with.

Remember… Every Guest is a Gift!

Congratulations and Best of Luck in your Legal Sea Foods Career.

Lsf mitmanual2013 v 5

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