Employee Handbook...This Employee Handbook supersedes and replaces all previous policies and procedures including, but not limited to, all memoranda or written policies which may have

DISCLAIMER

The Wild Wing Empl oyee Handbook is not contract, e xpress or i mplied, nor does it guar antee empl oyment for any spe cific length o f time. Although we hope our employ ment relationshi p will be long term, either the Company or you can end the relationship at any time, with or without notice, with or without reason, to the e xtent allowed by law."

This Empl oyee Handbook super sedes and replace s all previous policies and proce dures including, but not limited to, all me moranda or written policies whi ch may have been issued on the subjects covered in this handbook.

EMPLOYEE HANDBOOK

January 2017

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CONTENTS

Contents ........................................................................................................................................................ 2

1 General Information ............................................................................................................................. 3

2 Overview ............................................................................................................................................... 4

2.1 Mission Statement ........................................................................................................................ 4

2.2 Philosophy ..................................................................................................................................... 4

2.3 Wild Wing History ......................................................................................................................... 4

3 Conduct & Behavior .............................................................................................................................. 4

3.1 Respect .......................................................................................................................................... 4

3.2 The Magic Phrases ........................................................................................................................ 4

4 Uniform & Hygiene ............................................................................................................................... 5

4.1 Uniform Standards ........................................................................................................................ 5

4.2 Hygiene ......................................................................................................................................... 6

5 Staff Policies & Procedures for Success ................................................................................................ 6

5.1 The Big Three ................................................................................................................................ 6

5.2 On-Duty ......................................................................................................................................... 6

5.3 Off Duty Employee Policies & Procedures .................................................................................... 8

5.4 Restaurant Policies & Procedures ................................................................................................. 8

5.5 Security ......................................................................................................................................... 8

5.6 Conflict Management ................................................................................................................... 9

5.7 Sexual Harassment ........................................................................................................................ 9

5.8 Inappropriate Behavior ................................................................................................................. 9

6 Labour ................................................................................................................................................. 10

6.1 Pay ............................................................................................................................................... 10

6.2 Promotions .................................................................................................................................. 10

6.3 Time Off And Availability ............................................................................................................ 10

6.4 Calling In Sick ............................................................................................................................... 10

6.5 Terminating Your Employment ................................................................................................... 10

7 Disciplinary actions & Termination ..................................................................................................... 11

7.1 Disciplinary Action ...................................................................................................................... 11

7.2 Warnings & Termination ............................................................................................................. 11

8 Employee Acknowledgement ............................................................................................................. 12


1 GENERAL INFORMATION

Official Wild Wing Location Name & Number

Address

Telephone Number

Corporate Social Media

Website www.wildwingrestaurants.com

Twitter goaheadgetwild

Facebook www.facebook.com/WildWingRestaurants/

Store Social Media

Facebook

Twitter

Instagram

Important Numbers

Emergency 911

Non-Emergency Police

Hours of Operations

Monday Friday Tuesday Saturday

Wednesday Sunday Thursday CLOSED Christmas Day

Kitchen will remain open for orders until closing.

Guests are permitted to stay one hour after closing. (Alcoholic beverages must be removed 45

minutes after last call)


2 OVERVIEW

2.1 MISSION STATEMENT Wild Wing strives to be “Best in Class” every day for every Guest. Cold drinks, delicious food and

101 wings flavors served with pride by our friendly, energetic staff make Wild Wing the restaurant of

choice by our Guests.

2.2 PHILOSOPHY Home away from home. Wild Wing is different from other restaurants. We take pride in our

locally owned and operated franchises. We strive to provide a fun, family- friendly atmosphere, a place

where everyone feels at home. We treat it like our home, so it feels like home.

2.3 WILD WING HISTORY Wild Wing first opened in Sunderland on March 17, 1999. It quickly became clear chicken wings

and beer were the hottest items. Rick Smiciklas, the original owner and operator worked tirelessly and

soon there were more than 101 locations across Canada. In early 2015, Clark McKeown purchased the

franchise. In November 2015, a new “Best in Class” menu, featuring tasty flatbreads and innovative

burgers was released. In 2016, Wild Wing’s first corporately owned store/training store, The Center of

Excellence, opened in King City to provide support and training to all of our locations as they continue to

grow and develop. We are also planning to open new locations.

Wild Wing franchisees are hardworking, dedicated individuals who work diligently to deliver our

Guests the “Best in Class” food and service. We are proud to have you join our team and work with us as

we strive every day to achieve success.

3 CONDUCT & BEHAVIOR

3.1 RESPECT Wild Wing can sometimes get, well, wild. As a server, you represent the entire franchise to our

guests. You are also the direct line of communication between the guest and the kitchen. Some days can

be extremely stressful and you have to maintain your composure. Everyone makes mistakes: Guests will

tell you that they didn’t order the breaded wings, when they did, the kitchen will miss your order and

you will forget to punch something it. It happens. Create an atmosphere of respect. Be respectful

toward others, do everything in a respectful manner, have the respect of others. Treat everyone that

you encounter, from the delivery man to the CEO in the same way.

3.2 THE MAGIC PHRASES Restaurants are consistently ranked as one of the most stressful places to work, right up there with

firefighters, pilots and soldiers. Every single position is important and has value. ‘Please’, ‘thank you’ and

‘I apologize’ are three magic phrases that can transform a stressful situation into a pleasant one. Thank


you hostess for cleaning your table, say please to a server when asking for help and when you mess up

an order (and you will, mistakes happen), say I apologize to a Guest and your kitchen staff when you

make a mistake and need something 2 minutes ago!

4 UNIFORM & HYGIENE

Your personal presentation is important. You must have the proper, clean uniform for your shift. If

you do not, you will be required to purchase one. If staff shows up without their uniform, they will be

required to purchase a new one. If your uniform is not clean, you will be required to purchase a new

one.

4.1 UNIFORM STANDARDS It is important that you follow uniform standards 100% of the time. Your uniform shows you are

part of a united Wild Wing team. It is a symbol to customers you take your position seriously. Every day

when you come to work, you should take pride in your appearance and uniform. Never overlook the

value of a clean and polished appearance. Your manager has the final approval on all uniform elements.

If you are unsure if your uniform conforms to Wild Wing Standards, please consult your manager.

4.1.1 Server Uniform

1) Converse Shoes, any color, high top or regular (Similar looking shoes acceptable)

2) Dark blue jeans (NO RIPS)

3) Black Belt (Optional)

4) Women’s Lace Front Black Tee or Men’s V-Neck 101 Tee

5) Server Apron

6) Hair is neat and brushed. Men are clean shaven and well groomed

4.1.2 Bar Uniform (Women)


2) All black yoga pants (thick fabric, no pilling, no colored waistband)

3) Women’s’ Referee 101 Shirt

4) Hair is neat and brushed.

4.1.3 Bar Uniform (Men)


2) Dark blue jeans (NO RIPS)

3) Black Belt

4) Men’s V-Neck 101 Tee

5) Hair is neat and brushed. Clean shaven.

4.1.4 Kitchen Uniform (Men and Women)

1) Non-Slip shoes

2) Black Kitchen Pants

3) Wild Wing Kitchen T-Shirt

4) Wild Wing Kitchen Hat


4.2 HYGIENE Consistent bathing and oral hygiene

Clean and manicured nails

No heavily-scented perfumes, colognes or lotions

Clean, well-groomed hair; including beards, moustaches, goatees and sideburns

5 STAFF POLICIES & PROCEDURES FOR SUCCESS

Policies and procedures are in place for the benefit of everyone and should be followed 100% of

the time by 100% of our staff. If you have questions why any procedure is in place, ask and we will be

happy discuss it with you. Contact information for your store should be filled in the front of this manual.

5.1 THE BIG THREE 1. ABSOLUTELY NO CELL PHONES WHILE ON DUTY.

Guests are always watching. We understand that connecting with your friends and family is

important, however, we ask that you wait until your break or the end of your shift.

2. TIME TO LEAN, TIME TO CLEAN.

There is always tasks that need to get done. Look around and see what you can be doing; wipe

down menus, organize glassware, get re-fills for another server. Make the most of every minute you are

at work and be proud what you have accomplished at the end of every shift.

3. FOLLOW HEALTH AND SAFETY POLICIES 100% OF THE TIME

The health and safety of our staff and guests is paramount to our business. Health and safety

policies must be followed by all staff, 100% of the time. This includes simple procedures such as

handwashing, to more complex ones, such as food storage. Should you ever feel you are unable to

follow Health and Safety Policies, immediately contact your manager or owner immediately. Never

compromise or make guesses when it comes to health and safety. If you feel food or drink has been

contaminated, DO NOT SERVE IT.

5.2 ON-DUTY

5.2.1 All Staff

1. Arrive 10-15 minutes prior to your shift

2. Sign in and out of the POS.

3. No gum.

4. Wash your hands at least every 30 minutes.

5. Use the staff washrooms.

6. A complete cleaning is necessary each night at closing.

7. Eating or drinking must be done discretely and if in dining room, you must cover your uniform

and sit in designated area.


8. Staff members who are not on duty should not be in any operational areas unless checking

schedules or if they have been requested to be there by management.

5.2.2 FOH

1. Have a float of at least $50 plus 3 pens and paper or note pad.

2. Quality check all food you deliver. If it’s cold, or not prepared to spec, politely ask the kitchen to

make it right.

3. You are responsible for collecting receipts/cash payments from a Guests and providing accurate

balanced cash outs.

4. Get a name and phone number for all take-out orders and reservations.

5. Follow Smart Serve guidelines and new employees must have a copy of their Smart Serve

certificate within 30 days of starting.

6. Servers are responsible to ensure the public washrooms are checked and tidied every hour and

are required to initial the bathroom check sheets once it has been completed.

5.2.3 BOH

1. You must complete any and all health and safety courses required by law, at your own expense.

2. Hair must be covered at all time with a hat or a hairnet.

3. Eating or taking home any food without paying for it is theft.

4. Hot food must be served hot and cold food must be served cold.

5.2.4 Staff Discounts

Staff are entitled to a 50% discount before, during and after their shift. This applies only to food

items.

5.2.5 Breaks

Staff is entitled to a half hour break for every five hours of work. Due to the nature of the

restaurant industry, breaks cannot be a set time. Please check with management before you take your

break. This break is not paid. Breaks must be authorized by a manager/supervisor, and your supervisor

must be aware of your whereabouts during break times. Breaks are to be taken one person at a time,

whether it is to eat or smoke. Smoke breaks should not be taken when it is busy and when there are

chits still on the board. Staff is only permitted to smoke in designated areas. No staff is to smoke in front

of the restaurant where it is visible to Guests at any time.

5.2.6 End of Shift & Leaving Early

Staff is not to leave until approved by management, supervisor or card holder. If there is no

management in store, they are to verify via phone call or text. Be prepared to work past your scheduled

time in the event that is it busy or you have not completed your scheduled duties. There must always be

at least two staff members on duty at closing. Under no circumstance should a staff member be left by

themselves.

Cash-outs are to be done out-of-sight of Guests and then secured in the office or other designated

place.


5.3 OFF DUTY EMPLOYEE POLICIES & PROCEDURES

5.3.1 Promotions/Fundraising/Event Participation

Staff is expected to participate fully in all promotional and fundraising activities.

5.3.2 Staff Meetings & Feedback

You are encouraged to provide constructive feedback regarding any Wild Wing issues to

management whenever possible. Staff must attend mandatory staff meetings, and will be paid for

attending. Staff must participate in on-site or off site promotional activities from time to time when

scheduled to do so, and they will be paid for their participation.

5.4 RESTAURANT POLICIES & PROCEDURES

5.4.1 Tip Pool

Store by store policy. Every successful shift is the result of a hard-working team. The tipping

system rewards the servers. We take pride in the work of all of our employees and therefore some

operators have a tip pool system. At our corporate location, Kitchen tip pool is 2%, bar is 0.5% and host

tip pool is 0.5%

5.4.2 Reservations

Store by store policy. At the corporate location, reservations are accepted at any time.

5.4.3 Walk-Out Procedure

Store by store policy.

5.4.4 Mistakes, Discounts & Comps

Mistakes will happen. In the event of an error, inform the owner or manager. If necessary,

apologize to a Guests. Do not place blame on anyone or anything. Honesty is the best policy, but

ultimately, the Guest just wants their food, not a long story about why they don’t have their food.

Management will determine how best to compensate the Guest.

We understand that mistakes do happen, however, if mistakes are frequent and no effort is made

to improve or prevent mistakes, this could be grounds for loss of shifts or termination. If you think you

need more training or clarification, reach out to your manager, owner or a senior staff.

Trust between employees and management is crucial to a successful restaurant, never under any

circumstance should you be voiding items that have been prepared. You should never lie to your

manager or to Guest.

All receipts must be kept and the reason must be written on the back and submitted with your

cash-out, or put in to the Void/Comp file. Food that has been made incorrectly and comped, should be

thrown away.

5.5 SECURITY Your security is paramount to us. The following procedures are in place to protect you and other staff.

No one is to leave the restaurant by the back door at the end of a shift.


Only Bartenders or Authorized staff are to be behind the bar

Make sure all bolts are secured and doors are locked at both the back and front doors before

setting the alarm.

At least two staff members should verify that the doors have been secured as described and the

alarm is set.

Only authorized staff, trades people, or delivery persons are permitted in the kitchen and staff

areas.

For your own safety, we request that you do not bring items of value to work. The company

does not accept responsibility for lost or stolen items.

5.6 CONFLICT MANAGEMENT If a staff member has any issues with another staff member or policies and procedures they

should first discuss the matter with their manager as soon as possible. If they have a concern about their

manager they should discuss it with the owner. Staff should not let issues fester and create a negative

atmosphere among the other staff. Staff should know that the managers and owner have an open door

policy to discuss matters without fear of reprisals.

5.7 SEXUAL HARASSMENT Wild Wing restaurants is committed to providing all of our employees with a harassment free

work environment. Any situation that makes you feel uncomfortable in any way, please speak with your

manager or supervisor. The company will take the necessary steps to ensure that any situation is

addressed and resolved.

ANY EMPLOYEE GUILTY OF SEXUAL HARASSMENT WILL BE DISCIPLINED ACCORDINGLY, UP TO AND

INCLUDING TERMINATION.

Abusive language, insubordination, derogatory comments, sexual harassment, or threats,

directed at another staff member or Guest

Derogatory comments posted about staff or the establishment on any social media site

(Facebook, Twitter, etc.) will also not be tolerated

Failure to abide by the rules of the employee letter of confidentiality and code of ethics

Theft of any kind

Not charging Guests for food or alcohol will not be tolerated

Consuming alcohol or drugs during your shift will result in immediate termination.

5.8 INAPPROPRIATE BEHAVIOR All behavior deemed inappropriate by management can be grounds for termination. This includes

intimidations, aggression, drug or alcohol use, racism, sexism, harassment etc.

Any unruly or drunken behavior while dining by off-duty staff will not be tolerated and may result in

disciplinary action to and including termination.

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6 LABOUR

6.1 PAY Wild Wing is committed to paying employees fairly and on time. Always punch in and out of the

system to ensure your hours are accurate. Keep your pay stubs and check them against your check. If

you find a discrepancy, alert management immediately.

You will be paid every two weeks, on Friday.

6.2 PROMOTIONS Wild Wing values committed, loyal and hard-working staff. If you are interested in pursuing a

career with Wild Wing, alert your manager. They will be able to inform you of the opportunities

available. Promotions are not guaranteed and are awarded based on merit. If you would like a

promotion, arrange a meeting with your manager to determine how you can fulfill the qualifications and

to talk about expectations.

6.3 TIME OFF AND AVAILABILITY You are hired based on the availability that you supplied. If this changes, it voids the contract in

which you were hired and could result in dismissal if it conflicts with the needs of the business.

REQUESTS FOR TIME OFF SHOULD BE GIVEN TO MANAGEMENT AT LEAST TWO WEEKS IN ADVANCE.

FOUR WEEKS’ NOTICE SHOULD BE GIVEN FOR LONGER REQUESTS SUCH AS VACATIONS EVEN IF EXACT

DATES ARE NOT KNOWN.

Efforts will be made to accommodate your requests however they are not guaranteed. Please

do not book transportation, tickets, etc., without confirming with management that the time-off will be

granted. Requesting time-off from usual availability should not be abused. Excessive requests for time

off may result in reduction of hours.

6.4 CALLING IN SICK Provide as much notice as possible if you will miss a shift due to illness. Under some

circumstances, you may be asked to provide evidence to prove your illness. Hangovers are not an

acceptable excuse for absences or poor performance.

6.5 TERMINATING YOUR EMPLOYMENT In the event you decide to leave Wild Wing, please give management at least two weeks’ notice.

You should provide a letter to your employer stating your last day of employment. This letter should be

given to management in person.


7 DISCIPLINARY ACTIONS & TERMINATION

7.1 DISCIPLINARY ACTION In the event that staff negligence results in loss of product, lost sales or additional expenses, the

staff person(s) will be disciplined. Such negligence includes but is not limited to:

Not properly refrigerating food at the end of the night resulting in spoilage

Handling equipment in a rough manner

Losing cash or receipts

Providing guests with the wrong bill

Leaving safe open or money unsecured

Carelessness on a food order

Negligence that jeopardizes the safety and security of the establishment may result in disciplinary

action, up to and including termination.

Such negligence includes, but not limited to:

Leaving the premises unsecured at night

Water running

Leaving fryers or heat lamps on

Not turning the dish/glass washer off after removing drain plug

Staff will be responsible for any false alarm charges in the event that the store is left unsecured

at night.

Following opening and closing procedures.

7.2 WARNINGS & TERMINATION Failure to abide by any of the policies and procedures will result in a verbal warning for any first

offense. A second failure will result in a written warning that will be kept on file. Three written warnings

on file may result in immediate dismissal or loss of shifts.

The following behaviors may result in immediate dismissal.


8 EMPLOYEE ACKNOWLEDGEMENT

Please sign the top and bottom portions. The top portion is for you and the bottom portion is for

your employee file.

I understand it is my responsibility to read and follow the policies and procedures set forth in this

manual. The Wild Wing Employee Handbook is not contract, express or implied, nor does it guarantee

employment for any specific length of time. Although we hope our employment relationship will be long

term, either the Company or you can end the relationship at any time, with or without notice, with or

without reason, to the extent allowed by law."

This Employee Handbook supersedes and replaces all previous policies and procedures including,

but not limited to, all memoranda or written policies which may have been issued on the subjects

covered in this handbook.

The policies included in this handbook are guidelines only and are subject to change as the

Company deems appropriate and necessary. From time to time you may receive notice of new or

modified policies, procedures, benefits, or programs.

Signature of Employee

Date

I understand it is my responsibility to read and follow the policies and procedures set forth in this

manual. The Wild Wing Employee Handbook is not contract, express or implied, nor does it guarantee

employment for any specific length of time. Although we hope our employment relationship will be long

term, either the Company or you can end the relationship at any time, with or without notice, with or

without reason, to the extent allowed by law."

This Employee Handbook supersedes and replaces all previous policies and procedures including,

but not limited to, all memoranda or written policies which may have been issued on the subjects

covered in this handbook.

The policies included in this handbook are guidelines only and are subject to change as the

Company deems appropriate and necessary. From time to time you may receive notice of new or

modified policies, procedures, benefits, or programs.

Signature of Employee

Date

Documents

Employee Handbook...This Employee Handbook supersedes and replaces all previous policies and procedures including, but not limited to, all memoranda or written policies which may have