As the General Manager, I am thrilled to welcome you all to what promises to be an exciting and rewarding journey ahead. If you are seeking a job with purpose, belonging, and making a difference then Fresh Meadow Country Club is for you.
Our collective dedication, professionalism, and passion for hospitality in all departments are the cornerstones of our success as a team.
As we prepare to welcome members old and new every day through our doors, we must remain steadfast in our commitment to delivering exceptional service experiences. Our four steps of service are our foundation and the core of our providing the member experience.
Each interaction you shall have, no matter how brief, presents us with an opportunity to make a lasting impression and turn moments into memories for our valued members. I encourage each of you to approach your job with a sense of energy and purpose.
Strive for excellence in everything you do, from the warmth of our greetings to meticulous attention to detail in our delivery service. Our members choose us not only for the quality of our amenities but also for the genuine care and hospitality that sets us apart and makes them feel like they are at home.
Know that your hard work and dedication will be deeply appreciated. Our success as a team hinge on the contributions of every team member. Welcome to the team and Fresh Meadow Country Club.
Warm regards,
Edward G Leonard. CMC General Manager / COO
OUR HISTORY
Fresh Meadow Country Club, located in Lake Success, New York, has a rich history dating back to its founding in 1923. Initially established as a private golf and country club, Fresh Meadow was designed to offer an exclusive space for relaxation, socializing, and sporting activities.
The club was developed by a group of prominent local individuals who sought a prestigious golf venue in the area. Its 18-hole golf course was designed by the renowned architectA.W. Tillinghast, whose designs are known for their challenging layouts and scenic beauty. The course at Fresh Meadow quickly gained a reputation as one of the finest in the region.
Throughout the years, the club has maintained a tradition of excellence, hosting various notable tournaments, including the U.S. Women's Open Championship in 1949 and the PGAChampionship in 1952. These events helped solidify Fresh Meadow's standing as a prestigious destination for golf enthusiasts.
In addition to golf, the club has expanded its amenities over the years, offering tennis, swimming, and fine dining, all set in a picturesque and serene environment.
Today, Fresh Meadow Country Club remains a cherished landmark in Long Island's country club community, offering its members a legacy of quality, tradition, and exceptional service.
While it continues to embrace its rich history, the club also strives to adapt and innovate, ensuring that future generations can enjoy the same timeless experiences as those who have come before.
WHO WEARE
Welcome to Fresh Meadow Country Club
A Tradition of Excellence. A Future of Purpose.
At Fresh Meadow Country Club, our legacy is built on more than history and tradition it’s built on people. As a premier private club, we are dedicated to delivering excellence through every experience, every day. Our members deserve the best, and it’s our purpose and privilege to provide it.
Our Purpose
To enhance life's journey together. We take pride in creating a place where members feel they truly belong and where every team member contributes to something greater than themselves.
How We Succeed
Through unity, pride, and performance.
Fresh Meadow thrives when we work as one team, delivering consistently exceptional service while fostering a culture where members feel valued, and team members feel empowered.
Our Core Values
• Clear Intent
We don’t just assign tasks we share goals. Every role has purpose and direction, contributing to our shared success.
• Continuous Improvement Excellence is a moving target. We strive to be better every day, more innovative, more thoughtful, and more unforgettable.
• Consistent Execution
We deliver with pride, precision, and professionalism. When we empower our team, our members feel it in every detail.
FOUR STEPS OF MEMBER SERVICE
1. Awarm and sincere greeting. Use the Members' and their guests' names. This will be our signature warm welcome, which is comprised of smiling, eye contact, a friendly tone of voice, and the initial usage of one’s name. This initial welcome is essential for setting the tone as genuine and authentic.
2. Anticipation and fulfillment of each member's needs. Anticipation is about being helpful, accommodating, and proactive in determining a member's needs before they even express them. At Fresh Meadow Country Club, this is how we will craft unique, memorable, and member experiences that will ensure they are at home, and we care.
3. Fond farewell. Give a warm goodbye and use the members name. In extending farewell to our members, we model the essentials of smiling, eye contact once again, and of course, the use of the members' names. Thank them for coming as well so they know we appreciate them as members. Polite and pleasant are not enough –at Fresh Meadow, make sure that each guest leaves feeling that he or she is the most important guest we have.
4. Our Service Culture.At Fresh Meadow Country Club we will demonstrate our beliefs in service and hospitality by the way we treat each other and by the example we set for one another. We will ensure we display this always in our interactions with our valued members, their guests, our business associates, and colleagues, we seek to deal with everyone courteously and professionally, and to treat others as we wish to be treated
MEET THE TEAM
Food & Beverage
Cesar Carrillo
Assistant General Manager
Phillip Castro
Executive Chef
Oshaine Shepherd
Executive Sous Chef
Alejandra Cuneo
Executive Pastry Chef
Sowon Song
Executive Sous Pastry Chef
Rachel Jozef
Catering & Event Manager
ChelklaAndrada
Dining Room Supervisor
Rosie Zanela
Restaurant Coordinator
Cris Reyno
Bar Manager
Ibrahim Yildirim
Banquet Manager
Admin
Leslie Young-Zeoli Comptroller
Donna Bates
Accounts Receivable
RuthAllen
Accounts Payable
Chantel Watson-Leonard
Communications &Admin Manager
Sharon Octavio
Receptionist
Golf & Tennis
Danny Balin
Head Golf Pro
Temur Nanikashvili
Head Tennis Pro
Golf Course Operations
Joe Gardner
Golf Course Superintendent
Maintenance & Valet
Carlos Rios
Maintenance Manager
Jose Octavio Nunez
Valet Manager
Executive Board
Steve Marvin President
Steve Mitchell Vice President/Sports
Steve Kleinberg Treasurer
Rod Nathan Secretary/Finance
Howard Hershenhorn Past President/Admissions
Board of Governors
Stacy Bennett
Mark Claster
Mitchell Drucker
Neil Garfinkel
Ivan Goodstein
Michael Heller
David Hirsch
Jennifer Hoine
Jill Lamoretti
Nancy Lane
Phil Malakoff
Chris Mongeluzo
Andrew Stein
Helen Solomon
Andrew Weinstock
Jane Zimmerman
Michael Zimmerman
GROOMINGANDAPPEARANCE
Ladies
Acceptable hair accessories are a headband or hair band (not wider than 1"), a small bow, clip, and barrette or ponytail holder.
Long hair must not fall across or into the face. If braids are longer than shoulder length, they must be pulled back into one unit.
Hair color must be acceptable, no vibrant hair color. Make-up should be tasteful & not excessively applied.
Earrings: Dangling or extreme styles are not acceptable. Only one pair of STUD earrings are allowed.
Gentlemen
Hair must be neat and trimmed at or above the standard collar line.
Beards and goatees must be neatly maintained and not exceed 1" from chin lines.
Beards and goatees cannot be “grown out” on the job.
Face must always be clean-shaven (except as above).
No Mohawks. Hair color must be acceptable, vibrant color is not allowed.
Uniforms
Required Uniform Components:
✓ As assigned as per your position / department you work and the type of service ie: pool , lunch, formal dinner.
✓ Shoes: Non-slip, closed-toe footwear, color as directed, no meals or gym shoes.
✓ Aprons or Vests: will be required for some positions.
✓ Name Tags: To be worn at all times for identification.
✓ Chefs & Cooks; White chef coat, black pants and assigned apron, black shoes only.
✓ Appearance and Hygiene:
✓ Cleanliness:All uniform components must be clean and free from stains or rips.
✓ Professionalism: Uniforms should be neat and well-maintained.
✓ Hair: Hair must be restrained to prevent contamination, particularly in food service areas.
✓ Jewelry: Limited jewelry, with no dangling or large hoop earrings.
✓ Makeup: May be allowed in moderation, but guidelines should be established.
✓ Safety Considerations:
✓ Non-Slip Footwear: Essential for preventing slips and falls in food service areas.
✓ Other Important Considerations:
✓ Uniform Maintenance:
✓ FMCC provides uniforms or depending on position can reimburse
✓ Employee Responsibility:
✓ Employees are responsible for maintaining their uniforms in good condition.
TATTOOS
✓ No visible tattoos are permitted.
✓ Those who have tattoos on exposed body parts (arms, legs, hands, neck, etc.) must have them covered, with no exceptions.
JEWELRY
Rings
Amaximum of two simple rings on each hand is allowed. Wedding/engagement rings are considered one ring.
Necklaces
Extreme styles are not acceptable. No necklaces may show outside the uniform.
Pins
No attachments other than your name tag and service pin on any uniform.
Pins / Brooches
No attachments other than your name tag and service pin on any uniform
FINGERNAILS
✓ Long NailsAre Often Prohibited
✓ Keep fingernails neatly trimmed and moderate in length.
✓ Ladies may wear polish in conservative shades only.
✓ Polish must be maintained, with no chips.
✓ Those who work in the kitchen or with food no nail polish allowed
Traditions and Terms to Know
Breaking The Glass
There are various beliefs behind this tradition, where the groom breaks a glass by stomping on it at the end of the wedding ceremony.
B’nai Mitzvah
Same as Mitzvah, except for TWINS.
Bar Mitzvah
According to Jewish law, when Jewish boys become 13 years old, they become accountable for their actions and become a bar mitzvah.
Bat Mitzvah
According to Jewish law, when Jewish girls become 13 years old, they become accountable for their actions and become a bat mitzvah.
Hora
Circle dance in Israel. Guest/s or honor are seated in chairs and raised above the guests in celebration.
Huppa
Portable canopy in which the bridal couple stands under to recite wedding vows.
Ketubah
Special Jewish prenuptial agreement. Describes the rights and responsibilities of the groom about the wife. Separate from a marriage license.
Kiddush Cup
Cup in which wine is poured. Kiddush means the blessing recited over wine or grape juice to sanctify a specific event (Wedding, Jewish holiday, etc.)
Mazel Tov Congratulations, or Good Luck.
Mezinka
The Mezinka is a Jewish wedding tradition honoring parents who have married off their last child. Seated in the center, they are crowned with flowers while guests form a circle, dance around them, and offer “Mazel Tov” with a kiss.
Rosh Hashanah
The Jewish New Year.
Shabbat
Shabbat, meaning “he rested,” commemorates God’s rest after creation. Exodus 34:21 commands six days of work and rest on the seventh. It is a day of peace and holiness.
Yom Kippur
Yom Kippur, the holiest Jewish day, centers on atonement and repentance. Observed with a 25-hour fast and intensive prayer, most of the day is spent in synagogue.
CORE STANDARDS
Responsible; Everyone in Bar, FOH, Faculties, Culinary, House Keeping
Front of house, heart of house, member areas and restrooms, offices, valet, and outdoor areas are always “surgically clean”.
Grooming standards are inspected during each pre-meal lineup, when the team reports to work by managers All staff look the part and dress according to the Core Brand Standards.
All China, glass, and silver are polished, spotless, and free of chips or defects. The linen is clean and pressed free of holes, stains, and frays.
Telephones are answered within 3 rings and the members name is used as much as possible. Identify members by their names and use names throughout all service interactions. Menus are presented at seating by the host/hostess.
Do not ever have the hostess desk not occupied.
Amember should always see a team member when they enter.
All Team members are experts on the menu and food preparation methods. All Employees will be menu tested and certified quarterly.
All hallways, dining areas, clubhouse, locker areas, and outside areas will be walked and inspected for cleanliness a minimum of twice per day by leadership.
Every department head has eyes open for all areas of the club. If not, you make others aware.
All venues, events, and banquet functions require the Chef’s physical and visual presence on the floor attending to quality, cleanliness, and fresh food always, and keeping the standard.
Members and their guests are greeted by the server within 30 seconds of seating. If the server is unable to greet guests, a supporting staff member acknowledges the table in his/her absence.
All bars to feature a Bar Experience And offer upgraded complimentary snacks at the bar.
Special cocktail as well.
Beverages are refreshed when the members’ glass is 2/3 empty. Water, coffee, and tea will be refreshed automatically. Tables are to be cleaned of dirty plates and items no longer needed and de-crumbed during service.
Kitchen orders are to be completed within the following timeline:
1. Breakfast service - under 10 minutes
2. Lunch service – under 12 minutes
3. Dinner service 1st course - within 15 minutes
4. Main plate service - under 20 minutes
5. Pastry service under - 10 minutes
THE PRINCIPLES WE LIVE BY EVERY DAY
✓ We work together as a cohesive team and present a world-class experience.
✓ We speak politely, positively, and professionally about the club, each other, and our experience at FMCC
✓ We are ambassadors for the club.
✓ We enliven the steps of service by extending a warm smile and genuine greeting to members when they are within proximity.
✓ We anticipate and fulfill the members and guests' needs.
WEARE FRESH MEADOW COUNTRY CLUB
✓ We make it a point to warmly welcome and thank every member and guest daily.
✓ We prioritize members through empowered execution.
✓ We improve daily, making our hospitality better, unique, and new.
✓ We offer additional assistance at the end of each interaction.
✓ We personalize the service by gaining and remembering the preferences of members and guests and we use their names.
✓ We offer alternative assistance, and ideas and/or seek out a supervisor for guidance instead of saying “no”.
✓ We respect the privacy of our membership, guests, and club.
✓ We take pride in our professional appearance and demeanor.
✓ We provide members and guests with the right way.
✓ We take ownership of tasks and follow up with members and guests to ensure satisfaction.
✓ We pay attention to every detail and exceed expectations, daily.
✓ We communicate with our team regularly and share critical information promptly.
✓ We focus on listening to members and guests, keeping conversations centered on their experience.
✓ We find ways to go above and beyond, such as writing hand-written letters to members.
✓ We offer warm wishes and a friendly goodbye.
BEHAVIOR TO REMEMBER
Service Basics
✓ Do not lean on anything. This includes the service station, the wall, the host stand, or the members' chair. It is an unprofessional posture.As the saying goes, if you have time to learn, you have time to clean.
✓ There are 3 acceptable postures on the floor:
✓ Hands straight down by your side
✓ Clasped behind your back
✓ Clasped in front of you
✓ Always face the dining room; never have your back to any members if possible.
✓ Do not eat, chew, or have gum in your mouth during service and in the view of any member.
✓ Cleanliness comes first – pick up trash, straighten chairs, and wipe all areas down anywhere you see the need.
✓ The only acceptable way to carry a service tray is in the flat palm of your hand. It should not be held or swung down by your side, under your arm, or any other way at any other time.
✓ If you are off the ground for more than two minutes, you must tell a manager and if possible, your team members.
✓ Never point at anything, with a pen or your finger.Always use an open-handed gesture with your fingers touching and palms facing the member.
✓ Do not eat during service; beverages should be covered and stored in the designated area. Exceptions are tastings and product quality assurance checks.
✓ Leave your cell phone in your bag or locker. There is no need for it during your shift. IT is not to be in your back pocket as well.
✓ Be in your station at the start of service.
✓ Be hygienic, avoid touching your hair and face during service and especially in view of members. If you cough, sneeze, wipe your nose, etc., make sure you go to the kitchen and wash your hands.
✓ If you smoke cigarettes, always wash your hands before coming back onto the floor. Take all measures to remove the smell from your hands, breath, and clothes.
✓ Maximize your time. Full hands in, full hands out. Make it a best practice that you never leave the restaurant floor without bussing something from a table.And then the same applies when leaving the kitchen – take something out, help a fellow team member.
✓ Take great care of all tools and equipment. Keep breakage to a minimum. Remember every dollar we spend on replacing items is a dollar we cannot spend improving the employee or member experience.
Member Interactions
✓ FOLLOW THE 4 STEPS OF SERVICE
✓ Always give the members the right way.
✓ Always make eye contact when interacting with members. This conveys confidence, acknowledgment, attention, respect, care and recognition.
✓ Be gracious to members – without them, there would be no club And no member has ever complained about being thanked too much
✓ It is always best to speak to, serve or clear the female members first, so if you can, then you should. However, don’t get caught up in the formality of it. It is more important that service flows naturally and all members feel comfortable.
✓ Do everything in your power to never tell a member “No”. But do not forget that if saying “yes” to one member means saying “no” to, displacing, or disappointing another member then you have not accomplished anything.
✓ Always be mindful of members who are in earshot of you, if they can hear your conversation, you are too loud.
✓ Use your best judgment.
Attitude
✓ NEVER say “it’s not my job”. It is everyone’s job in the club regardless of title to assist in providing anything needed for the member experience.
✓ Live and embody teamwork, any behavior you expect from a team member starts with you leading by example with your own behavior. If you help your team members, they will help you, and you are then both helping the members with experience.
✓ Express gratitude to each other – if someone helps you, thank them. It makes it more likely they’ll help you again, making the whole team more efficient.
✓ Be polite to each other, even when you are busy. If you create good habits when it is easy, it will be easy to maintain them when it is difficult. Remember that your character shows most when things are difficult
✓ WelcomeALL feedback, whether it is positive, negative, or neutral. We are always learning, and our challenges are our greatest opportunity areas.
✓ You are not doing the members a favor by serving them, you are doing your job. Remember that and make sure your attitude reflects that.
✓ Always strive for excellence. Make it your daily goal to exceed expectations. No one joins or comes to the club for an “ok”, “average” or “fine” experience.
✓ Remember to have your “game face”. No matter what your emotions, challenges, or personal issues may be before you arrive at work, once you are here it is showtime.
✓ Do not be lazy and do not cut corners. Lazy team members mean more work for you or someone else later.
✓ Most importantly, don’t forget… Have fun.
Kitchen Etiquette
The kitchen can be a loud, hot, and noisy environment. The culinary team is working with very hot, dangerous equipment to produce food for our members. Here are some of the best practices to assist with communication and efficiency in receiving accurate orders.
✓ All food orders must be placed through Jonas. It is never acceptable to place any order verbally with the Chef or the line cooks.
✓ Always speak directly to the Chef or expeditor and wait until you have their full attention before you start to speak.
✓ It is never acceptable to speak directly to the line cooks unless you have been instructed to do so by the Chef or expeditor.
✓ Do not touch any of the tickets on either the printers or in the expeditor’s station. They should be handled and distributed as needed to the runners or line cooks by only the Chef or expeditor.
✓ Always keep the front-of-house space in the kitchen area neat.Aclean and organized workspace is an efficient workspace.
✓ Do not keep your personal effects, food, or drinks in the kitchen area unless there is a designated space.
✓ Keep talking to a minimum; any talking that does occur should be at a reasonable volume.
✓ Food should only be eaten during tastings or to ensure quality, and when approved by the Chef or Manager.
✓ Do not go behind the line for any reason unless specifically instructed to do so by the Chef.
✓ If you are running food and the components on the dish do not look correct, check with the Chef before serving the food to members. It is always better to catch the mistake before the food is presented to the member. The runners and servers are the last line of defense before food hits the floor, so speak up.
✓ For any special requests, substitutions, complicated situations, special diets, time constraints, VIPs, etc., it is always best to communicate the information through JONAS and have a face-to-face conversation with the Chef. If you are ever in doubt, follow up and double-check
Service Bar Etiquette
✓ The kitchen and service bar are the main areas of preparation and production in our operations. By following these rules for behavior, we can be more respectful of each other, and work cleaner and faster, which will improve the member experiences.
✓ All beverage orders must be placed through JONAS. It is never acceptable to place any order verbally with the bartender.As such, modify all beverage orders correctly through JONAS, not verbally with the bartender.
✓ Always keep the bar clean, organized, and tidy regardless of whether it is in the members’view or not.
✓ All drink orders will be made in the order received. If the member is in a rush and the beverage needs to be expedited, then the drink should be modified. Remember to use your best judgment and communicate with your manager.
✓ Drinks will be placed on the pass, with the ticket, in the same order in which they were entered into JONAS.
✓ Once drinks are picked up by servers, the ticket should be “spiked”, thus preventing any reproduction of the same drinks or confusion.
✓ It is both the server and bartender’s responsibility to garnish drinks.
✓ Do not eat the garnish. They are for the members’drinks, not for our snacks.
✓ Keep talking to a minimum; any talk that does occur should be at a reasonable volume and relevant to work. Be mindful of members in earshot of you.
✓ Do not keep personal items such as food or drinks at the bar and do not consume food or drink from the members’point of view.
✓ Never go behind the bar to make your drinks unless the bartender or manager has permitted you.
✓ Do not crowd the service bar area. If your drinks are not ready yet, see if members or team members need assistance.
✓ Practice teamwork, help your other team members run drinks.
Term
86
All In
All Day
F&B TERMINOLOGY
Definition
An item that we have run out of.
All reservations/walk-ins have been seated
An announcement from the Chef or expeditor to the line cooks to let them know how many of a particular item is on order.
Auction (food/drinks) Announcing the items to the members as they are being delivered to the table, to determine which member gets which item. This usually happens when the team does not use seat #s
Behind
BOH
Used to make another person aware of your presence behind them if they cannot see you passing them
Back of House. This refers to all kitchens, nonservice areas, and staff
Example Notes
86 the crab cake
We are all in for the night
Only to be used with colleagues, NEVER with Members
Ten fish special all day. Used most often when preparing food for multiple tables that have ordered the same items
Food runners should never auction food at a table
Behind
The stewarding team is BOH employees
Busser Server assistant or back server/back waiter Busser helps to clear and reset tables
Camping (out) When members stay an unusually long time at a table Table 41 is camping out
Captain
The highest-ranking member of the FOH line staff
Coaster Cardboard, cloth, or metal under liner for drinks or bottles, used to collect condensation and prevent moisture on the tables
Comp Short for “complimentary”. Free of charge to the member
Corked
Count
Specific faults are found in some wines, usually characterized by an unpleasant smell.
Quantity of an item that remains before it becomes 86'd
Cover Any guest/member who receives service in any F&B outlet.
Dish Tank/Pit/Wash/Stewarding
The dishwasher station, where all dirty dishes are placed, and recently washed, clean dishes ready for service are stored
Captain oversees directing the Servers and the Bussers
Always use a coaster underneath drink served in a rock glass
Send the VIP on table 41 comp desserts
The member sent back the wine because it was corked
Can you give me a count on the fish?
We did 100 covers tonight OR reset table 41 for 4 covers
All dirty dishes should be brought directly to the dish tank
This is poor service and should be avoided at all costs by always using seat #s
Sometimes also referred to as the Heart of the House (HOH)
The terms server assistant/busser/back waiter are used interchangeably
Non-Management and most often found in Banquets
Different outlets will have different policies regarding when to use a coaster
Can pertain to an item, or an entire check. Can be used as a verb, i.e. “We are comping table 41’s entire check”.
Interestingly, you cannot tell if wine is corked by examining the cork
It is important to have accurate cover counts so you can get accurate calculations for all related financials
Team members should scrape plates, empty trash, and stack similar-sized and shaped dishes as a best practice, and for a cohesive FOH and BOH relationship
Term
Definition
Don’t Make A commonly used modifier to indicate that the item being modified should not be made
Double (Shift)
Double Seat / Sat
Drop (Check)
Drop (Food /Drinks)
Dying
Expeditor
Working2 consecutiveshifts(usuallybreakfast& lunch or dinner)
Having more than 1 table seated in a section within a very close time proximity of each other
Presenting the check to a table
Presenting the food or drinks to a table
Food that is ready to be run but has been sitting on the pass too long and is starting to get cold or lose its presentation
Theteammemberand/orChefthat helpsorganize and distribute the food as it's produced in the kitchen, and ready to be brought to the member
Fire Used to tell the kitchen (when) to start preparing the next course
Flip
FOH
Preparing a table or room for the next member or event
Front of House. Refers to all service, non-kitchen staff
Follow When a server or runner needs help running food to a table
Full House
In the Weeds or Weeded
Jonas
All the tables are occupied, and the restaurant is at full capacity
Extremely busy and/or unable to keep up with the necessary tasks in a station
This is the Point of Sale that Congressional Country Club uses. The name is used frequently to refer to the actual computer terminals where transactions take place
Line Level All non-management staff
Line-Up
Management / Leadership
Mark / Mis
The pre-shift meeting where member, service, and product knowledge is shared and distributed
All non-line-level employees
Example Notes
I rang in the Cabernet “Don’t make” since I already poured it
I'm working a double on Saturday
I got double sat earlier which is why I was so busy
I dropped the check on Table 41
I just dropped appetizers on table 41
Table41’sfood isdying in the window
The Expeditor works closely with the Food Runners to make sure the food gets out of the kitchen efficiently
Fire entrees on table 12
We only have 30 minutes to flip the Congressional Room before the members start arriving
All the FOH employees need to be at pre-shift by 5 pm
All the FOH employees need to be at pre-shift by 5 pm
We have a full house tonight
I was in the weeds in section 3 tonight
Hosts should have a seating strategy to prevent this and ensure quality service
A.K.Aexpo. May also refer to the position on the line, i.e. Chef is working expo tonight
A.K.Aturn
A.K.Aslammed. Only to be used with colleagues, NEVER with members
The terms “Jonas” and “POS” are often used interchangeably
All line-level employees are paid hourly
The line-up is at 5 pm A.K.Apre-shift, pre-meal, or daily briefing
The leadership team oversees the scheduling
Place the necessary wares on the table for service I marked Table 41 for main courses
“Mis” is a French term that roughly translates to “put”
Term Definition Example Notes
Mis en Place
Melting
Modify / Modifier
Neat
No Call/No Show
No Show
Occupancy
On the Fly
Order Fire
Order Pad
Pass
Thenecessary suppliesforservice.Thiscanapply to both FOH supplies (plates, napkins, silverware) or BOH supplies (prepped food, sauces, dressings)
When a drink is ordered from the bar, and it has not been picked up promptly and is thus losing its integrity
word or phrase used to indicate a special or standard change that is needed for a food or beverage item
The cook took care of his “mis en place” before starting his shift
POS
Pre-Shift
Re-Fire
AFrench term that roughly translates to “put in place”
Your drink is melting. For example, a draft beer sitting too long will lose its head
The member asked for potatoes instead of broccoli, so I modified the ticket
Aspirit served at roomtemperaturewith no mixer Table 42 ordered a Macallan 12 neat
Any team member who has not shown up for a scheduled shift and has not called before the shift to let anyone know they will be absent
Aparty that doesnotshowup for their reservation
The percentage of guest rooms that are occupied at any given time based on the total number of rooms available
Prepared and/or served as quickly as possible
Jane was a no-call/noshow yesterday
The Cohen party was a no-show
The rooms are all at 100% occupancy because we have a wedding in-house tonight
I need a Fillet Mignon for table 21 on the fly
Avariation on “modification”. Do not use a modifier more than once for emphasis – it wastes paper and annoys the Chef
Used only for liquor
Can also be used as a verb i.e. Jane no call/no showed yesterday
Often used by restaurant reservation systems to track patterns of behavior
An item that is prepared right away and automatically once the order is sent to the kitchen
The pad of paper on which orders are written down while taking them from the member
The station in the kitchen where all food is collected for serving to the member OR the service station at the bar where all drinks are prepared and collected for serving to the member
Point of Sale. This is the computersystem used to enter and produce food and beverage orders, take payments, and track revenue. Used frequently to refer to the actual terminal at which transactions take place
The pre-shift meeting where member, service, and product knowledge is shared and distributed
The re-preparation of an item, usually because it was prepared incorrectly to begin with
The soup on table 42 was ordered fire since it was all the Members ordered
I wrote down the drinks on my order pad
Table 42’s food is up in the pass
I spent 5 minutes on the POS entering all the special requests for table 42
Pre-shift is at 5 pm
I had to re-fire the filet on table 42 because it was overcooked
Usually used when a member is in a rush or if a team member has made a mistake. Only to be used with colleagues, NEVER with members
Appetizers or single-course meals are usually ordered fire. Main courses in multiple-course meals are not
A.K.Adupe pad
A.K.A“the window” in the kitchen, it is usually where the expeditor works from
The terms “Jonas” and “POS” are often used interchangeably
A.K.Aline up, pre-meal, or daily briefing
Term Definition
Rocks Ice
Roll-Up
Acloth napkin pre-rolled with silverware inside
Run (Food /Drinks) Presenting the food or drinks to a table
Seat #
The sequential order is used to identify the seats at a table, and thus which members have ordered which items
Example Notes
Table 42 ordered vodka on the rocks
Sometimes abbreviated to Rx. Also refers to the type of glass in which a drink on the rocks is served. i.e. a rocks glass
We use roll-ups for the place settings Usually used more for casual dining or weather-dependent areas such as patios, bars, and lounges
I need to run these drinks to table 42
Seat #1 is the chair that has its back to the door
Does not mean “run”, you should always walk in the dining room.
Seat #s typically starts at 1, which is designated by an easily identified direction and/or object in the room, and then in an ascending order around the table in a clockwise direction
Section (Number) Agroup of tables assigned to one Server You are in section 2 tonight Also referred to as “station”
Server Waiter/Waitress or Front Server
ServerAssistant Busser or Back Server/Back Waiter
Serviette
A cloth napkin used solely for service-related wiping and cleaning
Share When more than 1 member is eating one portion of the same item served on one plate
Short
Side work
Slammed
Missing a key ingredient or component
A list of tasks to be performed by any team member before, during, or after a shift
Extremely busy and/or unable to keep up with tasks in a station
Spiel Your sales pitch, usually used to explain the food, beverage, or dessert menus
Split When more than one member is eating one portion of the same items, but having that portion separated onto more than one plate. Also, a term used when a check is split in the POS, meaning being paid for by more than one member
Straight-Up
Served chilled and in a martini glass OR served neat and at room temperature. Always confirm which one with the member
The Servers are the main point person for members
The Server Assistants help clear the tables
Always have a serviette available when opening a bottle of wine
Seats 4 and 6 on table 42 are going to share the Fillet Mignon
The dish was short sauce
Myopeningsidework was polishing a rack of glassware and folding napkins
I was slammed in my section tonight
I gave my dessert spiel to table 42
Seats 4 and 6 on table 21 are going to split the Fillet Mignon
Table 42 ordered a Vodka straight up OR Table 42 ordered a Scotch straight up
The Floor
Serviettes are not for general cleaning purposes, only those related to service, such as wiping a bottle of wine, cleaning the surface of a table
All items on all menus can be shared
A.K.A“in the weeds” or “weeded”
Not all items on all menus can be split
The meaning usually depends on the spirit – for clear spirits it means chilled and in a martini glass, for dark spirits, it means neat and at room temperature
All service-related areas of the restaurant, bar, or lounge where service occurs
I had to step off the floor to go to the bathroom
The Line
Term
Definition Example
The area of the kitchen where cooks work and produce food during service
Ticket Acomputer-generated OR hand-written piece of paper used to indicate items that have been ordered and need to be produced by the kitchen or bar
#-Top
The number of members at a table OR the number of seats at a table
The Chef had to jump behind thelineandhelpthe grill cooks
I am missing the ticket for table42,whichiswhytheir food did not get served
I just sat a 6-top at table 42
Turn The resetting and re-seating of a table I turned 42 three times tonight
Turn Time
The amount of time in which a table, on average, completes an entire dining experience
Up Served chilled and in a martini glass
Void
Walk in
Can refer to the hot or cold line
Removal of an item that was NOT produced from a check
Amember who did not make a reservation before arriving at the restaurant
Turn times for 2-tops are approximately 1.5 hours
Table 42 ordered a Manhattan up
Can you void the soup on table 42?
We had 35 walk-ins tonight
Items not prepared should be voided; items prepared but for which a member will not be charged should be comped
A.K.A“dupe”
SPEAKING TO MEMBERS
Use natural language that reflects your personality while maintaining professionalism. Choose appropriate phrasing when communicating with members in your restaurants.
Inquiry
Do
I don’t know No
Affirmative Responses
Addressing Members
Greeting
Order Taking
PRODUCT KNOWLEDGE – FOOD
Five Things You Need to Know – Technical Descriptors
Confidence drives great service, starting with product knowledge. To appear confident and enthusiastic, you must provide both technical and emotional descriptions for each menu item.
First, know the technical components of each menu item. Every team member should know these five things about each dish:
Beverage Pairing What beverage is going to enhance the food experience, what food is going to enhance the beverage experience, and why/how
Salesperson vs. Order Taker – Emotional Descriptors
Understanding a menu item's technical components is crucial, but to stand out as a salesperson, you must also describe the emotional experience of consuming it. Use accurate, objective, and specific descriptors to help members envision the experience. The categories below offer guidelines for adding value to your descriptions:
Point of Reference Classic, like/unlike, similar/ different than, traditional, unique
Avoid Generic Descriptions.
When a member asks about a menu item, this is your chance to make the sale!
Refer to the technical and emotional descriptors as noted in prior page. Being objective and descriptive builds your knowledge and earns members' trust.
Avoid vague, generic descriptions that don’t add value, like the ones below: Amazing / Fantastic / Super /Awesome / Good / Tasty / Great / Wonderful / You will Love it
More importantly, try to avoid this response:
“It’s great! You’ll love it!”
No matter how enthusiastically you say it, it still doesn’t offer the member any further information about the item, so, you haven’t done your job of describing the dish.
It’s an opinion – what you find to be delicious may or may not be the same as what the member finds delicious.
MAKING RECOMMENDATIONS
As mentioned, confidence is key to great service, starting with product knowledge.
Product knowledge helps you familiarize yourself with ingredients, and descriptors, and build a comfortable vocabulary to discuss them.
Ultimately, we want you to confidently answer the most important question a member can ask… “What do YOU recommend?”
Answering this question requires both product knowledge, salesmanship, and honesty, as the member is seeking your opinion. Your priority is understanding the members’preferences, so start by doing your research ask questions
Start with some inquiries such as these:
Question Why
How hungry are you?
What are you in the mood for?
Do you prefer meat or fish? Or something else?
Do you have any strong preferences? Likes or dislikes. Allergies?
What are the options you’re considering?
Do you have any time restrictions?
So, you know how much food to recommend, and whether to recommend lighter or heavier options
So, you know what has or will pique the Members' interest, and what broad categories to start with
So, you know what broad categories to start with, and what to avoid
So, you can help them navigate the menu, and what items and categories to avoid
So, you can start by describing/selling those items first
So, you know how much food to recommend and steer them towards or away from items that can or cannot be sped up How adventurous are you feeling?
So, you know whether to stick with the classics and basics, or highlight more eclectic options, or specials
Describe the dish using accurate, objective, and specific details, including ingredients, cooking method, presentation, taste, texture, and spice level. Share your opinion positively, but if you don’t prefer or eat the item, focus on factual descriptors. Even if you don’t eat meat, a tenderloin is lean, mild, and tender, and bleu cheese remains pungent, salty, and crumbly.
But once you’ve described the item, your next priority is being honest… Just not too honest So, if you don’t like an item, try one of these responses:
Start with BUT…
Whileit'snot my personal preference BUT
End with
If you enjoy the flavors and ingredients I’ve described, then you will enjoy this item BUT I don’t eat meat/fish/raw fish/bleu cheese… If you do, then you will likely enjoy this item
BUT It’s one of our most popular items; all the members love it BUT I’d be happy to recommend some of my favorites if you’re interested BUT Afew of my favorites are…
The member will appreciate your honest opinion, you will still address the members preference, and you still have the chance to show off your extensive product knowledge – so everyone wins
Members can be allergic to anything, so accurate communication is crucial. Follow this 4step procedure to ensure their safety and protect the club from liability.
Step 1: Clarity
Every allergy is unique, so it is very important to get the specifics of the allergy from each member. If they have a nut allergy, is it just tree nuts, peanuts, or all nuts? If they have a seafood allergy, are they allergic to all fish or just shellfish, or just crabs?Ask specific and pointed questions so you can assist the members with navigating the menu and steer them away or towards the appropriate items. Even if it becomes clear that the member has a “preference” rather than an actual allergy, still treat it like an allergy – it’s always best to err on the side of caution.
Step 2: Severity
Once you know the specifics of the allergy, you need to know how severe it is. Does the item to which the member is allergic need to be removed from the food/beverage for all guests at the table? Do all the ingredients in an item require special handling? Do we need to be aware of the trace amounts of the item? Once we understand the severity of the allergy, we can better determine the protocols we need to follow to ensure the members’safety.
Step 3: Communicate…TO EVERYONE.
Always over-communicate allergies. Inform the Chef directly, then relay details to all relevant team members to ensure safety.
Reassure the member/s that we take allergies seriously and appreciate their communication. Let them know every team member will follow protocols to ensure their safety. They’ll appreciate the attention to detail and precautions taken.
Remember
If a member or their guest has an allergy, the team member must:
1. When entering the order in Jonas, specify that there is an allergy and what the allergy is
2. Send the order
3. Let the culinary team know there is an allergy
4. Culinary team to place allergy pick on the dish
PRODUCT KNOWLEDGE
Meats
There are many types of meat and proteins used throughout the world, with countless preparations and cooking methods. The following are the main types of meat eaten commonly in all countries.
Temp Name Abbrev. Internal Temperature Color/Description
Temp Name Abbrev. Internal Temperature Color/Description
Very Rare (Blue) Blue 110°-120° F
Rare R 120°-130° F
Medium Rare MR
130°-140° F
Medium M 140°-150° F
Medium Well MW
150°-160° F
Well Done W 160°-170° F
Completely red throughout, cold center
Red through 75% of center, warm center, pink towards the outside
Red through 50% of center, pink towards the outside
Pink through 50% of center, brown towards the outside
Pink throughout, brown towards the outside
Brown throughout
Important: Chicken must have an internal temperature of 165° F. We do not serve chicken to any temperature other than Well Done.
Pig – Pork
Cut Name
Belly (Bacon, Pancetta)
Loin Chop Loin – middle rear, top Tender 10-16 ounces Low Sear, grill, broil
Rib – middle, bottom Rich, juicy 4-6 ounces Very high Braise, roast, cure No
Rib – Baby Back Rib – middle, top Tender 10-12 ribs/rack Low Grill, roast, hot smoke
Rib – Chop Rib – middle front, top Rich, juicy 10-16 ounces
Sear, grill, broil
Rib – Spare Rib – middle, bottom Rich, juicy 10-12 ribs/rack High Grill, roast, hot smoke
Tenderloin Loin – middle rear, top Tender 5-10 ounces Low Sear, grill, broil No
Sheep – Lamb
Poultry – Chicken & Duck
Seafood
The two main types of seafood are Fish and Shellfish. Shellfish is broken down into the categories of crustaceans and mollusks, which are then broken down further into their sub-species.
Seafood can come from two different water sources: Fresh water or saltwater
Fish flesh is categorized into two different colors:
White or red (pink/orange) Fish are typically served
one of three formats: filet, steak, whole
Filet
Filets are a cut which is parallel to the spine and can come from either of the 2 sides of the fish. Typically, filets do not include any bones. Fish served raw such as sushi, tartare or carpaccio typically come from filet cuts.
Steak
Fish steaks are a cut which is perpendicular to the spine, so it includes both a portion of the backbone in the center and then filet-like cuts on both sides of the bone.
The whole fish is the entire fish, which has usually been gutted and cleaned from the inside, and had its’ scales and fins removed from the outside. It typically includes all the bones and flesh of the fish, as well as the head and tail.
All of the above will determine the texture (firm vs. flaky), flavor, fat content and preferred cooking method.
Seafood – Fish Types
Fish Type of A.K.A. Color Fresh/Salt Cuts Fat Texture Flavor
Salt Firm, chewy Sweet, briny Raw, deep fry, cure, stew
Blue, King, Snow, Dungeness, Soft Shell Fresh / salt / land Flaky Sweet, delicate Steam, boil, broil, deep fry, stew
Crustacean Crayfish Fresh
Cephalopod
Mollusk
Cuttlefish
Lobster
Crustacean Spiny, Clawed, Maine
Medium to firm Sweet Boil, steam, bake, stew
Salt Firm, chewy Sweet, mild Cure, steam, deep fry, stew
Salt Firm Sweet, delicate Boil, steam, broil
Mussels Clam Bivalve Mollusk Green Lip (NZ), Blue (PEI)
Octopus
Cephalopod Mollusk
Oysters
Bivalve Mollusk
Prawn
Scallop
Crustacean
Deep Water, King, Tiger, Banana
Fresh / salt Medium Sweet, briny boil, roast, poach, steam deep fry, stew
Salt Firm, chewy Mild, sweet Grill, poach, raw, stew, sauté
Salt Soft, loose Briny, sweet, mild, full Raw, steam, boil, bake, deep fry, smoke, roast, stew
Fresh / salt Firm Sweet, delicate Steam, sauté, boil, broil, grill, poach, deep fry, bake, sear, stew
Bivalve Mollusk Bay, Sea Salt Firm Sweet
Sea Snail
Sea Urchin
Gastropod Mollusk
Echinoderm
Shrimp Crustacean Pink, Brown, White, Spot, Royal Red
Raw, sear, sauté, grill, pan fry, deep fry, bake, cure
Fresh / salt / land Firm, chewy Briny Raw, deep fry, cure, stew
Salt Soft Sweet, briny Raw – used for roe
Fresh / salt Firm Sweet, delicate Steam, sauté, boil, broil, grill, poach, deep fry, bake, sear, stew
Squid
Cephalopod Mollusk
Salt Firm, chewy Mild, sweet Grill, deep fry, sauté
Cooking Methods
How an ingredient is prepared can also affect its texture, flavor, moisture levels and presentation. Additionally, certain ingredients are better suited for one particular cooking method vs. another.
All cooking methods are typically categorized into one of two types:
Dry: the absence or removal of moisture or liquid
Moist: the presence, addition or retention of moisture or liquid
Cooking Method Types
Bake
Dry Pan, casserole dish, oven
Medium to long
Low to medium Cooked in oven
Moist Pot, stove Short High
Moist Pot, stove
Short to medium High
Boiled in water briefly then bathed in ice water
Even distributed, non-direct heat
Breads, cakes
Lightly cook, retain moisture & color Vegetables, fruits
Moist Pot, stove Long Low
Immersed and cooked completely in water with large, rapid bubbles
Simmered while partially submerged in (flavored) liquid
Cook through, retain moisture
Tenderize, intensify and infuse flavor
Vegetables, pastas, grains, reduction of liquids
Tougher cuts of meat with more connective
Blanche
Boil
Braise
Broil Dry Pan/grill, oven, salamander Short High
Cooked by direct heat, usually from above
tissue (shank, ribs, rumps, roasts)
Crust, sear, lock in flavor and moisture Steaks, vegetables
Confit Moist Pot/pan, stove/oven Medium to long Low
Cure None
Sealed container, cooler Long None
Deep Fry Moist Deep fryer or pot Short to medium High
Flambé Dry Pan, ramekin, flame, blow torch Short High
Cooked slowly and preserved in a substance, usually (its own) fat
Preserving or flavoring food by the addition of salt, sugar and/or nitrates
Immersed and cooked completely in fat/ oil with large, rapid bubbles
Using a flame and/or alcohol to char/sear
Cooked
Griddle Dry Griddle Medium High
Grill Dry Grill, fire
Short to long Low to high
completely in a thin film of oil on a broad, flat surface
Open-flame, direct heat, usually from below
Adds richness, retains fat and moisture, preserves product for long storage times Fattier poultry cuts (leg, thigh), fruit
Add smoky flavor, retain moisture, break down tissue, enhance fat/marbling. Fully cooked, no additional cooking methods required
Fish, meat, poultry, ribs, roasts, cheese
Fish, meat, poultry, ribs, roasts, cheese
Sous-Vide
131°-140°F Dry / moist Water bath, thermometer, circulator Long
Steam Moist Pot, double boiler, steamer, stove
Low Cooking food sealed in an airtight container at an accurately and constantly regulated temperature Even cooking while maintaining moisture, form and exact desired doneness Meats, vegetables, fish, poultry
Short Low to medium Cooks evenly and quickly
Retains moisture, texture and nutrients Fish, vegetables
Fresh Meadow Country Club Food & Culinary Pride
SEQUENCE OF SERVICE
SEQUENCE OF SERVICE – HOW TO’S
Step 1 – Greet Member – Door
How To Get Member/Reservation Information
1. Ask if the member has made a reservation
2. If they DO have a reservation:
• Confirm member name, member number, number of guests, and time reservation.
• Acknowledge special occasions if applicable.
3. If they DO NOT have a reservation:
• Add a walk-in reservation
How To Lead Member to Table
Gather all the necessary menus before leaving the restaurant entrance. Lead the members and their guests to the table, making pleasant conversation and gathering information on the way. Once at the table, offer seating assistance, pull out chairs as needed.
How To Present Menus
Distribute menus using open-handed service, offer a brief explanation of the layout and content if needed.
Behavior to Remember
✓ This is the beginning of the members’experience at the restaurant, and will set the tone for the entire meal, so make this interaction count. Stop what you’re doing, look up, smile and make eye contact – there is nothing more important than that member in that moment.
✓ Amember should always feel as if you were expecting them, whether they’ve made a reservation or not. You can accomplish this by being prepared for all reservations, and proactively planning for how you will accommodate any walk-ins.
✓ If you are not able to seat the member immediately, provide an approximate (and realistic) wait time and/or alternative dining options if they are available. And Then Don’t Forget…
✓ On the way to the table, ask inquisitive questions that can help us gather useful information that can help us customize the members’experience.
✓ Once you’ve shown the members to their table, let them know that their server will be with them shortly and wish them an enjoyable meal/experience.
✓ Share the member information with the server of that table and the manager (if applicable).
Step 2 – Greet Member
How To Greet Member – Table
Approach the table and greet the members and their guests warmly within one minute of them being seated.
If menus have not already been presented by the host or another team member, distribute menus using open-hand service and offer a brief explanation of the layout and content if needed.
Behavior to Remember
✓ It’s SHOWTIME.
✓ If you recognize this member, welcome them back.
✓ If you’ve never interacted with this Member, introduce yourself. This way you’ll both remember each other next time.
✓ Greet the table promptly (in 1 minute or less), but not TOO promptly. Give them ample time to settle in, but not so much time that they feel ignored or neglected.
✓ If there’s a special occasion that the Member has made you aware of, (unless it’s a surprise) acknowledge that special occasion upon greeting the table.
✓ Position yourself centrally and naturally, where you can make the most amount of eye contact and interact with the most members/guests most comfortably.
And Then Don’t Forget…
✓ If you don’t have it already, make sure to get the members’number.
✓ Read the table – this may or may not be the right time for various interactions…
✓ If they are interested and engaged, make conversation, get a drink order, talk about the specials, offer more information as needed.
✓ If they are not paying attention to you or need more time to get settled, then keep this initial interaction brief.
✓ You will have plenty more opportunities to gather and/or disseminate information.
Step 3 – Take Drink Order
How To Take Drink Order
1. Ask the members if they would like to place a drink order at this time.
If theyARE ready:
• Take the beverage order, write the order down by seat , and repeat it back to each guest verbally upon statement
• Ask the appropriate questions based on each specific drink.
If theyARE NOT ready:
• Offer to make recommendations, or more time if needed.
2. Serve/offer water:
• Serve iced water automatically unless otherwise specified by the member.
• To help consolidate steps, this can be done along with the greeting of the table.
• The options are iced/house water or bottled still or sparkling.
Behavior to Remember
✓ Write the order down and repeat it back. No exceptions.All orders, all sizes, all rounds, all drinks. This shows the members that the accuracy of their orders is a top priority.
✓ Use the same item name on your hand-written order pad as the item name in JONAS (meaning, don’t use your abbreviations because you are the only one that understands those.).
✓ Write the drink order in sequential order, by seat #, lowest to highest, top to bottom.
✓ Make note of all drink preparations, mixers, garnishes, etc., directly below each item.
✓ Always use seat #s. This prevents the auctioning of drinks at the table upon service.
✓ Ask appropriate questions, and mention specific brands and options if necessary:
✓ If the member does not indicate a specific liquor brand when ordering a mixed drink or cocktail, offer three options, with one option in each price tier.
✓ If the member orders a Martini, you have some work to do. Find out: Vodka or Gin and which brand? Up or on the rocks? With or without vermouth (dry)? Olives or a twist?
✓ If the member orders the “House” white or red wine, inform them of what that option is, and offer to bring a complete wine-by-the-glass list for them to review.
✓ If the members' order is not clear, or if you are confused in any way, ask There’s no expectation you will know every drink, every brand, every preparation, or every recipe, so if you’re not 100% certain, then clarify exactly what the member wants
How To Enter Order into JONAS
Enter the beverage order into the JONAS.
At the start of your shift, open Jonas, put in your login # and the screen below will pop up
After you press start, a new screen will pop up and ask you to enter the member #
Enter the table number followed by the covers of that party
You will then be directed to the main window where you will now be able to enter the members’order.
Enter the member's order using seat numbers and any modifications/allergies, or info to make sure the order comes exactly as requested by the member.
Behavior to Remember
✓ It is NEVER acceptable to verbally place your order at the bar and directly with the bartender. The only method by which a drink will be produced is to ring it in through Jonas.
✓ Enter the order into JONAS the same way in which it’s written: In sequential order, by seat #, lowest to highest, first to last.
✓ Enter all drink preparations, mixers, garnishes, etc., so that the bartender knows exactly how to prepare the item.
✓ Do not select a modifier in JONAS multiple times for emphasis. The only appropriate number of times to select a modifier is ONCE. No exceptions.Anything that needs emphasizing should then be communicated directly to the bartender, during a face-to-face interaction.
✓ Always try to use the pre-programmed modifiers in the system, not the “message” function. This ensures the communication is both standardized, and not subject to interpretation on the entry or receipt end of the order.
✓ If you are entering a food and beverage order during the same transaction, enter the beverage first, then send the order before proceeding with the food order entry. This way, the bartender can start making the drinks while you enter the food order.
And Then Don’t Forget…
✓ Take your time when entering all beverage orders to ensure accuracy – this isn’t the time or place to save five seconds, this is your only opportunity to get the order correct.
Step 3 – Serve Drinks
How To Serve Drinks
Behavior to Remember
✓ You only have five minutes to serve drinks from the time they are ordered, so plan your time accordingly
✓ Always use a tray when serving drinks. This will maximize your efficiency when serving or clearing drinks and glasses to multiple tables. The only exceptions to this rule are as follows:
✓ Up to six clean, stemmed glasses carried upside-down, between your fingers in 1 hand
✓ Up to two bottles – of wine by the bottle, wine by the glass, water or beer – 1 in each hand
✓ Any combination of the abovementioned bottles and glasses
✓ Never place the tray on the table, always keep the tray in one hand while using your remaining free hand to serve. If it’s too heavy to carry/hold in one hand, then you’ve probably loaded it up with too many drinks. Or you can always ask for help from a colleague when serving – you can hold the tray, while they place the drinks in front of each member.
✓ Use your seat #s, remember your seat #s – auctioning is never acceptable.
And Then Don’t Forget…
✓ Once again, read the table – this may or may not be the right time for various interactions…
✓ If they are interested and engaged, talk about the specials, offer to make recommendations or take the food order.
✓ If they are not paying attention to you or intensely engaged in their conversations, then leave the table after serving the drinks. You can continue to observe the table from afar until it’s clear they have made a decision and are ready to proceed with their experience.
Step 5 – Take Food Order
How To Introduce Specials / Offer Recommendations
1. Ask the members if they would like to hear about the additions to the menu, or if they would care for any recommendations.
• If they WOULD like to hear about the specials or WOULD like recommendations, discuss and describe each special or menu item as needed using both technical and emotional descriptors as discussed in “Salesperson vs. Order Taker –Emotional Descriptors” and “5 Things You Need to Know – Technical Descriptors” sections.
• If they WOULD NOT like to hear about the specials or WOULD NOT like recommendations, skip to the next step…
How To Take Food Order
1. Ask the member if they would like to place a food order at this time.
• If theyARE ready:
• Take the food order, write the order down by seat #, and repeat it back to each guest verbally upon statement.
• Ask the appropriate questions based on each specific food item.
• If theyARE NOT ready:
• Offer more time if needed.
Behavior to Remember
✓ Write the order down, repeat it back. No exceptions.All orders, all sizes, all food. This shows the members that the accuracy of their order is a top priority.And there are no rewards for having a big memory.
✓ Use the same item name on your hand-written order pad as the item name in JONAS (meaning, don’t use your abbreviations because YOU are the only one that understands those.).
✓ Write the food order in sequential order, by seat #, lowest to highest, top to bottom.
✓ Make notes of all food preparations, temperatures, dressings, etc., directly below each item.
✓ Always use seat #s. This prevents the auctioning of food at the table upon service.
✓ Ask appropriate questions based on the Member’s food order:
✓ If the members’order is not clear, or if you are confused in any way, ask This saves our team and the member time, effort, and product rather than producing the order incorrectly.
How to Enter Order into JONAS
Enter the food order into the POS
Behavior to Remember
✓ It’s NEVER acceptable to verbally place your order in the kitchen and directly with the Chef. The only method by which food will be produced is to ring it in through JONAS.
✓ Enter the order into JONAS the same way in which it’s written: In sequential order, by seat #, lowest to highest, first to last.
✓ Enter all food preparations, temperatures, dressings, etc., so that the Chef knows exactly how to prepare the item.
✓ Do not select a modifier in JONAS multiple times for emphasis. The only appropriate number of times to select a modifier is once.Anything that needs emphasizing should then be communicated directly to the Chef, during a face-to-face interaction.
✓ Always try to use the pre-programmed modifiers in the system, not the “message” function. This ensures the communication is both standardized, and not subject to interpretation on the entry or receipt end of the order.
✓ If you are entering a food and beverage order during the same transaction, enter the beverage first, then send the order before proceeding with the food order entry. This way, the Bartender can start making the drinks while you enter the food order.
And Then Don’t Forget…
✓ Take your time when entering all food orders to ensure accuracy – this isn’t the time or place to save 5 seconds, this is your only opportunity to get the order correct.
1. If service period and restaurant appropriate, ask the member if they are interested in ordering bottled wine, or if they would care to see a bottled wine list.
• Help with selecting recommendations and allow them to decide
• Once the member has decided:
• Take the wine order, write the order down by seat #, and repeat it back to the guest verbally upon statement.
Behavior to Remember
✓ It’s best to open wine at the table, in front of the member, holding the bottle 1-2 inches from the top and elevated. The priority is to avoid spilling or dropping the bottle. If the cork is stuck or falling apart, excuse yourself and finish opening the bottle at a service station or with help from a colleague don’t struggle in front of the members.
✓ If a member orders a second bottle of the same wine, pour it into the same glasses, but still offer a taste from a new glass for approval. If a different wine is ordered, provide new glasses for all. When entering an order, input the beverage first, send it, then proceed with the food order so the bartender can begin preparing the drinks.
And Then Don’t Forget…
✓ Take your time when entering all food orders to ensure accuracy – this isn’t the time or place to save 5 seconds, this is your only opportunity to get the order correct.
Step 7 – Serve Food – First Course
How To Serve Food – First Course
Preparation – Dining Room
1. Prepare the table for the upcoming food service.
• Using a tray or napkin (depending on the restaurant), obtain the necessary silverware from the service station and place it on the table in front of each member.
• Arrange and/or remove wares as needed so that the food can easily be placed in front of each guest.
• Provide the member with all necessary condiments.
Preparation – Kitchen
1. Confirm that the entire order is ready to be served before leaving the kitchen with food.
2. Arrange the plates on your hands and arms, according to the table shape and size, and seat # of guests, to ensure open-handed service.
• If the plates are hot, use a folded black napkin on your hands and/or arms.
• If multiple small side dishes are being served, consolidate them onto a service tray and serve from a service tray.
• If any food items have been modified to accommodate an allergy, follow the procedure as discussed in the “Allergy” section and ensure that a Chef or manager delivers that food item.
Delivery
1. Utilize seat #s, know which Member is getting which item before arriving at the table.
2. Place the food in front of the Member and announce the name of each item for confirmation.
3. If applicable, offer fresh ground pepper, parmesan cheese, steak sauce, etc.
How To Check Satisfaction
Within 2 to 3 bites, check satisfaction and ask the Members if there is anything else you might be able to get them at that moment.
Behavior to Remember
✓ The placement and removal of all food and wares should be done using open-handed service.
✓ All necessary wares and condiments should be placed on the table before the members’food arrives. Try to avoid placing any food on any table that has not been properly marked prior to serving the food.
✓ Organize the plates in your hands and arms strategically before leaving the kitchen, not just in the random order in which you grab them from the pass, or the Chef hands them to you. Taking a few extra moments in the kitchen to do this will help ensure that you can accurately and seamlessly place the items in front of the correct Member upon service.
✓ Always try to serve ladies first if the situation allows. But also remember that the priority is serving the food correctly and efficiently, and ensuringALL Members’comfort, so don’t lose sight of that either
✓ If the components on the dish do not look correct, check with Chef before serving the food to Members. It is always better
✓ to catch the mistake before the food is presented to the member The Runners/Servers are the last line of defense before food reaches the floor.
✓ It is NEVER acceptable to serve an incomplete order, whether it’s due to timing issues in the kitchen or lack of hands/staff members to carry plates. It’s better to have the food stay warm in the kitchen while the order is completed than to go cold in front of the members as they wait for the entire table to be served.
✓ You are only allowed to carry up to three plates in your hands and arms at any time.Anything more than that is a safety issue. If more than three plates need to be served, then find assistance before leaving the kitchen.
✓ Use your seat #s, remember your seat #s – auctioning is never acceptable.
✓ When announcing a dish to the member for confirmation, keep it simple – just the name of the dish will suffice.
✓ Afew exceptions to this rule are:
✓ Temperatures for all meat
✓ Any modifications made to any dish
✓ Any items that require further explanation (i.e. sorbet flavors, meat/cheese types)
✓ Any items provided complimentary
✓ If a member asks for more information.
And Then Don’t Forget…
✓ This may or may not be an appropriate time to check satisfaction. You want to be attentive, but not intrusive or redundant. Use your powers of observations to determine if the members need anything – more sauce, more beverages, more attention, more YOU – and establish a presence at the table to that level accordingly.
Step 8 – Clear & Prepare Table for Next Course
How To Clear Table
1. Wait until all members are finished eating (unless its buffet style, in which case, clear as needed), and confirm they are done by using a simple hand gesture and/or asking, “May I?”. This should happen within 3-5 minutes of all guests presumably being finished, per course.
2. Remove the plates from each member, and in the following order:
• Plate #1: Collection plate – this plate should be medium-sized, medium weight, and flat. This will be where you collect all the silverware as you remove it from the table. This plate should be placed in your hand.
• Plate #2: Base plate – this plate should be large, flat, heavy, and with the least amount of food on it. This plate should be placed on your forearm, and all the following plates you remove will be placed on top of it.
• All other plates/wares: Proceed with removing all other plates, wares and silver on the table, in the order of largest and flattest to smallest and deepest, with the priority being stacking similar sized and shaped plates.
3. Clear as many plates as you can carry responsibly and take them back
• Scrape all uneaten food from the plates into the trash can.
• Upon arrival at the Stewarding station, place each similar sized and shaped plate into a neat and organized stack.
• Place all silverware and smallware’s (i.e. ramekins, creamers, etc.) in the bin.
If necessary, return to the table with a service tray to remove the following remaining items: Glasses, napkins, salt & pepper shakers, breadbasket, oil & vinegar, etc.
Behavior to Remember
✓ The key to clearing successfully is the placement of the “Collection” plate in your hand –you’ll need at least two fingers under the plate (or up to three depending on what feels most comfortable to you), but your pinky finger MUST be on top of the plate to then hold the “Base” plate level.
✓ There is no rule about how many plates any one person can clear – it depends on both your personal arm strength and comfort, as well as the size, shape, amount and cleanliness of the wares on the table. So clear what you can, but don’t be a hero – err on the side of caution, and if in doubt, get help
✓ Open-handed service still applies to clearing the table. However, since you may be unable to use both/switch hands, and you may not be able to get to every side of every guest, there may be times when you’ll need to break this rule.
✓ Assess the table before clearing to maximize efficiency. If there are too many items, get help beforehand to save time, ensure safety, and minimize disruption. You can move in any direction, forward or backward, clockwise or counterclockwise, around the table as needed, so
prioritize clearing similar sized and shaped plates to make your stack more steady and complete.
✓ The entire table should be cleared at the same time, and on one trip to the table, onceALL members have finished eating, per course.Afew exceptions to this rule are:
✓ If the member asks you to clear the dish/table or hands you a dish
✓ The members are uncomfortable with the plate in front of them, and have pushed their plate away, placed their napkin in/on it, etc.
✓ Buffet service – plates can be cleared at any time and as needed upon completion
✓ Children – once the child has finished eating, clear their foodASAP
✓ If the silverware is on or touching the plate, you can slide it onto the plate and remove the plate and silverware together. If it is not touching the plate, then you must remove the plate and silverware separately to avoid stacking wares on the table in front of the guest.
✓ If multiple wares are near each other, you may gather and remove them in one hand and motion.
✓ Never, EVER, scrape food from plate to plate while in the dining room, or anywhere in the Members’view. If there are lots of plates with uneaten food to be cleared, then you will just need more help clearing
✓ Never, EVER, leave any clear, dirty wares anywhere in the dining room, or anywhere in the members' view. This means the service stations, service bar, host stand, vacated tables –ANYWHERE
And Then Don’t Forget…
✓ If the guest has more food coming, leave what is clean and/or what they will continue to need for the remaining courses. If the guest has no more savory food coming, clear everything that you can and that won’t be needed further for either dessert or hot beverage service.
How To Prepare Table for Next Course – Mark Table
Using a damp rag and B&B plate, wipe off the table. Prepare the table for the upcoming food service.
• Using a tray or napkin (depending on the restaurant), obtain the necessary silverware from the service station and place it on the table in front of each member.
• Arrange and/or remove wares as needed so that the food can easily be placed in front of each guest.
• Provide the member with all necessary condiments.
How To Prepare Table for Next Course – Fire Next Course
Use your restaurant’s pickup time and policies as a guideline and based on how quickly or slowly the members are eating, fire or enter the next course of food for the member.
Behavior to Remember
✓ The placement and removal of all food and wares should be done using open-handed service.
✓ All necessary wares and condiments should be placed on the table before the members’food arrives. Try to avoid placing any food on any table that has not been properly marked before serving the food.
✓ On average, the second course should be fired or entered when the Members are approximately 75% done with their previous course.
✓ There should be 5-10 minutes between the time you clear the first course and the time the member receives their second course. No less than five minutes because we don’t want the Member to feel rushed, and no more than 10 minutes so they don’t feel forgotten. This will require you to be aware of and adhere to your restaurant’s pickup and firing guidelines and policies.
✓ If you proceed with firing/entering the next course and then the pace of dining changes, communicate with the Chef – they are likely still able to speed things up or slow things down accordingly.
✓ It is NEVER acceptable to verbally fire your order in the kitchen and directly with the Chef. The only method by which food will be fired is to do it in through JONAS
Step 9 – Serve Food – Second Course
How To Serve Food – Second Course
Preparation – Dining Room
1. Confirm that the entire order is ready to be served before leaving the kitchen with food.
2. Arrange the plates on your hands and arms, according to the table shape and size, and seat # of guests, to ensure open-handed service.
• If the plates are hot, use a folded black napkin on your hands and/or arms.
• If multiple small side dishes are being served, consolidate them onto a service tray and serve from a service tray.
3. If a dish is modified for an allergy, follow the allergy procedure and have a Chef or manager deliver it.
Delivery
4. Utilize seat #s, know which member is getting which item before arriving at the table.
5. Place the food in front of the members and announce the name of each item for confirmation.
6. If applicable, offer fresh ground pepper, parmesan cheese, steak sauce, etc.
How To Check Satisfaction
7. Within two to three bites, check satisfaction and ask the Members if there is anything else you might be able to get them at that moment.
Behavior to Remember
✓ Organize the plates in your hands and arms strategically before leaving the kitchen, not just in the random order in which you grab them from the pass, or the Chef hands them to you. Taking a few extra moments in the kitchen to do this will help ensure that you can accurately and seamlessly place the items in front of the correct member upon service.
✓ Always try to serve ladies first if the situation allows. But also remember that the priority is serving the food correctly and efficiently, and ensuringALL members’comfort, so don’t lose sight of that either
✓ If the components on the dish do not look correct, check with the Chef before serving the food to members. It is always better to catch the mistake before presenting it to the member The runners/servers are the last line of defense before food hits the floor.
✓ It is NEVER acceptable to serve an incomplete order, whether it’s due to timing issues in the kitchen or lack of hands/staff members to carry plates. It’s better to have the food stay warm in the kitchen while the order is completed than to go cold in front of the members as they wait for the entire table to be served.
✓ You are only allowed to carry up to three plates in your hands and arms at any time.Anything more than that is a safety issue. If more than three plates need to be served, then find assistance before leaving the kitchen.
✓ Use your seat #s, remember your seat #s – auctioning is never acceptable.
✓ When announcing a dish to the Member for confirmation, keep it simple – just the name of the dish will suffice.Afew exceptions to this rule are:
✓ Temperatures for all meat
✓ Any modifications made to any dish
✓ Any items that require further explanation (i.e. sorbet flavors, meat/cheese types)
✓ Any items provided complimentary
✓ If a member asks for more information
And Then Don’t Forget…
✓ If you haven’t checked satisfaction yet, then now is the time to do so, as you should verbally check satisfaction a minimum of once throughout the meal. But continue to observe the members and table as well – the goal as always is to be attentive, but not intrusive.
Step 10 – Table Maintenance (Ongoing &As-Needed)
How To Place & Remove Items
✓ Keep the table neat.
✓ Using a damp rag and B&B plate, wipe off the table to remove crumbs, condensation, spilled food, etc.
✓ Place, arrange or remove wares, ensuring that the Member has everything they need, and nothing they don’t throughout service.
How To Offer/Serve More Food & Beverage
✓ Ask the members if they need anything else currently to continue to enjoy their meal.
✓ Automatically refill any beverages for which free refills are offered – i.e. water, iced tea, soda, etc.
✓ Based on how quickly or slowly the member is drinking, offer them refills on all other beverages when approximately 75% done with the previous round.
Behavior to Remember
✓ The placement and removal of all food, drinks and wares should be done using open-handed service.
✓ Always use a tray when serving or clearing drinks. This will maximize your efficiency when serving or clearing drinks and glasses to multiple tables. The only exceptions to this rule are as follows:
✓ Up to six clean, stemmed glasses carried upside-down, between your fingers in one hand
✓ Up to two bottles – of wine by the bottle, wine by the glass, water or beer – one in each hand
✓ Any combination of the abovementioned bottles and glasses And Then Don’t Forget…
✓ You are a salesperson, so never miss an opportunity to sell the member additional food or beverage.
Step 11 – Clear Table
How To Clear Table
1. Wait until all members are finished eating, and confirm they are done by using a simple hand gesture and/or asking, “May I?”. This should happen within 3-5 minutes of all guests presumably being finished, per course.
2. Remove the plates from each member, and in the following order:
• Plate #1: Collection plate – this plate should be medium-sized, medium weight, and flat. This will be where you collect all the silverware as you remove it from the table. This plate should be placed in your hand.
• Plate #2: Base plate – this plate should be large, flat, heavy, and with the least amount of food on it. This plate should be placed on your forearm, and all the following plates you remove will be placed on top of it.
• All other plates/wares: Proceed with removing all other plates, wares, and silver on the table, in the order of largest and flattest to smallest and deepest, with the priority being stacking similarsized and shaped plates
3. Once you have cleared all the plates that you can responsibly carry, bring all of these dirty dishes immediately back to the Stewarding area for cleaning.
• Upon arrival at the Stewarding station, scrape all uneaten food from the plates into the trash can.
• Place each similar sized and shaped plate into a neat and organized stack.
• Place all silverware and smallware’s (i.e. ramekins, creamers, etc.) in the correct bins.
Behavior to Remember
✓ The key to clearing successfully is the placement of the “Collection” plate in your hand –you’ll need at least two fingers under the plate (or up to three depending on what feels most comfortable to you), but your pinky finger MUST be on top of the plate to then hold the “Base” plate level.
✓ There is no rule about how many plates any one person can clear – it depends on both your personal arm strength and comfort, as well as the size, shape, amount and cleanliness of the wares on the table. So clear what you can, but don’t be a hero – err on the side of caution, and if in doubt, get help
✓ Open-handed service still applies to clearing the table. However, since you may be unable to use both/switch hands, and you may not be able to get to every side of every guest, there may be times when you’ll need to break this rule.
✓ Before you start clearing, take a moment to assess the situation and thus maximize your efficiency. If in this moment you also realize there are too many plates/wares on the table for you to clear the table alone, get help… BEFORE you start clearing This will save time, ensure you clear the table correctly and safely, and cause less disturbance for the members.
✓ You can move in any direction, forward or backward, clockwise or counterclockwise, around the table as needed, so prioritize clearing similar sized and shaped plates to make your stack more steady and complete.
✓ The entire table should be cleared at the same time, and on one trip to the table, onceALL members have finished eating, per course.Afew exceptions to this rule are:
✓ If the member asks you to clear the dish/table, or hands you a dish
✓ The members are uncomfortable with the plate in front of them, and have pushed their plate away, placed their napkin in/on it, etc...
✓ Buffet service – plates can be cleared at any time and as needed upon completion
✓ Children – once the child has finished eating, clear their foodASAP
✓ If the silverware is on or touching the plate, you can slide it onto the plate and remove the plate and silverware together. If it is not touching the plate, then you must remove the plate and silverware separately to avoid stacking wares on the table in front of the guest.
✓ If multiple wares are near each other, you may gather and remove them in one hand and motion.
✓ Never, EVER, scrape food from plate to plate while in the dining room, or anywhere in the member’s view. If there are lots of plates with uneaten food to be cleared, then you will just need more help clearing
✓ Never, EVER, leave any clear, dirty wares anywhere in the dining room, or anywhere in the members' view. This means the service stations, service bar, host stand, vacated tables –ANYWHERE.
And Then Don’t Forget…
✓ The members do not have any more food coming, so clear everything that you can and that won’t be needed further for either dessert or hot beverage service.
How To Offer Desserts & Hot Beverages
1. Present dessert menus to all Members at all tables during both lunch and dinner service.
2. Offer to make recommendations.
3. When presenting the dessert menu and/or when taking the dessert order, mention hot beverage options as well as after dinner drinks (if service period and restaurant appropriate).
Within 2-5 minutes after presenting the dessert menu, ask the Member if they would like to order dessert and/or hot beverages.
4. If they WOULD like dessert and/or hot beverages:
• Take the dessert and/or order, writing the order down by seat # and repeating it back to each guest verbally upon statement.
• Ask the appropriate questions based on each specific dessert and/or hot beverage item.
5. If they WOULD NOT like dessert or hot beverages:
• Proceed to Step #13 – Present Check.
Behavior to Remember
✓ Don’t just verbally offer dessert, physically present dessert menus to every member at every table – you will sell more desserts. You are far more likely to sell desserts if the members see what the options are, but if you give them the option to decline dessert before they’ve seen the options, it’s more likely they will.
✓ Write the order down, repeat it back. No exceptions.All orders, all sizes, all desserts, all hot beverages. This shows the members that the accuracy of their order is a top priority.And there are no rewards for having a big memory
✓ Use the same item name on your hand-written order pad as the item name in JONAS (meaning, don’t use your abbreviations because YOU are the only one that understands those ).
✓ Write the dessert and hot beverage order in sequential order, by seat #, lowest to highest, top to bottom.
✓ Make note of all dessert and hot beverage preparations, milk types, tea accompaniments, etc., directly below each item.
✓ Always use seat #s. This prevents the auctioning of dessert or hot beverages at the table upon service.
✓ Ask appropriate questions based on the member’s hot beverage order:
✓ Coffee: Milk type
✓ Tea:Accompaniment (milk type and hot/cold, lemon, honey, sugar)
✓ If the members’order is not clear, or if you are confused in any way, ask. This saves our team and the member time, effort, and product rather than producing the order incorrectly And Then Don’t Forget…
✓ The members do not have any more food coming, so clear everything that you can and that won’t be needed further for either dessert or hot beverage service.
Preparation – Dining Room
1. Prepare the table for the upcoming dessert service.
• Using a tray or napkin (depending on the restaurant), obtain the necessary silverware from the service station and place it on the table in front of each member.
Preparation – Kitchen
1. Confirm that the entire order is ready to be served before leaving the kitchen with food.
2.Arrange the plates on your hands and arms, according to the table shape and size, and seat # of guests, to ensure open-handed service.
3. If plates are hot, use a folded black napkin on your hands and/or arms.
• If multiple small side dishes are being served, consolidate them onto a service tray and serve from a service tray.
4. If any food items have been modified to accommodate an allergy, follow the procedure as discussed in “Allergy” section and ensure that a Chef or manager delivers that food item.
Delivery
1. Utilize seat #s, know which member is getting which item before arriving at the table.
2. Place the food in front of the members and announce the name of each item for confirmation.
3. If applicable, offer fresh ground pepper, parmesan cheese, steak sauce, etc.
How To Serve Hot Beverages
1. Serve each hot beverage to the corresponding member using open-handed service.
2.Announce each drink for confirmation as it is served and specifically mention milk type and/or tea accompaniments
Behavior to Remember
✓ The placement and removal of all food and wares should be done using open-handed service.
✓ All necessary wares and condiments should be placed on the table before the member's food arrives. Try to avoid placing any food on any table that has not been properly marked before serving the food.
✓ Organize the plates in your hands and arms strategically before leaving the kitchen, not just in the random order in which you grab them from the pass, or the Chef hands them to you. Taking a few extra moments in the kitchen to do this will help ensure that you can accurately and seamlessly place the items in front of the correct member upon service.
✓ Always try to serve ladies first if the situation allows. But also remember that the priority is serving the food correctly and efficiently, and ensuring all members’comfort, so don’t lose sight of that either
✓ If the components on the dish do not look correct, check with the Chef before serving the food to members. It is always better to catch the mistake before presenting it to the member. The runners/servers are the last line of defense before food hits the floor.
✓ It is never acceptable to serve an incomplete order, whether it’s due to timing issues in the kitchen or lack of hands/team members to carry plates. It’s better to have the food stay warm in the kitchen while the order is completed than to go cold in front of the members as they wait for the entire table to be served.
✓ You are only allowed to carry up to three plates in your hands and arms at any time.Anything more than that is a safety issue If more than three plates need to be served, then find assistance before leaving the kitchen.
✓ You only have five minutes to serve hot beverages from the time they are ordered, so plan your time accordingly
✓ Always use a tray when serving hot beverages. This will maximize your efficiency when serving or clearing drinks and glasses to multiple tables.
✓ Never place the tray on the table, always keep the tray in one hand while using your remaining free hand to serve. If it’s too heavy to carry/hold in one hand, then you’ve probably loaded it up with too many hot beverages Or you can always ask for help from a colleague when serving – you can hold the tray, while they place the hot beverages in front of each member.
✓ Use your seat #s, remember your seat #s – auctioning is never acceptable
Step 13 – Present Check
How To Present Check
1. Upon signature, collect the check. This is the second of three times you should thank the member.
• If they indicate something else is needed… Get it for them.
• If they decline further service and/or ask for the check.
2. Review the check to ensure accuracy before presenting it to the members.
3. Present the check to the member by placing it on the table near the member who asked for the check/indicated they will be signing for the meal, and within two minutes of the check being requested. This is the first time you should thank the member.
4. Upon signature, collect the check. This is the second of three times you should thank the member.
Behavior to Remember
✓ Don’t write any personal thank you notes on the check.
✓ Before presenting any check to any member, the server of that table must review the content of the check and confirm that everything that they ordered is on the check, and nothing they did not.
✓ Even though no payment is technically being processed at that moment, it is still critical that the member signs the check before leaving the restaurant. This helps to ensure both the member and the club that all accounts are settled properly, and all members are charged for exactly and only what they ordered and/or consumed during that experience.
And Then Don’t Forget…
✓ Just because the guest has signed the check doesn’t mean your job is done, so continue to provide service Service does not end until the member physically leaves the restaurant
Step 14 – Bid Farewell
How To Bid Farewell
1.As the guest is exiting the restaurant, say goodbyeAND thank you to both them and their guests
Behavior to Remember
✓ This is the end of the members’experience at the restaurant and will offer them closure and the lasting impression of their experience, so make this interaction count Stop what you’re doing, look up, smile and make eye contact and genuinely thank the member – there is nothing more important than that Member in that moment.
✓ This interaction must be genuine, so one word or one syllable won’t suffice. Use full sentences, and express your gratitude –after all, remember, without the members, there would be no club.
And Then Don’t Forget…
✓ Invite them back and/or wish them a pleasant day/afternoon/evening
CLUBHOUSE ROOMS
Grill Room Bar Lounge
(Breakfast, Brunch, Lunch, Friday Night Dinner and Happy Hour)
Grill
Room
(Breakfast, Lunch, Brunch, Friday Night Dinner, Events)
Men’s Grill Room
(Lunch & Social area for MEN only.)
Men’s Card Room
(Provides an area for men only to play cards & social time)
Ladies Card Room
(Provides area for ladies only to play cards and social time.Alos used for weddings and functions at night time.)
Main Dining Room - MDR (Weddings, Mitzvahs, Member Events)
Living Room
(Members Cocktail Hour, Weddings, Mitzvahs, Events, Member Events)
Terrace
(Member Dining & Events and Our Famous Sunday Night BBQ’s. Terrace is also used for weddings, mitzvahs, ceremonies and private outside parties.)
Pool / Café 255
(Member Lunch, Opening Party, Member Events, Wedding Ceremonies)
