server training manual

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Server Training Manual 120 Main Street, LaGrange

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This flipbook is designed to bolster the knowledge of servers and bartneders employed by C'sons llc in Lagrange, Ga. This is in no way a legally binding document and shall not be used by anyone without consent of owners.

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Page 1: Server Training Manual

Server Training Manual

120 Main Street, LaGrange

Page 2: Server Training Manual

Server Training Manual

C’sons 1 11/07/2012

Welcome!

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Server Training Manual

C’sons 2 11/07/2012

Introduction

Congratulations on being selected to perform one of the most important, challenging and rewarding jobs at C’sons! As a Server, you will set the stage and have a direct impact on each guest's experience. You will determine whether each guest feels welcome, appreciated and well cared for.

We strive to provide you with the training you need to be successful. We take great pride in our high quality food and friendly, responsive service. Our high standards can only be maintained through great people like you who share our values and desire to do the very best job possible for our guests every day.

As a server, it is essential that you maintain an energetic, friendly and caring attitude at all times. It is your responsibility to see that each guest is made to feel special, and enjoys our unique atmosphere and great food and beverages.

Georgia is a Right To Work State, and thus your employment with us is a privilege and may be revoked at any time, without notice or reason. We strive to keep that from happening, and will give you a review of your performance after three months.

The guidelines listed on the following pages have been created to help you in your efforts to provide these qualities to our guests. Along with the hands-on training you will receive, this manual will provide answers to questions you may have regarding your tasks, responsibilities and operating procedures for C’sons and Mare Sol

Once again, welcome to the C’sons Team!

Sincerely,

Charles Hudson Jr.- Owner

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Server Functions & Responsibilities Successful sales and service result from confidence, which can only be developed through knowledge. We will provide you with ample material to develop the necessary knowledge and confidence in relation to service techniques, the menu, and the wine list. You, as a server for C’sons and Mare Sol, must familiarize yourself with these.

General Job Guidelines, Responsibilities, and Expectations

When taking an order, always look the customer directly in the eyes, and stand erect. Never lean or write on the table. Never crouch down on your knees.

Never handle a glass by the rim or top 1/3 with your hand.

Never handle silverware with your hand over the eating surface. Always pre-set silverware with silverware tray at C’sons.

When handling plates or food, never let your hand touch the eating surface or the food.

Help your guests as much as possible.

Know your schedule, which is posted online and in the restaurants.

Know what time to be here for each shift, and comply with in-times.

Know what the daily specials are and what they cost.

Know the history of the restaurant- name, location, and mission.

Avoid any unnecessary long conversations at any particular table. This will usually upset your other customers.

Clear your mind of everything except work when you walk in the door. When you're at the table make sure you're mind is at the table too. Guests can tell when their server is not totally mentally present with them at the table and it has a negative impact on the guests' experience and the server's tip.

If you get behind, ask for assistance. You'll never get in trouble for asking.

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Keep yourself geared up so that you are ready for any rush. We get most of our complaints during the Restaurant's slow period.

If an order is delayed in the kitchen, first inform the manager, and then tell your customers. The manager will go to the table and explain the situation as well. Never hide from your customers.

Learn to use your time wisely. When in your station, check all the tables before going back to the kitchen. Don't go to one table then go to the kitchen. Consolidate your trips. Fill up all glasses in your whole station, clear all plates, and then go on to something else. This is the secret to running volume and making more money.

Course your appetizers, salads, and food. Put all apps in together, then salads, and then entrées. Make sure to communicate with the expo or kitchen at all times.

If one person asks for something at a table, make sure you ask everyone at the table if they too would like that item. This will save you a lot of extra trips. If one person requests more tea, for instance, take this opportunity to go ahead and fill all glasses.

When serving coffee or hot tea, always pre-warm your glasses with hot water before pouring the hot beverage. Also make sure to turn the coffee cup so the handle is at the 4 o’clock position. Place the cup on the right side. Ask people if they would like cream and sugar when they place their order for coffee instead of making an extra trip later.

When pouring tea or water, never handle the rim of the glass and always take the glass off the table to pour.

Whenever you are reaching across someone or serving in front of someone, excuse yourself.

NEVER SIT DOWN WITH A CUSTOMER or friend while on duty, even if they ask you to.

If you are having a problem with another employee, go directly to the manager. Do not harass the employee, as that just complicates the problem further.

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If you must leave the floor during the shift for any reason, ask someone if they will watch your station while you are gone, and inform the hostess and manager before leaving.

Unauthorized persons are not allowed in the kitchen. If one appears, politely inform them that this is our policy

Gratuity is automatically included for parties of 6 or more (18%.) Please verbally inform any table when gratuity is added. If gratuity needs to be removed or changed see the bartender or floor manager. If a check for a table of 6 or more is split, see a manager or bartender to properly disburse the gratuity.

NEVER eat or drink in our customers’ view while on the clock.

Serve food from customer's left.

Serve beverage from customer's right.

Remove everything from customer's right.

Serve women and children first, then men.

Whenever serving a course, position the plate so that the "meat" of the course is closest to the customer.

Remove all soiled china and silver in between each course, and replace necessary items before the customer needs it.

Attempt to always account for what your table could need in order to enjoy their experience and offer that to them before they have to ask.

Offer fresh ground pepper with all salads.

Never assume that the change is your tip! It is appropriate to offer the guest change unless specified to keep it.

The schedule will be posted in the restaurant and online. You are responsible for giving a floor manager your contact information within your first week

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Service

Definition of "service" according to Webster: To work for. To minister to. To set on a table for a meal. To manage or work. To deliver or transmit.

The Problem: Webster never worked in a restaurant or took care of our guests.

C’sons definition of service:

"The manner in which the customer is treated."

If you think we are in the restaurant business, you are wrong! We are in the business of retail sales. We manufacture a variety of products and merchandise in our kitchen and bar. Then, we offer it for sale to customers in a display service area known as counter tops, tables, and dining rooms. Unlike most retail operations, such as department stores, our product has a limited shelf life, due to potential spoilage.

There is a greater sense of urgency for selling, moving, and serving our products. Our Restaurant is not merely a place to eat or drink, but rather a building designed to accommodate, facilitate, and promote the retail sales of food and beverage to customers through service. We provide service as a way of making sales to our guests.

To Serve Is To Sell You don't buy coal; you buy heat

You don't buy circus tickets; you buy thrills You don't buy the paper; you buy the news

You don't buy glasses; you buy vision You don't buy dinner; you buy sales and service.

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1. If the customer is not satisfied . . . or there is obviously something wrong at the table, i.e., cracked glass, foreign object in food, not cooked properly, etc., use the following steps:

Apologize sincerely.

Remove the items immediately.

Get a manager. Management will take the necessary steps in making sure that the problem is corrected and that the customer is 100% satisfied.

2. Remember, the appearance of the exterior of the building, the greeting of the host, the cleanliness of the restrooms, the appearance of the staff, the quenching taste of our beverages, the flavor and freshness of our food, are all equal quality points. WE must control for the experience of our guests.

CRITICALLY IMPORTANT!! - Immediately acknowledge all new parties in your section. Regardless of how busy you are; you are never too busy to let your customers know you see them.

1. After delivering food to the table, insure the customer checks temperature prepared food before leaving, i.e “Can you check to ensure your steak is prepared the way you like it?” Then give the customers a few minutes to try their dishes, returning to ask if they are enjoying thus far. Make sure to ask if there is anything else you can offer them before leaving.

Ordering Procedures

Taking the order is the time for making recommendations. Suggest appetizers that will compliment the guests' meal. This is when wine can, and should, be offered.

Always get the cooking temperature for meats. Our cooking temperatures are as follows:

Rare - Bloody cool center, touch of rawness

Medium Rare - Bloody red, no rawness of meat

Medium - Pink warm center

Medium Well to Well - Fully cooked with no redness

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Personal Appearance Your overall image is our image. You make a distinct impression on each of our guests. The image you create can enhance or detract from our overall concept and the way our Restaurant is perceived in the minds of the guest. You are entrusted with handling our guests' needs and must, therefore, reflect cleanliness and wholesomeness at all times. Always remember . . .

You are responsible for keeping your uniform neat and clean at all times. There is no excuse for reporting to work out of uniform.

Do not wear scented lotion on your hands, as it clings to glassware.

At no time will employees chew gum or eat while in the public areas of our store.

Do not report to work with an un-pressed or dirty uniform, or un-kept hair.

Visible tattoos and facial piercings are not aloud at C’sons

C’sons server uniform is STRICTLY black on black clothing (including plain black undershirt) and black shoes unless specified by management. Hosts wear smart casual dress with flat shoes. Bartenders wear black and neutral colors. All employees MUST wear closed-toed shoes

Mare Sol’s uniform is less structured, but must be tasteful and devoid of gratuitous holes or tightness

Clean and well-groomed hair is a must. Long hair should be pulled back off the shoulder. Facial hair should be neat and well trimmed.

Well-groomed hands are also essential, fingernails and fingernail polish should be tasteful. Nails should not be excessively long.

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Todays Special

Daily Specials

Each day the daily Specials will be discussed at C’sons and Mare Sol.

We offer daily specials for three reasons:

1. To add variety to our menu

2. To allow our customers the best of seasonal items.

3. To allow us to test items for future menu development.

4. These specials will be included on the daily menu.

Desserts

The dessert menu, including specialty coffees, desserts, and dessert drinks, are presented at the table and verbally described.

Our desserts are prepared in-house by an amazing pastry chef. You cannot go wrong by offering your table dessert. Ending the meal on such a note is sure to sweeten your tip.

Closing Out A Table

Presenting the Check

Before presenting the check, look it over to make sure you have charged for everything correctly.

The most often forgot about items on a check is soft drinks, coffee, and tea. Remember that a table of 4 with teas can increase your check by $8, which is usually equivalent to about an extra dollar in your tip.

If the customer is paying cash, do not make change right at the table!! Take the check and cash to a server area to make change.

Always offer change for cash transactions

*Thank your customer and tell them you look forward to seeing them again soon.

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Sanitation

The responsibility of management and staff to protect the public from food borne illness is fundamental. A food borne illness is simply a disease that is carried, or transmitted, to human beings by food. Throughout your training, you will receive information concerning proper temperatures of food storage and serving, as well as, cleanliness standards, proper use of chemical cleaning, and disinfectant products. It is our objective to operate the restaurant at the highest level of cleanliness and sanitation for the benefit of our customers and employees.

Always wash your hands after you -

Smoke, eat, use the restroom; touch money, raw foods, or your face, hair or skin; cough, sneeze, or blow your nose

Comb your hair, handle anything dirty

Before and after taking a break

Safety

In addition to a clean and sanitary environment C’sons provides a safe environment. One of our goals here at C’sons is to operate an accident-free restaurant. A safe restaurant takes teamwork and effort on everyone's part. Everyone who works with cleaning chemicals will receive training on the use of those products, and will be tested following the guidelines of OSHA Hazard Communication Standard, Title 29 Code of Federal regulations 1910.1200.

Whenever you see a potential hazard, or something you notice as unsafe, notify a manager immediately.

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Lift Properly -

Plan it. Do you need help? Could you use a cart? Where is it going? Which route is best?

Get ready. Spread feet apart, shoulder width. Put one foot slightly in front of the other for a good support base. Squat down with back straight and head up. Do not bend over from the waist! Grip the object firmly with both hands. Keep elbows and arms close to body. Tuck in chin. If lifting a tray, squat down alongside the tray and slide the tray onto your shoulder and hand.

Lift it! Straighten your knees slowly and smoothly to a stand. Avoid doing this in a quick or jerky manner. Do not lift and twist at the same time.

Move it! Keep object close to you. To change position, move your feet and entire body. Do not twist from the waist. Look where you are going and call out "coming through" as needed.

Set it down! Bend your knees slowly and smoothly. Slide load into place; watch your fingers and toes.

When leaving for the night-

If you feel as though you would like an escort to your car please ask a co-worker or a manager

Be careful to watch around you when leaving a restaurant

People assume that servers carry cash on them at all times, the best form of safety is to keep your eyes open, stay in lit open areas, and have a walking partner.

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Server Opening Procedures- C’sons

At the beginning of each shift -

5.Clock in no sooner than 5 minutes before the start of your shift unless told otherwise from a manager.

6.Attend to all essentials (clean restrooms, uniform adjustments, grooming) before work.

7.Check for reservations and messages.

8.Check the Daily Service Board for draft beers, limited items, "86'd" items, etc.

9.Conduct server station check points

Tables/Chairs wiped and set

Glasses polished

Silverware polished

Sugar containers clean and full

Salt and pepper shakers clean and full

Turn on and set up bread machine

Brew tea and coffee

Cut lemons

Stock essential to-go items

Front door/windows cleaned

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Server Opening Procedures- Mare Sol

At the beginning of each shift -

1. Clock in no sooner than 5 minutes before the start of your shift unless told otherwise from a manager.

2. Write the Daily Special Boards

3. Attend to all essentials (clean restroom, uniform adjustments, grooming) before work.

4. Check for reservations and messages

5. Conduct server station check points

Tables/Chairs/Booths wiped and set

Glasses polished

Silverware polished

Fold napkins

Sugar containers clean and full

Salt and pepper shakers stocked

Server station wiped and organized

Brew tea and coffee

Cut lemons for server station

Stock essential to-go items

Front door/windows cleaned

Wipe window sills

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Server Closing Procedures C’sons

At the end of each shift -

1. After being cut, perform the following -

Clean and reset tables

Check under tables for large trash or food

Check your designated closing side work consisting of:

Polish silverware

Clean server station/bread machine

Empty tea/coffee: clean drink station, carafes, and nozzles

Sweep server area and take out trash

2.After completing assigned closing side work duties, check out with closing server

3.Cash out with bartender only after approval of closer

4.Clock out

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Server Closing Procedures- Mare Sol

At the end of each shift -

5. After being cut, perform the following -

Clean and reset tables

Check under tables for large trash or food

Check your designated closing side work consisting of:

Polish silverware

Clean server station: restock to-go’s and clean all surfaces

Sweep server alley

Empty tea/coffee carafes and filters: clean drink station, carafes, and nozzles nightly

6.After completing assigned closing side work duties, check out with closing server

7.Cash out with bartender only after approval of closer

8.Clock out

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Conclusion There is a lot of information contained in this manual! Believe it or not, however, there is even more information that is not.

We have given you the basics, as we view them, and how we would like them to be conducted. There is no section in this manual concerning "Teamwork." The reason for this is that we feel this topic falls under the "Common Sense" category. We expect our staff at C’sons to possess this common sense from the word "GO."

We want you to use the service tips in the manual, along with your common sense, and above all, YOUR individuality, to help create an atmosphere that will encourage good times for our guests, and yourself. When this happens, you will be ensuring the success of not only C’sons and Mare Sol but also yourself.

WELCOME! Now that you have completed this packet: -Please take quiz located at- www. ___________.com -You must make a 70% to pass. You can use this packet as reference -Good Luck!

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