Cashier Station

Trainer’s Guide
© 2010 IHOP IP, LLC
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Cashier Station Module Introduction LG 2 er
Welcome the Learner to the Cashier Station Module and explain:
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In this module we will build on what you learned when you completed the n
Front-of-House Position Overview module by covering the knowledge and skills
you need to successfully perform in the Cashier Station. As you can see in your T
Learner’s Guide, we will be covering:
● Station and shift preparedness.
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● A review of critical safety and sanitation. Gu
● Additional Cashier Station responsibilities.

And, most importantly, what Service as Good as Our Pancakes means in the
Cashier Station including:
● A review of the three basic needs of every guest.
● A review of The Platinum Rule of Great Guest Service.
● Finishing strong!

2 - June
2010
 Cashier Station Tools & Equipment LG 3
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l, Show, Do, Review (TSDR) and using the references and resources available, including SOP Book 4, Equipment Manual, teach the Learner the follow

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ment they will be using and its location.
erly use each.
, maintain and troubleshoot each.
mphasize important safety and sanitation tips and guidelines.
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plain “why” each procedure and guideline is important. n
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Equipment ● Pens
● POS cash register ● Stapler
terminal with cash Explain: Cash removal slips, manual credit
drawer card slider and slips are used to process
● Terminal printer credit card payments when the POS system is
down during
● Scanner (if applicable)
end-of-day processing or due to a system crash.
● Discuss other equipment used in
the Cashier station in your Explain: Hard copy cash receipts are kept
restaurant. on hand to be used to provide the guest
Utensils
with a receipt for cash payments should
they need one when the POS system is
Show where the tools they will be down during end-of-day processing or due
using are located, how they are used to a system crash.
and where to find more if applicable.
 Cashier Station Tools & Equipment LG 3
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Laminate SOP Information
Expla s Explain that you will be covering these
in: SOP guides in more detail later on but
briefly explain the
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● The Gift Card Reference is used to help
ensure that them that they can never wash their handsT
you correctly process and load gift cards. too much!
● The Handling Guest Complaints (L.A.S.T.) e
laminate is there to remind you of how to
effectively respond to guest concerns and Gu
complaints.
● The Carry-Out Procedures laminate is a
reminder of the steps to effectively
handling carry-out orders from the moment
the guest calls or comes in to place the
order to the time that they leave with their
order.
● The Handwashing laminate is posted at
every handwashing sink and is there to
remind you how to properly wash your
hands.
Review handwashing procedures with
the Learner. Including when and how
often to wash their hands. Remind
following now:
● The Gift Card Reference Guide
contains all of the procedures
and guidelines for the IHOP Gift
Card Program including
processing and loading gift cards,
how to handle IHOP gift cards
that were sold to the guest by a
third party, like the local grocery
store, and what to do if the POS
computer goes down.
● The IHOP ‘N Go Program Guide
contains all of the procedures
and guidelines for the IHOP ‘N
Go Carry- out Program including
packaging.
 Cashier Station Readiness LG 3
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Explain: Whether preparing for a busy Sunday morning, or a steady
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Wednesday lunch shift, the Cashier must be ready for business. This starts S
with making sure your station is ready at the start of your shift and helps
ensure that you have everything you need - how, when and where you need it. n
● Saves time, extra steps, extra effort and frustration during peak periods and rushes T
● Keeps you on the floor and at the door where you need to be
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Following Tell, Show, Do, Review (TSDR), and using the references
and resources available, teach the Learner how to properly ready the Gu
Cashier station for success, including:
● Equipment on and ready to use.
● All tools in place.
● Clean.
● Organized.

Ask the Learner the following questions to check for understanding and to prompt
discussion:
WHY IS IT IMPORTANT TO KEEP THE EQUIPMENT CLEAN AND IN GOOD REPAIR ?
WHY ARE LAMINATES AND SOP INFORMATION CREATED AND PROVIDED
FOR YOUR USE? HOW DOES STATION READINESS IMPACT GUEST SERVICE?

Service as Good as Our Pancakes LG 4
Say: Now, before we talk more about
the responsibilities and expectations
of the Cashier Station, let’s do a quick
review of our Service
as Good as Our Pancakes Philosophy
that you learned in the Front-of-House
Position Overview module.
We are here to make people happy! Every
Guest.
Every Time!
Ask the Learner if, without looking
at the Learner’s Guide, they can
remember and tell you the Three
Basic Needs of Every Guest.
Review: The Three Basic Needs of Every
Guest:
● Be there for me.
● Listen to me.
● Treat me nicely.
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Ask the Learner if, without looking at
the Learner’s Guide, they can n
remember and tell you the Platinum
Rule of Guest Service. T
Review: The Platinum Rule of Great Guest Service e
● Treat each guest the way they
want to be treated! Gu
● It means that you must uncover
each guest’s specific wants and
needs.
● And that you must connect with
each guest in a way that makes
them feel that we have met or
exceeded those wants and needs.
● Identify each guest’s “type” and
tailor your service to meet their
needs.
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Service as Good as Our Pancakes LG 4
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earner if, without looking at the Learner’s Guide, they can remember and tell you the three guest types.
hen the Learner answers the third dialogue question below, look for traits, wants and behaviors that indicate the guest is “ in a hurry…”) T
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(when the Learner answers the third dialogue question below, look for traits, wants and behaviors that indicate the guest is “talkative; casual…”)
when the Learner answers the third dialogue question below, look for traits, wants and behaviors that indicate the guest is “concerned about details.
Gu

Ask the Learner the following questions to check for understanding and to prompt discussion:
DESCRIBE THE THREE BASIC NEEDS OF EVERY GUEST.
WHY DOES TREATING GUESTS AS YOU WANT TO BE TREATED NOT WORK FOR OUR BUSINESS?
WHAT ARE THE TRAITS, NEEDS, AND WANTS OF EACH OF THE THREE TYPES OF GUESTS; FAST, FRIENDLY AND EXACT?
 Service as Good as Our Pancakes LG 5

Explain: The “Finish Strong” Cashier making ourselves approachable.

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Guideline to Great Guest Service: er
● Helps ensure you provide the basic
needs of the guests. S
● And provides you with the framework and n
foundation for providing great service to
every guest - every time. T
Finish Strong
Explain: You are usually the last team
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member the guests see as they head out the
door. The Cashier caps off a great dining
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experience - or can help to correct a poor
experience - and sends the guest off with a
heartfelt “thank you” and invitation to return.
● Smile.
s A smile communicates that you are
happy and approachable.
Ask the team member: If you were
lost in a train station, who would you
approach for help - the person with a
frown or the person with a smile?
Explain: A smile goes a long way
towards communicating our sincere
desire to be of service to our guests and
● Make eye contact. determine what the guest ordered and
s One of the best ways to connect which server took care
with another person is to make of them.
eye contact with them. It
shows that you really see them
– the person – and not just
another body.
s Eye contact also helps you read the
guest’s body language in order to
better determine their mood and
their needs.
● Cash out the guest.
s We’ll talk more about how to do this shortly.
● Ask the guest about their meal and service.
s Studies have shown that many
guests who have a less-than-
great dining experience leave
without even telling us why,
and that denies us the
opportunity to fix it.
s Asking specific, open-ended
questions about the guest’s
meal and service shows that
you care about their
individual needs and
expectations and,
subsequently, them.
s Look at the guest check to
 Service as Good as Our Pancakes LG 5 C
With you posing as the guest and Overview module. er
using some real guest checks that
have already been closed, have the S
Learner role play asking the guest
specific, open-ended questions n
about the meal and service.
s You are not only showing that you are
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committed to ensuring they had a great e
experience, but that you are open to
giving the guest one last chance to tell Gu
us about something that may be
bothering them, so we can fix it before
they leave.
● Address any guest concerns.
s If the guest has a less-than-great dining
experience, and it has not been taken
care of by the Server or the Manager,
it is up to you to resolve it in a way
that makes the guest feel as though
we have addressed their concern.
s Most guests simply want to be heard
when they have a problem.
s Use the L.A.S.T. procedure that you
learned in the Front-of-House Position
 Review the Handling Guest your restaurant.
Complaints (L.A.S.T.) Discuss these options with the
laminate and your Learner and record what it is
restaurant’s policy on appropriate to offer them and their
handling guest concerns. Be limit.
sure to stress the
importance of a sincere
apology.
s When you get to the S in
L.A.S.T., which stands for
Solve their problem, you may
find this difficult since by the
time the guest gets to you,
they have finished their meal.
So, instead of solving their
problem, ask the guest if there
is anything you can do to
make the situation right for
them. Usually, the guest will
say, “No, I just wanted you to
know. If a sincere apology isn’t
enough, you have to be
prepared to offer the guest a
different solution. Solutions
can range from discounts and
“comps,” to coupons and gift
cards. These kinds
of solutions should be given
only as a last resort, and only
according to the policy at
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Service as Good as Our Pancakes LG 5
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Take this opportunity to role play
handling guest complaints with the
● Thank the guest for coming in and S
invite them to return.
Learner. Role play the following
scenarios. Explain to the Learner that we should n
o The guest is unhappy that their
eggs were not cooked the way
never forget we are here because of
our guests. If it wasn’t for them, we T
that they like them
– even after they sent them
would quickly be out of business.
Ask the Learner what they might
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back to be re-cooked. say to the following guests to thank Gu
o The guest felt uncomfortable in the and invite them back: s A first time
area that they were seated. It was guest.
too noisy; there was too much traffic s A regular guest.
going back and forth past their
s A guest who had a great experience.
table; the room temperature was
too hot. s A guest who had a less-than great experience.
o The guest feels that the service they
received was not prompt or
attentive enough to fit their needs.

Ask the Learner the following questions to check for understanding and to prompt
discussion:
WHY IS CONNECTING WITH THE GUEST AS THEY LEAVE SUCH AN IMPORTANT PART OF
10 - June
2010
 GREAT SERVICE? WHY IS IT IMPORTANT TO ASK THE GUEST SPECIFIC QUESTIONS
ABOUT THEIR MEAL AND SERVICE?
WHAT ARE SOME EXAMPLES OF DIFFERENT WAYS YOU CAN INVITE A GUEST TO RETURN?

11 - June
2010
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Cash Register Procedures LG 6 n
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able for the guests that they serve. In restaurants using Server Banking, the Cashier should only handle payment transactions for orders that they entere

em. e
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anager to help the guest.
 Cash Register Procedures
Handling Payments
Following Tell, Show, Do, Review (TSDR),
and using the references and resources
available, teach the Learner how to
properly handle each of the following
types of guest payments. Be sure to
cover any security, safety and fraud
protection procedures that your
restaurant follows including the
additional key points shown here:
● Cash payments
s To help eliminate cash-handling errors,
leave the tendered bill on top of the
cash drawer until you have counted the
guest’s change back to them out loud.
Explain and demonstrate any
counterfeit detection and
protection procedures that your
restaurant follows.
● Credit card payments
s Emphasize to be careful not to
close a credit card payment as
cash. If a credit card payment
LG 6
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that has already been authorized is
closed as a cash payment, the
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credit card payment
authorization may be lost and, since
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you didn’t collect cash for it, the cash
register will end up short that amount.
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● Check payments e
Note: Follow your restaurant’s policy on checks. Gu
● Traveler’s check payments
s Be sure to explain that foreign
currency traveler’s checks will
have special notations in red ink
on the top of the check.
Explain to the Learner that, when
processing guest payments they should
slow down and take care. Most cash
register and payment errors occur when
we are in a hurry or become too
comfortable with the processes. We all
work too hard for the money to lose it
due to careless mistakes.
 Cash Register Procedures LG 6 C
Gift Cards er
Following Tell, Show, Do, Review (TSDR), and using the Gift
Card Reference laminate and Gift Card Reference Guide, teach
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the Learner how to properly handle gift cards. Be sure to cover
any security, safety and fraud protection procedures that your
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restaurant follows including the additional key points shown
here:
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● Explain to the Learner that they should suggest a gift card with e
each guest. One of our goals is to ensure that guests will return. A
gift card will help ensure that this guest will return, or even better, Gu
that new guests will come in to visit us.
Ask the Learner what they might say to suggest a
gift card in the following circumstances:
s A regular guest
s A guest for who this visit was their first
s A guest who just paid you with a gift card
s During the weeks before Mother’s or Father’s Day
s During the winter holiday season
● Redeeming gift cards.
s Explain how to handle gift card transactions if the gift card
presented for payment has an insufficient or zero
balance.
● Loading/adding value to a gift card.
 LG 6
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Cash Register Procedures
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differently from guest discounts.
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Discounts & Voids
Following Tell, Show, Do, Review
(TSDR), and using the references
and resources available, teach the
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Learner how to properly handle
each of the following types of
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discounts. Be sure to cover any
security, safety and fraud
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protection procedures that your
restaurant follows including the
Gu
additional key points shown here:
● Coupons
● Non-coupon discounts
s Explain some of the more
common coupons and
discount offers that are
redeemed at your restaurant
and how to process each of
them.
● Team member meals
s Explain how team member
meal discounts (if
applicable) are handled
● Voids generally performed only by a
s Explain that voids Manager.
are not technically a
discount. A discount
is an incentive,
reward or compensation
to the guest that is
performed on items that
they received, or “a
sale.” However, a void is
an item that is removed
from the guest check
because it was never
prepared or served – it
was never “sold.”
s For example, if a guest
changes their mind on
an item and orders
something different
before the original
item they selected
was cooked, the
original item they
ordered would be
voided off of the
guest check. Voids
will usually occur
before the guest ever
reaches the cash
register. Voids are
 Cash Register Procedures LG 6

Other Important Procedures the Manager on Duty to make cash drops to the
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Explain: During and at the end of the shift, safe, or to get needed bills or change from the er
there are various reporting and accounting safe.
procedures that the Cashier must follow Explain your restaurant’s guidelines S
determining how much to drop and when.
regarding the payments taken during their
shift. n
Following Tell, Show, Do, Review (TSDR),
and using any references and resources
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available , teach the Learner how to e
properly perform the following duties.
Be sure to cover any security, safety and Gu
fraud protection procedures that your
restaurant follows including the
additional key points shown here:
● Maintaining proper cash levels
s Maintaining the proper amount of cash
in the cash drawer is important for two
reasons:
1. There must be enough cash in the
drawer to effectively make change
for guest payments.
2. There must not be too much
cash in the drawer so that it
poses a theft risk.
s To maintain proper cash levels, work with
 If cash removal slips are Teach the Learner how to complete
used, teach the Learner how an Interim Report (if applicable)
to complete them. and to verify and balance the
● Reporting and accounting contents of the cash drawer.
s Verifying cash drawer
o An Interim Report is a cash
register balance and count
to verify the sales,
discount and payments
performed at the cash
register and to verify that
all cash that should have
been collected was
accurately collected.
o These are performed at
the beginning of the shift,
at the end of the shift,
and anytime the cash
register duty changes
hands from one Cashier to
another.
o To correctly complete an
Interim Report and verify
the contents of the cash
drawer, the Manager will
run the following reports
for the Cashier:
1. Register reports
2. Credit card reports
 Cash Register Procedures LG 6
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● Computer-down procedures computer-down procedures to er
Explain: It’s going to happen, at some
point. The POS system is not going to
take guest payments.
Explain how to handle guest
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work.
s This happens for a short period every
payments when the POS system
is down, including how to
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day during the POS end-of-day authorize and process credit
cards using the manual credit
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download. End- of-Day download is
when the POS system automatically card slider e
ends the day’s restaurant sales, and slips.
stores the financial data for the day ● Tip reporting Gu
to back- up, and resets the sales
Explain: If you receive tips from carry-
data to zero for the new day to
out guests or from other team members,
begin.
you are required to report those tips as
s Unfortunately, like any computer income.
system, the POS system has the
potential to “crash,” and due to Show the Learner the Tip
technical difficulties or glitches, the Reporting training video segment
POS temporarily does not function or now. Then remind the Learner: s
function properly. You are required by law to report 100%
s In these situations, follow the of all
restaurant’s tips received.
s 100% tip reporting benefits YOU.
Ask the Learner the following questions to check for understanding and to prompt discussion:
WHAT CAN HAPPEN IF YOU MISTAKENLY CLOSE A CREDIT CARD TRANSACTION AS A CASH TRANSACTION ?
HOW SHOULD YOU RESPOND TO A GUEST IF THEIR GIFT CARD IS SHOWING A BALANCE TOO SMALL TO
COVER THE AMOUNT DUE? WHAT IS THE PROCEDURE FOR AND IMPORTANCE OF MAKING REGULAR CASH
DROPS?
 First & Lasting Impressions LG 7 C
Explain: There are many dining choices for calm, good hygiene, well-dressed, etc. er
our guests. That is why we must set ourselves
apart. The cooks must prepare the delicious S
IHOP food our guests expect, the Servers
must provide amazing service, and the n
Combos keep things clean and shiny. As a
Cashier, you are usually the first and last
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team member our guests see and interact
with. The first and last interactions with our
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guest will leave a lasting impression. It starts Gu
with your appearance and body language.
A lasting impression is made up of two parts:
what the guest sees and what the guest
hears. So, let’s discuss four important
components of a lasting impression that
address what the guest sees and hears.
● A “ten-foot smile”
s A smile communicates that you are
friendly and approachable.
Ask: What other gestures or body
language would you identify with
someone who is friendly and
approachable?
Look for answers like: eye contact,
● Uniform and appearance the facial hair cannot exceed ½". If
s Guests can judge the required by health regulations, a
restaurant’s overall guard must be worn. The neck must
adherence to cleanliness be clean shaven at all times.
standards based on the
presentation of our team
members. You must uphold
the highest levels of
personal hygiene.
s Everyday you must come to
work in a clean and pressed
uniform.
s Hair must be neat; off the
collar, and not covering any
part of the face; hair more
than shoulder length (no
more than ½" resting on
shoulders) must be
restrained, tied back, or
worn up.
s All team members must wear
low-heeled shoes that are
closed toe and closed heel.
All shoes will be solid black,
polishable leather with a non-
skid sole.
s If allowed by your franchisee,
facial hair must be neatly
trimmed and the length of
 First & Lasting Impressions LG 7
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Show the Learner an example of food but the restaurant a guest becomes loyal to is
what their uniform appearance the one er
should be, compare their appearance
guests will favor a specific IHOP just to go see theirS
that has their favorite team members. Often times,
to the standards together. Discuss
whether or not they meet the
standards and what, if anything they
favorite team member!
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need to correct.
● Be charismatic
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Ask the Learner if they know what it e
means to be charismatic. Look for
answers like: Gu
s Engaging
s Mesmerizing
s
Appealing
s
Charming s
Fascinating
Explain that our goal is to engage our
guest and leave them with a positive
impression, not just of IHOP and our
food in general, but of ourselves
as well.
People may be fans of our brand and
● Be memorable bring to the job will ensure that you leave
Explain that we have to do a memorable impression.
everything we can to leave a
lasting positive impression on
our guests.
The next time they think of going
out for a meal, we want them to
think of us as the place to go.
The Cashier is memorable
based on how well you
deliver that positive lasting
impression each time you
interacted with a guest.
Ask the Learner: What else
can you do to ensure you are
memorable? Look for
answers like:
s Get to know their name and family.
s Always stay calm under pressure.
s Make a point to always provide a
compliment.
s Be themselves – be genuine.
Explain: You were hired
because of your personality, so
whether you approach your job
with humor, fun, or opt for a
more serious approach, the
diversity and enthusiasm you
 Review: Answering the Telephone LG 7
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Review the following with the Learner: The same warm and friendly service we provide to
guests who visit our restaurants should also be offered to guests who call us on the restaurant er
telephone.
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● Smile! Your body language comes across the phone line in your tone of voice. Smiling will
ensure your tone of voice is energetic and cheerful n
● Answer the phone within three rings.
● Answer the phone using the greeting: “Good [morning, afternoon, evening]. Thank you for
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calling IHOP [location]. This is [your name]. How may I help you?” e
● Ask permission before placing the guest on hold and check back every 30 to 60 seconds to
ensure their needs are being met or to let them know you are still working on their request Gu
or question.
● Reservations and names for the waiting list are generally not accepted; however,
arrangements for large parties can be handled by the Manager only.
s If your restaurant practices call-ahead seating, teach the Learner how to perform this procedure now.
● Calls about employment and requests for information about team members should be referred to the
Manager.
● No information, including telephone numbers, addresses or personal information, about any
IHOP team member may be given out to anyone calling over the telephone.
● IHOP does not permit personal use of Company phones except in emergencies.

Ask the Learner the following questions to check for understanding and to prompt discussion:
WHAT PERSONAL TRAITS DO YOU POSSESS THAT MAKE YOU PERFECT FOR THIS POSITION?
WHAT WILL YOU CONSISTENTLY DO TO ENSURE THAT THE PERCEPTION GUESTS GET IS THE
PERCEPTION YOU INTENDED ? WHY IS IT SO IMPORTANT TO CHECK BACK EVERY 30 TO 60 SECONDS
AFTER YOU’VE PLACED A PHONE GUEST ON HOLD ?
 Cashier Station Sidework LG 8 C
Following Tell, Show, Do, Review (TSDR) and using the references and resources er
available
- including your restaurant’s sidework assignment charts or lists -
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teach the Learner their
cleaning and maintenance responsibilities for the Cashier Station. Include the following:
n
● Restroom checks every 30 minutes T
Emphasize the importance of checking the restroom and
keeping it clean and organized. Explain that this is a basic
e
expectation that all guests have and that many guests Gu
measure a restaurant’s kitchen and overall cleanliness
standards by the cleanliness of the restrooms.
● Clean as you go
● Daily sidework
● Deep cleaning sidework

Be sure to emphasize important safety and sanitation

tips and guidelines. Be sure to explain “why” each
procedure and guideline is important.

Discuss the following with your Certified Trainer:

20 - June
2010
 WHY IS IT IMPORTANT TO CHECK THE RESTROOMS FOR CLEANLINESS EVERY 30
MINUTES ? WHAT ARE THE BENEFITS OF “CLEANING AS YOU GO”?
LIST SEVERAL ITEMS/AREAS THAT YOU ARE RESPONSIBLE FOR CLEANING AND MAINTAINING .

21 - June
2010
 Cashier Station Key Points LG 9 C
Review the following key points with the Learner as they read along er
in the Learner’s Guide:
● Proper set up of station helps ensure success.
S
● Never underestimate the power of your “ten-foot smile.” n
● Ask specific questions about the meal and service. T
● Smile when you answer the phone.
● Serve only menu items that are correctly prepared according to recipes.
e
● Verify all carry-out orders with the guest before they leave. Gu
● Suggest gift cards.
● Sincerely thank each guest.
● Offer each guest a heartfelt invitation to return.
● Address guest concerns using L.A.S.T.
● Practice clean as you go and complete end of shift
sidework and deep cleaning assignments.

Ask the Learner if they remember any additional key points that were
especially important or valuable to them. Ask the Learner if they
have any additional questions regarding what was covered in this
module.
 Cashier Station Quiz LG 10

To check for understanding, ask the Learner to answer the following Station
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Quiz questions found in the Learner’s Guide. Use incorrectly answered
questions as an opportunity for additional discussion and/or a cue that the
er
Learner may need additional training: S
1. Why is it important to ask a guest about their meal as they are leaving the restaurant?
Many guests who have a less-than-great dining experience leave without n
even telling us why, and that denies us the opportunity to fix it.
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2. If a guest raises a concern as they are leaving the restaurant, what should you do?
Resolve it using the L.A.S.T. procedure. e
3. What should you say to the guests as they are leaving?
Give them a heartfelt “thank you” and invitation to return.
Gu
4. What is the best way to ensure your voice comes across the telephone as warm and energetic?
Smile while talking.
5. What should you say when answering the telephone?
“Good [morning, afternoon, evening]. Thank you for calling IHOP [location].
This is [your name]. | How may I help you?”
6. What should you do before collecting guest payment for carry-out orders?
Visually verify the accuracy of the completed order with the guest.
7. What are the three basic needs of all guests?
Be there for me, listen to me, treat me nicely.
8. What is the Platinum Rule of Great Guest Service?
Treat the guest as they want to be treated.
 Cashier Station Quiz LG 10 C
What are the three guest types?
Fast, Friendly, Exact.
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What percentage of any tips received are you required to report?
100%
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Cashier Station Pre-practical

Use this practical task list to ensure the Learner is ready for station
certification. Observe the Learner in action to ensure that each task is
completed correctly. The tasks must be performed according to SOP, in a
timely manner, and the results must be in line with IHOP’s “Service as Good
as Our Pancakes” philosophy. Use any tasks not performed correctly as an
opportunity for additional training of that
competency or skill. Once you have provided any additional training needed,
ask the Learner to perform the task again while you observe to ensure that
each task is completed correctly.
1. Promptly greet or acknowledge the guest?
2. Remain warm and friendly throughout the interaction?
3. Guest cashed out properly?
4. Ask guest specific open-ended questions about their meal?
5. Ask guest specific open-ended questions about their service?
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Cashier Station Pre-practical

6. Smile and make eye contact when talking to the guest?

7. Address guest concerns using the L.A.S.T. procedures?
S
8. Thank the guest for choosing IHOP? n
9. Invite the guest to come back soon?
10. Watch for ways to help the servers (pre-bussing, giving refills, etc.) as they are
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passing through the dining room? e
Gu
11. Collect menus as they are passing through the dining room?
12. Monitor the dining room to see where they could assist?
13. Refill guest drinks, if needed?
14. Pre-bus tables, if needed?
15. Re-set tables, if needed?
16. Kept to-go items stocked?
17. Promptly and correctly packed To-Go orders?
18. Demonstrates correct telephone answering procedures and smiles while talking on phone?
19. Suggested gift cards for upcoming special occasions?
20. Demonstrates procedures for adding value to or redeeming gift cards?