sample- server guide-06

8/7/2019 SAMPLE- Server Guide-06

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Server

Guide



FOH Training Server Guide

1

Server Job Description Your job is to create an Excellent Guest Experience for our Guests. Everything you do in the restaurant is

built upon one of the Core Values below. By performing each of these elements, you will guarantee

Excellence for every one of your Guests.

Your Trainer will share his/her personal job description on your first day of training. We call this the “Cover

Values Speech”. We look forward to hearing your Core Values Speech every day during training!

Here are the basics of your job. You will personalize this description as you learn more about your Server

duties.

What to Expect:

Your Training Shifts will look like this:

• Pre-Shift Work

• General Discussion

• Tests

• Touch Points Discussion

• Rock the Guest Element/Culture Focus

• Shift Work

• Post Shift Work

• Review (Trainer and Manager)

• Prepare for Next Shift

Prepare for Shift 1

• Study for FOH Basics Test

• Review Job Description

• Study for Restaurant Layout/Table

Numbers Test




2

GM Init. Task GM Init. Task

OPENING DUTIES (Transparent) Clean Each Table And Surrounding Area:

On time, in uniform, ready to work a) Windex table tops

Station assignment b) Wipe down chair seats and legs; dust backs

Tables/chairs/ surrounding area are clean,sanitized, and “Guest ready”c) Sweep floor and surrounding area

Put the patio chairs down. d) Set table to standard:

e) Place mat, forks on the left (far left lower), B&B plate onthe left, folded napkin in the middle, and knife on theright with the cutting side facing insideSet the soda machine, arm the spreaders put

it back in to the soda machine

If soda syrup box is less than ½ full, (coke,ice tea or pink lemonade) stock back-upbefore the shift. f) Chairs aligned to the table

Marking plate is stocked and Guest ready g) Tables balanced (not wobbly)

h) Silverware spotless/salt/pepper shakers

Fill the soup warmer with hot water and plugit in with the correct lids. Sequence of Service (SUPERLATIVE)

Greet Guests at the Table

Restock soup wares Suggestively “Sell” Menu Items

Check and restock sugar caddies; make surethey’re properly placed

Take the order

Deliver the order

Check and restock salt and pepper Present Guest check on request

Check all sauces – make sure lids are cleanand all bottles are free of residue

Warmly thank the Guest for dining with us

Reset the table

Stock Service Stations: Team Work

• Lemons (cut enough for the entire day) Bartender

• 2 bottles each olive oil, balsamic vinegar Dessert Person

• 2 pepper mills; red crusted pepper Food Runners

• 1 pitcher water; 1 pitcher tea Expo

• Paper napkins Host/Hostess

• Straws Special Occasions

• Printer paper Catering events

• Staples Large groups

• Stock all glass/cutlery from previous shift Guest celebrations

Wipe down wood dividers

Restock Coffee and To Go area

Fold Napkins

Advise Managers of anything out of place

Attend Pre-Shift Meeting (Line Up)




3

RUNNING DUTIES (MEANINGFUL)SPLIT/DOUBLES

Restock ice, water pitchers Repeat opening duties as needed

Restock glassesHelp keep all workstations clean

Change tea/water pitchers as neededCLOSING DUTIES

Expo and run food Tables/chairs/ surrounding area are clean, sanitized, and“Guest ready” Pay attention to dining room atmosphere

(lighting, temperature, etc.) Clean all table tops with Windex

Check and replace soup as needed Go through Closing Duties Checklist

Change garbage as neededGet signatures from checkers (FOH/BOH)

Cut lemons as needed Check schedule for next shift to work

Keep service stations stocked and clean Cash out with Closing MOD

Keep To Go station organized (take outcontainers, pizza boxes, to-go bags, etc.)

Clock out

Keep Service Bar clean and organized (returnglassware, re-stock napkins, straws espressosaucers, cups and demitasse spoons)

Keep fridge neat and clean; stock to par

Take pasta spoons and steak knives to expo

Take dessert spoons to dessert station

Return menus to host stand

Return cocktail trays to each station

Follow Server Running Duties Checklist




4

Shift 1

Shift GoalsAfter today, you should be able to:

⎯ Write a ticket

⎯ Take orders using Pivot Point Seating

⎯ Ring, Add-on, Split, and Close a check ⎯ Use Dish Decoy System

⎯ Setup and restock tables

⎯ Carry a tray

⎯ “Sell” menu items

⎯ Process payments (technology and etiquette)

⎯ Discuss Server Financial and checkout procedures

Pre-Shift ⎯ Uniform inspection

⎯ Q&A time

⎯ Job Description

⎯ Training process

⎯ Validation

⎯ MICROS drills

⎯ Carrying a tray

⎯ Service Areas tour

⎯ Bar tour

⎯ Liquor, Beer, Wine (LBW) Job Aid

General Discussion – FOH Basics ⎯ FOH Basics

⎯ Taking the Guest Experience Order First

⎯ Who’s Who

⎯ What’s What

⎯ Answering the telephone

⎯ Emergency procedures

⎯ Spills that can’t be cleaned immediately

⎯ Sense of Urgency

⎯ Teamwork – Building Relationships

⎯ Full Hands in Full Hands Out

⎯ Guest Loyalty Program

⎯ Pivot Point Seating

Complete Tests ⎯ FOH Basics Test (open book)

⎯ Restaurant Layout/Table Numbers Test

Touch Points

⎯ Always practice Guest right-of-way ⎯ Escort Guests to restrooms and phone

⎯ Never interrupt a Guest’s conversation

⎯ Take women and children’s orders first

⎯ Offer to serve children’s meals first

During the Shift

3-Table Station: You shadow Trainer

OBSERVE and PRACTICE:

⎯

Writing tickets using Pivot Point Seating ⎯ Ringing Checks

⎯ Checking orders for accuracy

⎯ Delivering orders to Guests

⎯ Completing shift duties

⎯ Completing Side duties

⎯ Completing Checkout

Post Shift

Role Plays ⎯ Beverage “Sell” – Drinks 1–3 of Top 15

⎯ Food “Sell” (see Food Training Checklist)

Review Shift with Trainer ⎯ Complete Gut Check

⎯ Discuss both perspectives

⎯ Review to make sure you met shift goals

⎯ Q&A

Review Shift With Manager ⎯ Trainer reviews shift with MOD

⎯ You review shift with MOD

⎯ Clock Out

Prepare for Shift 2

⎯ Practice Core Values Speech

⎯ Recite Dressings, Side Items, Refillable Beverages

⎯ Alcohol Awareness Test ⎯ “Sell” Beverage– Drinks 4–6 of Top 15

⎯ “Sell” Food (see Food Training Checklist)




5

“Sell” This!

• Taste the menu item(s) you have been given.

• Write your answers to the four questions.

• Be honest –it’s important for you to TRY our menu items; you don’t have to LIKE them.

• Our goal is for you to be the menu expert, so when a Guest asks about a menu item, you can say,“You really should try this!” or, “A lot of people like this item, it’s just not MY favorite.”

• Keep this page in your check presenter for reference. Happy Dining!

What is the name of the

menu item you just

tasted?

How would you describe

this item to a Guest?

If you do not like this item, how

would you describe or

recommend it to a Guest?

Would you recommend this

item to your friends or family




6

Gut Check

Attitude Skills KnowledgeUsing the scale below, circle the number you think reflects your performance for this shift. Be ready to

discuss your self-evaluation with your Trainer

1 - Needs improvement 2 - Making progress 3 - Ready to validate

A.S.K.Performance

Rating

Attitude (“can-do” attitude; willingness to learn and help; teachable; building relationships) 1 2 3

Skills (ability to perform tasks related to position). Refer to Training Checklist. 1 2 3

Knowledge (demonstrate knowledge of Bruschetta®

standards and expectations) Refer to Training

Checklist. 1 2 3




7

Our Spirits (Liquor)We feature six main spirits at Bruschetta®. These spirits cover our well and premium brands and are

bases for many of our cocktails:

• Vodka • Gin

•

Tequila•

Bourbon/Whiskey• Scotch • Rum

• Prepare for the Shift 4 Liquor Quiz by:

Memorizing the definitions of the spirits we serve.

Listing the spirits we serve in each of the tables on the following pages.

Spirit Description Flavor

Vodka The most popular

vodkas are made from

grain, but are also

made from potatoes,

grapes and sugarcane.

Vodka is the perfect form of alcohol; if it was invented

today, it would be called the perfect marketing idea

because it simply has no taste. Its pure uncomplicated

alcohol, which makes it a great base for flavors and

mixers.

Call Well Premium Flavored


Gin From the Dutch term

for juniper – Geneve

Juniper berries contribute to Gin’s distinctive taste.

Distillers of Gin have precise recipes that include other

ingredients such as angelica, liquorices, orris root,

lemon rind, and caraway seeds.





8

Our Spirits (Liquor)


Tequila A distillate of the

“agave” plant.

Three distinctive types of tequila:

Blanco – rougher taste with their more distinct agave

flavor

Reposado – sharper, almost peppery flavor

Añejo – smooth, woody aroma



Bourbon or Whiskey Grain, malted barley or

rye is malted,

fermented, distilled

and aged.

These brown spirits offer a wide variety of mellow and

subtle smoky and woody flavors.



Scotch Blended whiskeys from

native barley grain and

Scottish pot stills.

The smoky flavor comes from drying malted barley over

peat fires. Produced only in Scotland. Exported Scotch

is at least four years old and is usually 80 to 86 proof.





9

Our Spirits (Liquor)


Rum From “rumbullion” –

any hard liquor.

Molasses (the after-product of pressed sugar cane).

Spiced rums feature vanilla and other spices for a more

zestful flavor.


Our BeersWe feature several Beer selections for our Guests. With the help of your Trainer, fill in the names of the

beers we carry and indicate if it is a Domestic or Import.

Draft Beers Domestic/Import Bottled Beers Domestic/Import




10

Our WinesTo serve our Guests’ differing tastes, we offer a wide selection of wines. With the help of your Trainer, fill

in our wines below.

The trick to remembering food and wine pairing is: Full-bodied wines go well with heavier foods, and light,

crisp wines compliment lighter fare.

RED WINES

Go well with: Pasta with red sauce, Steaks

Premium House

WHITE WINES

Go well with: Pasta with white sauce, Seafood with cream sauce, Chicken

Premium House

BLUSH WINES

Go well with: Pasta with red sauce, Spicy food

Premium House

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