Support Training Manual
Contents
1. Always check your glassware for cracks and dried food before filling them Wipe off water spots UI Eating should be done only during an approved break No gum chewing mE Serve food from customer s left when possible Serve beverage from customer s right when possible Clear everything from customer s right when possible mE Serve women and children first then men Whenever you serve a course ask if there is anything else you can do for the table Remove soiled china and silver when the customer is finished mE Top off with offer of additional unlimited beverages or water whenever anyone is getting low Bring condiments to the table before they are needed Never walk away from a table without acknowledging its requests Always make sure the front of the house outdoor tables are cleaned first since that it the first thing new customers see Opening Procedures At the beginning of each shift 1 Attend to all essentials restroom clothing adjustments grooming before work 2 Clock in no sooner than 5 minutes before the start of your shift unless told otherwise from a manager 3 Check your station assignments based on your color code 4 Know your specials Whistling Kettle Support Training Manual Closing Procedures At the end of e2. Whistling Kettle Tea spop amp Cafe SUPPORT SERVER MANUAL Whistling Kettle Support Training Manual Contents lge Leg Lu RT H Support Functions amp Responsibilities 0 0 0 cece seessssececeeeceesesaaececeeeceesesaesececeesseeseuaeseeeescesseeuaeaeeeessessesenaees 3 THE GUEST e eaa Re E sab a E Ea EEE ETR 6 GE FI E E A A E E S A I T E eege 7 Quality Control EE 9 Personal AppeGaranCe s wisccee cicecicivacccdecinascveesancceaessencesesauccdeedsudicnessaysed SER EE SES EEGEN 10 SUBBESTIVE SEIN erisera eeen E opnnt ue teyse sda EAEE EE E EEE suetepae sts ehedteuetesayeed EEE EE EERE 11 Specials amp Features Of the day 13 ClOSINS QUA Ta EE 13 SAMIGAT a a A E A AS E E tras une A E E E A 14 Salet EE 15 Whistling Kettle Support Training Manual Introduction Congratulations on being selected to perform one of the most important challenging and rewarding jobs at the Whistling Kettle As a member of the support staff you will set the stage and have a direct impact on each guest s experience You will determine whether each guest feels welcome appreciated and well cared for Support staff consists of greeters who acknowledge customers who walk in the door seater runners who help seat customers at tables clear tables run food and fill in on the floor wherever possible tea tenders who prepare beverages and sometimes deliver them and cashiers who ring out customers Some days these positions might be assigned to one person i e tea
3. cords which may then cause shocks Report damaged and worn plugs and cords to your supervisor Preventing Cuts mE Know how to operate equipment Pay attention when using sharp equipment Never touch edges of sharp blades Use guards when provided on equipment Use tampers to push food into equipment Turn equipment off before adjusting No loose sleeves ties or dangling jewelry should be by equipment Use knives carefully Carry dishes and glassware carefully Sweep up broken glass do not use your hands Use special container to dispose of broken glass dishes and other sharp objects Remove can lids entirely from cans then dispose of them Whistling Kettle Support Training Manual Preventing burns Pay attention when working around hot equipment i 1 Conclusion There is a lot of information contained in this manual Believe it or not however there is even more information that is not We have given you the basics as we view them and how we would like them to be conducted There is no section in this manual concerning Teamwork The reason for this is that we feel this topic falls under the Common Sense category We expect our staff at the Whistling Kettle to possess this common sense from the word GO We want you
4. overall concept and the way our Restaurant is perceived in the minds of the guest You are entrusted with handling our guests needs and must therefore reflect cleanliness and wholesomeness at all times Always remember ID You are responsible for keeping your clothing neat and clean at all times There is no excuse for eporting to work out of dress code Do not wear scented lotion on your hands as it clings to glassware Whistling Kettle Support Training Manual IT A smile is part of your dress attire At no time will employees chew gum or eat while in the public areas of our store i 1 Make sure you were deodorant and smell clean IT ID Do not report to work wearing un pressed or dirty clothing or unkept hair Dress Code When you walk through the door of the Restaurant YOU ARE ON You will be informed of the dress requirements when you start with us Your dress attire also includes a CONTAGIOUS ENTHUSIASTIC ATTITUDE You are required to enter the building for your shift in FULL DRESS ATTIRE You are also required when you leave the building to be in FULL DRESS ATTIRE Your dress attire also includes the following without exception At least two pens fa 1 Smile IT Dining Room Dress Code Shoes Black shoes only with non slip soles that permit walking safely on wet or greasy floors Shoes u
5. tender cashier or later in the day the tea tender becomes greeter We adjust staff base on business levels so support staff need to know each area even if they are not always assigned to it We will provide you with the training you need to be successful We take great pride in our quality food selection of teas and friendly responsive service Our high standards can only be maintained through great people like you who share our values and desire to do the very best job possible for our guests every day Being part of the support staff it is essential that you maintain an energetic friendly and caring attitude at all times It is your responsibility to see that each guest is made to feel special and enjoys our fun atmosphere and great food and beverages The guidelines listed on the following pages have been established to help you in your effort to provide these qualities to our guests Along with the hands on training you will receive this manual will provide answers to questions you may have regarding your tasks responsibilities and operating procedures for the Whistling Kettle The Whistling Kettle s mission is to enrich the lives of our guests our employees and owners We do this through superior quality food and beverages legendary customer service sales growth cost controls and treating our employees like family We believe that our employees are our most important resource and our success depends upon creating and retaining a staf
6. to use the service tips in the manual along with your common sense and above all YOUR individuality to help create an atmosphere that will encourage good times for our guests and yourself When this happens you will be ensuring the success of not only the Whistling Kettle but also yourself GOOD LUCK
7. H A CUSTOMER or friend while on duty even if they ask you to The most neglected customer in the restaurant is the late customer People who come in the last few minutes of the evening are usually the best tippers They don t care how busy it was or how tired you are They are here to enjoy themselves Restaurants are noted for hurrying along late coming customers We are not rushing them but we must get their order because the kitchen is closing They may sit there and enjoy their meal for a reasonable amount of time Treat them as though they are the first customers of the day Whistling Kettle Support Training Manual BA tip should never be removed from a table while the customer is still there Unless however the customer hands it to you or motions for you to come and get it If you are clearing a table give the checkbook directly to the server or a manager Do not remove it LT amp If you are having a problem with a door hostess or another employee go directly to the manager Do ot harass the employee If you must go to the bathroom during the shift ask someone if they will please watch your station hile you are gone and inform a manager so that they are not looking for you Unauthorized persons are not allowed in the kitchen If one appears politely but firmly escort them ut and get the manager or whomever it was they wanted to speak to ie
8. Tea special m Discussion Groups of three or four idle employees All discussions should be held in employee reak area during approved break period o mm m Not acknowledging waiting guests mE Answering the phone with Hold please Greeting guests with a number i e Two instead of a smile and Welcome Will anyone be joining you for lunch today m Quality Control Quality control is a primary responsibility of every employee serving food and drinks to the customer You are the last person to come in contact with the food before the customer does If something does not look right or is not presentable DO NOT SERVE IT The saying People eat with their eyes is very true Make sure all of your products look good on the plates Things to look for before leaving the kitchen 1 NEVER yell or argue with a cook Go directly to the manager This will alleviate a lot of problems Whistling Kettle Support Training Manual 2 Clean plates Always check any plates mugs silverware and napkins before you present them to the customer 3 Correct portions Always check to see that the product is in the right portions Make sure you are taking YOUR order This can be very embarrassing at the table Always ask yourself if you would eat that item if it were brought to you 4 Call for back ups If something in the kitchen looks low and you are about to run
9. ach shift 1 Make sure your section is cleaned with all tables and chairs wiped Follow your color guide The manager may have additional tasks to perform before you leave 2 Complete assigned closing side work duties 3 Begin check out procedures 4 Clock out The Guest Never underestimate the importance of a guest J A guest is not dependent upon us we are dependent upon him or her J A guest is NEVER an interruption of our work he is the purpose of it J A guest does us a favor when he comes here we are not doing him a favor by serving him J A guest is part of our business not an outsider J A guest is not a cold statistic he is a flesh and blood human being with feelings and emotions like our own J A guest is a person who brings us his wants it is our job to fill those wants J A guest is deserving of the most courteous and attentive treatment we can give him a A guest is the lifeblood of the Whistling Kettle Am Your Guest You often accuse me of carrying a chip on my shoulder but I suspect this is because you do not entirely understand me Isn t it normal to expect satisfaction for one s money spent Ignore my wants and I will no longer appear in your restaurant Satisfy those wants and I will become increasingly loyal Add a little extra personal attention and a friendly touch and I will become a walking advertisement for
10. ain and again that have made a wise choice in selecting your restaurant above others You must convince me repeatedly that being a restaurant guest is a desirable thing in the first place can after all eat at home So you must provide something extra in food and service Something so superior it will beckon me from my own table to yours Do we understand each other Service Definition of service according to Webster To work for To minister to To set on a table for a meal To manage or work To deliver or transmit The Problem Webster never worked in a restaurant or took care of our guests The Whistling Kettle s definition of service The manner in which the customer is treated If you think we are in the restaurant business you are wrong We are in the business of retail sales We manufacture a variety of products and merchandise in our kitchen and bar Then we offer it for sale to customers in a display service area known as counter tops tables and dining rooms Unlike most retail operations such as department stores our product has a limited shelf life due to potential spoilage There is a greater sense of urgency for selling moving and serving our products Our Restaurant is not merely a place to eat or drink but rather a building designed to accommodate facilitate and promote the retail sales of food and beverage to customers through service We provide service as a way of making sales to our guests To Serve I
11. e trips are better than one catastrophe 3 mE If an order is delayed in the kitchen or tea bar first inform the manager and then tell the servers so hey may update customers ot UI Learn to use your time wisely If you are a runner pick up dishes check for food that can be run and circulate throughout the floor Tea tenders should use lulls to check for iced tea levels etc Always be prepared and try to maximize your efficiency During service ask yourself if you would be happy with the job you did m If one person asks for something at a table make sure you ask everyone at the table if they too would like that item This will save you a lot of extra trips If one person requests more iced tea asked everyone else When pouring tea or water never handle the rim of the glass and always take the glass off the table nd pour in the aisle w Whenever you are reaching across someone or serving in front of someone excuse yourself Always keep your fingers and thumb off the plates you serve mE Punctuality is very important If you get to work late you start out behind BE ON TIME We know that servers work for tips The tips they make flow down to the support staff If they make ess tips you ll get less tips Strong support staff ensures happy customers and better tips for everyone NEVER SIT DOWN WIT
12. f capable of delivering an exceptional dining experience to every customer every time Our Mission statement simply put C A R E S D Customers are our focus ES Attitude affects everything Whistling Kettle Support Training Manual A Respect others have fun 2 Earn profits for everyone 2 Service is EVERYTHING Once again welcome to the Whistling Kettle Team Support Functions amp Responsibilities Successful sales and service result from confidence which can only be developed through knowledge We will provide you with ample material to develop the necessary knowledge and confidence in relation to service techniques the menu and the tea list Our support staff is broken down into certain areas of responsibility You may be trained on one or more of these responsibilities All support staff work as a team There are times when one station may get overwhelmed and other staff members may be required to assist Each support position greeter runner tea tender has a training guide with essential knowledge and responsibilities You as support team member for the Whistling Kettle must learn these responsibilities General Job Guidelines and Responsibilities i 1 You will be given one or more training guides Make sure you know all aspects of the guides P P P P Proper planning prevents poor performance Check your stations and supplies so that you o not
13. ican Express All other methods of payment i e Travelers Cheques require management approval Be certain that all of your side work and closing duties are done 2 Make sure that you are in full dress attire at all times while in the front of the house 2 Have a manger do any deletions of voids over rings and promo tickets You never sit down to eat drink or smoke until all of the above are completed Starting your checkout before all your customers are finished is grounds for termination Over Rings Or Voids Any time you make a register mistake of an item you did not want to ring up Get a manager immediately to correct this on the register and notify the kitchen or bar NOT TO PREPARE THAT ITEM Over rings and voids are register mistakes of items never served or prepared Now You Are Ready To Check Out 1 Arrange your credit cards receipts signed copies 2 Print out your readout 3 Confirm your adjusted cash net deposit and your tips balance 4 Have all money counted and faced Sanitation The responsibility of management and staff to protect the public from food borne illness is fundamental A food borne illness is simply a disease that is carried or transmitted to human beings by food Throughout your training you will receive information concerning proper temperatures of food storage and serving as well as cleanliness standards proper use of chemical cleaning and disinfectant product
14. ning stationary equipment mE Unplug equipment and make sure hands are dry Disassemble i 1 ID Wash removable parts in dish machine or three compartment sink Wash and rinse stationary parts i 1 Sanitize food contact surfaces with sanitizer fa 1 Air dry before reassembling without touching food contact surfaces ID v reventing falls i 1 Wipe up spills immediately Whistling Kettle Support Training Manual Use wet floor signs Wear shoes with non skid soles and heels 5 Walk and do not run Follow established traffic patterns Do not carry anything that blocks your vision 3 Keep drawers closed Use ladders properly never use chairs tables or boxes Do not stand on top of ladder and do not over reach Turn lights on to see amp Never run in the kitchen The floor may be wet Never leave anything on the floor including ice from the ice machine Preventing electric shock oo mE Never touch electrical equipment with wet hands or while standing in water Unplug equipment before cleaning or disassembling to avoid shock Do not yank plugs out by cord This can cause damage to the
15. of jasmine and Citrus Beer Coffee Tea Desserts Desserts It is a good time to remind guests to save room for dessert when you return to their table to check on the entrees At this time you may want to suggest a few dessert items to plant the thought Later when clearing the table ask your guests if they are ready to try dessert You can then begin to describe a few of your favorite dessert items In today s health conscious fat free society customers stay away from desserts NOT TRUE We will try to offer some low fat desserts but you the server can always suggest splitting a dessert and bringing out additional forks or spoons This is effective salesmanship that will increase your check and also enhance your guests experience Closing Out A Table Presenting the Check Before presenting the check look it over to make sure you have charged for everything correctly To go orders should be checked for accuracy After you have determined that the check is correct give the check in a booklet to the host of the table if known or place it in the center of the table and say Thank you REMEMBER the process of closing out the check is the time when the guest is deciding on the tip amount A bad impression here can undo all previous good impressions and have a direct effect on your gratuity Whistling Kettle Support Training Manual Methods of Payment Approved methods of payment are cash VISA Master Card and Amer
16. out TELL SOMEONE If you take one of the last bowls of soup call for back ups If the salad is warm or wilted do everyone a favor and say something before the customer is served 5 When bringing out drinks be certain the glass is clean Make sure the tea pot is clean wipe down water spots with a towel The china marker should be wiped clean and be in small letters 6 Cold food is as equally important as hot food Make sure cold foods are going out cold not warm or cool but cold 7 Bring necessary condiments with order i e dressings sides simple syrup 8 If the customer is not satisfied or there is obviously something wrong at the table i e cracked glass foreign object in food not cooked properly etc use the following steps Apologize fa il ID Remove the items immediately Em Get a manager Management will take the necessary steps in making sure that the problem is corrected and that the customer is 100 satisfied 10 Remember the appearance of the exterior of the building the greeting of the host the cleanliness of the restrooms the appearance of the staff the quenching taste of our beverages the flavor and freshness of our food are all equal quality points WE must control for the experience of our guests Personal Appearance Your overall image is our image You make a distinct impression on each of our guests The image you create can enhance or detract from our
17. run out of anything in the middle of service ID joe When handling plates or food never let your hand touch the eating surface or the food Know your schedule IT Know what time to be here for each shift i il Know what the daily specials are IT Know the history of the restaurant in catalog i 1 Know the menu i 1 ID Know the managers a il Avoid any long conversations at any particular table This will only upset your other customers Whistling Kettle Support Training Manual Clear your mind of everything except work when you walk in the door Guests can tell when an employee is not totally mentally present with them at the table and it has a negative impact on the guests experience and the server s tip If you get behind ask for assistance You ll never get in trouble for asking g Keep yourself geared up so that you are ready for any rush We get most of our complaints during the Restaurant s slow period Don t ever stand around or lean on anything You can always be cleaning Running clean up wiping shelves or the sales station taking bus tubs to the back etc A server never goes into or leaves the kitchen empty handed Full hands in full hands out mE Always be sure that all your food is secure when you leave the kitchen Never attempt to carry too uch Two saf
18. s It is our objective to operate the restaurant at the highest level of cleanliness and sanitation for the benefit of our customers and employees Whistling Kettle Support Training Manual Safety In addition to a clean and sanitary environment the Whistling Kettle provides a safe environment One of our goals here at the Whistling Kettle is to operate an accident free restaurant A safe restaurant takes teamwork and effort on everyone s part Whenever you see a potential hazard or something you notice as unsafe notify a manager immediately Always wash your hands after you Smoke eat use the restroom touch money raw foods or your face hair or skin cough sneeze or low your nose C fim Comb your hair handle anything dirty Before and after taking a break Dispose of waste properly i 1 Take garbage out frequently ID Keep garbage areas clean and sealed fa il Clean and sanitize garbage cans regularly Report any holes where an animal can enter ID Handle ice and tableware properly ID Use clean scoops or tongs to pick up ice do not use hands or glass Ir il Store scoops or tongs in a clean container not in the ice Do not store any food or beverage in the ice ID mE Avoid touching food contact surface with dishes utensils etc When clea
19. s To Sell You don t buy coal you buy heat You don t buy circus tickets you buy thrills You don t buy the paper you buy the news You don t buy glasses you buy vision Whistling Kettle Support Training Manual You don t buy dinner you buy sales and service The difference between a restaurant and other retail sales organizations 1 In a restaurant we manufacture AND sell our product under the same roof 2 In a restaurant we know our guests are here to buy not browse 3 In a restaurant our guests may return as many as two times a day Although this is unlikely some guests may be regulars day after day No one buys the same shoes pants or socks three days in a row 4 Department stores provide service Restaurants provide hospitality a warm feeling from feeding both the body and the soul 5 More entertainers open restaurants and bars than department stores Why Because this is showbiz Our function as a Restaurant is to acquire and maintain business to turn casual customers into loyal repeat guests Five basics of service excellence 1 Look at me 2 Smile at me 3 Talk to me 4 Listen to me 5 Thank me Remember every restaurant owes its existence to its customers When a customer forms an opinion of any food establishment service and food presentation stand alone No matter how beautiful the surroundings or how delicious the food poor service will certainly ruin the entire dining experience When de
20. ssistance g Expose the customer to a new and different product he may not have tried if you had not recommended it Thus he may return with friends and has more reasons to tell others about the Whistling Kettle Learn a new tea in detail each week and talk about it with your guests Suggestive selling and making personal recommendations is another aspect of good service Eventually it will come easily as you build your self confidence If a customer loves a tea you recommended suggest a tin or 40z bag let them take the tea home with them If you don t have time have a manager or a support staff member talk more about tea We want the customers to learn as well as have a good time Whistling Kettle Support Training Manual Specials amp Features of the day Each day at pre shift meetings that day s Specials will be discussed at the Whistling Kettle We offer daily specials for two reasons 1 To limit the amount of time having to tell each customer what the specials are Our quiche soups scones types change daily 2 To allow us to test items for future menu development When presenting the specials you should start with drink specials then soups and entrees In describing the specials you must use adjectives which will entice the customers Bad Example Our iced tea is Shaolin s Grove Good Example Our featured tea is Shaolin s Grove which is a combination of 3 premium green teas white tea and a hint
21. st be clean Socks must be dark preferably black i 1 3 Pants amp Belts Black pants only Pants must be long enough to touch the top of the shoe Solid color lack belts must be worn with pants that have belt loops Black skirts are also ok must be knee length o DUT Shirts Uniform shirt i 1 Appearance Clean and well groomed hair Hair pulled back off the shoulder Well groomed hands ngernails and fingernail polish Facial hair should be neat and well trimmed IT mE Accessories No excessive cologne perfume make up or jewelry No earrings longer than 1 inch No at or unauthorized buttons can be worn gt Apron Black waist tie with pockets i 1 Suggestive Selling People don t like to be SOLD Effective suggestive selling is subtle You are doing the guest a favor looking after his best interests by offering your knowledge and expertise and making honest recommendations Many of our guests are not familiar with our daily specials As their intermediary you are in the position to smooth the way for a confused guest Above all be sincere and honest Always do what you truly Whistling Kettle Support Training Manual believe is in the guest s best interest Recommend items you know are superior and you are certain they will enjoy NEVER OVER SELL Always allow the guest to finish ordering before you start suggesting Be a
22. veloping good service promote these qualities promptness courtesy good manners enthusiasm and teamwork In short project a professional attitude Unless you attain this goal you will not be able to provide the high quality of service we expect here at the Each time you service a table our reputation rests in your hands You have the power to influence the opinion of those people If they are happy with you and your service they will probably return They may also recommend the restaurant to their friends However if they are not happy In order to be properly efficient service people must be constantly aware of their customers needs Anticipate what they will want Learn to read expressions and body language If a customer is frantically rubber necking waving his arms or nodding chances are he needs something The more he must ask for service the less enjoyable his evening will be The tip he leaves you will reflect his feelings You will be trained by our most experienced qualified people The more attentive enthusiastic and patient you are the sooner you will develop the work habits which make you an excellent support staff person capable of taking great care of our guests and be rewarded financially too Whistling Kettle Support Training Manual Servicing the public in any business requires a vast amount of humility and patience Always maintain a friendly but professional attitude If you need help ASK FOR IT Even if
23. ware of what the guest is ordering and make sure he understands what he is getting Don t ask the guest a yes or no question This requires him to make a decision Remember people come here to relax not think If you display confidence and complete product knowledge the guest will trust your judgment and allow you to take care of him To sell effectively you must sometimes bring a need or desire to try something to the surface Make sure you use the right type of language People like to buy but hate to be SOLD For example Do you need a tea infuser If the guest responds No your suggestion is over before it got started oy Our Mist iced tea makers use cold brewing which makes for a smooth easy drinking tea With this approach you have exhibited your knowledge and the guest has now developed confidence in you This will greatly enhance your opportunity to make this sale and make other recommendations Not every guest is going to buy tea and merchandise but we know that Every Customer Is planning to spend money mE Wants to have helpful service no matter if they are coming in to buy loose tea or take out If you keep these two facts in mind you will be amazed at how easy it is to sell providing of course you possess the necessary knowledge and confidence Through suggestive selling you can Often a customer who you go out of the way to help will tip for your a
24. you When I criticize your food and service to anyone who will listen which I may do whenever I am displeased take heed I am not dreaming up displeasure It lies in something I perceive you have failed to do to make my eating experience as enjoyable as I have anticipated Eliminate that perception or you will lose my friends and me as well I insist on the right to dine leisurely or eat in haste according to my mood Whistling Kettle Support Training Manual I refuse to be rushed as abhor waiting This is an important privilege that my money buys If I am not spending big money this particular time just remember if you treat me right I will return with a larger appetite more money and probably with my friends Lam much more sophisticated these days than I was just a few years ago I ve grown accustomed to better things and my needs are more complex l m perfectly willing to spend but insist on quality to match prices I am above all a human being am especially sensitive when I am spending money I can t stand to be snubbed ignored or looked down upon Whatever my personal habits may be you can be sure that I ma real nut on cleanliness in restaurants Where food is concerned demand the strictest sanitation measures want my meals handled and served by the neatest of people and in sparkling clean dishes If see dirty fingernails cracked dishes or soiled table clothes you won t see me again You must prove to me ag
25. you become an excellent support staff member there will be times when you will get behind Have enough consideration for your customers and the house to get assistance WHEN NECESSARY Remember Teamwork no business can survive without it We have provided you with a service manual In it we have outlined some helpful suggestions to make your job here more profitable and enjoyable These are the tools of your trade Use them wisely and they will help you prosper Arrive on time for your shift properly dressed with scrubbed hands and nails uniform on and clean shoes If your appearance is sloppy your performance will be sloppy Your appearance dress posture and expressions broadcast to everyone how you feel about YOU Take pride in yourself and others will be proud of you If you wish to change at the store please make sure you do so BEFORE your scheduled arrival time and not on the clock Don t be afraid of customers 90 of the people dining out won t notice a small mistake Be relaxed but alert and efficient Always be in control of a situation Be strong yet polite Always be yourself Develop your own tableside manner Avoid using repetitious phrases or seeming plastic Your customers will know you are faking it and they will resent your attitude Customer service turn offs mE Do you know what you want versus May I take your order Not knowing what they are drinking i e I think this is the Plain Iced
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