MIT Part 1

Question 1

Rich Melman’s Goals

Answer 1

Not to be the biggest, but to be the best

Question 2

5 Cares

Answer 2

1. Yourself
2. Each other
3. Service
4. Food
5. Bev

Question 3

Recognition and Reassurance

Question 4

3 A’s

Answer 4

1. Acknowledge
2. Apologize
3. Act
4. Announce

Question 5

Open Door Policy

Answer 5

Employees are welcome to talk to whomever they feel comfortbale with.

Question 6

Grievance Procedure

Answer 6

1. Employees may always contact direct supervisor, this is the most direct path
2. Director of employee relations Cesar Lopez if employee wants to receive support outside of restaurant
3. Contact Chief Human Resource office John Simmons

Question 7

Motos

Answer 7

• Similar to a suggestion box
• Team can write down ideas, suggestions, questions, things they are noticing throughout shift
• Encourage team to regularly fill out
• Checking shows we care and that team has a voice
• When necessary, respond directly to who wrote it
• When appropriate, discuss motos @ pre-shift

Question 8

Avero Logbook

Answer 8

Communication tool

Question 9

Breakfast Meetings

Answer 9

• A communication tool without managers so employees can share feedback with out repercussion
• Not mandatory, but encouraged
• @ a different location than their restaurant
• One Mtg is done, HR will immediately meet with partners + managers

Question 10

Purpose of pre-shift

Answer 10

• Motivate
• Inform
• Review
  ** Make sure it is consistent. Same time everyday. Bring the energy. Stand. No side work. No phones. 15 mins

Question 11

Purpose of Review Forms

Answer 11

• Show them we care about growing them
• recognize their strengths + reassure them that they are doing a great job
• define areas of concern + plan of action to improve
• Mid year + annual
• Annual review eligible for a raise

Question 12

Platinum Rule and how it relates to DEI

Answer 12

Treat others the way THEY want to be treated. Show’s how we care and are inclusive to all backgrounds, values, and upbringings.

Question 13

Who is our insurance provider?

Answer 13

Blue cross blue shield of Illinois

Question 14

When are hourly employees eligible for insurance? Where can they find that information?

Answer 14

25 hrs a week - UKG

Question 15

MetLife

Answer 15

Supplemental plans. Must work 15 hrs per week and sign up between 30-60 days. Most common plans are dental and vision.

Question 16

Lettuce Help You Fund

Answer 16

Fund created by hourly’s for hourly employees. Must be an unforeseen catastrophic hardship. We will not pay medial bills. You do not have to be apart of it to receive fund, but if you do receive, you but be apart of it after.
- Rotating committee of 3 hourly that will determine what is the appropriate amount to give
- Employees who contribute are more likely to receive
- Min $1 per paycheck
- Must be employed for 6 months to receive

Question 17

Manager Vacation

Answer 17

May take after 6 months. start accruing on day 1

Question 18

Employee Handbook

Answer 18

Goes over our policies and procedures. Their signature identifies that they have read and received. NOT a contract

Question 19

How to respond to harassment

Answer 19

• Do not ignore. Address with employee
• Contact HR for guidance
• Kantola Training

Question 20

Union

Answer 20

We have a better way than to have a union. We are pro-employee not pro union.
- We don’t feel like our employee needs to pay to have their voice be heard.
- Why we have open door policies, reviews, and a grievance procedure.

Question 21

Rewards Program Blue

Answer 21

$1-$999 they get 1 point per $

Question 21

Ways to motivate Your Team

Answer 21

Flexible scheduling, working their shifts, communicating, helping out, something as simple as saying hello and goodbye

Question 22

Rewards Program Silver

Answer 22

$1,000 - 2,499 they get 1.25 points per $

Question 23

Rewards Program Gold

Answer 23

$2500+ 1.5 points per dollar
- Gold members get priority reservation
- Manager visit to table

Question 24

Purpose of Rewards Program

Answer 24

1. Reward Guest 2. Increase Dining Frequency

Question 25

51% / 49%

Answer 25

51%: Emotional Maturity 49% Technical Skills

Question 26

Who receives employee discount card?

Answer 26

All empoyees afer 3 months - 1-3 yrs: 20% off you + guest on food and bev - 3 yrs: 40% - 10+ yrs: 51%

Question 27

Manager Card

Answer 27

- After final passed - 51% + $100 stipen

Question 28

Partner Card

Answer 28

- 100 % of bill - Unlimited guests

Question 29

Comp vs Void

Answer 29

Comp - loss of product Void - no loss of product

Question 30

Comp Category: Benefit

Answer 30

Manager $ + Employee Discount

Question 31

Comp Category: Promo

Answer 31

Holiday bonuses

Question 32

Comp Category: FDP

Answer 32

Frequent Diner Promotion

Question 33

Comp Category: Store Comp

Answer 33

Manager meal, re-fire, extended wait

Question 34

Comp Category: Misc

Answer 34

$ off

Question 35

Run a Successful Shift

Answer 35

- Check Avero - Pre-shift notes 1 hour prior to pre-shift - Manager Checklist - People sheets - Figure 8 - Zones - Check Open Table

Question 36

Points of Writing a Schedule

Answer 36

- Properly staffed to give guest best experience - posted 2 weeks prior on UKG - Vaca requests: 4 weeks out

Question 37

Cover Manager Approval

Answer 37

- Check overtime - Properly distribute shifts - Availability: Make sure they can actually do job ex) dishwasher not doing line cook

Question 38

Seniority

Answer 38

Start date @ restaurant: effects benefits

Question 39

Seniority in Classification

Answer 39

Time spent @ actual role: effects scheduling

Question 40

Over time

Answer 40

- After 40 hours: 1.5X - Who is charged? "The smarted GM": employees must get permission by GM before doing

Question 41

Delegating Tasks

Answer 41

- Most important: Communicate - Follow Up: Make sure it happened and give positive praise - Helps employees grow and learn

Question 42

Philosophy on Making Mistakes

Answer 42

- OK as long as we are learning - Can own mistake

Question 43

Zoning

Answer 43

- Organizational Tool - Proper Place - FIFO

Question 44

Vender Relations Philosophy

Answer 44

- Quality, Pricing, + Diverse - Share same commitment to quality + sanitation - Representation of us - Future/ current guests of ours

Question 45

Invoice Flow Chart

Answer 45

1. Purchase order + print 2. Check for quality visually 3. Discrepancies -> circle 4. Sign off. Put in invoice mailbox 5. OM code + put in office suite 6. Check copy 7. Sent to vendor

Question 46

End of Month Inventory

Answer 46

- ALL food - Shelf to sheet: count of shelf then write on sheet

Question 47

Emergency Phone List Located

Answer 47

Back office

Question 48

Basic Storage Procedure

Answer 48

- FIFO - High risk @ bottom, low risk @ top - Put away ASAP - Zoned - Locking liquor - 6" off floor + walls

Question 49

DEI Pillars

Answer 49

1. Employee Education 2. Candidate Engagement 3. Guest Engagement 4. Community Engagement 5. Vender Engagement

Question 50

Rewards Program $$ per points

Answer 50

10$ for 150 points

Question 51

DEI Pillar: Employee Education

Answer 51

Offers networking, learning + development

Question 52

DEI Pillar: Candidate Engagement

Answer 52

Inclusive, equitable hiring + onboarding

Question 53

DEI Pillar: Guest Engagement

Answer 53

Inclusive marketing principles to attract + sustain diners from a variety of demographics

Question 54

DEI Pillar: Community Engagement

Answer 54

Lettuce Leaders to lend expertise to non-profits + entrepreneurs

Question 55

DEI Pillar: Vendor Engagement

Answer 55

Increase business practices with minorities, women, and disadvantaged enterprises

Question 56

Ethics Compliance Hotline

Answer 56

- Helps foster integrity + ethical behavior in the workplace - anything that employees have witnessed that does not comply with lettuce procedures - EX) harassment, financial wrong doing, time clock violations, health code infractions - Each restaurant needs a say something poster

Question 57

Acknowledge

Answer 57

- Always acknowledge when there is a potential issue/ mistake - Use validating phrases such as "I understand how you are feeling" - Acknowledging gives a human element so they feel heard + understood

Question 58

Apologize

Answer 58

- The simple act of an apology is often what the person is looking for - It is important to be sincere + genuine - Empathize with the guest or person on your team

Question 59

Act

Answer 59

- Act rather than make excuses - Concentrate on being helpful by listening, being sympathetic, and doing what you can to solve problems - Get to them as quickly as possible