Atmosphere – The Look and Feel of the Tasting Room at Tyranena The Tasting Room is all about the atmosphere. It’s the little touches that will make Tyranena Brewing Company stand apart from other bars and microbreweries in the area. A customer may not notice each intricate detail but it is the overall impression created by those details that will bring them back again. Please review and encompass the following details into each shift:

Table, Stool & Tent Placement . Tables are placed at intervals according to the ceramic tiles on the floor. All tables should be placed on the grout line located 2 tiles in from the front exterior wall and at cross sections as follows: the pedestal of the first table, nearest to the lobby, should be placed 2 tiles away from the windowed wall into the lobby. The next table is placed 3‐1/2 tiles from the first and so on. Each table pedestal should be placed so that it looks like an “X” when facing the windows. Each of the four chairs should be placed so that the legs of the chair straddle a spoke of the pedestal. . Each table should have a table tent as well as a small stack of coasters (about 4). Try to rotate the tents so that a different event or notice is visible on each table. Be consistent with the table tent placement. (For instance, if you place the coaters in front of the table tent, then do so on all of the tables… or mimic what is being done on the other tables already.) . Four table tents should be positioned on the . Tents are to be located in front of the middle chair of each chair grouping. A stack of coasters should be placed near each tent. . Each stool at the bar should be placed in line with an inset wood panel on the front of the bar. The only panel that never has a chair in front of it is that closest to the door out into the Garden. . When there is music indoors, the final table (shown in orange below) should be placed in the lobby with three of its chairs; the final chair is placed at the bar (again, shown in orange below) and the last chair (nearest the entrance to the back bar) is moved as indicated. (See following diagrams.)

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1 of 6 Updated 2/26/2018 Barstools at bar (normal; no indoor music)

Barstools at bar (when there is indoor music)

Lighting & Sound . Lighting levels for the Tasting Room and Lobby are indicated by black marks on the dial/knob for each light. Some are “push and turn” dials; others are simply turned one way or another to adjust the dimmer (off is indicated by a click you feel when the dial is turned all the way to the left). . Only the middle row of overhead lights and the sconces in both women’s and men’s facilities should be turned on during Tasting Room hours. . Turn OFF the security light in the Beer Garden when beginning a shift and turn it back on when ending a shift. (All other outdoor lighting is on a timer.) . There should never be volume on the televisions UNLESS there is a PACKER game. Regardless of the desire of customers (or employees) who may be present… We are not, nor do we claim to be, a sports bar.

Serving & Glassware . When serving beer, NEVER use the same glass twice; always serve the customer in a clean glass (unless refilling a mug clubber’s mug). . ALWAYS serve on a coaster; sometimes two coasters if serving a mug to a mug clubber. The Tyranena logo on both the glass and the coaster should ALWAYS face the customer. . All glasses in the glass cabinet should have the Tyranena logo facing forward. There should be two rows on each shelf of pint glasses – each row should have exactly 14 glasses in it. If glasses are broken or “missing” replace them with new – but wash them first! . When applicable, seasonal glassware is to be placed on the middle shelf on the right‐side of the glass cabinet and ONLY USED for the beer it was intended: half‐liter steins for Oktoberfest and tall, twisted glasses for the Hefeweizen. When not in use seasonal glassware is stored in boxes in the bottom of the glass cabinet. . When pouring a tap beer, NEVER grab the handle at the top. Grasp it in the middle of the handle and always pull the tap all the way open or it will dispense a lot of foam. . Different glasses require different amounts of foam. On a regular pint glass the foam should be about a ¼ “ high. On a pitcher, foam should be about ½” high. On half‐liter stein, the foam should start at the indentation that goes all the way around the glass and go to the top. On a Hefeweizen glass, the foam should be approximately 1‐½” high.

2 of 6 Updated 2/26/2018 Tasting Room Etiquette ‐ ’ Interactions with Patrons + Roles & Responsibilities How bartenders interact with our customers has an enormous impact on the popularity of the Tasting Room, which in‐turn affects the overall success of the . As an employee of the brewery, there are certain standards you are expected to impart and high expectations that you will be held to – both while working a shift and when visiting as a customer. We want everyone that is a part of Tyranena to be proud of that association ‐ it is a great place to work and phenomenal place to spend time. So please take pride in your affiliation and show it to our customers and your co‐workers! A ’s role is to take care of our patrons. In doing so, please keep in mind the following: Be Attentive & Considerate . Attempt to remember mugclubbers’ names and mug numbers. Regulars like to be recognized. At the very least, try to remember the faces of mugclubbers if you cannot always remember their names or mug number. Most of the time they will tell you their number when they arrive ‐ then you can always glance at their name on the bottom of their mug! . Pay attention to who is entering and exiting the Tasting Room. Acknowledge every customer when they arrive, even if you are busy serving other customers, and be sure to serve everyone in a timely fashion. . Don’t make customers wait unnecessarily; always excuse yourself from conversations to serve a customer in need. . Make sure that you do not focus your attention solely on regular customers. Part of our bartenders’ responsibility is to make NEW regulars out of those that may just be passing through. A bartender is not just a beverage server; they are an entertainer. Customers are paying to have a good time in the Tasting Room; if they just wanted to consume the product they could buy it at a store and drink it at home. . Reading the newspaper, books, excessive chatting on the phone, texting, etc. should all be done on personal time, outside of the brewery. This may give customers the feeling that they are not appreciated or of importance. They are both! During work hours focus your attention on our customers. And there should never be stools behind the bar! . Be sure to restock soda, growlers, napkins, toilet tissue, soap, sanitizer and other supplies during slow times in your shift. (If it is slow, complete items on the “Slow Spells” list.) That way, you will always have an ample supply of things a customer or co‐worker may need. Also, tell someone if you notice anything is running low and especially if you take the last item! . The parking lot can get very cramped on a busy night. As a courtesy to our guests, employees should park to the left of the light post, near the loading dock.

Be Knowledgeable & Enthusiastic . Learn to be comfortable explaining the beer styles and names, including their basis in local history. Our sampler sheet is a good way to begin familiarizing yourself if you haven’t yet sampled the personally. Whatever knowledge or recommendations you can pass on to the customer will surely enhance their experience at the bar. . If there is something new on draft make sure to ask customers if they have tried it yet. Offer a sample if they have not ‐ you may be serving them their new favorite beer! Any enthusiasm you put forth will certainly be recognized by our customers.

3 of 6 Updated 2/26/2018 Snacks & Food . Always offer customers snacks! and mustard are available each day but two nights a week we mix it up a bit. Gardhetto’s Snack Mix is served on Wednesday nights and popcorn is served on Friday nights. (These special snacks are only to be served or eaten on their given night!) . and/or close snack bags tightly after each serving so that they do not get stale! . When customers (or bartenders) bring in or have food delivered, turn ON the exhaust fan. Other customers may not appreciate smelling someone else’s food choice. Also, while working, try to schedule dinner plans for slower times of night so that you will be available for customers during peak times (i.e. ordering food well before entertainment begins on Saturday evenings). Also, unless eating with a customer or when appropriate, keep food on the coolers at either end of the bar, preferably whatever end customers are not occupying!

Changing Kegs . All kegs of beer, mislabels and beer for sale must be signed out of the cooler when they are taken to the Tasting Room. (See the sign posted on the inside of the cooler door if you have any doubt.) This information is tracked for excise tax purposes. . When changing a keg, please use barrels provided in the Tasting Room walk‐in cooler. If no backup is available, ask (Rob or Stacey) if there is something else that should go on tap to replace the keg. Take all empty kegs OUT of the walk‐in and back to the “dirty” keg area.

Cleanliness & Order . When you see a customer leaving or getting ready to depart, try to thank them for visiting and then promptly clean up after them once they’ve gone (including removing dirty glassware, wiping down the table or bar and properly arranging their vacated stools at the bar or around tables). That way the Tasting Room is always ready for the next new customer’s first impression! . Clean glassware regularly; do not wait until you have an unmanageable collection to begin washing! For obvious reasons, this can create problems. Better to be on top of such things. Also, be sure that you are cleaning the glassware thoroughly and not leaving fingerprints or lipstick/lip‐gloss marks on rims. No customer likes to get a dirty glass! . Trash should be removed from the Tasting Room each night at close or any time that the receptacle is full. Bags should be taken to the rear of the brewery, near the loading dock. . During Tasting Room hours, bartenders are responsible for checking that the restroom facilities are in order. Just as a customer doesn’t want to drink from a dirty glass, an unclean restroom facility can cast a poor light on the brewery. This includes ensuring there are two full rolls of tissue on the back of each toilet, plenty of paper towels in the dispenser and that the trash is not overflowing. At minimum, the restrooms should be checked and restocked at the beginning and end of a shift. . Rolls of toilet tissue and packs of paper towels (as well as most other Tasting Room supplies) are kept on the racks near the loading dock, at the rear of the brewery. Extra trash liners are located here as well. The key to open the paper towel dispensers is located in the key box in the left supply closet in the office.

4 of 6 Updated 2/26/2018 The Beer Garden . The door to the Beer Garden must remain unlocked during hours of operation in the Tasting Room as a fire escape. Before arming the security system and closing the Tasting Room for the night, be sure that it is locked once again. (Double check the windows on either side of the Beer Garden door as well!) . For the convenience of our customers, when bands are performing outside we will serve through the window into the Beer Garden. But this only occurs during our summer (outdoor) music performances. At other times, when the weather may permit our guests to enjoy the garden, we expect them to come inside to purchase their drinks. . In addition to keeping tables and stools in order in the Tasting Room, bartenders are also responsible for properly rearranging the tables and chairs outside in the Beer Garden (not just at the end of the night either… throughout the shift). Table umbrellas, in the summer months, must be put out at the beginning of a shift and also brought back in at the end.

5 of 6 Updated 2/26/2018 Co‐worker Courtesy (This Section is by No Means Optional!) As stated previously, Tyranena Brewing Company is a great place to work. Each employee helps to make that statement true. So, keep these things in mind: . If you discover something that may be a possible safety issue or if a piece of equipment is not operating properly, inform Rob or Stacey immediately! That way you and everyone else will be safe and your shifts should run smoothly… at least in regards to equipment. . Schedules for a given month will be posted no later than the 15th of the month prior. Be sure to send any dates that you CANNOT work by the 25th of the month prior to the schedule posting (i.e. if you cannot work on June 8th and know this in advance, write it in the schedule by April 25 as the June schedule will be posted shortly after May 1.) Once a month’s schedule is posted, it is the bartender’s responsibility to find someone to cover their shift should a conflict arise. Try to be preemptive and think of potential conflicts before they occur. This will certainly reduce your own stress (not having to try to find someone to cover last minute) as well as not put your co‐workers in a tight spot if they too have made plans or have to say no to covering for you. . When you are visiting the brewery as a customer don't do anything you wouldn’t do while working. Even when you are NOT working, you are still affiliated with the establishment and your behavior sets an example to others of what is or is not acceptable. Also remember that your co‐workers are working hard themselves. Stay out from behind the bar unless you are asked (and are willing) to help in a pinch!

Benefits of Working at the Brewery As if just being able to say that you work at a brewery isn’t enough, there are also some added benefits to being an employee at Tyranena:

Employee Short‐fills . Sometimes, after a bottling run there are cases containing bottles of beer that are not completely filled. As a regular employee these cases of “short‐fills” are available to you free of charge (if you are of legal drinking age). They are available on a first‐come, first‐serve basis but please be reasonable and make sure to “spread the wealth”. When taking a case or two be considerate of your co‐workers as they may also be interested in getting short‐fills of that particular style of beer. There may not be labels on these bottles but no one turns down a beer, especially if it’s free… and cold! (**Don’t forget to refrigerate your short‐fills!) Drinking on the Job . When working a shift of 5 to 6 hours in length (and if of legal drinking age), you are allotted TWO shift beers free of charge. If a shift is 8 hours or longer, you are allotted up to THREE shift beers (total). A shift beer is one pint or snifter. If you are consuming your shift beers in sample size cups, 2 samples equal one shift beer. It is expected that you will use your common sense; obviously this benefit is not to encourage getting inebriated while serving customers! Don’t abuse it; over‐indulgence may cause this benefit to be revised in the future. Bartenders are to be in complete control and capable of handling all regular duties during their ENTIRE shift, drinking or not. Water, soda and root beer are also free while working a shift. Employee Discount . The employee discount may not be overly extravagant but at least it’s something! Check out the “Employee Price List” for discounts on various items. It is located in the drawer to the left of the register.

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