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FAMOSO INC. Employee Orientation Handbook These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.

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EmployeeOrientationHandbook

TeamMemberName:

StartDate:

FAMOSO INC. Employee Orientation Handbook These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.

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TableofContents GettingToKnowYourStore …………………...........................Pg.3LocationInformation …………………...........................Pg.3YourManagementTeam …………………...........................Pg.3GetSocialWithFamoso …………………...........................Pg.3WhoAreWe?AnAuthenticPizzeria! …………………...........................Pg.4WelcomeToFamosoNeapolitanPizzeria …………………...........................Pg.5Famoso:TheNeighbourhoodPizzeria …………………...........................Pg.6WhatisNeapolitanPizza? …………………...........................Pg.6ItalianTerminology …………………...........................Pg.7What’sImportantToUs?OurPhilosophies! …………………...........................Pg.8BrandPillars …………………...........................Pg.9BrandValues …………………...........................Pg.10Hospitality …………………...........................Pg.11WhatisHospitality …………………...........................Pg.11WhatistheDifferenceBetweenService&Hospitality …………………...........................Pg.11WhatisWorldRenownedHospitalityAtFamoso …………………...........................Pg.11Whatis‘EveryGuest,EveryTime’? …………………...........................Pg.12Teamwork …………………...........................Pg.14HowToBuildTeamwork …………………...........................Pg.143Key’sToGreatness …………………...........................Pg.15DeviationService …………………...........................Pg.16FacesTablesAction …………………...........................Pg.18TelephoneEtiquette …………………...........................Pg.20What’sForDinner?AuthenticNeapolitanPizza! …………………...........................Pg.21FoodMenuTour …………………...........................Pg.22AuthenticNeapolitanIngredientsYouNeedToKnow …………………...........................Pg.22FamosoCookingMethod …………………...........................Pg.23Where?When?What?How?Why? …………………...........................Pg.24Where?IsEverything …………………...........................Pg.25When?DoYouWork …………………...........................Pg.25What?DoINeed …………………...........................Pg.26How?DoISucceed …………………...........................Pg.26Why?AmIHere …………………...........................Pg.26UniformStandards …………………...........................Pg.27Pizzaiolo …………………...........................Pg.27Server …………………...........................Pg.28

FAMOSO INC. 3 Employee Orientation Handbook

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GettingToKnowYourStore LOCATIONINFORMATION

LocationName

Address

PhoneNumber

WIFIPassword

EmailAddress

YOURMANAGEMENTTEAMGeneralManager

AssistantManager

CulinaryManager

AssistantCulinaryManager

RegionalManager

GETSOCIALWITHFAMOSO!

Don’tForgetToLikeUsOnFacebook!!

FACEBOOK COMPANY: /FAMOSOPIZZA STORE ________________

TWITTER COMPNAY: @FAMOSOPIZZERIA STORE ____________________

INSTAGRAM COMPANY: @FAMOSOPIZZERIA STORE ____________________

FAMOSO INC. 4 Employee Orientation Handbook

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Whoarewe?AnAuthenticPizzeria!

FAMOSO INC. 5 Employee Orientation Handbook

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Welcome!

WelcomeToFamosoNeapolitanPizzeria!

CongratulationsonjoiningtheFamosoTeam!AtFamosowebelievethatourstaffaretheheartofourPizzerias.Ourserversareourfirst&lastlinesofdefenseandourpizzaiolosareresponsibleformakingourAuthenticNeapolitanPizzas,whicharethecornerstoneofourbusiness.Ourteamiscomposedofenergetic,hardworking,caring&fun-lovingindividuals,whichYOUhavebeenselectedtobepartof.

Ourhiringphilosophyistoalwaysbeonthehuntforthebestpeoplewhopossesstheabovecharacteristics.Welookforgreatpeoplethathavethepersonalitiesthatmatchthefeelingwewantinourpizzerias.Webelievegreatpeopledrivetheprofileofourrestaurants,whichistobeapproachable,hospitable,energetic,entertainingandengaging.Wedon’talwayshirebasedonexperience.Instead,wetrainanddevelopcaringandmotivatedpeopletobetopperformersinourrestaurants.Havingbeenaguestatanotherrestaurantisalltheexperienceyouneed.Allyouhavetodoisaskyourself‘whatmakesmehappywhenIamaguest?’

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Famoso:TheNeighbourhoodPizzeria

WhatisyourvisionofaNeighbourhoodPizzeria?Oursisacasualandengagingrestaurantourguestsareaddictedto,withabustlingenvironment,amazingfood&drinksandhospitalityatgreatvalue.Whetherit’saquicklunch,afamilydinnernightoutorawine-filledevening,ourguestsalwaysfeelwelcome.

FamosowascreatedwiththegoalofdefiningwhataNeighbourhoodPizzeriashouldbe.Ourpassionisrootedinalovefortheauthenticfire-roastedNeapolitanPizza.Itisestimatedthatnearlysevenmillionoftheseunique,mouth-wateringpizzasareproduceddailyacrosstheentirecountryofItaly.

WhatisNeapolitanPizza?

NeapolitanpizzaisastyleofpizzaoriginatingfromthecityofNaplesinSouthernItaly.Thedoughismadewith‘00’flourandeachpizzaishandstretchedtoorder.Rossa(red)sauceismadewithhand-milledtomatoesfromtheCampaniaregionofItaly.Pizzasaretoppedwithafresh,whole-milkmozzarellaknownas‘fiordilatte’.Pizzasarecookedinafire-oven(forno)at900ºFahrenheitfor90seconds.Thefinishedproducthasaperfectlysoft,moistcenterwithathin,crisp&slightlycharredcrust.InadditiontoourauthenticNeapolitanpizzas,weofferfreshsalads,housemadeappetizers,sandwichesanddesserts.Qualitywines,localandimportedbeersandartisancocktailscomplementouramazingfoodofferingsthatareenjoyedinuniquelydesignedrestaurantsthatembracethecharacteroftheneighborhood!.

TherecipefortheNeighbourhoodPizzeriadoesn’tendwithamazingfoodanddrink.Inordertotrulycreatememorableexperiencesforourguests,weprovideunmatchedlevelsofhospitalityandservice.Thisincludeswelcomingfirsttimeguests,acknowledgingregulars,beingawareofandanticipatingguests’needs,consistentlyputtingourguestsfirst&mostimportantlyhavingfun!

ThegoalofbeingtheNeighbourhoodPizzeriaisonlyrealizedwithgreatpeople.Ourteammembersarethekeyingredienttoourpast,presentandfuturesuccesses.WebelievethateveryServer,PizzaioloandManagermustembodyourvalues.

Inspiration:TheFamosoStoryTheFamosostorybeginsinthesummerof2005whenco-ownerJustinLussiertraveledthroughoutItalyandfellinlovewiththemouthwateringfire-roastedpizzasservedthroughoutthecountry.AftereatingatPizzeriaSorbilloinNaples,Justinfoundapayphoneandimmediatelyphonedhisfriendsandfuturepartners,JasonAllardandChristianBullock.TheydiscussedtheuniquepizzainNaplesanddecidedtheyneededtobringauthenticNeapolitanpizzatoCanada.AftertrainingwiththeAssiciazioneVeracePizzaNapoletana(VPN),anorganizationpreservingthestandardsofauthenticNeapolitanPizza,theFamosoboysfinallylearnedabouttheuniqueingredientsandcookingprocessrequired.

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ItalianTerminologyIfyouarenotfromtheOldCountry,noproblema(that’sItalianforproblem)!We’vegotyoucoveredwithsomebasicsthatcanhelpyoualongatFamoso:

‘Neapolitan’-‘FromNaples’

‘Naples’–acityof1millionpeopleontheeastcoastofSouthernItaly.30minutesfromMountVesuviusandPompeii,butmostimportantly,wherepizzawasborn.

‘ALibretto’–‘Foldedlikeabook’.ThisreferstohowNeapolitanseattheirpizza.Becauseourpizzasaresoftinthecenter,weneedtoeducateourguestsontheproperwaytoeatNeapolitanpizza:withaforkandknife,or‘ALibretto’

‘Salute’–‘Cheers’

‘Ciao’–‘BothHello&Good-bye’

‘Grazie’–‘Thankyou’

‘BuonAppetito’–BonAppetitinFrenchmeansenjoyyourmeal,addan‘O’andyouhaveitinItalian.

‘VERAPIZZANAPOLETANAASSOCIATION’(VPN) –anon-profitorganizationdedicatedtopreservingthestandardsoftrueNeapolitanpizza.TheFamosoFounderstrainedwiththisorganizationinordertolearnabouttheingredientsandtechniquesrequiredinmakingAuthenticNeapolitanPizza.

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What’sImportantToUs?OurPhilosophies!

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BrandPillarsThefundamentalsofourPizzeria!

PIZZA

Authentic,high-qualityNeapolitanpizzaisthecornerstoneofFamoso.Wewillalwaysimportkeyingredientsandequipmenttoensureauthenticity.

ATMOSPHERE

Pizzabynatureissocialandcasualandwebelievethatatruepizzeriaexperienceshouldbeeasy,inviting,andfullofenergy.Afterthepizza,themostimportantingredientisthepeople–wehirethepeoplethatarethebestfitforFamoso–thatmeanswarm,outgoingpersonalitieswhoaredown-to-earthandtrulylovemakingourguestsfeelathome.

DESIGN

Ourfireovenistheheartofeachofourlocations.Wecreatespacesthathaveawarmenergy–theyareinviting,intimate,andencourageacasual,socialatmosphere.

WINE,BEER&COCKTAILS

Enjoyinghigh-qualitywine(andfood!)isn’tjustforspecialoccasions.Drinkingwineshouldbea‘no-strings-attached’experienceforanydayoftheweek.LocalCraft,Premium&Domesticbeerscomplimentanypizzaexperiencesaswellasartisanhousecraftedcocktails.

**DiscussionPointTrainerDiscusswaysthetraineeshoulddirectlyinfluencetheatmosphereofyourrestaurant. -Tips -Alwayssmiling(whyit’simportant) -Toneofvoice(beapproachable&friendlyinyourtoneatalltimes,withguests,staff&managers) -Neverbechaoticorupsetonstage -Alwayslookforopportunitiestomakeguestshappy -Ifyounoticethetemperatureistoowarmortoocoolforguests,letamanagerknow -Ifyounoticethelightsortoobrightorthemusictoolowforguests,letamanagerknow

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BrandValuesOurinner-drivingpriorities,valuesareabigwayweconnectemotionallywitheachotherandourguests.

LeadershipWithoutTitle

•EverysinglepersonontheFamosoteamactslikealeader–it’sanattitudeandawayofoperating.

•Wefocusonsolutionsandtakeresponsibilityforresults.

Kaizen(JapaneseFor‘ContinuousImprovement’)

•Ournaturalinclinationistodoitrightthefirsttimeandimprovethethingsthatcanbebetter.Wearecommittedtothephilosophyofcontinualimprovement.

Integrity

•Ouractionsreflectourvaluesand,becauseofthat,weoperatewithcompletetransparency.

Inclusiveness

•Wehaveagenuineandvestedinterestinthesatisfactionofourguests,co-workers,partners,andsuppliersbecausewebelieveincommunity,sharedownership,andfosteringanenvironmentofacceptance,appreciation,andrespect.

LoveOfLife

•Westrivetocreateexperiencesthatsurprise,delight,andexceedexpectations.

•We’reseriouswithoutbeingstuffyandweunderstandtheimportanceofhavingagoodtime.

Hospitality

•Famosocreatesawarm,invitingexperiencebydeliveringpersonableservice.

•Wetreatguests,co-workers,partners,andsuppliersliketheyarefriendsinourhome.Welistentothemandfollowupwiththoughtful,gracious,appropriateresponses.

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HospitalityOurHospitalityMission–EveryGuest,EveryTime

WhatIsHospitality?

Hospitalityistherelationshipbetweentheguestandthestaff&management.Thisincludesthegenuineinteractionswithguests,entertainmentofguestsandgeneralcareoftheiroverallexperiences.

Everyrestauranthassystems,standardsandexpectations,forfood,drinks,cleanliness,etc...Whilealltheaboveareabsolutelyimportant,theydon’tdevelopordriveHospitalityinourrestaurants.WithoutthefeelinggeneratedthroughHospitality,someofourguestsleavewithaflatfeelingabouttheirexperiences.Ourgoalisto‘WOW’everyguestthroughourcommitmenttoHospitality,GenuineCareandAppreciationforthemhavingchosenusoveranyothereatery.

WhatIsTheDifferenceBetweenService&Hospitality?

§ Serviceiso AboutmeetingExpectations!o AboutwhatyouDO!

§ Hospitalityis

o AboutexceedingExpectations!o AbouthowyouAre!

WhatIsWorldRenownedHospitalityAtFamoso?

Hospitalityshowsupinmanydifferentways.BelowaresomeexamplesofKeyWorldRenownedHospitalityCharacteristics.

§ BePresento Staffandmanagersareinthemomentwitheveryguesttheyinteractwith.

§ BeRelaxedo Guestsneverfeelrushedorliketheyareaninconvenience.Staffand

managersarealwayscalm,coolandcollectedshowingnosignsofstressinfrontofanyguest.

§ BeSurprisingo Staffshouldalwayslookforopportunitiestoexceedguestexpectations.Do

somethingmemorableforourguests.

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§ BePersonalo Addressguestsbytheirnameeverytimeanopportunitypresentsitselfto

doso.Itmakesthemfeelimportantandvalued.§ BePerceptive

o Alwaysbeanticipatingourguest’sneeds.§ BePredicable

o PredictabilitygivesguestsconfidencethattheyareingoodhandswhenchoosingFamoso.Besurprisingwithyourlevelofcareandpredictablewithyourconsistency&attentiontodetail.

Ø Alwaysseekoutwaysto‘WOW’yourguestsatEVERYopportunity!

WhatIs‘EveryGuest,EveryTime’?

Atitscore,EveryGuest,EveryTimeisabouthavinghighstandardsandahighlevelofcareforeveryguestthatwalksthroughourdoors.It’sabroadstatementthatsumsupourabsolutegoaloftakingcareofeveryguest,everytimethroughourcommitmentanddedicationtoHospitality.

Anabsolutemeasureofsuccessisthateverysingleguestleaveshappy.Asanewteammember,youplayabigroleineveryguest’sexperience:sometimesdirectlyandsometimesindirectly.UnderstandingandexecutingourcommitmenttoprovidinggreathospitalityforEveryGuest,EveryTimeiscrucialtoourrecipeforcontinuedsuccesses.ExecutingEveryGuest,EveryTimeisaboutdoingwhatisbestandnotsimplywhatiseasiest.

**TRAINERTIPTrainer-Shareexamplesofwaysyouhavegoneaboveandbeyondto‘WOW’guests-Shareexamplesofwaysstaffhavegoneaboveandbeyondto‘WOW’guestsTrainee-Shareanyexamplesofwaysyouhavegoneoutofyourwayto‘WOW’guestsorcustomerswhereyouhaveworkedinthepast.

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OurApproachforAchieving‘EveryGuest,EveryTime’

It’sYourBusiness(IYB)–whenyouownyourownbusiness,youareresponsibleforeverythingthattakesplaceinsideyouroperation.Everydecisionabusinessownermakesimpactsthelivelihoodoftheirbusiness.Successfulbusinessownersareempoweredcriticalthinkerswhotrulycareabouttheendresult.Sayingslike‘that’snotmyjob’don’texistinthebusinessowner’sworld.Abusinessowner’sjobistodoEVERYTHINGittakestoachievehisorhergoals.Alloftheaboveholdstrueinourcase.Ourgoalisachieving,EveryGuest,EveryTime.PartofIt’sYourBusinessisbeingempoweredtosolveproblemsandwowourguestsevenwhenthereisnoclearcutwayforhowtogetitdone.Wearemostsuccessfulwhenyourempowermentispairedwithaccountabilitytoourteammembersandmanagers.SweattheSmallStuff–successintherestaurantindustrycomesfrompayingattentiontoandexecutingallofthesmalldetails.Allsuccessintherestaurantindustryiscomposedofwellexecutedsmalldetails:awarmgreetingatthedoor,adroppedforkreplacedrightaway,wipingsauceoffadoughcrustbeforeputtingitintheoven,ensuringpizzasareproperlycut,etc.ExecutingthesmalldetailsensureseachandeveryguesthasamemorableexperiencewhentheyvisitFamoso.It’showwecreateravingfans!CelebrateWins!Alotofcompaniesonlyfocusonwhatcanbedonebetter.Whileitisveryimportanttoacknowledgeouropportunities,itisequallyimportanttoacknowledgeandcelebratethethingswearegreatat!

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TeamworkTeamworkisoneofthemostcriticalelementsofoursuccess.InordertoachieveourgoalofEveryGuest,EveryTime,teammembersmustworktogethertodeliveramazingexperiencestoourguestseverytime!HowToBuildTeamworkAtFamoso?

• AcceptYourLimitations(aka,‘Don’tbeahero!’)o Always-Putourguests’needsfirst.Askforhelpfromfellowteammembersand/ormanagers

whenneeded.o Always-Offeryourassistanceifyounoticeateammemberishavingdifficultyo Never–Compromiseourguestexperiencesbecauseyouwanttodoityourself

• Ability,Patience&Acceptance

o Everyonehashisorherownlevelofability.Individualslearnnewideasand/ortasksatdifferentlevelsanddifferentpaces.Taketimetomentorandteachwithanopenheartandmind.Learningtoworktogethertakestime.Acceptthatmistakeswillbemadeandlayclaimtoyouropportunitiesinsteadofpointingfingers.

• RespectForOtherso Ifyoucannotconfrontothersaboutyourconcerns,donotmentionthemtoanyoneelse.Thereis

noplaceforgossipinourrestaurants:itisimmature,unprofessional,andunproductiveandwillnotbetolerated.Ifyouhaveanissueorconcerngotothesource(oryourmanager)toresolvetheissuematurelyandprofessionally.

• Unselfishnesso Wearehereforeachotherwhenitcomestotheneedsofourguests.Leaveyouregoatthedoor.

Weallplayanintegralpartinachievingourcommongoalofensuringeveryguestleaveshappy,everytime!

• Commitmento Yourteammatesneedyoutoshowup!Beontime,inuniformandprofessionallygroomed.Turn

allpersonaldevicesoffonceyouhaveenteredthebuildingandfocusallofyourattentiononwowingourguestsandyourteammates.

• Accountabilityo Astrongteammateisaccountabletoco-workers,managersandguests.Focusexecutingyourrole

atahighlevel,helpingoutyourteammatesandworkingtoensureweexecuteEveryGuest,EveryTime.

• Sacrificeo Takingonefortheteam.Helpingoutyourteammatesormanagementwhentheyareinneednever

goesunrewarded.Theywillreturnthefavorforyouwhenyouareinneed.

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3KeysToGreatness#1-WorldRenownedService&Hospitality

OurgoalistocreatememorableexperiencesthroughWorldRenownedService&Hospitality.Ourfoodspeaksforitself,buthowourpeoplearespeaksforhowmuchwecareaboutourguests’overallexperiences.Serviceisaboutmeetingexpectationsthroughactions&Hospitalityisaboutexceedingexpectationsthroughconnections.Theyarebothveryimportantcontributorstoeveryguestexperience.Toensurethateveryguestreceivesamemorableexperience,wemustensuretheirneedsaremetsotheyfeelcaredforthroughouttheirdiningexperiences.

#2–ImpeccableImage

Howwepresentourselvestoourguestssaysalotaboutwhoweareandwhatisimportanttous.Imageincludeseverythingaguestcantouch,see,feel,smellandhearwhentheyareatFamoso.

Considertherestauranttobeastageandourguestsaretheaudience.Itiscrucialthateverything,everyoneandeverydetailisonpointforouraudience.Iftheaudienceisnothappywiththe‘show’theymaynotseevalueinreturning.Althoughourfood,interactionsandserviceareimportant,howwepresentourselvesplaysacriticalroleinoursuccessasitrepresentshowmuchwecareaboutourguestsfeelingcomfortable&confidenttheyareingreathands.

Witheverynewguestthatwalksthroughthedoor,youaremakingafirstimpression.Yourappearanceisareflectionoftheprideyouhaveinyourselfanditisalsohowourguestswillperceiveyouaswellastherestaurant.YouareresponsibleforshowingupintheproperFamosoUniformstandards,perfectlyclean&pressedwithnostainsorwrinkles.Youruniformandlevelofpolishreflecttheprideyouhaveinyourpersonalpresentation.

#3–AmazingFood&Drink

Attheendoftheday,wearedefinedbyourfoodanddrink.Becauseofthis,wehaveuncompromisinglyhighstandardswhenitcomestothefoodanddrinksthatweserve.Everyteammemberplaysacriticalroleinservingperfectfoodtoourguests.BypayingattentiontoDetailandSweatingtheSmallStuff,ourhighstandardsarekeyelementstoensuringwemeetourgoalofservingAmazingFood&Drink.Pizzaiolosneedtoensurethateverydoughisperfectlystretchedandsauced,toppingsareproperlymeasuredandevenlyplaced,andpizzasarecookedperfectlyatthepropertemperaturetoensurethatEveryPlate,LeavesPerfect!Serversneedtocheckeverysinglepizzabeforeitreachesourguests.ServersaretheabsolutelastlineofdefenseitmaintainingourcommitmenttoamazingFood.Always,evaluatethequalityofthepizza(topandbottom!)andbringthemouttoourguestswithin30seconds.Nevertakeanythingouttoaguestthatisn’t100%perfect.Ifyouareunsureifanitemissuitable,ALWAYSaskamanagerorafellowteammate.

Whenweexecutethe3keystoGreatness,wealwaysachieveourgoalofEveryGuest,EveryTime!

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DeviationServiceDeviationServiceisanypartoftheguestexperiencethatdeviatesfromthe‘idealexperience’,bothpositiveandnegative. GuestDissatisfaction&PositiveGuestExperiences Whilewealwaysstriveforperfection,therewillbesituationswhenaguestisnot100%satisfiedwiththeirexperience.Itisimportantthatweoperatewithahighlevelofcareandcriticalthinkingtosolveissueswhileguestsarestillintherestaurant.Resolvingguestdissatisfactionisespeciallyimportantnowadayssincepeople’ssocialreachextendsmuchfurthertodaythaninthepast.WithoutletslikeFacebook,UrbanSpoon,Yelp,Twitter,TripAdvisor,etc.,therearecountlessplacesadissatisfiedguestcanturntoleavecriticalfeedbackonabusiness.It’syourjobtoplayapartinensuringthisdoesn’thappen!Difficultsituationsareoneofthemostchallengingsituationsyouwillfaceintheserviceindustry.Irateordissatisfiedguestsarethemostdifficulttodealwithbecausetheirexpectationshavenotbeenmet.Guestsneedtoknowthatweareontheirsideinworkingtosolvetheirdissatisfaction.

Anoteoncomplaints:theyarenotalwaysverbal.Peoplearegenerallygood-naturedandnotlookingtocomplain.Oftenyouneedtodigdeeperandsearchforcuesthatindicatetheguestisnothavinganoptimalexperience.Somecuestolookfor:

• Readtheguest’sface:iftheirexpressiontellsyoutheyareunhappy,gotothatguestandengagethemtomakesuretheyareenjoyingeverything.

• Ifaguestleavestheirfoodmostlyuneatenordrinkmostlyuntouched–inquire(evenifyou’vealreadydonethequalitycheck!).Ifaguesteatslessthanhalfofanitemanddoesn’twanttheitempackedup,bringtoManager’sattention.

The3A’stoProblemResolutionThereisnocookiecutterwayforsolvinganissuewhenaguestfeelstheirexpectationswerenotmet.Solvingeachsituationrequiresahighlevelofcareandcriticalthinking.Atthesametime,thereisaprocessthat–whenfollowed–putstheguestateaseandletsthemknowthatyouareontheirside.Thisprocessneedstobefollowedineveryguestdissatisfactionscenario:

1. Acknowledgetheguest’sproblemordissatisfaction.2. Apologizefortheinconvenience.Youarenotalwaysapologizingforbeingwrong.

Sometimesaguestwillnotbehappywithapizza,drink,dessert,etc.purelybasedontheirpersonalpreferences.Regardless,westillneedtoapologizethattheyarenotfully

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enjoyingtheirexperience.Itisnotaboutbeingright;insteaditisaboutmakingitrightfortheguestandensuringtheywillreturn.

3. Acttoresolvethesituation–thisiswhereyourfantasticproblemsolvingskillscomeintoplay!Becauseyoutreatguestsyouaredealingwithasguestsinyourownbusiness,youareempoweredtosolveissuesforyourguests.Eachsituationwillrequireaslightlydifferentsetoftacticswiththegoalofachievingthesameresult:takingcareofEveryGuest,EveryTime.

Ofcourse,wedon’texpectyouActalone.ManagersmustbeinformedofallnegativeDeviationServicescenarios.Communicatetheissue,theactionsyouhavetakenand/ortheactionsyoufeelshouldbetakennext.Thiscollaborativeapproachwillensureguestsinyourbusinessfeeltakencareof.

PositiveGuestExperiencesManyrestaurantsfocustheireffortsonlyonnegativeguestinteractions.AtFamoso,weliketocelebrateourwinsbyacknowledgingthemanypositiveexperiencesourguestshaveatFamoso!PositiveexperiencesaretobesharedwiththeManageronDutysotheycancelebratethewin,shareitwiththeteamandtouchbasewiththegueststoconsolidatetheirexperience.

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Faces-Tables-ActionFaces–Tables-Action–Whydoit?

Guestretentioniscriticallyimportantforanybusinesstosustainsales,buildsales&impactprofitability.Wemustconsiderthereisanopportunityinourrestaurantstobuildsalesthroughincreasedrepeatbusinessbyexecutingservicebasicsthatareexpectedbyourguestsduringeveryvisit....thingsthatourguestfindunforgiveable.Faces-Tables-Actionisatoolistosupportthemaximumretentionofourgueststhroughtheon-goingdevelopmentofourpeopletolookforopportunitieswherewearenotmeetingtheseexpectationsbyreadingourguestsandimmediatelyactingeverytime.Asacompanywerecognizetherearealwaysopportunitiestodevelopandtrainstaff,managersandnightleaderswhattolookforandhowtoreactwhenworkingonthefloor.ThissimplifiesourapproachbecauseourbestmeasureofsuccessisEveryGuestLooksSatisfiedduringtheirentireexperience.StarttoFinish! Beingawareandfeelingaccountabletoeveryguestexperienceiskeyinthesuccessofyourbusiness.FTAsupportsyourrestaurant'son-goingdevelopmentandtrainingbyidentifyingopportunitiestobegreatbyalwaysreadingyourguestsandtakingaction.

Faces–Tables-Action-Whatisit?"Faces-Tables-Action"isasimpleteachingsystemforworkingonthefloor.ItteachesourstaffandmanagerstothinkonaGMlevelwhenworkingthefloor,andithelpseliminatethethingsthatourguestshateusfor.HighProfileManagementistheultimateendgoalforallofourmanagers...masteringFaces&Tablesisacrucialfirststepdownthepath.AlmostallofourguestcomplaintswouldbeavoidedifFaces-Tables-Actionwasexecutedproperlybyourmanagers.Examplesofrecentguestcomplaints

§ Coldpizza§ Restaurantwasfreezing§ Nore-fillsoffered§ Noqualitychecks§ Pizzasweren'thot§ Noqualitycheck§ Noonetookpayment

Ø SATISFACTIONGOESSTALEFAST*** Justbecauseaguestwassatisfied5minutesagodoesnotmeantheystillare!

FTA-Howtodoit?ReadGuests[BodyLanguage]+[PhysicalNeeds]+[TakeImmediateAction]

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Faces;Readingthebodylanguageofourguests&ACTINGIMMEDITALY

• Smilingvs.Frowning• Leaninginvs.Leaningaway• Plateclosevs.Pushedaway• Engagingeachother/Laughingorlookingaroundtheroom• Reactionstolight,sound,temperature,andfirstbitesoffood• ***Facesexiststanding,sitting,walking,andatthefrontdoor***

Tables;Readingthephysicalneedsofourguests&ACTINGIMMEDIATLEY• Greeting/Spiel:Knowingatablehasbeengreetedbecauseofcoastersatthetable• FoodDelivery:Mealsarecorrect-guestsareeating-guestsreachingformenus• Qualitycheckshappening• Drinkre-fillshappening• TableMaintenance:Dirtyplates,condiments,etc...• Billing:Areguestslookingtopaytheirbill?Isthereacardoutonthetable?• Dirtytablesbussedandcleanedquickly

Ø ThemostimportantpartofFaces-Tables-ActionistoACT100%ofthetimewhen

yourguestshaveaneedAction;WhenanobservationismadeALWAYSactimmediatelytoensureyourguestsaresatisfied

Toooftenwenoticethingsandassume/expectthatsomeoneelsewilldoitorisontopofit.Orwemakeamentalnotetodealwithitatalatertime.Itiscrucialthatwetakeactiontokeepourguestsfeelingsatisfied.Thisdoesnotmeanthatyouhavetodoeverything,butyoudohavetobe100%confidentyourguest’sneedisbeingaddressed.

Faces-Tables-Action-WhatisitNOT?

§ ItisNOTatabletouch ItisNOThandlingaguestcomplaint ItisNOTgettingtoknowguestsnames

§ ItisNOTguestconnection ItisNOTspendingpromodollars

FAMOSO INC. 20 Employee Orientation Handbook

These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.

TelephoneEtiquetteTelephoneconversationsareoftenthefirstinteractionsourguestswillhavewithFamoso.Whetherit’safirsttimeguestcallingtoaskquestionsaboutourpizza,oralongtimeregularplacingtheirweeklyFridaynighttakeoutorder,weneedtotreatthesegueststhesamewaywewouldiftheywerestandinginfrontofus.Telephonecallsareapriority,notaninconvenience.Thingstorememberwhenansweringthephone

• Eachemployeeisresponsibleforansweringthephonewithin3rings.• Alwaysanswerthephonewithasmile(canhearitthroughthephone!).• Alwaysanswerthephonewith‘GoodAfternoon/Evening,FamosoPizzeria<yourlocation>,

<yourname>,speaking.’Asktoputguestonholdwhennecessary.Allowguesttorespondandthankguestforholdingwhencallisbeinghandled.

• GeneralInformation–provideaccuracyinfooncommondetailssuchasdirectionstotherestaurant,telephonenumbersofotherlocations,locationaddresses,hoursofoperationandwebsite(famoso.ca).***ReferencetheStoreDirectoryforaccuratelocationinformation***

• WaitListInquiries–giveguestaccurateinformationforcurrentwaitlists.Ensureyouarenotmakingguaranteesforhowlongtheirwaitwillbeastheirwaittimewillbequotedwhentheyarriveattherestaurant.

• PickUporders–ensureyouhavethecorrectname.Ensureyourepeattheorderbackforaccuracyandinformtheguestofwhentheirorderwillbereadyforpickup.Whenthecalliscompletethankthemfortheorder.

Note:Personalcallsarenotallowed(exceptinthecaseofemergencies),asthisisourprimarybusinessline.Ifacallforaco-workercomesintakeamessageandrelayittotheindividualthecallwasfor.

FAMOSO INC. 21 Employee Orientation Handbook

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What’sForDinner?AuthenticNeapolitanPizza!

FAMOSO INC. 22 Employee Orientation Handbook

These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.

FoodMenuOurmenuwasputtogetherwiththegoalofofferinganamazingselectionofNeapolitanPizzasthatappealtoabroadgroupofpeople.Wesurroundouramazingpizzawithhousemadeappetizers,awardwinningsoup,freshsalads,housemadedessertsandartisangelato.

Weprideourselvesinoffering&preparingfreshhighqualityingredients.

AuthenticNeapolitanIngredientsYouNeedToKnow

• ‘00’Flouro ‘00’referstohighlyrefined,lowglutenflourthatproducesbothasoftandcrispy

crust. ‘00’ flour ismadewith low levels of high-quality gluten, which is easilydigestedandleavesyoufeelinggreat.

• OurTomatoeso FamosoimportstomatoesfromtheCampaniaregionofSouthernItaly.Thesetop

qualitytomatoesarepickedatthepeakoftheirripenessandcontainaloweracidlevelthenregulartomatoesaswelltheyhaveanaturalsweetnessthathelpsthemtocaramelizewhiletheycookintheintenseheatofthefireoven.

• Cheeseo Famosousesonly freshwholemilkmozzarella, knownasFiorDiLatte. FiorDi

Latte isawholemilkcheesemadewithpasteurizedcow’smilkandcontainsnoaddedpreservativesorartificialflavoring.OurFiorDiLatteismadefreshweeklyforFamoso.

• ExtraVirginOliveOilo Famosoonlyuseshighquality,fragrant/flavorfulItalianExtraVirginOliveOil.

**MenuReviewTrainer&Trainee -CompleteaMenuTour -DiscussitemsontheMenuwithuniquetoppingsoringredients -Discusseachcategory -Discussguest&personalfavorites

FAMOSO INC. 23 Employee Orientation Handbook

These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.

FamosoCookingMethod

• ‘TheOven’o TheproperovenforauthenticNeapolitanpizzaisa“Fornooven”.Afornoovenis

structured in abell shape,with the floorof thepizzaoven constructedof stonethat is a minimum of 5” or 13cm thick. The cooking of the pizza takes placedirectlyonthesurfaceofthestone(notinanypanorcontainer):thisallowsthepizzatocookevenlyfromtheheatofthestoneandflame.Theovenneedstobeheatedbyopenflamesattemperaturesrangingfrom700-900degreesFahrenheit.

• ‘ThePerfectPizza’

o Theperfectpizzashouldpresentthefollowingcharacteristicswhenithasfinishedcooking:

§ Crispyandspeckledcrustwithaslightbounce-backoutercrustandcreditcardthininthemiddlewithasoftbreadliketextureinsidetheoutercrust

§ Fragrant,wetontop(highmoisturemozzarellaandoliveoildrizzled)§ Thetoppingsshouldbeenclosedinahighsoftedgeofcrustandthiscrust

shouldposseswhatisreferredtoasa“micro-thinpatina”ofcrunch.

Itisnotuncommontofindatleastoneflame-blackenedblisteronthe“cornizione”(therimofthepizza).Neapolitanseattheirpizza“alibretto”meaningtheyfolditlikeabook,ortheywilleatitusingaknifeandfork.EitherwayyouchosetoeatityouaresuretoenjoytheallthedeliciousflavorsofNaples.

FAMOSO INC. 24 Employee Orientation Handbook

These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.

Where?When?What?How?Why?

FAMOSO INC. 25 Employee Orientation Handbook

These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.

Where-IsEverything?CompleteAFullWalkthroughOfTheBuilding

• Startatoneendoftherestaurantandwalkthroughallkeyareaso Staffarea(wheretoputyourthingswhenyoustartyourshift)o Dishareao Diningroomo Patioo Entrances&Exitso PrepHallo Washroomso Expolineo Kitcheno Coolerso Staffcommunicationboardo Schedules(ifapplicable)

When-DoYouWork?ScheduleIsGivenAtThisTime

• Discussstartandendtimes• WhatdoesEOSmean?• Howlongareshifts?• Discussbreaks• Discusscallinginsick• Discussbeinglateorno-showingforashift• Discussschedulingchanges• Discussrequestingvacationtimeoff• Discussavailabilitychanges

FAMOSO INC. 26 Employee Orientation Handbook

These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.

What-DoINeed?Menu,LWBPackage(FOH)&EmployeeHirepackage

• CompletetheEmployeeHirepackage(ifnotcompletedalready)• Completeavailabilitycontract(ifnotcompletedalready)• Copyofapplicableuniforminformation/posting• Copy of Menu is given to trainee. It is important that all new staff (FOH, BOH and

managers)studythemenupriortotheirfirstshift• Copy of LWB Package is given to newmanagers and servers. This must be reviewed

beforetheirfirstshift• Discussexpectationsforfoodandbeverageknowledgepriortoworkinginthekitchenor

onthefloor.

How-DoISucceed?MeetUsHalf-Way

• Toensureyoumaximizethepotentialofyourtraining,ensureyouareo Askingquestionso Studyingthematerialsgiventoyouo Havingagreatattitudeeveryshifto Makinganefforttointeractwithandmeetallthestaffo Makinganefforttotakecareofourguestso Takingdirectionfromyourtrainerso Takingdirectionfromyourmanagerso Alwaysbeingpoliteo Nevercompromisinganyofourstandardso Nevertakingshortcutso HavingFuneveryshiftyouareinthebuilding

Why-AmIHere?It’sSimple…You’reAwesome!

• Besidestheobviouspointthatyoulikelyneededajob,youareherebecausewefeltyouaretheabsolutebestpersonforthisposition.Wenowtrustyouwithourmostvaluableasset...OURGUESTS!!!Welcometotheteam!

FAMOSO INC. 27 Employee Orientation Handbook

These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.

PIZZAIOLOUNIFORM

Famosoteammembersareambassadorsofourbrand.

Appearanceshouldbepolishedandprofessionalatalltimeswhenyouareworking.

Youareakeypartoftheguest’sexperience!

SHIRT Blackcrewneckt-shirtmusthaveasleeve,nolonger

thanelbowlength.Nologos,colororpatterns.Cannotbefaded.Nocoloredshirtsunderneath.Nov-neckorscoopednecklines.Necklinemustsitnoshorterthan1”belowcollarbone.

PANT

S Solidblackdresspantsorsolidblackkitchenpants.Norips,fraysorholes.Pantsmustbecleanatthestartofeveryshift.Nokhakis,navyblue,patternedorjeans/denim.Notightyogapantsorpantsthatformorsticktobody.

Solidblack,rubbedsoled,non-slipshoesmustbeworn.Noopentoes.Nosneakersorrunners.Noboots.Noclothorcottonmaterialshoes.Shoesmusthavewashablesurfacematerials.Shoesmustbeneatandcleanatthestartofeveryshift.

FamosoHatorFamosoHeadbandMUSTbewornfromthestarttotheendofeveryshift.Haircannotinterferewithfoodordrinkserviceorprepwork.Hairmustbetuckedbehindearsandlonghairthattouchestheshoulderlineorlongermustbetiedup.

HAIR

SHOE

SAP

RON FamosoApronmustbewornatalltimesfromthe

starttotheendofeveryshift.FamosoApronmustbeclean.Apronmustbewornaroundtheneckasshowninthephoto.

FAMOSO INC. 28 Employee Orientation Handbook

These documents are the property of FAMOSO INC. and may not be reproduced without the proper written authorization.

SHIRT&

&Black&V-Neck&or&scoop&neck&fi6ed&t-shirt&must&have&a&sleeve,&no&longer&than&elbow&length.&No&logos,&color&or&pa6erns.&Cannot&be&faded.&No&colored&shirts&underneath.&No&crew&necklines.&Neckline&must&sit&no&shorter&than&1”&below&collar&bone.&&

PANTS&

Dark&Blue&Denim&Jeans&(moderate&fade&permi6ed).&NO:&dragging/frayed&cuffs,&khakis,&navy&blue,&pa6erns,&rips,&frays,&holes,&light&denim,&color&fades,&excessive&sStching,&colored&sStching.&

Solid&&&Polish-able&Black,&Brown,&Red&or&White&dress&shoes.&No&open&toes.&Boots:&solid&black&or&brown&leather&polish-able&boots.&Boots&cannot&be&taller&than&below&knee&cap.&No&laces,&fur,&designs&or&suede.&Hair&cannot&interfere&with&food/drink&service.&Hair&must&be&clean,&styled&&&neat.&Long&Hair:&if&Sed&back&it&should&be&in&a&polished&bun&or&ponytail.&If&hair&is&down,&it&must&maintain&an&‘on-stage’&image.&&

SERVER%UNIFORM%,%MALE%

SERVER%UNIFORM%,%FEMALE%

As&a&member&of&the&Famoso&team&you&are&an&ambassador&of&our&brand.&This&means&that&your&personal&appearance&must&be&polished&and&professional&at&all&Smes&when&you&are&working.&You&are&a&key&part&of&the&guest’s&experience!&

HAIR&

SHOES&

SHIRT& &

Solid&black&&&co6on&full&bu6on&up&collared&shirt.&Sleeves&MUST&be&rolled&up&to&¾&length.&Shirt&may&NOT&be&short&sleeved&(not&below&the&elbow)&or&worn&out.&No&pa6erns,&logos&or&stripes.&

PANTS& Dark&Blue&Denim&Jeans&(moderate&fade&

permi6ed).&NO:&dragging/frayed&cuffs,&khakis,&navy&blue,&pa6erns,&rips,&frays,&holes,&light&denim,&color&fades,&excessive&sStching,&colored&sStching&No&white&or&colored&belts.&Only&black&or&brown..&

Solid&&&Polish-able&Black&or&&Brown&dress&shoes.&No&open&toes.&Must&be&cleaned&and&polished.&No&worn&out/torn&leather.&

Hair&cannot&interfere&with&food/drink&service.&Hair&must&be&clean,&styled&&&neat.&Hair&must&maintain&an&‘on-stage’&image.&Facial&hair&must&be&polished,&groomed&and&maintained.&HA

IR&

SHOES&