New Server Training Basics

• New Server Training Schedule requires trainers to indicate if each task is completed successfully(S) or, Needs More Practice(NMP)

Day 1

• Orientation includes a tour of the building and an introduction to the team
• Trainees must review the uniform, hours of operations, telephone number, employee parking, schedule and injury at work procedures
• New hire videos and reading materials are to be reviewed
• One hour of actual food running is scheduled

Day 2

• Hospitality and elevated language skills are taught
• Host basics, table numbers, seat positions, and table setup are covered
• Napkin folding techniques like Square, Triangle, Roll up, and Serviette are to be practiced Watering and bread/chip service procedures are practiced
• Tray service (R/L) is covered
• One hour of food running and learning how to change ketchup & soda BIBS are scheduled

Day 3

• Testing covers Hospitality & Basics, napkin folds, tray service and table settings.
• One hour of Jonas practice
• Dinner is differentiated from lunch and menu spiels are reviewed and practiced
• Trainees shadow, make a latte, box to-go food at a table, and perform shadow wine service

Day 4

• A quiz covers spieling and material from Days 1 and 2
• One hour is dedicated to food run review and menu review
• Trainees second follow, by writing orders on first few tables with server, greeting and spieling tables by end of night, and seeing closing paperwork and side work is performed

Day 5

• Testing on the menu
• Bar and Wine service training
• Setting up and breaking down the bar is practiced.

Day 6

• Testing on the bar
• Taking lead on a section with supervisor nearby is practiced
• Role play practice spieling, Jonas work, and wine service

Day 7

• Final Test & Mock Dine

Server New Hire Orientation

Day 1: Orientation

• Introductions to the Management Team occur, policy & procedures are reviewed, the Entrada Mission Statement - See Attachment is learned and new hire reading & videos are reviewed

Ready to Go

• It is imparative, to park in designated spots
• Complete uniform is required
• Smoking/Vaping is banned while walking to and on property
• Food is unavailable for consumption during your shift
• Employees are to clock in at their scheduled time and Chewing Gum is banned
• Employees are banned from using visible or audible cell phones upstairs
• Assigned section cleanliness and proper stock must be checked

Servers are to check their assigned section for:

• Polished Silverware & Glassware and Bread Plates
• Clean Chair & Tables-Without Crumbs
• Surrounding Clean Floors
• Clean & Filled Salt & Pepper shakers

General Rules of Table Service

• See Attachment & Watch Do's & Don'ts of Service Video, review menu, and observe food running

Day 2: Hospitality

• Testing covers General Rules of Service & Orientation
• Hospitality provides a generous and cordial reception that promises a pleasant environment
• Every employee impacts the service via member interaction, the member experience sums small details
• Sweating small stuff attention to detail costs nothing
• Hospitality means doing something FOR people while service means doing something TO people

Hospitality Zones:

• Initiate Contact
• 25 feet zone: warm/nonverbal acknowledgement
• 15 feet zone: warm/sincere verbal greeting
• Goal is to make members extremely excited and blown away from experience beginning to end

Communication

• Refer to Verbal Etiquette in Workbook to give communication
• The foundation of a great team and of great service delivers an “elevated experience” that enables effective and efficient communication
• When speaking to females as a group, address as “Ladies”, while addressing men use “Gentlemen”, “Ma’am”, or “Sir”
• Use “My Pleasure” or “I’d be happy to” when responding to questions or requests, and ask, “May I help you make a selection”
• Speak clearly without slang and ask specific Questions
• Giving something "on the House" requires the phrase "with our compliments"
• Refer to members by name at least 3 times during interaction

Teamwork

• Smiling and having fun has an impact
• Working together toward exceeding guest expectations is required
• Members are not to ask for anything during dining

General Teamwork-Choose Your Attitude

• Everyone must work as a team, prioritizing team needs and always greet members, notifying teammates post first approach
• The goal is to go above and beyond for everyone, every time
• Any inability to provide the level of service that exceeds expectations requires notifying someone and asking for help

Host Basics

• Utilize the Floor Chart for Table Numbers & Seat Positions, and learn Table Set-up & Napkin folds/roll
• Learn about water, bread and tray service, how to answer the phone, place on hold & transfer calls, and standard Review "General Rules of Table Service"

Dish Area-Decoy System

• Areas are to be kept Neat, Clean & Organized (NCO)
• Glasses kept empty before racking
• Be sure silverware is placed in the rack handle up, scrape and stack like dishes are required in the decoy system
• Banging the dish against the trash can is banned, and the dish machine operator must keep informed of rack fullness
• Cleaners stacking are to prevent splashing

Side Work

• Avoid throwing away ramekins, silverware or dishes (unless chipped)
• Broken glass goes into the "glass bucket"–never the trash
• Test on Hospitality and Host Basics

Jonas Training

• Learn to load the thermal paper
• Log in password: 8844, navigation through menu screen (practice via old tickets), seat positions, course separator usage, how to modify, how to split tickets, house accounting chits procedure, member charge and use of Credit Card, how to print a check, how to close shift

Day 3: Service-Shadow Service

• Side work is the cleaning and maintenance of the job(restocking) and ensures great guest service
• Before each shift set up shift for success, so member requests are granted
• Proper knife safety see workbook
• Latte/Cappuccino Making see workbook

TO GO Food

• Providing a member goes away requires a large tray, needed items to the table, while you inquire of guest boxing
• Provision of appropriate containers only when guests box leftovers

The Spiel

• Menu and describe the features you present (aka the spiel) is presented
• Speaking with confidence, using adjectives to describe items will make for memorable experience
• State name and make general statement(popular menu item based on the member

Adjectives

• The tips on what adjectives to use
• Speak professionally, clearly and loud enough for the members to hear.
• Make eye contact with all members.
• Asking about the member's mood will enable the right selection
• Chefs pair flavors, so never suggest variation, instead accommodate a guest's special request

See Workbook Pages:

• How to use adjectives describing taste, texture, and preparation

Pivot Points

• Where to begin counting off seat numbers

Determining seat one:

• Position in front of salt and pepper (salt on the right), or the chair with its back to the flag pole or just left of the pole
• Proceed to taking the order clockwise and count chairs
• Write seat # on ticket when taking the order and correct seat and position in sequence so no "auctioning"
• Write and repeat orders to teammate so they ring it in properly
• Females get first selection, and learn how to close each shift

Keep Your Table Current (KYTC)

• Remove unused items while providing seamless service-Read Table
• Always use a tray-Marking Tray to refill soiled silverware or to bring prior to the course and Floors are to be kept clear of trash/food
• Maintain the customer's water, beverage, and/or wine
• Drop/collect check during the appropriate moment

Refreshment General Guidelines:

• Hold glass at bottom 1/3, pour water away from table (avoid pitcher touching the glass)
• Coffee requires asking for cream/sweetener and heating of cup
• Tea: ask for lemon or sweetener
• Fountain Beverages: free Pepsi refills are available with carafes
• Bottle soda offered in Pepsi or Coke–No refills
• Perrier: If the would like ice, Leave remainder in bottle on table.
• Bottle Beer: ask if they would like cold glass, pour prior to delivery
• Wine: use a serviette, present wine with name, varietal, vintage, keep label facing table, silently remove cork, and pour 1oz for sample, proceed to 2–3 oz for others(ladies first) from the right side to the members
• Refill: refill glass twist at table

Day 4: Service Day 2

• Tests cover To Go Food, Spiel & Jonas
• Writing down the order requires multitasking, so do ensure accuracy and give great service, while enabling teammates to assist ringing
• ALL orders MUST be written on guest check (one per ticket), be sure information in it is entered correctly, and all drinks should have right seat number
• All orders should be written on guest check, and move around to the pivot in order to the rights of the person is ordering

Steps of Service:

• Refer to Process Flow Mapping in Workbook Page for Personable and Genuinely Friendly (smile, make eye contact, and approach the table, so show dedication for service)
• Gracious and Sincere (treat guests as they want to be treated, and be Respectful)
• Accommodating and Polished (we go out of our way and are professional)
• Knowledgeable and Confident
• Thorough knowledge of the menu, beverages and wine pairings should be expected)
• Observant and Engaged (Focused), if member has salt allergies, make them aware of others with salt
• Seamless requires no member/guest interruptions

Day 5: Bar Training

• Ensure guest expectations are exceeded after Anticipating Member/Guest Needs and Exceed Member/Guest Expectations

Responsible Alcohol Beverage Service:

• State Certification Required- Read and Review Workbook Page and Watch YouTube Video
• Must learn how to set-up and close-down the Bar, Review Beer/Wine/Cocktail Pairing, Terms, Ingredients

Day 6: Take the Lead

• Training material from days 1–5 must be reviewed
• EntradaMents needs to be reviewed, and trainee should input Jonas orders and is expected to take the lead on Section with Supervisor Close By

Day 7: Mock Dine

• Final Test & Jonas Test

Verbal Etiquette should have the correct ways to greet and converse

• Initial Greeting "Good morning/afternoon, welcome to Entrada (Country Club)", and conversation use "Yes", and make sure the employees are courteous

Professionalism

• Way your look, attitude, and how we talk matter
• Attitude, complaining/gossiping is unproffesional and not professional
• Great workers give clear/courteosu grammar

Attitude has a great impact

• Good workers are helpful

Personalized Service

• Listening to guests and knowing the product matter
• Polite employees can ask questions and never overshare

Dairy Products to Avoid

• Butter, Cream, Custard, Milk, Cheese, etc.
• Dressings made in House (except Shallot Vinaigrette)
• Gluten/Dairy Allergens are identified in various sauces etc
• Main Entrees Dairy Free: see dairy free dishes

Training schedule for new servers, focusing on orientation, hospitality, and basic service skills. Includes building tour, uniform review, and hands-on practice with food running, napkin folding, and tray service. Testing to validate skills.