powerful restaurant forms

Table of Contents

CHAPTER TITLE Page

1 INVENTORY CALCULATOR SPREADSHEET …………………………………………………………….. 4

MEAT SEAFOOD INVENTORY ………………………………………………………………………….. 5

PRODUCE INVENTORY ………………………………………………………………………………….. 6

DRY GOODS INVENTORY ……………………………………………………………………………….. 7

FROZEN GOODS INVENTORY ………………………………………………………………………….. 8

LIQUOR INVENTORY ……………………………………………………………………………………… 9

WINE INVENTORY ………………………………………………………………………………………… 10

BEER INVENTORY ………………………………………………………………………………………… 11

FOOD & BEVERAGE REPORT ………………………………………………………………………….. 12

2 DAILY SALES LEDGER ………………………………………………………………………………………. 13

FORM: DAILY SALES LEDGER …………………………………………………………………………. 14

3 PREPARATORY WORKSHEET ……………………………………………………………………………….. 15

FORM: PREP. WORKSHEET ……………………………………………………………………………… 16

4 PURCHASE ORDER GUIDE ………………………………………………………………………………… 21

FORM: PURCHASE ORDER ……………………………………………………………………………… 22

5 CORRECTIVE ACTION FORM ……………………………………………………………………………… 23

FORM: CORRECTIVE ACTION …………………………………………………………………………. 24

6 EMPLOYEE HANDBOOK ……………………………………………………………………………………………. 26

WELCOME LETTER ….………………………………………………………………………. 27

EMPLOYEE HANDBOOK: TABLE OF CONTENTS ……………………………………………………… 28

7 SERVER TRAINING MANUAL …………………………………………………………………………………… 53

INDEX: DINING ROOM SERVER ……………………………………………………………………………. 54

IINNVVEENNTTOORRYY

CCAALLCCUULLAATTOORR

SSPPRREEAADDSSHHEEEETT

MEAT_SEAFOOD INVENTORY

ITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL TOTAL

INVENTORY

PRODUCE INVENTORY


INVENTORY

DRY GOODS INVENTORY


INVENTORY

FROZEN GOODS INVENTORY


INVENTORY

LIQUOR INVENTORY


INVENTORY

WINE INVENTORY


INVENTORY

BEER INVENTORY


INVENTORY

FOOD & BEVERAGE REPORT

WEEK OF:

COST OF FOOD %

COST OF BEVERAGE %

MEAT_SEAFOOD

PRODUCE

LIQUOR

DRY GOODS

WINE

FROZEN GOODS

BEER

FOOD TOTAL

BEVERAGE TOTAL

BEGINNING INVENTORY

BEGINNING INVENTORY

ENDING INVENTORY

ENDING INVENTORY

PURCHASES

PURCHASES

ADJUSTMENTS

ADJUSTMENTS

USAGE

USAGE

SALES

SALES

DAILY SALES

LEDGER

DAILY SALES LEDGER

WEEK OF: 12-Mar-10

12-Mar

13-Mar

14-Mar

15-Mar

16-Mar

17-Mar

18-Mar SUMMARY %

MONDAY

TUESDAY

WEDNESDAY

THURSDAY

FRIDAY

SATURDAY

SUNDAY

FOOD #DIV/0!

LIQUOR #DIV/0!

BEER #DIV/0!

WINE #DIV/0!

TOTAL SALES #DIV/0!

TAX #DIV/0!

GIFT CERT. PURCHASED #DIV/0!

GROSS SALES

COMPS #DIV/0!

DISCOUNTS #DIV/0!

PROMOTIONS #DIV/0!

GIFT CERT. REDEEMED #DIV/0!

NET SALES

VISA/MC #DIV/0!

AMEX #DIV/0!

DISCOVER/OTHER #DIV/0!

TOTAL CREDIT CARDS

#DIV/0!

CASH #DIV/0!

CHECKS #DIV/0!

TOTAL CASH #DIV/0!

NET RECEIPTS #DIV/0!

NUMBER OF COVERS

SALES PER GUEST #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

PREPARATORY

WORKSHEET

PREP WORKSHEET WEEK OF: 1-Jan-10

1-Jan 2-Jan 3-Jan 4-Jan 5-Jan 6-Jan 7-Jan

MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY

ITEM UNIT PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP

PURCHASE ORDER

GUIDE

PURCHASE ORDER

WEEK OF: 1-Jan-10

Ace Hardware

562 619 9799

ITEM UNIT PAR OH ORDER PAR OH ORDER PAR OH ORDER PAR OH ORDER

CORRECTIVE

ACTION FORM

EMPLOYEE

HANDBOOK

WELCOME LETTER

elcome etter W L

Welcome To Our Team!!

We welcome you to our restaurant. We look forward to the opportunity to work with you and want you to know that we recognize our employees as one of our most valuable resources. Our continued success in providing the highest quality of food, beverages and service to our customers depends on having quality people like yourself and your fellow employees. We want you to enjoy your time here and are committed to helping you succeed in your new job.

We have prepared this handbook to answer some of the questions that you may have concerning our restaurant and its policies. This handbook is intended solely as a guide. Read it thoroughly, if you have questions about anything, contact a manager for assistance.

We hope you find your time with us to be an enjoyable and rewarding experience.

Once again, welcome to our restaurant!

Sincerely,

_______________________________________

..

Table of Contents

……………………………………………………………………………………3 OUR MISSION

………………………………………………………………..3 OUR BUSINESS PHILOSOPHY

……………………………………………………………………...4 ABOUT OUR HANDBOOK

………………………………………………………………………...5 EMPLOYMENT POLICES Hiring ....................................................................................................................................... 5

Orientation Period .................................................................................................................... 6

Training .................................................................................................................................... 6

Evaluations ............................................................................................................................... 6

Overtime.................................................................................................................................... 7

Standard s of Conduct .............................................................................................................. 8

Harassment.................................................................................................................................10

Absences ....................................................................................................................................11

Tardiness ...................................................................................................................................12

Resignations ..............................................................................................................................12

Payment Procedures ..................................................................................................................12

Benefits .....................................................................................................................................14

………….…………………………………………18 RESTAURANT POLICES AND PRACTICES

Customer Service......................................................................................................................18

Management/Employee Relations ...........................................................................................19

Safety.........................................................................................................................................21

Sanitation ..................................................................................................................................22

Dress Code ...............................................................................................................................23

Accidents and Emergency Situation s ......................................................................................24

Alcohol Serving Policy ............................................................................................................25

Solicitation ...............................................................................................................................26

HANDBOOK RECEIPT ….…………………………………………………………….……….….. 27

Our Mission

Our restaurant’s mission is to enrich the lives of our

guests, our employees and owners. We do this through

superior quality food and beverages, legendary customer

service, sales growth, cost controls and treating our

employees like family. We believe that our employees are

one of our most important resources and our success

depends upon creating and retaining a staff capable of

delivering an exceptional dining experience to every

customer, every time.

Our Way of Doing Business

Our restaurant’s success depends on our people. Our

restaurant can only prosper and provide opportunities for

employment and growth when we continually improve

ourselves, and the work we do. We recognize however, that

success is not measured by sales; guest counts, and

numbers alone. We are measured as much by the way in

which we achieve our goals, as we are by the actual

achievements themselves. We believe that a commitment to

uncompromising values and integrity should always guide

our decisions and actions as we pursue our goals.

Following are the core values that form the foundation of

our measurement of success:

We believe in providing legendary service . Our

goal is to provide the kind of unique and genuine sort of

personal care and attention that our customers tell stories

about.

We believe that good isn’t good enough. We never

stop trying to do it better, no matter how good we are. We

constantly strive to "raise the bar.”

We believe in honesty and trust. We work to build

trust with others in each and every transaction and

interaction. We recognize that honesty and trust form the

bond that holds organizations and relationships together.

We believe in the ongoing training and

development of our people. We see it as a worthy

investment in the future of the restaurant and as a way of

enabling our people to achieve their potential in whatever

they do.

We believe our continued success depends on

teamwork. We know that great achievements are only

possible from helping and respecting each other.

We believe in a clean and orderly restaurant.

From after shift cleaning to the little wipes and cleaning

made throughout the day, a clean restaurant is an appetizing

restaurant.

We believe in doing business in a professional

and orderly manner . While we promote a relaxed

atmosphere we expect your focus to stay on the job while

you are here.

We believe in being responsible to other s and to

our selves. We do what we say we are going to do when

we say we are going to do it. We believe in personal

accountability and avoid blaming others when things don’t

turn out as planned.

About this Handbook

This handbook is designed to help you get familiarized

with our restaurant. We want you to understand how

we do business and how important you and every employee

is in helping us take care of our guests and making this a

rewarding place to work.

The policies stated in this handbook may change from time

to time. It isn’t flawless either. We’ve done our best to

include as much information as possible in an easy-to-

understand manner.

This handbook is not a contract, which guarantees your

employment for any specific time. Either you or

our restaurant terminate your employment at any time,

for any reason, with or without cause or notice. Understand

that no supervisor, manager, or representative

other than the owner’s of our restaurant

has the authority to enter into any agreement with

you for employment for any specified period or to make

any such promises or commitments.

We wish you the best of luck in your position and hope that

your employment with our restaurant and as we

expressed earlier in this handbook, will be a very enjoyable

and rewarding experience.

Employment Policies

Hiring

It is our restaurant’ s policy to hire only United

States citizens and aliens who are authorized to work in this

country. As required by law, employees will be required to

provide original documents that establish this authorization

within three days of their date of hire. If the documents are

not provided within the three day period, we have no

choice, under the law, but to terminate the employee until

the appropriate documents are provided. Employees and

employers are both required to complete a form furnished

by the Department of Labor, form I-9. In Section 1 of form

I-9, the information provided by the employee must be

valid and authentic. If at any time during an employee’s

employment, it is discovered that any document used was

invalid or not authentic, the employee must, by law, be

immediately terminated.

Non-Discrimination

We are an equal opportunity employer . We

will not tolerate discrimination based on race, sex, age,

national origin, religion, sexual orientation, or disability.

Employment decisions, such as hiring, promotion,

compensation, training and discipline will be made only for

legitimate business reasons based upon qualifications and

other nondiscriminatory factors.

Age Requirements

All servers, as per the law, must be at least 18 years of age.

Employees under the age of 18 must comply with all

federal wage and hour guidelines, no exceptions. The

required work permits must be supplied when applicable.

No employees under the age of 18 years can take orders for

or serve alcoholic beverages.

Orientation Period

You have been through our employee selection process,

have been selected for employment and appear to have the

potential to develop into a successful employee. However,

we want the opportunity to begin the training period, get to

know you, see how you fit in with your co-workers and

determine if you are willing and able to carry out the

responsibilities for the position in which you were hired.

It’s also important for you to get to know us and become

familiar with how we operate to find out if this job is a

good fit, therefore, we have a 2 week Orientation Period for

that purpose referred to above. The 2 week period allows

both you and the Company to see whether or not it’s a good

fit and if not, part company as friends. During the

Orientation Period you will begin your training and be

observed by management. Also, during this time if you feel

you do not understand what’s expected of you or that you

need additional training, we encourage you to ask questions

and seek additional help from our management staff .

Evaluations

All employees receive written and verbal performance

evaluations twice a year, in March and September. The

evaluation process is intended to let you know how well

you’re performing and help you be more effective and

productive. The evaluation also gives you the opportunity

to share your thoughts about your performance and future

goals with your manager.

The evaluation process is an opportunity to identify

accomplishments and strengths as well openly discuss areas

and goals for any improvements. Depending on your

position and performance, you may be eligible for a pay

increase. Pay increases are not guaranteed. Rewards are

based solely on a person’s job performance and results.

Schedules

Schedules are prepared to meet the work demands of the

restaurant. As the work demands change, management

reserves the right to adjust working hours and shifts.

Schedules are posted weekly on Friday. Each employee is

responsible for working their shifts. Keep in mind the

weekends are our most crucial shifts.

You should arrive for your shift with enough time to make

sure you’re ready to work when your shift begins. We

suggest that you arrive 10 to 15 minutes before your shift

begins so that you have time to get settled and ready for

your shift. You should clock in when your shift begins and

be ready to start work immediately. Employees must enter

and exit through the backdoor during business hours not the

Front Door.

Schedule changes may be allowed only if you find a

replacement and get a manager’s approval. To be valid, the

manager must indicate and initial the change on the posted

schedule. The restaurant usually requires high levels of

staff on or around holidays, and other special events. We

understand that you have a life outside of the restaurant and

will always try to find a way to work with you on your

schedule requests. Schedule request need to be submitted 2

weeks in advance. We do ask you to remember just how

crucial each position is to the proper functioning of the

restaurant. Please remember that even though we will try to

comply with your requests, there is no assurance that you

will get the requested time off.

Overtime

In accordance with Federal Minimum Wage Law,

employees are paid overtime when they work more than 40

hours in one week. Hourly employees are paid at one and

one-half times their basic straight time rate for all over time

hours worked. Tip credit will be factored into the hourly

rate for tipped employees.

Standards of Conduct

Consistent with our Mission and values, it is important for

all employees to be fully aware of the rules, which govern

our conduct and behavior. In order to work together as a

team and maintain an orderly, productive and positive

working environment, everyone must conform to standards

of reasonable conduct and policies of the Restaurant. AN

EMPLOYEE I NVOLVED IN ANY OF THE

FOLLOWING CONDUCT MAY RESULT IN

DISCIPLINARY ACTION UP TO AND INCLUDING

IMMEDIATE TERMINATION WITHOUT A WRITTEN

WARNING.

1. Invalid Work Authorization (I- 9 form)

2. Supplying false or misleading information to the

Restaurant, including information at the time of

application for employment, leave of absence or sick

pay.

3. Not showing up for a shift without notifying the

manager on duty. (No call, no show, no job)

4. Clocking another employee “in” or “out” on the

Restaurant timekeeping system or having another

employee clock you either “in” or “out.”

5. Leaving your job before the scheduled time without the

permission of the manager on duty.

6. Use of foul or abusive language. Remember we serve a

variety of people including children

7. Disorderly or indecent conduct.

8. Gambling on Restaurant property.

9. Theft of customer, employee or Restaurant property

including items found on Restaurant premises.

10. Theft, dishonesty or mishandling of Restaurant funds.

Failure to follow cash, guest check or credit card

processing procedures.

11. Refusal to follow instructions.

12. Engaging in harassment of any kind toward another

employee or customer.

13. Failure to consistently perform job responsibilities in a

satisfactory manner within the 2 week orientation

period.

14. Use, distribution or possession of illegal drugs on

Restaurant property or being under the influence of

these substances when reporting to work or during work

hours.

15. Waste or destruction of Restaurant property.

16. Actions or threats of violence or abusive language

directed toward a customer or another staff member.

17. Excessive tardiness.

18. Habitual failure to punch in or out.

19. Disclosing confidential information including policies,

procedures, recipes, manuals or any propriety

information to anyone outside the Restaurant.

20. Rude or improper behavior with customers including

the discussion of tips.

21. Smoking or eating in unapproved areas or during

unauthorized breaks.

22. Not parking in employee designated parking area.

23. Not entering and exiting the restaurant through

approved entrance.

24. Failure to comply with Restaurant’s personal

cleanliness and grooming standards.

25. Failure to comply with Restaurant’s uniform and dress

requirements.

26. Unauthorized operation, repair or attempt to repair

machines, tools or equipment.

27. Failure to report safety hazards, equipment defects,

accidents or injuries immediately to management.

Harassment

It is this Restaurant’s policy to treat all personnel with

dignity and respect and make personnel decisions without

regard to race, sex, age, color, national origin, religion or

disability. We strive to provide everyone a workplace that

is free of harassment of any kind. Employees are

encouraged to promptly report incidences of harassment.

Sexual Harassment

All of our employees have a right to be free from sexual

harassment. Our restaurant does not condone

actions, words, jokes or comments that a reasonable person

would regard as sexually harassing or coercive.

Definition of Sexual Harassment

Sexual harassment encompasses any sexual attention, from

either gender, that is unwanted and is defined as

unwelcome advances, requests for sexual favors, or other

verbal or physical conduct of a sexual nature when:

1. Submission is made an express or implied term or

condition of employment or status in a class, program

or activity.

2. Submission to or rejection of the behavior is used to

make an employment or educational decision (such as

hiring, promotion or grading a course).

3. The conduct has the purpose or effect of unreasonably

interfering with a person’s work or educational

performance or creates an intimidating, hostile or

offensive environment for work or learning, including

harassment in the workplace from an outside party,

such as a vendor.

Sexual harassment may take many forms, for example:

1. Physical assault.

2. Direct or implied threats that submission to sexual

advances will be a condition of employment, work

schedule, promotion, job assignments, evaluation,

wages or any other condition of employment.

3. Direct propositions of a sexual nature.

4. Comments of a sexual nature.

5. Unnecessary touching, patting, hugging or brushing

against a person’s body.

6. Remarks of a sexual nature about a person’ s clothing,

body, sexual activity or previous sexual experience.

7. Employees need to be concerned not only with the intent

of their actions of this kind but also the effects; while

sexual harassment involves repeated, unwanted sexual

attention, persons involved in isolated or inadvertent

incidents demonstrate insensitivity toward others.

Repeated occurrences will be considered intentional

violations of the policy.

Anyone who feels it necessary to discuss what may appear

to be sexual harassment should report the harassment

promptly to at least two people who are in a supervisory or

management capacity. Your report will be kept as

confidential as possible. A prompt and thorough

investigation will be made. If a claim is substantiated, the

Company will take immediate and appropriate action,

including discipline and possible termination.

Absences

All employees are expected to work on a regular, consistent

basis and complete their regularly scheduled hours per

week. Excessive absenteeism may result in disciplinary

action, up to and including termination. Disciplinary action

taken because of absenteeism will be considered on an

individual basis, following a review of the employee’s

absentee and overall work record.

1. If you are going to be late or miss work, employees are

expected to call and talk to a manager at least 2 hours

before you are scheduled to work.

2. Any employee who does not call or report to work for

two consecutive shifts will be considered to have

voluntarily resigned employment at our restaurant.

.

3. Prior to taking a leave of absence for purposes of

vacation, personal leave, military or jury duty, or other

planned absence, an Employee Leave Request must be

made. An Employee Leave Request shall be submitted

via email to ( ) or in _______________________

writing to a manager and consist of a name, dates

requested off, and the reason for the request.

4. Employee Leave Requests should be submitted at least

two weeks prior to the scheduled leave date, unless the

request is due to an unexpected emergency. The nature

of the emergency should then be shared with an

owner/manager.

5. During the busiest months of the year September,

October, November, and December please do not

request any time off. Unless the reasons are compelling

in the extreme, your request will be denied.

6. To return to work from an accident or medical leave, all

employees must present a doctor’s release.

7. Any employee who fails to return to work at the

expiration of a personal leave of absence will be

deemed to have abandoned their job, unless our

restaurant is notified of a reason, satisfactory to

management, for not returning to work at the end of the

leave of absence.

Tardiness

Employees must be prepared to start work promptly at the

beginning of the shift. Always arrive at the Restaurant 10 to

15 minutes before your shift. Your scheduled time is the

time you are expected to be on your job, not arrive at the

Restaurant. Repeated tardiness is grounds for termination.

If it is not possible for you to begin work at your scheduled

time, call the Restaurant and speak to the Manager on duty.

Resignations

You are requested to give a two-week notice of your plans

to leave the restaurant. A notice is important so that we

have time to hire someone to take your place. Giving a two-

week notice is a professional courtesy and assures that you

are eligible for re-hire and will not have a “left without

resignation notice” on your employment record.

Payment Procedures

Time Clock Procedures

You should arrive at the restaurant 10 to 15 minutes before

you are scheduled to start work. You may clock in within 5

minutes of the star t of your shift. All hourly employees are

given an employee ID number to clock in and out on the

Restaurant’s timekeeping system.

Tampering, altering, or falsifying time records or recording

time on another employee’s ID number is not allowed and

may result in disciplinary action, up to and including

termination.

Tip Reporting

As an employee of a Restaurant, all the tips you receive,

whether in cash or included in a credit card transaction ar e

taxable income to you. You are required, by federal law, to

report and record your actual tips for each shift.

At the end of each shift, tipped employees must disclose

when they punch out at the end of the shift, the amount of

credit card tips and total tips less any tips shared with any

other employees. Your tips will be recorded and reflected

in total on your paycheck stub. Endorsement of your

paycheck indicates that you acknowledge that your tip

information on the stub is accurate and correct.

It is the employee’s responsibility to comply with IRS

requirements of reporting all your tip income. While you

are responsible for reporting all of your tip income, the

Restaurant may be required to allocate additional tip

income to any tipped employee that does not declare at

least 15% of their gross sales as tip income.

We strongly encourage you to accurately report your tip

income. This will reduce the chances of you being audited

by the IRS and allows you to qualify for greater social

security, unemployment and worker’s compensation

benefits.

Payroll Checks

Paychecks are available at the Restaurant after 2:00pm on

the 15 and 1day of the month. th

Payroll Deductions

Your paycheck will indicate your gross earnings as well as

deductions for federal and state withholding taxes and

social security and Medicare taxes. Federal and state

withholding taxes are authorized by you based on the

information you furnished to us on form W-4. If you want

an explanation of your deductions or if you wish to change

them in any way please a Manager.

As per state law, the Restaurant complies with court orders

in connection to garnishments from employee paychecks as

directed by the proper authorities. You will be notified of

any court-ordered payroll deductions.

Change of Address

We ask that you report any address changes to management

as soon as possible so your year end statement of income

and deductions, form W-2, will be mailed to the correct

address.

Lost Paychecks

Report lost paychecks to Management. We will stop

payment on the lost check and reissue you another check on

the next payroll cycle. The reissued check will incur a

deduction equal to the bank stop payment charge.

Benefits

Health Insurance

At this time our restaurant cannot offer health

insurance.

Family and Medical Leave

An employee, who has been employed for at least 12

months and for at least 1,250 hours of service during the

previous 12 months, may be granted unpaid leave for one

or more of the following reasons:

1. Birth of son/daughter and in order to care for such

son/daughter.

2. Placement of son/daughter with the employee for

adoption or foster care.

3. To care for a spouse, son, daughter or parent who has a

serious health condition.

4. A serious health condition that renders the employee

incapable of performing the functions of his/her

position.

A total of 12 workweeks of leave during any 12-month

period may be granted under this policy. Such leave must

be taken on a sustained or uninterrupted basis, except that

intermittent leave may be taken for serious health care of

the employee, child, spouse or parent. You must provide as

much prior notice as reasonably possible.

Holidays

Due to the nature of the restaurant business you are

required to work holidays. It is currently our policy to close

the Restaurant for business on the following holidays:

Thanksgiving Day, and Christmas Day.

Vacations

Vacations are provided by the Restaurant to enable

employees to leave their work environment for a period of

time and must be taken within the year in which they are

earned.

All full-time employees who have been with the Restaurant

for a consecutive 12 month period is eligible for a one

week, unpaid vacation. Employees are considered full-time

if they averaged over 30 hours of work per week the

previous year. As stated above the last quarter of the year

is not available for vacation time.

To request time off for vacation please utilize the procedure

given above (Employee Leave Request). Employees are

asked to submit requests for vacation at least one month

prior to the scheduled vacation date, unless the request is

due to an unexpected situation. Efforts will be made to

grant vacation time as requested, but business needs may

require an employee to adjust his or her vacation time.

Worker’s Compensation

Worker’s compensation provides benefits for employees

who suffer personal injury from accidents or illnesses

arising out of, and in the course of, their employment with

the Restaurant. An employee who is injured on the job,

regardless of the severity of the injury or illness, should:

1. Report the occurrence to the manager on duty.

2. The manager on duty will need to obtain information as

to exactly what happened, how the injury or illness

occurred, the exact time and location, as well as any

witnesses to the occurrence.

If an employee experiences a disabling work injury, the

nature of which necessitates an absence from work, a

manager , will provide the employee with information

concerning his or her lawful benefits.

Employee Meals

All servers will eat at half the menu price one meal per shift

coffee and tea are free but espresso drinks will be charged

half the menu price. Back of the house employees are

allowed one free meal per shift.

Restaurant Policies & Practices

Customer Service

Our restaurant exists only because of customers, and in

particular repeat customers who voluntarily choose to

return her e and spend their money on our food and

beverages. Without the customer we don’t have a

restaurant, they are the only reason we are here. As a result,

taking care of our customers is our highest priority, in fact a

privilege, never an interruption. At our restaurant

the customer always comes first!

Customer Complaints

Nobody enjoys being the recipient of customer complaints,

but complaints are to be expected as part of being in the

hospitality business. Complaints can even be viewed in a

positive light if they are handled properly. Complaints can

give us insights as to how to make our Restaurant better,

demanding customer s force us to be our best and resolving

complaints satisfactorily can even increase customer

loyalty IF they are handled properly.

When faced with a customer complain:

1. Don’t get defensive and try to explain, get a manager.

2. Remove the off ending item immediately, and get a

manager .

3. Apologize for the problem and tell the customer you will

take care of the problem, and get a manager .

4. Oh and finally, always inform a manager of the

incident.

Do everything you can to let the customer know you care

and that this isn’t the kind of experience you want them to

have at our restaurant.

Telephone Courtesy

It is everyone’s responsibility to answer the phone. Always

answer the phone promptly, within two rings. Always

answer in a friendly, polite manner: “Good (morning,

afternoon, evening), this is ___________________ , how may I

help you?

Respond to any questions that you are absolutely certain of

the answer. If you are uncertain, ask the person if you may

put them on hold for a moment and quickly refer the call to

a manager. Always thank the person for calling. Always

ask the caller for their name when they ask to speak to a

manager or customer.

Management / Employee Relations

Our managers are committed and trained to provide you

with the tools and positive working environment for you to

do your job to the best of your ability with minimal

distractions. You will be treated with respect and dignity by

all of our management personnel and we will try our best to

recognize and reward your hard work and

accomplishments.

We recognize there may be occasions for

misunderstandings and problems to come up. We want to

clear up these types of situations in a fair and timely

manner and in order to do this we need your help in

bringing them to our attention. We want you to know that

“management is never too busy to be informed of work-

related problems, complaints or disputes of any employee.”

If you have such a problem, you should promptly talk to a

manager . They will listen in an open, objective and

courteous manner. We want to understand and solve If the

problem is not resolved to your satisfaction, you should

take up the matter with the April or Belinda.

Every necessary action will be taken to resolve a problem

or settle a dispute in a fair and equitable manner. As we

said in the “Welcome Letter,” we recognize our employees

as one of our most valuable resource and we take all

employee problems and complaints very seriously. No

problem is too small or insignificant and each issue will be

given the utmost attention and consideration.

Meetings

Staff meetings will be held on a regular basis for your

benefit as well as for the Restaurant. Meetings are held for

a variety of reasons and can include new menu offerings,

upcoming promotions and events, training, policies, etc.

Such meetings are treated as a shift and attendance is

mandatory. Only management-approved absences will be

accepted. Most meetings offer employees the opportunity

to provide valuable input for feedback and provide

suggestions to enhance our working environment and the

operation of the Restaurant.

Teamwork

We cannot achieve our goals and provide the highest levels

of service to our customers without working together as a

team. Teamwork basically boils down to common courtesy

and common sense. If a co-worker is overloaded and you’re

not, help them in any way you can. It’s only a matter of

time before they will return the favor. Pitch in to help a

customer whether they are technically yours or not. If

another employee hasn’t quite caught on to something and

you have, ask if you may suggest another way to do it.

Genuine teamwork makes for a much more enjoyable and

satisfying work experience and results in happier (and more

generous) customers.

Communication

It is important for every employee to have a good sense of

“what’s going on” in the Restaurant. It is management’s

responsibility to keep everyone informed of ongoing

changes and news affecting the Restaurant and our people.

Such communication takes place primarily in pre-shift

meetings, general meetings and by posting notices and

information on the “bulletin board.”

Safety

Our restaurant is committed to maintaining a safe

workplace for all of our employees. The time to be

conscious about safety is before an accident happens.

Safety is everyone’s responsibility and is a regular, ongoing

part of everyone’s job.

You will receive more specific, detailed information and

training on safety issues as an ongoing part of your

employment. However, here are some basic guidelines and

safety rules to always keep in mind:

1. Wipe up spills immediately.

2. Never run in hallways or the kitchen, always walk

carefully. Even when it’s busy, take small steps and pay

attention.

3. Wear shoes with non-slip soles. They cost no more that

standard shoes. Ask your manager about where to

purchase them.

4. Report defective equipment or tools to a manager

immediately.

5. Never operate equipment unless you have been trained

how to use it properly.

6. Pay special attention when using slicers. They are very

sharp and move very fast.

7. Wear nylon, no-cut gloves when cleaning slicers. If you

don’t have a pair, see a manager.

8. Never try to catch a falling knife. Knives are easier to

replace than fingers.

9. Let people know when you’re carrying anything hot.

Don’t be shy, yell out something like, “HOT STUFF

COMING THROUGH.”

10. Don’t put hot food or plates in front of small children.

11. Use proper lifting techniques. Never lift too much. If it’s

uncomfortable, make two trips or get some help.

Remember to always bend at the knees, lift with you

legs, not your back.

Sanitation

We are obsessed with sanitation and food safety! Due to the

nature of the restaurant business, it is ABSOLUTELY

ESSENTIAL that EVERYONE follows safe food handling

procedures. This is one area of the Restaurant where there

is absolutely no compromise. NEVER take shortcuts on

food safety and handling. Every day we are entrusted with

the health and even lives of our customers. This is a huge

responsibility, one that we must never take lightly.

While you will receive additional and ongoing training on

food safety issues following are some of the basic rules we

ALWAYS follow and enforce:

Keep your hands washed. Always wash your hands after

using the restroom, smoking, touching your hair, eating,

sneezing or coughing. If you use latex gloves, change them

frequently.

Sanitize everything. Besides clean hands, use sanitizing

solution to constantly keep counters, cutting surfaces, and

utensils. This helps to keep food handling areas and

preparation tools free of bacteria.

Prevent cross-contamination. Cross-contamination occurs

when raw meat comes in contact with other food that will

be served without further cooking. For example, never

place raw chicken on a cutting board and then cut

vegetables for an uncooked product on the cutting board

without first washing and sanitizing it first. The same for

utensils like knives and portioning tools, always wash and

sanitize them after every use.

Keep food at the proper temperatures. Potentially

hazardous foods like meat, poultry, dairy and fish should

always be stored below 45º. Food that is cooking or in

holding should always be above 140º. Bacteria count on

food grows rapidly between 45º and 140º so it’s imperative

that our food products spend a minimum amount of time in

the “temperature danger zone.”

Store food correctly. Raw meat should always be stored

below cooked or prepared food. Raw poultry is always

placed on the bottom shelf of the walk-in. Keep chemicals

and cleaning products away from food products.

Dress Code

Our restaurant requires certain standards of dress in order to satisfy city,

state, and federal regulations as well as commonly accepted

norms of decency.

Dining Room Dress Code

Shoes – Shoes must be close toed and have non-skid

soles.

Appearance - Clean and well groomed hair. Hair

pulled back off the shoulder. Well groomed hands,

fingernails and fingernail polish. Facial hair should be

neat and well trimmed.

Otherwise – We ask you to be judicious in your

choice of blouses, t-shirts, hats, dresses, pants and other

methods of adorning yourself. All clothes should be in

good repair.

If you think anything might be questionable

pass it through one of the managers before wearing it to

work.

Accidents and Emergency Situations

Report all accidents, no matter how minor they seem, to the

manager on duty. In the event of an emergency, like an

apparent injury or choking situation, notify a manager

immediately. Managers are responsible for administering

CPR, choking procedures or appropriate first aid.

Crime and Robbery

If you are ever involved in a robbery, DO NOT RESIST.

Statistics show that people, who resist, are three times more

likely to be injured than people who do not resist. The

safety of you, your fellow employees and customers are our

highest priority. Don’t be a hero, always cooperate fully

and do not resist!

Fire Protection

All employees must know the specific location and

operation of fire protection in the Restaurant. The

Restaurant is equipped with many fire-extinguishing

systems in the ducts, hood, over the stoves and other

cooking equipment that contains a dry chemical. They can

be set off immediately by pulling the ring attached to each

system. We also maintain hand held CO systems. Be very

specific before setting off a fire alarm or notifying someone

to take action.

If the fir e alarm sounds, assist guests to the nearest fire exit

and out of the building immediately. Tell them the

restaurant is under “Fire Alarm Status” and it is their

responsibility to leave the restaurant through the nearest

exit.

Alcohol Serving Policy

As a Restaurant that sells alcoholic beverages, we are

committed to sensible, socially responsible consumption of

alcohol. We help to ensure our customers’ and other

members of the community’s safety by educating our

employees on responsible service and management of

alcohol. We want our customers to enjoy alcoholic

beverages in moderation, but if a customer shows signs of

drinking too much, a manager should become informed

immediately.

Employees, who serve customers, must abide by the

Restaurant’s policies on alcoholic beverage service:

1. We will not knowingly allow anyone on our staff that is

under the legal drinking age to serve or dispense

alcoholic beverages.

2. We will not serve alcoholic beverages to an intoxicated

person.

3. We will not knowingly serve a person alcoholic

beverages to a person under the legal drinking age. It is

our policy to card anyone who appears to be under 30

years old.

4. We will offer nonalcoholic alternatives such as soft

drinks, coffee, juice, etc.

Proprietary & Confidential Information

It is illegal to steal copy or communicate or transmit a

former employer’s confidential or proprietary information.

Proprietary information is defined as “the whole or any part

of any scientific or technical information, design, process,

procedure, formula, or improvement that has value and that

the owner has taken measures to prevent from becoming

available to persons other than those selected by the owner

to have access for limited purposes.” Our internal business

practices, procedures and recipes are of great value to

our restaurant. Employees are not to disclose any

proprietary processes or recipes to any person

will institute civil action against anyone who

violates this policy.

Solicitation

Employees - There should be no solicitation or

distribution of literature of any kind by any employee

during actual working time of the employee soliciting or

the employee being solicited. Working time does not

include lunch and rest breaks. Any employee who violates

any part of this policy will be subject to counseling and

disciplinary action up to and including dismissal.

Non- Employees - Non-employees are prohibited from

soliciting and distributing literature at all times anywhere

on Company property. Non-employees have no right of

access to any area of the premises other than areas open to

the public, and then only in conjunction with the area’s

public use.

HANDBOOK RECEIPT

This Employee Handbook does not constitute a contract of employment either in whole

or in part. The Company, reserves the right to add, delete, or change any portion of the

Employee Handbook with or without notice.

FOR THE EMPLOYEE’S INFORMATION :

Your employment status: _______ Full Time _______ Part Time

Your position title: ________________________________________________________

General Manager’s Name: __________________________________________________

Your starting date: ________________________________________________________

I acknowledge receipt of, and have read, the Employee Handbook that outlines my

benefits and obligations as an employee of our restaurant . I understand the

Standards of Conduct and each of the rules and regulations which I am expected to

follow, as well as the additional policies. I agree to abide by all of them.

All employees are expected to conform their conduct to the rules and regulations as set

out in this handbook, and understand that they are at-will employees. The contents of any

Employee Handbook, including this one, that may be distributed during the course of

their employment shall not be construed to be a contract or in any way binding. The

Company reserves the right to change, at its discretion, the contents of this handbook.

POLI CY STATEMENT

This handbook is a general guide and provisions of this handbook do not constitute an

employment agreement (contract) or a guarantee of continued employment. It is simply

intended to outline the benefits and work requirements for all employees. It is further

understood that the Company reserves the right to change the provisions in this handbook

at any time. It is policy of the Company that employment and compensation of any

employee is at will and can be terminated with or without cause, at any time, at the option

of the employee or at the option of the Company.

_________________________________ _______________________________________

Manager’s Signature Date Employee’s Signature Date

SERVER

TRAINING MANUAL

DINING ROOM SERVER Index

PAGE

54

TASK 01: Complete Opening Sidework (Set-Up) .............................................................. 57

TASK 02: Check Station (Set-Up) ..................................................................................... 58-6

TASK 03: Set Tables (Set-Up) ........................................................................................... 60-8

TASK 04: Prepare Napkins (Set-Up) .................................................................................... 62

TASK 05: Stock Glassware (Set-Up) .................................................................................. 63

TASK 06: Stock China (Set-Up) .......................................................................................... 64

TASK 07: Stock Silverware (Set-Up) .................................................................................. 65

TASK 08: Pre-Meal Meeting/Table Panel (Set-Up) .............................................................. 66

TASK 09: Menu Knowledge ................................................................................................ 67

TASK 10: Service Sequence ............................................................................................... 15-19

TASK 11: Greet Guest At Table ............................................................................................... 21

TASK 12: Serve Bottled Water .....................................................................................................

TASK 13: Take Cocktail Order ................................................................................................. 22

TASK 14: Post Cocktail Order ................................................................................................. 23

TASK 15: Pick Up Cocktail Order ............................................................................................ 24

TASK 16: Serve Cocktails ........................................................................................................ 25

TASK 17: Set Up Wine Buckets/Coasters ............................................................................... 26

TASK 18: Open Wine Bottle ..................................................................................................... 27

TASK 19: Serve Bottled Wine .................................................................................................. 28


PAGE

55

TASK 20: Open Champagne Bottles ....................................................................................... 29

TASK 21: Serve Champagne Bottles....................................................................................... 30

TASK 22: Take Food Order ...................................................................................................... 31

TASK 23: Post Food Orders ..................................................................................................... 32

TASK 24: Silver Service ........................................................................................................... 33

TASK 25: Refill Beverages ....................................................................................................... 34

TASK 26: All Tableside Presentations.........................................................................................35

TASK 27: Serve A Guest Who Has Left Their Seat ................................................................ 35

TASK 28: Recheck Guest ......................................................................................................... 36

TASK 29: Crumb Table ............................................................................................................. 37

TASK 30: Present Dessert Menus/Take Order ........................................................................ 38

TASK 31: Serve Dessert ........................................................................................................... 39

TASK 32: Prepare Espresso .................................................................................................... 40

TASK 33: Prepare Cappuccino ................................................................................................ 41

TASK 34: After-Dinner Cordials/Cart ....................................................................................... 42

TASK 35: Coffee Service .......................................................................................................... 43

TASK 36: French Press Coffee Service.......................................................................................44


PAGE

56

TASK 37: Hot Tea Service ........................................................................................................ 44

TASK 38: Iced Tea Service ....................................................................................................... 45

TASK 39: Returned Food/Comps ............................................................................................ 46

TASK 40: Present Check .......................................................................................................... 47

TASK 41: Process Payment ..................................................................................................... 48

TASK 42: Process Travelers Checks ...................................................................................... 49

TASK 43: Process Cash ........................................................................................................... 50

TASK 44: Process Credit Cards .............................................................................................. 51

TASK 45: Process Room Charge ............................................................................................ 53

TASK 46: Depart Guest ............................................................................................................ 54

TASK 47: Reset Table ............................................................................................................... 55

TASK 48: Complete Closing Sidework .................................................................................... 56

TASK 49: Tip Out ...................................................................................................................... 57

TASK 50: Check Out With Supervisor ..................................................................................... 58

DINING ROOM SERVER

57

TASK 01: Complete Opening Side-work

(Set-Up)

PROCEDURE STANDARD

Check linen and remove damaged pieces.

Prepare linen napkins to be put through the napkin ring holders.

Check that table and chairs are aligned to floor plan.

Polish additional red wine glasses, white wine glasses and champagne glasses.

Check/Restock silverware pars.

Check/Restock buckets/stands and side towels.

Ready wine bottle coasters.

Ready the check presentation books.

Check with manager for additional side-work.

All tables set 5 minutes prior to pre-shift meeting.

Side-work completed by: 1) 10:55a.m. for lunch 2) 5:25 p.m. for dinner

DINING ROOM SERVER

58

TASK 02: Check Station (Set-Up)

PROCEDURE STANDARD

Check tables in assigned station for the following:

Furniture: 1) Table alignment. 2) Center chairs. 3) Inspect:

a) Chairs. b) Table legs. c) Under tabletop. d) Floor. e) Artwork.

Inspect linen: 1) Napkins. 2) Tablecloths.

Inspect tabletop: 1) Centerpiece, candles. 2) Place settings. 3) Salt and pepper shakers. 4) Glassware. 5) China. 6) Silverware.

Rectify any deficiencies.

NOTE: See attached tabletop diagram.

Stations checked at start of shift to ensure that they are properly set.

Furniture: 1) Aligned to room floor plan. 2) Tables and chairs are sturdy. 3) Chairs centered around table. 4) Chairs free of dust, crumbs, food and trash. 5) Table legs free of dust and food. 6) No gum under tabletop. 7) Floor is clean with no debris. 8) Artwork is free of food spills, streaks and

smudges.

Linen: 1) Clean and pressed. 2) No rips, tears, holes or stains. 3) Hems face down. 4) Tablecloth hangs evenly/not touching the floor. 5) Napkins folded to designated design.

Tabletop: 1) Centerpiece fresh, clean and free of debris. 2) Candles are fresh/new, correct scent and sturdy

in holders. 3) Water in vase is clean and full; flowers fresh and

not wilted. 4) Place settings are “thumbs width” from

table edge. 5) Place settings centered to the seat directly across

from the table.

Salt and pepper shakers full: 1) Wiped clean. 2) Pour freely. 3) Salt not lumpy.

DINING ROOM SERVER

59

TASK 02: Check Station (Set-Up)

PROCEDURE STANDARD

Sugar bowls: 1) Clean inside and out. 2) No chips, cracks, food or debris. 3) Contain correct ratio of packets.

Glassware clean and dry: 1) Free of dust, dirt, streaks, water spots, chips and

cracks. 2) Correct type set for specific meal period.

Silverware polished clean: 1) Free of food particles, tarnish and bends. 2) Correct amount set for meal period. 3) Facing the proper direction.

China clean: 1) Free of food particles, chips and cracks. 2) No stains in coffee cups. 3) Correct type set for specific meal period. 4) China patterns match.

DINING ROOM SERVER

60

TASK 03: Set Tables (Set-Up)

PROCEDURE STANDARD

Check tabletop cleanliness; wipe as needed. Check condition and cleanliness of :

1) Salt/pepper shakers. 2) Centerpiece 3) Set salt/pepper shakers behind

floral/candle centerpieces. 4) Set centerpiece in center of table. 5) Sunflower facing front of table.

Check condition and cleanliness of linen:

1) Lay tablecloth per centerfold method. 2) Set napkin rings

a) - on center of linen in front of seat b) – any cushions aligned with napkin

Inspect each item for condition and cleanliness before placing on tables.

Place the following items on a clean, lined tray and carry to the table; set one of each at each place setting: 1) Dinner knife 2) Dinner fork 3) Butter knife 4) Water glass 5) White wine glass 6) B&B plate 7) Folded Napkin

Look over table to make sure each setting

lines up with opposite setting, and that all items are uniformly placed on each table.

Realign chairs. Note: Refer to attached table set up diagram

for placement.

Tabletop free of crumbs and debris. Salt/pepper shakers are:

1) Clean and polished. 2) Full, and pour freely; salt not lumpy. 3) Set together behind floral/candle

centerpieces. Flower vase is clean, free of debris:

1) Water in vase is fresh and full. 2) Flower is fresh; not wilted. 3) Sunflower facing front of table.

Candles are fresh/new, correct scent and sturdy in holders.

In the center Flower on the left. Candle on the right. Salt and Pepper behind the flower with Salt on the guest’s right/Server’s left.

Linen: 1) Clean and pressed. 2) No rips, tears, holes or stains. 3) Hems face down. 4) Tablecloths hang evenly. 5) Chairs should barely touch linen. 6) On Booths tuck the corners of the inside

booth so that it does not touch the floor. 7) The white under-liner should not be

touching the floor. 8) Placemats put under napkin only on

Lounge/Terrace Tables. 9) Napkin seam faces down. 10)Napkins placed in center of place setting.

Flatware handled by its base handle, glassware by its stem or base, and china by its edge.

China, flatware and glassware are polished clean: 1) Free of food particles, stains, chips/cracks,

DINING ROOM SERVER

61

TASK 03: Set Tables (Set-Up)

PROCEDURE STANDARD

not tarnished or bent.

China: 1) Set “thumbs width” from table edge. 2) B&B plate set at top left corner of placemat,

placed “thumbs width” from outside fork. Silverware:

1) Set “thumbs width” from table edge. 2) Knifes placed on right side of place setting:

a) dinner knife on inside b) Serrated edge of knives face left.

3) Forks placed on left of place setting: a) dinner fork on inside

4) Butter knife set at 2 o’clock position, across left edge of B&B plate; rounded edge facing guest.

Glassware:

1) White wine glass above dinner knife. 2) Water glass above white wine glass.

Napkin ring and linen placed in center in front

of seat. All pillows should be fluffed and placed in front

of all table settings.

All place settings are consistent and symmetrical; set to diagram.

Place settings line up to opposite setting.

DINING ROOM SERVER

62

TASK 04: Prepare Napkins (Set-Up)

PROCEDURE STANDARD

Inspect cleanliness and condition of napkins.

Inspect cleanliness and condition of napkin rings.

Prepare napkins to the restaurant standard. 100 napkins per server per shift, ready to be slid through the napkin rings.

Place back-up of napkins at side stations.

Returns all damaged linen to supervisor to ensure it is not re-circulated and tie in a knot to indicate it’s damaged.

All napkins clean and pressed, with no holes, rips, or stains.

All napkin rings should be damage free, and polished

All tables have the same napkin fold, and look uniform throughout the restaurant after they are slid through the napkin ring.

Par supply folded for the following shift.

Napkins stored in a clean, dry area, neatly and orderly away from any food.

Never use different colors in the dining room.

Damaged napkins set into separate linen hamper and given to the supervisor.

DINING ROOM SERVER

63

TASK 05: Stock Glassware (Set-Up)

PROCEDURE STANDARD

Inspect back stations for glassware needed for service.

Stock each type of glass used to a specific par: 1) Water/iced tea/milk/sodas 2) Wine 3) Champagne flutes

Stock the service stations to par level with backup glassware.

Handle all glassware by the stem or base.

Inspect that each piece is clean and undamaged.

Discard any chipped or damaged glassware and notify manager.

Polish all glasses with a clean side towel.

Place glassware inverted on trays. Do not stack trays.

All glasses stocked to par by type.

All glasses are clean, polished and dry, free of: 1) Water 2) Spots 3) Streaks 4) Smudges 5) Chips 6) Cracks

Glasses never handled by top rim; only by stem or base.

Glasses never placed on floor.

All glasses placed inverted on trays.

Glass racks/trays are not visible to guests.

All damaged glassware discarded to appropriate area.

DINING ROOM SERVER

64

TASK 06: Stock China (Set-Up)

PROCEDURE STANDARD

Inspect cleanliness and condition of china.

Take back to the dishwasher for rewashing if necessary. Make sure they are dry.

Deliver china when chips or cracks are found to manager.

Stock all stations with appropriate back-up china to support peak demand period, according to established par.

China needs include: 1) B&B plates 2) Salad plates 3) Appetizer plates 4) Soup bowls 5) Soup under-liners 6) Dinner plates 7) Dessert plates 8) Coffee cups and saucers 9) Tea cups and saucers

Stack all china by size and type.

All china is clean; no stains, water spots, debris or food particles; no chips or cracks.

All china is inspected for cleanliness and damages.

All damaged china is discarded to appropriate area and reported.

All china stocked to par by size and type.

China stacked and organized neatly and carefully.

All china is wiped before placing inside stand.

DINING ROOM SERVER

65

TASK 07: Stock Silverware (Set-Up)

PROCEDURE STANDARD

Inspect all silverware for cleanliness and damage. Give all damaged silverware to manager.

Polish all silverware with a clean side towel. Hold in side towel, never by hand.

Stock all stations with back up silverware to support peak demand period.

Stock all silverware by type to specific pars of the restaurant, including: 1) Dinner forks 2) Salad forks 3) Dessert forks 4) Dinner knives 5) Butter knives 6) Steak knives 7) Tablespoons 8) Teaspoons 9) Iced tea spoons 10) Demitasse spoons 11) Soup spoons 12) Sauce spoons 13) Dessert spoons

Silverware is clean, dry and shiny with no water spots, streaks, tarnish, bends or food particles.

All silverware stocked to peak demands.

All silverware is stocked by type and to specific pars.

All silverware stocks have matching patterns.

All damaged silverware given to manager.

Every piece of silverware wiped clean with a damp side towel (not napkins).

Silverware not polished in the presence of guests.

Silverware is handled only by base handle when polishing and when storing.

DINING ROOM SERVER

66

TASK 08: Pre-Meal Meeting/Table Panel

(Set-Up)

PROCEDURE STANDARD

Meet at the designated area for the pre-meal meeting conducted by the manager/chef prior to each meal period to review: 1) Review Pelican Brief 2) House count, V.I.P.’s group activity and special

arrangements. 3) Pertinent hotel information. 4) Station assignments. 5) Uniform and hygiene inspection. 6) Food specials with tasting and proper garnish

(for lunch and dinner). 7) 86'd items. 8) Standards of the week training. 9) Feed-back, questions and answers. 10)Guest service points. 11)Safety issues.

Be on time and make sure to have a pen with paper to write necessary information.

Attend the pre-meal meeting at 10:30 a.m. and 4:30 p.m. promptly.

Staff is knowledgeable of the activities within the hotel.

Staff knows specials and 86'd items: 1) Portion size and quantity 2) Cooking time 3) Preparation methods 4) Ingredients 5) Sauces 6) Accompaniments 7) Price 8) Computer code

86'd list reviewed throughout shift for updates.

Staff are properly groomed to hotel policy with uniforms clean and pressed.

Staff knows procedures for standard of the week/day.

All staff has a pen with paper to take notes at pre-shift meeting.

DINING ROOM SERVER

67

TASK 09: Menu Knowledge (Set-Up)

PROCEDURE STANDARD

Be thoroughly familiar with all menu items: 1) Preparation method (grilled, poached, etc.) 2) Preparation time 3) Ingredients 4) Sauces 5) Presentation, garnishes 6) Portion size 7) Side dishes 8) Compatible wines 9) Price 10)Computer code

If unsure of any menu item, check with kitchen or supervisor to accurately inform guest.

Be familiar with menu selections of other outlets.

Review all daily specials applicable: 1) Vegetable 2) Seafood 3) Luncheon 4) Dinner 5) Soup 6) Dessert

Practice reciting the special until you is comfortable.

Know all 86'd items (including wines or desserts) at the beginning of shift.

Be able to suggest alternatives.

For items 86'd after the order is taken, return to the guest immediately with an alternative suggestion

All staff are completely familiar with menu items in order to assist the guest and answer questions accurately.

Daily specials reviewed 30 minutes before each meal period.

Staff is able to suggestively sell in an appealing manner.

All 86'd items known at the beginning of each shift prior to taking orders.

Guests provided alternative and apology if item is 86'd after order is taken.

DINING ROOM SERVER

68

TASK 09: Menu Knowledge (Set-Up)

PROCEDURE STANDARD

and an apology.

DINING ROOM SERVER

69

TASK 10: Service Sequence

PROCEDURE STANDARD

Host person will ensure that table is set with correct number of settings.

Host person will greet guests within 30

seconds of entrance. Using the proper time of day greeting, Host

will acquire the party information confirming and /or amending any Open Table Notes.

Host will make the “Hotel Guest Inquiry”

If they are guests at the Resort, they are asked if they would like to bill their meal to their room.

Any room number or member number information is noted in Open Table Notes and discreetly communicated with the Server.

Host person will seat guests. Host, Manager, and Server will pull out seats

for guest. Host will present menus from the left while

making conversation after all guests are seated.

Host/Server will remove extra place settings. Host will provide Server with chit containing

accurate and pertinent information (i.e. anniversary, birthday info, room number, member number; etc.)

Server will approach table greet guests with a

smile and a warm welcome within 1 minute. Server will remove napkin ring placing the

linen across the guest’s lap; eldest ladies first.

All guests greeted within 1 minute of being

seated. All guests greeted with a smile and

appropriate salutation. Eye contact and positive body language

maintained. Water poured to all guests, unless otherwise

requested. Water glasses kept full throughout the meal.

Anticipate guest’s preference for when to

place order. All orders are rung into P.O.S. without

mistakes. New beverages are suggested or refilled

when down to half-full. Table tops are kept free of debris.

DINING ROOM SERVER

70


PROCEDURE STANDARD

Server will collect all napkin rings from the

table (All napkin rings are to be returned to the appropriate drawer in the service station.

Server will offer bottled water choices. (No regular water is to be offered)

Server will offer specific cocktails and wines

by the glass and take beverage orders, offerings specific name brand alcoholic drinks first, then non-alcoholic.

Server will repeat order to confirm before leaving table.

After the beverage order is taken the server will fire the bread selection.

Server will input order into computer, verifying name and room #, and ability to charge meal to room.

Bus-person will greet table with bread/butter service (explaining the specialty breads) within 3 minutes.

Bus-person will pour water and maintain full water glasses. Only after the server has had an opportunity to up sell.

Bus-person welcomes the guest and departs

saying “Enjoy your meal”. Server will serve beverages. Returning within

3-5 minutes. Server will then fire the amuse bouche, one

for each guest at the table.

DINING ROOM SERVER

71


PROCEDURE STANDARD

(DINNER) The amuse bouche will be served; the eldest lady first, from the right of the guest, using the right hand.

(DINNER) Once complete, all china from the

amuse bouche will be cleared. Server will offer specials with specific

recommendations made using reference to Chef, his Northern Italian style of cooking, his choices in highlighting seasonal fresh market ingredients. All questions are answered descriptively and specifically using the following steps: 1. Cooking Preparation 2. Entrée Item 3. Veggies and Starch 4. Type of Sauce

Server will take written order within 15

minutes of seating, noting position, beginning with the eldest lady.

Server will repeat order to confirm selection,

prep styles, and side before leaving the table. Server will announce any desserts that

require extra prep time and suggest placing an early order.

Server will then enter the food order into the

POS. Utensils are added based upon items ordered

for the appetizer course, by the bus-person. All Utensils are removed from the right of the

guests and placed on a tray away from the guests.

DINING ROOM SERVER

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PROCEDURE STANDARD

Server and Runner will deliver appetizers. Appetizers arrive within 10 minutes of order.

Server checks back in 2 minutes to insure

satisfaction. Allow 10-15 minutes for guests to complete

appetizer course while entrée is fired. Managers will quality check with guest. Bus-person or Server will clear the course

and crumb table. (DINNER) mark for the intermezzo. Server will offer additional beverage service. (DINNER) Intermezzo is served; serving the

eldest lady first, from the left of the guest, using the left hand.

(DINNER) Once the intermezzo is complete,

all china and utensils are removed. Server delivers entrees within 5 minutes of

intermezzo course clearing or 15/20 minutes of initial ordering

Plates are tray-carried; served eldest lady

first. Napkins are used to present plates; confirm that all guest needs are met.

Server or Manager will check back within 2

minutes to insure guest satisfaction, refill beverages; Manager to engage guest.

Bus-person and Server remove all utensils,

and S&P Shakers using a silver tray (leave just water and wine glasses) when the entire party is finished and Crumb Table.

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PROCEDURE STANDARD

All china removed by hand, and placed on a

tray, always away from the guests. (Plates are never to be stacked)

Server presents dessert, cordial and coffee selection, making specific dessert selections and coffee accompaniments.

Bus-person or Server places correct dessert

utensils, unobtrusively. Dinner napkins are removed and replaced with specific dessert napkins, using tongs.

Server, Bus-person, or Runner delivers coffee

within 3 minutes of order on a silver tray and is poured fresh tableside.

Server delivers dessert within 10 minutes of

ordering on a large oval tray with a napkin liner.

Server refills beverage/coffee if necessary

and inquires if there are any additional needs. Bus-person or Server removes dessert

utensils and crumbs table. Manager checks back to insure guests

received an inspiring unprecedented experience.

Check presentation is a feature in

itself…checks will be dropped upon guest request only. Use guest name, as many times as possible.

Server secures payment, picks up check and

returns with change or voucher, again using the guests’ name.

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PROCEDURE STANDARD

After dropping the check, if the guest has a vehicle with Valet, the Server will offer to have the car brought up.

Guests depart and all staff will make

themselves available to assist guests with seats as necessary.

Host will retrieve any guest outerwear that

has been checked in the coat room. Host and Manager will thank guests (by name

when possible) and invite them back, whilst smiling and stepping away from the podium, making every attempt to make our guests feel appreciated and want to return.

DINING ROOM SERVER

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TASK 11: Greet Guest at Table

PROCEDURE STANDARD

Server will approach table greet guests with a smile and a warm welcome within 1 minute.

Server will remove napkin ring laying the linen

across the lap of the first lady. Server will collect napkin rings from all guests

at the table. With a smile, say: “Good Evening and Welcome to

Andrea. May I offer you a one of our signature cocktails such as_______ a glass of Prosecco, or perhaps a selection of our wine list?”

Introduce our featured wine selection.

Take beverage/wine order.

Record order on pad.

Up sell all beverage brands.

Eldest ladies first, host last.

All guests greeted with a smile and warm salutation within 2 minutes of being seated.

Use position points.

Eye contact and positive body posture maintained.

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TASK 12: Serve Bottled Water

PROCEDURE STANDARD

Have busperson set up wine bucket.

Offer sliced lemon, served on small tray or B&B plate in the Andrea standard.

Pour immediately after guests are seated.

Show label while pouring.

Using clean linen, prevent spills and drips.

Pour ladies first, host last.

Pour 3/4 full, not to top.

Place bottle in wine bucket.

Tilt bottle away from table.

Lay folded linen on top or across bottle.

All bottled water taken chilled, from refrigerator (re-stock through service).

No spills or drips.

Bottle does not slip out of hand when label becomes wet.

Label facing table.

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TASK 13: Take Cocktail Order

PROCEDURE STANDARD

Know well, premium, deluxe brands and signature drinks. Also know correct glassware and garnishes.

Offer to take a beverage order and suggestively sell wines.

Up sell all beverage brands.

Take ladies' orders first; host's order last.

Record order on guest check with position numbers.

Eye contact, smile and positive body language maintained.

All Servers knowledgeable of: 1) All available brands 2) Signature drinks 3) Wines (bottle and by the glass selections) 4) Correct glassware 5) Garnishes

Servers up sell beverage brands and suggestively sell cocktails.

Ladies' orders taken first, host last.

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TASK 14: Post Cocktail Order

PROCEDURE STANDARD

Look over order and ensure it is correct.

Input orders into computer completely by position numbers.

Verify that all inputting was done correctly by checking ticket and screen.

Notify bartender of any special requests if unable to ring modifier through computer.

All orders include server name, table number and number of covers.

All orders inputted right after they have been taken and before retrieving drinks from bartender.

All orders entered into computer accurately according to position numbers.

All necessary modifiers have been used (i.e., up, rocks, tall, etc.).

Bartender is made aware of special requests.

DINING ROOM SERVER

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TASK 15: Pick Up Cocktail Order

PROCEDURE STANDARD

Receive orders from bartender in the appropriate glassware.

Verify completed order with your order copy.

Add appropriate garnish.

Remove drinks from bar counter and place them on beverage tray.

Arrange drinks in order of service on beverage tray.

Spindle ticket upon pick up.

Take tray with drinks to guests, balancing it carefully.

All drinks picked up upon completion of order.

All drinks checked for appropriate garnishes.

Drinks are arranged neatly and balanced on tray, in order of service.

DINING ROOM SERVER

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TASK 16: Serve Cocktails

PROCEDURE STANDARD

Serve guest from their right, ladies first, host last.

Serve all cocktails to correct guests.

Place coaster (picture facing guest) in front of guest on table if the table is a patio or lounge table without linen.

Set cocktail on coaster lightly. Avoid breakage on stone tables.

Serve beer by pouring the glass full; do not leave bottle at table.

All drinks served promptly within 3-5 minutes after each order is taken.


Guests receive correct drinks as ordered; no "auctioning."

Coaster (picture facing guest) in front of guest

All drinks served from a cocktail tray to guests' right, using your right hand.

Glassware handled by base/stem only.

Ladies served first, and host last.

Spills wiped up promptly; coaster replaced, as necessary.

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TASK 17: Set Up Wine Coasters

PROCEDURE STANDARD

Stock coasters for red wine in side station make sure they are polished and in good condition.

Set up ice buckets for white or rosé wine or champagne where designated by manager.

Make sure buckets and stands are clean and shiny.

Fill ice buckets with 1/3 ice and 1/3 water.

Attach clean folded napkin over bottle.

Place bucket/stand next to host.

Return all buckets/coasters to kitchen at end of shift and wipe them down.

All wine buckets filled and stationed throughout room.

All buckets and stands clean; shiny with no tarnish, stains or spots.

All buckets removed from dining room after closing.

Buckets kept empty and properly stored when not in use.

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TASK 18: Open Wine Bottle

PROCEDURE STANDARD

Check that label and vintage of bottle are correct before approaching table.

Carry a server's corkscrew at all times.

Present bottle to host for approval.

STEPS TO OPEN: 1) Hold bottle in one hand.

a) place bottle on table 2) Remove foil by using corkscrew knife and cutting

just under second lip at neck of bottle. a) make sure cut is even b) put foil in your pocket

3) Wipe lip and top of bottle with a service towel. 4) Insert corkscrew into center of cork and turn

clockwise, pushing gently. 5) Turn corkscrew, not bottle, when opening. 6) Anchor lever on rim of bottle and make sure

bottle is on firm base. 7) Cover anchor lever with one hand. 8) Use your other hand to pull lever up, pulling cork

out. 9) Present cork to host. 10)Wipe out inner lip of bottle.

Host allowed opportunity to approve selected bottle before it is opened.

Wine bottle never placed on table while opening.

Foil is cut at second lip on neck of bottle; cut is even.

Lip and top of bottle are free of dirt and debris.

No popping noise when cork is pulled from bottle.

No broken bits of cork inside bottle.

DINING ROOM SERVER

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TASK 19: Serve Bottled Wine

PROCEDURE STANDARD

To pour bottled wine:

1) Hold bottle with label facing guest. 2) Pour a small amount into the host's glass for

tasting and approval. 3) Serve ladies first, then clockwise and host last. 4) Fill each glass. 5) Slightly twist bottle after pouring, to prevent

dripping. Use linen for drips.

Place red wine on coaster in center of bar top/table (center) or in basket.

Place white wine or rose' in the wine bucket.

Place linen through bucket handle. Do not lay linen across top of bucket.

Remove empty bottles.

Never turn bottle upside down in bucket.

Host approves taste before wine is served to others.

Ladies served first, host last.

Wine does not drip on table when being poured.

Label faces guest while pouring.

Glasses filled 2/3 full.

Extra red wine placed on table above host's wine glass, with label facing guests.

Extra white wine and rose' stored in a wine bucket near host.

DINING ROOM SERVER

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TASK 20: Open Champagne Bottles

PROCEDURE STANDARD

Check that label and vintage of bottle are correct before approaching table.

Present to host for approval.

STEPS TO OPEN: 1) Keep bottle in ice bucket. 2) Remove foil and place in bucket. 3) Place left hand around neck of bottle and thumb

over cork. 4) Point away from all guests and staff. 5) Remove wire guard while leaving thumb on the

cork 6) Cover cork with a napkin. 7) Holding cork, slowly turn bottle, allowing cork to

come out (avoid pop). 8) Present cork to host.

Host approves selected bottle before it is opened.

Bottle always points away from guests and staff.

Cork is held securely while opening bottle to avoid any potential accidents.

No popping sound.

Always present cork to host.

DINING ROOM SERVER

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TASK 21: Serve Champagne Bottles

PROCEDURE STANDARD

STEPS TO SERVE: 1) Hold bottle so label faces guest. 2) Pour a small amount into host's glass for tasting

and approval. 3) Pour champagne to ladies first, then clockwise,

host last. 4) Avoid overfilling glasses due to carbonation. 5) Fill each champagne glass to ½" from rim. 6) Slightly twist bottle after each pouring to avoid

drips; use linen napkin for drips.

Place bottle in iced wine bucket after serving guests.

Place linen folded over bucket. Do not lie across top of bucket.

Remove empty bottles.

Host is given small amount to taste.

Ladies served first, host last.

Champagne does not drip on table when pouring.

Glasses slowly filled to ½" from rim.

Partial bottles of champagne are stored in a wine bucket.

Never turn empty bottle upside down in bucket.

DINING ROOM SERVER

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TASK 22: Take Food Order

PROCEDURE STANDARD

Approach table with a smile and warm salutation. Inquire if guests are ready to order.

Write down table number, position number, number of guests and your initials on each order.

Take ladies' orders first, going clockwise around table.

Take host's order last.

Write guests' orders down with correct position numbers: 1) Seat with back toward restaurant's entrance is

position one. 2) Each seat going clockwise from there is position

two, three, four, etc.

Write all orders with position number after each item.

Mark all female position numbers on order pad.

Separate each course with a line.

Use proper modifiers to help identify items.

Make suggestions to compliment guests’ meal (i.e., appetizer, salads, wine).

Repeat orders back and clarify all special requests,


Server speaks clearly.

Server offers affirmations during order taking (i.e. excellent choice.)

Suggestive up-selling techniques used.

Ladies order first, host orders last.

All pertinent questions are asked, (i.e., "What type of salad dressing would you like?", "How would you like your steak cooked?” etc.).

All orders note position numbers after each item ordered.

All orders repeated before departing.

DINING ROOM SERVER

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TASK 22: Take Food Order

PROCEDURE STANDARD

and verify how the guests would like the course to flow out of the kitchen.

DINING ROOM SERVER

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TASK 23: Post Food Orders

PROCEDURE STANDARD

Know the cooking and preparation times to determine when the order needs to be posted.

Look over the order and make sure it is

correct. Input orders into computer completely by

position numbers and courses. Verify that all the input was done correctly by

checking the screen and the ticket. Notify the kitchen of any special requests if

unable to ring modifier through computer.

All orders input right after the order has been taken.

All orders indicate:

1) Server name 2) Table number 3) Number of covers 4) Position Number 5) Female Positions

All orders entered into computer correctly. No omissions or errors.

Orders are input according to position

numbers. Kitchen is made aware of special requests. All modifiers needed have been used.

DINING ROOM SERVER

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TASK 24: Silver Service

PROCEDURE STANDARD

Determine silver needs for each guest and set appropriate silver down, course by course.

Serve all silver from a lined service tray or a lined show plate.

Serve all silver to ladies first, host last.

All appropriate silver is preset one course at a time, prior to course being served.

All silver is presented from a tray with linen

DINING ROOM SERVER

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TASK 25: Refill Beverages

PROCEDURE STANDARD

While orders are being processed, check back to table and refill beverages when 3/4 or more empty.

Suggest additional cocktails if glasses are half-empty.

Suggest additional bottled wine if bottle is emptied.

No empty water glasses or coffee cups.

Guests do not, and should not have to ask for refill. It is our job to provide the service, not for the guest to have to ask for it.

DINING ROOM SERVER

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TASK 27: Serve a Guest Who Has Left Their Seat

PROCEDURE STANDARD

Neatly refold guest's napkin and place it across the arm of their chair or to the left of the table setting.

Be observant of table and watch for guest's return.

Assist guests with their chairs whenever they sit down or get up from their chairs.

When a guest leaves their table during service, their napkin is neatly refolded and placed across their chair arm for their return.

Guests are assisted with their chairs at all times.

DINING ROOM SERVER

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TASK 28: Recheck Guest

PROCEDURE STANDARD

Check with guest within 2 minutes after serving food to ensure guests' satisfaction with food.

Comment about the meal (i.e., "I hope you’re enjoying your meal ",” I hope the Chef has prepared everything to your liking”)

Resolve any dissatisfaction immediately.

Refill beverages and complete service.

Check bread and ricotta spread. Replenish as needed.

Know how to sense when guests do not want to be interrupted (i.e., business meeting, romantic meal, an argument).

Items to look for when visually checking tables: 1) Plates pushed aside. 2) Guests not eating. 3) Wine needing to be refilled. 4) Alcoholic Beverages 1/3 full or less (walk to table

with appropriate beverage(s) and hold). 5) Water glasses ¾ empty 6) Other debris on table.

Guests' satisfaction with meals is checked within 2 minutes after food is served.

Maintain eye contact, smile and be brief.

Visual checks conducted throughout guests' meals.

Anticipate guests' needs. Never give guests the opportunity to have to ask for something.

It the service is behind or below standards in a particular station, notify supervisor.

All tables in station are checked during walk through.

Assist other servers as needed; make sure all guests are served in a timely manner.

No staff off floor without supervisor's approval.

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TASK 29: Crumb Table

PROCEDURE STANDARD

Use table crumber or folded linen napkin to gently lift and brush all crumbs to edge of table.

Place a B&B plate below edge of table and tap crumbs onto plate (never brush crumbs to floor).

Crumb ladies places first, host's last.

Tables crumbed after entree and between courses, as necessary.

Crumbs never brushed to floor.

DINING ROOM SERVER

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TASK 30: Present Dessert Menus/Take Order

PROCEDURE STANDARD

Ensure all entrees, side plates, dirty silverware, and condiments (salt and pepper, etc.) are completely cleared and table crumbed.

Present menus to ladies first, host last.

Notify guests of any unavailable items.

Describe dessert, coffee, and cordial selections and suggestively sell items.

Take orders; ladies first, host last.

Input orders into computer and ring desserts on check.

Place appropriate silverware in correct location on table.

Dessert menus presented to all tables.

Menus are clean with no stains or tears.

Menus given to ladies first, host last.

Servers know dessert selections and describe items in an appetizing manner.

Ladies order first, host last.

DINING ROOM SERVER

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TASK 31: Serve Dessert

PROCEDURE STANDARD

Tray-carry all desserts. Serve guest from their left, eldest ladies first, host

last.

Desserts are fresh and undamaged. Descriptions are accurate and enthusiastic. All desserts standing upright. Face or point of desserts face guest. Served according to plating guide.

DINING ROOM SERVER

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TASK 32: Prepare Espresso

PROCEDURE STANDARD

Set up espresso machine with: 1) Demitasse cups and saucers 2) Coffee cups and saucers 3) Demitasse spoons 4) Beans 5) Biscotti

To make espresso: 1) Grind enough grounds for one cup. 2) Use scoop to put grounds in handle of espresso

machine. 3) Fasten handle on machine. 4) Push start button while ensuring a demitasse cup

is under spout (use a coffee mug for double espresso).

5) Garnish and serve with biscotti 6) Remove handle and rinse.

Stocked to par level. No shortages.

Demitasse and coffee cups are free of chips, cracks, smudges, stains and debris.

Spoons are free of debris and tarnish, and are dry.

Lemon twists should be cut daily as people will ask, but Chef doesn’t want it as part of the presentation.

Condiments are fresh and free of other materials.

Each serving has exact amount of grounds for brewing.

Scoop always used when handling grounds.

Espresso should have perfect crème.

Espresso served in a demitasse cup with: 1) Demitasse spoon 2) Biscotti

Double espresso is served in a standard coffee cup with: 1) Teaspoon 2) Biscotti

DINING ROOM SERVER

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TASK 33: Prepare Cappuccino

PROCEDURE STANDARD

To make cappuccino: 1) Grind enough grounds for one cup. 2) Use scoop to put grounds in handle of espresso

machine. 3) Fasten handle to machine. 4) Push start button while ensuring a coffee mug is

under spout 5) While espresso is brewing, fill silver or stainless

container with about ½ cup of refrigerated milk. 6) Put under spout that will fill milk with air (hold

slightly under milk). 7) When milk has reached a frothy consistency,

spoon onto espresso. 8) Garnish and serve with biscotti.

Stocked to par level. No shortages.

Cappuccino cups are free of chips, cracks, smudges, stains and debris.

Spoons are free of debris and tarnish, and are dry.

Condiments are fresh and free of other materials.

Each serving has exact amount of grounds for brewing.

Scoop always used when handling grounds.

Fresh milk is used when preparing topping for cappuccino and cafe latte.

Cappuccino and cafe latte served in a double demitasse cup or a cappuccino cup.

Cappuccino and cafe latte are garnished with a standard set-up of: 1) Teaspoon 2) Lemon twist 3) Biscotti

DINING ROOM SERVER

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TASK 34: After-Dinner Cordials

PROCEDURE STANDARD

Offer guests after-dinner drinks by saying: "May I recommend a Sambuca to accompany your dessert?" “Perhaps a nice Scotch, Cognac or Armagnac?”

Glassware is polished and sparkles.

After-dinner cocktails offered to all guests.

DINING ROOM SERVER

99

TASK 35: Serve Coffee

PROCEDURE STANDARD

Set up coffee tray with: 1) Coffee cups and saucers 2) Teaspoons 3) Biscotti and petit four 4) Creamer filled with half and half ( heated if guest

prefers) 5) Sugar Bowl

Place coffee or decaffeinated coffee in specified French Press pot and place on silver tray

Make sure coffee is fresh. Offer guest if they would like their cream heated for them.

Place the preheated coffee cup/saucer to right of guest. Set teaspoon flat across saucer with top of spoon to the left, and the biscotti at 2 o’clock.

Place the petits fours at the center of the table.

Place sugar bowl and creamer in center of table

Serve ladies first

Pour coffee into cup ½” from rim

Offer to assist in refills when cups are ½ full, and until guest declines.

Check supply levels of sugar/sugar substitutes and creamer and replace as guests continue to take refills

Coffee cup/saucer is placed to right of guest with handle in 4 o’clock position. Served with biscotti on the coffee saucer.

Teaspoon is placed long ways with the top of the spoon facing left, “thumbs width” from the table edge.

Coffee is finished at the table in the French Press vessel.

Ladies served first, host last

Guests have sufficient cream, sugar, and sugar substitutes while they continue to drink coffee.

DINING ROOM SERVER

100

TASK 35: Serve Coffee

PROCEDURE STANDARD

DINING ROOM SERVER

101

TASK 37: Serve Hot Tea

PROCEDURE STANDARD

Server will verbally inform guest of tea selections.

Show tea box loose leaf samples to guest, and have them choose their tea.

Rinse teapot with hot water and empty.

Fill teapot with boiling water. Place on tray together with: 1) A lemon wedge placed on B&B plate. 2) Selected tea bag on side 3) Cup/saucer 4) Lemon 5) Milk ( must be at room temperature) 6) Honey

Take to table and place: 1) Cup/saucer on table to right of guest, cup

handles at 4 o’clock position. 2) Teapot above cup and saucer. 3) Teaspoon to right of place setting. 4) Petits fours in the center of the table. 5) Sugar bowl in center of table 6) Milk next to sugar bowl. ( Room Temperature )

Server will pour the tea for the guest at the table using the tea strainer, all the while maintaining conversation and eye contact with the guest.

Check table to ensure proper supply of sugar/sugar substitutes and milk; replace as needed.

Tea selection is made at table by guest after Server describes selection.

No tea stains on teapot or lid.

Teapot is warmed before filling.

Tea is hot and fresh; no spillage.

Tea service includes: 1) Teapot 2) Tea strainer 3) Cup and saucer On your service Tray 4) Creamer On your service Tray 5) Tea bag 6) Lemon On your service Tray 7) Honey On your service Tray 8) Biscotti and petit four presentation

Guests have sufficient supply of sugar/sugar substitutes and milk while they continue to drink tea.

Refills on tea, and fresh water

DINING ROOM SERVER

102

TASK 38: Serve Iced Tea

PROCEDURE STANDARD

Select an iced tea glass and inspect cleanliness/condition. 1) Fill iced tea glass with ice using an ice scoop. 2) Dispense tea from iced tea dispenser into glass

over ice. 3) Check freshness of iced tea. 4) Place wedge of lemon on bamboo pick on right

side of glass. 5) Place a sprig of fresh mint pointing up inside left-

side of glass. 6) Place straw in glass.

Set on tray and carry to table: 1) Place iced teaspoon to right of guest. 2) Place glass above spoon. 3) Place simple syrup in decanter next to glass.

Refill by using pitcher of iced tea; when ice in glass is melted, bring out a fresh, full glass of ice tea.

Ensure that adequate supply of sugar/sugar substitutes are on table.

Silverware is polished; no streaks or spots.

Iced tea is served cold and fresh.

Iced tea served with: 1) Lemon 2) Iced tea spoon 3) Sprig of mint 4) Serving of simple syrup

Served to right of guest.

Rim of glass is not touched when serving.

No spillage.

DINING ROOM SERVER

103

TASK 39: Returned Food/Comps

PROCEDURE STANDARD

If an item does not meet a guest's satisfaction, apologize and inquire if they would care for item to be re-cooked or replaced with something else.

If an item needs to be returned: 1) Notify Manager. 2) Show item to Manager. 3) Have item re-cooked (if applicable). 4) Have Manager Comp item (where appropriate). 5) All re-fired items delivered personally by the

floor manager. 6) Write concise explanation for a comp on the

check.

Returned food is give top priority in Kitchen.

Returned items shown to manager and chef.

All returned food is re-plated with fresh garnish, starch and vegetables.

No comp made prior to manager's approval.

For an item to be comped, a concise explanation must be written clearly on check with proper item rung in.

All comps made prior to presenting check to guest.

DINING ROOM SERVER

104

TASK 40: Present Check

PROCEDURE STANDARD

Process the check and verify that all charges have been rung in.

Place stand or plate opposite host.

Place check in check presenter, include the accompaniments; Give to host by placing it on table to their left.

Thank guest, using guest's name when known.

Indicate to host that you will take up check at their convenience.

Return to table within 3 minutes after presenting check for payment. Thanking the guest by name, and asking if they valeted this evening so you can have the car brought up.

Check presented only upon guest request.

The check is correct, clean, neat and presented in a clean presenter with a specialty accompaniments: Check Presenter:

No stains/ink

No spills

Knife Handle Pen:

Polished

Carved Magnifier:

Lenses polished/clean


Guests are informed of payment collection when check is presented.

Guests are thanked by name.

Gratuities are never solicited.

Gratuity is only added for parties of 8 or more.

DINING ROOM SERVER

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TASK 41: Process Payment

PROCEDURE STANDARD

Process payment of the checks according to the house policies regarding: 1) Cash 2) Traveler's checks 3) Credit card 4) Room charges 5) House Accounts 6) Member Account 7) Give-Ex 8) Vouchers

Return change, voucher or room charge to be signed within 3 minute(s) after picking up payment.

Thank the guest using guest's name when known.

Close check in system.

Enter on sales summary sheet.

All payment methods settled to Accounting procedures and policies.

All guests thanked after payment is received.

Maintain eye contact, smile and positive body language.

Guest's name used when known.

Gratuities are not solicited.

Gratuity is only added for parties of 8 or more.

DINING ROOM SERVER

106

TASK 42: Process Travelers Checks

PROCEDURE STANDARD

Witness guest signing check; verify that signatures match.

Stamp back of travelers check and reference guest check number and room number.

Process as cash.

Thank guest by name.

Close out guest check in system.


Traveler’s checks referenced with guest check number and room number.

Correct amount of traveler’s checks collected.

Only travelers checks made out in USD currency are accepted.

DINING ROOM SERVER

107

TASK 43: Process Cash

PROCEDURE STANDARD

When cash is received from the guest, take directly to the cashier to be processed.

Match check total to exact amount of cash.

Deliver any change back to the guest promptly.

Close out the check in the system.

Place cash in the drawer.

Enter on the sales summary sheet.

All cash counted.

Correct change returned to guest with a receipt.

No overages or shortages.

No foreign currency accepted.

DINING ROOM SERVER

108

TASK 44: Process Credit Cards

PROCEDURE STANDARD

Select correct voucher for credit card presented and make imprint on voucher and on back of guest check.

Check card expiration date and circle on voucher.

Write check number and amount and your initials on voucher; leave tip and total spaces blank for guest to fill in.

Present voucher to guest with a pen.

Pick up completed voucher from guest.

Verify guest's signature is present and that total amount is added correctly.

Swipe credit card through terminal.

Obtain approval for total amount of charges.

Get approval code for the amount to be charged and note approval number on voucher.

If credit is denied, tactfully ask for another form of payment.

Return credit card to guest with their receipt, guest copy of voucher and all carbons.

Correct voucher used for present credit card.

Credit card expiration dates checked and circled.

Credit card imprinted on back of check.

All imprints must be legible.

Guests always given a pen to complete voucher and sign it.

All vouchers must contain the guest's signature.

Approval codes obtained for all credit cards.

Denied credit card charges are addressed immediately and courteously.

Acceptable credit cards: 1) American Express 2) Carte Blanche 3) Diner's Club 4) Discover 5) MasterCard 6) JCB-Japanese Credit Bureau 7) Visa

DINING ROOM SERVER

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TASK 44: Process Credit Cards

PROCEDURE STANDARD


Close out check in system.


If system is down: 1) Check expiration date and circle on voucher 2) Fill in amount of charges on voucher 3) Write in your initials on voucher 4) Call listed credit card phone number for approval 5) Enter approval code on voucher

NOTE: See Accounting Procedures

DINING ROOM SERVER

110

TASK 45: Process Room Charge

PROCEDURE STANDARD

Politely ask guest to sign check, print their name and room number.

Make sure name is legible.

Verify the name and room

If room charge is not approved, have floor manager check with Front Desk first; then, allow manager to tactfully request another form of payment.


Close check out of system.


All information recorded accurately and legibly.

Guests always given a pen to sign and total their check.

Guest signature and room number must be on the check.

DINING ROOM SERVER

111

TASK 46: Depart Guest

PROCEDURE STANDARD

At the time of check presentation, suggest to party, "I do hope you enjoyed yourself this evening, we look forward to your return."

Offer additional coffee or after dinner drinks.

Use guests' names when known.

Each table receives a "thank you" and an "invite back" upon leaving.

Guests' names used when known.

Interactions are personalized.


DINING ROOM SERVER

112

TASK 47: Reset Table

PROCEDURE STANDARD

Assist bus-person; see that silverware, glassware, china and linens are delivered to each reset table.

Verify that china and glassware are not chipped and are clean. Verify that silverware is not bent.

Place silverware by handle, china by edge and glassware by stem or base onto table.

Ensure that table is organized and contains all silverware, china, linens, sugar bowls, salt and pepper shakers, centerpieces and new candles.

Tables reset immediately after guests have left.

DINING ROOM SERVER

113

TASK 48: Complete Closing Side-work

PROCEDURE STANDARD

Inventory silver.

Count and store wine bottle coasters.

Break down candles.

Break down server's side station.

Check with manager before departing.

All closing duties completed prior to asking permission to leave.

DINING ROOM SERVER

114

TASK 49: Tip Out

PROCEDURE STANDARD

All cashing out and tipping out to be done at end of service shift and out of sight of guests.

Report tips accurately per hotel procedures and policy, in accordance with Federal Law.

Sign for all tips received.

Guests do not see employees cashing out or collecting tips.

Discrepancies regarding tips discussed quietly and in private with manager.

Staff adheres to law for tip reporting.

All tips are signed for.

DINING ROOM SERVER

115

TASK 50: Check Out With Manager

PROCEDURE STANDARD

When all assignments are completed, check out with Manager before leaving.

Make sure work area is ready for next shift.

Brief oncoming staff of any information for follow-up pertinent to operation during their shift.

Sign out/punch out at designated location.

Sign out/punch out for you, only at actual time of departure.

Assigned work completed prior to asking permission to leave.

Work areas are clean, neat and free of debris. All supplies restocked.

Next shift has been informed of any pertinent information.