Welcome! Restaurant Server

All Employee Knowledge

1. Employee Responsibilities

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 Transportation
• Manager on Duty
• Use of Property Facilities
• Lost and Found
• Recycling

Safety Regulations

• Security and Safety Awareness
• Emergencies
• Bloodborne Pathogens
• OSHA Regulations
• Safe Work Habits
• The 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

List

List and define some of the basic terms for food preparations and timing, as well as common food and beverage equipment.

Identify

Identify menu omissions and substitutions available at your property.

Discuss

Discuss sanitation regulations restaurant servers must follow, including keeping foods out of the temperature danger zone.

List

List basic kitchen safety guidelines that restaurant servers should follow.

Describe

Describe ways that restaurant servers work together to meet superior performance standards.

Discuss

Discuss how anticipating guest needs can lead to exceeding guests’ expectations and contributing to an enjoyable dining experience.

Demonstrate

Demonstrate customer-service oriented ways to greet and seat guests and approach the table.

List

List various types of glassware, dishware, cutlery, and linens used at your property.

Explain

Explain how to safely prepare and carry service trays.

Describe

Describe how to set up the restaurant and sidestations.

Explain

Explain how to maintain tables throughout a meal.

Discuss

Discuss how to respond to dissatisfied guests.

Explain

Explain how to serve beverages, serve a meal, and check back to the table.

Explain

Explain how to suggestively sell and upsell.

Review

Review the steps for taking food orders.

List

List your property’s tipping policies.

Identify

Identify procedures for dealing with guests under the influence of alcohol.

Define

Define terms associated with alcohol service, including types of beer, wine, and liquor.

Outline

Outline the sequence of service for breakfast, lunch, and dinner.

Explain

Explain how to present guests checks and settle bills.

Discuss

Discuss ways to prepare takeout items.

Position-Specific Responsibilities

1. Getting to Know the Restaurant Server

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

Pre-Meal

• Use Trays and Tubs
• Check Salt and Pepper Shakers and Grinders
• Check Sugar Caddies
• Check Condiments
• Prepare 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 Trash Cans
• Set Up the Dish Breakdown Station
• Take Restaurant Reservations
• Maintain the Buffet

• Welcome and Seat Guests
• Take Orders
• Take and Process Beverage Orders
• Serve 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 and Clear Tables
• Sell After-Dinner Items
• Prepare Takeout Orders
• Present Check and Process Payment

During the Meal

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

After the Meal

End-of-Shift