Welcome Restaurant Server As a restaurant server you

Welcome!

Restaurant Server As a • • • restaurant server, you are responsible for: Preparing for service Greeting guests Taking the order Serving the order Creating a friendly atmosphere where guests can enjoy themselves • Closely monitoring guests’ alcohol consumption • Completing service • Helping coworkers as needed

1. All Employee Knowledge Course Structure 2. Position-specific knowledge: Restaurant Server 3. Job breakdowns: Restaurant Server

All Employee Knowledge: Learning Objectives

Understand Identify Understand List • Understand property standards for personal appearance. • Identify property standards and policies regarding uniform. • Understand your property’s social media policy. • List employee policies that affect you.

List • List property policies regarding parking, pets, and guest reservations. Identify • Identify airport and local transportation options. Explain • Explain the purpose of the Manager on Duty (MOD). Define • Define guidelines for the use of property facilities. Differentiate

Discuss • Discuss property lost and found procedures. Explain • Explain property recycling programs and procedures. Explain • Explain your role in your property’s security. Understand Identify • Understand procedures to follow in case of emergency.

Describe Understand Describe Recall Understand • Describe OSHA regulations that pertain to your position at the property. • Understand safe lifting guidelines. • Describe best practices for assisting guests with disabilities. • Recall ways to provide exceptional guest service.

Identify • Identify best practices for working with your team and other departments. Explain • Explain policies on guest communication, including telephone and elevator courtesy. Identify List Explain Identify • Identify ways to handle and resolve guest requests and complaints. • List the locations of points of interest guests might inquire about on and off your property. • Explain the significance of VIPs.

1. Employee Responsibilities All Employee Knowledge 2. Your Property Safety Regulations Quality Guest Service

Employee Responsibilities

Personal Appearance Uniforms Social Media and Phone Policies Employee Policies

Your Property

Your Property’s Fact Sheet Property Policies Airport/Local Manager Transportation on Duty Use of Property Facilities Lost and Found Recycling

Safety Regulations

Security and Safety Awareness Emergencies Bloodborne OSHA Safe The Pathogens Regulations Work Habits Americans with Disabilities Act

Quality Guest Service

The Power of the Guest Story Reputation Management Teamwork and Communication with Other Departments Guest Communication Handling and Resolving Guest Requests and Complaints Escorting Guests and Giving Directions VIPs Dealing with Guests Under the Influence of Alcohol

Position-Specific Knowledge: Learning Objectives

Describe List • Describe ways that restaurant servers work together to meet superior performance standards. • List basic kitchen safety guidelines that restaurant servers should follow. Discuss • Discuss sanitation regulations restaurant servers must follow, including keeping foods out of the temperature danger zone. Identify • Identify menu omissions and substitutions available at your property. List

Describe • Describe how to set up the restaurant and sidestations. Explain • Explain how to safely prepare and carry service trays. List • List various types of glassware, dishware, cutlery, and linens used at your property. Demonstrate • Demonstrate customer-service oriented ways to greet and seat guests and approach the table. Discuss

Review • Review the steps for taking food orders. Explain • Explain how to suggestively sell and upsell. Explain • Explain how to serve beverages, serve a meal, and check back to the table. Discuss • Discuss how to respond to dissatisfied guests. Explain

Discuss • Discuss ways to prepare takeout items. Explain • Explain how to present guests checks and settle bills. Outline • Outline the sequence of service for breakfast, lunch, and dinner. Define • Define terms associated with alcohol service, including types of beer, wine, and liquor. Identify • Identify procedures for dealing with guests under the influence of alcohol. List

1. Getting to Know the Restaurant Server Position-Specific Responsibilities 2. Pre-Meal Preparation During the Meal

Getting to Know the Restaurant Server

What is a Restaurant Server? Working as a Team Kitchen Safety Health Department and Sanitary Regulations Restaurant Menus Food Preparation Terms and Timing Food and Beverage Equipment Terms

Pre-Meal Preparation

Sidestations Trays and Tubs Glassware Types and Uses Dishware Cutlery Linens Terms

During the Meal

Approach the Table Anticipate Guest Needs Serve Beverages Take Food Orders Suggestive Selling and Upselling Serve the Meal Check Back on the Table Respond to Dissatisfied Guests

Maintain Tables Check Stations Sell After-Dinner Items Prepare Takeout Items Present the Guest Check Settle Guest Checks Follow the Sequence of Service Alcoholic Beverages Responsible Alcohol Service Tipping Policies

Job Breakdowns

Use Trays and Tubs Check Salt and Pepper Shakers and Grinders Check Sugar Caddies Check Condiments Prepare Pre-Meal Lemons and Garnishes Set Up Bread Stations Set Up Hot Beverage Stations Set Up Espresso and Cappuccino Stations Set Up Water and Iced Tea Stations Set Up Ice Buckets Set Placemats and Tablecloths Set Place Settings Set the Center of the Table Use Linen Hampers Handle Set Trash Cans Up the Dish Breakdown Station Take Restaurant Reservations Maintain the Buffet

Welcome During the Meal and Seat Guests Take Orders Take and Process Beverage Orders Serve Food Orders Check Back with Guests Serve Coffee Serve Hot Tea Serve Espresso and Cappuccino Serve Bottled Wine/Champagne/Sparkling Wine Maintain Sell and Clear Tables After-Dinner Items Prepare Takeout Orders Present Check and Process Payment

After the Meal End-of-Shift Clear and Reset the Table Break Down Stations Complete End-of-Shift Duties