Recipe Cards
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Handhelds
Handhelds
On a Crust
On a Crust
Mains
Sociable Shares
Sociable Shares
Soup & Salad
Graphic Identity
Training and SOPs
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Bar Billing
Bar Billing
Following the guidelines outlined below, BKB will ensure a positive, welcoming and comfortable experience for each guest at the bar while operating in the most efficient manner possible.
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Bar Services
Bar Services
BKB F&B Service Team Members 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 Approachable, Social and Shareable should be demonstrated through our service and our demeanor.
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Food Runner
Food Runner
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 BKB guests. All responsibilities, outlined as follows, should be done in the BKB manner of Approachable, Social and Shareable.
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General Guest Services
General Guest Services
BKB promises to consistently deliver excellent guest service and hospitality in the spirit of our brand pillars of Approachable, Social and Shareable by upholding the tenets outlined below.
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Guest Relations
Guest Relations
BKB 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, BKB and Hilton.
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Menu Philosophy
Menu Philosophy
BKB journal: Menu philosophy
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In Room Delivery
In Room Delivery
BKB will ensure that 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 BKB quality standards and prepared thoughtfully with the appropriate condiments, tableware and glassware.
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Schedule and Staffing Guide
Schedule and Staffing Guide
BKB F&B Service Team Members 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 Approachable, Social and Shareable should be demonstrated through our service and our demeanor.
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Telephone Communications
Telephone Communications
BKB will ensure that all telephone calls will be answered within three rings and handled in an approachable and social manner. Before operating the telephone, team members will be trained to understand BKB telephone expectations and etiquette.
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Welcome to BKB
Welcome to BKB
This 1 hour module is designed to introduce the new BKB—Brickstones Kitchen & Bar concept to staff and socialize them on the changes taking place to the service model alongside of the physical changes to the restaurant itself.
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Our Brand Message
Our Brand Message
The purpose of this module is to provide BKB staff with an overview of the brand message to ensure they will understand how to speak to BKB as an entity and represent it well to all guests.
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Implementing Something New
Implementing Something New
This module is designed to provide management with an overview of adaptation, including how to understand it, accept it, and commit to it. Participants will gain an understanding of working outside their comfort zones. They will also learn how to help their team members through the adaptation process.
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Management
Management
This module is designed to familiarize leaders with some fundamentals regarding the management of BKB team members.
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SCHEDULE AND STAFFING GUIDE
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Brand Leadership
Brand Leadership
This module is designed to provide management an understanding of the leadership style of BKB. Participants will be able to describe and execute leadership in the BKB style, including key leadership traits, behaviors, and the brand leadership promise.
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The BKB Coach
The BKB Coach
This module is designed to teach BKB supervisors how to provide feedback and coach their team members in a consistent and productive way that encourages exemplary behaviors and reduces poor performance, ultimately strengthening the team.
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Evening Reception
Evening Reception
The purpose of this course is to teach staff about the service expectations, the power of first impressions, and how to upsell in the evening reception using personalization and customization.
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