Podcast
Questions and Answers
During the new server training schedule, what notation should trainers use to indicate if a task has been fully grasped by the trainee?
During the new server training schedule, what notation should trainers use to indicate if a task has been fully grasped by the trainee?
- IP (In Progress)
- NMP (Needs More Practice)
- S (Successfully) (correct)
- TBD (To Be Determined)
During the orientation tour on Day 1, new servers are introduced exclusively to the management team and not to other team members.
During the orientation tour on Day 1, new servers are introduced exclusively to the management team and not to other team members.
False (B)
On Day 2 of the server training program, what specific linguistic skill is emphasized to enhance the guest experience?
On Day 2 of the server training program, what specific linguistic skill is emphasized to enhance the guest experience?
hospitality and elevated language
On Day 3 of the server training, new hires undergo practical assessment, demonstrated by practicing napkin folds, tray service, and complete ______.
On Day 3 of the server training, new hires undergo practical assessment, demonstrated by practicing napkin folds, tray service, and complete ______.
What primary activity does the '2nd Follow' involve during the food run review on Day 4?
What primary activity does the '2nd Follow' involve during the food run review on Day 4?
During Day 5 of server training, setting up and breaking down the bar is not part of the activities.
During Day 5 of server training, setting up and breaking down the bar is not part of the activities.
On Day 6, while taking lead on the section, who is closely supervising the new server?
On Day 6, while taking lead on the section, who is closely supervising the new server?
The final assessment on Day 7 of the new server training is a two part evaluation including a written exam and a ______.
The final assessment on Day 7 of the new server training is a two part evaluation including a written exam and a ______.
As part of the 'Ready to Go' checklist on Day 1, employees should park somewhere specific; where should they park?
As part of the 'Ready to Go' checklist on Day 1, employees should park somewhere specific; where should they park?
Visible cell phones are allowed upstairs, as long as they are on silent.
Visible cell phones are allowed upstairs, as long as they are on silent.
According to the 'Ready to Go' standards, servers checking their assigned section should ensure cleanliness and proper stocking. What does this entail?
According to the 'Ready to Go' standards, servers checking their assigned section should ensure cleanliness and proper stocking. What does this entail?
To avoid giving the impression of overstaffing, servers should not ______ at the host stand.
To avoid giving the impression of overstaffing, servers should not ______ at the host stand.
What concept does hospitality emphasize, contrasting it with mere service?
What concept does hospitality emphasize, contrasting it with mere service?
In communication standards, it is inappropriate to use slang words and phrases when speaking to members.
In communication standards, it is inappropriate to use slang words and phrases when speaking to members.
According to general teamwork principles, what should a server do first if a guest has not had a First Approach?
According to general teamwork principles, what should a server do first if a guest has not had a First Approach?
In the dish area, items should be arranged following the ______ system by scraping and stacking similar dishes together.
In the dish area, items should be arranged following the ______ system by scraping and stacking similar dishes together.
How should broken glassware be disposed of to maintain safety and cleanliness?
How should broken glassware be disposed of to maintain safety and cleanliness?
When stocking the service station, it's acceptable to leave tasks for the next person if you are running out of time during your shift.
When stocking the service station, it's acceptable to leave tasks for the next person if you are running out of time during your shift.
According to the service standards, 'Every job is _______ job.' Complete the phrase.
According to the service standards, 'Every job is _______ job.' Complete the phrase.
When a member asks for a to-go container, servers are expected to get the needed items and ______ them box it for them.
When a member asks for a to-go container, servers are expected to get the needed items and ______ them box it for them.
Which of the following best describes a 'spiel'?
Which of the following best describes a 'spiel'?
When describing dishes, it is recommended to suggest variations to the menu to cater to a member's preferences.
When describing dishes, it is recommended to suggest variations to the menu to cater to a member's preferences.
What is defined as the common point at which we begin counting seat numbers?
What is defined as the common point at which we begin counting seat numbers?
Provide ______ service, which means that with KYTC there is no need to say anything - Read Your Table.
Provide ______ service, which means that with KYTC there is no need to say anything - Read Your Table.
When serving water, holding which part of the glass and how much should you pour?
When serving water, holding which part of the glass and how much should you pour?
It is okay to touch the inside of a water glass with the pitcher during water service.
It is okay to touch the inside of a water glass with the pitcher during water service.
Wine Refill: bring the carafe to fill member's glass at the table ______ at the end.
Wine Refill: bring the carafe to fill member's glass at the table ______ at the end.
In order taking, ALL orders MUST be written on what?
In order taking, ALL orders MUST be written on what?
What is an important element of being 'Personable and Genuinely Friendly'?
What is an important element of being 'Personable and Genuinely Friendly'?
When a member asks for no salt one dish, it is unnecessary to make them aware of salt on other items if they don't ask specifically.
When a member asks for no salt one dish, it is unnecessary to make them aware of salt on other items if they don't ask specifically.
On Day 5 new hires will learn how to set-up and ______ the Bar.
On Day 5 new hires will learn how to set-up and ______ the Bar.
Match the correct verbal etiquette with the incorrect phrase:
Match the correct verbal etiquette with the incorrect phrase:
What are some ways to show professionalism?
What are some ways to show professionalism?
According to the attitude guidelines, it is okay to have a bad attitude if your co-worker is supportive.
According to the attitude guidelines, it is okay to have a bad attitude if your co-worker is supportive.
What adjectives describe a dish that has been cooked in an oven, often resulting in a crispy outer coating?
What adjectives describe a dish that has been cooked in an oven, often resulting in a crispy outer coating?
A ______ is a food that was coated with a breadcrumb mixture or batter that is then baked or fried into a crispy outer layer.
A ______ is a food that was coated with a breadcrumb mixture or batter that is then baked or fried into a crispy outer layer.
What texture does a dish that has been cooked in boiling liquid result in?
What texture does a dish that has been cooked in boiling liquid result in?
According to the definition of Gluten, what are the common ingredients gluten can be found in?
According to the definition of Gluten, what are the common ingredients gluten can be found in?
Which of the following is true about the difference between lactose intolerance and a dairy allergy?
Which of the following is true about the difference between lactose intolerance and a dairy allergy?
What is in the Butternut Squash salad? (Select all that apply)
What is in the Butternut Squash salad? (Select all that apply)
It is okay to pretend to love something you don't.
It is okay to pretend to love something you don't.
Flashcards
Hospitality
Hospitality
A state of mind involving generous reception, welcoming guests in a pleasant environment.
Teamwork
Teamwork
Working together to achieve a common goal, exceeding member expectations.
Side Work
Side Work
The cleaning and maintenance tasks required to ensure smooth service.
Pivot point
Pivot point
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KYTC (Keep Your Table Current)
KYTC (Keep Your Table Current)
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Water Service
Water Service
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Successful Spiel
Successful Spiel
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Gluten
Gluten
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Lactose intolerance.
Lactose intolerance.
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Professionalism
Professionalism
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Attitude
Attitude
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Personalized service
Personalized service
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Acidic
Acidic
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Bittersweet
Bittersweet
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Briny
Briny
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Citrusy
Citrusy
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Cooling
Cooling
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Earthy
Earthy
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Fiery
Fiery
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Fresh.
Fresh.
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Full-bodied
Full-bodied
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Herbal
Herbal
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Honeyed
Honeyed
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Nutty
Nutty
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Rich
Rich
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Robust
Robust
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Sharp
Sharp
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Smoky
Smoky
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Sour
Sour
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Spicy
Spicy
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Sweet.
Sweet.
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Tangy
Tangy
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Tart
Tart
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Yeasty
Yeasty
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Woody
Woody
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Zesty
Zesty
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Velvety
Velvety
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Study Notes
- New server training schedule
- Trainers should notate if each task is completed
- Notate Successfully (S) or Needs More Practice (NMP)
Day 1
- Orientation: Tour of the building, introduction to the team
- Review of uniform
- Hours of operations
- Telephone #
- Employee parking
- Schedule
- Injury at work
- New hire videos & reading
- 1 hour of food running
Day 2
- Hospitality and elevated language
- Host basics
- Table numbers & seat positions
- Table set up
- Napkin folds (square, triangle, roll up, serviette)
- Watering & bread/ chip service
- Tray service R/L
- 1 hour food running
- Learn to change ketchup & soda BIBS
Day 3
- Test: Hospitality & Basics, including napkin folds, tray service, and table set
- 1 hour Jonas practice
- Describe lunch VS. dinner
- Review menu & practice spiels
- 1st Follow shadow only
- Make a latte
- How to box to-go food at table
- Shadow wine service
Day 4
- Quiz on spieling and day 1 & 2
- 1 hour food run review menu
- 2nd Follow
- Write orders on first few tables with server
- By end of night greet & spiel tables
- See closing paperwork & side work
Day 5
- Test on menu
- Bar train
- Wine service
- Set up & break down on bar
Day 6
- Test on bar
- Take lead on section (supervisor close by)
- Role play practice spieling
- Jonas work
- Wine service
Day 7
Final Test & Mock Dine
Server New Hire Orientation
- Day 1: Orientation
- Welcome to the Team!
- Tour of the building, introduction to the management team
- Review of policy & procedures
- Learn Entrada Mission Statement (see attachment)
- New Hire Reading & Videos (see attachment)
Ready to Go
- Park in designated spots
- Ensure complete uniform
- No smoking/vaping while walking on the property
- Food is unavailable during shift
- Clock in at scheduled time
- No chewing gum
- No visible or audible cell phones upstairs
- Check the assigned section for cleanliness and proper stocking:
- Servers go to assigned section and check the following:
- Silverware & Glassware & Bread Plates Polished
- Chair & Tables Clean-No Crumbs
- Floors surrounding the section
- Salt & Pepper shakers clean & filled
- Do NOT linger at the host stand
General Rules of Table Service
- See Attachment & Watch Do's & Don'ts of Service Video
- Review of Menu
Day 2: Hospitality
- Test over General Rules of Service & Orientation
- Hospitality is a state of mind given to a generous and cordial reception
Hospitality
- Every employee can impact the service experience through embracing member interaction
- The member experience is the sum of several details small and large
- We must sweat the small stuff-attention to detail costs us nothing
- Hospitality vs Service:
- Hospitality is the mentality of doing something FOR people
- Service is the mentality of doing something TO people
Hospitality Zones
- Initiate contact
- 25 feet zone: warm/nonverbal acknowledgement
- 15 feet zone: warm/sincere verbal greeting
- Goal: make the members extremely excited
Referring to Etiquette
- Communication is key, follow the verbal etiquette
- Communicate efficiently with members
- Speak to females always as "ladies”
- Call the member by name at least three times during the interaction
- Smile!
- Have fun so your tables do too
Teamwork Concepts
- Teamwork is the most important factor in service
- General Teamwork
- Choose your attitude
- Everyone is a team and act that way
- Greet your tables
- Work together to exceed the member's expectations Help members
Host Basics
- Know the floor chart for Table Numbers & Seat Positions
- Learn table setup and how to fold napkins
- Answer the phone correctly
- Learn the menus and the rules of table service
Dish Area-Decoy System
- NCO - Neat, Clean & Organized in the dish area
- Glasses empty when they go into the rack
- Silverware handle up Never bang dishes against the trash
- Inform machine operator before stacking dishes on top of each other
Do's & Dont's
- Don’t throw small utensils or chipped plates into the trash
- Be mindful of glassware when disposing of waste
Day 3: Shadow Service
- Test on Hospitality and Host Basics
- Jonas Training is next
Jonas Training Points
- Loading thermal paper
- Logging in (8844)
- Menu Screen
- Seat positions
- Course separator
- Modifying
- How to split tickets
- How to house acct.
- Member charge/credit cards
- Print check
- Cash out
Side Work Expectations
- Everyone is resposnible for restocking
- Clean service stations
- Keep stations stoced
Other Guidelines
- Every job is everyone's job- work together
- Know the knife and Latte/Cappucino rules
Food Handling
- The member may have food-to-go. Provide containers
- The spiel is the way to sell your food Three ways to make it stick:
- Name
- Statement
- Description
Tips
- Use Adjectives to describe
- Communicate professionally, clearly and loud enough
- Make eye contact
- Adapt what they want, and let them know we will do our best to accomodate
- Refer to workbook for adjectives on preparation
Pivot Points
- Used to count tables
- Place the numbers accordingly
- When delivering dishes, know the order of the table to eliminate auctioning
Keep Your Tables Current (KYTC)
- Reading your tables
- Maintain the water and drinks
- Get the check when prompted
Water
- Hold on the bottom 1/3, don't touch the pitcher to glass
COffee/tea
- Offer cream and flavors
Fountain, bottle, soda
- Refills are free
Wine
- Present bottle with info
- Pour to all, starting with women
Day 4 - Service Day 2
- Now testing go, spiel, and Jonas Be effective when writing tickets to assure no mistakes
Tips for Effective Order Taking
- Tickets must be written on a proper check
- One table
- Be sure to be accurate on the top
- All drinks match correct table
Quick steps
- Be Personable and Genuiunely Friendly
- Be Gracious and Sincere
- Accommodating and Polished
- Knowledgeable and Confident
- Observant and Engaged (Focused)
- Seemless
Anticipate Guest
- Ensure all the customer has items before each course
Day 5 - Bar Training
- Test on Menu!
- RABS card can be obtained in workbook
- Set up and close downs in Bar
- Review Cleaning List
- Review Transfer List
- Review Stocking Procedures
Learn Beer
- See beer and styles in Workbook!
Wine
- Pairing and service of wine is important in the workbook
Cocktail skills
- Learn and make sure you know all of them!
Day 6 - Take the Lead
- Review everything from day 1-5
- Take the lead!
Last Step
- Test from all days and talk to a supervisor
Day 7 - Mock Dine
- The big show!
Jonas Training
- Be accurate and review ticket training
Ticket Handling
- Handle all types like cash or member accounts
Menu and Service
-Starting a ticket – member vs inn guest/non-member -Table #'s, Names, Seat Position, No Cash Tickets -Review Menus and know the menu
- Review of ringing in orders
- Splitting checks effectively
- Combining checks
- Voiding and making corrections Getting another servers checks
- Closing tickets
- Accurately checking information
End of shift
- End of shift reports
Common Language to Improve & Verbal Etiquette
- Be more professional in language!
- Don’t swear or use slang
- Do not touch or use you, always offer if the person wants
- Know your manners!
Professionalism Guidelines:
- Three points to being professional
- Look
- Attitude
- Way you talk
Reminders
- Be clean and presentable with clothes
- Good attitude and presentation
- Show that you have no complaints- don’t be negaive
Attitude
- Work is better when we have good attitude
- Help others be Happy
- Lift everyone up!
Service
- Treat guests respectfully
- Give them proper service - don't overshare
Questions
- Ask where they are coming from
- If anything tell them that they do not need to share
Adjectives Explaining Taste
- Acidic: sharp
- Bitter
- Bittersweet: less harsh than bitter
- etc
Adjectives Describing Texture
- Airy
- Buttery
- Chewy
- Creamy
- etc
Descriptions
- Baked _ Blanched
- Blanched
- Roasted
Food terms
- Marinated
- Poached
- Roasted
- Smoked
- Whipped
vs Say is a more professional terms
Gluten
- Is found in wheat
- Breads or baked goods
- pasta
- Barley -Malt
- beer
Oats
- Gluten free, but watch out for contamination Always use ingredients
Dairy products to avoid
- Avoid some products if lactose intolerance is high
- Watch dressings for cheese
All entrees do not contain
- Gluten with some options
- Dairy free options available
Menu Overview (Sol Mesa & Kokos Patio)
- There are entrees with a wide range of appetiziers and salads
- Alcohol drinks at Sol Mesa
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Description
Training schedule for new servers, including orientation, hospitality, table setup, and menu reviews. Tasks are marked as Successfully completed (S) or Needs More Practice (NMP). Includes food running, learning napkin folds, and Jonas practice.
