Manuel for Texas Land and Cattle Wait

Transcription

Manuel for Texas Land and Cattle Wait-‐
Staff Prepared for Texas Land and Cattle
Prepared by: Anna Flobeck
9:00 a.m.-10:00 a.m. TECH 2700.001
May 2, 2014
Table of Contents
iii
Table of contents
Introduction .................................................................................................... v Part I: Employee Etiquette Conduct ................................................................ 7 Dress Code .................................................................................................. 3 General Workplace Etiquette ....................................................................... 3 Part II: The Basics of Serving .......................................................................... 3 Serving Areas .............................................................................................. 5 Receiving Tables .......................................................................................... 5 Guest Maintenance ......................................................................................... 5 Tips for Guest Maintenance ......................................................................... 6 Communicating With Guests ....................................................................... 7 Shift Running Duties ................................................................................... 8 Salad Bar .................................................................................................... 8 Drink Station .............................................................................................. 8 Soup and Expo ............................................................................................ 8 Bread/Condiment and To-Go....................................................................... 8 Part III: The Lunch Shift ................................................................................. 9 Opening the Lunch Shift .............................................................................11 Part IV: The Dinner Shift ...............................................................................15 Closing the Dinner Shift .............................................................................17 Index .............................................................................................................19 Introduction
v
Introduction
Texas Land and Cattle is a steakhouse restaurant. Texas Land and Cattle
requires their employees to have intimate knowledge of restaurant operation
and excellent customer service stills. The goal of this manual is give employees
of Texas Land and Cattle the necessary knowledge and skills to excel in their
job. This manual provides essential information to create a professional waitstaff. It also includes instructions and guidance for waiting tables, and opening
and closing the lunch and dinner shifts.
Part I: Employee Etiquette Conduct
Part I: Employee Etiquette and Conduct
3
Part I: Employee Etiquette and Conduct
Texas Land and Cattle relies heavily on its employees to create a comfortable
and welcoming atmosphere for restaurant patrons. This atmosphere is crucial
to the success of the restaurant. Employees can help build and maintain this
pleasant environment by following dress code and general rules of etiquette.
Dress Code
The required uniform for Texas Land and
Cattles wait-staff includes the following:
•
shirt
•
•
•
•
•
•
Black buttoned-up, collared, long-sleeve
Black
Black
Black
Black
Black
Black
tank top/undershirt
slacks
socks
slip-resistant shoes
or dark brown belt
apron, provided by employer
You are expected to dress like this during your
shift without fail (Figure 1.).
Figure 1. Example of proper work attire.
General Workplace Etiquette
Texas Land and Cattle requires employees to behave professionally and to show
up on time. The restaurant also expects their employees to hold a standard of
knowing how to respect and handle each other. Texas Land and Cattle strongly
encourages being a “team-player”. A team player will take initiative: if they see
a coworker that needs help or a job that needs taking care of, they will partake
in assisting when needed. As an employee, you should always strive to achieve
the following:
•
•
•
•
•
•
Arrive promptly to your shift
Make sure to clock in and out
Come dressed in the correct attire
Bring a good attitude
Look for extra work that needs to be done
Fulfill your duties to the best of your abilities
4
Manual for Wait-Staff of Texas Land and Cattle
Following these guidelines will help make you an invaluable member of the
wait-staff. Texas Land and Cattle greatly appreciates dedicated and committed
employees that go above and beyond.
Part II: The Basics of Serving
5
Serving Areas
Before the shift begins, the manager on duty will assign each server a different
area of the restaurant to attend to for his or her shift. The host will sit tables in
your area throughout the shift; you will take responsibility for these tables
once they are seated.
Receiving Tables
A server has many duties during their shift; receiving tables is one of their
primary functions. Receiving a table is the first time you will interact with the
guest. The first impression is important because it sets the mood for the rest of
the dining experience. Below are the basic steps for receiving a table:
1. Identify when a table is sat in your section.
2. Retrieve bread from the bread station in the kitchen, conveniently located
by the kitchen door.
3. Get a craft (pitcher) and then fill it with the water from the drink station
4. Bring the bread and the water to the guests.
5. Greet the guests as you set the table, setting bread down and filling
glasses on the table with the pitchers of water.
6. Introduce yourself to the guests and offer to take their drink orders.
Refer to the section Communicating With Guests for suggestions.
a. If you receive a table during the lunch shift, take their drink order
and offer to place an order for an appetizer as well.
b. If you receive a table during the dinner shift, take their drink order
only. You will offer them appetizers after you return with the
drinks.
Guest Maintenance
The server’s job continues beyond receiving guests. Servers must attend to
guests throughout the guests’ stay at the restaurant. Texas Land and Cattle
uses guidelines rather than strict rules regarding guest service. Below is a
basic outline of what attending to a guest might look like after receiving the
table:
1. Return to the table with drinks and/or appetizers.
2. Determine if the guests are ready to place their food orders. If they are
ready to place an order, take it.
a. If the guests need more time, give them two to three minutes and
then return to the table, or return as you see fit. See the “Tips for
Guest Maintenance” section for more knowledge on reading the
guests.
3. Put the order into the POS machine as soon as you finish taking it.
6
4. Once you put in the order you need to retrieve from the kitchen any
soups or salads that were requested in the order. Bring the soups and
salads to the table.
a. Around this time you may receive another table but you should
always be looking. If new guests arrive in your section then greet
and receive your new table. If you still have one table you must
wait for the kitchen members to cook your current table’s food.
5. Once the food is done, load up the plates on a tray. Carry the tray out
and walk out of the kitchen. To the right of the kitchen doors are the tray
jacks to hold the tray while you are at the table. Bring both the tray of
food and the tray jack to the table.
6. Set the tray down on the tray jack and pass out the food.
a. Make sure you do not auction off the food, meaning know who
ordered what food.
7. After you pass out all of the food ask if the guests need any condiments.
If yes, retrieve the condiments from the back of house. If not, see if you
were sat again. If you have more guests then greet your new table and
start the following process again but if you still only have one table wait
for them to finish eating.
8. This process of waiting usually takes about 10-15 minutes. You can tell
when they finish eating when their plate is empty or if they put their
silverware down.
9. When the guests finish eating offer to take their plates to the kitchen. If
they still have food on their plate offer a To-Go box.
a. If they need a To-Go box then retrieve them from the back of house
and get the To-Go box(es) from the To-Go area. Then bring the
box(es) to the guest and take the plate(s) that remain on the table
to the kitchen.
10. Once all of the plates have been cleared off offer dessert and ask if (or
how) they would like the checks split.
a. If they want dessert then, depending on what the guests’ request,
put the order into the POS and retrieve the desert from the desert
station. Prepare the dessert the way the guest requests and bring it
to the table with the check(s).
b. If they did not want dessert then you bring them the check(s).
They will bring their check to the cashier at the front of house.
11. Wish the guests a good day and thank them for dining with Texas Land
and Cattle.
Tips for Guest Maintenance
One way you can tell if the guests are ready to order is by their body language
or the way they are interacting with each other. For example, if you see them
close their menu, this is a good sign they have found what they would like to
7
order. If you notice the guests laughing and talking then they probably need
more time. When you take the guests orders more time should be put aside to
talk and get to know your guests. You want your guests to feel relaxed and at
ease, so do not rush when taking their order. A time to hurry occurs during
lunch shifts when guests are in a rush to return to work. Communication is
key to understand how to treat each guest.
Communicating With Guests
The wait-staff needs to easily communicate with guests to ensure their stay at
Texas Land and Cattle is an enjoyable one. You creating a comfortable
atmosphere is important to Texas Land and Cattle. We expect our employees to
be able to communicate with guests verbally and nonverbally. The wait-staff
should always remain animated while attending the guests and attentive to
their surroundings when they are away from the table.
•
•
•
•
•
•
•
•
•
A few phrases Texas Land and Cattle employees should know are:
“Welcome to Texas Land and Cattle, my name is _________.”
“Have you ever dined with us before?”
“Would you like (insert an alcoholic beverage) or a (insert a nonalcoholic
beverage) to drink?”
“Would you like a (insert an appetizer)?”
“How would you like your steak prepared?”
“Would you like a (insert dessert) with some coffee?”
“When presenting check “Here is your check, I will be your cashier
today.”
“Thank you for dining with us, I hope you visit us again soon.
8
Shift Running Duties
The manager assigns tasks for each member of
the wait-staff to accomplish throughout the shift.
During the lunch shift one server is usually
assigned to each running shift task. During the
dinner shift the manager assigns one or more
server to each running shift task. The different
tasks are salad bar, drink station, soup/expo, and
bread/condiment/To-Go (Figure 2.).
Salad Bar
Figure 2. List of side work duties
and places to designate servers
The server(s) in charge of salad bar maintain a few
tasks. The main duty for salad bar is making sure that the salad, dressings,
and croutons are always stocked. Pay attention to salad bar traffic and the
items that need stocking. If you need to restock approach the salad bar when it
is not busy. Everything that needs stocking should be found under the salad
bar. If the items are not under the salad bar then you must locate them in the
refrigerator, and then bring them to the salad bar. For more information about
the salad bar, see the Lunch Shift section.
Drink Station
Only employees can access the drink stations. The primary concern for the
server(s) in charge of the drink station is to stock all glass cups, kid cups, and
straws when running low. Glass cups are located next to the dish pit. Straws
and kid cups can be found in the attic. Another task is to replace the lemon
wedges when they run out. Lemon wedges should be found under the drink
station. If they are not refer to the opening shift duties to cut lemon wedges.
Soup and Expo
The server(s) assigned to soup and expo is in charge of making sure the expo
station remains clean and stocked. If the limes, lemons, or cheese runs out
they should find the items under the salad bar and stock them. Also, if the
server notices the lined plates are running low they need to line more plates
and stock up their section. If the soups are running low they are to notify the
kitchen workers and they will hand you a new bucket to fill it up.
Bread/Condiment and To-Go
The bread/condiment/To-Go sections main job is to ensure ramekins of butter
are always available during a shift. Ramekins can be found in the dish pit
along with the butter squeezer. You bring a tray of ramekins to the back and
set up a station by going inside the refrigerator and retrieving the bin of butter.
You scoop the butter into the butter squeezer and then squeeze the butter into
the ramekins. You then bring it to the bread station. They are also in charge of
stocking the To-Go drawers. Items for To-Go are located in the attic.
Part III: The Lunch Shift
11
The lunch shift starts at 10:30 a.m. and ends at 4:00 p.m. It is usually the
slower shift of the day and the restaurant usually requires fewer servers during
this time. The lunch shift has a separate menu from the dinner shift, with
slightly different pricing. A server during the lunch shift may perform more
work than a server during the dinner shift.
Opening the Lunch Shift
The restaurant requires two members of the wait-staff to come in for the
opening shift. Although the opening shift starts at 10:30 a.m. the restaurant
opens at 11:00 a.m. Openers must complete several tasks before the guests
arrive. These tasks include: preparing the salad bar, setting up the drink
station, and receiving the first four tables.
Salad Bar Set-Up
Figure 3. View of the salad bar.
1.
2.
3.
4.
Go to the salad bar and see what dressings need to be stocked (Figure 3.)
Go get a cart from the storage room
Bring the cart into the walk-in refrigerator
Load the cart with:
a. A tub each of Romaine, Mixed, and Wedge Salads
b. Dressings that need refreshing
c. A small bin of tomatoes
d. Mustard and Mayo FIFO bottle
e. Milk
5. Take the cart full of items to the salad bar
6. Replace old dressings with new ones
12
7. Put Milk, Mustard and Mayo FIFO bottles and all three salads under the
salad bar. The section under the salad bar is refrigerated to keep these
items fresh
8. Retrieve the cutting
board from the
center of the salad
bar
9. Put one cutting
glove on your hand
that will hold the
tomato and then
put on plastic
gloves over the
cutting glove and
on the opposite
Figure 4. Items used to slice tomatoes
hand
10. Grab the cutting knife from the salad bar and cut tomatoes on the
cutting board. Cut enough tomatoes to fill two bins (Figure 4.)
11. Put one bin on the salad bar and one under the salad bar
12. Dispose of plastic gloves and return the cutting glove
13. Wipe down and return cutting board and knife
14. Return the cart back to the storage room
13
Drink Station Set-Up
Figure 5. . Back of the house drink station.
The restaurant has two drink stations. The opener will need to set both of these
up before the restaurant opens.
1. Go to the kitchen and retrieve the pieces for both drink stations. These
pieces include:
a. Wire rack
b. Black plastic draining basin
c. Silver splash cover
2. Take these to the back of the house drink station (Figure 5.)
3. Put black plastic draining basin under drink dispensers
4. Place the silver splash cover so that it covers the tubes leading to the
drink dispensers
5. Place the wire rack over the back plastic draining basin
6. Bring remaining pieces to front of house drink station
7. Repeat steps 2-5
8. Get the lemon slicer from above the salad bar
and cut the lemons. Clean and replace when
finished (Figure 6.)
9. Put the lemons into three small bins.
10. Bring one bin to the back of house drink
station
Figure 6. Slicer used to cut
11. Bring one bin to the expo station
lemons.
14
12. Bring one bin to the front of house drink station
13. Go to the ice machine
14. Fill up three buckets of ice
15. Bring them to the back of house drink station
16. Pour ice into the back of house drink station
Figure 7. Front of the house drink station
17. Repeat steps 14-16 for front of house drink station (Figure 7.).
Once you have properly set up the restaurant you are ready to start your shift.
Part IV: The Dinner Shift
15
17
The dinner shift starts at 4:00 p.m. and closes at 10:00 p.m. on SundayThursday and Friday-Saturday it closes at 11:00 p.m. The dinner shift is
usually the faster paced shift of the day and therefore the restaurant usually
requires more servers. The dinner shift has a separate menu from the lunch
shift, with slightly different pricing. The pricing for the dinner shift is relatively
more expensive compared to the lunch shift because the restaurant is usually
busier at this time of day.
Closing the Dinner Shift
All servers have to clean their section and the tasks mentioned earlier in the
Shift Running Section, we established that the manager assigns different tasks
for the wait-staff to be done throughout the shift. The same jobs, salad bar,
drink stations, soup/expo, and bread/condiment/To-Go, also have different
closing duties.
Salad Bar
Server(s) in charge of the salad bar have the main closing duty of taking out all
of the items in the salad bar and completely wiping down the salad bar. It is
important to clean the doors to the refrigerated areas as well. Bring the items
located under the salad bar to the big refrigerator that the closer instructs you
to.
Drink Stations
Server(s) in charge of the drink stations needs to break down the front of house
drink station and to bring the three removable pieces to the dish pit. The
glasses need to be stocked as well as the crafts in both stations along with the
kid drinks and straws require stocking as well and these items are in the attic.
Your final task is to sweep the front of house drink station.
Soup/Expo Station
Server(s) that take care of soup/expo clean off all of the trays. You need to
bring the trays to the sink in the back and wash them yourself with a sanitized
dishtowel, water, and soap. It is also
important to put the soups into smaller bins
and bring the buckets to the dish pit.
Bread and Condiment/To-Go
Station
Server(s) that take care of the
bread/condiment/To-Go need to prepare
Figure 8. Drawers used to store To-Go
items.
18
enough butter ramekins for the rest of the night. They also have to wash off all
of the condiments tops with a sanitized rag. Their final job is to stock all of the
To-Go items (Figure 8.).
Front of House Closer •
•
•
•
•
Check off servers at the end of the night for a clean section:
a. Wipe down chairs, booths, and tables
b. Sweep your section
c. Fill salt and peppers
d. Set the table with plates, silverware, and glasses for water
Clean the sections that belong to you and the other closer
Set up tables with plates, silverware, and glasses for water
Double check all sections are cleaned and set up the same
Line tables up accordingly
Back of House Closer
•
•
•
•
Check off the wait-staffs designated area assigned duties, refer to Closing
the Dinner shift section
Bring back remaining items needed that belong in the refrigerator
a. Extra butter
b. Any items under the salad bar
c. Lemons from the drink and expo stations
Dispose of left over soup in the garbage disposal
Do a final sweep
Index
19
Index
attending to a guest, 5
Back of House Closer, 18
Closing, 17
communicate with guests, 7
Drink Station Set-Up, 13
Front of House Closer, 18
General Workplace Etiquette, 3
Guest Maintenance, 5
receiving tables, 5
required uniform, 3
Salad Bar Set-Up, 11
Shift Running Duties, 8

Manuel for Texas Land and Cattle Wait

Transcription

Similar documents

valentine`s picnic basket

BAR TAKITO PRIVATE EVENTS

lurcat naples

For a more detailed presentation, CLICK HERE to our PDF!

Press Kit

Bargara Golf Club Wedding Packages

istanbul - Ovation

Private Dinner Gatherings

Full Catering Guide

Leafy salad: master recipe