Restaurant Service Guidelines

ORDER OF SERVICE 1. WELCOME A meaningful welcome is non negotiable – whether Host, Manager or Waiter, we need to let our customers know we’re thrilled they’re here. Unless you’re at a table, make sure you’re doing everything you can to make eye contact, smile and say hello. 2. FIRST CONTACT Once...

ORDER OF SERVICE 1. WELCOME A meaningful welcome is non negotiable – whether Host, Manager or Waiter, we need to let our customers know we’re thrilled they’re here. Unless you’re at a table, make sure you’re doing everything you can to make eye contact, smile and say hello. 2. FIRST CONTACT Once they’re sat, this is your opportunity to connect with your table, and has to be your absolute priority. Don’t let anyone else have FIRST CONTACT with a new table in your section Get there early (within the first few minutes) Show them you’re in charge and that you’re interested If you find lots of tables sat in your section at once, prioritise FIRST CONTACT rather than clearing tables, taking payments or running food & drinks. Get your manager’s attention, so they can help clear tables and take payments while you get on with welcoming your new customers – supporting you is the manager’s job! Go to the table with a bottle of each type of water: “Would you like some (complimentary) still or sparkling? Take a moment to read the table & identify what kind of meal they’re looking for? - A quick bite before they rush back to the office? - To really settle in and have the full experience? Evaluating what they want (& the time they have) will help you tailor your service to their needs. Are any menu items unavailable? You don’t want them getting excited about a dish they can’t have! Observe their body language – do you get the feeling they might want a beer or Aperitivo straight away? If so, turn the menu to indicate the drinks, and start with: “Can I get you something to drink”? 3. TAKING THE DRINKS ORDER Some people know exactly what they want before they arrive, so you might even get the whole order at First Contact, but if they weren’t ready to order a drink then, make sure you go back within 5 minutes to check if they’d like something. With a 90 minute Turn Time, you can’t allow tables to stagnate in that crucial first 10 minutes. You don’t want to rush them, but customers who want a drink will probably order one if you ask... 4. TAKING THE ORDER After you’ve sent the drinks order, return to ask: “Do you have any questions about the menu”? It works to order a few Antipasti alongside Aperitivi while they’re still looking at the menu, but if they’ve already been sitting for more than 10-15 minutes, you might want to encourage them to order their Pasta at the same time. A question like: “Do you know what pasta you would like to have afterwards?” might encourage them to give you their whole order, saving you from having to return to the table later when you’re busy, and while they’re eating their Antipasti. You can also share how the kitchen operates: “The kitchen can get busy, and if I take your pasta order now, you won’t have a long wait after your Antipasti” --- Our Pastas are smaller than a main course so we recommend 3 pastas between 2 if they’re hungry, but a salad &/or bread can supplement 1 pasta each. We assume Antipasti are shared, but with Pasta we like to put a spoon and fork on each pasta plate if they’re sharing, so clarify with them if it isn’t obvious. Make a note & add “SHARING” to each Pasta Course on the Till, otherwise we’ll assume they aren’t. --- Our Pasta should be perfect when it comes out of the Pan and onto a hot plate, but if it sits there for more than a few minutes it becomes stodgy and unappetising, which is why we... STAGGER THE PASTA INTO DIFFERENT COURSES, if A table orders more than 1 pasta per person They order the Tagliarini with Crab or Mussels, as well as Pici, Ravioli or Pappardelle Beef Shin, as fish flavours clash with the butter and beef Check with the customer that they’re happy for their pasta to be split into 2 or more courses before you put that on the Till. (If they have a short turn time, it might be better to order all the pasta at once to avoid it jeopardising their turn!) --- Take the menus away once they have ordered – if they’re ordering more food later, leave them with 1 menu under the pepper grinder as an NVI (Non Verbal Indicator). Work with the Bartender and Runner when the drinks arrive to organise the table so it’s easy for the runner to put the food down later. Making space for plates on the table is important, and if you’re taking an order that requires a lot of space – make the space available at this point. 5. SETTING THE TABLE Set them up with sharing plates, and ensure they have everything else they need – napkins, cutlery & water. Most importantly – have their drinks arrived? Their drinks MUST arrive at the table before the food. You can ask a manager for support, or highlight to the bar so they help. 6. SENDING MAINS AWAY Along with taking the order early, a timely Mains Away is the best way to Turn your Table without stress. The timing of your Mains Away also gives you the opportunity to space their courses out in the most pleasant way, creating enough time to clear and relay between each course. Pastas take between 5 - 15 minutes, depending how busy the Chefs are. You want the food to flow through the meal, and in general it is better to have a small gap between Antipasta and Pasta than to slam all the food on the table at once. It’s your job to sequence the arrival of the courses correctly, so keep an eye on how busy the kitchen is, and check with other waiters how quickly their pasta has been coming out. If you Mains Away late, and you’re worried about the delay, speak to your manager to see if they can help speed things up. Communicate with Your Tables If the food is taking too long, just let your table know the kitchen are busy, and it’s taking longer than you’d like. They might be fine, but if they’re not, speak to a manager about how you can make it ok for them. If the Pasta comes out too quickly, we can always do it again, so check with the table if they’re ready – they may be really happy to have Pasta and Antis on the table at the same time, especially if they’re running short on time. In this case, organise the Antipasta plates so that everything is neat before you bring the pasta. Fresh sharing plates and cutlery between courses is a nice touch, as you definitely don’t want them tucking into a Pappardelle Beef Shin with cutlery and plates covered with crab – as those flavours aren’t going to work well together! (If you’re bringing more cutlery, use the Relay Plate. Don’t give them an extra napkin) MOST IMPORTANTLY – HOW THIRSTY ARE THEY? If a guest’s glass is empty or almost empty, check if they want another drink. It is so, so important that we are clearing away empty glasses and giving them a chance to reorder more drinks. If you’re unsure if they’ve finished their drink, just rest your finger on the base of the glass for a moment. If they’re still working on it, they’ll let you know, but if they don’t react, you’re good to take it away. 7. A HEARTFELT CHECK BACK Our reputation is based on serving the best pasta in the UK, and because we prepare each pasta individually in a single pan, one pan at a time, mistakes with seasoning and the consistency of the sauce can happen: the Chefs aren’t machines! That is why we absolutely need you to check back on whether or not our customers are happy with their pasta. There’s no point waiting until they leave to hear about it online – let’s find out when they’re still with us! And here’s the deal - if a guest isn’t 100% happy with their food, we’re going to change it, comp it or redo it for them, end of story. No awkward conversations – just replace it or a manager will take it off the bill. This check back doesn’t need to stop their conversation; it can be a brief, “Is the pasta ok?” or “How’s the pici?” But it’s vital they know you’re not just being polite! If they hesitate when responding, or if something feels wrong, gather as much information as you can: Do they want us to remake the dish? Do they want a different pasta? Do they want us to take it away and comp it? If you’re taking the dish away, put it by the bussing section and get a manager to look at it and make a decision – DO NOT walk up to a Manager or Pass Chef in the restaurant holding the plate of food. Take the cutlery pot away as an NVI (Non Verbal Indicator) that you’ve done a Check Back. 8. CLEARING THE TABLE If people are having individual pastas, we don’t clear until they’re all finished. If they’re sharing pasta, you can clear empty plates. When they’re finished, clear all dirty plates, cutlery, napkins, and glasses from the table, using the “2 plates in 1 hand method” (see photo in the Notes below). In the bussing area, scrape all the food (especially the cacio pepe!) off the plate and into the food waste bin. Scraping our plates clean, and pouring oil into the food waste stops our drains blocking, but mainly we do it to be considerate to our KPs, who aren’t here to clean up after us! Poor clearing and scraping can sometimes result in you getting assigned a KP shift, so beware! 9. HOW IS YOUR TURN DOING? Our customers know how long they have the table for. The “Turn Time” is communicated by email/ sms when they book a table or join the queue, and during busy services the Host sometimes mentions it in person. But it’s your responsibility to actually get your customers through their meal in the following times: Tables of 2, 3 and 4 people have 90 minutes. Tables of 5 people and up have 120 minutes. Ideally, you want to be putting dessert menus down with at least 30 minutes left. If there’s less time, let the bartender know that you need the dessert quickly, and let your Manager know they’re running behind. 10. TAKING DESSERT ORDER Put the menus back down on the table to highlight where the Pudding & Digestivi sections are. It can be easy to ask them straight away if they want dessert, and if you need to turn them that’s the right thing to do! If they’ve got time, however, don’t rush them out for no good reason. Be observant, let them settle and finish their wine and then come back to them later. After they’ve ordered dessert take the menus & pepper mill as another NVI that they’ve ordered. Relay the table with dessert cutlery. It’s important they have everything they need and nothing they don’t. If there’s an old cocktail or soft glass that looks finished, just gently rest your hand on it – they’ll let you know if they’re still drinking it. 11. LAST ORDER & BRINGING THE BILL When turning the table on a busy night, the last 10 – 15 minutes are really important. Use that time to gauge what we need to do to get them to request the bill. The below phrases can be helpful in encouraging them to ask for the bill: “Are you guys all finished?” “Can I get you anything else”? They may have time for another glass of wine, but be sure not to take an order if they don’t! A quick Limoncello in the last 5 minutes is do-able ~ a bottle of wine isn’t. A Tiramisu or Glass of Wine “for the road” with 10 minutes to go should be achievable, and so on. In the evening, our last order for alcoholic drinks is at 22:45 and the bar closes at 23:00. You must inform any table that has not paid about last orders. Never put down a bill that is not 100% right. Take as long as you need to make sure it’s correct. Our last food order at lunch time is by 16:00 and by 22:15 in the evening. Sunday’s last order in the evening is 21:15. 12. SAYING GOODBYE & RELAYING Make a big effort to say goodbye to our guests as they are leaving the restaurant - not just your own tables but anyone you see heading to the door. A big goodbye means a lot to guests who’ve spent their hard earned money with us. If their last impression is being ignored, while we all stand around talking to one other, it can understandably create a bad feeling, and ruin an otherwise excellent experience! ADDITIONAL NOTES ON SERVICE Section Discipline – It is the Waiter’s job to manage the customer journey from First Contact to Last Order. If you’re in someone else’s section, you are permitted to clear and relay, and to answer any questions, but don’t ask the table a question unless you’re absolutely sure the waiter hasn’t already done so! There’s nothing worse than being asked the same question multiple times, so check with the waiter first. Keeping Your Eyes Up - Always keep your eyes on your section. You don’t need to look at other members of staff in the eyes while you’re talking – your eyes belong to your section. Being a waiter is all about making decisions on what the next thing to do is (you’ll always have more than one thing to do!) and keeping your eyes up is the best way to know where you need to be next. Just think how frustrating it can be for our customers when they really need our help but can’t get our attention because we’re facing one another, and not looking at them. Don’t let this be you! Asking a Manager for Help – During service, your primary responsibility is to your customers, not the team. It’s important that you look after your section first, and only help colleagues if everything is solid. If your section is busy and you suddenly find yourself in need of help, it is your responsibility to ask a Manager for assistance, not the other way around. They’re there to help, but you have to ask for it! You will need the Manager’s help if: You have more than 3 tables that need clearing at the same time. More than 3 tables have been seated in your section simultaneously (the Hosts try to avoid this, but sometimes it happens). If a table is asking lots of questions or if you have a Large Table (8 or more covers) in your section. In any of these instances, flag down a Manager with your eyes, and tell them you need their help while you prioritise FIRST CONTACT & TAKING THE ORDER. Don’t Put All Your Orders in at Once Put one order into the Till at a time. Putting too many orders through at once can overwhelm the kitchen, so take orders at steady intervals rather than in clumps. Make Your Time At The Table Count - You want to visit the table the minimum number of times necessary – if you’re there, take an extra moment to check whether they need anything else, or to observe if something is missing. Have they finished a drink (gently touch the base of the glass if you’re not sure) or are they ready for the bill? When you’re there, get all the info you need, and then you can leave them in peace. One Person at a Table at a Time – Don’t crowd the customer, or fight with each other for their attention. Even when training, we must have no more than one person at a table at a time. Wait for the waiter or manager to leave the table before going in, even if you’re running food/drinks. In this instance, the waiter should step back from the table to allow you in). The only time you’re allowed 2 people at a table is if you’re clearing or running food/ drinks to a large table, where 2 or you can clear/ run simultaneously. 2 Plates in 1 Hand - It makes running food and clearing tables so much easier if you master this skill. The Top Plate balances on the heel of the hand, the little finger and thumb. This takes practice, but gives you a free hand at the table, and makes clearing so, so easy! If you can’t do it, practice at home with empty plates while watching TV, brushing your teeth or making a cup of tea! Use napkins if the plates are hot. Don’t’say “Enjoy” when you put the food down This is a a part of our DNA: You’ll get used to it, we promise! Table Maintenance - At any point during a meal our customers should have everything they need, and nothing they don’t. Once they’ve finished with a drink, be sure to clear it – this is a great prompt to ask if they want something else, and might even help remind you of something you have forgotten to do from the last time you were at the table! The Menu Briefing - The menu briefing is your time to gain an understanding of how each item on our menu is prepared and will taste. Over time, you will build up a detailed knowledge of all the dishes, understand which wines pair well with each plate and know where our ingredients come from, and when they’re in season. This takes time, so don’t worry about admitting to a customer that you don’t know something; you can easily go and get an answer from one of the chefs – that’s the joy of having an open kitchen! The managers will also use the Briefing to run through service points, daily menu changes and any limited items: if an item is likely to run out during service, we would normally only offer it as a ‘special’. The Menu Briefing is also your opportunity to ask the manager any questions you may have regarding service – so that you can feel confident about how the shift will work. Handing Over a Table If you are going on a break or leaving at the end of your shift, you will be handing over your section to another member of the team. If you are unsure who this is, ask your manager. You can’t hand your tables over to another waiter with a full section, so check with the manager who is watching your tables while you are away. Before finishing your shift or taking a break, you must check all your bills and ensure that everything on them is correct. If you have any doubts, take the time to investigate that all the items on the bill are correct. Brief the waiter you are handing over to about each table, being sure to give them any important notes, and indicate that the bill has been checked. Moving through the Restaurant and Volume - We don’t want our conversations overheard by customers. Stand close to the staff member you’re talking to and speak softly in the direction of their ear, facing your section so that you can see if customers or colleagues need you. Always give way to our customers. Once you see a someone coming towards you, stop and retreat to a position where they can pass you. Our Space & The Customer’s Space - Once a table is laid up, we don’t use it or the chairs to put our things on, or to sit down at. If we have to use a table, remove the cutlery and glassware off it FIRST. At Staff Food, or when we’re on a break, use the designated section to sit and eat in (Kitchen Counter at Shoreditch, Downstairs at Borough Market), but still give way to customers, even when on a break. Pasta for Little People – For a child, the kitchen will have some options that are simple and less expensive Tagliarini with Butter & Parmesan Tagliarini with Tomato Sauce These are programmed on the till. Service Charge - Service Charge must be OPTIONAL. If a guest asks to take service charge off the bill, we ABSOULTELY HAVE TO SAY YES! What Happens to your Service Charge? - The “Tronc” belongs to the staff of Padella, and is distributed by the Troncmaster, who is independent of the owners. You don't pay National Insurance on the part of your pay made up from Tronc, so you get to keep more of it. There’s also no VAT charged to the customer.