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180 blue


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180 blue

  1. 1. 180 Blue Training
  2. 2. Steps of Service:
  3. 3. What should you say at the greet? Good Evening! Welcome to 180 Blue! My name is _______________, and I will be taking care of you this evening. Have you ever dined with us before? No, well let me tell you a little about 180 Blue, we are a student run restaurant here at the Thompson School. We are comprised of Culinary and Restaurant Management Students. Our menu is designed by our Student Chef. Each week there is a different chef and menu. The menu is based on the international region or country which the culinary team is studying this week. You have your choice of 2 appetizers, 2 entrees, and then you will enjoy a delicious dessert prepared by our pastry chef. May I start you with a beverage while you look over our menu?
  4. 4. Hospitality at 180 Blue Serving exceptional food and exceptional service! • Ask all of your guests if this is their first time dining at 180 Blue. Every table, every time! • Introduce first time guests to 180 Blue. • Names, names, names. Use them! • Guide guests through the menu. • Let the manager know that you have a first time guest at your table • Be attentive to the needs and concerns of all of your guests!
  5. 5. Greet guests warmly and practice the Five Foot Rule: everyone that comes within five (5) feet of you, be sure you acknowledge and smile! • Open the door for guests coming and going. • Answer questions patiently and enthusiastically. • Anticipate the guest’s needs. • Bring condiments to the table before they ask! • Re-fill drinks before they ask! • Pour bottled beer into a frosty cold glass for them. • Keep a tidy table! (PRE-BUS, PRE-BUS, PREBUS) • Have a sense of urgency at all times! • Treat EVERY guest as your own. There is no my guest, my table, my section mentality in the hospitality industry!
  6. 6. • Know the menu: Can you pronounce all the names of items? Do you know how they are prepared? Do you know the cost of additional up sells? Can you list the key ingredients? • Use appetizing and accurate descriptions. Key factors that help are knowing portions, preparation, presentation, and price • Suggestive Nod: Smile! Nod when speaking to your guests or suggestive selling to let them know that you are listening • Pay special attention to first times. At Bugaboo Creek, Have Fun! People who enjoy their work have better attitude, which lead to positive results.
  7. 7. Wine opening… • Present the bottle to the host by showing him or her the label and saying the name of the wine. Make sure the label faces the host when pouring, glasses not presented on table at seating should be tray served or carried by stems upside down. Always inspect glassware to be free of film or spots. Glasses when serving should be held by the high neck. • Use the small knife in the corkscrew to cut the foil cleanly beneath the lip of the bottle. (Wax or plastic cork coverings need not be removed) Put the cut foil in your apron. Wipe the top of the bottle. • Insert the corkscrew just off center, and twist until the notch on the hinged metal piece of the tools rests on the lip of the bottle. • Hold the metal hinge on the lip by grabbing it along with the neck of the bottle with one hand, then gently leverage up on the handle of the tool to remove the cork. DO NOT SET THE BOTTLE ON THE TABLE WHILE YOU PULL OUT THE CORK! • You SHOULD NOT hear a loud pop when the wine opens! If you do, you are pulling too fast on the handle. If the cork breaks, excuse yourself and return to the bar. • Wipe the rim of the bottle, and pour the host 10z. for them to taste. The cork can be placed to the host’s right. • Proceed to serve the rest of the table, ladies first. Fill the 8oz. glass half full. • Twist the bottle ¼ turn as you finish your pour to avoid drips. • White wines should be placed in the center of the table in a wine cooler. Red wines should be placed in the center of the table. • Pour refills from the bottle on the table and remove the bottle when empty. Offer a second bottle. Remember to serve alcohol responsibly.
  8. 8. What does it mean if we don’t Care? You Don’t Know Me, Most of the places where I eat would never recognize me. I’m that nice average guest that never complains. I don’t mind waiting at the door while the Host is chatting with a friend. I patiently wait my turn for a table. When I finally do get sat, I usually get a menu along with a look from a Trail Guide that says “where did you come from?” In spite of this I never ask for a manager. I never fuss. I just wait. If I order a steak Medium Rare and I get it Well Done, I’ll be quiet and eat it. After all, you made me feel like it was a real bother to take my order anyway. I usually like two cups of coffee, but no one offered to refill my cup so I didn’t ask. I hate to be a bother. If I see you at another table, while you ignore that I even exist, I don’t make a fuss, I’ll just sit there and see how long it takes for you to come over. I never ask for more dressing. Most likely you didn’t care either when I decided that this would not be the place for me to take three of my clients for lunch tomorrow, or celebrate my son’s birthday next week. My answer to your lack of interest, attention, and poor attitude is to go elsewhere. I can hurt you worse by not coming back, than telling your boss and getting you in trouble. I’ll just tell some of my friends instead. If you have many dissatisfied guests like me, we can ruin your business. It’s amusing to me to watch you spend money for expensive advertising and promotions, remodeling and equipment to get guests back into your restaurant. I would be there right now if I had been treated with some simple courtesy and dignity. You wonder why your sales are not positive over the last years? Evidently, you made that decision by the way you treated your guests. There is no need for me to sign this letter. You don’t know me. I didn’t complain. I just didn’t come back. Why is the letter important? What would you do if you were the guest? What would you do if you owned the restaurant that received this letter?
  9. 9. Handling Guest Opportunities… When a guest informs you of a problem listen attentively. It is important that guests know we appreciate their bringing a problem to our attention. A guest concern or complaint is a gift! An unhappy guest could just leave your restaurant and never give you an opportunity to fix the problem. Moreover that guest could leave your restaurant and tell 10 of his/her friends how awful the experience was and you would never know about it. Concerns and complaints are your guests’ way of providing you with an opportunity to make them loyal guests and to turn what might be a poor experience into a positive one. Thus, they are gifts and you should sincerely acknowledge and appreciate your guests for bringing the issue to your attention. This acknowledgement is sometimes nonverbal, so make sure to maintain good eye contact and appropriate facial expressions when listening to a guest’s concern. Each guest has his/her own preference. Whether or not you personally feel that the complaint is legitimate is irrelevant. The guest is always correct, right or wrong. Our goal at 180 Blue is to be performing at the highest level of execution at all times, thereby delivering excellent guest hospitality and great dining experiences. If a guest is not absolutely wow’d by the dining experience, then we have not met our goal and the situation must be remedied immediately. A few tips and tricks for the perfect guest apology: Apologize sincerely and immediately. Never make an excuse. Your guest, no matter how caring, is not interested in an excuse; he/she just wants the situation remedied quickly. Remember, dining out is supposed to be relaxing and fun. If a guest is having a poor experience or has a complaint, he/she is no longer having fun and you should accept responsibility for this and move quickly to change the guest’s experience. Most complaints are well within your power to correct. You are empowered to rectify any guest concern on the spot, if you are able. If a guest has a concern or complaint that you cannot fix or aren’t sure how to respond to, following an apology, get a manager involved immediately. Even if you do fix a problem yourself, inform a manager as soon as possible. Think of your managers as backup for resolving particularly challenging guest experiences.
  10. 10. How would you handle this? • Drop guests entrée? • Spilled drink on the table? • Rang in the wrong food item? • Broke cork in wine? • Didn’t have a table ready for guest? • Guest doesn’t like the taste of the food? • We’ve sold all of one entrée?
  11. 11. You want to give me money?? $14 pre-fixed Menu All checks should be made payable to the Thompson School.
  12. 12. Food Safety Personal hygiene is the number one prevention against contamination. Team Members must bathe everyday and hair must be clean before coming to work. Major carriers of contamination are your hands. It is very important that you wash your hands frequently, and that your fingernails are cleaned and trimmed. Here are just some examples of when to wash your hands: • • • • • • • • Before handling food After handling food After using the out house After eating After smoking After handling dirty dishes After coughing or sneezing After touching dirty linen, work surfaces, equipment • After handling garbage
  13. 13. Review: • What is the server uniform for 180 Blue? • Black pants, white shirt, black belt, black socks, blue tie • How much is a meal at 180 Blue? • $14 • Who is responsible for seating the guests? • The host, but it’s everyone’s job! • Who is responsible for bringing water to the table? • Bus person, server • How much is a bottle of wine? • BYOB • How long should it take you to greet a table? • 90 Seconds • How many entrée choices does a guest have? • 2-3 • How many dessert choices? • Typically 1 • What is the one word I said would make you a great server? • Anticipation • How much of your grade is based on participation? • 70%