View our Orientation Hospitality training material

1. SESSION 1 OF 3

2. Learning Objectives
At the end of this session you will be able to:
• List the 2 equal parts that make our Brand whole
• Recite our Purpose
• Explain what Logo means at MOOYAH
• List our 4 Brand Characteristics
• Describe each letter in our acronym BLAST

3. Nails:
• Polishednails are permittedproviding that they are well manicured and do not violate local or state health
code requirements.
• Falsefingernailsare not allowedwhile working.
Nametags:
• If you are issued a nametag,you must wear it at all times while on duty.
• Name tags must comply with the MOOYAH standard of white labeltape with red lettering.
• You must only use your first name andlast initial.
Other:
• Tattoos should be minimalor not visible. If visible, tattoos should be non-profaneand non-inflammatory
images.A sleeve must be worn if profanity or inflammatoryimagesare visible to the eye.
• Pins, buttons and scarves, other than those distributed by MOOYAH, may not be worn.
• Managementreserves the right to use their discretion for what is permitted.
Picture perfect presentation:
Team Members
67
The highest standards of hygiene and grooming must be maintained
at all times.
Manager
Team Member
Black non-slip shoes
Red cap or visor
Dark jeans
Black belt
Approvedshirt
MOOYAH nametag

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8. It isinevitablethattherewill be instances
when a Guest doesn’tlove something
about theirexperience. DON’T PANIC.
You are able (in 95% ofsituations)to
correct the issue yourself! It maybe simple
asthe table thatthe Guest issittingat
hasn’tbeen completelycleaned..simple!
Apologizeand clean theable, thanking
themforpointingit out. Somesituations
maybe more elevated.Let’s practice,
rememberingBLAST!
Believe
Regardless of the truth of whatthe Guest is saying,immediatelymakethe decision to believe
it–100%of the time.
Listen
Focus solely on whatthe Guest is telling you. Give them 100%of your attention,maintain
eye contact andnod,letting themsee thatyou are listening.
Apologize
Saying“I’msorry”often goes a long wayIn makingthe Guest feel thatyou genuinelycare.
Don’t get defensive;it isn’t personal!They justneed to beheard!
Solve
Correct whatever the issue is, even if it simply meansmakingthe Guest feelbetter aboutit,
so they leavethe conversation letting you know they will beback.
Thank
A sincere“thankyou”soothes a lot of ruffledfeelings–lettingthe Guest know we appreciatethem.
Orientation Hospitality Manual

9. At the end of this session you will be able to:
• List the 2 equal parts that make our Brand whole
• Recite our Purpose
• Explain what Logo means at MOOYAH
• List our 4 Brand Characteristics
• Describe each letter in our acronym BLAST
Learning Objectives

10. SESSION 2 OF 3

11. At the end of this session you will be able to:
• Describe the 4WOW Moments, specifically:
1. Where they occur
2. The feeling we want every Guest to feel there
3. TheTime Standards defined for each
4. The Accuracy Standards in each
• Explain why getting Guests to download our App makes
them feel cared for
• Describe for each, Certified Angus, Idaho Potatoes, and our
real ice cream represent top quality ingredients
Learning Objectives

12. WOW MOMENTS
Experiencing Kindness through WOW Moments
WOW Moment #1
• Where standard-entering the restaurant
• Feeling standard-feelwelcomed
• Time standard-less than 5 minutes
• Accuracy standard-100%checklist completed
WOW Moment #2
• Where standard-ordering atthe pos
• Feeling standard-feelcared for
• Time standard-2 minutesmax
• Accuracy standard-ringingit in and
tablenumbers
Wow Moment #3
• Where standard-diningroom
• Feeling standard-feeltreated
• Time standard-7 minuteticket times- delivery
to table 30seconds
• Accuracy- buildingit, selling it, delivering it
WOW Moment #4
• Where standard-leavingrestaurant
• Feeling standard-invited back
• Time standard-ordered to
delivered in less than10 minutes
• Accuracy- invite backanduse their name
Orientation Hospitality Manual

13. Rewards App Focus
• Rewards app user New Guest Return Rate is 199% higher
• Rewards app fans visit 15% more frequently!
• Increasing rewards app users increases traffic!
Scripting & Specs
Guest Specialist
App Standard
• Ask EVERY Guest if they have loyalty points
toredeem today!
“Thatwill12.89, areyouredeemingloyaltypointstoday?”
-Yes
“Great,scanrighthere,weappreciateyourloyalty!”
- No
“Oh, wellhereistheappinformation(handingtheappcard).
Please,beforeyouleavetoday,downloadit&startearning
points.You’llevengetfreefriesonyournextvisit!Thankyou
forjoining,wetakegreatcareofour loyaltyGuests!”
5-Star Google Rating Focus
• WHY:The more 5 star ratings your locationgets on Google
helps your location show up in the topsearch results for
“burgers near me”,“food near me”,“best burgers”, etc.
• This has proven todrive new Guests toMOOYAH &helps
push the competition lower on the search results.
5-Star Rating
Dining Room
Standard
• Take a signed 5-starflyer with all food
deliveries.
• After delivering the food to the Guest by
name, hand them the flyer.
“MynameisKelly,ifyoureceivea5starexperiencetoday,pleasegotoGoogleand
giveus areview.Wehavecontestsandtheteamreallylovestherecognitionand
appreciationwhenwe’vedoneagreatjob!” ------OR------
“Ifthereisanythingyouneed,I’mSarah,andI’mhappytodowhateverittakesto
giveyoua5 starexperience.Reviewshelpus growsoifyouhaveagreatexperience
pleaseletusknow withaGooglereview.”
Rewards App & 5-Star Service

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18. SESSION 3 OF 3

19. At the end of this session you will be able to:
• Describe 3 important steps in the hand washing process
• Explain 3 key take-aways from the knife handling
procedures
• Explain pan sizes for the items we use in the restaurant
Learning Objectives

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22. Cutgloves must beworn on non-dominanthand.
Aglove must be worn underneathandover the cut glove.
Cut gloves must be worn when handling knives and sharp equipment.
USE
Sanitizer
WITH
Soft Towel
USE
Hot Water & Soap
WITH
Soft bristle brush
USE
Hot Water & Soap
WITH
Soft Towel
NO HARSH CHEMICALS
Special Instructions for Fry Baskets, Baking Pans, & Sil-pan liners.
Orientation Hospitality Manual

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25. At the end of this session you will be able to:
• Describe 3 important steps in the hand washing process
• Explain 3 key take-aways from the knife handling
procedures
• Explain pan sizes for the items we use in the restaurant
Learning Objectives