Server/Bar Training Manual

Lang
Restaurant
Group
1
6/2/2013
TRAINING MANUAL (VERSION 092613)
Server
Server/Bar Training Manual

TableofContents
INTRODUCTION ......................................................................
............................................3
SERVER FUNCTIONS AND
RESPONSIBILITIES ..................................................................
.4

GENERAL GUIDELINES AND

RESPONSIBILITIES ................................................................4
SERVER OPENING
PROCEDURES ........................................................................
................9
SERVER CLOSING
PROCEDURES.........................................................................
................9

THE
GUEST..............................................................................
..........................................11

SERVICE ...........................................................................
..................................................15

QUALITY
CONTROL ...........................................................................
...............................20
TABLE
INTRODUCTION ......................................................................
..............................22

ORDERING
PROCEDURES.........................................................................
.........................24

PERSONAL
APPEARANCE ........................................................................
.........................26
SUGGESTIVE
SELLING ...........................................................................
...........................27

DESSERTS...........................................................................
................................................29

CLOSING OUT A
TABLE..............................................................................
......................29

PRESENTING THE
CHECK .............................................................................
....................29
HANDLING
CASH ..............................................................................
...............................30
FAREWELL ..........................................................................
...............................................31
TABLE BUSSING AND
CLEANING ..........................................................................
..........32
CHECK OUT
PROCEDURES ........................................................................
.......................33
CONCLUSION ........................................................................
............................................35

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Introduction
Congratulations
on
being
selected
to
perform
oneofthemostimportant,challengingandrewardingjobsatSteelCitySamichesandTwistedJimmy
�s!
AsaServer,youwillsetthestageandhaveadirectimpactoneachguestexperience.Youwilldeterm
inewhethereachguestsfeelswelcome,appreciatedand
well
cared
for.

We
will
provide
you
with
the
training
you
needtobe
successful.
Wetake
great
pride
in
our
quality
food,
cleanliness,
and
friendly,
responsive
service.
Our
high
standards
canonlybemaintainedthroughgreatpeoplelikeyouwhoshareourvaluesand
desireto
dothe
verybestjobpossible
forour
guests
everyday.

Asaserver,itisessentialthatyoumaintainanenergetic,friendlyandcaring
attitudeatalltimes.Itisyourresponsibilitytoseethateachguestismadetofeelspecialanden
joysourfunatmosphereandgreatfoodandbeverages.

The
guidelines
listed
on
the
following
pages
have
been
established
to
help
you
in
yourefforttoprovidethesequalitiestoourguests.Alongwiththehands-�-on
training
you
will
receive,
this
manualwillprovideanswerstoquestionsyoumayhave
regardingyour
tasks,responsibilities
and
operatingprocedures
forSteel
City
Samichesand/orTwistedJimmy�s.

WelcometotheSteelCitySamiches&TwistedJimmy�sTeam!

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JOBDESCRIPTION
Title SERVER

Location STEEL CITY SAMICHES

Reports

MANAGER

to

Job summary:

The purpose of this position is to interact with guests and ensure they have a
great experience
while dining at Steel City Samiches/ Twisted Jimmy�s. Servers are responsible for
positive
interactions while serving guests in a friendly and efficient manner. Servers are
expected to be
attentive to guest�s needs and making them feel welcome, comfortable, and relaxed
at all times.

Duties & Responsibilities:

�
Clean/Preparetables,fillnapkindispensers,refillcondiments,wrapsilverware
�
Knowledgeofcurrentmenu,specials,86�ditems,etc.

�
Directinggueststotables,presentingmenus,suggestingdishes,assistinginselections,info
rmingguestsofmenuitem
details,communicatingordersto
the
kitchen
via
POS
system
�
Maintainproperdiningexperience,deliveringfood/drink,fulfillingcustomerneeds,removin
gdishes,replenishingutensils,refillingglasses
�
Preparefinalbill,presentchecktoguest,acceptpayments,returnchange
�
Bus/cleantableimmediatelyafterguestsleave
�
Perform
cleaningtasksasneedordirectedbyManager
�
Fillinfor
absentstaff
as
needed/as
directed
�
GreetALLguestswarmlywithanappropriategreeting
�
Adheretogroomingandappearancestandards
consistently
as
described
in
EmployeeHandbook
�
Knowledgeand
application
of
correct
IDing
procedure
for
alcohol
consumption/purchase
�
Be
ready
and
willing
to
assist
other
serversas
needed
�
Washdishesasassignedbymanagerand/orduringslowperiodsONLY
�
Keeprestroomscleanandstockedwithnecessarysupplies
Qualifications:

�
Be able to communicate clearly
�
Basic
knowledge
of
food
presentation,
preparation,
and
handling
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�
PossessbasicmathskillsandhavetheabilitytohandlemoneyandoperatePOS
system
�
Beabletoworkinastandingpositionforlongperiodsoftime
�
Beabletosafelyliftandeasilymaneuvertraysoffoodfrequentlyweighing
up
to
25
pounds
�
Punctuality
and
reliable
attendance
�
Honesty
and
integrity
Disclaimer:

The above statements are intended to describe the general nature and level of work
being
performed by people assigned to this classification. All personnel may be required
to perform
duties outside of their normal responsibilities from time to time, as needed.

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Server Functions & Responsibilities

Successfulsalesandserviceresultfrom
confidence,whichcanonlybedevelopedthroughknowledge.Wewillprovideyouwithamplemateria
ldevelopthenecessary
knowledgeandconfidenceinrelationtoservicetechniques,themenuandthe
drink
list.
You,
as
a
server
forSteelCitySamiches&TwistedJimmy�s,mustlearnit.

General Job Guidelines And Responsibilities

�
Whentakinginorder,alwayslookthecustomerdirectlyinthe
eyes,
and
stand
erect.
Never
lean
or
write
on
the
table.
Never
crouched
down
on
your
knees.
�
Neverhandleaglassbytherim
withyourhandoverthe
drinking
surface.
�
Neverhandle
silverware
with
your
hand
overthe
eating
surface.
�
When
handling
plates
or
food,
never
let
your
hand
touch
the
eating
surface
or
the
food.
�
Helpyourguestsasmuchaspossible.Gotheextramiletogetanswerstoanyquestiontheymayhave.
�
Know
your
schedule.
�
Knowwhattimetobehereforeachshift.
�
Know
what
the
daily
specials
areand
what
they
cost.
�
Know
the
history
of
the
restaurantand
bar.
�
Knowthemanagers.
�
Avoidanylongconversationsatanyparticulartable.Thiswillonlyupsetyourothercustomers.
�
Clearyourmindofeverythingexceptworkwhenyouwalkinthedoor.Whenyou�reatthetablemakesur
eyourmindisat
the
tabletoo.
Guests
can
tell
when
their
server
is
not
totally
mentallypresentwiththem
atthetableandithasanegativeimpactontheguestexperienceandtheserver�stip.
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�
If
you
get
behind,
ask
for
assistance.
You�ll
never
get
in
trouble
forasking.
�
Keep
yourself
geared
up
so
that
you�re
ready
for
any
rush.
We
getmostofourcomplaintsduringthebusiness�sslowperiod.
�
Don�tever
stand
around
orleanonanything.Youcanalways
be
cleaning.
Performingsidework,
wiping
shelves
or
the
POS
station,
etc.
Also
aserver
nevergoesinto,
orleaves,
dish
empty-�-handed.
Full
hands
in,
full
hands
out!
�
Donotservecustomerssittingatthecounterfrom
the
customersideofthecounter.Servefoodandbeverages,andhaveinteractionsfrom
behindthecounter.Customers
feel
awkward
needing
to
turn
to
look
at
their
server.
�
Alwaysbesurethatallofyourfoodissecurewhenyouleavethekitchen.Becomecomfortablecarryi
ngfooditemswith
trays.Donotbalancefooditems,drinksorplatesagainstyourbody.
�
Alwaysbecarefulenteringthecookingarea.Alwayswalk
quickly,
but
never
run.
This
will
prevent
serious
accidents
and
extra
work
for
everyone.
�
Ifanorderisdelayedinthekitchen,firstinform
themanager,
andthentellyourcustomers.Themanagerwillgotothetableand
explain
the
situation
as
well.
Get
your
stories
straight.
Neverhidefrom
yourcustomers
�
Learntouseyourtimewisely.Wheninyoursection,checkallthe
tables
before
going
back
to
the
kitchen.
Do
not
goto
one
table
then
goto
the
kitchen.
Consolidate
your
trips.
Fill
up
all
glasses
in
your
whole
section,
clear
all
plates,
and
then
go
on
to
somethingelse.Thisisthesecrettorunningvolumeand
makingmoremoney.
�
Alwaystrytotakeoutcompleteorders.Iftheentireorderisready
exceptfor
aside
order,take
outthe
entr�es
and
have
someonefollowyouinafewsecondswiththesideorder.Don�t
let
entr�es
get
cold
because
of
a
side
order.
Everything
goes
out
hot.
�
Ifyourentiresectionclearsatonetime,don�ttakeordersfrom
four
orfive
new
tables
at
once.
You�ll
end
up
running
yourself
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todeathfor20minutes,andhavingnothingtodofor10.Takeoneorder,thengotothenexttableandt
ellthem
you�llberight
backwiththem
totakeTHEIRorder.Takedrinksand
appetizers
out
to
the
first
table,
and
then
go
to
the
others.
Nevertakethreeorfourordersatthesametime.Thisonlymeansthatyouwillhavethreeorfourorde
rsofhotfoodcomingoutatthesametime,whichwouldbeimpossibletoget
out
all
at
once.
Think
ahead.

�
You
won�t
believe
how
patient
people
will
be
if
they
just
see
you.Don�thidefrom
yourcustomers.Ifyouusethismethodin
takingorders,youwillfindthatyourfoodwillbeoutmoreconsistentlyontime,andyouwillgivem
uchbetterservice
overall.
You
willhavemoretimetoconversewithyourcustomers.Peoplelookformorethanjustgoodserviceand

foodwhen
they
goouttoday.
Theywantatotaldining
experience.
They
look
for
that
little
extra
personal
touch
which
only
you
as
their
server
can
give
them.Neverspendmorethan
twominutesawayfrom
yoursection.Noserverevermadeany
moneyinthekitchenor
in
anotherareaoftheestablishment.
�
Anytimeyouwaitonacustomer,putyourselfintheirplaceand
ask
yourself
if
you
wouldbe
happy
with
thejob
you
did
at
that
table.
�
Ifonepersonasksforsomethingatatable,makesureyouaskeveryoneatthetableiftheytoowouldl
ikethatitem.Thiswillsaveyoualotofextratrips.Ifonepersonrequestsmoretea,
ask
everyone
at
thetable
if
they
needmoretea.
�
Whenservingfreshtea,alwaysaskthecustomeriftheywouldlikesugar,sweetenerorlemon.Thisw
illsaveyouatriplater.
�
Whenrefillingdrinks,neverhandletherim
oftheglassandalwaystaketheglassoffthetableifpouringfrom
apitcher.
Pourinanaisle,neverovertopofthecustomer.
�
Wheneveryouarereachingacrosssomeoneorservinginfrontofsomeone,excuseyourself.
�
Alwayskeepyourfingersandthumbsofftheplatesyouserve.
�
Punctualityisveryimportant.Ifyougettowork
late,
you
start
out
behind.
BE
ON
TIME.
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�
Weknowthatserversworkfortips.Allpeopledonotrealizethis.Ifyougetslightedonatip,itmay
bebecausepeoplethink
the
tip
is
included
in
the
bill
or
because
they
just
don�t
liketo
tip.Thecustomer
isNOT
required
to
tip.If
yougetstiffed,itis
unfortunate,butyoumusttakethegoodwiththebad.Any
customerfeedbackaboutanemployeeregardingabadtipwillnotbetoleratedandthisisgroundfor
immediatedismissal.
�
NEVERSITDOWNWITHA
CUSTOMER
or
friend
while
on
duty,
even
if
they
ask
you
to.
�
When
waiting
on
parties
of
one,
or
an
aceas
they
are
called
in
the
restaurant
business,
special
attention
shouldbe
paidto
them.Theyaregenerallyinandoutquickerthanotherparties,
and
they
are
usually
the
bestpercentage
tippers.
�
Ifacustomerleavesyouanofferedtobuyyouadrink,justtellthem
you�llbehappytoaccepttheofferanothertime,when
you
are
not
on
duty.
�
Themostneglectedcustomerintherestaurantisthelatecustomer.Peoplewhocomeinthelastfewm
inutesoftheevening
are
usually
the
best
tippers.
They
do
not
care
how
busy
it
was
or
how
tired
you
are.
They
are
hereto
enjoythemselves.Restaurantsarenotedforhurryingalonglatecomingcustomers.Wearenotrush
ingthem,butwemustget
theirorderbecausethekitchenisclosing.Theymaysitthereandenjoytheirmealwaslongastheyw
ish.Treatthem
as
thoughtheyarethefirstcustomersoftheevening.
�
Atipshouldneverberemovedfrom
atablewhilethecustomer
isstillthere.Unless,however,thecustomerhandsittoyouor
motionsforyoutocomeandgetit.
�
Ifyou�rehavingaproblem
withanotheremployee,godirectlytothemanager.Donotconfronttheotheremployee.Problems
shallnever
be
discussedinfrontofanycustomers,even
regulars
orfriends.
�
Ifyoumustgotothebathroom
duringtheshift,asksomeoneif
they
will
please
watch
your
section
while
you
were
gone,
and
inform
amanagersothattheyarenotlookingforyou.
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�
Unauthorized
personsare
not
allowed
in
the
kitchen,
behind
counters,orbars.Ifoneappears,politelybutfirmlyescort
them
outandgetthemanager,orwhomeveritisthattheywantedto
speak
to.
�
Noserveristo
change
hisorhersection
orpickupextratables
without
theconsentofthemanageronduty.
�
Noserveristo
transfer
responsibility
oftables
to
another
serverwithouttheconsentofthemanageronduty.
�
Tipsarenotincluded.Askthemanagerondutyaboutlarge
party
gratuities.
�
Alwayscheckyourglasswareforcracksand
dried
food
before
fillingthem.
�
Noeating
ordrinking
inthe
frontof
the
house
during
operationhours.Nogum
chewingorsmokingEVER.
�
Neverattempttoadjustthelights,thermostats,orradiointherestaurantorbar.Ifthereisapro
blem,getamanager.
�
Cash
countresponsibilities
are
only
to
be
handled
by
managers.NOEXCEPTIONS.
�
Servefoodfrom
customer�sleft.
�
Servebeveragefrom
customer�sright.
�
Cleareverythingfrom
customer�sright.
�
Servewomenandchildrenfirst,thenmen.
�
Whenever
you
serveacourse,
askif
there
isanything
else
you
can
do
for
the
table.
�
Removesoileddishesandsilverwareaftereachcourse.
�
Offer
the
entiretable
additional
beverages
whenever
anyone
is
getting
low.
�
Bringcondimentstothetablebeforetheyareneeded.
�
Neverwalkawayfrom
atablewithoutacknowledgingits
requests.
�
Neverassumethatthechangesyourtip!
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Server Opening Procedures

At
the
beginning
of
each
shift
�

1.
Attendtoallessentials(restroom,dining,clothingadjustments,
grooming)beforeyouclockin.
2.
Clockinnosoonerthan5minutesbeforethestartofyourshiftunlesstoldotherwisefrom
amanager.

3.
Checkyoursectionassignment.
4.
Checkthe
daily
serviceclipboard
forspecials,soupof
the
day,
�86�d�items,etc.
5.
Conductyour
sectioncheckpoints
q.
Tabletops
clean
q.
Cleanwallswindowsills,molding,pictureframes
q.
Table
base
clean
q.
Chairs
wiped
q.
Alltabletopcondimentsanddispenserscleanandfull
q.
Salt
and
pepper
shakers
clean
and
full
q.
Floor
clean

6.
Perform
openingsidework�(makingtea,cuttinglemons,
stocking
desserts,
etc.)
Server Closing Procedures

At
the
end
of
each
shift
�

1.
Whenclosingyoursection,perform
thefollowing
q.
Tabletops
clean
q.
Cleanchairs
�seats,
backs
and
legs
q.
Cleanbooths

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q.
Wipedownwalls,sills,molding,andframes
q.
Cleantable
bases
q.
Tabletopcondimentsanddispenserscleanandfull
q.
Salt
and
pepper
shakers
clean
q.
Cleanfloor

2.
Completeassignedclosingsideworkduties.
3.
Begin
check-�-outprocedures.
4.
Clockout.
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The Guest
Never
underestimate
the
importance
of
a
guest!!!

�
Aguest
is
not
dependent
upon
us�wearedependentuponhim
(or
her).
�
Aguestisneveraninterruptionofourwork�he
is
the
purposeof
it.
�
Aguestdoesusafavorwhenhecomeshere�we
are
not
doing
him
afavorbyservinghim.
�
Aguestispartofourbusiness
�not
an
outsider.
�
Aguestisnotacoldstatistic�heisafleshandbloodhuman
beingwithfeelingsandemotions,likeourown.
�
Aguestisapersonwhobringsushiswants�it
is
our
job
to
fill
those
wants.
�
Aguestisthedeservingofthemostcourteous
and
attentive
treatmentwecangivehim.
�
AguestisthelifebloodofSteelCitySamichesandTwistedJimmy�s.
�
Aguestisthereasonwhywehaveajobtoofferyou.
You Must Be Able To Serve Many Different Types Of Guests

Tomakeappropriateselling
suggestions,
and
givegoodservice,itis
helpful
to
recognize
you
knowhow
to
handle
all
types
of
guests.
For
example

The
Timid
Guest:
Genuine
interest
in
patient
understanding
will
put
this
type
of
guessatease.Evenacommentontheweather
canmakehim
feelathome.

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The
Aggressive
Guest:
Thistypemustbehandledina
courteousandbusinesslikemanner.
Kindnessand
politeness
can
often
changehim
intoasteadyand
appreciativecustomer.

The
Fussy
Guest:
This
is
one
of
the
hardest
guests
to
please.
Tryto
stay
onestepahead
of
him
bylearningthethingsthatirritate
him.Besuretohaveeverythingjustright,before
servingthe
fussy
guest.
Rememberallofthelittlethingsthefussy
guestespecially
likes,
evenwhen
theymayseem
peculiartothe
average
person.

The
Over
Familiar
guest:
Be
courteous,
dignified,
and
avoid
long
conversations.Stayawayfrom
the
table,
except
when
actual
service
is
needed.
Never
try
to
give
a
wisecrack
answertoasmartremark.Youonly
cheapen
yourself
and
lower
yourself
tothesamelevelastherudenessof
the
guest.

The
Guest
who
is
Alone:
Don'tcallattentionby
askingif
heis
alone.Theguestmaybelonelyand
wantsomeonetotalkto.Befriendly,
but
don't
neglect
other
guests.
With
nobodytotalkto,timeseemslong,so
serveas
quickly
as
possible.
This
couldbeyourmostcriticalguest.

The
Noisy
Troublemaker:
Don�tbedrawnintoarguments.Speak
softly.
Don�tantagonize.
Refused
to
participateincriticism
of
management,theestablishment,or
other
personnel.

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Guest
with
injuries/disabilities:
Behelpful,askifyoumay
assistthem,butdonotbe
too
eager.Be
considerate;
donotcallattention
by
hovering.Alwaysmakeadisabled
guestfeelimportantand
accommodated.

I Am Your Guest

�You
often
accuse
me
of
carrying
a
chip
on
my
shoulder,
but
I
suspect
this
is
because
you
do
not
entirely
understand
me.
Isn�t
it
normal
to
expect
satisfaction
form
one�s
money
spent?
Ignore
my
wants
and
I
will
no
longer
appear
in
your
restaurant.
Satisfy
those
wants
and
I
will
become
increasingly
loyal.
Add
a
little
extra
personal
attention
and
a
friendly
touch
and
I
will
become
a
walking
advertisement
for
you.�

�When
I
criticize
your
food
and
service
to
anyone
who
will
listen,
which
I
may
do
whenever
I
am
displeased,
pay
attention.
I
am
not
dreaming
up
displeasure.
It
lies
in
something
I
perceive
you
have
failed
to
do
to
make
my
eating
experience
as
enjoyable
as
I
have
anticipated.
Eliminate
that
perception
or
you
will
lose
my
friends
and
me
as
well.
I
insist
on
the
right
to
dine
leisurely
or
eat
and
haste
according
to
my
mood.�

�I
refuse
to
be
rushed
as
I
abhor
waiting.
This
is
an
important
privilege
that
my
money
buys.
If
I
am
not
spending
big
money
this
particular
time,
just
remember,
if
you
treat
me
right
I
will
return
with
a
larger
appetite,
more
money
and
probably
with
my
friends.�

�I
am
much
more
sophisticated
these
days
that
I
was
just
a
few
years
ago.
I've
grown
accustomed
to
better
things
and
my
needs
are
more
complex.
I�m
perfectly
willing
to
spend,
but
I
insist
on
quality
to
match
prices.
I
am

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above
all,
a
human
being.
I
am
especially
sensitive
when
I
am
spending
money.
I
can�t
stand
to
be
snubbed,
ignored
or
looked
down
upon.�

�Whatever
my
personal
habits
may
be,
you
can
be
sure
that
I'm
a
real
nut
on
cleanliness
at
restaurants.
Where
food
is
concerned
I
demand
the
strictest
sanitation
measures.
I
want
my
meals
handled
and
served
by
the
neatest
of
people
and
in
sparkling
clean
dishes.
If
I
see
dirty
fingernails,
cracks
dishes
or
soiled
tables
you
won�t
see
me
again�

�You
must
prove
to
me
again
and
again
that
I
have
made
a
wise
choice
in
selecting
your
restaurant
above
others.
You
must
convince
me
repeatedly
that
being
a
restaurant
guess
is
a
desirable
thing
in
the
first
place.
I
can,
after
all,
eat
at
home.
So,
you
must
provide
something
extra
in
food
and
service.
Something
so
superior
it
will
beckon
me
from
my
own
table
to
yours.
Do
we
understand
each
other?�

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Service

Definition
of
�service�
according
to
Webster:
To
work
for.
To
ministerto.Tosetonatableforameal.Tomanageorwork.Todeliverortransmit.

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

OUR
definition
of
service:

�The
manner
in
which
the
customer
is
treated.�

If
you
think
we
are
in
the
restaurant
business,
youare
wrong!
We
are
inthebusinessofretailsales.Wemanufactureavarietyofproducts
andmerchandiseinourkitchenandbar.Then,weofferitforsaleto
customersinadisplayserviceareaknownascountertops,tables,anddiningrooms.Unlikemostre
tailoperations,suchasdepartment
stores,ourproducthasalimitedshelflife,duetopotentialspoilage.

Thereisagreatersenseofurgencyforselling,moving,andserving
ourproducts.Ourrestaurantisnotmerelyaplacetoeatordrink,but
ratherabuildingdesignedtoaccommodate,facilitate,andpromotetheretailsalesoffoodandbe
veragestocustomersthroughservice.
Weprovideserviceasawayofmakingsalestoourguests.

The
difference
between
a
restaurant
and
other
retail
sales
organizations:

1.
Inarestaurant,wemanufactureANDsellourproduct
underthesameroof.
2.
In
a
restaurant,
we
know
our
guests
are
here
to
buy,
not
browse
(guests
are
guaranteed
readyto
spend)
3.
Inourrestaurant,ourguestsmayreturnasmanyasthree
timesaday(launch,dinner,latenight).Althoughthisisunlikely,someguestsmayberegulars,d
ayafterday.Noonebuysthesameshoes,pants,orsocksthreedaysina
row.
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4.
Departmentstoresprovideservice.Restaurantsprovidehospitality:awarm
feelingfrom
feedingboththebodyand
the
soul.
5.
More
entertainers
open
restaurantsand
bars
then
departmentstores.Why?Becauseit�slike
running
a
show.
Our
function
asaRestaurant
istoacquireandmaintainbusiness,to
turncasualcustomersintoloyal,repeat
guests.

Five
basics
of
service
excellence:

1.
Lookatme.
2.
Smileatme.
3.
Talktome.
4.
Listentome.
5.
Thankme.
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Remember,
every
restaurant
owes
its
existence
to
its
customers.

Whenacustomerformsanopinionofanyfoodestablishment,service
and
food
presentationstandalonenomatterhowbeautifulthesurroundings
orhowdelicious
the
food;poor
servicewillcertainly
ruinthe
entire
diningexperience.

Whendevelopinggoodservice,promotethesequalities:promptness,
courtesy,goodmanners,enthusiasm,andteamwork.Inshort,project
a
professional
attitude.
Unless
you
attain
this
goal,
you
will
not
beable
to
provide
the
high
quality
of
servicewe
expect
here
at
Steel
City
SamichesandTwistedJimmy�s.

Eachtimeyouservicetable;ourreputationrestsinyour
hands.
You
have
the
power
to
influence
the
opinion
of
those
people.
If
they
are
happywithyouandyourservice,theywillprobablyreturn.Theymayalsorecommendourrestaurant
totheirfriends.Howeveriftheyare
not
happy�

In
order
to
be
properly
efficient,servicepeoplemustbeconstantly
awareoftheircustomers�needs.Anticipatewhattheywillwant.
Learntoreadexpressionsandbodylanguage.Ifacustomerisfranticallyrubbernecking,wavingh
isarms,ornodding,chancesare
heneedssomething.Themorehemustaskforservice,thelessenjoyable
this
evening
will
be.
The
tip
he
leaves
you
will
reflecthis
feelings.

You
will
be
trained
byourmostexperiencedandqualified
people.
Themoreattentive,enthusiastic,andpatientyouare,thesooneryou
willdeveloptheworkhabitswhichmakeyouanexcellentserver,
capable
of
taking
great
care
of
our
guests
and
be
rewarded
financially
too.

Serving
the
public,
in
anybusiness,requiresavastamountof
humilityandpatience.Alwaysmaintainafriendly,butprofessionalattitude.
If
you
need
help,
ASKFORIT.Evenifyoubecomeanexcellentserver,therewillbetimeswhenyouwillgetbehind.Have
enough
considerationforyourcustomers,andthehouse,togetassistanceWHENNECESSARY.Remember-�-
Teamwork�no
business
can
survive
without
it.

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Arrive
on
time
foryour
shiftproperly
dressed,with
scrubbed
hands
and
nails,
clean
wrinkle
free
clothes,
and
clean
shoes.
If
your
appearanceissloppyyourperformanceissloppy.
Your
appearance,
dress,posture,
and
expressions
broadcastto
everyonehowyoufeel
about
you.
Take
pride
in
yourselfand
others
will
be
proud
of
you.

Introduce
yourself.
Customerswanttoknowwhoisservingthem;Itistheaddedpersonaltouchenjoy.Also,iftheyhavee
njoyedtheir
visit,theycanrequestyoursectionagain.Theymighteventelltheirfriendstoaskforyou.Inthi
smatteryoucandevelopafollowing.

When
people
go
out
to
eat,
they
want
to
relax.
They
want
you
to
helpthem
decidewhattoeat,whentoorder,whattodrink,etc.You
are
thereto
fulfill
their
needs.
Don�t
be
pushy;
dobe
confident.
Often
a
customerisnervous.Itisyourjobtomakeguestsfeelcomfortable,socomfortabletheywanttocom
eback.

Don�t
be
afraid
of
customers.
90%ofthe
people
diningoutwon�t
noticeasmallmistake.Berelaxed,butalert,andefficient.Alwaysbe
in
control
of
the
situation.
Be
strong,
yet
polite.

Always
be
your
self.
Developyourowntablesidemanner.Avoidusingrepetitiousphrasesorseeming�plastic.�Yourcu
stomerswill
know
you
are
faking
it,
and
they
will
resent
your
attitude.

Never
talk
about
guests.
Donotgossip,brag,orcomplainabout
gueststootheremployees,customers,
friends,ormanagerswhile
on
duty
oroutside
ofwork.
Thiswillgetbackto
themand
us.Also,other
guests
hear
this
type
of
discussionandbecomeuncomfortable,
thinkingthatyouwillalsotalkaboutthem
once
they
leave.
Do
not
engage
in
thisbehaviorevenifanotheremployeeapproachesyou
with
such
words.
Being
witnessed
talking
about
guests
or
the
likebymanagementoranycustomerfeedbackaboutanemployeeregarding
talkingaboutacustomer,tip,orothercustomerrelatedexperiencewillnotbetoleratedandthis
isgroundforimmediatedismissal.

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Customer
service
turnoffs:

�
Dirtyplatesinhandwhengreetingcustomers.
�
Notknowing
whatthey
are
drinking,
i.e.,�Ithinkthis
isDiet
Coke�
right?�
�
�Discussion
groups�
of
three
or
fouridleservers.All
discussionsshouldbeheldinemployeeareas,notwithinvieworearshotofcustomers.
�
Notacknowledging
waiting
guests.
�
Answeringthephonewith,�Holdplease.�
�
Skippingtraditionalwarm
wordssuchas�hello�or�welcome�
when
greeting
guests.
Greeting and Seating
Ourcustomersarenotalwaysveterancustomersandwillnotalwaysknow
the
style
oftable
servicewe
provide
until
they
experience
it
with
us.

Asyoumayknow,wedonothaveahost/hostesstogreetourenteringcustomers.Youandyourfellowse
rversarethehost/hostessaswell
astheirserver.Anenteringcustomeristobegreetedbyastaffmemberwithinsecondsofwalkingth
roughourdoor.A
proper
greetingis�Hifolks,WelcometoSteelCitySamiches[Twisted
Jimmy�s]!�Followingyourgreeting,inquireiftheyaredininginor
placing
a
take
out
order.If
the
patron
is
ordering
takeout,
provide
them
withafulltablemenutobrowseandorderfrom
inadditionto
anyofourfeaturemenus.Donotforcethem
tolook
at
a
papertake
outversionofourmenu.Beforetakingpaymentfortheirorder,askthe
patron
if
they
would
like
a
beverage
while
they
are
waiting
for
the
order
to
be
prepared.

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If
the
patron
is
dining
in-�-
housewithus,politelymentionthattheymayseatthemselvesattheseatoftheirliking.Iftheyha
veasmall
child
or
infant,
offer
a
highchair
or
booster
seat
for
the
child.
If
they
are
in
a
large
group
and
would
like
a
larger
table,
rearrange
thetable
forthem
andbesureitisproperlysetbeforemovingon.Aftergreetingapatronandallowingthem
tochoosea
seat,
proceedto
the
tablewithmenusfortheentireparty.Children�smenuswith
alternate
menuoptionsforchildren12andunderaretobepresentedtoapplicable
parties.Afterpresentingthemenustothetable,allowthem
timetoreviewourfeaturesmenuanddrinklistbysayingsomethinglike,�I�llbeyourservertoday
,I�llgiveyoufolksaminutetolookover
themenuandI�llbebackinjustaminute.�

DONOT
lead
offto
atable
by
presentingthem
menusandimmediately
tryingtogetadrinkorderfrom
them.Youmustbegivingthepatrons
timetosettleinandstartreviewingouroptions.Returntothetablenolongerthan2minuteslater
.

If
you
greet
a
table
that
you
will
not
be
theserverfor,stillofferthem
seatingandfollowthem
withmenus.Oncethemenusareonthetable
simplyletthem
knowwhotheirserverisandthattheywillbewith
them
injustaminutetotaketheirdrinkorder.Promptlylettheserver
up
know
that
you
seatedatableforthem.Ifsomeoneelseseatsatable
foryou,besuretomakeitthereandtaketheirdrinkorderwithin2minutes.Evenwithhandsfull,ac
knowledgingyouareawareofthem
letsnewtablesknowthatyouareworkingyourwaytothem
andthat
they
are
not
forgotten.

Thisprocessofgreetingandseatingletseverycustomerknowthatwe
areawareofthem
andgladtohavethem.Thisisaveryimportant
process
that
we
want
to
see
handled
very
professionally.

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Quality Control
Qualitycontrolisaprimaryresponsibilityofeveryemployeeservingfoodanddrinkstothecusto
mer.Youarethelastpersontocomein
contactwiththefoodbeforethecustomerdoes.Ifsomethingdoesnotlook
right
or
is
not
presentable,
DO
NOT
SERVE
IT!
The
saying,
�People
eat
with
their
eyes�
is
very
true.
Make
sure
all
of
your
products
look
good
on
the
plate.

Things to look for before leaving the kitchen:

1.
HOT
food.
Fewthingsaremorebasicbutmoreimportant.Check
to
see
if
your
food
is
hot.
Justbecausesomethingisinwindow,
doesnotmeanthatitishot.Ifitisnotahot,DONOTTAKEITOUT.
Tellthemanager.NEVERyellorarguewithacook.Godirectlyto
themanager.Thiswillalleviatealotofproblems.
2.
Clean
plates.
Alwayscheckanyplates,
silverware,
andnapkinsbeforeyoupresentthem
tothecustomer.Checkfood
baskets
for
grease
spots,
spilled
food,
etc.
3.
Correct
portions.
Alwayschecktoseethattheproductisinthe
rightportions.Make
sure
you�retakingYOURorder.This
canbe
veryembarrassingatthetable.Alwaysaskyourselfifyouwould
eatthatitem
ifitwerebroughttoyou.
4.
Call
for
back-�-ups.
Ifsomethinginthekitchenlookslowandyou
are
about
to
run
out,
TELL
SOMEONE.
If
you
takeone
of
the
last
desserts,
callfor
back-�-ups.
5.
When
bringing
out
drinks,
be
certain
the
glass
is
clean,
filledto
the
proper
level,
and
that
the
garnish
is
correct,
freshand
attractive.
6.
COLD
food
isasequallyimportantashotfood.Makesurecoldfoodsaregoingoutcold,notwarm
orcool,
but
cold.
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7.
Bring
necessary
condiments
BEFORE
the
order:
i.e.,
ketchup,
vinegar,
hot
sauce,
etc.
8.
Check
back�withinTWOBITEStomakesureeverythingis
perfect.
Don�t
say,
�Is
everything
o.k?�
Guests
hear
this
trite
saying
sooftenit�smeaningless.Saysomethinglike,�How�syourburger?�
Be
specific
and
sincere
in
wanting
to
know
the
answer.
9.
If
the
customer
is
not
satisfied
�orthereisobviouslysomething
wrong
at
the
table,
i.e.,
cracked
glass,
foreign
object
in
food,
not
cooked
properly,
etc.,
use
the
following
steps:
i.
Apologize.
ii.
Removetheitemsimmediately.
iii.
Getamanager.Managementwilltakethenecessarystepsinmakingsurethattheproblem
iscorrectedandthatthe
customeris100%satisfied.
10.Remember,
the
appearance
of
the
exteriorofthe
building,
the
greetingbyourstaff,thecleanlinessoftherestrooms,the
appearance
of
the
staff,
the
quenching
tastes
of
our
beverages,
the
flavor
and
freshnessofour
food,are
allequalquality
points.
WE
mustcontrolthequalityofourbusinessfor
the
experience
of
our
guests.

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Table Introduction
CRITICALLYIMPORTANT!!!�Immediatelyacknowledgeallnew
parties
in
your
section.
Regardless
of
how
busy
you
are;
you
are
never
toobusytoletyourcustomersknowyouseethem.Theycomehereto
be
taken
care
of,
so
don�t
start
out
their
dining
experienceby
ignoring
them.Allnewcustomersshouldbegreetedwithinoneminute.

Ifyourhandsarefull,thecustomerknowsautomaticallythatyou
can�ttaketheirorder,atthatminute.You
can
pause,smile,andsay,
�Hi,I�llbewithyouinjustaminute.�Thiswillsatisfythecustomersothattheyfeelimportantan
dwillbeabletorelaxuntilyoureturn.

Whenapproachingatableyourobjectiveistomakeyourguestsfeelwelcomeandconfidentinknowin
g
you're
theretotake
care
of
them.
Youmaydevelopyourstyleandmannerofaccomplishingthisbutherearesomesuggestionstohelpyo
ugetstarted:

1.
Don�t
start
out
by
giving
your
name.
Unless
your
guests
already
know
you,
they
don�t
really
carewhatyournameisatthispoint.
FocusonTHEM.Makethem
feelwelcome;thatthey�vemadea
gooddecisiontobeatourrestaurantandgivethem
asensetheyareinfriendly,competenthands.Beobservant,notscripted.It�s
okaytopaysomeoneatthetableasincerecomplimentortrytoopenupsomefriendlyrapport.Lateri
nthemealit�sgoodtogive
them
yournamebysayingsomethinglike,�Bytheway,mynameisAndrew,justletmeknowifyouthinkofany
thingelseyou�d
like.�
2.
After
delivering
food
to
the
table,
givethecustomerafew
minutestotrythedish,andreturntothetable.�How
is
your
burger
cooked?
Can
I
get
you
another�
martini,
iced
tea,
etc.?�
Whencheckingonfooditems,alwaysaccentuatethepositive,andeliminatethenegative.Doask,
�Did
you
like
that
wing
sauce?�
Don�task,�Was
everything
okay
tonight?�
Askanintelligent,
specific
question
and
showyour
concernaboutthe
answer
youget.Ifsomethingisn�tright,dowhatyoucantomakeitright.

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3.
Each
time
we
take
in
order,
beawareofwhatmightelevatethe
guests
experience.
Be
relaxed
and
friendly,
polite
and
professional.
Have
anideaof
whatextras
(appetizers,sides,etc.)
you�regoingto
suggestbased
upon
whatyougenuinely
thinkwillenhance
your
guests
dining
experience.Allowthecustomerstofinishorderingbeforeyoujumpinwithsuggestions.Iftheyhe
sitate,thenit�syour
turn.
�May
I
suggest
the
(POPULAR
MENU
ITEM)?
It�s
one
of
our
most
popular
drinks�
burgers�
etc.��
If
they
still
hesitate,
youmightsaysomethinglike,�Would
you
like
to
have
a
little
longer
to
decide?
Take
your
time
and
let
me
know
if
I
can
answer
any
questions.�
4.
Know
everything
on
the
menu
intermsofwhatisinit,andwhat
wouldgo
well
with
it.
Stayingupdatedonthisisveryimportantas
newitemsmaybepresentedattimes.Also,drinksarejustasimportantasfooditemsandthereareve
ryoftennewitems
available.
5.
Suggests
premium
liquor
inallcocktails.Itmakesthedrinktaste
better,
serversaretippedmore,andwhentheguestdrinksbetter,
the
server
drinks
better.
6.
Get
your
guests
first
drinks
tothem
withinFOURMINUTESfrom
taking
the
order;no
longer.
7.
Suggest
specific
appetizers
before
you
leave
thetableto
get
their
firstdrinks.Itsavesyoutimeandsteps.
8.
Learn
and
use
guest�s
names
whenappropriate.Alwaysuse
�Mr.�
or
�Ms.�
unless
you�re
told
or
you�re
absolutely
sure
it�s
propertouseaguest�sfirstname.
9.
Make
specific
suggestions
ateverystepofthemealifyouthink
it�s
appropriate:
drinks,
appetizers,
sides,
wine,
desserts,
and
afterdinnerdrinks.
Alwayskeepinmind;yourfirstobjectiveistoshowyourguestsagreattime,notPUMPUPTHECHECK.U
seyourbest
judgmenthere.Surewewanttosell,butmoreimportantly,
we
want
our
gueststo
leave
delighted
so
they
RETURN!
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Ordering Procedures

When
approaching
the
table,
be
sureto
have
your
pen
ready,
book
open,andpadready.Askthecustomeriftheyhaveanyquestions
concerning
either
the
specials
or
specific
items.Afteransweringthe
questions,
if
there
are
any,
ask
if
you
can
take
their
order.

ThrougheitherIcontactorverbaladdress,youmaystarttotaketheirorder.Besuretogatheralli
nformationfrom
eachguestbefore
proceeding
to
the
next.
If
possible,youshouldtaketheorderfrom
womenandchildrenfirst,andthenthemen.

Seatnumbersmustidentifycustomers;thus,
the
order
should
be
written
and
order
in
relation
toseat#1.
Seat#1
is
theseatclosest
to
your
left.
Moving
in
a
clockwise
direction,
continue
taking
the
orders.
If
no
one
is
sitting
inseat#1,moveinaclockwisedirectionuntilyou
findacustomer.Thiscustomerwillbecometheseat#1customer.The
reasonis
thatwe
need
to
knowwho
gets
what.There�s
agood
chance
someoneother
than
you
will
need
to
deliver
food
or
drinks
to
the
table.Therunnermustknowwheretoplacethefoodwithoutasking.

Takingtheorderisthetimeformakingrecommendations.Suggestappetizersthatwillcomplement
theguests�meal.Thisisonewinecan
and
shouldbe
offered.

Example:

2
4
3
1
You
Again,itisveryimportantthateveryserverrecords
ordersinthe
sameway.Ifafoodrunnertakesthefoodtothetableforyou,thenheknows
where
each
dish
belongs.

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Cooking times & Handling Timing Problems

Withourfiringsystem,onceanorderisrungtothekitchen,
preparationofthatitem
begins.Itisimperativethatappetizersare
rungfirst.Once
anorder
has
beenplaced,youcanexpectto
receive
lunchitemswithinsixtotwelveminutes,anddinneritemswithin
eighttotwelveminutes.Thistimemaylengthenduringabusyrush.
Your
tables'
experience
is
dependent
upon
your
awarenessand
servicetothecustomersfrom
thetimetheyareseated;tothetimetheyreceivetheirorder.If,bychance,youhavealongtimetic
ket,do
nothidefrom
yourtable.Notifyamanagerimmediately,andwewill
expedite
the
situation.

When
a
table
hasto
wait
longer
than
they
should
for
their
food,
don't
justapologize,offerthem
somethingfortheinconvenience.Itcostsushundredsofmarketingdollarstoattractnewcustome
rs;wecan't
affordto
lose
any.A
complimentarybeverageordessertisasmall
price
to
pay
to
let
a
guest
know
we
care
about
their
experience
andwe
wantthem
tocomebackandgiveusanotherchancetogetitright.

In
cases
where
the
kitchen
has
been
woefully
out
of
sync,
a
dessertor
beveragemaynotbesufficient.Tellthemanager-�-on-�-duty
aboutthe
situation.
Theyhave
the
authority
to
dowhatever
isneededto
try
to
makeamendsforabad-�-dining
experience.

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Personal Appearance
Youroverallimageisourimage.Youmakeadistinctimpressiononeachofourguests.Theimageyouc
reatecanenhanceordetractfrom
our
overallconcept
and
the
way
our
Restaurant
is
perceived
in
the
mindsoftheguest.Youareentrustedwithhandlingourguests'needs
andmust,therefore,reflectcleanlinessandwholesomenessatall
times.Alwaysremember...

�
Youareresponsibleforkeepingyouruniform
neatandcleanat
alltimes.Thereisnoexcuseforreportingtoworkoutofuniform.
�
Donotwear
scented
lotiononyour
hands,as
itclingsto
glassware.
�
Asmileispartofyouruniform.
�
Atnottimewillemployeeschewgum
oreatwhileinthepublic
areas
of
our
store.
�
Donotreportto
workwith
wrinkled
ordirty
clothing,or
unkept
hair.
Dress Code

When
you
walk
through
the
door
of
therestaurant,�YOUAREON.�
Youwillbeinformedofthedresscoderequirementswhenyoustartwith
us.
Your
designated
dress
code
will
also
includea
CONTAGIOUS,ENTHUSIASTICATTITUDE.Youarerequiredtoenter
thebuildingforyourshiftinFULLATTIRE.

Youarerequiredtowearasmileforallcustomers.NOEXCEPTIONS!

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Suggestive Selling
People
don�t
like
to
be
�SOLD.�Effective
suggestive
selling
is
subtle.
You
are
doing
the
guest
a
favor,
looking
after
his
best
interestsbyoffering
yourknowledgeandexpertiseandmakinghonestrecommendations.

Manyofourguestsarenotfamiliarwithourdailyspecials.Astheir
intermediary,youareinthepositiontosmooththewayforaconfusedguest.Aboveall,besincerea
ndhonest.Alwaysdowhat
you
truly
believeitisinthe�guest�s�bestinterest.Recommendeditemsyou
know
are
superiorand
you
are
certain
they
will
enjoy.

NEVEROVERSELL!Alwaysallowthe
guests
to
finish
ordering
before
you
start
suggesting.
Be
aware
ofwhatthe
guestis
orderingandmakesureheunderstandswhat
he
is
getting.

People like
to buy, but
hate to be
SOLD!
Suggest
appetizers
while
people
are
studyingthemenu."How
about
some
of
our
Slicker
Wings
or
sharing
an
Appetizer
Sampler,
with
your
dinner
this
evening?�

Suggests
side
orders
with
entr�es.
�Would
you
care
for
a
cup
of
soup
or
chili
or
a
side
salad
with
your
burger?�

Alwaysbepersuasiveanddisplaycompleteconfidence.Make
suggestionssopositively,thattheguestswouldn'tdream
of
questioning
your
recommendation.

Don�tasktheguesta�yesorno�question.Thisrequireshim
tomakea
decision.Remember,peoplecomeheretorelax,notthink.Ifyou
displayconfidenceandcompleteproductknowledge,theguestswilltrustyourjudgmentandallow
youtotakecareofhim.

Toselleffectively,youmustsometimesbringaneedordesiretotrysomethingtothesurface.Make
sureyouusetherighttypeof
language.

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For
example:

�
�Would
you
like
a
beer
tonight?�
If
the
guest
responds,
�No,�
yoursuggestionis
over
before
itgotstarted.

�
�Would
you
care
for
an
IPA
with
your
burger
tonight?
A
Southern
Tier
2X
IPA
would
stand
up
great
to
the
flavors
of
your
Bleu
Cheese
Burger�
With
this
approach,
you
have
exhibited
your
knowledgeand
confidence
offoodand
beerby
suggesting
a
specific
bottle
of
beer.
The
guesthas
now
developed
a
confidence
in
you.
This
will
greatly
enhanceyouropportunitytomakethissaleandmakeotherrecommendations.

Notevery
guestis
goingto
buy
abeer,
appetizer,
ordessert.
Butyou
mustremember,weknowtwofactsabouteverycustomer.

Every
Customer:

�
Isplanningtospendmoney.
�
Wantstohaveagoodtimeandenjoytheirmeal.
Ifyoukeepthesetwofactsinmind,youwillbeamazedathoweasyit
is
to
sell,
providing,
of
course,
youpossess
the
necessary
knowledge
and
confidence.
Through suggestive selling you can:

�
Increase
check�stotals.
The
higher
the
check,
the
better
your
chances
of
a
good
quality
gratuity.
�
Exposethecustomertoanewanddifferentproducthemaynot
have
tried,ifyouhadnotrecommendedit.Thus,theeveningismoreenjoyableandhemayreturnwithfrie
ndsandhasmoreofareasontotellothersaboutSteelCitySamichesandTwistedJimmy�s.
Suggestivesellingandmakingpersonalrecommendationsisanotheraspectofgoodservice.Event
ually,itwillcomeeasilyasyoubuild
your
self-�-confidence.

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Desserts
Itisagoodtimetoremindgueststosaveroom
fordessert,whenyoureturntotheirtabletocheckontheentrees.Atthistime,youmaywant
to
suggestafewdessertitems,toplantthethought.Later,whenclearing
the
table,
ask
your
guests
if
they
are
ready
to
try
dessert.
You
canthenbegintodescribeafewofyourfavoritedessertitems.

In
today�s
health-�-conscious
fat-�-freesociety,customersstayawayfrom
desserts�
NOTTRUE!You,theserver,canalwayssuggestsplittinga
dessertand
bringing
outadditionalforks
orspoons.
Thisiseffective
salesmanshipthatwillincreaseyourcheck,andalsoenhanceyour
guest�s
experience.

Closing Out A Table

Presenting the Check

Beforepresentingthecheck,lookitovertomakesureyouhavecharged
for
everything
correctly.

�
Appetizers
�
Soups
�
Salads
�
Entrees
�
Sides
�
Desserts
�
Coffee
�
Beer
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Afteryouhavedeterminedthatthecheckiscorrect,givethecheckin
a
booklet
to
the
host
of
thetable
(if
known),
orplace
it
in
the
center
of
thetableand
say,
�Thank
you.�
Makesuretoletthecustomerknow,at
thistime,thatyouarethecashierand
will
take
care
of
the
check
whenevertheyareready.Thereisnothingmoreaggravationforacustomerthanwanderingaroundlo
okingforacashier.Peoplealsohate
to
tip
when
they
are
standing
up
by
the
front
door,
waiting
for
the
waiter
or
waitress.
Do
not
let
your
tables
bring
checks
to
the
front.

Afterpresentingthecheck,takeafewstepsandglancebackatthe
table.Iftheyalreadyhavetheircashorcreditcardready,itmaymeanthey
are
in
a
hurryto
leave.
If
this
is
the
case,
tryto
close
the
transactionimmediatelyorassoonaspossible.Guestswillnoticeandappreciate
this.

Whenusingaserverbankingsystem;youareyourowncashier.You
areresponsibleforallofyourmoneyandcreditcardvouchersuntiltheendofyourshift.Youmusts
tartyour
shiftwith
your
own
$35that
isusedtomakeyouropeningchangebank.

Thecustomerispayingcash;DONOTMAKECHANGERIGHTATTHETABLE!!
Takethecheckandcashtothebackofthehouse,andmake
change.Neverputmoneyorsoileddishesorany
other
foreign
object
on
any
food
contact
surface
in
back
of
the
house
or
in
the
kitchen
line.
Returnthecheckandchangeinabook,andthankthecustomer.Ifthecustomerispayingwithacredit
card,followthehouseprocedure.
Once
the
guest
has
signed
the
voucher,
pick
up
both
the
check
and
the
voucher,andagain,thankthecustomer.DONOTexaminethetipasyouleavethediningroom!!

REMEMBER,
theprocessofclosingoutthecheckisthetimewhentheguestisdecidingonthetipamount.A
badimpressionhere
canundo
allpreviousgoodimpressions,andhaveadirecteffectonyourgratuity.

Handling Cash

Herearetheprocedurestofollowwhenreceivingapaymentincash

1.
Asnotedabove,nevermakechangeatthetable-�-go
to
the
nearest
serverstation.
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2.
Whenmakingchange,alwayscountittwice.
3.
Givetheguestsomeoneandfivedollarbillstotipyouwith.
4.
Return
the
change
to
the
guest's
tableina
book.
5.
Alwayskeepyour
cash
and
receipts
in
a
book
in
your
apron.
6.
Paperbillsmakenonoisewhenithitsthefloorsobeverycarefulwith
your
bills.
7.
Neverleaveyourmoneyorbookunattended.
8.
Ifyouareconcernedaboutcarryingtoomuchcashduringashift,
makeadropwithamanagerinexchangeforanIOU.
9.
Alwaysremember,treatcreditcardvouchersliketheyarecashTHEYARE.
Handlewithcare!
WE
ACCEPT
ALL
MAJOR
CREDIT
CARDS

WE DO NOT ACCEPT PERSONAL CHECKS

The Farewell

When
your
guests
are
departing,
we
havefour
distinctobjectives:
1.
Tomakesuretheirexperienceinourrestaurantwas
pleasurable.
2.
Thankthem,byname,fortheirpatronage.
3.
Toinvitethem
backforanothervisitsoon,andmentionan
upcomingspecialoreventthatwearefeaturing.
4.
Tomakesuretheirlastimpressionisapositiveone.
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Table Bussing and Cleaning

You
are
responsible
for
keeping
your
tables
clean.
This
includes
seat
cushions,
legs,
and
backs,
booth
seats
and
backs,
table
tops
and
bases,
and
all
surrounding
walls,
window
sills,
decorations,
tabletop
condimentsanddispensers,etc.

We
do
not
havetable
bussers.
Tables
clearing
and
proper
cleaning
mustbeginwithin1minuteofatable�sdepartureandmustbehandledasquicklyaspossible.Newtab
lesseatingthemselvesatadirty
table
is
unacceptableand
looks
terrible
for
the
restaurant,
and
startsyouoffwithaterribleimpression.

Alwaysusecleanragsusedonlyfortablecleaning,andtablesanitizer.
Besuretokeepsuchragsseparatesothatthereisnotmisuseofthem.
Removealltabletopitemsandwipetheentiretabletopsurface,and
customerfacingedges.

Resetthetabletopcondimentsanddispensersaccordingtohowyou
were
trained.
This
is
also
when
to
check
dispensersto
ensure
they
are
fullenough
to
servethe
nexttable,andreplacethem
ifnotsufficient.

When
returning
soiled
dishesto
the
back
of
the
house,
DO
NOTput
them
anywhereotherthaninbuspansdesignatedforsoileddishes.
When
one
of
thesebuspans
are
filled,
return
the
filled
pan
to
the
dish
room
andbringoutanemptyonetoreplaceit.Donottaketimeto
organize
the
dishroomorrunthedishmachineas
you
are
still
responsibleforyourcustomersandhavetopayingyourfullattention
to
your
section
until
your
section
is
closed
or
being
served
by
the
next
shift.

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Check-Out Procedures
1.
Yourcomputerizedregistersystem
willprintoutyourguestcheck
attheendofeachtable'smeal.Thisalleviatestheissuanceofany
manualguestchecks.
2.
Onceaguestcheckisprintedoutandacustomerhaspaid,youwillcloseoutthatchecktocash,Maste
rCard,VISA,orAmerican
Express,orotherformsofpayment.Youmustkeepallprintedoutclosed
guest
checks
for
checkout.
3.
Before
beginning
your
checkout
each
shift,
check
the
following:
�
Makesureallyourcustomersarethrough,havebeentabbed,
and
do
not
need
anything
else.
�
Becertainthemanagerhasclosed
your
section
for
the
shift,
or
placed
a
new
server
in
this
section.
�
Make
sure
you
havecollected
from
allofyourtablesandhave
all
your
tickets
with
you.
�
Make
sure
all
of
your
tablesarecompletelyclean.
�
Be
certain
that
all
of
your
side
work
and
closing
duties
are
done.
�
Make
sure
that
you
have
your
full
uniform
onatalltimes,while
in
the
front
of
the
house.
�
Youneversitdowntoeat,drink,orsmokeuntilalloftheabove
arecompleted.Startingyourcheckoutbeforeallyourcustomersarefinishedisgroundsfortermi
nation.
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VOIDS

Anytimeyoumakearegistermistakeofanitem
youdidnotwanttoringup,getamanagerimmediatelytocorrectthisontheregister,and
tellthekitchenorbarnottopreparethatitem.

Now You Are Ready To Check Out!!

1.
Haveamanagerprintyour�EndShiftReport.�
2.
Thefollowingitemsshouldbereadyforthemanager,beforeyousubmityourcheck-�-out.
�
Haveallmoneycountedandfaced.
�
Haveallchargevouchersmatchedwiththeirchecksandinneat
order.
�
Have
end
shiftreportfolded
ontop,thencash,thencreditcard
slips.
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Conclusion
Thereisalotofinformationcontainedinthismanual!Believeitornot,however,
thereisevenmoreinformationthatisnot.

Wehavegivenyouthebasics,asweviewthem,andhowwewouldlikethem
tobe
conducted.Thereisnosectioninthismanualconcerning"Teamwork."Thereason
forthisisthatwefeelthistopicfallsunderthe"CommonSense"category.We
expect
our
staffat
SteelCitySamichesandTwistedJimmy�stopossessthiscommon
sensefrom
theword"GO."

Wewantyoutousetheservicetipsinthemanual,alongwithyourcommonsense,
andaboveall,YOURindividuality,tohelpcreateanatmospherethatwillencourage
goodtimesforourguests,andyourself.Whenthishappens,youwillbeensuringthe
success
ofnotonly
SteelCitySamichesandTwistedJimmy�s,
but
also
yourself.

GOOD
LUCK!!!

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