2. Supportive Comfortable Team-based The Boston Pizza Environment

3. Three Pillars Strategy 1.Commitment to continually enhance the Boston Pizza brand. 2.Commitment to Franchisee profitability. 3.Commitment to continually improve the Guest experience.

4. The Problem Menu items are frequently being brought to the table cold and out of order.

5. Training Session Goal To improve your knowledge and skills so that you will be aware of food preparation times and proper steps of service to manage time more wisely and work together in a supportive team environment.

6. What This Means for Our Boston Pizza You will help to contribute to our franchise’s efficiency and profitability, and ultimately our success.

7. Discussion What do you think time management means in a restaurant setting? Why is time management important at Boston Pizza?

8. Discussion Why is team work important to the culture of Boston Pizza?

9. 20 Steps of Service

10. 1. Introduce yourself and acknowledge your guest within 90 seconds. 2. Greet the table and ask the guests for their drink order. 3. Have drinks properly garnished and delivered to the table within 3 minutes. 4. Inform guests on any promotions or specials that are currently taking place. 6. Remove all menus. 7. Survey and maintain (drink re-fills, bring side plates, condiments and pedestal, remove empty glassware, etc.) 5. Take the food order (once the menus are closed is a good rule of thumb). a) Offer appetizers. b) Be confident, use positive body language including nodding and words. (i.e. “good choice” or “my favourite”, etc. You are a salesperson, not a walking, talking vending machine. 8. Inform your guests about your steps of service, (“I’ll be right back with your drinks, appetizers”, etc.) 9. Timing of meals a) Time it to the longest item. b) Meals should be served no longer than 5 minutes after the appetizers are cleared. c) It is your responsibility to inform a manager if it has taken more than 15 minutes from the time you ordered the food to come to the window. 10. Serving the main course a) Once again survey and maintain. b) Offer a second drink.

11. 11. Quality check. Listen to the answer. “Fine” does not create raving fans. a. Ask within 2 or 3 bites (60 seconds max). b. And again halfway through the meal. 12. Clear plates and utensils. Perform final quality check. 13. Identify our dessert menu and describe a selection. 14. Offer coffee or tea. 15. Always offer ice cream. 16. Present the billfold. 17. Making change (thank you, I’ll be right back with your change). Please do not ever ask the guest if they would like or need change for a bill. 18. Smile, say “thank you” once again. If the guest uses a credit card please address them by their name. 19. Service does not stop until the guest leaves the building. Always greet everyone in passing every time. 20. Clear your table of any plates, utensils or garbage. Clean with spray and re-set for the next guests.

12. Cooking Times Menu ItemCooking Time Salads2 minutes Spinach Dip2 minutes Pasta2 minutes Breads3 minutes Sandwiches3 minutes Wings7 minutes Pizza7 minutes Ribs7 minutes Steak8-12 minutes

13. Assessment Arrange yourselves into groups of four Place the scrambled Steps of Service in the correct order of importance.

14. Questions

15. Thank you!