Service Knowledge Flashcards
How soon do we greet our guests?
Within 60 seconds
How do we know when a table has been greeted?
When the bread dishes have been fanned out.
What are the five key steps in the initial greet?
- Ask if they have ever been to bravo before?
- Describe features/soup of the day
- Offer 2 specific beverages/take order
- Offer specific apps, and that they will be started right away
- Ask if they are a rewards member
What is our bread presentation and service?
Foccacia bread served in metal basket with a napkin placed under it with one piece for each guest plus one extra for the table. It is served with dipping oil comprised of olive oil, sundried tomatoes, Rosemary, thyme, basil and garlic. It is served along with the beverages.
What are the service specs for water?
In a 16 oz glass, with straw on the side, refill with water pitcher
Service specs for ice tea?
16 oz glass filled with ice, refill with pitcher unless ice is needed then grab a fresh one
Service specs of tea?
Coffee cup, coffee spoon, tea pot with hot water, and choice of tea on an app plate.
Service specs of hot tea?
Coffee cup, spoon, tea pot filled with hot water, and choice of tea all on app plate
What 2 sauces accompany the calamari?
Creamy horseradish and pomodoro
Describe the crispy shrimp.
Marinated with buttermilk to keep tender, coated with rice flour, served with Napoli sauce (charred Roma tomatoes, lemon butter, garlic, green onions, Parmesan and Romano. 14 pcs
Describe the Sicilian pizza
Sauce, mozzarella and provolone, sausage pepperoni, meatballs, banana peppers, mushrooms, Parmesan and Romano.
Always smile, be friendly, and show ________ __________ for our guests.
Genuine concern
Always offer the guest a refill when their glass is _______ full.
1/3
Always ensure the guest has the proper ____________ needed.
Utensils
Sincerely inquire about guests ____________.
Satisfaction
Always follow through until any problem is _____________.
Resolved
Process guest checks :
Immediately
What is pre-bussing?
Clearing old plates to make room for new ones. Eg: removing appetizer plates before salads arrive.
Also, if you are not using a tray only pre bus one item per hand. Don’t stack dishes up your arms.
Avoid talking to a table with:
Dirty dishes in your hands
If the guest would like their food boxed:
Take the plate and box it for them, keep it nice
Once guests are finished with their entrees the only items remaining should be:
Glassware and linens
Do not bus onto ________ trays.
Large
Never put silverware inside of ____________, and do not stack glassware!
Glassware
Make sure the table gets reset with a sense of ___________.
Urgency.
Be aware of your surroundings at all times. Keep every area clean and pleasing to our guests with a sense of
Urgency
Pre bussing is also
Table manicuring
Salt is lined up with ________ pkts and pepper is lined up with ________ pkts.
Sugar and equal
Sugar caddies should contain ten of each:
Sugar, equal, sweet n low, and Splenda.
The natural place for a server to approach a table is:
The aisle in between Seats 1 & 4
What is better to say, “absolutely! Certainly! My pleasure!” Or “no problem!”
My pleasure, certainly, absolutely
Refer to the guests as “_______ and ______________”.
Ladies and gentleman
maintain professional environment at all times. We are a handshake not a “______ _______” company
High five
You can tell quickly whether they want you to be a part of their experience or be more in the background. This is called:
Reading tables
Offer ______ ________ a newspaper, and tell the manager so they can connect with them. Some will want to talk, some will want to be left alone.
Single diners
Provide crayons and allow _________ to color on the papers.
Offer to fire kids food first
Pizza dough for kids to play with and make
Kids cups.
Children
All food and beverage should be
Served in a tray
Large trays always require a
Tray Jack
If you need to reach across a guest say “. “
Pardon my reach
Never put anything on the table that is not being:
Consumed
What are the non-negotiables of BBRG service commitment?
- Service is our PLEASURE, never “no problem”
- There is always a moment of truth-when a guest can decide a positive or negative opinion about our service. Always strive for a positive opinion and never take anything for granted
- Validate the guest experience by asking how their spaghetti is or if their food is cooked right always ask never assume.
- Exceed expectations! The guest is always the guest. Blow them away!
- Serve with passion, be genuine in your service
Double check your tray to make sure you have everything and special requests are correct. Serve guests who are: ___________ ____ ________ first, and avoid elbow and armpits in their face.
Hardest to reach
Caution the guest if the plate is very _____.
Hot
Seat numbers are used to indicate each persons order, and will avoid you from ____________ who’s food you are placing down.
guessing
Always serve a plate with the logo at __________
12 o’clock .
If a plate doesn’t have a logo, serve it with the ______ closest to the guest.
Protein
Offer fresh grated Parmesan to any guests with ________, _________, or ________________.
Pizza pasta or flatbread
Grate cheese while the plate is __________, never while on the tray.
In front of them.
Never just walk away from the table, ask:
If there is anything else they need
If food needs to be run through the expo, is it considered “hot” or “cold”?
Hot
Once a table orders a dessert servers should ____________ with dessert spoons from the _______ ____ _______ tray.
Pre-course, mis en place
Running desserts is a shared responsibility and they should be ran:
As soon as the ticket is put in the pantry window
With hot indicates?
Served with a dish from the hotline
With cold indicates?
Served with items from the pantry station , make sure they go at the same time.
Solo indicates ?
There is only one item going to the table, it can go by itself
Large spoons are served with
Soup (placed on a BB dish), any shared appetizers, and long noodle pastas (4 o’clock)
Steak knives are served when?
Served with a steak or chop as part of the presentation (placed underneath the steak)
How is the table set up at bravo?
Sugar caddie with ten sugars of sugar, Splenda, equal, and sweet n low. Salt is placed on the white side and pepper is placed on the blue side. The lunch features are placed to the right, and bread plates are stacked in front of shakers.
The server needs to mention the rewards program before they present the ________.
Check
The reward card can either be presented as a _____ or downloaded as an ______.
Card or app
Guests can redeem how many awards per visit?
One
For lunch time is of the Essense, 45 minutes is our goal. Ask the lunch guests if they’re on a
Time crunch
Never walk by a table that hasn’t been:
Greeted
Never walk by the expo line without focusing on
Running food
Full hands in,
Full hands out
Check your entire station before you leave it for _________/_______ refills.
Beverage/bread
Pre bus down to ____________ is important for a quick reset of every table, and also should be done after every meal.
Glassware and linens
It should take 2 minutes to return with NA drinks, and ___ for alcoholic ones.
4
Take order and do what to ensure accuracy?
Repeat it back to guest
After taking the order, remove the what from the table?
Menus
Serve a course ring a course and recourse means what?
Wait to ring the following course out until the previous one has been finished, to ensure appropriate food timing.
Also, Pre bus old plates and dishware before next course
Check within his long to make sure everything is good?
2 minutes
After entree is complete, pre bus down to glassware and offer what and what?
Coffee and dessert menus
Inquire if the guests are what before presenting the check?
Rewards members
When picking up the check, always remember to let them know what?
You’ll be back with their change
All pizzas are what size?
10 inches, 8 pieces
