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Powerful Restaurant Forms

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  • 1. Table of ContentsCHAPTER 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
  • 2. 4 PURCHASE ORDER GUIDE ………………………………………………………………………………… 21 FORM: PURCHASE ORDER ……………………………………………………………………………… 225 CORRECTIVE ACTION FORM ……………………………………………………………………………… 23 FORM: CORRECTIVE ACTION …………………………………………………………………………. 246 EMPLOYEE HANDBOOK ……………………………………………………………………………………………. 26 WELCOME LETTER ….………………………………………………………………………. 27 EMPLOYEE HANDBOOK: TABLE OF CONTENTS ……………………………………………………… 287 SERVER TRAINING MANUAL …………………………………………………………………………………… 53 INDEX: DINING ROOM SERVER ……………………………………………………………………………. 54
  • 3. INVENTORYCALCULATORSPREADSHEET
  • 4. MEAT_SEAFOOD INVENTORY TOTALITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY
  • 5. PRODUCE INVENTORY TOTALITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY
  • 6. DRY GOODS INVENTORY TOTALITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY
  • 7. FROZEN GOODS INVENTORY TOTALITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY
  • 8. LIQUOR INVENTORY TOTALITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY
  • 9. WINE INVENTORY TOTALITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY
  • 10. BEER INVENTORY TOTALITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY
  • 11. 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 BEGINNINGBEGINNING INVENTORY INVENTORY ENDING INVENTORY ENDING INVENTORY PURCHASES PURCHASES ADJUSTMENTS ADJUSTMENTS USAGE USAGE SALES SALES
  • 12. DAILY SALESLEDGER
  • 13. DAILY SALES LEDGER WEEK OF: 12-Mar-10 12-Mar 13-Mar 14-Mar 15-Mar 16-Mar 17-Mar 18-Mar MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY SUMMARY % 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 #DIV/0! CREDIT CARDS CASH #DIV/0! CHECKS #DIV/0! TOTAL CASH #DIV/0! NET RECEIPTS #DIV/0! NUMBER OF COVERSSALES PER GUEST #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!
  • 14. PREPARATORYWORKSHEET
  • 15. PREP WORKSHEETWEEK OF: 1-Jan-10 1-Jan 2-Jan 3-Jan 4-Jan 5-Jan 6-Jan 7-Jan MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAYITEM UNIT PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP
  • 16. PURCHASE ORDER GUIDE
  • 17. PURCHASE ORDERWEEK OF: 1-Jan-10 Ace Hardware 562 619 9799 ITEM UNIT PAR OH ORDER PAR OH ORDER PAR OH ORDER PAR OH ORDER
  • 18. CORRECTIVEACTION FORM
  • 19. EMPLOYEEHANDBOOK
  • 20. WELCOME LETTER Welcome L etter 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, _______________________________________
  • 21. .. Table of Contents OUR MISSION ……………………………………………………………………………………3 OUR BUSINESS PHILOSOPHY ………………………………………………………………..3 ABOUT OUR HANDBOOK ……………………………………………………………………...4 EMPLOYMENT POLICES ………………………………………………………………………...5 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 RESTAURANT POLICES AND PRACTICES ………….…………………………………………18 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
  • 22. 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.
  • 23. 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.
  • 24. Employment PoliciesHiring 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.
  • 25. 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
  • 26. 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
  • 27. IMMEDIATE TERMINATION WITHOUT A WRITTENWARNING.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 children7. 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.
  • 28. 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.
  • 29. 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.
  • 30. 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
  • 31. 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.
  • 32. 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
  • 33. Paychecks are available at the Restaurant after 2:00pm on the 15 th and 1day of the month. 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.
  • 34. 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
  • 35. 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.
  • 36. Restaurant Policies & PracticesCustomer 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,
  • 37. 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.
  • 38. 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.”
  • 39. 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.
  • 40. 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.
  • 41. 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.
  • 42. 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.
  • 43. 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
  • 44. 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.
  • 45. HANDBOOK RECEIPTThis Employee Handbook does not constitute a contract of employment either in wholeor in part. The Company, reserves the right to add, delete, or change any portion of theEmployee Handbook with or without notice.FOR THE EMPLOYEE’S INFORMATION :Your employment status: _______ Full Time _______ Part TimeYour position title: ________________________________________________________General Manager’s Name: __________________________________________________Your starting date: ________________________________________________________I acknowledge receipt of, and have read, the Employee Handbook that outlines mybenefits and obligations as an employee of our restaurant . I understand theStandards of Conduct and each of the rules and regulations which I am expected tofollow, 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 setout in this handbook, and understand that they are at-will employees. The contents of anyEmployee Handbook, including this one, that may be distributed during the course oftheir employment shall not be construed to be a contract or in any way binding. TheCompany reserves the right to change, at its discretion, the contents of this handbook.POLI CY STATEMENTThis handbook is a general guide and provisions of this handbook do not constitute anemployment agreement (contract) or a guarantee of continued employment. It is simplyintended to outline the benefits and work requirements for all employees. It is furtherunderstood that the Company reserves the right to change the provisions in this handbookat any time. It is policy of the Company that employment and compensation of anyemployee is at will and can be terminated with or without cause, at any time, at the optionof the employee or at the option of the Company._________________________________ _______________________________________Manager’s Signature Date Employee’s Signature Date
  • 46. SERVERTRAINING MANUAL
  • 47. DINING ROOM SERVER Index PAGETASK 01: Complete Opening Sidework (Set-Up) .............................................................. 57TASK 02: Check Station (Set-Up) ..................................................................................... 58-6TASK 03: Set Tables (Set-Up) ........................................................................................... 60-8TASK 04: Prepare Napkins (Set-Up) .................................................................................... 62TASK 05: Stock Glassware (Set-Up) .................................................................................. 63TASK 06: Stock China (Set-Up) .......................................................................................... 64TASK 07: Stock Silverware (Set-Up) .................................................................................. 65TASK 08: Pre-Meal Meeting/Table Panel (Set-Up) .............................................................. 66TASK 09: Menu Knowledge ................................................................................................ 67TASK 10: Service Sequence ............................................................................................... 15-19TASK 11: Greet Guest At Table ............................................................................................... 21TASK 12: Serve Bottled Water .....................................................................................................TASK 13: Take Cocktail Order ................................................................................................. 22TASK 14: Post Cocktail Order ................................................................................................. 23TASK 15: Pick Up Cocktail Order ............................................................................................ 24TASK 16: Serve Cocktails ........................................................................................................ 25TASK 17: Set Up Wine Buckets/Coasters ............................................................................... 26TASK 18: Open Wine Bottle ..................................................................................................... 27TASK 19: Serve Bottled Wine .................................................................................................. 28 54
  • 48. DINING ROOM SERVER Index PAGETASK 20: Open Champagne Bottles ....................................................................................... 29TASK 21: Serve Champagne Bottles....................................................................................... 30TASK 22: Take Food Order ...................................................................................................... 31TASK 23: Post Food Orders..................................................................................................... 32TASK 24: Silver Service ........................................................................................................... 33TASK 25: Refill Beverages ....................................................................................................... 34TASK 26: All Tableside Presentations.........................................................................................35TASK 27: Serve A Guest Who Has Left Their Seat ................................................................ 35TASK 28: Recheck Guest ......................................................................................................... 36TASK 29: Crumb Table ............................................................................................................. 37TASK 30: Present Dessert Menus/Take Order........................................................................ 38TASK 31: Serve Dessert ........................................................................................................... 39TASK 32: Prepare Espresso .................................................................................................... 40TASK 33: Prepare Cappuccino ................................................................................................ 41TASK 34: After-Dinner Cordials/Cart....................................................................................... 42TASK 35: Coffee Service .......................................................................................................... 43TASK 36: French Press Coffee Service.......................................................................................44 55
  • 49. DINING ROOM SERVER Index PAGETASK 37: Hot Tea Service ........................................................................................................ 44TASK 38: Iced Tea Service ....................................................................................................... 45TASK 39: Returned Food/Comps ............................................................................................ 46TASK 40: Present Check .......................................................................................................... 47TASK 41: Process Payment ..................................................................................................... 48TASK 42: Process Travelers Checks ...................................................................................... 49TASK 43: Process Cash ........................................................................................................... 50TASK 44: Process Credit Cards .............................................................................................. 51TASK 45: Process Room Charge ............................................................................................ 53TASK 46: Depart Guest ............................................................................................................ 54TASK 47: Reset Table ............................................................................................................... 55TASK 48: Complete Closing Sidework.................................................................................... 56TASK 49: Tip Out ...................................................................................................................... 57TASK 50: Check Out With Supervisor ..................................................................................... 58 56
  • 50. DINING ROOM SERVER TASK 01: Complete Opening Side-work (Set-Up) PROCEDURE STANDARD  All tables set 5 minutes prior to pre-shift meeting. Check linen and remove damaged pieces.  Side-work completed by: 1) 10:55a.m. for lunch Prepare linen napkins to be put through the napkin 2) 5:25 p.m. for dinner 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. 57
  • 51. DINING ROOM SERVER TASK 02: Check Station (Set-Up) PROCEDURE STANDARD  Stations checked at start of shift to ensure that they are properly set. Check tables in assigned station for the following:  Furniture: Furniture: 1) Aligned to room floor plan. 1) Table alignment. 2) Tables and chairs are sturdy. 2) Center chairs. 3) Chairs centered around table. 3) Inspect: 4) Chairs free of dust, crumbs, food and trash. a) Chairs. 5) Table legs free of dust and food. b) Table legs. 6) No gum under tabletop. c) Under tabletop. 7) Floor is clean with no debris. d) Floor. 8) Artwork is free of food spills, streaks and e) Artwork. smudges. Inspect linen:  Linen: 1) Napkins. 1) Clean and pressed. 2) Tablecloths. 2) No rips, tears, holes or stains. 3) Hems face down. 4) Tablecloth hangs evenly/not touching the floor. Inspect tabletop: 5) Napkins folded to designated design. 1) Centerpiece, candles. 2) Place settings. 3) Salt and pepper shakers.  Tabletop: 4) Glassware. 1) Centerpiece fresh, clean and free of debris. 5) China. 2) Candles are fresh/new, correct scent and sturdy 6) Silverware. in holders. 3) Water in vase is clean and full; flowers fresh and not wilted. Rectify any deficiencies. 4) Place settings are “thumbs width” from table edge. 5) Place settings centered to the seat directly across NOTE: See attached tabletop diagram. from the table.  Salt and pepper shakers full: 1) Wiped clean. 2) Pour freely. 3) Salt not lumpy. 58
  • 52. DINING ROOM SERVER 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. 59
  • 53. DINING ROOM SERVER TASK 03: Set Tables (Set-Up) PROCEDURE STANDARD Check tabletop cleanliness; wipe as needed.  Tabletop free of crumbs and debris. Check condition and cleanliness of :  Salt/pepper shakers are: 1) Salt/pepper shakers. 1) Clean and polished. 2) Centerpiece 2) Full, and pour freely; salt not lumpy. 3) Set salt/pepper shakers behind 3) Set together behind floral/candle floral/candle centerpieces. centerpieces. 4) Set centerpiece in center of table.  Flower vase is clean, free of debris: 5) Sunflower facing front of table. 1) Water in vase is fresh and full. 2) Flower is fresh; not wilted. Check condition and cleanliness of linen: 3) Sunflower facing front of table. 1) Lay tablecloth per centerfold method. 2) Set napkin rings  Candles are fresh/new, correct scent and a) - on center of linen in front of seat sturdy in holders. b) – any cushions aligned with napkin  In the center Flower on the left. Candle on the right. Salt and Pepper behind the flower with Inspect each item for condition and Salt on the guest’s right/Server’s left. cleanliness before placing on tables.  Linen: 1) Clean and pressed. Place the following items on a clean, lined 2) No rips, tears, holes or stains. tray and carry to the table; set one of each at 3) Hems face down. each place setting: 4) Tablecloths hang evenly. 1) Dinner knife 5) Chairs should barely touch linen. 2) Dinner fork 6) On Booths tuck the corners of the inside 3) Butter knife booth so that it does not touch the floor. 4) Water glass 7) The white under-liner should not be 5) White wine glass touching the floor. 6) B&B plate 8) Placemats put under napkin only on 7) Folded Napkin Lounge/Terrace Tables. 9) Napkin seam faces down. Look over table to make sure each setting 10)Napkins placed in center of place setting. lines up with opposite setting, and that all items are uniformly placed on each table.  Flatware handled by its base handle, glassware by its stem or base, and china by Realign chairs. its edge. Note: Refer to attached table set up diagram for placement.  China, flatware and glassware are polished clean: 1) Free of food particles, stains, chips/cracks, 60
  • 54. DINING ROOM SERVER 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. 61
  • 55. DINING ROOM SERVER TASK 04: Prepare Napkins (Set-Up) PROCEDURE STANDARD Inspect cleanliness and condition of napkins.  All napkins clean and pressed, with no holes, rips, or stains. Inspect cleanliness and condition of napkin rings.  All napkin rings should be damage free, and polished Prepare napkins to the restaurant standard. 100 napkins per server per shift, ready to be slid through  All tables have the same napkin fold, and look the napkin rings. uniform throughout the restaurant after they are slid through the napkin ring. Place back-up of napkins at side stations.  Par supply folded for the following shift. Returns all damaged linen to supervisor to ensure it is not re-circulated and tie in a knot to indicate it’s  Napkins stored in a clean, dry area, neatly and damaged. 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. 62
  • 56. DINING ROOM SERVER TASK 05: Stock Glassware (Set-Up) PROCEDURE STANDARD Inspect back stations for glassware needed for  All glasses stocked to par by type. service.  All glasses are clean, polished and dry, free of: Stock each type of glass used to a specific par: 1) Water 1) Water/iced tea/milk/sodas 2) Spots 2) Wine 3) Streaks 3) Champagne flutes 4) Smudges 5) Chips 6) Cracks Stock the service stations to par level with backup glassware.  Glasses never handled by top rim; only by stem or base. Handle all glassware by the stem or base.  Glasses never placed on floor. Inspect that each piece is clean and undamaged.  All glasses placed inverted on trays. Discard any chipped or damaged glassware and notify manager.  Glass racks/trays are not visible to guests. Polish all glasses with a clean side towel.  All damaged glassware discarded to appropriate area. Place glassware inverted on trays. Do not stack trays. 63
  • 57. DINING ROOM SERVER TASK 06: Stock China (Set-Up) PROCEDURE STANDARD Inspect cleanliness and condition of china.  All china is clean; no stains, water spots, debris or food particles; no chips or cracks. Take back to the dishwasher for rewashing if necessary. Make sure they are dry.  All china is inspected for cleanliness and damages. Deliver china when chips or cracks are found to  All damaged china is discarded to appropriate area manager. and reported. Stock all stations with appropriate back-up china to  All china stocked to par by size and type. support peak demand period, according to established par.  China stacked and organized neatly and carefully. China needs include: 1) B&B plates  All china is wiped before placing inside stand. 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. 64
  • 58. DINING ROOM SERVER TASK 07: Stock Silverware (Set-Up) PROCEDURE STANDARD Inspect all silverware for cleanliness and damage.  Silverware is clean, dry and shiny with no water Give all damaged silverware to manager. spots, streaks, tarnish, bends or food particles. Polish all silverware with a clean side towel. Hold in  All silverware stocked to peak demands. side towel, never by hand.  All silverware is stocked by type and to specific pars. Stock all stations with back up silverware to support peak demand period.  All silverware stocks have matching patterns. Stock all silverware by type to specific pars of the restaurant, including:  All damaged silverware given to manager. 1) Dinner forks 2) Salad forks 3) Dessert forks  Every piece of silverware wiped clean with a damp 4) Dinner knives side towel (not napkins). 5) Butter knives 6) Steak knives 7) Tablespoons  Silverware not polished in the presence of guests. 8) Teaspoons 9) Iced tea spoons  Silverware is handled only by base handle when 10) Demitasse spoons polishing and when storing. 11) Soup spoons 12) Sauce spoons 13) Dessert spoons 65
  • 59. DINING ROOM SERVER TASK 08: Pre-Meal Meeting/Table Panel (Set-Up) PROCEDURE STANDARD Meet at the designated area for the pre-meal  Attend the pre-meal meeting at 10:30 a.m. and 4:30 meeting conducted by the manager/chef prior to p.m. promptly. each meal period to review: 1) Review Pelican Brief 2) House count, V.I.P.’s group activity and special  Staff is knowledgeable of the activities within the arrangements. hotel. 3) Pertinent hotel information. 4) Station assignments. 5) Uniform and hygiene inspection.  Staff knows specials and 86d items: 6) Food specials with tasting and proper garnish 1) Portion size and quantity (for lunch and dinner). 2) Cooking time 7) 86d items. 3) Preparation methods 8) Standards of the week training. 4) Ingredients 9) Feed-back, questions and answers. 5) Sauces 10)Guest service points. 6) Accompaniments 11)Safety issues. 7) Price 8) Computer code Be on time and make sure to have a pen with paper to write necessary information.  86d 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. 66
  • 60. DINING ROOM SERVER TASK 09: Menu Knowledge (Set-Up) PROCEDURE STANDARD Be thoroughly familiar with all menu items:  All staff are completely familiar with menu items in 1) Preparation method (grilled, poached, etc.) order to assist the guest and answer questions 2) Preparation time accurately. 3) Ingredients 4) Sauces 5) Presentation, garnishes  Daily specials reviewed 30 minutes before each meal 6) Portion size period. 7) Side dishes 8) Compatible wines 9) Price  Staff is able to suggestively sell in an appealing 10)Computer code manner. If unsure of any menu item, check with kitchen or  All 86d items known at the beginning of each shift supervisor to accurately inform guest. prior to taking orders. Be familiar with menu selections of other outlets.  Guests provided alternative and apology if item is 86d after order is taken. 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 86d items (including wines or desserts) at the beginning of shift. Be able to suggest alternatives. For items 86d after the order is taken, return to the guest immediately with an alternative suggestion 67
  • 61. DINING ROOM SERVER TASK 09: Menu Knowledge (Set-Up) PROCEDURE STANDARDand an apology. 68
  • 62. DINING ROOM SERVER TASK 10: Service Sequence PROCEDURE STANDARD Host person will ensure that table is set with correct number of settings.  All guests greeted within 1 minute of being seated. Host person will greet guests within 30 seconds of entrance.  All guests greeted with a smile and appropriate salutation. Using the proper time of day greeting, Host will acquire the party information confirming  Eye contact and positive body language and /or amending any Open Table Notes. maintained. Host will make the “Hotel Guest Inquiry”  Water poured to all guests, unless otherwise requested. Water glasses kept full throughout  If they are guests at the Resort, they are the meal. asked if they would like to bill their meal to their room.  Anticipate guest’s preference for when to  Any room number or member number place order. information is noted in Open Table Notes and discreetly communicated with the  All orders are rung into P.O.S. without Server. mistakes. Host person will seat guests.  New beverages are suggested or refilled when down to half-full. Host, Manager, and Server will pull out seats for guest.  Table tops are kept free of debris. 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. 69
  • 63. DINING ROOM SERVER TASK 10: Service Sequence 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. 70
  • 64. DINING ROOM SERVER TASK 10: Service Sequence 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. 71
  • 65. DINING ROOM SERVER TASK 10: Service Sequence 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. 72
  • 66. DINING ROOM SERVER TASK 10: Service Sequence 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. 73
  • 67. DINING ROOM SERVER TASK 10: Service Sequence 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. 74
  • 68. DINING ROOM SERVER TASK 11: Greet Guest at Table PROCEDURE STANDARD Server will approach table greet guests with a  Eldest ladies first, host last. smile and a warm welcome within 1 minute. Server will remove napkin ring laying the linen  All guests greeted with a smile and warm salutation across the lap of the first lady. within 2 minutes of being seated. Server will collect napkin rings from all guests at the table.  Use position points. With a smile, say: “Good Evening and Welcome to Andrea. May I offer you a one of our signature  Eye contact and positive body posture maintained. 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. 75
  • 69. DINING ROOM SERVER TASK 12: Serve Bottled Water PROCEDURE STANDARD Have busperson set up wine bucket.  All bottled water taken chilled, from refrigerator (re- stock through service). Offer sliced lemon, served on small tray or B&B plate in the Andrea standard.  No spills or drips. Pour immediately after guests are seated.  Bottle does not slip out of hand when label becomes wet. Show label while pouring.  Label facing table. 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. 76
  • 70. DINING ROOM SERVER TASK 13: Take Cocktail Order PROCEDURE STANDARD Know well, premium, deluxe brands and signature  Eye contact, smile and positive body language drinks. Also know correct glassware and garnishes. maintained. Offer to take a beverage order and suggestively sell  All Servers knowledgeable of: wines. 1) All available brands 2) Signature drinks 3) Wines (bottle and by the glass selections) Up sell all beverage brands. 4) Correct glassware 5) Garnishes Take ladies orders first; hosts order last.  Servers up sell beverage brands and suggestively sell cocktails. Record order on guest check with position numbers.  Ladies orders taken first, host last. 77
  • 71. DINING ROOM SERVER TASK 14: Post Cocktail Order PROCEDURE STANDARD Look over order and ensure it is correct.  All orders include server name, table number and Input orders into computer completely by position number of covers. numbers.  All orders inputted right after they have been taken Verify that all inputting was done correctly by and before retrieving drinks from bartender. checking ticket and screen.  All orders entered into computer accurately Notify bartender of any special requests if unable to according to position numbers. ring modifier through computer.  All necessary modifiers have been used (i.e., up, rocks, tall, etc.).  Bartender is made aware of special requests. 78
  • 72. DINING ROOM SERVER TASK 15: Pick Up Cocktail Order PROCEDURE STANDARD Receive orders from bartender in the appropriate glassware.  All drinks picked up upon completion of order. Verify completed order with your order copy.  All drinks checked for appropriate garnishes. Add appropriate garnish.  Drinks are arranged neatly and balanced on tray, in order of service. 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. 79
  • 73. DINING ROOM SERVER TASK 16: Serve Cocktails PROCEDURE STANDARD Serve guest from their right, ladies first, host last.  All drinks served promptly within 3-5 minutes after each order is taken. Serve all cocktails to correct guests.  Eye contact, smile and positive body language maintained. Place coaster (picture facing guest) in front of guest on table if the table is a patio or lounge table without linen.  Guests receive correct drinks as ordered; no "auctioning." Set cocktail on coaster lightly. Avoid breakage on stone tables.  Coaster (picture facing guest) in front of guest Serve beer by pouring the glass full; do not leave  All drinks served from a cocktail tray to guests right, bottle at table. using your right hand.  Glassware handled by base/stem only.  Ladies served first, and host last.  Spills wiped up promptly; coaster replaced, as necessary. 80
  • 74. DINING ROOM SERVER TASK 17: Set Up Wine Coasters PROCEDURE STANDARD Stock coasters for red wine in side station make  All wine buckets filled and stationed throughout sure they are polished and in good condition. room. Set up ice buckets for white or rosé wine or  All buckets and stands clean; shiny with no tarnish, champagne where designated by manager. stains or spots. Make sure buckets and stands are clean and shiny.  All buckets removed from dining room after closing. Fill ice buckets with 1/3 ice and 1/3 water.  Buckets kept empty and properly stored when not in use. 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. 81
  • 75. DINING ROOM SERVER TASK 18: Open Wine Bottle PROCEDURE STANDARD Check that label and vintage of bottle are correct  Host allowed opportunity to approve selected bottle before approaching table. before it is opened. Carry a servers corkscrew at all times.  Wine bottle never placed on table while opening. Present bottle to host for approval.  Foil is cut at second lip on neck of bottle; cut is even.  Lip and top of bottle are free of dirt and debris. STEPS TO OPEN: 1) Hold bottle in one hand.  No popping noise when cork is pulled from bottle. a) place bottle on table 2) Remove foil by using corkscrew knife and cutting just under second lip at neck of bottle.  No broken bits of cork inside 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. 82
  • 76. DINING ROOM SERVER TASK 19: Serve Bottled Wine PROCEDURE STANDARDTo pour bottled wine:  Host approves taste before wine is served to others. 1) Hold bottle with label facing guest. 2) Pour a small amount into the hosts glass for  Ladies served first, host last. tasting and approval. 3) Serve ladies first, then clockwise and host last. 4) Fill each glass.  Wine does not drip on table when being poured. 5) Slightly twist bottle after pouring, to prevent dripping. Use linen for drips.  Label faces guest while pouring. Place red wine on coaster in center of bar top/table (center) or in basket.  Glasses filled 2/3 full. Place white wine or rose in the wine bucket.  Extra red wine placed on table above hosts wine glass, with label facing guests. Place linen through bucket handle. Do not lay linen across top of bucket.  Extra white wine and rose stored in a wine bucket near host. Remove empty bottles. Never turn bottle upside down in bucket. 83
  • 77. DINING ROOM SERVER TASK 20: Open Champagne Bottles PROCEDURE STANDARD Check that label and vintage of bottle are correct  Host approves selected bottle before it is opened. before approaching table.  Bottle always points away from guests and staff. Present to host for approval.  Cork is held securely while opening bottle to avoid any potential accidents. STEPS TO OPEN: 1) Keep bottle in ice bucket.  No popping sound. 2) Remove foil and place in bucket. 3) Place left hand around neck of bottle and thumb over cork.  Always present cork to host. 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. 84
  • 78. DINING ROOM SERVER TASK 21: Serve Champagne Bottles PROCEDURE STANDARD STEPS TO SERVE:  Host is given small amount to taste. 1) Hold bottle so label faces guest. 2) Pour a small amount into hosts glass for tasting and approval.  Ladies served first, host last. 3) Pour champagne to ladies first, then clockwise, host last. 4) Avoid overfilling glasses due to carbonation.  Champagne does not drip on table when pouring. 5) Fill each champagne glass to ½" from rim. 6) Slightly twist bottle after each pouring to avoid drips; use linen napkin for drips.  Glasses slowly filled to ½" from rim. Place bottle in iced wine bucket after serving guests.  Partial bottles of champagne are stored in a wine bucket. Place linen folded over bucket. Do not lie across top of bucket.  Never turn empty bottle upside down in bucket. Remove empty bottles. 85
  • 79. DINING ROOM SERVER TASK 22: Take Food Order PROCEDURE STANDARD Approach table with a smile and warm salutation.  Eye contact, smile and positive body language Inquire if guests are ready to order. maintained. Write down table number, position number,  Server speaks clearly. number of guests and your initials on each order.  Server offers affirmations during order taking (i.e. Take ladies orders first, going clockwise around excellent choice.) table.  Suggestive up-selling techniques used. Take hosts order last.  Ladies order first, host orders last. Write guests orders down with correct position numbers: 1) Seat with back toward restaurants entrance is  All pertinent questions are asked, (i.e., "What type position one. of salad dressing would you like?", "How would you 2) Each seat going clockwise from there is position like your steak cooked?” etc.). two, three, four, etc.  All orders note position numbers after each item Write all orders with position number after each ordered. item.  All orders repeated before departing. 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, 86
  • 80. DINING ROOM SERVER TASK 22: Take Food Order PROCEDURE STANDARDand verify how the guests would like the course toflow out of the kitchen. 87
  • 81. DINING ROOM SERVER TASK 23: Post Food Orders PROCEDURE STANDARD Know the cooking and preparation times to  All orders input right after the order has been determine when the order needs to be taken. posted.  All orders indicate: Look over the order and make sure it is 1) Server name correct. 2) Table number 3) Number of covers Input orders into computer completely by 4) Position Number position numbers and courses. 5) Female Positions Verify that all the input was done correctly by  All orders entered into computer correctly. No checking the screen and the ticket. omissions or errors. Notify the kitchen of any special requests if  Orders are input according to position unable to ring modifier through computer. numbers.  Kitchen is made aware of special requests.  All modifiers needed have been used. 88
  • 82. DINING ROOM SERVER TASK 24: Silver Service PROCEDURE STANDARD Determine silver needs for each guest and set  All appropriate silver is preset one course at a time, appropriate silver down, course by course. prior to course being served. Serve all silver from a lined service tray or a lined show plate.  All silver is presented from a tray with linen Serve all silver to ladies first, host last. 89
  • 83. DINING ROOM SERVER TASK 25: Refill Beverages PROCEDURE STANDARD While orders are being processed, check back to  No empty water glasses or coffee cups. table and refill beverages when 3/4 or more empty.  Guests do not, and should not have to ask for refill. Suggest additional cocktails if glasses are half- It is our job to provide the service, not for the guest empty. to have to ask for it. Suggest additional bottled wine if bottle is emptied. 90
  • 84. DINING ROOM SERVER TASK 27: Serve a Guest Who Has Left Their Seat PROCEDURE STANDARD  When a guest leaves their table during service, their napkin is neatly refolded and placed across their Neatly refold guests napkin and place it across the chair arm for their return. arm of their chair or to the left of the table setting.  Guests are assisted with their chairs at all times. Be observant of table and watch for guests return. Assist guests with their chairs whenever they sit down or get up from their chairs. 91
  • 85. DINING ROOM SERVER TASK 28: Recheck Guest PROCEDURE STANDARD Check with guest within 2 minutes after serving  Guests satisfaction with meals is checked within 2 food to ensure guests satisfaction with food. minutes after food is served. Comment about the meal (i.e., "I hope you’re  Maintain eye contact, smile and be brief. enjoying your meal ",” I hope the Chef has prepared everything to your liking”)  Visual checks conducted throughout guests meals. Resolve any dissatisfaction immediately.  Anticipate guests needs. Never give guests the opportunity to have to ask for something. Refill beverages and complete service.  It the service is behind or below standards in a Check bread and ricotta spread. Replenish as particular station, notify supervisor. needed.  All tables in station are checked during walk Know how to sense when guests do not want to be through. interrupted (i.e., business meeting, romantic meal, an argument).  Assist other servers as needed; make sure all guests are served in a timely manner. Items to look for when visually checking tables: 1) Plates pushed aside. 2) Guests not eating.  No staff off floor without supervisors approval. 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. 92
  • 86. DINING ROOM SERVER TASK 29: Crumb Table PROCEDURE STANDARD Use table crumber or folded linen napkin to gently  Tables crumbed after entree and between courses, lift and brush all crumbs to edge of table. as necessary. Place a B&B plate below edge of table and tap  Crumbs never brushed to floor. crumbs onto plate (never brush crumbs to floor). Crumb ladies places first, hosts last. 93
  • 87. DINING ROOM SERVER TASK 30: Present Dessert Menus/Take Order PROCEDURE STANDARD Ensure all entrees, side plates, dirty silverware, and  Dessert menus presented to all tables. condiments (salt and pepper, etc.) are completely cleared and table crumbed.  Menus are clean with no stains or tears. Present menus to ladies first, host last.  Menus given to ladies first, host last. Notify guests of any unavailable items.  Servers know dessert selections and describe items in an appetizing manner. Describe dessert, coffee, and cordial selections and suggestively sell items.  Ladies order first, host last. Take orders; ladies first, host last. Input orders into computer and ring desserts on check. Place appropriate silverware in correct location on table. 94
  • 88. DINING ROOM SERVER TASK 31: Serve Dessert PROCEDURE STANDARD Tray-carry all desserts.  Desserts are fresh and undamaged. Serve guest from their left, eldest ladies first, host  Descriptions are accurate and enthusiastic. last.  All desserts standing upright.  Face or point of desserts face guest.  Served according to plating guide. 95
  • 89. DINING ROOM SERVER TASK 32: Prepare Espresso PROCEDURE STANDARD Set up espresso machine with:  Stocked to par level. No shortages. 1) Demitasse cups and saucers 2) Coffee cups and saucers 3) Demitasse spoons  Demitasse and coffee cups are free of chips, cracks, 4) Beans smudges, stains and debris. 5) Biscotti  Spoons are free of debris and tarnish, and are dry. To make espresso: 1) Grind enough grounds for one cup. 2) Use scoop to put grounds in handle of espresso  Lemon twists should be cut daily as people will ask, machine. but Chef doesn’t want it as part of the presentation. 3) Fasten handle on machine. 4) Push start button while ensuring a demitasse cup is under spout (use a coffee mug for double  Condiments are fresh and free of other materials. espresso). 5) Garnish and serve with biscotti  Each serving has exact amount of grounds for 6) Remove handle and rinse. 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 96
  • 90. DINING ROOM SERVER TASK 33: Prepare Cappuccino PROCEDURE STANDARD To make cappuccino:  Stocked to par level. No shortages. 1) Grind enough grounds for one cup. 2) Use scoop to put grounds in handle of espresso machine.  Cappuccino cups are free of chips, cracks, smudges, 3) Fasten handle to machine. stains and debris. 4) Push start button while ensuring a coffee mug is under spout 5) While espresso is brewing, fill silver or stainless  Spoons are free of debris and tarnish, and are dry. container with about ½ cup of refrigerated milk. 6) Put under spout that will fill milk with air (hold slightly under milk).  Condiments are fresh and free of other materials. 7) When milk has reached a frothy consistency, spoon onto espresso.  Each serving has exact amount of grounds for 8) Garnish and serve with biscotti. 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 97
  • 91. DINING ROOM SERVER 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  Glassware is polished and sparkles. Armagnac?”  After-dinner cocktails offered to all guests. 98
  • 92. DINING ROOM SERVER TASK 35: Serve Coffee PROCEDURE STANDARD Set up coffee tray with:  Coffee cup/saucer is placed to right of guest with 1) Coffee cups and saucers handle in 4 o’clock position. Served with biscotti on 2) Teaspoons the coffee saucer. 3) Biscotti and petit four 4) Creamer filled with half and half ( heated if guest prefers)  Teaspoon is placed long ways with the top of the 5) Sugar Bowl spoon facing left, “thumbs width” from the table edge. Place coffee or decaffeinated coffee in specified French Press pot and place on silver tray  Coffee is finished at the table in the French Press Make sure coffee is fresh. Offer guest if they would vessel. 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.  Ladies served first, host last Place the petits fours at the center of the table. Place sugar bowl and creamer in center of table  Guests have sufficient cream, sugar, and sugar substitutes while they continue to drink coffee. 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 99
  • 93. DINING ROOM SERVER TASK 35: Serve CoffeePROCEDURE STANDARD 100
  • 94. DINING ROOM SERVER TASK 37: Serve Hot Tea PROCEDURE STANDARD Server will verbally inform guest of tea selections.  Tea selection is made at table by guest after Server describes selection. Show tea box loose leaf samples to guest, and have them choose their tea.  No tea stains on teapot or lid. Rinse teapot with hot water and empty.  Teapot is warmed before filling. Fill teapot with boiling water. Place on tray  Tea is hot and fresh; no spillage. together with: 1) A lemon wedge placed on B&B plate. 2) Selected tea bag on side  Tea service includes: 3) Cup/saucer 1) Teapot 4) Lemon 2) Tea strainer 5) Milk ( must be at room temperature) 3) Cup and saucer On your service Tray 6) Honey 4) Creamer On your service Tray 5) Tea bag 6) Lemon On your service Tray Take to table and place: 7) Honey On your service Tray 1) Cup/saucer on table to right of guest, cup 8) Biscotti and petit four presentation handles at 4 o’clock position. 2) Teapot above cup and saucer. 3) Teaspoon to right of place setting.  Guests have sufficient supply of sugar/sugar 4) Petits fours in the center of the table. substitutes and milk while they continue to drink 5) Sugar bowl in center of table tea. 6) Milk next to sugar bowl. ( Room Temperature )  Refills on tea, and fresh water 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. 101
  • 95. DINING ROOM SERVER TASK 38: Serve Iced Tea PROCEDURE STANDARD Select an iced tea glass and inspect  Silverware is polished; no streaks or spots. cleanliness/condition. 1) Fill iced tea glass with ice using an ice scoop. 2) Dispense tea from iced tea dispenser into glass  Iced tea is served cold and fresh. over ice. 3) Check freshness of iced tea. 4) Place wedge of lemon on bamboo pick on right  Iced tea served with: side of glass. 1) Lemon 5) Place a sprig of fresh mint pointing up inside left- 2) Iced tea spoon side of glass. 3) Sprig of mint 6) Place straw in glass. 4) Serving of simple syrup Set on tray and carry to table:  Served to right of guest. 1) Place iced teaspoon to right of guest. 2) Place glass above spoon. 3) Place simple syrup in decanter next to glass.  Rim of glass is not touched when serving. Refill by using pitcher of iced tea; when ice in glass  No spillage. is melted, bring out a fresh, full glass of ice tea. Ensure that adequate supply of sugar/sugar substitutes are on table. 102
  • 96. DINING ROOM SERVER TASK 39: Returned Food/Comps PROCEDURE STANDARD If an item does not meet a guests satisfaction,  Returned food is give top priority in Kitchen. apologize and inquire if they would care for item to be re-cooked or replaced with something else.  Returned items shown to manager and chef. If an item needs to be returned: 1) Notify Manager.  All returned food is re-plated with fresh garnish, 2) Show item to Manager. starch and vegetables. 3) Have item re-cooked (if applicable). 4) Have Manager Comp item (where appropriate). 5) All re-fired items delivered personally by the  No comp made prior to managers approval. floor manager. 6) Write concise explanation for a comp on the check.  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. 103
  • 97. DINING ROOM SERVER TASK 40: Present Check PROCEDURE STANDARD Process the check and verify that all charges have  Check presented only upon guest request. been rung in. Place stand or plate opposite host.  The check is correct, clean, neat and presented in a clean presenter with a specialty accompaniments: Place check in check presenter, include the Check Presenter: accompaniments; Give to host by placing it on table to their left. No stains/ink No spills Thank guest, using guests name when known. Knife Handle Pen: Indicate to host that you will take up check at their Polished convenience. Carved Magnifier: Return to table within 3 minutes after presenting Lenses polished/clean check for payment. Thanking the guest by name, and asking if they valeted this evening so you can have the car brought up.  Eye contact, smile and positive body language maintained.  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. 104
  • 98. DINING ROOM SERVER TASK 41: Process Payment PROCEDURE STANDARD Process payment of the checks according to the  All payment methods settled to Accounting house policies regarding: procedures and policies. 1) Cash 2) Travelers checks 3) Credit card  All guests thanked after payment is received. 4) Room charges 5) House Accounts 6) Member Account  Maintain eye contact, smile and positive body 7) Give-Ex language. 8) Vouchers  Guests name used when known. Return change, voucher or room charge to be signed within 3 minute(s) after picking up payment.  Gratuities are not solicited. Thank the guest using guests name when known.  Gratuity is only added for parties of 8 or more. Close check in system. Enter on sales summary sheet. 105
  • 99. DINING ROOM SERVER TASK 42: Process Travelers Checks PROCEDURE STANDARD Witness guest signing check; verify that signatures  Traveler’s checks referenced with guest check match. number and room number. Stamp back of travelers check and reference guest  Correct amount of traveler’s checks collected. check number and room number.  Only travelers checks made out in USD currency are Process as cash. accepted. Thank guest by name. Close out guest check in system. Enter on sales summary sheet. 106
  • 100. DINING ROOM SERVER TASK 43: Process Cash PROCEDURE STANDARD When cash is received from the guest, take directly  Enter on the sales summary sheet. to the cashier to be processed.  All cash counted. Match check total to exact amount of cash.  Correct change returned to guest with a receipt. Deliver any change back to the guest promptly.  No overages or shortages. Close out the check in the system.  No foreign currency accepted. Place cash in the drawer. 107
  • 101. DINING ROOM SERVER TASK 44: Process Credit Cards PROCEDURE STANDARD Select correct voucher for credit card presented and  Correct voucher used for present credit card. make imprint on voucher and on back of guest check.  Credit card expiration dates checked and circled. Check card expiration date and circle on voucher.  Credit card imprinted on back of check. Write check number and amount and your initials on voucher; leave tip and total spaces blank for  All imprints must be legible. guest to fill in.  Guests always given a pen to complete voucher and Present voucher to guest with a pen. sign it. Pick up completed voucher from guest.  All vouchers must contain the guests signature. Verify guests signature is present and that total  Approval codes obtained for all credit cards. amount is added correctly.  Denied credit card charges are addressed Swipe credit card through terminal. immediately and courteously. Obtain approval for total amount of charges.  Acceptable credit cards: 1) American Express 2) Carte Blanche Get approval code for the amount to be charged 3) Diners Club and note approval number on voucher. 4) Discover 5) MasterCard 6) JCB-Japanese Credit Bureau If credit is denied, tactfully ask for another form of 7) Visa payment. Return credit card to guest with their receipt, guest copy of voucher and all carbons. 108
  • 102. DINING ROOM SERVER TASK 44: Process Credit Cards PROCEDURE STANDARD Thank guest by name. Close out check in system. Enter on sales summary sheet. 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 109
  • 103. DINING ROOM SERVER TASK 45: Process Room Charge PROCEDURE STANDARD Politely ask guest to sign check, print their name  All information recorded accurately and legibly. and room number.  Guests always given a pen to sign and total their Make sure name is legible. check. Verify the name and room  Guest signature and room number must be on the check. If room charge is not approved, have floor manager check with Front Desk first; then, allow manager to tactfully request another form of payment. Thank guest by name. Close check out of system. Enter on sales summary sheet. 110
  • 104. DINING ROOM SERVER TASK 46: Depart Guest PROCEDURE STANDARD At the time of check presentation, suggest to party,  Each table receives a "thank you" and an "invite "I do hope you enjoyed yourself this evening, we back" upon leaving. look forward to your return."  Guests names used when known. Offer additional coffee or after dinner drinks.  Interactions are personalized. Use guests names when known.  Eye contact, smile and positive body language maintained. 111
  • 105. DINING ROOM SERVER TASK 47: Reset Table PROCEDURE STANDARD Assist bus-person; see that silverware, glassware,  Tables reset immediately after guests have left. 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. 112
  • 106. DINING ROOM SERVER TASK 48: Complete Closing Side-work PROCEDURE STANDARD  All closing duties completed prior to asking permission to leave. Inventory silver. Count and store wine bottle coasters. Break down candles. Break down servers side station. Check with manager before departing. 113
  • 107. DINING ROOM SERVER TASK 49: Tip Out PROCEDURE STANDARD All cashing out and tipping out to be done at end of  Guests do not see employees cashing out or service shift and out of sight of guests. collecting tips. Report tips accurately per hotel procedures and  Discrepancies regarding tips discussed quietly and in policy, in accordance with Federal Law. private with manager. Sign for all tips received.  Staff adheres to law for tip reporting.  All tips are signed for. 114
  • 108. DINING ROOM SERVER TASK 50: Check Out With Manager PROCEDURE STANDARD When all assignments are completed, check out  Assigned work completed prior to asking permission with Manager before leaving. to leave. Make sure work area is ready for next shift.  Work areas are clean, neat and free of debris. All supplies restocked. Brief oncoming staff of any information for follow- up pertinent to operation during their shift.  Next shift has been informed of any pertinent information. Sign out/punch out at designated location. Sign out/punch out for you, only at actual time of departure. 115