This training manual provides servers with guidelines on their responsibilities and operating procedures at Wurst Haus German Deli & Restaurant. Servers must maintain a friendly and caring attitude with guests at all times, see to guests' needs, and ensure each guest enjoys their experience. The manual covers opening/closing procedures, guest service, suggestive selling, alcohol awareness, safety, and more. The goal is to deliver exceptional service and enrich the lives of guests and employees.
The document outlines the training programme for hostesses at the Radisson Hotel Varanasi. It discusses the hostess philosophy of making customers the focus and having a positive attitude. It details the key functions and responsibilities of hosts/hostesses which include greeting guests with a smile within 30 seconds, making guests feel welcome and special, and providing a good last impression. The document provides general host information such as opening doors for guests, checking restrooms, and maintaining a professional appearance. It emphasizes that the greeting is the first impression for the restaurant and should be warm, personalized and change over time to feel natural.
The document provides etiquette and hygiene guidelines for food service staff. It emphasizes the importance of cleanliness, proper grooming, and maintaining a professional appearance. Some key points include greeting guests politely, being attentive to their needs, keeping work areas sanitized, and presenting a cheerful demeanor to enhance customer service. Maintaining high standards of personal hygiene, uniform cleanliness, and cordial relationships with colleagues are stressed.
The document provides training steps for waiters at a bar/lounge to maximize guest satisfaction. The key steps are to greet guests with a smile, seat them at their table, present menus and suggest dishes, take drink orders and suggest beverages, serve drinks and snacks, present the correct bill in a timely manner, and thank guests as they leave. The overall goal is to ensure guests have a pleasant experience through attentive and professional service at all stages of their visit.
This document provides an overview of the role of waiters and food and beverage service staff. It discusses the different types of food and beverage establishments, the typical roles and classifications of service staff, and the importance of personal hygiene and presentation. It also describes a typical restaurant staff structure, with roles like head waiter, station head waiter, and sommelier. Maintaining high standards of hygiene, grooming, and uniform presentation is emphasized as crucial for providing good customer service and a positive dining experience.
The document provides dos and don'ts for waiters. It states that waiters should attend to guests as soon as they enter, help remove coats, and greet them politely. Waiters should be attentive to guests' needs, avoid interrupting conversations or eavesdropping, maintain proper posture, and be available when called. They should also avoid arguing with staff or guests and chewing gum while working. Proper grooming and preparation are important to provide good service.
- Greeting guests involves acknowledging them with a smile, welcoming them appropriately, and checking reservations.
- Napkins are unfolded on guests' laps upon seating and service begins with women or guests of honor.
- Water is served from the right with the glass above the knife and service proceeds anti-clockwise.
- Menus are presented open from the right with suggestive selling of items not listed.
- Orders are taken anti-clockwise starting with readiness to ensure inclusion of all items and special requests.
- Food and drinks are served from the left and right respectively, proceeding around the table anti-clockwise.
This document provides a training manual for line cooks that covers essential responsibilities and functions. It discusses maintaining sanitation and cleanliness to prevent foodborne illness, including proper food handling, storage, and temperature control. Personal hygiene, appearance, and health are also addressed. The manual outlines key line cook duties like preparing foods, station maintenance, and closing procedures. It provides guidance on food rotation, cooling, equipment use, and controlling waste.
Food and beverage servers work in restaurants and bars, serving customers food and drinks. Their main responsibilities include taking customers' orders, serving meals and refilling drinks, cleaning and preparing tables between customers, and processing payments. They must provide excellent customer service, answer any questions, and resolve any issues customers experience. A portion of their income often comes from tips. The career is expected to see slower than average growth over the next ten years.
The document outlines the training programme for hostesses at the Radisson Hotel Varanasi. It discusses the hostess philosophy of making customers the focus and having a positive attitude. It details the key functions and responsibilities of hosts/hostesses which include greeting guests with a smile within 30 seconds, making guests feel welcome and special, and providing a good last impression. The document provides general host information such as opening doors for guests, checking restrooms, and maintaining a professional appearance. It emphasizes that the greeting is the first impression for the restaurant and should be warm, personalized and change over time to feel natural.
The document provides etiquette and hygiene guidelines for food service staff. It emphasizes the importance of cleanliness, proper grooming, and maintaining a professional appearance. Some key points include greeting guests politely, being attentive to their needs, keeping work areas sanitized, and presenting a cheerful demeanor to enhance customer service. Maintaining high standards of personal hygiene, uniform cleanliness, and cordial relationships with colleagues are stressed.
The document provides training steps for waiters at a bar/lounge to maximize guest satisfaction. The key steps are to greet guests with a smile, seat them at their table, present menus and suggest dishes, take drink orders and suggest beverages, serve drinks and snacks, present the correct bill in a timely manner, and thank guests as they leave. The overall goal is to ensure guests have a pleasant experience through attentive and professional service at all stages of their visit.
This document provides an overview of the role of waiters and food and beverage service staff. It discusses the different types of food and beverage establishments, the typical roles and classifications of service staff, and the importance of personal hygiene and presentation. It also describes a typical restaurant staff structure, with roles like head waiter, station head waiter, and sommelier. Maintaining high standards of hygiene, grooming, and uniform presentation is emphasized as crucial for providing good customer service and a positive dining experience.
The document provides dos and don'ts for waiters. It states that waiters should attend to guests as soon as they enter, help remove coats, and greet them politely. Waiters should be attentive to guests' needs, avoid interrupting conversations or eavesdropping, maintain proper posture, and be available when called. They should also avoid arguing with staff or guests and chewing gum while working. Proper grooming and preparation are important to provide good service.
- Greeting guests involves acknowledging them with a smile, welcoming them appropriately, and checking reservations.
- Napkins are unfolded on guests' laps upon seating and service begins with women or guests of honor.
- Water is served from the right with the glass above the knife and service proceeds anti-clockwise.
- Menus are presented open from the right with suggestive selling of items not listed.
- Orders are taken anti-clockwise starting with readiness to ensure inclusion of all items and special requests.
- Food and drinks are served from the left and right respectively, proceeding around the table anti-clockwise.
This document provides a training manual for line cooks that covers essential responsibilities and functions. It discusses maintaining sanitation and cleanliness to prevent foodborne illness, including proper food handling, storage, and temperature control. Personal hygiene, appearance, and health are also addressed. The manual outlines key line cook duties like preparing foods, station maintenance, and closing procedures. It provides guidance on food rotation, cooling, equipment use, and controlling waste.
Food and beverage servers work in restaurants and bars, serving customers food and drinks. Their main responsibilities include taking customers' orders, serving meals and refilling drinks, cleaning and preparing tables between customers, and processing payments. They must provide excellent customer service, answer any questions, and resolve any issues customers experience. A portion of their income often comes from tips. The career is expected to see slower than average growth over the next ten years.
This document outlines various roles in food and beverage service staff. It describes the responsibilities of an F&B manager who oversees catering policies and operations. An assistant F&B manager helps the manager and acts as the deputy in their absence. A restaurant manager has overall responsibility for organizing and administering the food and beverage service areas. The document then provides brief descriptions of various serving roles such as head waiter, station waiter, sommelier, barista and cashier and their respective responsibilities.
This document provides an overview of up-selling skills for food and beverage servers. It defines up-selling as a technique to increase revenue without increasing the number of customers by persuading customers to purchase higher-priced items. It distinguishes up-selling from cross-selling and suggestive selling. The document outlines when and how to professionally up-sell customers using their psychology and the server's product knowledge. It emphasizes building trust with customers and focusing on their needs over monetary goals to achieve successful long-term up-selling.
This document provides an overview of a staff training presentation by Chad Troutman and Nicole Theohary of Upserve. It discusses the high turnover rates in the restaurant industry, how to hire the right employees by asking the right questions, effective training tactics like education and shadowing, strategies to retain employees like conducting exit interviews and measuring tenure, and how Upserve can help monitor staff performance. The presentation aims to help restaurants train their staff to be successful and reduce costs associated with high turnover.
This document discusses various aspects of restaurant service preparation such as mise-en-place, sideboard preparation, napkin folding, and clothing procedures. Mise-en-place refers to having all necessary equipment, food items, and supplies prepared in advance before service. Sideboards are used for storage of dining room equipment to eliminate wait staff frequently trips to the kitchen. Napkin folding creates visual appeal and different folds have various names. Clothing procedures outline how to properly lay a tablecloth.
This document outlines the planning process for a hotel housekeeping department. It discusses evaluating all areas and items requiring cleaning, determining cleaning frequencies, establishing performance standards, calculating productivity standards, and ensuring adequate inventory levels and staffing. The planning process involves creating area inventory lists, frequency schedules, performance standards, and productivity standards to effectively organize cleaning tasks and measure employee performance. Manpower planning then uses these factors and hotel characteristics to determine appropriate staffing levels and create duty rosters.
Our Vision !! Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd. Today's Effort For A Better Tomorrow
This document outlines the sequence of service for front-of-house staff at a restaurant. It details the steps staff should take from greeting customers at the door, seating them, taking drink and food orders, serving meals, clearing plates, offering dessert/coffee, processing payments, and resetting the table. The goal is to provide excellent, attentive service with a smile and make customers feel welcomed and comfortable throughout their dining experience.
Edvic is a skilled server who provides excellent customer service. He once had a foreign customer who only ordered a beer without plans to order more. However, Edvic did not just take the order but suggested barbecue meat to accompany the beer in a way that made the customer feel hungry. The guest was convinced and ordered the meat. Edvic applied the technique of suggestive selling to increase sales and customer satisfaction.
This document provides an overview of a staff training presentation by Chad Troutman and Nicole Theohary of Upserve. It discusses the high turnover rates in the restaurant industry, how to hire the right employees by asking the right questions, effective training tactics like education and shadowing, strategies to retain employees like conducting exit interviews and measuring tenure, and how Upserve can help monitor staff performance. The presentation aims to help restaurants train their staff to be successful and reduce costs associated with high turnover.
Competencies of a Food Service ProfessionalDawn Rico
The document provides guidance on basic etiquettes for restaurant staff. It lists etiquettes like attending to guests promptly, being polite, assisting guests, seating ladies first, avoiding interrupting conversations or overhearing them, maintaining good posture, and carrying items discretely. It also discusses maintaining hygiene, cleaning areas, and checking items for quality. The document emphasizes teamwork, with teams having common goals and assisting each other. It also discusses the importance of maintaining a positive attitude in service.
This document discusses various techniques for menu merchandising, including menu design, pricing, and engineering. It covers topics such as using floor stands, tent cards, and posters to promote the menu; designing the menu to match the facility's style; using images and descriptive text; and categorizing menu items based on popularity and profitability to determine pricing and placement on the menu. The objective of menu engineering is to analyze each item's demand, contribution to profits, and role in the overall menu mix.
This document discusses best practices for waiters to develop cordial relations and maintain high standards of service. It emphasizes the importance of teamwork, tact, initiative, honesty, and courtesy. Maintaining good relationships with guests and colleagues is key to ensuring customers return and improving a waiter's career prospects. Specific examples of courteous behaviors are provided such as thanking customers, addressing them respectfully, and attending to requests promptly.
The document outlines the roles and responsibilities of a Banquet Manager, Banquet Captain, and Banquet Supervisor. The Banquet Manager is responsible for overseeing all banquet operations and staff. They ensure functions are delivered successfully. The Banquet Captain supervises servers and addresses any issues that arise during events. The Banquet Supervisor oversees the daily activities of banquet functions, coordinates with other departments, and ensures standards and policies are followed by banquet staff.
Briefings are meetings held before opening where restaurant staff receive important information. The captain or supervisor conducts the briefing, which is observed by managers. Staff must be informed of daily promotions and menu changes. They must also be fully conversant with the menu and beverage list. The briefing is used to check staff understanding, inform them of new policies, and provide training. Duties are assigned on a rotating weekly basis to give staff experience. Upselling techniques discussed include knowing popular items and promotions to suggest expensive options first and remember customer names and favorites.
This document provides information and guidelines for waiters on basic waitering skills and responsibilities. It discusses classroom standards like staying on task, being enthusiastic, punctual, and respectful. Key qualities of a waiter include being hardworking, flexible, honest, resourceful, a good listener, and having common sense. The service sequence is outlined which includes welcoming guests, taking orders, quality checking food, serving, and checking satisfaction. Specific skills like greeting guests, seating them, taking orders, suggestive selling, and presenting bills are described. The document also covers room service responsibilities. The overall aim is to provide excellent customer service.
The document outlines the role and responsibilities of a hotel concierge. A concierge is responsible for providing information services and support to hotel guests. Key duties include handling guest mail and messages, answering questions about hotel facilities and local attractions, procuring tickets for events, and developing contacts in the local area to help facilitate guest requests. The concierge reports to the front office manager and may supervise other lobby staff. Strong communication, problem-solving, and guest service skills are important for the role.
The document outlines key attributes of waiters which include being well-mannered, having knowledge of food and beverages, having a good memory to remember guest preferences, assuming responsibility, focusing on cost control and revenue maximization, observing details, concentrating on duties, and developing urgency and skills in service.
Gueridon is simply defined as a small ornamental, movable table or, trolley from which food may be carved, filleted, flamed or prepared for service and served. It carries sufficient equipment for service. It is fitted with a gas burner on the top and a small gas cylinder at the bottom.
This document provides information on office documents, equipment, and procedures related to front office operations in hotels. It describes common internal documents like diaries, request sheets, and financial records. It also discusses external documents like correspondence and invoices. The document outlines equipment needs like computers, fax machines, and photocopiers. It provides guidance on filing, mail services, and professional telephone etiquette to support front office functions.
This document discusses the roles and responsibilities of various uniformed staff positions at a hotel lobby and bell desk. It describes the duties of the lobby manager, who oversees all guest services and acts as the manager's representative. Bell captains supervise morning shifts and set work schedules. Bell attendants assist guests by transporting luggage, familiarizing them with hotel amenities, and providing personalized service. Their tasks require communication skills and the ability to represent the hotel professionally.
CURRICULUM VITAE_William Ronald 2012 with MBA (1)William Rose
William Ronald Rose is a bar supervisor currently working on cruise ships traveling between Italy, Spain, France, Morocco, Portugal, and the Caribbean. He has 10 years of experience in hotel and restaurant management, including positions as a bartender, bar steward, and F&B manager. He holds an MBA in Tourism and Hotel Management as well as technical qualifications in food and beverage service and bartending.
The document presents a framework for understanding different types of selling approaches used in restaurants, and their impact on sales encounters and customer satisfaction. It defines suggestive selling and several other approaches (consultative, transactional, persuasive). Suggestive selling is described as bringing additional options to the customer's attention to alter their behavior and persuade them, but not simply relating to product presentation. The framework proposes that consultative selling has the highest customer satisfaction while persuasive selling results in higher sales performance. The study aims to better define suggestive selling and understand how the selling approach impacts customer and business outcomes in the restaurant environment.
This document outlines various roles in food and beverage service staff. It describes the responsibilities of an F&B manager who oversees catering policies and operations. An assistant F&B manager helps the manager and acts as the deputy in their absence. A restaurant manager has overall responsibility for organizing and administering the food and beverage service areas. The document then provides brief descriptions of various serving roles such as head waiter, station waiter, sommelier, barista and cashier and their respective responsibilities.
This document provides an overview of up-selling skills for food and beverage servers. It defines up-selling as a technique to increase revenue without increasing the number of customers by persuading customers to purchase higher-priced items. It distinguishes up-selling from cross-selling and suggestive selling. The document outlines when and how to professionally up-sell customers using their psychology and the server's product knowledge. It emphasizes building trust with customers and focusing on their needs over monetary goals to achieve successful long-term up-selling.
This document provides an overview of a staff training presentation by Chad Troutman and Nicole Theohary of Upserve. It discusses the high turnover rates in the restaurant industry, how to hire the right employees by asking the right questions, effective training tactics like education and shadowing, strategies to retain employees like conducting exit interviews and measuring tenure, and how Upserve can help monitor staff performance. The presentation aims to help restaurants train their staff to be successful and reduce costs associated with high turnover.
This document discusses various aspects of restaurant service preparation such as mise-en-place, sideboard preparation, napkin folding, and clothing procedures. Mise-en-place refers to having all necessary equipment, food items, and supplies prepared in advance before service. Sideboards are used for storage of dining room equipment to eliminate wait staff frequently trips to the kitchen. Napkin folding creates visual appeal and different folds have various names. Clothing procedures outline how to properly lay a tablecloth.
This document outlines the planning process for a hotel housekeeping department. It discusses evaluating all areas and items requiring cleaning, determining cleaning frequencies, establishing performance standards, calculating productivity standards, and ensuring adequate inventory levels and staffing. The planning process involves creating area inventory lists, frequency schedules, performance standards, and productivity standards to effectively organize cleaning tasks and measure employee performance. Manpower planning then uses these factors and hotel characteristics to determine appropriate staffing levels and create duty rosters.
Our Vision !! Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd. Today's Effort For A Better Tomorrow
This document outlines the sequence of service for front-of-house staff at a restaurant. It details the steps staff should take from greeting customers at the door, seating them, taking drink and food orders, serving meals, clearing plates, offering dessert/coffee, processing payments, and resetting the table. The goal is to provide excellent, attentive service with a smile and make customers feel welcomed and comfortable throughout their dining experience.
Edvic is a skilled server who provides excellent customer service. He once had a foreign customer who only ordered a beer without plans to order more. However, Edvic did not just take the order but suggested barbecue meat to accompany the beer in a way that made the customer feel hungry. The guest was convinced and ordered the meat. Edvic applied the technique of suggestive selling to increase sales and customer satisfaction.
This document provides an overview of a staff training presentation by Chad Troutman and Nicole Theohary of Upserve. It discusses the high turnover rates in the restaurant industry, how to hire the right employees by asking the right questions, effective training tactics like education and shadowing, strategies to retain employees like conducting exit interviews and measuring tenure, and how Upserve can help monitor staff performance. The presentation aims to help restaurants train their staff to be successful and reduce costs associated with high turnover.
Competencies of a Food Service ProfessionalDawn Rico
The document provides guidance on basic etiquettes for restaurant staff. It lists etiquettes like attending to guests promptly, being polite, assisting guests, seating ladies first, avoiding interrupting conversations or overhearing them, maintaining good posture, and carrying items discretely. It also discusses maintaining hygiene, cleaning areas, and checking items for quality. The document emphasizes teamwork, with teams having common goals and assisting each other. It also discusses the importance of maintaining a positive attitude in service.
This document discusses various techniques for menu merchandising, including menu design, pricing, and engineering. It covers topics such as using floor stands, tent cards, and posters to promote the menu; designing the menu to match the facility's style; using images and descriptive text; and categorizing menu items based on popularity and profitability to determine pricing and placement on the menu. The objective of menu engineering is to analyze each item's demand, contribution to profits, and role in the overall menu mix.
This document discusses best practices for waiters to develop cordial relations and maintain high standards of service. It emphasizes the importance of teamwork, tact, initiative, honesty, and courtesy. Maintaining good relationships with guests and colleagues is key to ensuring customers return and improving a waiter's career prospects. Specific examples of courteous behaviors are provided such as thanking customers, addressing them respectfully, and attending to requests promptly.
The document outlines the roles and responsibilities of a Banquet Manager, Banquet Captain, and Banquet Supervisor. The Banquet Manager is responsible for overseeing all banquet operations and staff. They ensure functions are delivered successfully. The Banquet Captain supervises servers and addresses any issues that arise during events. The Banquet Supervisor oversees the daily activities of banquet functions, coordinates with other departments, and ensures standards and policies are followed by banquet staff.
Briefings are meetings held before opening where restaurant staff receive important information. The captain or supervisor conducts the briefing, which is observed by managers. Staff must be informed of daily promotions and menu changes. They must also be fully conversant with the menu and beverage list. The briefing is used to check staff understanding, inform them of new policies, and provide training. Duties are assigned on a rotating weekly basis to give staff experience. Upselling techniques discussed include knowing popular items and promotions to suggest expensive options first and remember customer names and favorites.
This document provides information and guidelines for waiters on basic waitering skills and responsibilities. It discusses classroom standards like staying on task, being enthusiastic, punctual, and respectful. Key qualities of a waiter include being hardworking, flexible, honest, resourceful, a good listener, and having common sense. The service sequence is outlined which includes welcoming guests, taking orders, quality checking food, serving, and checking satisfaction. Specific skills like greeting guests, seating them, taking orders, suggestive selling, and presenting bills are described. The document also covers room service responsibilities. The overall aim is to provide excellent customer service.
The document outlines the role and responsibilities of a hotel concierge. A concierge is responsible for providing information services and support to hotel guests. Key duties include handling guest mail and messages, answering questions about hotel facilities and local attractions, procuring tickets for events, and developing contacts in the local area to help facilitate guest requests. The concierge reports to the front office manager and may supervise other lobby staff. Strong communication, problem-solving, and guest service skills are important for the role.
The document outlines key attributes of waiters which include being well-mannered, having knowledge of food and beverages, having a good memory to remember guest preferences, assuming responsibility, focusing on cost control and revenue maximization, observing details, concentrating on duties, and developing urgency and skills in service.
Gueridon is simply defined as a small ornamental, movable table or, trolley from which food may be carved, filleted, flamed or prepared for service and served. It carries sufficient equipment for service. It is fitted with a gas burner on the top and a small gas cylinder at the bottom.
This document provides information on office documents, equipment, and procedures related to front office operations in hotels. It describes common internal documents like diaries, request sheets, and financial records. It also discusses external documents like correspondence and invoices. The document outlines equipment needs like computers, fax machines, and photocopiers. It provides guidance on filing, mail services, and professional telephone etiquette to support front office functions.
This document discusses the roles and responsibilities of various uniformed staff positions at a hotel lobby and bell desk. It describes the duties of the lobby manager, who oversees all guest services and acts as the manager's representative. Bell captains supervise morning shifts and set work schedules. Bell attendants assist guests by transporting luggage, familiarizing them with hotel amenities, and providing personalized service. Their tasks require communication skills and the ability to represent the hotel professionally.
CURRICULUM VITAE_William Ronald 2012 with MBA (1)William Rose
William Ronald Rose is a bar supervisor currently working on cruise ships traveling between Italy, Spain, France, Morocco, Portugal, and the Caribbean. He has 10 years of experience in hotel and restaurant management, including positions as a bartender, bar steward, and F&B manager. He holds an MBA in Tourism and Hotel Management as well as technical qualifications in food and beverage service and bartending.
The document presents a framework for understanding different types of selling approaches used in restaurants, and their impact on sales encounters and customer satisfaction. It defines suggestive selling and several other approaches (consultative, transactional, persuasive). Suggestive selling is described as bringing additional options to the customer's attention to alter their behavior and persuade them, but not simply relating to product presentation. The framework proposes that consultative selling has the highest customer satisfaction while persuasive selling results in higher sales performance. The study aims to better define suggestive selling and understand how the selling approach impacts customer and business outcomes in the restaurant environment.
Shaking is used to mix drinks containing eggs, fruit juices, or cream using a cocktail shaker filled three-quarters full of ice. Stirring mixes cocktails in a mixing glass with ice cubes to prevent dilution. Muddling crushes fresh ingredients like fruit or mint to extract flavor. Blending is for recipes containing ingredients that don't break down with shaking, using an electric blender and crushed ice. Building pours ingredients into the serving glass in layers or mixed with a swizzle stick. Layering floats ingredients like cream or liqueurs on top of others using the back of a spoon.
The document discusses the importance of quality service for the success of restaurants. It outlines 4 key areas of quality service: 1) listening and following up with customers, 2) showing courtesy, 3) always being available to serve customers, and 4) establishing connections with customers. Each area is then described in more detail, with listening and following up focusing on taking accurate orders, courtesy emphasizing respectful treatment, and establishing connections discussed how to greet and say goodbye to customers. The document stresses that quality customer service is essential for retaining existing customers and business growth.
This document provides an overview of up-selling skills for food and beverage servers. It defines up-selling as a technique to increase revenues without increasing the number of customers by raising the average guest check total. It distinguishes up-selling from cross-selling and suggestive selling. The document recommends that servers understand customer psychology, know the menu thoroughly, and express recommendations professionally and ethically to prioritize customer satisfaction over short-term sales goals. The goal of up-selling, it stresses, is to develop long-term, loyal customer relationships.
Up-selling is a sales technique used to convince customers to purchase additional or upgraded products and services. It involves persuading customers to spend more than they initially intended by highlighting extra features or benefits of a more expensive option. Effective up-selling requires salespeople to have thorough product knowledge and the ability to read customers' needs to build trust and make compelling arguments for added value purchases.
Want to improve the Customer Experience in your restaurant, hospitality or re...Larry Hodes
Check out the following slide presentation that you can use for your customer experience/service training. Many concepts such as customer service, complaint handling, teamwork and upselling are dealt with. You are most welcome to save the powerpoint presentation and use it for your training sessions. Take a couple of points/concepts at a time and work through them.
Bartending involves mixing alcoholic and non-alcoholic beverages and providing good customer service. The document discusses different types of bars, alcoholic and non-alcoholic beverages, and methods of mixing drinks. It provides details on parts of the bar, types of alcoholic beverages including wines, spirits, beer, and cocktails. It also discusses non-alcoholic beverages and coffee drinks. The document outlines the setup and service of the bar area.
The document discusses the importance of suggestive selling in restaurants. It notes that 70% of guests do not know what they will order when they arrive. Suggestive selling allows servers to increase guest satisfaction and spending by recommending dishes based on their needs and wants. It provides tips for servers on how to effectively suggest items to guests through identifying wants and needs, making sales presentations while handling objections, and asking for the sale. Suggestive selling is a win-win approach that benefits both guests through new discoveries and restaurants through increased orders.
Customer service is important for restaurants to fulfill customer needs, provide an unforgettable dining experience, build rapport with customers, and gain their loyalty and trust. High quality food and drinks are worthless without sincere service. Factors that can hinder good customer service include a lack of sincerity, consistency, attention to detail, and personalized service. To provide good customer service, employees should understand customers' perspectives and priorities, treat all customers with equal respect, and maintain a polite, friendly, and helpful demeanor at all times.
This document outlines the sequence of service that waiters follow when serving guests in a restaurant. It discusses the key steps from when guests arrive like greeting them, seating them, taking drink and food orders, serving courses, clearing plates, and seeing guests off. Some important aspects covered are greeting guests within 30 seconds, seating ladies first, taking orders systematically, serving courses according to protocol, seeking permission before removing items, and thanking guests as they leave. The goal is to ensure a pleasant dining experience for guests through proper etiquette and efficient service at each step.
This document provides an overview and outline of topics to be covered in a professional service training seminar for restaurant staff. The seminar aims to improve service skills and standards. Key topics included are telephone procedures, greeting guests, personal hygiene, communication skills, quality control, order taking techniques, suggestive selling, wine and alcohol service, sanitation practices, and evaluating performance.
This document is a training manual for servers at Carambola Beach Club. It provides guidance on a wide range of topics related to professional food service including seating procedures, telephone etiquette, greeting and bidding farewell to guests, reservations, hygiene, uniforms, communication skills, serving techniques, sales tactics, and more. The manual emphasizes the importance of providing excellent customer service and creating a positive dining experience for all guests.
This business plan proposes opening Naomi's Diner, a restaurant serving affordable, home-cooked meals using local ingredients in Sacramento, California. The founder has years of experience in food service and wants to provide healthy, family-friendly options for working families on a budget. The plan outlines goals such as maintaining low overhead costs to keep prices low, obtaining proper permits and training, and donating meals weekly to the local indigent population. Market research found competition from other affordable, local restaurants but identified a target customer base as residents, professors and students near Sacramento City College. Financial projections estimate breaking even within two years and becoming profitable in year three.
This document provides information about the food and beverage service industry. It discusses the various sectors within F&B including hotels, restaurants, catering, and fast food. It also outlines the objectives and expectations of F&B such as physiological, economical, social, and psychological needs as well as convenience. The document compares traditional vs modern organization charts and provides job specifications for various F&B roles such as restaurant manager, head waiter, station waiter, busboy, and sommelier. It also discusses principles, guest service skills, and quality in F&B service.
This document provides an overview of up-selling skills for food and beverage servers. It defines up-selling as a technique to increase revenues without increasing the number of customers by raising the average guest check total. It distinguishes up-selling from cross-selling and suggestive selling. The document recommends that servers understand customer psychology, know the menu thoroughly, and express recommendations professionally and ethically to prioritize customer satisfaction over short-term sales goals. The goal of up-selling, it stresses, is to develop long-term, loyal customer relationships.
OrderMate's FREE e-Book helping you discover how our hospitality management system can assist your hospitality business. One solution that will completely run your business.
This document provides tips for servers to effectively upsell desserts in a restaurant. It recommends that servers describe desserts in an appealing way before customers think about not getting one. Servers should carry dessert menus, use positive language to describe desserts, and suggest saving room for dessert when taking meal orders. Upselling should seem like a good recommendation rather than a sales tactic. The goal is to convince customers to purchase desserts without them realizing they are being sold.
This document provides an introduction to food and beverage services. It defines food and beverage services as the process of preparing, presenting, and serving food and beverages. It notes there are two types - on premise where customers visit the premises, and off premise/outdoor catering where service is provided away from the premises. It describes the objectives of food and beverage services as satisfying customer needs, providing quality food and service, and retaining customers. Finally, it outlines the structure of a typical food and beverage services department.
Confections by Design is a new café business being started by four owners with extensive experience in hospitality, baking, and customer service. Their business plan outlines objectives to create exceptional products and service that exceed customer expectations. Financial projections estimate startup costs of $359,152 and projected sales and expenses for the first year. The owners have strong resumes demonstrating their qualifications to successfully operate the new café business.
The Basil Kitchen is an off-premise catering company that has been in business for over 5 years. They specialize in weddings, corporate events, private parties, and special events. They are committed to providing quality food and efficient, friendly service. They can cater events from small parties up to events for 3,000 people. They pride themselves on fresh, on-the-spot cooking and a professional staff dedicated to customer satisfaction. Their mission is to create memorable experiences through impeccable service and hand-prepared cuisine.
The document outlines an agenda for a staff meeting at Smitty's restaurant, including discussing who the company is, their values and mission, expectations for guest service, and policies. It provides details on Smitty's being Canada's largest family restaurant chain with over 80 locations across the country. The meeting aims to educate staff on delivering an ideal guest experience through attention to detail, efficiency, attitude, anticipating needs, and human connection.
Elliot Taylor Resume - Graphic DesignerElliot Taylor
This document is Elliot Taylor's resume. It summarizes his education, experience, and skills as a graphic designer. For education, it lists that he received a B.A. in Art from Florida Gulf Coast University in 2013. For experience, it describes his roles as Production Manager for FGCU's student newspaper from 2011-2013, a design internship at the Sun Sentinel, and his current role as Graphic Designer at Florida Weekly since 2013. It also notes that he is the Creative Director and Co-Founder of B3 Marketing LLC since 2014. The skills section outlines his proficiencies in graphic design programs like Illustrator, InDesign, and Photoshop as well as other skills like photography
Food & Beverage Department Organization & Hierarchy Chart.pptxSpiritTales
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2. Server Training Manual
Table of Contents
INTRODUCTION ...............................................................................................................................................2
SERVER FUNCTION AND RESPONSIBILITIES ..................................................................................................3
General Job Guidelines and Responsibilities ...........................................................................................3
Server Opening Procedures ......................................................................................................................8
Server Closing Procedures .......................................................................................................................9
THE GUEST ...................................................................................................................................................10
Service....................................................................................................................................................13
QUALITY CONTROL ......................................................................................................................................17
TABLE INTRODUCTION .................................................................................................................................18
Ordering Procedures...............................................................................................................................21
PERSONAL APPEARANCE ..............................................................................................................................24
Dress Code .............................................................................................................................................24
SUGGESTIVE SELLING ..................................................................................................................................26
SPECIALS & FEATURES OF THE DAY............................................................................................................28
BEER - COFFEE - TEA – DESSERTS ..............................................................................................................29
Beer, Coffee & Tea ................................................................................................................................29
Desserts ..................................................................................................................................................29
WINE SERVICE ..............................................................................................................................................30
CLOSING OUT A TABLE................................................................................................................................31
Presenting the Check..............................................................................................................................31
The Farewell...........................................................................................................................................33
Methods of Payment...............................................................................................................................33
CHECK-OUT PROCEDURES ...........................................................................................................................35
Over Rings or Voids...............................................................................................................................35
House Promo ..........................................................................................................................................36
Manager Promo ......................................................................................................................................36
Employee Discount/Customer Discount ................................................................................................36
ALCOHOL AWARENESS.................................................................................................................................38
SANITATION ..................................................................................................................................................39
SAFETY ..........................................................................................................................................................40
Wurst Haus German Deli & Restaurant 1 5/01/2005
3. Server Training Manual
CONCLUSION .................................................................................................................................................49
Introduction
Congratulations on being selected to perform one of the most important, challenging and
rewarding jobs at the Wurst Haus German Deli & Restaurant! As a Server, you will set
the stage and have a direct impact on each guest's experience. You will determine
whether each guest feels welcome, appreciated and well cared for.
We will provide you with the training you need to be successful. We take great pride in
our quality food and friendly, responsive service. Our high standards can only be
maintained through great people like you who share our values and desire to do the very
best job possible for our guests every day.
As a server, it is essential that you maintain an energetic, friendly and caring attitude at
all times. It is your responsibility to see that each guest is made to feel special and enjoys
our fun atmosphere and great food and beverages.
The guidelines listed on the following pages have been established to help you in your
effort to provide these qualities to our guests. Along with the hands-on training you will
receive, this manual will provide answers to questions you may have regarding your
tasks, responsibilities and operating procedures for the Wurst Haus German Deli &
Restaurant.
The Wurst Haus German Deli & 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 our most important resource and our success
depends upon creating and retaining a staff capable of delivering an exceptional dining
experience to every customer, everytime. Our Mission statement simply put!
C.A.R.E.S.
Customers are our focus
Attitude affects everything
Respect others-have fun
Earn profits for everyone
Service is EVERYTHING!
Once again, welcome to the Wurst Haus German Deli & Restaurant Team!
Wurst Haus German Deli & Restaurant 2 5/01/2005
4. Server Training Manual
Server Functions & Responsibilities
Successful sales and service result from confidence, which can only be developed
through knowledge. We will provide you with ample material to develop the necessary
knowledge and confidence in relation to service techniques, the menu and the beer list.
You, as a server for the Wurst Haus German Deli & Restaurant, must learn it.
General Job Guidelines And Responsibilities
When taking an order, always look the customer directly in the
eyes, and stand erect. Never lean or write on the table. Never crouch
down on your knees.
Never handle a glass by the rim with your hand over the drinking
surface.
Never handle silverware with your hand over the eating surface.
When handling plates or food, never let your hand touch the eating
surface or the food.
Help your guests as much as possible. Be aware of the area’s
favored bars and dance places, know what movies are showing
nearby.
Know your schedule.
Know what time to be here for each shift.
Know what the daily specials are and what they cost.
Know the history of the restaurant.
Know the managers.
Avoid any long conversations at any particular table. This will only
upset your other customers.
Clear your mind of everything except work when you walk in the
door. When you're at the table make sure you're mind is at the table
too. Guests can tell when their server is not totally mentally present
with them at the table and it has a negative impact on the guests'
experience and the server's tip.
Wurst Haus German Deli & Restaurant 3 5/01/2005
5. Server Training Manual
If you get behind, ask for assistance. You'll never get in trouble for
asking.
Keep yourself geared up so that you are ready for any rush. We get
most of our complaints during the Restaurant's slow period.
Don't ever stand around or lean on anything. You can always be
cleaning. Running clean-up, wiping shelves or the sales station,
taking bus tubs to the back, etc. A server never goes into, or leaves,
the kitchen empty handed. Full hands in, full hands out!
Always be sure that all your food is secure when you leave the
kitchen. Never attempt to carry too much. Two safe trips are better
than one catastrophe.
Always ENTER the kitchen keeping to the right. Always walk
quickly, but never run. This will prevent serious accidents and extra
work for everyone.
If an order is delayed in the kitchen, first inform the manager, and
then tell your customers. The manager will go to the table and
explain the situation as well. Get your stories straight. Never hide
from your customers.
Learn to use your time wisely. When in your station, check all the
tables before going back to the kitchen. Don't go to one table then
go to the kitchen. Consolidate your trips. Fill up all glasses in your
whole station, clear all plates, and then go on to something else.
This is the secret to running volume and making more money.
Always try to take out complete orders. If the entire order is ready
except for a side order, like a vegetable, take out the entrees and
have someone follow you in a few seconds with the side order.
Don't let the entrees get cold because of a side order. Everything
goes out hot.
If your entire section clears at one time, don't take orders from four
or five new hits at once. You'll end up running yourself to death for
twenty minutes, and then have nothing to do for ten. Take one
order, then go to the next table and tell them you will be right back
to take THEIR order. Take drinks and appetizers out to the first
Wurst Haus German Deli & Restaurant 4 5/01/2005
6. Server Training Manual
table, and then go to the others. Never take three or four salads out
at one time. This only means that you will have three or four orders
of hot food coming out at the same time, which would be
impossible to get out all at once. Think ahead.
You won't believe how patient people will be if they just see you.
Don't hide from your customers. If you use this method in taking
orders, you will find that your food will be out more consistently on
time, and you will give much better service over all. You will have
more time to converse with your customers. People look for more
than just good service and food when they go out today. They want
a total dining experience. They look for that little extra personal
touch which only you as their server can give them. Never spend
more than two minutes away form your station. No server ever
made any money in the kitchen.
Anytime you wait on a customer, put yourself in their place and ask
yourself if you would be happy with the job you did at that table.
If one person asks for something at a table, make sure you ask
everyone at the table if they too would like that item. This will save
you a lot of extra trips. If one person requests more tea, ask
everyone at the table if they need more tea.
When serving coffee or hot tea, always turn the coffee cup so the
handle is facing the customer. Place the cup on the right side. Ask
people if they would like cream when they place their order for
coffee instead of making an extra trip later.
When pouring tea or water, never handle the rim of the glass and
always take the glass off the table and pour in the aisle.
Whenever you are reaching across someone or serving in front of
someone, excuse yourself.
Always keep your fingers and thumb off the plates you serve.
Punctuality is very important. If you get to work late, you start out
behind. BE ON TIME.
We know that servers work for tips. All people do not realize this. If
you get slighted on a tip, it may be because people think the tip is
Wurst Haus German Deli & Restaurant 5 5/01/2005
7. Server Training Manual
included in the bill or because they just don't like to tip. The
customer is NOT required to tip. If you get stiffed, it is unfortunate,
but you must take the good with the bad. Any customer feedback
about an employee regarding a bad tip will not be tolerated and is
grounds for immediate dismissal.
NEVER SIT DOWN WITH A CUSTOMER or friend while on
duty, even if they ask you to.
When waiting on parties of one, or an ace as they are called in the
restaurant business, special attention should be paid to them. They
are generally in and out quicker than other parties, and they are
usually the best percentage tippers.
If a customer leaves you an offer to buy you a drink, just tell them
you will be happy to accept the offer another time, when you are
not on duty.
The most neglected customer in the restaurant is the late customer.
People who come in the last few minutes of the evening are usually
the best tippers. They don't care how busy it was or how tired you
are. They are here to enjoy themselves. Restaurants are noted for
hurrying along late coming customers. We are not rushing them, but
we must get their order because the kitchen is closing. They may sit
there and enjoy their meal as long as they wish. Treat them as
though they are the first customers of the evening.
A tip should never be removed from a table while the customer is
still there. Unless, however, the customer hands it to you or motions
for you to come and get it.
If you are having a problem with a door hostess or another
employee, go directly to the manager. Do not harass the employee.
If you must go to the bathroom during the shift, ask someone if they
will please watch your station while you are gone, and inform a
manager so that they are not looking for you.
Unauthorized persons are not allowed in the kitchen. If one appears,
politely but firmly escort them out and get the manager, or
whomever it was they wanted to speak to.
Wurst Haus German Deli & Restaurant 6 5/01/2005
8. Server Training Manual
No server is to change his or her station or pick up extra tables
without the consent of the manager on duty.
Tips are not included: except for parties of 8 or more, and only with
the manager's consent (15%).
Never serve a salad on hot plates.
Always check your glassware for cracks and dried food before
filling them.
No eating or drinking in front of the house during operating hours.
No gum chewing or smoking EVER.
Never attempt to adjust the lights or thermostats in the Restaurant.
If there is a problem, get a manager.
A sales station can only be opened or closed by a manager. NO
EXCEPTIONS.
Serve food from customer's left.
Serve beverage from customer's right.
Clear everything from customer's right.
Serve women and children first, then men.
Whenever you serve a course, ask if there is anything else you can
do for the table.
Whenever serving a course, position the plate so that the "meat" of
the course is closest to the customer.
Remove soiled china and silver after each course.
Top off with offer of additional beverages whenever anyone is
getting low.
Bring condiments to the table before they are needed.
Offer fresh ground pepper with all salads.
Never walk away from a table without acknowledging its requests.
Never assume that the change is your tip!
Wurst Haus German Deli & Restaurant 7 5/01/2005
9. Server Training Manual
Server Opening Procedures
At the beginning of each shift -
1. Attend to all essentials (restroom, clothing adjustments, grooming)
before work.
2. Clock in no sooner than 5 minutes before the start of your shift
unless told otherwise from a manager.
3. Check your station assignments.
4. Check the Daily Service Board for specials, soup of the day, "86'd"
items, etc.
5. Conduct your station check points
Tables wiped
Clean window sills
Table base clean
Chairs wiped
Condiment containers clean and full
Salt and pepper shakers clean and full
Floor clean
6. Perform opening sidework - (wrapping silverware, making tea,
cutting lemons)
Wurst Haus German Deli & Restaurant 8 5/01/2005
10. Server Training Manual
Server Closing Procedures
At the end of each shift -
1. When station closes, perform the following -
Wipe tables
Clean chairs - seats, backs and legs
Wipe window sills
Clean table bases
Condiment containers clean and full
Sales & pepper shakers clean and full
Clean floor
2. Complete assigned closing side work duties
3. Begin check-out procedures
4. Clock out
Wurst Haus German Deli & Restaurant 9 5/01/2005
11. Server Training Manual
The Guest
Never underestimate the importance of a guest!!!
A guest is not dependent upon us -- we are dependent upon him (or
her).
A guest is NEVER an interruption of our work - he is the purpose
of it.
A guest does us a favor when he comes here -- we are not doing
him a favor by serving him.
A guest is part of our business -- not an outsider.
A guest is not a cold statistic -- he is a flesh and blood human being
with feelings and emotions, like our own.
A guest is a person who brings us his wants -- it is our job to fill
those wants.
A guest is deserving of the most courteous and attentive treatment
we can give him.
A guest is the lifeblood of the Wurst Haus German Deli &
Restaurant.
You Must Be Able To Serve Many Different Types Of Guests
To make appropriate selling suggestions, and give good service, it is
helpful to recognize and know how to handle all types of guests. For
example
The Timid Guest: Genuine interest and patient understanding
will put this type of guest at ease. Even a
comment on the weather can make him feel
at home.
The Aggressive Guest: This type must be handled in a courteous
and businesslike manner. Kindness and
politeness can often change him into a
steady and appreciative customer.
Wurst Haus German Deli & Restaurant 10 5/01/2005
12. Server Training Manual
The Fussy Guest: This is one of the hardest guests to please.
Try to stay one step ahead of him by
learning the things that irritate him. Be sure
to have everything just right, before serving
the fussy guest. Remember all of the little
things the fussy guest especially likes, even
when they may seem peculiar to the average
person.
The Over-Familiar Guest: Be courteous, dignified, and avoid long
conversations. Stay away from the table,
except when actual service is needed. Never
try to give a wise crack answer to a smart
remark. You will only cheapen yourself and
lower yourself to the same level as the
rudeness of the guest.
The Guest who is Alone: Don't call attention by asking if he is alone.
Seat him where he can see what is going on.
The guest may be lonely and want someone
to talk to. Be friendly, but don't neglect
other guests. With nobody to talk to, time
seems long, so serve as quickly as possible.
This could be your most critical guest.
The Noisy Trouble-maker: Don't be drawn into arguments. Speak
softly. Don't antagonize. Refuse to
participate in criticism of management, the
establishment, or other personnel.
The Blind Guest: Seat blind people with a dog so that the dog
will not be noticed. Never hover over blind
customers. Always stand near enough to
help if needed. Always make a blind
customer feel appreciated and important.
Guest with hand or arm Seat as quickly as possible. Be helpful, ask
injuries/disability: if you may assist them, but do not be too
eager. Be considerate; do not call attention
by hovering. Seat wheelchair guests at a
table on ground level do not block an aisle.
Always make a disabled guest feel
important and accommodated.
Wurst Haus German Deli & Restaurant 11 5/01/2005
13. Server Training Manual
I Am Your Guest
"You often accuse me of carrying a chip on my shoulder, but I suspect
this is because you do not entirely understand me. Isn't it normal to
expect satisfaction for one's money spent? Ignore my wants and I will
no longer appear in your restaurant. Satisfy those wants and I will
become increasingly loyal. Add a little extra personal attention and a
friendly touch and I will become a walking advertisement for you."
"When I criticize your food and service to anyone who will listen, which
I may do whenever I am displeased, take heed. I am not dreaming up
displeasure. It lies in something I perceive you have failed to do to
make my eating experience as enjoyable as I have anticipated.
Eliminate that perception or you will lose my friends and me as well. I
insist on the right to dine leisurely or eat in haste according to my
mood."
"I refuse to be rushed as I abhor waiting. This is an important privilege
that my money buys. If I am not spending big money this particular
time, just remember, if you treat me right I will return with a larger
appetite, more money and probably with my friends."
"I am much more sophisticated these days than I was just a few years
ago. I've grown accustomed to better things and my needs are more
complex. I'm perfectly willing to spend, but I insist on quality to match
prices. I am above all, a human being. I am especially sensitive when I
am spending money. I can't stand to be snubbed, ignored or looked
down upon."
"Whatever my personal habits may be, you can be sure that I'm a real
nut on cleanliness in restaurants. Where food is concerned I demand
the strictest sanitation measures. I want my meals handled and served
by the neatest of people and in sparkling clean dishes. If I see dirty
Wurst Haus German Deli & Restaurant 12 5/01/2005
14. Server Training Manual
fingernails, cracked dishes or soiled table clothes you won't see me
again."
"You must prove to me again and again that I have made a wise choice
in selecting your restaurant above others. You must convince me
repeatedly that being a restaurant guest is a desirable thing in the first
place. I can, after all, eat at home. So, you must provide something
extra in food and service. Something so superior it will beckon me from
my own table to yours. Do we understand each other?"
Service
Definition of "service" according to Webster: To work for. To
minister to. To set on a table for a meal. To manage or work. To deliver
or transmit.
The Problem: Webster never worked in a restaurant or took care of
"our" guests.
The Wurst Haus German Deli & Restaurant's definition of service:
"The manner in which the customer is treated."
If you think we are in the restaurant business, you are wrong! We are in
the business of retail sales. We manufacture a variety of products and
merchandise in our kitchen and bar. Then, we offer it for sale to
customers in a display service area known as counter tops, tables, and
dining rooms. Unlike most retail operations, such as department stores,
our product has a limited shelf life, due to potential spoilage.
There is a greater sense of urgency for selling, moving, and serving our
products. Our Restaurant is not merely a place to eat or drink, but rather
a building designed to accommodate, facilitate, and promote the retail
sales of food and beverage to customers through service. We provide
service as a way of making sales to our guests.
To Serve Is To Sell
You don't buy coal; you buy heat
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You don't buy circus tickets; you buy thrills
You don't buy the paper; you buy the news
You don't buy glasses; you buy vision
You don't buy dinner; you buy sales and service.
The difference between a restaurant and other retail sales organizations:
1. In a restaurant, we manufacture AND sell our product under
the same roof.
2. In a restaurant, we know our guests are here to buy, not
browse (no one comes in to try on the goulasch).
3. In a restaurant, our guests may return as many as two times
a day (lunch, and dinner). Although this is unlikely, some
guests may be regulars, day after day. No one buys the same
shoes, pants, or socks three days in a row.
4. Department stores provide service. Restaurants provide
hospitality: a warm feeling from feeding both the body and
the soul.
5. More entertainers open restaurants and bars than department
stores. Why? Because this is showbiz!
Our function as a Restaurant is to acquire and maintain business, to
turn casual customers into loyal, repeat guests.
Five basics of service excellence:
1. Look at me.
2. Smile at me.
3. Talk to me.
4. Listen to me.
5. Thank me.
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Remember, every restaurant owes its existence to its customers.
When a customer forms an opinion of any food establishment, service
and food presentation stand-alone. No matter how beautiful the
surroundings or how delicious the food; poor service will certainly ruin
the entire dining experience.
When developing good service, promote these qualities: promptness,
courtesy, good manners, enthusiasm, and teamwork. In short, project a
professional attitude. Unless you attain this goal, you will not be able to
provide the high quality of service we expect here at the Wurst Haus
German Deli & Restaurant.
Each time you service a table; our reputation rests in your hands. You
have the power to influence the opinion of those people. If they are
happy with you and your service, they will probably return. They may
also recommend the restaurant to their friends. However, if they are not
happy...
In order to be properly efficient, service people must be constantly
aware of their customers' needs. Anticipate what they will want. Learn
to read expressions and body language. If a customer is frantically
rubber necking, waving his arms, or nodding, chances are he needs
something. The more he must ask for service, the less enjoyable his
evening will be. The tip he leaves you will reflect his feelings.
You will be trained, by our most experienced qualified people. The
more attentive, enthusiastic, and patient you are, the sooner you will
develop the work habits which make you an excellent server, capable of
taking great care of our guests and be rewarded financially too.
Servicing the public, in any business, requires a vast amount of
humility and patience. Always maintain a friendly, but professional
attitude. If you need help, ASK FOR IT. Even if you become an
excellent server, there will be times when you will get behind. Have
enough consideration for your customers, and the house, to get
assistance WHEN NECESSARY. Remember - Teamwork - no business
can survive without it. We have provided you with a service manual. In
it we have outlined some helpful suggestions to make your job here
more profitable and enjoyable. These are the tools of your trade. Use
them wisely and they will help you prosper.
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Arrive on time for your shift properly dressed, with scrubbed hands
and nails, pressed shirt, and clean shoes. If your appearance is sloppy,
your performance will be sloppy. Your appearance, dress, posture, and
expressions broadcast to everyone how you feel about YOU. Take pride
in yourself, and others will be proud of you.
Introduce yourself. Customers want to know who is serving them: It is
the added personal touch they enjoy. Also, if they have enjoyed their
visit, they can request your station again. They might even tell their
friends to ask for you. Call parties are the best tippers. In this manner,
you can develop a following.
When people go out to eat, they want to relax. They want you to help
them decide what to eat, when to order, what to drink, etc. You are
there to fulfill their needs. Don't be pushy; do be confident. Often a
customer is nervous. It is your job to make guests feel comfortable, so
comfortable they want to come back.
Don't be afraid of customers. 90% of the people dining out won't
notice a small mistake. Be relaxed, but alert, and efficient. Always be in
control of a situation. Be strong, yet polite.
Always be yourself. Develop your own tableside manner. Avoid using
repetitious phrases or seeming "plastic." Your customers will know you
are faking it, and they will resent your attitude.
Customer service turn offs:
Dirty plates in hand when greeting customers, "Hi, ready for dessert?"
Not knowing what they are drinking, i.e., "I think this is the Diet Coke..."
"Discussion Groups" of three or four idle servers. All discussions should
be held in employee break area, during approved break period.
Not acknowledging waiting guests.
Answering the phone with "Hold please."
Greeting guests with a number, i.e., "Two?” instead of a smile and
"Welcome! Will anyone be joining you for lunch today?"
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Quality Control
Quality control is a primary responsibility of every employee serving
food and drinks to the customer. You are the last person to come in
contact with the food before the customer does. If something does not
look right or is not presentable, DO NOT SERVE IT! The saying
"People eat with their eyes" is very true. Make sure all of your products
look good on the plates.
Things to look for before leaving the kitchen:
1. HOT food. Few things are more basic but more important. Check
to see if your food is hot. Just because your plates are ready to be
taken, does not mean that it is hot. If it is not hot, DO NOT TAKE
IT OUT. Tell the manager. NEVER yell or argue with a cook. Go
directly to the manager. This will alleviate a lot of problems.
2. Clean plates. Always check any plates, mugs, silverware, and
napkins before you present them to the customer.
3. Correct portions. Always check to see that the product is in the
right portions. Make sure you are taking YOUR order. This can be
very embarrassing at the table. Always ask yourself if you would
eat that item if it were brought to you.
4. Call for back-ups. If something in the kitchen looks low and you
are about to run out, TELL SOMEONE. If you take one of the last
bowls of soup, call for back-ups. If the salad is warm or wilted, do
everyone a favor, and say something before the customer is served.
5. When bringing out drinks, be certain the glass is clean, filled to
the proper level, and that the garnish is correct, fresh and attractive.
6. Cold food is as equally important as hot food. Make sure cold foods
are going out cold, not warm or cool, but cold.
7. Bring necessary condiments with order: i.e., ketchup, mustard,
butter, pepper, etc.
8. Check back . . . within two bites to make sure everything is perfect.
Don't say, "Is everything o.k.?" Guests here this trite saying so often
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it's meaningless. Say something like, "How's your filet cooked?" Be
specific and sincere in wanting to know the answer.
9. If the customer is not satisfied . . . or there is obviously something
wrong at the table, i.e., cracked glass, foreign object in food, not
cooked properly, etc., use the following steps:
Apologize.
Remove the items immediately.
Get a manager. Management will take the necessary steps in
making sure that the problem is corrected and that the customer
is 100% satisfied.
10. Remember, the appearance of the exterior of the building, the
greeting of the host, the cleanliness of the restrooms, the appearance
of the staff, the quenching taste of our beverages, the flavor and
freshness of our food, are all equal quality points. WE must control
for the experience of our guests.
Table Introduction
CRITICALLY IMPORTANT!! - Immediately acknowledge all new
parties in your section. Regardless of how busy you are; you are never
too busy to let your customers know you see them. They come here to
be taken care of, so don't start out their dining experience by ignoring
them. All new customers should be greeted within one minute.
If your hands are full, the customer knows automatically that you can't
take their order, at that minute. You can pause, smile, and say "Hi, I'll
be with you in just a minute." This will satisfy the customer so that they
feel important and will be able to relax until you return.
When approaching a table your objective is to make you guests feel
welcome and confident in knowing you're there to take care of them.
You may develop your style and manner of accomplishing this but here
are some suggestions to help you get started:
1. Don't start out by giving your name. Unless your guests already
know you, they don't really care what your name is at this point.
Focus on THEM. Make them feel welcome; that they've made a
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good decision to be at our restaurant and give them a sense they're
in friendly, competent hands. Be observant, not scripted. It's o.k. to
pay someone at the table a sincere compliment or try to open up
some friendly rapport. Later in the meal it's good to give them your
name by saying something like, "By the way, my name is Erica, just
let me know if you think of anything else you'd like."
2. After delivering food to the table, give the customer a few
minutes to try the dish, and then return to the table. "How is your
steak cooked? Can I get you another...beer, ice tea?" When
checking on food items, always accentuate the positive, and
eliminate the negative. Do ask, "Did you like they way your steak
was cooked?” Don't ask, "Was everything ok tonight?" Ask an
intelligent, specific question and show you're concerned about the
answer you get. If something isn't right, do what you can make it
right.
3. Each time you take an order, be aware of what might elevate the
guests' experience. Be relaxed and friendly, polite and professional.
Have an idea what extras (appetizers, sides, etc.) you are going to
suggest based upon what you genuinely think will enhance your
guest's dining experience. Allow the customers to finish ordering
before you jump in with suggestions. If they hesitate, then it's your
turn. "May I suggest the Jager Schnitzel? It's a one of our most
popular dishes." If they still hesitate, you might say something like,
"Would you like to have a little longer to decide? Take your time
and let me know if I can answer any questions."
4. Know everything on the menu in terms of what is in it, and what
would go well with it. This will be covered in detail in your initial
training and will be enforced often in our pre-shift meetings.
5. Suggest premium liquor in all cocktails. It makes the drink taste
better, servers are tipped more, and when the guest drinks better, the
server drinks better.
6. Get your guests' first drinks to them within five minutes from
taking the order; no longer.
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7. Suggest specific appetizers before you leave the table to get their
first drinks. It saves you time and steps.
8. Learn and use guests' names when appropriate. Always use "Mr."
or "Ms." unless you're told or you're absolutely sure it's proper to
use a guest's first name.
9. Make specific suggestions at every step of the meal if you think it's
appropriate: drinks, appetizers, sides, beer, desserts, after-dinner
drinks. Always keep in mind, your first objective is to show your
guests a marvelous time, not PUMP UP THE CHECK. Use your
best judgment here. Sure we want to sell, but more importantly, we
want our guests to leave delighted so they RETURN!
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Ordering Procedures
When approaching the table, be sure to have your pen ready, book
open, and pad ready. Ask the customer if they have any questions
concerning either the specials or entrees. After answering all the
questions, if there are any, ask if you can take their order.
Through either eye contact or verbal address, you may start to take their
order. Be sure to gather all information from each guest before
proceeding to the next. If possible, you should take the order from
women and children first, and then the men.
Position numbers must identify customers; thus, the orders should be
written and ordered in relation to position #1. Position #1 is the seat
closest to the first person to your left. Moving in a clockwise direction,
continue taking the orders. If no one is sitting in position #1, move in a
clockwise direction until you find a customer. This customer will
become the position #1 customer. The reason is that we need to know
who gets what. We do not use a runner system but there's a chance
someone other than you could be delivering the food to the table. This
person must know where to place the food without asking.
Taking the order is the time for making recommendations. Suggest
appetizers that will compliment the guests' meal. This is when wine
can, and should, be offered.
Always get the cooking temperature for meats. Our cooking
temperatures are as follows:
Rare - Bloody cool center, touch of rawness
Medium Rare - Bloody red, no rawness of meat
Medium - Pink warm center
Medium Well to Well - Fully cooked with no redness
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Use a small folder, clipboard, or other hard surface to hold your pad
while you write up the order. It looks better and makes it easier for you.
Begin taking the order at the same spot at each table. Start with the
person closest to you on your left, and work around clockwise.
Example:
2 3
1 4
You
Again, it is very important that every server records orders in the same
way. If another person takes the food to the table for you, then he
knows where each dish belongs.
In case of registers malfunctioning, follow these steps:
1. Write appetizers at top of ticket.
2. Write entrees under appetizers on the left, and how to cook them on
the right of check.
3. For special orders like rare, be certain to make a notation on the
ticket, to call special attention to the cooks.
4. Use the correct abbreviations. Menu abbreviations will be provided
with your menu description sheets.
5. Write all side orders underneath entrees.
6. Write desserts underneath side orders.
7. At very bottom of ticket, put all teas, coffee, milk, and sodas.
8. Bar beverages will be listed on the back of the guest check only.
9. After all items have been totaled, circle the total. This way, there
will be no mistake of where the total is. Also, write thank you, your
name, and have a nice evening, enjoyed having you (etc.).
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Cooking Times & Handling Timing Problems
With our firing system, once an order is rung to the kitchen, preparation
of that item begins. It is imperative that appetizers are rung first. Once
an order has been placed, you can expect to receive lunch items within
six to twelve minutes, and dinner items within eight to twelve minutes.
This time may lengthen during a busy rush. Your tables' experience is
dependent upon your awareness and service to the customers from the
time they are seated; to the time they receive their order. If, by chance,
you have a long time ticket, do not hide from your table. Notify a
manager immediately, and we will expedite the situation.
When a table has to wait longer than they should for their food, don't
just apologize, offer them something for the inconvenience. It costs us
hundreds of marketing dollars to attract new customers; we can't afford
to lose any. A complimentary beverage or dessert is a small price to pay
to let a guest know we care about their experience and we want them to
come back and give us another chance to get it right.
In cases where the kitchen has been woefully out of sync, a dessert or
beverage may not be sufficient. Tell the manager-on-duty about the
situation. They have the authority to do whatever is needed to try to
make amends for a bad-dining experience.
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Personal Appearance
Your overall image is our image. You make a distinct impression on
each of our guests. The image you create can enhance or detract from
our overall concept and the way our Restaurant is perceived in the
minds of the guest. You are entrusted with handling our guests' needs
and must, therefore, reflect cleanliness and wholesomeness at all times.
Always remember . . .
You are responsible for keeping your clothing neat and clean at all
times. There is no excuse for reporting to work out of dress code.
Do not wear scented lotion on your hands, as it clings to glassware.
A smile is part of your dress attire.
At no time will employees chew gum or eat while in the public
areas of our store.
Do not report to work wearing un-pressed or dirty clothing, or un-
kept hair.
Dress Code
When you walk through the door of the Restaurant, "YOU ARE ON.”
You will be informed of the dress requirements when you start with us.
Your dress attire also includes a CONTAGIOUS, ENTHUSIASTIC
ATTITUDE. You are required to enter the building for your shift in
FULL DRESS ATTIRE. You are also required, when you leave the
building, to be in FULL DRESS ATTIRE.
Your dress attire also includes the following, without exception:
At least two pens
Bottle/Wine Opener
Bank
Smile
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Dining Room Dress Code
Shoes - Black shoes only with non-slip soles that permit walking
safely on wet or greasy floors. Shoes must be clean. Socks must be
dark, preferably black.
Pants & Belts - Black pants only. Pants must be long enough to
touch the top of the shoe. Solid color black belts must be worn with
pants that have belt loops.
Shirts - Oxford style, long sleeve white dress shirts. Shirts must be
in good condition, not soiled or stained. Shirts must fit at the sleeve.
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.
Accessories - No excessive cologne, perfume, make-up or jewelry.
No earrings longer than 1 inch. No hat or unauthorized buttons can
be worn.
Apron –Black, waist tie with pockets.
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Suggestive Selling
People don't like to be "SOLD." Effective suggestive selling is subtle.
You are doing the guest a favor, looking after his best interests by
offering your knowledge and expertise and making honest
recommendations.
Many of our guests are not familiar with our daily specials. As their
intermediary, you are in the position to smooth the way for a confused
guest. Above all, be sincere and honest. Always do what you truly
believe is in the "guest's" best interest. Recommend items you know are
superior and you are certain they will enjoy.
NEVER OVER SELL! Always allow the
guest to finish ordering before you start
suggesting. Be aware of what the guest is
People like
ordering and make sure he understands
to buy, but
what he is getting. hate to be
SOLD!
If a guest orders too much, and you are
certain he can't handle that much food, advise him. He will appreciate
your concern and honesty.
Suggest appetizers while people are studying the menu. "How about
some Snitzel Strips or sharing a Wurst Sampler," with your dinner this
evening?"
Suggest side orders with entrees. "Would you care for Navy Bean Soup
or a side salad with your Bratwurst?"
Always be persuasive and display complete confidence. Make
suggestions so positively, that the guest wouldn't dream of questioning
your recommendation.
Don't ask the guest a "yes or no" question. This requires him to make a
decision. Remember, people come here to relax, not think. If you
display confidence and complete product knowledge, the guest will
trust your judgment and allow you to take care of him.
To sell effectively, you must sometimes bring a need or desire to try
something to the surface. Make sure you use the right type of language.
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For example:
"Would you like some wine tonight?"
If the guest responds, "No," your suggestion is over before it got
started.
"Would you care for a bottle of wine with your dinner tonight? A
bottle of Merlot would compliment your Cordon Bleu."
With this approach, you have exhibited your knowledge and confidence
of food and wine by suggesting a specific bottle of wine. The guest has
now developed confidence in you. This will greatly enhance your
opportunity to make this sale and make other recommendations.
Not every guest is going to buy a bottle of wine, appetizer, or dessert.
But you must remember, we know two facts about every customer.
Every Customer:
Is planning to spend money.
Wants to have a good time and enjoy their meal.
If you keep these two facts in mind, you will be amazed at how easy it
is to sell, providing, of course, you possess the necessary knowledge
and confidence.
Through suggestive selling you can:
Increase check totals. The higher the check, the better your chances
of a good gratuity.
Expose the customer to a new and different product he may not
have tried, if you had not recommended it. Thus, the evening is
more enjoyable and he may return with friends and has more
reasons to tell others about the Wurst Haus German Deli &
Restaurant.
Suggestive selling and making personal recommendations is another
aspect of good service. Eventually, it will come easily as you build your
self-confidence.
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Specials & Features Of The Day
Each day at pre-shift meetings, that day's Specials will be discussed at
Todays the Wurst Haus German Deli & Restaurant.
Special
We offer daily specials for three reasons:
1. To add variety to our menu
2. To allow our customers the best of seasonal items.
3. To allow us to test items for future menu development.
These specials may include a drink special, an appetizer, a salad, an
entree, or a dessert item.
In addition to placing a "special" card on the table, you as the server
will present the "specials" verbally. This enables you to describe them
thoroughly, and answer any questions the customer may have.
When presenting the specials, you should start with drink specials, then
appetizers, soups, and entrees. In describing the specials, you must use
adjectives, which will entice the customers.
Bad Example: "Tonight we have New York strip with Vegetable
Medley."
Good Example: "Featured this evening is the tender New York Strip,
wood-fired and served with fresh sautéed vegetables. The blend of
hickory and oak add to the flavor of the juicy steak, complimented by
the crisp combination of broccoli, cauliflower, carrots and squash."
It is obvious which of these descriptions sounds more appetizing, and
reflects your confidence in the special. If you are not sure which
adjectives you should use, ask your fellow sales staff or manager on
duty how they would describe the special. You may find that
incorporating others' verbiage helps your special descriptions sound
appealing.
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Beer - Coffee - Tea - Desserts
Beer, Coffee & Tea
The wait staff serves all beer, soda, coffee and tea. Refills are all
handled by the servers. If you are busy, you may instruct the busperson
to help you out.
There is no charge for refills of soda, coffee or tea, even if a new tea
bag is served.
Desserts
It is a good time to remind guests to save room for dessert, when you
return to their table to check on the entrees. At this time, you may want
to suggest a few dessert items, to plant the thought. Later, when
clearing the table, ask your guests if they are ready to try dessert. You
can then begin to describe a few of your favorite dessert items.
In today's health-conscious fat-free society, customers stay away from
desserts...NOT TRUE. We will try to offer some low-fat desserts, but
you, the server, can always suggest splitting a dessert and bringing out
additional forks or spoons. This is effective salesmanship that will
increase your check, and also enhance your guests' experience.
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Wine Service
We will not be offering wine at the Wurst Haus German Deli &
Restaurant until we have a liquor license. The following will be protocol
when that time comes
When ordering a bottle of wine, ring it up as usual on the register. The
POS will print you a chit that you will take to the manager, who, in turn,
will issue the bottle.
Present the bottle to the host.
1. Host accepts
2. Host rejects (wrong wine, wrong vintage, changed mind)
Place glassware around the table at the position 4 o'clock from the
water glass. Using your Screwpull wine opener cut the capsule and put
it in your pocket. Remove the cork and present to the host.
Pour about one ounce for the host to sample.
3. Host accepts
4. Host rejects (based on color, smell, clarity, taste)
If this happens, GET A MANAGER immediately.
Pour wine around the table.
5. About 4 1/2 ounces per glass.
6. Women first, then hostess, then men, then host.
7. Place remainder of bottle in an iced wine cooler.
VARIATIONS
Red Wine
Bring it and open as soon as possible after the order, so it can
breathe.
Do not cool, unless requested.
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Second Bottle - Same Wine
Give the host or hostess the option of re-sampling.
Give the host or hostess the option of fresh glassware for everyone.
Second Bottle - Different Wine
Automatically present fresh glassware.
Two Wines simultaneously
Host or hostess gets two glasses.
Host or hostess samples both wines before pouring to the rest of the
party.
All members of party must be given a choice of either.
Closing Out A Table
Presenting the Check
Before presenting the check, look it over to make sure you have
charged for everything correctly.
Appetizers
Soups
Salads
Entrees
Sides
Desserts
Coffee
Wine
After you have determined that the check is correct, give the check in a
booklet to the host of the table (if known), or place it in the center of
the table and say "Thank you.” Make sure to let the customer know, at
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this time, that you are the cashier and will take care of the check
whenever they are ready. There is nothing more aggravating for a
customer than wandering around looking for a cashier. People also hate
to tip when they are standing up by the front door, waiting for the
waiter or waitress.
After presenting the check, take a few steps and glance back at the
table. If they already have their cash or credit card ready, it may mean
they are in a hurry to leave. If this is the case, try to close the
transaction immediately or as soon as possible. Guests will notice and
appreciate this.
We use a server banking system; you are your own cashier. Your are
responsible for all your money, including cash, credit card vouchers,
comps, discounts and traveler's checks until the end of your shift. You
must start your shift with your own thirty-five dollars that is used to
make your opening change bank.
If the customer is paying cash, do not make change right at the table!!
Take the check and cash to the back of the house, and make change.
Return the check and change on either a tip tray, or a book, along with
the receipt. If the customer is paying with a credit card, follow the
house procedure. Once the guest has signed the voucher, pick up both
the check and voucher, and again, thank the customer. DO NOT
examine the tip as you leave the dining room!!
REMEMBER, the process of closing out the check is the time when
the guest is deciding on the tip amount. A bad impression here can
undo all previous good impressions, and have a direct effect on your
gratuity.
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The Farewell
When your guests are departing, we have four distinct objectives:
1. To make sure their experience in our restaurant was pleasurable.
2. Thank them, by name, for their patronage.
3. To invite them back for another visit soon.
4. To make sure their last impression is a positive one.
Methods of Payment
Approved methods of payment are cash, VISA, Master Card, and
American Express, and checks. All other methods of payment, i.e.
Travelers Cheques, require management approval. When accepting
personal checks, you must get approval by management, and include
the following information:
Driver's license number
Current address
Phone number (day and evening)
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Handling Cash
Here are the procedures to follow when receiving a payment in cash -
1. As noted above, never make change at the table - go to the nearest
server station.
2. When making change, always count it twice.
3. Give the guest some one and five dollar bills to tip you with.
4. Return the change to the guest's table on a tip tray.
5. Always keep your cash and receipts in a wallet or your apron.
6. Paper bills make no noise when it hits the floor so be very careful
with your bills.
7. Never leave your money or wallet unattended.
8. If you are concerned about carrying too much cash during a shift,
make a drop with a manager in exchange for an IOU.
9. Always remember, treat credit card vouchers like they are cash -
THEY ARE. Handle with care!
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Check-Out Procedures
1. Your computerized register system will print out your guest check
at the end of each table's meal. This alleviates the issuance of any
manual guest checks.
2. Once a guest check is printed out and a customer has paid, you will
close out that check to cash, Master Card, VISA, or American
Express, or other forms of payment. You must keep all printed out
closed guest checks for checkout.
3. Before beginning your checkout each shift, check the following:
Make sure all your customers are through, have been tabbed,
and do not need anything else. I.e., coffee, tea, etc.
Be certain the manager has closed your section for the shift.
Make sure you have collected from all of your tables and have
all your tickets with you.
Make sure all plates, silverware, glassware, and containers are
cleared from all of your tables.
Be certain that all of your side work and closing duties are done.
Make sure that you are in full dress attire at all times, while in
the front of the house.
Have a manger do any deletions of voids, over rings, and promo
tickets. All over rings must be signed by a manager at the time
they occur, and not at the end of the shift. You never sit down to
eat, drink, or smoke until all of the above are completed.
Starting your checkout before all your customers are finished is
grounds for termination.
Over Rings Or Voids
Any time you make a register mistake of an item you did not want to
ring up. Get a manager immediately to correct this on the register, and
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notify the kitchen or bar NOT TO PREPARE THAT ITEM. Over rings
and voids are register mistakes of items never served or prepared.
House Promo
Occurs anytime an item has been prepared and served to a customer
that was not satisfied with the item. Perhaps it was under or over
cooked, or the glass was chipped, etc. This would include a customer
waiting too long for their meal. Only a manager can do this function on
the register. Get the manager before closing any house promo tickets.
Manager Promo
Occurs anytime a manager wishes to buy a table a round of drinks,
perhaps a dessert, or any free purchase approved by a manager
promoting good will to our patrons. Inform the manager when you are
serving a regular guest you would like to buy a drink for, a special
guest to send an appetizer out to, a large party, or to send
complimentary desserts. Please introduce the manager to these
customers by name. We want to help you develop a large regular
following. From time to time, the restaurant will have contests
promoting such clientele builders. Get the manager on duty before
closing out any manager promo tickets.
Employee Discount/Customer Discount
Occurs anytime the full amount of an item will not be collected. For
example, employee meals or coupons offering $2.00 off any menu item,
or buy one, get one free coupons, or frequent lunch program discounts.
Only a manager can discount guest checks on the register. Get the
manager on duty before closing out any discount checks.
Now You Are Ready To Check Out!!
1. Arrange your tickets, top to bottom, in the following order:
All promo tickets - manager, house discounts and other charges.
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All charges, separated in this order: 1) American Express, 2)
Master Card, and 3) VISA. Be certain merchant copy of the
charge voucher is stapled to the paper guest check.
All remaining cash tickets.
2. Prepare the Server Checkout Sheet. Make sure you have no open
checks.
3. Be certain charge totals of Master Card, VISA, and American
Express, along with promos, discounts or other charges balance
with what you have on your guest checks. Use the calculator to
double check. If they do not balance, this means that you are
missing a guest check, or charge receipt
NOTE: Add only items that were actually rung up on the register.
This will prevent you from balancing to the register.
4. The following items should be ready for the manager, before you
have her check you out:
Promo checks, houses, and over rings accounted for on register.
Have all money counted and faced.
Have all charge vouchers matched with the ticket they paid for.
All tickets in order, with houses, promos, then charges, and cash
tickets as previously stated. There should only be ONE person
doing checkout at a time. This helps eliminate unnecessary
confusion and mistakes. Please use the calculator provided for
you.
Have the Check Out Sheet completed up to the register reading
entries.
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5. The manager will give you your register reading to enter on your
Check-Out Sheet. The register reading will include your total sales
and your total cash due. Cash due = total sales - charges. Count out
cash due and have ready in the largest denominations of bills
possible.
If for some reason you cannot balance to the register totals, ask the
manager for assistance.
Alcohol Awareness
Alcohol Awareness is a growing concern within the Hospitality
Industry nationwide. By recognizing the "early" signs of intoxication,
monitoring your customer's consumption, and treating them as you
would a guest in your own home; you fulfill your responsibility and
protect the guest.
To serve or not to serve?
By understanding and fulfilling your responsibilities...
Your Role:
Observe
Monitor
Report
Assisted by the guidance and support of management...
Your Manager's Role:
Confirm
Confront
Resolve
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With adherence to the company's policies...
1. We will not knowingly serve alcohol to an obviously intoxicated or
underage customer.
2. We will offer alternatives to alcohol.
3. We will create an atmosphere to promote responsible drinking.
4. We will make a reasonable attempt to prevent obviously intoxicated
customers from driving.
. . . We can accurately and confidently answer that very important
question.
Responsible service of alcohol requires a team effort.
Know and watch for the signs of intoxication. If there is any
question, avoid further service and report to a manager who will
make the final decision and determine whether the guest should
remain or leave.
If you know what it takes to get someone drunk, you can prevent it
by monitoring their consumption and offering alternatives.
Do not allow drunks to come in, and do not allow intoxicated guests
to drive.
Hospitality is our business. Beverage service is only one element.
Cooperation between employees and management allows us to
exercise a degree of influence on the behavior of our customers that
will result in an atmosphere of responsible drinking.
This is just a portion of our company Alcohol Awareness program.
A complete handbook with certification test is provided at
orientation.
Sanitation
The responsibility of management and staff to protect the public from
food borne illness is fundamental. A food borne illness is simply a
disease that is carried, or transmitted, to human beings by food.
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Throughout your training, you will receive information concerning
proper temperatures of food storage and serving, as well as, cleanliness
standards, proper use of chemical cleaning, and disinfectant products. It
is our objective to operate the restaurant at the highest level of
cleanliness and sanitation for the benefit of our customers and
employees.
Safety
In addition to a clean and sanitary environment, the Wurst Haus
German Deli & Restaurant provides a safe environment. One of our
goals here at the Wurst Haus German Deli & Restaurant is to operate an
accident-free restaurant. A safe restaurant takes teamwork and effort on
everyone's part. Everyone who works with cleaning chemicals will
receive training on the use of those products, and will be tested
following the guidelines of OSHA Hazard Communication Standard,
Title 29 Code of Federal regulations 1910.1200.
Safety meetings will also be used to review information presented from
the initial training. Management's role is to provide the daily
monitoring of safe work practice developed from these meetings.
Whenever you see a potential hazard, or something you notice as
unsafe, notify a manager immediately.
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Here is a list of guidelines to follow for safety and sanitation:
Major cause of food borne illness -
Food left in the danger zone of 41° to 140° for four or more hours.
Keep all foods out of the danger zone of 41° to 140°.
Keep hot foods hot, and cold foods cold.
Handle foods quickly during delivery, and put refrigerated and
frozen foods away as soon as possible.
Sloppy personal hygiene habits will not be tolerated.
Do not prepare food a day or more before serving.
Do not serve food that is not completely cooked.
Thaw foods in refrigerator, microwave, or under cold running water
for not more than 2 hours, followed immediately by cooking.
Avoid preparing food in advance, unless absolutely necessary.
Inspect Foods thoroughly for freshness and wholesomeness upon
receipt, cooking, and serving.
Only use sanitized equipment and table surfaces.
Always wash your hands after you -
Smoke, eat, use the restroom; touch money, raw foods, or your face,
hair or skin; cough, sneeze, or blow your nose
Comb your hair, handle anything dirty
Before and after taking a break
Dispose of waste properly -
Take garbage out frequently.
Keep garbage areas clean and sealed.
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Clean and sanitize garbage cans regularly.
Store soiled linen in a laundry bag or non-absorbing container.
Keep insects and animals out by -
Keeping doors closed.
Taking garbage out frequently and keeping garbage areas clean.
Report any holes where an animal can enter.
Do not provide a free meal for any animals.
Handle ice and tableware properly -
Use clean scoops or tongs to pick up ice, do not use hands or glass.
Store scoops or tongs in a clean container, not in the ice.
Do not store any food or beverage in the ice.
Avoid touching food contact surface with dishes, utensils, etc.
Avoid cross contamination from one food item to another -
Keep separate cutting boards for raw and cooked foods.
Never mix leftovers with fresh food.
Store fresh raw meats, poultry, and fish on lowest racks.
Sanitize thermometers after each use.
When thawing raw foods in the refrigerator, place them on the
lowest shelf.
Store foods and equipment properly -
Cover, label, and date foods in storage.
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Do not store food in open cans.
Store new foods behind old ones.
Store food off the floor and away from the wall.
Check temperatures of refrigerators and freezers daily.
Defrost freezers as necessary. Frost build up causes freezers to
warm up.
Dry goods and storage areas should be cool and dry for good
storage.
Do not store food or equipment under exposed server lines.
Keep storage areas clean.
Store all equipment so that dust cannot settle on it.
Store chemicals and pesticides separately from food.
When cleaning stationary equipment -
Unplug equipment, and make sure hands are dry.
Disassemble.
Wash removable parts in dish machine, or three-compartment sink.
Wash and rinse stationary parts.
Sanitize food contact surfaces with sanitizer.
Air dry before reassembling, without touching food contact
surfaces.
Preventing falls -
Wipe up spills immediately.
Use "wet floor" signs.
Wear shoes with non-skid soles and heels.
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Keep isles.
Walk, and do not run.
Follow established traffic patterns.
Do not carry anything that blocks your vision.
Keep drawers closed.
Use ladders properly; never use chairs, tables or boxes. Do not
stand on top of ladder, and do not over reach.
Turn lights on to see.
Never run in the kitchen. The floor may be wet.
Never leave anything on the floor including ice from the ice
machine.
Preventing electric shock -
Never touch electrical equipment with wet hands, or while standing
in water.
Unplug equipment before cleaning or disassembling, to avoid
shock.
Do not yank plugs out by cord. This can cause damage to the cords,
which may then cause shocks.
Report damaged and worn plugs and cords to your supervisor.
Lift Properly -
Plan it. Do you need help? Could you use a cart? Where is it going?
Which route is best?
Get ready. Spread feet apart, shoulder width. Put one food slightly
in front of the other for a good support base. Squat down with back
straight and head up. Do not bend over from the waist! Grip the
object firmly with both hands. Keep elbows and arms close to body.
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Tuck in chin. If lifting a tray, squat down alongside the tray and
slide the tray onto your shoulder and hand.
Lift it! Straighten your knees slowly and smoothly to a stand.
Avoid doing this in a quick or jerky manner. Do not lift and twist at
the same time.
Move it! Keep object close to you. To change position, move your
feet and entire body. Do not twist from the waist. Look where you
are going and call out "coming through" as needed.
Set it down! Bend your knees slowly and smoothly. Slide load into
place; watch your fingers and toes.
Moving a cart properly:
Push rather than pull.
Spread feet wide, one in front of the other with your front knee
bent.
Keep back straight.
Slowly push into the cart with your body weight, using your leg
muscles to do much of the pushing.
Push slowly and smoothly. Avoid sudden motions or twisting your
back.
Preventing Cuts -
Know how to operate equipment.
Pay attention when using sharp equipment. Never touch edges of
sharp blades.
Use guards when provided on equipment.
Use tampers to push food into equipment.
Turn equipment off before adjusting.
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No loose sleeves, ties, or dangling jewelry should be by equipment
Use knives carefully.
Carry dishes and glassware carefully.
Sweep up broken glass; do not use your hands.
Use special container to dispose of broken glass, dishes, and other
sharp objects.
Remove can lids entirely from cans, then dispose of them.
Preventing burns -
Pay attention when working around hot equipment.
Use dry potholders or towels when handling hot equipment. Wet or
moist towels will serve as conductors of heat.
Keep pot handles turned in from the edge of the range and open
flames.
Avoid overfilling containers with hot foods.
Get help lifting heavy pots of hot foods.
Open lids of pots and doors of streamers away from you, and do so
slowly, to avoid a steam burn.
Stir foods with long-handled spoons.
Warn others of hot surfaces.
Let equipment cool before cleaning, and do not use wet rags.
Do not put icy frozen foods into the fryer. Put foods slowly into the
fryer and stand back to avoid being splattered.
Strike match before turning on gas equipment, to avoid a flare-up.
Wear closed-toe and closed-heel shoes that do not absorb liquids.
Warn guest of hot dishes.
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