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TRANSCRIPT
Server Training
Prepared for
Outback Steakhouse
Prepared by
Samantha Offutt
Terry Smith
TECM 2700.001
Table of Contents iii
Table of Contents
Table of Contents ........................................................................................................................... iii
Introduction ..................................................................................................................................... v
Requirements .................................................................................................................................. 3
Prior to Training .......................................................................................................................... 3
Tests ............................................................................................................................................ 3
Uniform ....................................................................................................................................... 4
Come to Work: ............................................................................................................................ 4
Roles and Responsibilities .............................................................................................................. 7
Greet ............................................................................................................................................ 7
Second Approach ........................................................................................................................ 7
Taking an Order ....................................................................................................................... 7
Timing of Experience ................................................................................................................. 8
................................................................................................................................................. 8
Customer Service Standards ....................................................................................................... 9
Shift Responsibilities .................................................................................................................. 9
Training ......................................................................................................................................... 12
Training Schedule ..................................................................................................................... 12
Day 1 Agenda ........................................................................................................................... 13
Day 2 Agenda ........................................................................................................................... 15
Day 3 Agenda ........................................................................................................................... 18
Index ............................................................................................................................................. 20
Introduction v
Introduction
Hello mate! Welcome to the Outback team! It is our duty to provide 5 star service to our guests. We want to cater a dining experience like no other! In order to do that, we need qualified people like YOU! In this manual you will find all the information you will need in order to become a successful Outbacker!
Requirements
Requirements 3
Requirements
Prior to Training o Orientation
o BBI University:
o We Are Outback
o Responsible Beverage
o Safe Food
o Becoming a Steak Expert
o The Outback Experience
o Virtual Dining Experience
o Limited Time Offer
o Classroom
Tests o Safety and Sanitation
o Seating Chart
o Food Menu*
o Drink Menu*
o Beverage Test*
o Wine Knowledge
o Ticket Writing
* You can find the food and drink menus in the back
of this folder
4 Server Training
.
Uniform
Black slacks
Black button up
Black belt
Black socks
Black slip resistant shoes
Black apron
Come to Work: Showered
Groomed
Shaven
Clean clothes
Clean apron
Wearing slip resistant shoes
With a good attitude!
Requirements 5
Roles and
Responsibilities
Roles and Responsibilities 7
Roles and Responsibilities
Greet Introduce yourself to your table within 30-45 seconds
Recommend specific beverages from our drink menu (both
alcoholic and non-alcoholic to adults)
Recommend specific Aussie-Tizers
“Good (afternoon/evening), my name is ___________ and
I’m going to take excellent care of you today! Can I interest
you a glass of our Little Boomy Merlot, perhaps a sweet tea
or a coke? … Can I get our signature Bloomin’ Onion or the
famous Cheese Fries started for you today?”
Second Approach Present the beverages within 3 minutes of ordering
Introduce Limited Time Offer menu items
Make recommendations
Offer Bushman’s bread
“Just to quickly let you know about our limited time offer,
we are offering….(explain the options using LTO menu)…
Also in our tasty dinner menu you’ll find my favorite dish the
No Rules Pasta with both chicken and shrimp! It’s delicious!
While you take a few more minutes to look everything over,
can I get you a loaf of our Bushman’s bread?”
Taking an Order Once your guests have decided on food take their order, ladies
first, and be sure to repeat the order to ensure accuracy.
8 Server Training
Timing of Experience Present appetizers within 8 minutes of being ordered
Present soups and/or salads within 3 minutes of receiving
appetizer, or within 3 minutes of being ordered if they did not
order an appetizer.
Present perfectly prepared entrée to guest within 14 minutes after
being ordered
Present dessert within 4 minutes after ordering.
After payment is ready, pick up and return within 2 minutes
Give a sincere goodbye and a heartfelt invitation to come back!
VERY IMPORTANT!
Greet Within 30-45 seconds
Drinks Within 3 minutes
Appetizers Within 8 minutes
Soups/Salads Within 3 minutes
Entrée Within 14 minutes
Dessert Within 4 minutes
Check Within 2 minutes
Roles and Responsibilities 9
Customer Service Standards Describe meat temperatures back to guest
Beverage refills offered before they are half empty
Use pivot points
Serve ladies first
Visit customer within 2 bites or 2 minutes to make sure the food
was prepared correctly
Get a manager involved if there is any issue
Always be prepared to give them their check
Pre-bus table often
Get eye level with the guest when taking their order
Place protein of the dish towards the guest
Shift Responsibilities Complete server check-in
Run food throughout shift
Run bar drinks throughout shift
Bus tables (yours and the sections around you)
Organize and clean dish area, drink station, bread station
Restock bread
Restock plates and ramekins
Restock to go containers/cups
Empty trashcans
Switch out linen bags
Audibly voice caution words around corners
Teamwork!
Roles and Responsibilities 11
Training
12 Server Training
Training
Training Schedule
Day1
o Food Test
o Beverage Test
o Expo
o Cross Train
o Bar Running
o Host Stand
o Training Meal
Day 2
o Opening Duties
o Greeting Tables
o POS Training
o Sequence Service
o Training Meal
Day 3
o Running 2 tables
o Closing Duties
o Check-out Procedure
o Training Meal
Training 13
Day 1 Agenda Food Test/Beverage Test (2 hours)
Expo Training (1 hour):
Observe the following in the Expo Window with Manager:
o Perfect preparation of entrees
o Pivot points on trays
o Server duties in expo (butter, potato toppings, au jus, etc.)
o How to call fo items
o Check-in procedure
o POS Training
Cross Training (1 hour):
Observe delivery of hot food (hot side)
Observe delivery of cold food (cold side)
Observe how pivot points work
While delivering food announce dish in detail
o “ 6 oz. Sirloin cooked medium rare with a baked potato with
everything on it but chives.”
Pre-bussing tables
Teamwork!
Bar Drink Running (30 minutes):
Deliver drinks within 3 minutes of being ordered
Learn appropriate garnishes
Learn appropriate glassware
Teamwork!
14 Server Training
Host Stand (30 minutes):
Observe host responsibilities
Seat guests at appropriate table
Become more familiar with floor plan
Teamwork!
Training Meal:
Order something new
Review highlights of shift
Give feedback
Prepare for next shift
Notes:_____________________________________________________
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Training 15
Day 2 Agenda
Opening Duties (30 minutes):
Arrive 30 minutes before we open
Assist trainer with opening duties:
o Set out cheese, sour cream, butter, chives, horseradish,
creamy horseradish
o Make tea
o Fill tea pitchers
o Fill sanitation buckets and get clean rags
o Fill ice
o Set out tray stands and trays
o Await first table
o Teamwork!
Greeting Tables (3 hour):
Shadow Certified Trainer for entire shift
Complete server check-in
Greet tables
Describe menu/ explain cooking styles
Speak to guests in all areas of the restaurant
Know the answers to guest’s questions
Practice hospitality with fellow Outbackers
POS Training (30 minutes):
Observe all functions of POS system
Place orders for the trainer
Practice with hypothetical orders
16 Server Training
Sequence of Service (30 minutes):
First Approach
o Greet guests
o Introduce yourself
o Suggestive Selling
o Recommend Aussie-tizer
o Take drink and appetizer order
o Serve beverages within 3 minutes of order
o Serve appetizer within 8 minutes of order
o Ask if they would like Bushman’s bread
Second Approach
o Explain limited time offer menu
o Suggest menu items and favorites
o Tailor descriptions to guest- figure out what they want to eat
(meat, seafood, pasta, etc.)
Recommend, Reinforce, Repeat
o Recommending food/drinks will increase their tab and as a
result increase your tip, this is where the money is at!
o Reinforce their decisions with nice comments like “Good
choice! That drink is very popular here! It’s my favorite!”
o Repeat all orders to ensure accuracy!
Food Delivery
o Teamwork!
o Run each other’s food
o Present salads/soups within 3 minutes of order
o Present entrée within 14 minutes of order
o Announce food using full description
o Use pivot points
o Ladies first
2 Bite Check Back
Training 17
Dessert Presentation
o Present dessert within 4 minutes of ordering
Training Meal:
Order something new
Review highlights of shift
Give feedback
Prepare for next shift
Notes:_____________________________________________________
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18 Server Training
Day 3 Agenda Closing Shift
Complete server check-in
Run two tables from start to finish (3 hours)
Closing Duties Front of House (FOH) (1 hour):
Check server’s section
o Swept
o Sanitized
o Silverware
o Rolled their sections worth of silverware +12
Clean your section as well as Back of House closer’s sections
Sweep bar
Empty sanitation buckets
Empty trashcans
Closing Duties Back of House (BOH) (1 hour)
Assign servers back of house work when cut
o Hot side
o Restock bread
o Bread station
o Beverage station
o Sugar caddies
o Restock plates/ramekins
o Butter balls
o Organize silverware
o Clean trays
Training 19
Put up hot side condiments (in refrigerator)
Clean hot side
Organize plates
Wipe down everything
Put away trays and tray jacks
Check-out Procedure
Organize receipts (amex, visa/master, discover, gift card)
Total up values based on card type (amex= $108.76,
visa/master=$505.21, etc.)
Check out with FOH and BOH closers
Locate manager and get a “reading”
Remit cash owed OR get cash owed!
Training Meal:
Order something new
Review highlights of shift
Give feedback
Prepare for next shift
Notes:_____________________________________________________
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20 Server Training
Index
Approach, 9, 16
BBI University, 3
Beverage, 3, 11, 12, 13, 19
Closing, 13, 18, 19
document, 9
Greet, 9, 10, 16
guest, 10, 11, 16, 17
important, 10
Introduction, iii
Opening, 13, 15
Order, 10, 14, 17, 20
pivot points, 11, 14, 17
POS, 13, 16
Pre-bus, 11
Service, 11, 13, 16
Standards, 11
Teamwork, 12, 14, 15, 17
Tests, 3
Training, 1, 3, 12, 13, 14, 16, 17, 19
Uniform, 4