Server Training Outline

					In-House Training Outlines                                 Server Training – New Outbacker




Name:                                                                        Employee #____
    Server Training – New Outbacker’s Guide
                  Chalkie’s Classroom (online study help) – www.outbacklearning.com

Orientation Date:                    Time: _________
Day 1 Classroom Date:                Time: __   __Classroom Trainer:_____________
      Be in full work apparel (excluding your apron)
      Have looked over all information in the packet
      Know the seating chart of the restaurant in order to pass test by 100%
      Be prepared for abbreviation & description test on the ½ Food Menu (Aussie-tizers, Soups &
       Salads, Landrovers, Down Under Favorites, Grillers)
Day 2 Classroom Date:                Time:          __Classroom Trainer:______________
      Be in full work apparel (excluding your apron)
      Be prepared to test on the Beer & Liquor information
      Be prepared for abbreviation & description test on the ½ Food Menu (Grilled on Barbie, Botany
       Bay catches, Cut Lunches, Desserts, Joey Meals, Sides)
                             On The Floor Training
Line Checks/ Expo Day – Date:      Time:    _______
      Be prepared for the Wine (and) Specialty Drink/ Martini Tests
Floor Day 1 – Date:                  Time:                  Trainer: ______________
      Be prepared for the Ticket Writing Test (you will learn this information in Day 2 Classroom)
Floor Day 2 – Date:                  Time:                  Trainer: ______________
Floor Day 3 – Date:                  Time:                  Trainer: ______________
      Arrive 45 minutes before shift to have Trainer Meal & Shift Lesson
Day 4(optional) – Date:       Time:            Trainer: ______________
                       Tests, Videos, & E-Learning Programs
        Tests                 % to Pass           Date Passed                    Trainer
Menu Test                       90 %
Seating Chart                  100 %
Beer                            90 %
Liquor                          90%
Ticket Writing                  90 %
Wine                            90 %
Spec Drink/ Martini             90 %
Server Video                 Meat Class Video                        WineQuest Level 1
Cocktail Video               Safety & Sanitation Video               Sure Serve completed
Beer Basics Video            Aussie Tales Video                      Safe Food completed
                                                                     effective Sept. 2006



Property of Outback Steakhouse Inc., Training and Development March 2006                               1
In-House Training Outlines                                 Server Training – New Outbacker




       Server Training
           Outline

                                    CLASSROOM DAY ONE:
            Introductions / Our History/ Outback’s Points of Difference: 30 Minutes
                              ½ Food Menu Review: 45 minutes
                                ½ Food Menu Test: 30 minutes
                                 Restaurant Tour: 30 minutes
                 Liquor & Beer Training/ Cheers Menu Salesmanship: 1 Hour
                 Videos – Aussie Tales, Meat Class, & Beer Basics: 30 minutes
                          Seating Chart Review & Testing: 15 minutes
                                  Total: Minimum 4 hours

                                    CLASSROOM DAY TWO:
                                   Liquor & Beer Test: 30 minutes
                                  ½ Food Menu Review: 45 minutes
                                    ½ Food Menu Test: 30 minutes
                                     Ticket Writing: 45 Minutes
                                      Wine Training: 10 minutes
                                  Server Video Activity: 30 minutes
                             Customer Connection / Role-plays: 45 minutes
                                Miscellaneous Information: 10 Minutes
                                      Total: Minimum 4 Hours

          (Optional: this shift may occur on evening of Classroom Day Two)
                                   LINE CHECKS/ EXPO DAY
                             POSI / Panasonic Training: 15 Minutes
                     Wine (and) Specialty Drink/ Martini Test: 30 Minutes
                           Line Check w/ KM & Manager: 45 Minutes
               Bar Line Check w/ FOH Manager & Opening Bartender: 30 Minutes
                            Bar/Service Well Training: 30 Minutes
                               Take Away Training: 20 Minutes
                              Hot Side Expo w/ Manager: 1 Hour
                             Hospitality w/ Lead Host: 30 Minutes
                                Bus w/ Bus Trainer: 20 minutes




Property of Outback Steakhouse Inc., Training and Development March 2006                     2
In-House Training Outlines                                 Server Training – New Outbacker


                             Server Training Outline
       Welcome to Classroom Day One! We are glad you are here! Throughout the outline, we will
        refer to “TouchPoints™.” A TouchPoint is making a positive, emotional connection with
        others (Outbackers, Customers, etc). Your trainer will explain more about TouchPoints
        throughout the classroom. Have fun learning!

                                      Day 1: Classroom
       Welcome to the Outback!!
         What brought you to Outback, Mate?
       Work Apparel Check
         Tips from your trainer on how to have the perfect Outback work apparel
         Slip-resistant shoes are a must!
         How can YOU earn pins at the Outback?
       Do you have any questions regarding the information learned at your
        Orientation?
         Our History: Our founders wanted a place where Customers could come, relax and reap
          the benefits of “Serious Food, Concentrated Service, and No Rules”
         Uniqueness of our concept’s structure: Joint Venture Partners, Managing Partner,
          Managers, Keys & Assistant Kitchen Managers

       Your classroom trainer’s personal feelings about Outback
    Outback’s Points of Difference
     Our people are exceptional with great personalities to match. They are thoroughly
      screened and tested before being hired.
     The hostess swings the door open for all Customers – with a sincere greet or farewell.
     There is Cocktail Service available for all waiting Customers, and we Share Food for
      waiting Customers to ensure an enjoyable wait.
     Your Server will kneel down to eye level, giving you an informative Menu Conversation
     There is always a Manager in the Dining room to make a positive connection with every
      Customer.
     There are “No Rules” – if it’s physically possible, Outback will do it.
     Our buildings are spotless and beautiful – from the outside to the bright, shiny floors, to
      the immaculate restrooms. We always look brand new.
     We are uncompromising on our standards: frozen salad bowls, standing the bread knife up
      at the table, umbrella service, and frosty mugs to name a few.
     A detailed Food and Bar Line Check occurs daily, ensuring the food and drink quality is
      amazingly consistent.
     We are never out of anything, even if we have to drive to get it.
     No one is more active in the community, volunteering our time and donating our food to
      worthy causes.
     The name stays on above the door for at least 5 years. Our Partners are proven performers
      and don’t go anywhere. Stability in management
     We’re proud of our food; we take it very seriously. There is a Manager in the window all
      night to make sure of it.

Property of Outback Steakhouse Inc., Training and Development March 2006                        3
In-House Training Outlines                                  Server Training – New Outbacker
         Our Outbackers escort our Customers to the restrooms, and practice the 5/10 Rule throughout the
          dining room.
         Tests, Videos, Certified Trainers, Live Serious Food Meetings, Monthly Serious Food and
          Concentrated Service teach backs, Food Techs and Service Techs ensure we are adamant
          about our training.
         We have FUN – pins, awards, outings, charities, contests, etc.
        ½ Food Menu Review: Apps, Soups & Salads, Landrovers, Down Under
                            Favorites, Mixed Grillers
         Outback Steakhouse serves the freshest product possible
         No Rules approach
         Attention to detail - food line check, bar line check, food cost high by industry standard
          (TouchPoint™)
         Connecting with Customers vs. being an “order-taker” (Giving Concentrated Service)
          (TouchPoint™)
        Food Menu Test. You will be tested on the abbreviations & descriptions for the
         following sections: Apps, Soups & Salads, Landrovers, Down Under Favorites,
         and Mixed Grillers
                                            Restaurant Tour
        You will now take a tour of our restaurant. Be sure to ask lots of questions, Mate!
                                       Beer & Liquor Training
Beer Knowledge
   Domestic vs. Import
   Bottled beer and big beers (i.e., Fosters Oil Can)
   12 ounce mug vs. a 22 ounce (“Big Bloke”) mug
   Draft beer is always served in a frozen mug
   Bottled beer is automatically served with a frozen mug
   Customers can sample any of our draft beer (TouchPoint™)
Liquor Knowledge (Around the World Liquor Class)
Specialty Drink/ Martini Seminar
   Understand the four “drink” sections of the Cheers Menu: Margaritas, Specialty Drinks,
     Martinis, Non-Alcoholic drinks
   High Bar Line Check standards – freshness & pride in the drinks you are selling
   Know all the drinks you have on your menu, and the testing information (abbreviations,
     descriptions, glassware, garnish)
Cheers Menu - Salesmanship
  o Product Knowledge ** Training knowledge of drinks, such as fresh squeezed juices,
     highest quality ingredients, learning flavor profiles of drinks, sour vs. sweet, learning
     Cheers menu and making the first suggestion to the Customer (instead of being reactive,
     like suggesting Tanqueray instead of Well Gin)
  o Soft selling ** Rather than approaching a table with a goal of trying to push more sales,
     first try to connect with each table. Once friendliness and trust are establish, any food or
     drink recommendation you make is more likely to be taken. Customers buy more from
     people who are friendly, knowledgeable, and make them comfortable.
  o Reading your Customers ** Our Customers are busy. They've been making decisions
     all day. They want you to tell them what they want. Offer samples (draft beer, wine,

Property of Outback Steakhouse Inc., Training and Development March 2006                                    4
In-House Training Outlines                                 Server Training – New Outbacker
     frozen drinks from machines) as well as offering SPECIFIC Adult Beverages from the
     Cheers Menu.
  o Situational selling ** is based on what will enhance the Customer experience. Review
     the different types of approach that you would use when you see a group of ladies versus a
     group of business men versus a family. Be careful not to stereotype. Don't assume
     because the father in the family has ordered a beer that the mother wouldn't like a
     Wallaby Darned.
Other ways to enhance the Customer experience with Cheers Menu Salesmanship
   Your first opportunity to sell a drink from the bar is when greeting the table by
     presenting the Cheers Menu - sell a second round when the drink is half-empty or
     when food is delivered (TouchPoint™)
   Know what brands your restaurant carries
   Bottled water vs. tap water (“Would you like bottled water? We have still and sparkling.”)
   Two minute drink times (TouchPoint™)
   Importance of running other server’s drinks (TouchPoint™)
   Recommend and Reinforce – As we make the first suggestion of a specific Adult Beverage
     to the Customer (Recommend), we then Reinforce their order with a statement of
     Product Knowledge (“The Grand Rita is a very popular choice! It is made with all-
     natural juices that include lime and orange flavors. You’re going to love it!”)
Glassware, Garnishes, and Bar Specifications
      Glass should be carried by stem or handle (TouchPoint™)
      All fruit garnish gets a sword
      Quality statement of big, fresh fruit (TouchPoint™)
      Use of jiggers
      Who puts up glassware for a drink the Server orders?
      Orange juice and grapefruit fresh squeezed to order

From the New Outbacker DVD, watch the following videos: “Aussie Tales” “Meat
                         Class” & “Beer Basics”

For Meat Class Video, use the page below to “fill in the blanks” during the video.
You will then discuss the correct answers with your trainer.
All of our beef is aged ________ days, which is why it is so _________ and flavorful.
There are approx _______ filets out of every steer we can use a very small part of the steer
The Melbourne is part _______ and part _________, giving the Customer the best of both
worlds.
The Ribeye has much _________, which makes it flavorful, tender, & juicy.
The Prime Rib is the same beef as the ___________, but it is slow-roasted instead of cooked
on a flattop grill.
Our steaks are ____________ & fresh cut, just for us.
Our fish is never __________, and it is ________-raised.
We peel the ___________ daily, to keep it fresh, juicy, and tender.
Outback was the innovator for using fresh __________ (never frozen).




Property of Outback Steakhouse Inc., Training and Development March 2006                       5
In-House Training Outlines                                     Server Training – New Outbacker


                 Aussie Strine & Info – discuss this after Aussie Tales video
Try using some Australian Slang, which we call Aussie Strine. Your trainer will help you
                                  “fill in the blanks”.

Hooley Dooley                                             Oz
Billabong                                                 Outback
Sheila                                                    Bloke
Bonzer                                                    Chalkie’s
Aboriginal                                                Walk-a-bout


Dijerido                                                  Botany Bay


Drover                                                    Dinkum
Joey                                                      Prawns
Chook                                                     Tucker
Jackaroo                                                  Kookaburra

        Here are some Aussie (semi-true) stories that you can tell your Customers:
What do you call a boomerang that doesn’t come back? A STICK
The Ayers Rock story…
A rock formation that everyone goes to see in Australia. When
the sun sets over Ayers Rock, the rock turns into a burnt orange
color & the sky turns a beautiful purple color. (Our ceiling in the
                                     Outback reflects the colors of
                                     the sun set.)
                                     The Ned Kelly story…
                                     A famous Bushranger
                                     (Outlaw), who wore a suit of armor to keep from being shot, but
                                     when he was captured he was hung, so his armor didn’t do him any
                                     good.

                Australian Facts – How do they relate to your Outback?
    ◊ Australians consume more alcohol than any other English speaking nation.
    ◊ They have a 100% literacy rate.
    ◊ In the Outback, neighbors’ bonds are very tight. It may be a far cry from town, so they rely on their
         neighbors’ help when they need it, and look out for one another (just like we do as Outbackers!)
    ◊    Aussie’s are known to be very easy-going and friendly.
    ◊    Significance of our logo –kangaroo carries a swag signifying a walkabout, cross-country
    ◊    Roofs of pubs in Australia are made of tin and tin turns green as it ages / oxidizes (the green roof of
         our buildings)
    ◊    Very common to have more than one opened bottle of wine on the dinner table. Most pubs open
         the wine for you behind the bar – called bistro style.
    ◊    Australia is only country in the world to occupy a single continent

    Review Seating Chart and administer Seating Chart Test
    Review tomorrow’s schedule and tests
    Clock out


Property of Outback Steakhouse Inc., Training and Development March 2006                                       6
In-House Training Outlines                                 Server Training – New Outbacker

                                    Day 2: Classroom
    Clock In – Welcome back!
    Work Apparel Check
                             Liquor & Beer – Brief Review & Test
     Brief review of what you will be tested on before test is administered
    ½ Food Menu Review: Grilled on Barbie, Botany Bay catches, Cut Lunches,
                         Desserts, Joey Meals, Sides
    Administer Food Menu Test. You will be tested on the abbreviations &
     descriptions for the following sections: Grilled on Barbie, Botany Bay catches,
     Cut Lunches, Desserts, Joey Meals, and Sides
                      Wine (and) Specialty Drink/ Martini Training
Wine Knowledge
   Find out what your Customers like (TouchPoint™)
   4 Day shelf life for opened (pumped) bottles of wine
   Our wine is served “No Worries Style” (TouchPoint™)
   We use a 6 oz pour
   Our red wine is served at 68-72 degrees, our white wine at 37 degrees
   Customers can sample any of our wines (TouchPoint™)
Learn Wine Quest Quiz Level One (unless you have already completed Level One
on www.outbacklearning.com)
    You can learn more about wine by continuing with WineQuest Training (levels 2-4) on
     www.outbacklearning.com
Responsible Vending
   Our policy is that we card anyone that looks under 35
   Valid forms of ID - it must be current (not expired), government issued, contain a picture
     of the bearer and not have been altered in any manner (we do not accept college IDs)
   Card them even if they are coming to you with an empty glass or bottle and you weren’t
     the one who served them
   If a Customer is conducting himself distastefully or treating you in a way that makes you
     uncomfortable or disturbing other Customers, bring this to your manager’s attention.
     Have fun serving drinks but use good/sensible judgment.
   Never serve an empty seat – if the Customer is not there, do not bring a drink until you
     can verify their age
     Any State Laws that apply to this area
     ______________________________________________________________
     ______________________________________________________________
    Food Ticket Writing
     Why do we handwrite tickets? It is because of our No Rules philosophy. Our handwritten
     system allows our Customers to order anything they like, any way they like it
     (TouchPoint™).


Property of Outback Steakhouse Inc., Training and Development March 2006                     7
In-House Training Outlines                                 Server Training – New Outbacker

   Liquor Ticket Writing

 Learn about Food Allergies and Intolerances
FOH Outbackers:
 Be pleasant and understanding with your Customers with these needs. Food allergies are a serious
    condition and taking care of them is a fulfillment of our commitment to "No Rules, Just Right."
 Make sure that you understand fully the special instructions from your Customers and that you write
    them clearly and highlight them.
 In addition to written instruction, follow up with your Expo Manager on the special instructions
 If possible, try to run the food yourself.
 Perception is everything. For example, be mindful not to carry a bread board with salad bowls that
    are going to a person who has asked for Gluten Free Items.
In the BOH:
 Understand the seriousness of the discomforts that can be caused for these Customers if you do not
    follow the special instructions. Remember, these Customers are relying on you to take special care of
    their needs.
 Washing hands to avoid cross contamination is your number one tool of prevention
 Keep in mind that forbidden items cannot simply be removed from the menu
    item/dishes/containers, but new separate dishes must be made in clean, fresh containers
 Make sure we keep certain dishes separate all the time with no leftovers in fryers such as fried
    shrimp, taz, crayfish, etc.
For more information, here are some great informative sites about Gluten Free and Food Allergies
www.foodallergies.org
www.gluten.net

    From the New Outbacker DVD, watch the “Server Video” and the “Safety and
                              Sanitation Video”

 Server Video – Basic Service Points of an Outback Experience
Use the page below to “fill in the blanks” during the video. You will then discuss
the correct answers with your trainer. Then discuss “Art of Communication”

Greeting your Customers:
How do your fellow Outbackers know you have greeted a table? ______________________
Get at ___________________ to speak with my Customers.
Show them the Cheers Menu, and ask them if they would like a ____________ of wine, explaining the
freshness & high quality of our bar products.
Make sure kids have _____________ (or activity books) and I keep them ______________.
Try to __________________ and read the needs of my Customers.
Mention and explain ____________ aussie-tizers and adult beverages.

Menu Conversations and the Customer Experience:
I’ll be taking __________care of you.
You will have __________ Customers, __________ Customers, and/or __________Customers.
For a first-time Customer, always _____________the menu
For regulars, we should ____________ new items & _____________ the item they order
Ensure that every Customer gets everything exactly how ___________________.
Go over the __________________________ with each Customer individually.




Property of Outback Steakhouse Inc., Training and Development March 2006                                    8
In-House Training Outlines                                 Server Training – New Outbacker

The Dining Experience During the Meal:
Give __________________ making sure my Customers never have to ask for anything.
Suggest a second drink ______________ the entrées come out.
Check on entrees after _______ bites or ______ minutes to make sure that everything is perfect.
Treat your Customers the way you want to be ________________.
Consolidate _______________ when you go in and out of the back-of-house.

Offering Desserts and After Dinner Drinks:
Wait until 2/3 through the meal to offer _______________.
Offer to ______________ the food, either in the back-of-house or on a tray beside their table.
The ____________ of service is dictated by the Customer.
Keep the bill ______________ throughout the meal.
Take a few steps away after dropping the ___________________ for the Customer, and then I will
see if the ________________ is ready.

                                    Art of Communication
   Remember a time when you were on your best behavior...meeting your boy/girlfriend’s
   parents or a job interview? Your demeanor was at its best. You showed confidence and
        pride in your posture and appearance. Your attitude and language was polite,
    knowledgeable, and mindful of your manners. You used proper grammar, warmth,
             openness, and lots of eye contact to make your very best impression.
  TOO CASUAL, NO EMOTION                    RESPECTFUL, CREATING AN EMOTION
Hi there, Hi Guys—You guys,         Good evening, good afternoon, Hello (use eye contact
Honey, Sweetie.                     to include the table) Always have a SMILE.—Sir,
                                    Ma’am, Mates
Right this way, Two, non–           Let me show you to your table. How many in your
smoking?, No smile                  party? Do you have a smoking preference?
What? Huh? - Is everything          Excuse me? Pardon me? - How is everything for you
okay?                               this evening?
Are you ready to order? What        Do you have any questions about the menu? Have you
can I getcha?                       been to an Outback lately? Would you like to start with
                                    an ice cold Fosters?
No problem, Not a problem,          My pleasure. I’ll be happy to. Certainly.
Okay, Okey-Dokie. I’ll do it. I
got it.
Thanks (for what?)                  Thank you for waiting. Thank you for dining with us.
Are you done? - Do you need         May I remove this for you? - I’ll return with your
change? - Do you want a box         change.—May I wrap this for you?
for that? To-go?
    Speak in complete sentences. Don’t answer a question with just a yes or no.
    CROW (Customer Right Of Way) – Always allow a Customer to have the right-of-way
     when walking through the Dining Room
    5/10 Rule—If you are within 5 feet of a Customer you should acknowledge them
     verbally; If you are within 10 feet of a Customer you should acknowledge them with a
     smile.
    Silent Service - you can give great non-verbal service (i.e. pre-bussing, no ask refills).
     Especially if they are in the middle of a conversation.




Property of Outback Steakhouse Inc., Training and Development March 2006                          9
In-House Training Outlines                                   Server Training – New Outbacker


                             Customer Connection / Salesmanship
                      CUSTOMER CONNECTION
        3 SIMPLE STEPS TO QUALITY CONCENTRATED SERVICE


                                    WELCOME

           NAME INTRODUCTION                  QUALITY FAST

                                   RECOMMEND
                                          &
                                    REINFORCE

           CUSTOMER INTEREST                    QUALITY STATEMENT
         SPECIFIC QUESTIONS                   MENU KNOWLEDGE
         SPECIFIC SUGGESTIONS


                                   HOSPITALITY



              SOCIALIZE                    INDIVIDUALITY/
                                          PERSONALITY

             100% CUSTOMER INDULGENCE!!

       We would like to stress the importance of using your own personality to make Customer
       Connections, Be Yourself!! We should cater to each Customer based on his or her
       individual needs. The following are example role-plays. These are not meant to be
       memorized or used as a script for every table. Your classroom trainer will guide you
       through several scenarios, explaining the importance of the Customer Connection.
      3 Steps to Quality Concentrated Service
      Step 1. Welcome
        Name / Quality Fast
          An example of what should NOT be said when greeting your table…
              “What’s up guys? Can I get you something to drink?”

           An example of what could be said when greeting your table…
               “Hi, how is everyone doing tonight? Welcome to Outback. My name is
                 __________. May I start you off with an ice cold Fosters and one of our
                 famous Bloomin’ Onions?”
      Step 2. Recommend & Reinforce
        Customer Interest / Specific Questions, Suggestions
        Quality Statement / Menu Knowledge
          An example of what should NOT be said….
              “Are you ready to order?” or “Do you need more time?”
              “The Alice Springs Chicken, O.K. Is that going to be it for you?”


Property of Outback Steakhouse Inc., Training and Development March 2006                       10
In-House Training Outlines                                 Server Training – New Outbacker

           An example of what could be said…
               “Are you familiar with our menu? My personal favorite is _________.
               “What are you in the mood for this evening? How about our Victoria’s Filet,
                 perhaps Grilled Chicken on the Barbie, or the Fresh Fish of the Day?”
               “The North Atlantic Salmon, what an excellent choice!! Our fish comes in fresh
                 daily and is served with our fresh cut steamed vegetables and our homemade
                 remoulade sauce. Would you like to add a cup of soup or a salad tonight?”
               This is a great opportunity to educate our Customers about the Quality and
                 Freshness of our Serious Food. “Did you know our dressings and croutons are
                 homemade daily for our fresh salad?” Some Customers may order the same
                 entrée every time. Are they aware of the Quality and Freshness of that
                 particular menu item?
       Step 3. Hospitality
         Socialize / Individuality and Personality
           You can make a connection in many ways…talking about pins you are wearing,
           weather, sports, hometown, children, etc. The main thing to remember is to be
           sincere and be yourself.
           Hospitality is giving for the sake of giving, rather than for the sake of gaining. It is
           giving to people beyond what is expected of us; it is sincerely saying please and thank
           you and our willingness to help them in tangible ways. It is being genuinely
           concerned and action-oriented toward their comfort and well-being.
Role-play with your trainer

         Are you familiar with our menu? “No” Well, just to let you know we prepare a
          majority of our items homemade in our restaurant. Including our dressings, sauces
          and most of our desserts. This is the main reason why we are not open for lunch, so
          we can prepare our food fresh daily. We also season our steaks, chicken and fish with
          full-flavored seasonings and butter. It would be my pleasure to make suggestions or
          answer any questions you may have about the menu.
         Are you familiar with our menu? “Yes” What are you in the mood for tonight?
             o Are we thinking about having a tender Filet or possibly some fresh fish?
             o My personal favorite is the (Power of Suggestion / Personal Favorites)
             o Have you had a chance to look over our newest menu items?

         “Hello Bob. It’s great to see you again. Are we having the usual Victoria’s Filet
          tonight?”
             o Have you ever tried melted Blue Cheese on your filet? That’s my favorite.
             o Have you had the grilled lobster tail? It’s a great addition to the filet.
             o Would you like to try something different this evening?? Our new Cyclone
                 Chicken topped with Tasso ham, sun-dried tomatoes and Gouda cheese is Out
                 of this World!!
   Miscellaneous Information
   Recap today’s classroom and answer any questions
   Communicate with management and any Trainers that will be involved with on-
    the-floor-training about Trainee’s progress

Property of Outback Steakhouse Inc., Training and Development March 2006                          11
In-House Training Outlines                                 Server Training – New Outbacker

               Line Check/ Expo/ Cross-train Follow Day
             Trainer and Trainee arrive 1.5 hours before the restaurant opens

   Clock In
   POSI / Panasonic Training
   Line Check with Kitchen Manager and Manager
     Freshness and Food Quality
     Flavor profiles
     Learn about each station function
   Bar Service Well Training
     Drink times (our goal is two minutes), from the time the Server turns in the order to the
      time it goes to the table (TouchPoint™)
     Glassware being put up for the Bartender to make the drink
     Garnishing of drinks (all fruit goes on a sword pick)
     How tickets are turned in
   Take Away Training
     How we answer the phone
     Smiling and Salesmanship over the phone
     Ticket Flow and quote times
     Bagging procedures
     Quality Fast car greets
     Security procedures
   Hot Side Expo with Manager
     Will work with the Managers tonight as well as fellow Outbackers
     You will spend half the shift at the Expo window with the Manager or Managing Partner
      observing the following:
       Plates being changed out for perfect presentation
       The order in which the plates are being sold
       Setting up the tray
       The way sauces are put onto plate
       What a Server can do to help out Expo (top potatoes, get lob butter, get au jus, etc.)
   Hospitality with Lead Host
     Art of Communication
     Phone Etiquette
     Call Ahead Seating – Shortens the Customer’s wait time in the restaurant. The Customer
      can call and put their name on the wait list at any time.
     Front Door Hospitality
     Describing position specific job descriptions
     Quality Fast Table Turns
     PR – Sharing Serious Food
     Children Friendly




Property of Outback Steakhouse Inc., Training and Development March 2006                          1
In-House Training Outlines                                 Server Training – New Outbacker


   Bus Training with Bus Trainer
     Table Set Up
     Quality Fast
     Shift and Running Duties
     Teamwork
   Take Wine (and) Specialty Drink/ Martini Test

   Remember, you will take your Ticket Writing Test before Day One On-the-Floor
    Training begins (meet your trainer before shift begins). You must pass all tests
    before On-The-Floor Training begins.




Property of Outback Steakhouse Inc., Training and Development March 2006                     2
In-House Training Outlines                                 Server Training – New Outbacker


Day One: On-the-Floor Training (Mid Shift)                                     Time: ________
   Clock In / Observe Bar Line Check with FOH Manager
   Find Section/ Sign for Guest Checks (Server Check-In Sheet)/ Check communication board
   Review Day One Lesson, in Outline
   Administer Ticket Writing Test before you begin your shift
   All test(s) must be passed and filed in Outbacker’s folder
 Follow/shadow Trainer entire shift
 Practice ringing up checks during this shift
Have Trainee observe & practice the following: (TouchPoint™) – Review & Initial
       POS Training                                        Dish Area – respectful & organized
       Greet Times/ Drink Times                            Eye Level/ Coasters/ Smile!
       Menu Conversations and Customer                     Ticket Writing and Check Organization
       Connection
       Tray Carrying/ Delivering food in pivot             Pre-Bussing – Mugs and Linens are only
       point (not auctioning)                              thing left on table for a busser
       To Go Food Wrapping – Limited styro/                Beverage Setup – water only gets lemon
       always offer to wrap it                             and straw upon request
       Ticket Flow / Timing of Tickets                     Silent Service on automatic refills
       Bread Rotation                                      Full Hands In – Full Hands Out
       Always ―listing‖ the sides and dressings            Food Running is #1 Priority –
       for a Customer                                      importance of team player
       Checking back with tables within 2 bites            Ticket Audit Procedure – what happens
       or 2 minutes (also with drinks)                     if you have a No Ring?
       Standing up the bread knife                         Quoting Steak temperatures
       Plate Presentation: ladies first, entrée            Communication: (Okay is not good
       toward Customer                                     enough) Was it perfect?
       Forms of payment: credit cards,                     All orders rang in before you turn the
       personal checks, Gift Certs, TuckAways              ticket in
       (mgmt involvement)
       Table Cleaning Procedures – Be                      Checkout Procedures
       thorough!

                                           SHIFT EVALUATION
                                                  Needs Improvement                 Excellent
Arrived promptly & was ready to perform             1       2      3       4                 5
Demonstrated sense of urgency and initiative        1       2      3       4                 5
Receptive to feedback and direction                 1       2      3       4                 5
Demonstrated upbeat, positive attitude              1       2      3       4                 5
Kept station stocked, clean & organized             1       2      3       4                 5
Demonstrated good communication skills              1       2      3       4                 5
Perfect Work Apparel                                1 or                                     5


Trainer signature/date                              Trainee signature/date

_________________________________
Manager signature/date




Property of Outback Steakhouse Inc., Training and Development March 2006                            3
In-House Training Outlines                                 Server Training – New Outbacker

                Outback Steakhouse TICKET WRITING TEST
                                                WAIT & BAR
First Table:                                      Second Table:
Four Customers, Table # 10                        Four Customers, Table # 16
Add a Bloomin’ Onion as an Aussie-tizer.          Add Coconut Shrimp as an Aussie-tizer.
Person in 1st position: The Melbourne,            Person in 1st position: 12-ounce Prime
House Salad (HONEY MUSTARD), a                    Minister’s Prime Rib (MEDIUMRARE)
Jacket Potato (PLAIN), Diet Coke to drink.        with chips; a salad with Mustard
Person in 2nd position: Jackaroo                  Vinaigrette and a Wallaby Darn.
Chops (MED-WELL) with Aussie                      Person in 2nd position: Alice Springs
chips and a Bloke Fosters Draft.                  Chicken with no mushrooms, Aussie
Person in 3rd position: Queensland                Chips and a Caesar Salad, & Tap Water
Chicken and Shrimp and a glass of                 Person in 3rd position: Queensland Chicken
Little Boomey Cabernet to drink.                  & Shrimp and a Budweiser to drink
Person in 4th position: Queensland                (BOTTLE).
Salad (THOUSAND ISLAND) and                       Person in 4th position: Kid Steak
Dasani water to drink.                            (WELL DONE), with Aussie Chips
                                                  and Sprite to drink.
Add an order of Sautéed ‘Shrooms.
                                                  Add a Spotted Dog Sundae.
                                                  Fourth Table:
Third Table:
Three Customers, Table # 27                       Four Customers, Table #14
Start with Kookaburra Wings, Hot                  Mild Wings and a Bloomin Onion as
Person in 1st position: Drovers                   Aussie-tizers.
Platter, with a Jacket Potato (SOUR               Person in 1st position: A No Rules
CREAM and CHIVES), and a Dewars                   Burger (AMERICAN CHEESE,
and Soda to drink.                                MUSTARD, BACON, SAUTEED
Person in 2nd position: Ayers Rock                MUSHROOMS, LETTUCE, AND
Strip (RARE), a Grilled Shrimp                    TOMATOES) with Aussie Chips, a
Add-on, house salad (TANGY                        Caesar Salad and a Bloke Bud Draft.
TOMATO), Garlic Mashed potatoes                   Person in 2nd position: North Atlantic
and Iced Tea to drink.                            Salmon, Steamed Veggies and a Gold
Person in 3rd position: 7oz. Victoria’s Filet     Cost ‘Rita (ON THE ROCKS)
(MEDIUM), house salad (RANCH                      Person in 3rd position: Rockhampton
ON THE SIDE), a Jacket Potato                     Ribeye (WELL DONE), a salad with
(EVERYTHING EXCEPT CHIVES)                        Honey Mustard on the side, a Jacket
and a glass of Kendall Jackson                    Potato with no toppings, and a Coke.
Chardonnay to drink.                              Person in 4th position: The
                                                  Melbourne (MEDIUM-WELL), a
                                                  cup of soup instead of the salad
                                                  (CREAMY ONION), Garlic Mashed
                                                  Potatoes and a glass of Beringer White
                                                  Zinfandel.




Property of Outback Steakhouse Inc., Training and Development March 2006                       4
In-House Training Outlines                                 Server Training – New Outbacker


Day One Lesson

   Check-out Procedure & Money Handling
     Have a mock check-out to demonstrate how everything is put together
     Discuss apron organization
     Credit Cards
       Which credit cards we accept
       Procedure for authorization
       Signature verification
       Imprinting card (if applicable)
       Adjusting (adding) tips
     Gift certificate/Gift Card redemption and tip procedure
     Deletes/Voids
     Personal Checks (if applicable)
     Procedure for Travelers Checks (Server must see Customer’s counter signature)
     Tip Share and how it relates to teamwork

   Comps
     Outbacker discount/comp and tipping on a comped meal (amount before discount)
     When and where an Outbacker comp can be used (slower periods or in lounge)
     Proof of employment (check stub and comp slip) needed at other concepts or other Outback
      Steakhouses
     Only Managers comp items for Customers when there is a problem
     Bloom cards, Tuck Away vs. Gift Certificate
     When food can be ordered before and after the shift

   Sit down for Training Dinner
   Review and Initial Checklist and Shift Evaluation with a Manager
   Thanks for all the hard work – clock out!




Property of Outback Steakhouse Inc., Training and Development March 2006                         5
In-House Training Outlines                                 Server Training – New Outbacker

Day Two: On-the-Floor Training (Opener Shift)                                  Time: ______
   Clock in/ Find Section/ Sign for Guest Checks (Server Check-In Sheet)/ Check
    communication board
   Before shift, review Day Two Lesson on next page of Outline
 Trainee will be involved in the Menu Conversations/ Customer Connection during this shift. Trainee
  can take 25% of the tables
 Demonstrate opening duties involved to prepare restaurant for opening
 Trainer should be shadowing Trainee when he/she is interacting with Customers
 Greet tables with Trainer always by your side
 You should write and ring up most orders during this shift
Have Trainee observe & practice the following: (TouchPoint™) – Review & Initial
       Understanding of No Rules                           Separate Checks
       10 Customers or less per one Server                 Difference between Universal Gift
                                                           Certificates and TuckAways
       Running Side work                                   Gratuity procedures
       Happy Hour (if applicable)                          Cookup/ Recook procedures
       To Go Food Wrapping – Limited styro/                Ongoing table maintenance – not even an
       always offer to wrap it                             empty sugar packet on table
       Salesmanship of Food & Adult Beverages              Menu Conversations to every table, every
       – offer suggestions                                 time
       How to handle large parties                         Full Hands In – Full Hands Out
       Always ―listing‖ the sides and dressings            Food Running is #1 Priority –
       for a Customer                                      importance of team player
       Checking back with tables within 2 bites            ALWAYS get a Manager for compliments
       or 2 minutes (also with drinks)                     or concerns, no matter how small!!
       Goal times for Apps, Salads, Entrees,               Table Cleaning Procedures – Be
       Desserts, Check presentation                        thorough!
       Customer dictates pace of Service – not             What is the difference between steak and
       us!                                                 prime rib?
       Outback Hospitality Basics – go above               Sanitation is priority: wash your hands,
       and beyond!                                         work clean throughout shift
       Quoting Steak Temps                                 Checkout Procedures
                                           SHIFT EVALUATION
                                                  Needs Improvement                 Excellent
Arrived promptly & was ready to perform             1       2      3       4                 5
Demonstrated sense of urgency and initiative        1       2      3       4                 5
Receptive to feedback and direction                 1       2      3       4                 5
Demonstrated upbeat, positive attitude              1       2      3       4                 5
Kept station stocked, clean & organized             1       2      3       4                 5
Demonstrated good communication skills              1       2      3       4                 5
Perfect Work Apparel                                1 or                                     5


Trainer signature/date                              Trainee signature/date

_________________________________
Manager signature/date



Property of Outback Steakhouse Inc., Training and Development March 2006                               6
In-House Training Outlines                                 Server Training – New Outbacker

Day Two Lesson

                             OUTBACK HOSPITALITY BASICS
Customer Awareness:
     At any time, when we are talking to each other, discontinue the conversation when the
      Customers approach us or pass by, acknowledge the Customer(s), they are the #1 priority.
Speak 1st and last:
     Never allows the Customer to have the first or last word. Initiate conversation to open the
      interaction i.e. “G’day mate” etc. and close the conversation with “you’re welcome” or “thank
      you for coming in tonight.”
Talk to Everyone:
     Speak to/acknowledge Customers in all areas of the restaurant.
Use the Customer’s name:
     Address Customers and fellow Outbackers by name. If you don’t know it, learn it.
     Customers should be able to address Outbackers by name also. Make a personal
      commitment by telling the Customers your name.
Take advantage of every opportunity:
     Never let an opportunity to “wow” a Customer pass by. By all of us taking advantage of
      every opportunity that our Customers present to us, we create an environment & dining
      experience that Customers will rarely ever experience eating out.
Know the answers:
     Know the menu & bar inside and out, i.e. all of the homemade items, where our products
      originate, how our food is prepared and what liquor, beers& wines we carry, etc. (Ignorance
      is not bliss.)
Ownership:
       When a problem is encountered, you own it.
       Initiate action to solve each problem encountered.
       Check back to confirm the problem was solved.
       Respond to each Customer’s individual needs.
Dignity & Respect:
     Always treat each other with dignity & respect.
     Practice hospitality with fellow Outbackers.
     Praise in front of others; give constructive criticism in private.
Exceed Expectations:
     Exceed the Customer’s expectations 100% of the time.
     Stumble over yourself to take care of the Customer
     Make hospitality a “knee-jerk” reaction, something that automatically happens… something
      you look for

   Sit down for Training Dinner
   Review and Initial Checklist and Shift Evaluation with a Manager
   Thanks for all the hard work – clock out!



Property of Outback Steakhouse Inc., Training and Development March 2006                          7
In-House Training Outlines                                 Server Training – New Outbacker



Day Three: On-the-Floor Training (Closer Shift) Time: __________
   Clock in/ Find Section/ Sign for Guest Checks (Server Check-In Sheet)/ Check
    communication board
   Trainer and trainee should arrive about 45 minutes before shift begins to have
    meal (and) to review Day Three Lesson in outline
   Review Solo Shifts in upcoming schedule. Have you filled out a schedule request,
    Mate?
   Clock in and review previous shift
   You may be running two tables during this shift
   Learn closing duties
   Trainer follows Trainee during this shift and helps when needed
   Trainee should be handling tables during this shift and Trainer should assist with any cook-ups
    and/or recooks
Have Trainee observe & practice the following: (TouchPoint™) – Review & Initial
       Menu Conversations!                                 Sense of Urgency at all times
       Consolidation of Steps/ Anticipating                Reading the needs of the Customer –
       needs of the Customer                               selling appropriate items, etc
       Running Sidework                                    Ticket Auditing
       Performance based scheduling                        Full Hands In – Full Hands Out
       Art of Communication                                How can you get a pin tonight?
       Salesmanship of Food & Adult Beverages              Always ―listing‖ the sides and dressings
       – offer suggestions                                 for a Customer
       Checking back with tables within 2 bites            ALWAYS get a Manager for compliments
       or 2 minutes (also with drinks)                     or concerns, no matter how small!!
       Customer dictates pace of Service – not             Kitchen Relations – we are all on the
       us!                                                 same Outback team (learn names)
       Outback Hospitality Basics – go above               Sanitation is priority: wash your hands,
       and beyond!                                         work clean throughout shift
       Table Cleaning Procedures – Be                      Checkout Procedures
       thorough!
Trainee should do a Menu Conversation for Managing Partner or Manager
 Sit down for Training Dinner
 Review and Initial Checklist with a Manager




Property of Outback Steakhouse Inc., Training and Development March 2006                              8
In-House Training Outlines                                 Server Training – New Outbacker


                                         Are You Ready?
 This is a verbal assessment with the new Outbacker and Proprietor (or) Manager
             on duty. Are you ready to be an awesome Outback Server?

1.   Describe our flavors and seasonings
2.   Name our salad dressings
3.   Describe our Bloomin’ Onion
4. Name some items that are homemade
5.   Describe our steak temperatures
6. What items on the menu come with a salad?
7.   Describe the Wallaby Darn
8. Name some of our Aussie wines that we carry
9. Name an up sell for the following: vodka                 gin            rum               scotch
       whiskey         darn          rita x/frita
10. Why do we have 2 and 3 table stations?
11. When do we ask for identification when serving and adult beverage?
12. What is the procedure for an employee comp when the Outbacker is from our
     restaurant? What is the procedure when the employee is from another Outback or
     another OSI Concept?
13. What should be left on the table when our Customers are done with dinner?
14. Do we ever ask if our Customers ―need change‖?
15. What can be sampled from the bar by our Customers?
16. How can we tell if a table has been greeted?
17. When is gratuity added to a check? Does a Manager have to be involved, and if so, how?
18. If you delivered food to a table and a Customer asks you to bring them something, who is
     responsible for getting what they asked for?
19. What are some ways a Server can always have Full Hands In and Full Hands Out of the
     Kitchen (how can we consolidate our steps)?
20. At our initial visit to our tables what items do we specifically suggest?
21. How many ounces are the following steaks?
     Ribeye-      Filet-         Ayers Rock-         Porterhouse-          Outback Special-
22. What item cannot be served without seasoning?
23. Describe the perfect work apparel
24. Describe procedures for schedule requests and a shift change
25. Explain our Call Ahead Seating program




Property of Outback Steakhouse Inc., Training and Development March 2006                              9
In-House Training Outlines                                 Server Training – New Outbacker

26. Who maintains the cleanliness of the Outbacker restroom (in the back-of-house) during
    a shift?
27. How would you present the Food & Cheers Menus to a First Time Customer?
28. How would you talk about the Food & Cheers Menus to an occasional (or) Regular
    Customer?
29. What can you do special for Kids seated at your table?
30. What are our three commitments for our Customers?
31. Describe your training experience. Do you feel prepared? What if anything would you
    change?

Trainer signature/date                              Trainee signature/date
____________________________
Manager signature/date

   Thanks for all the hard work – clock out!




Property of Outback Steakhouse Inc., Training and Development March 2006                     10
In-House Training Outlines                                 Server Training – New Outbacker


Day Three Lesson

   Before shift begins, review ―Art of Communication‖

                                      Art of Communication
    Remember a time when you were on your best behavior...meeting your boy/girlfriend’s
parents or a job interview? Your demeanor was at its best. You showed confidence and pride
 in your posture and appearance. Your attitude and language was polite, knowledgeable, and
   mindful of your manners. You used proper grammar, warmth, openness, and lots of eye
                            contact to make your very best impression.
  TOO CASUAL, NO EMOTION                     RESPECTFUL, CREATING AN EMOTION
Hi there, Hi Guys—You guys,          Good evening, good afternoon, Hello (use eye contact
Honey, Sweetie.                      to include the table) Always have a SMILE.—Sir,
                                     Ma’am, Mates
Right this way, Two, non–            Let me show you to your table. How many in your
smoking?, No smile                   party? Do you have a smoking preference?
What? Huh? - Is everything           Excuse me? Pardon me? - How is everything for you
okay?                                this evening?
Are you ready to order? What         Do you have any questions about the menu? Have you
can I getcha?                        been to an Outback lately? Would you like to start with
                                     an ice cold Fosters?
No problem, Not a problem,           My pleasure. I’ll be happy to. Certainly.
Okay, Okey-Dokie. I’ll do it. I
got it.
Thanks (for what?)                   Thank you for waiting. Thank you for dining with us.
Are you done? - Do you need          May I remove this for you? - I’ll return with your
change? - Do you want a box          change.—May I wrap this for you?
for that? To-go?
    Speak in complete sentences. Don’t answer a question with just a yes or no.
    CROW (Customer Right Of Way) – Always allow a Customer to have the right-of-way
     when walking through the Dining Room
    5/10 Rule—If you are within 5 feet of a Customer you should acknowledge them verbally;
     If you are within 10 feet of a Customer you should acknowledge them with a smile.
    Silent Service—you can give great non-verbal service (i.e. pre-bussing, no ask refills).
     Especially if they are in the middle of a conversation.




Property of Outback Steakhouse Inc., Training and Development March 2006                     11
In-House Training Outlines                                 Server Training – New Outbacker


Day Four: On-the-Floor Training (Optional)                                 Time: __________
   Clock in/ Find Section/ Sign for Guest Checks (Server Check-In Sheet)/ Check
    communication board
   Review Solo Shifts in upcoming schedule. Have you filled out a schedule request,
    Mate?
   Trainer follows Trainee during this shift and helps when needed
   You will be handling tables during this shift and Trainer should assist with any cook-ups and/or
    recooks

Have Trainee observe & practice the following: (TouchPoint™) – Review & Initial
       Menu Conversations!                                 Sense of Urgency at all times
       Full Hands In – Full Hands Out                      Team Player/ Running Sidework
       Polish up on ticket writing needs                   How to refill POS printer paper
       Art of Communication                                Performance based scheduling
       Consolidation of Steps/ Anticipating                Salesmanship of Food & Adult Beverages
       needs of the Customer                               – offer suggestions
       The whole restaurant is your section –              Food Running is #1 Priority –
       helping your neighbor                               importance of team player
       S.T.A.R.S. – how can you affect STARS in            ALWAYS get a Manager for compliments
       your restaurant?                                    or concerns, no matter how small!!
       Customer dictates pace of Service – not             Kitchen Relations – we are all on the
       us!                                                 same Outback team (learn names)
       Outback Hospitality Basics – go above               Sanitation is priority: wash your hands,
       and beyond!                                         work clean throughout shift
       Table Cleaning Procedures – Be                      Checkout Procedures
       thorough!

   Trainee should do a Menu Conversation for Managing Partner or Manager
   Sit down for Training Dinner
   Review and Initial Checklist with a Manager
   Go through ―Are You Ready‖ with Proprietor (or) Manager




Property of Outback Steakhouse Inc., Training and Development March 2006                              12

				
DOCUMENT INFO
Shared By:
Categories:
Stats:
views:4723
posted:12/11/2010
language:English
pages:23