EIA Hospitality Server Training book

HOSPITALITY CONSULTING

HOSPITALITY SCHOOL

SERVER TRAINING BOOK

BY EÏA COMPANIES

Copyright: September 2022

Written and formatted by Ismaëlia Déjoie

Illustrated by Kenton Exane

Any reproduction or distribution of this content will be penalized by law

All uniforms and work materials must be returned in the event that an employee’s contract ends.

SUMMARY/TRAINING SCHEDULE

SUMMARY/TRAINING SCHEDULE

I- INTRODUCTION

Congratulations on being selected for the training offered by EÏA!

If you have been selected to participate in this program, you have been considered a suitable addition to our team. Therefore, during this journey with us, we expect the full cooperation of the team members. The content of our program must be applied to the best of your ability in order to maintain EÏA’s quality of service.

You are now official ambassadors of our brand. Your role as ambassador is to represent the brand to the best of your abilities, expectations are high.

Our core values are focused on professionalism and family. To accompany you in this new endeavor, we have made it our personal duty to offer the best possible educational experience. As such, in this course we offer a well-documented and effective training program. At the end of this training, members will confidently graduate with their new skills and with their acquired knowledge in the Hospitality industry. This training program will teach you how to be the best waiter and bartender while working in the field. The program is 50% theory and 50% practice to help you fully understand the art of Hospitality and to teach you how to effectively manage the Hospitality environment.

This document will guide you to better understand your tasks in the days to come.

NB: It is forbidden to distribute or copy any training and integration documents to avoid any legal dispute.

II- WHO ARE WE?

Founded in 2022, the EÏA’ s concept designer imagined a unique theme for a Hospitality consulting firm based in the Caribbean.

With our consulting and with our hands-on assistance our guests will acquire all the knowledge they need to be auto-sufficient in the field. It is our goal to help them reach standards of quality through a completely unique experience.

Our high-end staff brings a new wave of employees, challenging the stereotypical gastronomical experience that resulted in a bad reputation for countries of the Caribbean. In this workplace, relationships will be forged, memories will be made, and this community will be strengthened. EÏA produces the best staff in the local market so business owners can maximize their profits and experience in the industry.

☐ Icebreaker #1 Check off the box when completed

◆ Icebreaker #1 Topics:

• Full name

• Fun fact

• Most pertinent personality trait your teammates should know abo

III- THE ADMINISTRATIVE TEAM

Ismaëlia Dejoie: Branch Supervisor

Mrs. Dejoie first got involved in the industry when she attended the Professional Bartending School based in Maryland (VA) where she acquired all her theoretical and practical cocktailmaking knowledge. She reinforced her skills when she joined PF Chang's and Nobu where she worked jobs as a server, bartender, busser, food runner, and barback. Upon her return to Haiti, she worked with different companies where she learned about the challenges that the industry faces in third-world countries.

At EÏA, we value the opinions of all our members. If you have suggestions in regards to improving our program and services, you may report your notes to the administrative leaders listed above, and our team will gladly review them for consideration.

IV- BRAND REP RESPONSIBILITIES

Our job as EÏA brand representatives requires us to create an unforgettable experience for each of our guests.

Our job is to impress our audience in a manner they have never experienced before. Furthermore, it is our duty to accomplish each of our tasks to ensure maximum productivity, and ultimately leave a great impression on each person we interact with.

We are looking to be leading in the Hospitality market for the opportunity to change the culture and the image associated with the field in the Caribbean. We want to be the leading example.

COMPANY ELEVATOR PITCH

Through a thorough analysis of their own experiences and their observations of the climate in the Caribbean, EÏA’s founders identified the major gaps in the Hospitality industry that cripple businesses and that do not allow them to tap into their fullest potential. EÏA saw the need to elevate the Hospitality industry around the Caribbean by giving our guests access to consulting resources and a well-trained staff.

We also focus on the success of our guests by educating them on standards of quality and administrative management.

V- GROOMING STANDARDS

EYEWEAR

Dark and/ or tinted glasses may not be worn indoors, unless medically necessary.

SHOES

Black polish-able leather style shoes are to be worn every shift. Sleek black leather-style sneakers are acceptable.

BODY LANGUAGE

Be aware of your body language, how you are working, standing, and moving through the restaurant. Avoid touching your face and hair whenever on the floor.

HATS

Are not allowed unless they are part of a uniform.

UNIFORM

Staff is responsible for the cleanliness of their own uniform. Your uniform should always be clean, pressed, and free of offensive odors. No more than the top two buttons may be undone. Appropriate undergarments must be worn.

NAME BADGES

Name badges provided by the company must be worn at all times, above the waist and readily visible. Name badges may not be defaced with stickers, pins, or altered in any way to change the information

HAIR

Must be neat, clean, and appropriately maintained. Subtle styles, colors, shaves/ cut designs are allowed . Hair should not cover the eyes. Women’s hair is to be tied back in a ponytail or braid. Men’s hair should be neat and length should not extend beyond the lower lobe of the ear or touch the shirt collar unless it is tied back. Sideburns must be trimmed.

HYGIENE

Good personal hygiene is required at all times. Offensive body and mouth odors are obviously unacceptable (i.e. brush and shower before scheduled shifts). Never apply lipstick or lip balm while in view of the guests. No chewing gum or mints on the floor while on duty. Never touch your face or hair while on the floor. Immediately wash hands if hands touch face or hair.

FRAGRANCES

Lightly scented perfume and cologne are permitted. Scents used too liberally can become overpowering for co-workers and guests.

TATTOOS

Visible tattoos are permitted. However, tattoos on the face are not allowed.

MAKEUP

Allowed for women, should be tasteful and not excessive. Do not

SKIN CARE

When dealing with face pimples, do not pop them. Use an exfoliating scrub to get rid of them. Your look sells!

MUSTACHES

May not exceed one-fourth inch below the corner of the lip with no extreme styles (i.e. no patches, handlebar, waxed, or partial mustaches). Mustaches must be neatly trimmed and clean.

BEARDS

Beards or goatees must be neatly trimmed and clean and no more than one inch in length. No soul patches, designs, or facial hair that is not a complete beard, goatee or mustache are allowed.

JEWELRY

Must be tasteful and not excessive in style or in size. Watches must be tasteful and of neutral color. Bracelets should not interfere with job performance and should be limited to ONE (1) worn. Men and women may wear earrings in their earlobes which cannot excessively hang down or dangle. Hoop earrings should not be larger than a quarter in size. No other visible body

FINGERNAILS

Must be clean and neatly manicured. Women may wear well-maintained nail polish in traditional or nude shades. Women’s nail length should not exceed 1/2 inch in length from the fingertip. Nail art is allowed provided it is tasteful. Nail jewelry is prohibited.

VI- TERMINOLOGY AND LANGUAGE

Here you will find the most commonly used terms in the industry.

• 86: Out of stock

• Build: build

• Chill: Cool the glass / natural icing

• Dirty: add a drop of olive juice

• Float: alcohol layer (layer)

• Garnish: glass decor

• House cocktail: homemade cocktail

• Meat: Choice of chicken, beef, pork..

• Mocktail: Non-alcoholic cocktail

• Neat: No Ice/ Dry

• On the rocks: on ice

• Pint glass: Mixing glass

• POS: Point of Sale System

• Pour spout

• Pour

• Regular cocktail

• Landing zone: the area where to put dishes on the table

• Last call: 15 mins before closing time, last chance to place an order

• Rim: Edges of the glass (can be garnished with sugar or salt)

• Shake

VII- GLASSWARE

• Shooter: A shooter or shot is a 1-2 ounce serving of pure alcohol or mixed alcohol that is intended to be drunk in a single gulp

• Sides: Accompaniment

• Sparkling: Carbonated / Bubbles

• Straight up: Put in a martini glass

• Strain

• Virgin: Alcohol-free

• Well drinks: the cheapest alcohol choices

• Sip stick: Small plastic straws

• After dinner drink: Digestive drink

• Expo: The person who reads out orders as they come in, and puts the finishing touches on the food before it’s taken from the kitchen out to guests.

• Expo area: Area in the kitchen where the food is placed under food warming lamps.

• On the house: Paid in full by the venue

• Bussing: Clearing the table of dirty dishes and cups

• FOH: Front of House

• BOH: Back of House

Below are the names of the most common glasses used in the industry:

VIII- UNDERSTANDING A TABLE PLAN

Below you will find an example of a table plan. When the guests enter the venue make sure they do not move tables and seats. Only the staff has the authority to do so. The pivot point is usually relative to the front door or hostess station *

Table numbers and position numbers

Using the wrong seat and table numbers will cause chaos with food and drink orders. Without proper table and seat numbers, guests may receive the wrong dish or even worse, nothing at all! There may also be an allergy that could jeopardize the health and well-being of a guest. The kitchen may be forced to remake unnecessary dishes. These mistakes could result in loss of gratuity or more.

Using seat numbers when placing an order gives the runners, bussers, and other servers an indication of where drinks and food need to go on the table. We do not auction off dishes or drinks by asking the guests, it is our job to place the items in the right position in a professional manner. Always refer to the floor plan for table numbers and memorize seat numbers for each table.

Seat and table number hint:

The smallest table number is closer to the host stand or the entry door. The smallest seat number is to the left of the table. Lastly, seat numbers can also be numbered from the seat closest to the host stand.

Seats are numbered clockwise around the table from the pivot point. Sometimes when the pivot point is unaccessible, make sure to stand at the spot on the table where you are visible to all the guests.

IX- TABLE ETIQUETTE AND BEHAVIOR ON THE FLOOR

Here are the things to consider when working on the floor when approaching guests at a table:

• Always walk in a moderate manner, never run.

• Follow the flow of the restaurant and announce ‘behind’ or corners when necessary to avoid accidents.

• Use table numbers and seat numbers to describe a table or guest. Do not point to any table or guest, always use an open hand.

• Always let guests go by first.

• Groups of three or more (servers or bussers) are not permitted to congregate on the floor, conversations between staff should not be audible to guests.

• Always carry water pitchers separate from dirty dishes, do not try to refill drinks with one hand when you are holding dirty items with the other hand.

• Fold napkins in a triangle as soon as a guest leaves a table. (Signature move)

• All glassware must be handled by the stem or base.

• All silverware must be carried on a plate.

• When refilling ice water, remove the glass from the table and refill the glass while holding it.

• Remember to refill water when the guest's glass is half empty. In third-world countries, drinking water is a precious resource, so ask the guest if they would like a refill before you pour it into their cup.

• When refilling wine, sake, or beer, the glass stays on the table.

• When you are helping another busser with their section, ensure you are communicating with them about the tables, making sure not to ask the same questions to the guests.

• When interacting with a guest, be appropriate with your choice of conversation, no two tables are the same.

• Use words like sir or miss and refer to guests as “Ladies and Gentlemen.” Do not use words like “guys”, “folks”, and “boys.”

• Do not yell out to anyone in the middle of the restaurant.

• Always say “Thank You” to the guests as they leave the restaurant.

• Never interrupt the guest. Say: “Pardon my interruption” or “I apologize for the interruption” before speaking.

• Always serve on the right unless you do not have enough space to reach to their right.

• Always apologize if you have to approach a guest to clear the table. Say: “Excuse my reach” or “Excuse me.”

• When the guest approaches the host station or you, always maintain eye contact. If you are busy, ask them kindly to wait. DO NOT point your finger at a halt to ask the guest to wait.

• Do not lean against walls with your hands or against your back- don’t touch the walls.

• Guests love hearing “ of course” and “absolutely” use them as much as you can.

Q&A section: Use this time to ask any questions you may have about the chapters above.

☐ Check off this box when completed

X- GREETING THE GUEST EÏA STYLE (AGO)

Our greeting “Ago” shapes the atmosphere and the vibe of the restaurant. Here is how it works:

The hostess or the first person to notice an incoming guest yells out “Ago” as the guests are walked to their table. It is a traditional Haitian greeting. Ago is a signature move.

We expect every server and every busser to respond with a return of “Agogo”. Apart from its welcoming purpose, it informs the chefs and the floor staff of a new arrival in the restaurant.

We will only use this greeting when working a restaurant shift. Catering events will not require this greeting.

*Practice the greeting as a group, focus on the tone and delivery of the greeting*

Q&A section: Use this time to ask any questions you may have about the chapters above.

☐ Check off the box when completed

Practice section

☐ Check off the box when completed

*End of day 1*

Please take your days off to review, internalize and learn everything that was discussed during day 1.

XI- SOPS (STANDARD OPERATIONS PROCEDURES)

☐ Icebreaker #2 Check off the box when completed

◆ Icebr eaker #2 Topics:

• Full name

• Fun fact

• Most pertinent personality trait your teammates should know about

PURPOSE

Understand the logic behind using pivot points for order taking and food delivery.

TAKING THE ORDER

Once at the table, stand at the designated pivot point when possible. Seats are then numbered clockwise around the table from that point.

For a group of people:

Start by asking the guest if the bill will be covered by a person or otherwise.

Write each order on the server notebooks in order, associating each entry with their seat number. For instance:

-Seat 1: Ordered BBQ chicken wings

-Seat 2: Ordered a well-done burger with fries

-Seat 3: Margarita with an extra shot of tequila

Don't let seating trump Hospitality. Remember, ladies first!

Using the table below, practice the steps at home with a friend to integrate the SOP’s more efficiently

WELCOME

Initial Welcome

☐ Guest walks in, initial greet with “AGO.”

☐ Approach the table, and genuinely acknowledge the guest within 30 seconds.

☐ Start with introducing yourself by giving your name, asking the guest if it's their first time within the establishment, and telling them that you will be available to answer any other questions.

☐ Ask the guest what language they feel most comfortable with whether it's French, Creole, English, or Spanish. Address them in their preferred language (unless you cannot speak it, of course).

☐ While greeting, place a single beverage napkin on the table in front of each guest to signal that the table has been greeted.

☐ Hand the guests the food and beverage menu.

☐ If it is a guest's first time with us, make sure to welcome them and give them a little history about the establishment (elevator pitch). Explain what makes us unique as an institution in the Hospitality market. Explain that the food and beverages are made from scratch with fresh ingredients every day.

☐ If you are dealing with a returning guest, genuinely welcome them back to the establishment, and if they do not know about our story make, sure to give them a little refresher.

☐ Personally engage with the guest to identify any triggers and inquire about guest timing and needs.

☐ Take some time to ask the guest if there are any allergies you should be aware of.

☐ Tell the guest about any food or drink specials of the day. You can also propose appetizer options.

☐ Continue your service by asking the guest if they would like a drink of water.

☐ Ask the guest if they would like a minute to look at the menu, if they do not need a minute, start immediately with taking their order.

☐ If the guest would like some time to look over the menu, tell them you will be right back with their water. If the guest does not want any water just tell them that you will be back with their drinks in 5 minutes.

☐ After the five minutes have passed, come back to the table and ask to guess if they are ready to order, or if they have any questions.

☐ It is best to try to take their entire order from start to finish. Meaning you should be writing down their appetizer, entrée, dessert order, and drink orders.

☐ You should always prioritize taking the first order for older women, women, then older men, etc.

☐ Use the pivot points and the seat numbers to keep track of who ordered what. If there are any special instructions for each dish or drink make sure to write it down next to the relevant seat number.

☐ Do not forget to ask about the sides and meat temperature. For drink orders always take the opportunity to upsell by proposing a more expensive Liquor or Spirit. You can also suggest drinks that work well with the chosen dish (wine.)

☐ If you are unsure of the guest's age, make sure to ask for an ID. We will not be serving individuals 18 and younger*.

☐ Once you are done taking the order and verifying the ID, repeat the order to verify the accuracy of what you wrote to the guest.

☐ Ask the guest if they would like all of the dishes at once or in séances.

☐ Finally, confirm with the guest that you will be right back with their beverage or appetizer orders.

Ring-in Drinks and Starters

☐ Ring in the order using the seat numbers.

☐ Do not forget to add any special instructions to the order.

☐ If the guest would like their dishes all at once, make sure to notify the kitchen using the POS system notes.

☐ If the guest would like their food or drinks and séances, use the delay option on the POS to indicate the timing at which the elements should be prepped.

☐ Before pressing send, make sure to review all of the elements added to the POS page. If there is a mistake, correct it. If it happens that you sent the wrong order, make sure to notify the kitchen of the change immediately. Also, notify the food runner so they can check for any mistakes once the dish is done.

☐ If there isn't a food runner available, you can always check with the bartender or the kitchen staff for any special instructions.

Serve Drinks & Prepare Starters

☐ Return with the drinks within 3 minutes.

☐ Make sure to use coasters to prevent water stains on the table.

☐ As you are placing the drinks in front of the guests, say the correct name of each drink.

☐ Create a landing zone on the table by moving any of the decorations or sauces that are in the way.

☐ Come back with the appetizer dishes while presenting their names to the guests. Make sure to serve each dish without having to ask the guest which one is theirs.

☐ If the guest has not previously given you their entire order, proceed with asking them if they're ready to order their entrees. Answer any relevant questions about the menu.

ORDER AND DELIVERY

Serving Starters (5-8 mins)

☐ Serve starters as soon as they are ready.

☐ Say the correct name of each starter as it is placed in front of each guest or in the landing zone.

Take the Entree Order

☐ Write the order and repeat the information to the guest

☐ Give suggestions to the guest in order to create an optimal dining experience.

☐ Enter the order properly on the POS.

☐ If you have a feeling a guest is making a quick stop at the venue, print a copy of the check just in case the guest is ready to receive their check. This can be done even when the guest is not finished enjoying their meal. There is no need to wait for the guest to ask for the check for you to hand it to them.

Prepare yourself for the Entrees

☐ Clear appetizer plates.

☐ Serve the appetizer dish, refill the waters if lower than half, or/and order another round of cocktails.

☐ Replace any dirty napkins and use that napkins to clear any debris on the table onto a clean plate.

☐ Clear for a landing zone for the entrées.

☐ Place the entrées in the landings while describing each dish to the guest. Never serve a dish when the table is full of debris, empty glasses, or dirty dishes.

☐ Do not forget to mention enjoying instructions while serving the entrees (for example: "This is best eaten with your hands...")

☐ Inform a guest if there are any additional dishes being prepared in the kitchen or if there are any delays with their order.

☐ Ask the guest if there is anything else they would like to enhance their experience.

☐ Do a 2-minute or 2-bites check back after the food has been delivered.

FINALE

Present Desert Menu

☐ Visit the table 2/3 of the way through the entrées to recommend and describe any personal or favorite dessert.

☐ Leave the dessert menu and point out any after-dinner cocktails for the guest to review as they finish their meals.

Package Leftovers

☐ Pre- bus entrée plates. Clean the table with sanitizing wipes.

☐ Get rid of any dishes or empty cups on the table. Only leave water glasses.

☐ Ask if any leftovers need to be boxed.

☐ Bring the leftovers to the kitchen for packaging, Write down the dish name on the corresponding to-go bag.

☐ Later come back to grab the to-go package once they are ready to be delivered back to the guest.

Desert

☐ Write down dessert order.

☐ Enter desert correctly in POS.

☐ Serve dessert within 3 to 4 minutes with a small dessert spoon.

☐ Describe dessert ingredients and enjoying instructions.

Payment

☐ Assign guest loyalty information by phone number or for any guest who is a reward member, check the reward status.

☐ Present check with check presenter.

☐ Sincerely thank the guest and invite them to come back.

Q&A section: Use this time to ask any questions you may have about the chapters above.

☐ Check off the box when completed

Practice section

☐ Check off the box when completed

*End of day 2*

Please take your days off to review, internalize and learn everything discussed during day 2.

☐ Icebreaker #3 Check off the box when completed

◆ Icebreaker #3 Topics:

• List 3 expectations you have of your teammates when working in a professional environment

• When is your birthday?

• What's your favorite dessert?

IT

IS OUR JOB TO SET THE

AMBIANCE DURING

THE SHIFT, WE MUST BE ENTHUSIASTIC AND ENERGETIC THE BEST IN THE GAME AND THE BIGGEST EARNERS ARE THOSE WHO PUT THEIR BEST FOOT FORWARD, AND WHO ARE ALL HANDS ON DECK WHEN ITS GO-TIME

THIS WORKS BECAUSE WE KNOW THE TRUE MEANING OF FAMILY AND MUTUAL RESPECT WE DO OUR BEST, EVEN

ON A BAD DAY

XII- SKILL- OUT #1

For this skill out you will be tested on:

• EÏA elevator pitch in French and English (oral)

• Review of glassware and their uses (written)

• Review of the pivot point, table seating, and seat numbers ( written)

• Table etiquette (Written)

• SOP’s (Physical)

On skill out days bring your laptop or a tablet with you to take the tests online.

*End of day 3*

Please take your days off to review, internalize and learn everything discussed during day 3.

☐ Icebreaker #4 Check off the box when completed

◆ Icebreaker #4 Topics:

• Do you know how to speak more than one language?

• If you could become an expert in something, what would it be?

• What’s one piece of advice you wish you’d gotten sooner?

XIII- SERVING LARGE GROUPS OF PEOPLE

PURPOSE

Ability to coordinate a large service group and provide the appropriate experience. Below is a chart outlining the guest/ server ratio when dealing with a large party.

Pre-Service (work to do prior to the shift)

Determine the service plan with the servers assigned to the group. Divide the group evenly and assign each server to the appropriate number of guests.

SERVICE

Initial Greet

• Ask if there is a special occasion

• Introductions

• Identify if there is a guest who is hosting the party, as they will be your point of contact for questions regarding ordering, meal timing, and billing

• Ask about separate bills

• Ask about dietary preferences or restrictions

• Make recommendations based on guest preferences

• Take the drink & aperitif order

Continuity of service

• Order and deliver drinks

• Take the order for appetizers and desserts

• Deliver food (starters, main courses, desserts)

• Complete maintenance of the table and refill of drinks

XIV-CATERING SERVICE

If a guest requires our services, we will solely provide them with our bar and server staff. We are not responsible for providing cooked food. We will take some time prior to each event to prepare ourselves for the shift. During this time, we will prepare the materials we need to function.

The same SOP rules apply. The only thing to be aware of when serving at catering events is timing: When serving a table you must be accompanied by someone else or have a tray set up next to the table (place the tray on a tray stand holder).

When you are ready to serve the food, place the dishes on the table at the same time as your coworkers to look in sync and coordinated. If you are serving a table of 6, all 6 dishes must be next to you ready to be served. Your shift manager will inform you of the side work to be accomplished for that event.

XV-WINE & BEER 101 AND FOOD PARING

MOST POPULAR WINES CHART

Wine type Wine name Color

Prosecco Ruffino Chianti Clear Yellow Fruity , floral Medium Bodied

Matching dishes

Pizza, pasta, salami, beans/ Chickpeas , lamb, duck , meat dishes

Zinfandel Beringer Pink Fruity Citrus Medium Bodied BBQ, Turkey, stews, riesling

1) Château St Michelle 2) Columbia Valley Clear

1) Fruity apple 2) Fruity spicy citrus

1) Medium Dry 2) Light Dry

Moscato Barefoot brand Pink Fruity Smooth

meaty pasta, meat pizza, aubergine and eggplant, black beans, portobello mushrooms , cheddar

Spicy food, curried/spicy chicken wings, charcuterie, raw veggies, brie cheese , glazed ham, meaty/ spicy pizza

Pinot Grigio Estancia Clear Fruity Apple Smooth Salads, chicken, seafood,light pasta, risotto

Sauvignon Blanc Brancott Clear Lime Pear Light

Chardonnay 1) Columbia Crest 2) Kendall Jackson 3) La crema Clear 1) Fruity 2) Fruity Citrus 3) Fruity, pomegranate , sweet tobacco 1) Creamy 2) Creamy 3) Creamy

Merlot 14 hands red Tangy Soft

Malbec Alamos Black Cherry Red Blackberry

Cabernet sauvignon Joel Grott Red Blackberry

Pinot Noir Garnet Red Blackberry, hazelnut

Medium Bodied

Medium Bodied

seafood, chicken , green veggies, herb based sauces

Butter and nutty flavors. Seafood, shellfish , flaky white fish

beef, cheese (blue cheese, cheddar, gorgonzola) , Chicken, Berries and fruit , Garlic, mushrooms, pork, lamb

steak, pork, lamb, salmon, poultry , game meat (bison, venison)

Steak, burger, beef short ribs, lamb, portobello mushrooms, cheese

Medium Bodied Salmon, fatty fish , roasted chicken, pasta, game meat, stews

Cabernet sauvignon Bordeaux White Fruiry, berries, earthy Dry

roasted lamb, venison, duck breast, beef, veal, pork

MOST POPULAR BEERS CHART

Name Country Pairing dishes

Guiness Ireland

Baked Salmon, oysters , beef stew , short ribs

Kirin Japan Sushi, Camembert Cheese, Barbecue, Finish, Italian food, Pork, Poultry, Shellfish

Dos Equis Mexico burritos, guac and chips, arepas, tacos, fajitas, steak dishes

Tsing Tao Chinese Barbecue, Beef, Cheeses, Fish, Pasta, Pork Chops , Poultry , Shellfish, Spicy Foods

Coors American Chinese Cuisine, Barbecue, Indian, Curried, Italian, Japanese, Latin American , Tai food

Michelob Ultra American Chicken, Chinese , Fish

Sierra Nevada American Poultry, salmon, Cheese (monterey/ Pepper Jack/Cheddar), Fish, Shellfish

Yuengling Lager American BBQ, beef, fish , italian food, latin american food, poultry

Flying dog American Cheese ( cheddar, monterrey, pepper jack) Saknibm BBQ, Grilled Meat

Blue Moon American Beef, Cheddar, FIsh, Poultry

Samuel Adams American BBQ, beef, cheese, fish, pasta, pork chops, poultry , Shellfish, Spicy foods

Sapporo Japan

Chinese Cuisine, Barbecue, Indian, Curried, Italian, Japanese, Latin American , Tai.. food

Heineken light American Chinese Cuisine, Barbecue, Indian, Curried, Italian, Japanese, Latin American , Tai, BBQ

Corona light Mexico

Chinese Cuisine, Barbecue, Indian, Curried, Italian, Japanese, Latin American , Tai, BBQ

Stella Artois Belgium BBQ, beef, cheese, fish, pasta, pork chops, poultry , Shellfish, Spicy foods

Miller Light American BBQ, beef, cheese, fish, pasta, pork chops, poultry , Shellfish, Spicy foods

Budweiser American Pan asian, Cheese (monterey/ Pepper Jack), Shellfish, BBQ, Indian, Latin American, Thai

Bud light American Sushi, Camembert Cheese, Barbecue, Fish, Italian food, Pork, Poultry, Shellfish

WINE & CHAMPAGNE BOTTLE SERVICE

Preparation

• Check that the glasses are polished and clean. Don't forget your sommelier!

• If the bottle needs to be chilled, be sure to get an ice container at the bar.

• Don't forget to ask the bar how many glasses you need.

• Bring the polished glasses to the table by putting the glasses between your fingers

• Place a glass in front of each guest.

Opening the wine bottle (go to youtube to better understand the steps below)*

• Present the label of the bottle to the guest while mentioning the type of wine, its fabrication date, and the aromas it contains.

• Cut the aluminum head at the bottom notch of the spout. Remove and place the foil inside your apron.

• Insert the corkscrew directly into the center of the cork and turn until there is one last turn left.

• Place the first corkscrew hinge on the rim of the bottle and lower the lever, repeat with the second hinge. Gently shake the cork back and forth until it releases from the bottle. Note to be, careful not to touch the rim of the bottle with your hand.

• Remove the cork from the corkscrew and place it next to the guest's glass (we do this so the guest can see that the cork is intact).

Bottle Service Tips

• Chat with the guest while you open the bottle, and ask if there are any questions about the menu.

• Always refill the glass when there is not enough wine/champagne in the glass.

• Once the bottle is empty, remove it from the table and ask if another bottle should be ordered.

• If there are 6 guests on the table, pay attention to the 3 oz rule because the bottle can finish before you can serve all 6. If there are more than 6 people at the table, make sure to tell the guest that 1 bottle will not suffice for all 6 people before ordering a new one.

Screwing Cap Bottle

• Hold the cork firmly and twist fully clockwise to remove the cork.

• Place the cork in your apron.

• Keep the cork in your apron until guests finish the bottle or leave.

For a more accurate description of the champagne bottle service please check out this link:

Open and serve champagne - By FoodandW ineService

https://www youtube com/watch?v=e4ySHQfXGrs

Opening Bottle of Champagne

• Present the label of the bottle to the guest while mentioning the type of wine, its fabrication date and the aromas it contains.

• Remove the aluminum, and place it in your apron.

• Untwist the iron wire.

• Gently twist the bottle cap, pointing the bottle away from guests' faces.

• Place in a bucket filled with half ice/half water.

• Fill the glasses halfway.

• Refill with the guest's approval

For a more accurate description of the champagne bottle service please check out this link:

Open and serve champagne - By FoodandW ineService

https://www.youtube.com/watch?v=e4ySHQfXGrs

Q&A section: Use this time to ask any questions you may have about the chapters above.

☐ Check off the box when completed

XVI-TAKEOUT AND DELIVERY SOP'S

PURPOSE

Outline the steps of service that are to be followed for every takeout order.

PROCEDURE

Taking the Order (In Person or Over the phone)

☐ Sincerely greets guest and introduce self.

◆ Over the phone: “Good (morning/afternoon/evening), thank you for calling the (name of institution) at (your location). This is (your name). How may I assist you?”

☐ Get the Guest’s pertinent information.

◆ First & Last Name

◆ Phone number

◆ Party Size

☐ Call the guest by name while taking the order.

☐ Recommended specifics starters, entrees, sides, and desserts.

☐ Ask which beverage the guest would like.

☐ Write down the order correctly, including any modifications.

☐ Repeat the order back to the guest (including modifications) to ensure 100% accuracy.

☐ Ask how many sets of silverware and/or chopsticks are needed.

☐ Provide an accurate quote and specific pick-up time (ie: Your order will be ready in approximately 25 min, at 7:15 pm).

☐ Informs the guest where to pick up their order when they arrive.

☐ Thanks the guest by their name before saying goodbye.

☐ Enter the order correctly into POS.

☐ For guests who place their order in person, offer a soft drink or iced tea while they wait. Don’t forget to charge them for the extra drink.

Bagging the Order

☐ Ensures each item is packaged in its proper container.

☐ Labels each dish with a sticker (if applicable) or by writing the name of the dish on the takeout container with a permanent black marker.

☐ Place takeout containers in the appropriate bag according to the Packing Takeout SOP (hot food with hot, cold food with cold).

☐ Mark each item off of the check (√) once placed in the takeout bag to ensure 100% order accuracy.

☐ For Gluten-Free Orders:

◆ Mark all Gluten-Free items with a red GF sticker.

◆ Include GF Soy Sauce (if the Guest requests soy sauce).

☐ Neatly place additional items (silverware, chopsticks, fortune cookies, wet naps, condiments, etc.) in a small takeout bag with a takeout menu, which is then placed inside the large bag.

◆ Use the party size to determine the appropriate amount of rice, the number of fortune cookies, wet naps, silverware, and chopsticks needed.

☐ Sign the bag tag and staple it to the outside of the bag.

☐ Prepare any kid's beverages or takeout beverages needed for the order.

Order Pick Up

☐ Prior to the guest's arrival, check the phone number for the order in the system to see if the guest is a rewards member. When they are, assign their member information to the check.

☐ When the guest arrives, provide a warm welcome, introduce yourself and ask the guest for their name.

☐ Check on the order and if it is not immediately available, offer the guest a complimentary soft drink or iced tea while they wait.

☐ Review the order with the guest and highlight any special accompaniments (lettuce, rice, etc.).

☐ Ask if the guest needs any extra sauces, silverware, chopsticks, or fortune cookies outside of what is already included in the bag.

☐ For orders that do not have a member assigned, offer to sign them up for the rewards program.

◆ For members, thank them for being a member and get their account information

◆ For non-members, provide a quick overview of the program and enrollment card with the program information. Encourage guests to enroll via text or website.

☐ Have the check printed and ready, use a check presenter to present the check.

☐ Process the check quickly according to cash and credit card handling procedures.

☐ Help guests with large orders.

☐ Sincerely thank the Guest by name and invite them back.

XVII-STUDYING THE MENU

PURPOSE

This section will focus on learning the menu to understand the composition of each dish (spice, sauce, ingredients), selling techniques, timing, suggestive selling, and upselling.

PROCEDURE

As a server or bartender, it is your job to go above and beyond to maximize sales every day.

When you practice the art of upselling, you will be able to sell larger amounts/more expensive foods and drinks to guests. Applying this will bring more income to the company you are working at. Not only will you participate in the growth of the company, but your tip percentages will also be larger.

When you learn to charm the guests, you will build your own clientele. When you show the guest that you’re not just a “regular old- stereotypical Caribbean” type of employee and provide them with a oneof-a-kind memorable experience, they will compensate you for a job well done.

On that note, it is important to know that server jobs pay small wages everywhere in the world, so the only way to get paid is to work the customers.

There are a few ways to sell yourself and the products on a menu.

1. Know your craft. Be a perfect server and bartender by applying all of the knowledge you’ve learned along this course specifically the SOPS.

2. Know the composition of each dish and drink served. All of the places you will work at through EÏA will provide recipe books. It is your job to absorb all that information and use it to your benefit when serving a table. When learning a menu, you must focus on the ingredients, the spices used, the name of the sauces used, and the chefs enjoying instructions.

3. There are many ways to use your menu knowledge to upsell:

a) Creating custom menus based on guest mood, culinary preferences, and palate.

b) Diversifying the choices based on the guest's budget and financial capacities.

c) Impressing the guest with your knowledge in the field.

d) Suggesting drinks, cocktails, after-dinner drinks, and desserts matching the hot dishes served.

e) Suggesting substitute spirits and offering premium cocktails instead of rail cocktails.

1. Daily specials. Each pre-shift, the shift supervisor will communicate any daily specials. Daily specials can pertain to discounted items, seasonal items, products that need to be sold because of their expiration date, in-house competition items, culinary-themed periods ( ei: burger week), there's a new item on the menu that needs exposure, etc. It is your job to use all the information provided in the pre-shift meeting to meet the said sales quota. Discounted items sell more easily, so use that to your advantage.

2. Suggestive selling and upselling. With your drink and food menu knowledge, suggest meals and drinks with a high price point. You can usually determine who you can upsell to by paying attention to the following:

a) People celebrating a special occasion like a birthday or a wedding anniversary

b) A couple on a date

c) Businessmen

d) Older individuals who look like they don’t mind going all out

e) People who order expensive items off the jump

f) People wearing flashy and expensive-looking outfits

Timing

Timing is particularly important because it will determine the cadence of the restaurant from the frontof-the-house service to the kitchen’s performance. Each recipe book includes a timing guide. You’ll have to learn this timing guide to provide a better idea of the preparation times for each menu item. Using this information, you will know exactly when your dish is ready so that you don’t let it sit too long in the expo area. There are also risks of overcooking food at the expo area if they are left too long under the light. Seafood should not be kept long under the heating lamps. That will also prevent the guest from waiting too long. Timing will also determine how you will ring in each dish. For example, you can ring in a steak dish when ringing in appetizers knowing that it will take at least 45 minutes to cook.

Q&A section: Use this time to ask any questions you may have about the chapters above.

☐ Check off the box when completed

*End of day 4*

Please take your days off to review, internalize and learn everything discussed during day 4.

☐ Icebreaker #4 Check off the box when completed

◆ Icebreaker #4 Topics:

• Where do you see yourself in 2 to 5 years?

• Do you have any hidden talents?

• What’s on your bucket list?

XVIII- ALLERGY PROTOCOL

It is our responsibility to make sure that guests' food is safe to eat, and free from gluten and any allergen they inform us of by following the procedures outlined below here.

1. A guest orders an item from the gluten-free menu section and informs you that they have a dietary restriction or allergy.

2. If we are aware of our guest's allergies before they arrive, we shall fill out five allergy sheets. The staff member is to pass these sheets to the hostess and all pickup stations including the service bar, the sushi bar, the hot kitchen, the salad station, and the pastry station.

3. It is important to ask the guest about the severity of the allergy. For example: for a sesame allergy, it is both sesame seeds and sesame oil, is using the same oil acceptable? (e.i.: for tempura dishes).

4. Once made aware of the guest's specifications, the staff is to reassure the guests by informing them that they will be specially taken care of and that their dishes will be prepared safely.

5. The server will inform the manager and the kitchen manager of this guest with allergies.

6. From there, the manager will run an allergy matrix* to determine what can or cannot be included in this custom menu. The server will then review the list of options with the guest and the guest will select which menu items they would like.

7. Once the guest has selected their meal or drink the server is to repeat the order with any additional specifications shared by the guest. The server will then proceed with reassuring that their meal we prepared safely.

8. The server will ring in the order and alert the expo. The server will write the allergy on the board in the kitchen with the following information:

a) Allergy/restriction

b) Table number

c) Seat number of the guest with allergy

9. The server will enter the allergy restriction on every ticket. For example: If you order ice cream, you have to enter information about a shellfish allergy on the ticket. Even if it's non-related.

10. Order appears in the kitchen.

11. The food is prepared safely in the kitchen by following culinary gluten-free and allergen protocols.

12. Order is dropped in the Expo window on a logo’d plate with any side sauces any red or different colored ramekin.

13. Four people need to verify each dish and ticket: The executive chef, the chef cooking the dish, the food runner, and the server.

14. The server needs to be at the table when the dish arrives. This is to ensure that the guests with the allergy are being taken care of properly. Pay attention to your table and the timing of the food and be ready to present the dish. When delivering the food, make sure to announce the dish by the menu name along with any allergy specifications and enjoying instructions.

15. Finally, both the server and the captain on duty/manager will follow up and visit the guest to make sure everything is perfect

NB: Pay attention! Allergies can be life or death. Take them seriously and know your ingredients. If an unfortunate situation leads to an allergic reaction, get the manager to contact the guest's immediate family, on-call doctor, or emergency services (only if requested).

☐ *Practice session* Pair up in twos and practice the delivery of an allergy-specific dish with your coworker.

☐ Q&A section: Use this time to ask any questions you may have about the chapters above. Check off the box when completed

☐ Icebreaker #6 Check off the box when completed

◆ Icebreaker #6 Topics:

• What has been the best day of your life so far?

• If you could only listen to one album for the rest of your life, which would you choose?

• You have 20 minutes to plan for the zombie apocalypse—what do you do?

XIX - COCKTAIL COMPOSITION

PURPOSE

This section will inform you about a traditional cocktail menu by giving details on recipes (spirit, mixer, ingredients, garnish), timing, prices, and access to reference photos.

Your instructor will review these recipes during the bar training. They will demonstrate how to build the drinks, how to dispose of the garnishes, and everything pertaining to building cocktails.

You are to learn every detail of the Cocktail Chart for the server skill out. Your cocktail knowledge will also be tested during the bar training so memorize everything shared with you on this table.

Q&A section: Take about 30 minutes to read over the Cocktail Chart. Make a list (write down) of the questions you have as you go. At the end of the 30 minutes take turns to ask your questions.

☐ Check off the box when completed

Frozen daquiri

Pina Colada

Frozen mojto

Birthday Shot

Blowjob shot

Chill stemmed cocktail glass

Build in blender

2 oz sour mix or ice cream/sherbet

1.5 oz rum

5 oz ice cubes

Ice, blend till smooth , pour

Garnish with full stawberry on rim

Prep Ice collins glass/ Hurricane

Build in blender

2oz white rum

1mango oz purée

1 tbs yogurt

2 cups frozen pinnaple

1 cup ice

Blend, Pour

Garnish with Pinneaple triangle and cherry

Prep Collins glass

Build in blender

2 oz white rum

1 oz freshly squeezed lime juice

2 tsp cane sugar (or any other sweetener - maple syrup, agave, coconut sugar,simple syrup etc.)

1 spoon of Noyau essence of vanilla 10-12 mint leaves

1 cup ice

Blend all ingredients above until smooth

Garnish a lime slice and a string of mint for garnish

Old fashioned glass or 2 shooter glass

Sugar rim/ Rim with sprinkles

Build in pint- add 1 scoop of ice

1/2 oz Frangellico (almond flavor fliqueur)

1/2 oz citrus vodka shake,strain and pour

Top whip cream and candle

Prep 1 shooter glass

Build in pint- add 1 scoop of ice

1/2 oz amaretto

1/2 oz Kahlua

1/2 bailey's Whipped cream on top

Old fashioned glass / 2 shooter glass/ on the rocks/ martini glass

Build in pint- add 1 scoop of ice 1/2 oz vodka

1/2 oz triple sec

1/2 oz fresh lime juice

Bailey's

KGB shooter

Swirl,strain,pour and serve Garnish with quarter lime slice Shooter Shooter 1-2 minutes 6 Very Tasty Recepee

Old fashioned Glass or 2 shooter glass

Build in pint- add 1 scoop of ice

Use the back of a bar spoon while pouring to create layers

1 oz Kahlua

1/2 oz Grand Marnier

1/2 oz Bailey's Irish cream

Swirl,strain,pour and serve

*Can be made as a layered drink

Old fashioned Glass or 2 shooter glass

Build in pint- add 1 scoop of ice

1/2 oz Midori 1/2 oz vodka

1/2 oz pineapple juice

Swirl,strain,pour and serve

Cocktail name Recepee

Kamikaze Shooter

K (Kahlua)

G (Grand Marnier)

B (Baileys)

Melon Ball Shooter

Sex on the beach Shooter

Bay breeze

Blue Berry Fizz

Blue Hawaiian

Caipirinha

Old fashioned glass or 2 shooter glass

Build in pint- add 1 scoop of ice 1/2 oz vodka

1/2 oz midori

1/2 oz Chambord

1/2 Pineapple Juice

Swirl, strain, pour and serve

Add sugar rim

Add cubed to rocks glass

Build in pint - add one scoop of ice

2 oz amaretto

1 oz lime juice

1 oz simple syrup

Shake, strain, pour

Ganish with orange twist and cherry

Ice Highball Glass

1 oz vodka

Fill with cranberry juice and pineaple juice (1/2 and 1/2)

Garnish with strawberry slice

Sip stick and serve

Ice Collins glass

Build in pint

1.5 oz vodka

Fill with bloody mary mix

Roll (from pint to glass twice)

Pour in serving glass

Garnish with stawberry and berry skewer

Straw and serve

Ice highball glass

Built in pint- add 1 scoop ice

3 oz of blueberry puree

1 oz fresh lime juice

3 oz of beefeater or gordon gin

Shake , strain, pour

Garnish 3 blueberries mint sprig, lime wheel on rim

Ice collins glass/ Hurricane 1.5 oz rum white

1/2 oz Day Kupper blue curacao

1 1/2 oz pineapple juice

3/4 cream of coconut

Shake for 20 seconds until it foams

Garnish with cherry and orange,straw and serve

Ice rocks glass (use shaker if customer wants drink straight up)

1 1/2 oz tequila 1/2 oz Kahlua Sip stick and serve

*White bull- Add 1/2 oz cream,roll,sip stick and serve

Rocks glass

Build in Pint glass- Fill with 1 scoop of ice

2 tsp sugar 1 lime, muddle

2 1/2 oz Cachaca (or white 2/3 rum 1/3 white tequila)

shake vigorously

Ice rocks glass and pour in Caipirinha

Garnish with lime , sip stick and serve

Chill stemmed cocktail glass or ice rocks glass

Build in Pint glass- Fill with 1 scoop of ice

1 oz vodka

1/2 oz tripple sec

1/2 oz lime juice

Splash of Cranberry juice

Strain into stemmed glass

Garnish with lemon twist

Amaretto Sour

Bloody Mary

Brave Bull

Cosmopolitain

Cuba

Kamikaze Cocktail

kir royale

Ice Highball glass

2 oz light rum

Fill with Coke Roll

Garnish with lime wheel on edge

Sip stick and serve

Chill stemmed cocktail glass

Built in pint- add 1 scoop ice

1.5 oz rum

2 oz sour mix

shake,strain,pour

Garnish with lime and serve

Ice collins glass

2 oz Gosling’s Black Seal rum (or Myers Dark Rum)

1/2 oz lime juice

Top with Ginger beer, to top (about 5 ounces)

Garnish with lime wedge

Chill stemmed cocktail glass or ice rocks glass

Build in Pint glass- Fill with 1 scoop of ice

1 splash dry vermouth

2 oz vodka oz sour mix

1Splash of olive juice

Stir and strain into stemmed glass

Garnish with olive and serve

Chill champagne flute

Build in pint glass- add 1 scoop of ice

1 oz gin

1 oz fresh lemon juice,

1/2 oz simple syrup

Shake, strain, pour

Top with champagne

Garnish with a lemon twist and berry

Chill stemed cocktail glass or ice rocks glass

Build in pint - add 1 scoop of ice

2 1/2 oz gin

1/2 oz fresh lime juice

1/2 oz simple syrup

Shake,strain, pour

Garnish with lime wheel

Ice rocks glass (use shaker if customer wants drink straight up)

Strain

Add cube glass

1 1/2 oz vodka

1/2 oz Amaretto

Garnsh with orange peel

Sip stick and serve

Ice rocks glass (use shaker if customer wants drink straight up)

1 1/2 oz vodka

1/2 oz triple sec

1/2 oz fresh lime juice

Sip stick and serve

Prep champagne coupe

3/4 full of white wine

1/2 oz creme de cassis/ chambord (rasberry liquor)

Garnish with berry and lemon twist skewer

Old fashioned Glass / martini glass/ 2 shooter glass

Sugar rim

Build in pint- add 1 scoop of ice

2 oz vodka

1/2 oz triple sec

1 oz fresh lemon juice, Lemon garnish

Shake, strain and pour

Libre

Daiquiri

Dark n' Stormy

Dirty Martini

French 75

Gimlet

Godmother

Lemon Drop

Long Island Ice Tea

Ice collins glass (2/3 full) 1/2 oz vodka

1/2 oz gin

1/2 rum

1/2 tequilla

1/2 tripple sec

Fill with 1/2 sour mix and 1/2 coke Roll

Garnish with lime wheel

Ice collins/Hurrricane glass

Build in pint- add 1 scoop of ice

1 1/5 oz bacardi light rum

1/2 oz triple sec

2 oz fresh orange juice

2 oz pineapple juice

1 oz Monin almond (Orgeat syrup)

Shake, strain and pour

3/4 NATURAL grenadine syrup

Garnish with cherry and pineapple wedge

Chill stemmed cocktail glass or ice rocks glass

Build in Pint glass- Fill with 1 scoop of ice

2 splashes of sweet vermouth

Add a dash of bitters

2 oz whiskey

Stir, strain into stemmed glass

Garnish with cherry and serve

Add sugar rim to rocks glass- fill with ice

Add 2 lime wheels inside of glass- set aside

Build in pint- add 1 scoop of ice

1 1/2 oz agave nectar

1 oz fresh lime juice

chill stemmed cocktail glass or ice rocks glass

2 oz patron tequilla shake, strain, pour

Garnish with lime wedge

Build in Pint - Fill with 1 scoop of ice

1 oz dry vermouth

2 oz gin

Stir

Strain into stemmed glass

Garnish with olive skewer and serve

* Extra dry martini- 1/16 of dry vermouth

Chill Champagne flute 1/2 oz triple sec

1/2 full champagne (Andres) 1/2 full natural orange juice

Prep collins glass

Build in pint

Muddle 4-5 limes with 5-6 mint leaves with 2 oz simple syrup

Add 1 scoop of ice

Add 2 oz of white rum

Shake and pour

Top with soda water and symple syrup

Garnish with lime wedge and mint sprig

Straw and serve

Rocks glass

Build in pint glass- 1 scoop of ice

1 oz gin

1 oz sweet vermouth

1 oz campari

Add cubed ice to rocks glass stir,strain, pour

Garnish with orange twist skewer

Old fashioned glass or 2 shooter glass

Build in pint- add 1 scoop of ice

1/2 oz Jagermeister

1/2 oz peach schnapps

1/2 oz cranberry juice

Swirl, strain ,pour and serve

Mai Tai

Manhattan

Margarita

martini

Mimosa

Mojito

Negroni

Red Headed slut

Rhum Sour with egg

(ask the client if he wants it with eggs or simple)

Add sugar rim

Add cubed to rocks glass

Built in pint- add 1 scoop ice

1 1/3 oz premium rum

3/4 oz fresh orange juice

3/4 oz fresh lime juice

1/2 oz simple syrup

1/2 egg whites

strain into pint glass

Dry shake vigourously to create foam -shake (without ice) in the shaker

pour into ice-filled rocks glass

Garnish with orange zest twist (placed inside the cup) and 3 dots of Angostura Bitters

Chill stemmed cocktail glass or ice rocks glass

Build in Pint - Fill with 1 scoop of ice

1/8 oz sweet vermouth

Add dash bitters

2 oz scotch

Stir and strain into stemmed glass

garnish with cherry and serve

*Dry Rob Roy -Dry vermouth instead of sweet and an olive garnish

*1/8 oz dry vermouth and 1/8 oz sweet vermouth and a lemon twist garnish

Ice 3/4 Red Wine glass

Build in pint

1 oz Absolut Mandrin Vodka

2 14 Hands Merlot

1 Oz Fresh Orange juice

1 Oz Ocean Spray Cranberry Juice

0.5 Simple Syrup

Roll (Without Ice) and Pour

Garnish with 2 Strawbery Quarters, Orange Moon & Cherry (Dropped in)

Ice Highball Glass

1 oz Southern Comfort

Fill with cranberry juice

Garnish with lime

Sip stick and serve

Ice Highball Glass

1oz vodka

Fill with orange juice

Garnish with orange and cherry

Sip stick and serve

Ice Highball Glass

1 oz vodka

Fill with cranberry juice and shaddock juice (1/2 and 1/2)

Garnish with line wheel

Sip stick and serve

Collins Glass

1/2 oz vodka

1/2 oz midori

1/2 oz Chambord (rasberry flavor)

1/2 Pineapple Juice

Swirl, strain, pour and serve

Sugar rim (optional) - stemmed glass or coupe glass

Built in pint- add 1 scoop ice

1 1/2 oz brandy or cognac (upsell remy martin or henny)

1/2 oz triple sec (use cuantro from premium drink)

1 1/2 oz sour mix

Shake, strain, pour

Garnish with cherry and orange and serve

Rob Roy

Scotch Mahattan

Sangria

Scarlet O' Hara

Southern Chick

Screwdriver

Sea Breeze

Sex on the beach cocktail

Real (Rasberry > Chambord)

Sidecar

Brandy Tastes Strong

Sour Aple

Martini

Tequilla Sunrise

Tom Collins

Virgin Margarita

Virgin Mojito

Virgin Piña Colada

Chill stemmed cocktail glass or ice rocks glass

Build in Pint glass- Fill with 1 scoop of ice

1 1/2 oz vodka

1/2 oz sour apple Liqueur (pucker)

Strain into stemmed glass

Garnish with green aple slice or cherry, and serve

Ice collins glass

1 oz white tequila (upsell represado tequilla)

Fill with orange juice-almost to top

Top with 1/2 oz grenadine

Garnish with cherry and orange Straw and serve

Ice collins Glass 1 oz gin

2 oz sour mix

top with soda water

Garnish with cherry and orange , straw and serve

*variations

Vodka collins-vodka

John collins -whiskey

Joe collins-Scotch

Mike collins-Irish whiskey

Add sugar rim to rocks glass- fill with ice

Add 2 lime wheels inside of glass- set aside

Build in pint- add 1 scoop of ice

1 1/2 oz agave nectar

1 oz fresh lime juice

1 oz ginger puree shake, strain, pour

Top with Soda Water

Garnish with lime wedge

Prep collins glass

Build in pint

Muddle 4-5 limes with 5-6 mint leaves with 2 oz simple syrup

Shake and pour

Top with Ginger Beer, soda water and symple syrup

Garnish with lime wedge and mint sprig Straw and serve

Prep Ice collins glass/ Hurricane Build in blender

1oz pinapple purée

1 tbs yogurt

3 cups frozen fruit

2 oz of coconut mix

Blend, Pour

Garnish with Pinneaple triangle and cherry and umbrella

Old fashioned glass or 2 shooter glass

Build in pint- add 1 scoop of ice

1/2 oz vodka

Watermelon Shooter

Whisky / Rum

Sour No egg

1/2 oz Southern Comfort

1/2 oz creme de almond/ noyeaux

1/2 oz pinnaple juice

Swirl,strain,pour and serve

Add sugar rim

Add cubed to rocks glass

Build in pint - add one scoop of ice

2 oz whisky

1 oz lime juice

1 oz simple syrup

Shake, strain, pour

Ganish with orange twist

Godfather

Ice collins glass 1 oz vodka

Fill with cranberry juice

Top with 1/2 peach schnapps

Garnish with lime

Straw and serve

Ice (1/2 full) collins glass

Built in pint- add 1 scoop ice

1/2 oz light rum

1/2 oz dark rum

1/2 creme de almond

1/2 oz triple sec

fill with 1/2 oz sour mix and 1/2 oz orange juice Roll

Top with 1/2 oz flavored high-proof rum, Garnish with cherry orange , straw and serve

Ice Rocks Glass (use shaker if customer wants drink straight up)

1 1/2 oz vodka 1/2 oz Kahlua

After Diner

Garnish with cherry Sip stick and serve

Ice rocks glass (use shaker if customer wants drink straight up)

1 1/2 oz scotch

After Diner

1/2 oz Amaretto

Sip stick and serve

Chill stemmed cocktail glass

Build in pint- add 1 scoop of ice

1/2 oz clear dekuyper creme de cacao

1/2 oz green creme de menthe

2 oz coconut cream

After Diner

Shake , strain, pour Garnish with chocolate powder Serve

Old fashioned glass- no ice or CUBED ice Dash bitters

1 bar spoon of brown sugar

Muddle a cherry and an orange slice

Add CUBED ice gently while placing orange peel garnish inside of the glass

After Diner

2 oz American whiskey Sip stick,serve

Ice rocks glass (use shaker if customer wants drink straight up)

1 1/2 oz scotch

After Diner

1/2 oz Drambuie

Sip stick and serve

Chill stemmed cocktail glass

Build in pint- add 1 scoop of ice 1/2 oz Kahlua 1/2 oz Amaretto 2 oz cream

After Diner

Shake,strain,pour and serve

Ice Rocks Glass (use shaker if customer wants drink straight up)

1 1/2 oz vodka 1/2 oz Kahlua

Sip stick and serve

Add 1/2 oz cream, Sip stick , serve

Woo Woo

zombie

Black Russian

Grasshopper

Chocolate menthe Creme or Crazy Green Cricket

Old Fashioned

Rusty Nail

Toasted Almond

Almonds Crunchy

White Russian

XX - TIME MANAGEMENT

Every cocktail or food order has a specific preparation time. Here’s what to keep in mind in regards to timing:

• Drink timing information is available in the cocktail-recipe chapter.

• It is essential to delegate tasks as much as possible if ever you are running low on time. Ask your managers and your teammates for help without exception.

• In order to maintain a proper cadence in a restaurant, time management is essential. You must know how long it takes to prepare a drink or a dish to maintain a punctual service. Here are a few common dishes and the amount of time it takes to prepare them:

*End of day 5*

Please take your days off to review, internalize and learn everything discussed during day 5.

XXI- SKILL- OUT #2

For this skill out you will be tested on:

• Beer knowledge test (written)

• Wine knowledge test (written)

• Most common dishes and timing (written)

• Allergy protocol (written)

• Cocktail composition with acronym (oral)

• Opening a wine bottle (physical)

On skill out days bring your laptop or a tablet with you to take the tests online discussed during day 6.

Q&A section: Use this time to ask any questions you may have about the chapters above.

☐ Check off the box when completed

*End of day 6*

Please take your days off to review , internalize and learn everything discussed during day 6

☐ Icebreaker #7 Check off the box when completed

◆ Icebreaker #7 Topics:

• Do you have an easy time asking for help?

• Are you an early bird or a night owl?

• Whats your favorite cocktail?

XXII - COMMUNICATION WITH FOH AND BOH STAFF

When walking around the floor it is essential to be very vocal to prevent any accidents. Here are some terms you can use:

Action

Term to yell out

Arriving at a cor ner Cor ner

Arriving with a hot plate

Behind, hot, hot, hot!

When asking the chef to prioritize a dish Expo (expedite) cheesecake!

When asking a fellow employee to bring a dish to a table

When something runs out

Run the chicken dish to table #1 please

86 coca cola or 86 cheesecake!

When arriving behind a fellow coworker Behind!

When passing through a doorway Coming through! Coming through

When there is a spill, stand next to it and signal your coworker for them to grab the cleaning tools. You will signal your coworker using three fingers in the shape of a “W” to signal a spill.

XXIII - BEING YOURSELF AND HAVING A SIGNATURE

It is imperative you develop your own style when working on the floor. Each of the brand reps has to leave an impact when interacting with the guest.

Practice your social skills by making the guest laugh, teaching them something, charming them, doing a magic trick, being their confidant, etc, be creative!

When you apply this technique, you will create personal relationships with the guests. Eventually, some guests will ask you to serve them and they will become your regular guest. Having regular clients means that guests are loyal to the institution. That means recurring sales, larger tips, etc..

☐ Practice session (45 minutes) - Pair up and twos and practice your signature pitch with your coworker. Roll play.

XXIV - POS (POINT OF SALES) SYSTEM TRAINING

This section will give you details on how to use our selected POS system for ordering and administrative purposes.

We will be working in tandem with LAVU pos system. All of the reps will be trained to use this system. All of our consulting customers will be required to upgrade to LAVU to work with us.

The LAVU system was thoroughly screened for all the best features you can find in a POS system for a hospitality venue. The choice was made carefully.

Short demo for server and bartender use : Open POS demo- By Lavu IPad POS

https://www.youtube.com/watch?v=yJXwFQQ3iaY

XXV - SIDEWORK

What is sidework?

Sidework are the tasks the FOH and BOH staff must complete in addition to their basic duties. When everyone thoroughly completes their sidework tasks, the staff becomes better prepared to welcome guests in their establishment. It will also help prevent a shortage of material on the floor.

Sidework Rules

The shift captain will verify that these requirements are met before the employee can clock out of their shift.

Once the tasks are completed, the staff member will sign their name on the worksheet in the presence of the shift captain.

For the sidework associated with the server, the captain will assign you a minimum of 4 or 5 tasks to distribute the work.

In case of non-submission (i.e. if there is resistance) of the sidework, a note will be added to your file. After the second note, the staff member will be subject to a warning letter from Human Resources. After the third note, the latter will be subject to a suspension letter of 1 or 2 days.

Sidework Details for Servers

Pre-shift

Clock in

W ipe restaurant tables and chairs

Check the cleanliness and accuracy of table numbers

Clean the hostess podium

Place the menu sheets inside the menu holders

Fill stations with silverware, plate and disinfectant wipe to disinfect tables

Prepare the teas - place the order in the kitchen, place the hot tea at its station

Fill the pots with water

Roll the silverware

Place menus on the server station

Place the serving trays on the server station

Check table condiments and/or condiment station

Check drink station for cups, lids, and straws

Make coffee and iced teas

Light table candles and votives

Unload clean dishes and place them in appropriate stations

Set up outdoor tables (if applicable)

During the shift

Ensure guest satisfaction

Help each other as much as possible

Check and refill server stations during service

Clean tables and floors

Report 86

Arrange the server station

Take inventory and alert management when products run low

Tidy up menus

Post shift( this list can be completed during the shift)

50 pieces of polished and wrapped silverware

50 polished tablespoons

50 pieces polished dessert spoons

50 polished plates

25 polished cups + 25

polished saucers

25 glasses of wine

25 polished champagne glasses.

Fill 20 sugar bowls

50 glasses (Collins glass)

50 glasses (shot glass)

20 (mule cups)

30 Disinfected Trivets

30 sanitized coasters

Fill with salt and pepper (10 of each)

Clean the water pots

Clean Server Stations

Clean tea and coffee pots with boiling water

Brush the pool table

Cover equipment (game tables, etc )

Disinfect play stations with a wipe

Clean serving trays

Clean tables in your section

Restock low condiments and napkins

Extinguish table candles and votives

clock out

XXVI- SKILL OUT #3: PRACTICE & LIVE SIMULATION

The simulations will focus on the following. The practice and the live sessions will last 1 hour each per person and will be split between two different days

• Suggestive selling and upselling

• Communication FOH and BOH staff

• Being yourself

• POS orders

• SOP’s

• Timing and accuracy of orders

• Table etiquette and behavior on the floor

• Creating a custom menu.

• Ability to suggest dishes based on guest preferences

On skill out days bring your laptop or a tablet with you to take the tests online.

*End of day 7 and 8*

Please take your days off to review , internalize and learn everything discussed during day 7.

☐ Icebreaker #9 Check off the box when completed

◆ Icebreaker #9 topics:

• What do you do to beat stress?

• Are you a listener or a talker?

• What are your interests outside of the class that would bring a lot to our team?

XXVII - PHONE ETIQUETTE

All members of the team responsible for answering the phone must use the script below to record the phone.

Salutations:

Hello, thank you for calling [INSERT COMPANY NAME.] My name is [INSERT NAME]. How can I help you today?

Good byes

Thanks again for calling, you have a great end of your day

Transfer:

Thank you for your call today. Based on what I’ve heard, [INSERT NAME] from [INSERT DEPARTMENT] would be the best person to help you with [INSERT ISSUE]. I can transfer you now if you’d like.

Putting Calls on Hold

While I resolve the issue, may I please place you on a brief hold?

Taking Messages

Here are some essential details to capture on the call:

• First and last name

• Guest status (existing or potential)

• Reason for calling

• Who they need to speak with

• Urgency level

• When and how they prefer to be contacted

• Best contact number in case they get disconnected

XXVIII -TIPS & TRICKS FOR AN IMPROVED PERFORMANCE

Here are things to be aware of and to keep in mind while working on the floor:

• When handling tough guests, always assess the problem, try to resolve it, and report to a manager.

• When managing a large table (8 or more), make sure to have an assigned buddy to help you keep track of the orders (using seat numbers and other references).

• With large tables, ensure to ask the guest if their party will be paying separately or as a group.

• Guests are not allowed to be rude to you or harass you in any way. If you feel unsafe, report it to the manager immediately.

• In case of spills/breakage, step next to the breakage and signal your teammate for assistance.

• When feeling overwhelmed, make sure to ask for help, whether it is from the FOH staff or a manager.

• Urgency, urgency, urgency! You should always be staying busy. When you are leaving the floor, carry something to the back with you (e.i: a dirty plate, empty water pitcher, etc.), when you are coming from the kitchen, bring something out with you ( a coworker's dish for a table, a drink order, etc.).

• When a guest asks you for the bathroom or another accessible room, make sure you walk them to their destination.

• When a guest walks towards you, make you stop at least 2.5 feet away and allow them to pass.

• Always look behind you when opening a door in case someone is following you.

• Never serve a drink or a dish without a tray. Unless it is an extra large plate.

• When a guest is walking towards you, make sure you look at them, establish eye contact, and smile.

• We do not reveal our identities to people we do not know.

• We do not reveal our roles in the company to the public. We are all brand representatives.

• When ringing up a specific instruction on the POS (i.e: Virgin Mojito, Gluten free meal, etc.) the chef or the bartender will always indicate this change using a different garnish. This new garnish will serve as an identifier to distinguish allergy-specific dishes or drink specifications. This is why it is important to know what each dish and drink looks like, including the ingredients they contain and how they are supposed to be presented

• Sometimes there is someone in charge of the EXPO. The EXPO guy is in charge of making sure the chef did not make a mistake when preparing a dish. It is his job to double-check for allergies, ingredient specifications, and final presentation.

• Note, If ever there isn’t a specific EXPO guy, it is YOUR job to double-check with the chef or the bartender. It is also your job to check the dish's final presentation and to report a missing item to the dish or drink.

• If you a guest asks you a question you do not know how to answer, tell them you will check with the manager or chef for accuracy. This is the only time you can pull out your phone to research an answer in case you can resolve the problem yourself. Make sure you are in the back room when using your phone for this purpose.

• If you are having some delays with an order, make sure to communicate that to the guest. If there was a major delay, make sure to report it to the manager so that the manager can personally stop by the table and excuse themselves for the inconvenience.

• Managers can also comp or bring a gift to a guest in case of a birthday, unhappy guest, or incorrect order.

• DO NOT hover in the bar or cashier area. Only two people at a time should be behind the bar (a cashier, bartender, or barback).

• DO NOT hover in the bar or cashier area. Only two people at a time should be behind the bar (a cashier, bartender, or barback).

• Do not allow guests or stakeholders to smoke in the kitchen or stock area.

• If a guest asks to raise the music volume, politely let them know we are unable to do so, as it makes it hard for us to hear each other. The rule of thumb to follow: if you feel like you or the guest are over-exhausting over-exhausting yourself to talk and hear each other, well the volume is too loud.

• Last call is always 15 mins before close time.

• Do not give away free drinks or free shots unless you get authorization from a manager and ring it up on the system.

• Do not drink on the job.

• Do not play favorites.

• Do not gossip.

• Do not solve people’s problems, stay as neutral as possible.

• Do not become involved in anything controversial like politics, religion, and social issues that should never be discussed on the floor or behind the bar.

• Do not date the guests.

• You need to practice your memory skills in this role.

• Maintain good posture, body language, and hygiene regimen.

• If a table has not been greeted, make sure to do it for your coworker.

• Always stick to your assigned section.

• Always ask questions, be curious whether it is with a coworker or a manager.

• Whether you are speaking to a guest face to face or over the phone, it is imperative that you wait for the guest to be done speaking before replying. If your conversations overlap, wait until the guest is done speaking to reply.

• Eat at least 1 hour before the shift

• When handing cash to the guest, make sure it's placed in a cash presenter, it is unfolded, and tidy. Do not hand scrunched up, wrinkled cash to the guest.

• When handing the check to the customer, place the check book at the center of the table. We want to make sure that the person in charge of paying the bill can grab it themselves*

XXIX - POOL VS INDIVIDUAL TIPS

Depending on the establishment where you will work, there will be two types of tipping systems. When working with a guest, we will impose one of the two systems to allow everyone to get paid for their hard work, especially the bartenders, bussers, and food runners that do not have the opportunity to interact with guests on the floor.

Some establishments give you access to your tips on the same day in cash. Others will send you a direct deposit on your account on payday. All direct deposits should include your salary and tips.

Make sure you have a bank account to receive your tips.

More information on end-of-day reports is available under the POS training chapter on the page.

Pool Tipping

The pool tip system requires the employee to record their credit card and cash tips on the end-of-day report. Everyone’s tips will be added to a large pool and on payroll day the tips will be split in percentages. Do not worry, the tips will be split efficiently.

Individual Tips

This system also requires you to record your cash and credit card tips on the end-of-day report. The only difference is that you will have access to all of your tips.

You will be required, however, to tip in percentages. For example, say a server makes $150 in tips. To fairly split tips between employees, we will follow this breakdown:

10% of beverage sales goes to the bar – $15

5% of food sales goes to the busser – $7.50

2% of food sales goes to the hostess (if present) – $3

2% of food sales goes to the food runner (if present) - $3

XXX - TAM'S & DISADVANTAGES OF OVER-SERVING ALCOHOL

What are the Techniques of Alcohol Management?

TAMS provides risk management tools that should be used by all alcohol beverage licensees to reduce risk and liability, and control the day-to-day operations of their business.

What You Need to Know:

• A guest is most likely to be inebriated depending on the following factors:

◆ If they have eaten

◆ If they are drinking water

◆ The amount of alcohol consumed

• The following factors also affect the levels of alcohol in a beverage:

◆ Drink temperature

◆ Bubbles (i.e.: coke, sprite added, champagne)

◆ Amounts of sugar

◆ Drinking directly from a straw vs directly from a cup

◆ Amount of ounces of liquor served

◆ Serving premium shelf liquors vs rail/cheap liquors

◆ Mixing types of drinks such a wine, beer, cocktail in one setting

• It is illegal in certain countries to serve more than 2 oz of alcohol per drink. Some countries stop serving alcohol past midnight.

• In some countries, they have a special undercover police who investigates how institutions serve their guests. Thus employees must always conform to the state alcohol serving laws

• It is strictly forbidden to serve people under the age of 18.

The Disadvantages of Over-serving Alcohol

• Risks poisoning the guest

• Risks of car accidents if the guest is driving home

• Losing control of a guest

• When a drink is too strong, it becomes very hard to enjoy it, especially with a meal. You will notice the guest drinking very slowly or being in pain while eating. Sometimes they can’t finish the drink and leave it on the table.

• The issue with drinks that are too strong are many: firstly, the guest is going to have a bad time, there will be waste, and the guest will most likely not purchase a second drink (which impedes the opportunity to sell another drink to the guest). All these factors stain the reputation of the venue and your opportunities to push your sales quota.

Thus it is imperative that you don’t serve more than 2 oz of alcohol in each cocktail. Some cocktails, like the long island iced tea, make the exception. Any additional shot must be added to the bill.

Here are two ways to assess if a guest has had too much alcohol:

SIR METHOD

You may come across a person who has been drinking alcohol and is showing signs that they have been drinking. They may have slurred speech, watery eyes, staggering, swaying etc. If a person is showing any of those signs, you cannot serve them more alcoholic drinks.

One method for determining whether you should provide alcohol to a guest is the “SIR Program”. “SIR” stands for:

“S” – Size them up. First, determine whether the guest is over the age of 21, which is the legal age to purchase, possess or consume alcohol. This is also an opportunity to determine whether a guest is already intoxicated.

“I” – Interview the guest. By making conversation, observe whether the guest exhibits signs of intoxication such as slurred speech or difficulty making decisions.

“R” – Rate the individual. Determine whether the individual may already be intoxicated. Remember that a person can be intoxicated at any time of the day. If you determine that the guest has already been drinking, that guest should not be served more drinks.

MAAM METHOD

Once the “SIR” method has been used, if you determine that the person is displaying signs of intoxication, the “MAAM” method may prove helpful. “MAAM” stands for:

“M” – Move the alcohol. Take the alcohol out of the person’s reach. This technique shows that you aren't going to allow them to keep consuming.

“A” – Assert the law. Inform the person that state law prohibits you, as the server, from serving them more alcohol.

“A” – Attitude. Maintain a proper attitude. The server's responsibility is to remain in control, cool, calm, and professional.

“M” – Move on to the next guest. Remember, if you are not going to serve them because they are intoxicated, you cannot allow them to remain on the premises.

If a guest starts yelling at you or gets physical, you should request additional help. You can ask for help from another employee, a manager, a bouncer, or if you need to, call the police.

When a guest is too intoxicated offer food and water, make sure they have a safe way home and offer a snack while the guest drinking

*End of day 9*

You have worked hard over the past few days hence an early dismissal. Take this time to review and practice what you have learned so far with the help of your classmates.

☐ Icebreaker #10 Check off the box when completed

◆ Icebreaker #10 topics:

• If you could acquire any superpower, which one would you want and why?

• What's your favorite movie general?

• What role do you best fit into on a team?

XXXI - MENU PRESENTATION

How to do a Beverage Menu Presentation:

• Approach the table with a wine list in hand.

• For a large party, identify and approach the host first. If time permits, get this information from the host or hostess.

• Open the beverage menu and briefly explain the different selections. Do not be a robot! Start a conversation. The goal is to find out from the guess what they are interested in and to build a connection during this initial interaction.

◆ Example: Are you familiar with the restaurant, have you had the opportunity to dine with us before?

• If yes, then welcome them back. If not, welcome them to the institution and continue with the beverage menu presentation.

• This is a script example for you to follow:

◆ “This is our beverage menu. The first page highlights our exclusive [type of beverage] selections. We have some amazing choices and I would be happy to recommend a selection for you. (Turn the page). Here we have a list of wines and champagnes by the glass. (Turn the page). The next section features our handcrafted specialty cocktails (point out one of her two favorites if the guest seems interested). We also have wines by the bottle and a wonderful selection of whiskeys.”

• Continue with offering water and a small bite before leaving the table: “Do you prefer Fiji water, ice water, or sparkling water this evening? Would you care for a small bite while looking over the menu, we have options of chicken wings, calamari, or shrimp tempura.”

• I will be right back with the dinner menus.

• This is just one example, to give you an idea, with the understanding that you will be old upon this and develop your own style.

• Make sure to take the drink orders before offering dinner menus. Give your menu presentation. Do not hand menus until you finish speaking. Make sure to explain the EÏA style of service.

Menu Mapping

• Most first-time guests are not aware of how to get the best dining experience when arriving at a venue. A lot of them will order things that they are already familiar with so that they don’t make the wrong choices and spend their money in vain.

• This is where the server comes in. You must ensure that the guest has a fantastic experience by informing them about the menu and our style of dining. How do we do this you ask?

• You can start by ordering for your guests. It takes knowledge and confidence to make the guest feel comfortable enough to trust your choices, but most will follow if you assure them that they are in good hands. Doing all the ordering for the guest is recommended but is not always possible. Even in this situation we still need to map the menu to help our guests have the best experience possible.

• The second way is by explaining the menu layout to the guest. This involves pointing out the different sections of the menu and the suggested path to take (i.e.: “These are the signature dishes we recommend starting with... Next, we suggest our shareable signature hot dishes, and finally finish your meal with sushi.”).

• Ordering for the guest is an integral part of your job and each server should be able to do this with ease. You will learn how to identify different palate types by asking the “five big questions” that come in hand when menu mapping.

The Big 5 Questions

The following five questions must be asked whenever creating a custom menu:

1. Do you have any food allergies or dietary restrictions? Remember allergy and dietary restrictions are not the same.

2. Do you like spicy food? What level of spice?

3. Does everyone like raw fish? Is shellfish OK?

4. Are you interested in having any meat?

5. Do you have any time constraints?

☐ Practice session: freestyle day. You will end this day early, take advantage of this extra time to practice whatever you learned so far. Spend time on SOP’s and memorizing cocktails recipes.

*End of day 10*

Please take your days off to review , internalize and learn everything discussed during day 10.

☐ Icebreaker #11 Check off the box when completed

◆ Icebreaker #11 Topics:

• What interaction did you experience that particularly irked you recently? How do you think it could have been prevented?

• What type of partner would you choose to balance yourself out?

• What skills do you wish to learn in the near future?

XXXII - COMP, QSA, VOID

Substitutions, and Spending Dishes Back

Servers should make reasonable substitutions and accommodations for guests' requests. If necessary, use your knowledge and politely explain why you are unable to accommodate certain requests, and always attempt to offer an alternative option. If the guest is unhappy with a dish, inquire about the problem, send the dish back, and inform the chef and management.

Comp, QSA, and Void

A comp is when a manager wishes to send a complementary dish or a drink to a guest in the house. Only managers can choose to send gifts and complementary items. Comp items are accounted for on the guest check with a 0$ charge.

QSA is when a mistake or an error has been made by the chefs or FOH staff. ALL QSA’d items are removed from the guest printed check while remaining in the computer system in order to appropriately cost out the error.

A void is when a wrong order has been entered but has not been made and the restaurant does not experience any loss. Voids do not show on the guest check or in the computer system once removed. For any above scenario, print out a copy of the check, circle the items, write comp, QSA, and the details or void at the top of the check. Hand it to the manager on duty.

Before dropping the check, make sure the item has been dealt with by the floor captain or manager.

XXXIII - BUSSING TABLES, TRAY & PLATE CARRYING TECHNIQUES

Busser Purpose and Responsibilities

Bussing is an important aspect of the service that is often overlooked by restaurant owners and managers. Perhaps it’s because business owners think guests don’t pay attention to the little things like how a table is cleared or when a water glass is topped off.

If we do not have a bussing staff with us, it is our job to clear out and maintain our tables. We are to If we do not have a bussing staff with us, it is our job to clear out and maintain our tables. We are to:

◆ Clean tables of dirty/empty plates, glasses, etc.

◆ Reset tables

◆ Refill waters

◆ Run drinks

◆ Clean, maintain, and stock gueridons throughout the shift

◆ Polish cutlery, plates and glasses

◆ Help other servers if needed

◆ Help run food

◆ Support the rest of the floor once your section is maintained

How to Buss a Table:

• Memorize table placements. One of the most important tasks of a busser is memorizing tables and their placement throughout the restaurant. You wouldn’t want a waiter to say “Table 8 needs cleaning” and not know where it is!

• Learn how to read guests’ behavior. Take a look at your guests– if they are frazzled and seem to be in a rush, or if they are eating at a leisurely pace. Rushing to clear unfinished plates too early or leaving a bunch of dirty plates for too long after guests are finished can negatively impact their experience.

• Carry only what you can handle. While carrying multiple plates can seem time-effective, you don’t want to risk breaking items or dropping them on the floor, which can disrupt the guest experience. Carry what you can handle, and avoid using dish trays to collect dishes when guests are around. Also, try not to stack dishes to the point where it can be hazardous.

• Clear plates as courses start to come in. If your guests are eating a multi-course meal, clear plates in the order that they were sent— so if your table has appetizer plates, you’ll want to clear them before the entrees roll in. This also includes cutlery— so if a table is ordering dessert, you’ll want to remove items like steak knives and sauces.

• Top off any beverages/bring any extra utensils.

• Thoroughly clean and reset each table after guests leave. Ensure that tables and condiment containers are wiped down thoroughly. Reset the table with cutlery, make sure plates and glasses are in the proper position on the table, and sweep the floor if needed. Bussers should also wipe down condiment containers and any items on the table.

Plate and Tray Carrying Techniques

To have a clearer understanding of how to carry multiple plates at a time check out this link: How to carry plates by Dusit Education https://www.youtube.com/watch?v=R2TDnErsHBs

☐ Practice session (Check it off as you complete the task). Take this time to practice carrying:

☐ 1 plate on a tray and dropping it off at a table

☐ 2 plates on a tray and dropping it off at a table

☐ 3 plates on tray , and dropping it off at a table

☐ 2 plates on using your hands and dropping it off at a table

☐ 3 plates using your hands and dropping it off at a table

☐ Carrying and dropping it off at a table

☐ Serving water while carrying glass tray

☐ Walking with stemmed glassed on a tray and

☐ Q&A section: Use this time to ask any questions you may have about the chapters above. Check off the box when completed

Resetting a table

There are many ways to reset a table, each set up depends on the venue's preferences. However there is a standard way to set up a formal table. Here is how:

XXXIV - PRE-SHIFT RULES

What is a pre-shift?

A pre-shift session is a meeting that occurs before meal service in a restaurant or event. During this meeting, the manager on duty huddles up their team to relay important updates, coach them, give advice, and get the team excited for the upcoming shift. The pre-shift usually lasts up to 15 minutes.

Pre-shift rules

In a restaurant setting you must:

• Be on time

• Clock in before the meeting

• Be fully dressed with all your equipment

• Stand up at the start of the pre-shift meeting

• No chewing gums, phones or other distractions

• Keep quiet and remained focused on the updates

• Attend pre-shift meeting

In an event setting you must:

• Be on time for pre-shift tasks

• Clock in

• Acquire side work information

• Do the sidework

• Get dressed (after your side work is completed)

• Attend pre-shift meeting

• Also stay focused and be respectful of the person conducting the pre-shift

Pre-shift Template/Guidelines

Date:

Event Name: Preshift

Time:

Service staff (attendance)

Attendance complete

Assign sidework

Use expo markers to check off your list

Verification work materials

Pen (5)

Hand sanitizer

W ine steward

Lighter

Unifor m verification

Notebook Apron Distribution of notepad

Pants Shirt Belt

Attached hair Nails

Preshift service staff discussion ( interactive session) :

Previous discussions /refresher

Discuss updates & changes that can be made to help improve the venue ' s perfor mance and cadence

Lear n something new about foods and drinks in the house

Most popular drinks in the house

Recipes

Daily food and drink specials

86 items / Items that are almost out of stock

Section assignment

About today

Assigned food runner & captains

Natural juice of the day

Announcements:

Quantity of guests/ guests expected

Push Shisha and Cigar sales

Expectations

Dish of the day

Currency rate of the day

Always ring up your orders on the POS before bringing them to the guest so you don’t lose track of your sales

Do not forget to add gar nish/instructions when ringing up the orders on the POS

Communicate, help each other,be happy, speak loud and eloquently so the guest can hear you

Leave your problems at home

Help each other out as soon as possible

On slow days pay attention to details,converse and get to know your customers more

Captain Personal speech

Sales goals / daily sales competition goals and rewards

Words of encouragement/ observations

XXXV - HOUSE RULES, WARNINGS & OTHER ADVICE

Schedules, Punctuality, and shift Rules

• Being on time means being 15 minutes early.

• You must indicate the exact time of your arrival and departure accompanied by your signature on the attendance sheet when clocking in.

• You also need to clock in and clock out directly on the POS system. The system will not allow you to clock in earlier or later than 15 minutes before your shift. If you are early or late, the system will ask a manager to confirm your arrival or departure time.

• For all days of absence, a reason (doctor's note or death certificate) is required. Employees will have the flexibility to change shifts based on their needs. Don't get into the habit of dropping your shifts at the last minute, as it complicates the scheduling process. It is best to request a change at least 10 days in advance.

• All communication will be done on the online Human Resources system made available to you. Direct communications will be made on the group chat.

• Do not use the phone during working hours.

• A list of tasks will be assigned to each employee before and after the shift. Ask a supervisor to review your completed tasks to give you permission to leave.

• Staff members are not allowed to sit at the bar during the shift. All seats are reserved for guests.

• If the restaurant is receiving a lot of guests, inactive staff (during their day off) must give up their seat at the bar to the guest.

Uniform and Hygiene

• It is recommended to wear the uniform only inside the establishment. Employees should have a change of clothes in case they want to go out.

• Kitchen employees are required to cover their hair with a hat or cap. Those who do not have their full uniforms will be considered absent and will not be able to work that day.

• Staff must wash their hands thoroughly after each visit to the toilet.

• If you are sick, you must inform your supervisor. Stay home.

• Always cough and sneeze into your elbow, not your hand.

• Chewing gum during the shift is prohibited.

• All uniforms and work materials must be returned in the event that an employee's contract ends.

Treat the Workspace as Your “Home”, With Respect

• Always clean the equipment used and return them to their use after use.

• Keep all areas clean at all times.

• Employees should be careful not to disseminate sensitive or confidential information about company activities. This includes any training, group activities, or guest events. Therefore, you should not use your cell phone to record an event at the venue without authorization during the shift.

Schedules, Punctuality, and shift Rules

• It is advisable to car-pool with other employees when possible.

• It is advised not to use your real name with guests you are unfamiliar to

• It advised to leave your tips with the management to avoid getting robbed after your shift.

• It is forbidden to leave clothes, bags, or other personal effects on the floor. Lockers will be made available for employees.

• If a colleague makes you uncomfortable, report it to supervisors.

• Our values are to work as a family, to respect each other, and to stimulate a positive and productive workspace.

• Any culture of gossip, negativity or laziness will tempt management to recruit a suitable replacement.

• By respecting our values, the productivity of the bar/restaurant will always be at the top. As well as employee satisfaction with their development within the company.

• The customer is the king and anyone who enters the establishment is a VIP. It's your job to make them feel at home. Be cheerful, enthusiastic, welcoming and professional at all times. Smile and be warm.

☐ Q&A section: Use this time to ask any questions you may have about the chapters above. Check off the box when completed

*End of day 11*

Please take your days off to review , internalize and learn everything

☐ Icebreaker #12 Check off the box when completed

◆ Icebreaker #12 Topics:

• Rate your experience with the course on 10.

• What would you improve?

XXXVI- SKILL- OUT #4

For this skill out you will be tested on:

• Tips and tricks (written)

• Alcohol management (written)

◆ Creating a custom menu (physical). Focus on:

◆ Server ability to suggest dishes based on guest preferences

◆ Upselling strategy

◆ Delivery of the meal and description of the dishes

• COMP, QSA, Void , substitutions and sending the dishes back (written)

• House Rules and warnings

On skill out days bring your laptop or a tablet with you to take the tests online.

*End of day 12*

CONGRATULATIONS!

This final skill out session marks the end of the server training. Congratulations on completing the first part of the training program!

Soon you will be introduced to the EÏA Bar Training Program. A lot of what was discussed in the server training book will be relevant for the bar training. So make sure to keep up with your server training book.

Again, great job!

-The EÏA Management Team