This section of the Shane s Operations Manual addresses procedures associated with keeping the Front of Shane s House running smoothly.

Transcription

1 foh operations This section of the Shane s Operations Manual addresses procedures associated with keeping the Front of Shane s House running smoothly. It also addresses other areas, such as management, and procedures for stores that sell alcohol. This information includes: Management Management s Daily Duties Checklists Taking Care of Shane s Guests Front of the House Checklists FOH Recipes and Menu Specs Phone Answering Etiquette Beer Sales Procedures Alcohol Awareness -FOH-1-

2 Scheduling Scheduling is another very important aspect to the management role. A majority of the dollars spent in a restaurant are in labor. It is very important to schedule according to projected sales. When scheduling, we do not want to overstaff or understaff. We must learn to forecast and work off those sales when writing a schedule. One way to maximize your labor is to cross-train your staff. Another is to make sure that you are a hands-on manager, not a back-office manager. When volume is slow, management needs to be at the cashier station, on the line, and even clearing tables. *tier employees on schedule Recipe Compliance Keeping current on all changes and new offerings is a must for Shane s managers. They must watch carefully to make sure all preparation is uniform and completed to standards. Everyone is given a least one recipe book at training that will be kept in the store for employee reference. Whenever a new recipe is created or revised, a new page will be given to each store to be added to the recipe book. Counting Inventory Inventory must be counted accurately each week in order to maintain a proper food cost. Updating prices when entering invoices is also a very important aspect to controlling your costs. This will also help prevent theft and waste. We will also be able to find out our food issues, such as over portioning or over prepping. All of these issues will affect your bottom line, and in turn make you more money. During your training you learn how to print physical count sheets, count inventory, and even run reports that will tell you your theoretical food cost. Management s Daily Duties The following checklists can be found in the OPERATIONS MANUAL section of the Shane s Rib Shack Intranet. Download each checklist and adjust to meet your store needs. Then print copies to use, or print and laminate one copy to use it over again each day. It is important that management read s once or twice daily to get any necessary updates from corporate that need to be implemented in-store and passed on to your staff. -FOH-2-

3 Manager s Opening and Morning Duties Check perimeter of the building upon arrival: Depending on arrival time, this should be done from your vehicle, especially if it is still dark. If daylight, walk perimeter to check for trash as well as possible break in. Enter building, turn off alarm, relock door. Turn on lights and check interior perimeter and secure inside: Walk the interior checking for cleanliness as well as possible break in. Check prior day/week sales and labor: Check sales information to ensure end of day was run the night before. Also use this information to determine if any adjustments need to be made for present day s business. Inventory (Typically done on Sunday night or early Monday morning): Do your physical count and enter your numbers into your inventory system. Payroll (Mondays): Complete payroll using information from your POS or other system. Read manager s log: Check managers log for information about things that may impact your shift for the day. Check catering book: Check catering book for any caterings for the day and adjust prep sheet and ordering as needed. Complete prep sheet: Fill out prep sheet based on projected sales for the day. While filling it out, make sure all product is fresh and properly stored, labeled and rotated, FIFO. Follow and review opening checklist: Use opening checklist to ensure nothing is being overlooked. Review hourly schedule to ensure you are properly staffed for the day: Check schedule to make sure there are no staffing issues for the morning. Fill out crew chart: Fill out crew chart for the morning. Put the aces in their places and assign secondary duties. Turn on equipment according to opening checklist: Turn on equipment prior to crew arrival so when they get in they can go straight to work. foh -FOH-3-

4 Place necessary orders: Food / Produce / Paper / Linen / Alcohol / etc. Verify all funds in safe: Count down drawers and petty cash and enter amounts in a petty cash log to ensure there are no shortages from the day before. When Crew arrives: Make sure everyone gets a Good Morning. Bank run: Take deposit and change order to bank. Oversee production and check for readiness to open: Touch base with all stations making sure everything is completed according to specifications and everyone is ready to go. Complete a line check: Use line check sheet to ensure proper par levels and quality of the food. DAY SHIFT GAME ON! Open the Doors: Show time; assume whatever position you are going to work on the line. Set the pace and the tempo for your staff. Tuesday no later than 12:00 noon, make sure sales for the previous week are posted to avoid late posting penalty. 360 shift management and awareness: Watch sales level; make staffing adjustments as needed. Ensure cleanliness of dining room and kitchen. Are your guests satisfied? Manager s Mid-Day Duties Restock line and clean up: Make sure all stations are restocked to proper par levels. Complete a line check. Do mid-day drop: If there is there is an excessive amount of cash on hand, do a mid-day drop. Verify all day shift work was completed: Touch base with all positions and verify with crewmembers that they have completed all assigned opening/mid-day duties. Make sure stations are cleaned well and all items are restocked to par. Verify schedule for PM shift: Check schedule to make sure there are no staffing issues for the evening. Fill out crew chart for PM shift: Fill out crew chart for the PM shift. Put the aces in their places and assign secondary duties. Place necessary orders: Food / Produce / Paper/ Linen / Alcohol / etc. -FOH-4-

5 Day Shift drawer pull: Remove cash drawer used for AM shift and run necessary reports. Count down drawer removing cash due for the AM shift. Reverify all funds in safe: Recount petty cash and other funds to ensure it all balances. Monday, post your previous week s sales today, rather than tomorrow, to make sure you don t miss the Tuesday noon deadline and incur late posting penalty charges. Management and administrative duties can be completed from 8:00 AM. to 10:00 AM. and 2:00 PM. to 5:00 PM. These duties include scheduling, purchasing and any other duties necessary to run a successful shift and store. Manager s PM and Closing Duties Mini manager s meeting: Meet with pm shift manager or supervisor. Go over any information or details that might impact his/her shift. Night Shift GAME ON, Show time; assume whatever position you are going to work. Set the pace and the tempo. Complete a line check. 360 shift management and awareness: Watch sales level; make staffing adjustments as needed. Ensure cleanliness of dining room and line. Are your guests satisfied? Closing Time: Lock doors: Walk interior and make sure all customers have exited the building. Lock the door and instruct staff not to open doors for any reason without a manager s approval. PM Shift drawer pull: Remove cash drawer used for pm shift and run necessary reports. Count down drawer, removing cash due for the pm shift. Following closing checklists: Use closing checklists for checking progress and detail of all closing procedures and duties. Restock and clean stations: Make sure all stations are restocked to par and that they are cleaned properly. Check walk-ins and reach-in for temp and organization: Make sure they are at correct temperature and that everything is clean, organized and stored properly. Equipment off: Walk the kitchen and ensure all equipment is turned off. -FOH-5-

6 Ensure all employees completed all tasks: Use closing checklist again to make sure all side work has been completed. Make sure everyone is clocked out: Run necessary report to ensure all employees are clocked out. Closing paperwork complete financial numbers to corporate. (Due Monday by 2:00 pm). Credit card reports printed, batches transmitted. Safe count completed and change made in cash drawers. Deposit bagged, placed in safe, and safe locked. Fill out manager s log: Write information about the day s shift as well as any information critical to the following day s shift. Walk interior to make sure building is clean: Make sure all areas of the building are cleaned and organized and make notes for potential issues for following day. Make sure all doors are locked.. Turn lights out and set alarm as you leave. All employees will leave together for safety. Drive exterior of building: Look for security issues. Taking Care of Shane s Guests The Guest is... the most important person in the building. Every decision we make is based upon what is best for our guest. accepted in Shane s Rib Shack, with the responsibility of their care in our hands from the time they walk into our building until the time they leave. referred to as Guest and not as customers. Gas stations and hardware stores have customers, while we at Shane s Rib Shack have Guests. the reason why we will do whatever it takes to exceed our Guest s expectations. We must be better than our competitors or our Guest will become their Guest. expecting you to find new ways to exceed their expectations every visit. Adopt a The answer is YES! Now what is the question? mentality. -FOH-6-

7 coming to Shane s Rib Shack instead of going elsewhere. So let s make his/her experience here a memorable one. the person who makes it possible for us to stay in business. The guest will always remember those restaurants which have exceeded their expectations and will return to those restaurants. How can you help? The Guest Right-of-Way This is an important concept in our building. The guest should always be allowed to walk comfortably through our establishment without interference from the staff. Please step aside when necessary, in order to allow the guest through. This shows the guest respect and is also important for safety. Whenever you re within 10 feet of a guest, acknowledge them with your eyes, your smile, and your posture. Within 5 feet, smile and say Welcome to Shane s! How may I help you? Speed and Accuracy Screen knowledge on the register, menu knowledge, beverage knowledge, and interacting with the kitchen are the quickest ways to gain speed. Accuracy will be obtained by paying attention to detail. Ambassadors of the Shane s Rib Shack Brand Cashiers at Shane s are Hospitality Specialists. They must be outgoing people who have a lot of energy and are self starters. They need to be highly motivated sales people since they have the responsibility of raising average ticket sales by using suggestive selling techniques. They are also the first point of contact for guests and need to make a good impression. Shane s Hospitality Specialists need to make a connection with each guest, not only by taking a guest s order who has been here before and knows what they would like, but also by suggesting a new item or helping someone who has never stepped foot in a Shane s Rib Shack. Our Hospitality Specialists may need to take a moment to briefly explain the system. Hospitality Specialists need to understand the importance of being in such a pivotal position. -FOH-7-

8 Guest Service at Shane s. stacey s recipe for creating memorable customer experiences. 1. Say Hello with a warm and friendly greeting 2. Make ordering easy and fun 3. Impress them with a smooth delivery 4. Look after them throughout their visit 5. End with a fond farewell Directions: These steps are just like putting together any good recipe. If you leave out just one ingredient the final dish won t come out right. Care has to go into carefully preparing and measuring, and the result is something that each ingredient alone couldn t achieve. Housekeeping 1. You are the guest s first impression. 2. The guest spends more time with you than with anyone. 3. Always maintain a fun but professional attitude. 4. No leaning or slouching. 5. Make our guest feel at home. 6. Always welcome each and every guest with a smile and make eye contact. 7. Speak clearly and loudly without using restaurant jargon. 8. Take care of a group as a whole, even if the group has separate checks. 9. Ask if this is Dine-In or Take-Out vs. for here or to go 10. Find out if they have ever been here before. 11. Make recommendations and suggestive sell: Example Beverages: Regular drink? bottled water? cold beer? Always offer a choice of drink. Never ask, Would you like anything to drink? Dessert? 12. Always ask, May I get you anything else? -FOH-8-

9 SMILIN at the shack! How we show em the love. By Stacey Thompson -FOH-9-

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26 Bussing Tables Step 1 Pre-Bussing Always have full hands going in and out of the kitchen. Always ask if the guest is finished before removing food or baskets. Clear all empty baskets, plates, cups, used silverware and trash. Half-eaten food warrants questions tell a Manager! The only items remaining when a guest leaves should be their cups. Carry only what you can handle. Step 2 Clearing and Wiping a Table Remove all condiments. Only use a clean towel. Wipe the entire table top, wiping crumbs into your hands. Make sure to wipe off the paper towel stand, and pick it up to wipe underneath it. Wipe around the table edge, the booths, and chairs. Pick up trash under and around the table area, and sweep the floor if necessary. Accountability Cash As the Hospitality Specialist you are responsible for the money. No one goes in your drawer besides the owner, the manager, and you. You will be held accountable for any shortages. Count the money. Always say out loud the amount given to you. Leave the bill on the register until you count back the change. Always count change back to the guest. If a money situation arises, get the manager. Never argue with the customer. Follow careful money handling procedures to prevent problems. Credit Card Shane s takes most major credit cards. Press proper credit card. Swipe the card. Place receipt under the change drawer or stab on a receipt holder. If card is declined, try to swipe again. If still declined, ask for alterative payment. Never argue with the customer if they insist their card is good. Get a manager. -FOH-26-

27 Take Out The Take-Out guest must be treated with as much, if not more, concern for their needs as Shane s in-house guests. Remember, these guests are not only coming to Shane s Rib Shack, but are also bringing Shane s into their homes! Unlike a dine-in guest, the Take-Out guest who receives bad food, service or an incomplete order is unlikely to complain or return the food in order to receive proper preparation. WE MAY ONLY HAVE ONE OPPORTUNITY! Most likely the person will simply cease to visit Shane s. How would you feel if you paid good money for Shane s great food, only to get home having received food you neither want nor care for? Also, remember to educate the guest where items they may need are located (cutlery, extra sauce, etc.) in person. Know this information about your store: What is the address? What is the phone number? What is the fax number? What are the hours of operation? Which credit cards do we accept? Do we accept checks? Are employees allowed to make or receive personal phone calls? What is the average price per person for lunch and dinner? What is the average price for lunch and dinner entrées? Do we take reservations? How long does it take for To-Go Pickup? Where are personal items and employee drinks stored? This information can be entered on your Store Information Sheet in the OPERATIONS MANUAL Section of the Shane s intranet. foh -FOH-27-

28 Shane s Rib Shack Store Information Sheet Name/Location: Address: Phone Number: Web Address: Days and Hours of Operation: Company Name: Owner/Franchise Name: Date We Opened: Directions to Our Location: Something Fun and/or Interesting About Our Location: -FOH-28-

29 opening duties for FOH Manager on Duty: Date: Initial as each item is completed. Clock in and sign in a register with your number Check for any notes from previous shift. Fill out 2 envelopes, one for CC and one for Discounts and Coupons Turn on all fans (ensure all fans are rotating in the same direction) Check for catering orders and ensure all paper goods and teas are ready. Polish tea urns with Satin Shine Reassemble and clean the tea machine, urns and soda fountain nozzles. Wipe backsplash and fountain heads Make teas/ put sanitizer bucket with whisk under coke machine wipe right side of Coke machine where tea splashes Stock any items on condiment stands that may be needed. Pull all chairs down Fill sanitizer buckets Check for printer and credit card paper. Turn on dining and patio music set to appropriate volume. Cut, wrap and stock brownies and cookies Wipe down countertops. Cut and stock lemons and put some out in covered dish with ice. Store, date and label the rest in walk-in. Clean the restroom using our how to method and restock paper and soap. Stock all drink cups at front register counter (the bottom of the top cup is not to be higher than the counter) Make sure ALL trash cans (restrooms also) have trash bags in them and are presentable. Make sure dinning room trash can cubbies are clean, free of debris, and the sliver rim is clean and in place. Put out all welcome mats. Make sure they are swept and clean. Stock and ice salad dressings. There should plenty of each dressing for the shift. Stock packer/runner station and to-go station with bags, cutlery kits, to go boxes lids etc. Stock BBQ sauce portions and Shack Sauce portions. These are stocked at room temperature. Sweep floors Reset beverage/ sauce bar. Stock paper towels, lids, straws, plastic utensils, sugar for teas etc. Clean all three glass doors and windows Dust all ledges & lights Wipe down all tables and condiments Turn on all lights & TV s at 10:45- conserve electricity! Set up patio tables with condiments (weather permitting) and put out umbrellas. Unlock all doors. Turn on open sign. Be prepared to welcome guests with a SMILE! It s show time -FOH-29-

30 mid-day duties for FOH Manager on Duty: Date: Initial as each item is completed. Take out all trash and reline trash cans. Each trash must be lined with two bags. Wipe Counters Restock all cups, menus, to-go supplies, brownies and cookies at register station Restock Condiment and Beverage Station- stock lids, straws, plastic utensils, Sauces, and condiments. Restock Lemon Wedges and change out ice Re clean front doors and windows. Wipe clean all registers. Sweep entire dining room, behind counter, front entry way and bathrooms Spot Mop the dining room if necessary, use a wet floor sign Clean bathrooms and restock. Brush out booths with crumb brush. Fill Specialty sauces and clean (4 Hot, 4 Spicy, 4 Mustard) Organize under counters (register and condiment station) Wipe high chairs and booster seats Pick up trash in parking lot/sidewalks Make more BBQ sauce in portion cups, Stock and fill all dressings Make sure all baskets are clean and lined for next shift Complete weekly cleaning duty Check out with Manager before leaving. Extra Things to Do when Slow Sweep the floors and keep all areas including tables, windows and doors clean. Take baskets to the back and take out trash. Stock all items, including condiment area and items on tables. Check the Tea to make sure we DO NOT RUN OUT Check for any catering and gather paper products if needed. Dust Lights, Neon s, TV s and Fans Polish all Stainless Steel. Start Weekly Cleaning List. Organize under all counters. Check for any burnt out lights. Wipe down all window ledges (inside/out) Sweep patio area -FOH-30-

31 closing duties for FOH Manager on Duty: Date: Initial as each item is completed. 7:00 Restock items needed behind counter: To Go boxes, lids, cups, menus, paper towels, printer paper. Weekly Cleaning duty for today is completed Restock items needed at condiment stand: forks, knifes, spoons, straws sugars packets, wet naps, salt and pepper, mayo, mustard, ketchup. Fill TO GO Sauces full of BBQ Sauce (more than 3/4 full) Restock cookies and brownies Wipe clean all tables & chairs, brush out booths, make sure they are free of any sauce or debris. 8:15 Spot sweep patio and front entrance. Sweep entire dining room, bathrooms, and in front and back of counters Clean all windows and doors (inside/ out) Clean windows at back door 8:30 All sauce bottle tops are to be taken off bottles and washed. All Bottles are to be completely wiped clean. Refill all sauce bottles. Clean & fill specialty sauce bottles at condiment stand. (4 hot, 4 spicy, 4 mustard) Wipe clean all registers and register area. Restock dressings, dump ice water and put dressing in the cooler. Restock Shack Sauce Clean bathroom: Toilet must be cleaned with bathroom cleaner and sink must be wiped clean, mirrors cleaned and spot free. Toilet paper and paper towels stocked Bathroom soap stocked Bathroom Trash emptied every night. Empty Red Sanitizer buckets Align all table tents, ketchup, sauce bottles, and salt and pepper All trash cans are to be cleaned every night 8:50 Bring in from patio all condiments and place on table closet to patio door. Empty trash can behind register. 9:05 Clean lemon container inside/ out and dump lemons Remove all items from condiment stand and wipe clean the entire counter. Wipe doors under condiment stand Tea urns are to be scrubbed thoroughly Entire condiment stand is to be wiped clean free of sugar and debris. Take off Coke and tea spouts and soak in a pitcher with soda water 9:10 All rugs are to be shaken out every night. Mop entire Restaurant with floor cleaner (change mop head weekly) Mop bathrooms Take out all trash. Ensure silver trash can rims are cleaned. Reline all trash cans Turn off open light at closing Lock all doors at closing Turn off music Take all towels to the back and put them into linen baskets Turn off TV s 9:30 Check out with manager before leaving Clock Out -FOH-31-

32 FOH Recipes and Specs Sweet Tea/Unsweet Tea Both are brewed using the same Royal Cup tea pack. The machine should first be turned on by pushing the on/off switch to the on position. One brew cycle makes three gallons of tea per tea urn. May need to adjust water levels. To begin, simply pour tea pack into a filter lined drip cup, slide the cup back in, and push start. Be careful to only push the start button once, and always replace the filter between brews. To make the sweet tea all that needs to be done is to thoroughly pour 7 cups of sugar into the tea urn before starting the brew cycle. All urns need to be cleaned nightly & disassembled. Please soak the tea nozzles overnight in soda water to prevent mold build up. Peach Tea The peach tea comes in a different tea packet from Royal Cup. It is brewed the same as the other teas. Peach tea is sweetened with 5 cups of sugar making it less sweet than the sweet tea. Note: A separate drip cup is required for brewing peach tea. This will prevent flavor mixing. Lemons Lemons should always be present at the drink station, and they should be kept on ice and covered. The lemon wedge should always be used when cutting lemons to minimize risk of injury. First, the lemons should be thoroughly rinsed. Next, a knife should be used to cut off the ends of the lemons. Then, carefully place lemon on the wedge and slice. The lemons should not be cut in half before the using the wedge. The slices should be the length of the whole lemon. Cookies We stock 3 types of cookies; Oatmeal Raisin, Chocolate Chunk, and White Chocolate Macadamia Nut Cookies. You may choose 2. When restocking, it is important to rotate the cookies in the front since we pull from the back, leaving the front in longest. Once a pack of cookies is opened, they should be stored in a closed plastic container or ziplock with label to remain fresh. Cookies should be wrapped individually, face down in saran wrap. Brownies Once a tray is sliced, each brownie should be wrapped in plastic film by placing the top of the brownie down so that the plastic overlaps on the bottom. One sheet of brownies should yield 35 individual brownies. -FOH-32-

33 Need to Know: The following items are on the Store Information Sheet: What is the address? What is the phone number? What is the fax number? What are the hours of operation? Which credit cards do we accept? Do we accept checks? The following items everyone who answers the phone should be able to answer: Are employees allowed to make or receive personal phone calls? What is the average price per person for lunch and dinner? What is the average price for lunch and dinner entrées? Do we take reservations? How long does it take for To-Go Pickup? Beer Sales Procedures Beer is an excellent opportunity to compliment our food, add to the dining experience and raise the revenue of our restaurant. Beer sales increase the value of our brand and raise check averages, increasing both the guest perception and profitability. The information provided here is intended to help you control, handle, order, and serve beer in your Shane s Rib Shack. It is up to us to make sure that our guests, as well as our employees are educated and informed as to how our beer program benefits all of us. Effective Beer Management We manage responsible beer operations that build sales and profits for the long term! There are some specific things that you can do to be proactive in managing a responsible beer operation. These steps will reduce the number of reactive situations you might face. Actively work and monitor the sales staff (cashiers) as you work the restaurant. Talk to your guests. Be conscious of activity in the patio, are there minors drinking on the patio? Encourage your employees to come to you when they feel uncomfortable with a guest. If they come to you with a concern MAKE IT A PRIORITY TO LISTEN AND ACT! When serving beer, make sure that all guests receiving a bottle provide proof they are of legal drinking age (21 or older). -FOH-33-

34 Control of our beer is dependent on the following factors: Ordering Receiving Storage Issuing Service Theft Inventory Ordering It is important to note that excessively high par levels may result in many dollars tied up in inventory and low par levels can cause outages that may result in poor guest experiences. Utilize an order sheet to document orders and to develop pars. Maintain a good relationship with vendors. As a rule of thumb, we are here to serve beer as a compliment to our food. We are not a bar; the savings in a bulk buy will not offset the negativity of having money tied up in inventory. Each restaurant will need to negotiate an order and delivery schedule with their beer vendor. Receiving All orders for beer are to be checked in by a manager. In most cases your product will need to be paid for at the time of delivery, so it is good to have the check ready before your order arrives. It is extremely important that during the receiving process all items are checked carefully for count, brand, breakage, open cases, and correct pricing. Storage and Issuing A great deal of time, effort, and diligence has been demonstrated up to this point. Use the following guidelines to avoid spoilage and prevent inventory mistakes in addition to aid ease of handling. Once beer has been received it must be stored carefully and in an organized manner to avoid spoilage, to prevent inventory mistakes, and to aid in the ease of handling. A manager should be the only one handling issues. Vigilant use of the daily count sheet and sale variance will help to control beer inventories. Bottled beer should be stored in a secure area. If space permits, it should be kept locked at all times. Theft Even the best employees have been temped to do things that are against the rules. The best way we can prevent theft is to follow the guidelines for control and demonstrate to the staff that we are monitoring sales through inventory and proper management. It is strongly recommended that the policies of alcohol consumption, theft, and dishonestly of any kind will not be tolerated and are grounds for immediate dismissal. -FOH-34-

35 Inventory Shane recommends that beer inventory be taken weekly or daily. If your location lacks a secure area for alcohol, you may want to conduct a nightly inventory to monitor for theft. An inventory sheet and program is available to all restaurants. Vendors and Brands Beer Regionally we recognize the importance of local preference and identity with guests. However, we suggest that restaurants keep that special brew to one brand or style. Shane s selection reaches broad appeal by selecting national brands, styles, and beer with down home appeal. Shane s standards on beer quantities are as follows: foh Draft Bottled Wine 2-4 selections 6 selections 2-4 selections Responsible Alcohol Service Here is where our employees can make a great impact on our guest. However, this is where we can also become overwhelmed by inexperience. First, it is important to teach proper beer ID Policies. In some states a picture ID is required from anyone who wants to drink, regardless of age. Shane s recommends that all guests be asked to show proper ID. Help your cashier by posting a notice as to our policy. An understanding of state, county, and city rules and regulations should be reviewed with all employees. Beer is to be consumed on premise and not to be sold as a to-go item. In some jurisdictions there are restrictions on serving alcohol outside, like on a patio. Know what s okay before you open for business. Alcohol Awareness All information addressed in the following section can be found in the OPERATIONS SECTION of the Shane s Intranet. Shane s Rib Shack is committed to the responsible serving of alcohol. We have taken steps to develop an alcohol awareness attitude among our staff that stresses the serious nature of everyone s responsibility as they relate to service of minors and over-serving customers. Our license to serve alcoholic beverages is a privilege granted by the state. If that privilege is ever abused, it can be removed as easily as it was granted. We have a responsibility to act in an accountable manner regarding the sale of alcoholic beverages. -FOH-35-

36 The effects of serving a minor or an overindulged patron can lead to the revocation of our liquor license, as well as financial and civil penalties. An employee s consequences are arrest, a misdemeanor conviction, a fine and a criminal record, along with the inability to work in a restaurant, bar or grocery store for a two year period. Forms of Identification It is Shane s Rib Shacks policy to ask for identification from every guest no matter the age. If there is any doubt of a guest age, or quality of their identification, you are responsible for choosing to serve them. We have the right to refuse anyone the sale of alcoholic beverages if there is any doubt of their age or authenticity of their identification Acceptable Forms of Identification 1. Valid driver s license with a picture 2. State issued personal identification with a picture 3. Passport 4. Military ID with photo Unacceptable Forms of Identification 1. Birth Certificate 2. Drivers license or ID card that has been altered 3. Personal ID that is not issued by a proper government agency 4. Any personal ID that has expired When checking an Id, ask the guest to remove it from any cover that it may have (wallet, plastic protector) so you have the ability to hold it in your hand. After you have checked a guest ID, they may only order 1 drink for themselves. You must have ID for any additional members of their party they are ordering for. If someone orders a drink at the counter before sitting at a table, you have the right to ask them for their ID again before ordering from you if you doubt their age. Watch for guests 21 and older ordering for minors. Just remember, you can never be too careful. Don t hesitate to approach a manger if you have a question or problem. foh -FOH-36-

37 ABC Rules & Laws foh Alcohol may not be sold or served to persons less than the age of 21. Alcohol may not be possessed or consumed by persons less than the age of 21 (regardless where purchased). Alcohol may not be served or sold to anyone who is intoxicated. Intoxicated persons are not allowed to consume alcoholic beverages on the licensed premises. Alcohol can be sold or served between 7am and 2am with the consumption being allowed until 2:30am. Sales and consumption on Sunday is not allowed until 12 noon. Happy Hours & special prices must be offered to all customers for the entire business day in all areas of the restaurant. Certain special promotions are prohibited: Two for Ones Buy one get the second for a nickel Complimentary drink cards Buy a meal and get a drink free Staff must be 18 years of age or older to serve alcohol. Over-Consumption Policy Shane s Rib Shack understands its responsibility to the individual and the community in serving alcoholic beverages. It is our duty to take positive steps to prevent alcohol over-consumption and the risks of driving while under the influence of alcohol. Always notify a manager of any potential problems. Shane s Rib Shack s Policies We will not serve anyone underage. We will not serve anyone visibly intoxicated. We will attempt to find transportation for those who should not drive. We offer a large selection of non-alcoholic beverages. Our crew members are trained to know our Over-Consumption Policy. Over-Consumption Prevention We require the following of our crew members that serve alcoholic beverages: 1. To not serve individuals under the age of 21. A. Penalties for serving a minor: i. You can be arrested ii. You can be sentenced to a jail term iii. You can be sentenced to community service iv. You will be fined v. IMMEDIATE TERMINATION -FOH-37-

38 2. To ask for identification from all guests no matter how old they look. 3. To know the various levels of intoxication: A. Absorption rate is affected by: i. Body Weight ii. Food in stomach iii. Medications iv. Frame of Mind B. Effects vary from person to person, but are progressive: i. Inhibitions ii. Judgment iii. Reaction iv. Coordination C. How to identify the various levels: i. Observe how the guest: 1. Walks 2. Talks ii. Know that the average guest will be beyond legal limit after 1 cocktail in one hour iii. Know that 1 beer= 1 wine= 1 cocktail iv. Engage the guest in conversation to determine possible prior drinking v. Keep track of the number of drinks consumed. 4. To know how to handle guests and prevent over consumption: A. Slow down the absorption rate. i. i. Immediately notify the manager ii. Be polite and tactful iii. Do not solicit a drink order iv. Serve water or complimentary non-alcoholic beverages v. Suggest food items vi. Solicit help from the guest s companions. B. Cutting off service i. Immediately notify the manager ii. The decision to cut off service is FINAL iii. The manager on duty should inform the guest of the decision iv. Remain pleasant but firm v. Offer a non-alcoholic drink C. Beyond intoxication i. i. Determine if the guest is driving. If he/she is, offer alternatives 1. Have someone else drive 2. Arrange for a taxi ***Always rely on your managers for support and guidance*** -FOH-38-

39 Tips to spotting a fake ID There are sites online where people can purchase a real-looking driver s license and there are many tech-savvy people who recreate the state license. Whether it is modified, borrowed or forged, follow these steps and identify whether a driver s license is fake or not. Watch the person who has the ID for signs of nervousness. Nervous body language such as darting eyes or fidgeting can signify it is fake. Be wary if the person clearly looks young. Compare the person to the picture. Keep in mind hairstyles and colors change, so you should be looking at facial features. The height and weight information is a big help. Look for signs of tampering. Fuzzy numbers or letters, red eye in the photo or bumpy surfaces are good clues. Key information often tampered with is the picture, birth date, height and weight. Numbers or a state seal may not match up after the laminate is put back in place, and the card may have rough edges--especially around the picture. Check the expiration date. A license with an expired date may signify it is a borrowed license as the original license holder may give one away which is no longer needed. In contrast, check for an ID which is marked as a duplicate. This could indicate the original license holder may have requested a second license for someone to use. Get out a recent book of each state s driver license details and compare to the ID. Rules change often, so make sure the copy is up to date. Compare the birth date against the driver s license number as many forgers forget to change this detail. Many states code the license number with the birth date and other identifying data. Ask the person for a second or even third form of ID if you are still unsure. In the case of a borrowed driver s license where the person looks similar to the original owner of the ID, it is unlikely there will be multiple cards with the same name as the ID. Ask for credit cards. Talk to the person, and insert key questions which are not usually thought of when someone changes the dates on a license. Ask for the person s zodiac sign or high school graduation year. When you believe it is a borrowed ID, ask what the middle initial stands for and see if there is a hesitation before the response. Alcohol Awareness You re Responsibility & The Law Responsible alcohol service is vital for a prospering business. As an employee of Shane s Rib Shack, we expect you to follow all of the state and local laws, as well as the standards of Shane s. It is crucial that for your success in this company that you be aware and follow all of these rules. If you do not abide by the laws, not only will you jeopardize the stores beer license, but you will jeopardize yourself. -FOH-39-

40 State laws vary, but for the most part, the basic laws are still the same. It is illegal to serve anyone who is under the age of 21. It is also illegal to serve anyone who is visibly intoxicated. If you violate these laws, you can be fined, fired from your job, arrested, and held liable for any injuries the guest may have caused to himself or someone else while he was impaired. Shane s can also lose their beer license because of your negligence, and that could in turn close our restaurant. It is also illegal for a parent or person over the age of 21 to give alcohol to someone underage. If you have a guest that is serving someone under age, please get a manager immediately. Effects of Alcohol on the Body Alcohol is absorbed into the blood stream mainly through the small intestines. Alcohol absorption is influenced by many factors. Daily food intake, dieting, water & other fluids, state of mind, stress, and medications all affect the level of absorption. Body size and build also contributes. The following chart shows the average limit for individuals. BAC Chart for Men Men Approximate Blood Alcohol Percentage Drinks Body Weight in Pounds Only Safe Driving Limit Driving Skills Significantly Affected Possible Criminal Penalties Legally Intoxicated Criminal Penalties Death Possible Subtract.01% for each 40 minutes of drinking. One drink is 1.25 oz. of 80 proof liquor, 12 oz. of beer, or 5 oz. of table wine. -FOH-40-

41 BAC Chart for Women Women Approximate Blood Alcohol Percentage Drinks Body Weight in Pounds Only Safe Driving Limit Driving Skills Significantly Affected Possible Criminal Penalties Legally Intoxicated Criminal Penalties Death Possible Subtract.01% for each 40 minutes of drinking. One drink is 1.25 oz. of 80 proof liquor, 12 oz. of beer, or 5 oz. of table wine. BAC= BLOOD ALCOHOL CONCENTRATION By using these charts, you can get a feel for the level of intoxication in a guest. Basically for each hour after the first, any size person shouldn t consume more than one serving per hour. Did you know that it could take up to 90 minutes for a person to feel the full effects of alcohol? Please be aware, that as a server at Shane s you can personally affect the level that a person consumes alcohol. If you detect that a guest is becoming intoxicated, offer food instead of alcohol. Fatty, high protein foods are the best for slowing the absorption of alcohol. Water also helps. Carbonated drinks speed up absorption. Do not offer these! Be aware of your guest s personality and attitude when you first greet them. If there is sudden change in either, it is possible they are reaching a level of intoxication. Try to impede alcohol ordering from your guest. If their reaction time decreases, speech becomes slurred, and judgment is impaired, do not serve this guest any more alcohol. You can be liable for their actions at this point! Again, in the event that a guest must be cut off, please see a manager! -FOH-41-

42 Alcohol Service Policies Checking ID s is imperative for alcohol service. It is mandatory that you ID everyone. When you ID your guest, make eye contact with them, smile, and ask politely if you may see his/her ID. If they present the ID in a wallet or billfold, please ask the guest politely to remove the ID. Make sure the following items are present on the ID: Expiration Date (not expired), security pattern is correct, state seal is in proper size, and birthdate is valid (over 21). Obviously, verify the picture on the ID with the person presenting it. If there is a slight chance that you feel the ID could be fake, ask the guest to write their signature on a piece of paper and compare the two. For your own safety, also ask for a second form of ID if you have doubts. There are 4 acceptable forms of ID: State Driver s License with a photo, a US Military ID, A State issued ID, or an Official Passport. Examine your own state DL s and know the markings. This will help you identify potential fake DL s. State ID s are identical to State DL s. Military ID s will always have a physical description of the person and a photo, along with a social security number. You have the right to refuse service if you feel the ID is fake. There are no legal repercussions for denying service. SIR Method Monitoring your guest is essential. Use the S.I.R. Method. S= Size up: know the guest s body type and size. I= Interview: Talk to your guest to determine any outside factors that could affect alcohol absorption. R= Rate: Evaluate the guest level. Red, Yellow, or Green. A Green level guest shows no signs of prior alcohol consumption, is totally coherent, and has a valid ID. A Yellow level guest has consumed alcohol and is at a level that they will be able to sober up before leaving your restaurant. Do not let this person drink more than one drink per hour, encourage food consumption, and give them plenty of water. A Red level is considered cut-off which means they have reached a level of impairment that is dangerous and they are not to be served anymore alcohol. They should not operate a motor vehicle. By properly monitoring your guest, they should not be allowed to enter a red level. At this level, you as a server can be held liable for their actions. If a guest does not reach this level, use the following guides to cut-off the individual. Wait until the guest attempts to order another drink before having a manager discreetly cut them off. Do not embarrass your guest. Offer other alternatives to alcohol. Never initiate physical force or judgment to a guest. Always express your concern for the well being of the guest. By following these guidelines you can effectively control the rate of alcohol consumption. -FOH-42-

43 Other important Facts: Happy hour is illegal in most states including Georgia 2 for 1 and other partial-day drink specials are illegal in most states Alcoholic beverages cannot be given away. Employees are forbidden to drink on the job. Alcoholic beverages cannot be removed from the premises. -FOH-43-

44 Alcohol Awareness Quiz foh 1. List 3 types of persons that you cannot legally serve alcohol to: a. b. c. 2. List 2 ways in which a server can determine an intoxicated guest: a. b. 3. It is illegal to serve anyone under years of age. When would someone have had to be born to buy an alcohol beverage today? 4. List the possible legal side effects that can occur if you allow a guest to become overly intoxicated? 5. Is it legal to serve an intoxicated guest that has a designated driver or other form of transportation? 6. What is B.A.C.? 7. For someone who is of medium build, what is the maximum # of drinks they should consume in the first hour? 8. What types of food are good for slowing down alcohol absorption? 9. Should you offer water to a guest that is drinking excessively? What does this do to the body? 10. List the 4 types of valid ID s. 11. What does the acronym S.I.R. stand for? 12. What do you look for when you ID someone? 13. Explain what is meant by red, yellow and green levels. -FOH-44-