Handbook Knowledge

Question 1

Matū’s Purpose

the ultimate reason why we exist. It is our highest aspiration. It provides direction and meaning to everything we do.

Answer 1

Reconnecting people to the joy and benefit of eating beef.

Question 2

Unpacking the purpose:

What do we mean by “reconnect” ?

Answer 2

• In the pursuit of “marbling” and higher “grades” and higher profits, the beef industry has really ruined beef.
• Restaurants have responded with a myriad of ways to “bring out the best” in beef (butters, fancy seasonings, fancy aging, etc.)
• Together with our friends at First Light we have gotten back to the very basics and it’s wonderful. Great beef, raised right, cooked with salt, pepper and heat = Insanely Great.

Question 3

Unpacking the purpose:

What do we mean by “joy and benefit” of eating beef

Answer 3

• A great piece of beef cooked right is a “wow” bite. (delicious)
• There is not much more of a “wow” bite out there than a delicious bite of steak.
• Not only is our beef delicious, it’s much better for you
• It has the highest ratio of omega-3’s to omega-6’s of any beef, making it among the most heart healthy proteins available and it’s also among the most nutrient dense.
• It is part of a healthful diet and can leave you feeling great after a meal.
• Our beef doesn’t have environmental issues common to today’s beef.
• Our animals are raised with the utmost humane and ethical standards.

Question 4

Service Principles

Answer 4

1. The Standard
2. Hospitality
3. Knowledge
4. Professionalism
5. Awareness
6. Sense of Urgency

Question 5

Service Priorities

Answer 5

1. Delivery of Food
2. Delivery of Beverages
3. Guest Requests
4. Welcome Guests
5. Adhereing to Time Standards
6. Sidework/Manicuring

Question 6

Service Principles

The Standard

in depth explanation

Answer 6

• The standard is the standard
• Having integrity in everything we do
• Hold yourself accountable

Question 7

Service Principles

Hospitality

in depth explanation

Answer 7

• Passion and desire to always put the guest first
• Be genuine and sincere; treat others as if they are in your home
• Smile effortlessly and exude a positive attitude
• Anticipate guest needs; always be one step ahead

Question 8

Service Principles

Knowledge

in depth explanation

Answer 8

• Knowledge = Confidence; menu, beverage and details
• Have eagerness to expand your knowledge; be a sponge
• Always be eager to use an opportunity to learn
• If you do not know the answer to something, always ask

Question 9

Service Principles

Professionalism

in depth explanation

Answer 9

• Be aware of your demeanor and emotional control; if you are frazzled, you will look unprofessional
• Speak clearly to guests and team mates with appropriate language
• Absolutely avoiding gossip about internal issues
• Guest perception is our reality: Ensure your attire and presentation look the part. You are always on stage whether in front of a guest or not

Question 10

Service Principles

Awareness

in depth explanation

Answer 10

• Be aware of your surroundings at all times
• Proactively anticipate and plan for future needs
• Lending a helping hand to your teammates when possible
• Communicating when you need assistance; Never be afraid to ask for help

Question 11

Service Principles

Sense of Urgency

in depth explanation

Answer 11

• Move with purpose and efficiency
• Speed impresses
• Sticking to our timelines

Question 12

Service Priorities

Delivery of Food + Beverages

in depth explanation

Answer 12

• This has priority over any other task. Period. We structure our entire system so that the guest can get the best possible bite and the speed in which food is delivered is critical to making this happen. Failing to do so would result in our guests experiencing a lesser product.
• Aside from food to be run, when a beverage is prepared, it must be delivered with the same level of urgency.

Question 13

Service Priorities

Guest Requests + Welcome Guests

in depth explanation

Answer 13

• When a guest requests an item that is required to continue their dining experience (water, utensil, condiment), deliver that item immediately. Speed and urgency impresses.
• The host stand can be a busy area of the restaurant and the Lead Host can be juggling a lot. When possible, offer to assist the Lead Host in warmly seating guests.

Question 14

Service Priorities

Adhering to Time Standards + Sidework/Manicuring

in depth explanation

Answer 14

• Our time standards are crucial to ensuring prompt service. Never delay when you see something that must be completed within our time standards.
• Organizing, cleaning and completing side work should never be a priority over taking care of a guest. Nonetheless it is necessary in order to keep an organized and clean dining room. Your priority is to take care of the guest and side work should be outside of those times.