TRAINING MANUAL # 02 WELCOME TO MRS. MARTYS

Size: px

Start display at page:

Download "TRAINING MANUAL # 02 WELCOME TO MRS. MARTYS"

August Lyons
5 years ago
Views:

1 TRAINING MANUAL # 02 WELCOME TO MRS. MARTYS Cngratulatins and welcme t Mrs. Martys! This will be yur training guide. This manual has a wealth f infrmatin that yu will need t succeed at Mrs. Martys. THE CONTENTS OF THIS TRAINING MANUAL DO NOT CONSTITUTE A CONTRACT OF EMPLOYMENT. EMPLOYMENT WITH THE RESTAURANT IS ON AN AT-WILL BASIS. THIS MEANS THAT THE EMPLOYENT RELATIONSHIP MAY BE TERMINATED AT ANY TIME, BY EITHER THE EMPLOYEE OR BY THE RESTAURANT, WITH OR WITHOUT CAUSE, AND WITH OR WITHOUT NOTICE FOR ANY REASON NOT EXPRESSLY PROHIBITED BY LAW. GENERAL INFORMATION: ADDRESS: 1991 Sprul Rd. Brmall, PA (Lawrence Park Shpping Center) WEBSITE: www. mrsmartysdeli.cm TELEPHONE: FAX: HOURS OF OPERATION: Mn-Sat 7am-9pm, Sun 7am-8pm MAXIMUM SEATS: 150 OWNER: Marty Gdfrey GENERAL MANAGER: Marge Lehr PAYMENT: Credit cards (Visa, Mastercard, American Express, Discver), Cash, Mrs. Martys gift cards and Travelers Checks

2 MRS MARTYS EMPLOYEE EXPECTATIONS Maintains cmplete knwledge f prducts, perating prcedures, service specificatins and cmpany infrmatin. Psitin yurself in yur assigned sectin and acknwledge yur guests with gd eye cntact and a smile. Maintain sectin, frnt and back servicing areas, befre, during and after shifts. Check fr guests with special requests, dietary restrictins, and meeting them t the fullest ptential. Perfrms assaigned pening and clsing side wrk (including cleaning) befre and after shift. Will check ut with a manager r captian prir t departing each shift. Infrms management f guest s reactins, cmments and any ptential prblems/cmplaints that may ccur. Knws and uses techniques and fd knwledge described in the Mrs. Martys manual. Helps prmte and maintain a safe, clean and friendly envirnment fr c-wrkers and guests. Gets alng with management and ther c-wrkers and assist in tasks nt nrmally his/her wn (i.e. greeting c-wrkers tables, bussing, cleaning) Attends all meetings, trainings and is aware f events in his/her department. Knws hw t service, speak and cnduct his/herself while n prperty in a prfessinal and elegant manr. Has knwledge f Jewish cuisine and culture The jb duties and respnsibilities listed are just a general utline and are nt limited t. Yu will be required t perfrm ther duties assigned by management. OPERATIONS BEFORE SERVICE At the start, end and during each shift, there will be duties that need t be cmpleted and perfrmed t maintain the prper peratin f the restaruant. Fr pening side wrk and set-up duties and clsing shift duties there will be a sheet filled ut with individual assignments. During yur training perid yu will be trained n hw t perfrm and cmplete each duty listed. Failure t cmplete the pening r clsing duties will result in a written warning. Start f shift: D nt be late. Be dressed in unifrm and ready t wrk at sign in time. All persnal belngings must be left in the assigned areas. N cell phnes in the restaruant during the shift. Help set up the restaurant. Cmplete assigned pening duties. 2

3 Each emplyee is respnsible t write dwn and knw the specials fr the day/night, the items that are unavailable and what we are running lw n. OPERATIONS AFTER SERVICE AND CLOSING DUTIES After the drs are clsed: 1. Attend t all clsing side wrk and cleaning f statin duties. 2. After assigned clsing wrk is cmpleted, help with remaining clsing duties. DISCIPLINARY PROCEDURES The fllwing behavirs are grunds fr disciplinary actin: pr perfrmance, tardiness, insubrdinatin, drug (use/distributin), fighting, cmplaints, cell phne use and stealing. Disciplinary actins cnsist f a verbal warning, written warning, suspensin and terminatin. TRAINING PERIOD There is a training perid fr new emplyees when attitude, menu knwledge and teamwrk skills are evaluated by management. This prcess will include written menu tests. During this perid emplyees will be cntinuusly evaluated and may be dismissed at any time. At the end f training perid management will makea decisin t either dismiss r retain the trainee as a part time/full time emplyee. TESTING Fd knwledge tests will be given until all tests have been successfully cmpleted. All frnt f the huse emplyees need t knw the beverages and fds ffered at Mrs. Martys in rder t begin serving guests bth at tables and ver the cunter. Items n tests are as fllws: 1. All fd items n menu 2. All fd items in deli case a) Fishes b) Spreads d) Lunch meats e) Cheeses f) Salads g) Kinishs 3. All beverages a) Funtain drinks b) Bttled beverages 4. All breads we carry 5. Dessert GRATUITY Servers: 3

4 Mrs. Martys has an individual tipping plicy fr all servers n the flr. Meaning tips are the sle respnsibility f the server. Mrs. Martys INC. is nt respnsible fr lst r stlen tips. It is the servers respnsibility t cllect and manage their wn tips that they receive frm their assigned sectin. Servers will in n way apprach r questin a guest in regards t a tip they received. Cunter emplyees: Mrs. Martys has a pled huse plicy in regards t tips given at the cunter fr gd service. Included in the pl are: grill cks, sandwich bard, cunter help and cashiers. All tips cllected during a shift are t be put int a designated envelpe at the cash resgister and handed t a manager at the end f that shift. Mrs. Martys INC is nt respnsible fr any lst r stlen tips. Management will disperse the tips evenly amng all emplyees wrking that shift. N individual is t take any tip fr themselves. APPEARANCE Staff is respnsible fr the cleanliness f their wn unifrm. Yur unifrm shuld always be clean and free f ffensive drs. There will be n excuse fr siled, uacceptable appearance. N hles r tears in unifrm will be tlrated. If unifrm is unacceptable yu will be asked t g hme and change. Perfume and clgne shuld nt be wrn at wrk Everyne shuld be aware f his r her wn persnal hygiene. Offensive bdy and muth drs are bviusly unacceptable (i.e. brush and shwer befre yur scheduled shifts) D nt carry cell phnes METHODS OF PAYMENT Credit cards: We accept all majr credit cards. Travelers Checks: Fllw these prceedures: 1. The check must be in U.S. dllars 2. Ask guest fr valid pht ID (drivers license r passprt) 3. On the check there shuld be a signature and yu shuld be present fr the secnd signature. Make sure they match. 4. Recrd all f the custmer s infrmatin n the back f the traveler check: full name, last 4 digits f their ID #, DOB. If mre than ne traveler check is used all infrmatin must be written n each check upn cmpletin f transactin. 5. Treat the traveler check as cash and give change if needed. Gift cards: Mrs. Martys gift cards lk like credit cards and are treated as such. First the balance f the card must be checked and then payment can be prcessed. Upn using a cmbinatin f gift card and credit card, the gift card must be authrized and apprved first befre cntinuing with secnd frm f payment. Any balance will remain n the card and may be used the next time they dine at Mrs. Martys. Cash: Mney must nt be put in pcket r handled in incnspicuus areas. All cash transactins must be entered int the cmputer and put int the register. D nt leave cash, checks r tips n the table r cunter unattended. 4

5 MRS. MARTYS STYLE OF SERVICE Mrs. Martys style f service is friendly, persnable and prmpt. We want t create an envirment where peple feel invited and part f the family. By this we mean it is imprtant t treat each guest like a VIP. Get t knw yur regulars and their rdering habbits. We encurage emplyees t engage custmers in friendly dialgue withut getting t persnal r having it interfer with quality f service t ther custmers (i.e. during busy times). It is yur gal as a server r cunter persn t give each guest a dinning r take-ut experience t remember rather than just a meal. That means yu are required t be knwlegable abut the full menu and all fd prducts we sell ver the cunter. It is the cunter persns respnsibility t make sure all take-ut fd is cmplete and ges t the right custmer. And it is the servers respnsibility t make sure the right fd makes it t the table in a presentable and timely manr. UPSELLING A Mrs. Martys servers r cunter persns jb is t prvide ur guests with a memrable meal/experience. By using the pwer f suggestin, yu can sell and up sell withut making a guest feel uncmfrtable. Yu can suggest ne f ur new items like the brisket hagie by sharing what is s gd and unique abut it as they lk ver the menu. Always have a cuple f yur favrite menu items ready t recmmend. If yu have a regular custmer yu can encurage them t explre the new menu items. Twards the end f the meal always drp the check with a dessert menu during lunch and dinner. Check back t see if yu can interest them in smething by making a recmmendatin. It is yur jb t knw the dinner specials and brunch specials each day s yu can cnfidently explain the items and recmmend them. MULTITASKING AND PRIORITIZING Multitasking is ne f the mst difficult parts f being a Mrs. Martys server. Yu are respnsible fr the timing and arival f the fd as well as the beverages. The hardest part is t time the ht and cld fd t cme ut and t stay n tp f beverage refills. It is imprtant t crdinate and manage these tasks with yur cwrks when need be. COUNTER An emplyee wh wrks behind the cunter includes sandwich bard (r sandwich makers), cashiers and any ther ver the cunter help. Belw is a guide fr emplyees t fllw fr pening, clsing and stcking 5

6 prceedures. The duties n this list are expected t be fllwed and fulfilled each day r as needed in sme cases. Yu are respnsible fr this list but nt limited t it. Yu may be asked t fulfill ther duties that are nt n the list by management at any given time. OPENING PROCEEDURES Fill clear plastic bagel cntainer fr tasted bagels 6 pumpernickle, 6 marble, 6 multigrain, 6 egg, 9 plain 6 cinnamn raisin, 6 pppy, 6 sesame use sliced bagels frm last night first check fr mld Slice all hagie and kaiser rlls ¾ f the way thrugh Put half f each in plastic bags and put in bin under grill Put the ther half in plastic bags and put in bin next t sandwich bard Uncver all salads in deli case Put scpers in salads Put sltted spns in fruit salad and cle slaw Stir salads t lk fresh Keep salad wrapped in saran where water drips in deli case Stck the Bay Marie (see pht diagram) Slice crned beef Slice enugh t fill 2 large clear tubs Wrap in individual clear plastic at weight f.30 each Fill 2 clean clear tubs with the wrapped crned beef packs Put ne in the refrigeratr at the grill and the ther in the mini refrigeratr under cunter Slice pastrami Slice enugh t fill a small black plastic cntainer (abut 12 packs) Wrap in individual clear plastic at weight.30 each Put in the mini refrigeratr under cunter Slice Turkey Slice enugh t fill ne large clear plastic tub Wrap in individual clear plastic at weight f.30 each Put in mini refrigeratr under the cunter Make 8 Italian hagie packs Lay ut n clear plastic wrap 4 slices f pepper ham, 4 slices f capcll ham, 4 slices f gena sal Fld in half and put under Bay Marie Slice dmestic ham (8 packs) Wrap in individual clear plastic at weight.30 each 6

7 Put under Bay Marie Slice rast beef (8 packs) Wrap in individual clear plastic at weight.30 each Put under Bay Marie Slice american cheese (apprx 12 packs) Lay ut in sets f 2 alternating directin Stack abut 3 high and wrap in saran Fill entire tp shelf f mini refrrigeratr Slice prvlne cheese (10 packs) Stack abut 3 high and wrap in saran Put in mini refrigeratr under cunter Slice swiss cheese (15 packs) Stack abut 3 high and wrap in saran Put in mini refrigeratr under cunter Prep hagie lettuce Shred and chp 1 head f iceberg Fill ne shallw metal pan and put n Bay Marie Lay a wet paper twel ver tp lettuce Check all salad bar items fr freshness and fullness Fill r replace where needed Slice tmates Lay rye bread at bttm f 2 large clear plastic tubs Put ne full tub under Bay Marie and the ther in the walk-in refrigeratr Put date n the ne in the walk-in Slice white nins as needed One full large clear plastic tub under Bay Marie CLOSING PROCEEDURES Clean cffee cart Take 2 glass cffee carafes t dishwasher *make sure burners are OFF Empty large plastic hazelnut cffee dispenser t dishwasher Wipe dwn cart Straighten and restck cups, stirrers, lids etc *Put creamers in mini refrigeratr behind cunter Set up fr mrning Put clean glass cffee carafes n burners 7

8 Put clean plastic hazelnut dispenser n cart Put ut hazelnut Clean pastry case Wipe dwn all trays Wipe dwn the frnt drs Slice all breads n shelf Put all sliced bread in designated bus tub and wrap with large trash bag Bag all bagels frm ut frnt bins and bring behind the deli cunter Wipe and clean all bagel bins ut frnt Clean the glass frnt f the deli case Clean all three slicers Wipe dwn all cunter tps behind cunter and deli case ledge Change all deli salad cntainers and fish spread cntainers Wrap all in saran Clean ut bth tasters and turn OFF Clean all scales and turn OFF Clean ff Bay Marie Change ut all f the plastic cntainers hlding fd with new nes Clean ut bread bx Bag all breads Clean ut all f the tracks f the deli case sliding drs Put all bread that is stred under the cunter n the metal deli case ledge STOCKING AND OTHER DUTIES COUNTER Bread bags under bread slicer (Lg and Sm) Twist ties Tthpicks Plastic glves Crackers Jellies Paper twels Napkins All take-ut bags (plastic and paper) Straws Bin 8

9 Salt and pepper packets All plastic utensiles All cndiments (syrups, ketchup etc..) Rlls f deli paper and fish paper Plastic salad cntainers and lids (sm, med, lg) Aluminum fil Saran wrap Register paper Plastic club cntainers Styrfam t-g cntainers Suffle cups and lids Take-ut cup hlders Ptat chips Full cntainer f wrapped pickel slices Halavah Fill All candy All sda in case and cunter Water Fill dessert case Ckies Ruggela Kmish bread SANDWICH BOARD Tp f bard Crutns (bth quart cntainer and lg bag under cunter Wraps (wheat and white) Sunflwer seeds Raisins Olives Oil Mustard Oregan Red pepper flakes Salt and pepper Vinegar Peanut butter 9

10 Under Bay Marie left dr 2x Onins Cucumbers Salad bar Chic peas Beets Tmats Hard biled eggs Iceberg lettuce Lite cream cheese Under Bay Marie middle dr Sliced cream cheese Pineappple stuffing Pan f lx Ht peppers Sweet peppers Green lives Chpped tmates Cttage cheese May Cranberry sauce Cle slaw Under Bay Marie right dr Italian hagie set-ups Ham packs Rast beef packs Lg. bag f spinach Pan f leaf lettuce with wet paper twel Pan f rmaine lettce with wet paper twel Caesar dressing Russian dressing Yellw mustard Capers Hrseradish may Pickeled red nins Avcad DELI CASE 10

11 *Keep case clean, neat and fully stcked at all times Russian dressing cntainer full All salads full and stirred when needed t lk fresh 3 turkeys wrapped in saran 3 rast beef wrapped in saran 4 pastrami Keep all pened meats and cheeses wrapped in saran at all times OTHER DUTIES Rtate and restck fish case every Friday Rtate and restck all meats and cheeses n delivery days Fill rice pudding cups fr waitress statin Deep clean deli case nce a mnth GRILL COOKS Belw is a guide fr emplyees wh wrk n the grill t fllw fr pening, clsing and stcking prceedures. The duties n this list are expected t be fllwed and fulfilled each day r as needed in sme cases. Yu are respnsible fr this list but nt limited t it. Yu may be asked t fulfill ther duties that are nt n the list by management at any given time. OPENING PROCEEDURES Turn n fryer t 350 (r 400) Turn n fryer t 350 (r 400) *Check t make sure the pilt light is n Wash dwn grill with seltzer water Scrape ff water with grill scrape Wipe dwn grill with paper twel Wipe grill-n nt the grill Fill benedict pan with ht water and turn n lw Check all refrigeratrs and freezer Stck what s needed *(see stck list) Check brisket pan (cut as needed) Set up cunter under micrwave Put ut bacn tray Put ut cheese tray Put ut all melette ingredients and change t clean cntainers Put ut a stack f eggs (2 fr weekends) Put ut french tast batter 11

12 Put ut pancake batter n clean plate Put ut sur kraut Put ut all breads Put ut 3-4 Lg kitchen spns by benedict pt Put ut 1 whisk in pancake batter and whip Put ut 3-4 metal egg bwls and frks Put ut 3 micrwave lids CLOSING PROCEEDURES Clean and wipe dwn bth micrwaves Wrap all bread and put inside micrwaves. Including Matz Wrap all rlls underneath the the grill and clse plastic bin Put all eggs back int refrigeratr n the right side f the 2 nd shelf All rm temperature french fries and hme fries are t be put int refrigeratr next t eggs Wrap all melette ingredients in metal cntainers with saran Stack in refrigeratr in frnt f french fries n secnd shelf *DO NOT SMASH INGREDIENTS ( stack heavies t lightest) Put plastic lids back n melette ingredients that are in plastic cntainers Date them and put n tp shelf f refrigeratr Cver bacn tray and put in refrigeratr n 3 rd shelf Clean cheese tray Change the paper Wrap all cheese in saran Put n tp f bacn tray in refrigeratr Put lid n sausage and scrapple pans and put n the bttm f refrigeratr Put all rm temperature ptat pancakes in refrigeratr ONLY Cver french tast batter and put n tp shelf f refrigeratr Wash ut pancake dispenser Everyday DO NOT cmbine batter. Put leftver batter in separate cntainer Stre in mini refrigeratr Put ut clean plate Run all grill weights, lids, micrwave lids, egg bwls and frks thrugh dishwasher and reset fr mrning Fill water squeeze bttle and put in deli case Fill bth russian dressing cntainers (squeeze bttle and cntainer) and put in deli case Take turkey and rast beef gravy Put in new metal cntainers 12

13 Cver with tin fil Put int duble dr refrigeratr in kitchen Strain grill cking il t remve fd particles Put int new metal cntainer Cver with tin fil Leave n grill ver night Wipe dwn mini refrigeratr (inside and ut) Put lid back n backup pancake batter and put in refrigeratr Wrap hllandase sauce cntainer with saran and put in refrigeratr Turn ff grill, fryer and ht plate (benedicts) CLEANING Wipe dwn all 3 shelves underneath micrwaves Wipe dwn tp f deli case and ledge Put new paper dwn n ledge under weights and lids Wipe dwn refrigeratr drs Take all dinners and veggies int kitchen walk-in refrigeratr Make sure the refrigeratr is restcked fr mrning shift Including all melette ingredients Clean grill Take 2 large plastic buckets and ne pickle bucket Clear ff grill Take 50/50 degreaser and pur ver grill and then scrape ff Empty the grease pans under grill int empty bucket Pur water n grill and then scrape ff Wipe dwn edges f grill with sapy spnge Pur pickel juice n grill and then scrape ff Take wet white rag and wipe dwn grill Wipe dwn metal table under gr Change ut the 2 pur trap pans under the grill with new nes Change ut tray and scraper with clean nes under grill Send dirty nes t dishwasher Take all dirty spns t dishwasher and replace with new nes *Must strain fryer il every day (between 3-4pm) Turn ff fryer and let all waitresses knw Have 2 Med metal pts, metal strainer and Lg metal pt Pur grease thrugh strainer int 2 metal pts Use spnge r steel wl with sap and scrub inside 13

14 Run cld water r seltzer water thrugh and drain int lg metal pt several times until clean. Scrub dwn the inside and back f fryer Pur il back in *Every Thursday clean fryer and add NEW OIL Wash knives, wights and lids and set n deli case ledge Put dirty grill rags in DRY bucket in the sink ver night All empty 50/50 cleaner cntainers put back by basement steps STOCK Freezer Tp shelf Chicken wings Ptat skins Liver Veggie burgers Bag f ; crn, carrts, brussel spruts and peas Secnd shelf Chicken fingers Ptat pancakes Crab cakes Mzzarella sticks Third shelf Beef steaks Chicken steaks Blintz Onin rings Bttm shelf French fries Hme fries Refrigeratr *Make sure there is ne cntainer f everything needed fr breakfast/melettes during week days and 2 f everything fr weekends! Tp Shelf 3 egg white cartns 2 quart cntainers f chclate chips 2 quart cntainers f sausage buts 14

15 2 quart cntainers f bacn bits 2 quart cntainers f blueberries 2 quart cntainers f cherries 1 quart cntainer f tmat pieces 1 quart cntainer f chpped spinach 1 quart cntainer f canadian bacn 1 small cntainer f nva lx 1 small cntainer f regular lx 1 medium pan f chpped brccli 1 medium pan f mushrms 1 metal pan f chpped nins 1 medium metal pan f chpped green peppers 1 medium pan f sweet peppers 1 medium pan f chpped ham bits 1 cntainer f avcad 1 lng metal pan f cream cheese 1 sqeeze bttle f salsa 1 squeeze bttle f buffal sauce 1 squeeze bttle f hllandaise sauce 1 Lg plastic tub f crned beef packs 4-6 ham steaks wrapped in fil 1 medium rund plastic cntainer f french tast batter Secnd Shelf 1 pan f cream chipped beef 4-6 bwls f cream chipped beef prtined ut 1 metal pan f grilled chicken breast 1 tube f hamburger meat 1 pan f 4-6 hamburger patties and 4 childrens burgers 1 pan f sliced brisket 1 pan f crned beef hash prtined ut Third Shelf All dinners and veggies frm kitchen Bttm Shelf Any backups f melette ingredients that dn t fit n first shelf 1 medium metal pan f sausage patties 1 medium metal pan f scrapple 1 lng metal pan f bacn 15

16 1 rund metal cntainer f tmat sauce with ladle 1 rund metal cntainer f cheese wiz with ladle 1-2 rund plastic cntainers f meatballs Mini Refrigeratr 1 medium plastic cntainer f sur kraut 1 large plastic cntainer f pancake mix 1 medium metal cntainer f hllandaise sauce Deli case Full large russian dressing cntainer Full squeeze bttle f russian dressing Full squeeze bttle f water 1 ketchup bttle 1 medium metal pan full f htdgs Under Grill Hagie rlls and Kaiser rlls in bin (filled by sandwich bard) Ht dg rlls Briche buns (hamburger buns) Grill il Tp f micrwave 2 laves f texas bread 1-2 sliced Challah laves 2 large grill rye bread laves Paper gds (t g) 1 stack f black plastic plates with lids 1 stack f fil sandwich wrap 1 stack f clear cub cntainers 1 stack f small white styrfam cntainers 16

Item Features Uses Individual Salad Container o See through lid that features two small inserts to allow room for dressing and croutons o

Item Features Uses Individual Salad Container o See through lid that features two small inserts to allow room for dressing and croutons o T G! Phase II :: Imprved Packaging Prviding ur guests with a cmpetitively superir dining experience nt nly applies t ur guests in ur restaurants but als when ffering a genuine Italian dining experience