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Oliverio’s On the Wharf

Server Training Manual

April 2015

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Table of Contents

Welcome to the Oliverio Family ................................................................................................................. 3

A Brief History of Oliverio’s ......................................................................................................................... 3

Oliverio’s Employee General Work Rules and Policies ................................................................................ 4

Here to Serve, Not to be Served ................................................................................................................. 5

Eating and Drinking on the Clock ................................................................................................................ 5

Banking System ........................................................................................................................................... 5

Employee Uniform Code ............................................................................................................................. 6

The 10 Commandments of Food Service .................................................................................................... 6

Loss and How to Avoid It ............................................................................................................................ 6

Basic Rules for Service of Alcohol ............................................................................................................... 7

Wine Service ............................................................................................................................................... 7

Sections....................................................................................................................................................... 9

Table Preparation and Setting .................................................................................................................... 9

Steps for Detailing Your Section................................................................................................................ 10

Pre and Post Shift Duties (Sidework) ........................................................................................................ 10

Voids and Mistakes ................................................................................................................................... 10

Basic Order for Serving Table .................................................................................................................... 11

Food Definitions ........................................................................................................................................ 13

Pastas and Sauces ................................................................................................................................. 13

Employee Meetings .................................................................................................................................. 14

Gratuities .................................................................................................................................................. 14

Respect: The Name of the Game .............................................................................................................. 14

General Information and Commonly Asked Questions Oliverio’s ............................................................. 14

Dining Room Setup and Fire Exits ............................................................................................................. 15

Policies / Guidelines for Employment ....................................................................................................... 15

Equal Employment Opportunity –Employment at-Will ......................................................................... 15

Discipline................................................................................................................................................... 16

Searches and Inspections .......................................................................................................................... 16

Acknowledgment of Receipt of Employee Handbook ............................................................................... 17

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Welcome to the Oliverio Family

Congratulations, and thank you for your interest in joining our team. This is an opportunity for

everyone involved to mutually benefit from what we all bring to the table. No matter your

experience in the service industry, this manual will work to help you make the right decisions

and learn the right procedures so that your time at Oliverio’s will be as productive as possible. Found in this manual are several important topics and procedures that are expected to be followed at all times. In the service industry, a personal touch is a must in order to get the most out of your business, but what is in this manual is non-negotiable, and must be followed. We encourage you to ask questions if topics are unclear in this booklet, but we believe that if the proper time is spent in learning the manual, you will be able to take your serving career to the next level. Following your time training in the restaurant, a server test is required which is based mostly on this manual, so it would be wise to spend some time familiarizing yourself with its contents.

A Brief History of Oliverio’s In 1965, Sonny and Shirley Oliverio founded Oliverio's Restaurant by purchasing property and a

small existing building located in Bridgeport, West Virginia. Sonny and his father, Pete,

remodeled the building, adding seating for up to twenty-three people. The restaurant opened

in March of 1966 and was named, "Sonny's Restaurant." The first menu was very basic, serving

ice cream, pizzas, and hoagies. At the time, Sonny's was one of four restaurants in Bridgeport. The restaurant was closed in May of 1988 due to a fire in the kitchen that caused damage to

the entire building. The decision was made to renovate the entire building, which took about

five months. Shirley was very influential in the changes that were made, and in September, the

new restaurant opened. The building had a completely new look, a new concept, and the name

changed to "Oliverio's Ristorante."

People began to flock to Oliverio's loving the new all-you-can-eat bread sticks and salad. With

the newfound popularity, Oliverio's began to outgrow its capacity. In the fall of 1992, the latest

renovation took place, this time, Sonny and Shirley's son Pete was the architect. He designed a

large front dining room, bar and entry, expanding the overall capacity to 210 people.

In 2001, Oliverio's second full-service restaurant was created in Morgantown's newly renovated

Wharf District. This eatery is within walking distance to area hotels and downtown. In 2008, our

most recent project, Oliverio’s Marketplace was opened; a more casual eatery. In late 2014,

Oliverio’s Marketplace was moved to the location of the Wharf district, and the businesses

were consolidated into a single location.

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Oliverio’s Employee General Work Rules and Policies These rules will help us to work together more effectively as a team, with everyone having a

clear understanding of how we operate, and what is expected from individuals employed by

Oliverio’s. Employees are subject to immediate dismissal for any of the following reasons:

1. Theft of company property or money

2. Use, possession, or being under the influence of alcohol or drugs while on duty

3. Talking back, begin rude, or belligerent to any guest or fellow employee

4. Approaching a guest about an insufficient gratuity

5. Any employee caught stealing, or giving away food or drink, will be immediately dismissed

6. Insubordination

7. Failure to show up for a shift without an adequate substitute

8. Falsification of any employee records, personal records, time cards, or any company records

9. Willful disclosure of confidential company information

10. Failure to follow rules or policies

11. Any other causes found justifiable by management

Workplace Policies Employees will adhere to the following policies:

1. Smoke only in specified rest areas, not in service areas or public areas

2. Employees relatives and friends may not visit on company time, nor will we accept personal phone calls (Emergency Only)

3. Cell phones are not to be seen or heard when on the clock

4. If for any reason you wish to terminate your employment with Oliverio’s, a two week verbal or written notice will be considered the most professional method for handling our separation

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Here to Serve, Not to be Served

It is both your duty and responsibility as a member of this team to ensure that every guest who enters our restaurant has a pleasant experience from the moment they walk in. It should come as no surprise that several factors go into the customer’s perception of our restaurant. Factors including the appearance of the dining area, and well as their perceptions of you the server all factor into the impression that the customer will leave our restaurant with. You the server are the link between the dining room, the customer, and the kitchen; and your job is to act accordingly. Our reputation, as well as your own depends on it. A pleasant, helpful and sincere attitude should be shown. Listed below are some ways to do so.

Complaints ~ never argue with a guest (you will not win). If a complaint is justified, make a sincere effort to correct the situation.

1. Listen to the guest’s complaint thoroughly without interrupting them

2. Show that you are truly sorry (this is usually all they want)

3. Take immediate action to correct the service problem

4. Inform a manager or head waiter of all problems immediately

5. See that nothing else goes wrong at that table

6. Apologize once again as the guest is leaving the table

Eating and Drinking on the Clock There is to be no eating, or drinking of alcoholic beverages while on the clock at Oliverio’s. If you wish to

order food, you should arrive 15 to 20 minutes early in order to have adequate time to eat and be ready

for your shift. Employees are given a 25% discount on food that is ordered directly before or after their

shift, not including sushi.

Banking System Servers are expected to carry a “bank” in order to make change for cash paying customers. Cash

included should be enough small bills in change to equal $35. Change for tables should not be made in

the dining room in front of other customers. At the end of your shift, you are responsible for turning in

your total deposit (this is listed on your server report) along with credit card slips, checks, gift

certificates, and cash. The server report should be turned in to a manager before leaving the building. If

you are working a double shift, run a server report after the 1st shift, keep it, then run another report at

the end of 2nd shift. Turn in both slips at the end of the night with your cash, credit slips, and checks for

the entire day.

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Employee Uniform Code

All members of the serving staff are to be dressed in black pants, and an Oliverio’s logoed black shirt

whenever on the clock.

In addition to that, the following uniform rules are to be observed:

1. No cologne, perfume, or overwhelming scents

2. Excessive piercings should be removed when on duty at Oliverio’s

3. Facial hair should be kept trim and neatly groomed

4. Excessive jewelry is also not permitted, and should be kept to a minimum

5. Shoes should be all black, and kept clean at all times

The 10 Commandments of Food Service 1. In the dining room, customer eyes are always on you, so act accordingly

2. Never touch silverware by the eating surface

3. If the customer thinks an order is wrong, they are right; the customer is always right

4. Respond to requests accordingly; always acknowledge you heard what was asked

5. After food is delivered to the table, check back within two bites or two minutes

6. Ensure that hot food is served hot, and cold food is served cold

7. Identify and anticipate needs, especially on refills

8. Know how to apologize, and do it when necessary

9. Always keep in mind that customers let you keep your job

10. C.A.R.E. – Customers Are Really Everything

Loss and How to Avoid It Carelessness is the biggest cause of loss. When you rush, you become careless. You might dump the

trash off your tray and into the garbage can, and a few utensils may have been under it. The way to

prevent loss is to properly stack your tray so that all the silverware is together, not all over the tray.

Also, make sure utensils are not left on the plates. The dishwasher might not see them and they would

end up in the garbage can.

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Basic Rules for Service of Alcohol 1. Always use a bev-nap for each drink served

2. Serve all drinks on a tray

3. Always assume that they want a beer glass

4. Clear beer bottles as soon as they are poured into glass

5. When another drink is ordered, you must leave the old drink until you bring the new one,

then remove empty glass and bev-nap

6. Bring a new bev-nap for each drink

8. Remember special instructions for mixed drinks

9. Garnish mixed drinks with fruit when needed

10. Ring any and all bar drinks through computer before picking up at the bar

Wine Service Wine is an excellent and exciting part of the restaurant business. It not only gives the server a

chance to showcase their knowledge of the wine menu, but it allows the guest to get the best

overall dining experience. Traditionally with Italian cuisine, wine pairings are an essential part

of the dining experience, and your knowledge of those will only make your time here at

Oliverio’s better. Most customers will appreciate superior wine service, however nearly all

customers will be able to identify poor technique, which will make for an uncomfortable dining

experience for both the server and the customer.

Steps for Serving a Bottle of Wine: 1. Start by showing the wine to the person who ordered it, no matter who is paying the bill. Do

not open the bottle until you get confirmation that the wine is, in fact, what your guest wants, and that everyone who is partaking has a glass. It's poor etiquette to retreat to the kitchen for another glass after you've already poured wine for the rest of the table.

2. When opening a bottle of wine at the table, make sure you have the right tool. A waiter's corkscrew with a foil cutter built in is ideal. Remove the cork with purpose and control, keeping movement to a minimum. Then present the cork to the guest who selected the wine by placing it on the table. Some guests feel the cork to make sure it's not dried out, while others will smell the cork to take in its distinct aroma or examine the color of the cork to ensure that the bottle has been stored properly on its side.

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3. Allow the person who ordered the wine to taste it for approval. When pouring the wine, the bottle should be held so that the label of the bottle faces towards the guest whose glass you are pouring. Once approved, begin pouring for the rest of the table, a standard pour is 6oz. A common practice is to serve the women at the table first, going from eldest to youngest, and then serving the men the same way.

4. White wines should always be kept on the table in a chiller. Red wines are typically fine to leave on the table as is, but always check with your guests to make sure.

Figure 1- Pg. 8 Wine Pairings – Retrieved From: http://www.bosciasliquor.com/wine-pairing-the-ultimate-food-companion/

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Sections All servers are given sections prior to the start of their shift. These are typically 4-5 tables that you are

responsible for the entirety of the night. After sections are given, servers are in charge of ‘detailing’ and

making sure they are suitable for dining. Servers are held accountable for the cleanliness of their

sections, and typically management will inspect them before receiving your first table.

Table Preparation and Setting Throughout your shift, ensuring that the tables in your sections are properly kept is a must. Oil spots, crumbs, as well as sauce droplets should be paid special attention to, as nobody wants to dine at a table that does not appear 100% clean. Water spots on silverware as well as crumbs on seats are also unacceptable and servers will be held accountable for the cleanliness of their sections. Listed below is a picture of a correct Oliverio’s table setting, along with the correct center piece situation. These should be used at every table, every time.

Figure 2.9 - Correct Table Settings and Centerpiece. As you can see the dinner and salad fork are presented on the left side of the setting with a folded napkin in the middle, along with a butter knife and pasta spoon on the right. A water glass is also included in the top right-hand side of the setting. For the center piece, all of the white colored condiments are place on the right side of the setting including the cheese, sugar packets, and salt shaker.

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Steps for Detailing Your Section 1. Ensure that the table cloth is properly situated on the table, and even on all sides

2. Check the table for crumbs, oil spots, and sauce droplets to ensure the table cloth is spotless

3. Ensure that water glasses are on the table, and are free of water spots and other debris

4. Check the lids of your condiments, including parmesan cheese and pepper- oil

5. Oliverio’s uses the “White on the Right” method for condiment placement, meaning that the lighter colored condiments are on the right side of the table

6. Silverware should be buffed and free of water spots

7. See the picture above for a correct table and condiment setting

Pre and Post Shift Duties (Sidework) When a customer first enters the restaurant, there is one thing that is consistently noticed, that

is the look of the restaurant. Before they have their first drink of a beverage, or their first bite

of food, an impression that is often unchangeable is engraved in the mind of the diner, and our

responsibility to make sure that is a positive one. With that being said, Oliverio’s has very

specific duties that are to be followed to ensure the restaurant is in its best condition whenever

customers are present. Lists of ‘clock in/clock out’ duties can be found throughout the

restaurant, and your ability to complete those is directly correlated with the shifts and sections

you receive throughout the week.

Voids and Mistakes Both employees and guests in the restaurant are human, and mistakes will happen. Whether the reason

is server error, or a customer being unhappy with their food, you will on occasion need items voided

from a customer check. For this to happen, you need to contact a manager, as only their key cards have

the ability to do a void.

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Basic Order for Serving Table

1. The server recognizes he or she is being sat by a host, and start by gathering appetizer plates for the correct number of guests at the table.

2. You should great each and every table with “Hello, welcome to Oliverio’s, my name is _________, and I’ll be serving you tonight.” While greeting the table, you should distribute the appetizer plates to the guests.

3. At this point, the server should ask the table if they are familiar with the specials for the evening, which are displayed by the entrance. It never hurts to go over the feature dish, as most customers will enjoy it.

4. Now, you should also take drink orders, and see if the table would like to order an appetizer. Ring the drinks and any appetizers into the system, and deliver them to the table in a timely manner. You should know where every drink is going.

5. Now, your tables may or may not be ready to order. A good question to see where they stand is “Have you had a chance to decide on dinner?” or “Did you have any questions about the menu?”

6. When your table is ready to order, common courtesy is to start with the eldest lady at the table, and then to start with the gentlemen once all the ladies have had a chance to order.

7. All entrees are served with a salad; Oliverio’s has a homemade house vinaigrette which pairs great with crumbled blue cheese. Guests may also substitute a soup of the day as opposed to a salad as well.

8. After all orders have been taken, empty bottles and cocktail glasses should be cleared; a cluttered table is unacceptable.

9. By this time, the appetizer should be just about ready in the kitchen, deliver it to the table along with a basket of bread, and make sure the table is still good on all drinks.

10. When the table is about 80% finished with their appetizer, you may deliver soups and salads. The delivery of the salads is the cue for the kitchen to begin working on your table’s dinner, so you need to have the timing correct. You must first ask the expeditor if you may go out on the specific table number. Be sure that they have acknowledged you and marked your ticket. Don’t forget the pepper mill.

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11. When delivering the salads, you should again clear any empty plates that are no longer being used; “May I take this out of your way?” is an excellent question to ask when clearing.

12. Check back on salads and drinks, as the customer finishes up with salads, clear them in a timely manner.

13. As you are clearing salad plates, your food should be coming up in the kitchen any minute. Hot food is your number one priority, at all times.

14. Check back on dinners. This is the most important check back step. You should wait about two minutes, or two bites, before returning to the table to ask how their dinners are. They may have forgotten to ask for a sauce or side, or they may need their steak cooked a little more. Whatever the case is, you need to fill their needs so they can truly enjoy the rest of their dinner.

15. Clear plates as guests finish, but do it without rushing those who are still eating.

16. After everything except for beverages has been cleared from the table, you should offer dessert and coffee.

17. Serving dessert and coffee is your next step. Oliverio’s desserts are to be served just as creatively and artistically as our food. Ring the desserts in the system, and retrieve them from the host stand in a timely manner.

18. After desserts are finished, you may present the check.

19. Continue to check back for refills. Customers will appreciate to know you are concerned with their full dining experience, not just until they have paid the check. (Partyka)

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Food Definitions

Pastas

Angel Hair - Capellini - very thin, long pasta

Spaghetti - thick, round, long pasta

Linguine - very similar to spaghetti, except it is flat

Fettuccine - flat, wide, long pastas

Tortellini - small, round cheese-filled pasta

Ravioli -large, round pasta filled with cheese, meat, spinach, shrimp, etc.

Penne - approx. two-inch long tube shaped pasta

Rigatoni - approx. two-inch long by one-inch wide tube shaped pasta

Ditalini - approx. half-inch long tube shaped, usually used in soups, used in pasta fagioli

Pastina - tiny balls of pasta used in wedding soup

Sauces

Marinara - tomato sauce for pasta, which is meatless, chunky and zesty

Meat Sauce - tomato sauce for pasta, which is Oliverio’s original sauce

White Clam - baby clams, with olive oil and garlic, in a light cream sauce

Red Clam Sauce - baby clams, with olive oil and garlic, in a light tomato sauce

Alfredo - rich and creamy sauce made up of ricotta and parmesan cheeses, and cream

Florentine - spinach cream sauce, with roasted red peppers, and pine nuts

Olio - olive oil based sauce with garlic, plum tomato, roasted red peppers, pine nuts and basil.

Pink Sauce- tomato cream sauce with roasted peppers

Marsala - sweet red wine sauce with mushrooms and scallions

Picatta - lemon caper sauce with mushrooms

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Employee Meetings

Monthly meetings will be held as needed. Attendance is mandatory. Announcement of meeting will be posted in server station one week in advance. It is the responsibility of all servers to read announcements and attend meetings.

Gratuities A 20% service charge may be added to parties of 8 or more guests. The server must manually add gratuity on the computer, and is required to inform the guest of this charge when presenting the check.

Respect: The Name of the Game Everyone in this restaurant, no matter their position, deserves to be respected. It does not

matter if they are a member of the kitchen staff, the wait staff, or the customer. You will soon

realize that everyone benefits at Oliverio’s when the staff works as a team. There is more

money to be made, more customers to be satisfied, and more customers to serve when the

restaurant operates like a well-oiled machine, with everyone doing their part. Knowing your

part and your responsibilities are both very important to ensure this happens.

General Information and Commonly Asked Questions Oliverio’s 1. Yes, we do catering. Direct all calls to a manager.

2. Yes, our desserts are homemade. They are made at Almost Heaven Desserts in

Clarksburg, WV by Sonny and Shirley’s daughter, Patti Simon.

3. Yes, our breadsticks are homemade.

4. No, our peppers are not the famous Oliverio’s peppers that are sold in grocery stores. But yes, we make all our own peppers.

5. Everything at Oliverio’s is homemade and cooked to order. If someone has special

instructions, we will happily accommodate their needs.

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Dining Room Setup and Fire Exits

Policies / Guidelines for Employment Equal Employment Opportunity -EEO General Policy

Oliverio’s has been and is fully committed to equal employment opportunity both in principle and as a matter of policy. Our commitment is to a policy of non-discrimination in all aspects of employment. Our employment practices and policies require that we provide equal opportunity to all applicants and employees without regard to race, color, religion, sex or national origin, and in full accordance with state and national policies pertaining to age. Oliverio’s will adhere to all federal guidelines encompassing (FMLA) Family Medical Leave Act and (ADA) The American’s with Disabilities Act. (Equal Employment Oppurtunity is The Law)

Employment-At-Will

Employment with Oliverio’s is not for a specific term, and it can be terminated, by either the employee or Oliverio’s, with or without notice, at any time. Nothing in the employee policies or procedures or any Employee Handbooks should be misconstrued to modify or alter the employment relationship which is at the will of both Oliverio’s and employees. The language in this manual is not intended, nor should it be construed, to create or constitute a contract, expressed or implied, between Oliverio’s and its employees. (The At-Will Presumption and Exceptions to the Rule, 2013)

Figure 3.13 – Dining Room Setup. Tables are numbered in accordance with the dining room, and fire exits are marked with a red oval in corners of the screen.

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Discipline

Corrective Action

Oliverio’s believes in a disciplinary system that is intended for constructive development of employees. Standards of conduct and actions for non-performance should be clearly communicated to all employees.

Types of Progressive Discipline:

The Corrective action process is progressively severe, and includes the following options:

1. Counseling by the employee’s immediate supervisor - An informal discussion or

written memorandum may be designed to develop the employee’s skills and abilities.

2. Oral Warning - Notifies the employee that performance or behavior must be improved after informal counseling has failed to produce results.

3. Written Warning - A formal notice to an employee that further disciplinary action will

be taken unless behavior or performance improves.

4. Suspension - Time off without pay to be used in cases of repeated abuses of company policies or work rules. Also may be used during periods of investigation.

5. Termination / Discharge - Termination of employment is used when the employee has

been given the opportunity to meet performance and / or behavior standards and in management’s evaluation has failed to do so. Discharge may be used for first offence when the violation is so severe that no other response is appropriate.

All personnel must realize that the steps in a progressive discipline system serve as general guidelines and are not mandatory. There are varying degrees of seriousness which pertain to performance and/or infractions of policies. There are certain instances where conduct and/or performance is of such a serious nature that immediate termination, without prior warning or consultation, may be a justified course of action.

Not all of these options need to be exhausted prior to discharge or suspension.

Searches and Inspections Management may inspect all company premises and property to assure compliance with this policy. The company may conduct unannounced searches for illegal drugs, legal but illicitly used drugs or unauthorized alcohol in all company facilities or property.

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Acknowledgment of Receipt of Employee Handbook

This Employee Handbook contains important information about the Company, and I understand that I should consult a Manager regarding any questions not answered in the handbook. I have entered into my employment relationship with the Company voluntarily, and understand that there is no specified length of employment. Accordingly, either the Company or I can terminate the relationship at will, at any time, with or without cause, and with or without advance notice.

Since the information, policies, and opportunities described herein are subject to change at any time, I acknowledge that revisions to the handbook may occur, except to the Company's policy of employment-at-will. All such changes will generally be communicated through official notices, and I understand that revised information may supersede, modify, or eliminate existing policies. Only a Manager or Owner has the ability to adopt any revisions to the policies in this handbook.

Furthermore, I understand that this handbook is neither a contract of employment nor a legally-binding agreement. I have had an opportunity to read the handbook, and I understand that I may ask a manager any questions I might have concerning the handbook. I accept the terms of the handbook. I also understand that it is my responsibility to comply with the policies contained in this handbook, and any revisions made to it. I further agree that if I remain with the Company following any modifications to the handbook, I thereby accept and agree to such changes.

I have received a copy of the Company's Employee Handbook on the date listed below. I understand that I am expected to read the entire handbook. Additionally, I will sign the two copies of this Acknowledgment of Receipt, retain one copy for myself, and return one copy to the Company's representative listed below on the date specified. I understand that this form will be retained in my personnel file.

__________________________________ __________________

Signature of Employee Date

__________________________________

Employee's Name - Printed

__________________________________ __________________

Hiring Manager Date

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