SECTION 5: MAHOGANY PRIME STEAKHOUSE SERVICE

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1 SECTION 5: MAHOGANY PRIME STEAKHOUSE SERVICE IMPECCABLE SERVICE, ATTITUDE, RUNNING FOOD, PERSONALITY, & GENERAL GUIDELINES At MAHOGANY PRIME STEAKHOUSE, our guests expect and will receive nothing less than impeccable service. Webster s dictionary defines impeccable as without defect or error; faultless, flawless. **Waiting tables is 20% physical and 80% mental! (We assume you ll give at least 100%) MAHOGANY PRIME STEAKHOUSE hires and retains the server who has the right attitude someone who puts the guests needs first and looks for ways to help other teammates to best serve our Guests; someone who is pleasant to be around, and encourages others with words of support and praise. Hot food is our highest priority! Because food running is a large part of the teamwork philosophy, serve guests as if they were your table in your station. Don t just drop food and take off. Make sure the guest has everything they need. Be sure to never leave the kitchen empty handed. Check the window for hot food, then the salad window, and then see if one of your fellow servers may need an extra hand. 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. *Do not run food until the expediter has checked it!!!* It s your show! You have a personality; don t be afraid to show it. You re a server, not a servant. We call our customers guests for a very specific reason they are our guests. They have come to our house for more than just food; they want a completely pleasant experience. You are there to make sure they want for nothing. If you feel wound-up, and stressed out, the guest can feel your tension. Put them at ease by being comfortable with yourself and your job. View yourself as a competent professional who can accommodate their needs. You should be warm, engaging, enthusiastic, and helpful. The following is a discussion of the sequence of service and responsibilities for waiting tables at MAHOGANY PRIME STEAKHOUSE. These guidelines for impeccable service should be followed at all times, unless it disturbs a guest (for example, you would never reach between guests talking directly to one another to refill a water glass). Learn these guidelines and practice them until they become second nature. The service style at MAHOGANY PRIME STEAKHOUSE should not be stiff or overly formal, just CORRECT!

2 THE RULES OF FINE DINING SERVICE Ladies are always served first (the exception is children and elderly women, who should always be served first if at a table). The host is always served last. No plates are removed until everyone has finished their course. The exception to this rule is when a guest pushes their plate forward or to the edge in clear indication that they want the plate out of the way. Food is served from the guest s left side with your left hand. Drinks are served from the guest s right side with your right hand. Always serve guests open faced. This guideline for food and beverage service is based on never having your elbow toward the guest. When serving food, serve it to be convenient for the guest. (ex: Cowboy ribeye the bone should be away from the guest). The main underlying principal is uninterrupted service. Don t interrupt the guest to ask if they need tea; just bring them a new glass. The less you interrupt the guest, the better. Most guests will indicate they are finished with their meal by placing the silverware face down across the plate at the four o clock position. YOU SHOULDN T HAVE TO ASK if they are finished with their plate, just remove plates when everyone is done! Keep the table clear of straws, beverage napkins, sugar packets, lemons, etc. at all times. MAHOGANY PRIME STEAKHOUSE 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 MPS. 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 Mahogany Prime Steakhouse a fun, upbeat and relaxing place to have great food and drinks. However, you should always adjust your service and atmosphere to meet that of the guests needs. 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 Attitudes are contagious, is yours worth catching? Here at MPS 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

3 *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 MPS should be focused on the 39 tables that you are responsible for. I know what you re thinking, WHAT!! No one can possibly be responsible for 39 tables (# varies store to store). Your right, no one can without teamwork. Your team is your salvation when you are weeded, and you should rise to the challenge when your team needs you. This way you can look to see what your team needs. Does a team member need beverages, a greet for his/her table, or just a little help with maintenance and bussing? As you give that server a little help he/she will remember your contribution and look for a way to repay your courtesy. Also, as a way of increasing great service, most of the time you will be assigned to a team section consisting of two. 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 empty-handed, if there is no food to be ran, take teas and water and go make some friends in the restaurant! (This is called full hands in and full hands out ) 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 dining expectations for that evening. In order to always hit our greet times, you can always ask other servers to aid you (Teamwork), or simply make this greet your first priority. 1. When you first approach the table you should already have as many black napkins in your hand as will be needed for the guest s table. We replace the white napkins with black napkins so that guests do not get lint on their dark pants. 2. Greet them with menus in hand, distribute them to the eldest lady at the table first. Followed by the other females and then the men at the table. 3. Introduce yourself and partner, if applicable; Use your own personalized approach to sell the table wine. 4. Perhaps in the mean time, while the table is looking the wine list over, they would like a cocktail to begin with! Suggest a specific drink by name from the bar. This should be one of our specialty drinks or featured wines of the evening. Ex. While you are looking the wine list over may I bring a Grey Goose L orange

4 Cosmopolitan, or an Absolute Level Martini Up? 5. Always remember to ask your guests if they prefer sparkling, still, or tap water for the evening. 6. The Greet should take no longer than 1½ minutes depending on the guests interaction and the detail in which you describe certain items. Read your guests. Remember To maintain your professional attitude, never slouch or lean amongst your guests. Always try to have nice posture. MAHOGANY PRIME STEAKHOUSE STEPS OF SERVICE The following steps are the how to guide for providing each and every MAHOGANY PRIME STEAKHOUSE guest with the impeccable service for which we are known. While not every guest s dining experience will necessarily follow this course, it is an outline for the ideal and complete MAHOGANY PRIME STEAKHOUSE dining experience. Category 1-Initial Greet 1. Look for your guest as they are arriving, note if they have on dark pants, and if so then bring them a black napkin when you greet them so that lint doesn t get on their pants second greet with menus in hand Good evening. Welcome to Mahogany Prime Steakhouse, my name is and I will be taking care of you tonight. Mention the feature appetizer to allow the guests time to think about it until you return. 3. Server presents the food menu, ladies first starting with the eldest and handing the menu to the guest. 4. Server presents the wine list(s) - If necessary, guide guests through the wine list - Offer cocktails / take cocktail order - Offer a moment for guests to look at wine list 5. Find out water preference Category 2-First Round of Drinks & Taking Appetizer Order 6. Server notifies S.A. of water preference for guest 7. S.A. delivers water to table 8. Serve cocktails / take wine order & remove wine list from table 9. Suggest appetizers and take appetizer order if they are ready. 10. Ask if they have dined with us before, how long ago? Adjust your spiel accordingly (spiel should take no longer than 1 ½ minutes) 11. Leave table. Allow guest a moment to relax 12. Ask a S.A. to take bread to the table before salads arrive 13. If appetizer orders are taken, place app. Plates on table. Category 3-Wine Presentation & Taking Entree Order 14. Present wine along with proper glassware and chiller or coaster (if bottle) and serve 15. Quality check cocktails 16. Take the remainder of the order (salads, entrees, and sides) before appetizer arrives

5 Category 4-Appetizer & Salads 17. Deliver appetizers 18. Quality check appetizers 19. Remove app. plates and appetizer when guests are finished 20. Crumb, reset utensils if needed for the next course 21. When the table is reset, ring in salad order THEN separately from the salad ticket ring in their entrée and side orders 22. Deliver salads with pepper grinder in hand. Ask the guests if they would like fresh cracked pepper 23. Quality check salads (first-taste call-back. May be silent service). 24. When the table is finished, clear their salad plates, crumb, and reset for the entrée course. Ask if you may remove the bread to make room for dinner or if they would care for fresh bread with dinner (Reset only what is needed. Frame the table for dinner, and if needed bring the appropriate items for lobster and crab). Category 5-Entrees 25. Sell the entrees to the Expo. Ex: Sell 22 (Adjust your time accordingly if selling lobster or crab). 26. Quality check the table before entrees arrive (ex: if guest orders a cocktail or bottle of wine, make sure that those items are at the table and presented before dinner arrives) 27. Deliver entrees with your swarm team. Ask guests cut through the center of their steaks to ensure that they are cooked to their liking, and pull out the double flashlights on steaks in unison. 28. Quality check after two to three bites 29. Silently maintain table throughout meal, removing empty side dish plates, and crumbing inconspicuously when possible 30. Clear table after completion of dinner course in a swarm manner. Crumb table thoroughly and be check ready in case the guests do not care for dessert. Category 6-Desserts & Closing the Table 31. While presenting dessert menus don t forget to mention dessert martinis, afterdinner drinks like cognac, ports, dessert wines, or coffee 32. Take dessert and after-dinner drink order and reset the table for desserts with the appropriate silverware (At the top of the setting spoon horizontally with handle facing right. Below the spoon, a fork placed horizontally with handle facing left.) 33. Deliver after-dinner drinks and coffees, then deliver desserts 34. Quality check desserts and quietly maintain the table 35. Clear desserts, crumb, and refill any drinks or coffees if needed 36. When the table is ready, present the audited check to the guest and ask for a business card if appropriate 37. Authorize or settle check and return to the guest while thanking them by name (If you can properly pronounce it. 38. After guest has signed the credit card receipt, quietly retrieve the book, checking coffee / water levels, and make sure that the receipt is signed while the guest is still there. Quietly maintain the table until the guest leaves 39. Hold the door open for the guests as they leave and thank them for dining with us (even if they are not your table) 40. Fill out thank you cards for guests whose business cards you received. Give business card and thank you card to the manager on duty

6 ASPECTS OF MAHOGANY PRIME STEAKHOUSE SERVICE Beverage service A) 2 minute beverage service (except water, water should be immediate), from the time the beverage is ordered. B) When a non-alcoholic beverage is half full automatically get the guest a new one C) Coffee drinks with alcohol, it is the servers responsibility to warm the mug, put the coffee in the mug and then take it to the bartender D) Suggesting a desert wine, port, cognac, dessert martini, or a coffee drink for every guest after dinner. Greet times - Guest courtesy - Up-selling - Service details - A) All server greet times must be under 30 seconds. This is very important and must be constantly attained. B) You should be able to tell if a table has been greeted by noting if there is a wine list, or lack of wine glasses on the table. C) Using the Team greet system. Anyone can greet your tables to help with 30 second greet times. This helps you and in return you can strive to help that person. A) 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 yield to the side.you should do this regardless of if you have a tray or not. B) Show any guests where the bathroom is by saying absolutely, right this way and take them there. DO NOT TALK THEM THROUH IT! C) Use affirmative language. This means don t say Yep, guys, Ya, nope, etc. Use positive professional language that conveys your knowledge and level of aptitude as a server, for instance Good evening, absolutely, excellent, wonderful, or ladies and gentlemen. A) Be subtle, many MPS guests can read when someone is trying to upsell them. Gain their trust and sell them on the idea that you want to give them the very best dining experience! B) Never use lazy words such as dessert, appetizer, or drink (i.e. in May I get you something to drink? ) Be specific. C) Take advantage of all of our different wines and wine sizes. Instead of one person ordering a glass let them know that we also have half bottles available! Or if the party is large teach them about our magnums! D) Whether you enjoy an item on our menu or not, remember that you are not just an order taker but a salesman. EVERYTHING is great at MPS and describe it as such. A) Any problem with a guest must be handled by management. As a server you are not trained nor expected to handle a guest complaint. B) Do not take an item back to the kitchen and box it for them - This is very unsanitary! Always box any food to go tableside on a tray. A to go bag should be taken out to guests with two or more boxes.

7 C) Once a table has reached the point in their meal when they are ready to be cleared of entrees, automatically print the table s check and have it with you before you begin clearing them. This prepares you in case the guest needs to leave and does not care for dessert. This is called being CHECK READY. E) When delivering a steak, always face the meat or main part of the entrée toward the guest, and have the bone side facing the outside. Serve the food so that it is convenient for the guest. F) When bringing food to the bar, quietly get the attention of the bartender. Never lay the plates down assuming that the bartender heard you. Never deliver the food to the bar guest yourself. TABLE SET-UPS Make sure chairs and booths have been wiped down with a clean towel. Check the table cloth for snags or strings hanging off and make sure it is not inside out. The pepper should be on the left side of the lamp, and the salt on the right. They should be one handwidth apart from the lamp on each side. Each place setting, starting at the left side, consists of: a bread plate, two forks, a napkin, a knife, and a spoon. The wine glass should be about a ½ inch above the knife. All silverware, plates, etc. should be a thumb above the edge of the table and should be spaced a thumb apart from each other on the base of the silverware. Wine glasses and silverware should all be polished before the shift begins.

8 PLACE SETTING (Left to Right) WINE GLASS BREAD FORK/FORK NAPKIN KNIFE / SPOON PLATE EXPEDITING AND RUNNING FOOD A. Running food. Hot food is our HIGHEST PRIORITY! Because food running is a large part of the teamwork philosophy, serve guests as if they were your table in your station. Don t just drop food and take off. Make sure the guest has everything they need. Be sure to never leave the kitchen empty handed. Check the window for hot food, then the salad window, and then see if one of your fellow servers may need an extra hand. B. 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. *** Do not run food until expediter has checked it!!! *** RE-COOK 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 5 R s) 1. Remove the items immediately from the table. (This includes the plate, fork used, and steak knife) 2. Take the item(s) back to the expediter and Report the guest s exact feedback as to the problem. 3. Take a red Re-cook slip from the expo line and fill in as follows: A. Name of product

9 B. Side order(s), if any C. Table, server and pivot number D. State instructions for re-cook 4. Reset the guest with a clean fork and steak knife. 5. When the food has been correctly re-cooked, it will be Run to the guest by a MANAGER only. RESTROOM CHECKLIST Restroom checks are to be done every thirty minutes. As we always do, check every detail. Is there plenty of toilet paper and towels? Are any of the light bulbs burnt out? Is there plenty of soap? Are floors and counter tops clean? Upon restocking and ensuring cleanliness of the restroom, always wash your hands! GUEST RELATIONS Never argue with a guest! Make a genuine effort to please your guest by being courteous and efficient. SMILE! Also, try to use an individual approach with each guest you serve. 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 without feeling completely blown away by the MPS dinning experience. LARGE PARTIES Large parties are our chance to impress many people at once and make the host of the party look really great. When they look great, they come back with more people. The first priority of a large party is to speak with the host to make sure that all details are set before the guests arrive. Remember, every large party is different. Questions to ask the host: (these are your chances sell) - What wine would you like on the table? - Would you like a Full Monty on the table when the guests arrive? If so, would you like lobster to go with the Full Monty? - Would you like the full menu spieled, or would you like to eliminate some of the items, such as the feature steak or the lobster, based on budget? (most preset menus are set up by manager) - If there is a speaker, when do you want us to go over the menus, take orders, etc.? - Try to hit on all of the steps of service, but you must be flexible and adapt to the type of party the host wants. -During the party, be quick and thorough, and remember that your job is to make everyone happy and to make the host look great.

10 PRE-SHIFT TEAM MEETINGS (P.S.T.M.) Line ups (Pre-Shift Team Meetings) are everyday. During this time the manager will inspect uniforms, go over specials for the evening, and communicate any issues that need attention. DURING PSTM, you will be asked to show the following items: Three specific pens, 2 flashlights (bright), a crumber, a wine key, and a black or white lighter. Your uniform should be impeccable with polished shoes and the works! A bank A server book with tickets BEFORE PSTM Directly before line up you should do three things: Make sure you clock in Check your assigned side work Check your section to ensure that it is clean and ready for guests. PRESENTATION OF UTENSILS A. SILVERWARE We polish all of our silverware before it hits the table. B. PLATES Served from the left, removed from the right. (Unless at a booth, then open faced.) C. GLASSES Fingers are never to go inside the glassware or touch the rim of the glass when being served. Wine glasses are only to be handled by the stem. Glasses should be filled a dime size below the lip of the glass. SET-UPS D. ICED TEA Fill a water glass to just above the rim with ice (tea is brewed hot and will dispense hot). Garnish with one lemon wedge resting on the rim of the glass facing three o clock when set on the table. E. HOT TEA Have a coffee set-up, but add a lemon wedge to the coffee plate with a liner underneath. Either take the tea box to the table to let the guest choose, or ask them when they order the tea what kind they would like. If ordered, fill the coffee cup with hot water from the coffee machine, and place the tea bag beside the mug. If ordered at the table with the tea box, you should bring the silver pot full of hot water and pour the water into the coffee cup table side. F. SOFT DRINKS Served in a water glass which you get from the bar. NOTE: Bring a straw with every refill. (Only if the guest is using a straw) G.COFFEE Served in a coffee mug, on top of the plate with a liner; the handle of the mug should be at three o clock and the spoon handle behind the mug should be placed at four o clock. Ask guest if they would

11 like cream when they order the coffee. Make sure to warm mug with hot water before filling up with hot coffee, and use the espresso machine to warm the cream. This will increase temperature. When refilling coffee use the silver pitcher, fill it with hot water first, then empty it and put the coffee in. Take the pitcher to the table, and pick the guest s coffee by the plate (not mug!) to pour the refill in. H. MILK & Served in a water glass or to-go cup that you get, not from the bar. KID MILK I. WATER Every person receives a glass of water, but we ask if they prefer sparkling, still, or tap. Served in a water glass, tap water will have ice and a lemon wedge at three o clock, sparkling has no ice and a lime wedge at three o clock, and still has no ice without a garnish. J. REFILLS All refills on coffee, sodas, ice tea, hot tea, and water are free. See coffee section for refill. All other beverage refills get a new set-up unless requested otherwise. Refills are automatic when drink falls below the ½ full level of the glass. The guest should not have to ask, nor should you, just make it happen! K. BEV NAPS All beverages receive a bev nap when served at the bar top, so when the table is seated, remove all bev naps from the table! L. SMALL To be taken to the table and distributed with all starters. Check the ROUNDS Quality of all plates, making sure the plates are clean on top and OVAL/APP bottom. M. CRAB LEG White folded napkin placed on an app. plate. Pour hot water (from coffee SET-UP machine) over the napkin. Place a cracker horizontally over the napkin take a baby fork and stab it into the edge of a lemon, then place the fork vertically over the cracker and plate. N. LEMONS When a guest asks for extra lemons, limes, etc., use a small lined plate and place lemons in a spiral around the plate, all facing the same direction O. SUGAR If your side-work is sugar caddies, this is what should be done. Each CADDIES caddy should be polished and clean. Then they should be filled properly. One side receives sugar in the raw, and 10 white sugars. The other side

12 available gets 12 Sweet n Low, and 12 equals. We do also have Splenda upon request. 1. Be positive at all times. SERVICE POINTS AND TABLE MANNERS 2. When taking an order, stand up straight. Never lean over, crouch or write the ticket on the table. 3. Know and sell the daily features. 4. Know the menu, inside and out. 5. Place entree in front of the guest and beverages on the table quietly. Never put fingers in the glasses or around rims when serving. Handle all full glasses by the base, and silverware by it's handle. Make sure the guest does not need anything else. Ask: What else may I offer you with dinner? 6. Suggest another round of drinks when glasses are half-empty. Selling liquor is one of the best ways to increase your sales. Be a salesperson, not just an order taker. 7. Check back on the quality of the food in les than two minutes. This does not have to be verbal if the table is in the mist of conversation or business. You can silently make yourself present and check the table. 8. Be aware of the time your orders take to get out. How busy is the kitchen and how many tickets have been sold? Are there any large parties sold or about to sell? Do your guests have an order with lobster or crab legs that take additional time to steam? 9. Keep your eyes on your guests constantly. Before returning to the kitchen, check your entire station and other stations along the way to be sure nothing is needed by our guests. This is called weaving. 10. Pre-bus your tables. This simply means clear the plates, empty glasses and pick up the trash. Have a neat, well-manicured table at all times.(remember Consolidation) Do not stack the plates or glasses on the table while pre-bussing. Refer to the rules of fine dinning. 11. It is very important to move service along in a timely manner. Do not make him/her feel rushed or neglected. Time your tables.

13 12. When you give the guest their check, stay within 10 feet of the guest to see if the guest is ready to pay immediately, and always pick the check pack up after running the credit card so that you can verify a signature. CLOSING YOUR TABLES 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, etc. Remember that just because you have been cut, or your guests have paid out, does not mean that you are finished. They are your guests from start to finish, never ignore them and finish strong. When your table(s) have left, there are still many things you need to do before getting checked out. 1. Wipe each seat and check the chairs, booths, and bases for crumbs. 2. SALT AND PEPPER - Fill each salt and 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. Also make sure they are wiped clean. Wipe down your lamps bases and tops. Make sure the clean pepper is on the left and the salt is on the right, spaced appropriately. The brackets under the shade should be even, facing the salt and pepper. 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 cash-out and checksum report. The reports list your total sales for the shift. Once all of your work has been completed, take this to the shift leader and ask to be checked out, but first so they can have time to check you out, ask them what you can do for them! You will be responsible for watching the shift leader s station while they are checking out your station. 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 manager or head-wait. DO NOT STAND AROUND, STAY BUSY!!! PRESENTING CASHOUT TO THE MANAGER Before you take your tickets and money to get checked out, there are a few things that you need to do: 1. Print a checkout, tip-declaration and a checksum from the squirrel. 2. Separate your tender in piles of credit cards, comps, gift certificates, and cash. All Visa should be together, all Discover together, etc 3. 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. 4. Once ALL credit cards match up, next check your Comps. Using the cash-out, check each type of comp and their amount. Next stamp the backs of all the DUPLICATE copies and fill out the comp completely. A manager will sign the comps at the end of the shift. (if the same check had more than one type of

14 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. 5. Now check your Gift Certificates against the cash-pout for the proper totals you should have and make sure you filled them out (write VOID, the date, and your initials). Also check to see if you have any BOGs (be our guest). These are not G.C.s, they are a comp and need to have a comp filled out! 6. Look at the NET CASH owed to you (usually negative number) and subtract the amount of TIP-SHARE that amount you will be receiving. 7. The order to place all of these is as follows: Tip declaration, cash-out report, checksum, comps, gift certificates, credit cards, 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!

15 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 or the amount you will receive. 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 TIP-SHARE=================================== FOOD $ $ LIQUOR $ 0.00 $ 0.00 WINE $ 0.00 $ 0.00 BEER $ 0.00 $ TOTAL $ $ This amount is the total tipshare owed by server during a shift. ITEMS DOLLARS VOLUME ================================================ NA BEVS $ SERVER SALES $ # COVERS : 42 AVG CHECK $ 9.34 TOTAL # OF CHECKS: 21 TOTAL # OF STAFF CHECKS: 0 *********************************************************

16 PIVOT POINT SYSTEM The pivot point system is designed to eliminate confusion and must be used at all times here at MPS. 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

17 4 5 6 WHY GUESTS QUIT 10% Competitive Reasons 17% Product Dissatisfaction 73% Quit because of Attitude of Indifference toward Guests by Some Employee

18 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. 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.