Wine Tasting Facilitator Guide Welcome and Training Agenda Today, we will be training on seasonal wines that will now be offered at Buca di Beppos. We are doing this training to help our all front of house staff become more confident in pairing wine with meals and introduce them to the new seasonal wines that Buca di Beppos will be offering. Since these employees primarily work with our clients, they need to be confident to pair wines and know how to make suggestions. Purpose The purpose of this training to give examples of the new wines, a chance to practice in a worry free environment, and an overview of the history of wine. Materials Facilitator's Packet The Facilitator Guide PowerPoint slides with notes Role Play Scenarios Evaluation Form Participants Packet Participant Guide Worksheet Job Aid Evaluation Form Audience Level The primary audience for this training is the servers who will be selling the wine to the clients. With the other front of house staff helping to facilitate the sale. Facilitator needs to be aware that some of the audience has knowledge of the subject and needs to adapt as necessary. Room Arrangement This training works best with a cluster arrangement. Time Needed It is recommended that this training take a minimum of two and half hours. The two and half training module has a proposed schedule as 2:00 pm to 2:05 pm - General Manager Introduction (Slides 1-4) 2:05 pm to 3:00 pm - Sommelier Review (Slides 5-11) 3:00 pm to 3:25 pm - Sommelier and Lead Server Role Play (Slide 12) 3:25 pm to 3:40 pm - Break 3:40 pm to 4:20 pm - Role Play 4:20 pm to 4:30 pm - Review Equipment Needed To conduct the wine tasting training, you will need a computer that has Microsoft PowerPoint, a projector with screen, internet, and training packets. Also needed will be the seasonal wines selected, cups to sample those out, and food that will be accompany the wine. All items should be together before the training commences excluding the food, which should be prepared right before the training. Having all packets available to hand out before the training will ensure that the training is concluded in a timely manner. Role Play Activities It is a good idea to ensure that the role play activities are written out before the training starts. Also that the role play activities correlate to what is being presented. The role play activities should include: o o o o o Guests know what they want-during this role play activity, our knowledgeable servers will suggest their personal favorite of a more expensive wine and food item, and suggest with a twist, explaining why it is their favorite such as, full body with a hint of blueberry flavor, etc. By doing this suggestion, our servers will upsell to a more expensive glass of wine, food, and possible bottle to bring home. Guests do NOT know what they want-Guests don't know what they want, this role play activity stimulates power of suggestion by our servers saying the chef's personal favorite is, then suggest foods and wines from the expensive list, and give detail about the items without being pushy or noticeable that they are upselling from the expensive side of the menu. When customers can't make up their mind offer half orders of two or more different choices. Guests say no-When a customer says no, this scenario the server will act out how best to offer seasonal or exclusive items that are available only a short time, for instance, the $100 bottle of wine with special crisp light taste available that month only, this scenario allows for a sense of urgency, with an explanation why it is the best choice. A sell and tell action. Host Activity- Always use good eye contact, look clean and presentable, wearing clothes that have been ironed. Aid in assistance with customer's coat, umbrella, or other items. Give customers the menus as well as offer suggestions that will be in line with what the server will try to upsell, for example the more expensive items, or offer suggestions on specialty items. Busser Role Play-Greet. Offer water if not already done. Clear tables after everyone's done eating don't make customers feel rushed. Hold tray and stack tray. Fill condiments as needed. Know layout of dining room. The role play activities for this training are in the presentation. PowerPoint Presentation The PowerPoint presentation needs to be used since it works as a slide show for all involved. It also works as a time slot to ensure that everyone stays on track for the training. The PowerPoint presentation has notes that can be used by the facilitator. These notes give the information that coordinates with the participates guides. It is up the facilitator to decide if the information needs to be changed, or not. These should be reviewed before the presentation. It is also suggested that the wine and food is decided upon before the presentation, along with the server who will be helping with act. It would be a great idea for the food to be prepared while the movies are playing. This will ensure that the training will be run smoothly with hot food. Evaluation Form There will be an evaluation form after the presentation that the participants need to fill out. Please ensure that all of these are collected and that they partake in the evaluation. PowerPoint slides with Facilitator Information Slide One: Have this slide up and going while everyone is getting situated inside the training environment. Pass out the participation guide that they will follow along while presenting the information. Slide 2: General Manager will be giving the introductions and the reason why this training is happening. * *For this training the General Manager should include that the company is looking to double their nightly wine sales. With wine bottles sales averaging between 0-2 bottles per night, the company is looking to change that. After this training there will be a contest. Slide 3: The General Manager will be giving the timeline of how the training will go. Giving the timeframe of the training. Slide 4: The General Manager will go over what is expected from this training. Also the reward for most improvement in wine bottle sales. After all this is talked about than the General Manager should introduce the Sommelier. Slide 5: Sommelier introduces themselves, and tell a little about their personal history of wine. Key talking points: Wine is by definition an alcoholic drink made with fermented grape juice. Historically wine has been around for thousands of years within nearly every culture. The type of wine depends on the grape the wine is made from as well as the region the grape is from, the wine fermentation processes, casks for the wine and the length of time that the wine is fermented. There are Spanish wines, Italian wines, French wines - American wines, anywhere you can grow the grapes you can make the wine. Because we are an Italian restaurant you should know that popular Italian wines include the white wine Pinot Grigio which is made of pinot grigio grapes. Another popular wine includes Chianti which is a red wine which is made of primarily Sangiovese grapes. And lastly there is a popular wine called Moscato d'asti which is a sparkling wine made from the Muscat grape. We will delve more into our specific wine suggestions in the following presentation. In today's training we will briefly watch a few online clips regarding wine language and knowledge and a brief overview of Chianti which is one of Buca's top-selling wines.* *After this click on the link to go to the Youtube video, What is Chianti/Tuscany Wine? (11:21) Slide 6: The key differences between reds and whites. The type of grapes that are used. Terms that should be used.* Click on the link for YouTube Clip: Wine Basics from My Wine Smarts (16:53) < While movie is playing, this will be a good time for the food to come out from the kitchen that will be sampled. This can be served by table or buffet style. Also get the wine uncorked and samplings out for the trainees that are of legal age.> TOP TERMS FOR WINE Aroma/Bouquet: The smell of the Wine, these can include, Chocolate, fruit, butterscotch and more Body: How the wine feels in your mouth. The weight of it, while tasting it. There are three main classes of them which include light, medium, or full - bodied Crisp: More Acidity. This is mainly found in white wines. The more acidity the wine the crisper it is. Dry: Opposite of sweet. Wines are able to be off sweet, or semisweet Finish: The aftertaste. How the wine tastes as it leaves the mouth after taking a drink. A good wine leaves the flavors behind. Flavor Intensity: Are they strong or weak flavors. This is where pairing foods is important. Oaky: Refers to the smoky flavor. This is mainly due to the wine being stored in oak barrels during the fermentation period. Soft: Opposite of crisp. Smoother with low amounts of acidity. Seen in White Wines. Tannic: Found in Red wine. This due to it being firm and leaves a dry feeling in the mouth. This can cause some of the wine to taste bitter. Slide 7 : 2014 Bollini Trentino Pinot Grigio $23 (White)(Trentino - Alto Adige - Italy) Made from 100% Pinot Grigio Grapes. Italian wine, sweeter wine, light and crisp. Food Pairing would be any Buca's seafood dishes such as Salmon Sorrento and dessert dishes like Buca's Dolce Platter or Homemade Cheesecake and also lighter pasta plates or entrees. (https://www.emspon.com) Slide 8: 2013 Giacomo Mori Chianti $40 (Red)(Italy) Italian wine. High alcohol content, 80% sangiovese grapes, raspberry notes and spices gentle red wine. Food pairing would be Buca classics such as Spaghetti and Meatballs or Buca's Supremo Italiano Pizza it also pairs well with meats such as beef, pork. This is a classic wine, and don't let the price tag discourage customers. (http://www.giacomomori.it/VinoGME.html) Slide 9: Zombie Zinfandel $20 (Red)(California) This is a California wine. It is a dark in color, almost a black-purple red wine. The aromas are of ripe, dense black fruits and a hint of dried herbs. The flavors are complex and rich. Fruity and spicy wine. Pairs well with baked pasta such as Buca's Lasagna or Baked Ziti. Great for conversation wine for groups parties. (http://www.chateaud.com/) Slide 10: 2014 Drylands Sauvignon Blanc $25 (White) (New Zealand) White wine from Marlborough, New Zealand. This wine is made of 100% Sauvignon Blanc grapes. It has citrus and passion fruit notes. An Earthy, wine dryer, less sweet pairs well with seafood or poultry such as Buca's Chicken Parmigiana, Chicken Marsala or vegetarian dishes even white sauce pasta dishes & salads. (http://drylands.co.nz/) Slide 11: 2012 Barrel Monkey Shiraz $30 (Red) (Australia) Australian wine made from Shiraz or Syrah Grapes. Medium weight wine, with plum and blackberry notes. Pairs well with red meat or Buca's Veal Parmigiana, most pasta dishes and salads like Buca's Caesar Salad or Chopped Antipasti Salad. Fun suggestion for table of 4 or any group. The label of the wine alone is a great conversation starter. (http://www.redheadswine.com/barrelmonkeys) Slide 12: This will be a role play show for the audience to see how to sell bottles. This will help them get over any jitters, that they may have. There is also times that the audience will be able to ask questions and make suggestions before doing the role play themselves. This will be in a separate packet, with one for the lead server and sommelier. Please note that the lead server should be decided before the training starts. Demonstration by Lead Server/ Sommelier Celebrating Event o Employee: Hi! Welcome to Buca di Beppo! Thank you for choosing us to serve you, is this a special occasion? o Guest: Yes, a new promotion, etc.. o E: Well congratulations on the promotion! How about our delicious Giacomo Mori Chianti to celebrate? o G: Yes, that sounds delicious! Two glasses please! o E: If you get the bottle, once you are finished we can recork it and you can take it home to remember your occasion. Wouldn't that be nice? o G: Yes, it does, we will take the bottle. After, ask the audience what they thought was best. Also point out This is the perfect scenario in which the guests trust the server and their suggestion as well as the go ahead with the upsell to a full bottle. Although there is more markup in a glass, selling the bottles provides a higher gross for the restaurant. Rejects Suggestions Employee: Hi! Welcome to Buca di Beppo! Thank you for choosing us to serve you, is this a special occasion? Guest: No E: Sounds like just a night to come out to eat, perfect! What can I grab for you to drink? Can I suggest the Drylands Sauvignon Blanc which goes perfect with our Calamari as an antipasto? G: No, just diet cokes for the two of us. E: Perfect, I will grab those for you right away! In this scenario, the guest promptly declines the suggestion for both an appetizer and the paired wine to accompany it. Do not get discouraged, this is just your first attempt and you will get another chance. E: Here is the \"diet cokes\" you asked for? Did you have any questions on the food or drink menus? G: No, we are okay. We will have the small baked ziti pasta and garlic bread. E: Sounds great! We offer a very popular seasonal wine, our Zombie Zinfandel out of California, that pairs perfectly with the Baked Ziti, would you like a sample? G: No, no alcohol tonight. E: Great, no problem! I will put in these orders for you right away. After, talk with the audience about what they thought. the server let the guest be in control but made the pairing suggestion based on what they ordered this time. Although it did not come out to a sale, the server did their job by attempting both times to up sell in a polite, conversational manner. Also, once the guest says no to the wine after the second time, do not offer more alcohol, or if they say they do not drink, do not make the second suggestion. Conversation to sale Employee: Hi! Welcome to Buca di Beppo! Thank you for choosing us to serve you, HAve you visited us before? Guest: No, this is our first time! E: Great, well we are a family style restaurant, meaning all of our meals are fit for two or more. We also have a great wine selection and we are known for our great pairing selections to our wide selection of dishes. Were you looking at our Antipasto's, may I suggest our Antipasti Salad? G: That sounds good, what about the Caesar salad? E: Also a great choice, both would go great with our red wine, Barrel Monkey Shiraz, from Australia, how does that sound? G: I think we will go with the Antipasti Salad for now. Do you have a white wine? E: We have a great white wine, the Bollini Trentino Pinot Grigio. Would you like a bottle? G: Yes, we will take that. Thank you. E: Great, no problem, I will put all of this in for you, do you have any other questions? G: No, not at this moment. We will take a look at the to see what else we would like, hard to decide with so many choices. E: Well, to help, the Bollini is light and crisp and pairs well with our seafood options. After, ask the audience how they thought the scenario went. Also point out, the guest really wanted a white wine versus the red that was initially suggested. This is why knowing your most popular wines is so important. The suggestion of the Bollini helped their wine selection and their dinner choice selection. The Bollini is also a great dessert pair so the suggestion will pull through to that course as well. Slide 13: Take a break. Stretch your legs, and get a drink if need be. Also make sure that each group has their role play packets. Each person has one, this can be included in their participation guide or as another packet that can be handed out, which is turned back in after the training. Slide 14: Reconvene everyone after the break. Let them know about the packets in front of them, and explain that they will be faced with different situations, that they need to role play out. Walk around the room, and help those who have questions. Also select one or two groups to act out a scenario in front of the group. Ask for audience opinions, on that group's interpretation of the situation and how they sold bottles of wine. Scenarios/ Role Plays Part 1 A customer asks for suggestions on what wine to go with their spaghetti, server offers a white wine to suit their taste. The customer requests a fruity wine. ~ Walk around and listen to what people are saying. Make suggestions, on how they can use different words. For instance, use fruity, light, bold, seasonal while describing the wine. Ask the teams how they would sell a red wine compared to a white. What if their meals were chicken alfredo? Part 2 How would you sell a bottle to table of four, who likes both red and white wines? ~ Listen to how the servers engage with the table. Ask them, clarifying questions, that if they were to order the antipasti salad, which white wine would you suggest, which red. Part 3 A customer at Buca Di Beppo expresses an interest in how the wine is made, he/she wants to know the process and asks which ingredients are used in making the wine. ~ The learner must be able to list the ingredients used and explain why they are used. For instance, grapes are crushed to make a must, and the juice and other solids stay in contact for some period. After the desired color is achieved, the must is pressed and the juice is fermented separately. Another method, called presse or "pressing," presses the grapes first until the juice reaches the appropriate color before being removed for fermentation (www.wisegeek.org/whatis-rose-wine.htm). Red wine is made with red grapes, and white wine is made with white grapes. Slide 15: Ask the audience if there are any questions that they would like answered. Go over any other information that is needed. Also have the audience fill out the evaluation form. Also thank them for their participation. Slide 16: The General Manager will also tell people where the trip will be. This is also an opportunity for any questions there may be about this contest. Slide 17: The end of the presentation! Wine Tasting Participants Guide Wine pairing training Participation Guide for Wine Tasting Background Welcome to the wine tasting training. Your current position requires that you interact with customers who come to Buca di Beppos. With this, a basic understanding of wine, and pairings are critical to ensure that customers are getting the best. The purpose of this training, is to show off our new seasonal wines that are coming out, as well as give you more confidence about pairing wine with meals. You will also be getting a brief history of wine. Agenda 2:00 pm to 2:05 pm - General Manager Introduction (Slides 1-4) 2:05 pm to 3:00 pm - Sommelier Review (Slides 5-11) 3:00 pm to 3:25 pm - Sommelier and Lead Server Role Play (Slide 12) 3:25 pm to 3:40 pm - Break 3:40 pm to 4:20 pm - Role Play 4:20 pm to 4:30 pm - Review Worksheet This is to help you follow along with the presentation. It also gives you the opportunity to make notes and questions that you have. It will also give you the ability to write down suggestions while viewing the act. The questions will be answered at the end of the presentation. Job Aid This will be something that will be kept with you. Tear it out from the back, and it will fit inside of your book to keep with you. This will help your memory while serving to real life clientele. Evaluation Form At the end of this packet is the evaluation form. Please take a moment to fill it out and place it on the table before leaving. Thanks. Presentation Worksheet Slide 2 Notes/ Questions __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Slide 3 Notes/Questions *Follow along with Agenda on previous page Slide 4 Notes/ Questions __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Slide 5 Notes/Questions What is the main ingredient in Wine? __________________________________________________ What are the three popular Italian Wines? __________________________________________________________________________________ __________________________________________________________________________________ Notes: __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Slide 6 Notes/Questions Terms Aroma/Bouquet ____________________________________________________________________ Body_____________________________________________________________________________ Crisp_____________________________________________________________________________ Dry_______________________________________________________________________________ Finish_____________________________________________________________________________ Flavor Intensity_____________________________________________________________________ Oaky_____________________________________________________________________________ Soft______________________________________________________________________________ Tannic____________________________________________________________________________ Notes __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Slide 7 Notes/ Questions Wine_____________________________________________________________________________ Description________________________________________________________________________ Pairs______________________________________________________________________________ Notes_____________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Slide 8 Notes/Questions Wine_____________________________________________________________________________ Description________________________________________________________________________ Pairs with_________________________________________________________________________ Notes_____________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Slide 9 Notes/Questions Wine_____________________________________________________________________________ Description________________________________________________________________________ Pairs with_________________________________________________________________________ Notes __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Slide 9 Notes/ Questions Wine_____________________________________________________________________________ Description________________________________________________________________________ Pairs with_________________________________________________________________________ Notes __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Slide 10 Notes/ Questions Wine_____________________________________________________________________________ Description________________________________________________________________________ Pairs with_________________________________________________________________________ Notes __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Slide 11 Notes/ Questions Wine_____________________________________________________________________________ Description________________________________________________________________________ Pairs with_________________________________________________________________________ Notes __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Slide 12 Notes/Questions Demonstration One __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Demonstration Two __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Demonstration Three __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Slide 13 *************************GO STRETCH YOUR LEGS!!! ********************************* Slide 14 Scenario One: A customer asks for suggestions on what wine to go with their spaghetti, server offers a white wine to suit their taste. The customer requests a fruity wine. Notes _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ Scenario Two: How would you sell a bottle to table of four, who likes both red and white wines? Notes _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ Scenario Three: A customer at Buca Di Peppo expresses an interest in how the wine is made, he/she wants to know the process and asks which ingredients are used in making the wine. Notes _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ Slide 15 Notes/ Questions _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ Slide 16 Where do you get to go? _______________________________________________________________ Evaluation *Please complete, and place on the front table when complete. Thanks Please also use scale from 1 to 10, with 10 being best and 1 being worst 1. 2. 3. 4. 5. 6. How would you rate this training? ________ How would you rate the information presented to you? _________ How would you rate the time used for training? __________ How would you rate the role plays? ________ How would you rate the trainer? __________ Is there any suggestions that you have to better this training? _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _________________________________________________________ 7. What is one thing that you did not like about this training? _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _________________________________________________________ 8. What is one thing that you liked best about this training? _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _________________________________________________________ 9. Anything else you would like us to know? _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _________________________________________________________ Job Aid Design and Development Buca Di Beppos Wine Training Design and Development 1 Design and Development 2 Buca Di Beppos Wine Training Design and Development This paper is an overview of our first training module for Buca di Beppo. We intend to include all employees of the restaurant at the Downtown Minneapolis location for the pilot training program. It has come to our attention that not all trainees would be the age of 18 or older, and being so could not sell alcohol, namely wines to guests. In our training we would include all employees as each employee can still play a part in the sales and satisfaction of guests. No matter what the age of our trainees they will assist in up-selling, even if it is only that they greet a table or run food to allow a server or other support staff time to pitch a featured bottle of wine at a table. This training will focus on teamwork, sales and upselling in which all employees may participate however they are able. The following is a look at our training objectives, the incorporation and support of learning theories within our first module, a detailed lesson plan, and overview of our extended list of modules within the overall training program. We also delve into our training activity and its effect and role within our module and how this will best serve our trainees with retention of knowledge and give them the tools to confidently boost sales and work as a team. Training Objectives With our training, the employees will be comfortable and confident about pairing our wine with the client's meal. We will be using our objectives as the mile markers, towards our goals. (SHRM, 2008) Our main goal is give our employees a basic understanding of wine to pair with our food and sell more bottles of wine. Our objectives with training are to give the employees a basic understanding of wine to pair with meals during a busy time in the restaurant. Learning Theories Design and Development 3 We will be utilizing reinforcement theory since\"when employees, supervisors, and managers feel appreciated for what they do and how they contribute to the organization's success, the process of change within an organization goes more smoothly,\"(White, P. & White, D., 2016). This is what we are aiming to do. When concentrating on job related performance and benefits of training, reinforcement theory was used to help design the training program for Buca di Beppo in their strive to be people's first choice in celebratory dining. We focused on positive reinforcement with reward system for the employees on a quarterly basis to show them our appreciation. Benefits of this theory and training is a smooth transition as employees display what they learned, an easier way to speak to guests and suggesting pairing options, conversing with other employees having the same problems along with finding those that are successful to develop relationships and resources, and finally improving themselves for opportunities for promotion or recognition. Since our focus is on training mainly adults, the second theory that we use is adult learning theory. For adult learning to work, \"a solid foundation (is) the best way to approach learning for adults\" and that is the crux of this training (Miner, N., 2014). In a training design for adult learners there are five issue areas to address; these five areas are self-conceptualize, experience, readiness, time perspective and orientation to learning. Self-concept means they want to be involved with the planning and collaboration, this is addressed in our needs assessment with including employees in a questionnaire, to find areas which need improving. For the design issue of experience, we would use the lead server's successful wine pairing experiences for examples and in reference to the readiness issue, we have designed the training for all levels of competencies by keeping the presentations simple and referencing broader types of wines. To address the time perspective issue, we implemented a role play activity during the training to Design and Development 4 apply the content learned immediately. Our main focus is teamwork, guest satisfaction, higher wine sales, and knowing your customer's needs. Low rates of bottles sold is the central problem for our training and this issue will be addressed in the final design issue of orientation to learning rather than being centered on the subject matter (Noe, 2013). Lesson Plan (Derived from Noe, Pg. 208) Course Title: Wine Pairing Training at Buca di Beppo Lesson Title: Up-selling wines & working as a team to create a fantastic dining experience. Lesson Length: 120 Minutes Learning Objectives: 1. Be able to comfortably pitch and up-sell bottles of wine to guests. 2. Ability assist as needed to any role in the restaurant on a busy night to create guest satisfaction. 3. Demonstrate working as a team. 4. Successfully demonstrate role-play and present pitch to entire group without error. Target Audience: Servers and all support staff. Prerequisites: Trainee: Be actively employed at Buca di Beppos Instructor: Background in wine knowledge or related experience, up-selling, teamwork, sales, customer service, steps of service, restaurant industry and Buca di Beppo culture. Room arrangement: Classroom style set up within the restaurant. Materials and equipment needed: wines, foods, plates, utensils, glasses, laptop, projector & screen for PowerPoint, pens, and handouts. Design and Development 5 Evaluation and assignments: Role-playing, read handouts. Comment: Trainees need to know about the training two weeks prior. Lesson Outline Instructor Activity Trainee Activity Time Introduction by General Manager Presentation Listening 2:00PM2:05PM Sommelier Review Presentation Watching, Listening & Practicing 2:05PM 2:30PM Lead Server and Sommelier Act with Review Practice Exercise Participating & Watching 2:30PM 2:55PM Break Setting up for Small Groups Break 2:55 PM 3:10 PM PowerPoint (Placement Holder) Presentation Watching 2:00PM 3:00PM Activity Role Play Presentation Small group presentations Present Pitches to Large Group 3:10PM 3:50PM Review Presentation Participating 3:50 PM 4:00 PM Training Methods There are several different training methods that we will be utilizing during the training. We will be using a mixture of lecture and interactive. This will help build the learning environment for them to focus. We will be lecturing about the information while the employees are able to be hands on. This means, they will be trying out the wine with the pairing of food. This will allow them to taste it and interact with the product. This will also give them the ability to open a dialogue to get their input on what we are presenting. We will also be having the employee's role play after as well. With being able to give them an opportunity to try it out in an Design and Development 6 environment that allows mistakes to happen, it will help build their confidence to sell the product better (Huhman, 2015). Learning Activity Buca is going to incorporate a learning activity which is role play in its training because of the interpersonal skills that are involved, such as communications, sales, coaching, leadership and team building (Noe. Pg. 293). Our role play will include the trainees taking on the role as the customer while other trainees will take on the role as the host/hostess and servers. Role play is an ideal learning activity because the trainees in the role as server will be allowed to practice techniques how to better up-sell bottles of wine together with how to pair wine with food. Likewise, this will be a great way to learn or refresh one's memory about Buca's food menu too. Not to mention the trainee in the role as the server will learn much needed skills how to manage and work with different customers and situations, for example, an upset customer regarding the food being cold, or the wrong order. Conclusion The results will show positively in our favor that our training program which consists of training objectives, a step by step lesson plan, excellent training methods- including role playwill improve Buca's employee's knowledge, confidence, and team building skills along with the ability to up-sell its wine products all the while improving our customer's overall dining experience