13 Steps Of Service

Question 1

1. Door Awareness, Greeting, and Seating

Answer 1

• Eye contact, smile, engage.
• Make room and get them in the building.
• Make a connection (Guest loyalty).
• Recon (Why are they here?).
• Server and hostess communication.
• Mix up your greetings.
• Every guest must be greeted within 30 seconds.
• Coats can be checked at both locations and is complementary.
• Door awareness, greeting, and seating is EVERYONE’S responsibility!

Question 2

2. Menus Provided

Answer 2

• Read the guests, start the relationship with the table.
• Use your props to work into selling (feature items, wine list menus etc).
• Always ask if they would like anything on your first visit to the table.
• Guests want to see our offerings regardless of what they think they may want on this visit.
• Food/Gin focused at The Derrick and Food/Bubbles focused at Untitled.
• Water and coaster placement by server or hostess at initial greeting.

Question 3

3. Guest Options and Suggestions

Answer 3

• Showcase product knowledge.
• Build guest confidence.
• Make suggestions, read your audience.
• Exceed expectations.
• A suggestion elevates an experience.
• An indecisive diner is an opportunity, don’t leave the table if they can’t decide. Help them make a choice.
• Use accurate, describing words.
• Identify the alpha diner (which guest is “running” the table?).
• Never answer questions in the negative (“I’ve never had that”). If it does happen (allergies, etc) finish with a positive.

Question 4

4. Take Drink Order and Deliver Beverages

Answer 4

• Know your garnishes, correct bartender/chef when needed.
• Learn guest habits and preferences (lemons, limes, did they eat the olive, napkin on a beer).
• Coaster/napkin placement at Untitled (Coaster with any beverage with no stem, napkin with any beverage with stem).
• Order drinks not rounds if possible.
• Dirty Martinis, bring shot glass for pits.
• A great time to suggest an appetizers.
• Importance of eat numbers, especially at The Derrick.

Question 5

5. Obtain Food Order

Answer 5

• Learn your short hand.
• Organize your notepad.
• Organize seat numbers, try to remember names.
• Offer appetizer to start.
• Be aware of your section when walking into a large food order. Ask for help if you need!
• Emphasize writing orders down, side modifiers, add ons, and allergies.
• The Kitchen AND Management should be made aware of any allergies.

Question 6

6. Pre-Sets

Answer 6

• Anticipate your guests needs.
• Make sure everything is clean, full, and presentable.
• Be aware of what pre-sets are appropriate.
• Make sure pre-sets are out before the food!

Question 7

7. Beverage Awareness

Answer 7

• Don’t be afraid of fresh glassware.
• Refills, refills, refills!!!
• Water is VERY important.

Question 8

8. Deliver Food

Answer 8

• Speak to your expo before kitchen.
• Be aware of your hand placement.
• Make sure expos is aware if table has special needs. You may not be the food runner.
• Advise expo of all table transfers before food is ready.
• Know what you are delivering. Any modifications, steak temps, allergies etc.
• Romance your dish by using 4 tasting notes.

Question 9

9. Quality Check

Answer 9

L.E.A.R.N

L - Listen 
E - Empathize
A - Apologize
R - React
N - Notify

Question 10

10. Section Maintenance

Answer 10

• Clean cloths and spray bottles when wiping.
• Salt and Peppers are full and clean.
• No fingers in bottles or glassware. Do not “claw” hand someone a drink.
• Don’t leave trays or anything dirty on empty tables or bar.
• Shooters are messy, wipe after every round.
• Wipe all seats.
• Straighten chairs and tables as needed.

Question 11

11. After Meal Offerings

Answer 11

• Timing is everything!
• Check drinks.
• Service vs. Hospitality: This is a big opportunity to show how much your care about their experience.
• Follow up on a previous mention of dessert, coffee, tea etc.
• Stop and engage, no “fly-bys”.
• Watch for full mouths, avoid engaging at this point.
• Never rush guests.

Question 12

12. Delivering the Bill and Collecting Payments

Answer 12

• Always present the bill using a billfold or promo sheet.
• Have the debit/cc terminals ready.
• Pre-print lunch bills if needed.
• Never ask if they want change, just bring them their money.
• Never count money in front of guests.

Question 13

13. Thank You

Answer 13

• Promote the rest of the week.
• Talk about their next visit.
• It’s your business, sell it!!!
• It is EVERYONES responsibility to say goodbye!