As a restaurant server, you are responsible for preparing for service, greeting guests, taking orders, serving orders, creating a friendly atmosphere, monitoring alcohol consumption, completing service, and helping coworkers. The training covers all employee knowledge like safety regulations, guest service skills, and position-specific responsibilities for servers like pre-meal preparation, serving meals, and end of shift duties. Servers must learn food handling, restaurant workflows, customer service skills, and responsible alcohol service.

2. Welcome!

3. Restaurant Server
As a restaurant server, you are responsible for:
• Preparing for service
• Greeting guests
• Taking the order
• Serving the order
• Creating a friendly atmosphere where guests can enjoy
themselves
• Closely monitoring guests’ alcohol consumption
• Completing service
• Helping coworkers as needed

4. Course
Structure
1. All Employee Knowledge
2. Position-specific knowledge:
Restaurant Server
3. Job breakdowns: Restaurant
Server

5. All Employee Knowledge:
Learning Objectives

6. List List your property’s fact sheet information.
List List employee policies that affect you.
Understand Understand your property’s social media policy.
Identify Identify property standards and policies regarding uniform.
Understand Understand property standards for personal appearance.

7. Differentiate Differentiate between routine and urgent maintenance and describe the
purpose of each.
Define Define guidelines for the use of property facilities.
Explain Explain the purpose of the Manager on Duty (MOD).
Identify Identify airport and local transportation options.
List List property policies regarding parking, pets, and guest reservations.

8. Identify Identify procedures and safety equipment that protects against bloodborne
pathogens.
Understand Understand procedures to follow in case of emergency.
Explain Explain your role in your property’s security.
Explain Explain property recycling programs and procedures.
Discuss Discuss property lost and found procedures.

9. Understand Understand the role online reviews play in the success of your property.
Recall Recall ways to provide exceptional guest service.
Describe Describe best practices for assisting guests with disabilities.
Understand Understand safe lifting guidelines.
Describe Describe OSHA regulations that pertain to your position at the property.

10. Identify Identify procedures for dealing with guests under the influence of alcohol.
Explain Explain the significance of VIPs.
List
List the locations of points of interest guests might inquire about on and
off your property.
Identify Identify ways to handle and resolve guest requests and complaints.
Explain
Explain policies on guest communication, including telephone and elevator
courtesy.
Identify Identify best practices for working with your team and other departments.

11. All Employee
Knowledge
1. Employee Responsibilities
2. Your Property
Safety Regulations
Quality Guest Service

12. Employee Responsibilities

13. Personal Appearance
Uniforms
Social Media and Phone
Policies
Employee Policies

14. Your Property

15. Your Property’s Fact Sheet
Property Policies
Airport/Local Transportation
Manager on Duty
Use of Property Facilities
Lost and Found
Recycling

16. Safety Regulations

17. Security and Safety Awareness
Emergencies
Bloodborne Pathogens
OSHA Regulations
Safe Work Habits
The Americans with
Disabilities Act

18. Quality Guest Service

19. The Power of the Guest Story
Reputation Management
Teamwork and
Communication with Other
Departments
Guest Communication
Handling and Resolving Guest
Requests and Complaints
Escorting Guests and Giving
Directions
VIPs
Dealing with Guests Under
the Influence of Alcohol

20. Position-Specific Knowledge:
Learning Objectives

21. List List and define some of the basic terms for food preparations and timing,
as well as common food and beverage equipment.
Identify Identify menu omissions and substitutions available at your property.
Discuss Discuss sanitation regulations restaurant servers must follow, including
keeping foods out of the temperature danger zone.
List List basic kitchen safety guidelines that restaurant servers should follow.
Describe Describe ways that restaurant servers work together to meet superior
performance standards.

22. Discuss Discuss how anticipating guest needs can lead to exceeding guests’
expectations and contributing to an enjoyable dining experience.
Demonstrate Demonstrate customer-service oriented ways to greet and seat guests and
approach the table.
List List various types of glassware, dishware, cutlery, and linens used at your
property.
Explain Explain how to safely prepare and carry service trays.
Describe Describe how to set up the restaurant and sidestations.

23. Explain Explain how to maintain tables throughout a meal.
Discuss Discuss how to respond to dissatisfied guests.
Explain Explain how to serve beverages, serve a meal, and check back to the table.
Explain Explain how to suggestively sell and upsell.
Review Review the steps for taking food orders.

24. List List your property’s tipping policies.
Identify Identify procedures for dealing with guests under the influence of alcohol.
Define
Define terms associated with alcohol service, including types of beer, wine,
and liquor.
Outline Outline the sequence of service for breakfast, lunch, and dinner.
Explain Explain how to present guests checks and settle bills.
Discuss Discuss ways to prepare takeout items.

25. Position-Specific
Responsibilities
1. Getting to Know the
Restaurant Server
2. Pre-Meal Preparation
During the Meal

26. Getting to Know the
Restaurant Server

27. What is a Restaurant Server?
Working as a Team
Kitchen Safety
Health Department and
Sanitary Regulations
Restaurant Menus
Food Preparation Terms and
Timing
Food and Beverage
Equipment Terms

28. Pre-Meal Preparation

29. Sidestations
Trays and Tubs
Glassware Types and Uses
Dishware
Cutlery
Linens Terms

30. During the Meal

31.  Approach the Table
Anticipate Guest Needs
Serve Beverages
Take Food Orders
Suggestive Selling and Upselling
Serve the Meal
Check Back on the Table
Respond to Dissatisfied Guests

32. Maintain Tables
Check Stations
Sell After-Dinner Items
Prepare Takeout Items
Present the Guest Check
Settle Guest Checks
Follow the Sequence of Service
Alcoholic Beverages
Responsible Alcohol Service
Tipping Policies

33. Job Breakdowns

34. Pre-Meal
Use Trays and Tubs
Check Salt and Pepper Shakers and Grinders
Check Sugar Caddies
Check Condiments
Prepare Lemons and Garnishes
Set Up Bread Stations
Set Up Hot Beverage Stations
Set Up Espresso and Cappuccino Stations
Set Up Water and Iced Tea Stations
Set Up Ice Buckets
Set Placemats and Tablecloths
Set Place Settings
Set the Center of the Table
Use Linen Hampers
Handle Trash Cans
Set Up the Dish Breakdown Station
Take Restaurant Reservations
Maintain the Buffet

35. Welcome and Seat Guests
Take Orders
Take and Process Beverage Orders
Serve Beverage Orders
Serve Food Orders
Check Back with Guests
Serve Coffee
Serve Hot Tea
Serve Espresso and Cappuccino
Serve Bottled Wine/Champagne/Sparkling
Wine
Maintain and Clear Tables
Sell After-Dinner Items
Prepare Takeout Orders
Present Check and Process Payment
During the Meal

36. Clear and Reset the Table
Break Down Stations
Complete End-of-Shift Duties
After the Meal
End-of-Shift