Spring 2011 New Menu Roll

Out

New Spring
NEW MENU. NEW LTO. NEW SERVICE.

Property of Buca di Beppo, KMH, 3.7.2011 1

Hello Buca Famiglia!

The following pages outline the Spring 2011 changes to the menu and service!

Regarding the new menu, you will find:

□ Manager Checklist and Timeline (page 5)
□ List of New Menu Items, Menu Changes, Menu Deletions (page 6)
□ List of Prep Changes (page 7)
□ List of Purchasing Changes (page 7)
□ Pricing Information (page 8)
□ Aesthetics of New Menu Information (page 9)

Regarding the new service, you will find:

□ Service Changes
□ Italian Wine Service (page 10)
□ Server Steps of Service (page 11)
□ Birthday Brownie (page 12)
□ Suggestively Selling (page 12)

You will find training for the new menu and service on pages 13—16.

Guest Resolution for Managers

□ Identifying when Guests are Unhappy (page 17)
□ How to Prevent and Handle Guest Issues in the Restaurant (page 18)
□ Practice Scenarios for Guest Resolution (page 19)
□ It’s On Us Cards SOP (page 20)

You will find a Contact List on Page 21.

You will find the 2011 Operations Vision, Objective and Strategy on Pages 22-23.

Thank you for your hard work and dedication to the brand. Enjoy your reading!

Ciao!

Property of Buca di Beppo, KMH, 3.7.2011 2

 MANAGER CHECKLIST & TIMELINE
DATE TASK RESPONSIBILITY DATE
COMPLETED

3/6: □ D.E.A.R. TIME

□ DROP EVERYTHING AND READ THIS NEW MENU ROLL OUT TRAINING
GUIDE!

□ RECEIVE 1 LITER CARAFES AND LIBBEY GLASSES Purchasing

(“ITALIAN JUICE GLASSES”)
□ IF YOU HAVE NOT RECEIVED A SHIPMENT, CONTACT MIKE BRANDT IN
PURCHASING.

3/7: □ NEW PLACEMATS AUTOSHIPPED TO STORE

□ KEEP IN STORAGE; SET ON TABLES MARCH 14TH

3/8: □TRAINING MATERIAL ARRIVES IN RESTAURANTS

□ DIRECTIONS ON ADDING NEW RECIPES
□ NEW RECIPE CARDS & INDEXES
□ HIGHLIGHTED YELLOW = NEW/CHANGED RECIPE
□ HIGHLIGHTED GREEN = LTO RECIPE
□ CHEAT SHEETS FOR SERVERS AND BARTENDERS
□ NEW MENU CHANGES
□ NEW STEPS OF SERVICE
□ SPECIALTY DRINK CARDS
□ WHITE SANGRIA
(NOTE: YOU WILL NEED TO CARRY MOSCATO WINE AND MONIN
TROPICAL SYRUP FOR THIS RECIPE. SEE PAGE 7)
□ 21 OZ ITALIAN MARGARITA

□ ADD NEW RECIPES TO THE LINE

(RECIPES IN PACKAGE WITH TRAINING MATERIAL)

□ BEGIN TRAINING (SEE PAGES 13-16)

□ BRAINSHARK LINK SENT TO RESTAURANTS Training

□ MENU ITEMS ADDED IN SQUIRREL

□ CHECK FOR KEYS AND MENU PRICING IN SQUIRREL

3/10: □ DIVISION CONFERENCE CALL - REVIEW NEW MENU ROLL OUT

3/11: □ NEW MENUS AND LTO MENUS ARRIVE IN STORE
□ DEMO NEW MENU ITEMS FRI. & SAT. FAMILY GATHERING
□ BUCA ALBANY, BUCA CENTER-CITY, ALL CALIFORNIA AND
SEATTLE LOCATIONS WILL RECEIVE NUTRITIONAL MENUS

3/14: □ NEW MENU AND SPRING LTO GO LIVE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

3/21: □ HOURLY FAMILY MEMBER EVALUATIONS COMPLETE
□ FAX HOH & FOH CHECKLIST (PAGE 14 & 16) TO DVP
Property of Buca di Beppo, KMH, 3.7.2011 3
 NEW MENU ITEMS
APPETIZERS
□ CHEESY BREAD FLORENTINE (SMALL/LARGE)
□ SPICY CALAMARI (SMALL/LARGE)
□ FRITTO MISTO (ONE SIZE)
□ SEAFOOD TRIO PLATTER (ONE SIZE)
□ SHRIMP SCAMPI WITH GARLIC BREAD (ONE SIZE)
PIZZA
□ PIZZA CON FORMAGGIO (SMALL/LARGE)
BAKED PASTA SPECIALTY
□ BAKED ZITI (SMALL/LARGE)
SPICY CALAMARI
SPRING LTO
□ PARMESAN ENCRUSTED TILAPIA (SMALL/LARGE)
THE FOLLOWING DISHES HAVE BEEN ADDED TO THE LUNCH MENU
□ MOZZARELLA CAPRESE (SMALL)
□ BAKED ZITI (LUNCH)
□ BAKED RIGATONI (LUNCH)
□ SPICY CHICKEN RIGATONI (LUNCH)
□ SHRIMP FRA DIAVOLO (LUNCH)
PROSCIUTTO STUFFED CHICKEN, NEW PORTION SIZE
□ SMALL = 3 CHICKEN BREASTS (MADE WITH 5 OZ CHICKEN BREAST, NOT 7 OZ)

MENU CHANGES
□ LARGE = 5 CHICKEN BREASTS (MADE WITH 5 OZ CHICKEN BREAST, NOT 7 OZ)

THE FOLLOWING DISH HAS BEEN DELETED FROM THE MENU

□ CHICKEN CACCIATORE (SMALL/LARGE)

MENU DELETIONS
THE FOLLOWING DISHES HAVE BEEN DELETED FROM THE LUNCH MENU ONLY
NOTE: THESE ITEMS ARE STILL AVAILABLE ON THE DINNER MENU
□ STUFFED MUSHROOMS (ONE SIZE)
□ QUATTRO AL FORNO (SMALL PORTION)

Property of Buca di Beppo, KMH, 3.7.2011 4

 PREP CHANGES
PLEASE REFER TO THE RECIPE CARDS FOR THE FOLLOWING CHANGES:

NEW PREP
□ ROSA SAUCE (PASTA PREP)
□ COOK ZITI PASTA (MOTHER RECIPES)
□ PARMESAN BREAD CRUMBS (MOTHER RECIPES)
□ PEPPERONCINI SLICED (SAUTE)
□ PORTION SPINACH (SAUTE)
PREP CHANGES
□ PROSCIUTTO STUFFED CHICKEN (MOTHER RECIPES)
PREP DELETIONS
□ CHICKEN CACCIATORE

NEW PURCHASING ITEMS:

PURCHASING CHANGES
SYSCO
□ TILAPIA - #0284774, 10 LB CASE (PARMESAN ENCRUSTED TILAPIA)
□ ZITI PASTA - #8088860, 20/1 LB CASE (BAKED ZITI)
□ SWEET CHERRY PEPPERS - WHATEVER IS STOCKED, 4/1 GAL (FRITTO MISTO)
□ BANANA PEPPERS SLICED - WHATEVER IS STOCKED, 4/1 GAL (SPICY CALAMARI)
□ TROPICAL MONIN SYRUP #8597512, 12/750 (WHITE SANGRIA)
□ ADDITIONAL PUMPS CAN BE ORDERED THROUGH DEPT: PURCHASING; VERIFY
WHETHER THE PUMPS ARE FOR PLASTIC OR GLASS BOTTLES

LOCAL LIQUOR PURVEYOR

□ MOSCATO WINE (WINE SANGRIA)
ED DON
□ BAMBOO SKEWERS - #K873, SKEWERS BAMBOO 9” (FITTO MISTO)
□ LIBBEY GLASSES - #G3220 (ITALIAN WINE SERVICE)
□ FIRST SHIPMENT HAS ALREADY BEEN ORDERED FOR YOUR
LOCATION
□ 1 LITER CARAFES - #G172 (ITALIAN WINE SERVICE)
□ FIRST SHIPMENT HAS ALREADY BEEN ORDERED FOR YOUR LOCATION

ALL ITEMS HAVE BEEN ADDED TO YOUR PURCHASING ORDER GUIDES; ALL NEW PRODUCTS ARE
AVAILABLE TO ORDER.

Property of Buca di Beppo, KMH, 3.7.2011 5

 PRICING INFORMATION - TIERS
OLD - 2010 NEW - 2011 OLD - 2010 NEW - 2011

LOCATION TIER LOCATION TIER LOCATION TIER LOCATION TIER

Albany 1 Albany 1 Lombard 2 Lombard 2
Albuquerque 1 Albuquerque 1 Louisville 1 Louisville 1
Allentown (Whitehall) 1 Allentown (Whitehall) 1 Lynnwood 1 Lynnwood 1
Alpharetta 1 Alpharetta 2 Maitland 1 Maitland 1
Anaheim 3 Anaheim 3 Maple Grove 2 Maple Grove 2
Arrowhead 1 Arrowhead 1 Mesa 1 Mesa 1
Austin 1 Austin 2 Miami Lakes 1 Miami Lakes 1
Brandon 1 Brandon 1 Milwaukee 1 Milwaukee 1
Brea 1 Brea 1 Minneapolis 1 Minneapolis 2
Broomfield 1 Broomfield 1 Mira Mesa 2 Mira Mesa 2
Burnsville 1 Burnsville 2 Naples 1 Naples 2
Campbell 2 Campbell 2 Orland Park 1 Orland Park 2
Carlsbad 2 Carlsbad 2 Palo Alto 2 Palo Alto 2
Castleton Square 1 Castleton Square 1 Pasadena 2 Pasadena 2
Chandler (Phoenix) 1 Chandler (Phoenix) 1 Philadelphia - CC 1 Philadelphia - CC 2
Chicago - Rush and Grand 2 Chicago - Rush and Grand 2.5 Pineville 1 Pineville 1
Cincinnati 1 Cincinnati 1 Pittsburgh - RTC 1 Pittsburgh - RTC 1
Claremont 2 Claremont 2 Pittsburgh - SS 1 Pittsburgh - SS 1
Columbus 2 Columbus 2 Reading 1 Reading 1
Cool Springs 1 Cool Springs 2 Redondo Beach 2 Redondo Beach 2
Dallas - Frisco 1 Dallas - Frisco 2 Roseville 1 Roseville 2
Dallas - Park Lane 1 Dallas - Park Lane 2 Sacramento 2 Sacramento 2
Dallas - Southlake 1 Dallas - Southlake 2 Salt Lake City 1 Salt Lake City 1
Davie 1 Davie 1 San Diego 2 San Diego 2
Dedham 2 Dedham 2 San Francisco 3 San Francisco 3
Eden Prairie 1 Eden Prairie 2 San Jose - Oakridge 2 San Jose - Oakridge 2
Encino 2 Encino 2 Santa Monica 2 Santa Monica 2
Exton 1 Exton 2 Scottsdale 1 Scottsdale 1
Florida Mall 1 Florida Mall 2 Seattle 2 Seattle 2.5
Ft. Union 1 Ft. Union 1 Seekonk 1 Seekonk 1
Gaithersburg 1 Gaithersburg 2 Shrewsbury 2 Shrewsbury 2
Greenwood 1 Greenwood 1 St. Paul 2 St. Paul 2
Honolulu 3 Honolulu 3 Strongsville 1 Strongsville 1
Houston - Buffalo Spdwy 1 Houston - Buffalo Spdwy 2 Summerlin 2 Summerlin 2.5
Houston - Portofino 1 Houston - Portofino 2 Thousand Oaks 2 Thousand Oaks 2
Huntington Beach 2 Huntington Beach 2 Universal City 3 Universal City 3
Indianapolis 2 Indianapolis 2 Utica 1 Utica 1
Irvine 2 Irvine 2 Valencia 1 Valencia 2
Jacksonville 1 Jacksonville 1 Washington DC 2 Washington DC 2.5
Kansas City - Plaza 1 Kansas City - Plaza 2 Wellington 1 Wellington 1
Las Vegas - Paradise 2 Las Vegas - Paradise 2.5 Westlake 1 Westlake 1
Lexington 2 Lexington 2 Wheeling 1 Wheeling 2
Littleton 1 Littleton 1 Worthington 2 Worthington 2
Livonia 1 Livonia 1 Wynnewood 1 Wynnewood 1

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 MENU KNOWLEDGE
THE NEW MENU FEATURES DIFFERENT MENU ITEMS AND NEW ADVERTISEMENTS! ALSO… A
BUCANOMICS PAGE TO EXPLAIN THE FAMILY STYLE PORTIONS AND A PAGE TO PRESENT OUR
NEW ITALIAN WINE SERVICE!

BUCANOMICS ITALIAN WINE SERVICE

(PAGE 2) (PAGE 7)

BELOW ARE THE MENU ITEMS PICTURED IN THE NEW MENU.

LOOK FOR AN INCREASE IN SALES IN THESE ITEMS!
PENNE SAN REMO (PAGE 1) PENNE SAN REMO (PAGE 10)
PROSCIUTTO STUFFED CHICKEN (PAGE 1) VEAL SALTIMBOCCA (PAGE 12)
CHICKEN CARBONARA (PAGE 1) PROSCIUTTO STUFFED CHICKEN (PAGE 12)
MOZZARELLA CAPRESE (PAGE 1) CHICKEN PARMIGIANA (PAGE 12)
SHRIMP FRA DIAVOLO (PAGE 2) COLOSSAL BROWNIE SUNDAE (PAGE 14)
ITALIAN MARGARITA - CELEBRATION GLASS (PAGE 3)
FRIED CALAMARI (PAGE 3) LUNCH STORES
CHEESY BREAD FLORENTINE (PAGE 4) MOZZARELLA GARLIC BREAD (PAGE 16)
MOZZARELLA CAPRESE (PAGE 4) APPLE GORGONZOLA SALAD with chicken (PAGE 16)
SEAFOOD TRIO (PAGE 4) VEGGIE PIZZA (PAGE 17)
PERONI (PAGE 5)
SUPREMO ITALIANO PIZZA (PAGE 5)
CHOPPED ANTIPASTO SALAD (PAGE 6)
MARGHERITA PIZZA (PAGE 6)
BAKED ZITI (PAGE 8) EXAMPLE
LASAGNA (PAGE 8)
BAKED RIGATONI (PAGE 8)
SPAGHETTI WITH MEATBALLS (PAGE 9)
SPICY CHICKEN RIGATONI (PAGE 9)
CHICKEN CARBONARA (PAGE 10)

Property of Buca di Beppo, KMH, 3.7.2011 7

 SERVICE CHANGES - SERVERS
ITALIAN WINE SERVICE
PROGRAM DETAILS:
In true Italian style, we are offering a great Italian Wine Service that’s perfect for every table! We will serve a
liter carafe of red & white house wine or red & white sangria with Italian juice glasses - just like the mother
country! Carafes of house wine will cost $24.99, carafes of Sangria will cost $17.99.

The libbey glasses (Italian juice glasses!) and the 1 liter carafes should have arrived in your restaurants.

To order additional carafes or glasses, please see the Ed Don order guide.

WINE SERVICE
Ensure your Family Members understand how to provide the Italian Wine Service:
□ On a tray, bring carafe and glasses to the table
□ Italian juice glasses served with carafes of Sangria receive a garnish
□ Red Sangria = ¼ orange wedge, White Sangria = cherry
□ Place a glass in front of each Guest who ordered the wine
□ Pour the first glass to the Guest who ordered the carafe
□ Pour the next glass clockwise (from the Guest who ordered the carafe)
□ Remember! Ladies first, do a second lap for the gentleman!
□ Fill each glass about a ¾ full

LTO MENU
□ When seating a table, the Host presents one LTO menu per four guests.
□ The LTO menu should be collected from the Server with the dinner menus.
□ These LTO menus are designed as a tool to help servers sell! Servers should present the menu to the
Guest using one side to mention the spring features, and turning it over to suggest the Italian Wine
Service on the other side!

USE THE
LTO MENU
TO SUGGEST
THE ITALIAN
WINE SERVICE!

Property of Buca di Beppo, KMH, 3.7.2011 8

 SERVICE CHANGES - SERVERS
SERVER STEPS OF SERVICE
INTRODUCE YOURSELF
□ Ask: What are you celebrating?
□ Intro: Use the LTO menu as a sales guide or prop
□ Read the table and offer a specific beer or specific cocktail that is appropriate for the event
they’re celebrating
□ If the table declines a beer or cocktail, suggest Italian wine service
□ Offer your favorite appetizer
□ Mention bucanomics
□ Always repeat the order back to the Guest
□ Before leaving the table, inform Guests of your next steps
RETURN WITH DRINKS
□ Serve drinks by calling the name out
□ “Here’s the classic Italian Margarita, for you we have a refreshing Peroni...”
□ Suggest specific pasta/entrée or specific LTO selection
□ Suggest a specific side dish that will pair with their pasta/entrée
□ After entrée order is placed, re-offer our Italian Wine Service
□ If wine is declined, offer a second round of beers or cocktails
□ Always repeat the order back to the Guest
□ Before leaving the table, inform Guests of your next steps
These points are meant
DELIVER APPETIZERS AND SALADS to maximize sales for the
□ Serve appetizer and salad choices by name restaurant and money in your
pocket! Use them as a guide of
□ Pitch eClub between appetizer and entrée courses
the steps you must take, but
□ Before leaving the table, inform Guests of your next steps don’t forget to infuse your
ENTREES DELIVERED own personality!
□ Check back at 2 bites or 2 minutes after EACH COURSE
□ “Isn’t that Chicken Parmigiana wonderful! Do you have everything you need?”
OFFER AFTER DINNER DRINK AND DESSERT
□ Deliver dessert card to each guest
□ Suggest a specific dessert and coffee
□ Suggest an after dinner drink
□ Always repeat the order back to the Guest
DROP CHECK AND PROCESS PAYMENT
□ Check presented while Guest is completing dessert or after Guest declines dessert
□ Payment collected and processed within three minutes of Guest having their payment ready
□ Before leaving the table, inform Guests of your next steps
KEY STEPS OF SERVICE NOT TO MISS:
□ House Bread: If Guest orders a non bread appetizer, bring house bread, olive oil & Balsamic vinegar. If
Guest orders a bread appetizer, bring house bread upon request only
□ Every table must receive “Want for Nothing Service” delivered with passionate and genuine hospitality!
□ For example: Clean plates after each course; fresh napkins provided as needed, refills offered or
given before a drink is empty, left over food boxed in the packing station once the Guest has
finished eating the course
□ Thank your guests and invite them back in the future! Big hellos, fantastic goodbyes and deliver the news!

Property of Buca di Beppo, KMH, 3.7.2011 9

 SERVICE CHANGES - SERVERS
BIRTHDAY BROWNIE
The Birthday Brownie is now an exclusive reward we are offering to our eClub members only!
□ The placemats will no longer advertise free dessert for birthdays
□ We want to encourage our Guests to celebrate their happy occasions with our Family Style desserts!
Such as the Colossal Brownie Sundae or the Homemade Cheesecake!
□ A Guest may receive a Birthday Brownie upon presenting their eClub coupon
□ A Guest may receive a Birthday Brownie upon enrolling in the eClub
□ A Guest may add their children to their eClub account
□ Click “Add Family Members” at the bottom of any eClub e-mail

How to inform a Guest who requests a Birthday Brownie, but is not a member of eClub:
□ “I’m so glad you’re celebrating with us tonight! We would like to officially make you apart of our Famiglia
by having you sign up for the eClub. Once you’ve filled out the slip, we’ll be happy to provide you with a
Birthday Brownie.

Remember, yes is best! We want to do whatever it takes to keep the Guest coming back!

SUGGESTIVELY SELLING
Below is a comparison of two checks. Check #1 is an average order, one you may see if a Server is simply
taking the Guest’s order. Check #2 is an order one may see if the Server is suggestively selling! Look at the
difference ONE TABLE OF UPSELLING makes over the course of a week, a month or even a year! This
shows how important it is to executive the steps of service everyday!

CHECK # 1 CHECK # 2

2 PEPSI $5.50 CARAFE, HOUSE RED 24.99

2 DIET PEPSI $5.50 SM MOZZ GB 9.95
SM PRO/GORG SALAD 12.95
SM MIXED GREEN $10.95
SM CHK SALT 19.95
SM BAKED RIG $16.95
SM GARLIC MASH 6.95
SM CHICKEN LIMONE $18.96 CHEESECAKE 10.45

TOTAL $57.86 TOTAL $85.24

TIP $10.00 TIP $16.00

DIFFERENCE IN TOTAL: $23.38

DIFFERENCE IN TIP: $6.00

WEEK MONTH YEAR

TOTAL: $191.66 TOTAL: $5749.80 TOTAL: $9993.70
TIP: $42.00 TIP: $180.00 TIP: $2190.00

Property of Buca di Beppo, KMH, 3.7.2011 10

 TRAINING
FOH EVALUATION
On the following page is a sign off sheet to track the FOH Family Members who have been evaluated for the
Spring 2011 New Menu Roll Out.

□ All Servers, Bartenders and To Go must take the online New Menu brainshark test
□ All Servers and Bartenders must complete a manager role-play to verify they understand the modified steps
of service
□ All FOH Family Members must complete a uniform check. Uniform standards listed on the next page

As a reminder, the brainshark link will be sent to the restaurants on Tuesday, March 8th

HOH EVALUATION
On the following page is a sign off sheet to track the HOH Family Members who have made the new menu
items for the Spring 2011 New Menu.

□Each item must be made following the recipe, and completed 100% to standard. Once it is completed, then
the menu item may be checked off
□ All HOH Family Members must complete a uniform check. HOH Uniform standards listed below

BOTH SIGN OFF SHEETS MUST BE COMPLETED AND

FAXED TO YOUR DVP BY MONDAY, MARCH 21ST.

HOH UNIFORM STANDARD

HOH FAMILY MEMBERS
□ Black, clean, slip-resistant shoes
□ Must cover entire foot
□ Free from excessive wear
□ Black socks
□ Black pants that hold a crease (professional)
□ Cannot be spandex or denim
□ Cannot be skin tight
□ Pant legs cannot touch the floor
□ Must be wrinkle free, free from excessive wear and tear
□ A white coat, service apron and hat are provided
□ A white T-shirt is required to be worn under the coat
□ Family Members must keep their uniforms neat and clean throughout the shift
□ Hair restraints are required for anyone working in the kitchen and must be worn at all times
□ Those without fully-grown beards will arrive at work clean-shaven
□ Those in the process of growing a beard should do so in their own “off time”
□ Fingernail polish is not allowed
□ For safety reasons, only one wedding band is allowed - stoned rings are prohibited
□ Visible tattoos are strictly prohibited

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 BUCA LOCATION:_______________________________________________________________________________

FAMILY MEMBER UNIFORM MENU ITEMS INITIALS

CHEESY BREAD SPICY CALAMARI FRITTO MISTO SEAFOOD TRIO SHRIMP SCAMPI BAKED ZITI TILAPIA

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EVERY HOH FAMILY MEMBER HAS MADE THE NEW MENU ITEMS FOR THE SRING 2011 MENU.

12
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CHEF PARTNER’S SIGNATURE PAISANO PARTNER’S SIGNATURE
 FOH UNIFORM STANDARD
ALL FOH FAMILY MEMBERS
□ Black, clean, slip-resistant shoes
□ Must cover entire foot
□ Free from excessive wear
□ Black socks
□ Black pants that hold a crease (professional)
□ Cannot be spandex or denim
□ Cannot be skin tight
□ Pant legs cannot touch the floor
□ Must be wrinkle free, free from excessive wear and tear
□ If pants have belt loops: Plain black belt must be worn
□ Name tag
□ One watch, one ring, and one pair of conservative earings may be
worn
□ No nail polish (Unless clear or neutral)
□ If hair touches shoulders, it must be neatly pulled back
□ Men must be clean shaven, or beard must be groomed
□ Family Members must keep their uniforms neat and clean
throughout the shift.
□ Visible tattoos are strictly prohibited

SERVERS/BARTENDERS
□ Clean white apron
□ Clean red towel
□ White, crew neck under t-shirt
□ White, buttoned down shirt, fly-away collar
□ Crease down the sleeves
□ Sleeves rolled up to the middle of forearms
□ Pocket protector with full set of buca pens
□ Tomatoe tie, pulled all the way up-top button buttoned
□ Boys: To the belt,
□ Girls: May wear short or to the belt
□ Pouch (SERVERS ONLY)
□ $20 bank
□ Wine Key

HOST
□ Black, buttoned down shirt, fly-away collar
□ Crease down the sleeves
□ Sleeves rolled up to the middle of forearms
□Tomatoe tie, pulled all the way up-top button buttoned
□ Boys: To the belt
□ Girls: May wear short or to the belt

TO GO
□ Wait Assitant T-Shirt OR Catering Shirt

WAIT ASSISTANT/FOOD RUNNER

□ Clean white apron
□ Clean red towel
□ Wait Assitant T-Shirt

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BUCA LOCATION:_______________________________________________________________________________

FAMILY MEMBER EVALUATION INITIALS

UNIFORM ONLINE TEST DATE ROLE PLAY DATE

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EVERY SERVER AND BARTENDER HAS BEEN ROLE-PLAYED TO VERIFY THEY UNDERSTAND THE MODIFIED
STEPS OF SERVICE AND HAVE COMPLETED THE ONLINE BRAINSHARK TEST.

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PAISANO PARTNER’S SIGNATURE
 GUEST RESOLUTION - MANAGERS
WAYS TO IDENTIFY WHEN A GUEST IS UNHAPPY

Our goal is to identify a problem with an unhappy Guest before they leave the restaurant, fix the problem,
PLUS give them an experience that will bring them back for years to come!

The majority of unhappy Guests can be placed into one of three categories:

1. Disappointed Guest .
A guest becomes disappointed when their expectations have not been met with either product or service.
COMMON SIGNS:
□ Crossed arms, defensive posture
□ Low appetite, haven’t touched their food
□ Looking around the dining room frequently
WHAT TO DO:
□ Read the Guest: Is comping an appetizer or dessert necessary? Do they just need to vent?

2. Distracted Guest .
A distracted guest is typically preoccupied by their situation, and is unhappy because of circumstances
outside of the restaurant.
COMMON SIGNS:
□ Appear anxious, stressed or frazzled
□ Presence of stuff (For example: Diaper bag, stroller, gifts)
WHAT TO DO:
□ Read the Guest: Do they want to sit in a secluded or quieter area? Do you need to take the kid’s on a tour
to give their parents a chance to relax? Do they need help carrying anything? Do they need help
contacting someone?
□ Invite them into your Buca World! Make them aware of the vibrant Italian food and culture they’re
experiencing!

3. Disruptive Guest .
A disruptive guest has been pushed over the edge and feels ignored, disrespected or embarrassed. A real
(or perceived) injustice has been done to them.
COMMON SIGNS:
□ Demand to talk to a Manager
□ Argue with Host, Bartender or Server Identify the problem. Fix it!
□ Stand, walk, or pace around the dining room Plus, give the Guest an experience
WHAT TO DO: that will keep them coming back!
□ Listen to the Guest: What is it they feel wronged them?
□ Ask: What can I do to make this situation better?

Property of Buca di Beppo, KMH, 3.7.2011 15

 GUEST RESOLUTION - MANAGERS
HOW TO PREVENT GUEST ISSUES IN THE RESTAURANT

As managers, we want to be proactive in situations, versus reactive. You can be proactive by being present
and observant on the floor. There are two ways to be proactive:

1. Table Visits . Being on the floor

and interacting with tables allows you the chance to identify disappointed, distracted or disruptive guests. If
you see a problem or a potential problem, you can fix it immediately. When visiting a table:
□ Be sincere
□ Make eye-contact
□ Offer your service Anticipate the Guests needs
and exceed their expectations!
2. Open Communica-
tion .
Being on the floor and interacting with Family Members allows you the chance to identify Family Members
under stress or in the weeds. If a Family Member is stressed or in the weeds:
□ Ensure the Guests in their area are receiving Over the Top service, and that the stress of the Family
Member is not compromising the guest’s experience
□ Find another Family Member who can help them out
When interacting with Family Members:
□ Be approachable. Family Members must feel they can come to you with a problem. In doing so you will
have the opportunity to FIX a situation before it escalates into a guest complaint

HOW TO HANDLE GUEST ISSUES IN THE RESTAURANT

Remember the LAST Impression Model for handling guest complaints.

L.A.S.T. .
□ Listen: Let the Guest vent their frustration. Be understanding.
□ Apologize: Let them know you are deeply saddened that they have not enjoyed their experience. Avoid
blaming or accusing anyone
□ Solve: Read the Guest and the situation to come up with a solution
□ Thank: Let the Guest know their feedback is important to us, as is the opportunity to solve their problem

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 GUEST RESOLUTION - MANAGERS
YOU SOLVE IT!

Remember: Our goal is to identify a problem with an unhappy Guest before they leave the restaurant, fix the
problem, PLUS give them an experience that will bring them back for years to come!

Below are scenarios of unhappy guests. How would you solve the following situations?

1. Disappointed Guest .
□ As you are doing table visits, you overhear a table complaining about their server not being attentive. You
immediately go to the table, and they tell you that they have had to wait for drinks from the bar, and no
refills have been offered. You can hear the frustration in their voice. What do you do?
□ You approach a table, and the Guests don’t look like they are enjoying themselves. You ask, “How is your
Chicken Limone tasting? Amazing?” They say, the chicken was excellent, but the Pasta was served cold
and they are still waiting on the kid’s pizza! How do you handle this situation?

2. Distracted Guest .
□The weather is bad and a reservation for 20 people is running 30 minutes late; the guests start arriving a
few at a time, and the Host of the party is dealing with the family and friends getting there and worried about
their safety. On top of that, there are 4 young children getting anxious, and the lobby is almost full. What
do you do?
□Two women come in with seven children after a trip to the zoo, the children are wound up and running
around. The women are both frustrated and look like they are going to explode! What will you do to
ensure these two women and the seven children have an Over the Top experience?

3. Disruptive Guest .
□ A group of 18 people show up for their reservation at the Pope’s table at 8:00 PM. The 6:00 PM Pope’s
table is still there and they are just starting dessert. It’s now 8:15 PM and the first Pope’s table still hasn’t
left the table. The Host of the group is impatient and becoming disruptive at the host stand. What will you
do to solve the problem?
□ It’s a busy Saturday night and the there’s a banquet of 30 Guests coming in at 6 PM. When the party
shows up, they now have 36 people, and there table was already a tight fit for the 30 people. They are not
happy about the cramped space, and proceed to tell you about how they feel about this situation, they are
being disruptive and you need to deal with it! How will you handle this situation?

• One out of every 25 Guests will have a complaint.

• Of the Guests who complain, up to 70% will continue
to do business with the organization if their complaint
is resolved in the restaurant before they leave.

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 IT’S ON US CARDS
STANDARD OPERATING PROCEDURE

We want to provide “whatever it takes” service and deliver a best in class celebratory dining experience for
the Guest. If we do not deliver this experience, and all efforts to rectify the situation fails… then we resort to
the It’s On Us Cards.

□ The restaurant will receive $250 per quarter in IOU Cards.

□ The break out will be (25) Ten Dollar cards.
□ These cards must be secured by the Paisano Partner in the safe.
□ The cards are to be used in the restaurant to handle guest problems and complaints on site.
□ The intranet will not be accessible to send out IOU cards at the store level.
□ The goal is to resolve any service or guest conflict at table and the IOU Card should be used as a last
effort.
□ Managers must handle all guest issues at the time of the incidence or occurrence.
□ The IOU Cards are not to be used for personal gain or trade. Please manage them responsibly.
□ The IOU Cards will be tracked with the IOU Tracking Form - this form will need to be submitted to DVP for
approval
□ The DVP will send to the PSC – Attention: Priscilla.
□ In case additional cards are needed, submit a written reason to the DVP and VP of Operations AND a plan
of action to eliminate using the IOU Cards.
□ The DVP will be the only manager authorized to request IOU Cards from the PSC at his/her discretion.

IOU TRACKING FORM

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 CONTACT LIST

DEPARTMENT NAME EXTENSION

CULINARY BRUCE SCHAFER 3242

RECIPE CARDS, MENU CHANGES

MARKETING LISA FRIEDRICH 3436

MENUS, PLACEMATS, ECLUB

OPERATIONS LOREN TASSON 3289

STANDARD OPERATING PROCEDURES

PRICING INFORMATION GLENN MASSEY 3459

TIERS 1, 2, OR 3
PURCHASING JESSICA LIND 3436
ED DON, SYSCO

MIKE BRANDT 3254

TRAINING KELLY HESKETT 3207

NEW MENU ROLL OUT GUIDE, CHEAT SHEETS

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 2011 OPERATIONS VISION,
OBJECTIVE & STRATEGY
Vision . DELIVER “BEST IN
CLASS” CELEBRATORY DINING EXPERIENCE. BIG HELLOS, DELIVER THE N.E.W.S. AND FANTASTIC
GOODBYES.

Objective . EXECUTE
GREAT SERVICE AND ITALIAN FAMILY HOSPITALITY WITH A PERFECTLY TAILORED EXPERIENCE,
THROUGH DEEPLY ENGAGED, SPIRITED FAMILY MEMBERS, THAT IS LEAD BY HIGHLY COMPETENT
LEADERSHIP TEAMS IN A PERFORMANCE BASED CULTURE.

Strategy . SET CLEAR EX-

PECTATIONS AROUND PEOPLE, PROCEDURES, SYSTEMS AND TARGETS. UTILIZE KEY DRIVERS
TO MANAGE THE EXPECTATIONS DAILY, WEEKLY AND MONTHLY TO ACHIEVE MAXIMUM RESULTS
IN ALL PHASES OF OPERATIONS - SERVICE, FOOD, PEOPLE, AND CONTROLS - REMOVE ALL
MENTAL BARRIERS.

OPERATING PRIORITIES

RUN GREAT SHIFTS

□ Plan, Prepare, and Execute Every Shift Every Day with a Sense of Urgency

DEVELOP MANAGERS AND FAMILY MEMBERS SKILLS

□ Be Obsessed with Learning, Teaching, and Coaching our Family
□ Members to Bring our Guests Back Again and Again

MAXIMIZE PROFITS
□ Focus on Operational Excellence, Cost Management, and Unnecessary Waste
□ Exceed Capabilities and Expectations through Strong Leadership Presence

ACCOMPLISH OPERATING PRIORITIES WITH BALANCE

□ Be Mindful of the Interests of all Family Members, Guests and Shareholders

THERE ARE ONLY THREE TRUE MEASURES TO OUR SUCCESS:

1. The number of guests coming through our front doors
2. The way they feel when they leave (their intent to return or recommend = Loyalty)
3. Exceed financial performance measures

Property of Buca di Beppo, KMH, 3.7.2011 20

 2011 OPERATIONS VISION,
OBJECTIVE & STRATEGY
GOALS
GUEST
-Questar Top Box at 67% - Comps— -$50.00 over PY
-Questar Top Box 7 Days at 65% - Mystery Shop— 90%
-Questar Bottom Box Below 3% - Comp Gross Sales— 2.2% over PY
-Critical Day Top Box at 72% - Alcohol/Beverage Sales— 1.5% over PY

LABOR
- FOH— 30 +/- as defined by 85 hours per sales dollar - Labor % Improvement vs. PY
- BOH— 20+/- as defined by 120 hours per sales dollar • Jan-April .33%
- Hours before open— +/- 10 hours per week • May-Aug .33%
FOH Mix 60% of labor • Sept-Dec .33%
HOH Mix 40% of labor

COST
-EBITDA Earnings— +2% or $63,000 per restaurant
-Food Cost— .2% better than last year
-Beverage Cost— 1% better than last year or below 20%
-Supplies— .02% better than last year
-Cleaning Supplies— $50.00 per week better than last year
-Linen Cost— $50.00 per week better than last year

FAMILY
-Hourly Turnover— 75%
- Management Turnover— 30%
- Hire right person for the right job
-Make quick decisions on poor performance and results
-Coach, educate, and motivate and most importantly,
recognize for performance

We are only in it...to win it!

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 Always remember: The journey to “Best In Class” Service is by
giving
Big Hellos, Fantastic Goodbyes, and Delivering the News!

N = Nurture (Coach, Develop, Teach Managers & Family Members)

E = Execution (Plan & Prepare Each Shift)
W = Win (Winning Performance of Controlling Costs, Waste Management & Winning Leaders)
S = Set Balance (Be Mindful of Guests & Family Members)

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