BUSSER MANUAL & PACKET NAME

BUSSER MANUAL & PACKET NAME JANUARY 2017

GENERAL INFORMATION TEST 1. List the president, vice president, area partner, general manager, and all store managers. (First and last names please) a. PRESIDENT: b. VICE-PRESIDENT: c. AREA PARTNER: d. GENERAL MANAGER: e. SR. KITCHEN MANAGER: f. FOH MANAGER: g. BOH MANAGER: h. BOH MANAGER: i. MIT (IF APPLICABLE): j. MIT (IF APPLICABLE): 2. Who are your trainers? 3. What is our store phone number? 4. What is our store address? 5. Who must first approve all schedule transfers? 6. Who is our administrative assistant? 7. What are our hours of operation? KITCHEN: BAR: Sunday Monday - Thursday Friday and Saturday 8. Where is the employee parking area? 9. Where are on duty employees allowed to smoke? 10. What is the last day that schedule requests are accepted? 11. What is our email address? Possible Points = 26 Total Points Scored = Total Points: / 26 Final Score = 2

WHY WE ARE CHARLESTON S Homemade Dressings and Desserts Made from Scratch! Food is Flavor Profiled every shift by a Manager We Serve only Fresh Fish and Pasta! Cook over Live Hard Wood! The Five Thank You Rule! Fresh Ground Coffee Beans! The Answer to a Guest is Yes (we try)! All Soups made Fresh Daily! A Working Partnership in the Community! An Ounce and Half Pour on All Highballs! Fresh Squeezed Orange and Grapefruit Juices! Fresh Salmon Smoked in House! Fresh Baked Bread and Croissants! Management Visibility on the Floor and Table Visits! Open Kitchen! First in Service Standards! (Media Recognized) Utilization of Pivot Point System! All Recooks and Guest Complaints Handled by Management! Active Members in Civic Organizations and Local Chambers! Employees Treated Like We Want Them to Treat Our Guest! Signature Items: Baby Back Ribs, Chicken Tenders, Baked Potato Soup! 3

CHARLESTON S BUSSER UNIFORM A GENUINE CHARLESTON S SMILE!!!! Most Important Part of your uniform HAIR: At Charleston s, we want to project a conservative and natural appearance. Alternative hairstyles are not acceptable for males or females. This includes two-tone dramatic colors. Females: Hair must be in a tight ponytail or bun and may not be touching your shoulders or back. All feathers or flyaways should be pinned up out of your face. You may wear black hair ties, barrettes or headbands as long as they are less than 1/2 thick. Males: Ponytails and excessive spiking of hair is not allowed. Hair should not touch your shoulders or cover your ears and sideburns must be well trimmed and not longer than the earlobe. Males should be clean shaven each shift. No facial hair is allowed. JEWELRY, PIERCINGS, TATTOOS & NAIL POLISH: FEMALES MAY ONLY WEAR: One ring per hand Two earrings per ear, posts only A simple silver or gold necklace One silver, gold or black watch Shades of red, pink or French manicure only on nails MALES MAY ONLY WAR: One ring One silver, gold or black watch NEVER ALLOWED: Visible body piercings other than the earlobe Hoop or dangling earrings More than two earrings per ear for females No earrings for males or barbell earrings for females No bracelets (Metal, plastic, string, etc.) No choker necklaces or medallions Black or dark nail polish 4

Visible body tattoos are never allowed, if you have one it must be covered completely with tattoo cover-up that you purchase (bandaids and wrist bands are not allowed) FITTED BLACK POLO SHIRT: You must get your shirt approved by your General Manager Should be clean and wrinkle free every shift Shirt may not be worn if faded Must be tucked in at all times Shirt may not have a logo of any kind Shirt should have 2 buttons SOLID BLACK PANTS: Pants must be approved by your General Manager. A good quality black slack Editor-style for females Docker-style for males Fit should be neat with a crisp ironed crease Length should have slight break over the shoe, socks should not show NO: Jean-style, flap pockets, double-stiched, patch or cargo pockets, ankle huggers, flare or dragging pant leg pants are allowed. SHOES, SOCKS & BELTS: SHOES: Solid black shoes only No stripes or colors allowed on shoes Must be clean and made of leather or leather like (no canvas) Heels are to be no more than 1 ½ high No open-toed, backless or clog type shoes SOCKS: Black socks only BELT: Black leather belt Smooth matte (not shiny) finish No holes or detail Simple buckle that is silver, gold or black only No large buckles 5

RESTAURANT VOCABULARY 86- Sold out of a particular item. 2 Top- A table or booth that seats or can seat up to two people. 4 Top- A table or booth that seats or can seat up to four people. 6 Top- A table or booth that seats or can seat up to six people. All Day- Bank- Behind You- Check-Out- Closed- Expediter- Expo- Graze- Hobart- On The Fly- P.S.T.M.- Consolidate on drinks or food items, i.e. 3 Dr. Peppers all day Money a server carries to make change for a guest's bill. A verbal warning not to turn around or stop as someone is behind you. A shift leader checks a server s side work to make sure it has been completed correctly. May also refer to a server turning in his/her money at the end of their shift. The point during a shift when a server will no longer receive tables, however, they will continue to serve their existing tables. Person who calls the orders into the kitchen. He/she is also the final checkpoint for food quality before it reaches the guest. The expediter bridges all communication from the wait staff to the kitchen. The place where food comes out of the kitchen. (Garbage mouthing or Grazing) - To eat food off of plates or eating any food items while working a shift. This is prohibited. The exception is the expediter who tastes all the food. The area or machine where dishes are washed. Needing something immediately rush it. (Pre-shift team meeting) A gathering of servers before each shift. This gives managers 6 a chance to inspect uniforms and

give information. Runner- Roll-Up- Run Food- Side Work- Singled Out- Spec- Station- Teamwork- Wait- Wait Station- Weaving- Weeds- Zone- Any person who takes food from the service line out to the appropriate guests table. 2 forks, 1 knife, 1 spoon rolled together in a white linen. Roll-ups are placed on every table in the dining room. Taking food to a table. Duties assigned to a server to do throughout a shift. Needing only one To do a job or to make a food item exactly to specification. A server's assigned tables. Charleston's service philosophy. Everyone (managers, servers, hostesses, and the kitchen staff) helps each other. Refers to a full restaurant. Guests are waiting to be seated. The area where servers obtain glasses, iced tea, coffee, etc. This is when a server circulates through the entire restaurant looking to see what is needed by our guests. Not being able to perform up to Charleston's standards. Can occur from being unorganized or simply being extremely busy. The point during a shift when a manager closes some stations, and enlarges others. 7

BUSSER TRAINING SCHEDULE Trainer: Date: Trainee: Training Preview: Arrive on time in complete uniform Clock In Reference Material Reviewed General Information and Table Chart Test Given Corrected Reviewed Today s Training Goals In-Depth Tour Dining Room Towel Buckets Slings, Booster Seats, High Chairs Silverware Other Items Needed for Setting Tables Kitchen Hobart Area/ Linen Bag Trash Cans and Trash Bags Silverware Station Dishes/Glassware Expo Area Liquor Cage Candle Refills Condiments Ice Bins and Machine Buckets and Scoops Restroom Supplies-Soap, Paper Towels, Toilet Paper Cleaning Solutions Parking Lot Areas to Look for Trash What is Meant by Trash Shiftly Procedures: Check Towels and Restrooms Closing Procedures: Bar, Restroom, Managers Additional Goals for Today 1. 2. 3. 8

On The Job Training: Trainer and Trainee work together. Trainee will observe and assist the trainer. The following points must be explained. Bussing and Setting Tables Setting Tables Thoroughly, Quickly, Quietly Setting Tables Correctly Cleaning and Restocking Restrooms Cleaning Mirrors Emptying Trash Refilling Soap Checking Toilet Paper Wiping Counters Refilling C-Folds Maintain Clean Floors Rolling Silverware Check Parking Lot for Trash 9

GENERAL BUSSER POINTS FIRST IMPRESSION SMILE! The unique aspect of being a busser is that you come into direct contact with every guest that walks through the door. The first impression that is made at the front door is often carried throughout the guests whole dining experience with us. When our guests enter the restaurant, they want to see an attentive employee versus someone who is just going through the motions. It is important that you make each guest feel welcome and comfortable by projecting a friendly attitude towards each and every one of them. A LASTING IMPRESSION It is our goal to treat our guests in a way that we insure their return. Your responsibility continues even after the guest is seated for dinner., It is important that you are quick to recognize any further guest needs. Always be ready with directions to the telephone and restroom. If for some reason, a guest stops and asks you a question you are not familiar with, quickly find a server or manager to take care of the guest. As they are leaving, make sure to say Thank You (the five thank you rule)! The key to making our restaurant flow smoothly is teamwork, and you are a very important part of the team. GUEST FEEDBACK Accept guest response, positive or negative. We sincerely hope the majority of comments will be positive ones, but occasionally a problem may arise. Please handle these difficult situations in a polite and professional manner. Without making our guests feel uncomfortable, ask them to wait for a moment and say...let me get (managers name), he/she would like to hear your feedback. Do not try to handle it yourself or promise the guest anything, let the manager talk to them. 10

PRIMARY RESPONSIBILITY: CLEARING AND SETTING TABLES Your job as a busser plays a very important role in the success of this restaurant. Your responsibilities include keeping all available tables cleared and set as well as maintaining the overall cleanliness of the restaurant. Clearing and setting tables is your first and most important responsibility! How quickly, thoroughly, and consistently the tables are cleared and set directly affects the Guest. Listed below are things to remember about these three factors. QUICKLY Tables should be cleared and set within two minutes after the previous guests have departed. There is a constant flow of Guests entering and leaving the restaurant. All available tables must be ready in order to seat the Guests as soon as possible. THOROUGHLY Each table should be cleaned and set knowing that someone will be eating at that table when you finish. Always wipe the ENTIRE table with a CLEAN towel, check the CHAIRS and BOOTHS for crumbs, check the FLOOR for trash, and set the table NEATLY with CLEAN and tightly rolled silverware. Candles and condiments should be arranged properly. Candles should be lit in the evening. CONSISTENTLY The appearance of the dining room is always very important. Every time a Guest walks through the restaurant, he/she notices the decorations and the design of the dining room. DIRTY TABLES ARE NOT IMPRESSIVE. They will affect the Guest s impression of the restaurant. Even the Guests sitting near the dirty table will not enjoy his /her meal. 11

THE FAST, EASY WAY TO CLEAR AND SET TABLES Clearing and Setting Tables is the most important part of your job. What you use to wipe the table will make a big difference. Do not carry the buss towels around with you. The towels should be kept rinsed and clean regularly. Listed below are some points on bussing and setting tables. Remember that our goal is to clear and set each table within one minute. MAKE SURE THE GUEST HAS LEFT Tables are often mistakenly cleared while guests are in the restroom. There are a number of hints that will help you determine if the party has left such as: money on the table, empty coffee mugs, lack of silverware etc. When in doubt, ask the table s server. CLEARING THE TABLE Move candle and condiments to the corner of the table. Completely wipe down the table with a clean, damp bus towel. Make sure to conceal the towel in your hand. The towel should never be visible to the guest. Avoid pushing crumbs and trash onto the floor. Arrange candle and condiments properly in the center of the table. If you leave the table with dirty dishes, but have not wiped it down, pull the sugar shaker out to the end of the table to indicate to the hostess or others that the table is not clean. Wipe all chairs and booths. Check for crumbs and spills. CHECK THE FLOOR Crumbs, napkins, trash are often missed, make sure to sweep when needed. A table that had children will probably need a total floor check. Watch for items that have been left by guests and bring them to a manager on duty making sure to tell them the table number it came from. 12

RESET THE TABLE All table settings must be clean and tightly rolled. Make sure to set the table correctly. ONE LAST LOOK Ensure that the table is ready for the next Guest. Inform Hostesses or managers which tables are ready to be sat. DISH MACHINE Place all items into the proper containers or stacks. Return any chip baskets, condiments, etc. to their proper place in the kitchen. BUSSERS SHOULD NEVER Remove dirty dishes from occupied tables, nor should they refill beverages for guests; if the guest asks for something, the busser should notify a server. 13

SECONDARY RESPONSIBILITY: MAINTAINING THE CLEANLINESS OF THE RESTAURANT BE AWARE OF THE FOLLOWING: FLOORS The isles in the dining room must be kept clean. Always pick up any paper, food, and any other trash that might have accumulated on the floor. Pick up any trash wherever it is noticed. Never walk over it. Use the broom or Bissel to pick up crumbs if necessary. A table with children will generally require a full floor check. It is important to be aware of the floor because its appearance will in turn affect the Guest. RESTROOMS The restrooms must be checked every half-hour. They must be stocked with soap, paper towels, and toilet paper. Remember to check the floors, trash, and wipe mirrors and counters regularly. It only takes a few minutes each half-hour to maintain a clean restroom but it must be done regularly. TABLE SET-UPS Keep a supply of the items needed for setting tables. This includes silverware and bus towels. Bus towels should be kept clean at all times. The area for these should be kept organized and readily available for quick bussing a setting of tables. Bus towels should not be carried around unless busser is on the way to wipe down a specific table. The towel should be kept concealed in the hand. PARKING LOT The parking lot is also important to the overall cleanliness of the restaurant. Check for candy wrappers, toothpicks, 14 cigarettes, and any other trash. This

could be first or last thing that the Guest sees at Charleston s. These areas should be checked on a regular basis. Check with the manager to know how often this should be done ASSISTING THE BARTENDER If possible, check with the bartender to see if anything is needed. Boxes or trash may need removing. Additional glass or ice may be needed. Obviously, the responsibilities of the busser will influence how smoothly and successfully the restaurant operates. The busser must have a true concern for the Guest and maintain a sense of urgency at all times. Remember that our goal is to satisfy every Guest in such a way that we insure their return. Approach you job with enthusiasm and your time at Charleston s will be enjoyable as well as rewarding. RESTROOM CHECKS From time to time you will be handed a Restroom Check-List slip. 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. 15

BUSSER FINAL TEST 1. What are the adjectives that describe the way we clean tables (Hint: The first letters are Q, T, C) (3pts) 2. What should you do if you re unsure if a party has left? (1pt) 3. How can you tell if a party has left? (1pt) 4. What is the best way to wipe the entire table? (1pt) 5. Why do you check the chairs and floor? 6. When should you sweep the floor? 7. Why is one last check of the table important? 8. What should you do with credit card vouchers or money left on the table? 16

FOLLOW SHIFT ITEM 1 NEEDS A LOT OF ATTENTION 2 NEEDS SOME ATTENTION 3 - MEETS STANDARDS APPEARANCE PERSONALITY/ATTITUDE ORGANIZATION COMMUNICATION SKILLS SENSE OF URGENCY TEAMWORK AGGRESSIVENESS AWARENESS FRIENDLINESS GUEST AWARENESS SHIFT DATE: AM/PM COMMENTS: DEVELOPMENTAL GOAL 1: DEVELOPMENTAL GOAL 2: DEVELOPMENTAL GOAL 3: TRAINER SIGNATURE: TRAINER SIGNATURE: MANAGER SIGNATURE: 17

REVERSE SHIFT ITEM 1 NEEDS A LOT OF ATTENTION 2 NEEDS SOME ATTENTION 3 - MEETS STANDARDS APPEARANCE PERSONALITY/ATTITUDE ORGANIZATION COMMUNICATION SKILLS SENSE OF URGENCY TEAMWORK AGGRESSIVENESS AWARENESS FRIENDLINESS GUEST AWARENESS SHIFT DATE: AM/PM COMMENTS: DEVELOPMENTAL GOAL 1: DEVELOPMENTAL GOAL 2: DEVELOPMENTAL GOAL 3: TRAINER SIGNATURE: TRAINER SIGNATURE: MANAGER SIGNATURE: 18

2 ND REVERSE SHIFT (IF NEEDED) ITEM 1 NEEDS A LOT OF ATTENTION 2 NEEDS SOME ATTENTION 3 - MEETS STANDARDS APPEARANCE PERSONALITY/ATTITUDE ORGANIZATION COMMUNICATION SKILLS SENSE OF URGENCY TEAMWORK AGGRESSIVENESS AWARENESS FRIENDLINESS GUEST AWARENESS SHIFT DATE: AM/PM COMMENTS: DEVELOPMENTAL GOAL 1: DEVELOPMENTAL GOAL 2: DEVELOPMENTAL GOAL 3: TRAINER SIGNATURE: TRAINER SIGNATURE: MANAGER SIGNATURE: 19