PASADENA

California

SERVICE MANUAL
 WELCOME TO
ALEXANDER’S
STEAKHOUSE

Your training will be guided by the General Manager, but you will work through a
checklist of tasks, departments, and tests. It is important that you not only memorize
the relevant information, but also understand the different departments and how
they function within the restaurant. It is essential to have a well-rounded
understanding of how we do things.

We are proud of Alexander’s Steakhouse and want you to be proud too. We are
committed to providing employees with a positive and professional work
environment, which we believe is essential to providing our guests with the best
possible experience. Guest satisfaction is the result of providing each guest with a
quality dining experience. Excellent food as well as courteous and efficient service
will bring success to you and to our restaurant.
 OUR GUEST

A warm, congenial and professional attitude will make our guests feel that they are
truly welcome at Alexander’s Steakhouse. It is necessary that we all convey this
attitude so that our guests will leave the restaurant having had a pleasant and
memorable dining experience.

Our guest is anyone seeking the products and services this restaurant
offers. Guests are people who come to us with a need and a want: they need food
to satisfy their hunger, and they want an experience that will justify what we charge.
Winning the interest, respect, admiration and goodwill of our guests through our
food and service will build repeat business. If we do not satisfy our guest’s desires,
they will look for satisfaction with one of our competitors.

Guests are not an interruption to our work; they are the purpose of it.
We are not doing them a favor by serving them; they are doing us a favor by
giving us the opportunity to do so.

Guests are willing to pay fairly for the services they receive. They do not
like to be overcharged or under served. The more attentive the service given to
guests the better their attitude will be toward the restaurant.

A guest is not someone with which to argue or match wits. You can’t win
an argument with a guest. If you win, you lose: no one ever likes to be proven
wrong, or have their judgment questioned. If you prove guests wrong, they will
patronize our competitors.

Guests are always right in their own minds. While they are our guests, we
need to appreciate their perspective and examine ourselves and our services. We
may see things in a different light.

Guests are the reason we are in business. Keeping this in mind will bring
success to our restaurant and to us as employees. All of our guests are Very
Important People because they have chosen to dine with us. The food and service
we provide will leave a lasting impression on our guests.
 SERVICE NOTES

The Two Minute Rule:

1. Greet all tables within one minute of being seated.
2. Check back on all food within two minutes of serving.

We expect you:
1. To be professional and continually develop your knowledge and skills.
2. To be able to teach our guests about our products.
3. To grow with us, and get better as we get better.
4. To create a comfortable atmosphere for selling our product to the
guest.
5. To understand our system for selling the product.
6. To follow our service sequence and operating procedures.

Your approach to your tables should be:

1. Professional
2. Knowledgeable
3. Personable: let your personality show in an appropriate manner.

Great Front and back waiters always:

1. Anticipate a guests needs so guests rarely have to ask for anything.
2. Follow up to ensure satisfaction.
3. Teach the guests by making them aware of all the great possibilities.
4. Give the guest an exceptional experience, not just a satisfactory one.

Your success as a front and back waiter is critical to the success of the restaurant.
You have the closest and longest contact with our guests, and the greatest
opportunity to influence our guest’s impression of the restaurant. If this restaurant is
to become successful and continue our company’s tradition of excellence, you must:

1. Be a team player to provide the best possible service.

2. Be the final inspector of the products served. If it is not correct, don’t
serve it!
3. Be able to read the table.
4. Be a public relations representative.
 5. Treat every guest as an individual and not as a customer.
6. Be an information center: answer questions about the restaurant, the
company, the menu, the local region and special events.
7. Be able to consistently exceed our guest’s expectations.

GENERAL RESPONSIBILITIES

DEPENDABILITY

Show up for work on time. This means being at your station, in uniform, ready to
work at your scheduled time. If you develop a reputation for getting things done
and being someone we can count on, you will assure yourself a great future with
Alexander’s Steakhouse. Showing up a few minutes early will help.

A PLEASANT PERSONALITY AND A POSITIVE ATTITUDE TOWARDS

WORK

You should have a sincere smile for everyone associated with the restaurant -
guests, other employees and suppliers. Your attitude conveys to guests your
thoughts about working here, and if the guests feel you don’t enjoy your work, they
won’t enjoy their meal. Never let personal problems interfere with your work.
Remember you control your perceived mood.

TEAMWORK

Co-operate with your fellow team members and management. Helping others when
they need it will create a positive atmosphere that will make your work easier and
more enjoyable. The restaurant can only function at its highest level if everyone is
working as a team.

● Management is on the floor for three reasons:

To orchestrate the service and activity of the restaurant!
To converse with and take care of our guests!
To help the service team!

● The last point is very important to you. Do not be too proud to ask for help.
If you have a problem or are too busy, ASK FOR HELP!

● Always remember you are working with human beings. Tact should be used
in dealing with all your fellow employees. If you have a problem with
another employee, see a manager.
PERSONAL APPEARANCE

You represent the restaurant. Uniforms should be clean and crisp, shoes polished,
hair well-kept and nails manicured. Your appearance should make our guests
confident that you care about your job. Refer to employee manual for specifics.
PHONE ETIQUETTE

Most of the time either a manager or a host/ess will answer the phone, so if you
hear the phone ring more than two times take a moment to answer it. All telephones
must be answered: “Good Morning/Afternoon/Evening, thank you for
calling Alexander’s Steakhouse, This is _____________, How may I
assist you?” Next find out what the caller wants: a reservation, information, to
speak to a guest or manager, etc. After determining what the caller wants, take
care of it immediately. All reservations should be taken by a host/ess or a
manager.

If you are talking on one line and another line rings, ask the first party to hold,
answer the second line and find out what the caller needs. Most often it can be
taken care of in a matter of moments without inconveniencing the second caller by
putting them on hold as well. If it cannot, politely ask if they can hold for a moment,
and return to the first caller.

If the call is for a manager, say “who may I say is calling?” so you can let the
manager know who it is. If the caller wants to speak to a manager who is not there
offer to take a message or get another manager to speak to them.

If the caller wants to get in touch with a customer, explain that we do not have a
paging system and offer to look for the guest. Get a description of the guest, put
the caller on hold, and take a quick look around. If you see them inform them that
they have a call and show them to the phone. If you cannot find the guest, get the
caller’s name and phone number and tell them that if the guest arrives the message
will be given to them.

Before you finish with a caller always repeat any information they have given you.
Always thank the person for calling and say good-bye.

Employees are not permitted to take personal phone calls. Offer to take a
message. See that the employee receives the message as soon as possible. If it is
an emergency get a manager and they will take care of it. An employee calling in
sick or not able to work for other reasons must ALWAYS be referred to a
manager.

You must be familiar with the following information:

Current hours, and holidays on which the restaurant is closed
 Names of all managers, staff, and all general office personnel
Address, phone & fax number
Which credit cards we accept
Banquet and private facilities
To-go ordering procedures
Lost and found procedures
Directions to the restaurant
TEN RULES FOR SERVICE EMPLOYEES

BE CO URTEO US - Always acknowledge the presence of guests and attend to any needs
you can satisfy. Thank all guests for their patronage when they leave.

BE FRIEN DLY - Treat our guests as if they were in your home. Learn their names and
their preference in food and beverage. Personalizing their service will ensure their return.

BE PRO M PT - Whatever you may be doing for your guests, please do it as quickly as
possible, whether it is the first or last task required of you. If for some reason you can’t
serve guests promptly, please acknowledge them.

BE N EAT - Your personal appearance is a direct reflection of our restaurant. Make sure
that your uniform is clean and pressed, and that you are well groomed. Also, if we all work
neatly, the restaurant should never look untidy.

BE HELPFUL - Be ready to help each guest whenever you can. They will appreciate
suggestions for food, drinks or wine. Remember to always be tactful when selling or
suggesting items: the most expensive item should never be your first suggestion.

BE KN O W LEDG EABLE - Guests will often have questions about drinks, food
preparation, wine, or the restaurant. Always be prepared to answer any questions they
may have. Never say, I don’t know, or try to fake it. If you don’t know find out!

BE M O BILE - An employee that remains active impresses the guest. There is always
something that needs to be done. Nothing creates a negative impression quicker that an
employee standing around.

BE TACTFUL - Learn to read your guests attitudes. Do they want to be left alone? If so,
time your interruptions and don’t spend too much time at the table. If the guests want a lot
of attention, give all that you can. Remember, never argue with a guest.

BE UN DERSTAN DIN G - Every guest you come in contact with has a unique situation.
Be aware of any special circumstances that come up and act accordingly. Never lose your
cool. Try to put yourself in the guest’s position and be sympathetic.
SM ILE! - Without a smile, all of the above seem insincere. A positive attitude reflected on
your face will rub off on your guests. It may turn a previously lousy day into a good one.
For that they will remember you and return.

POLICIES & PROCEDURES

ANNIVERSARIES & BIRTHDAYS

We always acknowledge guests celebrating special occasions. Always ask when in-
taking a reservation if the guest is celebrating any special occasions that we might
acknowledge. If celebrating a birthday or a congratulatory event, obtain the name
of the special guest, and place all pertinent information on the Reservation Notes.
Our pastry department will customize a small dessert for the celebration and the
host staff will handwrite a personalized card, signed by the Chef, to start off their
evening.

BEVERAGES

Guests may not bring beverages into our restaurant or bar. Be aware that guests
will also try to leave our premises with drinks. It is your responsibility to keep
glassware from leaving the building. If a problem arises, get a manager
immediately.

CAKE CUTTING/PLATING FEE

When our guests bring in cakes from outside bakeries instead of ordering off our
dessert menu, ask the guest for any special serving/storing instructions. Also inform
the guest of a $3 per person plating fee for cakes and pastries brought into our
restaurant. Please let the guest know that Alexander’s Steakhouse will take the
cake at the host desk upon arrival, we will present the cake with candles, and take it
to the pastry department to plate individually. If there is cake leftover, we will
package it up, and the guest can pick it up at the host desk upon departure.

CHEFS TABLE

The Chef’s Counter is a premiere dining experience that allows for the guest to fully
interact with Chef and experience the best that Alexander’s Steakhouse has to offer.
The counter menu boasts a one-of-a-kind tasting menu, hand delivered and designed
by Chef around the guest’s personal preferences. Prices start at $185/person and
can expand to the guest’s price point. If a guest would like to book a seat at the
Chef’s Counter, please explain the unique experience and take notes on what the
guest is looking for. Chef’s Table guests require a credit card on file, with a 48 hr
cancellation policy. Cancellation fee is the price of the dinner per person. There is
only one booking per evening at the Chef’s Table.
CHILDREN

Children are welcome, however we do not offer a children’s menu. Children are
welcome to share items on our menu or enjoy side items as their entrees.
Children are not allowed at the bar counter but they are allowed in the lounge.
Please also inform guests that we do not have high chairs or booster seats.

COMPLAINTS

From time to time, you will receive complaints from our guests. Some will be
legitimate, some not, but you must treat everyone with the utmost professionalism.
All complaints, no matter how small, must be brought to the attention
of a manager. As mentioned before, our goal is 100% guest satisfaction. Never
question a guest’s complaint. Very rarely will a guest complain without cause. We
will do anything we have to do to make the problem right and have a happy guest
leave the restaurant, wanting to return.

CORKAGE FEE

When a guest brings in corkage, always ask if the guest is aware of our policy and
inform them. Ask for any serving instructions or if they would like the wine to be
chilled or decanted. Bring the bottle to the wine table with a chit for the reservation.
Our corkage fee is as follows:

$35/bottle for the first two bottles (750 mL)

$50/bottle for every additional bottle after the first two
$70/magnum
$17.50/half bottle

DELIVERIES

Food and beverage deliveries should be directed to the kitchen/bar staff when
available. If you are handed a receipt for a delivery, make sure the MGR on duty
or Chef obtains the receipt. Most deliveries will be directed through the side service
entrance.

EMPLOYMENT APPLICATIONS
We always accept employment applications, even if we are not actively seeking
new staff at the present time. If someone walks in to apply, offer them an
application to fill out in the bar and lounge. We encourage applicants to apply
during non-service hours, any day of the week between 2 pm and 4 pm. A resume
attached is mandatory.

EMPLOYEES AS GUESTS

Employees may patronize the restaurant on their day off. Remember, the guest
comes first! Employees are automatically LEVEL 3 guests. Please refer to your MGR
on duty for specific guidelines and regulations regarding employees dining as
guests. Employees receive 25% discount on food and beverages.

GIFT CARDS

We sell gift cards in any denomination that can be used at any of Alexander’s
Steakhouse Inc. locations. When you receive a request, find out the dollar amount
the guest would like to purchase and escort the guest to the bar so that a bartender
or MGR can assist them. Gift cards can be purchased in house or online at
alexanderssteakhouse.com. Any problems or questions regarding online gift cards
should be directed to managers.

GUEST DRESS CODE

We are a fine dining restaurant and have no specific dress code. However, we do
suggest business casual attire. Both formal and casual attire are appropriate. Shoes
and shirts must be worn.

LEVEL GUESTS

We do not use the term “VIP” on the floor. We want every guest to feel like a VIP.
Therefore, in order to indicate guests that are of high priority, a level system exists
as following:
LEVEL 1 – 4th visits (receive sparkling champagne upon seating)
LEVEL 2 – 9th visits, single diner (receive sparkling champagne and chef gift)
LEVEL 3 -- Employee, investor, or mgr discretion (receive sparkling champagne and
2 chef gifts)

LOST AND FOUND

When an item is left behind, try to find out where the item was left and which guest
could be the owner. Contact the guest and leave a note on the item with the date
and last name of the guest. Lost credit cards should be turned in to the MGR on duty
with a chit attached, showing which table/party the credit card belongs to. Log all
items into Lost & Found log.

METHODS OF PAYMENT

We accept cash, Visa, MasterCard, Discover, American Express, and Diner Club.
We do not accept personal or Traveler’s checks. We do not split checks more than
4 ways per table.

SCHEDULES

We will try to accommodate everyone’s schedule requests. However, first and

foremost, we are a business and must staff according to projected guest counts and
sales. It is important that everyone realizes that a request is just a request and is not
guaranteed time off until the schedule is posted. Please be aware that due to the
nature of our business, we ALL work holidays that we are open for, and weekends.
Utilize HotSchedules for all schedule requests. It is your responsibility to cover your
shift if you are unable to work after the schedule has been posted, and get
management approval.

TAKE OUT MENUS

All of our menus are located online. If a guest requests a copy of our menu, un-stuff
a menu and create a packet. Explain to the guest that we used recycled paper and
make it clear which sides of the menu are accurate, and that our menu is subject to
change daily pending what is looking freshest at market, and seasonality.

TO GO ORDERS

We do not offer a to-go program. If a guest is persistent about this, please inform a
manager immediately.

TRANSFERRING BAR TABS

We allow guests to order drinks in the bar or lounge and transfer their tab to their
dinner check in the main dining room. Check with the bartender before seating the
guests in the dining room to see if they are running a tab. If the guests would like to
transfer their drinks, get the table chit and write the bar seat/table number on it and
place it in the transfer cup on the bar.
 YIELD GUEST RIGHT OF WAY

Our restaurant exists for our guests. Please allow them to move freely throughout
the restaurant. If a guest is walking your way, move to the side and let them pass.
We do not try to out-run our guests; we patiently wait for them to pass. Right of way
is determined by: (1) guests, (2) hot food, (3) cold food, and (4)
employees. Please be elegant and graceful on the floor.
SERVICE GUIDELINES

1. Check that you have the following supplies before beginning your shift: 3
matching ball point pens, wine opener, table crumber, small pad of paper,
lighter, and polishing cloth.

2. Before you clock in, you should be in uniform and ready to work.

3. Review and execute your assigned opening SIDE WORK for the day. Check
the floor plan for your assigned station and check your tables, chairs, and the
floor of your section for cleanliness. Tables should be uniform and in line.
Tablecloths and napkins should be clean and crisp. Check for uniform
tablecloth levels. All tables should be set completely. Polish and align all
flatware, bread plates, and any other table items. Fill anything that is not full.
Inspect underneath all tables and chairs for cleanliness.

4. Treat all guests equally and with respect, regardless of how they look or how
you perceive them. Don’t forget your other tables and guests!

5. Always treat guests in a professional manner. Do not sit down at a table

while you are in uniform or accept a drink from a customer. Even if guests
are friends, don’t chat with them more than you would any other guest.

6. Maintain correct posture when walking or standing. Do not lean on the

counters. Remember that you are in the public eye and that we always on
“stage”.

7. No idle standing and talking in the dining room with other employees;
absolutely no “bunching together”. A front and back waiter should stand in
or near his or her station.

8. Be able to describe, explain and talk confidently about the wine list, specials
and preparation of all items on the menu. Stay informed about which items
are not available or whether the kitchen is running low on anything.

9. A gratuity is the guest’s way of rewarding you for hard work and good
service. There will be times when you feel you have been under paid for your
 services. However, your guest has the right to make the final assessment and
leave whatever amount he or she chooses. You may never in any way
indicate to a guest that you are dissatisfied with the gratuity you have
received. You should never discuss tips while guests are in the restaurant.
Doing so can result in disciplinary action. Do NOT look at gratuity while in
view of guest. Make sure to pick up check before guest leaves unless
disruptive.
FOOD AND BEVERAGE
STEPS OF SERVICE

Once your station has been checked, it is time to invite the guests into the dining
room. Few people go to a fine restaurant simply because they are hungry. Dining
out is a social phenomenon, not a matter of sustenance. It is a festive, self-indulgent,
sensual experience. Having the closest and most frequent contact with each guest,
the front and back waiter has the responsibility to provide all essential and
supplementary services to help create the desired experience. Read your table and
cater to individual needs of your guests.

The intention of this list is to teach food front and back waiters the required technical
steps involved in providing exceptional service, not to dictate styles or personalities
of our food front and back waiters since the diversity of our staff is a great asset to
our company.

1. Greet the table with a dinner menu within 1 minute of the guests
sitting down. Your guests should immediately be made to feel comfortable
and welcome. They should feel confident in your service. Upon greeting your
guest, ask if they have a preference for water and inform them of the choices
available. Once water has been delivered, offer to take a beverage order.
Be sure to mention all the possibilities (using specifics); full bar, wines by the
glass, bottled wines from our wine list. If someone orders a mixed drink,
always ask if they have a preference for a brand of liquor. Serve all
beverages on a cocktail tray.

2. You must ask for identification if the guest appears to be younger than 30
years old. Never serve a drink to a person whom you have not
personally seen their ID. Remember, you are responsible for every guest
you serve. Anyone who sells or gives liquor to a minor is guilty of a
misdemeanor and jeopardizes the restaurant’s liquor license. If your guest
cannot produce a legitimate identification to prove their age, you
are not allowed to serve them liquor - forward the incident to a
manager.
3. Give the table a detailed presentation on what we offer, and how we differ
from other restaurants, or better yet what makes us special.

4. Be sure to watch your table and take the order when the guests are ready. If
you have identified the host at the table, be sure to keep an eye on him or
her for pacing clues.

5. Accurate, complete and continual use of seat numbers is essential to

teamwork and professional service and is therefore required.

6. As you take the order, suggest appropriate items to the guest. Examples
include suggesting wine pairings, increasing the size or quantity of a dish to
reflect the amount of people sharing the item, and suggesting sauces or
enhancements.

7. Ask the guests if they have any allergies or dietary restrictions as our menu
offerings might have ingredients not mentioned on the menu.
8. Try to communicate to the whole table, not just one person, by using eye
contact and body language.

9. Once the order has been taken, remove all menus from the table, take them
to their appropriate stations, and enter the order into the ALOHA SYSTEM.

* Things to remember before you enter the order into

ALOHA

● Make sure your guest count is correct

● Order-Fire : Amuse Bouche & Bread
● Place on hold any of the following items:
● Complimentary Sparkling
● Special Occasion Dessert
● Allergy
● GUEST LEVEL (1.2.3)

After you place the order, make sure you course all items appropriately.
(Remember that Course 1 is an automatic FIRE for the kitchen & that VIP
Levels, Correct buttons & Allergies should not be coursed as they need to
Appear at the top of the kitchen ticket)

Take a moment to review the order you entered and ensure there are no
mistakes or confusing modifiers. If there is anything misleading or abnormal
about your ticket, make sure you hit the CORRECT button before sending
your order.
10. It is important that all food is served as soon as it is ready; so timing of the
Fire Tickets is extremely critical. While most guests equate good service with
quick service, if they wish to eat leisurely, do not rush them.

11. Make sure guests have everything they need on the table before you serve
any item or the next course (Steak knife, pasta spoon, cocktail fork,
silverware, appropriate wine glass, etc.). Use the marking tray. Do not
carry silverware in your bare hands. Avoid putting silverware directly on
plates. The chef has carefully considered his plate presentation, and a piece
of silverware is never a part of that vision.

12. Hold glasses by the stem or base, never by the rim or bowl. Never clear
glasses by putting your fingers inside them or at the top of the glass.

13. Hold silverware by the handle. No water or food spots should appear on any
silverware in the dining room.

14. When serving food, make sure that the guest is aware of you as you begin
serving. Food service will be synchronized for the most part. Table and seat
positions will be given by expo. These are to be repeated back. Then as a
team the food is delivered to the table. The service staff is to surround the
table and make any adjustments to the landing space. The person serving
Seat 1 nods to the rest of the staff when everyone is ready, initiating the drop
Food is served with left hand from left side. If anything is to be poured table
side it is to be done from the right. The server or the last seat number will
describe all the food.

15. At this point, make sure that your guests have everything they need to enjoy
their meal (you must be aware of all condiments available). Replenish water,
wine, bread, etc.

16. Check back with the table within one minute of the first bite to
make sure that everything has been prepared to their liking. This is a very
important step of service. This time allows you to have contact with the guests
solely for the reason of ensuring the guest’s needs are satisfied. It also
allows any additional food items, wine, or cocktails to be offered. If there is
dissatisfaction with an item, it can be corrected or replaced immediately.
Always inform a manager of problems, situations or praise a
guest has. We never want a guest to leave unhappy or dissatisfied with any
of our products. Our policy is to insure the guest leaves the restaurant happy.

17. Make use of every trip made to and from the kitchen or food pickup area,
dining room, or dish room. For example, on the way to the kitchen, remove
 any empty dishes from tables and check whether any customers need
something from the kitchen.

18. Be sure to clean debris off tables (e.g. sugar and straw wrappers), and keep
tables always clean. Remove items no longer needed such as dirty silverware
or empty glasses. Crumb the table between each course if necessary and
always after the entree plates have been cleared.

19. If a guest has dropped his or her napkin on the floor, promptly replace it with
a clean one. If the guest gets up their seat and leaves the napkin on the table
or chair, bring them a new napkin if entrees have yet to be served, otherwise
fold the napkin and place it on the table.

20. When refilling water, coffee, or tea, do not ask if the guest wants more, just
refill it. When refilling wine, read your table. Existing efficiently in the
background is greatly appreciated by our guests. NINJA
SERVICE.

21. Wait until everyone at a table is finished before asking whether you may
remove their plates. Never ask a guest if they are finished, or done. Rather,
inquire if you may remove their plate. Do not remove one guest’s plate while
another is still eating unless directed to do so. (The only exception to this rule
is when the guests have pushed their plates aside.) Always offer to wrap any
significant left-over. Clear all unnecessary items from the table; i.e. B & B
plates, butter knives, empty glasses.

22. At dessert time, don’t ask if a guest would like a dessert menu, automatically
bring it. Always tell them about the dessert specials and mention one or two
desserts that you think are our best. Again, if the guest is too full to consider
dessert, suggest splitting something.

23. At this point, espresso, cappuccino, etc. should be offered. It is also time to
suggest port, cognac, dessert wine, etc. Always present the after dinner
drink list as you would present the wine list with the regular menus. You
should be familiar with all the available beverages behind the bar so you can
recommend them and answer questions comfortably.

24. Treat the last course as you would the first and remove dessert plates when
finished, espresso cups, extra silverware, etc. but don’t forget to refill water,
coffee and tea until they leave.

25. Bring guests any complimentary gifts to finish, as per management.

26. Presenting the guest check is your responsibility as a salesperson. Always
review the guest check for accuracy. Place the check on the table in a
check presenter and tell your guests that you will take care of the check when
they are ready. Insure that payment is processed promptly.

26. Remember, your job of service does not end until the guest has left the
restaurant. Continue paying attention to your tables until your guests have
left and you have had a chance to say goodbye. The table you started
with is your table to finish, only with a manager’s approval is a
table ever transferred to another front and back waiter.

TABLE SERVICE SEQUENCE SUMMARY

1. GREET GUESTS WITHIN 2 MINUTES

2. WATER SERVICE, MENU DELIVERY
3. BEVERAGE ORDER AND DELIVERY
4. MENU PRESENTATION / SPIEL
5. TAKE ORDER, CONFIRM ALLERGIES AND SPECIAL REQUESTS
6. RING ORDER INTO ALOHA

7. FIRE AMUSE, CLEAR AMUSE, FIRE BREAD

8. SET FOR 1ST COURSE, QUALITY CHECK, CLEAR, CRUMB
9. SET FOR NEXT COURSE, QUALITY CHECK, CLEAR, CRUMB

10. DESSERT MENU DELIVERY, SUGGEST COFFEE & AFTER DINNER DRINKS
11. RING DESSERT/BEVERAGE ORDER INTO ALOHA, FIRE PRE-DESSERT
12. MARK FOR DESSERT, CLEAR PRE-DESSERT, QUALITY CHECK, CLEAR

13. BRING COTTON CANDY TO THE TABLE

14. WHEN GUEST IS READY, PRESENT CHECK WITH MIGNARDIES
15. BRING TAKEAWAY GIFTS AFTER PAYMENT IS PROCESSED
16. SAY GOODBYE AND WALK THEM OUT
 ● Note this represents the general order of service which must be
followed by all food front and back waiters at Alexander’s
Steakhouse.

ADDITIONAL PROCEDURES FOR BETTER FOOD SERVICE

BREAD and WATER SERVICE

We require all food front and back waiters to arrive at the table for initial service
NOT MORE THAN TWO MINUTES after the guest has been seated. Water will
be rung into POS to indicate completion. Bread Service should be fired with the
Amuse, or set to coincide with Soup or Salad courses. Read your table.

SILVERWARE / SHARE PLATE SERVICE

Provide a fork and knife for all appetizers. If they are saucy, also provide a spoon.
Provide a fork and teaspoon for all desserts (except for brûlée, ice cream, scoop of
sorbet, etc.). Chocolate cake served with a caramel sauce cannot be eaten with a
fork alone; a spoon is needed to eat the sauce. Always use a marking tray.

Please be sure that you pre-set all required silverware well before the course is
served. Use the marking tray table side at all times. Whenever guests
decide to share courses, including most desserts, you must provide each guest with
a share plate and with utensils. These items should be pre-set before the course
arrives at the table. Always use a marking tray.

CRUMBING

All tables must be crumbed whenever necessary - but especially after entree plates
are cleared. At that point in service, the only items left on the table should be
glassware in use. We find that our guests buy more desserts when they are reading
a dessert menu on a spotless, un-cramped table top.

SERVE FROM THE LEFT/CLEAR FROM THE RIGHT

The only exception here should be if doing so requires a guest to be

inconvenienced.

WATER SERVICE

Water service is important throughout the whole dining experience. Even after
guests have paid water should continue to be refilled. A water glass should rarely
become less than half full. BOTH BOTTLED WATER AND TAP SHOULD BE
OFFERED. DO NOT DECIEVE THE GUEST. Always ask if they would like another
bottle of sparkling or still. For larger parties you may inquire if they would like
bottled water service throughout the course of the experience.

LOST AND FOUND

All articles found in the dining room which belong to any dining guest MUST be
returned to the host/hostess on duty (or a Manager on duty if host has departed).
The host/hostess will bring all items found to the managers’ attention immediately.
MOD will place all valuables in the safe: all other articles will go to the lost and
found box, in the MOD office.

TAKE-OUT ORDERING

Our entire menu is available for take-out. Under usual circumstances, the bartender
will process all take-out orders. It is the responsibility of the person ordering take-out
to properly modify and check all orders for accuracy. We are very pleased to offer
take-out service and guests should not be made to feel that takeout orders are a
burden. Rather, we should encourage all such additional service and revenue.

PAYMENT PROCESSING

The following are payment types accepted by Alexander’s Steakhouse and how
they should be processed: We accept CASH, VISA, MASTERCARD, AMERICAN
EXPRESS, DISCOVER CARD & GIFT CARDS. All credit cards are processed through
the POS.

In case of a power outage, you must imprint the corresponding guest check with the
card in the imprinting “manual” machine. Crash kits will be provided by a manager
when needed.

If you are processing a credit card and it comes back DECLINED you need to
return it to the guest and inform him/her discretely that we cannot accept the card.
The best way is to say, I’m sorry, but I am unable to get an authorization on this
card. Do you have another I might try? Most the time the guest is not surprised and
it will not be a problem. If you are processing a card and are asked to HOLD the
card, inform the manager, and the manager will approach the table. DO NOT
return the card to the guest.

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All service is
M U L T I P LE - T A S K ED
The way to survive is by
P R I O R I T I Z I N G.
Then move down the list relentlessly.
-----------------------------------------------------

PROCEDURES &
STANDARDS
GUEST RELATIONS

● Should a guest ask for assistance, their request becomes a priority. If you can
service it, then do so in a quick and efficient manner. If not, then clearly
communicate their request to the Manager.

● Guests should never have to flag down a staff member, we should be able to
anticipate their needs.

● Remain positive, never impatient. Be attentive to the guest at all times.

Remain in station. Smile and be courteous. Guests should feel pampered &
welcomed, and leave wanting to return.

● Maintain a friendly and courteous attitude.

● Use a guest’s name as often as possible.

● Be knowledgeable of the restaurant facilities and hours of operation to

answer potential questions. All questions should be answered correctly. If you
do not know the answer then find out, do not guess.

● Be able to relay information about the area and local attractions.

● Establish eye contact and maintain good posture.

● When speaking with guests, remain table side until conversation is completed.
Do not discuss personal problems with guests.

● Do not conduct group discussions with co-workers.

● Be cautious of voice levels and noise in side areas.

● Assist guests with their chairs whenever they sit or get up, and replace or fold
their napkins as appropriate.

GUEST COMPLAINTS
• When confronted with a complaint:
o Listen carefully.
o Do not interrupt.
o Apologize using the guest’s name, if known.
o Agree to a course of action.
o Handle/Act immediately.
o Always notify a manager.

• Returned Food / Item Issues

o If an item does not meet the guest’s satisfaction, determine what the
guest is looking for as a solution, and apologize to the guest.

• If an item needs to be returned:

o Have item re-cooked, fixed, or replaced.
o A re-fire ticket is required for all re-fires to the kitchen.
o Ensure a manager is aware of the issue.
o Putting food back in front of your guest rapidly is your priority!

-----------------------------------------------------
Never be defensive with a guest.
Never hide behind a counter or desk. Never make excuses.
DO NOT TRY TO WIN IN A DISAGREEMENT!

MISTAKES HAPPEN.
Acknowledge the mistake,
apologize, and make amends.
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 SPILLS
• Spills (on the guest):
o Bring a clean, white cloth with soda water.
o Let the guest attempt to remove the spot.
o Inform manager immediately.

• Spills (on the floor):

o Ensure that someone is standing over the spill at all times until it has
been cleared. Warn guests and other employees if there is any danger
from broken glass or a wet floor. If you are alone, you must get
someone to help you clean it up.

CLEARING
• When all guests are finished or as indicated by the guests, clear the plates
from their right using your right hand, unless it is more comfortable and
convenient to the guest to clear from the left. Clear dishes clockwise around
the table.

• Large tables that require more than 1 person to clear (3 or more guests) must
gather a group of service staff to clear together and execute the clear in a
quick and concise manner. Everything should be able to be removed from the
table in one visit.

• Remove all side plates, silver, under-liners and condiments not needed for
next course.

• Cleaning must be unobtrusive, quiet, skillful with nothing dropped or spilled.

• When clearing plates, do not scrape plates with silverware.

• Remove all dirty items and place on designated dish service area.

• Replace silverware required for additional courses using

• Crumb tables after entree and as needed between courses.

• You mustn’t clear more than 1 glass in your hand in the dining room. 2 or
more glasses require a tray.

RESPONSIBLE ALCOHOLIC
 BEVERAGE SERVICE
• Front and back waiter maintains that alcoholic beverages are served only to
those who meet the legal age requirement.

• All persons who appear to be under the age of 30 to be politely asked for
identification.

• Intoxicated guests are never served.

• Inform Manager of guests exhibiting signs of intoxication.

• Do not cut off a guest. Management is to make this decision.

PRE-SHIFT MEETING

Meet at the designated area for the pre-
shift meeting conducted by the manager
prior to each meal period. Items
discussed will include but are not limited
to:
• Parties, VIPs, and special
arrangements.
• Pertinent Restaurant information
(changes, memos, etc.).
• Station assignments.
• Uniform and hygiene inspection.
• Food specials and tasting.
• 86'd items.
• Wine specials and education.
• Standard of the week training.
• Feedback, questions and answers.
• Customer service points.
• Changes in policies.
● All front and back waiters attend the
pre-meal meeting.
● Front and back waiters know
specials, ingredients, preparation,
garnish and 86'd items.
● Front and back waiters are properly
groomed to Restaurant policy with
uniforms clean and pressed.
● Front and back waiters should be
aware of planned subject matter for
the day/week, if that information has
been made available by
management.

Be on time and make sure to have a pen with paper to write down information.
 -----------------------------------------------------
Every big success is made up of
lots of little skills.
The more skills you have,
the BIGGER your success will be.
-----------------------------------------------------

MIS-USED PHRASES IN RESTAURANTS

Is everything O.K.?
How is everything?
It’s nice
It’s good
I don’t eat meat, fish, etc.
Everything is good
First, let me tell you what we don’t have
I’ll get your waiter...
Who got the...steak, fish, etc.?
I don’t know...
Never use “We”, you are not dining with the guest!

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RESTAURANT BUZZ WORDS

juicy plump chilled

ripe fresh/freshly tree-ripened
succulent tender vine-ripened
crisp crusty golden
 charred quickly (seared) prime
choice slowly (roasted) thick
tender whipped moist
light fluffy nutty
topped with glazed tart
sprinkled with delicate creamy
dusted with mouth-watering refreshing
drizzled with dipped in house-made
intense jammy steaming

APHORISMS
What a restaurant serves is service.

A happy guest tells five people. An unhappy guest tells ten.

Few people understand the difference between a perfect

lamb chop and an almost perfect lamb chop, but almost
everyone knows the difference between being treated really
well and being treated less well.

Dining room service is about warmth and style.

Management has organizational power. But the real power

lies with the front-line contact person.
The interaction with the guest is everything.

Efficiency can be ugly, noisy and rude.

Time is not equal in a restaurant. A diner who was happy

spending 2 hours over dinner can be easily upset if he has to
wait 5 minutes for the check.

Waiting 1 minute for something can sometimes feel like an

eternity.
 What often separates great restaurant service from good
restaurant service is not serving dishes; it’s clearing them.

Customers love to hear the sound of their name. Most of

them have it imprinted on their credit card.

Bad word-of-mouth costs you a lot more than a comp’d

dinner or a comp’d bottle of wine.

There is never any excuse for someone on the floor to not

know about the food/beverages and the houses policies.

Professional, caring service creates as much loyalty as great

food.

Outstanding service is a restaurants greatest competitive

edge.