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PROFESSIONAL SERVICE _________________________________________________________________________________________ Decor

Cleanliness

Product

Service

You might expect that this manual is about Service but at Hermanos Restaurant you have to balance your effort and knowledge to include all of the components of our philosophy.

DĂŠcor Our effort to produce a warm and inviting environment requires your professionalism to provide the legs to stand on.

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PRODUCT

There are three parts to product: price, presentation and quality. We have the best of all three. Price:

We survey our market’s demographics and our competitions’ efforts to ensure our pricing fits.

Presentation: Chef plates our meals to present the best visual impression on your guests.

Quality:

Our purchasing standards assure that what gets on the plate makes us proud

At Hermanos Restaurant and Wine Bar, we’re about showcasing some of the food, imagery, and styles found in South American dining, with our main courses inspired by the many Parillada’s or Steakhouses in Argentina & Uruguay. In addition to flavours from northern Brazil & Peru, our wine list is sourced exclusively from the vineyards of Chile & Argentina, not to leave out our signature cocktails: the Brazilian “Caipirinha” and Chilean “Pisco Sour”.

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Menu Knowledge Our Menu can be found online at www.Hermanos.ca for you to study. Take the time to understand the menu, gain knowledge from the Head Chef, Sous Chef and their assistants. Know what options to ask your guest(s) and be prepared to make specific suggestions and sell appropriately. The Wine List can be reviewed at Hermanos and specific questions can be answered by the Bar Manager. Invest some time understanding how to properly suggest, open and serve wine. You will be well educated by going to this link; http://www.youtube.com/watch?v=oLCYEaXUSj4

Our Sparkling & Still Water service is a signature effort made to instill a lasting impression on our guests. http://consumer.tableaufilteredwater.com/

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CLEANLINESS Sanitation In your work environment you will be in contact with and handle food! We have provided a link in your Hermanos Handbook to study the concepts of sanitary food handling practices but please be conscious of some of these concepts; ALWAYS MAINTAIN PERSONAL HYGIENE. WASH YOUR HANDS MAINTAIN THE CLEANLINESS OF THE WORK ENVIRONMENT USE THE PROVIDED SANITARY SOLUTION TO WIPE SURFACES AND STORE CLOTHS ALWAYS USE UTENSILS TO HANDLE FOOD - NEVER TOUCH FOOD WITH YOUR HANDS DO NOT COMBINE CONTAINERS OF FOOD DISPOSE OF UNUSED FOOD NOT CONSUMED BY GUESTS (IE: BREAD) REMOVE UTENSILS BEFORE STORING FOOD STORE COLD FOOD BELOW 5째 C AND HOT FOOD ABOVE 60째 ENSURE DRY FOODS ARE STORED ON SHELVES AT LEAST SIX INCHES OFF OF THE FLOOR.

Getting Ready for the Show Check your assigned tables Review OpenTable for your Reservations Assign your name to a Pager in the kitchen Check with CHEF for specials and availability of product Check with BARTENDER for specials and product availability Walk through your section and o Shine Wine Glasses o Ensure Polished Cutlery o Review Chairs and Benches for cleanliness and maintenance o Balance your tables o Light your Candles Ask the Manager to OPEN YOUR SECTION

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Keep the Ball Rolling Keep counters & stations clear and clean Fill Salt & Pepper Shakers Maintain flooring debris and spill free Roll Cutlery Fold Napkins Shine Cutlery Bleach China Mugs Stock Stations o Takeout Containers o Tea o Coffee o Coffee Filters o Coffee Spoons o Linen o Refill Sugars Keep Smallwares spotlessly clean

Shutting it Down Work and Communicate Together to complete the above list Leave your section like you want it to look like when you started Ask the Manager to approve your section

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SERVICE Tools Our dress code was explained to you in the Hermanos Employee Handbook. There are specific tools that are required in order for you to succeed:

You Bring -Float ($30) -Corkscrew -Apron (optional)

We Provide -Pens -Order Pads -Tray

Service Standards In your experience you have gathered knowledge of table service and at Hermanos Restaurant we want you to adhere to these standard principles but also understand that circumstances may not allow you to; Serve from the Heart Place food from the Left and remove from the Right Place beverages from the Right and remove from the Right Pour bottled beverages from the Right Carry beverages on a tray Utilize standard Pivot Points when taking, placing and delivering orders Table Maintenance Once again the Internet is a vast resource to study service styles and understand concepts like; http://en.wikipedia.org/wiki/Mise_en_place http://en.wikipedia.org/wiki/Service_%C3%A0_la_russe http://en.wikipedia.org/wiki/Service_%C3%A0_la_fran%C3%A7aise As we discussed in Service Standards not all principles can be applied with all guests, under all circumstances at all times of the day or night. Keep conscious of the clutter on the tables and remove used items. Contemplate the guests’ needs and provide the utensils or condiments that they will need – before they need it.

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Steps of Service in Brief Immediate Recognition Proper Greeting Drink, Appetizer and Specials Suggestion Taking the Order Appetizers, Soup/Salad & Bread Delivery Two Minute Quality Check Mise en Place Wine Service Main Course Quality check Mise en Place Dessert & Coffee Sales Dessert & Coffee Service Final Check Present Bill Receiving Payment Clean the Table /Reset

Steps of Service in Detail At any time you may read that your guests will take control of this service sequence‌let them, just be there.

Immediate Recognition Here we point out the concept of acknowledging your guests’ arrival in the briefest possible time frame. We are counting tens of seconds not minutes! Eye contact clearly puts the guest at ease and an inviting smile with the appropriate body language will instill confidence with your guest.

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Proper Greeting

This is your opportunity to set the tone and you should perform this within 2 minutes of the guest being seated. Maintain eye contact when talking with your guests. Greet them with a "Good afternoon", or "Good evening” and introduce yourself. Bring a bottle of Still Water and fill their water glasses as you introduce yourself. Remain at the table…

Drink, Appetizer and Special Suggestion Ensure your guests are aware of any specials that are being offered. Make specific beverage suggestions. Eg. “Would you like to start with a Caipirinha or maybe a Caesar to start?” Direct the guests to the appetizer section of the menu and make a specific suggestion to get started with an appetizer or salad/soup order while you get their drinks.

Taking the Order This next visit to the table should find you delivering the initial drink order and being ready to ; Answer Menu Questions Offer to refresh beverages Maintain water service Take the order for the main meal Make a specific suggestion for Wine with the meal Appetizers, Soup or Salad & Bread Delivery Delivery of the first course should take place at this time and once again follow up on what is going on at the table– Water, beverages, maintenance…

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Quality Check Throughout the dining experience the guest should be given the opportunity to comment on the products you have served before they have sampled the majority of the item. It would be odd to ask how everything is at all times. Read the table, use your eye contact and make specific queries – “The Caipirinha is very enjoyable, is it not?”

Mise en Place Mise en place (pronounced [miz on plas], literally "putting in place") is a French phrase defined … as "everything in place", as in set up. – Wikipedia

A concerned effort to clear unused items from the table, clean and place any cutlery, smallware or condiment that doesn’t otherwise arrive with the meal. Clearly this step can be inserted into all of the service sequence. Again there is an opportunity to : Offer to refresh beverages Maintain water service Wine Service There are some references in this manual to proper wine service. DO NOT open the wine until the person who order it confirms that that is what they wanted. Proceed to open the wine, allow that guest to sample it and proceed to pour for the guests. Pour no more than 150ml in each glass allowing you the opportunity to continue to pour wine throughout the main meal. This will enhance the perceived value of the wine. Main Course Using your research at the links provided for proper table service introduce the meals to the guest(s) as you place them on the table. Be specific..”Rare, Medium, etc…” Again there is an opportunity to: Pour Wine Maintain water service

Quality Check Be specific and maintain eye contact – “Your steak looks very good, may I get you more bread?” 9


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Mise en Place Follow all of your natural opportunities to tidy up the table and maintain your service. This is a good opportunity to re-introduce a menu copy or two and point out the desserts.

Dessert & Coffee Sales Be descriptive and describe a dessert or two and SELL coffee – Would this be a good time to suggest a liqueur?

Dessert & Coffee Service Is the Mise en Place for Coffee service? Again deliver dessert and/or liqueurs being specific to the product and the guest

Final Check It would be natural at this time that after checking on the satisfaction with the desserts that you will now continue on to prepare the billing.

Present Bill Print the bill, review it and place in bill folder. Do not present the bill until the guest(s) have either finished coffee and dessert or request the bill.

Receiving Payment Likely you will have to process an electronic payment. Timely attention when the guest is ready is important. Assist them in completing the transaction and welcome them back!

Clean the Table /Reset From time to time there may be bussing personnel or a hostess to help ‘turn’ a table but you are responsible for cleaning and resetting the table.

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MISCELLANEOUS TIMING Timing is a very important part of professional service. Guests must not be kept waiting for their food but neither should they receive salads with their main courses. Beverages – Immediate Appetizers – 10 Minutes Lunch Meals – 15 Minutes Dinner Entrees – 25 minutes Enlist the Manager if you are able to identify any production times that exceed the above standards. A guest may be put at ease if you simply communicate the progress of their order(s) One Course Meals One course meals are characterized by entrées without salads/soup or appetizers or light meals (such as appetizers and salads served together). Make sure there is proper communication with the guests that they do indeed want all the food served at one time. Rush Meals If you have guests who specify that they are in a rush you use the rush modifier on their orders and be sure to bring their beverages, meals and bill as quickly as possible. Lunch Meals At lunch time (approximately between 11:30 a.m. and 2:00 p.m.) guests generally only have an hour or so for a lunch break and therefore they are concerned that they receive prompt but attentive service. You must recognize that they are in a hurry and therefore organize yourself so that you can provide them with good service. Picking up Orders After an order is produced the Chef/Bartender will make a slight tear in the order chit and place it with the order in the pickup window. This signifies that the order is ready. Ensure that you ‘peg’ the chit before you take the meals into the dining room. Taking the Order Get this right! The simplest way is to write it down (respect what they are saying to you) repeat it back to them. When you enter it in the point of sale system review the order before transmitting it.

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Hermanos  

Service Manual 2012