Menu Knowledge: Participant Worksheet

1. A guest can order ____________________ or herb parmesan on the Bottomless Popcorn.

2. The two fries the appetizer menu are _______________________ & _______________________.

3. The most expensive item on the appetizer menu is the ______________________________ for $10.00.

4. Which of the following is an Alamo Drafthouse salad?

A. Garden Salad

B. Chicken Salad

C. Chopped

D. Potato Salad

5. The protein options for burgers are beef, _________________, grilled chicken & _______________.

6. The Kalamata Olive _____________________ comes with mayo.

7. The pesto burger is the ___________________________________.

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8. Which of the following is an Alamo Drafthouse pizza?

A. Pepperoni and Ham

B. Hawaiian

C. The Omnivore

D. Taco

Notes

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Activity #1

Guest Scenario Worksheet

Choose two food items that fit each scenario

1. Sarah is a vegetarian. She would like a pizza for her main course, but she would also like to order an appetizer for her and her two friends Ashley and Rylee. Sarah’s friends prefer a dip for their appetizer.

What pizza and appetizer would you order for Sarah and her friends?

Appetizer _________________________

Pizza ___________________________

2. Mark has heard really good things about Alamo’s burgers, but he doesn’t like mayo. He would also like to order a salad to bring home for lunch tomorrow, but Mark is picky and only wants a salad with vinaigrette.

What burger and salad would you recommend Mark to order?

Burger ________________________

Salad _________________________

3. Cameron and Abbie are celebrating their 1st year wedding anniversary at the Drafthouse. Cameron prefers mayo on his burgers, and Abbie wants to order a pizza that comes with meat.

What burger and pizza would you order for Cameron and Abbie?

Burger ________________________

Pizza _________________________

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4. Brian and his girl friend Brooke are going to the Alamo for the first time and are very excited to try out the menu. He is picky when it comes to lettuce and will only order a salad if it comes with mixed greens. Brooke has been telling her friends all week that Alamo has pizzas that come with pecorino romano, which is her favorite cheese.

What salad and pizza would you recommend Brian and Brooke order for dinner?

Salad __________________________

Pizza __________________________

5. Adam and Colleen are having a date night at the Drafthouse for her birthday. Adam prefers a salad with romaine lettuce. Colleen is not very hungry and would like to order an item off the appetizer menu. She would prefer something she could easily share with Adam such as a salsa or dip. Colleen would rather stay away from chips as much as possible.

What would you order for Adam and Colleen?

Salad ___________________________

Appetizer _______________________

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Activity #2

Appetizer Menu Group #1

Goat Cheese & Roasted Red Pepper Dip

Charred Tomato Salsa

Loaded Fries

Hot or Really Hot Wings

Bottomless Popcorn

Fried Dill Pickles

Baked Pretzel

French Fries

Hatch Green Chile Queso Blanco

Spinach Artichoke & Feta Dip

Roasted Garlic Hummus Dip

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Activity #2

Burger Menu Group #2

Avocado & Pesto

Kalamata Olive Tapenade

Spicy Blue Cheese

Royale With Cheese

Hatch Green Chile

Prosciutto & Goat Cheese

Mushroom & White Cheddar

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Activity #2

Pizza Menu Group #3

Carnivore

Tomato & Basil Pesto

Pepperoni

Roasted Red Pepper & Feta

Mushroom & Caramelized Onion

Brussels Sprouts, Smoked Bacon & Goat Cheese

The Omnivore

Prosciutto & Spinach

Grilled Asparagus & Goat Cheese

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Activity #2

Salad Menu Group #4

Greek

Mexican

Caesar

Beets & Oranges

Chopped

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10 tips to learn your menu

1. Take a copy of the menu and rewrite it. Even though this may seem repetitive, rewriting can be a good way to learn and memorize.

2. Have another trainee quiz you. Let the person ask you questions about the food items, and what comes on each one for practice. If another trainee is not available for quizzing, ask a friend!

3. Take a photocopy of the menu. This way you can highlight, write, and make notes for yourself about what you know, and what you need to work on.

4. Make sure to read the entire menu, and not just the names. Read what comes on each food item, and what cost extra.

5. Put items into categories and memorize a category at a time. Don’t overwhelm yourself with too much information in a short amount of time.

6. Use the Law of Frequency by incorporating the plus one technique. After one item is mastered, add another. Be comfortable with one food item before moving onto the next.

7. Apply the Law of Effect by studying your menu in a pleasant environment. Use your living room and a comfy couch to your advantage. Avoid studying your menu in a loud and chaotic environment. Minimal distractions are key!

8. Remember to take breaks. Memorizing a menu can take time, but it is important to allow yourself down time.

9. Incorporate the Law of Association to your menu items. Associate your new menu items with items you already know.

10. Try different items on the menu whenever you can. It is beneficial to know what the menu items taste like before serving them to your guest.

Parts adapted from:

Beebe, S., Mottet, T., & Roach, D. (2004). Training and development: Communication for success (2nd ed). Upper Saddle River, NJ: Pearson.

Tricks to learning your menu. (2013, August 27). The waitress confessions. Retrieved November 10, 2014 from http://thewaitressconfessions.wordpress.com/2013/08/27/tricks-to-learning-your-menu/

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Objective 1: Trainees will be able to exhibit confidence in Alamo Drafthouse- Kalamazoo’s menu by correctly identifying 80% of the menu items from the following categories: burgers, salads, pizzas, and appetizers.

1) What appetizer comes with pita bread?

A. Hatch Green Chile Queso Blanco B. Goat Cheese & Roasted Red Pepper Dip C. Hot or Really Hot Wings

2) List the names of three of the five salad styles.

1. 2. 3.

3) What is the featured pizza?

A. Pepperoni B. Roasted Red Pepper & Feta C. Grilled Asparagus & Goat Cheese

4) Which appetizer is bottomless?

A. French Fries B. Loaded Fries C. Popcorn

5) What is the featured burger?

A. The Royale with Cheese B. The Hatch Green Chile C. The Avocado & Pesto

6) What appetizer has cheddar, smoked bacon, sriracha, sour cream, scallions, and cilantro?

A. Nachos B. Loaded Fries C. Regular Fries

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7) What can a guest order for $1 to add with their popcorn?

A. Melted Butter B. Herb Parmesan C. Garlic Butter

8) Which burger comes with dijon mustard?

A. Kalamata Olive Tapenade B. Avocado & Pesto C. Mushroom & White Cheedar

9) What are Tofu, Steak, and Grilled chicken options for?

A. Burgers B. Salads C. Pizzas

10) List three items that come on the Mexican salad.

1. 2. 3.

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POS System: Participant Worksheet

Overview & Functions of a POS system

For a server, the four functions of Aloha are:

• T:

• O:

• O:

• M:

Aloha at Alamo

“Aloha Alley” is located across from theater ___.

Aloha and the Ordering Sequence

Complete the suggested order sequence:

Beverages Appetizers ______________ Desserts

Pop Quiz - Please write the proper ticket numbers for the following locations:

Row 9, Theater 1, Seat 15 __________

Theater 7, Seat 4, Row 2 __________

Seat 22, Row 7, Theater 2 __________

Row 1, Seat 8, Theater 3 __________

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Pivot Seating - What is it?

When using pivot seating, “the anchor” is considered to be the person sitting farthest to the __________ in the group.

After you’ve placed your “anchor,” you move to the __________ when taking orders for the rest of the group.

When using the pivot seating system, drinks for seats 1 and 2 should be ordered ____________ drinks for seats 3, 4, 5, etc.

“Cashing” tables out

The five steps to “cashing” out a table are:

1.

2.

3.

4.

5.

__________ assume a tip when a table pays with cash!

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Objective 2: Each trainee will display efficiency on the point of sale system through completion of: a relay-style activity in groups of four in three minutes or less; and, with 80% accuracy, an individual quiz pertaining to the pivot seating system and the general functions of the POS system.

TO BE COMPLETED BY THE TRAINEE:

1) Please list the five steps in “cashing out” a table (5 points): -----

The following order was taking by another server:

Table 1408 S3: Diet Coke S6: Glass of Merlot S1: Iced Coffee, Mozzarella Sticks S2: Water, Mexican Salad with Chicken

S6: Roasted Red Pepper and Feta Dip S4: Vanilla Shake, Pepperoni Pizza S3: Popcorn, Chicken Royale S5: Whiskey Sour, Loaded Fries

2) Using pivot seating and the proper order sequence, please write out how you would place this table’s order — they are all on one check: (13 points)

Items ordered first: Items ordered second: Items ordered third:

3) The previous table’s bill totals $90.10, and they give you $110.00. What change do you give them? Why? (2 points)

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TO BE COMPLETED BY TRAINER: (in accordance with group activity)

For the trainer: please answer these observational questions honestly and to the best of your ability. If the group does not have the activity completed in three minutes, please stop their work.

Each group member has randomly chosen plastic bag containing a pre-written, hypothetical guest order. One bag at a time, and as a team, they must decide the order in which items should be placed based on the seat number allocated to each item, and where they fall in the proper order sequence.

Did the group complete the activity in under three minutes? ____ Yes ____ No

Was each group member participating equally? ____ Yes ____ No

Please complete the following section while the team is completing the activity:

Drink orders would be placed before food:

Always Sometimes Never

Appetizers (fries, popcorn, dips, etc.) would be ordered before entrees (sandwiches, pizzas, etc.):

Always Sometimes Never

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Guest Service: Participant Worksheet

Participants, as you follow along please fill in the blanks accordingly. There is white space provided at the bottom of the third page, if you are interested in additional note taking.

Objective:

Background and Culture Mission Statement:

The franchise was developed by Tim League and his wife in ______. ______ other locations spanning the country, including: 10 in Texas, one in Colorado, and five across the Midwest.

No , No policy

A

L

A

M

O

Frequently Asked Questions (FAQ)

Is popcorn available without salt? • Guests are not able to order popcorn without salt.

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What is the cost of admission?

• $______ for all first-run shows after 6pm and $12.25 for all 3D shows after 6 pm • Special programming ticket prices do vary, so check the individual show listing for

details.

• All shows before ___ pm, except on holidays, are matinee price of $7.25, matinee 3D tickets are $10.25.

• A discount is offered for ___________ tickets for all college students with a valid ID, $6.75.

Are you able to change your ticket/seat?

Guests may change their seat/ticket. However, in order to do so, the guest must return to the concierge and exchange it.

Do you validate parking?

We do validate parking for guests, but guests must take their parking ticket and movie stub to concierge to do so.

What is your age policy?

• No one under the age of ____ can see a movie without a parent or legal guardian present.

• Tuesday mornings are ________ days (mothers may bring young children to shows).

• Kids camp movies are ________ morning in the summer, but less frequently in the school year.

What are the Special Events?

• •

•

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Greeting a Guest

•

•

•

•

Nonverbal Communication

• • • •

•

Steps of Handling a Dissatisfied Customer

1.

2.

3. Rectify the Problem

4. Thank the Guest

5. Correct the Situation

Notes

Parts adapted from: www.drafthouse.com/kalamazoo

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Objective 3: Trainees will be able to explain the culture of the company, provide answers to frequently asked questions, and list the five steps necessary to successfully handle an upset guest by completing a quiz covering those topics with 80% accuracy.

Please answer the following questions accordingly. Each question is worth 1 point.

1) Explain in detail the culture of the Alamo Drafthouse Cinema?

2) True or False: The Alamo Drafthouse - Kalamazoo validates parking for a guest.

A. True

B. False

3) List the five steps needed in order to successfully leave a positive lasting impression on a dissatisfied customer.

1.

2.

3.

4.

5.

4) True or False: Popcorn is available without salt.

A. True

B. False

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5) Which of the following is a specialty event?

A. Geeks Who Drink trivia night

B. Feasts

C. Quote-A-Longs/Sing-A-Longs

D. All of the above

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Flow of Service: Participant Worksheet

Fill in the flow of service steps as trainer displays them on PowerPoint

Step 1: Greet/ Take Drink Orders ➢ What does this mean?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Step 2: Order Drinks with Aloha ➢ What does this mean?

________________________________________________________________________________________________________________________________________________________________________________________________________________________

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Step 3: Run Drinks/ Take Orders for Food ➢ What does this mean?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Step 4: Order Food with Aloha ➢ What does this mean?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Step 5: Run Food/ Look for Additional Orders

➢ What does this mean? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Step 6: Order Additional Requests with Aloha ➢ What does this mean?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Step 7: Run Additional Orders for your Theater ➢ What does this mean?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Step 8: Run Orders for Other Theaters ➢ What does this mean?

____________________________________________________________________________________________________________________________________________________________ ______________________________________________________________________________

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Objective 4: Trainees will demonstrate a clear understanding of the Alamo’s flow of service through the successful (90%) completion of an assessment covering the Flow of Service model and building floor plan.

1). Write in the steps of the Flow of Service Circle as presented in the presentation (9 points).

2) True or False: You should always greet all of your tables before ordering drinks, even when a large number of guests come at once. (1 point)

A. True B. False

3) Where are Theaters 1-5 situated in correlation to the main lobby (facing toward the theater area)? (1 point)

A. Right B. Directly across from C. Left

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Overall Assessment 1) The skills learned during training are relevant to my job:

Strongly Disagree Agree Undecided Agree Strongly Agree

1 2 3 4 5

2) The activities presented were representative of realistic situations:

Strongly Disagree Agree Undecided Agree Strongly Agree

1 2 3 4 5

3) I am confident that this training program will be beneficial for new hires:

Strongly Disagree Agree Undecided Agree Strongly Agree

1 2 3 4 5

4) The trainers were:

Prepared 1 2 3 4 5 Unprepared

Vague 1 2 3 4 5 Clear

Helpful 1 2 3 4 5 Unhelpful

Enthusiastic 1 2 3 4 5 Dull

5) What can we do to improve this training program?

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