The document discusses consistency and standards at a restaurant called Fire Works. It emphasizes that consistency from management down is important for maintaining standards, as some standards may fall through the cracks if not reinforced at all levels. Specific policies around server punctuality, preshift behavior, table setup, and food running are outlined. Consequences for infractions are also defined, starting with verbal warnings and increasing to write-ups, suspension, and potential termination. Maintaining consistency in enforcing these policies is seen as key to the restaurant's success.

1. One of the biggest topics of success that we discuss with our staff is consistency. Consistency of service,
consistency in the quality of food, and consistency in fulfilling all of the guest’s expectations.
Consistency in Fire Works standards also has to be a priority. I am not a fan of negative reinforcement
but the rules and policies have been explained on multiple occasions. The serving staff is well aware of
the consequences of not following through on the procedures that are in place. The consistency must
come from the management staff in making sure that all policies are being used to allow Fire Works to
maintain its standards. It is my experience that if standards are not followed from top to bottom and
reinforced then some important standards fall through the cracks. The standards must apply to the best
of our staff as well as those who need help.
Preshift/Lateness:
1) Arrival –Lunch/ Dinner shift. Manager should come down or be available at the start of every
shift to make sure the opening/ 4:30 servers arrive on time or check the clock in times. To make
sure that they are on time. (Most servers think the manager doesn’t know when they come in so
they seem to come in, at what seems like their leisure because there are no repercussions)
2) Preshift – Pre-shift is still a matter of contention as servers are in the PDR sleeping, talking,
eating, still in their jackets or wearing their headphones while waiting for preshift. 11am and
4:45 is the preshift time but since there is no regularity. The servers feel since the mangers are
not ready at 11am/ 4:45pm that they don’t have to be.
Action – The action is to be ready at the appropriate times. Yes, we are the managers and have
other obligations that are outside of the pervue of the servers but we are accountable as well to get
the shift started on the right foot. Servers must also know that punishment is commensurate with
the infraction and the number of said infractions. I am a firm believer that cumulative effects are
more called for as a person cannot change overnight.
2-3 Verbal warnings - with tables taken away (to a smaller section)
1 write-up warning
1 write-up with suspension/ probation
1 Termination

2. Tables
The tables in PDR and the table positions are repeatedly still being either put in wrong or coming to the
tables
SERVERS –
FOOD RUNNERS –
Food Runners
Service Bar/ Kitchen
Lunch Transitions