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Note - Spur Corporation

1. Remember to organize your thoughts Ensure you have the full attention of the griller Tex Mex person or maker before calling Ensure that you use the following calling terms Can I call Off Nothing Going on Followed by Coming off Goes with Can I call it Wait your turn Remember to call off in all the sections and ensure that you co ordinate correctly in all sections Quality controller Remember to call 6 7 times before your food comes off V CALLING ON AND OFF SITUATION DESCRIPTION The order that was taken previously is the order that must be called Or check section 5 of this manual for different order examples Remember to follow all the instructions that the guest has given you Trainer is to act as the section staff members amp is to act as they would act with in reason Note to the trainer When a number of trainees are practicing their calling tell them to call the same order to you When they have called the order correctly give them a new order to call Make each order slightly more complex than the last S ORDER EXAMPLE The Order Starters 1 x wings spicy half 1 x garlic roll cheesy Kiddies Meals 2 kiddies specials 2 beef Burgers amp chips 1 Coke 1 Fanta Main Course 1 x 350g T bone MR chips skillet pepper sauce 1 x Enchilada beef half hot rice 1x Skewer of mushrooms Waitron Handbook service Reference Book version 5 aug 2002 doc
2. Going on announces to the griller that you want to place a new order Tell me when I may call indicates to the griller that you have an order Tex mex making going with the order on the grill Every time you call off you will repeat that question to the griller until he says you may call that order gt Order already placed in the sections are confirmed and asked for by announcing comin off You are saying Please give me my tables food coming gt Where more than one order is required to be called on or off the orders are separated by the phrase followed by Indicates a different table NOTE REMEMBER THAT NOT ALL YOUR FOOD COMES FROM ONE SECTION ORDER EXAMPLE AS PER WRITTEN IN YOUR DOCKET BOOK STARTERS 1X CALAMARI RICE 2 X SNAILS 1 X GARLIC ROLL CHEESE 1X NACHOS MEXICANA HOT MAIN COURSE 1 X CLUB RUMP MED amp BAKED POTATO WITH BUTTER 1X LADIES RUMP MED RARE 1 X CHEDDARMELT STEAK WELL DONE 1 X FULL CALAMARI CHIPS 1 X CHEESE BURGER 1X MONKEYGLAND BURGER 1 X MUSHROOM BURGER 1X MUSHROOM SKEWER 1X MUSHROOM SAUCE 2 X SIDE SALADS ZdGet waitrons to practice calling on and off with the above order Waitron Handbook service Reference Book version 5 aug 2002 doc Page 42 of 105 Updated 29 08 02 Above Order Example S The guest s starter order needs to be CALLED ON immediately at the tex mex section due to the fact that there are no grill item
3. It is very important to keep your guest feeling comfortable at all times Therefore to get them to remove their elbows off the table without you pushing them off always announce yourself at the table and excuse yourself i e Excuse me folks Q Place how Place the main part of the meal directly in front of the guest with the Spur logo at the top of the plate Trainer to demo ANNOUNCE THE MEAL Put the food in front of the person who ordered it describe the meal as you put it in front of the guest ie Your medium rare Rump sir with chips your pepper sauce is on the way If you cannot remember whose eating what announce the meal in a clear tone to the entire table Once the person acknowledges it then you can place it in front of the guest Never pass hot food to guests Always warn them that the plate is hot Remember if the plates are too hot to carry you may carry the plates with a service cloth Waitron Handbook service Reference Book version 5 aug 2002 doc Page 48 of 105 Updated 29 08 02 NOTE If you are using this service cloth then it will be visible to all your guests therefore ensure that it is clean and dry at all times Always serve guests their food from their left hand side However if it is impossible to get around to the left hand side then you must adjust your service procedures to suit the guest Announce what s on the way If you have to return to the Grill to collect more me
4. e there are sufficient side plates e there isa selection of breads for our guests to choose from as well as sufficient butter and margarine portions e there are enough serviettes and serving spoons for the salads and hot vegetables e That the salad valley is clean and maintained at all times e That the salads and hot vegetables are constantly re filled e Condiments are clean amp full e Tooth picks are available Waitron Handbook service Reference Book version 5 aug 2002 doc Page 55 of 105 Updated 29 08 02 gt Ensure that there are clean presentable and up to date menus at the front door So when seating a guest the menus are right at hand gt After your guests have vacated the table ensure that you clean your table thoroughly Remember to clean underneath the table as well Your sauce bottles are cleaned and filled your salt and pepper cellars are full your table stand is clean and that the table talker is clean and presentable for the next seating gt By stocking yourself up before during and after service with the tools of your trade you will most definitely set yourself up for success and be able to provide your guests with excellent service and after sales service amp you will earn better tips gt If you discover that there is a lack of equipment please notify your manager as soon as possible To maintain a clean safe hygienic acceptable and viby working environment it is vital that you ensure that the f
5. gt Ensure that all guests eating Ribs chicken amp chops have received wet wipes serviettes amp bone plates gt Do not take food to the table until you are certain the entire order is ready ie check all meals are about to be placed on the plates gt Never take another servers food if your order is delayed This can disrupt the whole shop If your order is taking too long ask a manager for assistance immediately gt Work together as a team and help carry all the meals at the same time to the table gt Ensure your food is piping hot when delivering orders to the table gt Remember to place serviettes under specific items e All condiments require a saucer serviette and depending on the condiment a teaspoon e All tea orders require a steak plate as an under plate e All wing crumbed mushroom and chicken liver orders need steak plates as under plates e All finger bowls need to be served ona side plate e All steak sauce orders need to be served ona side plate with a serviette and teaspoon Remember you are the last person to see the food before it goes to the table therefore you are the quality controller If you notice any problems with the food quality it is your responsibility to rectify it or to inform the manager on duty Waitron Handbook service Reference Book version 5 aug 2002 doc Page 47 of 105 Updated 29 08 02 CARRYING PLATES Demonstrate how to carry 3 PLATES gt Place one plate between you
6. gt Mexican Hot or not Hot with chilli U Enchiladas Medium or large Chicken Beef Vegetarian Hot or not gt Fajitas gt Beef or Chicken Hot or not U Chicken Burger Crumbed or grilled Mushroom or Cheese sauce U Desserts Ice cream or cream Waitron Handbook service Reference Book version 5 aug 2002 doc Page 36 of 105 Updated 29 08 02 PRACTICAL EXERCISES ROLE PLAY Once this first step has been completed the group needs to practice their newly learnt skills It is imperative that you the trainer allow the candidates to put their theory into practice Please refer to your Role Play Scene Setters in this reference book check contents page for page no This will assist you in successfully completing the role play on Taking the order At the back of the candidate s workbook are feedback sheets which they need to fill out during the role play NOTE Do not forget to give feedback at the end of the role plays It is important that you instill good habits into the candidates and that their mistakes are rectified a s a p SUGGESTIVE SELLING gt One of your roles at Spur is that of a sales representative Imagine that your bay is your business Spurs will provide the tables seats and a menu and wine list full of exciting products for you to sell rent free gt Your job now is to make as much money as possible from your business and you will do t
7. Call off at least 6 to 7 times per order You can never call off too often and always make sure you call off in full each time Whilst you are calling off the griller should be identifying the product by touching it with the tongs At the same time you must remember to call off in all three main sections of the store ie grill tex mex and making sections and co ordinating the orders to come off at the same time Calling off is a reminder to the griller kitchen staff of your order amp how it should be prepared Remember you job is to be a quality controller at all times Make sure the following looks acceptable BEFORE delivering the food What will you check about the meals before delivering them to your guests Chips and onions are not oily stacked neatly and contained on the plate Garnish looks fresh Steak fish looks appealing and appetizing Food is hot Portions are generous Plates are clean no basting on the sides Is the order correct check written order All sauces are served separately unless on a burger or otherwise requested Waitron Handbook service Reference Book version 5 aug 2002 doc Page 44 of 105 Updated 29 08 02 GENERAL RULES IN THE SCULLERY AREA Refer Health amp Hygiene Manual for more information 5 All dirty plates must be scrapped of any left over food serviettes bones etc before they are stacked in the dish area This scrapping is the responsibility of the person who i
8. Policies amp procedures General Behaviour Correct bay preparation Dealing with guests with unique needs al S E S S correctly wae e e a working environment P a and destroy fires rE ee a eee Teamplayer Le 1 WEEK TOTAL 292 __ 2 MONTH TOTAL 292 ___ 6 MONTH TOTAL 292 eee 12 MONTH TOTAL 292 To WAITRON TO SIGN MANAGER TO SIGN Waitron Handbook service Reference Book version 5 aug 2002 doc Page 104 of 105 Updated 29 08 02 11 HANDBOOK amp UNIFORM ISSUE FORM Name Please note In terms of the Copyright Act No 98 of 1978 no part of the training information supplied to you may be reproduced or transmitted in any form or by any means electronic or mechanical including photocopying recording or by any information storage and retrieval without the permission in writing of the Board of Directors of Spur This training information is the property of Spur and is never resold In the event of unauthorised reproduction Spur will not hesitate to prosecute to the fullest extent of the law SIGNATURES Employee Manager Date OFFICE USE ONLY Handbook issued Start training Handbook no Training completed on Deposit paid on Refunded on Evaluation Date Result Menu Test Result 1 Menu Test Result 2 Shirt o o S o Baseballcap oo o S o Apron oo o G G Waitron s friend ooo o o o Name badge o oo o CY o Docket book G G Servicecloth ff S FURTHER P
9. Q On removal of the last main course plate what do you say to your guest Could I bring you the dessert menus Could I recommend some of our delicious desserts or do you know what youre going to order already When you take the dessert order ensure that gt You describe the desserts to the guest amp that you use the pictures on the menu to sell the products gt You have written it down correctly gt Asked relevant questions relating to desserts Ice cream or cream for most of the desserts gt Repeated the order back to the guest gt Thanked them for their order Before serving desserts ensure that gt The table is set Q What does bottomless coffee mean Pay for your first cup and all refills are free Q How do you serve COFFEE Before serving the guest the coffee check each piece of crockery for chips and ensure they are clean Ensure that you are using a Spur printed cup a printed saucer with a teaspoon Cups handle turned to the right hand side Teaspoon also on the right under the handle Place 2 sugar sachet on the left hand side of the saucers with the logo facing up Depending on the guest s preference hot or cold milk must be served with the coffee Both the cup and milk jug must be placed on the right hand side of the guest The ear of the cup and the jug handle must be positioned on the right hand side U ee ee E L Waitron Handbook service Reference Book version 5 a
10. Page 33 of 105 Updated 29 08 02 Q How do you carry a tray correctly S Place one hand under the base of the tray allow your fingers to stretch out evenly this will create an even distribution of weight onto your hand When placing items onto a tray spread them out evenly to prevent the tray from becoming unevenly balanced Never carry the tray against your body Your arm should always be away from your body Your free hand is used to e Open doors e Pickup and drop items off e Prevent people from walking into you Trainer to demonstrate to the group WHAT IS gt Spritzer dry white wine 3 soda water ice gt Rock Shandy lemonade gt soda water ice dasher of bitters ice slice lemon gt Katemba red wine coca cola gt Cordials Non alcoholic cool drink syrup eg lime passion fruit cola tonic mixed with the guests choice of soda ice gt Beer Shandy i 2 beer of your choice lemonade No ice Waitron Handbook service Reference Book version 5 aug 2002 doc Page 34 of 105 Updated 29 08 02 TAKING THE ORDER TRAINERS EQUIPMENT Docket Books and Menus Explain the docket layout and policies Give trainees copies of the docket book and examples to write down Give the trainee a list of acceptable abbreviations e g mr medium rare ch chips bp baked potatoes pep Sc pepper sauce etc Q In what manner would you ask your table if they we
11. Page 82 of 105 Updated 29 08 02 CALLING ON AND OFF CHECKLIST 1 Trainee Manager Date 1 Did the waitron organize his her thoughts before calling the order on O Yes No Notes 2 Did the waitron ask permission from the section person O Yes No if they could call Notes 3 Did the waitron call in the following manner I have off O Yes No nothing followed By going on 1 x buffalo wings spicy and 1 x cheesy garlic roll Notes 4 Did the waitron go back within 2 minutes to call off O Yes No I have coming off 1 x 3 buffalo wings spicy and 1 x cheesy garlic roll Notes 5 When the food was ready did the waitron check To ensure that the quality of the food was up to standard O Yes No Notes 6 Did the waitron ensure that he she had given the guest their 10 minute time lapse between their starters and main course O Yes No Notes 7 Did the waitron ask permission from the griller if they may call O Yes No Notes 8 Did the waitron call in the following manner I have off O Yes No nothing followed by going on 1 x 350g T Bone medium rare 2 x kiddies burgers it is going with an Enchilada can I call Notes 9 After receiving permission to call the Enchilada did the waitron O Yes O No call in the following manner I have off nothing followed by going on 1 x medium beef Enchilada hot Notes 10 Did the waitron receive permission from the tex mex O Yes No person to call the Enchilada Was the Enchilada c
12. Please refer to your Role Play Scene Setters on the contents page of this reference book to find the info This will assist you in successfully completing the role play on Meeting greeting and seating the guest gt At the back of the candidate s workbook are feedback sheets which need to be filled out by the trainer amp the trainees during the role play NOTE Do not forget to give feedback at the end of the role plays It is important that you instill good habits into the candidates and that their mistakes are rectified a s a p Waitron Handbook service Reference Book version 5 aug 2002 doc Page 21 of 105 Updated 29 08 02 FIRST VISIT TO THE TABLE How to greet the guest Q S Greet the guest and introduce yourself Good afternoon welcome I m Sam amp I ll make sure you have a wonderful time When guests are on a first name basis with their waitron they feel a lot more comfortable and they feel at home You as the waitron become a lot more approachable It also prevents you from being called Hey you amp it easier for them to call you if need be Q How not to greet the guest So what can I get you gt You or your fellow team member have just created the most awesome first impression at the door and in 2 seconds you crushed it by going up to the table and saying You should always be smiling and point to your name badge so that they can read your name as well as hear you
13. Some have suggested that the laws of Kashrut fall into the category of chukkim laws for which there is no meaning KOSHER FORBIDDEN Animals with cloven hooves that chews Any land mammal that does not have both their cud eg cattle sheep goat deer of these qualities eg camels hares pigs Seafood with fins and scales eg tuna gt Shellfish such as lobster oysters shrimp salmon herring clams and crabs Chicken geese ducks turkeys gt Birds of prey or scavengers eg vultures eagles Rodents reptiles amphibians gt Insects Waitron Handbook service Reference Book version 5 aug 2002 doc Page 98 of 105 Updated 29 08 02 S METHOD OF SLAUGHTER Quick deep stroke across the throat with a perfectly sharp blade with no nicks or unevenness This method is painless causes unconsciousness within 2 seconds and is widely recognized as the most humane method of slaughter possible The Torah prohibits consumption of blood This is the only dietary law that has a reason specified in the Torah Jews do not eat blood because the life of the animal is contained in the blood This applies only to the blood of birds and mammals not to fish blood Thus it is necessary to remove all blood from the flesh of kosher animals IMPORTANT POINTS TO REMEMBER Forbidden animals flesh including their organs eggs and milk are not allowed to o po Kosher animals must be slaughtered in the correct way All blood must be d
14. and W D steaks longer gt Call on or process your orders immediately after taking the order gt Remember your job is to be A Sales Representatives See Suggestive Selling A Quality Controller A Team Player QUALITY CONTROLLER As a Spur Waitron it is your job to make sure that each and every plate of food you take toa table is correctly presented and crisp in appearance Ask yourself this question Would I be happy with and prepared to pay the price for this plate of food if the answer is yes deliver the plate of food to the table ina flash Should the answer be No as a result of the plate presentation being poor ie burnt chips or onions etc have this rectified or alternatively call a manager for assistance and have the problem corrected pronto Remember Guests eat their food with their eyes This means that when the food arrives if it is correctly presented with a fresh appearance the guest is immediately happy and relaxed to enjoy the meal Consider the following A guest s visit to your Spur Steak Ranch is as follows gt 40 Initial greeting was the guest s first impression when arriving at your store good or bad gt 10 drinks i e did the drinks arrive promptly and was the beer cold gt 30 food presentation gt 15 food quality and taste gt 5 vibe music after sales service SALES REPRESENTATIVES In addition to being a quality controller you are also the sa
15. 2002 doc Page 3 of 105 Updated 29 08 02 D E E a A 46 By ENAT E OA IA IAA N OAA EA AIE AAA IARE A AE E 47 After Sales Service nnana ann 49 BE A ANIA PEI PETET EI IEI ALANE NON BENEI AII AAA ET OE A AIOT E AA A sfa Take E a a EPOSA EEI NE ENIE NEE AAA I O OOE TE AOA IEAA A O E E 52 Pre shift duties Seting yoursel Up For SUCCESS astpiaininenn raka a 53 Dessert And Coffee Orders nnne 57 Guest E E E e EP S seni ast cl ecco gett ng A T AET ES I E PEA EN AES 59 a OEE AAEE AETA ANA AEO A 62 TIPS innnan 64 5 ORDER E ANP LE a snc aes canes teen essen tiaenasas 67 6 PUR al aM E E S E E E sete 69 7 GU T ri POE EEO a itor picatbaerteaee eres etesiens 70 PEN aparea POSTE iiaa aE AES 70 Visual De iis acncnnots AET 71 PT rE E T a 72 8 ROLE PLAY SCENE SETTERS amp CHECKLISTS sssssesseseseseseceseseseeeeseceeesesesesece 73 erecting At The Door Role etter daanaareneiumwaiee einen 73 First Visit To The Table Role FD EN E E T adie 75 First Drinks And Wine Service Role Ft EESE DIEE E E E AAE A PEE AS 77 Toa E Ordr Poe F i ae lineaaeseniadiiynanate aa nue emerennanens 79 Cama Oa Ana OTT Rae PIO inpia 81 Delivering The Food And After Sales Service Role Play cccccsesesssssssssessssescsccsessscsescseseseeees 84 Dessert And Coffee Order Role EUR sssecsctoicsoic wesc AAO aaceee oi E EE 86 Guest eres ots E cena dann 88 The Bill Role Play ccccccssssssssssssssssssssssssesussss
16. 29 08 02 Q How much do you pour into each glass Red a glass White of the glass Dinkies the glass Always leave some wine in the bottle Allow the host to pour the remainder Big tables Pour 3 a glass for each person if they have only ordered 1 bottle of wine ensure each guest receives some wine Place all the glasses in a row at the head of the table This allows you the waitron to pour and divide up the wine equally between the guests As some of the guest s wine glasses may be difficult to reach HOW TO POUR WINE INTO A GLASS DEMONSTRATE Always hold the bottle in such a way that the guests may see the label The correct procedure is to pour from the right hand side However if the table is a shoe it is easier to pour from the side of the table Steps 1 Pour amp tilt neck upwards 2 Lift and hold the bottle must be held over the glass bowl to prevent spillage 3 Twist twist the bottle over the glass bowl NOTE THE ABOVE IS THE CORRECT WAY TO POUR WINE AND SHOULD BE FOLLOWED WHEREVER POSSIBLE IF FOR EXAMPLE WHEN SERVING LARGE GROUPS THE RULES BECOME DIFFICULT TO FOLLOW BE PREPARED TO ADAPT THFM Q What should you not do when pouring wine into a glass gt Rest the bottleneck on the rim of the glass bowl gt Lift the glass Q When do you lift the glass You may only lift a glass when you are pouring champagne or sparkling wine NEVER gt Stretch over guests to pour wine wit
17. BE COMPLETELY NON SMOKING TAKING CHARGE You should never allow guests to float aimlessly through the restaurant it is your responsibility to guide them to their designated table Always ask the guest to follow you amp lead the to a suitable table Waitron Handbook service Reference Book version 5 aug 2002 doc Page 18 of 105 Updated 29 08 02 WALKING gt Walk at the pace of your guests This gives you a great opportunity to develop a relationship with your guests gt Walking a head of them shows that you are uninterested and gives off an uncaring and rushed attitude gt Always chat with the guests if you know their names greet them using their name ie Good evening Mr Mrs Smith great to see you again gt This time allows you to point out the salad valley etc gt Help your guests carry bags coats etc Let the children carry their own menus to the table This will also give you an opportunity to point out certain features in the restaurant eg Stairs toilets a tiled area that could become slippery when wet SEATING gt Never dump the menus on the table and walk away Stand back and allow the guests to seat themselves If there are free standing chairs pull one out gt Always ask the guests if the table is suitable If the guests are not happy with the table offer an alternative table If there are no other tables available due to the store being full inform them that the minute another table
18. Notes 5 Is the guest thanked for bringing it to their attention no matter what the problem may be O Yes O No Notes 6 Food Is the guest s plate removed should the plate have been removed O Yes O No Is a complimentary salad offered if plate is removed O Yes O No Notes 7 Is the guest asked whether he would like a new e g T bone or if he would prefer something else Is a suitable solution offered O Yes O No Were clean settings delivered hot sauce delivered with food O Yes O No Notes 8 Was it rectified immediately O Yes O No Notes 9 Was a manager informed did the manager apologise to the guest O Yes O No Notes 10 Does the waitron return to ensure that the guest is happy once the solution has been applied O Yes O No Notes 11 Was the waitron Audible confident kind concerned O Yes O No Polite says please amp thank you continuously addresses guests correctly O Yes O No Positive body language open kneeling at table up straight smile good eye contact O Yes O No Notes Notes Notes Waitron Handbook service Reference Book version 5 aug 2002 doc Page 90 of 105 Updated 29 08 02 THE BILL ROLE PLAY 1 Presentation 2 Payment 3 Thank you 4 Invite for the return visit THE BILL SITUATION DESCRIPTION GUESTS 1 The lady requests the bill 2 The guest s pay but are sitting chatting at the table 3 They tip 5 4 They pay in cash WALITRON gt Offers more
19. Rules amp Regulations uo cccccescsescsesesesescsescsessesssssssseecseeesees 8 6 Be essai eesssinesetts ences te eens tees sect da nese eae 9 cae OET EE ae ee wee anes 9 Day 4 Ten Steps of Service Workshop sacra ccarsinssvictrcrncasserinsntacelesnctisdcecedeiedandannaieineowiuaunniesannenieaies 10 Day 5 Ten Steps of Service Workshop CONT ccccccssesesesescsesescsesesssesesesssessssssseesssesesesesesesesesesesees 11 Day 6 Shadow Shift nnna 11 Day eF Taen A Rr TaD a 12 4 TEN STEPS OF SERVICE WORKSHOP REFERENCE BOOK cccccccscccccccssccecceees 13 Introduction EEEn 13 Housekeeping RUES outs sobsvnseceesesaanciinsinsnisivysawuiinesennbdinnnseseces dunaasniveaoicidi ANDE as NASES EERE 13 Boel r N E NE T E eee eee E E E ENE EA E EE AS 14 Oe TE DOO o a RR 15 First Visit To The Table 21 OT E ENAA ANAT A TA 24 Wine Service nann 25 PC ar re T O a a 31 Tako The Ada ainiin SEE bana 34 mo ULC CRG cae A OET IARE eR are E N EEAS A en Sn ERAI EA PESA A ANES 36 Diets And Diet Restrictions nnne 38 Food E TAE AEAEE E 39 Ens L g 1 SOA IEE A A INA E IA OE E E PA OA EE A A E I A T 40 Ra a T T pan A T AA E 41 General Rules at the Grill Tex Mex ONG Making Sections 43 General Rules In The Soner A usoni E eens nied 44 Tobie EL AAEN vusaca noses ee catiiasic aces tsa A E E I EE A ust A AE ENEDA and NEE EN EET 45 Waitron Handbook service Reference Book version 5 aug
20. be avoided at all times eg fish prepared with wine cakes and ice cream containing any alcohol or liquor gt Contamination of Halaal items with Haraam items will render it Haraam gt Pork and pork products are totally forbidden gt Imported chickens and meat is not allowed if not slaughtered or prepared suitably IMPORTANT POINTS TO REMEMBER Waitron Handbook service Reference Book version 5 aug 2002 doc Page 39 of 105 Updated 29 08 02 KASHRUT JEWISH DIETARY LAWS KOSHER FORBIDDEN gt Animals with cloven hooves that chews Any land mammal that does not have both their cud eg cattle sheep of these qualities e g pigs gt Seafood with fins and scales eg tuna gt Shellfish such as lobster oysters shrimp salmon hake yellowtail clams and crabs gt Chicken turkeys FOOD ALLERGIES The difference between food allergies and food intolerance FOOD ALLERGIES If some one is allergic to a certain food the following symptoms will appear gt Mouth swelling of the lips or tongue itching lips gt Airway wheezing or breathing problems gt Digestive tract stomach cramps vomiting and diarrhea gt Skin hives rashes or eczema Waitron Handbook service Reference Book version 5 aug 2002 doc Page 40 of 105 Updated 29 08 02 SPUR JARGON Before a person is able to work successfully in a Spur he she need to understand our Jargon trainer to explain amp give relative exampl
21. coffee gt Checks amp presents the bill gt Returns the change gt Thanks for tip amp patronage gt Clears last bits amp pieces off the table Waitron Handbook service Reference Book version 5 aug 2002 doc Page 91 of 105 Updated 29 08 02 THE BILL CHECKLIST Trainee Manager Date 1 Does the waitron check the bill before presenting it O Yes O No Notes 2 Does the waitron automatically hand the guest the bill on request or do they have to still print it out O Yes O No Notes 3 Does the waitron present the bill to the person who requested it O Yes O No Is the bill neat amp tidy is it in a folder O Yes O No Is there a pen mint amp toothpicks in the folder O Yes O No Notes 4 Do they inform the guest to pay them or to pay the cashier O Yes O No Does the waitron step away from the table while the guest is sorting out the bill O Yes O No Does the waitron step away from the table while the guest is sorting out the change O Yes O No Notes 5 Did the waitron thank them for their visit and welcome them back O Yes O No Notes 6 Does the waitron thank the guest for the tip sincerely O Yes O No Notes 7 Does the waitron continue to clear the table O Yes O No Notes 8 Does the waitron offer the guest more coffee drinks if they do not leave once they have paid Notes O Yes O No Waitron Handbook service Reference Book version 5 aug 2002 doc Page 92 of 105 Updated 29 08 02 9 ADDIT
22. presented in the correct way Notes 10 Were the glasses topped up during service Notes O Yes O Yes Yes Yes Yes Yes Yes m0000 0 m0000 0 yes O yes O yes O 00 Yes Yes Yes Yes Yes 00 0 0 0 0 0000 0 O Yes O O Yes O O Yes O No No No No No No No No No No No No No No No Waitron Handbook service Reference Book version 5 aug 2002 doc Page 79 of 105 Updated 29 08 02 TAKING THE ORDER ROLE PLAY 1 Inquire from the table whether they are ready for the order to be taken 2 Ladies first 3 Write the order down separate starters amp mains on the docket 4 Ask specific questions about each meal suggest sauces with steaks 5 Repeat the order to the guest checking if it is a starter or main course order 6 Enquire about the time lapse between meals 7 Write the time the order was taken on the docket 8 Thank the guests for their order remove the menus amp write time on docket TAKING THE ORDER SITUATION DESCRIPTION GUESTS gt There are 4 hungry guests at the table they are ready to order gt No guest may order the same meal as the last each is to order a different starter gt Each guest must order a main from a different section of the menu Steaks Tex mex Burgers Poultry Seafood gt The guest is to wait for the waitron to ask the relevant questions How steaks should be done chips rice or BP if they would like a pepper cheese mushroom sauce h
23. say it What happens if your guest cannot speak in your language Most guests will appreciate your effort to communicate with them in their own language even if your skills in that language are very basic gt Determine the language your guests speak by listening to their conversation or by asking them which language they speak If possible greet and deal with the guest in that language If you are faced with the challenge of serving guests who do not speak your language at all and you are unable to speak their language e Find another staff member who is fluent in the guest s language and may act as an interpreter e Keep your normal procedures in mind and make the guest feel welcome with a smile Use non verbal communication to help the quest or to find out their needs e Use body language gestures pointing and shaking or nodding of the head e Speak English even people with no English know one or two words so use a few words they know otherwise the encounter is unnaturally silent Also your voice itself conveys a meaning ie your voice rises when asking a question e Do not shout at the guest or raise your voice because they are unable to speak English your guests are not hearing impaired e Use your Product and Presentation Album by showing them the various pictures This will assist the person in ordering the correct meal e Ifall the above fails call your manager for help e Remember to always be warm good natured and PA TI
24. skills It is imperative that you the trainer allow the candidates to put their theory into practice Please refer to your Role Play Scene Setters in this reference book This will assist you in successfully completing the role play on Presentation of the bill At the back of the candidate s workbook are feedback sheets which they need to fill out during the role play NOTE Do not forget to give feedback at the end of the role plays It is important that you instill good habits into the candidates and that their mistakes are rectified a s a p T I P S Q What does T I P S stand for gt To Insure Prompt Service gt Always say thank you We are always rewarded in life in proportion to the value of our services to others If we wish to increase the value of our rewards we must increase the value of our service STEVE SHAPIRO By thanking the guest for the tip no matter how large or small it is the guest not only knows you have received the tip but that you appreciate the gesture and the guest will therefore be willing to tip again on the next visit Q Guest doesn t tip what do you do Because you are a professional waitron you will take it in your stride It is difficult to give excellent service and not be rewarded for it However never show your disappointment in front of your guests Always say thank you and invite them back Q The guest pays but doesn t leave what do you do gt If ague
25. the adults or there is a disabled person in a wheelchair and an accessible table is required gt The guest may have requested a special meal eg Vegetarian Kosher Halaal etc or they may have pre arranged a set menu Please note that this will be allowed at the management s discretion only gt The waitron serving this party should be informed on any special requests This will automatically avoid any confusion and allow the guests to enjoy their dining experience Q What do you do if there is a booking error Call the manager or supervisor on duty immediately Do not try to sort out a problem that is beyond your control The manager will sort out the error Q What if a large group of 15 or 20 people walk into the restaurant and request a table Ask the party in a polite manner to wait while you organize a table to suit their requirements SMOKING OR NON SMOKING Use your initiative Try to see if anyone in the party is carrying a lit cigarette or is carrying a box of cigarettes in their hand One can even see a box of cigarettes showing through a top pocket of a white shirt Instead of asking for their preference make a statement Table for two smoking and you will notice how impressed your guests will be Remember never assume if you cannot see that they are smokers always ask whether they would prefer smoking or non smoking NOTE WITH THE NEW TOBACCO REGULATIONS YOUR STORE WILL HAVE AN ALLOCATED NON SMOKING AREA OR
26. the required criteria gt Have you had a job before What did the job entail gt If restaurant type of job what did you do there what was on the menu ask specific question about certain menu items e g what will you ask a guest is he orders a steak gt Ask questions on basic beverage amp bar items e g what is a milkshake what are some of the names of our local beers gt Why do you want to work here what do you need the money for gt How will you get to work This is not a formal interview but a 5 minute chat standing in the store If you are happy that the person has the necessary criteria hand the person a take away menu amp set a date amp time for them to write the test You are to tell the person that if they do not achieve a 90 average you will not consider training them If the person achieves 80 or more for the test you may consider training them however it gives you leeway incase you change your opinion of that person If you are not happy with the person tell them you have no positions available at present or that they do not met the necessary requirements as per the check sheet Be polite friendly amp professional Waitron Handbook service Reference Book version 5 aug 2002 doc Page 5 of 105 Updated 29 08 02 CRITERIA FOR WAITRON SELECTION FORM Note This is to be completed by the manager not the person applying for the job The applicant should not see this form Name Cont
27. to the customer amp what is on the table gt He she is not to be told what the guests complaint is the waitron is to follow the 10 steps to resolve the complaint GUEST complaint 1 gt The gentleman s T bone is overdone gt When the waitron went to enquire how they were enjoying their meal the gentleman complains gt The guest is calm and is not shouting swearing or causing a scene gt The guest is happy with the replacement GUEST complaint 2 gt The person asked for chips amp not a BP GUEST complaint 3 gt The person says his ribs are burnt GUEST complaint 4 gt The person wants to know why they are waiting a hour for their meals GUEST complaint 5 gt The person says his knife is dirty GUEST complaint 6 gt The person says that you as the waiter are rude amp unfriendly GUEST complaint 7 gt The person says his beer is warm amp flat GUEST complaint 8 gt The person says there is plastic in his ice cream Waitron Handbook service Reference Book version 5 aug 2002 doc Page 89 of 105 Updated 29 08 02 GUEST COMPLAINT CHECKLIST Trainee Manager Date 1 Does the waitron listen attentively and not interrupt O Yes O No Does the waitron ask questions to clarify the complaint O Yes O No Notes 2 Do they interrupt the guest O Yes O No Notes 3 Do they offer the guest excuses O Yes O No Notes 4 Does the waitron apologize sincerely O Yes O No
28. with a table that has plenty of aisle space This will assist both yourself and the guest They won t feel squashed in a constricted space and you will be able to move around them without bumping into them and making them feel like an obstacle Ensure there are the exact same options offered to mobility impaired guests ie smoking and non smoking tables toilet facilities Remember people with physical disabilities do not necessarily have mental disabilities therefore do not speak down to them or treat them any differently Waitron Handbook service Reference Book version 5 aug 2002 doc Page 73 of 105 Updated 29 08 02 8 ROLE PLAY SCENE SETTERS amp CHECKLISTS GREETING AT THE DOOR ROLE PLAY S Vite gt Greet the guest Check the number of guests in their party Smoking or non smoking Taking charge Walking Seating Handing over menus and the wine list GREETING AT THE DOOR SITUATION DESCRIPTION GUESTS gt 4 in the party 2 adults and 2 kids gt Gentleman is holding a cigarette in his hand gt Gentleman gives drinks order immediately on being seated e A bottle of dry white wine e 2 kiddies cokes WAITRONS gt The person who greets and seats the guests gt The person responsible for serving the table Mary Waitron Handbook service Reference Book version 5 aug 2002 doc Page 74 of 105 Updated 29 08 02 GREETING AT THE DOOR CHECKLIST Trainee Manager Date 1 Greeting the guest 1
29. would be unacceptable to greet guests using slang language eg Howzit Oaks How should children be greeted at the front door Children should always be given an extra warm welcome You may even go down to their level Ask them if they would like to carry their own menus or give them a balloon Children very often are the ones who make the decision as to where they would like to eat out Children are our VIP guests and should be treated as such right from the start of their visit Children are our guests of the future CHECK THE NUMBER OF GUESTS IN THEIR PARTY If your store takes bookings ask them if they had made a reservation Check the reservation s book to confirm the reservation and identify whom the server is If your store does not take bookings you must always remember to enquire from your guests as to the number in their party Try something different make a statement eg Good evening sir welcome to s2022 Spur will it be the two of you this evening Good afternoon welcome to Spur Party of five will there be anyone else joining you Waitron Handbook service Reference Book version 5 aug 2002 doc Page 17 of 105 Updated 29 08 02 If the guest has made a booking eg kiddies birthday party The following important information should be noted gt The correct number of guests and any special seating arrangements ie the children need to be seated at a different table from
30. 0 Was the guest greeted amp welcomed Did the waitron show positive body language e smiled eye contact Was the door opened for the guest Notes Check the number of guests in their party Did the waitron ask as to how many they were in the party Notes Smoking or non smoking Did the waitron notice if the customer carried cigarettes Was the question asked Would you prefer a smoking or non smoking area Notes Taking charge Did the waitron ask the guests to Please follow me please come this way Notes Walking Did the waitron walk at the pace of the guest Did the waitron make conversation e point out the salad valley Did the waitron interact with the kids e Give them menus to carry Notes Seating Did the waitron indicate which table the guests should sit at Did the waitron stand back and wait patiently while the guests seated themselves Was the table big enough amp suitable for the party Notes Handing over menus and the wine list Were the menus handed out individually and were the kiddies amp ladies helped first Were the menus presented to each guest correctly logo facing amp straight up Notes Did the person taking the guests to the table introduce the table s waitron Mary Notes Did the waitron take the drinks order and pass the order on to the waitron of that particular table Notes Did the waitron take the order down in the correct manner Write i
31. 02 doc Page 70 of 105 Updated 29 08 02 7 GUESTS WITH UNIQUE NEEDS Guests with disabilities have the same requirements as guests without disabilities ie quality products consistency and high service standards They have the same range of preferences perceptions attitudes habits and needs that drive guests without disabilities One can divide people with unique needs or physically challenged guests up into the following categories 1 The hearing impaired 2 The visually impaired 3 The mobility impaired There are additional facilities which physically challenged people require however remember aN The No 1 thing is to treat guests with disabilities just like you would all other guests JENNY SHEEHY VICE PRESIDENT NATIONAL ORGANISATION ON DISABILITY HEARING IMPAIRED GUESTS Q How do you greet a deaf person at the front door gt You need to greet a deaf person in exactly the same way as if you were greeting a person with perfect hearing gt Ensure that you look directly at them when speaking to them gt Never try and speak to a third person this will embarrass the deaf person and make them feel as though you are ignoring them gt Hearing impaired people are not blind Therefore do not give the deaf person a Braille menu they are still able to read and write gt Deaf people are able to use the menu to show you what they want however if they have not patronised our restaurant before they
32. 5 minutes gt Give your name so the caller knows who the contact person is gt Follow up on these orders regularly in order to achieve your approximate time that you quoted the guest Q When talking on the telephone what should we never do gt Do not sound rushed Do not use slang or swear words Do not speak with anything in your mouth Do not speak to a third person Do not interrupt the guest tUg w A ALWAYS REMEMBER TO SMILE er IT SHOWS IN YOUR VOICE Bre PRE SHIFT DUTIES SETTING YOURSELF UP FOR SUCCESS For you to successfully carry out After Sales Service for your guests it is imperative that you as the waitron set yourself up for success These are duties that need to be carried out when coming on shift and maintained throughout your shift in order for you to maintain your goals Follow these rules to maintain your goals as a professional waitron gt All menus should be wiped and placed correctly in the menu box so they are at your disposal when guests enter the restaurant gt Ensure that there is sufficient rolled cutlery in your side station amp clean all the place mats gt Ensure that there are clean unchipped ashtrays in your side stations gt Ensure that there are sufficient clean unchipped undamaged side plates sauce bowls and finger bowls in the store gt Ensure that there is enough clean unchipped unstained glassware in the store Waitron Handbook service Reference Book version 5 a
33. 9 08 02 DESSERT AND COFFEE ORDER ROLE PLAY Ol U UVUgtgeeteY On removal of the last main course plate desserts and coffees need to be suggested The dessert menu pictures to be used to suggest desserts The dessert order is taken down in the following manner gt Write order down gt Repeat the order gt Ask relevant questions gt Thank the guest for their order Table to be set for dessert Desserts to be served Serving of coffee amp tea DESSERT AND COFFEE ORDER SITUATION DESCRIPTION GUEST Waitron to approach the table amp recommend desserts The guests are ready to place their dessert order The Order Lady s order cheesecake with cream Cup of Rooibos tea Gentleman s order waffle with ice cream Cup of coffee Kiddies order 2 Chico the clowns WAITRON Waitron to approach the table amp recommend desserts by pointing to dessert on the menu Waitron to enquire about dessert amp coffee tea Waitron to write amp repeat order Waitron to call on order amp off as often as necessary Set the table Deliver desserts Offer coffee refills clear until bill is requested Waitron Handbook service Reference Book version 5 aug 2002 doc Page 87 of 105 Updated 29 08 02 DESSERT AND COFFEE ORDER CHECKLIST Trainee Manager Date 1 Did they ask the guest if they were ready to order Yes O No Was the menu used to suggest desserts Yes O No Notes 2 Did they take the ladies ord
34. AYMENTS RECEIVED BY DATE Waitron Handbook service Reference Book version 5 aug 2002 doc Page 105 of 105 Updated 29 08 02 12 TRAINER EVALUATION SHEET TRAINER EVALUATION SHEET Trainee Fills Out TRAINER TRAINEE DEPARTMENT DEPT MANAGER DATE DAY OF TRAINING SKILL TRAIT COMMENT Weak good excellent amp write a comment if you wish to do so Knowledge of material Job skills Attitude Questioning Speaking Instruction Listening Understanding Demonstration Feedback Motivating Honest Sincere Credible Commitment Concern Compassion Appearance Adhered to daily outline Greatest strength Need for improvement Overall effectiveness
35. BURGER Waitron Handbook service Reference Book version 5 aug 2002 doc Page 68 of 105 Updated 29 08 02 EXAMPLE 6 1X BAKED POTATO MUSH SAUCE 1X STARTER CALAMARI 1X STEAK PLATTER RARE BP BUTTER 1X CHEESE SAUCE 1 X CHICKEN KEBABS SAUCE OVER RICE 1 X KINGKLIP RICE GARLIC BUTTER 1 X FULL WINGS SPICY EXAMPLE 7 ORDER 1 1 X NACHOS CON POLLO HOT 1X MUSHROOMS SKEWER KKEEKKKKKKKKEKKRKEKKRKKKRKRKKRKRKKRRKKE 1 X CRUMBED CHICKEN BURGER MUSH SAUCE 1 X CHEDDAMELT BURGER 2 X SALAD BEEF BURGERS 1 NO ROLL 1 X DOUBLE GUACAMOLE BURGER 1 X LARGE CHIPS 1 X CHEESE SAUCE ORDER 2 1 X QUESADILLA CHIC n CHEESE HOT 1 XCRUMBED MUSHROOMS T T SAUCE KEEKKKKKKKKKKKKKKKKKKRKKRKRREKEKEK 1 X VEGETARIAN BURGER 1 X CHEESE SAUCE 1 X 3006 HOT ROCK FILLET MUSH PEP GAR SC 1 X VEG PLATTER CHEESE SAUCE CRUMBED MUSHROOMS SPUD BUTTER Waitron Handbook service Reference Book version 5 aug 2002 doc Page 69 of 105 Updated 29 08 02 6 SPUR MISSION What does it mean How do you create it Enjoyable Here we would focus on the 4 Golden rules to service Smile Keep drinks full Clear as you go Anticipate the guest s needs gt Entertaining We entertain our guests with theme evenings as well as on kids and adult birthdays gt Eating Generous portions and good quality food gt Excellence Only the best is good enough for our guests Waitron Handbook service Reference Book version 5 aug 20
36. CTICAL EXERCISES ROLE PLAY Once this first step has been completed the group needs to practice their newly learnt skills It is imperative that you the trainer allow the candidates to put their theory into practice Please refer to your Role Play Scene Setters on the contents page of this reference book This will assist you in successfully completing the role play on The first visit to the table gt At the back of the candidate s workbook are feedback sheets which they need to fill out during the role play NOTE DO NOT FORGET TO GIVE FEEDBACK AT THE END OF THE ROLE PLAYS IT IS IMPORTANT THAT YOU INSTILL GOOD HABITS INTO THE CANDIDATES AND THAT THEIR MISTAKES ARE RECTIFIED A S A P Waitron Handbook service Reference Book version 5 aug 2002 doc Page 24 of 105 Updated 29 08 02 FIRST DRINKS TRAINERS EQUIPMENT FOR DEMONSTRATION We suggest all trainees today have an empty bottle of wine filled with water with a cork and a waitrons friend Show the range of glasses and use these during discussion Straws ice bowls trays side plates Ice Bucket Service Cloth and Serviettes Q Why are the first drinks so important The speed at which the first drinks order is taken and delivered to the table is very important By serving the drinks as quickly as possible within 2 minutes you accomplish 2 things gt You keep the guests occupied happy and they start to relax gt More drinks can be ordered later on
37. ENT Besides introducing ourselves to our guests it is important to inform them of certain crucial information before leaving the table ie unavailables alternatives specials and prices Waitron Handbook service Reference Book version 5 aug 2002 doc Page 22 of 105 Updated 29 08 02 gt Guests may have special dietary requirements and they may have some questions for you regarding the specific menu items Always relay this information as soon as possible to avoid disappointment confusion or uncertainty Details in section 8 UNAVAILABLES ALTERNATIVES It is imperative that you inform the guest of what is unavailable on the menu This should be done immediately so that it prevents the guest from choosing a dish or beverage which is unavailable and in turn wastes their time By giving the guest an alternative a suitable replacement for the unavailable item it changes the focus from a negative situation to a positive situation eg Unfortunately we do not have the Chicken Kebabs this evening but I highly recommend the Ranch Chicken it comes with a choice of Spur chips baked potato or rice and onions If there is a particular beverage that is unavailable ensure that you let the table know before taking the drinks order Q What happens if you are unaware of an out of stock item and the guest orders that drink or food item The minute you discover that the food item is out of stock you need to inform the guest immedi
38. G MENUS ARE AVAILABLE AT SPUR STEAK RANCHES gt Main menu Available to all except during breakfast times gt Kiddies menu for children under 12 years of age only U Braille_menu This menu is provided for our blind guests It is exactly the same as the main menu Pensioners menu This is available in selected stores for people over 60 years of age Lunch Break menu Available in selected stores at lunch times only Students menu Available in selected stores for students with student I D s G YG YY g Wine list Available to persons over 18 years of age If a guest looks under age it is your responsibility to request identification from them If they refuse it is your responsibility to inform a manager As you can see you only get one chance to make a good first impression It is your foundation on which you will be building the rest of your service steps By creating a good first impression and building strong foundations it makes you the waitron more confident and comfortable in your service procedures With a weak foundation and a bad first impression you will be struggling throughout your entire service procedure working extra hard to turn your guests around The guest has made up his mind about you and your store almost immediately is it a good or bad impression Trying to alter somebody s mindset is very difficult especially if they have a bad impression the first stage of service is the most crucial as it sets
39. ILL Q When is the bill presented Only present the bill on request Or If the guest says Nothing else or That will be all ask him her if you should prepare the bill Make sure the bill is gt Correct gt Neatly presented Always organise the bill prior to the request of it If a guest requests the bill it means that he wants to leave As a waitron this part of your service procedure can make or break your good first impression that you have created and maintained throughout your guests dining experience Making a guest wait for his bill for an unnecessary period of time can alter his perception of your service If there is a delay keep the guest informed without making excuses Never give a bill to a table still eating with us unless so requested and see that they leave getting the same happy vibe as when they arrived Who do you present the bill to The person who requested it What should always be said once the bill has been dropped gt Inform the guest to either pay you or the cashier depending on your system gt Thank them for their visit and invite them to your store again You could even tell them to ask for you This makes them feel welcome and like regulars It also shows our professionalism and keenness to serve them NOTES Never let the guest think that you are rushing them Therefore once you have dropped the bill off at the table tell your guests that when they are ready they can either pay yo
40. IONAL INFO FOR EXPERIENCED WAITRONS You might recognize the HOST in several ways he she was the person who Entered the store first Told the greeter of their booking Gave their name for the waiting list Told everyone where to sit when the party arrived at the table Requested the wine list Places orders for other guests Gives instructions to the waitron May pay the bill TE ae t E t ee a E EL Q How much do you pour into each wine glass Red a glass White of the glass Why This allows the wine s scent to collect in the top of the glass so that when the guest drinks the wine the scent and flavour are received at the same time Q WHAT IS A COCKTAIL gt Alcoholic cocktails have a main ingredient of fruit juice or a carbonated drink eg soda water or ginger ale The spirit or spirits are then added to the main ingredient which forms a cocktail or a mixture of spirits that compliment each other gt Non alcoholic cocktails are generally a combination of fruit juices and or carbonated drinks gt All cocktails are renowned for the fancy glasses that they are served in some glasses are even named after the cocktail that they serve eg martini is served in a martini glass When advising guests on menu items remember to keep the following in mind U Elderly guests prefer meals that are very tender and that are in small portions eg schnitzels fillets and line Fish Pensioner s menus should be given to our elder
41. Q Where do you place the glass on the table gt Right hand side gt Above placemat OR for large tables where you cannot reach the guests gt Place glasses in a row at the edge of the table once you have poured the wine hand the glasses down the table ONLY for large groups Trainer to demonstrate to the group Waitron Handbook service Reference Book version 5 aug 2002 doc Page 26 of 105 Updated 29 08 02 TRANSPORTING THE BOTTLE Q How Always carry the bottle in the cradle position label to be displayed Trainer to demonstrate Bottles of wine are not to be transported on trays Trays are used to transport the glasses and ice bucket Q Why Doesn t disturb the wine Won t knock anyone or fall off the tray PRESENTATION OF THE BOTTLE Q To whom The host or the person who ordered the wine Q How Stand right next to the host with the wine in the cradle position The label should be facing the host Trainer to demonstrate presentation procedure Q Why The wine bottle is presented for a number of reasons gt To show the host that the wine bottle is still sealed gt By presenting the bottle label up the host can confirm that it definitely was the bottle that he ordered gt The host can check the temperature of the bottle v Ideally white and ros wines should be between 5 8 C v Red wines between 16 18 C room temperature Note South Africa has a very warm climate t
42. Reference Book version 5 aug 2002 doc Page 10 of 105 Updated 29 08 02 DAY 4 TEN STEPS OF SERVICE WORKSHOP TIME TO DATE gt The steps that should be covered are Greetings First Visit to the Table First Drinks Taking the Order amp Calling on amp off As per this Service reference Manual amp the Handbook S S Trainee to fill in the service section of the handbook during the workshop Training process for each step of service The trainer is to 1 Recap on theory in manual by asking directive questions all directive questions are found in the Service Reference Manual amp the Handbook All answers are found in this Service Reference manual Cover 1 step of service at a time Demonstrate each step of service the right amp wrong way Be clear amp specific Have all the right service equipment available Set up the role play a Tell the actors what to act out during the role play be reading through the relevant role play check sheets Found in this Service Reference Manual amp the Handbook b Tell customers how to behave what to order what to do while they are being customers they are not to be blind drunk stupid or difficult c Tell the group to observe each actor amp fill in the role play check sheet as they will be providing the actor with feedback after each role play Every Trainee is to act out each step of service Trainer to coach each trainee during his or her role
43. Spur Extranet Human Resources Contracts if you are still happy that the person will be an acceptable employee Once they have filled in the application form the manager should conduct an interview with the person this interview should focus on the person s previous working experience amp references If you want to employ the person the following induction info should be covered with the person at the end of a successful interview before the training process begins See Induction Check amp info form If you reject the applicant after the Application form has been completed the Application Form MUST be returned to the person or you may find yourself in a legal battle INDUCTION INFORMATION If the following induction information amp checks are covered with the potential employee as per the attached form your store will look professional amp organized The person will understand what will occur over the following period of time amp there will be no SURPRISES If this process is followed as it should be there will be minimal complaints from parents amp organizations such as Man Power Waitron Handbook service Reference Book version 5 aug 2002 doc Page 7 of 105 Updated 29 08 02 INDUCTION CHECK amp INFORMATION FORM Name of applicant Date Checks amp info Yes No Pending 1 Suitable references not friends amp family contactable re 2 Explained to applicant that they will only be accepted if
44. TO DATE gt Trainee to complete final test Serving training manager from entrance to exit including all 10 steps of service as per the role play check sheets All service procedures are to be exercised as per Service Reference Manual Trainer customer Trainee waitron Note Trainee is only to be allocated a table if he she performs all service procedures according to role play check sheets If not shadow shift is to be repeated gt Trainee is allocated one table in senior waitrons bay close to the kitchen in a busy area gt Trainee is to be supervised amp coached throughout their shift gt After the shift the waitron s performance is reviewed and feedback is obtained from the trainee and the senior waitron gt If the waitron has been successful he can be allocated shifts NOTE All trainees who will be working their first shifts must only be allocated 1 to 2 tables for their first week As the trainer you are responsible to monitor their performance It is recommended that a feedback session be carried out after each shift for the first week The trainer can then allocate more tables or let the waitron carry on with his original quota until he is ready for more tables Waitron Handbook service Reference Book version 5 aug 2002 doc Page 13 of 105 Updated 29 08 02 4 TEN STEPS OF SERVICE WORKSHOP REFERENCE BOOK INTRODUCTION S S Welcome the group to the training session Introduce yours
45. This will automatically increase your guest s average spend per head amp hopefully your tip Q What is the legal age in South Africa for a person to drink alcohol gt The legal age is 18 years of age However if the person is under age but they are with their parent or legal guardian they are then allowed by law to drink alcohol in the restaurant gt The parent or guardian has taken over complete responsibility for that underage person gt It is your responsibility as the waitron to request identification from guests who you think or know is under the age requirement You maintain that right not to serve under age guests or guests that cannot supply identification GLASSES Cleanliness Glasses should always be clean preferably steam cleaned They should never have fingerprints on them Polish them with a clean cloth Transporting Glasses should be handled as little as possible Glasses should be carried by the stem or the base This policy is the same for both clean and dirty glasses Glasses should always be carried ona tray Placing When placing a glass on a table always hold the glass at the base or stem and place it in front of the guest on the right hand side near the middle of the table Clearing Hold the glasses in the correct manner when clearing Clear onto a tray but never overload Dirty glasses are treated in the same manner as clean glasses Size If you are taking similar drinks to the same table eg
46. Waitron Handbook service Reference Book version 5 aug 2002 doc Page 1 of 105 Updated 29 08 02 wv AITRON TRAINING BOOK No part of this manual may be reproduced or transmitted in any form or by any means electronic or mechanical including photocopying recording or by any information storage and retrieval system without permission in writing from Spur Corporation Manager s Guide to Training Waitrons SPUR STEAK RANCHES TRAINING CENTRES CAPE TOWN DURBAN JOHANNESBURG BLOEMFONTEIN Tel 021 462 1186 031 579 2566 011 807 6538 051 430 7907 Fax 021 462 3726 031 579 2384 011 803 7261 051 430 7907 Waitron Handbook service Reference Book version 5 aug 2002 doc Page 2 of 105 Updated 29 08 02 Contents 1 OVERTE N insna rrini ce nihievedenishioieewceeareioercenpeneciaennis 4 2 TENEN eee TO a T E EO NS 4 Ba pasate erst ar septa weed eerie lance anion a waren AAR 4 Criteria for Waitron Selection Form ssccssssssssssssssssssussssssssssssssssesssussssssussssesssssssesissssessnsssseeeeee 5 POS anng Porod nain A 6 Entrance tests MD CaTION foris reference chECKS a tocssccercecenernrecsnanenannununnancns 6 Induction information nnn nnan nnne 6 Induction check amp information Form crccsscscssssssssssssessessessssssesssssssssssssessssetessestnsnsseieneseeeenseee 7 3 TRAINERS 5 DAY TRAINING GUIDELINE csccccscccccsveccscsccscccssseecccsccsscccessececess 8 Day 1 Welcome Orientation Store
47. Wine beers sodas Always ensure that the glasses are the same size Trainer s notes Demonstrate How to transport place and clear glasses correctly Waitron Handbook service Reference Book version 5 aug 2002 doc Page 25 of 105 Updated 29 08 02 WINE SERVICE Why is wine service so important Q S The procedure as a whole should always be done professionally it shows respect to the guest amp the guest feels important The price of the wine should never influence your level of wine service One should always serve a bottle of Tassies and a 1986 bottle of Nederburg Cab in exactly the same manner It allows the waitron to show off his talents TAKING THE WINE ORDER Q How do you take the order 1 When taking an order it is always polite to take the ladies first Writing it down Where Bottom of docket book Why Will not forget it Read the order back to the guest Enquire as to how many glasses are required Thank the guest for his order NB Spurs do not charge a corkage fee We will cover Taking an Order in further detail later on during this training workshop TRANSPORTING THE WINE GLASSES Before allowing the guest to use a glass it is your responsibility to check the glass for certain things Chips e Fingerprints lipstick stains e Correct glass for the type of drink amp same size Always carry the glass by the stem or ona tray Trainer to demonstrate to the group
48. YS Refer Take Away Delivery Room Service Manual for more information gt If a guest arrives at the Spur to place his order in person ask him to sit down and make him comfortable offer him a drink and start selling gt If a guest orders eg A Spur Burger always offer a sauce and a take away salad Let the guest know we have take away soft drinks eg appletiser gt Alcohol cannot be sold as a take away order gt Call this order on as Take away or To fly and follow up on these orders by calling off as often as possible Keep the guest informed of the progress Trainer to show the group the various take away containers and inform them on how they should be used Refer to Dealing with Incoming telephone calls for more details and practical exercises Waitron Handbook service Reference Book version 5 aug 2002 doc Page 53 of 105 Updated 29 08 02 ANSWERING THE TELEPHONE PHONE IN TAKE AWAY ORDERS Q What are the essential pieces of information that you need to remember to obtain and give when answering the telephone gt Answer the telephone as follows Thank you for calling ___ Spur this is Mary speaking how may I help you gt Take down caller s name and contact number gt Document caller s order including extra information ie preparation questions of burger or steak extra sauces starch choice drinks side salads gt Give an approximate time as to when the order will be ready ie 10 1
49. act No Issued T A menu on To write entrance exam on Manager on Duty Criteria scoring Excellent Good Poor Smile amp Vibe Speak language of guests Answers questions easily Is easy to understand Confident Clean amp hygienic Presentable Needs money for serious issues Lives with in a reasonable traveling distance Read amp write Physically able to perform job ee ee ee ee ee ee es ee ee es ee ee es ee ee ee ee eee ee ee ee Trainable test result will a ae reflect es ee ee ee ee ee Note If 1 or more POOR area is identified the applicant should be rejected Waitron Handbook service Reference Book version 5 aug 2002 doc Page 6 of 105 Updated 29 08 02 APPLICATION amp TRAINING PERIODS Management should ensure that they only train new waitrons once a month e g applicants should write entrance tests from the 25 to the 9 of each month as the training takes place from the 10 to the 24 of each month in your store Scheduling training in this manner will ensure that training mangers only spend 4 shifts a month training vs training a number of people individually thus repeating the same process continually resulting in substandard training due to managers time available to dedicate to training ENTRANCE TESTS APPLICATION FORMS REFERENCE CHECKS On the day the applicant passes their entrance test they should fill ina Job application form found on the
50. ad It s only R__ please help yourself folks gt Never give up just because someone says no to your suggestion of Devils fork doesn t mean you should give up trying gt Remember the more you sell the more you earn Service is Suggestive Selling gt Always offer sauces even for ribs and chicken gt Ribs dipped into Monkey Gland is a winner as is Peri Peri with Ranch Chicken gt When a guest orders coffee remember to offer a choice of either Irish or Kahula coffee or a side order of liqueur from the bar eg Port Cape Velvet etc gt Suggest sparkling wine champagne to anyone celebrating anything gt Recommend My personal favourite or My previous guest enjoyed gt Always only recommend 2 3 items more is confusing You should always be on the lookout for sales opportunities eg sauces with ribs Port with coffee double tots instead of singles gt Empty beer soda or wine bottles signal an opportunity to sell gt When greeting guests tell them to save room for desserts they re delicious gt When greeting before guests have had a chance to read the menu and make up their minds recommend the daily line fish and other special items and let them know what s unavailable as well as alternatives gt When delivering food recommend topping up drinks more wine etc gt When clearing tables recommend desserts special coffees liqueurs etc gt Always keep selling if guests have had enough and sit chattin
51. ainee Manager Date 1 Checking the glasses at the bar Were the glasses checked for chips fingerprints lipstick stains Were the wine glasses the correct size Notes 2 Transporting the glasses Were they transported on a tray Were the glasses held by the stems or base Were the ladies presented with glasses 15 gents 2 host last Were they placed on the right hand side of the guest above the top of the placemat Notes O Yes O O Yes O Yes Yes Yes Yes 0000 0000 3 Was wine bottle transported correctly cradled in the arm label displayed Notes 4 Was the wine bottle presented Name of wine stated as it was presented to the guest Was presented with in the guest s reach to the person who ordered the wine Label facing the guest Was it sealed Was it the correct temperature Notes 5 Opening and wiping the bottle neck Was the waitron s friend used correctly Was the bottle held correctly during the opening process Was the bottle wiped correctly Notes 7 Pouring the wine Was the bottle lifted off the rim of the glass Was the bottle twisted after they finished pouring Was a taster poured for the host did the waiter wait for approval Did ladies receive 1 gents 2 hosts glass topped up last Was the correct amount poured in each glass Notes 8 Was the bottle of wine placed in an ice bucket in reaching distance of the guest Notes 9 Was the ice bucket bowl of ice
52. alled correctly O Yes No Notes 11 Did the waitron go back to the grill section and tex mex O Yes No section to call off before the food was ready to serve Notes 12 Before the food was served to the guests did the waitron O Yes No check to ensure that the food quality was of a high standard Notes 13 Did the waitron ensure that he had delivered all sauces amp sides orders O Yes No Notes Waitron Handbook service Reference Book version 5 aug 2002 doc Page 83 of 105 Updated 29 08 02 CALLING ON AND OFF CHECKLIST GENERIC Trainee Manager Date 1 N 10 11 12 13 Did the waitron organize his her thoughts before calling the order on Notes Did the waitron ask permission from the section person if they could call Notes Did the waitron call in the following manner I have off nothing followed By going on Notes Did the waitron go back within 2 minutes to call off I have coming off Notes oe Were starters called before mains I have coming off estes Were the orders nailed at the correct SECTIE Notes When the food was ready did the waitron check To ensure that the quality of the food was up to standard Notes Did the waitron ensure that he she had given the guest the correct time lapse between their starters and main course Notes Did the waitron ask permission from the griller if they may call Notes Did the waitron call in the following manne
53. als or sauces let guests know that you will be back They do not know that you have a great memory or that you are organized E g Ma am your cheeseburger amp the skewer of mushrooms are on the way Q What should you always do before leaving the table Always check that everyone s order has been correctly delivered Indicate the availability of both the salad dressing and BBQ sauce at no charge Check that the ashtray is clean Enquire if you could bring another round of drinks Remember to serve the side orders eg sauces chips etc Deliver the sauces with the meal or straight after delivering the meal Do not take hot sauces to the guest first and then make him her wait for the meal ee a a Q What is always served with bones food eaten with your hands gt Wet wipes and plates for bones finger bowls served on request gt Examples ribs t bones wings chicken and Fajitas PRACTICAL EXERCISES ROLE PLAY Once this first step has been completed the group needs to practice their newly learnt skills It is imperative that you the trainer allow the candidates to put their theory into practice Please refer to your Role Play Scene Setters at the end this reference book This will assist you in successfully completing the role play on Delivering the food At the back of the candidate s workbook are feedback sheets which they need to fill out during the role play NOTE Do not forget to give feedback at the end of
54. andidates on how to serve wine correctly they need to learn by doing Throughout this training session you should be demonstrating each step The candidates should be demonstrating with you Therefore prior to the training session each candidate should be informed to bring an empty wine bottle cork and waitrons friend to practice their newly learnt skill In this way you the trainer will be able to see that the group is learning Once the training session is complete the group needs to practice in the form of a role play Please refer to your Role Play Scene Setters on pages 94 96 of this reference book This will assist you in successfully completing the role play on Wine Service At the back of the candidate s workbook are feedback sheets which they need to fill out during the role play NOTE DO NOT FORGET TO GIVE FEEDBACK AT THE END OF THE ROLE PLAYS IT IS IMPORTANT THAT YOU INSTILL GOOD HABITS INTO THE CANDIDATES AND THAT THEIR MISTAKES ARE RECTIFIED A S A P Waitron Handbook service Reference Book version 5 aug 2002 doc Page 31 of 105 Updated 29 08 02 SERVING OTHER DRINKS WHAT IS OPENING CANS TINS POURING BEERS gt All cans and tins are to be opened at the table in front of the guest This reassures the guest that we are selling them fresh products gt Always ask permission to pour beer If granted pour half and place the bottle on the table label facing the guest next to the glass This a
55. as well If you are enthusiastic you will always end up with great guests It s because you made them that way Waitron Handbook service Reference Book version 5 aug 2002 doc Page 94 of 105 Updated 29 08 02 The sum total of the personality of our service team is the personality of our business So please make your contribution to our personality a friendly and enthusiastic one Remember though that vibe is no substitute for excellent service Both go hand in hand 7 Product Knowledge You will need to have a full understanding of your Spur menu kiddies menu non menu items wine list and breakfast menu in absolute detail The size taste texture recipe price and variations possible to menu items are crucial to your effectiveness as a sales person In addition to the basic facts of the menu you should also be able to describe each dish or beverage in an exciting way which will make your guest want to order and eat the product you are describing By describing the dish you are painting a mental picture for the consumer In their mind they can see feel taste and touch this juicy sizzling rump steak smothered in a creamy mushroom sauce which you have just described to them You are not only selling the extra trimmings you are also creating an unforgettable dining experience for them while they are visiting the Spur Work out descriptions for each item on the menu considering the unique selling point of each item Use descripti
56. ately Apologize for the inconvenience and automatically provide him her with a menu Ask the guest to make an alternative choice While he is making that decision you may give him advise on a suitable replacement Always remember that the guest must be in control of his her choice never ever force them to choose your suggested item If you happen to take the drinks order and then discover that the item is out of stock look to see what the best alternative could be eg Nederburg Stein is unavailable then the next best choice would be Grunberger Stein Take this alternative to the table immediately Instead of asking the guest to select a different item present him her with your choice and explain to the guest that their first choice was out of stock Apologize for the inconvenience and ask the guest if he she is happy with the replacement The guest should be happy that you used your initiative and saved them time Ensure that you always take the alternative beverage to the table unopened just in case they are not happy with the replacement item SPECIALS PROMOTIONS AND PRICES Our Marketing Department organizes specials promotions on a regular basis These promotions are advertised on national television and on radio stations Many of our guests visit our stores due to these advertising campaigns and the promises we have made to them through these adverts It is your duty and responsibility to promote these specials and inform our gue
57. becomes available they can be moved gt Never force guests to sit where they are uncomfortable as it will be a bad start to their dining experience gt When seating guests we want to ensure that they are as comfortable as possible so they will enjoy their evening and return to our store in future Therefore never try and squeeze five people into a four seater talk to them gt If there is a baby in the party always offer the guests a baby chair Remember to position the chair in a safe area and not in a walkway Always attempt to position another chair under the seat gt When seating guests that have pre booked ensure that all their requests have been successfully dealt with If not inform the manager immediately and ensure the problem is rectified HANDING OVER MENUS AND THE WINE LIST gt Do not put the menus ina pile on the table Hand each menu out individually ensure that the menu is the right side up with the Spur logo facing the guest Whenever possible hand the menu to the guest from the right hand side gt Children should always be handed their menus first next the ladies in the party then the gentlemen and finally the host who also gets the wine list You could pose a question to the entire table Who would like to see the wine list The person who takes it from you will most probably be the host Waitron Handbook service Reference Book version 5 aug 2002 doc Page 19 of 105 Updated 29 08 02 THE FOLLOWIN
58. ce Book version 5 aug 2002 doc Page 15 of 105 Updated 29 08 02 GREETING AT THE DOOR THE FIRST THING THAT YOU WANT TO CREATE IS A GOOD FIRST IMPRESSION GQ What is the result of a good first impression A good first impression causes the guest has a positive relaxed attitude towards the store its staff because he was treated in a professional amp friendly manner He wants to utilize your business because it looks clean hygienic amp organised First impressions are lasting so it is vitally important that we give our potential guests an excellent impression Q How can you create this initial impression Concentrate on your verbal communication skills and your body language These are the first things your guests will see amp experience therefore ensure they are positive Always open the door for the guests If this is not applicable in your store then approach the guest by moving towards them You are the host in every situation so smile welcome them amp help them Guests entering the store must be acknowledged within 5 seconds and be attended to within 15 seconds Q What is the difference between acknowledging and attending to a guest When you acknowledge a guest you either nod amp smile at them or give them eye contact and inform them that they will be attended too Even though we haven t served them or seated them the guest is aware that we have seen them and through the acknowledgement they will unders
59. diet includes eggs gt Vegan eliminates all meat poultry fish eggs and diary gt Zen macrobiotic diet a strict diet originating in Asia consists of several stages of food restrictions The last stage consists principally of brown rice MUSLIM DIET Terms HALAAL Lawful and permissible can be used HARAAM Unlawful and impermissible abstain from it totally forbidden If any product has one of the following ingredients then it will be Haraam to consume or use gt Alcohol or liquor gt Animal gelatin Gelatin is a protein found in animal skin and bones It is extracted by boiling animal hides skin bones and tissue gt Animal fats or rennet Rennet is sourced from the stomach of a slaughtered newly born calf which is used to manufacture certain cheeses W FOLLOWING FOODS ARE PERMISSIBLE FOR MUSLIMS HALAAL FOODS gt Fish gt All types of poultry partridges pigeons etc gt Goats sheep cattle camel and all types of buck and buffalo gt Rabbits A Muslim according to Islamic rules must slaughter the above otherwise their meat will be considered Haraam Fish does not have to be slaughtered Waitron Handbook service Reference Book version 5 aug 2002 doc Page 97 of 105 Updated 29 08 02 U U U t ee 4Ugg S UNLAWFUL HARAAM FOODS All carnivorous animals and birds eg lions tigers vultures eagles Halaal animals which have died due to natural causes killed by a wild anima
60. dy to order politely O Yes O No Notes 2 Did the waitron offer to take the ladies order first O Yes O No Notes 3 Did the waitron deal with 1 guest at a time O Yes O No If possible did waitron move around the table as he she was speaking to each guest OF Yes O No Notes 4 Were the all orders written down O Yes O No Notes 5 Were the correct specific questions asked about the various meals O Yes O No Sauces were offered with steaks O Yes O No Notes 6 Was the order repeated back to each of the guests O Yes O No While repeating orders waitron checked if it was for a starter or main O Yes O No Notes 7 Did the waitron enquire about a time lapse between starters amp mains O Yes O No Notes 8 Was the guest thanked for the order O Yes O No Notes 9 Did the waitron ask if the kiddies were going to eat with O Yes O No parents or did they want their food with the starter order Notes 10 Were the menus removed from the table O Yes O No Notes 11 The docket pad O Yes O No Starters were separated from mains on docket book O Yes O No Page is organised O Yes O No Writing is legible O Yes O No Abbreviations make sense O Yes O No Time is recorded O Yes O No Notes Notes Notes Note Attach docket page to this check sheet as proof part of test process Waitron Handbook service Reference Book version 5 aug 2002 doc Page 81 of 105 Updated 29 08 02 CALLING ON AND OFF ROLE PLAY 1 2 3
61. elf and explain your previous relevant experience Allow the group to introduce themselves Using a method of introduction of your choice eg regular or interview method Advise the group of the following HOUSEKEEPING RULES Course duration Breaks how often and when Workbooks Handbooks how they should be used and inform them that it is to their benefit that they take notes Where to locate the toilets Explain the refreshments and meal arrangements No cellular phones or smoking are permitted during the sessions Their participation is welcomed They should ask questions for clarification They should indicate if there is anything that they do not understand They will be carrying out role plays after each section has been covered NOTE GO THROUGH THE COURSE AGENDA WITH THE GROUP AND EXPLAIN THE OBJECTIVES TO THE CANDIDATES Waitron Handbook service Reference Book version 5 aug 2002 doc Page 14 of 105 Updated 29 08 02 OBJECTIVES Once you have completed this training course you will be able to practice THE 10 STEPS OF SERVICE as you will gt Understand the importance of creating an initial good first impression and how that first impression carries through your entire service procedure gt Identify guest s needs and requirements gt Check for bookings gt Greet and seat your guests as well as assist with their bags and coats gt Escort guests to a suitable waiting area gt Present menus and
62. er first Yes O No Notes 3 Were the orders written down Yes O No Notes 4 Were specific questions asked about the various meals Yes O No Notes 5 Was the order repeated back to the guest Yes O No Notes 6 Was the guest thanked for the order Yes O No Notes 7 Were clean cutlery settings placed on the table Yes O No Notes 8 Were the tea and coffee settings place down Yes O No correctly in front of the guests Notes 9 Were desserts announced on delivery amp placed correctly on the table Yes O No Notes 10 Were coffee refills offered until the bill was requested Yes O No Notes 11 Was the table cleared continuously Yes O No Notes 12 Were the ashtrays changed continuously Yes O No Notes Waitron Handbook service Reference Book version 5 aug 2002 doc Page 88 of 105 Updated 29 08 02 GUEST COMPLAINTS ROLE PLAY Listen ask questions to establish the exact cause of the complaint Do not interrupt Do not argue or offer excuses Apologize Thank the guest sincerely If a food problem pick up and remove the plate Ask how to rectify problem amp suggest suitable alternatives Do it right away Inform a manager of the problem Make sure the problem is rectified e Always serve the table as normal make sure there are no more problems e Never mention the problem again WMNATRWNHE COMPLAINT SITUATION DESCRIPTION WALITRON gt The waitron is to be briefed What has been served
63. es Please explain to trainees that they are NOT to use this Jargon with the guests Yellow In the hand Vibe Spinning Picking up tables To fly Swing Queue Back queue Food off A slice of cheddar cheese melted onto a burger ie Cheeseburger A burger with no chips onions or baked potato Atmosphere Your duties have taken over your strategic work plan Everything is happening at once and you are unable to control the situation you are in trouble Serving a table that is not in your bay ie helping out a fellow waitron who is spinning Take away order A Panarottis term swinging an order taking food to table Queue is where the guests wait for a table A manager will control the flow of the queue and possibly show them to the bar area to wait A manager controlling the back queue is the person recording the guests details down on the queue list as well as talking to the quests while they wait for a table Your food that you have called on in a section is ready to go to the table OTHER EXAMPLES IN YOUR STORE Waitron Handbook service Reference Book version 5 aug 2002 doc Page 41 of 105 Updated 29 08 02 CALLING ON AND OFF Spur uses a verbal system for placing and collecting orders from the various kitchen sections Can I call ensures the griller is listening before you start speaking gt Off nothing notifies the griller that you have no orders on the grill gt
64. ey can step in and help A good waitron always asks for assistance when needed gt Even when not on duty before and after shifts if in uniform be prepared to help Guests do not know nor care that you re not officially on duty gt Always try to spend an equal amount of time at all your tables Too much time with one table may lead to others feeling that they ve been ignored gt When walking around the restaurant especially when carrying plates or glasses or when approaching others warn them of your presence by saying Behind You ina clear tone gt Always keep the shop neat and tidy gt Be particularly diligent at shift handover Help make this smooth and keep your standard of service throughout the shift gt A good waitron uses his her head as well as legs Don t stand around there is always something to do gt Don t lie to guests and management If unsure of the answer to a question ask and return with the correct information No one has all the correct answers gt Wear your uniform with pride and remember you are part of a big family steak house chain that is a leader in South Africa Waitron Handbook service Reference Book version 5 aug 2002 doc Page 66 of 105 Updated 29 08 02 TEST YOURSELF No guest should wait longer than gt 5 minutes for an order from the making section gt 10 minutes for an order from the pizza calamari section gt 10 minutes for an order from the grill except burgers quicker
65. g they may feel like something else later DIETS AND DIET RESTRICTIONS Note This info is explained in detail in section 8 of this manual As a Spur waitron it is imperative that you are aware of your menu items not just to sell and to make money but to be able to provide your guests with vital information which could be a life or death situation It is your responsibility as a professional Spur waitron to know every single product and its ingredient content so when a guest inquires about certain products you will be able to assist him and understand the various diets and dietary restrictions that he might have Waitron Handbook service Reference Book version 5 aug 2002 doc Page 96 of 105 Updated 29 08 02 VEGETARIAN DIETS Originally the most common reason worldwide for adopting a vegetarian diet was the availability of certain foods In many parts of the world plants are abundant whereas animal foods are scarce and expensive These days people choose a vegetarian diet for a few reasons gt They believe a vegetarian diet is more healthful gt Their religious or ethical beliefs include such a diet gt They are allergic to certain protein items Levels of Vegetarianism A vegetarian diet eliminates one or more of these animal food groups meat poultry fish eggs milk gt Lacto ovo vegetarian diet includes dairy products and eggs gt Lacto vegetarian diet includes dairy products gt QOvo vegetarian
66. ght will begin to glow Remember to check the plug and wiring of the machine to ensure they are in safe working order If they are bent or damaged in any way it must be reported to the manager on duty immediately Place one clean filter paper into the filter holder and empty one packet of coffee powder into the holder Ensure that the holder has been correctly re placed in the machine Wait for the green light ready to glow Pour one jug full water into the machine allow the pre boiled water to run through the filter holder and into the urn before removing any coffee If the machine has not been emptied from the previous day it is essential to rinse the urn out with boiling water before use Failure to do this will result in a bitter flavour in the coffee PRACTICAL EXERCISES DEMONSTRATIONS AND ROLE PLAYS While you are training each section in this step of service you need to demonstrate while lecturing Once you have finished demonstrating the new skill the candidates must be given the opportunity to practice the task ie cleaning ashtrays and clearing plates Waitron Handbook service Reference Book version 5 aug 2002 doc Page 57 of 105 Updated 29 08 02 DESSERT AND COFFEE ORDERS TRAINERS EQUIPMENT Coffee Cups Saucers Teaspoons Sugar Sweetener Milk Jug Water Pot Tray and Teapot Dessert amp kiddies menus docket books parfe glasses side plates serviettes soda spoons waffle plates rolled cutlery
67. guest Were plates placed correctly on the table Did they remember who ordered what Did they tell the guest what still to be delivered Notes 4 Did they warn the guest about the temperature of hot plates food Notes 5 Did the waitron check on Ashtrays replaced Were more drinks of fered Empty glasses removed Notes 6 Were the salad dressing and BBQ sauce pointed out Notes 7 Were the side orders delivered before or after the food Notes 8 Were wet wipes plates and fingerbowls delivered to the table Notes After Sales Service 9 Did the waitron approach the table and enquire on the meal Was the timing correct Notes 10 Did the waitron ask direct questions e g Sir are you enjoying your T bone Notes 11 Did they offer more sauce or chips to guests that needed more Notes 12 Did they ask permission to clear the plates Did they clear the plates correctly no stacking on the table or scraping Did they clear every thing off the table that could be cleared Notes 13 Did they wipe the table down Notes 14 Did they pick the food up off the floor with a serviette Notes O 00 0 000 0 d O d O Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes 000 0 d O d O No O Before O After O Yes O No Yes Yes Yes Yes Yes Yes Yes Yes Yes Waitron Handbook service Reference Book version 5 aug 2002 doc Page 86 of 105 Updated 2
68. h complaints in a calm and professional manner If guests do not complain we cannot rectify problems that could be affecting the growth of our business Your guest obviously thinks you are approachable and are in a position to help them They trust you to make things right They also like you and want to return Q Guests feel embarrassed to complain what signs should we look out for to try and notice an unhappy guest Unfinished plates of food People who play with their food rather than tucking in Facial expressions People smelling or inspecting food Guests that are not giving you a vibe Guests who abruptly ask for the bill Guests looking around they could also be wanting you for something else Awkward body language TZE i E a a ae a a If we don t look out for these signs these are the guests who will probably never come back It is therefore very important to recognize unhappy guests and inform management Simply by paying these guests some extra attention the managers should be able to ensure that they return A good waitron should be able to spot unhappy guests without them having to complain Always try to anticipate your quest s needs IF GUESTS DO COMPLAIN THESE 10 STEPS MUST BE FOLLOWED Listen ask relevant questions to gain clarification if necessary Do not interrupt Do not argue excuses Apologize NB Thank the guest sincerely NB Food problem pick up and remove the plate Ask how to rect
69. he suggestion suitable Notes Notes 7 Was the waitron Audible good volume speak clearly Polite says please amp thank you continuously addresses guests correctly Positive body language open up straight smile good eye contact Notes Notes Notes Notes O Yes O Yes O Yes O Yes O Yes 000 0 No No Waitron Handbook service Reference Book version 5 aug 2002 doc Page 77 of 105 Updated 29 08 02 FIRST DRINKS AND WINE SERVICE ROLE PLAY S Ugg U Checking of glasses Transporting glasses amp the bottle of wine Placing glasses Presenting the bottle Opening the bottle wiping the neck Pouring the wine Once finished pouring placing the wine close to the host Topping up during service Presenting the ice bucket or a bowl of ice WINE SERVICE SITUATION DESCRIPTION GUESTS Has previously ordered nibblers amp soft drinks these have been served Guest orders a bottle of Nederburg Rose or Nederburg Cabernet Guests ask for e g 3 wine glasses Guest requests a bowl of ice Accepts the practice bottle that is presented is not difficult WAITRON Enquires if the guests would like to order wine Enquires number of glasses amp the size of the bottle Writes amp repeats the order removes wine list from the table Waitron Handbook service Reference Book version 5 aug 2002 doc Page 78 of 105 Updated 29 08 02 FIRST DRINKS AND WINE SERVICE CHECKLIST Tr
70. hen only dealt with when applicable ie seating guests open a wine bottle etc It is an ongoing process that must be continuously practiced from the minute the guest enters the restaurant to the minute the guest exists the restaurant The following points are extra services you must provide your guest throughout their dining experience CHECKING ON THE MEAL When Having delivered the meal after no more than about three minutes 2 bites go back to your table and enquire how the meal is going Your approach should be proper and professional What to say Direct your enquiry at somebody First catch their attention politely by saying for example pardon me folks catch somebody s eye and then ask them gt Are you enjoying that Rump sir gt Are you enjoying your Calamari sir gt How are you finding the spicy wings mam Waitron Handbook service Reference Book version 5 aug 2002 doc Page 50 of 105 Updated 29 08 02 What not to say Asking Is everything alright or OK is not acceptable at all Our food service and ambience are excellent not OK or alright Besides this the questions has no direction and is open to many differing answers Q What if a guest just took a bite Try not to make your enquiry when guests have their mouths full If this is the case you can simply make eye contact raise your eyebrows and give them a thumbs up signal You ll be able to tell if all is in order and can
71. herefore our room temperature and overseas room temperature is completely different Therefore guests may require an ice bucket for their red wine or they may request a bowl of ice OPENING THE BOTTLE It is Spur spec to open a wine bottle using a waitron s friend Use opener to show parts There are 3 parts gt Knife gt Screw gt Lever Q Where in the restaurant do you open the bottle of wine gt Onan unoccupied table insight of the table and host OR gt Right in front of table balancing the bottle on your thigh Waitron Handbook service Reference Book version 5 aug 2002 doc Page 27 of 105 Updated 29 08 02 Q Where on the bottle should you open it gt Cut the lead seal cleanly and neatly Demonstrate procedure to trainees v Red Below the collar v White Above or below the collar gt Never use a steak knife to cut the lead seal gt Wipe the top of the cork with a clean cloth to remove dirt and sediment before opening gt Center your corkscrew so the cork can be drawn out firmly but evenly Place the lever on the neck of the bottle gt Holding the bottle firmly turn the corkscrew into the cork in a clockwise direction just before the bottom of the cork 1 4 twirls of the screw should still be showing above the cork This prevents the screw from breaking the bottom of the cork It also allows the lever to fit comfortably on the neck of the bottle gt Hold the lever in place using the side of you
72. his by selling NOTE THIS SECTION IS DISCUSSED IN DETAIL IN SECTION 9 OF THIS MANUAL THERE ARE 4 KEYS TO BEING A PROFESSIONAL SALES PERSON 8 Introduce yourself attitude Have a friendly introduction 8 Smile All the time amp Enthusiasm In your voice amp expression 8 Product knowledge You will sound amp look professional you can t sell something you know nothing about SOME TIPS FOR SELLING gt Ask direct questions to establish what your guests want eg amp How hungry gt Feel like meat fish or Mexican this evening In for dessert These are certain questions that will help you to work out what to recommend gt Offer specific items eg How about an ice cold Castle is better than anything to drinks folks Waitron Handbook service Reference Book version 5 aug 2002 doc Page 37 of 105 Updated 29 08 02 gt Offer a choice of items giving them a choice rather than a chance to say no eg We have T ee g g delicious home baked desserts which would you prefer the brownies or apple pie Nod your head up and down when suggesting items this encourages guests to say yes Thank guests for their order saying that they ve made a good choice Recommend items to share eg desserts salads Recommend items to go with Eg mushroom skewer with the main meal Snails as a starter before your main course rump sir Graca to go with your meal Offer desserts
73. hout saying excuse me gt Hold a bottle by its neck gt Put your fingers into the bowl of the glass Waitron Handbook service Reference Book version 5 aug 2002 doc Page 29 of 105 Updated 29 08 02 Q Once you have finished pouring the wine where would you place the bottle gt The red wine bottle is placed on the right hand side of the host s wine glass label facing him her gt The white wine bottle is placed in the ice bucket which is placed next to the host or in easy reaching distance for the host and waitron gt Serviettes are to be placed in front of the ice bucket to enable the host to wipe down off the moisture on the bottle Why do you top up wine glasses during service gt It leaves you with an empty bottle and thus you can sell them another bottle which will increase your guest s average spend gt It is a form of after sales service You must maintain that high level of consistent service throughout their meal You will earn a better tip THE SECOND BOTTLE OF WINE How do you ask your guest if they want another bottle of wine Sir Mam your wine has come to an end would you like me to bring you a new bottle or would you like to choose a different bottle Pause In that case I can bring you the wine list What procedures are carried out with a new bottle of the same label gt Anew tasting glass must be presented to the host gt Always ask the table if they would like new f
74. ies gt The problem is not with the body s immune system but rather with its metabolism The body cannot digest the offending food due to a chemical deficiency eg milk and milk products lactose intolerant WARNING For people with food allergies the simple pleasure of eating can turn into an uncomfortable and sometimes even dangerous situation For some food allergies cause only hives or an upset stomach for others one bite of the wrong food can lead to serious illness or even death Food intolerance may produce symptoms similar to food allergies eg stomach cramps But while people with true food allergies must avoid offending foods altogether people with food intolerance can often eat some of the offending food without suffering symptoms The amount that may be eaten before symptoms appear is usually very small and varies with each individual FOOD ADDITIVES All these additives are prone to cause food allergies ASPARTAME Sweetener MSG MONOSODIUMGLUTAMATE Flavour enhancer SULFITE Antioxidant to prevent or reduce discoloration of light coloured fruits and vegetables eg dried apples and potatoes Also used to inhibit the growth of microorganisms in fermented foods eg wine gt FD amp C YELLOW NO 5 Commonly known as tartrazine Waitron Handbook service Reference Book version 5 aug 2002 doc Page 100 of 105 Updated 29 08 02 LIFE THREATENING REACTIONS The greatest danger in food allergy comes from ana
75. ift Date __Times starti___to Final test amp 1 table Date __Timesistart __to Post training information SSS d S o Uniform requirements amp deposits Ro Pay structure d S o Contributions Rt Shift distribution o d S o Meals o d S o Contracts Offer of employment amp Acceptance of employment to be signed Manager signature I have explained the above info in detail to the applicant Applicant signature The above info has been explained to me in detail I understand all the info contained here in amp I agree to abide by this process Date Waitron Handbook service Reference Book version 5 aug 2002 doc Page 8 of 105 Updated 29 08 02 3 TRAINERS 5 DAY TRAINING GUIDELINE DAY 1 WELCOME ORIENTATION STORE RULES amp REGULATIONS U TIME TO DATE Complete personal details form Issue trainee s waitron handbook sign for document amp hand in deposit Read through training agenda with the trainee confirm dates amp times start amp end for each day of training Read through discuss and explain the trainee s objectives and job description Read through the welcoming and background information Read through the store overview and fill in your stores necessary information Discuss general rules with the trainee ie hours of work and shift allocations Explain the waitron training uniform the uniform that is to be worn after training as well as the apron content required on each sh
76. ift Explain the deposit procedure Conduct orientation tour introduce trainee to waitrons staff and management Remind them of their manners amp behaviors before conducting tour all those things that irritate you amp general behaviors demanded in store Allow the trainee some time to sketch the store table and sections layout Discuss all safety amp security issues amp demonstrate any necessary procedures Hand out the copies of the menu breakdown including a copy of the menu kiddies menu breakfast menu if applicable wine list amp any other menus you may utilize Inform trainees of the following e They are to take the menu breakdown amp study it off by heart at home 3 days should be sufficient e They are to fill in the menu breakdown in the handbook as a self test amp learn the study aid info therein before attending the Menu workshop e They may come into the store during this study period to look at products in the sections study the Product amp Presentation manual pictures or ask general questions if they need to do so e They will attend a 1 day product workshop with yourself so you can check that they understand everything amp answer any questions that they may have regarding the menu before they write the test e They will then write a full menu test in order to stay in the training programme They will have to achieve 70 for the test if they would like to stay in the training programme 90
77. ify problem Do it right away Inform a manager of the problem immediately 10 Make sure the problem is rectified e Carry on serving the table as normal e Don t keep on mentioning the problem WMONATAWNE NOTE When listening to the complaint never interrupt The guest needs to let off steam Never disagree with them Arguing only makes matters worse and an argument with a guest has never been won Apologize thereby recognizing any inconvenience caused Waitron Handbook service Reference Book version 5 aug 2002 doc Page 60 of 105 Updated 29 08 02 gt Thank the guest It is necessary to thank them for bringing the complaint to your attention and for you to promise that you ll rectify the situation and stop others having the same complaint It is necessary to advise management of any complaints immediately gt Question the guest You need the information in order to take action and by acting rationally the guest will calm down Recommend the same meal again or preferably something in the same line and ensure the guest that replacing his meal will only take a few minutes GENERAL gt It is not good enough that guests enjoy their meal and visit your store We rely on repeat business and regular guests becoming friends Especially with complaining guests you must ask yourself the question Will they happily return to my Spur Only if the answer is a definite yes have you really dealt with the complaint gt Deal wi
78. inform the guests of specials unavailability s amp alternatives prices wines and nibblers on your first visit to the table gt Advise guests on menu choices to meet their needs gt Understand why the initial drink is so important gt Have a full understanding of the effect your wine service has on your guests Take the wine and food orders correctly gt Give accurate information on individual wines and dishes gt Successfully transport present open and pour the wine according to traditional wine service etiquette gt Transport glasses correctly as well as serve other drinks gt Become familiar with Spur jargon as well as our calling on and off system gt Recognize the difference between your responsibilities and the setter s responsibilities gt Carry 3 plates correctly and place dishes correctly in front of your guest gt Understand the meaning and importance of After Sales Service gt Recommend desserts and coffees to your guest and know the correct way in which we present coffee and tea to our guests gt Successfully deal with unexpected situations according to Spur s organizational requirements e Booking errors e Difficult guests and complaints gt Understanding the importance of the correct timing and presentation of a bill NOTE YOU WILL LEARN TO CARRY OUT ALL WORK IN AN ORGANIZED AND EFFICIENT MANNER ACCORDING TO SPUR CORPORATION ORGANIZATIONAL REQUIREMENTS Waitron Handbook service Referen
79. is the final pass mark Confirm time amp date for Menu workshop training day Note This Session will take approximately 3 to 4 hours taking a break every hour for 10 minutes Waitron Handbook service Reference Book version 5 aug 2002 doc Page 9 of 105 Updated 29 08 02 DAY 2 MENU WORKSHOP TIME TO DATE gt Recap on Day 1 training gt Recap on the menu breakdown that has been studied by asking directive questions E g What would you ask a customer if he orders a garlic roll gt During the recap the following QUESTIONS should be asked about each menu item e What questions will you ask the guest e What will the guest receive on the plate e What is the grams or size of the portion e What is to be served to the table in addition to the meal wet wipes bone plate tomato sauce mint sauce a free steak sauce e What are common alterations requested by guests e g No beans on the Enchilada wants chips instead Cheddamel t Steak wants Fillet e Is the dish suitable for Halaal Kosher or Vegetarian guests e What cutlery is served with the meal e Should a sauce be offered sold with the meal e Time period to prep item especially products that take a long time Catch of the day gt Demonstrations to be conducted during the Menu recap session e Show the plate glass the item is served in show other items that will be used for the presentation of the item skewers sauce bowls serviettes straw
80. k version 5 aug 2002 doc Page 12 of 105 Updated 29 08 02 4 U YY ft e If the guest objects to the trainee being there they will say so e The guest will help the trainee and give them many insider tips as to how he would like to be served e The guest will ask where the trainee is if the waitron arrives at the table without the trainee Shadow to write down all orders at the table amp compare to Snr s docket book Snr is to write their own orders down at the table Snr to demonstrate Point of Sale system to Shadow amp allow Shadow to process all orders on the computer under supervision Shadow to call on amp off under Snr s supervision Shadow may assist Snr while delivering or clearing items from tables Snr is to demonstrate all payment procedures credit card machine vouchers etc Snr is to explain Buddies Club amp birthday procedures Snr to constantly explain to Shadow what they are doing amp why they are doing it It is imperative to select Snr Waitrons who have good communication skills amp patience At the end of the shift the Snr is to demonstrate how to complete the closing duties How to order a staff meal How to present cash cheques credit cards to the closing manager Note Ensure the trainee learns during the shadow shift Note Trainee is to close the store on this shift amp is to serve all waitrons amp managers meals for practice purposes DAY 7 FINAL TESTS amp FIRST TABLE TIME
81. l fallen or slaughtered by a non Muslim Flesh that has been sacrificed for some god or goddess All forms of najasat impurities Drugs intoxicants Donkeys monkeys elephants Food containing Haraam items to be avoided at all times eg fish prepared with wine cakes and ice cream containing any alcohol or liquor Contamination of Halaal items with Haraam items will render it Haraam IMPORTANT POINTS TO REMEMBER Pork and pork products are totally forbidden Microbial of plant origin rennet is permissible for dairy products like cheese and margarine Separate utensils should be used for Muslims Imported chickens and meat is not allowed KASHRUT JEWISH DIETARY LAWS Kashrut is the body of the Jewish law dealing with what foods Jews can and cannot eat and how these foods must be prepared and eaten Kashrut or commonly known as kosher means fit proper correct There is no such thing as kosher style food Kosher is not a style of cooking Jewish foods eg knishes bagels blintzes and matzah are not automatically kosher only if they are prepared according to Jewish law are they kosher Therefore if a restaurant serves kosher style foods they will only serve traditional Jewish foods Food that is not kosher is commonly referred to as treyf animals that have been torn by other animals Many of the laws of Kashrut have no known medical or health reason These laws are obeyed because the Toray says so
82. les representative for your Spur Steak Ranch The section on suggestive selling should give you enough information to carry out this role to the full Remember that we did not employ you simply to take orders You must find out what your guests want and use your selling skills to recommend appropriate items from the menu This is not only a great vibe but also increases the amount of money that you earn Waitron Handbook service Reference Book version 5 aug 2002 doc Page 67 of 105 5 EXAMPLES EXAMPLE 1 2 X SPUR BURGERS 1X SURF n TURF 1X MUSH SAUCE 1 X RANCH CHICKEN 1 X CHEDDAMELT BURGER 1X GIANT T BONE W 1 X PEPPER SAUCE 1X CALAMARI STARTER EXAMPLE 2 1 X KIDDIES RIBS 1 X KIDDIES NUGGETS 1X KIDDIES PIZZA 2 X STARTER CALAMARI RICE 1 X GARLIC ROLL CHEESE 1X LADIES RIBS 2 X LADIES RUMP M W 1 X MUSH SAUCE 1 X PEPPER SAUCE 1X T BONE W EXAMPLE 3 1X ST EAK n ENCHILADA W HOT 1 X MIXED GRILL M 1 X GRILLED CHICKEN BURGER CHEESE SAUCE 1X GOODIE BURGER 1 X CHICKEN n RIB COMBO 1 X BERMUDA TREAT EXAMPLE 4 1 X CHEESE QUESADILLA HOT 1 X CRUMBED MUSHROOMS 1 X FULL WINGS PLAIN 1 X CHEDDAMELT BEEF SCHNITZEL 1 X CLUB RUMP R BAKED POTATO WITH SOUR CREAM 1X MONKEY GLAND SAUCE 1X NACHOS MEXICANA HOT EXAMPLE5 1X GARLIC SNAILS WITH CHEESE SAUCE 3 X GARLIC ROLL CHEESE 1X KIDDIES RIBS 1 X CHICKEN FAJITA PLAIN 1X SLIMMERS STEAK W no fat 1X CHEESE SAUCE 1X SPUR
83. ling if guests have had enough and sit chatting they may feel like something else later Waitron Handbook service Reference Book version 5 aug 2002 doc Page 38 of 105 Updated 29 08 02 DIETS AND DIET RESTRICTIONS Note This info is explained in detail in section 9 of this manual As a Spur waitron it is imperative that you are aware of your menu items not just to sell and to make money but to be able to provide your guests with vital information which could be a life or death situation It is your responsibility as a professional Spur waitron to know every single product and its ingredient content so when a guest inquires about certain products you will be able to assist him and understand the various diets and dietary restrictions that he might have VEGETARIAN DIETS Levels of Vegetarianism A vegetarian diet eliminates one or more of these animal food groups meat poultry fish eggs milk MUSLIM DIET Terms HALAAL Lawful and permissible can be used HARAAM Unlawful and impermissible abstain from it totally forbidden If any product has one of the following ingredients then it will be Haraam to consume or use gt Alcohol or liquor gt Animal gelatin gt Animal fats or rennet V FOLLOWING FOODS ARE PERMISSIBLE FOR MUSLIMS HALAAL FOODS gt Fish gt All types of poultry gt Sheep amp cattle UNLAWFUL HARAAM FOODS gt Drugs intoxicants gt Food containing Haraam items to
84. llows the guest to determine the size of the head they prefer Beers chilled glasses This would be a great opportunity for you as the trainer to run through recap the exercise in the waitron handbook which questions them on all the local imported and draft beers in their specific store GLASSES OF WINE If guests are ordering wine by the glass always pour a full glass of wine The rule for pouring 4 a glass and a glass of red and white wine respectively will only be adhered to if the table has bought a bottle of wine CARAFES DINKIES gt Dinkies of wine screw top serve as per a regular bottle of wine gt Carafe wine jug used for holding mixers eg soda water POURING SPIRITS AND MIXERS gt Spirits are served in a long glass with ice 1 tot highball 2 tots zombie The mixer eg soda should be served separately in either a carafe or a tin gt Cordials eg lime cola tonic passion fruit 1 tot These should be added after the ice and mixer is in the Zombie glass Recap on exercises in waitron hand book which deal with the various spirits and liqueurs in their specific store LIQUEURS AND COCKTAILS gt Liqueurs are alcoholic beverages which are enjoyed before or after a meal gt Liqueurs are served in special liquor glasses or as we commonly know them as sherry glasses gt Small amounts are served due to the fact that they are relatively sweet beverages gt Cocktails can be alcoholic or non alcoh
85. ly guests if they are available in your store gt Children should be recommended items off the kiddies menu first gt Diabetics do not eat or drink foodstuffs that contain large quantities of sugar gt Guests may inform you that they are allergic to certain food items Keep those items in mind when you are suggesting food items If you are unsure ask your manager for assistance as the wrong choice could be dangerous to the guest s health and yours gt Religious groups will be dealt with Kosher amp Halaal recommend accordingly Waitron Handbook service Reference Book version 5 aug 2002 doc Page 93 of 105 Updated 29 08 02 SUGGESTIVE SELLING gt One of your roles at Spur is that of a sales representative Imagine that your bay is your business Spurs will provide the tables seats and a menu and wine list full of exciting products for you to sell rent free gt Your job now is to make as much money as possible from your business and you will do this by selling gt At Spur we adopt a soft sell approach You should always offer your guest items and interesting variations from the menu Be careful however not to be pushy Guests should always feel absolutely comfortable about saying no to your suggestions We do not want anyone to order something because they felt unduly pressurized by a pushy waitron THERE ARE 4 KEYS TO BEING A PROFESSIONAL SALES PERSON Introduce yourself attitude Smile Enthusiasm Pr
86. m angry and they might do something dangerous towards yourself or another guest In other words start behaving like drunken idiots STATISTICS The following research shows how important handling complaints properly is to the success of our business gt It costs 5 times more to attract a new guest into Spur than it does to keep an existing one gt Of all the guests that decide never to return to a Spur 20 do so because of either price or quality of the food and 80 because they felt that some member of our staff didn t care about them gt 50 of unhappy guests never complain they simply do not come back gt For every complaint we hear of up to 26 go unreported Waitron Handbook service Reference Book version 5 aug 2002 doc Page 61 of 105 Updated 29 08 02 gt 7 out of 10 guests who complain will do business with Spur again if you resolve the problem or complaint to their satisfaction If you resolve a complaint on the spot 95 will do business again gt Happy guests will tell 3 5 people about your store Unhappy guests will tell up to 15 people and because bad news travels fast up to 300 people could hear about it gt Losing one guest per day each day of the year costs the company millions of rands in lost revenue sales Demonstrate financial ramifications SO THE LESSONS WE CAN LEARN FROM THE ABOVE ARE gt Your warm friendly caring and sincere Spur vibe is the most important part of your job This i
87. m ina normal tone and volume gt Visually impaired people rely a great deal on sounds So try not to seat them in an exceptionally noisy part of the restaurant eg tables near the Grill Making and Tex mex section gt Blind people are unable to see our menus and special boards in our restaurants gt It is our responsibility to provide the visually impaired guests with the same experience Q How can we do this gt By knowing our menu items ingredients cooking methods various forms of preparation and presentation you as a Spur waitron will be able to provide the guest with the exact same Spur experience You will be able to describe these dishes in detail and be able to answer any questions that they may have gt Braille menus must be offered to the guest immediately if they do not read Braille offer to read the menu for them Do s AND DON TS WHEN SERVING BLIND GUESTS gt Do not pull the person on their arm or shoulder but rather ask them if they require assistance through the restaurant Allow them to take your arm or shoulder gt Always announce yourself when visiting the table Waitron Handbook service Reference Book version 5 aug 2002 doc Page 72 of 105 Updated 29 08 02 gt When you are delivering the food to the table offer to explain the location of the various items on the plate Use clock face directions eg chips at 12 o clock gt Animals besides guide dogs are not allowed into our restauran
88. main course e By writing down and repeating the order you instill confidence in your guests and further ensure that you will not make a mistake REMEMBER Guests do not know that you have a great memory Further should anything happen during your shift your written docket is the only record Writing dockets is Spur Policy gt 3 Thank the guest for the order Why e It shows politeness and professionalism amp the guest is spending money Waitron Handbook service Reference Book version 5 aug 2002 doc Page 35 of 105 Updated 29 08 02 DOCKET LAYOUT Trainers note demonstrate the following using a docket book gt Always separate starter amp mains on your docket pad this avoids confusion Always write the time the order was taken on the pad as you leave the table Use a separate page for each table Ensure your name appears on each page of your docket book Write each customers order on 1 line if a sauce is not included in the price of the meal write it ona separate line under the meal it is to be served with ete Le YOUR MENU KNOWLEDGE SHOULD ENABLE YOU TO REALIZE THAT CERTAIN BASIC QUESTIONS MUST BE ASKED IN ORDER FOR THE KITCHEN TO BE ABLE TO PREPARE THE MEAL CORRECTLY EXAMPLES OF SPECIFIC QUESTIONS WHICH MUST BE ASKED Steaks How would you prefer that cooked done Temperature Would you prefer chips onions or baked potato Would you prefer a mushroom or cheese sauce Additional sales U
89. my full calamari If the griller says yes go to the Tex mex section and say the following Coming off nothing followed by going on 1 x full calamari with chips It is going with food on the grill Call off every 4 minutes until your food is ready Food must be taken immediately when all meals are ready to go to the table Calling Order STEAKS including t bones chops OTHERS ribs chicken wors kebabs mushrooms BURGERS total no first then types Other order examples can be found at the back of this manual in section 5 Waitron Handbook service Reference Book version 5 aug 2002 doc Page 43 of 105 Updated 29 08 02 GENERAL RULES AT THE GRILL TEX MEX AND MAKING SECTION 5 Make sure you call on your food order immediately after taking the order or as soon as requested by the guest Food orders should not take longer than 10 15 minutes in any section If the order is taking any longer inform a manager immediately Note The sooner you call the order on the quicker it can get cooked and delivered to the table Organize your thoughts before calling call from your written order Make sure you have the griller s maker s full attention before calling Do not call at the same time as someone else Wait your turn Never shout when calling Make sure you co ordinate correctly with the tex mex section so that all your food comes off at the same time If you order together you eat together
90. oduct knowledge PEOPLE BUY FROM PEOPLE THEY LIKE It is very difficult for anyone to buy anything from someone that they dislike We are sure that you can recall an experience that confirms this fact so we need to make sure that the guest will like us we have several ways of doing this Introduce yourself attitude Hi I m Harry and I am going to make sure that you enjoy yourself today This is a good way to put the guest at ease and is the first step towards making the sale It is very important to remember that your attitude is depicted in your tone of voice This can have a negative or positive affect on your introduction Don t just say the right words mean them True sincerity goes a long way f Smile You will be surprised at how effective a smile is at making people like you People want to like and be liked and smiling is the first step so go on show some teeth its easier and uses less muscles or Enthusiasm This commodity is something that we all recognize in other people but have trouble in finding it within ourselves Enthusiasm is irresistible there is nothing to beat it It is the only thing that is guaranteed to make people like you We liken this process to buying an insurance policy If the guest likes you they will be much more forgiving should you make a slip while serving them so take out insurance Be enthusiastic about what you are doing and make them like you You will feel much better about yourself
91. olic beverages SPARKLING WINE gt For presentation of sparkling wine see rules for presenting wine gt The method of presenting and serving champagne sparkling wine is the same as for normal wine however the opening of the bottle is different amp the glass is to be lifted amp tilted when pouring gt Hold the bottle firmly in your left hand with your thumb pressing on the cork Point it away from the guests Waitron Handbook service Reference Book version 5 aug 2002 doc Page 32 of 105 Updated 29 08 02 gt Remove the foil and the cage place in your pocket keep holding the cork with your thumb By releasing the cage the cork could pop out of the bottle without warning gt Take a clean service cloth in the palm of your right hand and use it to cover and firmly hold the cork gt Hold the base of the bottle with your left hand and twist the bottle and cork in opposite directions to loosen the cork When you feel the pressure forcing the cork out gently ease the bottle away from the cork try to prevent popping sounds or spillage gt Place cork in your pocket gt Ensure glasses are close at hand as the wine is lively and tends to surge out the bottle gt Pour slowly whilst tilting glasses holding by the stem gt When pouring the bottle may be held with the thumb in the punt the indentation at the base with the fingers spread out to support the body of the bottle or held as a normal bottle of wine Ensure
92. ollowing tasks or items have been carried out or have been made available before during and after service gt Clean dustbins are positioned in appropriate service areas gt Papers and unnecessary items have been removed from the floor continuously gt LINE OF SIGHT Areas in the restaurant that are visible to the guest eg floor cash desk toilets that must be kept clean to maintain the correct impression gt Always check that the air conditioning has been set at a comfortable temperature You do not want your guests to feel uncomfortable while they are dining in our Spur gt The balustrades light shades and surfaces within the restaurant have been dusted and wiped down gt The sound levels of background music within the restaurant are at an appropriate and acceptable levels gt All tables freestanding chairs and banquets are clean untorn and steady gt All tables and chairs are positioned in such a way that they are easily accessible to our guests NOTE If any furniture is damaged or unstable in anyway it must be reported to the manager on duty immediately Remember to work smarter not harder Waitron Handbook service Reference Book version 5 aug 2002 doc Page 56 of 105 Updated 29 08 02 EXTRA INFORMATION Q How do you prepare a coffee urn gt S Ensure urn has been emptied from the previous day Check for damages grease and watermarks Switch the coffee machine on The red power li
93. orting the rim of the second plate Once the second plate is clear place the cutlery of the second plate onto the first plate together with the first plates cutlery Clear the rest of the dirty plates and cutlery in the same way as you cleared the second plate Try also to keep one hand free when carrying dirty plates this enables you to clear a path open doors and unload at the dish area Do not scrape or stack dirty dishes on the guest s table The scraps on the first plate must be deposited into the bin at the dish area immediately Do not dump your unscrapped dirty dishes in the dish area and expect the dishwasher to clean up after you Trainer to demonstrate to the group How do you clear odd shaped dishes Clear only as many as you can carry in your two hands without stacking Work as a team to clean your tables Crumbing the table S S cy It may be necessary to briefly wipe down the table before offering desserts Particularly after ribs or at a kiddies table do this with a clean slightly damp cloth Wipe food crumbs onto a plate at the edge of the table not onto the floor Only crumb down once the table has been cleared completely Food that has fallen onto the floor gt Solid food spilled on the floor should be picked up immediately use a serviette S S If you could not use a serviette ensure you wash your hands Solid food spilled on the table should be similarly dealt with or alterna
94. ot or not etc WALITRON gt Enquires if the guests are ready to order gt Takes 1 persons order at a time amp repeats that order before taking the next guests order gt Asks all the relevant questions gt Writes amp repeats the orders checks if meals are starters or mains gt Separates starters amp mains on the docket pad uses acceptable abbreviations gt Offers guests sauces with steaks amp points out the salad valley gt Thanks the guests for their orders gt Writes the time the order was taken on the docket pad TAKING THE ORDER EXAMPLE gt The Order Starters 1 x wings 1 x garlic roll Kiddies Meals 2 kiddies specials Main Course 1 x T bone 1 x Enchilada Special Questions STARTER Q Wings Spicy or basted Full or half Q Garlic roll Cheese on the garlic roll MAIN COURSE Q T bone 350g or 500g Temperature plate or skillet Chips and onions or baked potato Q Sell sauce Q Enchilada Chicken Beef Vegetarian Hot or not Rice and re fried beans or chips baked potato and onions Full or half Q Sell skewer of grilled mushrooms on the side gt The guests want a 10 minute time lapse gt The kids will be eating their food with the parents main meal Answers That s the guests choice Waitron Handbook service Reference Book version 5 aug 2002 doc Page 80 of 105 Updated 29 08 02 TAKING THE ORDER CHECKLIST Trainee Manager Date 1 Did the waitron ask the guests if they were rea
95. ould be removed Wait until they have swallowed their last mouth full Do not lean over a guest that is eating to clears anothers plate What to say versus what not to say Some guests will want you to wait until everyone has finished eating before removing plates Although this may be less and less common it is still good manners to always ask May I remove your plates before cleaning the table This is also preferred to Are you finished Q How It is important to remember that we at Spur Steak Ranches work together as a team Help to clear tables in bays that your fellow team members are working in In this way we never have to stack more than three plates at a table gt Stand to the right of the guest lean forward and pick up the used plate and cutlery with your right hand Remember to enquire if you may take the plate Waitron Handbook service Reference Book version 5 aug 2002 doc Page 51 of 105 Updated 29 08 02 Q S Stand back and transfer the plate to your left hand Position the plate between your baby finger and thumb and your three middle fingers are holding the base of the plate Prevent the cutlery from sliding around the plate by placing the end of the fork handle under your thumb Place the knife under the fork pointing in the opposite direction Move onto the next guest and remove their plate Transfer this plate onto the base of your palm your wrist your baby finger of that hand should be supp
96. paniments OOOO S Tex Mex section Product preparation Accompaniments OO S G a Making section a ee ee Product preperation O S a Accompaniments OOO S S Bar section T G l Product preparation Accompaniments Coffee station Product preparation Accompaniments Salad valley Product preparation Accompaniments Breakfast menu Main menu Pensioners menu Kiddies menu Wine List Lunch menu New menu items variations Waitron Handbook service Reference Book version 5 aug 2002 doc Page 102 of 105 Updated 29 08 02 PERFORMANCE i 2 MONTHS 6 MONTHS 12 MONTHS COMMENT AREA WEEK DATE DATE DATE Eg Training Non menu items KNOWLEDGE OF SERVICE PROCEDURES After Sales Service Greeting Queuing Seating First drinks speed amp accuracy Writing dockets correctly Repeating the order Wine Service Suggestive selling Place setting Calling on and off Coordinating sections Computerized order Delivering food Timing of food amp drink delivery Announcing food item Condiment awareness Quality control Dessert orders Bottomless coffee offers Specialty coffee orders Bill presentation amp timing Bill accuracy Handling complaints Re filling drinks Crockery cutlery amp glassware removal Fingerbowls wetwipe delivery Ashtray changes Waitron Handbook service Reference Book version 5 aug 2002 doc Page 103 of 105 Updated 29 08 02 Opening duties Closing duties
97. phylaxis a violent allergic reaction involving a number of parts of the body simultaneously Like less serious allergic reactions anaphylaxis usually occurs after a person is exposed to an allergen to which he or she was sensitized by previous exposure ie it does not usually occur the first time a person eats a particular food Although any food can trigger anaphylaxis peanuts tree nuts shellfish milk eggs and fish are the most common culprit Anaphylaxis can produce severe symptoms in as little as 5 to 15 minutes Symptoms Difficulty breathing feeling of impending doom swelling of the mouth throat a drop in blood pressure and loss of consciousness The person should be taken to hospital immediately even if the symptoms seem to subside on their own gt Waitron Handbook service Reference Book version 5 aug 2002 doc Page 101 of 105 Updated 29 08 02 10 WAITRON PERFORMANCE EVALUATION Directions Rate the performance level of the employee 4 Excellent Usually meets established standards 3 Good Acceptable but could improve 2 Fair Definite need for improvement 1 Unacceptable Definite need for counselling Name Date PERFORMANCE 2 MONTHS 6 MONTHS 12 MONTHS COMMENT AREA DATE DATE DATE Eg Training Average spend per head J S o Absenteeism Attendance Jo S o o Dress Personal presentation J CE Cd o KNOWLEDGE amp UNDERSTANDING OF Grill section Product preparation accom
98. play Directly after each trainee has performed a role play feedback is to be given to the person actor by following the role play check sheet Feedback is given as follows Tell the person What they did correctly what must be improved upon amp what they should remember to do next time Ensure that the whole group pays attention every time a role play is acted out or feedback is given as learning will take place a Trainees are to repeat role plays until they are able to perform according to standard gt Confirm the date and time of their Service Workshop training Day 5 Note This Session will take approximately 6 hours taking a break every hour for 10 minutes Waitron Handbook service Reference Book version 5 aug 2002 doc Page 11 of 105 Updated 29 08 02 DAY 5 TEN STEPS OF SERVICE WORKSHOP CONT TIME TO DATE gt Recap Day 4 s training focusing on issues that trainees were uncertain of gt The steps that should be covered are Wine Service Delivering meals After Sales Service Desserts amp coffees The bill Handling Complaints gt Follow the process as per day 4 of training Note This Session will take approximately 5 hours taking a break every hour for 10 minutes NB Note Total hours for Service Workshop 10 If you have a slow group it would be advisable to split the training into 3 sessions of 4 hours each DAY 6 SHADOW SHIFT TIME TO DATE gt Trainee to shadow senior
99. r GUESTS 2 adults amp 2 kiddies Have ordered drinks from the waitron that seated them Are hungry Are nice friendly normal people WAITRON Follows situation description Delivers drinks to that table order handed over by waitron that seated guests Tells the guest all the info Writes amp repeats all orders removes wine list from the table Is a happy friendly person Waitron Handbook service Reference Book version 5 aug 2002 doc Page 76 of 105 Updated 29 08 02 FIRST VISIT TO THE TABLE CHECKLIST Trainee Manager Date 1 Greeting the guest Was the guest greeted in the proper manner e Hi there folks my name is Mary Joe and I will be making sure you have a wonderful great time Was the waitron smiling and positive at the table Did the waitron bring the drinks to the table Did the waitron deliver drinks correctly on a tray placed on RHS pour beer Notes Unavailables Alternatives Did the waitron inform the guests on what dishes are available and recommend an alternative dish Notes Specials Were the specials promoted by the waitron did they informs the guest on the price Notes Wine List Was the wine offered amp list removed from the table Asked no of glasses required Notes Kiddies Order Did they take the kiddies food order straight away or enquire if he she could take the order was order written amp repeated Notes Nibblers Were nibblers offered was t
100. r I have off nothing followed by going on goes with can I call Notes After receiving permission to call the Tex mex order did the waitron call in the following manner I have off nothing followed by going ONY eiS food already called at the grill Was the order called correctly Notes Did the waitron go back to the grill section and tex mex section to call off before the food was ready to serve Notes Before the food was served to the guests did the waitron check to ensure that the food quality was of a high standard Notes Did the waitron ensure that he had delivered all sauces amp sides orders Notes O Yes O Yes O Yes O Yes O Yes O Yes O Yes O Yes O Yes O Yes O Yes O Yes O Yes O Yes O Yes O No No Waitron Handbook service Reference Book version 5 aug 2002 doc Page 84 of 105 Updated 29 08 02 DELIVERING THE FOOD AND AFTER SALES SERVICE ROLE PLAY gt Check the table is set correctly pre drops are delivered gt Carry plates to the table gt Excuse yourself announce the meal gt Warn about the heat of the dish place meals neatly in front of the guests gt Inform guests of side orders that will still be delivered gt Double checking on table before you go all is delivered gt Side orders amp accompaniments change ashtray gt Checking on the meal gt Clearing gt Crumbing the table gt Food has fallen onto
101. r baby finger and your thumb so that your three middle fingers are underneath the base of the plate gt Place the second plate on the base of the palm the baby finger should be lifted so that it can support the rim of the second plate This allows the two plates to lie perfectly straight gt The third plate will then be carried in your second hand 2 SKILLETS When carrying the skillets to the table you need to carry the one in the same manner as a tray Place your hand in the center of the skillet so the weight is evenly distributed over your hand Carry the 2 skillet as you would a normal steak plate If you can only manage the one skillet at a time get someone to help you carry the other plates Once you have reached the table place the meal in front of the guest announce the meal and inform the guest that the skillet is hot This allows you to take the other skillet and position it in front of the 2 guest who ordered it HOT ROCK Hot Rocks must be taken to the table one at a time You need to hold the Hot Rock firmly with both hands When placing the Hot Rock down onto the table do not allow the guest to take it from you as this structure is unbalanced and the tile is extremely hot always place it down in front of them yourself announce the meal and inform the guest that the tile is hot Refer to The Waitron s Workbook Grill section to find out more information on the Hot Rock PLACEMENT OF THE FOOD Excuse yourself
102. r index finger Withdraw the cork gently and avoid any popping sounds Wipe the mouth of the bottle to remove sediment and dirt Q Where should you not put the bottle during the opening process gt Between your legs or feet gt On the table that your guests are sitting at Demonstrate to the group Q Why is the cork presented to the host gt If the cork is very damp it may be an indiction that the wine is off Q Why should you not throw the cork away gt If your guests do not finish the bottle they can replace the cork and take it home with them POURING THE WINE cy The host The person who chose the wine Pour to taste approximately 1cm a mouthful into the glass Why They chose it therefore they must approve of it s quality is it still fresh Pour a little wine into the host s glass the person who has ordered the wine about 2 cm and wait for approval He she may swirl the wine to release its ether hold it to the light to check clarity and sniff its bouquet The host tastes the wine to check that the temperature and quality of the wine is good that it is not off not to decide if he likes the taste Once the wine has been approved begin to pour for the rest of the table rA First ladies on the host s right continuing with the rest 3 Males Last Go back to the host amp fill the remainder of his glass Waitron Handbook service Reference Book version 5 aug 2002 doc Page 28 of 105 Updated
103. rained or broiled method of grilling from the meat before consumption Meat cannot be eaten with dairy Fish eggs fruits vegetables and grains can be eaten with either dairy or meat Utensils pots pans with which meat and dairy are cooked the plates and flatware from which they are eaten the dishwashers or sinks in which they are cleaned and the towels on which they are dried may not come into contact with each other These above mentioned items may also not come into contact with non kosher foods This applies only when the food is hot Grape products made by non Jews may not be eaten Animals must have no disease or flaws in the organs at the time of slaughter The sciatic nerve and its adjoining blood vessels may not be eaten Chelev fat which surrounds the vital organs and the liver may not be eaten Waitron Handbook service Reference Book version 5 aug 2002 doc Page 99 of 105 Updated 29 08 02 FOOD ALLERGIES The difference between food allergies and food intolerance FOOD ALLERGIES The body s immune system recognizes a reaction provoking substances or allergens and produces antibodies As the battle rages symptoms appear throughout the body gt Mouth swelling of the lips or tongue itching lips gt Airway wheezing or breathing problems gt Digestive tract stomach cramps vomiting and diarrhea gt Skin hives rashes or eczema FOOD INTOLERANCE gt Much more of a common problem than allerg
104. re ready to order How do you approach and ask your table gt Always ask your guest s permission if they are ready to order Are you ready to order folks gt Never rush or hassle an order out of them If they are undecided always offer your help and suggest certain dishes that they might be interested in e Ask questions to help them come to a final answer e g Do you feel like steak fish or chicken today then recommend according to their likes gt Before offering products to a guest make sure that what you are offering is available gt Never stand and stare at your guests while they are trying to decide this makes them feel awkward and nervous and they end up choosing a dish that they don t particularly want just to get the weird waitron away from the table Instead offer to come back in a couple of minutes Q How do you take the order gt Remember to first start with the ladies at the table gt 1 Write down all orders ina clear and neat hand writing noting all special instructions Why e By writing the order down you can t forget it and your guests will start to relax Always remember to separate starters main courses and kiddies meals on your docket book gt 2 Read order back to your table Why e It is a double checking technique It confirms the orders and the sequence of the meals NB Remember to ask the guest what time lapse he would prefer between completion of starters and delivery of
105. references are true amp correct If references are unacceptable the applicant is to be contacted before training commences Training process information Trainee is accepted for training does not have a position in the store until all the relevant tests have been written amp passed Menu 90 drinks 90 Service role plays 90 all other tests 90 If trainees scores below 70 for any tests they will be asked to leave the training process Tests will be rewritten until 90 aggregate is achieved Costs during training S d S o Deposits for materials Handbook R20 Menu breakdown R Service reference material R All deposits will be returned to the trainee when documentation is returned to the store Transport is not provided ooo d S o Meals are provided if S d S o Training uniform requirements black non slip closed shoes dark blue well fitted jeans white short sleeve school or T shirt pencil pen eraser No logos visible on any clothing Training contract signed located on Spur Extranet J To y Y Payment during trainingis R SSS d o S o Training schedule o y S Induction aor Date S SoS o Lime start fo ni Menu workshop Date _____ ss Times starts__ito J Menu test Date Times starts to J re ee ee Service workchoncey Dae day 1 Date nines start Service workshop a 2 Date ____ Limes start ___ rr a Hist Shedow shift Dote __ Times start to 2nd Shadow sh
106. resh wine glasses What procedures are carried out with a different bottle label of wine Fresh clean glasses are automatically delivered to the table ICE BUCKETS Where should ice buckets be placed As close to the host as possible If it obstructs traffic place it in reaching distance of the host and waitron If your store has hook on ice buckets you need to warn your guest that you will be attaching it to the table How should an ice bucket be presented gt Ice bucket should always be wiped clean of any stains as part of your duties when coming on shift gt Freestanding ice buckets should be placed on a Spur logo plate with serviette this prevents the bucket from slipping from the condensation gt Ice buckets that hook onto the table should be sturdy enough to not unhook itself Recipe for an ice bucket gt 1 big scoop of ice blocks gt water gt Never fill to the top of the ice bucket Waitron Handbook service Reference Book version 5 aug 2002 doc Page 30 of 105 Updated 29 08 02 Why gt If you fill the entire bucket with ice the bottle of wine will sit on top of the ice and will not chill gt The bottle should always slide into the bucket Q How is a bowl of ice presented Side plate Spur napkin a bowl and 2 spoons Not a glass with a spoon stuck in the side Trainer to demonstrate to the group PRACTICAL EXERCISES DEMONSRATION AND ROLE PLAY To successfully train the c
107. revisit the table at a more appropriate time to talk Q Besides the meal what else are you checking on gt Dirty ashtray gt Empty drinks tins cans gt Empty plates side plates ramekins gt Anything missing or something else they may require Q How would you clean change an ashtray gt Ashtrays should be changed whenever dirty especially immediately after food has been delivered sometimes preferably before if you are together If some guests are smoking whilst others eat ensure the ashtray is at the smokers elbow More than one ashtray may be required at the table When changing ashtrays the correct procedure is to approach the table carrying 2 clean ashtrays Remove the dirty one by covering with one clean ashtray and removing both then place the second clean ashtray you are carrying onto the table This prevents ash from spilling onto the table or in the store when you go to clean the dirty ashtray If this is not possible due to shortages approach the table with one clean ashtray and replace the dirty ashtray with the clean one once you have covered and removed it gt Never place an ashtray on top of a plate Never tip the contents of an ashtray into a plate CLEARING Q When One should clear and maintain ones table on a constant basis This gives you less cleaning to do later and ensures a clean uncluttered tabletop which adds to the guest s enjoyment As soon as a guest has finished eating their plate sh
108. s etc e Show them the picture of the item in the Product amp presentation manual or show the raw product gt Encourage trainee to ask questions and confirm the date and time of their Menu test Note This Session will take approximately 5 hours taking a break every hour for 10 minutes DAY 3 MENU TEST DAY TIME TO DATE gt Trainees to arrive amp write Hectic menu test Found on Spur Extranet documents gt Trainer is to mark test with the trainee amp question trainee on issues that were incorrect if correct answer can then be given the correct answer is to be written in amp marked correct gt If 70 is achieved for the test the trainee may continue with the training programme The trainee will have to continue writing menu tests until 90 is achieved gt Trainee is to be issued the detailed service procedures section of the SERVICE REFERENCE MANUAL Trainee is to be told that they are to read the detailed service procedure manual carefully at least 3 times as demonstrations will be conducted on each step of service amp their trainer will question them on all service procedures during the Service Workshop sessions There after role plays will be conducted amp each trainee will be evaluated according to the role play check sheets contained in the Handbook Sign for document amp hand in deposit gt Confirm the date and time of their Service Workshop training Day 4 amp 5 Waitron Handbook service
109. s taking dirty plates to the scullery All glassware ashtrays teapots milk jugs and coffee cups need to be placed in a separate area to the plates Depending on your scullery area you might have two levels where you may stack dishes if you have two levels all of the above mentioned items need to be stacked neatly on the top level Remember you may stack cups and ashtrays on top of each other but always stack glassware separately Trying to stack glasses on top of each other will result in them cracking and chipping When stacking plates they must be stacked in such a manner that all steak plates are in one pile all waffle plates are in another pile etc This allows for the scullery area to remain neat and tidy even on exceptionally busy nights By stacking plates in their various sizes it is also easier for the scullery person to load up the dish washer and they do not waste time by still having to sort out the uneven stacks By keeping an organized scullery area there will be a decrease in breakages Plates that have been stacked correctly are secure Plates that have just been dumped in an unsafe area will undoubtedly slip or be bumped and fall onto the kitchen floor All cutlery to be separated from their plates once the plate has been scraped and stacked the cutlery is to be placed ina basin filled with hot soapy water Once this basin becomes full the scullery person will wash that cutlery load in the dishwasher This system saves
110. s to call at the grill section Can I call Coming off nothing followed by going on 1 x Nachos Mexicana hot 1 x starter calamari rice 1 x cheesy garlic roll and 2 x snails You have now called on your starters Once the guests are halfway through their starters refer to Taking the Order Point 4 your big job of calling onto the grill begins Go to the griller make sure you have his attention and say the following Can I call Coming off nothing followed by going on Always call at the grill first as the griller helps you co ordinate your orders It is possible to keep food warm at the grill but not in the other sections due to garnish sauces melted cheese etc When calling on or off begin with well done and end with rare calling the items first that require the most cooking time Group items together eg burgers steaks and detail sauces that need to be prepared by the griller e g Hawaiian yellow Main order would be called on as follows Z have off nothing followed by going on 1 x yellow steak well done 1 x club rump medium Baked potato 1 x ladies rump med rare 3 burgers one is yellow 1 x devils fork This order is going with a full calamari please tell me when I may call Go back to the grill now and call off Saying Coming off 1 x cheddar steak well done 1 x club rump medium baked potato 1 x ladies rump med rare 3 burgers one is yellow 1 x devils fork May I call
111. s what our company is built on gt When you hear a complaint for example about the BP s chances are there are other guests who are also unhappy Tell the managers and let them check the complaint out fully Spot unhappy guests without them having to complain Give them your best vibe gt By caring about your guest you can turn unhappy guests into Guests for Life Possibly the most frequent complaint at Spurs is kiddies birthday s not being recognised sufficiently We spend a lot of money inviting kids in on their birthdays probably their biggest day in the year So learn their names sing with all your heart and make a big fuss gt Make it a memorable occasion PRACTICAL EXERCISES ROLE PLAY Once this first step has been completed the group needs to practice their newly learnt skills It is imperative that you the trainer allow the candidates to put their theory into practice Please refer to your Role Play Scene Setters in this reference book This will assist you in successfully completing the role play on Guest Complaints gt At the back of the candidate s workbook are feedback sheets which they need to fill out during the role play NOTE Do not forget to give feedback at the end of the role plays It is important that you instill good habits into the candidates and that their mistakes are rectified a s a p Waitron Handbook service Reference Book version 5 aug 2002 doc Page 62 of 105 Updated 29 08 02 THE B
112. sssssessssssssssassssesusnsesstansesenasnssennnnesesasnsesneanesensanseseneee 90 9 ADDITIONAL INFO FOR EXPERIENCED WAITRONG cccccccccccccccccccccccccccccccecces 92 T S a AE 93 Diets And Diet Restrictions nennen nnna 99 Food a e ER TIE OE IEAI TEIAS AE E OA A A A 99 10 WAITRON PERFORMANCE EVALUATION eesssesesesesesesecesececseseseseseseseseseseseesesese 101 11 HANDBOOK amp UNIFORM ISSUE FORM essssssesesesesesesesesececseseceseseseseseseseseseecece 104 12 TRAINER EVALUA TION SHEET waccccicanesdecccucexceesnecccacisnsvasesesemneeiasesssdsakertuiinn 105 Waitron Handbook service Reference Book version 5 aug 2002 doc Page 4 of 105 Updated 29 08 02 1 OVERVIEW This guide must be used to ensure that consistent training is being carried out within your store to ensure that each and every waitron within our organization undergoes the compulsory 7 day over a 2 week period training period It is imperative that all management have a full understanding of this manuals content and that they coach their waitron staff according to these performance standards ona daily basis 2 INTERVIEW amp SELECTION APPLICATION When a person applies for a position as a waitron in your store a Criteria Check is to be completed with the person the attached CRITERIA CHECK FORM is to be completed by the manager on duty not the applicant The following questions are to be asked to the person in order to check they have
113. st does not leave once you have given him the bill continue serving and selling gt A waitron must remain on the floor in full uniform until his her guests have left the store Waitron Handbook service Reference Book version 5 aug 2002 doc Page 65 of 105 Updated 29 08 02 GENERAL POINTERS gt Apart from the 10 steps of service outlined above there are also some general pointers which will help to ensure you become a professional Spur waitron quickly gt Remember the quality of your work is as important as the quantity gt Guests at the front door are priority Number 1 Always be ready to queue guests gt Teamwork help other team members to serve and clear their tables Never say or think it s not my bay Teamwork speeds up the shop and with your tables turning faster you in turn make more money TEAM TOGETHER EVERYONE ACHIEVES MORE gt Pass others on the left when walking through the restaurant People carrying food or plates have right of way gt Always stand back for guests irrespective of what you are doing or carrying gt A good waitron will never be caught walking around empty handed Always try to remove a glass ashtray tidy or refill cutlery trays gt Always get involved in happy birthday singing Even if it slows you down it creates a great vibe Viby guests are happy guests who don t complain gt If struggling to maintain your standard of service inform management immediately so th
114. sts about these promotions their content and their prices before they make any menu decisions Guests that notice specials after they have ordered or eaten feel cheated and betrayed You as a waitron will often loose your T I P if you fail to inform your guest of these promotions WINE LIST Why must you remove the wine list after taking the initial drinks order A signal to the manager that the table has been attended to amp a drinks order has been taken Waitron Handbook service Reference Book version 5 aug 2002 doc Page 23 of 105 Updated 29 08 02 DRINKS How to take a drinks order Repeat the guests order ask any relevant questions Coke regular or large amp write the order down KIDDIES gt The kiddies drinks and food order should be taken immediately or as soon as possible By keeping the kiddies happy you keep the parents happy gt ASAP ensure kiddies are handed balloons activity sheets and crayons to keep the children entertained and busy Q Who is in charge of the kiddies safety The Buddie minder If kiddies leave the table ensure that the Buddie Minder takes them to the play area U NIBBLERS It is also a good idea to offer the table an initial nibbler together with the drinks This performs the same function as the first drinks do eg Spur Ribs cut up into easy to handle pieces Garlic Rolls Skewers of mushrooms Salads Note Trainer to demonstrate the First Visit to the Table PRA
115. t down Repeat it back Enquire as to the number of glasses required Thanked the guests for the order Notes 11 Was the waitron Audible Polite says please amp thank you continuously addresses guests correctly Positive body language open up straight smile good eye contact Notes Notes Notes 0 00 OO OOd 00 0 0 00 0 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes 0 00 OO OOd 00 0 0 00 0 No No No No No No No No No No No No Waitron Handbook service Reference Book version 5 aug 2002 doc Page 75 of 105 Updated 29 08 02 FIRST VISIT TO THE TABLE ROLE PLAY 5 0 2a tt 2 Greet the guest and introduce yourself Give a commitment of good service Sate unavailability s amp suggest alternatives Specials and Prices Offer Wine amp deliver drinks order Kiddies drinks and meals Nibblers FIRST Visit TO THE TABLE SITUATION DESCRIPTION Guests are seated they have menus amp a wine list An item off the menu which is unavailable in the store should be used If there is no item pick an item which could be used as an example e g Chicken Kebabs Alternative Ranch Chicken National Event The special that is currently running Offer to take wine order Deliver 2 sodas a kiddies choc shake amp a beer to the table Suggest nibblers Offer to take kiddies orde
116. t the door is never to be left waiting with no one in attendance Ona wait there are a few pointers which will help you see what is expected from you It also shows how the manager runs the queue on a busy evening afternoon gt Always take the guests name the number of guests in the party amp if would they prefer a smoking or non smoking table Remember to write this important information on the store s queue sheet gt If your store has a bar area use it as a waiting area gt Inform the guest of an estimated waiting time but also tell them that you will seat them the minute their table is ready gt Explain seating numbers eg Seating a table of 2 first when your table of 8 have been waiting longer gt When the guests are ready to be seated assist them by carrying drinks and coats to the table Q What should always be available when people are waiting in a queue gt A drinks table commonly known as queue wine gt This encourages them to sit out the wait as they now have something to occupy their time NOTE Remember you are wanting to maintain that first impression guests are the most important people in our business and our goal everyday is to create repeat and regular guests PRACTICAL EXERCISES ROLE PLAY gt Once this first step has been completed the group needs to practice their newly learnt skills It is imperative that you the trainer allow the candidates to put their theory into practice gt
117. tand that they might have to wait for a short time for service If we do not acknowledge the guest they will no doubt become annoyed and upset When you attend to a guest you serve them or assist them immediately Greet your guests with a smile in your voice and with a smile in your eyes greet them like old friends This automatically makes them feel important and comfortable And this shows your sincerity Q How should you not stand at the front door gt Never stand with your arms folded hugging menus gt Never lean against walls doors and cash desks gt Never stand with your back to the front door or your tables Demonstrate to the group Q Why what kind of impression does this create Negative Uninterested Unprofessional Lazy Bored Waitron Handbook service Reference Book version 5 aug 2002 doc Page 16 of 105 Updated 29 08 02 Q How should you stand at the door By standing with an open body holding the menus at your side in 1 arm Demonstrate to the group the guests who enter our premises will feel welcome and comfortable They will also feel that they have made the right decision by choosing our store they will be confident that they will indeed have a great time and that their hard earned money is in good professional hands HOW SHOULD YOU GREET A GUEST Good morning afternoon evening welcome to Spur How should one not greet guests To maintain our professional image it
118. th complaints immediately A complaint seldom sorts itself out and more often than not a small complaint will quickly snowball into something big if not dealt with immediately gt Always pay some extra attention to a table that has complained after the problem has been rectified The tendency is often to avoid complaining tables because it is an uncomfortable situation to be in Avoiding it is the worst thing you can possibly do Put yourself in the position of the guest When you complain to your server he corrects the problem and then disappears for the evening because it is an uncomfortable situation to be in it would probably leave you the guest slightly confused gt Handle complaints involving food in the kitchen Do not taste and pick at returned food gt Always make sure the manager has visited the table The guest will then know the manager is in control and is aware of any situation in his store G How would you handle a guest who is under the influence of alcohol and acting in a disorderly manner gt It is your responsibility as a Spur waitron to ensure that your guests are enjoying their visit at our restaurant gt However it is not your responsibility to control the guest who gets drunk If you notice that they are getting out of hand and that they are disturbing the other guests around them you need to inform the manager immediately Never try to tell the guest to stop drinking This will embarrass them and make the
119. that guests never have food in front of them without placemats and cutlery gt When the shop is busy it is easier for the waitron to set and clear 4 tables in his bay than it is for one setter to set and clear 40 tables If she is tied up clearing your tables there is a good chance the front of house or supply of place mats and cutlery will be neglected NOTE When placing cutlery in front of a guest only hold the handle of the cutlery Never ever touch the area of the piece of cutlery which the guest will put in their mouth It is very unhygienic and unprofessional Always place the placemat with the bottom edge in line with the edge of the table Make sure that the table mat is directly in front of the guest and that the picture on the mat is right side up Waitron Handbook service Reference Book version 5 aug 2002 doc Page 46 of 105 Updated 29 08 02 DELIVERING THE FOOD TRAINERS EQUIPMENT Examples of all plates sauce bowls selections of condiments place mats rolled cutlery teaspoons serviettes wet wipes trays for demo role play on carrying plates and delivering placing meals gt Before the food is delivered to the table double check that the table has the correct number of settings that there are no empty glasses tins etc if there are offer refills and change the ashtrays gt Ensure that you have the correct condiments on the table eg mint sauce for the lamb chops tomato sauce for kiddies meals
120. that the label is always facing the guest when pouring gt Serve well chilled Place in an ice bucket to maintain temperature A supply of napkins should be stacked next to the ice bucket to prevent water from spilling on the table when removing the bottle from the bucket EXTRA INFORMATION gt Diet cola s served with a slice of lemon gt All sodas are served with a glass of ice and a Spur wrapped straw gt Cinzano Sherries and Ports are served automatically as double tots Q Why do you use a metal ice scoop to scoop ice into a glass gt Metal will not crack like glass this prevents you from trashing your ice well with glass which can be dangerous if the glass lands up in your guest s glass of soda Q Why don t you serve ice with mineral water gt By serving ice you are defeating the whole object of drinking bottled water You might as well drink tap water gt Mineral water is poured in the same way as beer ie only pour the contents into a wine glass Ask the guest if they would like a slice of lemon in the glass Q Why should we always serve our straws closed gt Hygiene reasons gt Somebody will be drinking out of that straw they do not want the waitron touching it before they put it in their mouth gt Never carry straws in your apron or back pocket for the same reason Straws are to be transported on the tray with the drinks Waitron Handbook service Reference Book version 5 aug 2002 doc
121. the floor DELIVERING THE FOOD AND AFTER SALES SERVICE SITUATION DESCRIPTION GUESTS gt The guests will be sitting with their elbows on the table gt Waitron delivers food amp remembers who is having which dish gt Skillet is used for the T bone gt Ashtray is dirty Gentleman put his cigarette out when the food arrived at the table gt Wine was not empty yet After a reasonable period of time gt The mushroom sauce ramekin is empty gt Kiddies made a mess on the table with their meals gt Kiddies dropped chips onto the floor WALITRON To set the table before delivering the meals To set pre drops to the table To carry plates correctly To deliver gt Starters 1 snails 4 wings spicy crumbed mushrooms side salad clear amp reset before delivering mains gt Mains 1 Lamb chops M chips Ladies ribs BP sc Slimmer s steak MR Ladies Rump M pepper sauce chips During amp after the meal gt Provide after sales service to the table Yt of Waitron Handbook service Reference Book version 5 aug 2002 doc Page 85 of 105 Updated 29 08 02 DELIVERING THE FOOD AND AFTER SALES SERVICE CHECKLIST Trainee Manager Date 1 Did they set the table before delivering the starters amp mains Were pre drops placed on table mint sauce tomato sauce bone plates wet wipes Were plates carried correctly Notes 2 Did they excuse themselves at the table Notes 3 Did they announce the meal on presentation to the
122. the role plays It is important that you instill good habits into the candidates and that their mistakes are rectified a s a p Waitron Handbook service Reference Book version 5 aug 2002 doc Page 49 of 105 Updated 29 08 02 AFTER SALES SERVICE Q TRAINERS EQUIPMENT Wet Wipes Mint Sauce Side Plate Teaspoons What does After Sales Service mean Once the guest has bought our product it is important to provide the service that goes along with that item Our guest is not only paying for this meal but he is also paying for the service When do our guests purchase our products and when do we know they have decided to eat in our restaurants They buy our products through the media newspapers radio television magazines etc The minute they walk in through our restaurant s front door they have bought our product As stated above we must provide the correct service to the guests once he has bought the product This means the minute he enters the restaurant after sales service begins How do we know if the after sales service that we provided during the guest s stay has had a positive influence on our guests If you carried out your after sales service correctly you will reap your success the minute the guest returns to your store After sales service must be ongoing and thorough although never intruding on the guest s personal space and comfort A S S is not just one step of service that is conducted and t
123. the tone for the balance of the drama to follow What must follow is great entertainment Prevention is better than cure Q What if you have seated a table but it is not in your bay what do you say to the guests Mary your waitron will be with you right away Q Why do we introduce the other waitron Why do we fell the guests If you seat the guests they will automatically think that you are the waitron If you just walk away from the table the guests will start feeling neglected or think that you are being rude You should always inform the guest as to what is going on they are entitled to know and will start to relax Q The table gives you their drinks order it is not your table what do you do gt Never reject their order Write the order down in the same manner as if it were your table Inform the table that their waitron Mary will be with them now and tell them that you will relay their drinks order to her Please do not forget to communicate the order to the table s waitron gt You need to find out what your store policy is regarding offering drinks or taking a drink order from a table that is not in your bay Waitron Handbook service Reference Book version 5 aug 2002 doc Page 20 of 105 Updated 29 08 02 Q There is a wait for a table what do you do When the store is running a queue a manager will be at the door controlling the table flow It is important to note however that the guest a
124. time for the scullery person due to the fact that the cutlery and crockery have been separated already This system also prevents cutlery from being thrown away during the scrapping process NOTE CUTLERY MUST BE PLACED IN THE BASIN HANDLE FACING UP THIS PREVENTS ANYONE FROM STICKING THEIR HAND INTO THE BASIN AND Waitron Handbook service Reference Book version 5 aug 2002 doc Page 45 of 105 Updated 29 08 02 TABLE SETTINGS TRAINERS EQUIPMENT Place Mats Cutlery and Serviettes Organize place settings as soon as possible Either while the guests are deciding on their drinks order the first table visit is ideal after you have delivered the drinks or as soon as you have called the first order Often guests will decide to get salads from the salad valley after having placed their drinks or food order Q What are the responsibilities of the setter runner The store setter s job function in the business is to maintain the supply of clean place mats and rolled cutlery throughout the shift The setter cleans the placemats fetches cutlery from the kitchen and rolls the settings cutlery so all the waitrons serving guests have sufficient supplies of the above She will assist in keeping the toilets clean and check this area on an hourly basis as well as the front of house area and see that the walkways are kept clean throughout the shift Q What are the responsibilities of the waitron gt It is therefore your duty to ensure
125. tively a clean service cloth may be used to brush it onto a plate These items must be taken to the refuse area and be disposed of immediately Do not leave lying around for guests to see What do you do if a guest knocks over a full glass on to their table cy Remove the glass immediately and wipe up the spillage with roller towel which is supplied by the store Do not use Spur printed serviettes to clean up spillages Always offer the guest another drink to replace the spilt one If necessary move the guest to another table Waitron Handbook service Reference Book version 5 aug 2002 doc Page 52 of 105 Updated 29 08 02 DOGGIE BAGS Offer to place left overs in a take away container Place these left overs in a container in the kitchen not at the guest s table There is a designated area for this which will be shown to you on the shadow shift Working together to clear tables builds team spirit and goes a long way in helping the shop run smoothly NOTE Without being a nuisance you should be available continuously to provide these service to your table throughout your shift However discreetly and look for opportunities to provide after sales service NOTE When your guests have vacated the table it is your responsibility to remove the placemats and napkins from the table All placemats must be wiped down and replaced back onto the side station only so that they can be used for future settings TAKE AWA
126. to take away when guests are full they ll be hungry again when they get home and it beats a chocolate bar at the end of the day Always recommend the salad valley even after taking an order eg Oh by the way you probably saw our valley 22 crisp fresh salads piping hot veg all this including cheese biscuits and bread It s only R__ please help yourself folks Never give up just because someone says no to your suggestion of mushrooms doesn t mean you should not suggest something else Always offer sauces even for ribs and chicken Ribs dipped into Monkey Gland is a winner as is Peri Peri with Ranch Chicken When a guest orders coffee remember to offer a choice of either Irish or Kahula coffee or a side order of liqueur from the bar eg Port Cape Velvet etc Suggest sparkling wine champagne to anyone celebrating anything Always only recommend 2 3 items more is confusing You should always be on the lookout for sales opportunities eg sauces with ribs Port with coffee double tots instead of singles Empty beer soda or wine bottles signal an opportunity to sell When greeting before guests have had a chance to read the menu and make up their minds recommend the daily line fish and other special items and let them know what s unavailable as well as alternatives When delivering food recommend topping up drinks more wine etc When clearing tables recommend desserts special coffees liqueurs etc Always keep sel
127. ts Do not prevent them from bringing their guides in with them Leave the dog alone never feed pet or distract the animal MOBILITY IMPAIRED GUESTS Impaired mobility includes gt Wheelchairs gt Crutches gt Walkers Q How do you greet a person in a wheelchair at the front door S Greet them in the same manner as a person walking into the restaurant Always give that person direct eye contact Never look past them or above them This will most definitely make them feel ignored Always ask permission from the disabled person if you can assist them by pushing their wheelchair or wait for the person to ask you for assistance Never just automatically assume that because they are in a wheelchair they are helpless G Where should mobility challenged guests be seated in the restaurant S Guests with walkers and crutches should be seated as close to the entrance as possible This prevents them from walking unnecessary long distances through the restaurant They are still able to sit on one of your benches or free standing chairs Enquire from the guest if you could place their walker or crutches in a safe area to prevent them from having to awkwardly hang on to it during the meal Never keep the guest waiting so return it as soon as they want to vacate the restaurant Guests with wheelchairs might not be able to seat themselves onto a bench or freestanding chair If they are confined to their wheelchair always provide them
128. u or the cashier Once the bill is on the table never stand there and wait for the guest to pay It gives an impression that you are rushing them and it will make them feel awkward and uneasy You can keep an eye on the payment of the bill away from the table FORMS OF PAYMENT Cash gt This is the easiest and quickest form of payment If the bill comes to a total of R40 00 and the guest gives you a R50 00 note never assume that the R10 00 change is a tip tell the guest that you will return the change in a moment Always leave the table when you organise the change do not remove your float from your pouch at the guests table gt Always return the money to the guest The guest will give you the change himself if you keep it they will automatically think you are rude and your great first impression and you maintenance of that impression throughout their dining experience will be crushed Waitron Handbook service Reference Book version 5 aug 2002 doc Page 63 of 105 Updated 29 08 02 gt The guest will leave with a negative attitude and all your hard work and great service will be forgotten gt NEVER ASSUME ASS U ME Cheques gt The majority of restaurants have a strict rule on accepting cheques gt Please check to see what your store s policy is on accepting cheques as a form of payment gt If your store does not accept cheques it should be stated somewhere in the store gt If your store does accept cheq
129. ues please check the following Check that the date is correct that day s date The name of your Spur is on the cheque and it is not a Cash cheque The amount has been written out correctly with no spelling mistakes and the word only has been written at the end The amount has been filled in and the final two zeros are at the end of the block The person has signed the cheque gt The cheque has been crossed and not negotiable has been written on it gt Or Bearer has been crossed out gt The person s ID number address and telephone numbers are written on the back of the cheque Example of a cheque FIRST NATIONAL BANK 753 309 ST GEORGES MALL DATE DATUM O OR BEARER D OF TOONDER olt o MR A SMITH 0142 3987416 34460082410 03 Credit Cards Demonstrate by using the credit card machine gt If there is a power failure and the guest wants to pay with a credit card your store should provide a manual credit card machine Demonstrate using the manual credit card machine NB Always check the signature on the back of the credit card that it co insides with the signature on the credit card slip Check that the credit card is still valid Waitron Handbook service Reference Book version 5 aug 2002 doc Page 64 of 105 Updated 29 08 02 PRACTICAL EXERCISES ROLE PLAY Once this first step has been completed the group needs to practice their newly learnt
130. ug 2002 doc Page 58 of 105 Updated 29 08 02 ee Te eo g Ue ae be te g to tpg TEA Before serving the guest the tea check each piece of crockery for chips and ensure they are clean Place a Spur printed serviette on a Spur printed oval platter Stainless steel teapot should be pre warmed before filling them Hot water stainless steel jug Milk stainless steel jug Spur cup and saucer as mentioned above The cup should also be pre warmed with boiling water before serving The tea tray should be placed to the right hand side of the guest with all the handles of the items on the tray positioned to the right IRISH COFFEE Irish coffee glass Tot of whiskey Two spoons brown sugar Top with coffee Finish off with cream Sprinkle with vermicelli do not serve with a straw This is called on at the making section DOM PEDRO Called on at the making section Ice cream and tot of liquor topped with a marshmallow Served ona side plate lined with a serviette The straw is place on the side plate Waitron Handbook service Reference Book version 5 aug 2002 doc Page 59 of 105 Updated 29 08 02 GUEST COMPLAINTS Handling a guest complaint is probably the most emotionally trying situation you will have to handle Guests could be unhappy for 101 different reasons Often it s not your fault and they want to take it out on you their waitron It is very important that you know and understand how to deal wit
131. ug 2002 doc Page 54 of 105 Updated 29 08 02 gt Ensure there are clean and full condiments available on the salad valley or side station at all times eg mustards mint jelly chutney and tomato sauce gt Ensure that there are enough serviettes placemats wet wipes and wrapped straws in your side station gt Ensure that there are clean non slip trays available in store for transporting drinks and other food items gt If you are responsible for preparing the coffee in your store make sure that you have turned the coffee machine on and there is sufficient filter paper and filter coffee sachets for the shift Prep all the coffee cups saucers amp teaspoons gt Place sauce bowls serviettes teaspoons amp saucers next to the bain marie gt Fill your station with activity sheets amp crayons gt Clean the welcome mat gt Fill the doggie bag station with sufficient containers gt Prep wet wipes amp serviettes on to waffle plates stack as many as possible gt Place peppermints at the cash desk gt Check if you have reservations booked in your section gt Clean amp fill all sauce bottles NOTE Any item that is damaged chipped cracked etc and cannot be used in service must be made known to the manager on duty so these items can be removed and replaced MAINTAINING THE SALAD VALLEY gt If you are responsible for maintaining the standards of the salad valley you need to ensure the following
132. ve words and hand gestures to make your descriptions exciting SOME TIPS FOR SELLING gt Ask direct questions to establish what your guests want eg amp How hungry gt Feel like meat fish or Mexican this evening In for dessert These are certain questions that will help you to work out what to recommend gt Offer specific items eg How about an ice cold Castle is better than anything to drinks folks gt Offer a choice of items giving them a choice rather than a chance to say no eg We have delicious home baked desserts which would you prefer the brownies or apple pie Nod your head up and down when suggesting items this encourages guests to say yes Thank guests for their order saying that they ve made a good choice Recommend items to share eg desserts salads t YY 4 4 Recommend items to go with Eg devils fork with the main meal Snails as a starter to go with your main course rump sir Graca to go with your meal gt Offer desserts to take away when guests are full they ll be hungry again when they get home and it beats a chocolate bar at the end of the day gt Always recommend the salad valley even after taking an order Waitron Handbook service Reference Book version 5 aug 2002 doc Page 95 of 105 Updated 29 08 02 eg Oh by the way you probably saw our valley 22 crisp fresh salads piping hot veg all this including cheese biscuits and bre
133. waitron They are not to act as a runner cleaner delivery jockey they are to stay with the senior waitron amp observe amp listen to all procedures Definitions A Shadow shift Following an experienced person who will demonstrate how the job should be done while going about his her daily functions B Time in motion habits Working smarter instead of harder i e how long it takes a senior waitron to complete serving a table or tables gt Trainer Manager is to brief trainee amp senior waitron objectives for shift see next heading gt After the shadow shift discuss the shift with the trainee Encourage them to ask questions and to clarify areas of misunderstanding gt As the trainer it is essential that you obtain feedback from the senior waitron This allows you to have two opinions concerning the initial shadow shift From these feedback sessions you are able to decide whether or not they should repeat Day 6 or continue onto Day 7 gt Confirm the date and time of Day 7 training PROCEDURES SHADOW SHIFT Brief Senior Waitron Snr amp Trainee Shadow gt The Snr is to demonstrate all opening prep amp bay cleaning duties to shadow gt The Senior will introduce the trainee to each table before he she commences serving WHY e The guest knows who the trainee is and why they are there manners e The trainee feels more comfortable shadowing the waitron to each table Waitron Handbook service Reference Boo
134. will not know what our food looks like or how it is prepared Waitron Handbook service Reference Book version 5 aug 2002 doc Page 71 of 105 Updated 29 08 02 Q How can you recommend items to deaf guests 5 Supply them with the menu presentation album so they are able to see the food presentation and list of ingredients used in more detail Use the special boards which hang from our ceilings and the table talkers on the individual tables These bright colourful posters will definitely give the guest a wonderful visual description of our restaurant specials Write down your recommendations on some blank paper so they can read what you are saying This is for guests who cannot lip read For guests who can lip read you as the waitron need to stand directly in front of them so they can easily read your lips speak to them in your normal tone of voice and treat them as you would any other person Points to remember when serving a deaf quest Do not shout at them speak at a normal volume If they are lip reading do not over exaggerate your lip movements this will hinder their ability to understand you Use lots of hand gestures and body movements to describe yourself Offer them a pad and pen so they can communicate with you VISUALLY IMPAIRED GUESTS gt Visually impaired guests are still able to verbally communicate with you Therefore if a blind person enters our restaurant we should speak to the

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