Service & Hospitality

Service & Hospitality Service is the act of filling needs, wants and desires of the guest. Hospitality goes beyond the service guest expect.

Service & Hospitality Service • Clean table • Clean silverware • Clean dishes • Safe food • Hot foods hot • Cold foods cold Hospitality • Hello & Goodbye • Remember Guests Name • Hang guests coats up • Remember where returning guests like to sit and what they like to drink • Know exactly what your guest ordered • Anticipate guests needs • Attention to Detail

Server Job Description Prepare Restaurant for Dining Clock in Check the floorplan/station Check tables Complete opening sidework Help others if needed Be at meeting on time

Server Job Description Maintain Food & Restaurant Safety & Sanitation Clearing Plates Handling Glassware Dishroom Etiquette Wash hands Back-out china

ServerJobDescription Teamwork Dining Room Food Running Drink Running China Seating Guests Sidework

Server Job Description Initiate the Dining Experience for Guests Make guests feel welcome Talk to guests first Look at guests first Be friendly Sincere

Server Job Description Help Guests Make Food & Drink Selections Know your product Get to know your guests Offer your favorites Offer house favorites Compliment guest choice

Server Job Description Ring Guest Orders in the Computer Writedown guest order Repeat guest order to guest Review your order before you send to the kitchen Time the meal

Server Job Description Serve the Meal Know the plate Serve ladies first… Serve from the right Order complete? Ask questions Check back

Server Job Description Monitor the Meal in Progress Drink Levels Table Maintenance Extras No Interruptions

Server Job Description Conclude the Dining Experience Table completely bussed Proper guest check placement Thank guests Tour

Server Job Description Closing Duties Inspect all tables in section Specific closing sidework Be checked-out by manager Turn in check-out Clock-out

Reliable Cooperative Personable Healthy Clean & Neat Knowledgeable Attentive Diplomatic Good Managers Qualifications for the Job Management looks for Employees who are

Employee Standards“Personal Appearance Fresh & Clean” • Your appearance as a server on the job gives guests their first impression of you. • Guests may judge the restaurant on your appearance.

Employee Standardsbefore you come to work • Uniform clean and pressed • Polished Black Shoes, Black Socks and Black Belt • Apron Creased, ticket book and tickets, 3-5 click pens • No perfume or aftershave • Hair pulled back above shoulder • Jewelry & Make-up Conservative.. No piercings • Positive Attitude • Smile

Know your menu Have an opinion Recommend menu items Common guest allergies Healthy choices Before the Guest Arrives Study your Menu

Greet guests Be aware of personal space Inform guests of daily specials Make recommendations Approaching the Guest Table

Beverage Order Repeat order to guest Leave table with an upbeat comment Approaching the Guest Table

Know your product & services Recommend your favorite items Point out house specialties Making SuggestionsIncreasing the Guest Experience

Use a drink tray for all beverages Bev-naps Fill glasses full of ice for water/tea Bring an iced tea spoon for tea Replace watered down drinks Serving Drinks

Pick up coffee saucers to pour coffee Heat coffee Cup before serving Offer a new cup if a guest has let their coffee get cold Serving Drinks

Bistro hours Baking Friday The ingredients in every dish Special of the day or house specialty Restroom Parking Answering Questions things everyone should know

Website information Historic Facts about the School Special dinners that we may feature Menu Changes Answering Questions things everyone should know

Clear dishes from the right of the guests with your right hand Work quietly and efficiently Never scrape or stack the dishes at the table Never take more than you are able to handle Clearing Dishes from the Table

For parties of two clear plates together For parties of three or more clear dishes as the guest finishes their course Before dessert is served remove all service ware except water glasses and coffee cups Clearing Dishes from the Table

Carry plates Serve coffee Handle glasses Carry a tray Handle flatware Serve bread Right & WrongInteractive

Arrive to work with a positive attitude (3:45) Clock in Complete Sidework Avoid raising your voice to co-workers Assist co-workers when they need help and you are not busy Teamwork cooperate and work together

Priority is food running Refrain from chatting or gossiping with coworkers in the dining room If you are ill notify your supervisor as soon as possible Teamwork cooperate and work together

Keep it positive Talk about the weather, menu items Avoid Negative Comments About co-workers or the management Specific problems in the kitchen or being short-staffed Avoid the temptation to talk about your personal life Appropriate Topics of Conversation the art of small talk

Remember their Name Say Hello & Goodbye to each Guest Be Sincere Offer them Special Products we serve Tell them “your favorites” Walk the guest to the Restroom Never point at Guests Never interrupt their conversation Make Guests Feel Important

Guest complaints are handled by a manager or chef Step 1 Guest complains Step 2 Server apologizes and gets a manager Step 3 The server and the manager go to the guest together Handling Complaints

Front & Back Service Front Greet the guest Welcomes the guest Beverage Service Explains the menu Take guest order Address the host by name Back Delivers food Pour Water Bread Service Pre-sets Clear Plates Reset table

Front Server Checks Tables • Check reservations • Ensure your table is clean • Table base • Table top • Chairs • Check each place setting • Flatware • B&B plate • Napkin • Glassware • Salt & Pepper • Sugar caddy

Back Server Opening Sidework • Polish flatware & glassware • Ensure menus are clean • Expo area stocked and clean • Coffee station—make tea & coffee • Fill creamers • Fold/Stock napkins • Cut lemons • Butters—set up bread service • Back out china • Ensure classroom is tour ready by 5:30

Back Server Table Re-Set • Ensure your table is clean • Table base • Table top • Chairs • Check each place setting • Flatware • B&B plate • Napkin • Glassware • Salt & Pepper • Sugar caddy

Front Server Closing Sidework • Break down bread station • Break down water station • Re stock expo area • Bring out all china and glassware • Restock hot tea service area • Store Tea • Wipe down tea urns & replace • Stock coffee cups • Bus Tables

Service & Hospitality