new server and bartender sign off · 2019-08-19 · server and bartender quality leaders are...

New Server and Bartender

Sign Off Version 1.0

This Booklet to be Permanently Stored in the Employee File

© Copyright The information, trademarks and trade-names used within this manual are confidential and shall only be used within the course of your employment and may not be reproduced in whole or in part without written consent of Chop Restaurants Management, Inc. This manual must be immediately returned upon request and each employee shall use all reasonable efforts to maintain such information as secret and confidential during and following the term of employment.

Learner Guide

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Selecting an SQL/ BQL

Lesson 1

Overview

Server and bartender quality leaders are responsible for training all new team members and developing the existing team. As you can imagine, this makes the role incredibly important, as quality leaders directly or indirectly impact every team member and guest of the restaurant. The SQL/ BQL is responsible for ensuring that every new team member receives proper training and actively offering suggestions for improvement to the program.

SQL/ BQL Candidates Are Selected Because They:

Are great ambassadors of the brand

Provide consistently excellent guest service

Are great trainers (not just the best servers or bartenders)

Show a keen sense of responsibility

Are eager and excited to train

Demonstrate a high level of attention to detail

Are knowledgeable in all areas (i.e. ACE, menus, policies & procedures)

Have availability that accommodates training needs (shifts, days, etc.)

Exemplify wardrobe standards

Remain calm under pressure

Guidelines for New Server Training

When any team member is hired, we need to do everything possible to make them feel welcome and provide the tools needed to excel in their job. Through a carefully structured orientation and training program, we can offer the best chance of success and we give ourselves the best chance of retaining that new team member.

During orientation, all trainees receive all current training materials:

Host Training Manual, Server Learner Guide, Bartender Learner Guide (if applicable), Menu Training Manual, Beverage Learner Guide, Liquor Learner Guide, Beer Training Guide, Wine Guide, Floor Map & Take-Out Menu

New server training is done with a qualified Server and/or Bartender Quality Leader

All trainees are scheduled for at least 6 training shifts (some will require more); these shifts are clearly indicated on the schedule, showing which Quality Leader is responsible for each training shift

Trainees do not receive any tips; all tips are to go to the trainer

This booklet is kept in the trainee’s employee file and is filled out during each training shift by the Quality Leader responsible for training that day

Each training shift starts and ends with a “sit down” training period; training shifts follow the daily training plan outlined in this booklet

Training should occur during non-peak shifts

All trainees pass (minimum 85%) all quizzes in the FOH test package; Quality Leaders mark these quizzes on the same day they are written using an answer key; rewrites must score 90%

All trainees will successfully perform wine service for a manager

All trainees will successfully serve a manager following the ACE audit

Quality Leaders & managers sign off on all trainees before they are given independent sections

Learner Guide

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Training Method

Preparation

Trainees have access to all training materials at end of orientation (through Hospitality University)

Trainees are asked read through all materials before their first training session

This booklet shows what is trained on each shift

The entire training schedule is provided during orientation

Training shifts are on the schedule and show which SQLs are responsible for each shift

“Classroom Style” Training

Quality Leaders discuss the main points from each training component with the trainee; this takes about 1 hour per shift

Quality Leaders use personal examples to supplement the content

Quality Leaders engage trainees for 2 way participation

Quality Leaders ask questions and invite questions to ensure the trainee understands

Practical Training

All practical training is carefully demonstrated by the Quality Leader

Ensure that the trainee and trainer are both introduced to every guest; let them know that you’re training

Skills are carefully explained and demonstrated in clear, simple steps

Quality Leaders ask questions and invite questions to ensure the trainee understands

Skills are practiced by the trainee on the Quality Leader before they are in front of a guest

Feedback

Constant feedback should be given by the Quality Leader throughout the shift

Feedback should be balanced and designed to nurture confidence while building skills

Follow the feedback model:

At the end of each shift, the Quality Leader sits down with the trainee to review all notes and feedback from the shift

Quizzing

Verbal quizzes are conducted throughout each training shift

Written quizzes are completed at the end of each shift and are marked the same day

2

Employee

Leader

Did Well … Do Differently

In Future …

“What did you think/ feel went well?”

1

“What is one thing you would do differently

next time?”

3

“Here is what I saw you do well …”

“In the future I would like you to …”

4

Build Confidence Build Skill

Learner Guide

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Server and Bartender Training

Lesson 2

Server/ Bartender Training Day 1

Sign Off

Trainee Trainer

“Classroom-Style” Training with SQL

Server’s Job Description Discussion

Review Server Learner Guide

Practical Training with SQL

Work With Server (SQL) Throughout Service 80% trainer and 20% trainee

Overview of the floor map

Enter orders into POS

Operate the Runner’s Station (i.e. ‘bumping’ and running food effectively)

Handle payments

Organize the note pad

Verbal quizzing

Complete cash out

Feedback from SQL Discuss Trainee’s Performance Share a meal during discussion

Trainee describes what s/he tastes

Trainee explains what s/he likes about the dish

Trainee defines who might love the dish and why

Preparation Assign Study Materials for the Next Shift

Study Server Learner Guide

Study floor map

Read Menu Training Manual

Quiz(zes) Orientation Quiz pass (≥85%) rewrite

Comments:

_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________

Learner Guide

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Sign Off

Trainee Trainer


Review Day 1 Discuss content and review quizzes

Review Menu Training Manual

Focus on Passion Points, what makes each dish unique

Practical Training with Expo

Work With Expo Throughout Service

Which items are you most excited to taste?

Pay close attention to plating, ingredients and garnishes

Sign off on operating the Runner’s Station (i.e. ‘bumping’ and running food effectively)






Study Menu Training Manual

Read Beverage Learner Guide

Read Liquor Learner Guide

Read Beer Training Guide

Quiz(zes) Server Quiz pass (≥85%) rewrite

Verbal Floor Map Quiz

pass (≥85%) rewrite Food Handling and Sanitation Basics Quiz

pass (≥85%) rewrite

Online Training Module

Complete the Steak and Prime Rib Training module in Hospitality University

Trainee can complete this on-site or at home; this is paid time

Comments:

_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________

Learner Guide

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Sign Off

Trainee Trainer



Review Beverage Learner Guide

Review Liquor Learner Guide

Review Beer Training Guide


Work with Server (SQL) Throughout Service 50% trainer and 50% trainee


Handle payments


Organize the section

Run food

Verbal quizzing

Complete cash out

Feedback from SQL Discuss Trainee’s Performance Enjoy 2 popular signature cocktails or martinis during discussion


Trainee explains what s/he likes about the drinks

Trainee defines who might love the drinks and why


Study Beverage Learner Guide

Study Liquor Learner Guide

Study Beer Training Guide

Read Host / Service Professional Assistant Manual

Quiz(zes) Menu Quiz pass (≥85%) rewrite

Comments:

_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________

Learner Guide

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Sign Off

Trainee Trainer



Review Host / Service Professional Assistant Manual




Handle payments



Run food

Verbal quizzing

Complete cash out






Study Host / Service Professional Assistant Manual

Read Wine Guide

Quiz(zes) Beverage Quiz pass (≥85%) rewrite

Comments:

_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________

Learner Guide

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Sign Off

Trainee Trainer



Review Wine Guide




Handle payments



Run food

Verbal quizzing

Complete cash out






Study Wine Guide

Quiz(zes) Service Professional Assistant Quiz pass (≥85%) rewrite

Host Quiz

pass (≥85%) rewrite

Comments:

_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________

Learner Guide

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Sign Off

Trainee Trainer



General Review of All Training Materials




Handle payments



Run food

Verbal quizzing

Complete cash out





Preparation Overview of the ACE Sign Off

Will be serving a manager as though s/he’s a guest

Will be performing wine service for a manager

Quiz(zes) Wine Quiz pass (≥85%) rewrite

Comments:

_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________

_________________________________________________________________________________________________

Learner Guide

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Sign Off

Trainee Trainer



General Review of All Training Materials

Sign Off with Manager

Perform Wine Service for a Manager

Sign Off with Manager

Perform Full Food Service for a Manager Must receive a 90% on ACE audit

Feedback from Manager

Discuss Trainee’s Performance

Quiz(zes) Write/ rewrite Any Outstanding Quizzes

Comments:

_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________

Server Final Sign Off

Manager Signature

Trainee has successfully performed wine service.

Trainee has successfully served a manager and received a score of at least 90% on the ACE audit.

Upon successful completion of training, quizzing and sign off on our service standards, ____________________________ is eligible to serve as a member of the Chop team. (Trainee’s Name) ____________________________ ____________________________ ____________________________ SQL Trainer’s Signature Service Manager’s Signature GM’s Signature

Learner Guide

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Incremental Bartender Training

Lesson 3

Bartender Training Day 8

Sign Off

Trainee Trainer

“Classroom-Style” Training with BQL

Job Description Discussion

Review Bartender Learner Guide

Review Signature Recipes Provide trainee with a copy of all signature recipes

Practical Training with BQL

Work With Bartender (BQL) Throughout Service 50% trainer and 50% trainee

Opening/ changeover/ closing routine

Bar line check

Signature recipes

Make drinks as needed

Serve the wood

Blind read procedures

Feedback from BQL Discuss Trainee’s Performance Enjoy 2 popular signature cocktails or martinis during discussion





Study Bartender Learner Guide

Study signature recipes

Comments:

_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________

Learner Guide

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Bartender Training Day 9

Sign Off

Trainee Trainer

“Classroom-Style” Training with BQL

Review Day 8 Discussion

Review Signature Recipes

Practical Training with BQL

Work With Bartender (BQL) Throughout Service 20% trainer and 80% trainee

Opening/ changeover/ closing routine

Bar line check

Signature recipes

Make drinks as needed

Serve the wood

Blind read procedures

VLT procedures (if applicable)

Feedback from BQL Discuss Trainee’s Performance Enjoy 2 popular signature cocktails or martinis during discussion





Study Bartender Learner Guide

Study signature recipes

Quiz(zes) Bartender Quiz pass (≥85%) rewrite

Comments:

_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________

new server and bartender sign off · 2019-08-19 · server and bartender quality leaders are...

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