This document contains an employee handbook for a restaurant. It covers various employment policies such as hiring, orientation, training, evaluations, schedules, overtime. It also covers restaurant policies like customer service, management/employee relations, safety, sanitation, dress code, accidents, alcohol serving, and solicitation. The handbook aims to help new employees understand how the restaurant operates and what is expected of them.

2. Table of Contents
CHAPTER TITLE Page
1 INVENTORY CALCULATOR SPREADSHEET …………………………………………………………….. 4
MEAT SEAFOOD INVENTORY ………………………………………………………………………….. 5
PRODUCE INVENTORY ………………………………………………………………………………….. 6
DRY GOODS INVENTORY ……………………………………………………………………………….. 7
FROZEN GOODS INVENTORY ………………………………………………………………………….. 8
LIQUOR INVENTORY ……………………………………………………………………………………… 9
WINE INVENTORY ………………………………………………………………………………………… 10
BEER INVENTORY ………………………………………………………………………………………… 11
FOOD & BEVERAGE REPORT ………………………………………………………………………….. 12
2 DAILY SALES LEDGER ………………………………………………………………………………………. 13
FORM: DAILY SALES LEDGER …………………………………………………………………………. 14
3 PREPARATORY WORKSHEET ……………………………………………………………………………….. 15
FORM: PREP. WORKSHEET ……………………………………………………………………………… 16

3. 4 PURCHASE ORDER GUIDE ………………………………………………………………………………… 21
FORM: PURCHASE ORDER ……………………………………………………………………………… 22
5 CORRECTIVE ACTION FORM ……………………………………………………………………………… 23
FORM: CORRECTIVE ACTION …………………………………………………………………………. 24
6 EMPLOYEE HANDBOOK ……………………………………………………………………………………………. 26
WELCOME LETTER ….………………………………………………………………………. 27
EMPLOYEE HANDBOOK: TABLE OF CONTENTS ……………………………………………………… 28
7 SERVER TRAINING MANUAL …………………………………………………………………………………… 53
INDEX: DINING ROOM SERVER ……………………………………………………………………………. 54

4. INVENTORY
CALCULATOR
SPREADSHEET

5. MEAT_SEAFOOD INVENTORY
TOTAL
ITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY

6. PRODUCE INVENTORY
TOTAL
ITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY

7. DRY GOODS INVENTORY
TOTAL
ITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY

8. FROZEN GOODS INVENTORY
TOTAL
ITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY

9. LIQUOR INVENTORY
TOTAL
ITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY

10. WINE INVENTORY
TOTAL
ITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY

11. BEER INVENTORY
TOTAL
ITEM UNIT COST AREA 1 AREA 2 AREA 3 ITEM TOTAL COST TOTAL INVENTORY

12. FOOD & BEVERAGE REPORT
WEEK OF:
COST OF FOOD % COST OF BEVERAGE %
MEAT_SEAFOOD
PRODUCE LIQUOR
DRY GOODS WINE
FROZEN GOODS BEER
FOOD TOTAL BEVERAGE TOTAL
BEGINNING
BEGINNING INVENTORY INVENTORY
ENDING INVENTORY ENDING INVENTORY
PURCHASES PURCHASES
ADJUSTMENTS ADJUSTMENTS
USAGE USAGE
SALES SALES

13. DAILY SALES
LEDGER

14. 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
COVERS
SALES PER GUEST #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!

15. PREPARATORY
WORKSHEET

16. PREP WORKSHEET
WEEK OF: 1-Jan-10
1-Jan 2-Jan 3-Jan 4-Jan 5-Jan 6-Jan 7-Jan
MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY
ITEM UNIT PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP PAR OH PREP

21. PURCHASE ORDER
GUIDE

22. PURCHASE ORDER
WEEK OF: 1-Jan-10 Ace Hardware 562 619 9799
ITEM UNIT PAR OH ORDER PAR OH ORDER PAR OH ORDER PAR OH ORDER

23. CORRECTIVE
ACTION FORM

26. EMPLOYEE
HANDBOOK

27. 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,
_______________________________________

28. ..
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

29. 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.

30. 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.

31. Employment Policies
Hiring
It is our restaurant’ s policy to hire only United
States citizens and aliens who are authorized to work in this
country. As required by law, employees will be required to
provide original documents that establish this authorization
within three days of their date of hire. If the documents are
not provided within the three day period, we have no
choice, under the law, but to terminate the employee until
the appropriate documents are provided. Employees and
employers are both required to complete a form furnished
by the Department of Labor, form I-9. In Section 1 of form
I-9, the information provided by the employee must be
valid and authentic. If at any time during an employee’s
employment, it is discovered that any document used was
invalid or not authentic, the employee must, by law, be
immediately terminated.
Non-Discrimination
We are an equal opportunity employer . We
will not tolerate discrimination based on race, sex, age,
national origin, religion, sexual orientation, or disability.
Employment decisions, such as hiring, promotion,
compensation, training and discipline will be made only for
legitimate business reasons based upon qualifications and
other nondiscriminatory factors.
Age Requirements
All servers, as per the law, must be at least 18 years of age.
Employees under the age of 18 must comply with all
federal wage and hour guidelines, no exceptions. The
required work permits must be supplied when applicable.
No employees under the age of 18 years can take orders for
or serve alcoholic beverages.

32. 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

33. 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

34. IMMEDIATE TERMINATION WITHOUT A WRITTEN
WARNING.
1. Invalid Work Authorization (I- 9 form)
2. Supplying false or misleading information to the
Restaurant, including information at the time of
application for employment, leave of absence or sick
pay.
3. Not showing up for a shift without notifying the
manager on duty. (No call, no show, no job)
4. Clocking another employee “in” or “out” on the
Restaurant timekeeping system or having another
employee clock you either “in” or “out.”
5. Leaving your job before the scheduled time without the
permission of the manager on duty.
6. Use of foul or abusive language. Remember we serve a
variety of people including children
7. Disorderly or indecent conduct.
8. Gambling on Restaurant property.
9. Theft of customer, employee or Restaurant property
including items found on Restaurant premises.
10. Theft, dishonesty or mishandling of Restaurant funds.
Failure to follow cash, guest check or credit card
processing procedures.
11. Refusal to follow instructions.
12. Engaging in harassment of any kind toward another
employee or customer.
13. Failure to consistently perform job responsibilities in a
satisfactory manner within the 2 week orientation
period.
14. Use, distribution or possession of illegal drugs on
Restaurant property or being under the influence of
these substances when reporting to work or during work
hours.

35. 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.

36. 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.

37. 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

38. 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.

39. 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

40. 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.

41. 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

42. 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.

43. Restaurant Policies & Practices
Customer Service
Our restaurant exists only because of customers, and in
particular repeat customers who voluntarily choose to
return her e and spend their money on our food and
beverages. Without the customer we don’t have a
restaurant, they are the only reason we are here. As a result,
taking care of our customers is our highest priority, in fact a
privilege, never an interruption. At our restaurant
the customer always comes first!
Customer Complaints
Nobody enjoys being the recipient of customer complaints,
but complaints are to be expected as part of being in the
hospitality business. Complaints can even be viewed in a
positive light if they are handled properly. Complaints can
give us insights as to how to make our Restaurant better,
demanding customer s force us to be our best and resolving
complaints satisfactorily can even increase customer
loyalty IF they are handled properly.
When faced with a customer complain:
1. Don’t get defensive and try to explain, get a manager.
2. Remove the off ending item immediately, and get a
manager .
3. Apologize for the problem and tell the customer you will
take care of the problem, and get a manager .
4. Oh and finally, always inform a manager of the
incident.
Do everything you can to let the customer know you care
and that this isn’t the kind of experience you want them to
have at our restaurant.
Telephone Courtesy
It is everyone’s responsibility to answer the phone. Always
answer the phone promptly, within two rings. Always
answer in a friendly, polite manner: “Good (morning,

44. 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.

45. 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.”

46. 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.

47. 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.

48. 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.

49. 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.

50. 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

51. 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.

52. HANDBOOK RECEIPT
This Employee Handbook does not constitute a contract of employment either in whole
or in part. The Company, reserves the right to add, delete, or change any portion of the
Employee Handbook with or without notice.
FOR THE EMPLOYEE’S INFORMATION :
Your employment status: _______ Full Time _______ Part Time
Your position title: ________________________________________________________
General Manager’s Name: __________________________________________________
Your starting date: ________________________________________________________
I acknowledge receipt of, and have read, the Employee Handbook that outlines my
benefits and obligations as an employee of our restaurant . I understand the
Standards of Conduct and each of the rules and regulations which I am expected to
follow, as well as the additional policies. I agree to abide by all of them.
All employees are expected to conform their conduct to the rules and regulations as set
out in this handbook, and understand that they are at-will employees. The contents of any
Employee Handbook, including this one, that may be distributed during the course of
their employment shall not be construed to be a contract or in any way binding. The
Company reserves the right to change, at its discretion, the contents of this handbook.
POLI CY STATEMENT
This handbook is a general guide and provisions of this handbook do not constitute an
employment agreement (contract) or a guarantee of continued employment. It is simply
intended to outline the benefits and work requirements for all employees. It is further
understood that the Company reserves the right to change the provisions in this handbook
at any time. It is policy of the Company that employment and compensation of any
employee is at will and can be terminated with or without cause, at any time, at the option
of the employee or at the option of the Company.
_________________________________ _______________________________________
Manager’s Signature Date Employee’s Signature Date

53. SERVER
TRAINING MANUAL

54. DINING ROOM SERVER
Index
PAGE
TASK 01: Complete Opening Sidework (Set-Up) .............................................................. 57
TASK 02: Check Station (Set-Up) ..................................................................................... 58-6
TASK 03: Set Tables (Set-Up) ........................................................................................... 60-8
TASK 04: Prepare Napkins (Set-Up) .................................................................................... 62
TASK 05: Stock Glassware (Set-Up) .................................................................................. 63
TASK 06: Stock China (Set-Up) .......................................................................................... 64
TASK 07: Stock Silverware (Set-Up) .................................................................................. 65
TASK 08: Pre-Meal Meeting/Table Panel (Set-Up) .............................................................. 66
TASK 09: Menu Knowledge ................................................................................................ 67
TASK 10: Service Sequence ............................................................................................... 15-19
TASK 11: Greet Guest At Table ............................................................................................... 21
TASK 12: Serve Bottled Water .....................................................................................................
TASK 13: Take Cocktail Order ................................................................................................. 22
TASK 14: Post Cocktail Order ................................................................................................. 23
TASK 15: Pick Up Cocktail Order ............................................................................................ 24
TASK 16: Serve Cocktails ........................................................................................................ 25
TASK 17: Set Up Wine Buckets/Coasters ............................................................................... 26
TASK 18: Open Wine Bottle ..................................................................................................... 27
TASK 19: Serve Bottled Wine .................................................................................................. 28
54

55. DINING ROOM SERVER
Index
PAGE
TASK 20: Open Champagne Bottles ....................................................................................... 29
TASK 21: Serve Champagne Bottles....................................................................................... 30
TASK 22: Take Food Order ...................................................................................................... 31
TASK 23: Post Food Orders..................................................................................................... 32
TASK 24: Silver Service ........................................................................................................... 33
TASK 25: Refill Beverages ....................................................................................................... 34
TASK 26: All Tableside Presentations.........................................................................................35
TASK 27: Serve A Guest Who Has Left Their Seat ................................................................ 35
TASK 28: Recheck Guest ......................................................................................................... 36
TASK 29: Crumb Table ............................................................................................................. 37
TASK 30: Present Dessert Menus/Take Order........................................................................ 38
TASK 31: Serve Dessert ........................................................................................................... 39
TASK 32: Prepare Espresso .................................................................................................... 40
TASK 33: Prepare Cappuccino ................................................................................................ 41
TASK 34: After-Dinner Cordials/Cart....................................................................................... 42
TASK 35: Coffee Service .......................................................................................................... 43
TASK 36: French Press Coffee Service.......................................................................................44
55

56. DINING ROOM SERVER
Index
PAGE
TASK 37: Hot Tea Service ........................................................................................................ 44
TASK 38: Iced Tea Service ....................................................................................................... 45
TASK 39: Returned Food/Comps ............................................................................................ 46
TASK 40: Present Check .......................................................................................................... 47
TASK 41: Process Payment ..................................................................................................... 48
TASK 42: Process Travelers Checks ...................................................................................... 49
TASK 43: Process Cash ........................................................................................................... 50
TASK 44: Process Credit Cards .............................................................................................. 51
TASK 45: Process Room Charge ............................................................................................ 53
TASK 46: Depart Guest ............................................................................................................ 54
TASK 47: Reset Table ............................................................................................................... 55
TASK 48: Complete Closing Sidework.................................................................................... 56
TASK 49: Tip Out ...................................................................................................................... 57
TASK 50: Check Out With Supervisor ..................................................................................... 58
56

57. 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

58. 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

59. 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

60. 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

61. 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

62. 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

63. 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

64. 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

65. 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

66. 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 86'd items:
6) Food specials with tasting and proper garnish 1) Portion size and quantity
(for lunch and dinner). 2) Cooking time
7) 86'd 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.  86'd list reviewed throughout shift for updates.
 Staff are properly groomed to hotel policy with
uniforms clean and pressed.
 Staff knows procedures for standard of the
week/day.
 All staff has a pen with paper to take notes at pre-
shift meeting.
66

67. 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 86'd 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
86'd 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 86'd items (including wines or desserts) at
the beginning of shift.
 Be able to suggest alternatives.
 For items 86'd after the order is taken, return to the
guest immediately with an alternative suggestion
67

68. DINING ROOM SERVER
TASK 09: Menu Knowledge (Set-Up)
PROCEDURE STANDARD
and an apology.
68

69. 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

70. 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

71. 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

72. 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

73. 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

74. 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

75. 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

76. 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

77. 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; host's 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

78. 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

79. 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

80. 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

81. 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

82. 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 server's 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

83. DINING ROOM SERVER
TASK 19: Serve Bottled Wine
PROCEDURE STANDARD
To 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 host's 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 host's 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

84. 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

85. 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 host's 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

86. 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 host's order last.
 Ladies order first, host orders last.
 Write guests' orders down with correct position
numbers:
1) Seat with back toward restaurant's 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

87. DINING ROOM SERVER
TASK 22: Take Food Order
PROCEDURE STANDARD
and verify how the guests would like the course to
flow out of the kitchen.
87

88. 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

89. 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

90. 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

91. 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 guest's 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 guest's return.
 Assist guests with their chairs whenever they sit
down or get up from their chairs.
91

92. 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 supervisor's 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

93. 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, host's last.
93

94. 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

95. 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

96. 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

97. 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

98. 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

99. 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

100. DINING ROOM SERVER
TASK 35: Serve Coffee
PROCEDURE STANDARD
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101. 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.
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102. 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.
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103. DINING ROOM SERVER
TASK 39: Returned Food/Comps
PROCEDURE STANDARD
 If an item does not meet a guest's 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 manager's 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.
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104. 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 guest's 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.
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105. 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) Traveler's 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
 Guest's 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 guest's name when known.
 Gratuity is only added for parties of 8 or more.
 Close check in system.
 Enter on sales summary sheet.
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106. 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.
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107. 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.
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108. 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 guest's signature.
 Verify guest's 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) Diner's 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.
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109. 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
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110. 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

111. 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

112. 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

113. 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 server's side station.
 Check with manager before departing.
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114. 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.
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115. 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.
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