the manual - Tolly-Ho

TOLLY-HO RESTAURANT
606 South Broadway
Lexington, KY 40508
(859) 253-2007
tollyho.com
A Lexington Tradition since 1971
Front Line
Manual
Last Updated 2015-08 by SS
a
Table of Contents
WELCOME ........................................................................................... 1 OUR MISSION ....................................................................................... 1 Quality.............................................................................................. 1 Service .............................................................................................. 1 Cleanliness ....................................................................................... 1 TOLLY HO POSITIONS ................................................................... 2 WRITING TICKETS ................................................................................ 3 Welcoming the Customer ................................................................. 3 Suggestive Selling ............................................................................ 3 Managing the Restaurant Flow ....................................................... 4 Answering the Phone ....................................................................... 4 Turning in Tickets ............................................................................ 5 Answering the Bell ........................................................................... 5 Serving Beer ..................................................................................... 5 Stocking While Working ................................................................... 5 Reviewing Abbreviations ................................................................. 5 Ticket Placement .............................................................................. 6 Ticket Troubleshooting .................................................................... 7 Writing the Drink List .................................................................... 10 MAKING DRINKS ................................................................................ 10 PULLING FOOD ................................................................................... 11 Bagging To-Go Orders .................................................................. 11 WORKING THE REGISTER ................................................................... 12 Refunding Money for Games ......................................................... 12 Controlling the Television.............................................................. 12 Managing the Jukebox ................................................................... 12 PRIORITIZING...................................................................................... 13 BUSSING TABLES................................................................................ 13 The Dining Room Comes First ...................................................... 13 The Dishroom ................................................................................ 14 Sorting Dirty Dishes ...................................................................... 14 Troubleshooting the Dish Machine ................................................ 15 Safety .............................................................................................. 15 OTHER DUTIES ................................................................................... 15 SIDE WORK ........................................................................................ 15 Restocking (ROTATE) .................................................................... 16 Cleaning ......................................................................................... 16 Off the Line .................................................................................... 16 Flushing Lines ................................................................................ 17 Determining Side Work Duties ...................................................... 17 THE REGISTER ................................................................................ 18 RINGING UP ORDERS.......................................................................... 18 RESPONSIBILITIES .............................................................................. 25 HO-MART ........................................................................................... 25 STOCKING ........................................................................................... 25 HO-MART REGISTER .......................................................................... 25 i
M A N U A L
WELCOME
Welcome to the Tolly-Ho family! We have written this manual to ensure that your training is as smooth and
quick as possible. Be sure to read this information carefully for you will be tested on it at the end of your
training period. When you complete your training, you will know how to do everything from taking orders to
cleaning up, including how to handle many problems that may occur. In short, you will understand what will be
expected of you as an employee of Tolly-Ho Restaurant.
Our Mission
The mission of Tolly-Ho is to provide for our customers “A tradition of quality food with quick and friendly
service in a clean and unique atmosphere”. To accomplish this we must focus on three main objectives: Quality,
Service and Cleanliness.
Quality
Tolly-Ho is known for serving quality food and drinks. We do this by cooking all food to order and serving it
quickly. Your job as the front line person is to make sure the customer gets what they order, promptly and with
fresh drinks.
Service
You are Tolly-Ho Restaurant. The way that you present yourself is how the customer perceives us. Therefore your
ATTITUDE is the most important aspect of your job. (We define a good attitude as: “the desire to get along with
customers and your fellow employees, while projecting a positive image of someone who is helpful, friendly, and wishing
to do what is in the best interests of the restaurant”) Without the proper attitude, no matter how well you perform
your duties, your job will suffer. Your attitude affects the atmosphere of the restaurant, and the attitudes of your
fellow employees. Therefore a poor attitude will not be tolerated.
Another important part of good service is SPEED. You need to take care of customers as quickly as possible.
Therefore, if a customer is waiting, you need to immediately stop what you are doing and assist them.
Cleanliness
No one wants to eat at a dirty restaurant. It is important that you, your work area, and the dining room are neat
and clean. (Please refer to the Handbook for dress code information) And whether or not there is a bus person,
YOU – as a front line employee, are ultimately responsible for the state of the dining room. The dining room
needs to be neatly organized and clean at all times, in addition to your front line working area and the restrooms.
Another problem that can affect the appearance of the restaurant is the customers. Do not allow the customers to
approach other customers. We do not allow solicitation of any kind. No one may ask for a cigarette, money, food,
etc while on our property, nor may they try to sell any product or service.
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M A N U A L
TOLLY HO POSITIONS
After you have learned the extensive list of abbreviations, it is important to understand how everyone must work
together on the front line.
There are five basic positions on the front line:
1. Writing tickets – In this position, you write tickets, answer the phone, list drinks, and control the speed
of the entire restaurant.
2. Making drinks – In this position, you make shakes and drinks as they are included on the drink list,
make and refill coffee, and make any add-on drinks.
3. Pulling food – In this position, you take customer orders from the window and prepare them to be rung
up. This means that you make sure all of the food on an order is included, cooked properly, and placed on
trays (or bagged for carryout). You provide drinks, ketchup, hot sauce, whipped cream, napkins, and any
condiments for the food. You call for the customers and make sure that people are with their food, that
they have everything that the need, and are ready to be rung up.
4. Working the register – In this position, you must ring up the customers correctly, take their money or
cards, and complete the final check with the customer that they have everything that they need to enjoy
their meal.
5. Managing Ho Mart – Although this position is not technically a line position, the front line is still
responsible for managing Ho Mart. In this position, you sell the retail items in Ho Mart, our corner
convenience store. You are responsible for locating what the customer needs, ringing them up and
accepting payment, restocking items that are for sale, and keeping the area clean and neat.
Knowing your abbreviations is key to all of the front line positions. You must know how to take orders, write
tickets, and create an accurate drink list while writing tickets. When you make drinks, you must know all of the
drink abbreviations so that you can make the drinks that customers have ordered. When pulling food, you must
be able to understand the food tickets and recognize the food and drinks that match the tickets. While working
the register, you must be able to match the food items to a category on the register and make sure that the
customer pays for everything that they received and nothing more. If you don’t know your abbreviations, you
cannot do ANY job on the front line.
When we are busy, we may have three, four, or even more people working on the line. When there are two people
on the line, the first person writes tickets, but also makes drinks. The second person works the register, but also
pulls food and takes care of Ho Mart. When there are three people on the line, the third person is the “gobetween”. This person makes drinks and pulls food. Their job is to make the ticket-writer and the register person
faster and more efficient and improve the flow of the system. You, as the go-between, will mainly be on drinks
(especially shakes) and will help pull the food from the window when necessary.
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Writing Tickets
The ticket writer is in a key position in the restaurant. As the employee in this spot, you will spend the most
personal time with the customers. Your job is to welcome the customer, determine exactly what they would like,
offer this customer options, and communicate their order properly to the kitchen. In order to correctly do your
job in this position, you MUST know your abbreviations. Also, you must understand that speed is of the essence.
You, as the ticket writer, set the pace for the entire restaurant.
Welcoming the Customer
When a customer approaches the counter, greet them in a friendly manner. For example: “Hi, what can I get for
you today?” or “Good morning, Don. Would you like your usual today?” Say whatever you feel most comfortable
saying. Once you’ve been here a while you will start to recognize the “regulars” and know what they like. It is this
kind of personal attention that sets Tolly Ho apart.
After you finish taking the customer’s order, tell him or her “Thanks Steve (use their name!). Have a seat and we’ll
call you when your food’s ready.” You can make your own personal variation on that, but you get the idea.
Suggestive Selling
Our menu is not strictly conventional, and contains items that customers are not aware of. Your job, as a ticket
writer, is to give them some options of things that they can get, and find out exactly what they want. This is a
NECESSARY part of your job, and what we call “Suggestive Selling”.
1.
When a customer orders a sandwich, you first need to determine what sandwich they would like.
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If a customer orders a cheeseburger or hamburger, ask them “Would you like a QUARTERPOUNDER, a DOUBLE-DECKER, or a SMALL Cheeseburger?” The Quarter Pounder, of course,
is the Tolly-Ho. If the customer says they would like the double-decker, ask them if they’d like a
Super-Ho (half-pound double-decker), or the Big-Tolly (double-decker like a Big Mac).
Customers who are not familiar with our menu might not realize that they have these options.
Our regulars call our Tolly-Ho burger a “Ho”. Be aware that if a customer orders a “Ho with
Cheese”, that they want a Tolly-Ho burger with Cheese.
2.
When a customer orders a sandwich and does not order cheese, ask them “Would you like American,
Swiss, Cheddar, or Pepper Cheese on that?” Do not simply ask them, “What kind of cheese?” You
must list the options.
3.
If a customer orders a sandwich, make sure you ask them if they would like a side item, in case they
forget to order one. “Would you like any Fries, Hash browns, Onion Rings, Cheddar Tots…” They
would otherwise have to wait for us to cook the item, and they will not be as happy with their
experience in our restaurant.
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If they order breakfast, ask them “Would you like any Hash Browns or Biscuits and Gravy with
that?”
Also ask them if they would like cheese sauce on their fries, onions and cheese sauce on their
Hash Browns, horseradish for their fried mushrooms, whether they would like BBQ or Honey
Mustard with their nuggets or fingers, and so on.
If a customer asks for cheese on their hash browns, assume that they mean cheese sauce. If they
say sliced cheese or American, then write +ch for American cheese.
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M A N U A L
4.
Always ask the customers if they would like anything to drink. Do NOT ask them if they would like
their drink now. They will automatically get their drink with their food (with the exception of coffee).
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If a customer orders a soda (Pepsi or others) and does not specify what size, automatically give
them a medium. This saves time. (DO write the M on the ticket, it is not assumed)
If a customer orders water, ask them if they would like bottled water or tap water. They may
prefer bottled and might not realize that we sell it.
If a customer orders a drink only, call down to the register person, “Large Pepsi coming down”,
or “Coffee coming down”. This prevents theft.
If a customer orders coffee, you still don’t ask them if they want their coffee, you just
automatically give it to them. Immediately put the cup on the counter, and say, “Would you like
cream with your coffee?” Then ask them how many. The reason that we give the coffee right
away is that we give refills on it. The customer may sit and enjoy their first cup while we cook
their food.
If, when you ask they customer if they’d like to order a drink, they say no, ask if they’d like water.
You will learn that customers regularly add drinks, and especially water, at the register. If you can
catch this while writing tickets, you can save time later. If they still say no, ask if the order is to go.
Managing the Restaurant Flow
It is imperative that you always send back the tickets as quickly as possible. If there is no line, but customers are
walking in, do not wait for them to get to the counter. Turn in the tickets that you have already taken immediately.
Where there is a line, turn in only 6 normal tickets at a time. (A BOOK) Never turn in more than this, as it will
affect the flow of the restaurant. If there are unusually large orders, (4 TH’s etc) send back fewer tickets. When
you turn in the book, slap it face down in the back corner of the window and say, “order up”.
Always turn in tickets before making any drinks. If, for example, the last customer in line (or in the book) wants
their drink now, you should say, “Let me turn these in, and I’ll be right back to make that for you.” If there is a
drink person, the ticket-writer should ask them to make any drinks that are needed right away.
If there are only one or two front line people working, there is no drink person. In this case, when you turn in a
book you must stop taking tickets and make all of your drinks before the next book. This helps to ensure the
proper flow of orders through the line and the kitchen. In this case, again you should communicate to the
customer, “I’m going to make a few drinks and I’ll be right back to take your order.”
One important measure that can improve the flow of the restaurant is preparation. One thing that you can do to
prepare for a rush (or your shift) is to check the soda. If something is about to run out, get the next box ready.
Answering the Phone
As the ticket writer, YOU should answer the phone. During the rush, you can keep one of the handsets nearby
(though out of reach of the customers!). If you are in the middle of taking an order when the phone rings, excuse
yourself and answer the phone. Answer the phone by saying, “Tolly-Ho, may I help you?” You can then ask the
person on the phone to hold while you finish writing the ticket that you started. Then you must immediately take
the phone order.
Take the order as usual, and repeat it to avoid mistakes. Get the customer’s name AND PHONE #. Add the
order to the current book. Add the drinks to the drink list. If it is a large order, put it next to the current book, and
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show it to the ticket writer. This is to be the beginning of (or possibly the entire) next book. Notify the kitchen
when you turn in a large carryout.
**Note: Customers may NOT use the phone. If a customer needs a taxi or emergency services, we will place the
call for them. Employees may not use the phone for personal calls while they are working. When they are not
working, employees are customers. (See the note concerning customers.)
Turning in Tickets
When you have a book of the appropriate size, place the tickets in the back/left corner of the window and say
loudly “Order up!” You can also communicate additional information about a big carryout order, a line to the
door, or if a long line has ended. In this case you say “The line broke”.
Answering the Bell
The bell is for the ticket-writer. When the kitchen rings the bell, tell the customer, “excuse me, please”, and come
to the window IMMEDIATELY, as all cooking has stopped and is waiting on you. The bell is only to be used by
the front line when there is no one in the kitchen. Ring it once, please.
Serving Beer
The restaurant complies with state and local laws in the serving of beer. Before serving someone verify that the
customer has a valid ID, and is 21 years old. For more information about serving alcohol, see the Tolly Ho
Handbook.
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Bottles must be served open, and we do not sell beer for carryout.
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Beer sales begin at 6am, and end at 1am on Monday through Saturday. Sunday beer sales are from
11am through 11pm. We operate by the Tolly-Ho register clock.
•
We sell only bottled beer. However, we do sell cold Tolly-Ho Collector Glasses for those that prefer a
chilled beer glass. These are kept in the cooler.
•
We sell buckets of beer. Buckets are located near the register. To serve a bucket, place the five
requested beers in a bucket and cover them with ice. Note that buckets must either include all
domestic, all import, or all local beers. If the customer wants to mix and match, we will ring up the
individual bottles.
Stocking While Working
Keep an eye on straws, silverware, shake mix, to-go items, and ice so that you don’t run out while you are busy.
Restock as necessary, and fully stock as part of your side work before you leave.
Reviewing Abbreviations
The abbreviation list is available online at tollyho.com/careers. If you do not have internet access, ask your
manager for a printed copy of the abbreviations. This document includes a listing of all of our menu items,
including a description and how we abbreviate them. You MUST memorize this information, as you cannot do
your job without this knowledge.
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M A N U A L
Ticket Placement
After you have learned your abbreviations, you must learn where to place a menu item on a ticket.
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When writing a ticket, always skip the first line, as it will disappear on the
spindle in the kitchen, and anything written on that line will be
unreadable. If there are no lines, use three finger widths’ space.
Main items, such as sandwiches and breakfast orders go first. Write these
on two lines so they can be easily read, and print clearly.
If the item is a sandwich, write any information on how the bun needs to
be dressed beside it, on one line each. For a breakfast, this space is for
items that are together, such as 2 eggs and bacon.
Make sure that the kitchen can easily tell which information goes with
which sandwich or breakfast item.
Any descriptive terms about the item need to be written underneath that
item.
FIGURE 1 shows that the THC will be on
the same plate as the FF, while the CB and Chili
cheese fry will be on different plates.
Side items go in the right two columns. Write these items on two lines so
they can be easily read.
Items that go on the same plate are written on the same line.
Drinks go in the bottom left corner.
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The customer’s name goes in the bottom right corner. Be careful not to
write anything obscene or offending, and no duplicate names. If there are
two customers with the same name, get a last initial.
If one customer wants a sandwich item and a breakfast item, you must
put the breakfast on a separate ticket and put a large circled “2” by the
name on both tickets. There are two sides to the grill, one for breakfast,
and one for sandwiches. However, it is not necessary to 2-ticket the
following items: chili, fries, hash browns, tots, B&G, or similar items.
Circling an item means that the customer already has that item. This
information is mainly for the register person, so that they know not to
give the customer the same item again.
A large “X” over the entire ticket means that the order is to-go (a
carryout).
FIGURE 2 shows that this customer has his
coffee, has another ticket., and the orders are togo.
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Ticket Troubleshooting
Customers often want to customize an order. We want the customer to get exactly what they want, and we
accomplish this by making sure that their orders are written properly. Below are some complicated custom orders:
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⊗
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⊗
FIGURE 3 part 1 was ordered as a Big Blue
FIGURE 4 was ordered as a Ho with
FIGURE 5 was ordered as a CFH, and tots
(Super-Ho) Combo with everything (we no longer
have combos), add Cheese Sauce. Part 2 will
automatically be –onion. You do not need to
write it.
Cheese (confirmed American) and everything but
onion, and a double order of hash browns, which
will have double cheese sauce.
with cheese sauce. You must make sure the
customer wanted a CFH sandwich and that they
know that the tots already have cheddar inside
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⊗
FIGURE 6 shows a customer ordering a
CFH with gravy and toast. Make sure that they
don’t want eggs, or the sandwich. Also let them
know that it takes 15-20 min for well done hash
browns.
FIGURE 7 shows one cheeseburger (with
American) and one “cheeseburger with Swiss”. ,
Ho-Style. Make sure you ask them if they’d like
American and Swiss on that. They also got a choc
shake with Oreo in it.
⊗
FIGURE 8 – The first abbrev is a Hdog with
lett, tom, onion, and pick. The second is a Hot
Dog with everything (Make sure they DO want
everything.
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M A N U A L
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FIGURE 9 shows a Grilled Ham and Cheese
with Swiss. The first will have 2 American and 1
Swiss cheese, and the second will have 2 Swiss
and no American cheese.
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FIGURE 10 shows a Saus, Ham and Cheese
omelet. If you look fast (as the kitchen does) it
looks like a Super Ho with Cheese. Write it HSC
oml. Also beware the THComl and the BTComl.
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FIGURE 11 shows an everything omelet
without saus or bac. It should be written the
second way, so that it will be rung up properly.
Both abbrev will get the same food item.
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FIGURE 12 part 1 is 4 eggs, 4 tst, 6 bac on
FIGURE 13 Part 1 shows a 2-egg ham &
FIGURE 14 Part 1 shows 2 orders of
2 plates. Part 2 shows 4 eggs, 4 tst, 3 bac on 1
plate. Part 3 was ordered Over Hard. We write
Over Well for these.
cheese omelet, instead of 3 eggs. Part 2 shows a 3egg ECsand instead of 2 eggs. The bottom shows
how to write 2 cups of coffee.
pancakes (6 pan on 2 plates) Part 2 shows 2
individual pancakes (2 pan on 1 plate). The
customer doesn’t want their coffee early.
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FIGURE 15 part 1 shows a customer
ordering a Swiss Ho with Mushrooms. Figure 2
shows what they really wanted. Always ask the
customer if they know that the Swiss Ho is a hot
ham & Swiss.
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FIGURE 18 shows a customer ordering a
grilled turkey and cheese. The wanted it like a
grilled ham and cheese. If you write Turk (grilled)
+ch, it will come on tex tst with lett, tom, and
mayo. Make sure you always understand
EXACTLY what the customer wants. Did they
want it on toast, a bun, bread, or gr Tex tst?
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FIGURE 16 shows a sandwich on w/w.
Whole Wheat What??? Toast or bread? Ask the
customer and write it down. You are specifying
the “no refill” because they want the 80¢ tea.
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FIGURE 19 needs to be written this way
when ordered this way. If you write Turk +bac
+Swiss, it will have 3 strips of bac and be more
expensive. Also, we cannot do a ½ B&G. There is
only 1 biscuit in an order. Ask the customer what
they want.
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FIGURE 17 this is not a BEsand. A BEsand
has 3 slices of bacon, while a BLT has 5slices, and
lett, tom, and mayo. Ask the customer which they
want, pointing out the prices. It has to be written
properly or it won’t be cooked properly.
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FIGURE 20 YOU need to see ID for every
bottle you give out.. The register person will not
ask for ID again. A Philly Plain will still have the
onions, peppers, and mushrooms. It can also be
written –lett –sauce. If the customer wants s meat
and swiss only need to write it that way.
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M A N U A L
Writing the Drink List
After every order, you must write down the drinks for that order. Be consistent and make this a habit. It is
important that you write down every drink so that the person making the drinks prepares them for when the
customer’s food comes out. We save the cardboard from the back of the tickets to use for the drink list. See the
example drink list below:
MMD – II
choc
W – IIII
OJ
LDt
MST
MUST
____
M
SSM ⊗
str
oreo
MDP
W – III
____
W – II
LLem
When you write a drink list, use the following methods:
o Write clearly, with the correct abbreviations, always indicating the size of the drink.
o If there is more than one of a specific drink (even on different orders), indicate it with a count beside the
abbreviation.
o When you turn in a book, draw a line.
o Indicate if a drink is to go: ⊗.
o If you have a person making drinks and they are getting behind, help make drinks before writing your
next book.
Making Drinks
Making drinks is an important part of keeping the restaurant flowing smoothly. After every ticket, the ticket-writer
will write down the drinks for that order. You will have a separate pen to mark through the drinks on the list as
you make them. This makes sure that someone helping you does not make the same drink again. Additionally, the
ticket-writer will draw a line after every book. If you get a couple of books behind, ask for help. Otherwise, food
will come out for those orders and the register and/or window person will call for drinks. When they call for
missing drinks, you or someone else might make duplicate drinks, causing waste.
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After you make drinks, place them under the window ledge near the label for the drink. Drinks must go under the
ledge so that food crumbs and fries are not dropped into the drinks. Rotate the drinks so that the oldest drink is at
the front. Waters go on the tray to the right of the drink counter must be added and removed from the tray using
Carousel Rotation:
Pulling Food
Pulling food from the window must be done quickly and carefully. As the “window person”, you must make sure
that all of the food on the order is present and correct. Put it on the trays with napkins, PC’s (ONLY 4 ket packets
per order of FF/HBr, unless they ask for more), and the proper drinks. Ask the customers if they want ketchup or
hot sauce before giving it to them, and be sure to ask if they want whipped cream and a cherry for their shake! If
you are missing an item or a 2-ticket, or if an item is unservable, inform the kitchen so that they can fix the
problem. For example, if there are not enough fries, if a sandwich is falling over, or if eggs or toast are over or
under-cooked.
You are also responsible for communicating and engaging with the customers and making sure that everyone
knows that they have to pay for their food. Sometimes people are so excited to see their awesome food that they
want to sit down and eat right away. You can remind them by saying something like “Hey, Mike, we’ll get you
rung up in just a second. Can I get you anything else?”
Bagging To-Go Orders
As the window person pulling food, you are also responsible for bagging carryout orders. Make sure to choose the
appropriate bag for the orders:
o Small white bags are for up to two sandwiches and sides.
o Large brown bags are for several orders, including sandwiches in boxes.
o Plastic bags are for bottled drinks or items in large carryout boxes.
o For large and group orders, go to the back and get a cardboard box with a sturdy bottom. Beer boxes are
ideal because they are sturdy and have handles. Egg boxes also work well. Do not use boxes from raw
meat such as burgers and bacon.
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M A N U A L
When you bag an order, put the heaviest, most “unsmashable” item in first, such as HBr, tots, SH, and TH. As
you bag the items, use the highlighter to mark off what you have BAGGED so that if someone else takes over the
order, then they will know what is still missing. When bagging the order, put the lightest items on the top. Make
sure that the bag is not so overfull that you cannot staple it closed. Once ALL of the food is bagged, place napkins
in the top of the bag before stapling it. Make sure that the proper utensils and condiments are in the bag for the
order, such as syrup and butter or ketchup.
If there are lines separating the orders on a ticket, this means they need to be bagged separately. Write on the bags
either the customer’s name or the items so that the customer can tell them apart. There should be only one person
bagging the order so that items aren’t missed. When the napkin is in the top of the bag and all items are
highlighted, this means that the order is finished.
If the order is complete, and the customer is not here, put the bags to the right of the window. Make sure that the
bags are not sitting in water (such as condensation from drinks) or directly on cold stainless steel counters or
shelves. You can place them on a clean, dry tray. If the customer is here, put the bag (and drink) on the counter to
be rung up. If the register person is ringing someone up already, take the carryout customer over to Ho-Mart to
ring them out. We like to retain our reputation of serving a carryout order quickly.
Working the Register
As the register person, you are the responsible for the entire restaurant. We depend on you to ensure that
everything runs smoothly on the line, that the dining room is maintained, and that the customer is taken care of at
the register. This means that they have received the food they wanted, served hot and in a timely manner, and that
they were charged properly. All of this needs to be done with a smile and eye contact so that the customer knows
that they ARE important to us.
Refunding Money for Games
We refund games and the jukebox. First, determine that there IS a problem, sometimes kids are trying to get a
freebie. You might need to go to the machine and put a coin in each slot. Sometimes one slot is jammed or not
working. Completely fill out a refund sheet. You will find these by the register. If it is our problem don’t call
Trivend. For example, if the machine got unplugged, the power went out, or any reason other than a problem
with the actual machine. If there is a technical problem, write what the problem is and then call Trivend. If they
don’t come while you are here, inform the next shift. If there is a large, questionable refund necessary, we need to
call Trivend out to issue the refund.
Controlling the Television
The TV’s are for the customers, NOT the employees. It is our policy that the jukebox takes priority over the
television. If a customer wishes to watch a particular program, we will change the channel if no one is interested in
the current show. The remotes are kept in the top drawer at the end of the front line, used quickly by the
employee (not the customer) and returned to the holder. We do NOT turn on music videos or music channels,
and if a UK game is on, the TV’s must be on that channel. These are the only channel restrictions.
Managing the Jukebox
The volume controls for the Juke Box are located on the front line by the register. The jukebox is a large part of
the atmosphere of Tolly-Ho. The volume needs to be loud enough that the customers can enjoy it, but not so
loud that people have to yell to be heard. The jukebox always takes priority over the TVs. Customers are paying to
hear their music, and need to be able to enjoy it.
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The jukebox costs $1 for one or two songs. The machine only takes bills and credit cards. When the customer
chooses a song, there are 2 choices, “Play Now” and “Play”. If the customer presses “Play Now”, their song will
play next regardless of how many songs are in line in front of them. This does cost more.
Prioritizing
When you work on the line with a floater in the dishroom, you are essentially alone. The floater has a job to do,
but is there if you need help. The key to success when you’re alone is to know which fire to put out first.
QUESTION: You are on the line. You just turned in a couple of tickets, and you have some drinks to
make, including a shake. 4 customers walk up to the counter, and a regular customer needs change at the
register. As you are writing the first customer’s order, 3 plates come out of the kitchen. You look up
quickly to see where your floater is, and he’s waiting on someone in Ho-Mart. What do you do?
In this case, what is most important? Obviously, the customers you are waiting on, but what about the food? It
will get cold. There are 4 customers. And what about the guy at the register? You’re the only one allowed in the
register. And oh, man! Those other orders will be coming out soon, and you’re going to need that shake. Your
floater is waiting on a guy in Ho-Mart. That could take a few minutes. If all of this would’ve happened a minute
ago, the Ho-Mart would have taken LAST priority. It always does.
ANSWER: Immediately tell the guy at the register that you’ll be right with him. No one likes to feel like
they’re being ignored. Call to your floater, “Hey, Mike, I’m going to need some help when you get finished
over there.” As soon as you finish up that ticket, tell the next customer, “Mike will be right here to take
your order. I need to get that food out. Gotta make sure we serve it hot!!” or something to that effect. As
Mike comes over, tell him about the drink list that you haven’t gotten done yet. (This is why you always
write your drinks down, even when you think it’s slow. You never know what will happen.) Pull the food
quickly, calling out the names. Get the guy his change while you’re waiting for the customers to come up.
Tell him, “Sorry that took so long, Dave. Here you go.”
That is just a complicated example, but you get the idea. Take care of the most immediate concerns first, making
sure to let the customers know that you care about them. Believe me, they won’t mind waiting while you get food
out. They know that you’d take these same steps to make sure THEIR food was hot, too.
Bussing Tables
The dining room is the first thing that the customer sees when they walk into the restaurant. They think that if we
don’t care enough to keep the tables and floors clean that they do see, how clean do we keep the things that they
don’t see? They will think that we have a dirty restaurant, and they won’t want to eat here. During peak hours,
there is a busser. At any time of the day, it is your job as a front line person to make sure the restaurant is up to
our standards. Even when there is no dedicated busser, the front line person or floater IS the busser.
The Dining Room Comes First
The #1 priority of anyone busing tables is to keep up the dining room. The tables need to be CLEAN. Use clean,
hot bus water with five squirts of sanitizer. Using your clean, hot, sanitized bus towel, wipe the entire table, being
careful to get any cup rings, dried ketchup, syrup, or cheese sauce. The seats and chairs need to be kept clear of
crumbs and spills. All napkins, straw wrappers, ketchup packets, or other larger items need to be picked up off of
the floor while you are busing. If the floors get messy with crumbs, run a broom across the hard floors. When
your towel is no longer clean and new-looking, bring it to the attention of the manager so that he/she can get you
a new one.
Do check all tables regularly to be sure that you completely cleaned the tables, and that no one sat at the tables and
bussed their own table. Just because there’s no dishes on a table does not necessarily mean that the table is clean.
Bring the dirty dishes to the dishroom and stack them neatly.
13
M A N U A L
The Dishroom
Your 2nd priority is to keep the dishroom clear. Make SURE that you don’t run out of any clean trays, silverware,
plates, or other necessities. For example, if you are completely out of trays and the dining room is dirty, the trays
become your first priority. Otherwise, the dining room is always more important.
Sorting Dirty Dishes
§
Tolly-Ho gives out portion control (PC) packets of condiments. To prevent waste, we save any unused
packets. When doing dishes, put unopened packets into a bucket of cool, sanitized water. Do not use hot
or warm water because it can cook the contents of the packets. At the end of the shift, a member of the
front line will dry these and place them in the box out front. Do not save butter or creamers, as these will
spoil.
§
Flatware is sorted into the metal pan to the left of the sprayer. When the pan gets so full that the flatware
is no longer submerged, or if the front line gets low, you should run the flatware through the machine. To
do this, put a flat dish rack in the spray area, and dump the pan into the rack, placing the pan on the rack
with the flatware. Rinse the flatware, and insert the rack into the machine. When the dish cycle is
complete, open the door and remove the flatware. Return the pan to its position placing three squirts of
sanitizer into the pan, and fill the pan with hot water. Using the flatware cylinders, separate the utensils
with the handles down. Stand the cylinders on the flat dish rack and wash them again to sanitize them. If
they are not needed out front immediately, place them on the area behind the dish table. Make sure that
you do not touch anything but the handles when putting the silverware out.
§
Cups need to be placed on pegged racks (not flat dish racks, as the size of the holes in these is not
sufficient to clean the cups). As a best practice, you should have a rack to the right of the sink, throw the
straws in the trash, and dump the ice in the sink, then arrange the cups on the rack. Then run the full tray
of cups through the dish machine. Allow the cups to air-dry for a dish cycle after they come out. Stack
them by size and type on the shelf above the dish table.
§
Platters, plates, and bowls need to be scraped, stacked neatly on a pegged rack, and thoroughly rinsed. Any
stubborn spots on the dishes need to be scrubbed with a towel or PLASTIC scrubbie, because a metal
one will remove the finish on the plates. When the clean dishes come out, allow them to air dry, sort them
by size and stack them on the dish table. Take them to the kitchen as necessary.
§
Scoops, spatulas and other utensils do not soak in the flatware pan. They are usually messy, and we don’t
need extra cheese sauce or other items in with the flatware. Rinse the item immediately and put it in the
next available pegged rack. NOTE: When rinsing scoops, be careful what angle you spray. These items
usually only take one row and are easy to get through quickly. When they come out clean, lay them in the
rack next to the dish table. Do not lay them on the table, as this is not sanitary.
§
Kitchen and front line plasticware is not usually very messy. Spray it out, wash it on a pegged rack, and
send it back where it goes to get it out of the way.
§
Pots and Pans are usually extremely messy. Some people like to soak the chili, c/s, and gravy pans for a
while before washing. The recommended way to clean them is to rinse them immediately upon receiving
them. Scrape dried crust with a spoon or utensil, rinse all loose items, and then run the pans through the
machine. When they come out, immediately spray them again while they are still hot. Use the steel wool
scrubbie to scrub anything that did not rinse off. If the scrubbie gets messy, rinse it and the pan often until
you scrub it clean. Run both the pan and the scrubbie through the machine. They should both be clean
now. Do not continue running the pans through the machine without scrubbing. This will waste time,
dish soap, and water.
14
§
Trays need to be cleared of all debris, stacked in a pegged rack, rinsed thoroughly, and ran through the
machine. When they are clean and dry, stack them on top of the rolling rack. Do not allow the stack to get
too high. This gets very heavy, and is hard on the rack and the person carrying them.
Wash your hands before putting away clean dishes. You do not want to handle clean dishes with the dirty dish
“stuff” on your hands.
DO look at the dishes and trays before stacking them together. They need to be clean and dry.
Troubleshooting the Dish Machine
If, when you start the machine, it makes a “slurping” noise, look at the well immediately and see if there is water in
the machine. If there is not, look and see if a foreign object is stuck in the plug. Slightly open the door of the
machine to stop the cycle. (If you open it too far, you will get sprayed.) Pull up the stopper, remove the object,
replace the stopper, close the door, and hold down the “fill” button until the water is up the water mark.
If the dishes are not getting very clean, there are several things you need to check.
§
Look at the dish chemicals. If any of them are empty, they need to be changed. Have someone show you
how if you don’t know.
§
If the chemicals are not empty, you need to make sure the chemicals are getting through the hoses. When
the dish door is closed, push the chemical buttons on the left, upper side of the machine. Watch the
spouts in the well to be sure the chemicals are coming out.
§
Open the doors, remove the rack and check all dish arms to be sure they are not clogged.
§
Check the two filters. One is round and in the bottom of the dishwell, the other is the drain filter.
§
If you notice any problems, bring it to the attention of the management immediately.
Safety
Be aware of the condition of the floor in the dishroom. A light spray of water on the floor can be very dangerous
to someone coming through the doorway quickly.
Other Duties
In addition to the dining room and dishroom, it is also important to keep and eye on the restrooms. They are
stocked twice a day, but in between these times you need to check that we don’t run out of toilet tissue or towels.
Also, sometimes the kids will stuff things into the toilets to make them overflow. The earlier that we catch this
problem, the easier it is to clean up. Also watch for the trashcans to become over-full, and empty as needed.
Side Work
Doing side work is our method of maintaining the cleanliness of our restaurant. This is the
basic cleaning and stocking that keeps the store running smoothly for the next shift. You
should plan your time wisely so that you are not staying after your shift completing these
duties. This list of side work is in the notebook by the register so that you may double-check
yourself before leaving.
This information changes often, and some modifications are made on different shifts, this is meant as a guideline.
15
M A N U A L
Restocking (ROTATE)
•
Beer cooler (wipe up spills)
—Bottles: are rotated using carousel rotation. Rotate using the method in the diagram above. (beer, soda, water, etc.)
—Lemons: Cut in 1/8 lengthwise. Keep to a minimum. Stock to less than two lemons, but more than one.
—Stock all other items (milk, shake mix, whipped cream, creamers, choc, str., Reese’s, collector glasses, etc)
Carryout items: stock neatly. Check backups (bags, forks, knives, spoons, napkins, carryout baggies, etc.)
Juice: make sure there is a backup, and change the container out when it empties.
Decaf: Throw out after 1 hr. Make as needed.
Coffee: make backup (3 baskets on 1st and 2nd shift, 4 baskets on 3rd )
Shake mix: Keep two backups out front
Stock shake items & small fridge (creamer, choc, str, malt, Oreo, etc, and make sure there are backups. Crush Oreo or similar items if needed)
To-go cups: stock; check and rotate backups (do not over fill the container by the soda)
Pepsi: stock ice & items in bin, and check for backups.
Counter: stock items & backup (straws, sugar, jelly, salt, pepper, etc)
Shelf under the counter: stock & rotate-ket, must, sauces, jelly, crackers, etc.
Clean coffeepots (after lunch and 3rd-shift only): fill empty pots 1/2 full with ice. Sprinkle with salt & lemon juice. Swirl around until inside is clean. Bleach
outside, but not the plastic. DO NOT run them through the machine!
Ho Mart: stock completely (cigs, candy, medicine, etc.)
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Beer Cooler: wipe any spills
Window & Counter: wipe up spills
Cabinets: wipe front
Coffee mach: wipe burners, tray, nozzle on EVERY shift
Shake mach: wipe off and wash drip tray.
Clean tables (stainless steel, and wooden) and run shake mixer parts through the dish machine
Wipe the front and inside of small fridge
Sink: clean top, and check the wall for spills
Pepsi mach: wipe completely, including arms and the area behind them. The key used to turn the machine off is on the register.
Front Counter: wipe counter and dispenser area (incl. Silverware, straw, and sugar dispensers, washing and rotating when necessary)
Change cup trays if needed
Register area: remove personal items and wipe area
Ho-Mart area: clean counters, empty trash.
Dishroom: (and dining room) need to be clear before anyone leaves.
•
•
•
Sweep the floors (including behind Ho Mart) also sweep rugs
Mop (Using hot water and light tide) this is always to be done after lunch and 3rd shift. Otherwise, mop as needed.
Wipe downs: using window cleaner, clean all games, beer cooler, ladies room mirror, front door, & spot-check windows(***no Windex on touch games or
juke box)
PCs: Drain, dry, & put away PCs. Take the box to the back to fill it. Do NOT bring a tray of PCs to the front.
•
•
•
•
•
•
•
•
•
•
•
•
Cleaning
Off the Line
•
16
•
The dining room and dishroom need to be caught up before anyone leaves
Flushing Lines
(done after lunch and 3rd shift only)
•
•
Run hot water through the CLEAN coffee machine into a clean coffee pot.
Flush lines in the soda machines, the sink, the drain by the soda machine, and the drain behind the beer cooler.
NOTE: To reach the drain behind the beer cooler, roll out the small milk cooler.
Determining Side Work Duties
This schedule is posted by the dish room door on Pepsi cooler. You may refer to it while working to determine
who should be doing what side work. If you have any questions about this, refer them to the Frontline shift leader
on duty.
17
M A N U A L
THE REGISTER
You will be trained specifically to use the touch screen register. Your training will include the following topics:
o Logging in to the register
o Ringing up orders, including the categories and color-coding of the buttons
o Applying discounts
o Accepting cash payments
o We do not accept checks
o Accepting credit card payments
o Accepting gift card payments
o Accepting University of Kentucky (UK) Student Plus Account payments
o Charging an order to an employee for tabbing (signature required)
o Charging an order to Lex Eat In (meal delivery service – signature required)
o Voiding items in an order
o “Paying Out” for authorized business payments to vendors
o Generating a report for a manager
o Changing the drawers
Ringing Up Orders
When you are ringing up a customer, you must read the tickets carefully so that the customer is charged correctly.
As a best practice, ring up the ticket from left to right, then top to bottom. This keeps you organized so that you
don’t miss an item. For unusual items, or if there is not a button for an item ask your manager for instructions.
DELUXE RULES: (Exception – No charge for adding pickle or tomato to burgers)
Sand Veg, Sand Veg
Sand Veg
No Charge
No Charge
18
Adding 3 or 4 small vegetables to a sandwich
Adding 1 or 2 small veg, or adding grilled onion to a sandwich
Substitution of anything except tomato & grilled onion
Deluxe on a Burger
On the next pages are some tricky items to ring up that you need to be aware of:
12345
12345
12345
⊗
TH, FF MED DRINK
When ringing up orders, ring from left to right,
top to bottom.
12345
GC, Ched
There will be 2 slices of Cheddar. One will
substitute for the 2 American
SHC, FF MED D RIN K
NOT a combo – we no longer have combos. We
do not charge for deluxe on a burger.
12345
GC, SandVeg
For 1 or 2 veg, charge once.
S H / S P C H ,
O R ,
S H A K E
The Super Ho is made with 2 slices of
cheese.
12345
GC, SandVeg,
Sand Veg
For 3 or 4 veg, charge twice.
19
M A N U A L
12345
12345
GC, Swiss, cone
Ask the Kitchen
There will be 1 slice of Ched and one Swiss .
charge a bowl of shake mix as a cone.
If you’re ever in doubt, ask the manager in the
kitchen.
12345
Cdog, SandVeg
Cdog, SandVeg,
SandVeg, Capp
We do charge to add a vegetable to a hot dog. We
charge twice for 3 vegetables. Ring Hot choc as as
cappuccino
20
12345
T
E
S
S
st, SandVeg,
xCh, Tst,
anVeg, SanVeg
wiss
The customer is buying the bun as toast, and
paying separately for the veggies and cheeses.
12345
DHB, Swiss
A double Cheeseburger gets 2 American, but like
the Big Tolly, a Double Hamburger gets one slice
of Special Cheeses.
12345
CFH, (see list for
lt.gravy), FFChili-c/s, CHILI
There is a bowl of Chili and a Chili-Cheese Fry.
Make sure that the customer wanted the sandwich
and not the breakfast.
12345
12345
12345
(ham/bac/saus),
2eggs&ho,
35¢cof
EToml, HBr, 2x
omlVeg, 20oz
OJ
Voml,exch,
omlmeat,FF,oml
meat, c/s
customers may substitute one bisc for toast.
An EToml is cheaper than charging for 3 meats.
Items added to Hash Browns or Fries are in
omelet quantities. Charge as such.
It is cheaper to ring up the omelet this way. The
fries will have as much bacon as an omelet.
12345
12345
SEsand, exch,
shake w/ add-on
25¢bev (or a
sand veg)
We don’t charge extra for egg. Price is the same
for the sand with or without egg. Ring Oreo,
Reese’s and malt on the Oreo key.
We charge 25¢ for a glass of ice water if the
customer does not get food.
12345
FF, 25¢ bev,
25¢ bev, 25¢
bev
Only one person ordered food. We must charge
his friends for their water if they do not get food.
21
M A N U A L
12345
12345
HBr, coffee
B&G, coffee
Tst/bisc, coffee
Hash Browns are a side item, not a breakfast. We
must charge full price for the coffee.
A Biscuit & Gravy is a side item, not a breakfast.
We must charge full price for the coffee.
A bisc or an order of toast are side items, not a
breakfast. We must charge full price for the
coffee.
12345
22
12345
12345
THC, sand veg,
Bot water
Gchix,SandVeg,
Nug, 25¢ side
Getting or adding grilled onion to a sandwich
costs the customer extra. We use more than
double the usual amount of onions when we grill
them. Bottled Water has its own button.
If a customer adds 1 or 2 veg, it is a sand veg.
Nuggets and Fingers come with one side of HM
or BBQ. The customer must pay for the other.
12345
THC,
Bac/Mush/Egg,
FF-Chili-c/s,
Medium
Do the discount on the food, THEN ring up the
full-price candy bar separately.
12345
Chix, add ham
All
they are adding is ham. You could recommend
some Honey Mustard.
12345
BLT, bac/mush/
egg, Club,Hchoc
This BLT will have 8 pc of bacon. The 5 original,
plus the 3 added. Even though the club will look
like a turkey, charge as a club. For the drink, the
customer can get charged as a hot chocolate and
get no refills, or get charged a hot choc & a cof
and get one refill.
12345
12345
Fish, subRsnTst
SHC, 16oz OJ
To change any bun or toast to Texas Toast, it
costs the same as raisin toast.
Sauces such as ketchup, must, sauce, and mayo
don’t affect the price. If you have a half/half
drink, charge for the more expensive half.
12345
TH, SHw/SpCh,
sandVeg,sanVeg
m u s h / b a c / e g g Make
sure the customer knows that they eat the TollyHo at their own risk. We charge a sand veg for gr
on regardless. Treat the GP like the gr on.
12345
Gchix,+gravy,
DomBott,
B o u r b o n the Gchix got no
mayo, but you must still charge for Honey Must.
Make sure you ring up the beer properly, and that
whoever took the order saw everyone’s ID.
23
M A N U A L
12345
Fingers,tst/bisc
sundae,shake
a d d In this order you are adding. 1piece is
the same price as 2pc of toast. Whether or not
they get chocolate, you still charge for Oreo.
12345
12345
HEsand,Swiss,
SubRsn,SandVe
g , C o f They are changing the bun to
Tex toast., if they add 1 or 2, it is sand veg. The
hot tea does not say no refill, so it is full price.
12345
12345
Chili,Ched,
SanVeg,shake,
shake add
There will be only a little onions, served fresh like
on a sand.
12345
⊗
1Pan, 1Bac,
shake w/add,
shake add, Ask
For shake, charge the add in once for Oreo, the
second time for the malt. For any item not on the
menu, ask your manager.
24
BECsand,1egg&
tst, 2egg&tst,
m i l k Sand is on regular toast. No
charge. No charge for mayo. 2 eggs & toast
covers 2 of the 3 eggs and one of the biscuits. The
1 egg & toast covers the other. Ring up the
choclmilk like the other.
½HBr,addOmlVg
c/s,sundae
A half HBr will still have a full order of onions
and c/s. The dessert’s basically a sundae in a to-go
cup. Ring it up this way.
Responsibilities
As the person at the register, you play a very important role. You are IN CHARGE! You are responsible for the
dining room, and making sure that the busser is doing his/her job. You must notice spills on the floor, and when
customers sit at a dirty table. You need to make sure that everything runs smoothly on the line by preparing things
before the rush, keeping stocked during, and cleaning up afterwards. Make sure that the phone is answered
promptly, carryout orders are taken care of, and customers don’t wait. You need to be aware of your surroundings
and watching for theft of food, beer, decorations and furnishings. (Some kids tried to roll out a big round table
once!) Watch the time. Beer sales must be completely rung out before 2:30 AM on Monday through Saturday and
by 11 PM on Sunday. Five minutes beforehand, call to the ticket writer that all beer must be paid now.
Communication is a must. Let the kitchen know if you need something, call to the drink person if you are short a
drink, ***“Behind You”*** Be polite and courteous with the customers, and move them along as quickly as
possible. And remember, YOU are the final check for quality food and drinks. If something is not up to our
standards, send it back!! This responsibility can seem a little overwhelming until you get used to it, but will soon
come as second nature.
H O -M A R T
During each shift, one person is responsible for Ho-Mart. As this person, you are responsible for your drawer and
inventory. No one should be behind the counter except you. Make sure that any change you need is bought from
the other drawer.
**Note: Customers must be 18 or older to buy cigarettes, lighters, or rolling papers!!
Stocking
Stocking your Ho-Mart line is important to customer presentation. If you are out of or low on an item, please ask
the kitchen for that item to restock. Make sure that all items, especially cigarettes, can be seen easily by the
customers. They need to be pulled to the front where their labels can be seen. If a customer asks for an item that
we do not carry, write that suggestion down and put it under the register. If we will sell enough of an item, we will
carry it. Do not overstock! (we don’t NEED 15 packs of cigarettes), and do not pull out partial cartons.
Ho-Mart Register
The Ho-Mart register is identical to the main register, and you will learn them both together.
25