Docstoc

Server Training Manual

Document Sample
Server Training Manual Powered By Docstoc
					This is a template that can be customized to provide the employees of a restaurant with
instructions on how to properly serve and wait on customers. This template covers all of
the necessary details for proper service. Server priorities, uniforms, responsibilities,
etiquette, guest complaints, food runners, teamwork, service standards and many more
service related issues are addressed in this template. This template can be used by
small businesses that operate as restaurants and want to provide their employees with
a detailed and organized method of serving customers.
qwertyuiopasdfghjklzxcvbnmqwertyui
opasdfghjklzxcvbnmqwertyuiopasdfgh
jklzxcvbnmqwertyuiopasdfghjklzxcvb
nmqwertyuiopasdfghjklzxcvbnmqwer
            Server-Training Manual
tyuiopasdfghjklzxcvbnmqwertyuiopas
            [Type the document subtitle]

dfghjklzxcvbnmqwertyuiopasdfghjklzx
                 [Pick the date]




cvbnmqwertyuiopasdfghjklzxcvbnmq
wertyuiopasdfghjklzxcvbnmqwertyuio
pasdfghjklzxcvbnmqwertyuiopasdfghj
klzxcvbnmqwertyuiopasdfghjklzxcvbn
mqwertyuiopasdfghjklzxcvbnmqwerty
uiopasdfghjklzxcvbnmqwertyuiopasdf
ghjklzxcvbnmqwertyuiopasdfghjklzxc
vbnmqwertyuiopasdfghjklzxcvbnmrty
uiopasdfghjklzxcvbnmqwertyuiopasdf
ghjklzxcvbnmqwertyuiopasdfghjklzxc
vbnmqwertyuiopasdfghjklzxcvbnmqw
ertyuiopasdfghjklzxcvbnmqwertyuiop
            Widget
           Restaurant


                       Server Staff Training Manual




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not   3
                                                    Table of Contents
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Mission Statement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Server Priorities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Expectations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Uniform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Clocking In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Server Pre-Shift Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Etiquette . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Guest Complaints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Alcohol Awareness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Bartender Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Expediter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Food Runners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Guest Time Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Take-Out Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Front of House Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. .13
Teamwork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
10 Steps of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . 15
Service Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Server Post-Shift Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Cash Handling and Cash out Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Menu Abbreviations and Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
Lunch Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Dinner Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Example Evaluation Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . 27
Server Quiz . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                                                          4
                                               Introduction


        Welcome to Widget Restaurant! Widget’s is a family owned and operated
restaurant and has been in ___________ since 20__. Our goal is to have a highly
motivated and trained staff to give our customers the best dining experience possible.
We are a casual fine dining, which means we serve the finest foods and service in a
relaxed atmosphere.
    Guests come to Widget’s and other restaurants for the experience just as much as they
come for the food. When the guests walk out of our door, they need to be in the best state
of mind because their memory of the experience can last forever. Your job as a server,
runner, bartender or any front of the house position is to guide our guests through their
dining experience. We have to meet their wants and needs to remain a successful
business.
    The following pages are for you to learn and keep as a reference. Please feel free to
ask any questions at any point.

          The more motivated you are to help us fulfill our promises to the guest; the more
                              successful you will find yourself.




                                  Welcome to Widget’s Restaurant!




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                 5
                                               Mission Statement

             Widget’s Restaurant will provide the food and service to __________ and the
         surrounding areas in a casual fine dining atmosphere. Widget’s atmosphere will
         accommodate all types of dining ranging from business meetings to family
         outings. Our staff will guide every guest through their meal and will stop at
         nothing to meet every guest’s need.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not              6
Server Priorities

    1.   Fantastic Service to every guest
    2.   Deliver food and drinks
    3.   Greet tables
    4.   Bus tables
    5.   Duration Duties
    6.   Polish and Roll silverware
    7.   Fold Napkins
    8.   Have and maintain a working knowledge of the menu



Server Expectations

        Be on Time – Every minute counts in the restaurant business and reporting late
         effects everyone: you, fellow employees, management, and most importantly the
         guest.
        Proper Uniform – The uniforms we have chosen were done so to give the best
         first impression possible to the guest. Uniforms that are dirty, wrinkled, or
         incomplete give a poor fist impression to our guest and is unacceptable.
        Take Pride – We expect you to do your best work at all times and you can expect
         the management to assist you in this quest.
        Willingness to Learn – Everyday will offer learning opportunities. You will
         need to be an aggressive learner and never hesitate to ask questions about
         something.
        Professionalism – Always treat guest and fellow employees with
         professionalism.
        Respect – Leave your egos, attitude and personal problems at the door. Each
         guest (and team members) must be treated with the utmost respect that they
         deserve.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not             7
Uniform
Your uniform should always be clean, straight and complete upon arriving at Widget’s.

         Lunch
                 Khaki pants or skirt
                 Widget’s logo polo shirt (Widget’s will provide one shirt)
                 Black shoes with Black belt or Brown shoes with a Brown belt. (all male
                  servers must wear belts)

         Dinner
                 White long sleeve button down shirt
                 Silver tie
                 Black pants
                 White Apron (Widget’s will provide the apron)
                 Dinner Vest
                 Black shoes with a Black belt

         All the Time
             Hair is to be neatly combed or brushed
             Girls with long hair must have it pulled back
                 Hair should be dry upon arriving at Widget’s
                 NO piercing in anything other than the ears for females (excessive
                  piercing in ears in also not tolerable)
                 NO piercing of any kind for males
                 Uniforms must be worn properly (no sagging, etc.)
                 Always be wearing slip resistant safety shoes while working
                 No chewing gum
                 You always have to be presentable to the guests.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                8
Clocking In and POS Computer System

        You will clock in using the POS computer system. You use your employee ID
         number and the computer will print out a receipt of your time.
        There is a 10 minute window to clock in. For example if you are scheduled for
         10:00, you will be allowed to clock in from 9:50 to 10:10, out of that window will
         require a manager override.
        You also use the POS system to clock out, be sure to double check the times you
         worked and how to print the week to date times, for your records, in case there is
         a payroll error.
        The POS (Point of Sale) Computer System is our way of taking food orders and
         the only communication means needed between front and back of house.
        This system also helps us tract food and beverage cost and quantity.
        Intentional damage of our system will result in immediate termination of your job.


Server Pre-Shift Responsibilities
        The duties listed below are subject to change on a daily basis at the discretion of
         the manager or chef.
        Come with a $20 bank ($10, $5, 4-$1, and change) to ensure you will be able to
         make change for guests throughout the night.
        Inform manager that you are here.
        Check in at host stand so they know you are here.
        Check Specials Board. This lets you know what items the chef has added and will
         let you know what items are limited or 86’ed.
        Read communication notes. These are found on the POS screen when you clock
         in; they let you know of any changes, employee meetings, etc.
        Check your station. The tables and chairs in your section should be clean and
         aligned correctly.
        Check closing duties from previous shift. Double check to make sure everything
         is clean, stocked, and ready to go.
        Check Beverage napkins.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                 9
Etiquette

        When using the telephone your undivided attention should be on the caller, this is
         a first impression.
        Answer the phone between 2 and 4 rings.
        Smile when you answer, your voice will reflect it.
        Identify the restaurant and yourself. “Widget’s Restaurant, this is “Billy Bob”
        Before placing a caller on hold always ask if they could hold.
        Never leave a caller on hold for more than 1 minute without checking back with
         them.
        Take order completely from caller or message and make sure to get their name
         and number.
        Never give out an employee’s phone number, these types of calls should be
         directed to a manager.
        If the guest has a complaint, thank them for calling and inform them that you are
         going to get a manager. Write down their name before putting them on hold and
         give it and the nature of the complaint to the manager. If they begin immediately
         with their complaint, listen until they are finished before responding.
        Never “cut in front” of a guest. The guests always have the right-of-way and
         always smile and say “excuse me”.
        Always open doors for guest if you are by a door especially females.
        Single dinners are important also, be super friendly and never say “Just one?” Let
         them know we serve a full menu at the bar or seat them at a two top in the dining
         room. 25% of households are made up of 1 person. The single person household
         spends 44% of their food budget in restaurants. Also business travelers are often
         alone.
        Cell phones are not allowed on the premises at all. Leave them in your car or at
         home.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                10
Guest Complaints
       When handling a guest complaint always try to create a positive atmosphere by
remaining calm, courteous and sincere. When complaints are solved properly guest are
more satisfied than if the problem never occurred. The first thing out of your mouth
should be an apology, and then take the following steps:

Dining Room Complaints
    Take immediate action to all complaints.
    Get manager immediately if: you sense guest is dissatisfied or if they request one.
    Listen to guest’s problem.
    If the problem is with their seat, reseat them where they want if possible.
    If the problem is with the food, and they have not eaten all of it yet, take the plate
      off the table and back to the kitchen. Place the correct order using the POS
      system and notify the kitchen to expedite it and then the manager to comp it.
    Never place blame on another employee or department (“it’s the kitchen’s fault”)
      when talking to guest about complaints. When something goes wrong it is the
      responsibility of the whole crew!
    If the complaint is with music or room temperature, tell the guest you will take
      care of it right away and then notify a manager.

Abusive Guest
   Notify manager immediately if guest becomes abusive.
   Abusive is defined by loud or profane language, physical contact (grabbing an
      employee or guest, acting up), drunken, or disorderly conduct.
   If the guest is unwilling to control themselves, the manager may be forced to
      remove the guest or to have the police remove the guest.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                11
Alcohol Awareness

      The legal drinking age is 21. No exceptions.
      Check ID’s of all customers that look under 30.
      Acceptable ID’s are: State issued driver’s license with picture, passport, state or
       military issued ID with picture. NO other form of ID will be accepted.
     Any decisions regarding the service of alcohol should be made by the manager on
       duty. The bartender or a server has the right to refuse service to anyone they
       he/she feels, but must notify the manager of the action.
     If an intoxicated guest comes into the restaurant do not serve them under any
       circumstance and notify the manager.
     No alcoholic beverages can be taken away from the premises.
     No guest known to be driving any motor vehicle should be allowed to leave if
       they are intoxicated. Take all necessary actions available (offer free non-
       alcoholic drink like coffee, offer a free cab ride). If guest refuses, record the
       incident. Report to the manager and he/she may decide to call the police.
A manager must be notified of the following situations and if requested may deal with the
following situations:
           1. Improper Identification (fake or questionable, tampered or out of date)
           2. Signs of Intoxication (slurred speech, belligerence, foul language, lack of
               coordination, nuisances, irrational behavior or statements, glassy eyes,
               etc.)
           3. Guest who have been barred previously


Bartender
        The bartender is in charge of all alcoholic beverages served.
        During lunch the manager or front of house assistant will act as bartender.
        Table orders will print out at the bar, make the drinks and place them in the
         designated pick-up stop.
        Bar guest are there for several reasons (waiting for a table, eating there due to
         availability or smoking preference, or just having a drink). All bar guest are
         entitled to the full restaurant menu and service as offered in the dining room.
        You are required to know and abide by all South Carolina liquor and beer laws
         and regulations. Management will provide a copy for you upon hiring.
        You are responsible for the cash drawer.
        Mixed drinks will be made with 1.25oz of liquor.
        Liter bottles will make 25 drinks and 750 ML bottles will make 18 drinks. This
         gives some flexibility in pouring, but not much. Make sure you can pour the
         proper amount or you can be held responsible for lost revenue.
        The manager must sign off on bar inventory before and after each shift.
        Employees are not allowed to sit at the bar during breaks.
        Employees on days off pay full price for all alcohol.
        Bartender is responsible for the sale of bakery goods during the dinner shift.



© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                 12
Expediter

The expediter is hired to guarantee that our guest have their food the way it was ordered
and at the highest standards. They will check every plate to ensure:
     Product quality
     Cooked properly
     Time standards
     Communication between servers and kitchen
     Cleanliness of the expo and server areas
The food runners will also check for these things and if something is wrong they shall
bring it to the expediter’s attention.


Food Runners

        The number one responsibility is to get food to the tables.
        Be sure to double check the expeditor for accuracy.
        Arrange the plates according to the seat numbers on the tickets.
        Place entrées directly in front of the guest, serve from their left when applicable.
        Serve Ladies first.
        You might also need to assist the servers with drink refills, pre-bussing, and
         bussing.
        Always pre-bus tables as you pass them on your way back to the kitchen.
        Remember, you are part of the restaurant flow and on the same team as everyone
         else.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                   13
Guest Time Standards

     The server is completely responsible for the timing of food.
     The chart below outlines acceptable timing for lunch and dinner meals.
     When times exceed the acceptable times the manager must notified and then they
      have to visit the table and may or may not comp the guest’s meals.
    Serving food too quick is also a problem, known as the “Salad Slam” is when an
      entrée is served while the guest are still eating their salad or appetizer.
    It is your job to ensure the kitchen gets the ticket is a timely manner; procedures
      for this are described in further detail later in the handbook.
Timing Chart
                             Acceptable
 Action                      Time                    Unacceptable
 Seat Open Table             1 minute
                                    30 seconds and
                                    try to take drink
 Greet Guest                        order at 1st visit          1+
 Drinks                             2 minutes                  6+
 Appetizers                         1-9 minutes                15+
 Salads                             3 minutes                  6+
 Entrée (Lunch)                     1-10 minutes               15+
 Entrée (Dinner)                    13-15 minutes              25+
 Food Check-Back                    1 minute
 Check to Guest                     At 1st food
 (Lunch)                            check
                           Following
 Check to Guest            dessert or dinner
 (Dinner)                  beverage
 Change to Guest           1 minute            5+
 Bus Table                 30 seconds
These times may vary depending on the amount of guests at a particular table.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not              14
Take-Out Procedure
Take out guest are just as important as any other guest
Lunch
    All phone calls during lunch period are answered by the to-go person.
    He/She will take the order using the POS system, and will prepare the drinks and
       any other things necessary for pick-up.
    He/She will also be responsible for the cash drawer during the lunch shift.
    The expeditor or a runner will bring the order to the drive thru after it is
       completed and checked for quality.
    In the case of a walk-in placing a take-out order the host will direct them to the
       bartender, who will then take tier order and prepare it for pick up.
Dinner
    All phone calls during dinner shall be answered by the host station; take-out
       orders shall be transferred to the bar.
    The bartender is responsible for taking the order using the POS system, preparing
       the drinks and anything else necessary for pick up.
    The expeditor or a runner will bring the order to the bar after it is completed and
       checked for quality.
    The drive thru window will be closed at dinner.
Catering / Deliveries
    All catering / delivery orders shall be taken by the take out person or manager on
       duty.
    Quotes on catering and delivery can be made by the take out person; unless they
       are unusual then the manager must make the quote.
    Delivery orders are done the same way as take-out orders, except the delivery
       person will help prepare them and then take them.
    Catering orders will be put together by the take out person with the help of the
       delivery person.


Front of House Assistant

      This position is only available during lunch.
      Help with take-out orders and deliveries when possible.
      Responsible for bar with exception of the cash drawer all of the above duties
       apply.
      Responsible for Bakery Goods.
                  - Preparation if needed in kitchen.
                  - Presentation of the goods and of the display case.
                  - Sale of bakery goods.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                15
Teamwork
Being part of the team is crucial to your success at Widget’s Restaurant.
    Restaurant Flow
         1. When going to and from your section, the kitchen, and wait station the
             traffic flow is set-up so that every server passes other server’s tables.
         2. The idea is that when you are passing each other’s tables you can help bus
             and pre-bus or respond to immediate guest’s request.
         3. This ensures that a guest will never be left alone in the dining room if their
             server gets tied up.
         4. Never leave the dining room or enter it with empty hands.
    Bussing and Pre-Bussing
         1. Pre-Bussing and bussing tables is the key to turn tables.
         2. To pre-bus, remove anything that the guest is finished using (appetizer or
             salad plate, empty bar glass, entrée plate, etc).
         3. Never stare at the guest waiting for them to finish, it is rude. Wait until they
             look like they’re finished and then remove the plate. If there is still food on
             their plate, ask if they are finished.
         4. Remove the items from the guest’s right side.
         5. Be sure that the guest is finished with the item before you take it.
         6. Do not rush a guest or give the guest a rushed feeling with “intense” pre-
             bussing or excessive asking.
         7. Bussing tables is also a key to turning tables quickly.
         8. While bussing tables, follow these steps:
                    Clear all dirty dishes and silverware and take to dish area.
                    Take soiled linen to the washroom.
                    Wipe off table condiments (salt and pepper shakers and etc.)
                    Check floor and seats for food or trash.
                    Re-set table and straighten chairs.
                    Never pass an un-bussed table.
                    Report the clean table to Host station.
       *The more efficient you are at pre-bussing and bussing the more tables you will
       turn and the more money you will make*
    Running Food
         1. Getting the food to the guest is a top priority.
         2. Scheduled food runners will do most of the food running.
         3. If there is no one to run food, the expeditor will delegate to servers or
             anyone walking through to run the food.
         4. Before departing for the table, arrange the plates in your hand as you will set
             them on the table in accordance to the seat number sprinted on the ticket.
         5. Place food from the left of a guest and put it directly in front of them.
         6. Always warn guests of hot plates and never use abbreviations with guests.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                 16
10 Steps of Service
    Service is what will separate Widget’s from the competition. The role of a server or
any front of house employee is to help the guest in whatever way needed. View your role
as a guide, leading the guest through their experience here at Widget’s Restaurant. These
following steps are important to the timing and perception of a guest’s experience.

    1. Greeting
           Guest should be greeted within 30 seconds of being seated.
           Avoid cliché greetings like, “I’m John and I will be your waiter tonight”.
              The truth is the guests don’t really care what your name is and you don’t
              want to sound like you have a rehearsed greeting. Be creative and natural
              with your table greetings.
           It is the responsibility of the server to greet.
           Smile and let the guests know that we are happy to have them dine with
              us.
    2. Drink Order / Appetizer Suggestion
           The first thing a server does at a table is take the drink order. Never tell
              the guest you will be right back to take their drink order.
           Take ladies orders first.
           Ring the drink order in by seat number with the POS system, this ensures
              proper delivery.
           Alcoholic Drinks:
                    - When a guest asks for a mixed drink and does not specify a
                        brand, ask if there is a particular brand they prefer, do not
                        suggest a brand. If they have no preference, give them the house
                        brand.
                    - Wine orders can be confusing, as a server you should know
                        about our wine list and what foods to pair wine with. However,
                        if you do not know find a manager, bartender, or chef to help, we
                        do not want to guess and possibly degrade to guest’s experience.
                    - Alcoholic drinks are not automatically refilled; ask the guest if
                        they want another drink or another glass of wine.
                    - Know what is in a mixed drink and how they are made.
                    - When a guest asks for a beer, ask them if they would like that in
                        a cold mug, otherwise it will come in a bottle. This saves us from
                        having to wash mugs that a guest may not use. Reminder: older
                        guest and women usually prefer beer served out of a glass,
                        younger guest may prefer to drink right out of the bottle.
                    - Always check ID’s when the guest looks younger than 30 years
                        old.
           Water orders are not automatically served with a lemon, ask the guest if
              they want one.
           When a guest orders water ask them if they prefer bottle or tap water.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not               17
                 When a guest orders a soft drink, coffee, or tea never assume that it will be
                  a sweet tea or a regular coffee. Always ask and keep a note of it so you
                  don’t have to ask them again when you refill it.
                 Refill water, tea, coffee, and soft drinks automatically.
                 When the drink order is complete, ask the guest if they had a chance to
                  look at the appetizers.
                 If they have, take the order, if not tell them you will be right back with
                  their drinks.

    3. Drink Delivery / Appetizer Order
       *All drinks should be refilled when they are ½ empty. Ask if the customer wants
       another alcoholic drink when it is ½ empty also.
       Iced Drink Service
                    - Make sure glass has no spots on it or is chipped.
                    - Fill glass all the way up with ice.
                    - Fill drink ½ inch from top of glass.
                    - Straws are given on request only.
                    - Every new drink gets a new beverage napkin.
       Bottled Beer Service
                    - All beer we serve will come from bottles.
                    - Place the beverage napkin under the mug.
                    - Open the beer and ask the guest if they would like you to pour it.
                    - If yes, pour the beer correctly and remove bottle from table.
       Wine Service (This is the most important to serve correctly)
                    - If it is a white or zinfandel, take an ice bucket to the table with
                        the bottle.
                    - Place a glass in front of each guest.
                    - Present bottle to the host to ensure it is correct.
                    - Open wine, place the cork in front of the host and pour a 1oz
                        serving for taste.
                    - After host’s approval move in a clockwise motion and pour
                        everyone, ladies first, a 3oz serving ending with the host.
                    - Place the bottle back on the table.
                    - Usually the guest will refill their own glasses, if not when you
                        return to the table ask if you can refill anyone’s glass.
                    - If the guest orders another bottle of wine of the same label and
                        year, no new glasses are need. If it is a different bottle, bring
                        fresh glasses to the table and repeat the above procedure.
       Coffee Service
                    - Use one cream container per customer.
                    - Pour coffee ½ inch below the rim.
                    - Refill coffee automatically and unless they change types no new
                        mug is needed.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                    18
       Appetizer Order
           Answer any questions a guest may have about the menu. When making
              recommendations or answering questions make sure all guest at the table
              can hear you.
           Suggest a particular appetizer like: “Would ya’ll like to try our Eggplant
              and Goat Cheese Napoleon with a balsamic reduction and sun dried
              tomato oil?”
           During lunch, ask if they would like their appetizer prepared the same
              time as their entrée order to save time. If so take their entrée order and put
              both orders into the POS system at the same time.
           If no one wants an appetizer, move on and ask if they are ready to give the
              entrée order.
           Immediately after the appetizer is entered into the POS system it is your
              responsibility to deliver the proper amount of appetizer plates and forks to
              the table.
           Place them all in a stack and leave them there for the entire meal in case
              the guests want to share entrees or whatever.
    4. Deliver Appetizers / Take Entrée Order
              During lunch, do not give the guest their bread until they have ordered an
              entrée. We do not want to guest to spoil their appetite on free cornbread.
           Place appetizers near the guest that ordered them according to the seat
              number on the ticket.
           Ask the guests if they have decided on an entrée order yet, if no, tell them
              you will give them a couple minutes.
           You might have to suggest something or tell the guest what the most
              popular items are. Always try to up-sell when possible. If they order an
              entrée that doesn’t automatically come with a salad, always offer one. If
              you feel comfortable you might suggest a bigger entrée also (for example
              the 8oz steak instead of the 6oz).
           Write down and explain meat temperatures. Hamburgers and the
              Hamburger steak can only be cooked medium-well or well done.
           Steaks or Fish can be cooked to any temperature from rare to well done.
              The following chart will help you learn and be able to explain to guest our
              cooking guide.
              Rare – Cold red inside
              Medium Rare – Warm red inside
              Medium – Hot red inside
              Medium Well – Hot pink inside
              Well Done – Brown inside

    5. Quality check appetizers / send entrée order to kitchen ½ way through appetizer
           Check to ensure the guests are enjoying their experience and their
              appetizer when they are ½ way through eating it. If they don’t eat more
              than half this is an indication that they don’t like it. In this case get the
              manager to come check on them.



© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                  19
                 The timing of sending the entrée order to the kitchen is extremely
                  important to the overall experience. The most common mistake in
                  restaurants is the improper timing of food.
                 You can time this two different ways:
                      - Place the order in the POS system immediately after you have
                          taken it, but use the “hold” feature and then just send it when the
                          appetizer is ½ way completed.
                      - Keep the order on your pad and enter and send it at the same time
                          (1/2 way through the appetizer)

    6. Quality check salads / pre-bus table
           Check drinks.
           Check ashtrays.
           Remove ashtrays after they have two or more cigarettes in them. Place a
              clean ashtray on top of the dirty one and lift both together away from the
              bar, then put the clean one on the bar. This prevents ashes from blowing
              into food.
           Pre-bus tables
           Bring condiments to the table if food normally comes with them like
              ketchup for a burger. The condiments should be on the table before the
              food arrives.

    7. Quality check entrees
           Check entrees after guest has had a chance to try them, after a couple
              bites.
           Be specific when checking and encourage guest to be specific with us.
              We want them to express their true feelings about an entrée.
           Never ask, “How is everything?” Ask, “What else can I do for you?”
           During lunch this is a good time to ask if they will want desert (if they
              look like business diners on a lunch hour). If they don’t want anything
              else, leave the check on the table and thank them.
           Pre-bus and check drinks.
           If a guest leaves more than ½ of their food on the plate ask them if you can
              get them a to-go box, if they don’t want one ask if anything was wrong
              with it. If so get the manager.

    8. Present Dessert and After Dinner Drinks menu / Pre-bus table
           You should always have several after dinner menus in your apron.
           Give 1 menu to every 2 guest.
           Pre-bus table (everything should be off the table at this point except their
              drinks).
           Check drinks.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                    20
    Order and Deliver Desserts, Coffee, or Liqueurs
            Entice the guest to order a dessert by your description. Do not say,
              “Would you like some dessert?” Say, “Can I bring you a slice of our
              Kahlua cake with homemade whipped cream and warm strawberry
              sauce?” This makes it more difficult for the guest to turn down.
            Always suggest coffee or an after dinner liqueur. This enhances the
              guest’s visit while the sell increases your tips.
            Make sure you have a working knowledge of the after dinner drinks and
              cordials.
            When delivering desserts, ask the guest how many forks or spoons they
              would like. Guests often share desserts.
            Check the drinks.

    9. Present Check
           Ask the guest if there is anything else you can get for them, if not leave
              the check on the table in front of the host.
           The check can be divided any and every way possible using the POS
              system, if it is not obvious, ask the guests if they would like you to split it
              for them.
           Never act like it is an inconvenience to split a check, it is very simple.
           Tell them that you hope their dining experience was great.
           Check the drinks.
           Never ask a guest if they need change.
           Return to check with receipt and change within 1 minute from the time
              you pick it up.
           Thank them for coming and invite them back to dine with us again.
           Continue to check drinks and pre-bus until the guests leave. Never let
              them feel alone in the dining room.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                   21
Service Standards to Remember
        Replace all drinks when they are ½ empty.
        Ask to replace all alcoholic drinks when they are ½ empty.
        Pre-bus everything on a table that is not needed.
        Replace ashtrays after 2 cigarettes.
        Serve all children’s drinks in to-go cups with lids and straws.
        Wipe down high chairs before you put them up.
        Hold glasses by the base or stem.
        Wipe up any spills, no matter what section it is.
        Warn guests about hot plates.
        Check general quality of table (chairs, salt and pepper, sugar packets, etc.).
        Always look for tables to greet.
        Have a smile on your face at all times.
        Hold the high level of serviced expected at Widget’s.



Server post-shift responsibilities
        These duties are subject to change on a daily basis by the discretion of the
         manager or chef.
        Clean wait station.
        Clean your section.
        Every day will have different cleaning responsibilities.
        Under no circumstance will a server pay a member of the kitchen staff to do his or
         her side work. This practice is not allowed in any restaurant and causes conflicts
         between the front and back of the house. Front and Back of the house positions
         are paid differently and for this reason they have different duties.




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                   22
Cash Handling and Cash out Procedure
        Servers are responsible for their cash.
        The bartender (dinner) and the take out person (lunch) will be the only people
         with access to cash drawers. They will make change for you at their discretion.
        The manager will tell you how much cash you owe at the end of the night based
         on your cash sales.
        The manager will then give you any tips left on credit cards.
        You are responsible for your cash and you will be held responsible for any
         discrepancies.
        To speed up this process give all your credit card receipts and all other paperwork
         to the manager immediately after your last table pays, then do your side work.
         The manager will get your money to you as quickly as possible.




Menu and Restaurant Abbreviations

Abbreviations
86’ed – An item on the menu is out. Remember to check the 86 board in the kitchen
every shift.
Specials – Any item the Chef makes special for that day. Check the board every shift for
these also.
Comp – When an item is given away free of charge by a manager.
Re-Cooks – If a customer is not satisfied with how an item is cooked, then it is taken
back to the kitchen and re-cooked and returned to the table with top priority.
Fire – Lets the kitchen know that your table is ready for that particular item. (Example:
fire the entrees for table 3)




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not                 23
Policies

No cell phones allowed on the premises.

Employees will receive 50% off on meals eaten on days off. Employee guests pay full
price.

Employees pay full price for all alcoholic drinks. (Only consumed when not on the
clock)




© Copyright 2011 Docstoc Inc. registered document proprietary, copy not             24

				
DOCUMENT INFO
Description: This is a template that can be customized to provide the employees of a restaurant with instructions on how to properly serve and wait on customers. This template covers all of the necessary details for proper service. Server priorities, uniforms, responsibilities, etiquette, guest complaints, food runners, teamwork, service standards and many more service related issues are addressed in this template. This template can be used by small businesses that operate as restaurants and want to provide their employees with a detailed and organized method of serving customers.
This document is also part of a package Food and Beverage Business Templates 8 Documents Included