operationsmanual

Dine In Store #: 001 Store Name: 001-Auburn Address: 160 North College Street Auburn AL 36830 Date 06/02/2011 Day Thursday Time In 01:00 PM Time Out 02:00 PM Year: Billing Prd: 06 MinOnSite: Shpr# Facility was: Full Check Ttl: $1.01 Tip $1.01 Total: Host: Service: Food Quality: Atmosphere: TOTAL SCORE 100.00% (203 of 203) HOST 100.00% (30 of 30) Name or description of your host. _______________________________________________________________________ The name or a detailed description of the greeter/host is required. 1. Did the host/hostess greet you promptly? Yes 8/8 Within 30 sec of arriving in the lobby, or reaching the head of the line 2. Please include the greeting used below: _________________________________________________________________________ 3. Did the host project a warm, friendly, and upbeat attitude? Yes 6/6 4. If you were informed of a wait for a table, was the estimated waiting time within 10 minutes of the time quoted? Yes 4/4 5. Did the host ask how many were in your party? Yes 1/1 6. Did the host ask if you had dined at Cheeburger before? Yes 6/6 You should answer "NO" allowing the host to move to the next step of explaining the menu and suggesting signature items. 7. Did the host give you a tour of the menu? Yes 5/5 Overview ___________________________________________________________________________________________ ___________________________________________________________________________________________

SERVICE 100.00% (88 of 88) 1. Was the server wearing a legible name tag? Yes 1/1 Name or description of server: _________________________________________________________________________________ A detailed description of the server is required if a name is not available. (Female, long brown hair, approx 5'3") 2. Did the server arrive at your table promptly when you were ready to place your order? Yes 8/8 Once you have made your selections, close your menu and time how long it takes before the server approaches your table. 3. Did the server introduce themselves and welcome you to Cheeburger Cheeburger? Yes 4/4 4. Did the server project a positive, friendly, and upbeat attitude, smiling and making eye contact? Yes 5/5 5. Did your server take your drink and food order at the same time? Yes 4/4 6. Was your server knowledgeable of the menu and helpful in taking your order? Yes 3/3 Don't order toppings initially. Allow the server the opportunity to make a topping suggestion. 7. Did your server recommend a specific size for your fries/onion rings, based on the number of people in your party? Yes 4/4 8. Did the server make any suggestions that would make the meal better? Yes 8/8 (Platters, dipping sauces, extra cheese, sauteed onions, etc) 9. Did your server talk-up your menu selection or otherwise validate your selection? Yes 4/4 (Example: "That's my favorite", "That's a great choice", "I love that sandwich", etc) 10. Was your entire order delivered within 15 minutes? Yes 5/5 From the point you finished placing your order, until it was delivered. 11. Did the person delivering the meal place the food on the table correctly and without asking who ordered what? Yes 2/2 12. Did you receive your order exactly as you ordered it? Yes 4/4 12a If not, please describe in detail in the narrative below. 13. Was your server attentive to your needs, consistently checking on you during your meal Yes 8/8 - offering refills on drinks, etc.? 14. Did someone other than your server check on your table during your meal? Yes 5/5 15. Was your table pre-bussed as you finished eating? Yes 3/3 16. Did the server drop off a dessert menu and suggest a dessert by name? Yes 4/4 17. Was your check presented in a timely manner, with instructions on how to make your payment? Yes 4/4 18. Was your check cashed out in a timely manner? Yes 4/4 19. Were you thanked properly as you exited the restaurant by the host and/or any member of the staff? Yes 8/8 Overview ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ FOOD QUALITY 100.00% (50 of 50) Your order: ________________________________________________________________________________

All Sandwiches, Entrees, Side Item's, drink's, etc... Beverage Quality 1. Were your drinks (or shakes) of high quality, properly filled and tasting good? Yes 10/10 Sandwich/Entree Quality 2. Were your sandwiches/entrees of high quality, properly prepared and tasting good? Yes 12/12 3. Was your burger cooked as ordered? (Med, Med-Well, Well Done) Yes 4/4 4. Was the hamburger bun soft, warm and toasted? Yes 2/2 5. Did your burger or salad come with the requested toppings? Yes 2/2 Side Item Quality (Fries or Onion Rings) 6. Was your side item (fries or onion rings) of high quality, properly prepared and tasting good? Yes 8/8 Overall 7. Was the quality and flavor of the food satisfactory? Yes 5/5 8. Were items at the appropriate temperature? (Cold food served cold / hot food served hot) Yes 5/5 9. Were serving baskets clean and free of grease? Yes 2/2 Overview ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ Cleanliness & Atmosphere 100.00% (35 of 35) 1. Was the entrance area well lit and were all signs illuminated? (after dark) Yes 2/2 2. Were entrance doors and glass clean and free of excess smudges? Yes 2/2 3. Were the lobby and dining room floors clean and free of litter? Yes 4/4 4. Was the music volume at a comfortable level? Yes 3/3 5. Was the temperature comfortable in the dining room? Yes 3/3 6. Were the menus neat, clean and free of greasy smudges and food smears? Yes 4/4 7. Was your table clean? Yes 5/5 Salt & pepper shakers, condiment bottles, and table top marketing materials 8. Were all vacated tables cleared within five minutes? Yes 2/2 9. Were any employees observed using a cell phone at any time during your visit? No 2/2 Whether for texting or phone calls Restrooms 10. Were both restrooms in working order and available to guests? Yes 4/4 11. Was the restroom clean, orderly, and properly supplied? Yes 4/4 Overview ___________________________________________________________________________________________ ___________________________________________________________________________________________

revised 1.1.07 revised 1.1.07 100 Days Out Immediately upon signing your lease, place a NOW HIRING sign in the window of your restaurant. A brief description of the operation would be helpful as well. This sign will serve mainly as a teaser this far away from opening, but may introduce you to some potential key employees. Each new store opening will need approximately 60 - 78 new hires depending on the size of your store. Our minimum staffing requirements for opening are: • 1 host per shift • 1 server for every 12 seats per shift • 4 bartenders each shift • 7-8 kitchen employees per shift While this number may sound unreasonably high, keep in mind that many will quit, and others you may need to terminate. Having additional employees gives you the luxury of being able to keep the best and the sharpest employees without having to compromise to keep your doors open. 45 Days Out Begin to plot out how and where to spend your advertising dollars. Simply placing an ad in the local newspaper may not be the best venue for your recruiting. Talk to local restaurant employees. Check local weekly magazines that are geared to culture and music. Restaurant employees tend to read these periodicals more often than traditional newspapers. Seek out local college campuses, high school guidance offices, local culinary and vo-tech schools. Call your local town government to see if they provide job placement assistance for Senior Citizens, Veterans, or Women in Transition. Once you have decided where your ads will go, speak with Bob Wright to layout a marketing plan. The plan should include classified type ads, flyers and even business card sized handouts you can leave on a table in a restaurant you dine at to solicit new hires. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: MANAGEMENT 1 STAFFING YOUR RESTAURANT A Timeline for Success

revised 1.1.07 revised 1.1.07 Begin placing your ads around town. Set up a phone number that people can call for information. A recording should be made that includes times that someone will be available to speak to live, directions to the restaurant, including public transportation information as well as positions available. It is really not important to receive resumes from people in the restaurant field as they tend to be very transient and asking for one may simply turn them off. Be prepared to answer questions related to public transportation, hours of operation and salary. Create a job description for each position. Have this information readily available when interviewing. If you think about the position rather than the person sitting in front of you, you will find it easier to find people to fit into your needs. Remember, you are the owner and the boss – you are hiring employees that need to fit into your plans. Compromising from the pre-hire scenario never works out well for anyone. Basic job descriptions are as follows: Host/Hostess • Greet and seat customers with a pleasant personality. • Introduce the menu to the guest • Bus tables and maintain cleanliness in front of house as necessary • Provide accurate wait times when necessary • Answer phones if necessary • Strong customer service skills Candidate must be fluent in English and able to lift 10 lbs Server • Accurately take customer orders • Accurately input orders into the POS system • Be pleasant and courteous to our guests • Bus tables and maintain cleanliness in front of house • Carry food and drinks to tables • Using basic math skills to make correct change • Strong customer service skills © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: MANAGEMENT 2

revised 1.1.07 revised 1.1.07 Candidate must be fluent in English and able to lift 15 lbs Kitchen Staff • Accurately read orders from a computer print out • Prep food and clean as required • Understand basic safety policies in kitchen • Have the ability to follow rules and procedures Candidate must be fluent in English and able to lift 80 lbs Bar Staff • Accurately read orders from a computer print out • Understand basic food safety policies • Have the ability to follow rules and procedures • Have a good phone voice and be able to take phone orders and input information accurately into the POS • Use basic math skills to make correct change • Maintain a clean work environment • Have strong customer service skills Candidate must be fluent in English and able to lift 10 lbs Now that you have created your job descriptions, the next step is to determine what you will pay for these positions. To determine wages, check with the local labor dept to request a salary survey. This will give you an idea of what other restaurants are currently paying their staff. Be certain you are aware of minimum wage and laws regarding minors before you begin your search. In some instances, hiring minors may be more costly in the long run. Check to see if you receive any tax benefits for hiring Veterans as well. Always set a range for your wages and be prepared to offer high for people that spark your interest. Don’t simply go under the assumption that you can start someone low and raise their salary down the road – you may never get that opportunity. Traditionally, people in the restaurant industry go where they believe the grass is greener….spread the fertilizer thick in the beginning. You will thank yourself later. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: MANAGEMENT 3

revised 1.1.07 revised 1.1.07 Wage guidelines for you to consider are: • Host: $6.00 - $8.00 per hour • Servers: $2.13 per hour or whatever is mandated by local laws • Plus tips • Bartenders: $6.00 - $7.00 per hour • Plus a 1% tip out from servers split with all bar staff • Kitchen: $8.00 - $10.00 per hour doe • Dish: $6.00 - $7.00 per hour • Busser $6.00 - $7.00 per hour • Plus a 1% tip out from servers Shift leaders should receive an additional $1.00 per hour to assist with scheduling and monitoring shift ending responsibilities. These wages will vary from locale to locale – use them only as a guideline when setting your salaries. We recommend that employees be offered complimentary meals when working their shift. This meal should be eaten only during a preapproved break and may not be ordered to go. Meals should be eaten in a designated area of the restaurant. Employees should not be encouraged to come early to eat or to remain after their shift to eat their meal. Soft drinks may be consumed free of charge anytime throughout the shift as long as local health codes are followed regarding open drink containers in food prep areas. Employees may be offered a 10% discount on meals when not working to encourage them to bring friends and family into the restaurant. As you begin to receive phone calls regarding interest in your restaurant, schedule interviews as quickly as possible. Be flexible – restaurant employees work on a variety of schedules and may not be free to meet you between 10 and 1 each day. You may need to set some evening interviews as well to accommodate your candidate’s needs. When a candidate comes in for an interview, ask them to complete an application. Please remember Federal Law prohibits you from asking for photo ID or other documents that will disclose race, color, age or sexual preference. You may only ask for these documents when you have hired the candidate. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: MANAGEMENT 4

revised 1.1.07 revised 1.1.07 After the candidate has completed the application, sit them down in a comfortable environment and begin the interview process. Here are some suggested questions to ask…. 1. How did you decide to get into the restaurant business? 2. Where are you currently working now? 3. Why are you considering leaving your current job? 4. Tell me about an opportunity you had recently to soothe a disgruntled customer. 5. Tell me about a time a Manager upset you on the job? 6. What is your favorite restaurant to eat in socially and why? These questions may not seem overly relevant but if you take the time to listen their answers, you will be surprised just how much you can learn from them. Every candidate that comes through the door will begin to look the same to you. All of them will appear to be anxious to work – tell you that they never miss a shift and that they all want to be your best employee. By listening closely to how they answer these questions, you can better determine whether they have the right attitude for the job. Our concept requires people with a fun, casual attitude but who are serious at the same time about their work. Make notes about the candidate – but do not write on their application. Keep a log of who you meet and what you like and don’t like about them. Even note something about their clothes or their hair – anything that will help you to remember them two weeks from now. Most likely, these candidates are interviewing elsewhere and will accept the first position that comes along. Once you choose to hire someone, call and offer them the position. Give them the tentative opening date and the date we anticipate training to begin. Keep them posted if this changes. Many people who work in the restaurant industry cannot survive without a weekly paycheck. Do not intentionally mislead someone. Now that you have hired a candidate – put them to work finding additional employees. Offer a referral fee if they find someone you hire who stays for thirty days. Make the fee reasonable but not outrageous. Hopefully you will be paying out several of these referral fees in order to build a strong staff. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: MANAGEMENT 5

revised 1.1.07 revised 1.1.07 15 Days Out Interviewing should be a regular part of your daily activity at this point. If the response is slow, now is the time to react. Does the ad need to be refreshed or rewritten? Do you need to make additional contacts with local agencies. Do not wait until the last minute to evaluate the success of your advertising. 10 Days Out By this time, you should have hired 50% of your staff and hopefully, been able to identify some potential key employees. If your numbers are short, contact Bill Connery or John Zicari immediately to discuss your situation. Work with Bob Wright to further evaluate your campaign. 7 Days Out 75% of your staff should be hired. Begin to draft a schedule for each shift. This will give you an idea of exactly how many people you need to operate your restaurant. Bill Connery will work closely with you on this project. Maintain a card file for easy reference including employee’s name, personal contact information and availability. This will come in handy when you are short staffed and need to find someone quickly. 4 Days Out 100% of your staff should be hired. Training begins today. You will continue to interview and hire new candidates. This process should never end, even when your doors open to the public. Always be on the look out for talented new employees. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: MANAGEMENT 6

revised 1.1.07 revised 1.1.07 Section III – Management – Timeline for Success Hiring the right management and certifying them through our system is key to your success as well. CHEEBURGER CHEEBURGER provides two types of Basic Management Training programs that are tailored to your specific requirements and your staff’s previous experience in order to maintain the highest degree of product quality and customer service. Owner(s), a store manager and another designated individual such as a Kitchen Lead must attend a minimum 15-day training program. Depending on the franchisees level of involvement, a minimum of two operating managers and a kitchen lead must be certified by completing and successfully passing the 15 day training program prior to each new restaurant opening. The Operating Owner, Store manager and kitchen lead must be the initial Trainees. Following the 15 days of training, the participants must spend additional time at the discretion of the Director of Training in one of our existing stores to receive further hands on training. The duration of this training varies based on the individual’s experience and comprehension of our systems and procedures. The Director of Training may increase the length of training of any trainees based on performance or require past trainees to be re-certified if their location will open more than 6 months after their initial training. All stores operated by the franchisee must have a minimum of 2 certified Operating Managers prior to opening another location. © 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: MANAGEMENT 7

revised 1.1.07 revised 1.1.07 GUIDE TO INTERVIEWING

revised 1.1.07 revised 1.1.07 Contents A. Interviewing Guidelines 1. Always Be Interviewing 2. How to Spot a Good Candidate 3. Preparing for the Interview 4. The DO’s and DON’Ts of Interviewing. B. Interviewing Procedures 1. Interviewing Standards 2. Conducting the Interview 3. Six Characteristics Common to all Good Interview Questions C. Interviewing Forms 1. Screening Form 2. Interview Questions 3. Interview Rating Form 4. Reference Checking Form D. Position Descriptions E. Hourly Wage Guidelines and Benefits F. Legal Briefs 1. Understanding Employment Law Legislation 2. What You Can And Cannot Ask During An Interview. H. Hiring 1. Making the offer 2. New Hire paperwork 3. Orientation 4. New Hire Forms

revised 1.1.07 revised 1.1.07 A. INTERVIEWING GUIDELINES 1. Always Be Interviewing The key to a great staff is to always be interviewing. Keep a constant look out for candidates to replace any employees that are not performing to our standards or have a poor attitude. IMPORTANT! You should ALWAYS make time for an interested applicant. If an applicant happens to come in during a busy meal period, don’t send them away without giving them a few minutes of your time. Take 2-3 minutes to thank them for coming in, exchange phone numbers, and make plans for a later meeting. 2. How To Spot A Good Candidate Attributes Candidate Should Possess: Friendly, courteous and honest, with an outgoing and likable personality. A team player who has initiative and works well without supervision. Good organizational skills and able to handle more than one task at a time. Believes in “working clean” and would follow our standards and procedures. Clean appearance and appropriate dress. 3. Preparing For the Interview Review the job description, job specifications, required knowledge, skills, and abilities for the position. Review wage rate guideline and benefits. Review the candidate’s application/resume. You will want to ask questions that confirm the information listed on the resume and also to fill in gaps for information that is NOT listed. APPLICATION/RESUME WARNING FLAGS: Worked less than a year at several previous jobs. Applicant continuously blames management for the reason they left previous jobs. The application/resume is messy, incorrect or incomplete Gaps in the job history The employee doesn’t list previous supervisors as references. Set up the meeting in a location where the interview will not be interrupted. Request the staff to take messages if you receive any phone calls. 4. The DO'S and DON’TS Of Interviewing DO's DO CALL AT MINIMUM TWO REFERENCES. This is to be done without exception. Check their references even if they are not related to the restaurant field. Use the reference-checking sheet as a guide (See the reference checking form included in this manual). Request employment references if only personal references are listed. Note: AN EMPLOYEE’S PAST BEHAVIOR IS THE BEST PREDICTOR OF FUTURE BEHAVIOR.

revised 1.1.07 revised 1.1.07 DO HIRE APPLICANTS THAT ARE FRIENDLY AND OUTGOING and will be able to deliver our high level of guest service. DO HIRE APPLICANTS THAT CAN HANDLE STRESSFUL SITUATIONS and are able to handle multiple tasks at one time. DO FOLLOW THE INTERVIEW QUESTION GUIDE. It has questions that will unveil details you will need to know in order to decide if the candidate has the appropriate qualifications to be an asset to your team. It also provides structure to the interview. DO ASK OPEN-ENDED QUESTIONS like: “Tell me about…”, “How did you...”, “Describe…”. This will provide more detail and examples from past performance. DO LISTEN Let the applicant talk 80% of the time. DO INTERVIEW MORE THAN ONE CANDIDATE. DO READ THEIR RESUME AND/OR APPLICATION thoroughly before the interview and jot down questions you would like to ask for clarification. DO KNOW THE JOB QUALIFICATIONS Have a good understanding of the target skill, knowledge and abilities needed for the position. DO KEEP ALL APPLICATIONS ON FILE FOR ONE YEAR. IT’S THE LAW.

revised 1.1.07 revised 1.1.07 4. The DO'S and DON’TS Of Interviewing continued… DON'Ts DON’T ASK ILLEGAL QUESTIONS. It is illegal to ask questions that could be perceived to be judging the candidate on anything other than his or her qualifications to do the job. Be sure all of your questions directly relate to the job requirements for that position. NEVER ASK CANDIDATES ABOUT: Race Marital Status Sex Sexual Orientation Age National Origin Disability Religion Arrests EXAMPLES OF QUESTIONS YOU SHOULD NEVER ASK: Are you married? Do you have any children? Do you plan to have children? How old are you? Do you go to church on Sunday? What religion are you? Where were you born? What nationality are you? DON'T OVERTALK. Let the candidate do 80% of the talking. DON’T WRITE ON AN APPLICATION. If you need to make notes do so on a POST IT note. If you want to attach a separate piece of paper, use a paper clip, not a stapler. DON’T “LEAD” THE APPLICANT. Don’t fill in gaps or answer questions for them. DON’T MAKE THE APPLICANT WAIT. DON’T ASK QUESTIONS THAT ARE ACCUSATORY OR STRESSFUL. Ask HOW they did something, rather than WHY. Asking “why” can make an applicant defensive. DON’T ASK CLOSE-ENDED QUESTIONS That allows the candidate to answer in a “yes” or “no” answer, unless you are looking for a specific or definitive answer.

revised 1.1.07 revised 1.1.07 B. INTERVIEWING PROCEDURES 1. Conducting the Interview Thank the candidate for coming in and offer a beverage before you begin the interview. Be sure to smile and make eye contact to make them feel comfortable and sincerely welcome Put the applicant “at ease” before you begin the interview by engaging in casual small talk about the weather, finding parking, finding the location, etc. Limit it to 3 or 4 minutes. Let the applicant know how long the interview will take, what you will cover, and that they will have the opportunity to ask questions at the end of the interview. Follow the screening and interview question guides. Allow the applicant to talk 80% of the time. Ask questions that confirm the information listed on the application/ resume and also to fill in gaps for information that is not listed. If you need to ask additional questions for clarification, be sure your questions are LEGAL to ask (see the DO's and DON’TS of interviewing in the previous section). Be sure to observe the applicant’s style of dress and personal hygiene. Do they have a clean appearance? Would he/she be a good representative for us? At the end of the interview, ask the applicant if they have any questions. When all questions are answered: Thank them for coming in. Let them know when you will make your hiring decision. Let them know how and when you will get back to them. If you decide not to hire an applicant after interviewing him/her, always let them know with a short note in the mail or phone call. Never leave an applicant hanging. If you decide to hire an applicant, call to congratulate them on the position and let them know that you are excited to have them as part of your team! Give them a brief rundown on the following: First day schedule/ training schedule Orientation and Training procedures Uniform

revised 1.1.07 revised 1.1.07 Employee parking 2. Six Characteristics Common to all Good Interview Questions 1. They are criteria-based, and ask for the specific information that is directly related to the job at hand. 2. They ask for information about the candidate that can’t be read straight off the resume or application. 3. They allow the candidate to talk about his/her opinions, ideas or work style. 4. They don’t provide candidates with the “right” answer. 5. They are simple and straightforward. 6. They are asked of all candidates.

revised 1.1.07 revised 1.1.07 Applicant’s Name: ____________________ Interviewed by: ___________________ Date: _________ 1. Why do you want to leave your current position? (OR… Why did you leave your last job?) Y: Positive answers indicating that the applicant left on good terms. N: Left under adverse conditions or circumstances (fired, etc.). 2. What did you like about your last job? Y: People oriented statements; customer oriented; working with the public. N: Anything that indicates a lack of success in a fast-paced, customer-oriented environment. 3. What did you dislike about your last job? Y: Did not dislike anything. N: Anything that indicates a lack of success in a fast-paced, customer-oriented environment; disliked people-oriented atmosphere. 4. What you know about Cheeburger Cheeburger? Y: Knows something about Cheeburger Cheeburger; expresses positives about Cheeburger Cheeburger. N: No knowledge of Cheeburger Cheeburger; just another restaurant. 5. Tell me about your relationships with fellow employees. Y: Positive; team player. N: Didn’t get along. 6. If I asked your friends to describe you, what would they say? Y: Energetic, fun, friendly, crazy, cooperative. N: Introverted, lazy, disorganized, sloppy. 7. How many hours are you currently working? How many hours would you like to work? Y: Current hours are similar to the position available, hours wanted is the same as hours available. N: The applicant is not looking for more or less than the number of hours available with the current position. 8. Are there particular days or nights you cannot work? Y: None or occasional days or nights that applicant cannot work. N: The days applicant cannot work conflict with the position available. 9. Do you prefer days or nights? Why? Y: Able to fill the day or night slot available. N: Unable to work the slot available. 10. Do you have any QUESTIONS? 11. We will contact you by/ next interview will be: ___________________

revised 1.1.07 revised 1.1.07 Applicant’s Name: ____________________ Interviewed by: ___________________ Date: _________ EXPERIENCE 1. What kind of work did you do in your last job? Y: Specific responsibilities; customer/people oriented. N: No people-oriented experience. Can’t define job. 2. What are some of the reasons for leaving your last job? Y: Positive answers indicating that the applicant left on good terms. N: Left under adverse conditions or circumstances (fired, etc.). 3. What did you especially like about your last job? Y: People oriented statements; customer oriented; working with the public. N: Anything that indicates a lack of success in a fast-paced, customer-oriented environment. 4. What did you especially dislike about your last job? Y: Did not dislike anything. N: Anything that indicates a lack of success in a fast-paced, customer-oriented environment; disliked people-oriented atmosphere. 5. How did you and your manager get along in your last job? Y: Took supervision well; was a team player; liked manager. N: Sarcastic remarks about manager; did not like manager or company. 6. How fairly were you treated at your last job? Y: Positive answers; was treated well; liked it there. N: Things applicant did not like that would be similar to our company. 7. Tell me about an accomplishment that you are most proud of. Y: Has an example of something they are proud of. N: Did not have any accomplishments they are proud of; cannot think of any accomplishments. 8. What areas were you told you needed to work on in your last job? Y: Areas to work on were relatively minor. N: Areas to work on were major problems that are grounds for dismissal at Cheeburger Cheeburger, or involve negative character traits that are not easily changed: bad temper, sexual misconduct, insubordination, not following policy. 9. If I were to contact your former manager, what type of comments would I receive concerning your job performance? Whom would I contact? Name_____________ Number_____________ Y: Positives and strengths, i.e. dependable, cooperative, good performance, honest. N: Name of manager is different than that on application; would not want manager contacted.

revised 1.1.07 revised 1.1.07 VALUE SYSTEM/WORK ETHIC 1. Why do you think working at Cheeburger Cheeburger would be a good opportunity for you? Y: Like to work around or be with people; customer-oriented; love restaurants. N: Statements that indicate temporary employment, i.e. an in-between job. 2. What do you know about Cheeburger Cheeburger? Y: Knows something about Cheeburger Cheeburger; expresses positives about Cheeburger Cheeburger. N: No knowledge of Cheeburger; just another restaurant. 3. What are your 5-year goals? Y: Applicant has goals, is self-directed, responsible for success. N: No goals, appears to have no direction. 4. Who is the best/worst boss you ever worked for? What made them so? Y: Answers compatible with our style and standards. N: Answers not compatible with our style and standards. 5. What have you done that you are proud of? Y: Has accomplished things; takes pride in accomplishments. N: Cannot think of anything to be proud of. HOSPITALITY 1. What does it take to be successful in a restaurant position? Y: Understands the importance of customer service and teamwork. N: Has no idea. 2. In what situations is it appropriate to argue with a customer? Y: Never. N: Thinks there are circumstances. 3. Describe a customer problem you have had. How was it resolved? Y: Resolved appropriately; Positive about customer complaints. N: Did not resolve appropriately; negative about customer complaints. 4. Tell me about your relationships with your fellow employees? Y: Positive; team player. N: Didn’t get along. TEMPERAMENT/EMOTIONS 1. If I were to ask your friends to describe you, what would they say? Y: Energetic, fun, friendly, crazy, cooperative. N: Introverted, lazy, disorganized, sloppy. 2. What are some of the things that get on your nerves? Why? Y: Inferior work, rudeness. N: Answers that indicate they are hotheaded or overly emotional; working under pressure; happy people, customers

revised 1.1.07 revised 1.1.07 AVAILABILITY 1. Do you have a reliable means of transportation to get to work? Y: Applicant’s own means of transportation; transportation is not a problem. N: Must depend on someone else; unreliable transportation. 2. Why are you applying for a job at Cheeburger Cheeburger? Y: A sense of financial responsibility i.e. desires to make his/her own money. Thinks Cheeburger Cheeburger is a good place to work; likes working with people. N: Looking for temporary, short-term employment, a bill to pay. 3. Tell me how you feel about working evenings, weekends and holidays. Y: Able to work these days and evenings. Able to work at least one weekend per month. N: Cannot work weekends or holidays, or limited availability. 4. Are there particular days or nights you cannot work? Y: None or occasional days or nights that applicant cannot work. N: The days applicant cannot work conflict with the position available. 5. Do you prefer days or nights? Why? Y: Able to fill the day or night slot available. N: Unable to work the slot available.

revised 1.1.07 revised 1.1.07 RATE THE INTERVIEW (1 – 10) RATE Poor Excellent 1 2 3 4 5 6 7 8 9 10 Availability 1. Is the applicant flexible in terms of the times he/she can work? 2. Does the applicant’s availability fit the position? Notes: Rate: Experience 1. Is the applicant’s past experience helpful? Good track record? 2. Does the applicant like to be around people in a fast-paced environment? 3. Is the applicant positive about past experiences? Notes: Rate: Value System 1. Does the applicant seem to have a good work ethic? 2. Does the applicant seem honest? 3. Does the applicant seem dependable? 4. Is the applicant self-directed? 5. Does the applicant take pride in a job well done? Notes: Rate: Hospitality 1. Does the applicant understand the basics of good service and satisfying people? 2. Does the applicant have people and social skills? 3. Does the applicant appear to be an extrovert? Notes: Rate: Emotional Stability – Temperament 1. Is the applicant levelheaded? Can the applicant work effectively under pressure? 2. Will the applicant respond effectively to direct supervision? Notes: Rate:

revised 1.1.07 revised 1.1.07 Speaking Skills 1. Can you understand the applicant thoroughly? 2. Does the applicant speak clearly? Notes: Rate: Interpersonal Skills 1. Does the applicant have the ability to be a team player and get along with others? Notes: Rate: Enthusiasm 1. Does the applicant sound enthusiastic about the job? 2. Does the applicant smile often? 3. Did the applicant have a positive outlook? 4. Would you enjoy working with the applicant? Notes: Rate: Image 1. Does the applicant present himself/herself well? 2. Does the applicant have a good image? Can you visualize this applicant serving our customers or working at our restaurant? 3. Does the applicant look alert? Positive? Move briskly? 4. Does the applicant look at you when answering questions? 5. Does the applicant seem comfortable with his or her skills and abilities? Notes: Rate: Total points divided by 10 = ___________________ RATE Poor Excellent Recommended ___________________ 1 2 3 4 5 6 7 8 9 10 Not Recommended ___________________ REFERENCE CHECKING GUIDE Hello, I’d like to speak to _____. My name is ______. I am with_____________. We are currently considering ______ for a position in one of our restaurants and I would like to ask you a few questions. 1. ______ tells us that he/she was employed by your company from ____ until _____. Is this correct? 2. What were his/her job title and primary responsibilities? 3. How did he/she interact with customers? 4. Would you say that he/she was considered a reliable and dependable employee? 5. How was he/she under stress? 6. How was his/her energy level compared to others? 7. How did he/she get along with co-workers and management? 8. Was he/she honest with a high level of integrity? 9. If the situation occurred, would you rehire him/her?

revised 1.1.07 revised 1.1.07 That is all the questions I have. Thank you very much for taking the time to talk to me. FIRST REFERENCE Name and Title ____________________________________________________ Telephone number _____________________________________________________ RECOMMENDED _______________ NOT RECOMMENDED ______________ SECOND REFERENCE Name and Title ____________________________________________________ Telephone number _____________________________________________________ RECOMMENDED _______________ NOT RECOMMENDED ______________ THIRD REFERENCE Name and Title ____________________________________________________ Telephone number _____________________________________________________ RECOMMENDED _______________ NOT RECOMMENDED ______________

revised 1.1.07 revised 1.1.07 D. INTRODUCTION TO POSITION DESCRIPTIONS As a manager, one of your most important duties is to ensure that your employees are doing their work the right way. To achieve this goal, we have positions descriptions to provide guidance and direction to an employee and the manager about what tasks, behaviors and results are expected from the company. Position descriptions serve to provide the clarification of one’s major job responsibilities to help us communicate our expectations. E. WAGE GUIDELINES AND BENEFITS Cheeburger Cheeburger has wage guidelines for hourly employees. The majority of all new hires will be paid within these guidelines. There are times, however, that warrant offering hourly wages higher than those listed: i.e. difficulty to staff the store due limited bus access. In cases like this, it may be necessary to pay a highly hourly wage. Any job offer or increase outside of these guidelines must first be cleared with the GM. F. LEGAL BRIEFS 1. Understanding Employment Law Legislation There are a number of laws and regulations in place to ensure job applicants are treated fairly. The main forms of discrimination are categorized as follows: Races and Color Discrimination There are two types of discrimination. Blatant discrimination, such as implementing policies against particular people, has almost disappeared. Subtle forms of discrimination are much more prevalent. Subtle forms of discrimination include things like: unrealistic performance requirements biased testing, policies that indirectly prohibit certain applicants from applying for jobs (such as a college degree for a janitorial work, etc). To avoid liability, companies need to show comparable numbers of minority and non-minority workers, or show why numerical equality is not possible. Religious Discrimination Companies must, by law, try to accommodate the religious practices of their employees, as long as that accommodation does not create unnecessary hardship on the company itself. Companies are prohibited from making their employees choose between employment opportunities and their primary religious principles. Sex Discrimination Companies may not discriminate against men or women based on their gender unless they can show why it is necessary for them to do so. Companies may not make assumptions regarding what either sex may or may not be able to do. For example, an individual could not refuse to place a woman in a position because the work is physically demanding, dirty, or “improper”.

revised 1.1.07 revised 1.1.07 Sexual Orientation Discrimination Requirements of other equal employment regulations apply to individuals regardless of their sexual orientation. Homosexual workers cannot be evaluated or terminated due to anything other than sound business-related reasons. Age Discrimination Legislation protects applicants against age discrimination at all phases of the employment process. Discrimination of Disabled Persons The Americans With Disabilities Act (ADA) places restrictions on what kind of questions an interviewer may ask disabled candidates, but also requires prospective employers to try to accommodate a candidate whose only disqualification is the ability to perform the task the same way is has been traditionally been completed. 2. What you CANNOT ask during an interview Do you own or rent your own home? Where do you live? How long have you lived there? How old are you? What’s your date of birth? Are you between 18-24? How tall are you? How much do you weigh? Of what country are you a citizen? Where were you/ your parents born? What is your nationality? What is your marital status? Do you have any children? Have you ever been arrested? Is there anything in your religious belief that would prevent you from working on a Saturday or Sunday? Do you have disabilities? What is your native language? How did you learn a foreign language? What clubs or organizations do you belong to? Are you a high school/college graduate

revised 1.1.07 revised 1.1.07 Question 1. What qualities do you need to provide great guest service? 2. What recent accomplishment do you take great pride in? 3. What would your previous employers say about your work? 4. What was the biggest mistake you’ve made at work? What did you learn from it? 5. Name your three favorite restaurants and describe why you like them. 6. If a customer became very angry about an incorrect order, how would you handle the situation? 7. Why did you decide to apply for a job here? 8. Do you work independently or as part of a team? Why? Positive (+) Response Must like people, work hard, do more than expected, etc. Points _____________ Specific advancement toward goal Points _____________ Hard worker, dependable, ideal employee, etc. Points _____________ Specific answer and positive that they learned Points _____________ Specifics mentioned along with answers such as great service, great food, etc. Points _____________ Make the customer happy, replace order and/or refund money, get manager involved, etc. Points _____________ I eat here a lot, seems like good place to work, etc. Points __________ Listen to answer and use own judgment Points ______________ Negative (-) Response Be nice Points ______________ Doesn’t have any specific goals Points ______________ I did a good job. Points ______________ Can’t think of answer or inadequate answer Points ______________ Can’t answer or silly answers Points ______________ Don’t know or belligerent answer Points ______________ I need a job, I couldn’t find anything else, etc. Points ______________ Listen to answer and use own judgment Points ______________

revised 1.1.07 revised 1.1.07 9. Describe the best boss you’ve worked for. 10. Tell me a little bit about yourself. Fun, great to work with, treated employees well, great personality, etc. Points ______________ Outgoing, fun, loves people, smiles a lot, involved in hobbies or activities, etc. Points ______________ Has never worked for a good boss, describes problems he/she had, etc. Points ______________ I don’t know or doesn’t answer question with positives that fit those of a team player and person with great attitude. Points ______________

revised 1.1.07 revised 1.1.07 ♦ 2.13 Sexual Harassment Cheeburger Cheeburger Restaurants is committed to maintaining a work environment in which all individuals are treated with respect and dignity, and which promotes equal employment opportunities. The work environment must be free of unlawful discrimination and harassment. At Cheeburger Cheeburger Restaurants, sexual harassment, whether verbal, physical, or visual, is unacceptable and will not be tolerated. This is true whether the harassment is by a supervisor, co-worker, vendor, or customer. You as an employee will be required to acknowledge that you have received and read a copy of Cheeburger Cheeburger Restaurant’s Sexual Harassment Policy. Cheeburger Cheeburger Restaurant’s Sexual Harassment Policy has been developed to ensure that all of its employees work in an environment free from sexual harassment. Should you have any questions concerning the Policy, please direct them to the Human Resources Department. ♦ 2.14 Non-Dating Policy Cheeburger Cheeburger Restaurants does not permit employees to date other employees within the same supervisory chain of command. Cheeburger Cheeburger Restaurants Policy Regarding Employee Behavior Common sense and basic values are usually a reliable guide as to what is unacceptable behavior in a service industry. The following are examples of prohibited actions that can be expected to result in disciplinary actions up to and including discharge. This list is intended to be representative of the type of activities which may result in disciplinary action. The list is not intended to be comprehensive and does not alter the ‘employmentat-will relationship’ between the employee and Cheeburger Cheeburger Restaurants. Cheeburger Cheeburger Restaurants reserves the right to immediately discharge any employee for reasons it believes to be appropriate with, or without cause, and without notice. Depending upon the severity of the action discipline may result in a verbal reprimand, a written reprimand, suspension without pay, or discharge. • Sexual harassment or any other form of harassment towards an employee, customer, vendor or any other individual associated with Cheeburger Cheeburger Restaurants. • Theft or willful destruction of property belonging to an employee, customer or the company. • Gross acts of insubordination or refusal to do assigned work. • Falsifying time records (“milking the clock”), falsifying reports or falsifying employee records. • Alcohol or drug use resulting in reporting in an impaired state, or conviction of sale or possession of a controlled substance.

revised 1.1.07 revised 1.1.07 • Failing to report to work without following proper procedure. • Intentional violation of safety rules or standards. • Unauthorized use of company equipment. • Sleeping while on duty. • Walking off the job (job abandonment). • Fighting or attempting bodily injury to others. • Being discourteous to a customer, employee or manager - using profane or obscene gestures or language. • Violating any company rules, regulations or policies and procedures. • Improper cash handling, drawer shortage or soliciting of tips. • Being disloyal to Cheeburger Cheeburger Restaurants in actions or conversation. • Smoking, eating, drinking in prohibited areas. • Unsatisfactory job performance. • Failure to report accidents or incidents immediately. • Conducting personal business on company time. • Failure to maintain appropriate professional standard of dress or personal hygiene. • Refusal to work with, or for, any individual suspected of or diagnosed with the HIV infection, including the AIDS virus. Cheeburger Cheeburger Restaurants reserves the right to immediately discharge any employee for reasons that management believes to be appropriate with or without cause and without notice.

revised 1.1.07 revised 1.1.07 Section IV. Employee Training

TRAINER’S MANUAL

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL TABLE OF CONTENTS TRAINING DAYS SCHEDULE FRONT OF HOUSE DAY 1: ORIENTATION FOOD SAFETY MENU CLASS WITH AND W/O BACK OF HOUSE ORDER PAD INSTRUCTION ORDER TAKING PROCEDURES ORDER TAKING ROLE PLAY FRONT OF HOUSE DAY 2: SHAKES AND SPECIALTY DRINKS CLASS KITCHEN TOUR DISHMACHINE OPERATION MENU REVIEW/ SERVER BANKING POS TRAINING ORDER TAKING AND ORDER ENTRY FOOD PICKUP AND RUNNING FOOD DEMONSTRATION BUSSING TRAINING ADDITIONAL POS BUTTON PUSHING FRONT OF HOUSE DAY 3: ORAL MENU EXAM AND REVIEW HOST SPEECH AND DUTIES POUNDER SPEECH SERVER BOOK AND APRON SET UP BARTENDERS PRODUCE SHAKE ORDERS ORDER TAKING OF TRAINERS POS ORDER ENTRY CHOOSE FRIENDS AND FAMILY STAFF FRONT OF HOUSE DAY 4: FRIENDS AND FAMILY GUESTS SERVED FROM 12 TO 3PM AND 5 TO 8PM STAFF SCHEDULED FROM 11 TO 4PM AND 4 TO 9PM

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL TABLE OF CONTENTS CONTINUED: BACK OF HOUSE DAY 1: ORIENTATION FOOD SAFETY MENU CLASS PREP CLASS PREP WORK CLEAN UP BACK OF HOUSE DAY 2: HACCP INTRODUCTION GRILL COOKING FRYER COOKING SET UP INTRODUCTION COOKING ORDERS BACK OF HOUSE DAY 3: SPECIALTY SANDWICHES AND SALAD PRODUCTION ORDER COOKING PREP FOR FRIENDS AND FAMILY CHOOSE FRIENDS AND FAMILY STAFF CLEAN UP BACK OF HOUSE DAY 4: FRIENDS AND FAMILY GUESTS SERVED FROM 12 TO 3PM AND 5 TO 8PM STAFF SCHEDULED FROM 11 TO 4PM AND 4 TO 9PM

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL TRAINING DAYS SCHEDULE DAY ONE: 11 AM TO 3 PM AND 4 PM TO 8 PM DAY TWO AND DAY THREE: 9:30 AM -1:00 PM 1:30 PM - 5:00 PM 5:30 PM - 9:00 PM DAY FOUR: FRIENDS AND FAMILY GUEST SERVED FROM 12 TO 3 PM AND 5 TO 8PM STAFF SCHEDULED FROM 11 TO 4 PM AND 4 TO 9PM

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL DAY ONE WELCOME Training will begin with all employees together for the initial period. Everyone should have name tags. This includes the training staff and ownership. The owner or manager will start by welcoming everyone and thanking them for being a part of the opening team. Explain the excitement involved with opening a restaurant for the first time and share the pride they will feel when they serve their first guest. The owner will introduce the manager, trainers and anyone else of any importance. Ownership should cover the schedule for the training days, the weekly schedule, sick days, paydays, request for days off, and employee meals. Explain the Cheeburger Cheeburger uniform for the front of the house and back of the house. Our uniforms consists of a Cheeburger t-shirt, black or khaki pants with belt, socks, and rubber soled shoes. Bartenders must wear Cheeburger ball caps and an apron. The kitchen uniform consists of a Cheeburger t-shirt and ball cap and dark pants (no shorts or frayed hems, baggy jeans or excessive zippers and pockets). Non-slip shoes are required. A member of the training team will then take over. First discuss the importance of teamwork. We work as a team in our restaurant. Everyone should be covering everyone else. While you each have a table assignment – it’s everyone’s responsibility to service our guests. Our concept is all about the experience.

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL We believe that to properly experience our restaurant, our guests should be served a great burger, a hot order of fries and rings basket and a frozen milkshake. The music, the ambiance, and the smiles round out the experience for our guests. Discuss the benefits of training, Consistency and accuracy. There is only one way to do things in our restaurant – the Cheeburger way. Explain this to them so that the message is clear – there are probably hundreds of ways to accomplish the same goal. We are only interested in the Cheeburger way. Discuss the history of the company. Our first restaurant opened in Sanibel Island, FL in December of 1986. Discuss our growth and the importance of being part of a chain concept. HACCP/Food Safety Training 30 minutes Training will be in the form of a classroom setting and will be taught by a certified Food Manager. The course is based on the ServSafe Certification Program and is available from the National Restaurant Association. The course will cover the following areas as they pertain to Cheeburger Cheeburger. What is a Foodbourne Illness? A foodbourne illness is an illness transmitted to people through food. Most foodbourne illnesses are caused by microorganisms. Micro-organisms are tiny forms of life that are so small you can’t see, taste or smell them. They include bacteria, viruses, parasites and fungi

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL How Foods Become Unsafe Time and Temperature Abuse (temperature danger zone is 41 degrees to 140 degrees for four hours) Cross Contamination Poor Personal Hygiene Improper Cleaning and Sanitizing Proper Hygiene Starts At Home Showering or Bathing daily BEFORE coming to work. Trimming and Cleaning Your Fingernails No Nail Polish or False Nails No Jewelry, including Watches Wearing clean Uniforms and Hair Restraints Reporting illnesses to your Manager immediately Proper Handwashing After you use the restroom Before and After you handle raw food After you touch your face, hair or body After you smoke, eat, drink or chew gum After you use chemicals After you take out the trash After you clear tables or bus dishes After you touch your clothes or apron After you touch anything that will contaminate you Steps for Proper Handwashing Wet your hands with running hot water Apply soap Scrub hands and arms for 20 seconds- clean nails Rinse under running water Dry with single use paper towel Keep towel in your hand and use it to turn off faucet, and open bathroom door.

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Purchasing, Receiving & Storing Check product temperatures when accepting delivery Check packaging for leaks or cracks FIFO Store products six inches off the floor and away from walls Four Methods for Thawing Food Refrigerator Cold Running Water Microwave (if eating immediately) Cooking Proper Ways to Serve Food Glassware Straws Plates Baskets and Trays Cleaning vs Sanitizing Cleaning removes dirt – sanitizing removes bacteria 3 Compartment Sink Step 1: Scrape and Soak all items Step 2: Wash items in first sink with detergent and hot water Step 3: Rinse items in second sink with clean water Step 4: Immerse items in third sink with sanitizer Step 5: Air Dry Pest Control Inspect incoming shipments Inspect the premises Deny food and shelter Use approved extermination methods

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Major Foodbourne Illnesses caused by Bacteria Botulism – canned foods E. COLI 0157:H7 EHEC - ground beef STAPH POISONING – unwashed produce SALMONELLA – undercooked chicken HEPATITIS A – improper handwashing – transmitting human fecal matter through raw food products such as fruit, salad and juices. BREAK 30 minutes Use this break time for completing employment paperwork, distributing uniforms, etc… MENU ORIENTATION Distribute a To Go Menu to each employee and ask them to use it as a tool as you review the menu. They should be asked to take the menu home as well in order to better familiarize themselves with it. Discuss each of our menu items and how they are prepared so the front of the house can explain them to customers. Discuss how our food is cooked to order and all of our food products are freshly prepared in our kitchens. Begin with our burgers. Our burgers are hand rolled in the store and made from fresh never frozen all natural ground chuck. “Natural” indicates that our beef contains no steroids, hormones and was fed only a diet of corn and grains. It’s the best quality beef for preparing hamburger. Its fat content makes our burgers juicy and tasty. We don’t season our burgers. We cook them on a flat top grill and serve them hot with a choice of cheese and toppings as indicated on the menu.

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL The weights of the burgers indicated in the menu are before cooking. Our “Famous Pounder” is actually 20 ounces before cooking as opposed to 16 ounces. It may cook down the 17 or 18 ounces, giving the customers more value for their dollar. “BIG IS BETTER” Go down the list of burgers discussing the names and weights of each burger. It’s very important the servers know the three different ways a customer can refer to each burger. List the cheeses available, stressing to the servers the need to know all of them. Then discuss our topping program. We have approximately 20 free toppings to choose from. The customer can have as many as they want!! Employees also need to know what consists of “The Works.” We also offer specialty toppings for an additional charge. List them and explain the benefit of up selling these items. Servers should offer these items to customers by listing them, not referring to them as “our specialty toppings.” All of our sandwiches can also be served on a kaiser roll, wheat bun, white bread, rye bread or white or wheat wrap. A burger takes 10 or more minutes to cook. This is important to know as we do not pre cook any of our menu items. We are a casual dining restaurant, not a fast service restaurant. Burgers are cooked to Medium (155 degrees), Medium Well (160 degrees) and Well (165 degrees). For the safety of our guests we do not serve Rare or Medium Rare burgers. This is a company policy and there will be NO EXCEPTIONS. We do not describe the color of the burger as it relates to temp – only the cook temps.

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL For those looking for an alternative to a burger, we offer the BUILD YOUR OWN SALAD. The customer begins with a 12” bowl filled with chopped romaine and mixed greens. The mixed greens are comprised of endive, radicchio and assorted greens. Guests can choose as many salad toppings as they want to create their own salad. In addition we offer a choice of proteins; grilled chicken, fried chicken, veggie burger, ground beef burger, turkey, salmon, Portobello mushroom to make the salad a complete meal. There’s a charge for each protein selected. A side salad is also offered. It comes standard with shredded jack and cheddar cheese, grape tomatoes, chopped black olives and croutons with their choice of dressing. Additional toppings may be added for a charge. In addition to our burgers, we serve a selection of specialty sandwiches and platters. Go through the list of sandwiches describing each recipe. It is very important the staff understands the differences between a “melt” and a “sandwich.” This often causes confusion at openings. The more it is repeated and reviewed the less the confusion. Also explain the Portobello mushroom sandwich and melt are veggie sandwiches. Servers must ask the customer if they would like mayo on their BLT. Our best value is a platter. Guests choose a protein, side of fries or rings, sautéed onions, and a side salad or cole slaw for a reduced price. Platters may be served with or without a bun. No meal at Cheeburger Cheeburger is complete without fries and rings. We hand cut our potatoes into our famous fries each day. The potatoes that are cut today are cured in water for several days to draw out the sugar and starch. After curing, they are blanched the morning they will be served and then cooked to order for a crispy fry.

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Our onion rings are hand cut in the store and then dipped in batter when the customer orders them. They are served hot and crisp. We do not use heat lamps to hold our fries and rings. FRIES AND RINGS BASKET – a delicious combination of French fries and onion rings. Discuss the portions of our sides and how important this information is to share with our guests. Small Fries or Rings serves 1-2 Medium Fries or Rings serve 2-3 Large Fries or Rings serve 3-4 Small Best of Both serves 1-2 Medium Best of Both serves 2-3 Large Best of Both serves 4 or more Additional fried items include Sweet Potato Fries Fried Mushrooms Fried Pickles We also offer a hot melted cheese sauce and an assortment of signature sauces to complement the fries and rings. These provide a great opportunity for another up sell. Servers should ask each table if they would like to add sauces to enjoy with their side items. No one should leave our restaurant without tasting one of our delicious, hand dipped milk shakes. We exclusively use Dreyer’s/Edy’s Grand Gourmet ice cream. Discuss the concept of an “original” shake and a “half” shake and how the original shake is our standard size.

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Each of our stores offers 100 or more flavors and we encourage our guests and our staff to be creative and concoct your own combination of flavors. With all of the flavors combined, we promote over one million different shake combinations. The menu also includes fountain favorites such as egg creams, floats, ice cream sodas, soft drinks, ice cream sundaes, banana splits and our specialty drink – the shake a soda. We also offer 4 signature desserts – the Oreo Mousse Mountain and the Waffle Sundae, a chocolate lava cake and NY CheeCake. Please review these items with the staff. Q&A 15 minutes BREAK 15 minutes It is at this time, that we will break everyone up into their appropriate positions – Front of House and Back of House ORDER TAKING Begin by distributing order pads to each employee. Explain how to use the order pad. Go through line by line teaching them what each initial stands for. Allow them to try and come up with the answers, this will aid in recollection. At Cheeburger Cheeburger we take the entire order at once. To accomplish this without upsetting our guests, it’s important to watch them closely, and approach the table when they appear ready to place their order. Do NOT wait until the last possible minute to approach the table. If a server is to error it should be on the side of approaching the table too soon, not too late.

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL As you approach the table, greet the guests by welcoming them to the restaurant and telling them your name. Ask if they are ready to order. If not, say, “Take your time and I will be right back.” Do not take their drink order at this time. By doing this, we avoid the typical question of, “what would you like to drink” – which opens the door for the guest to say, water, soda or anything else. If they are ready to order, begin by asking the first guest, “What size burger would you like?” Our concept is all about the experience. We believe that to properly experience our restaurant, our guests should be served a great burger, a hot order of fries and rings basket and a frozen milkshake. The music, the ambiance, and the smiles round out the experience for our guests. Use the pivot point system when taking the orders. This means that you stand facing the table and you begin with the guest to your immediate left. This is position one. You then work clockwise around the table using a different section of your order sheet for each guest. Set up a four top and physically demonstrate how we go around the table and how it correlates to the boxes on the order pad. To provide good customer service, always take the female guests orders first. But…..enter the order into the appropriate seat number rather than making her number one. If the order is taken correctly, it can be delivered correctly by anyone on the team. This is crucial, as we don’t like to “auction off” our food. As you take the guests order, ask them “would you like your burger cooked medium, medium well or well done.” Then read them the list of cheeses we offer, making note of their selection. Then ask which toppings they would like and point to our topping list. Be sure to echo back their requests as they are placing their order to prevent you from having to repeat the entire order at the end of the process.

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Be sure to ask if they would like lettuce, tomato, pickle, onion and mayo on their burger. Suggest bacon, sautéed onions and mushrooms as well. As you’re taking each order, echo back what the guest has asked for. Offer them a side and suggest a cheese sauce and or a dipping sauce to compliment their choice. It’s now time to take the drink order. Do not ask, “What can I get you to drink?” Do ask, “What flavor shake would you like today?” Obviously, the guest is welcome to order whatever beverage they would like. It is important, however, to make the suggestion of a milkshake. Do not automatically offer water with a shake or specialty drink. After you have taken everyone’s order, review the sides they have requested to ensure the table receives the proper portion. If necessary, down-sell the side items to maintain the perceived value of our products. For example, if everyone at the table has ordered a side of fries, suggest that they may want to consider a full Best of Both basket thereby being able to sample our delicious onion rings and fries and saving a great deal of money. Once you have made the down sell, suggest the dipping sauces and cheese to complete their order. When you have taken everyone’s order, gather the menus, thank them and inform them you will be right back with their shakes and drinks. Encourage them to play with our trivia cards located on their table while they wait. Don’t forget to take the menus. IMMEDIATELY, go to the POS and enter your order. The longer it takes you to enter the order, the longer it takes for the kitchen to get the food to the table. When entering the information into the POS, enter your entrée’s first in the order it was taken. The way you place the order dictates how it comes out of the kitchen. Enter your sides next and then enter each beverage and milkshake.

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Double check your order against your sheet and then hit print. Prepare your sodas. Then go to the bar to pick up your shakes, OR go to your next table to take their order. DINING ROOM ROLE PLAYING Allow the servers to wait on each other. Do the table speeches, up sells, order taking etc. Observe the employees correct mistakes immediately and point out when employees are doing an exceptional job. The staff should reset the dining room for the next group. After each session the dining room should look as though guests could be served. Give the staff their schedule for the next two days. Answer any questions they have.

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL DAY ONE BACK OF HOUSE TRAINING FOOD PREPARATION 2 hours Meatballs Discuss portions, labeling, dating and rotating Discuss food safety Gloves Clean/Sanitized Surfaces Meat kept on ice while working Potatoes Discuss product rotation and labeling containers 7-10 days in dry store 2-3 days cured in cold water Discuss Potato Witch Proper use Cleaning Onions Discuss slicer safety and cleaning procedures Discuss labeling, dating and rotating Discuss proper cuts for rings Queen Stuffed Olives Discuss proper procedures Tomatoes Discuss slicer safety and cleaning procedures Discuss labeling, dating and rotating Line Set Up Discuss proper set up of cold table Discuss product rotation and under counter storage Seasoning mix Discuss proper procedures for seasoning fries

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL Dish Machine/Chemical Program Where and how to store chemicals How to use chemical dispensers How to operate dish machine and 3 compartment sink Clean up. Wipe down equipment, sweep, mop and do all dishes. Send the crew home and get ready for the next session. Make sure the kitchen crew checks in with their manager before they leave. They must also know their schedule’s for the remainder of the training days. Note: Schedule a time for the managers to go through their POS training with the installer from POS. The managers must be trained in basic order entry and ready to train their staff before day two’s training session.

COPYRIGHT 2004 CHEEBURGER CHEEBURGER RESTAURANTS, INC. FORT MYERS, FL DAY TWO Sessions: 10:30 to 1:30, 2:00 to 5:00, and 5:30 to 8:30 FRONT OF HOUSE TRAINING Start with a quick review of the menu and order taking procedures. MILKSHAKES, DESSERTS AND SPECIALTY DRINK PREPARATION Bring the entire front of house group into the bar area and demonstrate how to make the following: Milkshakes, Shake a Sodas, Root Beer Floats, Ice Cream Sodas, Egg Creams, Cherry Soda, Vanilla Soda, Chocolate Soda. All desserts Discuss the following; Variety of flavors and recipes for all products Proper scooping, Weighing, Presentation and Prepping of Milkshakes Side of soft drink with the floats in plastic kids cup Two straws in every drink that comes from the bar except Egg creams. Allow each employee to make a shake. Keep the designated bartenders in the bar area. Allow them to make shakes for the remaining time in the session. Kitchen Tour/ Dish machine operation As a group of servers completes making a milkshake bring them back into the kitchen and give them a general tour. Highlight where products are kept and the location of the walk in cooler/ freezer.