BUSSER

MANUAL & PACKET

NAME

JANUARY 2017
 GENERAL INFORMATION TEST

1. List the president, vice president, area partner, general manager, and all store managers. (First
and last names please)

a. PRESIDENT:
b. VICE-PRESIDENT:
c. AREA PARTNER:
d. GENERAL MANAGER:
e. SR. KITCHEN MANAGER:
f. FOH MANAGER:
g. BOH MANAGER:
h. BOH MANAGER:
i. MIT (IF APPLICABLE):
j. MIT (IF APPLICABLE):

2. Who are your trainers?

3. What is our store phone number?

4. What is our store address?

5. Who must first approve all schedule transfers?

6. Who is our administrative assistant?

7. What are our hours of operation? KITCHEN: BAR:

Sunday ____________ ___________

Monday - Thursday ____________ ___________

Friday and Saturday ____________ ___________

8. Where is the employee parking area?

9. Where are on duty employees allowed to smoke?

10. What is the last day that schedule requests are accepted?

11. What is our email address?

Possible Points = 26 | Total Points Scored = ______ | Total Points: ______/ 26 | Final Score = _______

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 WHY WE ARE CHARLESTON’S

Homemade Dressings and Desserts Made from Scratch!

Food is Flavor Profiled every shift by a Manager
We Serve only Fresh Fish and Pasta!
Cook over Live Hard Wood!
The “Five” Thank You Rule! Fresh Ground Coffee Beans!
The Answer to a Guest is “Yes” (we try)!
All Soups made Fresh Daily!
A Working Partnership in the Community!
An Ounce and Half Pour on All Highballs!
Fresh Squeezed Orange and Grapefruit Juices!
Fresh Salmon Smoked in House!
Fresh Baked Bread and Croissants!
Management Visibility on the Floor and Table Visits!
Open Kitchen!
First in Service Standards! (Media Recognized)
Utilization of Pivot Point System!
All Recooks and Guest Complaints Handled by Management!
Active Members in Civic Organizations and Local Chambers!
Employees Treated Like We Want Them to Treat Our Guest!

Signature Items:
Baby Back Ribs, Chicken Tenders, Baked Potato Soup!

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CHARLESTON’S BUSSER UNIFORM

A GENUINE CHARLESTON’S SMILE!!!! Most Important Part of your uniform

HAIR: At Charleston’s, we want to project a conservative and natural

appearance. “Alternative” hairstyles are not acceptable for males or females.
This includes two-tone dramatic colors.

Females: Hair must be in a tight ponytail or bun and may not be touching
your shoulders or back. All feathers or “flyaways” should be pinned up out
of your face. You may wear black hair ties, barrettes or headbands as long
as they are less than 1/2” thick.
Males: Ponytails and excessive spiking of hair is not allowed. Hair should not
touch your shoulders or cover your ears and sideburns must be well trimmed
and not longer than the earlobe. Males should be clean shaven each shift.
No facial hair is allowed.

JEWELRY, PIERCINGS, TATTOOS & NAIL POLISH:

FEMALES MAY ONLY WEAR:

□ One ring per hand

□ Two earrings per ear, posts only
□ A simple silver or gold necklace
□ One silver, gold or black watch
□ Shades of red, pink or French manicure only on nails

MALES MAY ONLY WAR:

□ One ring
□ One silver, gold or black watch

NEVER ALLOWED:

□ Visible body piercings other than the earlobe

□ Hoop or dangling earrings
□ More than two earrings per ear for females
□ No earrings for males or barbell earrings for females
□ No bracelets (Metal, plastic, string, etc.)
□ No choker necklaces or medallions
□ Black or dark nail polish

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 □ Visible body tattoos are never allowed, if you have one it must be
covered completely with tattoo cover-up that you purchase (band-
aids and wrist bands are not allowed)

FITTED BLACK POLO SHIRT:

□ You must get your shirt approved by your General Manager

□ Should be clean and wrinkle free every shift
□ Shirt may not be worn if faded
□ Must be tucked in at all times
□ Shirt may not have a logo of any kind
□ Shirt should have 2 buttons

SOLID BLACK PANTS:

□ Pants must be approved by your General Manager.

□ A good quality black slack
□ Editor-style for females
□ Docker-style for males
□ Fit should be neat with a crisp ironed crease
□ Length should have slight break over the shoe, socks should not show
□ NO: Jean-style, flap pockets, double-stiched, patch or cargo pockets,
ankle huggers, flare or dragging pant leg pants are allowed.

SHOES, SOCKS & BELTS: SHOES: Solid black shoes only

□ No stripes or colors allowed on shoes

□ Must be clean and made of leather or leather like (no canvas)
□ Heels are to be no more than 1 ½“ high
□ No open-toed, backless or clog type shoes

SOCKS: Black socks only

BELT: Black leather belt

□ Smooth matte (not shiny) finish

□ No holes or detail
□ Simple buckle that is silver, gold or black only
□ No large buckles

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 RESTAURANT VOCABULARY

86- Sold out of a particular item.

2 Top- A table or booth that seats or can seat up to two people.

4 Top- A table or booth that seats or can seat up to four people.

6 Top- A table or booth that seats or can seat up to six people.

All Day- Consolidate on drinks or food items, i.e. “3 Dr. Peppers all day”

Bank- Money a server carries to make change for a guest's bill.

Behind You- A verbal warning not to turn around or stop as someone is

behind you.

Check-Out- A shift leader checks a server’s side work to make sure it has
been completed correctly. May also refer to a server turning in
his/her money at the end of their shift.

Closed- The point during a shift when a server will no longer receive
tables, however, they will continue to serve their existing
tables.

Expediter- Person who calls the orders into the kitchen. He/she is also the
final checkpoint for food quality before it reaches the guest.
The expediter bridges all communication from the wait staff to
the kitchen.

Expo- The place where food comes out of the kitchen.

Graze- (Garbage mouthing or Grazing) - To eat food off of plates or

eating any food items while working a shift. This is prohibited.
The exception is the expediter who tastes all the food.

Hobart- The area or machine where dishes are washed.

On The Fly- Needing something immediately –rush it.

P.S.T.M.- (Pre-shift team meeting) A gathering of servers before each

shift. This gives managers
6 a chance to inspect uniforms and
 give information.

Runner- Any person who takes food from the service

line out to the appropriate guests table.

Roll-Up- 2 forks, 1 knife, 1 spoon rolled together in a white linen. Roll-ups

are placed on every table in the dining room.

Run Food- Taking food to a table.

Side Work- Duties assigned to a server to do throughout a shift.

Singled Out- Needing only one

Spec- To do a job or to make a food item exactly to specification.

Station- A server's assigned tables.

Teamwork- Charleston's service philosophy. Everyone (managers, servers,

hostesses, and the kitchen staff) helps each other.

Wait- Refers to a full restaurant. Guests are waiting to be seated.

Wait Station- The area where servers obtain glasses, iced tea, coffee,
etc.

Weaving- This is when a server circulates through the entire restaurant

looking to see what is needed by our guests.

Weeds- Not being able to perform up to Charleston's standards. Can

occur from being unorganized or simply being extremely
busy.

Zone- The point during a shift when a manager closes

some stations, and enlarges others.

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 BUSSER TRAINING SCHEDULE

Trainer: Date: ____________ Trainee: ______________________

Training Preview:

___ Arrive on time in complete uniform

___ Clock In
___ Reference Material Reviewed
___ General Information and Table Chart Test
___ Given
___ Corrected
___ Reviewed
___ Today’s Training Goals
___ In-Depth Tour
___ Dining Room
___ Towel Buckets
___ Slings, Booster Seats, High Chairs
___ Silverware
___ Other Items Needed for Setting Tables
___ Kitchen
___ Hobart Area/ Linen Bag
___ Trash Cans and Trash Bags
___ Silverware Station
___ Dishes/Glassware
___ Expo Area
___ Liquor Cage
___ Candle Refills
___ Condiments
___ Ice Bins and Machine
___ Buckets and Scoops
___ Restroom Supplies-Soap, Paper Towels, Toilet Paper
___ Cleaning Solutions
___ Parking Lot
___ Areas to Look for Trash
___ What is Meant by Trash
___ Shiftly Procedures: Check Towels and Restrooms
___ Closing Procedures: Bar, Restroom, Managers
___ Additional Goals for Today
1. __________________________________________
2. __________________________________________
3. __________________________________________
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On The Job Training:

Trainer and Trainee work together. Trainee will observe and assist the
trainer.
The following points must be explained.
___ Bussing and Setting Tables
___ Setting Tables Thoroughly, Quickly, Quietly
___ Setting Tables Correctly
___ Cleaning and Restocking Restrooms
___ Cleaning Mirrors
___ Emptying Trash
___ Refilling Soap
___ Checking Toilet Paper
___ Wiping Counters
___ Refilling C-Folds
___ Maintain Clean Floors
___ Rolling Silverware
___ Check Parking Lot for Trash

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 GENERAL BUSSER POINTS

FIRST IMPRESSION
SMILE! The unique aspect of being a busser is that you come into direct contact

with every guest that walks through the door. The first impression that is made at
the front door is often carried throughout the guests’ whole dining experience
with us. When our guests enter the restaurant, they want to see an attentive
employee versus someone who is just going through the motions. It is important
that you make each guest feel welcome and comfortable by projecting a
friendly attitude towards each and every one of them.

A LASTING IMPRESSION
It is our goal to treat our guests in a way that we insure their return. Your
responsibility continues even after the guest is seated for dinner., It is important
that you are quick to recognize any further guest needs. Always be ready with
directions to the telephone and restroom. If for some reason, a guest stops and
asks you a question you are not familiar with, quickly find a server or manager to
take care of the guest. As they are leaving, make sure to say “Thank You” (the
five thank you rule)! The key to making our restaurant flow smoothly is teamwork,
and you are a very important part of the team.

GUEST FEEDBACK
Accept guest response, positive or negative. We sincerely hope the majority of
comments will be positive ones, but occasionally a problem may arise. Please
handle these difficult situations in a polite and professional manner. Without
making our guests feel uncomfortable, ask them to wait for a moment and say
“...let me get (managers name), he/she would like to hear your feedback.” Do
not try to handle it yourself or promise the guest anything, let the manager talk to
them.
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 PRIMARY RESPONSIBILITY:
CLEARING AND SETTING TABLES

Your job as a busser plays a very important role in the success of this restaurant.
Your responsibilities include keeping all available tables cleared and set as well as
maintaining the overall cleanliness of the restaurant. Clearing and setting tables is
your first and most important responsibility! How quickly, thoroughly, and
consistently the tables are cleared and set directly affects the Guest. Listed below
are things to remember about these three factors.

QUICKLY
Tables should be cleared and set within two minutes after the previous guests
have departed. There is a constant flow of Guests entering and leaving the
restaurant. All available tables must be ready in order to seat the Guests as soon
as possible.

THOROUGHLY
Each table should be cleaned and set knowing that someone will be eating at
that table when you finish. Always wipe the ENTIRE table with a CLEAN towel,
check the CHAIRS and BOOTHS for crumbs, check the FLOOR for trash, and set the
table NEATLY with CLEAN and tightly rolled silverware. Candles and condiments
should be arranged properly. Candles should be lit in the evening.

CONSISTENTLY
The appearance of the dining room is always very important. Every time a Guest
walks through the restaurant, he/she notices the decorations and the design of the
dining room. DIRTY TABLES ARE NOT IMPRESSIVE. They will affect the Guest’s
impression of the restaurant. Even the Guests sitting near the dirty table will not enjoy
his /her meal.
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 THE FAST, EASY WAY TO CLEAR AND SET TABLES

Clearing and Setting Tables is the most important part of your job. What you use
to wipe the table will make a big difference. Do not carry the buss towels around
with you. The towels should be kept rinsed and clean regularly. Listed below are
some points on bussing and setting tables. Remember that our goal is to clear
and set each table within one minute.

MAKE SURE THE GUEST HAS LEFT

Tables are often mistakenly cleared while guests are in the restroom. There are
a number of hints that will help you determine if the party has left such as:
money on the table, empty coffee mugs, lack of silverware etc. When in
doubt, ask the table’s server.

CLEARING THE TABLE

Move candle and condiments to the corner of the table. Completely wipe
down the table with a clean, damp bus towel. Make sure to conceal the towel
in your hand. The towel should never be visible to the guest. Avoid pushing
crumbs and trash onto the floor. Arrange candle and condiments properly in
the center of the table. If you leave the table with dirty dishes, but have not
wiped it down, pull the sugar shaker out to the end of the table to indicate to
the hostess or others that the table is not clean. Wipe all chairs and booths.
Check for crumbs and spills.

CHECK THE FLOOR

Crumbs, napkins, trash are often missed, make sure to sweep when
needed. A table that had children will probably need a total floor check.
Watch for items that have been left by guests and bring them to a
manager on duty making sure to tell them the table number it came from.
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RESET THE TABLE
All table settings must be clean and tightly rolled. Make sure to set the table
correctly.

ONE LAST LOOK

Ensure that the table is ready for the next Guest. Inform Hostesses or managers
which tables are ready to be sat.

DISH MACHINE
Place all items into the proper containers or stacks. Return any chip baskets,
condiments, etc. to their proper place in the kitchen.

BUSSERS SHOULD NEVER

Remove dirty dishes from occupied tables, nor should they refill beverages for
guests; if the guest asks for something, the busser should notify a server.

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 SECONDARY RESPONSIBILITY:
MAINTAINING THE CLEANLINESS OF THE RESTAURANT

BE AWARE OF THE FOLLOWING:

FLOORS
The isles in the dining room must be kept clean. Always pick up any paper, food,
and any other trash that might have accumulated on the floor. Pick up any
trash wherever it is noticed. Never “walk over” it. Use the broom or Bissel to pick
up crumbs if necessary. A table with children will generally require a full floor
check. It is important to be aware of the floor because its appearance will in
turn affect the Guest.

RESTROOMS
The restrooms must be checked every half-hour. They must be stocked with soap,
paper towels, and toilet paper. Remember to check the floors, trash, and wipe
mirrors and counters regularly. It only takes a few minutes each half-hour to
maintain a clean restroom but it must be done regularly.

TABLE SET-UPS
Keep a supply of the items needed for setting tables. This includes silverware and
bus towels. Bus towels should be kept clean at all times. The area for these
should be kept organized and readily available for quick bussing a setting of
tables. Bus towels should not be carried around unless busser is on the way to
wipe down a specific table. The towel should be kept concealed in the hand.

PARKING LOT
The parking lot is also important to the overall cleanliness of the restaurant.
Check for candy wrappers, toothpicks,
14 cigarettes, and any other trash. This
could be first or last thing that the Guest sees at Charleston’s. These areas should
be checked on a regular basis. Check with the manager to know how often this
should be done

ASSISTING THE BARTENDER

If possible, check with the bartender to see if anything is needed. Boxes or trash
may need removing. Additional glass or ice may be needed.

Obviously, the responsibilities of the busser will influence how smoothly and
successfully the restaurant operates. The busser must have a true concern for
the Guest and maintain a sense of urgency at all times. Remember that our goal
is to satisfy every Guest in such a way that we insure their return. Approach you
job with enthusiasm and your time at Charleston’s will be enjoyable as well as
rewarding.

RESTROOM CHECKS
From time to time you will be handed a Restroom Check-List slip. Take the slip and
check each item listed. Is there plenty of toilet paper and towels? Are any of
the light bulbs burnt out? Plenty of soap? Are floors and counter tops clean?
Upon restocking and ensuring cleanliness of the restroom, sign the slip, write the
time on it and return it to the expediter's spindle.

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 BUSSER FINAL TEST

1. What are the adjectives that describe the way we clean

tables (Hint: The first letters are Q, T, C) (3pts)

2. What should you do if you’re unsure if a party has left? (1pt)

3. How can you tell if a party has left? (1pt)

4. What is the best way to wipe the entire table? (1pt)

5. Why do you check the chairs and floor?

6. When should you sweep the floor?

7. Why is one last check of the table important?

8. What should you do with credit card vouchers or money left on

the table?

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 FOLLOW SHIFT

1 – NEEDS A LOT OF 2 – NEEDS SOME 3 - MEETS

ITEM
ATTENTION ATTENTION STANDARDS

APPEARANCE

PERSONALITY/ATTITUDE

ORGANIZATION

COMMUNICATION SKILLS

SENSE OF URGENCY

TEAMWORK

AGGRESSIVENESS

AWARENESS

FRIENDLINESS

GUEST AWARENESS

SHIFT DATE: AM/PM __________________________________________________

COMMENTS:
_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

DEVELOPMENTAL GOAL 1: ____________________________________________

DEVELOPMENTAL GOAL 2: ____________________________________________
DEVELOPMENTAL GOAL 3: ____________________________________________

TRAINER SIGNATURE: ____________________________________________

TRAINER SIGNATURE: ____________________________________________
MANAGER SIGNATURE: _________________________________________

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 REVERSE SHIFT

1 – NEEDS A LOT OF 2 – NEEDS SOME 3 - MEETS

ITEM
ATTENTION ATTENTION STANDARDS

APPEARANCE

PERSONALITY/ATTITUDE

ORGANIZATION

COMMUNICATION SKILLS

SENSE OF URGENCY

TEAMWORK

AGGRESSIVENESS

AWARENESS

FRIENDLINESS

GUEST AWARENESS

SHIFT DATE: AM/PM __________________________________________________

COMMENTS:
_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

DEVELOPMENTAL GOAL 1: ____________________________________________

DEVELOPMENTAL GOAL 2: ____________________________________________
DEVELOPMENTAL GOAL 3: ____________________________________________

TRAINER SIGNATURE: ____________________________________________

TRAINER SIGNATURE: ____________________________________________
MANAGER SIGNATURE: _________________________________________

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 2ND REVERSE SHIFT (IF NEEDED)

1 – NEEDS A LOT OF 2 – NEEDS SOME 3 - MEETS

ITEM
ATTENTION ATTENTION STANDARDS

APPEARANCE

PERSONALITY/ATTITUDE

ORGANIZATION

COMMUNICATION SKILLS

SENSE OF URGENCY

TEAMWORK

AGGRESSIVENESS

AWARENESS

FRIENDLINESS

GUEST AWARENESS

SHIFT DATE: AM/PM __________________________________________________

COMMENTS:
_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

DEVELOPMENTAL GOAL 1: ____________________________________________

DEVELOPMENTAL GOAL 2: ____________________________________________
DEVELOPMENTAL GOAL 3: ____________________________________________

TRAINER SIGNATURE: ____________________________________________

TRAINER SIGNATURE: ____________________________________________
MANAGER SIGNATURE: _________________________________________

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