Académique Documents
Professionnel Documents
Culture Documents
CENTRAL & CO
TRAINING MANUAL
CENTRAL & CO
Day 1 Monday
COMPANY INDUCTION
Policies & Procedures
During Company Induction, all new starters are given an Employee
Handbook. The company handbook covers the following
information. The assumption is that this information has been
read and understood and any paper work completed.
Contracts
Personal Information
Bank Details
Salary and Payments
Hours of Work
Time Keeping
Probationary Period
Data Protection
National Insurance
Number
Tronc/Tip reporting
Visa/Work
Permits/Passports
Rotas
References
Income Tax
Dress Code,
Appearance, and
Hygiene
Working Time Directive
Rest Periods
Holidays
Absence from Work
Organisation and Rules
Policies and Procedures
Development and
Training
Health and Safety
Security
Leaving the Company
Training
Bullying policy
Disciplinary procedure
CENTRAL & CO
Disciplinary, gross
misconduct
Grievance procedure
Employee communications
Organisation rules/
smoking, general
behaviour
Grooming standards
Uniform
CCTV
Carrying cash
Stop and search
Company property
Confidentiality
Talking to the press
Arrival Time
Staff are to be ready on the restaurant floor 5 minutes ahead of the
rota start time.
Day 2 Tuesday
Methods of communication
Notice boards
Notice boards in the staff room display rotas, announcements,
memos, service update journals, statutory notices and other
internal communications. Read them daily, it is your duty.
Briefings
Regular team meetings are held to increase communication both
within and between divisions
Menu tastings
These are important as staff have an opportunity to see and taste
dishes in the run up to a menu change. The tastings are conducted
by senior management and senior chefs and used to impart
information.
training information.
Restaurant Communication
Notices
Station/duty allocation
Arrival Time
Staff are to be ready on the restaurant floor 5 minutes ahead
of the rota start time.
Notices
Checklists restaurant
Cleaning checklist
Counting sheet
Breakage sheet
Count sheets
Head waiters will issue count sheets from the forms left in the head
waiters folder on the restaurant floor.
Count sheets must be competed by the relevant personnel on a
daily basis
Counts sheets must be signed by the individual carrying out the
count.
Count sheets should be left on the floor clip board once completed.
Drunken Customers
Restaurant License
Appearance
Basic Hygiene
Jewellery
Uniforms
TBA
Managers:
standard company suit, white shirt, black
tie, black socks & shoes
Supervisors:
standard company suit, grey shirt, black tie,
black socks & shoes
Waiter:
standard company tunic, black vest, black
trousers, black socks & shoes
Bartender:
shirt, tie, waste coat, trousers, socks &
shoes
Runners:
shirt, trousers, socks & shoes
Uniforms
Staff Pockets
Staff are not permitted to carry any amount of cash on the restaurant
floor. This will result in an instant suspension.
Staff should use only pens or pencils.
Staff should carry an order pad
Waiters and bar tenders should always carry a wine opener
Staff may carry mini mints to freshen their breath during service.
No other items are permissible in the pockets of any member of staff.
Top pockets should only contain a Key Fob. There should be no pencils or
pens.
Cash Tips
Theft
Station Numbers
Please see floor plansTable numbers
Refer to the table plan
All front of house staff are expected to know all the table
numbers by heart
Tables joined together will always default to the lowest table
number
Position Numbers
Linen Delivery
Example:
ITEM
Napkin
Glass Cloth
INVOICED
150
100
RECEIVED
140
120
VARIANCE
-10
+20
Store all items in their proper places: glass cloths & napkins are
stored in the linen room
When completed, sign and date the bottom of the form
Why?
Manual handling and health & safety procedures.
Put the number of items damaged according to type and size in the
relevant columns.
Example:
ITEM
Napkins
Glass cloths
DAMAGED
2
0
BADLY
FOLDED
0
3
STAINED
5
0
When completed, staple the form to the bag of damaged linen and
leave it in the Back of House office.
Unusable Linen
All damaged linen to be tied a knot in the corner of said
Napkin/glass cloth
This to be returned to the linen company for a credit on our
invoice.
Unusable linen is returned twice a week.
Persistent discovery of unusable linen should be mentioned to
Supervisor
Any linen rejected for use on the table will be deemed unusable.
This is to be returned to the linen company for a credit on our
invoice.
Any rejected piece should be returned and a new one replaced
Unusable linen is returned twice a week.
Persistent discovery of unusable linen should be mentioned to duty
head waiter or manager.
Why? This is a cost saving to the business.
Folding a Napkin
The napkin should be rolled
It must sit flat on the table.
The napkin should be positioned in the middle of the table
setting
There is only one correct way to fold a napkin
Example:
Station 1
Bus Tray
Why?
To prevent/reduce accidents, breakages and loss. To enhance the
speed of turnaround and to improve efficiency and speed in the
porters team.
Restaurant equipment
Clockwise:
Honey pot
Clockwise:
Equipment stock
Empty Bottles
Relay Tables
No more than 6-8 glasses, at any one time, with one hand
free.
If using a tray, do not overload it.
Be aware of staff and customers, ensuring the phrase
Backs is used where necessary but never to or near
customers
Any breakage should be recorded in the appropriate way.
Carrying Drinks
Table Maintenance
Clearing Plates
Crumbing a Table
Once the customer has finished the main course and the table
has been cleared including cruets and any other item that is
no longer required and the table has been crumbed.
The waiter should wait a few minutes but no longer than 5
and then re-approach the table to get an order. Use
approaching the table standard.
Staff Rotas
Diaries
The waiters diary resides in the office. It should be checked by all
FOH staff prior to the commencement of their shift.
The holiday diary should only ever be used as a reference
for the rota writer but can be viewed by staff wishing to book
holidays.
The request book resides in the office and can be used by all
staff to request days off. There is no guarantee.
When applying for a holiday you should secure a holiday
request form. These are available from the restaurant
manager. They should be filled in correctly and given to the
restaurant manager. Unless they have been signed off by the
rota writer they have not been agreed.
C.O.S.H.H
Breakages Standard
In the event that you break any property , you must record it.
Complete the sheet that is on the clipboard in the nearest
location. There is one in the bar, and in the kithen)
The golden rules:
Always stack small crockery neatly on a tray on the station.
Never overfill bus trays as this increases the chance of a
breakage occurring.
Always be aware of what/who is around you when carrying
bus trays or items of crockery and glassware.
Never carry more than eight clean glasses in one hand.
Never carry large amounts of plates through the restaurant.
Always use the term backs in a clear voice when necessary
to warn colleagues that you are in the area.
Ask a senior colleague for advice on any issues of equipment
storage.
If you break it record it.
Spillages
ANSWERS
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Day 3 Wednesday
Approaching a table
Inappropriate Behaviour
The Wolseley has a conservative style of operation. We assume a
position of friendly formality in dealing with the general public.
We do not encourage slang, colloquialisms or abbreviations.
We speak only English to all our customers
Swearing is not tolerated
We never talk about or discuss customers
We never tell customers their table is to be vacated
Kissing customers or staff in the restaurant physical contact
with the customer is discouraged apart from a formal
handshake
Calling customers by their first name is unacceptable, unless
requested to do so by the customer
Eating or drinking in the restaurant
Leaning, slouching and poor posture
Leaning on customers chairs/ tables
Tapping pens on pads
Lack of eye contact
Acknowledging a customer
Saying Goodbye
Supervisors
Runner priorities
Priorities Waiters
Restaurant Manager
Service Charge
After the party is complete and have received the menus wait
approximately
2 minutes before relaying menu information.
Practice in your mind what you are going to say before you
approach the table.
Speak slowly
Followed by any daily specials. (pre & post theatre)
Remember to breathe.
Then identify any dishes that are unavailable for that service.
Be clear in your pronunciation.
Always remember, less is more. Describe the dishes; do not
give out a list of ingredients.
Customers get bored and irritated with lengthy descriptions.
Direct the information to all the customers at the table
making eye contact with everyone.
Prefix
All FOH staff should know the basic prefix information for
each day of the week.
Waiters and above should know all the ingredients and
production of the dishes.
Offering water
Parties having both red and white wine. The waiter should
assume in the first instance that all customers will have both
wines, so prepare enough glasses. Ask the host if all are
having both wines, as bottles are opened. Those going
straight to red, remove their white wine glass. If all are
taking white first, it is ok to leave the red wine glasses at the
station.
The host should try both wines immediately after opening in
all cases.
If a customer orders two bottles of the same wine then both
should be tasted at the same time
There are 4.25 servings per bottle. Exercise caution if one
bottle is to serve 5 or more people
Opening Champagne
Drinks mistakes
Minerals
Champagne/Sparkling Wines
Aperitifs
Drinks presentation
Drink
Gin and tonic
Vodka and tonic
Coke
Diet coke
Vodka (on the rocks)
Campari (on the rocks)
Punt e mas (on the rocks)
Martini rosso
(on the rocks)
Pimms (on the rocks)
Dubonnet(on the rocks)
Cinzano(on the rocks)
Martini Bianco(on the rocks)
Martini Extra dry(on the rocks)
Noilly Prat (on the rocks)
Pimms vodka
(on the rocks)
Tequila (straight up)
Rum and coke
Sambucca
Virgin mary
Bloody mary
Garnish
wedge of lime
slice of lemon
slice lime
slice lemon
lime wedge
orange slice
orange slice
orange slice
orange slice
orange slice
slice of lemon
slice of lemon
slice of lemon
slice of lemon
slice of lime
none
wedge of lime
3 coffee beans
lime wedge, cracked pepper
lime wedge, cracked pepper,
straw
*Assume all other drinks have no garnish*
Presenting Menus
Check that the menus are clean and free of stains before
presentation.
Present menus to the customer open at the relevant page.
Menus should never be given closed.
Do not carry menus under the arm or armpit.
Finger bowls
Coffee With
Order of service
If the food arrives for a table and all the party are not present
you must offer to hold the food for them, especially if it is a
table of two.
The food should be taken back to the expeditor where it can
be kept warm until all the party is present.
Always refer the dishes to the head waiter
Upon the return of the missing guest the food can then be
redelivered. Before redelivering this the waiter needs to
check the food is hot and presentable.
If the food becomes cold the head waiter should liaise with
the party and offer to have the dishes re-cooked after which
an estimated time of arrival should be given to the waiting
customer.
Food Mistakes
If the item has reached the table
Any food item errors should be removed from the table
immediately.
Acknowledge the customer and host. Then apologies. Identify
the problem and remove the dish. The Waiter should then be
given the dish at the nearest station and any information
about the issue should be passed on for them to deal with.
The Supervisor should be informed who will then inform the
chef
The Supervisor should establish by communicating with the
kitchen, how long the dish will take to be delivered to the
table.
The customer should be informed.
Day 4 Thursday
Taking a cash payment
Printing a Bill
All bills should be double checked before being given to the
customer ensuring that the service had been added.
All tables should receive their bill in a bill folder
All bills should be presented face down.
All bills that are too long for the bill folder should be folded
first.
Bill should be presented to the customer who owns the card.
Bill should be placed directly in front of the customer.
Cash
Follow approaching a table standard.
Pick up the cash from the table and thank the customer
making eye contact.
Best practice is to quickly count the cash whilst in sight of
the table, in case of any underage.
Take any change back to the customer with a copy of the bill.
Thank the customer. Use the phrase your change sir/
madam, thank you.
Cash should be placed on top of the bill copy.
In the case of cash underage, the waiter is to politely inform
the customer of the difference. Be wary, because the
customer may be dissatisfied with an aspect of their meal. If
this should be the case, apologise, and inform the customer
that you will inform the duty manager straight away.
Inform the supervisor/ duty manager and leave to deal with
the situation
Pregnant Mothers
Religious Beliefs
Kosher Foods
Devout Jews will eat kosher foods only. We do not have a Kosher
menu and the customer should be informed.
Islamic
Any item containing elements of Pork or meats that come from a
carnivorous animal. Alcohol is forbidden.
Hinduism
Menu items not containing any elements of Beef or anything that
comes from a cow and Pork, should be indicated to the customer
Buddhists
Should be treated in the same way as a vegetarian
Judaism
We do not look have a Kosher menu. Other requirements may be no
pork or shellfish.
Note
Not all customers will be devout in their beliefs and you
should always ask first.
Allergies
Special Requests
Dogs
Dogs and pets are not allowed into The Wolseley, below are a few
scenarios and how to deal with them.
Can I bring a dog into Central?
If it is a guide dog then of course it is not a problem
(though we should mention at this point the need for us to be
informed so we are able to choose a table that would be most
appropriate)
Candelabras
Day 5 - Friday
Station handovers
Waiters
Staff should never start a service without accurate
information on what is going on in their station
Staff should never leave a station without handing over
station information to their replacement.
The individuals responsible for that section may be liable to
repay the cost of any open bills as directed by the duty
manager.
You should handover the following information.
The status of every table in the section (i.e. where they are in
the meal)
The names of any customers we are familiar with.
Any special requests for any tables in the section.
Any outstanding bills that have not been paid off. This
information will come from an open check report that your
head waiter can do for you. You should tell your head waiter
about this immediately and before leaving a section. Open
bills not taken care of become the person who is taking over
the sections responsibility.
What the expectations are for the service ahead if you have
any information to hand.
Main away
Pre-theatre Service
Table Candles
Cleaning
Menu changes
There are between 4 and 5 menu changes per year and these
are typically seasonal changes.
Menu change information is left on the staff notice boards
Attendance at a menu tasting is compulsory
All waiters and above are expected to have learnt the
information.
Day 7
Order of service - Breakfast
Plate Wiping