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LEHI Texas Roadhouse Server Expectations

Guest satisfaction
Guest complements are something we expect from our staff!

You are a seller, not an order taker


The more you sell the more everybody makes!

Menu and Liquor knowledge


The more you know, the more you sell!

Full uniform is expected every shift


If it continues to be a problem, you will not be scheduled

Punctuality is a must
If this becomes a problem, you will not be scheduled

Be a team player, keep up with running sidework and running food


Clean as you go mentality, if you see trash, pick it up!

Closing sidework is done to expectations of closers and managers


You are responsible for your section and your sidework, it must be signed off or you will have to fix what is wrong.

Parking on Friday and Saturday nights is out of the TRH parking lot, All Employees will park in lot next door.
We want to save our parking lot for our guests, we are way too busy to have employees parking out back.

Shopper Knowledge
Should always be 100%, if you score below 90% you will not be scheduled

Great attitude is a must!


We are built on culture!

RULES FOR LEGENDARY SERVICE


1. COMMITT TO QUALITY SERVICE Everyone in this company and inside this restaurant needs to be devoted to creating a positive experience for each and every guest that walks through those doors. Always try to go above and beyond the guests expectations. 2. KNOW OUR PRODUCTS One of Kents top 10 is Knowledgeable Servers. Convey an articulate and in depth description of our food and drinks to win over the guests trust and confidence. The more knowledgeable you are the easier it will be to sell that smothered or loaded or Jamaican Cowboy margarita. 3. KNOW YOUR GUESTS

Try to learn everything you can about your customers in order to tailor your service approach to their needs and buying habits. Talk to the guests about their previous experiencewas it positive or negative? And listen to their complaints if they have any. Maybe its a simple fix, like having to wait on the weekendswhich can be fixed by using the call ahead program.
4. TREAT PEOPLE WITH RESPECT Remember that every time that you interact and serve a guest that interaction will leave an impression with that particular guest. Use peace-making phrases such as Sorry to keep you waiting, Youre Welcome, and Its been a pleasure serving you to demonstrate not only your commitment to customer satisfaction but your dedication to courtesy. 5. NEVER ARGUE WITH THE GUEST

You know very well that the customer isnt always right. However, it is important that you do not focus on the missteps of a particular situation; instead, concentrate on how to fix it. Research shows that 7 out of 10 guests will come back to dine with us if the complaint is resolved in their favor .
6. ALWAYS PROVIDE WHAT YOU PROMISE At Texas Roadhouse we PROMISE Legendary Food & Legendary Service. If we fail to do this and we will lose credibility and customers. Do your part each and every day to raise the bar and to truly provide that LEGENDARY experience.

7. ASSUME THAT YOUR GUESTS TELL THE TRUTH Even though that it may appear that a guest may lie to try to manipulate a situation to their advantage, it is to your advantage to give them the benefit of the doubt. The majority of guest dont like to complain; in fact, theyll go out of their wayperhaps that even means going to a competitor, to avoid it. If you hear unhappy rumblings from your guest, take their complaints to heart and do your best to soothe their dissatisfaction. 8. MAKE THE GUEST FEEL IMPORTANT AND APPRECIATED Treat them as individuals. Always try to compliment thembut be sincere. People value sincerity. It creates good feelings and trust. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get. 9. HELP THE GUESTS UNDERSTAND OUR SYSTEMS & DAILY SPECIALS I feel that Texas Roadhouse has some of the best systems in place to make dining easy and convenient. Its your responsibility to make sure they understand and know about these systems and awesome specials Does your guest know about our Call Ahead Seating program? Do they know that we have 10 diners for $7.49 Mon-Thurs 4-6:30? Do they know that we offer $2 Long Island Iced Teas Every Single Day? Do they know about our kids nightevery Monday all night long$.99 kids meals plus an awesome Balloon Guy? Do they know that they can get $1.50 mugaritas every Tues & Weds?

NEVER FORGET THAT THE GUEST PAYS OUR SALARY AND BILLS AND MAKES YOUR JOB POSSIBLE. PROVIDING JUST GOOD SERVICE ISNT GOING TO WIN OVER THE GUESTWE MUST PROVIDE LEGENDARY SERVICE EVERY SINGLE SHIFT.

I felt like closing out today with a little philosophy. In our lives, we owe it to ourselves to follow what we feel is right for us. Put singularly, you owe it to yourself to follow your true gut feelings and instincts. You know whats right, you know whats wrong. Dont ever follow preconceived notions that others may lead you to believe. If the actions in everyday life feel uncomfortable or forced, maybe you should step back and reevaluate your decisions. Do what you would do, not someone else. Live for you, live to be happy and good to your family and friends. If you have gotten away from instinct and logic, get back to things that make sense. Do the right thing; it makes life so much better and so much easier.

Day One Preparation


Review these things before your first day of training and come prepared to be tested
Job Description (Pg. 56, Texas Today) Order Taking and Pivot Point system (Pg.36, Texas today) Salesmanship: suggestive selling, upselling and Sharing (Pg. 37, Texas Today) Steps of Service (Pg. 32-33, Texas Today) Key Below

Steps of Service QUIZ -Key


How many seconds do you have to greet the guest?

45 seconds
How many story items must you mention?

3
How many appetizers must you suggest?

2
How many drinks must you suggest?

2
How long do have to get their drinks to the table?

2 minutes
How long do have to get their salads to the table?

4 minutes
How long do have to get their appetizers to the table?

6 minutes
How long do have to get their entrees to the table?

12 minutes
How long do you have to check back with the guest once their food has been presented?

2 minutes

What two other things must you suggest to the guest before they leave?

Dessert Gift Cards


How long do have to get their deserts to the table?

4 minutes
How long do have to process their payment?

2 minutes

Steak Sizes and Descriptions


Steak Size(s) oz Description
Very hearty and lean. The sirloin is cut from the top of the rump. Lean and simple. Our most popular steak Slightly fatty with a strip of fat down the side. The strip is slightly more tender than the ribeye Flavorful due to the fat marbled throughout the cut. The bone in this cut helps retain even more of that ribeye flavor A quality filet cut and a juicy strip cut joined by a bone.

Selling Points
The 11oz sirloin is our center cut and offer the best quality (best profit for us too) This is the steak lovers steak, great flavor and texture Ribeye Marbling really seals in that legendary taste This is our most flavorful steak.

Sirloin

6, 8, 11, 16

12, 16

NY Strip Ft. Worth Ribeye Bone in Ribeye Porterhouse T-Bone


10, 12, 16,

20

23*

*These are saw cut, so we cannot custom cut these*

6, 8

Dallas Filet
10, 12, 16

Prime Rib

Cut from the back strap. Cut thick, so always suggest butterflying a med well or well filet Ribeye meat that is slow roasted overnight. Frequently served with horseradish

Our most tender and highest quality cut! Melts in your mouth We have a set amount for the day, so check and see if it is available

Steak Temperatures Temperature Rare Medium Rare Medium Medium Well Well Description Cool Red Center Warm Red Center Hot Pink Center Slightly Pink Center No Pink

Day Two Preparation


Review these things before your second day of training and come prepared to be tested
Standard Beverage Presentation (Pg. 34, Texas Today) Alcohol Awareness (Pg. 34, Texas Today) Salesmanship: suggestive selling, upselling and Sharing (Pg. 34, Texas Today) Be Prepared to pass the bar quiz by using the bar study guide and key

Texas Roadhouse Bar Study Guide


At TRH we pride ourselves on selling legendary margaritas and ice cold beer. The more you know about our alcoholic drinks we have here the more you can sell and the more money you can make!

Margaritas
When ordering a margarita there are 4 pieces of information you need to find out:

1. What type of tequila does the guest prefer? a. We carry several different types, some are more expensive than the other. The more expensive the tequila they choose, the smoother the taste will be 2. Would they like it frozen (blended) or on the rocks (over ice)? a. Some margaritas dont taste good when they are frozen. We cant make a Jamaican Cowboy frozen, it is pretty runny and doesnt have a good flavor 3. What flavoring would they like? a. Each flavor is a dollar extra, so the more flavored margaritas you sell the more money in your pocket! 4. Would they like salt or sugar on the rim of the glass? a. Everybody is different, some people dont like any!

Types of Tequila
All margaritas come with our Legendary Margarita Mix, which includes Sweet and Sour and Triple Sec, the different flavorings and different tequilas are what make a margarita legendary. Juarez Margaritaville, Cuervo Cuervo 1800 Patron (Silver) Well Call Premium Super Premium

Margarita Flavors
Original Strawberry Raspberry Peach Coconut Strawberry Banana* Roadhouse Roadie* Tequila of Choice, Margarita Mix Tequila of Choice, Margarita Mix, Finest Call Strawberry Puree Tequila of Choice, Margarita Mix, Finest Call Raspberry Puree Tequila of Choice, Margarita Mix, Finest Call Peach Puree, Peach Schnapps Tequila of Choice, Margarita Mix, Finest Call Pina Colada Puree Tequila of Choice, Margarita Mix, Finest Call Strawberry Puree, 99 Bananas Tequila of Choice, Margarita Mix, Cranberry Juice, Grand Marnier Float

Jamaican Cowboy* Watermelon* Texas Sunrise Skinny Razzlesnake*

Margarita Mix, Peach Schnapps, Malibu Rum, Orange Juice, Pineapple Juice Tequila of Choice, Margarita Mix, Watermelon Pucker Tequila of Choice, Margarita Mix, Orange Juice, Grenadine Light Margarita Mix, Margaritaville Tequila Tequila of Choice, Margarita Mix, Razzmatazz Liqueur, Cranberry Juice
*Cannot be made in a 10oz Mugarita

Mugarita
A Mugarita is a 10oz, Rocks, regular margarita with a normal size portion of well tequila. We sell them for $2.75

Texas Teas
We make our Texas Teas with rum, gin, tequila, triple sec, sweet and sour mix, and a splash of coke. The difference between regular and top shelf is the types of liquor we use. The Texas Tea is made with all well liquors, but the Top Shelf is made with Call Liquors for a smoother taste for only $1.00 more! Texas Tea Top Shelf Texas Tea Castillo Rum, Potters Gin, Puerto Vallarta Tequila, Triple Sec, Sweet and Sour, Coke Bacardi Rum, Tangueray Gin, Sauza Gold Tequila, Triple Sec, Sweet and Sour, Coke

Wine
We serve our white and blush wines chilled and our red wine at room temperature. Those with an * are considered our house varieties. Blush Beringer White Zinfandel White Clous de bois* Barefoot Chardonnay Ecco Domani Pinot Grigio Riesling Red Mirassou Pinot Noir Redwood Cabernet Barefoot Merlot* Beringer Founders Estate Cabernet

Draft Beer
We offer Draft Beer in two different sizes, 10 oz and 22 oz (Duke) Blue Moon Blue Moon Seasonal Budweiser Bud Light Coors Light Cutthroat (Pale Ale) Golden Spike (Hefeweizen) Belgian Wheat Belgian Wheat Domestic Domestic Domestic Local Micro Brew Local Micro Brew

You can also add tomato juice, it is an extra 50 cents for each red beer.

Bottle Beer
When ordering a bottle of beer, make sure to offer a cold mug with it! (list subject to change) Miller Lite MGD ODouls Corona Corona Light Bud light Platinum Sam Adams Shiner Bock Heineken Shock Top Newcastle Brown Ale Stella Artois Guinness

Bud Light Lime Bud Select Coors Coors Light Michelob Ultra

Liquor
Well $3.75 Bourbon Whiskey Ten High Call $4.25 Jim Beam Seagrams 7 & V.O. So. Comfort Canadian Club Premium $4.75 Wild Turkey Crown Royal Jack Daniels Super Premium $5.25

Brandy

Gin

Bartons

Christain Brothers Cavourssier Tangueray

Rum

Coral Bay

Bacardi Captain Malibu

Bombay Myers Dark

Scotch

Johnny Walker (red label) Dewars Baileys Juarez Bartons 99 Bananas Amaretto Pucker Buttershots Mint Schnapps Blue Curaco Jaegermeister Midori Kaluah Margaritaville Cuervo 1800 Absolut Stoli Chambord Patron (Silver) Grey Goose Kettle One Grand Marnier Grand Gala

Irish Crme Tequila Vodka Cordials

Neat: Shaken and strained- no ice no garnish Up: No extra 1/4 Shot of liquor, shaken and strained into chilled martini glass Rocks: No extra 1/4 Shot of liquor, over ice Dirty: Green Olive Juice (martini) Dry: Dry Vermouth (martini) Perfect: both sweet and dry vermouth Tails Button

To upsell a cocktail, ring in the desired primary liquor and hit tailsdesired Drink and flavor. Example: strawberry daiquiri with captain Morgan

Rum- Captain Morgan- Rum Tails- Strawberry Daiquiri


This will helps us maintain an accurate liquor count and reduce our costs

Texas Roadhouse Bar Quiz -Key

1. Which beers do we offer on tap?


Blue Moon Seasonal, Blue Moon, Budweiser, Bud Light, Coors Light, Cutthroat (Pale ale), Golden Spike (Hefeweizen),

12. How do you ring in a strawberry daiquiri made with Captain Morgan?
Rum- Captain Morgan- Rum Tails- Strawberry Daquiri

2. Do we offer draft beers in bottles too?


No

13. Do we carry energy drinks to be mixed with alcohol? No 14. What sizes do we offer in margaritas?
10 oz Mugaritas and 18 oz Schooners

3. What sizes do we offer for draft beer?


10/22oz

4. What is a mugarita? How much does it cost?


A margarita that is cheaper than a regular house margarita, smaller volume, same alcohol content. It is $2.75

15. What is in a Texas Peach Fuzz? Absolut Vodka, Peach Schnapps, Orange Juice and Cranberry Juice 16. What white and blush wines do we offer? Circle the ones that would not be considered our house wine.
Clous de Bois, Barefoot Chardonnay, Ecco Domani Pinot Grigio, Beringer White Zinfandel, Riesling

5. What are our Daily Drink Specials?


A margarita that is cheaper than a regular house margarita, smaller volume, same alcohol content. It is $2.75

17. What red wines do we offer? Circle the ones that would not be considered our house wine.
Beringer Cabernet, Redwood Cabernet, Barefoot Merlot, Mersul Pinot Noir

6. Which Margaritas are our specialty margaritas?


Roadie, razzlesnake, Jamaican Cowboy

7. What are 5 of the flavors we can add to a margarita? Strawberry, Strawberry Banana, Peach, Raspberry, Watermelon 8. Which types of tequila do we carry? Juarez, Margaritaville, Cuervo, 1800 Patron silver 9. How can you Upsell a Margarita? Flavors, Tequila etc.

18. How many spirituous drinks may a guest have in front of them? one 19. Can they have a beer and a Margarita at the same time? Yes 20. Can they have a beer and a shot together? Yes 21. Can they have two shots at the same time? No 22. Can they have a Margarita and a shot together? No 23. What is the maximum amount of Liquor in any TRH Margarita? 1.25oz 24. Which type of whine compliments chicken? Steak? Fish? Red-White-White 25. How much liquor will be served in a Rum/coke or a Gin/tonic?
1 1/4oz

10. What is the difference between a well liquor and a top shelf liquor?
A Well liquor is cheaper, usually burns a little more, the better quality liquor it is, the smoother it will taste, tequila and whiskey are most noticeable

11. What is the difference between a Texas Tea and a Top Shelf Texas Tea?
A Top Shelf Tea has Tangueray, Sauza Gold, and Bacardi rather than well tequila, rum, and gin. It has a smoother taste for only a dollar more.

26. How could you upsell a rum/ Coke? a whiskey sour? Upsell the brand of liquor 27. What should you do if you think your guest has had too much to drink? Alert a manager and cut them off Captain Morgan- Jack Daniels (examples) Drink

28. What is the tails button? Why is it used? Liquor mod used to upsell cocktails

Ingredients Tequila of Choice, Margarita Mix, Cranberry Juice, Grand Marnier Float

Garnish Sugar or salt rim (ring in), Lime Wedge

Roadie Margarita

Razzlesnake

Tequila of Choice, Margarita Mix, Razzmatazz Liqueur, Cranberry Juice

Sugar or salt rim (ring in), Lime Wedge

Jamaican Cowboy

Margarita Mix, Peach Schnapps, Malibu Rum, Orange Juice, Pineapple Juice

Sugar or salt rim (ring in), Orange slice

Cherry Limeade

Sprite, Grenadine, Lime Mix

Lime Wedge, Cherry

Cowboy Cooler

Lemonade, Strawberry puree, Cranberry Juice

Lemon Wedge

Day Three Preparation


Review these things before your third day of training and come prepared to be tested

Sanitation (Pg. 20, Texas Today) Safety (Pg. 24, Texas Today) Up cook/ Re-cook (Pg. 40 Texas Today) Getting Checked Out (Pg. 38-39, Texas Today)

Day 4 Preparation
Review these things before your Last day of training and come prepared to be tested Steps of Service Steak Temperatures Steak Descriptions Bar Recipes DABC laws Menu knowledge

Come with questions bout anything you dont feel adequately knowledgeable about. You will be taking tables with your trainer and then be evaluated by a manager for validation and completion of training. This is your last chance to ask questions!!!