Osteria Tulia Host Training Manual 2.0 PDF

HOST TRAINING Table of Contents TABLE OF CONTENTS .............................................................................................................................. 1 WELCOME ..................................................................................................................

HOST TRAINING Table of Contents TABLE OF CONTENTS .............................................................................................................................. 1 WELCOME .............................................................................................................................................................. 2 General Company Information .......................................................................................................... 3 Training Prerequisites ....................................................................................................................4 YOUR TRAINING ................................................................................................................................................ 5 Host General Specifics .......................................................................................................................... 6 The Greeting ............................................................................................................................................. 7 Hospitality ......................................................................................................................... 8 Telephone Etiquette ......................................................................................................... 9 Handling Guest Complaints Over the Phone ................................................................ 12 Menu Knowledge ............................................................................................................. 13 Learning Table Numbers and Proper Table Usage ....................................................... 14 Understanding Resy and Making Reservations.............................................................16 The Wait List.................................................................................................................... 18 Seating ............................................................................................................................. 20 Bar Tulia ............................................................................................................... 21 Running the Board .......................................................................................................... 22 Introduction to Toast ...................................................................................................... 23 Online Gift Card Purchases ............................................................................... 24 Conclusion ...................................................................................................................... 25 GETTING STARTED ................................................................................................................. 26 Host Side Work ................................................................................................... 26 Scheduling ...................................................................................................................... 27 Personal Appearance ...................................................................................................... 27 HOST ATTIRE ........................................................................................................................... 28 DAILY TRAINING FOCUS ....................................................................................................... 33 Day 1: Orientation and Host Observation ..................................................................... 33 Day 2: Resy Tutorial and Toast Tutorial........................................................................ 35 Day 3: Board Running ..................................................................................................... 37 Day 4: Bar Tulia Training ............................................................................................... 38 HOST TRAINING CHECKLIST ............................................................................................... 39 HOST GENERAL INFORMATION QUIZ ............................................................................... 40 1 Welcome to Training Hiring and training hospitable staff is the most critical factor in providing a memorable dining experience. The host/hostess sets the tone for the dining experience. As a result, you must receive thorough training. This training will familiarize you with the standards and practices that we have established at Osteria Tulia. We want to show our guests the utmost courtesy and professionalism and provide them with an experience they will remember. Because you are the first person a guest sees, greet them with a smile. You are the first impression of our restaurant. Therefore, it would be best if you greeted all incoming guests with a warm, genuine smile. You are also the last person the guest will encounter as the host. When a guest departs, they should be thanked and invited back. Give the guest a positive last impression of our restaurant. TEAMWORK IS ESSENTIAL. A team must follow certain fundamental principles for it to function effectively. The information and instructions in this manual are the basic principles you must follow. Remember, you set the tone for the guest. The smiles you put on people's faces when you answer the phone, greet them, say goodnight, or answer their questions can "MAKE A DIFFERENCE." 2 General Company Information Name of the company: Campagna Hospitality Group Osteria Tulia 466 5th Ave S Naples FL, 34102 (239) 213-2073 Lunch: 11:30 am-2:30pm (Daily) Pasta Power Hour: 2:30 pm-4:30 pm (Daily) Dinner: 5:00pm-10:00pm (Sun-Thurs) Friday/Saturday: 5:00pm-10:30pm Bar Tulia 5th Ave 462 5th Ave S Naples FL, 34102 (239) 228-7606 Open at 4 pm daily Happy Hour: 4 pm-6 pm daily Bar Tulia Mercato 9118 Strada Pl Suite 8150 Naples FL, 34108 (239) 438-1031 Sunday – Wednesday: 11:30am-10:00pm Thursday: 11:30am–11:00pm Friday/Saturday: 11:30am-12:00am The French 365 5th Ave S Naples FL, 34102 (239) 315-4019 Lunch: 11:30am-2:30pm Happy Hour: 2:30pm-5:30pm Sunday – Thursday Dinner: 4:00pm-9:00pm Friday /Saturday Dinner: 4:00pm-10:00pm 3 Specific job prerequisites • • • • • • • Must be pleasant in dealing with guests and co-workers. Must be a team player. Must be well groomed, paying attention to hygiene and attire. Must be able to work under pressure. Must be able to handle high-volume service Must be able to work on multiple tasks simultaneously. Must be able to endure prolonged walking and standing. 4 Your Training Training for this position consists of reading and studying this manual and participating in some on-the-job training, including some testing. Always arrive in proper attire. Observe and ask questions as necessary. Osteria Tulia has a training schedule that all new restaurant employees must complete. In addition, you will receive training materials that you must bring daily. Trainers are responsible for showing, demonstrating, and instructing you in the systems, procedures, policies, and general knowledge you will need to be a successful employee of Osteria Tulia. As a valuable member of our restaurant, we cannot stress the importance of a smile; you must think of smiling as a part of your uniform! A smile is a gesture understood in all societies and cultures. It is the universal gesture of acceptance of another. A genuine smile is always understood and is the most basic customer service skill set. Therefore, all Osteria Tulia employees must find smiling easy. Smiling is a big part of hospitality, and smiling is a big part of what we do daily! Therefore, management will expect that you greet all of our guests with a simple smile and a warm welcome. 5 General Specifics You are required to be at work on time and in proper attire. Your appearance and attitude are essential. Guests are always watching, so don’t look disorganized or mad. If you are having a problem, ask a manager to help you. Also, don’t gossip and don’t look at your phone. There should always be someone at the front door. If you must leave for a minute, have someone cover you or inform your manager that you are stepping away. Always keep up with your daily host side-work. You are to consistently check the bathrooms (approximately every 30 minutes), look for trash, clean mirrors, toilet paper, and paper towel stock, and sanitize the countertops and door handles. Ensure the host area is clean, adequately supplied, and neatly organized. You should also dust & clean doors, windows, and windowsills. In addition, check tables, chairs, floor, & plants to ensure a clean and neat appearance. Greet every guest upon arrival and offer assistance. Direct them to their table and ensure proper sitting. Make sure the guest is satisfied with their table and wish them an enjoyable experience. Provide the highest level of courtesy & hospitality to guests waiting to be seated. Always address the guest first, and let them know you will be right with them. When walking throughout the restaurant, always remember the guest has the right of way. Servers and anyone carrying food also has the right of way, so try not to get in their path. Sometimes you may have to jump in and help on the restaurant floor with table resets, and possibly help run food, etc. You must perform all tasks assigned by management. Lastly, bid your guests' goodnight in the evening and thank them for coming. 6 The Greeting Your greeting is the guest's first impression of the restaurant. Remember, neither you nor the restaurant gets a second chance to make an excellent first impression. • • • • • • When greeting guests, try to use their names whenever possible. Do not use the Host stand as a shield to stand behind. Stand up front, do not make the guest approach you. You must make the first move in welcoming your new guests. Make every guest feel wanted and appreciated when they enter our front door. It will help if you change your greeting to what feels comfortable. It is of great importance and business value that each guest receives a special greeting. Communication and Courtesy Communication, by definition, is a verbal or written message, but other factors come into play when people communicate face to face. Communication is: • 5% Words • 35% Tone of Voice • 60% Body Language 7 Hospitality Hospitality is the relationship between a guest and a host or the practice of being hospitable. Specifically, this includes the reception and entertainment of guests. Hospitality words are words chosen to be more generous or welcoming. Hospitality words: When greeting a guest who is checking in at the host stand: - “Good evening!” - “Good afternoon!” - “How may I help you?” - "Welcome to Osteria Tulia (or Tulia for short)!" Essential questions to ask the guest about their reservation. - “Are we checking in with a reservation, or are we walking in?" - “Would you like to dine inside or outside tonight?” When seating a guest - "Enjoy your meal!” - "Have a wonderful evening!” If asked, "Where is... (The bathroom, or Bar Tulia) - “Here, let me show you." - "Right this way." Saying Goodbye - "Thank you for coming” - "Please come back again." - “We look forward to serving you again!" DON'T FORGET ALWAYS TO SMILE 8 Telephone Etiquette PRONOUNCING OUR NAME FIRST AND FOREMOST is the pronunciation of our name: Osteria Tulia (oste’ria too lee ah). An Osteria in Italy is a place that serves wine and simple food, with emphasis on local specialties such as pasta and grilled meat or fish. Answering the telephone is the responsibility of the host. Be aware when the phone is ringing. Be sure to answer after a maximum of two rings. When speaking on the telephone, there are some basic principles to which you must adhere as a professional host. In addition, there are some Dos and DON'Ts. Answering the phone: “Good afternoon/evening, thank you for calling Osteria Tulia. This is _____. How may I help you?" Avoid "I don't know": It’s common for a guest to ask a question for which we don’t have an answer. Instead of saying “I don’t know,” respond in the positive: “That’s a great question. Let me go find out for you.” If we say, "I don't know," this leaves the guest frustrated. Instead, turn the negative "I don't know" into a positive. Be careful how you transfer Saying “Let me transfer you” or “let me put you on hold” is a negative. How often have you been transferred, only to start over on an automated system or to have the call dropped? While you may not be able to avoid having to transfer your guest to a different department, you can make it a positive by explaining your next move. “Would you mind holding for a brief moment?” Putting a positive spin on the hold will expose you as making the guest your number one priority. Make the best of a bad experience. If a guest calls to complain about something, know that you are already dealing with a frustrated guest who does not think very highly about their last visit. So try your best to make lemonade out of lemons, using the following key concepts: • Be empathetic: Communicate that you understand the problem is frustrating and that the guest is upset. 9 • Try to remedy the problem: If you can solve the guest’s complaint, please do so. But if you cannot, you should tell the guest you will get your manager immediately. Bad experiences on busy nights can sometimes be an oversight, but losing an angry guest because of it is never acceptable. How you handle the situation can make all the difference. When you can't bend the rules, offer a winning alternative. There are specific rules you can't break for a guest, but instead of leaving the guest frustrated and disappointed, offer an alternative so that the guest still feels like he is still getting what he wants. Don’t hang up until you know your guest is satisfied. How you end a call is crucial. Before you let the guest hang up, take the small step of asking if there is anything else you can assist with or ask if they have any additional questions. Here is a fantastic way to wrap up a call: "Thanks for calling. Is there anything else I can help with?" Or "Thank you! Have a great day, and we hope to see you soon." A closing line shows your appreciation for your guest, ensures the guest is satisfied, and communicates your willingness to keep helping (if needed). This type of closer is especially effective if you have had an angry guest – Always end your conversations on a positive note. When you are making a reservation: Guest: “Hi, I would like to make a reservation for this evening.” You: “I will gladly help you with that! How many people are in your party? Check current and future availability for the party size. Confirm whether we can accommodate the party of that size on that date and at the specified time that the guest is requesting and record their reservation in the reservation system, Resy. If you cannot accommodate their reservation request, avoid the negative " NO " answer and offer an alternative. "In case we have a cancellation, may I take your information? I will call you as soon as possible if we have any tables open up.” [take their information] Thank them very much, and apologize for the inconvenience. Or you might say, "May I offer you a reservation tomorrow? We usually have more availability on _____." After you have ironed out whether or not they will be making a reservation, go ahead and add it to the reservation system but before hanging up, ask the following questions: 10 • Is this a special occasion, anniversary, or birthday? • Are there any dietary restrictions or allergies of which we should be aware? • Are there any children included in your party that will need a high Chair? Add any particular notes/requests/preferences to the reservation notes area. If you must place someone on hold: "Hi, thank you for calling Osteria Tulia. May I please put you on a brief hold?" Wait for a response, don’t just hit the hold button. Say, "Thank you, one moment please," acknowledging their response to your question. Note: Putting someone on hold without asking them ahead of time AND waiting for a response is RUDE. DO NOT FORGET ABOUT THE GUEST ON HOLD. If you are busy, have someone else answer the phone. Don’t forget that WE ARE A TEAM! Taking a guest cancellation call: Guest: “Hi, I have a reservation tonight at 6:30 that I need to cancel.” You: "Okay, no problem. What is the last name?" Guest: “Lucy” You: "Okay, I will cancel that for you. Can I make a reservation for a future dining experience with us?" Or you can end the call with, “We hope to see you soon. Have a great day [or evening].” 11 Handling Guest Complaints Over the Phone When a guest calls in and complains, we want to make sure we do our best to handle the situation swiftly and professionally. We never want to argue with the guest by any means. Always refer to your manager to deal with guests' complaints, but before doing so, you should gather as much information, if possible, to brief your manager. Start by asking the guest for their name, then the reason for their call. Most of the time, it’s something simple and can quickly be resolved, but there are moments when guests would instead go straight to a manager. So always ask for their phone number as well for a callback. • • • • Name? Number? Reason for your call? Any other detail to help expedite the process 12 Menu Knowledge Menu Knowledge You will be exposed to the menu and its ingredients during your training. It is imperative, as a Host, to know the menu items. This will enable you to assist any guest with questions in person or on the phone. You should • • • • • • • • Know if we have gluten-free, vegan, or vegetarian options on all menus. Know our most popular dishes to make any recommendations. Be aware of our pasta portions: Full size or half size. Be aware of allergies or if any kinds of pasta contain eggs. Simply ask your Chef. Know what desserts are gluten-free if any. Know our gelato choices. Know the difference between Tulia’s menu and Bar Tulia’s menu. Know each menu type and the hours they are served: Lunch, Dinner, Pasta Power Hour, the Bar Tulia menu, Bar Tulia Happy Hour We have a menu board in front of the restaurant that provides the current menu to potential guests. You are to update it whenever there is a menu change so we provide accurate information. Weekly specials come out every Monday and run until Sunday night. So be aware of the weekly specials. Note: Please know what our wine corkage fee is: $35 for the first bottle, and $75 for the 2nd bottle, not from our list. 13 Learning Table Numbers and Proper Table Usage The standard table set up As a hostess, there may be times when you will have to reset tables between seating to help expedite the seating of new guests. Tables are set with the following: • Small plate • Silverware: Fork and Knives, or Roll-ups • Small water glasses • Pepper shakers and Olive Oil We provide seating both indoors and on our outdoor patio. We do not guarantee specific tables or preferences. We can put a request in the guest reservation note and seat based on availability. Please be sure to inform all guests of this imperative information to steer clear of any issues that may arise upon their arrival. All exceptions will come from management. 1 4 75 55 4 2 4 1 1 2 53 63 2 1 1 4 45 2 2 52 62 1 1 2 2 51 61 1 1 4 3 73 3 4 72 3 2 71 6 4 1 1 44 2 1 2 1 3 2 50 2 4 Bar 70 1 2 1 2 43 36 1 8 8 1 42 2 5 41 2 5 40 1 1 2 2 1 4 1 1 2 2 35 3 5 1 2 34 3 2 5 33 4 3 7 7 7 1 5 5 32 4 4 3 2 3 6 31 1 6 5 6 6 30 4 3 8 5 6 4 4 74 5 54 3 5 3 3 2 6 1 2 4 4 1 1 3 2 2 4 3 1 1 4 1 2 1 27 2 1 26 4 25 3 2 1 2 4 3 2 24 3 1 2 4 1 6 1 2 5 23 22 3 6 2 3 6 2 6 3 6 2 76 1 2 21 5 20 4 3 4 3 5 56 6 2 1 6 4 3 3 2 77 5 57 1 4 3 14 The Dining Room Floor Plan **Please note that you will be tested on the floor plan. On the dining room floor, specific tables can pop up to accommodate large parties. We can accommodate party sizes up to 10 comfortably. Because the size of each table varies, you must always be smart with your choices when setting up for any large party. We have two tables set up towards the back of the dining room that we can combine to accommodate, at most, a party of 12. Make sure to let the guest know the location of the table and any other important information for their reservation to avoid misunderstandings and ensure that everyone is on the same page. Always make a notation in the reservation for future reference. You may notice that we have small tables for two and tables for four. A great rule of thumb in high season is to keep parties of twos with the twos and the fours with fours. This is to avoid table shortage when it matters but also to ensure reservations are accommodated accordingly. Remember, the reservation guarantees the guest a table, not a preference. During slower-paced shifts, we can go around that. When you need a table set up, always have a wait assistant do it. If you find the time to step away, you can quickly set up the table yourself. However, during busy moments, we recommend you find a nearby manager. Although the patio is covered, rain showers can affect seating. So in case of a rainy day, managers will have the patio arranged in what we call the rain set up. This is where the outer tables are pushed further in, and the smaller tables are combined to form 4 top tables. This way, guests can still be seated outside, weather permitting. Remember that rain can cause a delay in seating and guests to move from outside to inside. Therefore, as a team, you must always discuss a backup plan. Be aware of popular, unpopular, and tables preferred for walk-in guests. For example, tables such as table 20, table 40, and table 45, and sometimes the high tops, can be more challenging to seat than the other tables inside and on the patio. Guests who dine with their dogs must sit outside on the patio. If the dog is a service animal, the guest can sit inside if they choose. Guests with dogs must be seated where the dog is out of the way and not in the aisle. Avoid congested sections or tables inside that requires a far walk. 15 Understanding Resy and Making Reservations Resy is our reservation system. Throughout your training, you will learn how to use Resy. Getting guest information, making reservations, doing table checks, and utilizing the wait list are some of the main objectives of training. Taking a reservation It is essential when making a reservation that you get the correct information. Verify the date and time the guest would like to dine. Ask for the party size to check availability. Always give the guests other options if their first choice is not available. Include any notes about the reservations, such as seating preferences, special occasions, allergies, food diets, etc. any information added is helpful and makes the guest experience much better. Always repeat back the reservation to confirm before saving. Guests will then receive a confirmation email if it's provided. Guest Book Resy saves each guest’s profile in its integrated guest book once a guests make a reservation. If they used Resy before, their information should pull up, using either the guest’s phone number, name, or email. Since all our locations use Resy, we can use the guest book to view the guest dining history and current and future reservations at any of our locations; however, we cannot make reservations for those locations without authorization. The importance of doing a table check One primary tool of Resy is checking table statuses. When you do a table check, you are checking the status of that table's dining experience. This is very important for the person running the board, as this helps give a more accurate quote time when running a waitlist. But, more importantly, it allows us to know if there are tables available to sit. When doing a table check, your goal is to keep your board runner informed. When you are looking at the floor plan on your iPad, and as reservations check in and get seated, you will notice a color fill for that table. This indicates the start of the guest’s service. Dinner service runs in multiple courses, appetizers, entrees, and desserts. You must know the difference between these courses to provide an accurate update. Once you change the table's status, the color of that status will change accordingly. 16 It would be best to become accustomed to regular table checks, even when business is slow. The restaurant is very popular, and we tend to get rushes at any time. You must always prepare for a rush. Table checks will always help you get ahead, so do them as often as possible. Never wait to be told to do an update. Take the initiative and be prepared. Button uses: • • • • • • • • • • • • • • • • Reserved: the reservation is booked Left message: a voicemail has been left after calling to confirm a reservation. Confirmed: the guest has confirmed their reservation. Late: the party will be late. Partially Arrived: some of the party members have arrived for their reservation. Arrived: the guest has checked in their reservation. Partially seated: some of the members of the party have been seated. Seated: the entire party has been seated. Appetizer: look for small dishes or bowls, shared plates, a pizza, or a salad. Entrée: look for big pasta bowls or large dishes; sometimes multiple pizzas. Dessert: pastries, gelatos or cakes, and sometimes coffee; look for dessert spoons on the table. Clear: ONLY used after the table has finished their entrée. Check Dropped: the server has presented the check to the table, and the table will pay. Up and Dirty: the guests have left the table, which needs to be reset. No Show: When a reservation fails to show up without calling. Done: The table is ready to be seated. **Your main goal is to ensure the floor plan is filled with colors. 17 The Wait List Not only do we take reservations, but we also accept walk-ins. During active service, we may become overwhelmed seating both reservations and walk-ins. When this happens, we may need to start a wait list depending upon table availability. Your reservations take priority in seating, so it is essential to balance seating reservations and seating guests on the waitlist. This is where the table checks come in handy. Once you get a table update, you can give an accurate quote. Quote times can vary, so when giving a quote, give the guest a range instead of a precise time. This will provide you with wiggle room in case tables take a little longer than anticipated. On a busy night, most tables at Tulia can turn (get up) within 1hr 30m to 2hrs depending on the party size. Of course, this is not always the case as some tables may sit even longer. (Always have a backup plan in place.) Resy is set up to take that into account. So, you should make reservations with that in mind. -Parties of 2 can turn within 1h30m to 1h45m. -Parties of 4 can turn within 1h45m to 2hrs. -Parties of 5 or more range from 2h to 2h30m (more or less). General quote times for when a table is on their: • Appetizer – within the first 30mins of service, the guest will have ordered or received an appetizer(s) for the table. So, if you are quoting from this point in time, the walk-in is looking at a 1hr to 1hr 15mins wait time. (Depending on the party size). • Entrée – after finishing appetizers, the guests are ready for their entrees. This usually happens within 45mins of their dinner service. So, if a walk-in of 4 comes in, the quote would be about 45mins to a 1hr wait time. *Please Note: When a table is cleared from their entrees, the table will either decide to order desserts or get their check. At this point, you can follow up with the appropriate quote time. • Dessert – At this point, the guest is ordering desserts, which don't usually take too long to enjoy after it hits the table. However, in some cases, guests can add an afterdinner drink or maybe finish up a bottle of wine, which may add more time to the quote. This course can take roughly 15-20 mins until the table is ready for their check. So the quote at this point could range from 20-25mins wait. 18 • Check Dropped/Paid – once the table has received its check, payment won't be too far behind. At this point, you should have a table ready within 10-15 mins. The more you do the table checks... The more accurate your quote for the wait list will be... And the sooner we can get the next table seated... Again, many factors can affect your quote time. However, this system is the most efficient way of having a successful shift. If guests become impatient, keep your manager in the loop so they can help alleviate any issues. Important things to remember when starting a waitlist • • • • • The board runner is the one providing the quote. If you are the seater, always check with them before seating any guests. Always remember to call the guest on the wait when their table is ready. Resy allows you to notify them via text as well. There is a 15 min grace period before canceling after making the first attempt to notify the guests. Use descriptions to help identify the guest while waiting at the bar or elsewhere. Always communicate with guests regarding any updates about their table. In case they become antsy, it will help ease any tension. 19 Seating How we seat the tables determines the flow of service. Think of yourself as the conductor of the restaurant, the person controlling the restaurant's rhythm and pace, which makes your role very important. Regarding seating tables, you should follow a rotation for the servers. You should equally distribute the covers or the guest count for the server. Your numbers will never be the same, but they should at least be within a range of each other. Sometimes servers get double sat, and it's okay; however, we try to avoid it as much as possible. If a server's cover count is low, try to catch them up by adding them next into the rotation. Always know who you will sit next in your rotation, and remember the next couple of tables to be seated. That way, you aren't stuck with a line at the door trying to figure it out at the moment. Generally, there are two positions at the host desk. First, you have the board runner, which is the person controlling the flow of service. They are checking guests in and directing the seater to the selected table. They are the ones in control and should be the main person in charge of seating arrangements. Resy helps control the reservations' pace, and specific hours can be heavier than others. It is okay to start a small wait to give the kitchen some time to catch up. The board runner can quickly come to that conclusion should they see fit. The person doing the seating is just as important. As the seater, you should be answering the phones, cleaning menus as they make their way back, seating guests, and doing table status updates. The more efficient you are at your job, the more efficient the board runner is at theirs, and the flow of service can happen naturally. Walking guests to their table When walking guests to their table, always make eye contact with the party and use their names if possible. Use hospitable terms to ask them to follow you to the table. If the guests don’t like the table selected, check with your board runner first before walking the guests to another table. Remember, your board runner is the person in charge of table arrangements. This means they have a plan in action to utilize each table effectively. Going against that, without their knowledge, can cause a series of events such as table shortages, which we must always avoid. 20 If the party is satisfied with the table, remove any extra settings from the table before walking away, and tell them to enjoy their meal. Never walk faster than the guest. Try to keep up with their pace. You should never be so far ahead that you lose the party. Keep the conversation light, and remember to be hospitable. When seating a table with kids, always ask the parents if they would like a kid’s menu and if they need a highchair. If so, find a busser to get the highchair for you. Note: This is also good information to ask the guest when making a reservation, so you're prepared upon their arrival. How to Use the Bar and Bar Tulia as a Seating Option When suggesting the bar as an option, always remember that the bar is first come, first serve and does not take reservations. It is common for guests to grab a drink at the bar while they wait for their table. Always make sure the guest checks out with the bartender first before taking them to their table. The option to transfer an open bar tab to the table is available but must be communicated between you, the bartender, and the server. So, what is Bar Tulia? Bar Tulia is the sister bar to Osteria Tulia on the other side of the restaurant. It is considered a gastro pub, a place that serves high-quality food. Bar Tulia offers a full menu and happy hour that run daily from 4 pm-6 pm. Our 5th Ave location does not take reservations, so walk-ins are always welcomed and encouraged. On busier nights, when we tend to get an overflow of guests waiting at the door and the restaurant bar, suggesting Bar Tulia as an option while the guests wait for their table can make a huge difference. Most guests will always follow through, and all you must do is remember to call them when their table is ready. 21 Running The Board As mentioned earlier, the board runner is the person in charge of directing the restaurant's flow. The board runner is responsible for: • • • • • • Giving guests the initial greet Checking reservations in Make sure servers receive reservation chits with important notes Controlling the pace of the Restaurant Running the wait list Selecting servers for floated or pick-up tables within a timely matter. The board runner should have patience and be able to work under pressure. Multitasking is also a plus, as it can get overwhelming quickly if you are not focused. When running the board, you are expected to look over reservations for the night, checking to see if any large party tables need to be set up. As you review the reservations, note any requests or VIPs and inform the server and the manager on duty. Server sections should be assigned in Resy and ready to go before the shift starts, and you should already determine the first couple of tables you plan on seating. Prepare for walk-ins as they are usually the first group to arrive. Know which tables you'd like to reserve for walk-ins. Keep a clear mind and always stay focused. As the board runner, you may run into demanding guests. ALWAYS grab the manager on duty to handle it. If you are in a pickle, you can always ask your manager to help you find a solution. We're all on the same team, so help should always be available to you. 22 Introduction to Toast POS The point of sales system that we use is called TOAST. Like Resy, Toast is very userfriendly. The restaurant offers online ordering through our website. However, you are expected to take takeout orders over the phone or even in person. When a guest calls to place a Togo order, you are to take down important information such as the name of the guest and their phone number. Since people tend to order from Bar Tulia and Osteria Tulia, verify from which location they would like to order. That way, you know which menu they are using. Hosts are to use the number 600 to login into Toast. 600 is designed specifically for the hostesses to use. A check-out report is to be completed at the end of each shift. Under this number, you can place a takeout order, sell gift cards, sell t-shirts, and other retail. You will be shown how to place a Togo order throughout your training; however, you should get familiar with the different screens and options in Toast. Remember that guests can call in and order from either Osteria Tulia or Bar Tulia, and sometimes from both places simultaneously. When this happens, always indicate on the ticket that the food is coming from either BT or OT. This will help the kitchen pack the order correctly. Door Dash We also use Door Dash, a separate online ordering system that guests can use to have our food delivered to them. When a Door Dash order is received, you must enter the order promptly. First, check over the order to make sure everything is correct. Always enter a tab name on the order. Like all takeout orders, the check should show the tab name, especially for Door Dash orders, as the driver will verify the name and order upon arrival. Once the Door Dash order is complete and picked up, you should close the order out to a house account, another payment method indicated by a number assigned to super regular guests or specific companies. Hostesses must remember the two main and most common house accounts, #4000 for Door Dash orders and #2000 for online gift card orders. 23 Online Gift Card Purchases Guests can make gift card purchases in person and online through the website. You will be shown how to sell a gift card and check a gift card for their balance through Toast. Online gift card purchases are printed and given to you by your manager to get mailed out. When you receive the order, you are to enter it in Toast and close the order out to house account number 2000. Keep the order copy to turn in with your check out at the end of the shift. Tipping When taking Togo orders over the phone or in person, you can accept tips for the service. So, you must enter any tips made from orders taken. Online orders done directly from the website, on the other hand, are not included as tips made from these orders and are donated to the Restaurants Chef fund. Online orders are received through the online order account. To get into the online order account, you must use login number 1234. Do this only when you receive an order and need to do a check-out for that account. Then, turn it in with your host check-out. Check Out Because you handle cash and receive tips, we need to be able to report that, so you are to do a check-out at the end of your shift. Once your check out is turned in to your manager, they will divide any tips made amongst those that worked the shift. Therefore, it is crucial to do a check-out at the end of your shift to ensure you get any tips made. 24 Conclusion There is a lot of information contained in this manual! Believe it or not; however, there is even more information that is not. We have given you the basics, as we view them and how we would like them to be conducted. We want you to use the service tips in the manual, along with your common sense and, above all, YOUR individuality, to help create an atmosphere that will encourage good times for our customers and yourself. If this happens, you will be ensuring the success of not only the restaurant but also yourself. GOOD LUCK!! 25 Getting Started Host Side Work Every shift at the restaurant has an opening, running, and closing side work. These duties are essential in ensuring smooth daily operations and ongoing quality service. They require teamwork, and we will maintain service excellence through your cooperation. Opening and closing duties will not be considered complete until the manager on duty approves. Running side work refers to ongoing tasks while the restaurant is open for business. The responsibility of ensuring these duties are being done during the shift is that of you and your teammates. Opening Duties and Checklist Ö Use the Allen wrench key to unlock the front doors. Ö Check the restrooms: Make sure they are stocked with toilet paper, paper towels, and hand soap. Make sure the mirrors are cleaned and free of water spots or stains. Make sure the splash guard is dried off. Pick up trash from the floor and push the garbage down if overflowing. Note: if there are any issues with the bathroom, always inform a manager. Ö Clean the windows using glass cleaner: Make sure there are no handprints on the door. Then, wipe and dust off the window seals. Ö Clean and sanitize the desk. Ö Put out your menus. Make sure they are cleaned off. Ö Check the voicemail messages: Passcode 1111. Ö Call and confirm reservations. You are to check the restrooms consistently, at least every 30 mins throughout your shift. Closing Side Work Ö Ö Ö Ö Take out the trash from the host desk. Check and stock the restrooms. Clean and sanitize all menus. Make sure all iPad and tablets are put to charge. Always run your check-out report at the end of your shift. 26 Scheduling Your manager will review your schedule with you, including your training schedule for the week. We use an app called Restaurant365 for scheduling. You should get familiar with it on your first day of training. Personal Appearance 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 general concept and how our restaurant is perceived in the guest's minds. You are entrusted with handling our guests' needs and must, therefore, always reflect cleanliness and wholesomeness. Remember ● All clothing should be clean, ironed, and in good shape. Desist from opting for clothes that display discernible tears, rips, or holes, even if it is the current fashion. There is no excuse for reporting to work out of the dress code. ● All employees should maintain an acceptable level of bodily hygiene to ensure that interactions with other staff and guests remain positive and pleasant. ● Work clothes should be professional, so they should not be too revealing or casual. ● We allow female staff to wear jewelry, but we urge them to keep it minimal. ● A smile is part of the dress code…a smile is part of the dress code…A SMILE IS PART OF THE DRESS CODE! ● Do not report to work with un-pressed or dirty clothing or unkempt hair. ● Keep perfumes and scents to a minimum. Disciplinary Consequences When an employee disregards our dress code, their manager should reprimand them. Sometimes, managers may ask the employees to return home to change. 27 Host Attire Guidelines Looking Date Night Ready Women Dresses, Skirts, & Pants Dresses, skirts & pants must be clean and wrinkle-free when arriving at work. No jeans. The length of the dress or skirt must be modest (think about reaching and bending). Colored jeans are acceptable. No light blue jeans. Shoes Boots, booties, heels, or flats (clean & polished), Colors must match the outfit. Non-slip shoes with adequate arch support are recommended. No athletic shoes with prominent logos showing. Blouses Blouses that move and camisoles are acceptable under a cardigan or sweater—no graphic tees. The neckline must be modest—no visible undergarments. Accessories Accessories must compliment the outfit and match the aesthetic. Think classic and on-trend. Nothing loud, flashy, or distasteful. Fingernail polish must not be chipped. Hair must be clean and styled. No hats. Men Pants Jeans or chinos. Denim should be fitted, dark & plain with no “loud” pockets or stitching: no rips, tears, or fading. Rolled up is fine. Shirts Long-sleeved, collared button-down shirts (fitted, wrinkle free & tucked in). Sweaters & ties are okay. Shoes Oxford or wingtip dress shoes, white soles are fine (clean and polished). Non-slip shoes with adequate arch support are recommended—no athletic shoes. Accessories Accessories must compliment the outfit and match the aesthetic of the restaurant. Think classic and on-trend. Nothing loud, flashy, or distasteful. Hair must be clean and styled. No hats. 28 29 30 31 32 Day 1: Orientation and Host Observation The following will be your training focus for the day. Please remember to ask plenty of questions! Hostess/Host Uniform Check Ö You must arrive "date ready" for work Training Materials Needed: Ö Training Manual Ö Floor Chart Ö Menus and Menu descriptions Objectives & Activities Ö Ö Ö Ö Ö The manager will conduct an orientation Fill out all new hire paperwork You will receive an employee number Learn how to clock in and out You will be given a restaurant tour, which will include: o Host Desk Area- where to find gift cards, locate phones, pens & pencils, matches, menus, POS system, lost & found, mailbox, reader glasses, useful documents (treat to dinner, gift card order forms, applications, etc.) business cards, iPad chargers, Tulia T-Shirts for Sale o Restrooms o Kitchen: dish pit, walk-in coolers, freezers, expo, drink station o Manager Office(s) o Mouse House (storage shed), where you can find toilet paper, paper towels, table turners, garbage bags, Togo silverware, and window cleaner. o Upstairs Supply office/Liquor Room o Employee Parking o Designated Menu Stations o Bar/Service Bar Ö Ö Ö Ö Opening Procedures Floor Chart/Table numbers Introduction to ResyOS Introduction to Toast Ö Ö Ö Ö Ö How to do table checks Doing bathroom checks Greeting and seating Menu/Menu descriptions Tasting Food 33 Please review the following documents with your trainer and please initial that you received them ____ Employee Training Manual ____ Floor Chart ____ Daily Hostess Objectives ____ Hostess Job Description ____ Hostess Dress Code ____ Menu Descriptions and Menus Shift Observation Please observe the daily operations of the Host stand. Please review with your trainer where everything is stored around the host desk. Please make learning the floor chart a priority, including the table numbers. Trainer_____________________________________ Date___________ Trainee_____________________________________ Date___________ 34 DAY 2: Resy Tutorial and Toast Tutorial The following will be your training focus for the day. Please remember to ask plenty of questions to your trainer! Hostess/Host Uniform Check Ö You must arrive "date ready" for work Training Materials Needed: Ö Training Workbook Ö Floor Chart Ö Menus and Menu descriptions Objectives & Activities Review Ö Please review the floor chart, table numbers, and position points with your trainer. Ö Review with your Trainer the Opening and Running side work Resy Reservation System and Observing Host Duties Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Clock In Phone Etiquette How to use ResyOS How to make a reservation How to cancel a reservation How to change the Date/Time or party size in Resy Guest notes, special requests, VIPs, regulars Understanding reservation policies Patio Seating procedures Starting a waitlist Quoting and alternative options How to handle guest complaints Do table checks, and know the difference between apps/entrees/desserts. Explanation of Treat to Dinners How to place a Togo order and adjust prep time in Toast. Tip Distribution Understanding online orders How to input Door Dash orders and change stock status on menus. Understanding House Accounts How to add value to a gift card and check the balance Selling retail items: 1 lb. Caponata, T-shirts, Olive Oils Running check-outs Tasting Food 35 Expo Shift This portion of your training is for you to get familiar with our Expo department. In addition, we would like you to get a "general" overview of what our food looks like when it exits the kitchen. Although, as a host, you will be required to have a clear understanding of the food we offer, you may be the person that may take a "Togo" order, and management wants to give you the knowledge to execute this task. ● Please have a current menu with you to check off what you see ● Become familiar with the Expo layout ● Learn and understand our plate presentations Chef Trainer________________________________ Date__________ Trainer_____________________________________ Date___________ Trainee_____________________________________ Date___________ 36 Day 3: Board Running You should be in full host uniform attire and be bringing your Hostess Training manual every day during the remainder of your training. Remember, one of the most significant contributions you can make to Osteria Tulia is your smile!!! Objectives and activities Running of the board for dinner service and performing all Hostess Duties Ö Ö Ö Ö Ö Ö Ö Ö Ö You will be responsible for all Opening duties You will be responsible for taking the lead in greeting all our customers You will be responsible for making sure that we bid a fond farewell to our customers You will oversee the seating rotation Waitlist Descriptions Running side work Phone Procedures Reservations Seating the Waitlist Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Clock In Opening Procedures Floor plan review Resy Review Toast Review Learn how to peg reservations How to move already seated tables to other tables Learn when to allow walk-ins and when you need to go on a wait How to quote wait times Understanding turn times Know the difference between Grid view and floor plan view in Resy. Understanding hospitality as a board runner Learn the proper verbiage Know how to weigh your options Closing procedures Tasting food Trainer_____________________________________ Date___________ Trainee_____________________________________ Date___________ 37 Day 4: Bar Tulia Training Objectives and activities Get a brief rundown on hosting at Bar Tulia. Review Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Ö Clock in Please review with your trainer Resy review Toast review Opening procedures Floor plan Observe Bar Tulia Go over host duties at Bar Tulia How to place Togo orders at Bar Tulia How to run the wait list Running side work and bathroom checks Closing procedures Tasting Food Trainer_____________________________________ Date__________ Trainee_____________________________________ Date__________ 38 Host Training Checklist This checklist aims to ensure that you and your trainer have gone over all the essential points in the host department before you are released from training. By signing this checklist, you understand all the requirements of the position and will be held accountable. Failure to fulfill these job responsibilities may result in disciplinary actions. Dress Code: __ Host Attire Host Operations: __ Arrives for your shift ready to work and on time __ Understands and can perform Opening Duties __ Understands and can perform Running Duties __ Understands and can perform Shift Change duties from Lunch to Dinner __ Understands and can perform Closing Duties __ Understands and can perform a wonderful Greet and Farewell while exhibiting a sincere SMILE __ Understands and can perform the functions of a "waitlist." __ Proper telephone etiquette can also give directions to the restaurant __ Understands and can perform the task of making a reservation __ Understands and can perform the task of selling a gift certificate __ Understands and can perform all duties associated with Resy and Toast Menu Knowledge & Customer Relations: __ Demonstrates a general understanding of our restaurant’s menu __ Understands and can explain our promotional materials __ Asks for help when needed __ Understands that a manager MUST solve all challenging interactions with our guests Host Station Maintenance: __ Understands and can demonstrate how the Host stand should appear __ Removes debris from the entryway __ Dust area that surrounds the host stand __ Makes sure that the business cards, toothpicks, and menus are stocked __ Maintains the glass area surrounding the hostess stand __ Maintains proper bathroom cleanliness Trainer ______________ Trainee _______________ Manager ________________ Date _________ 39 Host General Information Quiz Name_______________________ Date________________________ 1 How many locations do we currently have? a. b. c. d. 3 4 1 2 2. What is Tulia’s phone number? __________________________ 3. Name your general manager? __________________________ 4. What are Osteria Tulia’s lunch hours? a. b. c. d. 12pm-5pm 10:30am-4pm 11:30am-2:30pm 11am-3:30pm 40 5. Explain Pasta Power Hour. ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ 6. What are some differences between Bar Tulia and Osteria Tulia? ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ 7. What is the name of the Chef/Owner of Osteria Tulia? a. b. c. d. Anna Betulia Mike Natal Chef Rafa Vincenzo Betulia 8. What is a gastro pub? a. b. c. d. A place that serves high-quality food An Irish bar A place that serves small foods A bar and lounge 9. What are Bar Tulia's hours of operation? ____________________________________ 10. Osteria Tulia has a daily happy hour available at the bar. True or False? a. True b. False 11. Who is your immediate host manager? ____________________________________ 41 12. What are our gluten-free options? ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ 13. How do we handle guest complaints at the door? a. b. c. d. Grab your manager Argue with the guest Ignore the guest and keep doing your job Walk away. It's not worth it. 14. A guest walks in and would like to purchase a gift card. What number do you use to login into Toast? a. b. c. d. 1234 600 900 300 15. The relationship between a guest and a host is called? a. b. c. d. Family Partnership Hospitality Host 16. Weekly specials come out every_______ and run until________? a. b. c. d. Sunday, Monday Tuesday, Saturday Monday, Friday Monday, Sunday 42 17. Do we have a corkage fee? If so, what is it? ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ 18. What is the name of the reservation system that we use? a. b. c. d. Resy Toast Aloha Open Table 19. When you’re doing a table check, you are? a. b. c. d. Spying on the guest Checking to see the status of the tables dining experience Looking at food Taking a stroll 20. The two main and most common house accounts that hostesses must remember are _______ for Door Dash and ________ for online gift card purchases. a. b. c. d. 900 and 1000 2000 and 3000 2000 and 600 4000 and 2000 21. What are the two positions at the host desk? a. b. c. d. Board Runner and Seater Greeter and Board Runner Server and the Busser Bartender and the Board Runner 22. A smile is part of your dress code. True or False? a. True b. False 43 6 5 4 1 4 4 1 4 1 1 2 3 4 4 4 1 3 1 25 2 4 4 3 2 24 3 1 6 1 2 2 3 4 1 6 5 5 23 22 3 1 2 2 5 1 2 3 6 2 6 3 1 2 2 4 3 2 3 5 4 3 3 2 1 4 2 3 1 23. Fil in the floor plan. Number each table. 3 4 3 1 2 2 2 1 1 3 4 2 2 1 4 1 1 1 2 2 1 1 4 1 1 2 3 4 8 8 2 2 3 6 4 1 1 2 1 2 1 2 1 Bar 3 1 2 4 2 1 2 1 2 4 6 5 1 3 4 5 3 5 2 2 1 4 2 1 2 1 2 3 5 2 5 7 7 7 1 4 5 2 3 6 6 6 1 1 6 5 8 4 6 3 6 5 6 4 3 5 2 3 2 24. List the pop-up tables ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ 25. List all the booths/banquettes ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ 44