This action might not be possible to undo. Are you sure you want to continue?
The restaurant training manuals are detailed and comprehensive in scope, while maintaining a universal quality. The rules can be applied to almost any restaurant training program; you can also supplement with your own specific rules. When ordered as e-books, you will receive them in .doc format so you may modify them to fit your specific restaurant's needs. You may also make as many copies as you need for your staff. Following is the table of contents for each individual manual:
Bus Manual - Introduction - Equal Opportunity Employment - Sexual Harassment - Non-Discrimination - Workers' Compensation - Pay Periods - Drinking - Drugs - Employee Theft - Security - Lost Employee Articles - Customers' Lost Belongings - Breakage - Accidents and Safety - Bulletin Board - Personnel Records - Your Earnings - Parking - Promotions - Liquor Laws - Pre-Shift Issues: Schedules, Shift Changes and Calling In - Appearance & Professionalism - Cleanliness (detailed FOH cleanliness knowledge) - Job Duties and Expectations (includes proper language vs. slang) - Tips and Reporting to the IRS (from the NRA site-official information) - Company Agreement Forms
Host Manual - Introduction - Equal Opportunity Employment - Sexual Harassment - Non-Discrimination - Workers' Compensation - Pay Periods
Parking .Bulletin Board .Your Earnings .Personnel Records .Bulletin Board .Pay Periods .Drugs .Job Duties and Expectations (includes telephone etiquette/language) .Pre-Shift Issues: Schedules.Promotions .Appearance & Professionalism .Calming the Crabby Customer .Employee Theft .Breakage .Cleanliness (detailed FOH cleanliness knowledge) .Employee Theft .Drinking . Shift Changes and Calling In .Personnel Records .Pre-Shift Issues: Schedules.Introduction .Customers' Lost Belongings .Company Agreement Forms Server Manual .Liquor Laws .Liquor Laws .Cleanliness (detailed FOH cleanliness knowledge) ..Breakage . slang) .Accidents and Safety .Workers' Compensation .Promotions .Calming the Crabby Customer .Your Earnings .Equal Opportunity Employment .Lost Employee Articles .Customers' Lost Belongings .Appearance & Professionalism .Drinking . Shift Changes and Calling In .Parking .Tips and Reporting to the IRS (from the NRA site-official information) .Non-Discrimination .Security .Job Duties and Expectations (includes proper language vs.Server's Script .Drugs .Lost Employee Articles .Accidents and Safety .Security .Sexual Harassment .
1. sugar bowl and any table tents/promotions. 3. The shakers and bowl should be full and clean.taking out garbage .overall floor maintenance .re-setting tables . If plants or ledges are nearby.re-filling beverages and bread baskets ..Company Agreement Forms Below you will find excerpts from each manual: Excerpt from the Bus Manual Basic Responsibilities You are expected to be able to fulfill many different tasks for several people. managers and guests.greeting guests when you approach a table . Check that all tables are stable and do not wobble.serving bread and water -pre-bussing . Position these items at the centers of tables according to your restaurant’s procedures. 2. they should also be free of dust and dirt. Check that the tables are clean on the top and edges.cleaning and re-stocking service stations .clearing tables . hosts. 4. sugar and sugar substitute should be stocked. Wipe the chairs and be sure they are clean and set at an appropriate length from the tables. make sure that each table in the restaurant is set correctly. . including your servers. The following checklist includes many of the required tasks and could include more or less: .wiping down high chairs and boosters with clean bar towel Table Setting Guide Before service.Tips and Reporting to the IRS (from the NRA site-official information) .cleaning spills .maintaining tables and floor appearance . Examine the salt and pepper shakers.
Suggestions for extra duties · offer pepper for salads and soups · clear and crumb tables between courses and replace soiled silverware · serve beverages · remove trays and tray jacks left in a walkway/path · change out ash trays. 6. whether clean or dirty. Pick up trash. Cover your tray of dirty dishes with a napkin before taking back to service area. have a tray with you for entire removal of all items. used or clean. When wiping the table down. always handle them by the stem or base section of the glass or cup. Guests don’t know how clean your hands may or may not be. Brush off chairs and booths so guests do not have to brush crumbs off their seats before sitting down.When handling glassware of any type. Inspect the table settings.5. do not get into the habit of grabbing glassware by the rims or sticking your fingers into several glasses at once to more quickly bus a table. Move salt and pepper shakers and sugar container and any other items off to the side while you clean the entire table. while your thumb is at the very outermost rim of the plate to avoid touching people’s food. take a quick look around and make sure there aren’t any other dishes from any other tables that you can pick up. bring toothpicks. perform extra duties to make sure our guests are taken care of. The set up of all tables should be the same. brush excess and large crumbs into your hand or onto a plate or napkin so they aren’t just thrown onto the floor for clean-up at the end of the shift. .Plates of food should be served with your fingers splayed under the plate to balance. A service napkin may also be used to deliver a plate of food. . There are a few basics to handling dishes. Be sure the floor is clean around and under the tables. Servers should communicate with you as to what they need you to do for them. Side work duties are assigned and are expected to be carried out at the end of a shift to the expectations set forth. come prepared with as much as possible for the clean set-up of the table. Take care not to put your fingers inside of glasses. Whenever you have extra time. light cigarettes. Be sure everything is clean and aligned properly. There will be times when it is necessary to replace silverware or dishes between courses. assist with coats Clearing and re-setting tables When clearing a table. If you have room on your tray after you are finished with the set-up. It doesn’t matter if the glasses are clean or dirty. glassware and silverware. It is a completely unsanitary practice and horrifying to guests who witness you doing so! . If using a large tray.
begin by asking the host or someone else’s permission to take things away. such as coffee cups. especially if someone isn’t finished eating and you attempt to take away his/her plate. never the end that is put into the mouth. Greeting is a given that must be done by all employees all the time.Silverware should only be handled by the handle. spoons for coffee. including entrée plates. Saying other things can be offensive. wine and water glasses. -The clearing of dishes and glasses should be done from the right of the guest. The only things that should be left are those items still being used. silverware and glassware. When it’s clear that everyone is finished. As when you serve food. Examples: · “May I take these away for you?” · “May I take your plate?” Avoid slang terms and phrases. Never make a guest feel uncomfortable. you should clear dishes for everyone at the same time. Anything that will no longer be needed should be cleared. Understand the proper etiquette that the servers follow and do the same. podium and phones. and you are! Excerpt from the Host Manual Basic Responsibilities You are expected to be able to fulfill three different hosting tasks: seating. not just our hosts! Answering the Phones involves: · taking reservations · providing detailed information about the restaurant’s operations and policies · routing phone calls to the proper source when the information is not available to you . remove them. The safest way to do that is to always ask permission to remove dishes and be reasonably sure a guest is finished eating. If wine glasses are empty and there is no more wine to be drunk. Take plates and other items from the right of the guests. We want our guests to feel as if the entire staff is there for the sake of their hospitality and comfort. bread plates.. such as: · “All finished?” · “Still workin’ on that?” Asking permission is polite. using your right hand to avoid awkwardness.
· confirming reservations · handling sales calls Seating guests means you are responsible for: · expediting the seating of our guests · clearing and resetting tables when necessary · explaining certain promotions at the time a party is seated · checking and straightening up the restrooms and lobby area As the Podium host person. These tasks may include cleaning areas or items in the restaurant. It’s an ideal script and by no means does it imply exactly what will happen at every table just because you are suggestive selling. Whether or not your guests take every suggestion you offer is irrelevant. You are displaying your knowledge of the menu and offering the best possible experience for our guests. In the following script. Suggesting and describing items along the way gives your guests an idea of what to order. The very generic script that follows can be modeled into any style of service. which is why you may find yourself filling all three in a single shift. Excerpt from the Server Manual SERVER’S SCRIPT A large part of excellent customer service is “suggestive selling. which can save you time and extra effort. It doesn’t work all the time. Just keep the basics in place! Greeting and Offering of Beverages .” Suggestive selling is suggesting beverages or food items along the course of the guests’ dining experience. you can change the language to fit your style and your restaurant’s style. Also. note the language the server uses to plant the seed and then to assume the sale. Also be aware that the management can and will ask you to fulfill tasks not necessarily associated with the position of the shift for which you were scheduled. you will also have to answer phones. as well as: · greet guests as they arrive · assign tables or assist the manager with this by following proper procedures · assist the other two aspects of hosting as needed · ensure the guests are pleased with their visit by inquiring as they depart · saying good-bye and thanking guests for their business These three positions are intertwined. assisting with paperwork or changing displays for promotional items as well as assisting in other areas of the restaurant. Your job is to guide their dining experience and make it as enjoyable as possible. this script suggests a more formal atmosphere. “Planting a seed” is the suggestion of an item and “assuming the sale” is the assumption that your suggestion will be taken.
5% Lured away by the competition .You: Good evening. are they unwinding after a busy day. YOUR DUTY AS A WAITER IS TO FACILLITATE THE GUESTS DINING EXPERIENCE. glass of wine.Whatever the case you must glean the tenor of their needs. May I bring you a cocktail. for this is where the tone is set. Another good wine is the ABC Cabernet Sauvignon – very tasty! (points them out on the wine list) She: The Zinfandel sounds great! You: Very good…Sir. You: Do you like a lighter red or something a little fuller-bodied? She: Something fuller-bodied. "you guys". you must at least find the time to acknowledge their presence.9% Dissatisfied with product . and here is where the opportunity to "read" the table is made readily apparent. is this a celebration. or "you all. she’ll have a glass of red wine and I’ll have a vodka tonic. for vodkas. As time passes. You are a non-entity.but not overly familiar. not" folks". Chopin…? He: Do you have Ketel One? Startling facts regarding the reasons businesses lose customers: Customer dies . perhaps a gin and tonic? He: Yes. You: I have a very nice Zinfandel – XYZ is one of my favorites. Learn to listen and observe. Let me say this at the outset. Are they discussing business. and let them know you will be with them as soon as possible.1% Moved away . we shouldn't be discussing it. and they are GUESTS. Remain polite and cordial.3% Influenced by friends . you will have repeat guests that become "regulars/requests" and the above . They are ladies and gentlemen. or do they just wish a pleasant dinner. My rule of thumb is: If it's not a menu item. You must attend the table as quickly as possible. my name is _____ and I’ll be your server this evening.Introduce yourself along with a proper salutation. I have Absolut.14% Turned away by an attitude of indifference on the part of an employee -68% The Greeting/Introduction This is the most crucial contact you will have is with the guest. Even when busy. prior to taking the beverage order.
Where ever it is.or move right on to appetizers or dinner. . The exception will be if a guest wants soup or salad or some variable thereof with which to start their meal.Coffee/tea/espresso/cappucino service. excluding cocktails. if they wish. During this first contact with the guest. and places it on the wine stand. Guests having like courses should be served together. a waiter attends the guest. handle loop should be between 3:005:00 o'clock with respect to the guest. you are a WAITER(you too ladies). chilled at the right temperature in an ice bucket. thus. whichever hand is the least intrusive.and makes your body most open to the guest is preferred. The specialties need to be described. soup. backhanded serving is hackish.and the plate rotated in a way the protein(as opposed to the veggie or starch) is closest to the guest.and sells via product knowledge. Soiled plates are cleared from the right.china etc. When serving food. In the case of glassware with no handle.or should be a reference point from which a guests position number is determined.and dessert.and any other available options i. there is. it should be to the guests left with the left hand. or when facing a specific direction in the dining room. the rule being. you will need to ascertain whether or not there are time constraints. 7. All items consumed must be in the right seat number. Mentally. Whether handling stemware. a server just takes orders! In most cases.or the first seat to the left. entree. In most fine dining venues. a la carte(unincluded) items like soups.flatware. sides etc. with a smile and pleasant eye contact. For red wines. one should only touch the stems. the order proceeds clockwise from that point. It may be the seat closest to the kitchen. Beverages are served from the right with the right hand. 3/4 filled with ice and water. You are not a SERVER (although for ease of reference you may be referred to as such). dinner is served in 5 courses. if they want to relax awhile with their beverages. salad. someone other than you may serve the table when the need arises.handles or rims respectively. Appetizer. after dinner drinks and formal dinners with more than one entree.parameters will ease a bit. Presenting Wine & Champagne 1 Sommelier/wine waiter brings the bottle of wine (white or rosé) or Champagne ordered to guests‟ table. as well as a brief overview of the menu in terms of what comes with the entrees.. by the center of the glass or lower.recommendations made.e.
holds it tightly with the left hand and pulls upwards with right hand firmly and slowly to make sure that the cork does not bend.sommelier/wine waiter brings the bottle to guests‟ table in an appropriate wine basket. Removes the foil capsule and puts it in his pocket. White or Rosé wine -sommelier/wine waiter places the bottle in the wine bucket. uses fingers of the right hand. After guest has inspected label. For Red wine -sommelier/wine waiter places the bottle in the basket/wine holder on the table. Inserts the screw into the centre of the cork and twists it in a Clockwise direction carefully until screw is 3/4 inserted in the cork. to remove the cork. For red wine: Sommelier/wine waiter proceeds as follows: Must approach the host from his right Holds the basket in the left hand ensuring the label is facing the host. label facing the host and presents the wine by saying: “Your bottle of (name of wine and vintage if any). Mr or Mrs (name of guest)”. OPENING OF WHITE AND ROSE WINE BOTTLE Sommelier/wine waiter stands next to the wine stand. holds the bottle firmly while keeping it in the bucket and proceeds to open the bottle. under the lip of the bottle. waits for the host‟s approval and acknowledges guest approval by saying: “Thank you Mr or Mrs (name of guest)”. with a smile as follows: Uses the knife of the corkscrew set and cuts the foil capsule neatly around the neck. Once the cork is pulled 3/4 out of the bottle. For white. holding the bottle in his left hand. rosé wine and champagne: Sommelier/wine waiter should proceed as follows: Must approach the host from the right Should take a folded wine cloth in the palm of his left hand Must place the base of the bottle on the wine cloth Holds the bottleneck with the right hand. prior to opening it. Unscrews the cork from the corkscrew Ensures that no particles fall in the wine . D) Places the lever on the lid of the bottle. Red wine is served at a temperature of 15-19 degrees Celsius. ensuring there is no “pop” sound. facing the guests. For Champagne.
uses right hand fingers. Places the lever on the lid of the bottle.g. under the lip of the bottle -removes the foil capsule & puts it in his pocket. OPENING OF RED WINE BOTTLE For red wine. e. Holding the bottle in the left hand. to remove the cork. Unscrews the cork from the corkscrew Ensures that no particles fall in the wine Sommelier/wine waiter pours the red wine for the guest/ host who has chosen the wine to taste. Pours wine for the guest/host who has chosen the wine to taste. until the screw is 3/4 inserted in the cork. holds it tightly with the left hand and pulls upwards With the right hand firmly and slowly to make sure that the cork does not bend. holds the red wine basket/red wine holder. facing the Guests and proceeds to open the bottle as follows: Removes the bottle from the bucket Approaches the host from the right Takes a folded wine cloth in the palm of his left hand Places the base of the bottle in the wine cloth Holds the bottleneck with the right hand.Removes the bottle from the buck Wipes the bottom part of the bottle to avoid drips. OPENING OF CHAMPAGNE BOTTLE Sommelier/wine waiter stands next to the wine stand. with the left hand and starts to open the bottle. Once the cork is pulled 3/4 out of the bottle. label-facing guests and presents the bottle to the host. ensuring there is no “pop” sound. Burgundy. while keeping it on the table. pull the cork 1/2 way and twist again the screw and pull up the cork completely). (Note: For long type corks. sommelier/wine waiter stands next to the host. Inserts the screw into the centre of the cork and twists it in a clockwise direction carefully. Upon host‟s approval. . Uses the knife in the corkscrew set to cut the foil capsule neatly around the neck.
and lastly the taster For red wine. Waits for the host to approve Checks guest‟s satisfaction by saying: “Mr or Mrs (name of guest). I apologize for the inconvenience. Pours a little wine (1/5 of glass) and offers the host to taste by saying: “Mr or Mrs (name of guest). label facing the guests Keeps the thumb around one side and fingers around the other The Brilliant Basics to Exceptional Service www. as per the following steps: Holds the bottle in the right hand. please”. TASTING & POURING OF WINE Sommelier/wine waiter offers the host to taste the wine after opening of the wine bottle.Holds the bottle of champagne firmly in the left hand removes the lead cap with the right fingers and puts the cap in the waistcoat pocket. before proceeding with pouring of wine .restaurant-data. please allow me to change the wine immediately”.A Fine Dining Service Guide Holds a wine cloth in the left hand Keeps bottle height 2 cm from the rim of the glass. is the wine to your satisfaction?” Starts pouring for women first. Allows the cork to go out smoothly without a “pop” sound puts the cork in the waistcoat pocket and tilts the bottleneck away from the guests‟ table. Identifies guests who will have wine. If the host does not approve the wine.com . for your approval. sommelier/wine waiter holds red wine glass (never touch the glass) by the stem with the left hand. with a smile and eye contact. then male guests. while pouring the wine with the right hand. sommelier/wine waiter offers to change the wine Immediately and extends an apology by saying: “Mr or Mrs (name of guest). Opens the champagne (muzzle) by putting the left hand‟s thumb firmly on the top of the cork and twists the bottom of the bottle.
by saying: “May I. and refills flutes whenever they are 1/2 full (unless specified otherwise by guest). Mr/s (name of guest)?” Places the bottle back in the bucket (for white & rosé wines).A Fine Dining Service Guide www. label always facing the guests. by saying: “Excuse me. Pours slowly 1/3 flute of champagne and offers it to the host to taste By saying . with a smile and eye contact as follows: Moves to the right hand side of the host. and holds the champagne flute by the stem with the left hand while pouring the champagne.com . have a pleasant (time of the day)”. women first and guest/host who has chosen the champagne last. Mr/s (name of guest)?” Sommelier/wine waiter withdraws from guests with a courtesy bow and a smile. After host‟s approval. last. by saying: “Mr/s (name of guest). serves women first. Pours slowly up to 3/4 flute of champagne Twists bottleneck 45º at the end of pouring. and the guest/host who has chosen the champagne. Places the bottle back in the wine bucket after serving. and wishes Them a pleasant day/evening before retiring.“Mr or Mrs. for your approval. Ensures that the right thumb is on the green of the bottle and supported by the four fingers.Pours from the right hand side 1/2 – 2/3 of the wine glass. The Brilliant Basics to Exceptional . (name of guest). TASTING & POURING OF CHAMPAGNE Sommelier/wine waiter offers host to taste champagne after opening of bottle. Uses a nicely folded wine cloth held in the left hand to catch any dripping. For red wine. to avoid dripping. Checks on the wine glasses during the meal and refills glasses as soon as the latter are 1/3 full. please”.restaurant-data. identifies guests who are having champagne. places the wine basket on the table. may I pour some more wine for you.
and enquires whether guests would like another glass of same or different wine by saying: “Please. and tasting of the wine as per above standard. Sommelier allows the host to taste new bottle. WINE BY THE GLASS Sommelier/wine waiter ensures that wine ordered by the glass is poured at the table after presentation of the label. with a smile and pleasant eye contact.For champagne. . Opens wine as per Opening of Wine Standard upon host‟s approval. your bottle of (name of wine and vintage if any)”. Pours wine last in host‟s glass (not in tasting glass). meat….)?” SERVING A SECOND BOTTLE OF WINE Sommelier/wine waiter proceeds with a smile and pleasant eye contact as follows: Places new glass for tasting. women first as per „Tasting & Pouring of Wine standard‟. have a pleasant (time of the day)”. Places the bottle back in the bucket Refills the bucket with ice and water as required and wipes the outside surfaces of the Bucket. Refreshes and/or refolds the wine cloth and places it back on the wine bucket. please”. is the wine to your satisfaction?” Sommelier serves the second bottle of wine. refills all glasses with a smile and pleasant eye contact. Pours gently one fifth of wine in a fresh glass with a smile and pleasant eye contact by saying: “Mr or Mrs (name of guest). Mr/s (name of guest) would you care for another glass of the same wine or would you prefer a different wine? May I recommend (name of wine and grape variety) which will be excellent with the Next course (fish. Sommelier/wine waiter withdraws from guests with a courtesy bow and a smile. sommelier/wine waiter holds champagne flute by the stem (never Touch the glass) with his left hand while pouring the champagne with the right hand. next to the host‟s existing glass Approaches the host from the right and presents the second bottle of wine as per standard. Waits for host‟s approval by saying: “Mr or Mrs … (name of guest). and wishes them a pleasant day/evening before retiring by saying: “Mr/s (name of guest). makes his intention known. by saying: “Please Mr/s (guest name). On approval from the host. Removes the empty bottle from the bucket Removes the tasting glass on a tray For red wine: places the wine basket on the table. Sommelier/wine waiter approaches the table within one minute of empty glasses. for your approval.
The charger will generally be removed just before the main course. If second bottle of wine is of a different type or vintage from the first bottle. Chargers are decorative elements that are placed underneath plates to add color or texture to the table. 4.restaurant-data. . soup and melon bowls will be placed on top. If a charger is used. change the entire glassware on the table. The arrangement for a single diner is called a place setting.com . Table Linens: Table linen has to be laid properly. The arrangement varies across various cultures. Each plate should be set in the center of the place setting and each place setting on the table should be set equidistant. Silverware: Silverware is to be placed in order of use. The rules for laying a table are not rigid. The only rule is to make sure that linen patterns and china patterns don’t clash. Table setting refers to the way to set a table with tableware – such as eating utensils and dishware – for serving and eating. Clear empty glassware from the table. The basic rules for laying the tables are given below: 1. They are followed to facilitate dining and making the table neat.A Fine Dining Service Guide Removes empty red bottle of wine from table. while the last course will utilize the silverware closest. 2. Chargers: Chargers or dinner plates should be placed on the table first. the diner will start at the end and work his way in. Place all silverware an inch from the table’s edge. 3. In other words. Napkins: Linen napkins should be folded elegantly and placed in the center of the dinner plate. The first course will use silverware farthest from the dinner plate. A white cloth is preferred but not mandatory.The Brilliant Basics to Exceptional Service www. The rest of the components used to set a formal table will be set with the dinner plate in mind.
8. Coffee spoons are set on the saucer when it’s time for dessert. the main course and the salad. champagne flute (if ordered). conservative and neat designed. 6. In most cases. From left to right: Water glass. white wine glass. 3. Pay especial attention to your hands. Coffee / tea mugs aren’t used for a formal dinner H ospitality is such a professional service where each & every staffs has to maintain hundred percent professionalism with pure grooming and hygiene. Always wash your hand after going to toilet or smoking or touching anything. Technically. Knives: Set knives on the table to the right of the dinner plate. Daily Shower has to be taken-this is must. this spoon will be set closest to the plate with the soup spoon on the end. Dessert: Dessert plates and coffee / tea cups will be set out after dinner. one should only use a knife if one is cutting meat. If a fork is to be used with dessert. A dessert spoon should have already been set above the dinner plate. clean. there are three: one each for seafood. red wine glass. . Coffee spoons should be placed on the saucer. Keep it clean. If there is a dessert spoon. Blades should face inside. spotless. Male waiter and servers should be well shaved. Shoes should be well polished. Spoons: Spoons are set to the right of the knives in order of use. comfortable. towards the table setting.5. When dining formally. however. You should be well uniformed. this will be set above the plate. 5. Glasses: Glasses are set above the plate to the right in order of use. 4. this will be placed on the dessert plate. 2. 7. up to three knives can be placed on the table. salads are generally served at the end of the meal. in order of use. If there is a melon course. Forks: Forks are to be set to the left of the dinner plate in order of use. well fitting. Here are some tips for every waiters to maintain grooming and hygiene: 1.
Use soft aftershave and perfumes. Avoid bad mannerisms like scratching your face. making sounds by your fingers. cleaning nose. showing bad sings. 8. Females should use light makeup.6. fingering through hair etc. . No excessive jewellery should be uses. 10. Ear rings may be allowed but it will depend on organisational policy. Try to have nice deep sleep to keep yourselves fit for your daily work. Do not use strong one which could distract guests. 7. 9.
This action might not be possible to undo. Are you sure you want to continue?
We've moved you to where you read on your other device.
Get the full title to continue listening from where you left off, or restart the preview.