Kitchen Training Manual

8/10/2019 Kitchen Training Manual

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SERVER

TRAININGMANUAL

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Server Training Manual

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Table o! "ontents

INTR#$U"TI#N

SERVER %UN"TI#NS & RES'#NSI(ILITIES

General "o# Gui$elines An$ Res%onsi#ilities

Server O%ening Pro&e$ures

Server 'losing Pro&e$ures

T)E GUEST You Must e A#le To Serve Man( )i*erent T(%es O+ Guests

I Am Your Guest

Servi&e

*UALIT+ "#NTR#L

T,ings to loo- +or #e+ore leaving t,e -it&,en.

TA(LE INTR#$U"TI#N

Or$ering Pro&e$ures

'oo-ing Times Han$ling Timing Pro#lems

'ERS#NAL A''EARAN"E 0ni+orm

)ining Room )ress 'o$e

SUGGESTIVE SELLING

S'E"IALS & %EATURES #% T)E $A+

"#%%EE , TEA , $ESSERTS

-INE SERVI"E

1ARIATIONS

"L#SING #UT A TA(LE Presenting t,e ',e&-

T,e Fareell

Met,o$s o+ Pa(ment

Han$ling 'as,

")E".,#UT 'R#"E$URES

Over Rings Or 1oi$s

House Promo

Manager Promo

Em%lo(ee )is&ount/'ustomer )is&ount

No You Are Rea$( To ',e&- Out33

AL"#)#L A-ARENESS

To serve or not to serve4

Server Training Manual /


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SANITATI#N

SA%ET+

Ma5or &ause o+ +oo$ #orne illness

Ala(s as, (our ,an$s a+ter (ou

)is%ose o+ aste %ro%erl(

!ee% inse&ts an$ animals out #(

Han$le i&e an$ ta#leare %ro%erl(

Avoi$ &ross &ontamination +rom one +oo$ item to anot,er

Store +oo$s an$ e6ui%ment %ro%erl(

7,en &leaning stationar( e6ui%ment Preventing +alls

Preventing ele&tri& s,o&-

Li+t Pro%erl(

Moving a &art %ro%erl(

Preventing 'uts

Preventing #urns

Preventing 8res

Sa+e &,emi&al ,an$ling

Rea$ing t,e MS)S 9Material Sa+et( )ata S,eets:

"#N"LUSI#N

Server Training Manual 0


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Introduction

'ongratulations on #eing sele&te$ to %er+orm one o+ t,e most im%ortant;

&,allenging an$ rear$ing 5o#s at s e?%erien&e@ You ill $etermine

,et,er ea&, guest +eels el&ome; a%%re&iate$ an$ell &are$ +or@

7e ill %rovi$e (ou it, t,e training (ou nee$ to #e

su&&ess+ul@ 7e ta-e great %ri$e in our 6ualit( +oo$ an$

+rien$l(; res%onsive servi&e@ Our ,ig, stan$ar$s &an

onl( #e maintaine$ t,roug, great %eo%le li-e (ou ,o

s,are our values an$ $esire to $o t,e ver( #est 5o#

%ossi#le +or our guests ever( $a(@

As a server; it is essential t,at (ou maintain an energeti&; +rien$l( an$ &aring

attitu$e at all times@ It is (our res%onsi#ilit( to see t,at ea&, guest is ma$e to +eel

s%e&ial an$ en5o(s our +un atmos%,ere an$ great +oo$ an$ #everages@

T,e gui$elines liste$ on t,e +olloing %ages ,ave #een esta#lis,e$ to ,el% (ou in

(our e*ort to %rovi$e t,ese 6ualities to our guests@ Along it, t,e ,an$son training

(ou ill re&eive; t,is manual ill %rovi$e ansers to 6uestions (ou ma( ,ave

regar$ing (our tas-s; res%onsi#ilities an$ o%erating %ro&e$ures +or


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Ser2er %unctions & Responsibilities

Su&&ess+ul sales an$ servi&e result +rom &on8$en&e; ,i&, &an onl( #e $evelo%e$

t,roug, -nole$ge@ 7e ill %rovi$e (ou it, am%le material to $evelo% t,e

ne&essar( -nole$ge an$ &on8$en&e in relation to servi&e te&,ni6ues; t,e menu

an$ t,e ine list@ You; as a server +orre at t,e ta#le ma-e sure (our min$ is at t,e ta#le too@ Guests

&an tell ,en t,eir server is not totall( mentall( %resent it, t,em at t,e



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ta#le an$ it ,as a negative im%a&t on t,e guests> e?%erien&e an$ t,e

server>s ti%@

I+ (ou get #e,in$; as- +or assistan&e@ You>ll never get in trou#le +or

as-ing@

!ee% (oursel+ geare$ u% so t,at (ou are rea$( +or an( rus,@ 7e get

most o+ our &om%laints $uring t,e Restaurant>s slo %erio$@

)on>t ever stan$ aroun$ or lean on an(t,ing@ You &an ala(s #e

&leaning@ Running &leanu%; i%ing s,elves or t,e sales station; ta-ing #ustu#s to t,e #a&-; et&@ A server never goes into; or leaves; t,e -it&,en

em%t( ,an$e$@ Full ,an$s in; +ull ,an$s out3

Ala(s #e sure t,at all (our +oo$ is se&ure ,en (ou leave t,e -it&,en@

Never attem%t to &arr( too mu&,@ To sa+e tri%s are #etter t,an one

&atastro%,e@

Ala(s ENTER t,e -it&,en -ee%ing to t,e rig,t@ Ala(s al- 6ui&-l(;

#ut never run@ T,is ill %revent serious a&&i$ents an$ e?tra or- +or

ever(one@

I+ an or$er is $ela(e$ in t,e -it&,en; 8rst in+orm t,e manager; an$ t,en

tell (our &ustomers@ T,e manager ill go to t,e ta#le an$ e?%lain t,e

situation as ell@ Get (our stories straig,t@ Never ,i$e +rom (our

&ustomers@

Learn to use (our time isel(@ 7,en in (our station; &,e&- all t,e

ta#les #e+ore going #a&- to t,e -it&,en@ )on>t go to one ta#le t,en go to

t,e -it&,en@ 'onsoli$ate (our tri%s@ Fill u% all glasses in (our ,ole station;

&lear all %lates; an$ t,en go on to somet,ing else@ T,is is t,e se&ret to

running volume an$ ma-ing more mone(@

Ala(s tr( to ta-e out &om%lete or$ers@ I+ t,e entire or$er is rea$(

e?&e%t +or a si$e or$er; li-e a vegeta#le; ta-e out t,e entrees an$ ,ave

someone +ollo (ou in a +e se&on$s it, t,e si$e or$er@ )on>t let t,e

entrees get &ol$ #e&ause o+ a si$e or$er@ Ever(t,ing goes out ,ot@



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I+ (our entire se&tion &lears at one

time; $on>t ta-e or$ers +rom +our or 8ve

ne ,its at on&e@ You>ll en$ u% running

(oursel+ to $eat, +or tent( minutes;

an$ t,en ,ave not,ing to $o +or ten@

Ta-e one or$er; t,en go to t,e ne?t

ta#le an$ tell t,em (ou ill #e rig,t

#a&- to ta-e THEIR or$er@ Ta-e $rin-s

an$ a%%etiBers out to t,e 8rst ta#le;

an$ t,en go to t,e ot,ers@ Never ta-e

t,ree or +our sala$s out at one time@

T,is onl( means t,at (ou ill ,ave

t,ree or +our or$ers o+ ,ot +oo$ &oming

out at t,e same time; ,i&, oul$ #e

im%ossi#le to get out all at on&e@ T,in-

a,ea$@

You on>t #elieve ,o %atient %eo%le ill #e i+ t,e( 5ust see (ou@ )on>t

,i$e +rom (our &ustomers@ I+ (ou use t,is met,o$ in ta-ing or$ers; (ou ill

8n$ t,at (our +oo$ ill #e out more &onsistentl(

on time; an$ (ou ill give mu&, #etter servi&eover all@ You ill ,ave more time to &onverse it,

(our &ustomers@ Peo%le loo- +or more t,an 5ust

goo$ servi&e an$ +oo$ ,en t,e( go out to$a(@

T,e( ant a total $ining e?%erien&e@ T,e( loo- +or

t,at little e?tra %ersonal tou&, ,i&, onl( (ou as

t,eir server &an give t,em@ Never s%en$ more

t,an to minutes aa( +orm (our station@ No

server ever ma$e an( mone( in t,e -it&,en@

An(time (ou ait on a &ustomer; %ut (oursel+in t,eir %la&e an$ as- (oursel+ i+ (ou oul$ #e

,a%%( it, t,e 5o# (ou $i$ at t,at ta#le@

I+ one %erson as-s +or somet,ing at a ta#le;

ma-e sure (ou as- ever(one at t,e ta#le i+ t,e( too oul$ li-e t,at item@

T,is ill save (ou a lot o+ e?tra tri%s@ I+ one %erson re6uests more tea; as-

ever(one at t,e ta#le i+ t,e( nee$ more tea@

7,en serving &o*ee or ,ot tea; ala(s turn t,e &o*ee &u% so t,e

,an$le is +a&ing t,e &ustomer@ Pla&e t,e &u% on t,e rig,t si$e@ As- %eo%le

i+ t,e( oul$ li-e &ream ,en t,e( %la&e t,eir or$er +or &o*ee instea$ o+

ma-ing an e?tra tri% later@



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7,en %ouring tea or ater; never ,an$le t,e rim o+ t,e glass an$

ala(s ta-e t,e glass o* t,e ta#le an$ %our in t,e aisle@

7,enever (ou are rea&,ing a&ross someone or serving in +ront o+

someone; e?&use (oursel+@

Ala(s -ee% (our 8ngers an$ t,um# o* t,e %lates (ou serve@

Pun&tualit( is ver( im%ortant@ I+ (ou get to or- late; (ou start out

#e,in$@ E ON TIME@

7e -no t,at servers or- +or ti%s@ All %eo%le $o not realiBe t,is@ I+ (ou

get slig,te$ on a ti%; it ma( #e #e&ause %eo%le t,in- t,e ti% is in&lu$e$ in

t,e #ill or #e&ause t,e( 5ust $on>t li-e to ti%@ T,e &ustomer is NOT re6uire$

to ti%@ I+ (ou get sti*e$; it is un+ortunate; #ut (ou must ta-e t,e goo$ it,

t,e #a$@ An( &ustomer +ee$#a&- a#out an em%lo(ee regar$ing a #a$ ti%

ill not #e tolerate$ an$ is groun$s +or imme$iate $ismissal@

NE1ER SIT )O7N 7ITH A '0STOMER or +rien$ ,ile on $ut(; even i+

t,e( as- (ou to@

7,en aiting on %arties o+ one; or an a&e as t,e( are &alle$ in t,erestaurant #usiness; s%e&ial attention s,oul$ #e %ai$ to t,em@ T,e( are

generall( in an$ out 6ui&-er t,an ot,er %arties; an$ t,e( are usuall( t,e

#est %er&entage ti%%ers@

I+ a &ustomer leaves (ou an o*er to #u(

(ou a $rin-; 5ust tell t,em (ou ill #e ,a%%( to

a&&e%t t,e o*er anot,er time; ,en (ou are

not on $ut(@

T,e most negle&te$ &ustomer in t,erestaurant is t,e late &ustomer@ Peo%le ,o

&ome in t,e last +e minutes o+ t,e evening

are usuall( t,e #est ti%%ers@ T,e( $on>t &are

,o #us( it as or ,o tire$ (ou are@ T,e(

are ,ere to en5o( t,emselves@ Restaurants are

note$ +or ,urr(ing along late &oming &ustomers@ 7e are not rus,ing t,em;

#ut e must get t,eir or$er #e&ause t,e -it&,en is &losing@ T,e( ma( sit

t,ere an$ en5o( t,eir meal as long as t,e( is,@ Treat t,em as t,oug,

t,e( are t,e 8rst &ustomers o+ t,e evening@

A ti% s,oul$ never #e remove$ +rom a ta#le ,ile t,e &ustomer is still

t,ere@ 0nless; ,oever; t,e &ustomer ,an$s it to (ou or motions +or (ou to

&ome an$ get it@



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I+ (ou are ,aving a %ro#lem it, a $oor ,ostess or anot,er em%lo(ee;

go $ire&tl( to t,e manager@ )o not ,arass t,e em%lo(ee@

I+ (ou must go to t,e #at,room $uring t,e s,i+t; as- someone i+ t,e(

ill %lease at&, (our station ,ile (ou are gone; an$ in+orm a manager

so t,at t,e( are not loo-ing +or (ou@

0naut,oriBe$ %ersons are not alloe$ in t,e -it&,en@ I+ one a%%ears;

%olitel( #ut 8rml( es&ort t,em out an$ get t,e manager; or ,omever it

as t,e( ante$ to s%ea- to@

No server is to &,ange ,is or ,er station or %i&- u% e?tra ta#les it,out

t,e &onsent o+ t,e manager on $ut(@

Ti%s are not in&lu$e$. e?&e%t +or %arties o+ C or more; an$ onl( it, t,e

manager>s &onsent 9D:@

Never serve a sala$ on ,ot %lates@

Ala(s &,e&- (our glassare +or &ra&-s an$ $rie$ +oo$ #e+ore 8lling

t,em@

No eating or $rin-ing in +ront o+ t,e ,ouse $uring o%erating ,ours@ No

gum &,eing or smo-ing E1ER@

Never attem%t to a$5ust t,e lig,ts or t,ermostats in t,e Restaurant@ I+

t,ere is a %ro#lem; get a manager@

A sales station &an onl( #e o%ene$ or &lose$ #( a manager@ NO

E'EPTIONS@

Serve +oo$ +rom &ustomer>s le+t@

Serve #everage +rom &ustomer>s rig,t@

'lear ever(t,ing +rom &ustomer>s rig,t@

Serve omen an$ &,il$ren 8rst; t,en men@

7,enever (ou serve a &ourse; as- i+ t,ere is an(t,ing else (ou &an $o

+or t,e ta#le@



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7,enever serving a &ourse;

%osition t,e %late so t,at t,e meat o+

t,e &ourse is &losest to t,e &ustomer@

Remove soile$ &,ina an$ silver

a+ter ea&, &ourse@

To% o* it, o*er o+ a$$itional

#everages ,enever an(one is getting

lo@

ring &on$iments to t,e ta#le #e+ore t,e( are nee$e$@

O*er +res, groun$ %e%%er it, all sala$s@

Never al- aa( +rom a ta#le it,out a&-nole$ging its re6uests@

Never allo as,tra(s to 8ll u%@ 'a% t,em an$ &,ange t,em o+ten@ One

#utt is enoug,; to #utts are too man(@

Never assume t,at t,e &,ange is (our ti%3

SERVER #'ENING 'R#"E$URES

ATT)E(EGINNING#%EA")S)I%T

D@ Atten$ to all essentials 9restroom; uni+orm a$5ustments; grooming:

#e+ore or-@

2@ 'lo&- in no sooner t,an minutes #e+ore t,e start o+ (our s,i+t unless

tol$ ot,erise +rom a manager@

@ ',e&- (our station assignments@

J@ ',e&- t,e )ail( Servi&e oar$ +or s%e&ials; sou% o+ t,e $a(; CK>$

items; et&@

5. 'on$u&t (our station &,e&- %oints

Ta#les i%e$

'lean in$o sills

Ta#le #ase &lean

',airs i%e$

'on$iment &ontainers &lean an$ +ull



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Salt an$ %e%%er s,a-ers &lean an$ +ull

Floor &lean

K@ Per+orm o%ening si$eor- 9ra%%ing

silverare; ma-ing tea; &utting lemons:

SERVER "L#SING 'R#"E$URES

ATT)EEN$#%EA")S)I%T

D@ 7,en station &loses; %er+orm t,e +olloing

7i%e ta#les

'lean &,airs seats; #a&-s an$ legs

7i%e in$o sills

'lean ta#le #ases

'on$iment &ontainers &lean an$ +ull

Sales %e%%er s,a-ers &lean an$ +ull

'lean oor

2@ 'om%lete assigne$ &losing si$e or- $uties

@ egin &,e&-out %ro&e$ures

J@ 'lo&- out



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Th e

Guest

Ne2er underestimate the importance o! a :uest;;;

A guest is not $e%en$ent u%on us e are

$e%en$ent u%on ,im 9or ,er:@

A guest is NE1ER an interru%tion o+ our or- ,e is

t,e %ur%ose o+ it@

A guest $oes us a +avor ,en ,e &omes ,ere e

are not $oing ,im a +avor #( serving ,im@

A guest is %art o+ our #usiness not an outsi$er@

A guest is not a &ol$ statisti& ,e is a es, an$ #loo$ ,uman #eing

it, +eelings an$ emotions; li-e our on@

Server Training Manual 8/


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A guest is a %erson ,o #rings us ,is ants it is our 5o# to 8ll t,ose

ants@

A guest is $eserving o+ t,e most &ourteous an$ attentive treatment e

&an give ,im@

A guest is t,e li+e#loo$ o+ [Restaurant Name]nition o! ?ser2ice? accordin: to -ebster. To or- +or@ To minister to@ To set

on a ta#le +or a meal@ To manage or or-@ To $eliver or transmit@

The 'roblem. 7e#ster never or-e$ in a restaurant or too- &are o+ our guests@

[Restaurant Name]@s de>nition o! ser2ice=

&T'e (anner )n *')+' t'e +usto(er )s treate,&

I+ (ou t,in- e are in t,e restaurant #usiness; (ou are rong3 7e are in t,e

#usiness o+ retail sales@ 7e manu+a&ture a variet( o+

%ro$u&ts an$ mer&,an$ise in our -it&,en an$ #ar@

T,en; e o*er it +or sale to &ustomers in a $is%la(

servi&e area -non as &ounter to%s; ta#les; an$

$ining rooms@ 0nli-e most retail o%erations; su&, as

$e%artment stores; our %ro$u&t ,as a limite$ s,el+ li+e;

$ue to %otential s%oilage@

T,ere is a greater sense o+ urgen&( +or selling;

moving; an$ serving our %ro$u&ts@ Our Restaurant is

not merel( a %la&e to eat or $rin-; #ut rat,er a

#uil$ing $esigne$ to a&&ommo$ate; +a&ilitate; an$ %romote t,e retail sales o+ +oo$

an$ #everage to &ustomers t,roug, servi&e@ 7e %rovi$e servi&e as a a( o+ ma-ing

sales to our guests@

To Ser2e Is To Sell

You $on>t #u( &oal (ou #u( ,eat

You $on>t #u( glasses (ou #u( vision

You $on>t #u( &ir&us ti&-ets (ou #u( t,rills

You $on>t #u( t,e %a%er (ou #u( t,e nes

You $on>t #u( &ir&us ti&-ets (ou #u( t,rills

You $on>t #u( t,e %a%er (ou #u( t,e nes

You $on>t #u( $inner (ou #u( sales an$ servi&e@



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T)E$I%%EREN"E(ET-EENA RESTAURANTAN$#T)ERRETAILSALES

#RGANIATI#NS=

In a restaurant; e manu+a&ture AN) sell our %ro$u&t un$er t,e same

roo+@

In a restaurant; e -no our guests are

,ere to #u(; not #rose 9no one &omes in to

tr( on t,e %asta:@

In a restaurant; our guests ma( return asman( as t,ree times a $a( 9lun&,; ,a%%( ,our;

an$ $inner:@ Alt,oug, t,is is unli-el(; some

guests ma( #e regulars; $a( a+ter $a(@ No one

#u(s t,e same s,oes; %ants; or so&-s t,ree $a(s in a ro@

)e%artment stores %rovi$e servi&e@ Restaurants %rovi$e ,os%italit(. a

arm +eeling +rom +ee$ing #ot, t,e #o$( an$ t,e soul@

More entertainers o%en restaurants an$ #ars t,an $e%artment stores@

7,(4 e&ause t,is is s,o#iB3

Our +un&tion as a Restaurantis to a&6uire an$ maintain #usiness; to turn &asual

&ustomers into lo(al; re%eat guests@

%IVE(ASI"S#%SERVI"EEB"ELLEN"E=

Loo- at me@

Smile at me@

Tal- to me@

Listen to me@

T,an- me@

REMEM(ERC EVER+RESTAURANT#-ESITSEBISTEN"ET#ITS"UST#MERS nee$s@ Anti&i%ate ,at t,e( ill ant@

Learn to rea$ e?%ressions an$ #o$( language@ I+ a &ustomer is

+ranti&all( ru##er ne&-ing; aving ,is arms; or no$$ing; &,an&es

are ,e nee$s somet,ing@ T,e more ,e must as- +or servi&e; t,e less

en5o(a#le ,is evening ill #e@ T,e ti% ,e leaves (ou ill ree&t ,is

+eelings@

You ill #e traine$; #( our most e?%erien&e$ 6uali8e$ %eo%le@ T,e

more attentive; ent,usiasti&; an$ %atient (ou are; t,e sooner (ou

ill $evelo% t,e or- ,a#its ,i&, ma-e (ou an e?&ellent server;

&a%a#le o+ ta-ing great &are o+ our guests an$ #e rear$e$

8nan&iall( too@

Servi&ing t,e %u#li&; in an( #usiness; re6uires a vast amount o+

,umilit( an$ %atien&e@ Ala(s maintain a +rien$l(; #ut %ro+essionalattitu$e@ I+ (ou nee$ ,el%; AS! FOR IT@ Even i+ (ou #e&ome an

e?&ellent server; t,ere ill #e times ,en (ou ill get #e,in$@ Have

enoug, &onsi$eration +or (our &ustomers; an$ t,e ,ouse; to get assistan&e 7HEN

NE'ESSARY@ Remem#er Teamor- no #usiness &an survive it,out it@ 7e ,ave

%rovi$e$ (ou it, a servi&e manual@ In it e ,ave outline$ some ,el%+ul suggestions

to ma-e (our 5o# ,ere more %ro8ta#le an$ en5o(a#le@ T,ese are t,e tools o+ (our

tra$e@ 0se t,em isel( an$ t,e( ill ,el% (ou %ros%er@

Arrive on time +or (our s,i+t %ro%erl( $resse$; it, s&ru##e$ ,an$s an$ nails;

%resse$ s,irt; an$ &lean s,oes@ I+ (our a%%earan&e is slo%%(; (our %er+orman&e ill

#e slo%%(@ Your a%%earan&e; $ress; %osture; an$ e?%ressions #roa$&ast to ever(one

,o (ou +eel a#out YO0@ Ta-e %ri$e in (oursel+; an$ ot,ers ill #e %rou$ o+ (ou@

Intro$u&e (oursel+@ 'ustomers ant to -no ,o is serving t,em. It is t,e a$$e$

%ersonal tou&, t,e( en5o(@ Also; i+ t,e( ,ave en5o(e$ t,eir visit; t,e( &an re6uest

(our station again@ T,e( mig,t even tell t,eir +rien$s to as- +or (ou@ 'all %arties are

t,e #est ti%%ers@ In t,is manner; (ou &an $evelo% a +olloing@

7,en %eo%le go out to eat; t,e( ant to rela?@ T,e( ant (ou to ,el% t,em $e&i$e

,at to eat; ,en to or$er; ,at to $rin-; et&@ You are t,ere to +ul8ll t,eir nee$s@

)on>t #e %us,( $o #e &on8$ent@ O+ten a &ustomer is nervous@ It is (our 5o# to ma-eguests +eel &om+orta#le; so &om+orta#le t,e( ant to &ome #a&-@



20/53

)on>t #e a+rai$ o+ &ustomers@ Q o+ t,e %eo%le $ining out on>t noti&e a small

mista-e@ e rela?e$; #ut alert; an$ e&ient@ Ala(s #e in &ontrol o+ a situation@ e

strong; (et %olite@

Ala(s #e (oursel+@ )evelo% (our on ta#lesi$e manner@ Avoi$ using re%etitious

%,rases or seeming %lasti&@ Your &ustomers ill -no (ou are +a-ing it; an$ t,e(

ill resent (our attitu$e@

"UST#MERSERVI"ETURN#%%S=

)irt( %lates in ,an$ ,en greeting &ustomers; Hi; rea$( +or $essert4

Not -noing ,at t,e( are $rin-ing; i@e@; I t,in- t,is is t,e )iet

'o-e@@@

)is&ussion Grou%s o+ t,ree or +our i$le servers@ All $is&ussions s,oul$

#e ,el$ in em%lo(ee #rea- area; $uring a%%rove$ #rea- %erio$@

Not

a&-nole$ging

aiting guests@

Ansering t,e

%,one it, Hol$

%lease@

Greeting guests

it, a num#er;

i@e@; To4 instea$

o+ a smile an$

7el&ome3 7ill

an(one #e 5oining(ou +or lun&,

to$a(4



21/53

*ualitD "ontrol

ualit( &ontrol is a %rimar( res%onsi#ilit( o+ ever( em%lo(ee serving +oo$ an$ $rin-s

to t,e &ustomer@ You are t,e last %erson to &ome in &onta&t it, t,e +oo$ #e+ore t,e

&ustomer $oes@ I+ somet,ing $oes not loo- rig,t or is not %resenta#le; )O NOT

SER1E IT3 T,e sa(ing Peo%le eat it, t,eir e(es is ver( true@ Ma-e sure all o+ (our

%ro$u&ts loo- goo$ on t,e %lates@

T)INGS T# L##. %#R (E%#RE LEAVING T)E .IT")EN=

D@ )#T !ood@ Fe t,ings are more #asi& #ut more im%ortant@ ',e&- to see o+

(our +oo$ is ,ot@ "ust #e&ause somet,ing is in t,e in$o; $oes not mean

t,at it is ,ot@ I+ it is not ,ot; )O NOT TA!E IT O0T@ Tell t,e manager@ NE1ER

(ell or argue it, a &oo-@ Go $ire&tl( to t,e manager@ T,is ill alleviate a lot

o+ %ro#lems@

2@ "lean plates@ Ala(s &,e&- an( %lates; mugs; silverare; an$ na%-ins#e+ore (ou %resent t,em to t,e &ustomer@ ',e&- +oo$ #as-et +or grease s%ots;

s%ille$ +oo$; et&@

@ "orrect portions@ Ala(s &,e&- to see t,at t,e %ro$u&t is in t,e rig,t

%ortions@ Ma-e sure (ou are ta-ing YO0R or$er@ T,is &an #e ver(

em#arrassing at t,e ta#le@ Ala(s as- (oursel+ i+

(ou oul$ eat t,at item i+ it ere #roug,t to (ou@

J@ "all !or bac,ups@ I+ somet,ing in t,e -it&,en loo-s

lo an$ (ou are a#out to run out; TELL SOMEONE@ I+

(ou ta-e one o+ t,e last #ols o+ sou%; &all +or #a&-

u%s@ I+ t,e sala$ is arm or ilte$; $o ever(one a

+avor; an$ sa( somet,ing #e+ore t,e &ustomer is

serve$@

@ -hen brin:in: out drins; #e &ertain t,e glass is

&lean; 8lle$ to t,e %ro%er level; an$ t,at t,e garnis,

is &orre&t; +res, an$ attra&tive@

K@ "old !oodis as eFuallD important as hot !ood@

Ma-e sure &ol$ +oo$s are going out &ol$; not arm

or &ool; #ut &ol$@



22/53

@ (rin: necessarD condiments ith order. i@e@; -et&,u%; mustar$;

Parmesan &,eese; et&@

C@ "hec bac@ @ @ it,in to #ites to ma-e sure ever(t,ing is %er+e&t@ )on>t

sa(; Is ever(t,ing o@-@4 Guests ,ere t,is trite sa(ing so o+ten it>s

meaningless@ Sa( somet,ing li-e; Ho>s (our 8let &oo-e$4 e s%e&i8& an$

sin&ere in anting to -no t,e anser@

@ I! the customer is not satis>ed@ @ @ or t,ere is

o#viousl( somet,ing rong at t,e ta#le; i@e@;

&ra&-e$ glass; +oreign o#5e&t in +oo$; not &oo-e$

%ro%erl(; et&@; use t,e +olloing ste%s.

A%ologiBe@

Remove t,e items imme$iatel(@

Get a manager@ Management ill ta-e t,e

ne&essar( ste%s in ma-ing sure t,at t,e

%ro#lem is &orre&te$ an$ t,at t,e &ustomer is

DQQ satis8e$@

DQ@Remem#er; t,e a%%earan&e o+ t,e e?terior o+ t,e

#uil$ing; t,e greeting o+ t,e ,ost; t,e &leanliness

o+ t,e restrooms; t,e a%%earan&e o+ t,e sta*;

t,e 6uen&,ing taste o+ our #everages; t,e avor

an$ +res,ness o+ our +oo$; are all e6ual 6ualit(

%oints@ 7E must &ontrol +or t,e e?%erien&e o+ our

guests@

Server Training Manual


23/53

Table Introduction

"RITI"ALL+ IM'#RTANT;; Imme$iatel( a&-nole$ge all ne %arties in(our se&tion@ Regar$less o+ ,o #us( (ou are (ou are never too #us( to let (our

&ustomers -no (ou see t,em@ T,e( &ome ,ere to #e ta-en &are o+; so $on>t start

out t,eir $ining e?%erien&e #( ignoring t,em@ All ne &ustomers s,oul$ #e greete$

it,in one minute@

I+ (our ,an$s are +ull; t,e &ustomer -nos automati&all( t,at (ou &an>t ta-e t,eir

or$er; at t,at minute@ You &an %ause; smile; an$ sa( Hi; I>ll #e it, (ou in 5ust a

minute@ T,is ill satis+( t,e &ustomer so t,at t,e( +eel im%ortant an$ ill #e a#le to

rela? until (ou return@

7,en a%%roa&,ing a ta#le (our o#5e&tive is to ma-e (ou guests +eel el&ome an$

&on8$ent in -noing (ou>re t,ere to ta-e &are o+ t,em@ You ma( $evelo% (our st(le

an$ manner o+ a&&om%lis,ing t,is #ut ,ere are some

suggestions to ,el% (ou get starte$.

D $on@t start out bD :i2in: Dour name@ 0nless

(our guests alrea$( -no (ou; t,e( $on>t reall(

&are ,at (our name is at t,is %oint@ Fo&us on

THEM@ Ma-e t,em +eel el&ome t,at t,e(>ve

ma$e a goo$ $e&ision to #e at our restaurant an$

give t,em a sense t,e(>re in +rien$l(; &om%etent

,an$s@ e o#servant; not s&ri%te$@ It>s o@-@ to %a(

someone at t,e ta#le a sin&ere &om%liment or tr(

to o%en u% some +rien$l( ra%%ort@ Later in t,e

meal it>s goo$ to give t,em (our name #( sa(ing

somet,ing li-e; ( t,e a(; m( name is An$re; 5ust let me -no i+ (ou

t,in- o+ an(t,ing else (ou>$ li-e@

2 A!ter deli2erin: !ood to the table; give t,e &ustomer a +e minutes to tr(

t,e $is,; an$ t,en return to t,e table. 'ow is your steak cooked) /an ( get

you another...Scotch and water, ice tea)'7,en &,e&-ing on +oo$ items;

ala(s a&&entuate t,e %ositive; an$ eliminate t,e negative@ )o as-; 'id you

like the way your steak was cooked)0 )on>t as-; '*as everything ok

tonight)'As- an intelligent; s%e&i8& 6uestion an$ s,o (ou>re &on&erne$

a#out t,e anser (ou get@ I+ somet,ing isn>t rig,t; $o ,at (ou &an ma-e itrig,t@

Each time Dou tae an order; #e aare o+ ,at mig,t elevate t,e guests>

e?%erien&e@ e rela?e$ an$ +rien$l(; %olite an$ %ro+essional@ Have an i$ea

Server Training Manual /


24/53

,at e?tras 9a%%etiBers; si$es; et&@: (ou are going to suggest #ase$ u%on

,at (ou genuinel( t,in- ill en,an&e (our guest>s $ining e?%erien&e@ Allo

t,e &ustomers to 8nis, or$ering #e+ore (ou 5um% in it, suggestions@ I+ t,e(

,esitate; t,en it>s (our turn@ '1ay ( suggest the 234356 1N5 (-17) (t!s a

one o our most popular dishes.'I+ t,e( still ,esitate; (ou mig,t sa(

somet,ing li-e; '*ould you like to have a little longer to decide) -ake your

time and let me know i ( can answer any $uestions.'

J .no e2erDthin: on the menuin terms o+ ,at is in it; an$ ,at oul$ go

ell it, it@ T,is ill #e &overe$ in $etail in (our initial training an$ ill #e

en+or&e$ o+ten in our %res,i+t meetings@

Su::est premium liFuorin all &o&-tails@ It ma-es t,e $rin- taste #etter;

servers are ti%%e$ more; an$ ,en t,e guest $rin-s #etter; t,e server $rin-s

#etter@

K Get Dour :uests@ >rst drinsto t,em it,in 8ve minutes +rom ta-ing t,e

or$er no longer@

Su::est speci>c appetiHers#e+ore (ou leave t,e ta#le to get t,eir 8rst

$rin-s@ It saves (ou time an$ ste%s@

C Learn and use :uests@ names,en a%%ro%riate@ Ala(s use Mr@ or Ms@

unless (ou>re tol$ or (ou>re a#solutel( sure it>s %ro%er to use a guest>s 8rst

name@

Mae speci>c su::estionsat ever( ste% o+ t,e meal i+ (ou t,in- it>s

a%%ro%riate. $rin-s; a%%etiBers; si$es; ine; $esserts; a+ter$inner $rin-s@

Ala(s -ee% in min$; (our 8rst o#5e&tive is to s,o (our guests a marvelous

time; not P0MP 0P THE 'HE'!@ 0se (our #est 5u$gment ,ere@ Sure e ant

to sell; #ut more im%ortantl(; e ant our guests to leave $elig,te$ so t,e(

RET0RN3

#R$ERING 'R#"E$URES

7,en a%%roa&,ing t,e ta#le; #e sure to ,ave (our %en rea$(; #oo- o%en; an$ %a$

rea$(@ As- t,e &ustomer i+ t,e( ,ave an( 6uestions &on&erning eit,er t,e s%e&ials or

entrees@ A+ter ansering all t,e 6uestions; i+ t,ere are an(; as- i+ (ou &an ta-e t,eir

or$er@

T,roug, eit,er e(e &onta&t or ver#al a$$ress; (ou ma( start to ta-e t,eir or$er@ e

sure to gat,er all in+ormation +rom ea&, guest #e+ore %ro&ee$ing to t,e ne?t@ I+%ossi#le; (ou s,oul$ ta-e t,e or$er +rom omen an$ &,il$ren 8rst; an$ t,en t,e

men@



25/53

Position num#ers must i$enti+( &ustomers

t,us; t,e or$ers s,oul$ #e ritten an$ or$ere$

in relation to %osition UD@ Position UD is t,e

seat &losest to t,e 8rst %erson to (our le+t@

Moving in a &lo&-ise $ire&tion; &ontinue ta-ing

t,e or$ers@ I+ no one is sitting in %osition UD;

move in a &lo&-ise $ire&tion until (ou 8n$ a

&ustomer@ T,is &ustomer ill #e&ome t,e

%osition UD &ustomer@ T,e reason is t,at e

nee$ to -no ,o gets ,at@ 7e use a runner s(stem so t,ere>s a goo$ &,an&e

someone ot,er t,an (ou ill #e $elivering t,e +oo$ to t,e ta#le@ T,e runner must

-no ,ere to %la&e t,e +oo$ it,out as-ing@

Ta-ing t,e or$er is t,e time +or ma-ing re&ommen$ations@ Suggest a%%etiBers t,at

ill &om%liment t,e guests> meal@ T,is is ,en ine &an; an$ s,oul$; #e o*ere$@

Ala(s get t,e &oo-ing tem%erature +or meats@ Our &oo-ing tem%eratures are as

+ollos.

Rare loo$( &ool &enter; tou&, o+ raness

Me$ium Rare loo$( re$; no raness o+

meat

Me$ium Pin- arm &enter

Me$ium 7ell to 7ell Full( &oo-e$ it, no

re$ness

0se a small +ol$er; &li%#oar$; or ot,er ,ar$ sur+a&e to ,ol$ (our %a$ ,ile (ou rite

u% t,e or$er@ It loo-s #etter an$ ma-es it easier +or (ou@ egin ta-ing t,e or$er at

t,e same s%ot at ea&, ta#le@ Start it, t,e %erson &losest to (ou on (our le+t; an$or- aroun$ &lo&-ise@

E?am%le.

2

D J

+#U

Again; it is ver( im%ortant t,at ever( server re&or$s or$ers in t,e same a(@ I+ a+oo$ runner ta-es t,e +oo$ to t,e ta#le +or (ou; t,en ,e -nos ,ere ea&, $is,

#elongs@

In &ase o+ registers mal+un&tioning; +ollo t,ese ste%s.



26/53

D@ 7rite a%%etiBers at to% o+ ti&-et@

2@ 7rite entrees un$er a%%etiBers on t,e le+t; an$ ,o to &oo- t,em on t,e rig,t

o+ &,e&-@

@ For s%e&ial or$ers li-e rare; #e &ertain to ma-e a notation on t,e ti&-et; to &all

s%e&ial attention to t,e &oo-s@

J@ 0se t,e &orre&t a##reviations@ Menu a##reviations ill #e %rovi$e$ it, (our

menu $es&ri%tion s,eets@

@ 7rite all si$e or$ers un$erneat, entrees@

K@ 7rite $esserts un$erneat, si$e or$ers@

@ At ver( #ottom o+ ti&-et; %ut all teas; &o*ee; mil-; an$ so$as@

C@ ar #everages ill #e liste$ on t,e #a&- o+ t,e guest &,e&- onl(@

@ A+ter all items ,ave #een totale$; &ir&le t,e total@ T,is a(; t,ere ill #e no

mista-e o+ ,ere t,e total is@ Also; rite t,an- (ou; (our name; an$ ,ave a

ni&e evening; en5o(e$ ,aving (ou 9et&@:@

"##.ING TIMES & )AN$LING TIMING 'R#(LEMS

7it, our 8ring s(stem; on&e an or$er is rung to t,e -it&,en; %re%aration o+ t,at item

#egins@ It is im%erative t,at a%%etiBers are rung 8rst@ On&e an or$er ,as #een

%la&e$; (ou &an e?%e&t to re&eive lun&, items it,in si?

to telve minutes; an$ $inner items it,in eig,t to

telve minutes@ T,is time ma( lengt,en $uring a #us(

rus,@ Your ta#les> e?%erien&e is $e%en$ent u%on (our

aareness an$ servi&e to t,e &ustomers +rom t,e time

t,e( are seate$ to t,e time t,e( re&eive t,eir or$er@ I+;

#( &,an&e; (ou ,ave a long time ti&-et; $o not ,i$e +rom

(our ta#le@ Noti+( a manager imme$iatel(; an$ e ill

e?%e$ite t,e situation@

7,en a ta#le ,as to ait longer t,an t,e( s,oul$ +or

t,eir +oo$; $on>t 5ust a%ologiBe; o*er t,em somet,ing +or

t,e in&onvenien&e@ It &osts us ,un$re$s o+ mar-eting

$ollars to attra&t ne &ustomers e &an>t a*or$ to lose

an(@ A &om%limentar( #everage or $essert is a small%ri&e to %a( to let a guest -no e &are a#out t,eir e?%erien&e an$ e ant t,em

to &ome #a&- an$ give us anot,er &,an&e to get it rig,t@



27/53

In &ases ,ere t,e -it&,en ,as #een oe+ull( out o+ s(n&; a $essert or #everage

ma( not #e su&ient@ Tell t,e manageron$ut( a#out t,e situation@ T,e( ,ave t,e

aut,orit( to $o ,atever is nee$e$ to tr( to ma-e amen$s +or a #a$$ining

e?%erien&e@



28/53

'ersonal Appearance

Your overall image is our image@ You ma-e a $istin&t im%ression on ea&, o+ our

guests@ T,e image (ou &reate &an en,an&e or $etra&t +rom our overall &on&e%t an$

t,e a( our Restaurant is %er&eive$ in t,e min$s o+ t,e guest@ You are entruste$

it, ,an$ling our guests> nee$s an$ must; t,ere+ore; ree&t &leanliness an$

,olesomeness at all times@ Ala(s remem#er @ @ @

You are res%onsi#le +or -ee%ing (our uni+orm neat an$ &lean at all

times@ T,ere is no e?&use +or re%orting to or- out o+ uni+orm@

)o not ear s&ente$ lotion on (our ,an$s; as it &lings to glassare@

A smile is %art o+ (our uni+orm@

At no time ill em%lo(ees &,e gum or eat ,ile in t,e %u#li& areas o+

our store@

)o not re%ort to orit, an un%resse$ or $irt( uni+orm; or un-e%t

,air@

UNI%#RM

7,en (ou al- t,roug, t,e +ront $oor o+ t,e Restaurant; YO0 ARE ON@ You ill #e

in+orme$ o+ t,e uni+orm re6uirements ,en (ou start it, us@ Your $esignate$

uni+orm also in&lu$es a 'ONTAGIO0S; ENTH0SIASTI' ATTIT0)E@ You are re6uire$ to

enter t,e #uil$ing +or (our s,i+t in F0LL 0NIFORM@ You are also re6uire$; ,en (ou

leave t,e #uil$ing; to #e in F0LL 0NIFORM@

Your uni+orm also in&lu$es t,e +olloing; it,out e?&e%tion.

At least to %ens

Lig,ter

7ine O%ener

an-

Smile



29/53

$INING R##M $RESS "#$E

S,oes la&- s,oes onl( it, nonsli% soles

t,at %ermit al-ing sa+el( on et or greas( oors@

S,oes must #e &lean@ So&-s must #e $ar-;

%re+era#l( #la&-@

Pants elts !,a-i %ants onl(@ Pants must #e

long enoug, to tou&, t,e to% o+ t,e s,oe@ Soli$

&olor #ron #elts must #e orn it, %ants t,at

,ave #elt loo%s@

S,irts O?+or$ st(le; long sleeve nav( #lue or

#la&- $ress s,irts@ S,irts must #e in goo$

&on$ition; not soile$ or staine$@ S,irts must 8t at

t,e sleeve@

A%%earan&e 'lean an$ ell groome$ ,air@ Hair %ulle$ #a&- o* t,e

s,oul$er@ 7ellgroome$ ,an$s; 8ngernails an$ 8ngernail %olis,@ Fa&ial ,air

s,oul$ #e neat an$ elltrimme$@

A&&essories No e?&essive &ologne; %er+ume; ma-eu% or 5eelr(@ No

earrings longer t,an D in&,@ No ,at or unaut,oriBe$ #uttons &an #e orn@



30/53

Su::esti2e Sellin:

Peo%le $on>t li-e to #e SOL)@ E*e&tive suggestive selling is su#tle@ You are $oing

t,e guest a +avor; loo-ing a+ter ,is #est interests #( o*ering (our -nole$ge an$

e?%ertise an$ ma-ing ,onest re&ommen$ations@

Man( o+ our guests are not +amiliar it, our $ail( s%e&ials@ As t,eir interme$iar(;

(ou are in t,e %osition to smoot, t,e a( +or a &on+use$ guest@ A#ove all; #e

sin&ere an$ ,onest@ Ala(s $o ,at (ou trul( #elieve is in t,e guest>s #est

interest@ Re&ommen$ items (ou -no are su%erior an$ (ou are &ertain t,e( ill

en5o(@

NE1ER O1ER SELL3 Ala(s allo t,e guest to

8nis, or$ering #e+ore (ou start suggesting@ e

aare o+ ,at t,e guest is or$ering an$ ma-e

sure ,e un$erstan$s ,at ,e is getting@

I+ a guest or$ers too mu&,; an$ (ou are &ertain,e &an>t ,an$le t,at mu&, +oo$; a$vise ,im@ He

ill a%%re&iate (our &on&ern an$ ,onest(@

Suggest a%%etiBers ,ile %eo%le are stu$(ing

t,e menu@ Ho a#out some 'ra8s, 'a-es or

s,aring a s%i&( 'a5un S,rim% uesa$illa; it,

(our $inner t,is evening4

Suggest si$e or$ers it, entrees@ 7oul$ (ou

&are +or sea+oo$ gum#o or a si$e sala$ it,

(our Ta#as&o Filet4

Ala(s #e %ersuasive an$ $is%la( &om%lete &on8$en&e@ Ma-e suggestions so

%ositivel(; t,at t,e guest oul$n>t $ream o+ 6uestioning (our re&ommen$ation@

)on>t as- t,e guest a (es or no 6uestion@ T,is re6uires ,im to ma-e a $e&ision@

Remem#er; %eo%le &ome ,ere to rela?; not t,in-@ I+ (ou $is%la( &on8$en&e an$

&om%lete %ro$u&t -nole$ge; t,e guest ill trust (our 5u$gment an$ allo (ou to

ta-e &are o+ ,im@

To sell e*e&tivel(; (ou must sometimes #ring a nee$ or $esire to tr( somet,ing tot,e sur+a&e@ Ma-e sure (ou use t,e rig,t t(%e o+ language@

Server Training Manual /9


31/53

For e?am%le.

7oul$ (ou li-e some ine tonig,t4

I+ t,e guest res%on$s; No; (our suggestion is over #e+ore it got

starte$@

7oul$ (ou &are +or a #ottle o+ ine it, (our $inner tonig,t4 A #ottle o+

Merlot oul$ &om%liment (our Filet an$ Grille$ Salmon@

7it, t,is a%%roa&,; (ou ,ave e?,i#ite$ (our -nole$ge an$ &on8$en&e o+ +oo$ an$ine #( suggesting a s%e&i8& #ottle o+ ine@ T,e guest ,as no $evelo%e$

&on8$en&e in (ou@ T,is ill greatl( en,an&e (our o%%ortunit( to ma-e t,is sale an$

ma-e ot,er re&ommen$ations@

Not ever( guest is going to #u( a #ottle o+ ine; a%%etiBer; or $essert@ ut (ou must

remem#er; e -no to +a&ts a#out ever( &ustomer@

Ever( 'ustomer.

Is %lanning to s%en$ mone(@

7ants to ,ave a goo$ time an$ en5o( t,eir meal@

I+ (ou -ee% t,ese to +a&ts in min$; (ou ill #e amaBe$ at ,o eas( it is to sell;

%rovi$ing; o+ &ourse; (ou %ossess t,e ne&essar( -nole$ge an$ &on8$en&e@

T,roug, suggestive selling (ou &an.

In&rease &,e&- totals@ T,e ,ig,er t,e &,e&-; t,e #etter (our &,an&es o+

a goo$ gratuit(@

E?%ose t,e &ustomer to a ne an$ $i*erent %ro$u&t ,e ma( not ,ave

trie$; i+ (ou ,a$ not re&ommen$e$ it@ T,us; t,e evening is more en5o(a#le

an$ ,e ma( return it, +rien$s an$ ,as more reasons to tell ot,ers a#out


32/53

Specials & %eatures #! The $aD

Ea&, $a( at %res,i+t meetings; t,at $a(>s S%e&ials ill #e

$is&usse$ at


33/53

"oee , Tea , $esserts

"#%%EE & TEA

T,e ait sta* serves &o*ee an$ tea@ Re8lls &an #e ,an$le$ #( t,e #us%erson@ I+ (ou

are #us(; (ou ma( instru&t t,e #us%erson to ,el% (ou out@ Our &o*ee is +res, groun$

an$ is a s%e&ial #len$@

Tea servi&e ill #e $one on a ver#al #asis@ 7,en a &ustomer or$ers tea; (ou ill tell

t,em t,e teas e ,ave; an$ serve it to t,em@ T,ere is no &,arge +or re8lls o+ &o*ee

or tea; even i+ a ne tea #ag is serve$@

$ESSERTS

T,e $essert menu; in&lu$ing s%e&ialt( &o*ees; $esserts; an$ $essert $rin-s; are

%resente$ at t,e ta#le an$ ver#all(

$es&ri#e$@

It is a goo$ time to remin$ guests to save

room +or $essert; ,en (ou return to t,eir

ta#le to &,e&- on t,e entrees@ At t,is time;

(ou ma( ant to suggest a +e $essert

items; to %lant t,e t,oug,t@ Later; ,en

&learing t,e ta#le; as- (our guests i+ t,e( are

rea$( to tr( $essert@ You &an t,en #egin to

$es&ri#e a +e o+ (our +avorite $essert items@

In to$a(>s ,ealt,&ons&ious +at+ree so&iet(;&ustomers sta( aa( +rom $esserts@@@NOT

TR0E@ 7e ill o*er some lo+at $esserts;

#ut (ou; t,e server; &an ala(s suggest s%litting a $essert an$ #ringing out

a$$itional +or-s or s%oons@ T,is is e*e&tive salesmans,i% t,at ill in&rease (our

&,e&-; an$ also en,an&e (our guests> e?%erien&e@

Server Training Manual //


34/53

-ine Ser2ice

7,en or$ering a #ottle o+ ine; ring it u% as usual on t,e register@ T,e #arten$er ill

give (ou a &,it t,at (ou ill ta-e to t,e manager; ,o; in turn; ill issue t,e #ottle@

Present t,e #ottle to t,e ,ost@

D@ Host a&&e%ts

2@ Host re5e&ts 9rong ine; rong vintage;

&,ange$ min$:

Pla&e glassare aroun$ t,e ta#le at t,e %osition J

o>&lo&- +rom t,e ater glass@ 0sing (our S&re%ull

ine o%ener &ut t,e &a%sule an$ %ut it in (our

%o&-et@ Remove t,e &or- an$ %resent to t,e ,ost@

Pour a#out one oun&e +or t,e ,ost to sam%le@

D@ Host a&&e%ts

2@ Host re5e&ts 9#ase$ on &olor; smell; &larit(;

taste:

I+ t,is ,a%%ens; GET A MANAGER imme$iatel(@

Pour ine aroun$ t,e ta#le@

D@ A#out J D/2 oun&es %er glass@

2@ 7omen 8rst; t,en ,ostess; t,en men; t,en ,ost@

@ Pla&e remain$er o+ #ottle in an i&e$ ine &ooler@

VARIATI#NS

Re$ 7ine

ring it an$ o%en as soon as %ossi#le a+ter t,e or$er; so it &an #reat,e@

)o not &ool; unless re6ueste$@

Se&on$ ottle Same 7ine



35/53

Give t,e ,ost or ,ostess t,e o%tion o+ resam%ling@

Give t,e ,ost or ,ostess t,e o%tion o+ +res, glassare +or ever(one@

Se&on$ ottle )i*erent 7ine

Automati&all( %resent +res, glassare@

To 7ines simultaneousl(

Host or ,ostess gets to glasses@

Host or ,ostess sam%les #ot, ines #e+ore %ouring to t,e rest o+ t,e

%art(@

All mem#ers o+ %art( must #e given a &,oi&e o+ eit,er@



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"losin: #ut A Table

'RESENTING T)E ")E".

e+ore %resenting t,e &,e&-; loo- it over to ma-e sure (ou ,ave &,arge$ +or

ever(t,ing &orre&tl(@

A%%etiBers

Sou%s

Sala$s

Entrees

Si$es

)esserts

'o*ee

7ine

A+ter (ou ,ave $etermine$ t,at t,e &,e&- is &orre&t; give t,e &,e&- in a #oo-let to

t,e ,ost o+ t,e ta#le 9i+ -non:; or %la&e it in t,e &enter o+ t,e ta#le an$ sa( T,an-

(ou@ Ma-e sure to let t,e &ustomer -no; at t,is time; t,at (ou are t,e &as,ier an$

ill ta-e &are o+ t,e &,e&- ,enever t,e( are rea$(@ T,ere is not,ing more

aggravating +or a &ustomer t,an an$ering aroun$ loo-ing +or a &as,ier@ Peo%le also

,ate to ti% ,en t,e( are stan$ing u% #( t,e +ront $oor; aiting +or t,e aiter oraitress@

A+ter %resenting t,e &,e&-; ta-e a +e ste%s an$ glan&e #a&- at t,e ta#le@ I+ t,e(

alrea$( ,ave t,eir &as, or &re$it &ar$ rea$(; it ma( mean t,e( are in a ,urr( to

leave@ I+ t,is is t,e &ase; tr( to &lose t,e transa&tion imme$iatel( or as soon as

%ossi#le@ Guests ill noti&e an$ a%%re&iate t,is@

7e use a server #an-ing s(stem (ou are (our on &as,ier@ You are res%onsi#le +or

all (our mone(; in&lu$ing &as,; &re$it &ar$ vou&,ers; &om%s; $is&ounts an$

traveler>s &,e&-s until t,e en$ o+ (our s,i+t@ You must start (our s,i+t it, (our on

t,irt(8ve $ollars t,at is use$ to ma-e (our o%ening &,ange #an-@

I+ t,e &ustomer is %a(ing &as,; $o not ma-e &,ange rig,t at t,e ta#le33 Ta-e t,e

&,e&- an$ &as, to t,e #a&- o+ t,e ,ouse; an$ ma-e &,ange@ Return t,e &,e&- an$



37/53

&,ange on eit,er a ti% tra(; or a #oo-; along it, t,e re&ei%t@ I+ t,e &ustomer is

%a(ing it, a &re$it &ar$; +ollo t,e ,ouse %ro&e$ure@ On&e t,e guest ,as signe$

t,e vou&,er; %i&- u% #ot, t,e &,e&- an$ vou&,er; an$ again; t,an- t,e &ustomer@

)O NOT e?amine t,e ti% as (ou leave t,e $ining room33

REMEMER; t,e %ro&ess o+ &losing out t,e &,e&- is t,e time ,en t,e guest is

$e&i$ing on t,e ti% amount@ A #a$ im%ression ,ere &an un$o all %revious goo$

im%ressions; an$ ,ave a $ire&t e*e&t on (our gratuit(@

T)E %ARE-ELL

7,en (our guests are $e%arting; e ,ave +our $istin&t

o#5e&tives.

D@ To ma-e sure t,eir e?%erien&e in our restaurant as

%leasura#le@

2@ T,an- t,em; #( name; +or t,eir %atronage@

@ To invite t,em #a&- +or anot,er visit soon@

J@ To ma-e sure t,eir last im%ression is a %ositive one@



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Methods o! 'aDment

A%%rove$ met,o$s o+ %a(ment are &as,; 1ISA; Master 'ar$; an$ Ameri&an E?%ress;

an$ &,e&-s@ All ot,er met,o$s o+ %a(ment; i@e@ Travelers ',e6ues; re6uire

management a%%roval@ 7,en a&&e%ting %ersonal &,e&-s; (ou must get a%%roval #(

management; an$ in&lu$e t,e +olloing in+ormation.

)river>s li&ense num#er

'urrent a$$ress

P,one num#er 9$a( an$ evening:

)AN$LING "AS)

Here are t,e %ro&e$ures to +ollo ,en re&eiving a %a(ment in &as,

D@ As note$ a#ove; never ma-e &,ange at t,eta#le go to t,e nearest server station@

2@ 7,en ma-ing &,ange; ala(s &ount it ti&e@

@ Give t,e guest some oneVs an$ 8ve $ollar #ills

to ti% (ou it,@

J@ Return t,e &,ange to t,e guest>s ta#le on a ti%

tra(@

@ Ala(s -ee% (our &as, an$ re&ei%ts in a allet

or (our a%ron@

K@ Pa%er #ills ma-e no noise ,en it ,its t,e oor so #e ver( &are+ul it, (our

#ills@

@ Never leave (our mone( or allet unatten$e$@

C@ I+ (ou are &on&erne$ a#out &arr(ing too mu&, &as, $uring a s,i+t; ma-e a

$ro% it, a manager in e?&,ange +or an IO0@

@ Ala(s remem#er; treat &re$it &ar$ vou&,ers li-e t,e( are &as, THEY ARE@

Han$le it, &are3



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"hec,#ut 'rocedures

D@ Your &om%uteriBe$ register s(stem ill %rint out (our guest &,e&- at t,e en$

o+ ea&, ta#le>s meal@ T,is alleviates t,e issuan&e o+ an( manual guest

&,e&-s@

2@ On&e a guest &,e&- is %rinte$ out an$ a &ustomer ,as %ai$; (ou ill &lose outt,at &,e&- to &as,; Master 'ar$; 1ISA; or Ameri&an E?%ress; or ot,er +orms o+

%a(ment@ You must -ee% all %rinte$ out &lose$ guest &,e&-s +or &,e&-out@

@ e+ore #eginning (our &,e&-out ea&, s,i+t; &,e&- t,e +olloing.

Ma-e sure all (our &ustomers are t,roug,; ,ave #een ta##e$; an$ $o

not nee$ an(t,ing else@ I@e@; &o*ee; tea; et&@

e &ertain t,e manager ,as &lose$ (our se&tion +or t,e s,i+t@

Ma-e sure (ou ,ave &olle&te$ +rom all o+ (our ta#les an$ ,ave all (ourti&-ets it, (ou@

Ma-e sure all %lates; silverare; glassare; an$ &ontainers are &leare$

+rom all o+ (our ta#les@

e &ertain t,at all o+ (our si$e or- an$ &losing $uties are $one@

Ma-e sure t,at (ou ,ave (our +ull uni+orm on at all times; ,ile in t,e

+ront o+ t,e ,ouse@

Have a manger $o an( $eletions o+ voi$s; over rings; an$ %romoti&-ets@ All over rings must #e signe$ #( a manager at t,e time t,e(

o&&ur; an$ not at t,e en$ o+ t,e s,i+t@ You never sit $on to eat; $rin-; or

smo-e until all o+ t,e a#ove are &om%lete$@ Starting (our &,e&-out #e+ore

all (our &ustomers are 8nis,e$ is groun$s +or termination@

#VER RINGS #R V#I$S

An( time (ou ma-e a register mista-e o+ an item (ou $i$ not ant to ring u%@ Get a

manager imme$iatel( to &orre&t t,is on t,e register; an$ noti+( t,e -it&,en or #ar

NOT TO PREPARE THAT ITEM@ Over rings an$ voi$s are register mista-es o+ itemsnever serve$ or %re%are$@



40/53


41/53

@ e &ertain &,arge totals o+ Master 'ar$; 1ISA; an$ Ameri&an E?%ress; along

it, %romos; $is&ounts or ot,er &,arges #alan&e it, ,at (ou ,ave on (our

guest &,e&-s@ 0se t,e &al&ulator to $ou#le &,e&-@ I+ t,e( $o not #alan&e; t,is

means t,at (ou are missing a guest &,e&-; or &,arge re&ei%t

NOTE. A$$ onl( items t,at ere a&tuall( rung u% on t,e register@ I+ (ou #oug,t a

&ustomerVs &igarettes; +or e?am%le; an$ (ou a$$e$ t,at mone( in on t,eir ta# #(

,an$; $o not in&lu$e it in (our a&tual totals@ T,is ill %revent (ou +rom #alan&ing to

t,e register@

J@ T,e +olloing items s,oul$ #e rea$( +or t,e manager; #e+ore (ou enter t,e

o&e.

Promo &,e&-s; ,ouses; an$ over rings a&&ounte$ +or on register@

Have all mone( &ounte$ an$ +a&e$@

Have all &,arge vou&,ers mat&,e$ it, t,e ti&-et t,e( %ai$ +or@

All ti&-ets in or$er; it, ,ouses; %romos; t,en &,arges; an$ &as,

ti&-ets as %reviousl( state$@ T,ere s,oul$ onl( #e ONE %erson in t,e o&e

$oing &,e&-out at a time@ T,is ,el%s eliminate unne&essar( &on+usion an$

mista-es@ Please use t,e &al&ulator %rovi$e$ +or (ou@

Have t,e ',e&- Out S,eet &om%lete$ u% to t,e register rea$ing

entries@

@ T,e manager ill give (ou (our register rea$ing to enter on (our ',e&-Out

S,eet@ T,e register rea$ing ill in&lu$e (our total sales an$ (our total &as,

$ue@ 'as, $ue X total sales &,arges@ 'ount out &as, $ue an$ ,ave rea$( in

t,e largest $enominations o+ #ills %ossi#le@

I+ +or some reason (ou &annot #alan&e to t,e register totals; as- t,e manager +or

assistan&e@



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Alcohol Aareness

Al&o,ol Aareness is a groing &on&ern it,in t,e Hos%italit( In$ustr( nationi$e@

( re&ogniBing t,e earl( signs o+ into?i&ation; monitoring (our &ustomer>s

&onsum%tion; an$ treating t,em as (ou oul$ a guest in (our on ,ome (ou +ul8ll

(our res%onsi#ilit( an$ %rote&t t,e guest@

T# SERVE #R N#T T# SERVEO

( un$erstan$ing an$ +ul8lling (our

res%onsi#ilities@@@

+#URR#LE=

O#serve

Monitor

Re%ort

Assiste$ #( t,e gui$an&e an$ su%%ort o+

management@@@

+#URMANAGER@SR#LE=

'on8rm

'on+ront

Resolve

-IT)A$)EREN"ET#T)E"#M'AN+@S'#LI"IES


43/53

7e ill ma-e a reasona#le attem%t to %revent o#viousl( into?i&ate$

&ustomers +rom $riving@

< < < -E"ANA""URATEL+AN$"#N%I$ENTL+ANS-ERT)ATVER+

IM'#RTANT*UESTI#N

Kitchen Training Manual

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