TRAININGAYA 101.2

Training Manual
AYA Cookhouse
915 Houston NorthcuttBlvd.
Mt. Pleasant , South Carolina
29464

Employee Non-Disclosure and Confidentiality
Agreement
FOR GOOD ANDVALUABLE CONSIDERATION,receiptof whichisherebyacknowledgedby AYA
Cookhouse,the undersignedemployeeherebyagreesandacknowledgesthe following:
 That duringthe course of my employthere maybe disclosedtome certainof the organization's
“trade secrets”consistingbutnotlimitedto:recipesforcuisine andcocktails,training manuals,
policies,staff educational materials,employee compensationinformation,managementand
personnel organizationandstructure,businesstransactions,companyfinancialinformation,
salesandmarketingplansandprograms,and businessplans.
 I agree that I shall notduring,or at any time afterthe terminationof myemploymentwiththe
organization,disclose ordivulgetoothersincludingfuture employers,any“trade secrets”,
confidentialinformation,oranyotherproprietarydataof the organizationinviolationof this
agreement.
 That uponthe terminationof myemploymentfromthe organization:Ishall returntothe
organizationall documentsandpropertyof the organization,includingbutnotnecessarily
limitedto:recipesforcuisineandcocktails,menus,managementplans,andall othermaterials
and all copiesthereof relatinginanywayto the organization’sbusiness,orinanyway obtained
by me duringthe course of employment.
 I furtheragree that I shall notretaincopies,notesor abstractsof the foregoing.
 The organizationmaynotifyanyfuture or prospective employerorthirdparty of the existence
of thisagreement,andshall be entitledtofull injunctiverelief,monetarycompensationandany
otherlegal remediesavailablefor anybreach.
 Thisagreementshall be bindinguponme andmy personal representativesandsuccessorsin
interest,andshall inure tothe benefitof the Company,itssuccessorsandassigns.
______________________________ ______________________________
Employee Signature Date
______________________________ ______________________________
Employee Name (Printed) Manager Signature
______________________________
TrainerSignature

Welcome to AYA
Thank you for helpingtocreate the AYA experience withus
Welcome toAYA. We are grateful tohave youas part of our team. You were hiredbecause of the
unique setof skills,abilitiesandknowledge youbringto AYA. You are the liaisonof ourbrand. You are
the one that customersinteractwitheveryday. Youensure thattheyreceive aqualityproduct,great
service andleave delighted. The toolsandresourceslistedbelow willhelpyouhelpourcustomers.
Your journeyof learningwith us beginswith an overviewof our core learningskills
Core learningskillscoversthe knowledgeandabilitiesthatyouneedtodoyour jobat the level whatwe
are expected,tocreate awelcomingenvironmentforourcustomersand our staffs.
Your journeyof learningfor the CORE has beendividedintoelevensectionsbelow:
Creatingthe AYA Experience
CommunicatingImbibe
Bar station
Workstation
CommunicatingProduct
Kitchenstation
ColdBeverage station
SimplyService
POSStation
Service Deployment
FoodExpediterStation
Floorstation

Scheduling
What doesthis meansto you?
You are responsible forcompletingthisCORElearningguide andthe associatedmoduleswithinyour
first80 hoursof employment. Youwill complete some eventsinasessionandsome asinstore learning
events. All of yourCORE learningwillbe tiedtothe performance expectationlistedineachsectionof
thisbooklet.
Schedulingyour learning
Work withyourmanagerto establishthe sequence of yourlearning, the namesof trainersandtime of
the sessions.
Thisbookletisparamountforall attendingsessions.
Sequence Date Topic Trainer’sName Session
________ _______ Creatingthe AYA Experience __________________ __________
________ _______ Communicatingthe Beverages __________________ __________
________ _______ Bar station __________________ __________
________ _______ Workstation __________________ __________
________ _______ Communicating Product __________________ __________
________ _______ Kitchenstation __________________ __________
________ _______ ColdBeverage station __________________ __________
________ _______ SimplyService __________________ __________
________ _______ POSStation __________________ __________
________ _______ Service Deployment __________________ __________
________ _______ FoodExpediterStation __________________ __________
________ _______ Floorstation __________________ __________
What to do in case of detours
If you can’t continue workingonyourcurrentsession,come backtothislist. Identifywhichsession is
nextandsee whatyou can do to beginthatsession.
Schedule ofSession
Belowisschedule of yourclasses. Classesare consideredShiftsatAYA. Askyourmanagerfor directions
to the learningcenterorstore. You will needthisbookletinthe class.
Date Topic Time Location
___________ ______________________ _______________________ __________________
___________ ______________________ _______________________ __________________
___________ ______________________ _______________________ __________________

CORE Learning Guide
How it works
Your CORE learningguide isdividedbywhatare the performance expectations,before the sessionand
complete the session. The followingisthe informationyouwill findineachsectionof yourcore learning
guide andwhat youneedtodo inthat section.
Purpose and Performance Expectations
Each topic areain yourCORE learningguide willstartwitha purpose anda setof performance
expectations. The purpose tellsyouthe focusof the sessionandwhatyouwill getoutof it. The
performance expectationtellsyouwhatyouare responsible foronce youhave completedyoursession.
Each performance expectationhasabox nextto itfor you toassessyour performance.
Before the Session
Activitieshave beencreatedtointroduce youtothe topicpriorto attendingaclass or startingan in
store learningsession.
Complete session
Whenyou are workingona session,trainersmayshare withyouadditional personal orgeneral rule of
thumbinreference tothe topics. Duringthe session,youwill be askedto:
- ReadAYA policiesandproceduresrelatedtothe topic
- Answerquestions
- Work witha trainer
- Practice the newskills
At timesthe sessionwill directyoubackto thisCORE learningguide tocapture keyideas,answerto
questionsorperformance goals. Youwill needyourCore learningguideatyourstore,as youwork on
these sessions.

CORE Learning Guide
After the session
Aftereachsessionthere isaseriesof follow-upactivities. These activitiesare designedtogive youan
opportunitytosue yournewskillsandtoincrease the level of yournew skills.
Once you have completedamodule,reviewthe performance expectationsforthe session. Evaluate
whatyou have learnedanddecide if youare readyto checkthat topicoff your list. If you have
additional questions,orwantadditional coachingonthe topic,workwithyour managerand trainerto
schedule the additional time.
SessionNotes
Thissectionof your Core learningguide isforyouto recordnotesduringthe session. Youmayfindit
helpful totake notesonstandards,factsor tipsfor applyingyourlearninginthe store. The sectionsof
the sessionsare listedhere tohelpyouorganize yournotes.
Thoughts, questions andgoals
At the endeach session,there isaplace foryouto write downthoughtsor questionsyouhave about
the contentand goalsyouhave for applyingthe learning. Yourmanagerwill askto review yourgoals
withyoufrom time totime.

Table of Contents
Creatingthe AYA Experience
CommunicatingImbibe
Bar Station
Workstation
CommunicatingProduct
Service certification(passingthe menuand service test)
KitchenStation
SimplyService
Service Deployment
Food ExpediterStation
Bartender Station
Bartender certification
Floor Station
Host Station
Point ofSales (POS) Station
EmploymentService Exam Score Sheet

First Impressions
Job offer discussion
Discuss your new role at AYAand complete yournew hire paperwork.
Learn aboutwhyyou were hired,whatyoubringtothe teamand whatyour manager’sexpectationsare
of you. Thisconversationshouldinclude whatnew hire paperworkand documentationyouneedto
provide andbywhen. You will alsobe introducedtothe CORElearningguide andotherresources.
After your job offer Discussion
Complete and obtainall sanitation and food handlingsrequiredinyour area.
It isyour responsibilitytoensure thatyouhave completedthe requireddocumentationtoworkwith
foodinthe area. Your manager can tell whatisrequiredfromthe store.
Read your Booklet
You needtoread thisbooklet. These resourcesinclude informationaboutworkingat AYA,ourpolicies,
and dresscode. Thisbookletalsoprovidesstandardsforsafetyandsecurityforpartners,customerand
our establishment. There are proceduresandstandardstopreventburns,stressinjuries,andphysical
injuries.
Reviewhow to record hours on ELITE Time and how to record tips.
It isyour responsibilitytorecordyourhoursas well astip to standards. Review theseprocedureswith
your coach.
Congratulations!
Now that youhave completedthis,checktosee whatisnexton yourCORE learningguide table of
content.

Notes on First Impression
Thoughts and Notes:
Writingdownnotesandkeylearningisone strategyforincreasingyourretentionandcapturingnotes
for yourfuture use.
Questions:
Capture any questionsyou have aboutyournew position.

The AYA Experience
Purpose
Thissessionintroducesyoutothe AYA experience. Youwill learnwhat AYA expectsof youanddiscover
your role inupholdingthe AYA missionstatements. Youare a valuedmemberof ourfamily,andare
responsible forandincontrol of yourlearning. As youbegintoexplore AYA,youwill discoverthatthe
staff,ourcustomers,andour businessare all essentialvaluesincreatingthe AYA experience.
Performance Expectations
Share AYA’sinceptionandculture withourcustomers.
Make decisionsandtake actionsthat supportthe MissionStatement.
Communicate withstaffsandcustomerwithelite skills.
Understand AYA’sexpectationsof the staff.
Understand AYA’sdresscodesof the staff.
UnderstandAYA’scommittime of schedules.
Share and achieve yourgoal as to whatyou will dotosupportour MissionStatement.
Identifythe toolsandresourcesavailableinyourstore tohelpyou.
Complywith safetyandsecuritystandards.
Make decisionsthatcontribute tothe AYA experience.

The AYA Experience
Before the class
WhyAYA?
Employmentisatwo waystreet. At yourfirstimpressiondiscussion,yourmanagersharedwithyou
whatskillsandabilitiesyoubringtothe team. Now take a momenttoidentifywhyyoucame towork at
AYA.
Didyou want tostart with anestablishment that has a friendly working environment? Didyou want tostart with
AYA because of its potentialgrowth? Or was it simply because of the great food?
Our staff chose to workat AYA formany differentreasons. Inyour AYA experience classyouwill be
askedto share whyyou chose towork at AYA.
Complete the Class
Complete the AYA experience class.
Come and learnabout AYA’sculture,businessandvalues. The time andlocationof thisclassshouldbe
writtenonyourCore Learningattendingsessionchecklist.
After the class
Reviewthe location of resourcesin your store
Where are the followingresource manual andtoolskept? Imbibeandmenuresourcesmanual,
beverage resource manual,POSregisterresource manual,TaskChecklists,Sellingmanual, andthe
Cleanliness andEquipmentMaintenance manual.
Read the FYIboard
Reviewthe FYIboardat the beginningof eachshift. Askyourtrainerto show youthe FYIboard inthe
store. Thinkabouthow youcan share informationaboutcurrentpromotionswithcustomers.
Learn how to answerthe phone and greetour customer at our establishment
Reviewtelephone etiquetteandgreetingetiquette inthe simplyservicechapterof yoursellingresource
manual.
Check yourselfagainstthe performance expectationfor this section
Be preparedtodiscussyourlearninganddemonstrate yournew skillswithyourmanager.
Congratulations!
Nowthat youcompletedthissession,checktosee whatnextCORElearningguide fromthe attending
sessionsis.

Mission Statement
To establish AYA asthe premierpurveyorof Asiancuisineinthe regionwhile maintainingourprinciples
as we grow.
The followingfourguidingprincipleswill helpusmeasure the appropriatenessof ourdecisions:
Our Food
To ensure the sourcingof quality ingredients.
Our Staff
Our staff isour family.We embraceddiversity.Treateachotherwithrespectanddignity. Passionisnot
a job; passionis a lifestyle.
Our Customers
A greatmeal,a memorable AYA experience,one mealata time. The human connectionisa relationship
that builds the momentwe connect,laugh,andupliftsourcustomersineverymomentin AYA. Sure,it
starts the momentguestsenterourestablishment withthe promise of aperfectlymade meal.Butthe
promise goesbeyondthat.
Our Establishment
Everystore is part of the community. We take ourresponsibilitiesseriouslyforbeingagoodneighbor.
We wantto be invitedwhere we conductbusiness.
Our Environmental Footprint
To empowerthe spiritof entrepreneurshipandtohelpminimizewaste. Helpusbe more sustainable
withour environmental footprint.

ELITE Skills
Our missionstatementcommunicatesthatitis AYA’sgoal to establish AYA asthe premierpurveyorof
the Asian cuisine inthe regionwhilemaintainingourprinciplesaswe grow. ELITE skillsare the
communicationtoolswhichassistus tocreate a friendlyenvironment thatisenjoyable forourstaff and
our customers. To create thisenvironment,we treateachother,andour customers,withrespectand
dignitybyusingourELITE skills:
Maintain and Enhance Self-Esteem
Ask For Help
Listen and acknowledge
using L.E.A.R.N
ELITE SKILL #1 Maintainand enhance self-esteem
Self-esteemisthe feelingof beingokay, of beingacceptedandacceptable. Whenpeoplefeel valuedby
themselvesandothers,theyare more likelytoworkeffectivelyasateam. Positiveself-esteem
contributestoour abilitytothinkclearlywheninteractingwithothers.
One of the mosteffective waystomaintainorenhance peoples’self-esteemistorecognize theirwork.
If you see someone on yourteamdoingsomethingwell,give thempositive feedbackontheirwork. Tell
themwhattheydidwell andwhyit wasgood.
Give feedbackthatistimely,specificandrelatedtowhattheydid,and NOT whotheyare.
If you see a partnermakinga mistake,letthemknow whatyou saw,and whatis a more
effective wayof reflective the mission andwhythatwayisare more efficient.

ELITE Skills
ELITE SKILL #2 Listenand acknowledge using L.E.A.R.N
Listeningcanbe our mostpowerful communicationskill. Whenwe listentootherpeople,we letthem
knowwe care abouttheirpointof view. By acknowledgingtheirfeelingsand/orsituation,we notonly
enhance theirself-esteem, butwe are alsoable toensure we understandwhattheyare saying.
Showour staff and customersyouare listeningtothemby:
Paraphrasing
Nodding
Lettingthemfinish
Acknowledgement
L.E.A.R.N
Listento the guest
Empathize withthe guest
Apologize tothe guest
React by fixingthe problem
Notifyamanager
ELITE SKILL #3 Ask for or Provide Help
It takesself-confidence toopenupand askfor helpandto admityou don’tknow everything. Wordof
the wise isto ask othersfortheirideasorhelpwhencompletingatask,or ask for clarification. Partof
beingona team meanstoprovide helpwhenyousee othersneedyourassistance. Letyourpartners
knowwhenyouneedhelp.
Say “I needyourhelp...
…operatingthismachine.”
…answeringaquestionaboutwhichitem isglutenfree.”
…makingthismartini duringthisrush.”
…take a table because Iam inthe weeds.”
…findingthe olivesforthe drink.”

Performance Measures
Feedback
Feedbackisa critical source of directionandsupportand playsanessential role inlearningandstaff
development. Withoutclear,specificfeedbackyouwon’tknow whatyouare doingwell andwhatyou
needtowork on.
RememberyourELITE skills:MaintainandEnhance Self-Esteem, ListenandAcknowledge,andAsk for
Help,wheneverasking fororgivingfeedbacktostaff.
Performance Feedback
At AYA,we believethatregularperformance feedbackhelpseveryone dotheirjobmore effectivelyand
enhancesthe workingrelationship. Performance feedbackdiscussionsnotonlyrecognize andreview
your pastperformance,theyalsofacilitate settingfuture performancegoals.
Snapshot
The Snapshotis a tool to helpall of us understandthe AYA experiencefromacustomer’sandstaff’s
perspective,inamore objective manner thanfromourcustomercommentcards.
CustomerSnapshotisa service providedbytrainedshopperswhovisitthree timesaquarterand
evaluatesthe same setof standardsthatwe,as a company,have set. The resultsare sentto the store
manager,and foundersof the company. Staff snapshotisa surveysenttostaffs.
The program’s value isinhowit helpsusdetermine“how we are doing” measure overtime,from
season-to-season,market-to-market,and promotion-to-promotion. Justasone commentdoesnottell
the whole story,neitherwill one “store”revealeverythingaboutaparticularevent.
Elite standardChecklist
The successof AYA Companyrestsuponthe consistentdeliveryof ourhighstandardsrelatingtoquality
and service. Attentiontodetail ineverydayoperationiscrucial tomakingthe AYA experience areality
to our customersandour staff. Thistool allows AYA managersandstaff to ensure all operational
standardsare beingmetinour establishment. The managerisultimatelyresponsibleforensuringthis
tool is completedtomaintainourcritical standards. Yourmanagermustensure the completionof the
ELITE standardchecklistaminimumof every30 days. Additional waystouse thistool includes:training
a newstaff,and a refresherforseasonedstaff.

Customer Comments
Creatingdelighted customersisanessential partof ourmissiontoestablish AYA asthe premier
purveyorof the Asian cuisine inthe regionwhile maintainingourprinciplesaswe grow. Customer
commentsprovide uswithanothermethodof evaluatinghow well ourproductsandservicesare
meetingcustomerexpectations. Eachcommentprovidesus withanopportunitytoimprove our
performance andmeetourcustomerservice expectations. Summariesof store specificcommentsare
sentto the store each month.
MissionReview
Missionreviewwasdesignedasanopportunityforyoutoexpressyourconcernsand/orcomments
confidentiallythroughaninternal comment card,whichcanbe sendto tonychu.Aya@gmail.com. Many
suggestionssenttomissionreviewhave resultedinnew proceduresandpoliciesforourcompany. Each
missionreviewcommentwill receiveaconfidential response viaemail.

Performance Feedback for Front of House Staff
Manager and Staff should each complete a form separately to be used in performance feedback
discussion. Both forms should be signed by the manager and staff and kept in the staffer’s file.
Name: ________________________________________________________________________________________
Store #: _________ Store Location: ______________ Review Date: _________ Next Review Date: __________
General Performance Rating Scale
O Outstanding Performance consistentlyexceedsexpectations
S Superior Performance oftenexceedsexpectations
E Effective Performance meetsall standardsforthe job
N Needsimprovement Performance isinconsistentandimprovementisneeded
U Unsatisfactory Performance doesnotmeetminimumstandards
Performance Expectations Rating Scale
Complete TrainingManuals Yes No
DevelopmentGoalscomplete,if applicable Yes No
Developsdelightedcustomersall of the time.
Comments:
Createsan atmosphere wherecustomersfeel
welcomedandare greetedwithin2minutesof
arrival
O S E N U
Uses the SimplyService stepswitheverycustomer:
Connects
O S E N U
Discovers
O S E N U
Responds
O S E N U
Describesstore productandpromotional products
by usingthe featuresandbenefitsof the product
lineup
O S E N U
Uses the fundamental processandavailable tools
and resourcesand describingmenutocustomers
to meettheirneeds
O S E N U
Createsdelightedcustomersbyusingthe stepsof
L.E.A.R.N.
O S E N U
Followsservicedeploymentpositionstandardsto
meetcustomerneeds
O S E N U
Followsproductivitystandardstomeetcustomer
needs
O S E N U

Providesqualitybeveragesand food consistentlyfor our customers
Comments:
Maintain qualitystore operations
Comments:
Prepare AYA cookhouse beveragestorecipe and
presentationstandards
O S E N U
Orderentrée modifications,andsubstitutingitems
usingthe AYA cookhouse standards
O S E N U
RegisterStationproceduresperformedcorrectly O S E N U
Followshealth,safety,andsanitationguidelines
for all products
O S E N U
Followspolicyandprocedure whenpreparingand
service foodanddesserts
O S E N U
Maintainsholdtimesstandardsforfood
deployments
O S E N U
Displaytable settingtostandards O S E N U
Followdresscode standards O S E N U
Keeprestaurant,restrooms,workstation,andbar
cleanand well stocked
O S E N U
Menu are cleanand free fromstains O S E N U
Cleansandstocksto displaystandards O S E N U
Followsopening,transition,andclosingstandards
to meetcustomerandbusinessneeds
O S E N U
deployments
O S E N U
Maintainsequipmenttostandards O S E N U
Readsand followsdailystore communicationsand
usesresource manualsandtoolsto answer
questions
O S E N U
Demonstratesclearcommunicationbyusingstar
skillswith all customersandstaff
O S E N U
Is on time forall schedulesandadherestothe
meal and breakpolicies
O S E N U
AdherestoandcomplieswithSafetyStandardsto
minimize risktocustomersandstaff
O S E N U

Contributesto store profitability
Comments:
Takes responsibilitiestolearn all aspects of the staffpositions
Comments:
Staff Signature:_________________________________________ Date: _________________
Manager Signature: _____________________________________ Date: _________________
Vice Operator Signature: _________________________________ Date: _________________
Followsaccurate cashhandlingprocedures O S E N U
Followspoliciesandproceduresforringingupand
processingsales
O S E N U
Followspoliciesandproceduresforcheckaccuracy O S E N U
Followspoliciesonmarkouts O S E N U
Accuratelyandtimelyrecordstime scheduledfor
shiftsandbreakson the schedule
O S E N U
Followsinventorystockingandrecording
standards
O S E N U
Set“S.M.A.R.T.goals”and worktowards store
teamgoalsto create opportunitiesforcustomers
to experience ourproductsandincrease sales
O S E N U
Self-initiateslearningtomeetperformance
expectationsandcontinuelearning
O S E N U
Empoweringinitiative inproblemsolving O S E N U
Learnsand demonstrateshowtocreate the AYA
Cookhouse experiencesandupholdsthe mission
statement
O S E N U
Offershelpandfeedbacktopeersof learnedskills
or information
O S E N U

Performance Feedback for Back of House Staff
Manager and Staff should each complete a form separately to be used in performance feedback
discussion. Both forms should be signed by the manager and staff and kept in the staffer’s file.
Name: _______________________________________________________________________________
Store #: _________ Store Location: ______________ Review Date: _________ Next Review Date: _________
General Performance Rating Scale
O Outstanding Performance consistentlyexceedsexpectations
S Superior Performance oftenexceedsexpectations
E Effective Performance meetsall standardsforthe job
N Needsimprovement Performance isinconsistentandimprovementisneeded
U Unsatisfactory Performance doesnotmeet minimumstandards
Performance Expectations Rating Scale
Complete TrainingManuals Yes No
DevelopmentGoalscomplete,if applicable Yes No
Developsqualitymealspromptly
Comments:
Recognizesaticketwithin30secondsfrom
printingoutof printer
O S E N U
Execution
O S E N U
Presentation
O S E N U
Consistency
O S E N U
Productrecognition (able todescribe the
ingredientsandprocedurespermenuitem)
O S E N U
CreatesopportunitiesforAYA menudevelopment O S E N U
Followsservicedeploymentawarenessstandards
to meetqualityneeds
O S E N U
Followsproductivitystandardstomeet quality
needs
O S E N U

Providesqualityfood consistentlyfor our customers
Comments:
Maintain qualitystore operations
Prepare AYA cookhouse foodtorecipe and
presentationstandards
O S E N U
Preparedentrée,modificationsandsubstituting
itemsusingthe AYA Cookhouse standards
O S E N U
PrepStationproceduresperformedcorrectly O S E N U
Followshealth,safety,andsanitationguidelines
for all products
O S E N U
Followspolicyandprocedure whenpreparingand
service foodanddesserts
O S E N U
deployments
O S E N U
Display platingtostandards O S E N U
Followdresscode standards O S E N U
Keepkitchenandstation cleanandwell stocked O S E N U
Keepyourequipmentcleanandfree fromstains O S E N U
Cleansandstocksto DEHEC standards O S E N U
Followsopening,transition,andclosingstandards
to meetAYA customerneeds
O S E N U
Maintainsequipmenttostandards O S E N U
Productrotation(FIFO) O S E N U
Readsand followsdailystore communicationsand
usesresource manualsandtoolsto answer
questions
O S E N U
Demonstrate clearcommunicationbyusingstar
skillswithall staff
O S E N U
On time forall schedulesand adherestothe meal
and breakpolicies
O S E N U
AdherestoandcomplieswithSafetyStandardsto
minimize risktoall staff
O S E N U

Comments:
Contributesto store profitability
Comments:
Takes responsibilitiestolearn all aspects of the staffpositions
Comments:
Staff Signature:_________________________________________ Date: _________________
Manager Signature: _____________________________________ Date: _________________
Vice Operator Signature: _________________________________ Date: _________________
Followsaccurate prepprocedures O S E N U
Followspoliciesandproceduresforpreparing
dishesconsistentlyinatimelymanner
O S E N U
Followspoliciesandproceduresfor dishaccuracy O S E N U
Followspoliciesonmarkouts O S E N U
Accuratelyandtimelyrecordstime scheduledfor
shiftsandbreakson the schedule
O S E N U
Followsinventorystockingandrecording
standards
O S E N U
Set“S.M.A.R.T.goals”and worktowards store
teamgoalsto create opportunitiesforcustomers
to experience ourproductsandincrease sales
O S E N U
Maximize utilizationof scrap O S E N U
Self-initiateslearningtomeetperformance
expectationsandcontinuelearning
O S E N U
Empoweringinitiative inproblemsolving O S E N U
Learnsand demonstrateshowtocreate the AYA
Cookhouse experiencesandupholdsthe mission
statement
O S E N U
Offershelpandfeedbacktopeersof learnedskills
or information
O S E N U

Notes on AYA Experience
Inceptionand Culture:
MissionStatement:
ELITE Skills:
Expectationof Partners:
Growth:

Completing AYA Experience
Thoughts and Notes:
for yourfuture use.
Questions:
Capture any questionsyouhave onstandardsforthissessionhere. Whenyoumeetwithyourtrainer,
ask themto helpyouanswerthese questions.
SMARTGoals:
Write downany SMART goalsyouhave on how you will applywhatyouhave learnedonthe job. SMART
goalsare Specific,Measurable,Achievable,ReasonableandTime sensitive.

Communicating Imbibe
Purpose:
In thisclassyou will learnabout AYA beveragesandhow to guide customers create interestinour
products. You will discoverhowtocommunicate ourbeverages withourcustomersandhow to further
theirbeverage knowledge.
Be able to:
Describe differencesinMalolatic,natural,concrete andstainlessfermentations.
Describe differencesinFrenchoak,Americanoak,andneutral oak.
Describe the differencesbetweenanale,lager,andpilsner.
Describe the unique varietyof beerswe carry.
Describe the unique varietyof wine we carry.
Describe the unique varietyof spiritswe carry.
Describe the preparationof ourcocktails.
Describe howvodka,gin,rum,whiskey,andbourbonare made.
Describe the differentvarietyof whiskeysingeneral.
Describe wine varietalprofilesandpairingswithmenuitems.
Describe the differencesintaste inwines.
Describe the differencesbetweenChampagne,GrowerChampagne,Cava,Prosecco,andSparklingwine.
Describe whatgrape varietal isin rose Champagne.
Learn howto guide customersinfindingthe appropriate pairingfortheirpalate andmeal.
Learn howto suggestmultiplebeveragesthroughoutthe meal.
Seta personal goal andworktowardsyour team’sgoal to create opportunitiesforcustomersto
experience ourbeveragesandincrease beverages sales.

Before the Class
Reviewthe beverage menu
How have the beverages beendivided?How canthe informationonthismenuhelpyouanswer
questionsfromcustomers?
Set sessionwithmanager to taste beveragesonthe menu
What wordswouldyouuse to describe these beveragestoyourcustomer?
Verifytime and location of class
During the Class
Complete the Communicating beverage class
Learn howto taste and describe our beverages bycompletingthisclass.
After the Class
Check yourselfagainstthe Performance Expectation for the class
Continue to create beveragestastingfor store staffs
Recordyour learninginyour Beverages diary.
Continue to use your beveragesDairy
Documentyourtravelsthroughthe worldof beverages.

Introductionto AYA tools and resources:
Imbibe: Cocktail, Beer, Wine, Beverage:The Business:

Notes on Communicating Imbibe
Why do beverages taste different?
Tasting and knowing the difference:
SMARTGoals:
goalsare Specific,Measurable,Achievable, ReasonableandTime sensitive.

Bar Station
Purpose
In thissession,youwilllearnhowtoprepare andserve beverages fromthe barwhile providinggreat
service toour customers. Aftercompletingthissessionyouwillbe able toensure ourcustomersgetthe
bestbeverages everytime.
Complywith barstationand workstationstandardsandproductivitytipswhenhelpingcustomers.
Develop delighted customersby complyingwiththe requirementsof the missionstatement.
Comply withhealth,safety,andcleanlinessstandardsforbarstation.
Complywith date coding,holdtime andstorage procedures.

Bar Station
Before the class
Taste the special of the day:
Askyourself:whatwordswouldIuse to describe thisspecialto a customer?
Readthe descriptionfromthe bottles.
Readthe Beverage Resource Manual.
Readthe Resource Manual onBar StationStandards.
Complete the class
Complete the Bar station session
Learn howto workin the bar stationbycompletingthisclass.
After the class
Practice making a drink of the day
Askfor opportunitiestoworkinthe bar station. Make all drinksto standards. If you have questions
abouta drink,askyour traineror otherpartners.
Learn to wipe downedthe bar at the end of the shift
Aska bartendertoshowyouhowto wipe downthe bar.
Learn AYA beverages
Reviewthe descriptionof the different beverages onthe menu,readthe bottle descriptionof the wine,
and/orask your trainerabouthowthe beveragesare made.
Watch the bartendermake a drinkfromthe menu.
Taste the drinkthe bartendermade fromthe menu.
Askyourself:WhatwordswouldIuse to describe these drinkstoacustomer? How are these drinks
similar?Howare theydifferent?
Repeatthe practice withtwoother beverages.
Identifywhich beveragesinourmenuare fruity,creamy,strong,clean,andyourpreferred.
Check yourselfagainstthe Performance Expectationsfor the class

Notes on Bar Station
Service andStandards:
Prepare and Serve Beverages:
Prepare and Serve Beers:
Prepare and Serve Wines:
Prepare and Serve NonAlcoholic Beverage:
Stock and CleanBar station:
Complete this session:

Completing the Bar Station
Thoughts and Notes:
for yourfuture use.
Questions:
Capture any questionyouhave onstandardsforthisclasshere. Whenyou meetwithyour trainer,ask
themhelpyouanswerthese questions:
Goals:

Workstation
Purpose
In thissession,youwilllearnhowtomaintainyourtables’needs,providingpromptresponsefrom
customers’needs. Aftercompletingthissessionyouwill be able toensure ourcustomersgetthe best
promptresponse forcustomer’sneedseverytime.
Complywith Workstation standardsandproductivitytipswhenhelpingcustomers.
Developdelightedcustomersbycomplyingwiththe requirementsof the missionstatement.
PromptresponsesservicetoupholdAYA standards.
Complywithhealth,safety,andcleanlinessstandardsfor Workstation.
Complywithdate coding,Cleanlinessandstorage procedurestoworkstationstandards.
Prepare anddeployedproductstoupholdAYA standards.

Workstation
Before the class
Taste the special of the day:
Askyourself:HowwouldIeffectivelyuse the workstationresourcestomaintaintable service?
Readthe resource manual onworkstationstandardsandprocedures.
Stock andmaintainworkstationtoworkstationstandards.
Askyourself:HowwouldImake effective deploymentforpromptresponses?
Complete the class
Complete the Workstationsession
Learn howto workin the Workstation bycompletingthisclass.
After the class
Practice making a drink of the day
Askfor opportunitiestoworkinthe Workstation. Make all drinksto standards. If youhave questions
abouta drink,askyour traineror otherpartners.
Learn to wipe downedthe Work at the endof the shift
Aska staff toshowyou howto wipe downthe Workstation.
Learn AYA workstation
Reviewthe proceduresof the differentstationswithinthe workstation,readthe resource manual on
howto prepare,maintain,andstockeachof the stationwithinthe worksstation
Followadesignatedstaff whenlearninghow the workstation issetup
Demonstrate yourlearningwithdesignatedstaff onhow workstationissetup
Askfor theirexperience oneffective workstationsetupprocedures
Check yourselfagainstthe Performance Expectationsfor the class
Be preparedtodiscussyourlearninganddemonstrate yournew skillswithyourmanager

Notes on Workstation
Prompt response service:
Prepare and Deploy products:
Stock and Clean Workstation
Complete this session:

Completing the Workstation
Thoughts and Notes:
for yourfuture use.
Questions:
Capture any questionyouhave onstandardsforthisclasshere. Whenyou meet withyourtrainer,ask
themhelpyouanswerthese questions:
Goals:

Communicating Products
Purpose:
In thissession,youwilllearnwhatproductswe carryand why. You will acquire some basicinformation
regardingourentrees,desserts,and beverages. Thisknowledgewill enable youtoanswerthe questions
customersask. You will alsolearntouse your toolsandresource manualstorespondto questionswhen
youdon’tknowthe answers.
Share what sets AYA apart from otherestablishments,the AYA difference tocustomers.
Describe andsuggestthe beveragestomeetcustomerneeds:
o In yourown words
o Usingknowledge onflavorprofilesfromthe imbibe bible
o Usingthe beverage menucategories
Use the imbibe resource manual,imbibe fundamentalsmanual resources,andasktrainers,staff,or
managerson furtherlearningaboutbeverages,toanswercustomerquestionsandfurtheryour
beveragesknowledge.
Identifythe kind of productsourestablishmentcarriesandtheirlocations.
Identifycurrentdailyandseasonal specials.
Communicate the drinkline-up,dishline-up,anddessertline-upspecialstoourcustomers.
Communicate with customersaboutourproductsandthe AYA experience.
Use resourcesandtoolsto answercustomerquestions.
Askmanagerto schedule kitchensessionfortastingentreesandappetizers.
Askmanagerto schedule barstationsessionfortasting beverages.

Communicating Products
Before the session
Whowould like what and why?
Take a lookat the menuitemswe provide inour store. Thinkaboutyour friends,family,andassociates.
If you had justwon a dinneron the houseforthem,whatwould you buy forthem,or yourself,and why?
The firststepto effectivelycommunicatingaboutaproductis to make connectionsbetweenthe product
and whycustomersmightbe interestedinit. Asyouare finishingorderingfromthe menu,review the
menu,thinkaboutyourcustomers,andask yourself,”Who would like whatand why?”
Complete the session
Complete the communicatingproduct session.
Learn howto answercustomerquestionsandshare informationaboutourproductsbycompletingthis
session.
After the session
Practice sharing your product knowledge
Look foropportunitiestoshare yourproductknowledgeandtoanswercustomerquestions. Reviewthe
currentdailyand seasonal specialsonthe communicationboard,orfrommanagementinyourstore and
share the informationwithyourcustomers. Askforfeedbacksfromyourtraineronyourperformance.
Learn whatproduct sellswellinthe store.
Askyour trainerfortipson howto sell at differentstationinthe store.
Checkyourself againstthe Performance Expectationforthissection.
Discussyourlearninganddemonstrate yournew skillswithyourmanager.

Notes on Communicating Products
Service andstandards:
Knowing our products:
Knowing AYA drinks
Knowing AYA menus:
Knowing what makes AYA products Special:
Answering Customer Question:
Identifying, Serving, andsampling Desserts:
Completing the session:

Notes on Communicating Products
Thoughts and notes:
for yourfuture use:
Questions:
Capture any questionyouhave onstandardsforthissessionhere. Whenyoumeetwithyourtrainer,
Goals:
Write downany SMART goalsyouhave on how you will applywhatyouhave learnedonthe job.
SMART goalsare specific,Measurable,Achievable,Reasonable,andTime sensitive.

Service Certification
(See Managementforthissection)

Kitchen Station

Cold Beverage Station

Simply Service
Purpose
In thissessionorevent,youwill learnhow toprovide greatcustomerservice andsell productsthe AYA
way. You will alsolearnthe stepstotake whenhelpingdiscontent customers.
Connect,discoverandpromptlyrespondwithcustomers.
Demonstrate the SimplyService stepswhenhelpingcustomerstocreate anatmosphere where
customersfeel welcomedand receive recommendationsthatmeettheirneedsandwantto return.
Sample andsuggestive sell asdirected.
Use a hospitable andhonest approachtoassisting customers withtheirneeds.
Create loyal anddelightedcustomersbyusingservice standardswhichcomplywithour mission
statement.
Diffuse disgruntledcustomers byusingL.E.A.R.N.
“I don’tknow,butletme findoutfor you”in response toissues/questionscustomersmayhave thatyou
cannot answer.
Use resourcestohelpsell productstoyourcustomers.
Maintainingproperdresscode andetiquette standardsatall time.

Simply Service
Look for great customer service
Whatdo you do to create delighted customersin yourstore?
Whatdo you do to build relationshipswith thecustomers? Whatsignals areyourcustomers emulating
regarding their needsforspeed of service?
Complete your pre-work
Before youstart the simplyservice sessionorevent,complete the pre-workonthe followingpage.
Complete the sessionor event
Compete the simplyservice sessionor event
Learn howto create delighted customers.
After the session
Share your thoughts and goals
Share your three keypointslearnedfrom thissessionwithyourmanager. Workwithyourmanagerto
determine asmall sale goal forthe nexttime youwork.
Know your business
Askyour managerto share the store’scurrentsalesnumbersandsalesgoals. Thisinformationis
confidential;do not share thisinformation withcustomers or non-staffmembers.
Learn what your customers are sayingabout your store
Reviewthe lastmonthof customercomments,snapshotinformation,and Internetblogs. Locate the
customercommentcards andreviewwithyourmanagerhow andwhento handoutcustomercomment
cards.
Check yourselfagainstthe performance expectationfor this section.
Discussyourlearning anddemonstrate yournew skillswithyourmanager.

Pre-work for Simply Service
Purpose
To prepare youfor yoursimplyservice session,answerthe followingquestions:
What can you doto ensure youare readyto develop delightedcustomersbefore youstartyourshift?
Thinkof your owncustomerservice experience orwhatyouhave seenotherdemonstrate. Foreachof
the followingtopics,listthe wordsorbehaviorsyouwoulduse toprovide anenjoyable andfulfilling
experience foryoucustomer.
Welcomingthe customer:
Rememberingregularcustomers:
Connectingwith your customer as an individual:
Establishinga professional relationshipwiththe customer:
Offeringthe customer what they wanted or may be interestedin:
Enhancing theirexperience:
Beinghelpful and responsive tothe customer:
Showingyou were glad theycame in:

Steps of Simply Service
Connect
Customer feels
welcomed
Discover
Customer gets
recommendations
that meet their
needs
Respond
Customer feels good
about their meal and
wants to return
Delighted Customers
All of the Time

Notes on Simply Service
Connect, Discover, Response:
Using steps of simply service:
Sampling and Tasting:
Hospitable andHonest:
Helping a Disgruntled Customer:
“I don’t know, but let me check on that for you”:

Completing Simply Service
Thoughts and Notes:
Writingdownnotesandkeylearning pointsisone strategyforincreasingyourretentionandcapturing
notesforfuture use.
Questions:
Goals:

Service Deployment
Purpose
In thissession,youwilllearnhowtoworkas a team toensure our customers’needsare metby
completingall organizationaltasksthatcomplywithourmission.
Performance Expectation
Understand the AYA approach to Service Deploymentasa way to workas a team to meetcustomer
needs.
Identify the AYA service deploymentstations.
Use dutyrosters to identifyandcompleteflow andfillertasksassignedtoyou.
Ensure customersare beinghelpedwithin30secondsandstore appearance ismaintainedbyusing
service deploymentstandards.
Expedite customerservice byusingstationstandardsandproductivitytips.
Complywith the service deploymentmodel whenchoosingwhatyoudonexttomeetcustomerand
store needs.
Transition andcommunicate asa team playertoprovide betterservicetoourcustomers.

Service Deployment
Before the session
Learn how your teamhandles a rush of customers.
Observe yourteamduringa rush. How doesstaff worktogethertoensure all customerandstore needs
are met? What strategiesare theyusingtoincrease the speedof service? Whoisresponsible foreach
of the stations?
Complete the service deploymentsession
Learn howto be in the rightplace at the right time byusingthe service deploymentsessiontomeetthe
needsof the customerandof the store.
After the session
Transition to meetcustomer needs
Askyour managerto assignyourprimaryand transition positions. Practice meetingcustomerneedsby
transitioningtohelpthemandmeetingthe needsof yourteambycommunicatingyour transitions.
Beginto learnhowto complete daily,side andweeklytasks.
Use yourduty rosterto identifyhowtocompletetasksto AYA standards.
Checkyourself againstthe performanceexpectationforthissection.Discussyourlearningand
demonstrate yournewskillswithyourmanager.

Service Deployment Model
Primary
Position
FLOW
Transition
Position
FLOW
Increase
Speed of
Service
FILLER
Tasks Duty
Rosters
1
2
3
LOOK
BACK!!
FLOW: Immediate
Customer and Store
NEEDS

Notes on Service Deployment
Understanding Service Deployment:
Knowing the Stations:
Using duty Rosters:

Notes on Service Deployment
Using the service deployment model (inreference tostations):
Checking and applying your learning:

Completing Service Deployment
Thoughts and Notes:
Writingdownnotesandkeylearning pointsisone strategyforincreasingyourretentionandcapturing
notesforyour future use.
Questions:
Goals:
goalsare Specific,Measurable,Achievable,Reasonable, andTime sensitive.

Food Expeditor Station
Purpose
In thissession,youwilllearnhowtoworkthe foodexpediterposition. Inthisposition,itisyour
responsibilitytogatherandcomplete all itemstomeetcustomerneeds, sothatthe personon the floor
has the essentials tomeetthe customerneeds.
Performance expectation
Complywith foodexpediterstationstandardsandproductivitytipswhenhelpingcustomers.
Use service deploymentstandardstoensure customerneedsare beingmet.
Develop delighted customersatthe foodexpediterstationusingsimplyservice steps.
Identify,serveandsample desserts,menuandappetizerqualitystandardswhichcomplywithour
mission.
Cleanandstock merchandise anddesserts.
Comply holdtime andstorage standards.
Complywith health,safetyandsanitationstandardsforworkingwithfoodproducts.

Food Expediter Station
Before the session
Complete communicatingproducts and the simplyservice session
Before beginningthis session,be sure thatyouhave completedthese,astheyare prerequisitesforthis
session.
Respondto customersneedsand promptly deployproducts
How can youeffectivelyorganize the ticketstobestcommunicate betweenserversandchefs?What
stepscan youtake to ensure afluidandflawlessexecutionof service inatime sensitive manner?
Complete the Food Expeditersession.
Learn howto answerservice questions,increase the speedof serviceandworkinthe foodexpediter
stationbycompletingthissession. Take notesfromtrainersandmanagers onwaysto increase the
speedof service.
After the session
What to know
Knowwhere tofindthe ingredientsof the menuitemsfromyourtrainer,chef,store manager,andthe
menu. Knowthe timingof foodproduction.Know properpreparationforfoodexpediterstation.
Know that isthe firingtime for each menuitem
Knowwhichstationtocall forfiringmenuitemsfromyourtrainer,chef,store manager,andthe menu.
Knowhowto delegate kitchenstaff torelieve bottleneckaffects.Know how tocoordinate all line food
itemstocomplete atthe same time onpre order.
Stock and update the expediterstation
Helpstaff replenishthe expediterstation,barstation,floorstation,or workstation. Askstaff fortipson
howto stock at par level.
Check yourselfagainstthe Performance Expectationsfor this section

Notes on Food Expediter Station
Service and expediting standards:
Expediting menuitems of quality which comply tothe mission:
Stocking and ReplenishedtoPar Level:
Performing in the position:
Suggestedresponses:

Completing the Food Expediter Station
Thoughts and Notes:
for yourfuture use.
Questions:
Goals:
goalsare Specific,Measurable,Achievable,Reasonable, andTime sensitive.

Bartender Station
Purpose
In thissession,youwilllearnhowtomake simple syrups,adjunctmixers,andprepare AYA quality
cocktails. Youwill alsolearnhowto workat the Bartenderstationwhile connecting,discoveringand
respondingwithcustomersandensuringtheirneedsare met.
Complywith the Bartenderstationstandardsandproductivitytipswhenservingcustomers.
Develop delighted customersatthe Bartenderstationbywelcoming,serving,andthankingthem.
Locate equipmentandsuppliesusedatthe Bartenderstation.
Locate recipe guidelinesusedatthe Bartenderstation.
Complywithhealth,safetyandcleanlinessstandardsforthe Bartenderstation.
Prepare simple syrups andadjunctmixers tostandardsatthe Bartenderstation.
Prepare cocktailstorecipe standards.
Presentdrinkstocustomersto AYA standards.
Complywith operationflowguidelinestomaximizeefficiencywhileworkinginthe Bartenderstation.
Complywith standardholdingtimesforperishables.
Comply withTIPS/ServeSafe standards.
Complywith service anddeployment standards.
ComplywithSimplyService standards.
ComplywithPOSstandards.
Complywithfoodexpeditingstandards.
Complywithcommunicating beverageandfoodproductstandards.

Bartender Station
Before the session
Stop and think about your cocktail beverages.
Askfor one of your favorite cocktail beverages. Asyoudrinkit askyourself:
Whatdo you like aboutthis drink? Is it thesweet, smooth tasteof thecocktail? The tropical fruitstaste
of the cocktail?
Take a fewminutestoflipthroughthe Imbibe Resource manual.
Whatare the basic componentsof mostcocktailbeverages? Whatflavorsof syrup do weofferat AYA?
Getto know the cocktail menu.
Reviewthe cocktail menu. Askyourself: Do you know whatgoesinto each of thosecocktails? How can
you use themenu to answercustomerquestions? How would you describethebeveragesto a customer?
Look upany beverage youare unfamiliarwithinthe imbibe resource manual.
Complete the Bartender station session
Learn howto make cocktail beveragesto AYA standardsbycompletingthissession.
After the session
Know how the Bartender station isset up at our store
Each bar isa little bitdifferent. Identifywhere,atthe bar,the followingitemsare located:flavored
syrup,shakers,glasses, ice bin,measure tools,juices, fruits,barnapkinstock,teastock,platesstocks,
beerstock,wine stock,spiritstock,cream, recipe guidelines,andproductivitytipsforourstore.
Practice making cocktails at the Bartender station
Askfor opportunitiestoworkwitha bartenderat the Bartenderstation. Practice makingall drinksto
standards. If youhave questionsaboutadrink,askyour trainer,orhead bartender. Review whatyou
will needtoknowanddemonstrate tocomplete BartenderCertification.
Check yourselfagainstthe performance Expectationsfor thissection.
Complete BartenderCertification.

Notes on the Bartender Station
Locating Supplies and Equipment:
Making adjunct mixers:
Preparing Cocktails:
Menuidentificationandmodificationof cocktails:
Presenting Drinks:
Working at the bartender station:
Creating Quality:

Completing the Bartender Station
Thoughts and Notes:
for yourfuture use.
Questions:
Capture any questionsyouhave onstandardsforthissessionhere.Whenyoumeetwithyourtrainer,
Goals:
goalsare specific,Measurable,Achievable,Reasonable,andTime sensitive.

Bartender Certification
Overview
Thistestis a tool to evaluate you(the staff) todetermineif youare capable forthe responsibilitiesof
the bartenderstation.Youwill needtoscore a minimumof 34 pointsto pass thistestand become bar
certified. Notpassingisnota blackmark; itis an opportunitytodefinethose areasthatneedsome
work. You may retake the testas soonas you and yourtrainer feel thatyouare ready.
The test consistsof twosections. The firstsection iswrittenandhas10 questions. These questions
coverbar basics andstandards. The secondsection ispractice;youwill be askedtodemonstrate the
productionof a numberof drinks. All drinksmustmeetall recipe,qualityandpresentationstandards.
You will alsobe askedtodemonstrate cleanliness,adherence tosafetystandardsandyourspeedof
service.
Speedof service willnotbe part of thistest;however,makingdrinksinaefficientmannertoensure our
customersreceive theirdrink(onaverage) within3minutesfromthe time stampedprintedslipwill be
the AYA standardsyouwill be responsibleforachieving.

Bartender Certification –Written
1. A. What isthe AYA time standardof makingcocktails?
B. What are the total ouncesof alcohol forcoupe glassdrinks?
C. What isthe volume inml forwine glasspour?
D. What isholdingshelf life foropenedredwine?
2. A. Howlongdo youshake a drink?
B. What are the signsof intoxication?
C. How muchvermouthdoyou use ina vodkaMartini?
D. Describe the processinmakinga (coupe drink) _____________________?
E. Describe the processinmakinga (rocks) _______________________?
3. A. Where doyouplace the beverage onacounterfor the staff to pickup?
4. What isthe processto make simple syrup?
5. What isthe holdingshelflifeforopenedwhite wine?
6. If there is nocustomerdemandat the bar, whatdocumentwouldyourefertofor yournext
task?
7.
8.
9.
10.
SCORE: (17 POINTS)_________________________________________

Bartender Certification – Practice
Cocktail
 Draw fourgood (tostandard) free pour1.5 oz shots(2)
 Draw fourgood (tostandard) free pour1.0 oz shots(2)
 Draw fourgood (tostandard) free pour¾ oz shot(2)
 Draw fourgood (tostandard) free pour½ oz shot(2)
 Draw twogood (tostandard) Draft Beer(2)
Drink Standards
Produce 2 drinksineach categoryas quicklyaspossible while maintainingall quality,safety,and
cleanlinessstandards.
Drinks Types S/N Comments
Coupe
Coupe
Coupe
Coupe
S = MeetsStandards, 2 Point N = Not to Standards, 0 points
Standards:
Prepare the listeddrinkstostandardswithintimelyof 3minutes.(1)
Safetystandardsmet.(1)
Cleanlinessstandardsmaintained.(1)
SCORE: (21 POINTS)_________________________________________

Floor Station
Purpose
In thissession,youwilllearnhowtokeepthe floor,restroom, andcondimentbarcleanandstocked.
Upon completingthe session,youwill be able tocreate aninvitingenvironmentfor AYA’sdiverse
customerbase.
Performance Expectation
Complywith the floorstationstandardandproductivitytipswhenhelpingcustomers.
Welcome,thank,anddirectcustomerswhileworkingatthe floorstation.
Keepthe floor,restrooms,andcondimentbarcleanandwell stocked.
Cleartable andresettable forservice standards.
Assistsfooddeployment.
Clean,stockand fill displays,whilemaintainingstandards.

Floor Station
Before the session
Pull upa seat.(Shadowservices)
More about shadowingour servers
Take a fewminutestowatchyourstore from the customers’perspective sittinginthe restaurant. How
do you customermovethrough thestore? Whatstop do they makealong theway?How are they
reacting to the condimentsbar?Howclear are the tables,chairs,and floor?
Complete the floorstationsession
Learn howto workin the floorstationbycompletingthissession.
After the session
Knowwhere acustomer’seyesgo.
See howthe store is cleanwhenyouvisitastore.
Cleanand stock merchandise display
Reviewhowmerchandise displaysinourstore.Dust,stock,and face product as yougo. How does
dusting help communicatethequalityof ourproduct?
Practice working in the floor station (lettrainer shadow you)
Askfor opportunitiestoworkinthe floorstation.Practice yourproductivitytips.Getfeedbackfromyou
trainerfor performance.
Checkyourself againstthe performanceexpectationforthissection.
Discussyourlearninganddemonstrate yournew skillswithyour manager.

Notes on the Floor Station
Service andstandards:
Stocking and cleaning the floor:

Completing the Floor Station
Thoughts and Notes:
Writingdownnotesandkeylearningisone strategyforincreasing yourretentionandcapturingnotes
for yourfuture use.
Questions:
Capture any questionsyouhave onstandardsforthissessionhere.Whenyoumeetwithyourtrainer,
Goals:
Write downany SMART goals youhave on how you will applywhatyouhave learnedonthe job. SMART

Host Station
Purpose
In thissession,youwilllearnhowtogreetcustomers,take customerstoseatingsections,lettingthe
serverknow thatcustomershave been seatedintheirsection,directtake outstoappropriate station,
and thankingthe customersfordiningwithus,whileupholdingAYA standardsatall times.
Create welcomingenvironmentforourcustomers.
Demonstrate the SimplyService standards toenhance the diningexperienceforcustomers.
Complywith hoststationstandardsandproductivitytipswhenhelpingcustomers.
Enthusiasticallywelcome customersintoourestablishment.
Keeppropercustomercountforstaff.

Host Station
Look for great customer service startsat first impression
Imaginean eventwhere you haveto meet with peoplein an unknown party,whereyou walked into the
room,howdo you feel at thatmomentof time? Rememberthefirst day in school, walking into a room
of unknown people,howdid you feelat thatmoment? Whatdo you do to create delighted customerin
yourstore?
Whatdo you do to build relationship with the customer?
Complete your pre-work
Before youstart the simplyservice sessionoreven,complete the pre-workonthe followingpage.
Complete the sessionor event
Compete the simplyservice sessionor event
Learn howto create delighted customers.
After the session
Share your thoughts and goals
Share you three keylearningfromthissessionwithyourmanager.Workwithyourmanagerto
determine asmall sale goal forthe nexttime youwork.
Learn what your customers are sayingabout your store
Reviewthe lastmonthof customercomment,snapshotinformation,andinternetblog. Locate the
customercommentcard and reviewwithyourmanagerhow andwhentohandoutcustomercomment
cards.
Check yourselfagainstthe performance expectationfor this section.

Pre-work for Host Station
Purpose
To prepare youfor yourhost position session,answerthe followingquestions:
What can you doto ensure youare readyto develop delightedcustomerastheywalkedthroughthe
door?
Thinkof your owncustomerservice experience orwhatyouhave seenotherdemonstrate. Foreachof
the followingtopics,listthe wordsorbehavioryouwoulduse toprovide anenjoyable andfulfilling
experience foryoucustomer.
Welcomingthe customer:
Rememberingregularcustomers:
Connectingwith your customer as an individual:
Establishinga relationshipwith the customer:
Enhancing theirexperience:
Beinghelpful and responsive tothe customer:
Showingyou were glad theycame in:
Making a reservation,Call AheadWaiting(CAW),and Waitlist:

Notes on Host Station
Creating the home away from home place:
Showing you were gladthey came in:
StationCleanliness:
Teamwork:
Making a reservation, Call AheadWaiting (CAW), andWaitlist:

Completing Host Station
Thoughts and Notes:
for yourfuture use.
Questions:
Capture any questionsyouhave onstandsforthissessionhere. Whenyoumeetwithyourtrainer,ask
themto helpyouanswerthese questions.
Goals:

Point of Sales (POS) Station
Purpose
In thissessionyouwill earnhowto complywith ourcash handlingpoliciesandprocedures,toring
varioustransactions,andto replenish the station.
Complywith POSstationstandardsandproductivitytipswhenprocessingatransaction.
For everytransaction,repeatthe itemsneedtobe enteredwiththe customertoensure accuracy.
Develop delighted customeratthe table by welcome,serving,andthankthem.
Mark modificationtomenuitemsonyounotepadfromcustomerrequest,incompliance with AYA
standards.
Complywith accurate cash handlingprocedures.
Complywith AYA safetyandsecuritystandards.
Accuratelyringupand processsales,refunds,voids,andmarkouts.
Use toolsandresourcesto stock,package, androtate perishablestoholdtime standards.
Accuratelyloginand outof POSstation.
Conductaccurate closeoutcounts.
Utilize yourtrainerandmanageras a tool to helpyouat the POSstations.

Point of Sales (POS) Station
Before the session
Listento your staff
Take a couple of minutestolistentoandwatch the interactionbetweenthe staff onthe POSstationand
the staff responsibleformakingthe drinks.
Howdo they communicatethecustomer’sneeds? How do they help thebartenderpreparethe drinks?
Howdo they identify additionalcustomerneeds? Why is it importantto thankthe customer?
Complete the POS station session
Learn howto take customerorders. Answercustomerquestionsandprocesstransactionsonthe POSby
completingthissession.
After the session
Practice working at the POS station
Look foropportunitiestoshare yourproduct knowledgeandtoanswercustomerquestions. Reviewthe
currentpromotionsonthe communicationsboardinyourstore and share that informationwithyour
customers. Askforfeedbackfromyourtraineron yourperformance.
If you attend the class
Askyour managerfor yourPOSpasswordand to schedule youtoworkat a POS duringa slower
customerperiod. While atthe POSpractice the skillslistedbythe trainer.
Understandthe lingofor special orders that meetscustomerneeds.
Askyour trainerto learnhow to processspecial ordersthatcustomerneeds.
Check yourselfagainstthe Performance Expectation for thissection.

Notes on the Point of Sales (POS) Station
Service and Standards:
Menuitemidentificationandmodification:
Handling Cash:
Ringing Transaction:
Basic Transaction:
Even Split Transaction:
ItemSplit Transaction:
Individual split Transaction:

Notes on the Point of Sales (POS) Station
Partial Cash and Partial Credit CardTransaction:
Combinationof evensplit, itemsplit, individual split, andpartial split
Transactions:
Employee Transaction:
Other Tender and Transaction:
Stocking:

Completing the Point of Sales (POS) Station
Thoughts and Notes:
for yourfuture use.
Questions:
Goals:

Employment Service Exam Score
Portion Possible Awarded
Bartender
Written 17 _______________
Practical 21 _______________
Total 38 _______________
Service
Written 75 _______________
Practical 25 _______________
Total 100 _______________
Ask your trainer for Feedback.
Were the drinkspreparedto AYA recipe standards?
What can be done toincrease the speedof service?
Were the beveragesto AYA qualitystandards?
If not, inwhat areasdidtheyneedto be improved?
Discusswithyourtrainerwhenyou will workatthe bartenderstationandwhowill be available foryou
to ask forhelpand to coach youto increase the qualityof the beveragesyoucanmake tostandards.
Discusswithyourtrainerwhenyouwill workatthe floorstationandwhowill be available foryoutoask
for helpandto coach youto increase the qualityof the beveragesyoucanmake to standards.

TRAININGAYA 101.2

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