BRAND ONE JOURNAL: WELCOME TO MADE MARKET

Provide general hotel staff, sales and marketing staff, management, and front of house staff with a general overview of the Made Market brand. Made Market staff are expected to attend this training as their first introduction to the brand. The purpose and goal of this module is to familiarize the team with the Made Market brand and teach them what sets Made Market apart from other familiar brands that offer fast-casual experiences.

AUDIENCE

New Mae Market team members

TIME

90-120 minutes (allows for 5 minutes for additional questions as required)

GOALS

Team members with become familiarized with the Made Market brand and taught what sets Made Market apart from other familiar brands that offer fast-casual experiences.

MATERIALS

Pens, Journals, Things to Remember booklets, Menus (if available)

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BRAND TWO JOURNAL: OUR BRAND MESSAGE

The purpose and goal of this module is to familiarize the restaurant team with the Made Market Brand and teach them how to bring this brand to life by creating on-brand experiences for our customers. The importance of time and attention paid to both Pre-Work and Field Practice will be emphasized and communicated.

AUDIENCE

New Made Market team members.

TIME

2 hours, with time for Q&A as needed

GOALS

Team members will develop a strong connection with the brand, and understand how their actions, attitudes and efforts will deliver on the brand promise.

MATERIALS

Pens, Journals, Things to Remember booklets

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LEADER MODULE 1: LEADING SOMETHING NEW

The purpose of this module is to provide management with an overview of adaptation, including how to understand it, accept it, and commit to it. Participants gain an understanding of working outside of their comfort zone in the most effective way and the five stages of adaptation, along with where they are in the opening process. This module will provide Made Market leadership with the information and tools they need to successfully lead their teams through the upcoming transition.

AUDIENCE

Made Market Leadership

TIME

1 hour, 45 minutes

GOALS

Participants will be able to help team members work through the adaptation process in the most efficient manner.

MATERIALS

Pens, Journals, Things to Remember booklets

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LEADER MODULE 2: MANAGEMENT

The purpose and goal of this module is to familiarize leaders with some fundamentals regarding how to hire an optimal team and teach the basics of procurement and the Service and Loyalty Tracking (SALT) program.

AUDIENCE

Made Market Leadership

TIME

90-120 minutes

GOALS

Managers will become familiarized with the fundamental management responsibilities and processes as they relate to Made Market standards

MATERIALS

Pens, Journals, Things to Remember booklets

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LEADER MODULE 3

The purpose of this module is to teach Made Market leaders their role in keeping the brand’s promise, and how “Setting an Example” for their team members is essential to the success of the brand.

AUDIENCE

Made Market Leadership

TIME

90-120 minutes

GOALS

Participants will be able to describe and execute leadership in the Made Market style, including the key leadership traits, behaviors, and the brand leadership promise.

MATERIALS

Pens, Journals, Things to Remember booklets

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LEADER MODULE 4: MADE MARKET COACH

The purpose of this module is to teach Made Market managers how to provide feedback and coach their team members in a consistent and productive way that encourages exemplary behavior and reduces poor performance, ultimately strengthening the entire team.

AUDIENCE

Made Market Leadership

TIME

90-120 minutes

GOALS

This module begins with a discussion of the general question “What is coaching?” We then describe the many benefits of coaching and how it can improve the entire team. We introduce the “What, What, Why” feedback process and teach managers the two types of coaching: Coaching for Correction and Coaching for Excellence. The module concludes with some role-playing exercises that require the managers to apply the What/What/Why model to different scenarios, coaching for both excellence and correction.

MATERIALS

Pens, Journals, Things to Remember booklets

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TEAM MODULE 1: EMBRACING CHANGE

The purpose of this module is to help team members adapt to the new Made Market Brand. The focus is on those things we can do to help in the adaptation process and how they can work together effectively as a team.

AUDIENCE

New Made Market team members.

TIME

175 minutes. No breaks. (Allows for 5 minutes for additional questions as required)

GOALS

Team members will develop a transparent and clear understanding of the expectations of everyone during the opening of the Made Market restaurant. The team will develop a set of commitments that will guide behaviors and interactions through the opening process and beyond.

MATERIALS

Pens, Journals, Things to Remember booklets

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TEAM MODULE 2: SERVICE MADE MARKET STYLE

The purpose of this module is to provide general hotel staff, sales and marketing staff, management, and front of house staff with specifics of the Made Market style of service. Made Market staff are expected to attend this training to develop their skills in the Made Market style of service.

AUDIENCE

New Made Market team members.

TIME

2 hours (allows time for Q&A and break as necessary).

GOALS

Team members participating will be able to describe and utilize the Made Market style of service to other team members, incorporating specific elements and tying the entire thing back to the Brand Pillars.

MATERIALS

Pens, Journals, Things to Remember booklets, Service in Made Market SOP, Grooming SOP

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TEAM MODULE 3: MENU PHILOSOPHY

The purpose of this module is to provide the Made Market staff with a clear understanding of the menu, the retail opportunities available, and a tasting of the food. Participants will understand the importance of the food and how certain products pair well with others, the different items available at each meal, and gain a knowledge of the origins and inspirations of the Made Market menu.

AUDIENCE

New Made Market team members.

TIME

1.5 hours

GOALS

Participants will develop a knowledge of the Made Market menu

MATERIALS

Pens

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All telephone calls will be answered within three rings and handled in a calm and professional manner. Before operating the telephone, team members must first be trained to understand Made Market telephone expectations and etiquette.

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Following the guidelines outlined below, Made Market will ensure a positive and comfortable experience for each guest at the bar while operating in the most efficient manner possible.

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Made Market Cocktail Servers will greet guests at their table and provide a positive impression of our operation while also ensuring guest satisfaction through routine table visits. Bar team members will deliver the same impression to guests ordering at the bar. The brand pillars of Fast, Thoughtful and Authentic should be demonstrated through our service and our demeanor.

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Following the guidelines outlined below, Made Market will ensure a positive and comfortable experience for each guest at Made Market while operating in the most efficient manner possible.

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The Food Runner is the team member responsible for providing prompt and efficient food and beverage service in a friendly, courteous and professional manner to our Made Market guests. Greets guests at tables based on numbered delivery system and provides brief description of product(s) delivered to the table and places in front of the guest. Ensure guest satisfaction through routine table visits and enhancing guest dining experience by offering to provide additional beverages that are eligible for refill. Responsibility includes fast and efficient clearing and resetting of dining room along with cleanliness of areas to maximum turns per seat.

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Made Market promises to consistently deliver excellent guest service in the spirit of our brand pillars of Fast, Thoughtful and Authentic by upholding the tenets outlined below.

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Made Market will make itself available to criticism and document all guest complaints. Management will acknowledge guest complaints within 48 hours of receipt----whether written or over the telephone----and must begin working toward a resolution satisfactory to the customer and Hilton Worldwide.

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With consistent attention and the brand’s expertise, the Made Market team will keep their visual merchandizing displays stocked, cleaned and aesthetically pleasing to the guests at all times.

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Each order will be delivered within five minutes of the provided delivery time, and if that time cannot be met, guests will receive a telephone update and explanation. Each order will be inspected before delivery to meet Made Market quality standards and prepared thoughtfully with the appropriate condiments, tableware and glassware.

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The Opening Team will execute the below tasks to ensure that by the time the doors are open, the team is prepared to focus on providing our guests a Fast, Thoughtful and Authentic Made Market experience.

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The Made Market standard is to ‘‘Start each day fresh’’. At the closing of each day, the Made Market team will take the below steps to ensure that the premises are clean and properly prepared for the following work day. This means none of the below tasks should be left to be completed by team members the next day.

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This policy outlines the general procedures to be followed in relation to the daily process involved in handling cash/checks in the hotel operations. 

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