TABLE OF CONTENTS

TRAINING MANUAL...........................................................4
OVERVIEW...........................................................................5
PROGRAMMING..............................................................6-7
ACTIVITY..........................................................................8-9
PAIRED.........................................................................8
GROUP.........................................................................9
ONLINE COURSE..............................................................10

TRAINING MANUAL
WELCOME

Welcome to Food Bar Foods Employee Training Manual. This manual has been designed
to ensure that you have the optimal training experience that provides you with all of the
information you will need to perform your tasks with quality and consistency. Throughout this
handbook employees will be exposed to an outline of our employee policies, programs and
expectations, along with a detailed explanation of our menu items. Here at Food Bar Food we
not only pride ourselves on our creativity in the kitchen and behind the bar but also in making
sure our employees are fully prepared to assist in making a great dining experience for our
guests.

Objectives and implementation instructions are within the framework established by
this handbook. We are excited to bring you onto our hardworking, spunky Employee Family
and can assure that this interactive training manual will be an enjoyable learning experience!

OBJECTIVE

After completing the training program each employee will have an orientation of how Food
Bar Food works, fully comprehend our management style, and be able to deliver the
level of service expected for our guests.

WHAT-HOW-WHO

What the manual is about

Food Bar Foods training manual has been created to accommodate all the different learning
styles of our employees by using a variety of helpful tools, in hopes that each employee will be
fully prepared to execute their duties at the optimal level.

How to use the manual

Food Bar Foods training manual is designed to be user-friendly and interactive to create an
enjoyable experiences for all employees. This manual consists of different sections and
activities that allows employees to stay engaged, while learning the culture, policies and other
essentials for working at Food Bar Food.

For whom the manual is meant for

Food Bar Foods manual is applicable to all of its employees. There are certain sections that will
be more useful depending on the employees role, however each employee is responsible to
know the necessary material needed to perform their duties.
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OVERVIEW
EMPLOYEE POLICIES

Below are descriptions of Food Bar Foods Employee Policies. All employees are
responsible to distinguish and abide by the following policies and should direct any questions
to a manager if clarification is needed. Failure to obey these guidelines will lead to
consequences enforced by a manager.

OBJECTIVE

Employees will be competent on all of Food Bar Foods policies and regulations and
execute them under all circumstances.

EMPLOYEE EXPECTATIONS

Our customers are the most important people in our business and deserve the most
courteous and attentive treatment. Every Food Bar Food Employee is expected to be polite to
customers and fellow employees, regardless of the situation.

Each time you interact with a customer or co-worker you have the opportunity to make
an impression about yourself and Food Bar Food. Remember the following Employee
Expectations to ensure that this impression is enjoyably memorable.

OBJECTIVE

Proper service etiquette is paramount to a memorable dining experience. All employees will
be adequately trained in exceptional customer care before they begin working shifts.

MENU
Having the appropriate knowledge of our unique menu is essential for all employees. In order
to sell the items employees, especially servers, must be able to properly describe to our guests
each item on the menu, as well as be able to suggest a favorite, recommended pairings, and
describe the flavors of each dish. Additionally, employees should be capable to inform our
guests of the nutritional information of dishes and how they are prepared.

OBJECTIVE
All employees will gain the knowledge and comprehension needed to be able to efficiently
and consistently explain every aspect of the menu to Food Bar Foods customers.

PROGRAMMING
OBJECTIVE

After this group facilitation, Food Bar Food employees will be able to assess the training
and work processes they need to improve upon. Through the utilization of deliverables
provided by Dukes Consulting, employees will be given an opportunity to discuss, question,
and provide feedback about any training processes.

OVERVIEW

The idea behind this group facilitation is for creating an open and friendly environment
for team bonding. We know through course work and working in groups that group
dynamics play a big role in the overall success of a team. This facilitation will give a chance
for individuals to meet one another, openly discuss thoughts on training and work processes,
and to help one another through a mentor process. We felt that the facilitation should include
an initial overview of policies, rules and regulations, and employee expectations, which will
be particularly beneficial for the new employees and a nice refresher for the old employees.
During this facilitation, more experienced workers can share tips about training and other
helpful hints with the new employees. Our hope is that the training manual and the other
deliverables created by Dukes Consulting will be implemented during this program,
however, that decision is ultimately up to Amandas discretion. The facilitation does not need
to be extremely structured and will likely include open discussion amongst employees.
Amanda will serve as a guide for group discussion and as a competent individual who can
answer questions that may come up during the facilitation. A safe and open environment
should be established in order for individuals to feel that they can share any questions,
comments, or concerns they may have about the training process at Food Bar Food.

INTRODUCTION

At this time, Amanda will introduce herself, the policies of FBF, rules and regulations, and
history behind FBF. This will establish a common ground among all employees who are
working for FBF.

PROGRAMMING
ACTIVITY

This activity is to be done in pairs. It would be most effective to pair together older,
more experienced employees with newer, less experienced employees. The activity will utilize
the active training method known as role-playing. In each pair of partners, the older workers
will role-play a type of customer, who is angry or upset about some aspect of the service they
have received. The other partner on the receiving end of this interaction Role-playing is an
active training technique that mimics real life situations. Utilizing the role playing technique
during this facilitation will make the situation applicable to everyone participating and will be
particularly beneficial to the newer employees who need to learn how to deal with all types of
customers.

OPEN FLOOR/DISCUSSION

During the program facilitation there should be time allotted for open discussion about
training processes. Again, there does not need to be a set structure for this program, but there
should be times for questions and discussion after material is presented. Allowing for open
discussion amongst workers can lead to improvement of ideas of work and training processes.

TIE-BACK/WRAP-UP

At this point Amanda can wrap up what was discussed and presented during the program. Any areas of training or policies regarding Food Bar Food should be looked into before
ending the facilitation.

ACTIVITY | PAIRED
PAIRED ACTIVITY
Scenarios
(20-22 minutes)

INSTRUCTIONS

Everyone will be partnered with another individual. Each pair should consist of one person who has a considerable amount of experience at Food Bar Food, while the other person is
a newly hired employee. (2 minutes)

ACTIVITY

Activity will utilize role-playing technique, one partner will play a customer who is extremely unhappy with the service they have received and the other partner will play the waiter/waitress. Then the roles switch. (6-9 minutes)

QUESTIONS FOR DISCUSSION

(Done with the group as a whole - 8-10 minutes)

1. How did you feel being on the receiving end of this interaction?
2. What strategies were the most useful in dealing with this extremely unhappy customer?
3. What is the best way to deal with this type of customer?
4. Did this role-playing activity help you feel more ready to handle this type of situation if and
when it occurs?
5. What did you take away from doing this activity? How can you apply what you learned from
this activity to your experiences as a server at Food Bar Food?

ACTIVITY | GROUP
GROUP ACTIVITY
Dont Dodge The Ball
(5-10 minutes)

INSTRUCTIONS

Gather all employees who are about to work the next shift and create a circle.

ACTIVITY

Throw a beach ball in the air and whoever catches it must rattle off a selling point of
something currently on the menu at Food Bar Food before passing it to the next person. Encourage each department to use their own job skills to come up with original ideas.
For example, a prep cook might say, Fresh chopped basil from the farmers market and a bartender might offer, Gin Blossom: gin, elderflower and pear nectar

ONLINE COURSE
COURSESITES INSTRUCTIONS

For an instructors perspective, CourseSites has an excellent outline of everything you
can do, with extremely easy to follow instructions. This outline can be found here: https://
www.coursesites.com/bbcswebdav/institution/coursesites-files/training/Job%20Aids/CourseSites%20Quick%20Start%20Guide_Instructors.pdf
This video is also very helpful for an instructor!:

https://www.youtube.com/watch?v=0CXsAzfEIQ0
For a students perspective, CourseSites has an excellent outline of everything you need
to know about using CourseSites and how to navigate through it. This outline can be found
here:

https://www.coursesites.com/bbcswebdav/institution/coursesites-files/
training/Job%20Aids/Student%20Quick%20Start%20Guide.pdf

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