Server Training Workbook.pdf

LM Restaurants Server Training Workbook Contents Orientation Day............................................................................................................................................. 1 Training Day 1...............................................................................

LM Restaurants Server Training Workbook Contents Orientation Day............................................................................................................................................. 1 Training Day 1................................................................................................................................................ 6 Training Day 2.............................................................................................................................................. 10 Training Day 3.............................................................................................................................................. 12 Training Day 4.............................................................................................................................................. 15 Training Day 5.............................................................................................................................................. 18 Conclusion................................................................................................................................................... 21  Orientation Day Welcome! Congratulations and welcome to the LM Family! We are thrilled that you have chosen to join our growing family of restaurants, with a tradition of providing Carolina Hospitality, housemade food, and thriving environments. Our structured training program will occur during your first week but learning never stops. We will work with you to ensure you maintain a high level of food and beverage knowledge throughout your tenure. It is through this knowledge that we can provide delicious food and Carolina Hospitality to all guests and fellow team members. We are committed to ensuring that you are set up for success with the right training and the right expectations. We pride ourselves on being an environment that will motivate you to be your best. Throughout the training follow your manager and trainer’s instructions and ask questions. Bring this workbook with you daily so you can complete the required tasks and take notes on your training. We hope that you see this opportunity as a starting point for growth with LM Restaurants. We are proud of the many team members that have internally grown in the organization, from team members to certified trainers to shift leaders and beyond. LMU Orientation Read the Welcome Letter Watch the Orientation Video Read the Mission, Vision, and Values with your manager Review the Carolina Hospitality Workbook Watch the Diversity in the Workplace video Watch the Harassment-Free Workplace video HR Team Sharepoint / Training Page | 1 6/14/2024 Mission, Vision, Values MISSION: To nourish our people, our community, and our world VISION: We are a dynamic company that desires to lead, collaborate, and be respected as a gold- standard organization that anticipates industry trends long before they occur VALUES: Integrity Quality Compassion Enthusiasm Creativity Integrity - We are human. Mistakes happen. But having the character to learn and grow is what defines us Quality - We believe that the devil is in the details, and strive to create work product that we can be proud of Compassion - We take care of our people, our guests, and our communities in a manner which instills loyalty in all those we serve Enthusiasm - The ‘Opa Factor’ is the passion we bring to celebrations, where we break plates, and the workplace where we maintain a fun-loving environment Creativity - By challenging ourselves as a team to ‘think differently’ and by staying mindful of our resources, our organization can continue to be relevant in a constantly evolving world HR Team Sharepoint / Training Page | 2 6/14/2024 Training Schedule HR Team Sharepoint / Training Page | 3 6/14/2024 Restaurant Information Restaurant Address: _____________________________________________________________ Restaurant Phone Number: _______________________________________________________ Hours of Operation: _____________________________________________________________ People to know: Owners and Founders of LM Restaurants: Lou and Joy Moshakos _________________________ President of LM Restaurants: Amber Moshakos _______________________________________ Chief Operating Officer: Tannia Doughtery____________________________________________ VP of Operations: _______________________________________________________________ District Manager: _______________________________________________________________ General Manager: ______________________________________________________________ Executive Chef/Kitchen Manager: __________________________________________________ Manager: _____________________________________________________________________ Manager: _____________________________________________________________________ Manager: _____________________________________________________________________ Manager: _____________________________________________________________________ HR Phone Number: _984-218-9124_________________________________________________ HR Email: [email protected]____________________________________________________ Tour Tour and discuss server areas and where to keep personal belongings Review basic safety and accident response procedures Review illness symptom reporting requirements Manager will make introductions with team members on duty Review drink station and team member drink procedures Tour Heart of House Review where to enter and exit during opening or closing shifts Uniform and Grooming Read the uniform and dress code policy with your manager HR Team Sharepoint / Training Page | 4 6/14/2024 Scavenger Hunt  Write down two team member’s names that you met o ___________________________________________ o ___________________________________________  Where should you keep your personal belongings o ___________________________________________  What do you need to do in the case of an accident response o ___________________________________________  Where is the wet floor sign located o ___________________________________________  What illness symptoms must be reported to the manager o ___________________________________________ o ___________________________________________ o ___________________________________________ o ___________________________________________ o ___________________________________________ o ___________________________________________  What are the three principles in Carolina Hospitality o ___________________________________________ o ___________________________________________ o ___________________________________________  What are our five Core Values o ___________________________________________ o ___________________________________________ o ___________________________________________ o ___________________________________________ o ___________________________________________  What day and time is your next shift o ___________________________________________  What is your clock in number o ___________________________________________ HR Team Sharepoint / Training Page | 5 6/14/2024  Training Day 1 Introduction Day 1 Welcome to training, day 1! Today you will check your knowledge on uniform, drink station, and personal belongings, followed by one hour of LMU training. Once you have completed LMU learning, you will see and do hand washing, hosting, and expo followed by short knowledge checks. Today’s LM Restaurants Focus: Work with the Core Values in mind. Enthusiasm, Quality, Integrity, Compassion, and Creativity are all important values that will help build the foundation for your training! Check It – Orientation  Demonstrate the ability to clock in  Check in with the manager and confirm the proper uniform  Confirms the correct location for personal belongings  Demonstrate the ability to log into LMU  Grab a drink while watching training videos o What is the drink procedure _________________________________________ Learn It – Day 1 Watch the Alcohol Awareness video on LMU under the Alcohol Safety Learning Program Go to the Server Training Learning Program in LMU and read the Telephone Etiquette document Watch the Hand Washing video on LMU Watch the OSHA Lifting and Carrying video on LMU Review the Menu Study Guide 1 on LMU or with your trainer See It – Hand Washing Observe your trainer washing their hands Listen to your trainer explain the hand washing requirements What are the five steps of hand washing o _________________________________ o _________________________________ o _________________________________ o _________________________________ o _________________________________ HR Team Sharepoint / Training Page | 6 6/14/2024  Do It – Hand Washing Wash your hands with your trainer observing Tell your trainer key hand washing requirements Demonstrate the five steps to wash your hands Check It – Hand Washing  Demonstrates correct hand washing technique  Indicates awareness of when to wash hands – List instances when you would need to wash your hands o _________________________________________________________________ o _________________________________________________________________ o _________________________________________________________________ o _________________________________________________________________ o _________________________________________________________________  Follows the five steps of proper hand washing  Turns off the sink using a paper towel See It – Host Follow your host trainer and observe where to find a sanitizer bucket and how to fill it up. Using a floor chart, walk through the table numbers with your Host trainer Observe your trainer using the Resi / Wisely platform if applicable Listen to your trainer explain the seating rotation Listen to your trainer answer the phone o What is the proper greeting __________________________________________________________________ Follow your trainer as they greet and seat 10 tables Do It – Host Use seat numbers to identify what table is to be sat next Mark tables and utilize the Resi / Wisely platform with your trainer’s supervision Answer the phone with your trainer next to you with the proper greeting HR Team Sharepoint / Training Page | 7 6/14/2024  Establish the correct seating rotation for 5 tables Seat 5 tables with your trainer following you Before moving on to the expo, change out the sanitizer bucket and show your trainer the test strip after testing the solution o What is the correct PPM for the Quaternary sanitizer solution________________ Check It – Host  Performs the seating duties with a positive attitude and enthusiasm  Accurately identifies the table numbers o What table was your orientation held at _______________________________  Answers the phone with the proper greeting and an audible smile  Demonstrates the ability to use the seating rotation See It – Expo Review the menu with a manager and observe a menu tour Review with your trainer what sauces and dressings are kept on expo Observe the expo using the Kitchen Display System (KDS) o What does “bumping a ticket” mean ________________________________________________________________ o Review “show all day view,” “show recently fulfilled,” and “recall” options on the KDS Have the expo explain the food presentation expectations Listen to the expo describe garnishes and what utensils are needed Observe the expo selling food on trays and how it is sold off the KDS Watch the expo call for items and the proper etiquette for requesting something from the kitchen o What is the best way to request something from the kitchen ________________________________________________________________ Observe someone running food and where to find pivot points on the ticket Listen to your trainer describe the process for refires, modifications, and allergy procedure HR Team Sharepoint / Training Page | 8 6/14/2024  Do It – Expo Demonstrate the ability to bump a ticket from the KDS once it is prepared to be sold Locate the all day view on the KDS to see how many of each item is in process Locate the show recently fulfilled on the KDS to review past orders Assist the expo in setting up a tray to be ran o Place the completed ticket on the tray for the food runner Follow a server or food runner utilizing pivot point rotation – never auction off an item When it is not too busy, ask the kitchen for a side of any sauces or dressings not on the expo to see and taste Check It – Expo  Articulates when a ticket should be bumped  Describes when a plate should be pushed back to the kitchen  Explain pivot point rotation on the check  Describe when you would use the Recall option on the KDS o __________________________________________________________________  List the housemade sauces that you tried o __________________________________________________________________ o __________________________________________________________________ o __________________________________________________________________ o __________________________________________________________________  List the housemade salad dressings that we offer o __________________________________________________________________ o __________________________________________________________________ o __________________________________________________________________ o __________________________________________________________________  What is Auctioning off food? o __________________________________________________________________ o Why is it bad? ▪ ____________________________________________________________ Conclusion Day 1 Great job completing your first day! You should now have a basic understanding of the host and expo functions. You should also know the appropriate times and procedures for washing your hands. Make sure to check out with your manager and clock out. See you on the next shift! HR Team Sharepoint / Training Page | 9 6/14/2024  Training Day 2 Introduction Day 2 Welcome back! Today you will join a Certified Server Trainer and complete your first of two follow shifts. As a server, you must maintain an energetic, friendly, and caring attitude at all times. It is your responsibility to see that each guest is made to feel special and enjoy our fun atmosphere and great food and beverages. Today’s LM Restaurants Focus: Carolina Hospitality. Delivering outstanding guest service is crucial in crafting unforgettable experiences and nurturing guest loyalty. Embracing positive attitudes, demonstrating hospitality through actions, and possessing comprehensive knowledge form the cornerstone of our service philosophy, elevating the standard beyond mere basics. As you familiarize yourself with the steps of service, strive to blend seamless service with genuine hospitality to embody the essence of Carolina Hospitality. Exceptional service isn't just about meeting expectations; it's about surpassing them. It's the small gestures that leave a lasting impact. Check It – Day 1  Clock in and check in with the manager and confirm the proper uniform  Follows dress code, uniform, and jewelry standards  Maintains quality personal hygiene  Take the Menu Quiz 1 on LMU Learn It – Server Follow Review Pivot Point Rotation guidelines on LMU Watch the 8 Steps of Service SOP Training on LMU Watch the OSHA Safety Data Sheet training on LMU Watch the OSHA Trips and Falls training on LMU Watch the Food Allergy Awareness for Employees on LMU Review the Menu Study Guide 2 on LMU HR Team Sharepoint / Training Page | 10 6/14/2024  See It – Server Follow Examine where the Pivot Point Rotation begins for three tables Observe your trainer entering orders in Pivot Point Rotation Observe your trainer using the 8 Steps of Service Observe your trainer cleaning and resetting a table Listen to your trainer discuss allergen procedures and what to ask your guest if presented with an allergy request Follow your trainer as they complete end of shift side work Do It – Server Follow Enter at least three orders from your trainer using Pivot Point Rotation Inform your trainer what step of service they need to do next for two tables Clean and reset a table with your trainer Complete an allergen example – what if a guest wants gluten-free Complete end of shift side work with your trainer Check It – Server Follow  Choose five tables to demonstrate what each seat number is for Pivot Point Rotation  Explain the 8 Steps of Service to your trainer  Demonstrate the proper table set up and cleanliness standard for table maintenance  Describe allergen procedures to your trainer  Who do you need to inform if a guest has an allergy o __________________________________________________________________  Demonstrates thorough and complete end of shift side work Conclusion Day 2 Great job! Remember the three Principles of Carolina Hospitality; Positive Attitude, Hospitality Actions, and Knowledge that make up the cornerstones of our service philosophy to provide exceptional guest service. “The quality of the experience will be remembered long after the price has been forgotten!” Check out with your manager and make sure to clock out before you go. See you next shift! HR Team Sharepoint / Training Page | 11 6/14/2024  Training Day 3 Introduction Day 3 Welcome back! Today you will join a Certified Server Trainer and complete your second of two follow shifts. Begin taking the lead with entering orders with your trainer’s guidance. Anticipate the guests’ needs and offer to assist your trainer when you see a guest may need something. Today’s LM Restaurants Focus: Clean as you go. “Time to lean, time to clean!” World-class cleanliness comes from a team working together to keep the restaurant spotless throughout each shift. Small hospitality actions like picking up a napkin off the ground as you walk by help keep the restaurant guest ready. Treat it like you own it by treating your section like a small business. Inspect and correct before and after each guest to ensure each guest has the best experience. Check It – Server Follow  Clock in and check in with the manager and confirm the proper uniform  Demonstrate what each seat number is for Pivot Point Rotation for five tables chosen by your trainer  Inspect your trainer’s section for proper table set up  Take the Menu Quiz 2 on LMU Learn It – Server Follow Take the Toast online training linked in LMU Read the Tray Service Document on LMU Read the 10 and 5 Rule on LMU Review the Menu Study Guide 3 on LMU HR Team Sharepoint / Training Page | 12 6/14/2024  See It – Server Follow Listen to your trainer discuss an overview of POS functions – order entry, hold items/fire items, modifiers, allergies, separate checks, combining checks, payment, gift cards, tip adjustments, and Shift Review Follow your trainer as they handle glassware and set up a drink tray o Listen to your trainer describe proper glassware handling Observe your trainer balancing a food tray and using a tray jack – do not put trays on a table Observe the 10 and 5 Rule from your trainer Observe your trainer using the 8 Steps of Service Review table maintenance with your trainer o What are the four steps in table maintenance Follow your trainer maintaining the table with table touches, validating orders, suggestively selling another round of food or drinks, and manicuring the table. Review the guest right of way procedure with your trainer o Observe your trainer giving the guest right of way during training Have your trainer discuss complementary (comps) vs void procedures Discuss when to get a manager involved with a table Do It – Follow Server Enter at least six orders into the POS with your trainer guiding you Carry a drink tray with various empty glassware to a table and drop off the glasses without setting the tray down Carry a food tray with various empty plates to a table and drop off the plates without setting the tray down or by using a tray jack Demonstrate the 10 and 5 Rule with your trainer Explain the 8 Steps of Service to your trainer Assist your trainer in maintaining the table by helping to pre-bus or bringing another round of food or drinks. Demonstrate giving the guest the right of way when crossing with a guest Explain comp vs void procedures HR Team Sharepoint / Training Page | 13 6/14/2024  Check It – Follow Server  Demonstrated toast functions o Begin a table o Ring in an order using pivot point rotation o Hold an item o Split an item o Split a check o Print a check o Take a payment o Shift review  Follows proper glassware handling procedures  Demonstrates the ability to carry a tray without setting it down on a table  What do you need to do when a guest is within 10 feet ___________________________  What do you need to do when a guest is within 5 feet____________________________  Recite the 8 Steps of Service to your trainer 1. ________________________________________________________________ 2. ________________________________________________________________ 3. ________________________________________________________________ 4. ________________________________________________________________ 5. ________________________________________________________________ 6. ________________________________________________________________ 7. ________________________________________________________________ 8. ________________________________________________________________  What are the four steps in table maintenance o __________________________________________________________________ o __________________________________________________________________ o __________________________________________________________________ o __________________________________________________________________  Demonstrated pre-bussing and keeping the section clean and free of debris  Explain comp vs void procedures o A guest doesn’t like their drink and is getting something else is a _____________ o An extra side item was rung in but not made is a __________________________  Who do you need to involve anytime there is a comp or a void_____________________ Conclusion Day 3 Did you inspect your trainer’s section for perfect cleanliness before you finished? Great job! Check out with your manager and make sure to clock out before you go. See you next shift! HR Team Sharepoint / Training Page | 14 6/14/2024  Training Day 4 Introduction Day 4 Welcome back! Today you begin to take the information you have learned and apply it as you lead tables with your trainer following. Work with your trainer today on sales strategies and suggestively selling appetizers, entrées, drinks, and desserts. Work with your manager and trainer to discuss any food and beverage pairing suggestions and to try some of the menu items. Today’s LM Restaurants Focus: Salesmanship and suggestive selling. Suggestively selling food and beverages to increase the check average not only puts more money into your pocket but enhances the guest experience by focusing on our housemade food and beverages. Take a look at how increasing drink sales can impact your income. Guests do not typically want to order another drink once their entrée arrives, so it is important to offer another drink when the glass is half-full or below. It is easier to suggestively sell another drink before the glass is empty. Half-full is your cue to get the guest thinking about another beverage. Adding just three drink orders per shift could increase your annual income by over $1000! That is one of the differences between an order-taker and a salesperson. Making authentic recommendations is a key to salesmanship and building guest loyalty. We have success when you have success and using sales techniques learned today will enhance the guest experience and your income! Check It – Follow Server  Clock in and check in with the manager and confirm the proper uniform  Carry a drink tray with various empty glassware to a table and drop off the glasses without setting the tray down  Carry a food tray with various empty plates to a table and drop off the plates without setting the tray down or by using a tray jack  Take the Menu Quiz 3 on LMU  Recite the 8 Steps of Service to your trainer Learn It – Lead Server Watch the PLEASE Approach in LMU Watch the OSHA Fire Safety training in LMU Review Suggestive Selling and Upselling on LMU Review the Drink Menu Study Guide in LMU HR Team Sharepoint / Training Page | 15 6/14/2024  See It – Lead Server Observe the PLEASE Approach o Complete one Guest Scenario with your trainer or manager leading the resolution Review Running Side Work with your trainer Follow your trainer as they complete running side work Listen to your trainer discuss upselling options Review half-full drinks and what that means with your trainer Listen to your trainer suggestively sell as they utilize the steps of service Do It – Lead Server Demonstrates the PLEASE Approach when dealing with guests and team members o Complete two Guest Scenarios with your trainer or manager Lead up to three tables at a time with your trainer following Set up and carry a tray of drinks – do not set the tray on the table Carry a tray of food to a table using a tray jack – do not set the tray on the table Complete running side work while lead serving – make tea, coffee, restock ice, cups, fruit, rolling silverware, etc. Suggestively sell one appetizer, entrée, dessert, and drink Upsell food and drink items with your tables HR Team Sharepoint / Training Page | 16 6/14/2024  Check It – Lead Server  Demonstrated toast functions on a handheld o Begin a table o Ring in an order using pivot point rotation o Hold an item o Split an item o Split a check o Print a check o Take a payment o Shift review  Demonstrated pre-bussing and keeping the section clean and free of debris  Run one tray of food to a table without setting it down or by using a tray jack  Run one tray of drinks without setting the tray down on the table  Completes Running Side Work throughout the shift and displays positive team orientation  What two appetizers will you suggestively sell? o __________________________________________________________________  What two beverages will you suggestively sell? o __________________________________________________________________  What two entrées will you suggestively sell? o __________________________________________________________________  What dessert will you suggestively sell? o __________________________________________________________________  When is the best time to suggest another beverage? o __________________________________________________________________  When should you begin recommending to save room for dessert? o __________________________________________________________________  Upsell five items  Enters the correct seat number and utilizes Pivot Point Rotation for all tables Conclusion Day 4 Distinguished salespeople prioritize authenticity, fostering genuine connections with guests and prioritizing their satisfaction above mere transactions. Servers should embody sincerity in their interactions, cultivating trust and loyalty among guests through transparent and empathetic service. Great job! Check out with your manager and make sure to clock out before you go. See you next shift! HR Team Sharepoint / Training Page | 17 6/14/2024  Training Day 5 Introduction Day 5 Welcome to Day 5! Today you will continue to lead tables and take on all responsibilities of the Server. The training will culminate in a Mock Service to validate you have all the tools to be successful! We will look to extend the training if any other training is needed or wanted. Work with your manager and trainer to discuss any food and beverage pairing suggestions and to try some of the menu items. Today’s LM Restaurants Focus: Check Presentation. How you finish the service for your guest has a lasting impression. There are subtle things during this process that can ruin an otherwise perfect guest experience. Presenting the check too early or leaving the guest in check jail without a way to pay can impact your tip and the chances for a return visit. Follow these steps as you present the check. Print the guest receipt with a QR code and have it ready before they ask for it. Once you have suggestively sold dessert and after-dinner drinks, confirm that your guests are not having anything else. Place the receipt with a QR code in a clean check presenter and set it in the middle of the table unless a guest has specifically asked for it or reached out for it. Monitor closely for cash or a credit card placed in the check presenter to avoid the guest being put into “check jail.” o If cash, let the guest know you will be right back with their change. Only if the guest specifically says they do not need change are you to not bring back change to the table. o If using a card, use your handheld to complete payment at the table. Show the guest the total and let them know they can tap their card on top of the handheld. Allow the guest to tap their card on the top of the handheld and then turn it to them to complete the tip portion of the payment. ▪ Give the guest room at the table to complete the transaction without leaving the table. ▪ While waiting for the guest to complete the transaction, use that time to let them know about any upcoming promotions or specials. You could also reference something from your previous conversations with the guest. For example, “Enjoy the movie tonight, come back and let me know how it was!” Once they are complete, ask if they would like a printed receipt. Remember to finish with a big goodbye and invitation to return! HR Team Sharepoint / Training Page | 18 6/14/2024  Check It – Lead Server  Clock in and check in with the manager and confirm the proper uniform  Take the Drink Quiz on LMU  Take the Please Approach Knowledge Check on LMU  Suggestively sell one appetizer, entrée, dessert, and drink  Upsell five items o __________________________________________________________________ o __________________________________________________________________ o __________________________________________________________________ o __________________________________________________________________ o __________________________________________________________________ Learn It – Lead Server Watch the Food Safety Awareness video on LMU Review Bev Master 101 on LMU Review Wine Opening Procedures on LMU Review - Menu Study Guides See It – Lead Server Have your trainer discuss Large Party Procedures and best practices – i.e. using jersey numbers, one server on each side, etc. Have your trainer discuss beer, wine, and spirits and ways for you to upsell and describe Observe your trainer or a bartender opening a bottle as they would for table service Listen to your trainer discuss full hands in and full hands out Do It – Lead Server Write down two of each spirit that you can quickly upsell and make notes for beer and wine to help answer questions or offer suggestions Demonstrate wine opening procedure as you would for table service Lead up to three tables at a time with your trainer following Practice full hands in and full hands out while you lead your tables Demonstrate Carolina Hospitality and recite the three principles Complete a Mock Service for your trainer or manager HR Team Sharepoint / Training Page | 19 6/14/2024  Check It – Lead Server  Take the Menu Final Exam on LMU  Can offer two of each spirit and give suggestions for beer and wine  Demonstrates the ability to upsell and suggestively sell o Can name 10 items that can be upsold  Shows knowledge for Large Party Procedures o How many guests can one server take at a time __________________________  Practices full hands in and full hands out  Demonstrates pre-bussing and keeping the section clean and free of debris  Demonstrates proper wine opening procedures  Demonstrates a sense of urgency for the guest’s needs  What is the proper way to present a guest check? o __________________________________________________________________  Demonstrates Carolina Hospitality and can recite the three principles  Shows awareness of Food Safety and how to handle plates and glassware  What should be printed on the guest check as an option for payment? o __________________________________________________________________  If a guest is paying with a credit card, what do you need in order to take the payment? o __________________________________________________________________ Check It – Mock Service  Conduct a Mock Service and execute the service standards  Greets within two minutes with a big hello  Smiles and delivers a positive and friendly attitude  Offers drink suggestions and recommendations  Offers food suggestions and recommendations  Repeats orders to guests  Uses the handheld for all orders  Performs consistent table maintenance  Offers drink refills at half-full  Uses pivot point rotation and does not auction off food  Checks on guests at two bites or two minutes  Suggestively sells after-dinner sales  Brings a guest check with a QR code  Follows the 10 and 5 Rule  Practices full hands in and full hands out  Displays Carolina Hospitality and LMR Core Values HR Team Sharepoint / Training Page | 20 6/14/2024  Conclusion Congratulations! You have completed Server Training and are now certified as an LM Restaurants Server! As a member of our team, you are part of an innovative, energetic, world- class organization dedicated to hospitality and the genuine care of our guests. The training does not end here! Each day you will absorb more knowledge and find new and innovative ways to show Carolina Hospitality to your guests. We look forward to seeing the start of your career with LM Restaurants and your continued growth in this role and industry! HR Team Sharepoint / Training Page | 21 6/14/2024