SANTIAM RESTAURANT. Culinary Arts Department Linn-Benton Community College WAITSTAFF

Transcription

1 SANTIAM RESTAURANT Culinary Arts Department Linn-Benton Community College WAITSTAFF

2 PERSONAL HYGIENE Every professional in the Culinary field must be aware of the necessity of maintaining a high standard of personal hygiene. The following standards are mandatory: Hair: Hair must be pulled back, pinned, braided, neat and clean. Hair must be pulled away and out of your face. It needs to stay out of the food when you are carrying a large tray. For short hair; length cannot exceed your shoulders. Beards & Mustaches: Students without beards and mustaches must be clean shaven at all times. (Keep razor in locker if necessary) Beards are not to protrude more than ½ inch from the face and must be neatly trimmed and clean. Mustaches must be trimmed so they do not grow below the lips. Hands: You must wash your hands upon entering Food Service areas. It is necessary to wash hands between stations throughout the kitchen and after touching dirty silverware, dishes and cups. It is always necessary to wash your hands after using the restroom. No nail polish or false nails. Jewelry: Rings, bracelets, or watches may not be worn for sanitation reasons. Additionally, other jewelry must be safe and of a conservative nature. Earrings must be no bigger than a quarter, no dangling earrings longer than an inch. Facial piercings must be small and conservative, and cannot create any safety or sanitation hazard. Uniform: Required in full Black shoes. Clean, close toed, non-slip, stable platforms no higher than 1 ½ high. NO tennis shoes. BLACK socks, or tights BLACK slacks or skirts - professional length. BLACK long sleeve button down or blouse - Must be pressed. ¾ length sleeves are appropriate. A cotton/poly blend is recommended. BLACK bistro apron- provided Wait Staff Responsibilities

3 Front of House Opening Duties: Move extra chairs to hall Remove all soiled linens from the previous day. Reset all table settings for tables used from previous day New overlay/underlay if needed New place settings New Napkin folds for ALL table settings Spot vacuum as needed Once you receive updated daily menus replace on board outside of restaurant, on the line and above POS Set up beverage station with water pitchers, coffee, and iced tea and special items Have extra small trays on hand for bussing Dessert tray set up by 10:30am with ice and covered with linen The dining room needs to be completely set by 9:30am with exception of dessert tray Front of House Closing Duties: All dirty dishes need to be removed from tables Water glasses need to be flipped upside down Break down dessert tray. Check with the Bakery instructor regarding what desserts to save Break down beverage station. Use leftover plain water crafts to water Verde Bring chairs in from the hallway Spot vacuum after every service. Lights and music need to be turned off Close and lock door Thursdays: ALL white linens removed from tables as well as any soiled black linens Back of House Opening Duties: Sanitizer bucket with bar towels

4 Set up bus station Two green bus tubs Empty racks for glasses and coffee mugs Grey tub for silverware with silver power and hot water from dish room Add plastic silverware cup for steak knives White tub with hot water for bullets Fill dressing speed pours (on Monday) label and date. Replenish as needed Prep butter as needed Whipped Flavored Compounds Prep lemon wedges and other special garnishes Napkins in bread baskets and folded for silverware Check and refill sugar and tea cubes Half and half and whole milk in lowboy reach in Turn bread warmer on to 150 and hang tongs for service Refill ketchup and mustard bottles as needed Back of House Closing Duties: Once ALL dirty dishes are out of the dining room take them to the dish room Wipe down all counters and trays with sanitizer Clean out sink Used wine bottles soak in bleach water overnight Wrap butters tightly, label and date Wipeout reach-in where salads are kept for service Wipe down the front line with sanitizer Wipe down espresso machine HOT WET RAG ONLY-NO SANITIZER Wash out ground container Turn off roll warmers. Take leftover rolls to the front line roll warmer Take dirty linen bag back to laundry room and replace with a clean bag Thursdays: Take apart espresso machine, wipe down and run through with Puro Take dressing speed pours to Pantry reach in Merry ketchup and mustard bottles SANTIAM RESTAURANT OPERATIONS GREETING CUSTOMERS:

5 1. Always greet guests promptly, don't make them stand at the door. If you can t get to a guest immediately politely say We will be with you shortly. 2. Inquire as to whether or not they have a reservation. If they do, ask for the name the reservation is under. If they don't, ask how many people will be in their party. If you can't seat them right away, let the guests know how long the wait will be. If we don t have enough room/are full suggest a different day for them to come in. * Always be sincere!! SEATING CUSTOMERS: 1. Seat guests at the appropriate table according to the reservation book - guests should not be seated at a table already reserved for another party. 2. Always hand the menu to each guest. Do not place it on the table. TAKING RESERVATIONS BY PHONE: 1. Always answer the phone within two rings if possible. Courteously greet the caller: "(Good morning/good afternoon) Thank you for calling the Santiam Restaurant, (Name) speaking, how may I help you?" and record the following information in the proper slot on the reservation sheet: USE PENCIL ONLY

6 Date of reservation Number of person(s) in party Time Name of party Phone number or campus extension Repeat it back to the caller. Thank the caller. HOW TO TAKE AN ORDER: 1. Fill in your name, table number, and number of guests at the top of the order sheet. Be sure to write so EVERYONE can read your writing. 2. When you begin to take the order, start with the person seated at position #1. This is usually the person that is closest to the entry door of the restaurant. Continue around the table clockwise by position number (#2, #3, #4 etc.) When you become comfortable with taking orders you may start with either the host or the ladies in the party, but be sure to keep the seat numbers in sequence on your order sheet. This will help other team members and managers when delivering food and drinks. 3. Ask guests if they would like one check or separate checks and make a notation on your order sheet. This will be an important time saver at the end of the meal when you are getting the bill/bills ready. 4. Start with the beverage order. Speak clearly and loud enough for them to hear. List off two or three drink options (water, coffee, iced tea) Next you need to inform them of any specials of the day that are not on the menu such as soup of the day or an appetizer that is not listed. Make sure to inform guests of any menu items that have run out. They might be ready to order or they may ask for more time. Ask them if they have questions about the menu. You can also suggest an appetizer for them to start with. 5. Keep the white order ticket and use it as necessary. When getting beverages you can use the ticket to make references for any special requests and to make sure the food is in proper order on the POS. Guest Check Sample: Server Name: Joe Table: 24 No. of Guests: 4 Seat App Soup or Salad Entree Bev Dessert 1 Moz Sal R Stk MR DP

7 2 Soup Fish Cof Crm Bru 3 Thai Sal HM Ham IT 4 Sal BC Pork D Cof Crepe **Put your name, table number, and number of guests in appropriate spaces. Using abbreviations helps save space and time when writing down orders. TAKING AN ORDER TO THE KITCHEN 1. After taking the table's complete order, enter it into the POS. Make sure you have the complete order (Beverage, Appetizer [if ordered]; Soup or Salad; and Entree) Enter the complete order in the POS one time. Call out, Order FIRE table # in a loud voice to the expediter. If there is three courses ordered by any one guest, call out, Order ONLY table # Use your OUTSIDE voice; the noise in the kitchen is very loud. MAKE SURE THE EXPEDITOR HEARD YOUR CALL. Make eye contact and wait for them to acknowledge you.

8 If you don t get a response back, call it out again. Make sure someone hears you otherwise food doesn t get fired. If there are any special instructions i.e., sauce on the side, substituting vegetables, etc., allergies, make a note in the computer for that food item AND let the expediter know by telling them, Special instructions after you call out Order Only, or Order Fire. (i.e. Order only Table 15 Special Instructions. ) PICKING UP ENTREES 1. Your name will be called by the expediter to run your food. If you are able to run other servers food please do so. We are all here to help each other. 2. Make sure you get the correct food for your table! Check the food with the ticket and make sure the match and that the order is correct. 3. NEVER take food from the window without the Expediters knowledge. Work with the expediter. Follow the order of the food on your ticket and remove food from the window to your serving tray in order of the seating arrangement (Seat #1 Steak, Seat #2 Salad, etc.) A. Make sure the food in the window matches your ticket. B. Make sure the rim of the plate is clean. Use a clean bar towel to wipe off smudges and fingerprints. C. Make sure that any special instructions were followed. D. Only talk to the expediter when you need to ask a question about food! Do NOT talk to the second year students on the line. E. When you have completed taking your food from the window stab the ticket BASIC STYLE TECHNIQUES OF SERVICE 1. Serve food from the left of the customer with the left hand. 2. Remove dishes from the right with the right hand. 3. Water and beverages are served from the right with the right hand. Exceptions to the above rules: o Customer safety and convenience o Tables against the walls In special cases; if you need to adjust to the guidelines please do so. SERVICE TIPS

9 1. When bussing tables bring a small tray with you to set dishes on. This allows you to grab more than just two dishes per hand. If you can t grab all dishes from one table DON T overload your tray. Go buss the dishes you have and then come back for the rest. 2. When refilling water, coffee, iced tea (drinks that you can refill at the table) pick up the water glass from the bottom of the glass, refill over the floor, not the table. SEQUENCE OF SERVICE 1. Water and Rolls w/butter should be brought to the table immediately after seating the customer. 2. Appetizer with an appetizer fork, or mini appetizer fork for seafood- if needed 3. Soup or Salad (Extra unused silverware should have been removed after taking their order, i.e., soup spoons and salad forks if the guest does not need them or is done using them.) Soup needs to be delivered with a soup spoon. 4. Entree 5. Dessert with a fork or spoon 6. Guest check on a tip tray. NOTE: Whenever new flatware is brought into the dining room, it should always be placed in a linen napkin pocket. Remove the knife from the pocket and set it down on the table next to the guest using it. SUMMARY OF OPERATIONS Greet and seat guest - present menu. Hand each guest a menu individually after they have sat. Always take menus with you after taking a food order. We need to keep menus clean in order for them to be reused by other guests. Give guest water, bread and butter. You can ask for a beverage order once you have poured the water. Let them know of any drink specials if any. Now is the time to let guests know of any lunch specials and 86 d items. Take food order- make sure to keep seat numbers correct with food items ordered. Clear menus and return them to the Greeters Stand. Enter order into POS and call order to expediter. Make sure to communicate any special instructions. Deliver first course. This will either be an appetizer OR soup/salad. Clear first course dishes. Plates, bowls, coordinating silverware that is no longer being

10 used. Deliver second course. This may be either the salad course OR the entree. Check in- How is everything? Can I get you anything? After entrée, clear entree plates, bread basket, and butter plate. (Some guests will ask you to leave bread for them to finish.) The table should be completely clear of all unused plates, silverware, cups etc. Only cups and glasses that are being used should be left over. Bring dessert tray for guests to look at, get order, enter into POS, and let Santiam dessert student know the dessert order by writing it down and giving it to them. Don t set it on the dessert bench and walk away. Then deliver WITH proper dessert utensil. Clear dessert plates, ask about separate checks. Never assume that there is going to be one check for the entire table. Deliver check on tip tray. Tell guest that you will be their cashier. Here is your check, I will be your cashier whenever you are ready. Pick up payment type, ring it into the register and return any change due even if you suspect that the change will be the tip. Thank your guests for coming in! All tips are put into the tip bucket kept next to the POS. Credit card tips are entered into the POS before closing out for the day. ORGANIZATION & GENERAL THOUGHTS 1. ATTITUDE is extremely important in the Santiam Restaurant! The ambiance of this dining room is created by YOU. Teamwork is of the utmost importance. If you have down time ask other servers if they need help. If you need help PLEASE ASK FOR HELP. SMILE 2. Study the menu! Know what each item is, how it is prepared, and how it looks on the plate. In your "spare time" you could be quizzing each other on the menu. Ask Expo for tasters so you can explain dishes to guest. 3. It is important to put things in their proper places when you are done with them so they will be there when you need them next; i.e. trays, garnishes, pens, etc. 4. Keep the area next to the cash register clean and all the tools you need available and in their places; i.e., stapler, calculator, pens, etc. 5. If you make a mistake, correct it immediately. Don't stand around and worry about it - get it corrected! If you need help doing so, ask for it. 6. If you're having trouble, don't let it go on. Come and let us know before it

11 becomes a disaster. As circumstances pile up, you can easily be "buried". It's easier to correct a mistake before it snowballs into a complicated mess. 7. If you have a complaint or concern, come discuss it with us. We don't want to hear from someone else that you have a problem. PERFORMANCE STANDARDS Student must be able to consistently and satisfactorily serve 12 to 15 guests. Student must be able to communicate accurately, clearly and confidently with customers, staff and fellow students. Student must be able to understand and utilize all monitoring and control systems appropriate to the operation of the Santiam. Student must demonstrate skill in the use of all equipment. Students must be able to communicate guest s needs with the kitchen and insure anyone can deliver it to the appropriate seat number.

12 Station - Santiam Restaurant LAB GRADING PROCEDURE 1. PROFESSIONALISM - 25 Points Teamwork Attendance/Punctuality Attitude Appearance Prepared for Class 2. MANAGEMENT - 15 Points Time Task Coordination Preparation for Service 3. EXECUTION - 20 Points Organization Follows Procedures Adherence to Standard Rules of Service

13 4. FINAL PRODUCT - 10 Points Etiquette (Spoken, Non-Verbal, Telephone) Customer Relationships Communication Total Daily: 70 points The above criteria are the basic foundation skills that we will use to formulate grades. Meeting the above criteria at minimum acceptable levels will result in a "C" grade. A higher grade will depend upon to what extent you exceed these standards. Likewise, a lower grade will be determined by the degree to which you fail to meet these standards. 100%-90% - A 89%-80% - B 79%-70% - C 69%-60% - D Below 60% - F RULES FOR THE DISHROOM MORNING: Check the dish room for clean Santiam dishes and silverware. Take a cart if necessary. Clean bus tubs are located under the Pantry station. Take a grey tub to the dish room and get 1 squirt of Silver Power. Take it to the Santiam prep area and fill halfway with hot water. Insert a slotted silverware holder into the grey tub for the steak knives. Fill a white dish tub with water for silver bullets and butter dishes. Set out 2 dark green bus tubs for soiled dishes, 1 empty rack for glasses and 1 empty rack for coffee cups which goes on the sloped shelf above. AFTERNOON: ALL DISHES (PLATES, BOWLS, WATER GLASSES, MUGS, CREAM CARAFES, SILVERWARE, SILVER BULLETS ETC.): Load all dishes onto a cart and wheel back to dish room. WATER CARAFES: COFFEE CARAFES: Hand wash only. Rinse out and let dry. Rinse them out and place them upside down on a drying rack next to the espresso machine

14 COFFEE AIRPOTS: Rinse them out and leave them open on the drying rack. SANTIAM RESTAURANT Things to do when you think there is nothing to do: Before service: Check the dining room to see that everything is set up properly. Are the tables set correctly? Are there desserts on the display? Is appropriate music playing? 1. Make sure you know your section for the day, and are familiar with the daily specials 2. Memorize the menu and know how everything is prepared and the ingredients used. 3. Are the coffee pots & water pitchers full and on the beverage station by 10:30? During service: 1. Check the dining room! fill beverages clear dirty dishes

15 help run food check with guests to see if they need anything 2. Carry bus tubs full of dirty dishes to the dish room when needed or ask dishroom staff to make adish run for us. 3. Ask the other servers if they need any help with their section 4. Ask the managers if they see anything that needs to be done Santiam Restaurant Dining Room Speech

16 Presentation Guidelines for Santiam Dining room, First Year Students Overview: The oral presentation in the Santiam restaurant serves several educational goals. One goal is for students to learn and practice the presenting of information to a group and incorporating proven techniques of public speaking. Students also learn from researching in depth a subject related to front of the house. Overall, the goal is to expand all students understanding of the skill and knowledge available to go beyond fundamental table service within the front of the house portion of the industry. Requirements: The presentation must be directly related to the front of the house. For example: history of service techniques, specific traditional service of items from classical or other ethnic cuisines, tableside cooking or carving, tableside drink preparation, wine service or marketing, etc. Other acceptable topics could be current trends in service, or front of the house management systems such as advanced computerized reservation systems. The presentation needs to be more than just a demonstration. It should include background information, information on how a person could learn more about the subject, examples of restaurants or industry situations that are or would use this item, product, or ideas. Presentations should be between 5-10 minutes in length, and may include props, media, or other visual aids.

17 GENERALLY ACCEPTED FORMAT FOR ALL PUBLIC PRESENTATIONS/SPEECHES All presentations, long or short, delivered to large or small audiences, regardless of type have three basic components: Introduction, Body, and Conclusion. Listed below are the basic ingredients for each section. INTRODUCTION (Function: Prepare the audience to receive the message.) 1. Gain the attention of the audience. 2. Thesis Statement (A clear, declarative sentence which states topic and purpose.) 3. Provide the audience with a reason to listen. 4. Establish speaker s credibility. 5. Other, if needed: define terms, preview the body of the presentation. BODY (This is the message and is typically organized by standard outline practices.) I. Presents the Main Points. II. Organizes the Main Points in a logical pattern. III. Provides supporting material to each Main Point. A. Utilizes statistics. B. Utilizes examples. CONCLUSION (Provides closure to the presentation.) 1. Re-state or paraphrase the thesis. 2. Summarize and/or paraphrase the Main Points. 3. Leaves the audience with something to think about (i.e. final thought or exit line. )

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