To blog αυτό δημιουργήθκε σε άσχετο χρόνο και συγκέντρωσε εμπειρίες του γράφοντος από διάφορα στάδια της εκπαιδευτικής και εργασιακής του σταδιοδρομίας. Οι πληροφορίες προέρχονται από διάφορες ξενοδοχειακές, εστιατοριακές και ιντερνετικές πηγές και σκοπό έχουν να στείλουν μηνύματα, να προβληματίσουν ή να ενημερώνουν τους αναγνώστες.

Παράδειγμα οδηγού ρομπότ

ΚΑΘΗΚΟΝΤΑ ΠΩΣ ΠΑΡΑΤΗΡΗΣΕΙΣ Ο ΡΟΛΟΣ (ΤΟΥ ΒΟΗΘΟΥ) * Παρουσιάστε τη θέση εργασίας και δώστε οδηγίες για μια πετυχημένη επαγγελματική εμφάνιση. * Ειδική ορολογία

  • ΚΑΘΑΡΙΣΜΟΣ ΕΣΤΙΑΤΟΡΙΟΥ
  1. Περιβάλλων χώρος και εξοπλισμός
  2. Οδηγίες για τη προμήθεια και χρησιμοποίηση ειδών καθαρισμού
  3. Αναγνώριση των αντικειμένων και των χώρων που πρέπει να καθαριστούν , να ξεσκονιστούν, να πλυθούν ή να γυαλιστούν.
  4. Οδηγίες λειτουργίας καί χρησιμοποίησης ηλεκτρικής σκούπας πχ και (μπρίζες ασφάλειες)
  5. Αναγνώριση βοηθητικών χώρων και εξοπλισμού (ντουλάπια, καφετιέρες, αποθηκευτικοί χώροι, μπουφές)
  6. Οδηγίες τοποθέτησης λινών ακαθάρτων και καθαρών
  7. Οδηγίες χρήσεως και μέτρα ασφαλείας
  8. Στάνταρντ
  9. Δύσκολες περιοχές , σακούλες σκουπιδιών
  10. Ντεμπαρασάζ
  • ΠΡΟΕΤΟΙΜΑΣΙΑ ΕΣΤΙΑΤΟΡΙΟΥ (Μιζ-αν-πλάς)
  1. Αλλαγή λινών τραπεζιών
  2. Αλλαγή ακαθάρτων λινών με καθαρά
  3. Ταξινόμηση λινών, ασημικών και άλλων ειδών
  4. Αλλαγή τραπεζομάντιλου κατά τη διάρκεια του σέρβις
  5. Δίπλωμα πετσετών
  6. Οδηγίες χρήσεως, καθαρισμού και γυαλίσματος ειδών
  7. Καθημερινό στρώσιμο τραπεζιών, ειδικές περιπτώσεις
  8. Οδηγίες για τα μενάζ (τασάκια, λαδόξυδα, αλατοπίπερα κλπ)
  9. Προετοιμασία τάμπλ-ντε-σερβίς και του χώρου για μιζ-αν-πλάς.
  10. Πρόβλεψη αποθέματος υλικών.
  11. Φροντίδα για σάλτσες, μενάζ κλπ
  12. Όταν είναι απαραίτητο
  13. Πού πότε, πετσέτα τραπεζοκόμου
  14. Παρουσίαση και οδηγίες χρήσης και συντήρησης διαφόρων υλικών
  15. πορσελάνης
  16. Ασημικών
  17. Γυαλικών
  18. Στάνταρντς υγιεινής
  19. Τάμπλ-ντ'οτ, αλα-κάρτ
  20. Στάνταντς υγιεινής
  21. Καθαρά και σιδερωμένα
  • ΕΛΕΓΧΟΣ ΠΡΙΝ ΑΠΟ ΤΟ ΣΕΡΒΙΣ
  1. Αναγνώριση πόστου εργασίας (τραπέζια, πόστο)
  2. Πρίν από την εργασία
  3. Μελέτη και κατανόηση μενού (Μαίτρ)
  4. Οδηγίες για την αποπεράτωση της μίζ-αν-πλάς (μενάζ, μενού κλπ)
  5. Τελικός έλεγχος τραπεζιού πρίν το σέρβις 
  6. Πόστο, κουβέρ, συνάδελφους
  • ΤΕΧΝΙΚΕΣ ΔΕΞΙΟΤΗΤΕΣ (Εκτός εργασίας)
  1. Βασική εκπαίδευση εκτός εργασίας
  2. Πως δουλεύεται το κουταλοπήρουνο
  3. Μεταφορά πιάτων
  4. Χρησιμοποίηση δίσκου
  5. Χρήση πετσέτας τραπεζοκόμου
  6. Ντεμπαρασσάζ (αποκομιδή) ακαθάρτων
  7. Τυπικές εργασίες κατά τη διάρκεια του σέρβις
  8. Οδηγίες για τη ροή της εργασίας. (από πού παραλαμβάνονται τα φαγητά, που τοποθετούνται τα λερωμένα, πού πάνε τα αποφάγια)
  9. Πρακτική εξάσκηση
  10. Λήψη και εκτέλεση παραγγελίας
  11. Μίζ-αν-πλάς και ντεμπαρασάζ ειδικών σκευών και ειδών
  12. Η σειρά των φαγητών κατά την εκτέλεση της παραγγελίας και διάφορες τεχνικές ντεμπαρασάζ
  13. Σειρά γλυκού, τυριών, καφέ
  14. Σέρβις από τρόλεϋ (καροτσάκι)
  15. Εργασίες για το σέρβις των κρασιών, απεριτίφ, λικέρ
  16. Διαδικασία εξόφλησης των λογαριασμών
  17. Εξυπηρέτηση μετά την πώληση
  18. Άμυλα
  19. Ενδυνάμωση της αυτοπεποίθησης
  20. Σημεία προσοχής
  21. Είδη σέρβις
  22. Συμπεριλαμβάνεται και ο καθαρισμός του τ-ν-σ
  23. Έλεγχος μερίδων
  24. Παρουσίαση βασικές γνώσεις κρασιών

  • ΚΟΙΝΩΝΙΚΕΣ ΔΕΞΙΟΤΗΤΕΣ ( Προσέγγιση πελάτη)
  1. Χαιρετισμός, κάθισμα, παρουσίαση κάρτας. Ευχάριστη πρόθυμη στάση
  2. Κάλυψη άμεσων αναγκών πελάτη (ψωμί, βούτυρο, ποτό)
  3. Εντοπισμός αναγκών του πελάτη
  4. Αναγνώριση αναγκών παιδιών
  5. Ειδικές απαιτήσεις πελατών (πχ αναπήρων, ΒΙΠ, αλλοδαπών )
  6. Δείξτε ότι τον αντιληφθήκατε
  7. Κάθε πελάτης έχει την προσωπικότητά του
  8. Ειδικό μενού, καρεκλάκι

  • ΤΕΧΝΙΚΕΣ ΠΩΛΗΣΕΩΝ

  1. Προφορικά
  2. Από το τηλέφωνο
  3. Ενέργειες σε περίπτωση που το εστιατόριο είναι πλήρες.
  4. Τεχνικές παρουσιάσεως μενού και δημιουργών του, σπεσιαλιτέ, συστάσεις κλπ.
  5. Τεχνικές πωλήσεως ποτών


  • ΕΙΔΙΚΕΣ ΠΕΡΙΠΤΩΣΕΙΣ
  1. Αντιμετώπιση παραπόνων και ασυνήθιστων καταστάσεων
  2. Χειρισμός περιπτώσεων (μεθυσμένων, αρρώστων κλπ)
  3. Αντιμετώπιση ατυχημάτων
  4. Αντιμετώπιση δύσκολων πελατών
  5. Μέτρα ασφαλείας
  • ΕΞΕΙΔΙΚΕΥΜΕΝΕΣ ΤΕΧΝΙΚΕΣ ΔΕΞΙΟΤΗΤΕΣ
  1. Παρασκευές που απαιτούν εξειδικευμένο σέρβις όπως
  2. (σαλιγκάρια, αστακός, χαβιάρι, σαλάτες κλπ)
  3. Σέρβις Ψαριού (κοπή)
  4. Κυνηγίου (κοπή)
  5. Φρούτων (καθαρισμός)
  6. Λαχανικών
  7. Φλαμπάζ
  8. Σέρβις μπουφέ
  9. Σέρβις κρασιού
  10. Ντεκαντάζ
  11. Κοπή πούρου
  12. Δύσκολα πώματα
  13. Εξειδικευμένες γνώσεις κρασιών, αλκοολούχων ποτών, λικέρ, ειδικών παρασκευών καφέ κλπ
  14. Γνώση και σέρβις σπεσιαλιτέ, τυριών (πού δεν συναντώνται εύκολα)
  15. Γνώση εποχιακών ειδών τροφίμων
  16. Ειδικές δίαιτες (θρησκευτικές,χαθλητικές, χορτοφαγία κλπ.
  17. ΦΛΑΜΠΑΖ χρησιμοποίηση γκεριντόν
  18. Λήψη μέτρων ασφαλείας
  19. Έλεγχος μερίδων
  20. Υγιεινή
  21. Οργάνωση
  22. Στάντρντς ασφαλείας
  23. Παρουσίαση
  24. Ανάλογη παιδεία
  • Η ΑΠΟΣΤΟΛΗ ΜΑΣ
  1. Η αποστολή μας, εδώ στο ...... είναι να λειτουργούμε ένα προσοδοφόρο ξενοδοχείο, σύμφωνα με τις προδιαγραφές και της απαιτήσεις της εταιρείας:
  2. Αυξάνοντας τις πωλήσεις δια της προσφοράς υπηρεσιών ψηλού επιπέδου, σύμφωνα με τις απαιτήσεις της πελατείας μας.
  3. Καθιερώνοντας το όνομα του ...... στην αγορά και καθιστώντας το αναπόσπαστο μέρος της οικονομικής και κοινωνικής ζωής της τοπικής κοινωνίας και.
  4. Διατηρώντας φιλόξενο, ευτυχισμένο και υπερήφανο προσωπικό που να έχει συνεχείς ευκαιρίες επαγγελματικής ανέλιξης.
  • ΧΑΡΑΚΤΗΡΙΣΤΙΚΑ του σερβις
  1. Το service προϋποθέτει ανθρώπινη επαφή, ενώ τα άλλα προϊόντα μπορεί να είναι τυποποιημένα και απρόσωπα.
  2. Το κακό service αν γίνει, δεν διορθώνεται (για τον ίδιο πελάτη) ενώ τα άλλα προϊόντα μπορούν να επισκευαστούν.
  3. Το service δεν μπορεί να επιδειχθεί προηγουμένως, ούτε να σταλεί σαν δείγμα στον πελάτη.
  4. Η πώληση, η παραγωγή και η εκτέλεση του service γίνονται σχεδόν ταυτόχρονα, σε αντίθεση με άλλα προϊόντα..
  5. Το service δεν μπορεί να απογραφεί και να μπεί στο ράφι ή στην αποθήκη όταν δεν έχει ζήτηση.
  6. Το άτομο που αγοράζει το service, δεν παίρνει κάτι χειροπιαστό και συνεπώς δεν αποκτά κυριότητα πάνω στο service που αγόρασε.
  7. Η εμπειρία από το service δεν μπορεί να πουληθεί ή να μεταβιβαστεί σε τρίτο πρόσωπο.

Απαγορεύσεις κατανάλωσεων αλκοόλ - Alcohol Awareness (18)

Alcohol Awareness is a growing concern within the Hospitality Industry nationwide. By recognizing the "early" signs of intoxication, monitoring your customer's consumption, and treating them as you
would a guest in your own home; you fulfill your responsibility and protect the guest.

  • To serve or not to serve?
  • By understanding and fulfilling your responsibilities... 
  • Your Role:

  1. Observe
  2. Monitor
  3. Report

  • Assisted by the guidance and support of management...

  • Your Manager's Role

  1. Confirm
  2. Confront
  3. Resolve

  • With adherence to the company's policies...


  1. We will not knowingly serve alcohol to an obviously intoxicated or underage customer.
  2. We will offer alternatives to alcohol.
  3. We will create an atmosphere to promote responsible drinking.
  4. We will make a reasonable attempt to prevent obviously intoxicated customers from driving.

  • . . . We can accurately and confidently answer that very important question.

  1. Responsible service of alcohol requires a team effort.
  2. Know and watch for the signs of intoxication. If there is any question, avoid further service and report to a manager who will make the final decision and determine whether the guest should remain or leave.
  3. If you know what it takes to get someone drunk, you can prevent it by monitoring their consumption and offering alternatives.
  4. Do not allow drunks to come in, and do not allow intoxicated guests to drive.
  5. Hospitality is our business. Beverage service is only one element.
  6. Cooperation between employees and management allows us to exercise a degree of influence on the behavior of our customers that will result in an atmosphere of responsible drinking.
  7. This is just a portion of our company Alcohol Awareness program. A complete handbook with certification test is provided at orientation.

Αναχώρηση πελατών από το εστιατόριο - Check-Out Procedures (17)

Your computerized register system will print out your guest check at the end of each table's meal. This alleviates the issuance of anymanual guest checks.
  1. Once a guest check is printed out and a customer has paid, you will close out that check to cash, Master Card, VISA, or American  Express, or other forms of payment. You must keep all printed out  closed guest checks for checkout.

  • Before beginning your checkout each shift, check the following:

  1. Make sure all your customers are through, have been tabbed,and do not need anything else. I.e., coffee, tea, etc.
  2. Be certain the manager has closed your section for the shift.
  3. Make sure you have collected from all of your tables and haveall your tickets with you.
  4. Make sure all plates, silverware, glassware, and containers are cleared from all of your tables.
  5. Be certain that all of your side work and closing duties are done.
  6. Make sure that you are in full dress attire at all times, while in the front of the house.
  7. Have a manger do any deletions of voids, over rings, and promo tickets. All over rings must be signed by a manager at the timethey occur, and not at the end of the shift. 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.

  • House Promo

Occurs anytime an item has been prepared and served to a customer that was not satisfied with the item. Perhaps it was under or over cooked, or the glass was chipped, etc. This would include a customer waiting too long for their meal. Only a manager can do this function on the register. Get the manager before closing any house promo tickets.

  • Manager Promo

Occurs anytime a manager wishes to buy a table a round of drinks, perhaps a dessert, or any free purchase approved by a manager promoting good will to our patrons. Inform the manager when you are serving a regular guest you would like to buy a drink for, a special guest to send an appetizer out to, a large party, or to send complimentary desserts. Please introduce the manager to these customers by name. We want to help you develop a large regular following. From time to time, the restaurant will have contests promoting such clientele builders. Get the manager on duty before closing out any manager promo tickets.

  • Employee Discount/Customer Discount

Occurs anytime the full amount of an item will not be collected. For example, employee meals or coupons offering $2.00 off any menu item, or buy one, get one free coupons, or frequent lunch program discounts.Only a manager can discount guest checks on the register. Get the manager on duty before closing out any discount checks.

  • Now You Are Ready To Check Out!!

  • Arrange your tickets, top to bottom, in the following order
  • All promo tickets - manager, house discounts and other charges

  • All charges, separated in this order
  1. American Express,
  2. Master Card, and
  3. VISA. Be certain merchant copy of the  charge voucher is stapled to the paper guest check.
  1. All remaining cash tickets.
  2. Prepare the Server Checkout Sheet. Make sure you have no open checks.
  3. Be certain charge totals of Master Card, VISA, and American
  4. Express, along with promos, discounts or other charges balance with what you have on your guest checks. Use the calculator to double check. If they do not balance, this means that you are
  • Missing a guest check, or charge receipt
  1. NOTE: Add only items that were actually rung up on the register.
  2. This will prevent you from balancing to the register.

  • The following items should be ready for the manager, before you have her check you out:

  1. Promo checks, houses, and over rings accounted for on register.
  2. Have all money counted and faced.
  3. Have all charge vouchers matched with the ticket they paid for.
  4. All tickets in order, with houses, promos, then charges, and cash tickets as previously stated. There should only be ONE person doing checkout at a time.
  5. This helps eliminate unnecessary  confusion and mistakes. Please use the calculator provided for you.
  6. Have the Check Out Sheet completed up to the register reading entries.
  7. The manager will give you your register reading to enter on your Check-Out Sheet. The register reading will include your total sales and your total cash due. Cash due = total sales - charges. Count out cash due and have ready in the largest denominations of bills possible. If for some reason you cannot balance to the register totals, ask themanager for assistance.

Το κλείσιμο του τραπεζιού - Λογαριαμός - Closing Out A Table (16)

Presenting the Check Before presenting the check, look it over to make sure you have charged for everything correctly.

  1. Appetizers
  2.  Soups
  3. Salads
  4. Entrees
  5. Sides
  6. Desserts
  7. Coffee
  8. Wine
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.” Make sure to let the customer know, at this time, that you are the cashier and will take care of the check whenever they are ready. There is nothing more aggravating for a customer than wandering around looking for a cashier. People also hate to tip when they are standing up by the front door, waiting for the waiter or waitress.
After presenting the check, take a few steps and glance back at the table. If they already have their cash or credit card ready, it may mean they are in a hurry to leave. If this is the case, try to close the
transaction immediately or as soon as possible. Guests will notice and appreciate this.

We use a server banking system; you are your own cashier. Your are responsible for all your money, including cash, credit card vouchers, comps, discounts and traveler's checks until the end of your  shift.

You must start your shift with your own thirty-five dollars that is used to make your opening change bank. If the customer is paying cash, do not make change right at the table!! Take the check and cash to the back of the house, and make change. Return the check and change on either a tip tray, or a book, along with the receipt. If the customer is paying with a credit card, follow the house procedure.

Once the guest has signed the voucher, pick up both the check and voucher, and again, thank the customer. DO NOT examine the tip as you leave the dining room!!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.

  • The Farewell
  • When your guests are departing, we have four distinct objectives
  1. To make sure their experience in our restaurant was pleasurable.
  2. Thank them, by name, for their patronage.
  3. To invite them back for another visit soon.
  4. To make sure their last impression is a positive one.
  5.  
  • Methods of Payment
Approved methods of payment are cash, VISA, Master Card, and American Express, and checks. All other methods of payment, i.e. Travelers Cheques, require management approval. When accepting
personal checks, you must get approval by management, and include the following information:
  1. Driver's license number
  2. Current address
  3. Phone number (day and evening)

  • Handling Cash
  • Here are the procedures to follow when receiving a payment in cash -
  1. As noted above, never make change at the table - go to the nearest server station.
  2. When making change, always count it twice.
  3. Give the guest some one and five dollar bills to tip you with.
  4. Return the change to the guest's table on a tip tray.
  5. Always keep your cash and receipts in a wallet or your apron.
  6. Paper bills make no noise when it hits the floor so be very careful with your bills.
  7. Never leave your money or wallet unattended.
  8. If you are concerned about carrying too much cash during a shift, make a drop with a manager in exchange for an IOU.
  9. Always remember, treat credit card vouchers like they are cash - THEY ARE. Handle with care!

Σερβίς κρασιών - Wine Service (15)

Wine Service We will not be offering wine at the until we have a liquor license. The following will be protocol when that time comes. When ordering a bottle of wine, ring it up as usual on the register. The
POS will print you a chit that you will take to the manager, who, in turn, will issue the bottle.

  • Present the bottle to the host.
  1. Host accepts
  2. Host rejects (wrong wine, wrong vintage, changed mind)
  3. Place glassware around the table at the position 4 o'clock from the water glass. Using your Screwpull wine opener cut the capsule and put it in your pocket. Remove the cork and present to the host.
  4. Pour about one ounce for the host to sample.
  5. Host accepts
  6. Host rejects (based on color, smell, clarity, taste)
  7. If this happens, GET A MANAGER immediately.
  8. Pour wine around the table. About 4 1/2 ounces per glass.
  9. Women first, then hostess, then men, then host.
  10. Place remainder of bottle in an iced wine cooler.
  • VARIATIONS
  • Red Wine
  1. Bring it and open as soon as possible after the order, so it can breathe.
  2. Do not cool, unless requested.
  3. Second Bottle - Same Wine
  4. Give the host or hostess the option of re-sampling.
  5. Give the host or hostess the option of fresh glassware for everyone.
  6. Second Bottle - Different Wine
  7. Automatically present fresh glassware.
  8. Two Wines simultaneously
  9. Host or hostess gets two glasses.
  10. Host or hostess samples both wines before pouring to the rest of the party.
  11. All members of party must be given a choice of either.

Ειδικά προωθήσεις ημέρας - Specials & Features Of The Day (14)

Specials & Features Of The Day Each day at pre-shift meetings, that day's Specials will be discussed at the restaurant. We offer daily specials for three reasons:

  1. To add variety to our menu
  2. To allow our customers the best of seasonal items.
  3. To allow us to test items for future menu development.
These specials may include a drink special, an appetizer, a salad, an entree, or a dessert item. In addition to placing a "special" card on the table, you as the server will present the "specials" verbally. This enables you to describe them thoroughly, and answer any questions the customer may have.
When presenting the specials, you should start with drink specials, then appetizers, soups, and entrees. In describing the specials, you must use adjectives, which will entice the customers. 

  • Bad Example: 

 "Tonight we have New York strip with Vegetable Medley."
  • Good Example:

"Featured this evening is the tender New York Strip, wood-fired and served with fresh sautéed vegetables. The blend of hickory and oak add to the flavor of the juicy steak, complimented bythe crisp combination of broccoli, cauliflower, carrots and squash."

It is obvious which of these descriptions sounds more appetizing, and reflects your confidence in the special. If you are not sure which adjectives you should use, ask your fellow sales staff or manager on duty how they would describe the special. You may find that incorporating others' verbiage helps your special descriptions sound appealing.
  • Todays Special
  1. Beer - Coffee - Tea - Desserts Beer, Coffee & Tea
  2. The wait staff serves all beer, soda, coffee and tea. Refills are all handled by the servers. If you are busy, you may instruct the busperson to help you out.
  3. There is no charge for refills of soda, coffee or tea, even if a new tea bag is served.
  • 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.

Συμβουλευτικές πωλήσεις - Suggestive Selling (13)

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 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 aware of what the guest is ordering and make sure he understands what he is getting. If a guest orders too much, and you are certain he can't handle that much food, advise him. He will appreciate
your concern and honesty.

Suggest appetizers while people are studying the menu. "How about some Snitzel Strips or sharing a Wurst Sampler," with your dinner this evening?" Suggest side orders with entrees. "Would you care for ..... Soup or a side salad with your ....... ?"

Always be persuasive and display complete confidence. Make suggestions so positively, that the guest wouldn't dream of questioning your recommendation.

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 youdisplay 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
  1. "Would you like some wine tonight?"
  2. If the guest responds, "No," your suggestion is over before it got started.
  3. "Would you care for a bottle of wine with your dinner tonight? A bottle of Merlot would compliment your Cordon Bleu."
  4. With this approach, you have exhibited your knowledge and confidence of food and wine by suggesting a specific bottle of wine. The guest has now developed confidence in you. This will greatly enhance your opportunity to make this sale and make other recommendations.
  5. Not every guest is going to buy a bottle of wine, appetizer, or dessert.
  6. But you must remember, we know two facts about every customer.
  • Every Customer
  1. Is planning to spend money.
  2. Wants to have a good time and enjoy their meal.
  3. 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
  1. Increase check totals. The higher the check, the better your chances of a good gratuity.
  2. Expose the customer to a new and different product he may not have tried, if you had not recommended it. Thus, the evening is more enjoyable and he may return with friends and has more reasons to tell others about the Restaurant.

Suggestive selling and making personal recommendations is another aspect of good service. Eventually, it will come easily as you build your self-confidence.

Προσωπική εμφάνιση - Personal Appearance (12)

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 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 . . .
  1. You are responsible for keeping your clothing neat and clean at all times. There is no excuse for reporting to work out of dress code.
  2. Do not wear scented lotion on your hands, as it clings to glassware.
  3. A smile is part of your dress attire.
  4. At no time will employees chew gum or eat while in the public areas of our store.
  5. Do not report to work wearing un-pressed or dirty clothing, or unkept hair.
  • Dress Code
  1. When you walk through the door of the Restaurant, "YOU ARE ON.”
  2. You will be informed of the dress requirements when you start with us.
  3. Your dress attire also includes a CONTAGIOUS, ENTHUSIASTIC
    ATTITUDE.
  4. 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:
  1. At least two pens
  2. Bottle/Wine Opener
  3. Bank
  4. Smile

  • Dining Room Dress Code
  1. Shoes - Black shoes only with non-slip soles that permit walking safely on wet or greasy floors. Shoes must be clean. Socks must be dark, preferably black.
  2. Pants & Belts - Black pants only. Pants must be long enough to touch the top of the shoe. Solid color black belts must be worn with pants that have belt loops.
  3. Shirts - Oxford style, long sleeve white dress shirts. Shirts must be in good condition, not soiled or stained. Shirts must fit at the sleeve.
  4. Appearance - Clean and well groomed hair. Hair pulled back off the shoulder. Well-groomed hands, fingernails and fingernail polish. Facial hair should be neat and well trimmed.
  5. Accessories - No excessive cologne, perfume, make-up or jewelry.No earrings longer than 1 inch. No hat or unauthorized buttons can be worn.
  6. Apron –Black, waist tie with pockets.

Διαδικασία παραγγελιών - Ordering Procedures (11)

When approaching the table, be sure to have your pen ready, book open, and pad ready. Ask the customer if they have any questions concerning either the specials or entrees. After answering all the
questions, if there are any, ask if you can take their order. Through either eye contact or verbal address, you may start to take their order. Be sure to gather all information from each guest before
proceeding to the next. If possible, you should take the order from women and children first, and then the men.


Position numbers must identify customers; thus, the orders should be written and ordered in relation to position #1. Position #1 is the seat closest to the first person to your left. Moving in a clockwise direction, continue taking the orders. If no one is sitting in position #1, move in a clockwise direction until you find a customer. This customer will become the position #1 customer. The reason is that we need to know who gets what. We do not use a runner system but there's a chance someone other than you could be delivering the food to the table. This person must know where to place the food without asking.

Taking the order is the time for making recommendations. Suggest appetizers that will compliment the guests' meal. This is when wine can, and should, be offered. Always get the cooking temperature for meats.

  • Our cooking temperatures are as follows
  1. Rare - Bloody cool center, touch of rawness
  2. Medium Rare - Bloody red, no rawness of meat
  3. Medium - Pink warm center
  4. Medium Well to Well - Fully cooked with no redness

Use a small folder, clipboard, or other hard surface to hold your pad while you write up the order. It looks better and makes it easier for you.

Begin taking the order at the same spot at each table. Start with the person closest to you on your left, and work around clockwise.

Example:
Again, it is very important that every server records orders in the same way. If another person takes the food to the table for you, then he knows where each dish belongs.
  • In case of registers malfunctioning, follow these steps:
  1. Write appetizers at top of ticket.
  2. Write entrees under appetizers on the left, and how to cook them on the right of check.
  3. For special orders like rare, be certain to make a notation on the ticket, to call special attention to the cooks.
  4. Use the correct abbreviations. Menu abbreviations will be provided with your menu description sheets.
  5. Write all side orders underneath entrees.
  6. Write desserts underneath side orders.
  7. At very bottom of ticket, put all teas, coffee, milk, and sodas.
  8. Bar beverages will be listed on the back of the guest check only.
  9. After all items have been totaled, circle the total. This way, there will be no mistake of where the total is. Also, write thank you, your name, and have a nice evening, enjoyed having you (etc.).
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  • Cooking Times & Handling Timing Problems
With our firing system, once an order is rung to the kitchen, preparation of that item begins. It is imperative that appetizers are rung first. Once an order has been placed, you can expect to receive lunch items within six to twelve minutes, and dinner items within eight to twelve minutes.
This time may lengthen during a busy rush. Your tables' experience is dependent upon your awareness and service to the customers from the time they are seated; to the time they receive their order. If, by chance, you have a long time ticket, do not hide from your table. Notify a manager immediately, and we will expedite the situation.

When a table has to wait longer than they should for their food, don't just apologize, offer them something for the inconvenience. It costs us hundreds of marketing dollars to attract new customers; we can't afford to lose any. A complimentary beverage or dessert is a small price to pay to let a guest know we care about their experience and we want them to come back and give us another chance to get it right.

In cases where the kitchen has been woefully out of sync, a dessert or beverage may not be sufficient. Tell the manager-on-duty about the situation. They have the authority to do whatever is needed to try to make amends for a bad-dining experience.