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BUSINESS PLAN
Mission Statement
Fusion has created a vision of perfection centered around quality foods, dedication to
customer service & our professional team.
Executive Summary
Entrepreneurs have a tendency to formulate business plans to leave the impression of
perfection, highlighting strengths and camouflaging any risks. We, at Fusion, have
analyzed the market and financial commitment needed for the success of our restaurant.
Fusion’s intent is to have a comprehensive business, marketing and financial plan that
not only outlines the means to obtain capital investment, but will explain our plan to give
back to the community and also guide the business through any challenges we will face.
Fusion brings together people and dining, catered by our team of passionate leaders. We
provide quality service and fine dining at an affordable price while meeting each
individuals personal needs to create ‘Raving Fans’.
Concept
“Many cultures, many cuisines, one kickass burger”
Thanks to quick service chains like McDonald’s and Burger King, people today believe
that eating healthy just requires avoiding burgers like the ‘Quarter Pounder’ or the
‘Whopper’. These negative connotations of burgers have damaged the perception of what
a burger actually is.
A healthy burger, can you believe that!? At its core, Fusion is a new, trendy campus
burger joint. But our concept goes beyond just that. Not only do we serve the classic
burger, but we offer an array of ‘burger’ choices including turkey, tuna, veggie and more
to please just about everyone. Our menu is dominated of the highest grade of products
including meats, fish, poultry, produce, and local bread, beer and wine. Fusion exceeds in
all ways to please our campus community as well as returning some proceeds back to our
off campus community. We will donate 20% of each customer check to Food Bank for
NYC, a charitable organization. To complete our concept, Fusion strives to meet our
customers’ desire for a quality meal by providing excellence in customer service. Fusion
understands that our customers’ priorities are to eat well, concentrate on their health and
at the same time demonstrate social conscience.
Our concept was derived from analytical market research prepared by our marketing
team who surveyed Pace University students, researched industry statistics and local
eateries. Our market research found our target customer wants a healthy meal at a fair
price. According to the National Restaurant Association, 76% of Americans want to eat
healthier than ever before, 70% of people are more likely to go to a restaurant that sells
locally produced food and 52% of Americans want to go to restaurants that support
charity organizations and the local community. Fusion’s concept to strive for the
wellness of our customers and environment will attract the trendy, socially, health
conscience ‘in’ crowd of Pace University.
Goals and Objectives
Occupancy. Fill all 44 seats within the first 30 minutes of opening. Have a 2 ½
table turnover within 5 hours of operation.
Sales. $2,500 on opening night and exceeding $3,000 on the second.
Food for Survival. After sales goals have been met, Fusion will donate 20% of
each customer check to Food Bank for NYC.
Employee retention and development programs will be a main focus and part
of the success platform for our business. Through our team building and
development programs we will be able to draw experienced professionals and
build a committed work force.
Provide what they want. Not only provide consistency to our customers, but
also make sure our team has complied with all business practices.
Cost control. This will be an integrated function of the restaurant from the
beginning. We will review our sales, costs and gross profits with our investors.
20% of our total sales will be donated to the Food Bank for NYC, the net profit split
among our investors. We project food costs to be 39% and labor 30% giving us a
profit margin of 31%.
Promoting. Start promotions March 23, 2009 through campus ‘hype’.
Philosophy
Quality service, because a satisfied customer just isn’t enough. We offer the
highest quality products and service to our customers. We maintain consistency
throughout our entire operation. This creates customer loyalty and satisfaction. Our
philosophy allows us to keep respectable relationships with our business partners,
customers and employees. Fusion puts our customers first and encourages feedback
through surveys and firsthand experience from our clients to help keep our standards
high.
Our TEAM. Fusion will encourage our team of employees to demonstrate
receptiveness and flexibility in serving our customers while assisting in solving problems.
We have assembled a strong management team who have achieved many years of
experience and knowledge in the industry. Each team member is highly qualified and
brings great experience to Fusion. Our three general managers; Britney Ziegler, Gabriel
Smith and Richard DiBenedetto maintain a high skill level and work together with
Fusion’s on-floor team of well trained, highly motivated and driven future restaurateurs.
Each team member carries different strengths in areas from interpersonal, strategic and
organizational skills to our artistic design team who has transformed our restaurant into
an outstanding, trendy environment. Our team will be trained personally to provide our
customers with quality service.
We constantly evaluate our business practices to insure the friendliest environment and
improved employee and customer satisfaction. Communication cooperation and
productivity among our team are focused on at every business level. Fusion’s team is
responsible for timely, consistent and superior customer service, which will maintain our
growth in the competitive hospitality industry. While following this philosophy, our
motivated work team will always seek efficient means of communication, problem solving
and provide the highest quality of customer service.
Marketing Overview
Fusion, like all other service providers are unable to reach out to every potential market.
Luckily, this allows us to perfect our products for our target market. Fusion’s primary
market is Pace University students between the ages of 19 and 23. Our secondary focus is
Pace University faculty and staff. Our market consider themselves New York City chic,
socially and health conscious. These young students are in the “know”, sporting every
new gadget, while dining and partying at the trendy, new spot.
Fusion is the new spot providing high quality, affordable, health conscious meals. After
surveying our potential market, 95.89% of students are willing to pay a little more money
for a higher quality meal. This is where we are able to gain our customers by offering
high quality foods without being pricy. Aside from our trendy décor and hip atmosphere,
our burgers are of the highest quality, Black Angus meat, chicken, turkey and fish such as
Ahi tuna. We also provide local products distinguishing us from our competition.
Our market size is substantial. There is an average of 1,300 students living in residence,
either connected to or walking distance from Fusion. During operation hours of Fusion,
there are about 1,000 students enrolled in evening classes for the spring semester. During
the week of March 23, 2009 our promotions team will begin the ‘Fusion Hype’. We are
eager to get attention of people wondering, “What is Fusion?” We will introduce our logo
to all students through banners and flyers. Since our market is divided among two
groups, commuters and residents, we will specifically rely on word-of-mouth, facebook
and myspace groups, pace.edu/nyc/fusion, flyers and banners. On our website, we will
provide information about our establishment and a Survey Monkey for customers who
have dined at Fusion to allow us to alter our business for the following week. We will
appeal mainly to our community of students and reach out to their friends by the second
week.
Attached: Appendix 1, Marketing Plan.
Industry and Downtown Competitors
On a typical day in America in 2009, more than 130 million individuals are foodservice
patrons. The food service industry is highly competitive and it is dangerous to step into
without having an insight into what it takes to get the upper hand. Fusion has the
upper hand!! We are the first of our type to offer sit-down dining to students and
faculty, serving high quality food and alcoholic beverages. We are very aware of the
industries exposure to positive and negative word of mouth. Information both good and
bad is readily available through blogs, twitter, myspace, facebook or any online source.
This contact and information can bring a restaurant down with one mistake or increase
sales in amazing proportions.
With the current economic crisis, the public is thrifty. People are now less willing to
spend money outside of the home especially where they perceive the dining to be less
than special or unreasonably priced. According to National Restaurant Association, 68%
of adults say their favorite restaurants provide flavors and taste sensations which cannot
be easily duplicated in their home. We can accommodate these diners by bringing
together tastes that are unique while not empting their wallet.
In our downtown Manhattan area we face three major competitors. Although there are
about 8 restaurants within walking distance from Fusion, the top three are considered.
Major strengths Fusion has over these restaurants is that there is an ease of accessibility
to our potential market, quality sit down service that exceed customers’ expectations,
acceptance of Pace One card, serving of beer and wine and catering to a customer’s social
conscious .
Obstacle Management
Vendors: We have
and will continue to develop a close relationship, confirm orders placed, check
orders upon delivery, be sure charges are correct, and confirm delivery dates.
Culinary: Confirm
opening date, confirm skill level and understand their experience to prepare in a
fast paced environment, food tasting before opening date, be sure food practices
are adhered to correctly; prepping is done according to health code laws and
proper caution is being taken when handling raw foods.
Food costs: Purchase
food with locked in prices when available, be aware of market price fluctuations
due to outside factors such as cost of gas and delivery.
Human Resources
General and Assistant Manager
Fusion’s general manager and assistant manager run the show. It is ultimately
their responsibility for all functions of our restaurant, from opening to closing.
They may be required to act in any position to fill in for last minute absences.
Host
Our host will greet and seat all customers’ upon arrival. The host must be friendly
and courteous. They must also be trained or experienced enough to be able to
handle rushes and waiting lines. Our host must be organized and comfortable
with multi-tasking.
Server
Our servers will be our customers’ attendants from the time of their first drink
order until the time they are puzzling how much of a tip they should leave. The
servers will take all meal orders, recommend wine and beer, and always seem to
have a habit of asking you how everything is when your mouth is full of food. Our
server will be knowledgeable of the type of food we serve, as well as have a basic
familiarity with the wine and beer we offer.
Runner
Fusion’s runners’ main responsibility is to clear tables of used glassware and
dishes. They will be responsible for maintaining the cleanliness of the front of the
house and give a hand to our servers by bringing meals to the tables.
Bartender
Our bartender serves alcoholic beverages to our patrons. They serve as the public
image of our bar as well as reflecting the atmosphere of Fusion. In addition to
their core responsibility of beverage serving they take payments from customers
and maintain the bar inventory.
Cashier
Our cashier is in charge of the register. This would include cash, credit card and
Pace One card transactions, as well as balancing the register at the end of the shift.
The cashier may assist the servers with various tasks, must be competent with our
computerized register system and have good cash handling skills. They must have
experience in retail sales, be professional, polite, and reliable.
Promoters
The promoter’s responsibilities include posting and handing out flyers, spreading
information about Fusion to students. Essentially the promoters are responsible
for communicating Fusion's name and panache to students and faculty.
Design Team
The Design team is responsible for independently developing concepts within the
strategic direction and concept of Fusion. They prepare and review artwork in
compliance with design standards and project timelines. They must support the
design director in the creation of designs during the exploration phase of new
concept development. They must develop designs for specific strategic initiatives.
They must be self-motivated but also able to follow orders, be proactive and be
team players. They will also be responsible for putting up all décor and removing
the décor after Fusion has closed.
Attached: Appendix 2, Fusion Organizational Chart.
Attached: Appendix 3, Fusion Training Manual.
Competencies and Strengths
Fusion provides unique
flavors on an affordable, one of a kind, comfortable menu. We offer the highest
quality of food and present our brand in a distinctly different way than any other
downtown restaurant introducing a new experience to the Pace campus.
Our charitable goal will
induce the socially conscience to support us.
Ease of accessibility to
Pace students and faculty.
First on campus to
provide table and alcoholic beverage service.
Acceptance of Pace
One card.
Fusion’s design and
layout is precisely thought out by our technical design team, to provide a
comfortable, sophisticated, trendy atmosphere.
Through extensive
market research our marketing team has analyzed our target market and allowed
Fusion to understand who our consumers are and what they want.
Fusion’s team is
comprised of dedicated and ambitious leaders who strive to excel in customer
service. Each member has a drive to succeed. They will be utilizing past
experience and knowledge, fusing all ideas together to bring outstanding customer
service, quality dishes and a special dining experience.
Products and Services
Fusion focuses on providing a hand crafted burger, prepared to order. We provide the
highest grade meat, poultry and fish. Our dishes are prepared by culinary chefs and
skilled sous chefs. No dish leaves the kitchen without skilled professional preparation
and presentation.
Fusion’s menu was designed by our entire team but specifically put together by our
executive of productions and head chef. We have thought out every area of the menu by
choosing star dishes, plow horses and puzzles. Cost was factored into each item.
Fusion Starters:
Hot Spinach and
Artichoke Dip, served with warm tortilla chips and salsa.
Mac-N-Cheese, 5.5
ounces of cappelletti pasta in a creamy blend of four cheeses, topped with
breadcrumbs and caramelized onions.
Chicken Quesadilla,
stuffed with chicken, cheese, salsa and guacamole served in a flour tortilla.
Empanadas, pastry
turnovers stuffed with beef and served with sour cream and salsa.
Fusion Burgers:
Classic Fusion, 8
ounces of fresh ground black angus beef, topped with lettuce, tomato, onion and
diced pickles with ketchup on a bun.
Turkey Burger, 6
ounces of freshly seasoned ground turkey with mayo, lettuce, tomatoes, onions
and swiss cheese on a bun.
Tuna Burger, 6 ounces
of fresh ahi tuna served with lettuce, tomato, roasted tomato remoulade sauce on
an herb fococcia bread.
Buffalo Blue Burger,
pulled rotisserie chicken breast drenched in hot sauce with blue cheese and crispy
bacon on a sour dough bun.
Everything Burger, two
8 ounce double cheddar cheese beef burgers topped with lettuce, tomatoes and
french fries on a bun. Served with a side of slaw.
Veggie Burger, a
delicious and healthy medley of grains and vegetables dressed with avocado, feta
cheese and a yogurt sauce on a whole wheat bun.
Falafel Burger, falafel
patty with hummus, tahini, tzatziki and a greek tomato sauce in a pita.
Meatball Burger, 8
ounces ground beef meatballs topped with caramelized onions and sundried
tomato pesto on a semolina bun.
Cheese steak Burger,
sliced prime rib, sautéed peppers and onions with swiss and american cheese on a
hero.
Chicken Burger,
marinated chicken breast topped with sautéed mushrooms, lettuce, tomato and
swiss cheese served on a whole wheat bun.
Dippers:
All Fusion Burgers are served with a side of fries and choice of two dippers. We have a
large array of dipping choices so that each member of the party can order different flavors
and share among the table.
Roasted garlic mayo
Pesto mayo
Spicy ranch
Chipotle ketchup
Cheddar cheese
Honey barbeque
Honey mustard
Fusion Salads:
Our salads are made to order in either full or half size.
Coconut Shrimp,
lightly flaked coconut shrimp fried and served over baby spinach with a spicy
mango chutney sauce.
Spring, mescaline
lettuce, hearts of palm, corn, avocado with a light balsamic vinaigrette.
Mixed Garden Greens,
grilled asparagus, fresh beets, candied pecans over goat cheese with raspberry
vinaigrette.
Fusion Caesar, romaine
lettuce, reggiano cheese and rustic croutons served with caesar dressing. Chicken
may be added as an extra.
Finishers:
Our desserts are hand crafted by our chefs.
Shooters, 3 double shot
glasses stuffed with brownie sundae, apple pie a la mode and chocolate mousse.
Our customers are welcome to mix and match depending on their preference.
Cheesecake on a stick,
coated in chocolate, served with raspberry and chocolate dipping sauces.
Fruit Salad, cantaloupe,
honey dew, red grapes, strawberries and pineapples served over strawberry sorbet.
Beverages:
Non-Alcoholic
Pepsi, Diet Pepsi
Sierra Mist
Iced Tea
Lemonade
Club Soda
Alcoholic
Heineken
Corona
Budweiser, Bud Light
Assortment of locally
brewed beers
Assortment of local red
and white wines
Attached: Appendix 4, Fusion Menu.
Appendix 1
Marketing Plan
Situation Analysis
After analytical consumer research was conducted, we found that our primary target
market for Fusion is Pace University students between the ages of 19 and 23. Our
secondary target market is Pace University faculty and staff. Currently, there is an
average of about 1,300 students living in the Pace dormitories and about 6,500 commuter
students. Among these students the vast majority express distaste for the food served at
both Pace cafeterias, Café 101 and The Spotlight Café. Of the students surveyed, 31.51% of
students say they rarely eat at either cafeteria and about 26% said they often eat at the
cafeterias. The use of the cafeterias can be attributed to their ability to use the Pace One
meal cards as well as the convenience of the location.
Currently a demand for a quality food service provider exists within the university. 56.6%
of students surveyed stated that quality is most important when selecting a restaurant
and 95.89% of students said they would be willing to pay a little more money for a higher
quality meal. These statistics demonstrate the importance of quality food at Fusion.
Our potential market size is substantial. As previously mentioned, there is an average of
1,300 students living in Pace dormitories. Approximately 900 of those students live
within a 4 block distance from Fusion. 1,000 students are enrolled in Thursday night
evening classes for the spring 2009 semester.
Competitive Research
With the introduction of Fusion, there will be potential to gain a large portion of our
target market through marketing strategies. In the downtown area there are a number of
restaurants which are our main competitors. Most of these restaurants close before
Fusion. There are about 8 restaurants that do close later and three that close earlier
within a 5 block radius of Pace University and its downtown residence halls. Aside from
the Pace cafeteria’s, no other competitors accept Pace One cards. The lack of high end,
affordable, modern restaurants in the Pace University area, opens up the potential for
high sales, based on Fusion providing these otherwise missing attributes. There is no
other location on campus that offers sit down service and alcoholic beverages to student
and or staff. Our biggest competitors in the area are Café 101, Zaitzeff, and Exchange
Sports Bar & Grill.
Café 101 is conveniently located inside Pace University, accepts Pace One cards for
purchase of all products in the cafeteria and is open until midnight Monday thru
Thursday. Though Café 101 offers a wider variety of products, Fusion surpasses Café 101 in
quality and service. Unlike Café 101, Fusion offers sit-down service and both beer and
wine to students of the proper age.
As for Zaitzeff, it closes at 10pm Monday thru Friday and the average meal is priced about
the same as Fusion’s meals. Zaitzeff burgers are made with quality sirloin and kobe beef.
As for Fusion, we use the highest quality beef, black angus. But Zaitzeff lacks variety,
burgers are only available with lettuce, tomato and onion. Zaitzeff menu offers turkey
and veggie burgers as well as salads and sandwiches for customers opting against burgers.
Fusion offers a wide array of ‘burgers’ and offers a variety of topping for each.
Exchange Sports Bar & Grill is open late seven days a week, has a wide variety of food,
serves beer, wine and liquor but customers must be 21 to enter after 10pm. Exchange
offers a variety of foods, such as bar foods to daily special entrees. Prices are reasonable
in comparison to neighboring bar and grilles. Exchange also offers a wide variety of
alcoholic beverages. Their hours of operation continue later than Fusion but after 10pm
their customers must be over the age of 21.
SWOT
Strengths
Ease of accessibility to Pace students looking for a restaurant.
Quality of food that exceeds customer’s expectations.
Acceptance of Pace One meal plan cards to purchase meals.
Only dining facility to offer beer and wine inside the University.
Weaknesses
Negative connotation of “school food”.
Difficulty of non-Pace students to enter the building because of security
precautions.
Opportunities
The negative reputation of Fusion’s closest competitor (the Pace cafeteria).
The number of outside restaurants that close before Fusion’s operating hours.
New promotional campaign for non-Pace students.
Threats
Poor economic conditions.
Negative publicity through word of mouth.
Competition mimicking Fusion’s modern burger concept.
Positioning
Fusion will provide Pace University students with high quality products at an affordable
price. A meal at Fusion will be a new, trendy and a modern experience. Our modern
burgers will be creative and intriguing. Fusion will be a place where students can come to
unwind and relax at a convenient location. For faculty, Fusion will be a quick, affordable
place to eat after a long day.
Competitive advantage
There are many factors that separate Fusion from its competitors. Fusion will not only be
the sole table service restaurant on campus but we will be the only provider of alcohol
beverages. Our high quality dishes and creativity will give our customers a one of a kind
dining experience.
Marketing Mix Strategies
Price
Food and beverages at Fusion will be priced affordably. Upon analyzing the
survey’s distributed at Pace, it was determined that our target spends an average of
$15-$20 when they eat at a restaurant. But they were also willing to pay a little
more money for a higher quality meal. At fusion, we will focus on using quality
ingredients for all our menu items, priced sensibly. Our prices are based on actual
product costs plus a 31% profit margin.
Product
Our main focus at Fusion is our specialty burgers. Our burgers will be made with
high quality ingredients and presented in a different way. The creativity involved
in preparing these burgers will attract the target market to visit Fusion. Our
preparation and cooking area will be visible from the ‘street’ for customers to
watch their meals being cooked while they wait to be seated. This will be an
additional attraction to our customers. We will also make sure our burgers fit the
needs of various lifestyles by providing tastes from many cultures. There will be
vegetarian and healthy choices as well as a variety of appetizers and salads.
Promotion
During the week of March 23rd, a “Fusion Coming Soon” banner will be posted
outside Fusion. Our company logo will be on the banner but there will be no
other description about what Fusion is. This will be done in order to intrigue
students who pass by Fusion.
By the 30th of March, we will post flyers similar to the “Coming Soon” banner all
around the Pace campus. We will also have an article printed in the Pace
University newspaper, The Pace Press, around the second week of April. The
article will write about the “mysterious” banners and flyers posted around campus.
This will generate hype among Pace students and word-of-mouth will create more
potential Fusion customers.
Our target will be divided into two groups: residents and commuters. To reach
residents, we will distribute flyers at 4 of the 5 dormitories: Maria’s Tower, Fulton
Hall, John St., and the St.George. For commuter students we will focus on posting
and distributing flyers daily in the student union and Café 101 as these are the
places commuter students spend their time in between classes.
To attract all students and faculty, we will also post flyers throughout the hallways.
We will begin to inform potential customers about what Fusion is beginning the
third week of April. Our advertisements will let students and faculty know Pace
One cards are accepted and that alcoholic beverages will be available for sale.
On the Tuesday and Wednesday before opening day, our promotions team will
personally hand out flyers to students and inform them about Fusion’s opening
date. The promoters will also be present on both Thursdays, focusing on
distributing flyers on the 3rd and 6th floors (where the majority of Thursday
evening classes are held).
Throughout the entire Fusion project, our dedicated staff will inform friends and
family about Fusion. A system will be set up with Pace security to ease the guest
sign-in policy. Facebook and myspace groups will also be used to advertise
Fusion. A Fusion event will be posted inviting all Pace University students who
have a Facebook account.
Above is our official logo. This logo will be used in every form of promotion and
advertising used in the Fusion campaign. Our goal is to imprint this image on to
the minds of potential cutomers and to have this image be associated with creative
quality food.
Place
Fusion will be located on the first floor of Pace University where the faculty dining
room is currently located. There is heavy foot traffic in this area as it is one of two
hallways by which students and faculty can access the first floor.
Appendix 2
Appendix 3
Training Manual
Host Functions & Responsibilities
As the host of Fusion, you must make the guest feel welcome. You should provide a
cheerful greeting and make each and every guest feel “special”. As the host you are a
salesperson with the answers to all questions. Your energy level and enthusiasm must
remain high at all times.
As the host you are the first person our customers see, so greet the customer with a smile.
The customer’s first impression of Fusion is you. All incoming guests must receive a
friendly, sincere greeting. You are also the last person the guest will come in contact
with. Be sure to thank them for coming and invite them to return the following week.
Provide the guest with a good last impression of Fusion.
You set the mood for the guest. The smiles you put on people’s faces through your
contact with them makes a difference.
General Host Information
Greet guests upon arrival and bid your guests a farewell.
If possible, open the front door for guests upon arrival and departure.
Someone should always be at the front door. If you must leave for a minute, have
someone cover for you.
Consistently check the ladies and men’s room to ensure they are clean.
Keep Host stand clean.
No cell phones on the restaurant floor.
Your appearance and attitude is important. Customers are always watching, so do
not look disorganized or upset. If you have problems ask for assistance from the
Manager.
Always address the customer first. If you are completing a seating transaction, let
the customer know you will be right with them.
The Greeting
Your greeting is the guest’s first impression of Fusion. Remember, neither you, nor
Fusion get a second chance to make a good first impression.
Greet guest, within 30 seconds upon their entry to Fusion: i.e. “I’ll be right with
you” or “Welcome to Fusion”.
Do not use the host stand as a shield to stand behind.
Stand up front; do not make the guest approach you. You must make the first
move in welcoming your news guests.
Make every guest feel wanted and appreciated.
Do not use the same greeting every time.
Your greeting should be comfortable to you.
Do not let the friends you make take up too much of your time.
Waiting List
Waits are difficult to determine. So how do you determine what the wait time is? This
answer is not easy; therefore always ask a Manager. The wait for tables of two and four
are different than for large parties. You must “sell” the wait as opposed to “challenging”
the guest.
Example:
Wrong: “Four for dinner? There is a twenty-minute wait!”
Translation: “It’s up to you if you want to stay.”
Correct: “Welcome to Fusion. How are you this evening? How many are in your party?
May I please have your name? There is a short twenty-minute wait, but if you would like
to have a seat, I’ll come get you when your table is ready.”
Translation: “I know you do not like waiting, but I will do everything I can to make the
wait as short as possible. I am happy you are here!”
When you are ready to seat a customer, use the guest’s name: i.e., Mr. Agnelli, your table
is ready!” or “Enjoy your dinner Mr. Agnelli”. When seating a guest, inform them of our
daily specials, and make suggestions of what to try.
Some things you must write down when a customer makes a table reservation are:
Customer name
Number in party
Time checked in
Time quoted
Description (what they are wearing, L= Lady, M= Man)
Estimated waits are increased by five minute intervals. Waits should be updated
continuously. Take into consideration the number of names on the wait list and the
times seated on the floor plan.
Seating & Rotation
At the beginning of your shift, you will receive a floor plan showing the service stations.
Seat two-tops with parties of two, before using four-tops. Seat four-tops at tables, and
parties of five or more by putting tables together. Try to rotate from one station to the
next whenever possible: i.e., station one, then two etc. Try not to double seat a station.
Be sure to post the time seated on that table on your floor plan.
Personal Appearance
Your image reflects Fusion’s image. You must make an impression on all of our guests.
You are expected to handle our guests’ needs and must reflect cleanliness and
wholesomeness at all times.
Arrive neat and clean.
Do not wear scented lotion on hands.
A smile is part of the dress code.
At no time will employees chew gum or eat while in the public area of Fusion.
Have at least two pens.
Bidding Farewell
You as a host are the guest’s first and last impression of Fusion. Just as you welcomed the
guest into Fusion, your farewell should leave the guest feeling good and wanting to
return.
Make sure their experience was pleasurable.
Thank them for their patronage.
Invite them back for another visit
Make sure their lasting impression was a positive one.
Smile.
Server Functions & Responsibilities
As a server, it is important that you maintain an energetic, friendly and caring attitude at
all times. You must make each guest feel special and ensure that they enjoy our
atmosphere and great food.
General server Information
When taking an order, always look the customer directly in the eyes, and stand
erect. Do not lean or write on the table. Do not crouch down on your knees.
Know what the daily specials are and what they cost.
Know your managers.
Avoid long conversations at any particular table.
Clear your mind of everything but Fusion. Guests can tell when their server is not
totally present.
Ask for assistance if you fall behind.
Don’t ever stand around or lean on anything. If you have downtime, help out by
cleaning, wiping tables and taking items into the kitchen.
Enter the kitchen to the right. Do not run.
Pace yourself. Do not take all your tables orders at once.
Do not hide from your customers.
If you are having a problem with another employee, go to the manager.
Serving the Food
Never handle a glass by the rim with your hand over the drinking surface.
Never handle silverware with your hand over the eating surface.
When handling plates or food, never let your hand touch the eating surface or the
food.
Always be sure that food is secure when leaving the kitchen. Do not attempt to
carry too much. Safe trips are better that a catastrophic one.
If an order is delayed, first inform the manager, and then inform the customer.
The manager will go to the table and explain the situation. Your stories must be
consistent. Do not hide from your customers.
Take out complete orders. If an entire order is ready except for a side order, have
someone follow you in a few seconds with the side order. Don’t let the entrees get
cold because of a side order. Everything goes out hot.
If one customer asks for something, make sure to ask if anyone else at the table
would like that item as well.
When reaching across someone or serving in front of someone, always excuse
yourself.
Always keep your fingers and thumb off the plates you serve.
Serve food from customer’s left.
Serve beverages from customer’s right.
Clear everything from customer’s right.
Serve women and children first, then men.
Whenever you serve a course, ask if there is anything else you can do for the table.
Ask if customers need a refill if you see their glass is getting low.
Bring condiments before they are needed.
The Guest
Never underestimate the importance of a guest.
A guest is not dependent on us, we are dependent on them.
A guest is part of our business.
A guest is deserving of the most courteous and attentive treatment we can give
him.
Quality Control
Hot food: check to make sure your food is hot. If it is not hot do not take it out.
Do not argue with the cook. Tell the manager.
Clean plates: always check plates, mugs and silverware before presenting them to
the customer.
When bringing out drinks: be certain the glass is clean and filled to the proper
level.
Cold food: make sure cold foods are going out cold, not warm or cool, but cold.
Check back within two bites to make sure everything is perfect. Do not say “Is
everything ok?” Put a spin on it. Be specific and sincere.
If the customer is not satisfied or there is something wrong at the table; apologize,
remove the items and get the manager. Management will ensure that the problem
is fixed and the customer is 100% satisfied.
Personal Appearance
Your image is Fusion’s image. You must make an impression on all of our guests. You are
expected to handle our guests’ needs and must reflect cleanliness and wholesomeness at
all times
Arrive neat and clean.
Do not wear scented lotion on hands.
A smile is part of the dress code.
At no time will employees chew gum or eat while in the public area of Fusion.
Have at least two pens.
Farewell
Make sure the guest’s experience was pleasurable.
Thank them for their patronage.
Invite them back for another visit
Make sure their lasting impression was a positive one.
Smile.
Runners Functions & Responsibilities
General Bus person Information
Clear dishes, glasses and silverware from the table after the diners leave.
Wipe down the table, and reset it for the next diners.
Fold cloth napkins and lay tablecloths.
Ask for assistance if you fall behind.
Scrape the dishes, separate the silverware, stack the dishes and take them in a
tub or cart to the dishwashing area.
Don’t ever stand around or lean on anything.
Enter the kitchen to the right. Do not run.
Do not hide from your customers.
If you are having a problem with another employee, go to the manager.
At the end of the day vacuum or mop the dining room.
Serving the Food
Bring glasses of water to newly seated guests
Never handle a glass by the rim with your hand over the drinking surface.
Never handle silverware with your hand over the eating surface.
When handling plates or food, never let your hand touch the eating surface or the
food.
If one customer asks for something, make sure to ask if anyone else at the table
would like that item as well.
When reaching across someone or serving in front of someone, always excuse
yourself.
Serve food from your customers left. Serve beverages from the customer’s right.
Clear everything from customer’s right.
Serve women and children first, then men.
Ask if customers need a refill if you see their glass is getting low.
Bring condiments before they are needed.
Personal Appearance
Your image is Fusion’s image. You must make an impression on all of our guests. You are
expected to handle our guests’ needs and must reflect cleanliness and wholesomeness at
all times.
Arrive neat and clean.
Do not wear scented lotion on hands.
A smile is part of the dress code.
At no time will employees chew gum or eat while in the public area of Fusion.
Service Excellence
Our customers will greatly appreciate it.
Look at me.
Smile at me.
Talk to me.
Listen to me.
Thank me.
Appendix 4
Starters
Hot Spinach and Artichoke Dip 9.95
warm tortilla chips and salsa
Mac ‘N’ Cheese 7.95
cappelletti pasta in a creamy blend of 4 cheeses topped with bread crumbs and
caramelized onions
Chicken Quesadillas 8.95
flour tortillas stuffed with cheese, chicken, sour cream and guacamole
Empanadas 6.95
turnovers of beef served with sour cream and salsa
Signature Burgers
Classic Fusion 14.00
8 oz. black angus beef with lettuce, tomato, onion, pickles, ketchup with your choice of cheese
Turkey 8.00
6 oz. fresh ground turkey seasoned with a fresh array of herbs topped with mayo, lettuce,
tomatoes, onion, and swiss cheese
Tuna Burger 14.00
6 oz. fresh ahi tuna served with lettuce, tomato, and roasted tomato remoulade sauce on an herb
fococcia bun
Buffalo Blue 9.00
pulled rotisserie chicken breast drenched in hot buffalo sauce with blue cheese, crispy bacon on a
sour dough bun
Everything Burger 9.00
double cheddar cheese burger topped with lettuce, tomato, bacon, and fries served with a side of
slaw
Veggie 8.00
a delicious and healthy medley of grains and vegetables dressed with sliced avocado, feta and
yogurt sauce on a whole wheat bun
Falafel 8.00
falafel patty with hummus, tahini, tzatziki, and greek tomato sauce in a toasted pita
Meatball 10.00
8 oz. lean ground beef meatballs topped with caramelized onions mixed in a sundried tomato
pesto sauce on a semolina bun
Cheese steak 14.00
sliced prime rib, sautéed peppers and onions, with swiss and american cheese on a hero roll
Chicken 9.00
marinated chicken breast fillet with melted Swiss cheese, sautéed mushrooms, lettuce, tomato
served on a whole wheat bun
All Burgers are served with Fusion fries and a choice of 2 dippers or a house salad
Dippers
Roasted garlic mayo
Pesto mayo
Spicy ranch
Chipotle ketchup
Cheddar cheese
Honey Barbeque
Honey Mustard
Extra Dippers .50
Side of fries 4.00
Salads
Half 7.00 Full 13.00
Coconut shrimp
shrimp with lightly flaked coconut, fried and served over baby spinach with spicy mango
chutney
Spring Salad
mescaline lettuce, hearts of palm, corn, avocado with a light balsamic vinaigrette
Mixed Garden Greens
grilled asparagus, fresh beets, candied pecans over goat cheese with a raspberry vinaigrette
Classic Fusion Caesar
romaine lettuce with reggiano and rustic croutons
add chicken
Finishers
Shooters 7.00
Brownie sundae
Apple pie a la mode
Chocolate Mousse
Lackman’s Cheesecake on a Stick (2) 5.00
served with raspberry and chocolate sauces
Fruit Salad 6.00
served with strawberry sorbet
cantaloupe, honey dew, red grapes, strawberries, and pineapple
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