Hello, I am Tom Aldridge, the president of Aldridge, Inc. and the author of this training manual. The manual is based on my 35+ years at George Webb. I began as a dishwasher, then became a server and cook, a manager, and eventually an owner. I learned a lot along the way... and I would like you to do your work in the way that I prescribe in this manual. Why? Because I have learned the fastest most efficient ways to do the job of being a server and cook at George Webb. So please follow me through this manual and learn my way of doing things. If you do, I guarantee you will succeed.
Our purpose here is to serve the customers in the fastest, most friendly and accurate way possible. Lots of restaurants have good food. Some have good service. Many have fast service. In today's world, if we are to compete, we have to focus on our customers at all times. So, is your focus on you? Then forget this job, because your focus needs to be that of the customer at all times.
It's a busy world and everyone expects instant service! So follow me through a hypothetical few minutes working at a George Webb.
||Hello I'll be right with
A) Sit wherever you like; -or-
B) I'll be right there to seat you.
|Shout "Hello" the moment the door opens (even if busy
with other customers!)
Direct customers to take any seat; -or-
If busy, direct customers to seats that are ready.
||Coffee or Soda today?||Approach quickly offering a beverages and serve those right away.|
||Are you ready to order?||Be an adviser, "care for meat with your eggs, soup or chili with your burger?"|
||Let me repeat your order
(If on 3rd shift, also say "I'll be right back with your check, sorry we have to collect right away after 10 PM.)
|What you heard and what the customer thinks they said, may be different.|
||Here's your check.
(If on 3rd shift, also say "I need to collect right away it's the policy after 10 PM.)
|Place the order on the POS, then run the receipt right over and place the check on the table (and if on 3rd shift, return to collect also right away).|
||Care for a refill?||While the customer is waiting for their food, return to offer a refill on coffee or soda.|
||Here's your order...
Do you have everything you need?
|Serve the food and make sure the customer has everything they need.|
||How is everything?||Within "two minutes or two bites" check back to see if everything is all right.|
||May I take your plate?||Monitor tables and pre-clear dishes as soon the customer finishes eating.|
||Thank you! Good Bye! Come again!||Thank the customer for coming and ask them to come again!|
Customers are unhappy when they're sitting with an empty cup!
When you refill coffee for one customer.... take the pot around and offer refills to everyone who's having coffee!
Does this look appealing --->?
Keep bus pans handy on the lower shelf of the customer counter. Clear dishes directly into bus pans. This saves a trip to the dish sink.
Doesn't this look nice? Here's how:
Customer service is our top priority for in-store customers and call-ins!
If you're busy with other customers, excuse yourself to answer the phone.
When answering, don't immediately say "hold" and set the phone down. Let the customer get few words in so you know why they're calling! If you must put them on hold say: "I have another order, I'll be right back with you." Then go ahead and put them on hold.
Answer the phone as follows:
Late in getting to the customer? Food took too long? Forgot a beverage? It's not the occasional lapse in service or food preparation that results in us loosing customers, it's your failure to show sincere concern and to resolve the issue quickly.
Follow this two-step process in order to "recover" from such a situation:
The definition of a successful bar rush is: "no service problems or delays in food preparation and no customer hassles".
Working the bar rush successfully takes a skill set that you can learn. Work the following way and the rush will likely go smoothly with less tress and good tips.
So what did you get out of this guide? I suggest you go back and read it a second time right now. You'll probably get a point or two that you didn't get the first time.
If you don't use sections when the store is busy, there are customers who may get overlooked. So when there are two or more servers on duty, divide the restaurant into sections so that each of you can focus on the customers in your section. Decide among yourselves who will take which section. However, continue to work as a team, helping each other as needed.
No matter the number of server/cooks on duty, one is also the runner. If there are two server/cooks on duty, the server is the runner. If there are three server/cooks on duty, one of the servers is the runner The runner runs back and assists and coordinates the activities of the cook in order to expedite food preparation.
There's lots to do besides waiting on customers, so let's get to it.
The daily shift duties list is a timeline for the shift. What to check right way, when to stock, when to take breaks, and everything your responsible for. It sets thefor the shift.
Some of the most important Daily Duties are as follows:
Wiping towels must be stored at all times in red bucket filled bleach-water located on the customer counter shelf.
Refresh the red bucket from the bleach-water dispenser as soon as the shift begins and again every two hours or as needed.
The first and last thing the customers see are the doors as they come and go. Keep the finger prints away regularly by spraying with glass cleaner and wiping with paper towel.
Customers judge us by the condition of the bathrooms. The janitor only works a few hours per day, so check out the restrooms during your shift as follows:
Early and often throughout shift not leaving it for the end.
Styro Cups and Lids, Crackers, Coffee, etc.
Start the first break right at the beginning of the "window".
Wipe down the heaters and soup area
3rd Shift: Each heater, pour out water & replace with fresh
All during shift as time allows. Sufficient silverware to leave two bins for the next shift.
The setups are the condiments at the tables. Clean and fill the setups during the last hour or two of the shift as follows:
During the last hour or so of the shift clean the following beverage counter items starting on one end.
The secret to easy beverage and soup counter clean up at end of shift is to keep it clean all during the shift.
Pick up paper and litter as you see it. Sweep the floors and spot mop as needed.
Just before end of shift
Empty rubbish containers, tie the bags and take to the dumpster.
Hand-off your customers to the new shift.
The work outlined above is all doable as long as you work at it between customers all during the shift. You can't possibly get everything done if you stand around waiting for customers. So refer to the shift duties list. Most of the work take moments to a few minutes and makes the place look nice.
When the work is done, which should be on most days by the end of the shift. If the store was extra busy, or you failed to pace yourself during the shift, you must stay and complete the work. The next shift is counting on you to have the place in shape!