Charleston s Service Standards

Transcription

1 Charleston s Service Standards You may have realized that that we never use the word customer or patron, we only use the word GUEST. When someone you value enters your home you treat them as a welcomed guest. You strive to accommodate their needs and expectations, and anticipate their return. This is exactly the way we treat, value and appreciate each and every person who dines with us. As you serve here, remember that you are striving for the perfect dining experience. This perfection takes into account KNOWLEDGE (of the menu and our high standards), PERSONALITY (the attitude that you convey to the guests and other employees) and your SHOWMANSHIP (at your tables you re on stage, relax and entertain by having fun!!) This section will teach you how to increase your tips and have the absolute best time here at Charleston s. ATMOSPHERE The atmosphere that we create for our guests is one of comfort, warmth, and friendliness. As a server you will help create that atmosphere by making Charleston s a fun, upbeat and relaxing place to have great food and drinks. As you begin your shift examine your section, take possession of your tables and the experience that you are providing. If something seems out of place, fix it! This is how you make your money, by taking ownership!!! ATTITUDE Here at Charleston s we ask that you always have a great attitude and a smile on your face! A poor attitude has been shown to affect not only your tips, but your own health, happiness and wellbeing. Having a great attitude merely requires the decision and will to follow through with it. TEAMWORK Henry Ford revolutionized the automobile industry by using people for specific jobs to create a common goal or product;; this was called the assembly line. He created something no one thought was possible through TEAMWORK. Everything you do at Charleston s should be focused on the 60 tables that you are responsible for. Teamwork is the essential component that makes this happen. As you are assigned a section, you will be adjacent to at least one other server, that server is your BUDDY. He is your salvation when you are weeded and your ability to rise to the challenge when he needs you. As you are giving great service to your tables, go by and introduce yourself to his tables and let them know that you are nearby to assist them in any way possible. This way you can look to see what your buddy needs. Does he need beverages, a greet for his table, or just a little help with maintenance and bussing? As you give that server a little help he will remember your contribution and look for a way to repay your courtesy. 1

2 CONSOLIDATION You find that your tables need four iced teas. Which would be quicker and easier, making and running one ice tea, making another and running it out, and repeating the process till all the teas are ran;; or would making them all and taking them out with one trip? Obviously the one trip will always save you time and effort. This is CONSOLIDATION. With a little skill and thought you can save yourself precious minutes when you re extremely busy. Instead of running just the two teas that table #21 needs, run four and you ll be grabbing extras for either your other tables or someone else s. Never go to the kitchen empty-handed, always check other stations for pre-bussing and teamwork. Likewise, never leave the kitchen emptyhanded, if there is no food to be ran, take extra teas and a water pitcher and be a team player by helping other server provide great service to a guest that may be sat in your section the next time they visit! NEVER-ENDING BEVERAGE SERVICE Handling Glassware: Only handle glassware by the very bottom, or by the stem for stemware. This includes when making beverages in bev area, distributing drinks to tables, removing them from the racks, providing water service with a pitcher, or removing dirty glassware from tables. First Time Beverages: The guest should receive their beverages within 2 minutes of ordering. If they order an alcoholic beverage, be sure to take their waters to the table first. Then check to make sure the alcohol is being delivered to the table in a timely manner. Refills: There are many aspects to Charleston s service standards that make our wait staff the best in town. Charleston s is known for excellent service. Our never-ending beverage service is the key to that excellence. When a glass of tea or a fountain drink becomes half empty, another full glass will be given without ever asking the guest if they would like another one. For fountain drinks such as Coke, the previous glass will be removed immediately from the table once the refill is delivered. For Iced Tea, the previous glass will remain on the table until completely empty. Often guests have added lemon and/or a sweetener to their tea and have it just the way they like it. These guest generally do not appreciate their tea being removed from the table, forcing them to constantly have to re-lemon or re-sweeten their tea. If a guest is drinking a cocktail or other alcoholic beverage and it becomes half full, ask the guest if they would like another. If they say no, make sure you keep their water glass full through the duration of their stay. This never-ending beverage service must be adhered to in order to maintain our high standards and consistently exceed the guests expectations. 2

3 Beverage Napkins: Part of never ending beverage service is the maintenance of beverage napkins. Each new beverage should be served with a new beverage napkin. As old drinks are pre-bussed off the table, the soggy beverage napkins should be taken as well. We want to avoid soggy napkins on the table at all times. It may be necessary, especially in the summer months, to replace soggy beverage napkins with fresh napkins in between refills. Ice Requirements: All beverages should be made by completely filling the glassware with ice. When filling, the server should leave a dime lip on the beverage, so as to avoid the beverage from spilling over the lip of the glass onto the floor as it is carried to the table. A dime lip means leaving about a dime s width of space between the beverage and the rim of the glass when filling. Water Service: Pitchers of Ice Water are constantly circulated to keep guests water glasses full. When refilling water, the server will pick up the glass from the bottom, turn slightly away to avoid splashing the guest, and fill their water with the water pitcher. Do not touch the rim of the glass or their straw with the water pitcher. Coffee Service: At Charleston s we fresh grind our coffee beans and serve fresh hot coffee to our guests. We wait until the first guest of the day orders coffee to brew our first pot of coffee. During volume, we then brew fresh coffee every 2 hours and dump the old coffee in order to consistently provide fresh coffee for our guest. After volume (2pm-4pm and 9pm- Close), we brew to order. When serving the initial cup of coffee to the guest, we first heat the mug using hot water from the coffee machine. Let the hot water heat the mug for at least one minute. Dump the hot water and fill the mug will coffee. If cream is required, fill a bell creamer half full with cream, rest a coffee spoon across the rim of the coffee, and deliver to the guest. If multiple guests are drinking coffee and require cream, 1 creamer filled to 2/3 full for every two guests. To refill coffee tableside, pick the mug up from the table by the handle and turn slightly away to avoid splashing the guest. Fill the coffee, and return the mug to the table. Do not touch the mug with the coffee pot. Be careful to ensure you are refilling regular coffee with the regular coffee pot, and decaf with the decaf coffee pot, which has an orange lid. You should suggest regular coffee, alcoholic coffee drinks (such as Café Charleston s or Baileys Coffee) or an after dinner cocktail such as a Chocolatini or Brandy to each table. THE GREET First impressions are the biggest indicators of performance, make sure that your first impression sets the tone for the evening and keeps them coming back. Set the pace off right and let the guest know that they are our first priority. We have a 30 second greet requirement. You MUST greet every table within 30 seconds. If you ve ever waited minutes to eat at a restaurant, you know what it s like to be thirsty, hungry, and ready for someone to fulfill your dinning expectations for that evening. In order to always hit our greet times, you can use other servers to aid you (Teamwork), or simply acknowledge the guest by saying I ll be right there, 3

4 let me drop off these plates, glasses, etc. By acknowledging the guest you let them know that they have not been forgotten, and are appreciated. Example Greet: Upon greeting a table there are certain steps we ask you to follow. While performing these steps, let your own personality shine forth and above all enjoy yourself -- Have fun!!! Steps of the Greet: Place bev naps on the table (This informs the manager you have greeted the table within the 30 second greet time.) and begin your greet: Hello, Welcome to Charleston s, my name is and I will be your server this evening. May I start you off with a Perfect Margarita, Iced Tea, or Peach Bellini? Once the guest orders a beverage: Great! Would you like to start off with either of my two favorites, the Shrimp Cargot or Creamy Spinach and Artichoke Dip this evening? Once the guest orders an appetizer, describe the off- menu features: The featured entree available off-menu today/this evening is: The Pepper Steak. This is a 12oz.New York Strip grilled over hardwood, seasoned with cracked blacked pepper and topped with sautéed onions, mushrooms, and peppers. For $24 it is served with a loaded baked potato and a House or Caesar salad. For fresh fish the evening we are featuring an 8oz Chilean Sea Bass served grilled and topped with a white wine buerre blanc sauce and our fresh mango tomato relish for $36. We also have 8oz. blackened tilapia for $19. Both fish are served on a bed of seasoned rice with our fresh seasonal vegetable, which is Brussel sprouts, and include a House or Caesar salad. I will return shortly with your beverages and start your Shrimp Cargot while you consider your selection. Team Greets Anyone can greet any table to help with 30 second greet times. This helps you, and in return you can strive to help another person. Likewise, do not pass a table by waiting to be greeted without acknowledging them. If your hands are full you can let them know someone will be right with them. If your hands are not full, you should greet the table as though it were your own. Use the following verbiage when making a team greet: 4

5 Hi, welcome to Charleston s. My name is. Your server will be right with you. May I start you with a Perfect Margarita, Iced Tea, or Peach Bellini? Continue on with the full greet, making sure to offer a starter and describe the Entrée Feature and Fresh Fish in full detail. Once you team greet a table, it is your responsibility to meet the 2 minute beverage requirement and ring in any orders you may have taken from the greet. You should communicate with the server to whom the table belongs. Let them know what you have rang in and what beverages you have started the guest with. Notes on the Greet/Service: Once you return with beverages and the guests have made an entree selection, you should always start with the oldest lady first, then any other ladies. Oldest gentlemen next, followed by any other gentlemen at the table. This is the same order in which you would pour wine. Always suggest beverages and appetizers to your guest. Be a salesperson, not an order taker!! Always tell your guest about the features before you leave the table during your greet. They will have time to think about their selection and will usually be ready to order an entrée by the time you return with their beverages. Never say Special. We have entrees and fresh fish which we are featuring that are not available on the menu. So always describe features is mouth watering detail. Paint a mental picture for your guest!!! Always sandwich the price in your feature by stating the price in between the description of the actual entrée and describing the sides and salads which accompany the selection. When scripting more than one fish, describe both fish and how they are prepared along with the price, and then state the sides and salad that will accompany them. Since all featured fish are served on a bed of seasoned rice, with the seasonal vegetable, and with a House or Caesar Salad, it is not necessary to list these items for your guest with each fish separately. Consolidating your scripting this way will streamline your greet and prevent you from sounding redundant. Do not slouch, lean, or kneel at the table. This is very unprofessional. The Greet should take one to two minutes, depending on the interaction with the guests. Some guest may have question about the features and other menu items. Take this opportunity to showcase your knowledge and impress your guests! 5

6 GUEST COURTESY The guest always has the right of way. If a guest is trying to pass, no matter how busy you are, allow them to pass by taking the time to move to the side. Take this opportunity to acknowledge the guest by saying hello or good evening etc. All guests should hear Thank You and Hello five times each during their visit. Show any guests where the restroom is by saying absolutely, right this way and taking them there. DO NOT give directions. Use positive and affirmative language with guests that conveys your knowledge and professionalism. Do not say yep, guys, yeah, nope etc. Instead use absolutely, my pleasure, excellent, wonderful, of course, gentlemen and ladies. Also, do not use kitchen verbiage/lingo/abbreviations when speaking with guests. For example, do not refer to the baked potato as spud or the seasonal vegetables as veggies. Never argue with a guest! Make a genuine effort to please the guest by being courteous and efficient. Smile! All people are different, in different moods, with different needs. Try to read these messages and serve your guest accordingly. If a problem arises with any guest, use your discretion, but always get a manager. We never want a guest to leave unhappy. UPSELLING Use 2 favorites to describe any course. I.E. Can I start you off with either of my two favorites, the Shrimp Cargot or the Creamy Spinach and Artichoke Dip. This sounds much more appealing than Can I get you an appetizer. Never use lazy words such as dessert, appetizer, or drink (as in Can I get you something to drink? ) NO D-A-D WORDS. If a guest orders a HI-Ball such as scotch and water, suggestive sell the liquor. For example, Would you prefer Johnny Walker or Macallen? Pairing the Feature with a wine is a great way to increase your sales. For example: The featured entrée this evening is the Pepper Steak. This is a 12oz. New York Strip grilled over hardwood, seasoned with cracked blacked pepper and topped with sautéed onions, mushrooms, and peppers. For $24 it is served with a loaded baked potato and a House or Caesar salad. This steak pairs perfectly with the rich and slightly spiced notes of the matchbook Syrah. 6

7 If a party orders two or more glasses of the same wine, offer a bottle. If you plan on having more than one glass this evening you may consider a bottle, which pours approximately four glasses and would be a less expensive option than by the glass. Asking the guest if they would like to add a House or Caesar Salad (or a bowl of our famous Baked Potato Soup) to an entrée that does not include it is a simple way to upsell. Adding Skewers of Shrimp or Burgundy Mushrooms to entrees such as steaks or fresh fish is another great way to increase your sales and make more money! ADDITIONAL SERVICE POINTS Always mirror the pace of your guests. We do not want them to feel rushed or to feel like we do not care. Ultimately our goal is to exceed the expectation of their dining experience. Ketchup: Every guests that orders fries should automatically receive ketchup on the plate. Any problem with a guest must be handled by management. As a server you are not trained nor expected to handle a guest complaint. To-Go Boxes: We offer to-go boxes to guest who are unable to finish their meal and would like to take the leftovers home with them. Do not take an item back to the kitchen and box it for them - This is very unsanitary! If two or more boxes are required at your table, bring a bag once the guest has boxed up their food, and place the boxes in the bag for the guest. If a guest leaves and forgets their box at the table and you are unable to catch them, do not throw the box away. Write the time and the table # on the box, and leave it in the designated area in the back in case the guest returns for their food. Keep the box for a minimum of 30 mins before discarding. If a guest is using specific condiments for their meal, such as salad dressing, Hickory or honey mustard, etc., provide a to-go ramekin of this condiment for the guest when bringing their to-go box. Bring a to-go cup/bowl for saucy side items such as Burgundy Mushrooms, especially if it is being packaged with a bread item like a burger or sandwich. Check Back/Check Down: At lunch-time, present the check once the entrée has arrived. This allows the guest to pay quickly and get back to work. At dinner, have the check printed and ready. Check Ready: As a server, you should always have the most current check available. 7

8 10 Step Rule: Once you drop the check off at the table, stay within 10 feet of the guest, manicuring and prebussing your and your buddy s sections, to see if the guest presents a method of payment. We want to process the payment as quickly as possible for the guest. CHARLESTON S 7-STEP SERVICE WHEEL STEP 1- YOUR TABLES / SECTION First priority is greeting the guests in your section within 30sec of their being sat, according to the standard described in the previous section The Greet. But this is not your only responsibility. Before leaving your section, look at your other tables (if they are sat) to check for what they might need. Keep in mind you want to anticipate the needs of the guests. This means that you want to make mental note of anything your guest might need by the time you return to your section. This could include other greets, beverage service, orders taken, pre-bussing, and check presentation. Don t forget about your buddy s section as well. In addition, you want to pre-bus and manicure each sat table before you leave your section, without fail. What is the difference between pre-bussing and manicuring you ask? Pre-bussing is removing larger plates and glassware from the table once the guest is finished with these items. Manicuring: Removing unneeded smaller items from the table while the guest is enjoying their meal, such as empty ramekins, silver bullets, unneeded silverware, straw wrappers, sugar packets, small rounds, etc. STEP 2- WEAVE Once you have made a mental note of the anticipated needs of guests in yours and your buddy s sections and have thoroughly pre-bussed and manicured each table sat, you will begin to make your way back to the kitchen. You will always take the long way through other server s sections, picking up dirty dishes, glassware, or anything that needs to be removed from the tables. Walking with a sense of urgency and keeping your head on a swivel will help you expedite this step. Remember, our goal here is to have Full Hands In. This means that by the time you reach the dish area (Hobart), your hands are full of pre-bussed dishes from yours and other server s sections. If you are detail oriented and you weave, it shouldn t take you more than a few sections of prebussing and manicuring to have full hands. 8

9 What constitutes Full Hands In you ask? A good rule of thumb is that you should carry at least as many dishes back to the Hobart as you can carry out. For most servers this means at least 3 glasses and 3 plates, in addition to the manicured items such as unneeded silverware, ramekins, silver bullets, etc. STEP 3- HOBART The dish area (Hobart) is where all dirty plates, glasses, and silverware are put away. Each dirty dish has a designated spot in the Hobart. This step also includes pulling all clean plates, glasses, and silverware that needs to be brought up to the expo line [The expo line is the main wait station and location where food leaves the kitchen]. This is called Turn and Pull and should take place without fail each time you return to the Hobart. Turn and Pull is necessary to make sure the expo line stays stocked throughout the shift. We use an aspect of teamwork called Drop and Go at the Hobart to expedite the process of getting dishes scraped and placed correctly by the dish machine. If when you arrive at the Hobart there is already another server at the Hobart with dishes, you will tell that server to Drop and Go. The server will leave their dishes where they are and reply to you What do you need? If you happened to need some beverage refills in your section or a starter rang in, you can ask this server to accomplish simple tasks such as this for you while you finish scraping and placing dishes for them. Soon enough another server will arrive at the Hobart and tell you to Drop and Go. You will ask that that server what they need and so on and so forth. This critical aspect of teamwork helps to make sure there is never a bottle-neck of servers stuck at the Hobart and not where they need to be, which is taking care of the guests. STEP 4- P.O.S. After dropping off plates, glasses, and silverware at the dish area (Hobart) and Turn and Pull, step up to the P.O.S. (Point Of Sale computer system where we ring in food and beverages) and ring in the drinks and starters for the table we just greeted. While here at the terminal perform any other P.O.S. functions for any other tables that require it at this time. This includes ringing other orders, printing checks, authorizing credit cards, and settling checks. * Do not bring dirty dishes to the POS- this is not following the 7 steps of service. STEP 5- SIDEWORK Servers will be assigned a side-work duty during their shift. Your sidework will include tasks that need to be accomplished at the beginning of the shift, such as stocking up for the shift, brewing more tea, taking out trash, etc, You will also have running duties, which should be checked on each time you arrive at Step 5 after you use the POS. You will also have closing duties associated with your sidework, which will be checked out by the Shift Leader before you leave each shift. Sidework is another essential part of the teamwork that helps keep the shift running smoothly. 9

10 Restroom Checks: Restroom Checks are everyone s sidework. From time to time you will be handed one of these Restroom Check-List slips. Restroom checks are to be done every thirty minutes. Take the slip and check each item listed. Is there plenty of toilet paper and towels? Are any of the light bulbs burnt out? Plenty of soap? Are floors and counter tops clean? Upon restocking and ensuring cleanliness of the restroom, sign the slip, write the time on it and return it to the expediter s spindle. If a stall is full and you are unable to check if the toilet paper is full, you need to wait and return to the restroom in a few minutes, check the stall once it is empty, complete the slip, and them stab on the spindle. DO NOT just mark it as full and stab the slip. STEP 6- SECTION NEEDS Once you have checked your sidework and performed your running duty, you can begin to address the needs of your section. Remember, you are anticipating the needs of you guests in your section. Recall the mental list you made of what your guests would need by the time you returned to your section;; now is the time to consolidate those needs. This can include beverage refills, togo boxes, additional condiments, etc. Work quickly, and be listening for your expediter or other servers calling for hands so you can be ready to call back with One Hand or Two Hands. STEP 7- FOOD RUN The next step is our NUMBER ONE priority, running food. Just as we have Full Hands In when entering into the kitchen, we also have Full Hands Out when exiting the kitchen. This means before leaving the kitchen we fill our hands with food, drinks, or whatever else is needed. Servers at Charleston s always carry 3 glasses per hand3 glasses per hand. You should never only be carrying one or two glasses out. If you only need one tea for your table, take extra teas out and be a team player! Find a home for them and before long a grateful server will return the favor. Expediter. The expediter is here to help you by organizing orders, garnishing foods, checking to see that items are prepared as specified, and channeling communications between the kitchen and the service staff. All communication should go through this person, even requests for extra sides, checking on orders, etc. The expediter should be the only one directing the flow of food leaving the window. This eliminates confusion and ensures each guest receives the proper order. It is your job function to run food, therefore all servers will be held responsible for running food. Always offer One Hand or Two Hands to the expediter before leaving the expo line. If you are leaving with three drinks and three appetizer plates, you ll offer ONE HAND since you can carry the three drinks and appetizer plates in one arm, leaving the other arm free to run food. If the order is larger than what you can carry, make sure you have a follow hand assisting you to sell the ticket completely. 10

11 Entrée Delivery: Wait for the expediter to sell you the food, do not just take plates from the window without asking. Hot food needs to be sold with the entrée salads on the ticket at the same time. Do not leave with just the hot food without making certain you have a follow hand for the salads. When delivering an entrée, always serve the guest from the right side at free standing tables. Serve open faced (with the hand/arm opposite the guest) and face the meat or main part of the entrée toward the guest at 6 O clock. Make sure you deliver food to the correct seat number, stating the name of the entrée as you set it down, as we do not auction off food. Ex. Who had the Picatta? Be sure to set all dishes down in front of the guest quietly. If possible, we always want to serve ladies first. When delivering a dish to a booth, be sure to use the phrase, Pardon my reach, if you must reach across a guest to set a dish down. Always ask a guest to cut into the center of their steak to ensure proper cook temp. If the steak is not cooked correctly, follow the Red Check Procedure in the following section. Always ask a guest, What else may I bring you with your entrée? before leaving the table. If the guest makes a request, retrieve the item immediately. This is a Guest Contract. Guest Contracts and Red Checks are the only exceptions where you can deviate from the 7 Steps of Service. Once you have retrieved the item required by the guest, return to where you left off in your 7 Steps, which is Step 1 when you end up back at your Section. When food is delivered to your table, be sure to perform a quality check within 1 minute. When bringing food to the bar, step up to the service bar and call out Bar Top. The bartender should then come over to take the plates out of your hand. Never lay the plates down assuming that the bartender heard you. Never deliver the food to the bar guest yourself. 11

12 CONCLUSION Now where are you? You re back in your section where you started- and the 7 steps start all over again. Remembering to follow the 7 Steps in order on a consistent basis will not only make your job easier, but also help everyone work together to ensure our guests receive the very best service possible! RED CHECK PROCEDURES Although the kitchen will do its best to cook all items as ordered, re-cooks on items are inevitable. If this situation does occur, the server should use the following procedure. The 4 R s: Remove, Report, Red Check, Run Remove the items immediately from the table. If the side item is not correct, leave plate and get new side. Report the guest s exact feedback to the expediter. Be sure to repeat a cook temp description to the guest if a steak is being either re-cooked or cooked-up. Re-Cook-We need to begin to cook the entrée again. Usually we have overcooked a steak in this scenario, and a new steak is prepared. Cook-Up- A steak that was delivered to a guest was under-cooked. We put the same steak back on the grill and continue to cook it until it reaches the guests desired temperature. Be sure to verify the sides with the guest when removing a plate for a Red Check. For example, if a baked potato is the side on a Red Check Item, verify the topping for the potato with the guest. It may appear loaded, but may actually be loaded without sour cream. The last thing we want to do on a Red Check is send an entrée back out to the guest with in incorrect side. Red Check- Fill out with the following information: A. Name Server B. Table #, Seat # C. Item & Sides D. State instructions for re-cook, including cook temp Run- When the Red Check item is ready, a manager will run the food out to the guest. Never run a Red Check item to a guest yourself!! 12

13 BIG TOPS Big Tops are a great chance to impress many guests at one seating. To make sure that service is not sacrificed, we have a strict policy on Big Tops. We allow the maximum of twelve guests to one server on a Big Top. Servers will be required to share a Big Top if there are more than twelve people. This gives each server the opportunity to give great service and to show off the teamwork of the restaurant. It is important to know and communicate which seat is position 1 on all big tops. Seat 1 should be standard for Big Tops in your restaurant. Make sure you are communicating with everyone which guest is Seat 1. PRE-SHIFT TEAM MEETINGS (P.S.T.M.) Pre-Shift Team Meetings are given ten minutes before the start of each scheduled shift. For example, during an evening shift there will be a PSTM for the 4pm shift which will start at 3:50pm. For those scheduled at 5pm, PSTM will start at 4:50. And so on. It is imperative that you arrive to work, clock in, put your personal belongings away, and are ready in perfect uniform at the start of PSTM. During this time the manager will inspect uniforms, explain the features for the shift and communicate any issues that need attention. BEFORE PSTM Directly before PSTM you should do four things: Make sure you clock in and wash your hands. Check your assigned side work. Check your section to ensure that it is clean and ready for guests. Know your buddy. DURING PSTM: You will be asked to show the following items: Three pens- Black click A bank (1 five, 12 ones and 3 dollars in coins) You will also need to be able to script all features including the fresh fish. Make sure you arrive to work early enough to write down the features from the FEATURE BOARD and practice if necessary. 13

14 PRESENTATION OF UTENSILS A. SILVERWARE Silverware is to be picked up by the handle always, especially when doing roll-ups. Placing roll-ups on the tables is the responsibility of the wait staff. Roll-ups should be clean and tightly rolled. The outer seam should face inward. All Silverware is to be polished before being rolled. B. PLATES Plates are always handled and served by the rim only. Never carry plates against your body. Set plates down quietly in front of guest. C. GLASSWARE Fingers are never to go inside the glassware or touch the rim of the glass when being served. Glasses should only be handled by the very bottom and should be filled a dime size below the lip of the glass. The beverage should never spill over. Glassware should be filled to just above the top with ice. D. SOUP BOWLS (10 oz. servings) Soup is served in a soup bowl on the soup bowl plate. All soups are served with a soup spoon and the appropriate garnish on top of the soup. (Crackers are served on request ONLY). E. SOUP CUPS (5 oz. servings) Soup is served in a cup resting on a small round plate. Refer to Soup Bowls. SET-UPS A. ICED TEA Unsweet: Fill the Collins to just above the rim with ice. Garnish with one lemon wedge resting on the rim of the glass. Served with a straw. Be aware to bring refills acoording to your guests preferences (if they take the lemon or straw out, do not bring refills with lemons or straws) Sweet: Fill the Collins to just above the rim with ice. There is no garnish. Served with a straw. Again, bring refills according to the guests preferences. B. HOT TEA Fill silver tea pot with hot water, place it on a small round plate with ONE tea bag and lemon on the side. Take this and a warmed coffee mug to the guest. C. SOFT DRINKS Served in a Collins/Pint glass with ice all the way to the top. If a guest is using a straw, use a straw in every refill. 14

15 D. COFFEE (Regular or decaf) Served in a coffee mug, no under liner and with a spoon. Ask guest if they would like cream. Make sure to warm mug up with hot water before filling up with hot coffee. This will keep the coffee hot longer. E. HOT CHOC. Obtained from the bar. Topped with whipped cream. F. MILK & Served in a Collins/Pint glass or to-go cup, obtained from the KID MILK bar. G. WATER Served in a Collins/Pint glass full of ice. To be served automatically with all hot drinks, alcoholic drinks, and wine. Otherwise served only on request. Served with a straw. Lemons on request only. H. REFILLS All refills on coffee, sodas, ice tea, hot tea, and water are free. When filling coffee or water at the table, pick up the mug or glass and refill to the side. All other beverage refills get a new set-unless requested otherwise (We bring them an entirely new beverage in new glassware). Refills are automatically delivered by the time the guests beverage is half empty. The guest should not have to ask, nor should you. Just make it happen! I. BEV NAPS All beverages receive a bev nap, even refills. Replace bev naps as Needed throughout the meal. J. SMALL To be taken to the table with all starters. Check the quality of ROUNDS all plates making sure the plates are clean on top and bottom. K. FINGER Triangular folded linen placed on a small round. Pour hot water in LINEN the center of the linen on both sides, place a lemon wedge on the center of the linen, and take to the table one minute before or one minute after entrée hits the table. (Backs, Combo) L. LEMONS If lemon is requested after the drink is served, bring two lemons per guest that requested, on a small round. For two guests, you may bring 4 lemons per small round. Do not exceed four lemons per small round. If additional lemons are required, bring a second small round. 15

16 CLOSING YOUR TABLES/ZONING Once you have been closed you will no longer receive tables. You will continue to wait on your existing tables, do your side work, run food, roll silverware, etc. Once your table(s) have left, there are a few things you need to do before getting checked out. 1. Wipe down your entire table with a moist towel (and the condiments). Wipe each seat and check the corners for crumbs. 2. Set your tables with silverware roll-ups. Make sure each one is neatly placed across from the other in the center of where the guest would be seated and not to the right. The roll-up should be tightly rolled with no DOG EARS sticking out. The point of the roll should face the inside of booth or face clockwise on all other tables. 3. Fill each condiment if needed. SALT & PEPPER -Fill each salt &pepper if you can see any space or light coming through from the top. Fill these to the rim because they will settle some when you take them to your table. SUGAR CADDIES - Fill sugar caddy so you can just place the tip of your index finger in the caddy. Do not cram the sweeteners in. If you shake the sugar down to one side of the packet they will go in easier. The packets should be neatly placed in each caddy. Make sure you wipe down the outside of all your condiments, and sweep the floors surrounding your tables. CHECKOUT PROCEDURE Check your side work duties to see what you need to do to close down or restock your assigned side work. Once all of your tables are gone and all of your checks have been closed, you need to run a cashout and checksum report. These reports lists your total sales for the shift. Then write your name, the tables you had and your side work on the top of your cashout. Now go check the Shift Leaders section. Perform any needed task that may be required, as you would your own table. Then bring your cashout slip to the Shift Leader. You need to tell the Shift Leader 3 things when you hand them your slip to be checked out: 1. What you just did for them in their section. For example, I just took all new teas to table 45, brought boxes to 46, and processed your payment at What you are about to do in the restaurant while they are checking you out. For example, I am about to turn and pull all plates. 3. What else can I do for you? The Shift Leader is checking a lot of people out and still responsible for overseeing the restaurant. Being a Team Player in this way will expedite the checkout process for everyone. 16

17 So a summary of this exchange sounds like this: Here is my slip Alison. I just took all new teas to table 45, brought boxes to 46, and processed your payment at 41. I am about to turn and pull all the plates. What else can I do for you while you check me out? Once the shift leader has checked your station and there is nothing they have asked you to do, you are ready to checkout with the Headwait (Basically, this means giving the money you owe, to the restaurant. You are to continue to run food, roll silverware, pull dishes and glassware until you are called by the manager.) DO NOT STAND AROUND, STAY BUSY WORKING!!! CHECKING OUT WITH THE HEADWAIT Before you take your tickets and money to get checked out, there are a few things that you need to do: Print a checkout, tip-declaration and a checksum from the squirrel. You will need to pick-up your checksum from the bar printer in some locations. Separate your tender in piles of credit cards, comps, gift certificates, and cash. All Visa should be together, all Discover together, etc Using your checksum, verify each credit card receipt and its amount against the amounts on the checksum. If the guest has totaled a credit card incorrectly, please write the correct total underneath the total written by the guest, circle it, and initial it.. Never write over what the guest has written!! If there are any discrepancies or missing C.C. receipts, find the check number of the error on your check sum and ask a manager to help you. Once ALL credit cards match up, next check your Comps. Using the cashout, check each type of comp and their amount. Next stamp the backs of all the DUPLICATE copies and fill out the comp completely. Staple any appetizer/dessert cards to the front of the yellow copy and write VOID across it. A manager will sign the comps at the end of the shift. (if the same check had more than one type of comp, you must have two separate copies of the check, each with a comp stamp). A list of comps will be provided for you to view.now check your Gift Certificates against the cashout for the proper totals you should have. Look at the NET CASH you owe and add the amount of TIP-POOL that you also owe for your total cash due. Make sure that the exact amount due is given with all the bills facing left and right side up. Change should be to the nearest.05 cents The order to place all of these is as follows: Cashout report, comps, credit cards, gift certificates, checksum, and the cash you owe the restaurant. Do not leave until the Head wait/manager has counted your money. Don t forget to clock out, and claim 100% of your tips. 17

18 Sample Cashout ******************************************************* CASHOUT FOR JOE S. 05/10/04 ******************************************************** REFERENCE # 14 Total cash tickets. Total credit card tips. PAYMENTS TIPS NET # ================================================ CASH This amount plus tipshare is the VISA amount owed to store from server. MASTER AMEX TOTAL $ Total Credit card sales. 4-EMPL$ Credit cards will be listed under 8-TRN $ cash. Make sure your credit card 4- CHAR$ slips add up to this amount TOTAL$ = This amount is your net Sales. CATEGORY SALES TIPPOOL Credit cards will be listed under ================================================ Cash. Make sure your credit card FOOD $ $ slips add up to this amount. LIQUOR $ 0.00 $ 0.00 WINE $ 0.00 $ 0.00 BEER $ 0.00 $ TOTAL $ $ This amount is the total tipshare ITEMS DOLLARS VOLUME ================================================ TOTAL # OF CHECKS: 21 TOTAL # OF STAFF CHECKS: 0 ********************************************************* 18

19 PIVOT POINT SYSTEM The pivot point system is designed to eliminate confusion and must be used at all times here at Charleston s. We do not want to auction off food. The pivot is the point in the aisle where the service person stands to take the order. The seat to the service person s immediate left when he/she is standing at the pivot point is number 1, (It is position #1 whether it is occupied or not), continuing around the table clockwise is number two, three, four, etc.. The host staff needs to know the pivot point system for a several reasons, they are as follows: A. If a guest stops you and asks you to get their server B. If a guest needs to see a manager C. If a guest tells you it is someone s birthday at the table D. For any other reason that you would need to communicate to a manager or a server about a particular person sitting at a table. 19

20 WHY GUESTS QUIT 10% Competitive Reasons 17% Product Dissatisfaction 73% Quit because of Attitude of Indifference Toward Guests by Some Employee I AM YOUR GUEST You often accuse me of carrying a chip on my shoulder, but I suspect that this is because you do not entirely understand me. Is it not normal to expect satisfaction for one s money spent? Ignore my wants and I will simply cease to exist. Satisfy those wants and I will become increasingly loyal. Add to this satisfaction any little extra personal attention and friendly touches you can dream up;; and I will become a walking advertisement for your restaurant. When I criticize your food or service, which I certainly do whenever I am displeased and to anyone who will listen to me...take heed. I am not dreaming up displeasure, the source of it lies in something you have failed to do to make my eating experience as enjoyable as I had anticipated. You must find that source and eliminate it or you will lose me and my friends as well. I insist on the right to dine leisurely or eat in a haste according to my mood, schedule or other circumstances. I refuse to be rushed and I abhor waiting. This is an important privilege that my money buys for me. If I am not spending big money with you this particular time, just remember that if you treat me right I will be back later with a larger appetite, more money to spend and probably with a number of my friends. I am much more sophisticated these days than I was just a few years ago. I have grown accustomed to better things and my needs are more complex. I am perfectly willing to spend more money with you, when I have more money to spend, but I insist on quality to match your prices. I am, above all, a human being. I am sensitive especially when I am spending money. I cannot stand being snubbed, ignored, or looked down upon. I am proud. My ego needs nourishment of a friendly personal greeting from you. It is important to me that you recognize my own importance to you and that you appreciate my business. Of course, I am a bit of a show-off too, but do not condemn me for that because you are probably a little hammy at times yourself. Just smile and indulge my whims as best you can. Remember that while you are feeding me in the literal sense, my money is figuratively feeding you. 20

21 Whatever my personal habits may be you can be sure of this, I am a real nut on cleanliness in restaurants. Where food is concerned, I demand the strictest sanitation measures. I want my meals handled and served by the neatest of people in sparkling clean dishes. If I detect signs of carelessness such as dirty fingernails, cracked dishes or soiled table cloths, you will not see me again. I am your guest now, but you must prove to me again and again that I have made a wise choice in selecting your restaurant over others. You must convince me repeatedly that being a restaurant guest is a desirable thing in the first place. I can, after all, eat at home. You must provide something extra in food and service, something superior enough to beckon me away from my own table and draw me to yours. You must provide the incentive for me to eat out.