Systems & standards

Question 1

When should you be done your side duties by

Answer 1

By the time your last table of the shift has paid you.

Question 2

What should you do before your shift

Answer 2

1) Pre-shift meeting with the manager on duty
2) Check your side duties for the shift
3) Check the Floor plan & do a thorough section check

Question 3

What happens in a section check

Answer 3

• Table settings & centrepieces are properly placed
• Chopstick holder is full & clean
• Candles are clean & fuel cells are full
• Bar menus are clean & complete
• Cutlery is polished, fr
• Napkins are free of water stains & wrinkles
• Booth seats & cheeks are wiped clean & in proper position
• Surroundings are clean & polished

Question 4

when should you ask if someone would like another drink?

Answer 4

when they have 1/3 left

they’re more likely to order another

Question 5

If one person at the table orders ___________ then you will automatically bring water to all the guests t the table

Answer 5

Red wine, Coffee, a spicy caesar or requests water

Question 6

What is the standard for drinks times?

Answer 6

From the time the server takes the order & walks away, to the time it hits the table should be no longer than 3 minutes.
(1.5 minutes to ring in the drink, 1 minute for the bartender to make them, 30 seconds to get them to the table)

Question 7

What do you do if the bar is taking longer than 1 minute for your drink

Answer 7

• Bring guests a glass of water

- Apologize for the delay & ask if they have any menu questions

Question 8

What do you do if you see drinks on the bar that aren’t yours?

Answer 8

Everyone runs each others drinks!! ur part of a team!! always carry a tray

Question 9

What do you do before you leave the table

Answer 9

• Are their drinks more than 1/3 full?
• Can you remove any chopstick wrappers or unused cutler from the table?
• Do they have everything they need to enjoy their meal?

Question 10

What is table maintainence & why is it important

Answer 10

If the guest isn’t using it, take it away. The only thing left at the end of their experience should be the glasses of water.

Question 11

Examples of browns team work!!

Answer 11

• We all greet guests who walk through our doors
• we run each others drinks
• we run each others food
• we clear each others plates
• we set each others tables
• we all contribute towards a guest focused, fun, cooperartive enviroenement and we help each other out

Question 12

What are the 5 steps of water service

Answer 12

1) Only bring water once you have offered each guest a beverage. No pre-sets for large groups
2) fil each water glass with Ice & water unless requested otherwise
3) Top each guests water when the glass is 1/3 full using the jugs from the server
4) Lift the glass from the table when toping up water
5) Never bring a lemon or a straw unless requested

Question 13

When do you automatically bring water

Answer 13

1) when the table has ordered drinks & 1 person at the table requests water, bring for all guests
2) If the guest is drinking red wine, Caesars, Coffee or has had more than 3 alcoholic beverages
3) If the guest is eating spicy food
4) When the guests would not like another beverage but are finished with the one they were working on
5) If the bar is backed up & not able to meet 1 minute bill time, bring them water & let them know that their drinks are still on the way. The guest should never sit for more than 3 minutes without a drink from the time they order one

Question 14

What are the rules about water jug service

Answer 14

• Use the jugs as a way to do table touch & ensure the guests are having a great experience
• Jugs should be filled with ice & water
• Do not leave stainless steal jug at table or in various places like the bar, patio etc.

Question 15

What are our tea options

Answer 15

1) English Breakfast - Black & caffeinated
2) Earl grey -Black & Caffeinated
3) Green - Lightly caffeinated
4) Chamomile - Herbal, Decaf
5) Mint - Herbal, Decaf
6) Black - Red rose, Caffeinated

Question 16

Rules about coffeee

Answer 16

1) When a guest orders a coffee, Always ask what they take in it
2) Coffee must be discarded & re-made every 45 minutes
3) Decaf is brewed to order
4) Always inform guests when you are brewing a fresh pot. It takes about 5 minutes.

Question 17

What is the set up like if you have one coffee

Answer 17

Side plate with a sugar caddie, 3 creamers (or a sidecar with milk) & a teaspoon. Coffee on side.

Question 18

Rule of thumb for more than 1 coffee

Answer 18

3 creamers per person. 1 small oval for 2-5 guests with creamers, Sugar caddie, & teaspoons

Question 19

what does a teasetup look like

Answer 19

Small oval, tea bag between cup & pot. One tea spoon in the front of spout. NO cocktail napkin.

Question 20

What are the service priorities

Answer 20

1) Greeting guests at the door
2) Food/Drink running
3) Greeting new tables
4) Billing & processing
5) Quality checks
6) Table maintenance
7) Side duties

Question 21

What are the allergy procedures

Answer 21

1) Accurately identify the allergy & its severity
2) Consult your chef for recommendations
3) Once the guest has decided on food, Infrom the EXPO, CHEF & MANAGER. The chef will double-check all ingredients related to the dish & use all freshly sanitized utensils when preparing it
4) When the bill is sold, there will be a tooth pick in the allergy dish
5) The EXPO confirms the allergy & call for a food runner & manager to run
6) Managers will run the food to the guest

Question 22

What do you do when a guest complains about a product they’ve received

Answer 22

• Take time to allow the guest to be heard
• Properly identify the issues
• Empathize & apologize to the guest
• Present a solution (Replace the item, bring something else, GC ect.)
• Engage a manager
• Thank the guest for their feedback

Question 23

What are the steps to cash outs

Answer 23

1) Print Sales Report
2) Fill out Cash-out slip
3) Count all credit/debit receipts & calculate total cash owed
4) Organize all parts of your cash-out (Not including the cash & staple them together
5) Have the bartender initial cash out to confirm they have received their tip out
6) Hand your cash-out reciepts, forms the cash to the manager who will then double check all calculations

Question 24

Who is authorized to perform ma discount on the POS system

Answer 24

Only managers

Question 25

What is QSA Server

Answer 25

Happens when the server has made an error that caused a menu item to be removed from the bill.
(For example, they ring in the wrong menu item & bring it to the table)
-We would QSA server this item & their replacement item

Question 26

what is QSA Kitchen

Answer 26

The server rang in the correct menu item but the kitchen either read the wrong item, or did not make the item to our standard. When this happens and the items hits the table, we would “QSA KITCHEN” this item & the replacement item. This is Void if the item never leaves the pass.

Question 27

what is QSA Bar

Answer 27

The server rang in the correct drink but the bartender either made the wrong item, or did not make it to our standard

Question 28

what is QSA customer

Answer 28

The guest ordered something that they simply did not like

Question 29

what is NCI

Answer 29

New customer incentive, used to take care of something for a first time customer