Server Training Manual Updated January 2011

General Work Guidelines

Hours Of Operation
Our hours of operation are 5-10 Sunday thru Thursday and 5-11 Friday thru Saturday. As a courtesy to our guests, we will be flexible; there arises times when we will seat a party before and after the official closing times of our usual business hours.

Schedules
You are responsible for your schedule. If you are unable to work or need time off, you must find an equal replacement. You must sign off with management BEFORE making the change.

Pay Checks
Checks are available every other Friday. Do not come in during peak business hours for your check, you will not receive it.

Employee Meals
Employees at Avanzare receive discounts on certain menu items. Do not eat during your shift. Meals can be ordered before 5:30 or after 8:30, after FIRST checking with the chef and management.

Tardiness/Emergency Absence
Your being on time, in uniform and ready to work is vital to the success of the restaurant and your employment. Managers and other team members rely on you to be here when you are supposed to be. If you are going to be late, call and let a manager know. If you have an emergency absence, management must know two hours in advance. If one chooses to be unreliable, it can only result in termination.

Non-negotiable Rules
Never eat in uniform in front of guests Never chew gum, toothpicks or straws Never lick your fingers Always wash your hands after the restroom, smoke break, or any other bodily function Keep hands and fingernails clean during shift Never sit at the bar, or lean on walls. No smoking at the bar while guests are in the restaurant.

Gratuities
Never question a guest concerning the gratuity that you are left!! This will be considered immediate grounds for termination.

Your Appearance
Shirts
Uniform shirts must be purchased prior to working your first shift. Your shirt should always be in peak condition with a very crisp and clean look. You should consider buying more than one shirt.

Pants
Good quality uniform pants must be black, clean and wrinkle free for every shift.

Socks and Belts

Only black socks and belts are allowed.

Shoes
All black closed toe shoes only. Make sure you have a comfortable pair of shoes for walking. No shoes are allowed that will cause black skid marks on the floors. Shoes should always be clean and polished.

Aprons
All front house employees will purchase one apron prior to your first shift. All aprons are to have a crease down the middle, should be clean and are to be wrinkle free.

Hair
Moderate length for men. All facial hair must be well-groomed. Long hair on female employees must be in accordance with health regulations, and should be a natural color.

Make-Up, Cologne, Perfume, Jewelry

Wear all make-up and jewelry in moderation. Perfume and colognes should also be worn in moderation. No visible body piercings are allowed other than earrings.

Hands
Always keep hands clean and carefully manicured. No loud nail polish is allowed. Avoid excess rings and bracelets.

Equipment
At least three pens should be brought in for each shift. A good working wine key and crumber are also required. This is considered part of your uniform.

Service Standards
45 second greet time from time customer is seated. Introduce yourself as their server, not their waiter. Suggest bar drinks (up sell, up sell). Tell guests about the daily features and suggest an appetizer. Be specific. Do not ask if they want an appetizer; instead, ask if they would like to try the shrimp scampi. Get drink order back to customer within two minutes. Ask guest if they have any questions regarding the menu. Appetizers should be delivered within 10-12 minutes from time they are ordered. Certain appetizers may take longer, let you tables know. All dinner entrees should be delivered 15-20 minutes from the time they are ordered. Remember to time your appetizers, salads and entrees correctly. Turn in your master ticket to the Chef as soon as you have it. Then turn in salad tickets. You control the flow of your tables. Remember the 2 minute/2 bite check back rule. Clear empty plates, extra silver, etc. Suggest coffee, desserts and after dinner drinks. Place check on the table if none are ordered. 10 minute timeline on desserts. Change/credit cards should be returned to the guest within 3 minutes

Always thank the guest and wish them a good day/night. Remember to invite them back for another dining experience.

Sequence of Service
The Pivot Point
The Pivot Point is the seat at any table where you locate Guest #1. Guest #s will be the same no matter where you stand and take the order. At Avanzare, pivot one is always positioned to the left when standing in the middle of the dining room. As you learn the floor plans and table numbers, be sure to also memorize the pivot points at all tables. It is vital that all servers use the pivot system when taking and placing orders in the kitchen. Be sure to write your tickets in pivot order so anyone can run food to your tables and not be forced to auction off plates. No exceptions please.

Steps of Service
The Steps of Service follow the guidelines set in the Service Standards segment of the manual, but has been further broken down to illustrate specific actions that need to occur. All actions need to happen with a good flow to ensure the best possible dining experience for our guests.

Step One: The Greet

Welcome the guest within 45 seconds of being sat. Use the greet to take initial drink order. Remember to suggest specialty drinks and up sell whenever possible. Deliver the drinks within 2 minutes of taking the order. Serve and remove all drinks from the right. Some frozen drinks may take longer to prepare, so let the guest know ahead of time. Explain the Daily Features, answer any questions the guest may have regarding the menu, and suggest an appetizer.

Wine Service
When serving wine, have glasses, wine key, and linen at the ready. Present the wine with the label facing the person who ordered it (the host). Cut the top open, and remove the cork as quietly as possible with the label facing the host. Pour the host a SMALL amount ( ounce) and stand aside, waiting for their approval. Once you have received a nod proceed to pour the wine, women first, then men, until the host is left. The host is always poured last (even if it is a woman). Place the bottle on the table facing the host before leaving.

Step Two: Serving the Meal Appetizer Order and Delivery

Appetizers should be served within 10-12 minutes of the time they were ordered. Some appetizers may take longer, so be sure to let the guest know. If entrees have not yet been ordered, take them at this time. Bread should be served after appetizers, with the salads. If no salads or appetizer is ordered, serve bread immediately. When clearing appetizers, clear all dirty bread and butter plates and flatware, and replace with clean plates and utensils.

Taking the Order

Use the pivot system as you take the order. Repeat the order back to the guest to make sure there are no mistakes.

Always write the order down! Good memories dont earn good tips, great service and the right food does. Appetizer orders are always placed immediately. Master tickets should always be turned in before salad tickets. If no salads or appetizers are ordered, entrees must be handed in as soon as possible, with a note to the Chef to fire as soon as possible. Some entrees take longer to prepare than others (well-done steaks, lamb). Be sure to let the guest know ahead of time so they wont be surprised. If they are on a tight schedule, recommend entrees that dont take as long to prepare.

Serving the Entre

Clear the table of all un-needed items. Make sure that any additional flatware, plates are pre-set. If timing is off for any reason, communicate this to your tables. Review the order at the expo line to make sure it is correct. Always use the pivot system. Never auction off food. Always serve from the left, remove from the right. Get help. Deliver all entrees at the same time. Serve ladies and children first. Always ask may I bring you anything else.

Two Bite/Two Minute Call Back

Check back within two bites/two minutes to make sure everything is all right. Pay attention to any signs of dissatisfaction, and correct the problem immediately. Remember, a guest wont always tell you when they are unhappy, you have got to read the signs (i.e. uneaten food, playing with food, saying food is fine without looking you in the eye). Always let a manager know if there has been an issue at the table. Check to see if there is anything that can be pre-bussed.

Dessert/Closing Service
Coffee and Dessert Service When all guests have finished, offer coffee or after dinner drinks. Suggestively sell desserts with detail descriptions. Offer splitting a dessert if there are no takers the first time around. Make sure there is nothing on the table but glasses, coffee, napkins, and dessert service. Serve all after dinner orders (except fondante, apple tart) within 3 minutes.

Presenting the Check

During dinner, place the check on the table 3 minutes after dessert and coffee have been served. If none have been ordered, place immediately. Always place the check in the same manner on all your tables so you can tell when the guest has paid. Deliver Change/credit card 3 minutes after payment.

The Farewell
Always make sure to say goodbye and thank you to all of your guests. Always make sure to invite your guests back for another dining experience. Say goodbye and thank you to ANY guest you see leaving, whether they were in your station or not. They could be YOUR guest the next time around. If the customer pays with a credit card, make sure to thank them by name (last name only please!). If you notice any guest leaving unhappy, find out why and correct the problem before they get out of the door. Always let management know.

Consolidating Steps via Circle Service

Circle Service is a system where the entire restaurant works together to ensure that our guests get the best possible dining experience. All servers should move throughout the entire restaurant removing used glassware and china, refilling teas and waters, and maintaining the appearance of the restaurant. This system increases guest satisfaction, speeds up table turns and helps the restaurant work in a smooth and efficient manner. A few key points are: Full Hands In/Full Hands Out. Never leave the dining room or the kitchen with empty hands. Save steps and combine like duties. Check with every table before leaving your station. Work your entire station as one big table so you dont make unnecessary trips. Pre-set all tables with silverware, china and condiments prior to the next course being delivered. Always pre-bus your tables. This will increase your table turns, and reduce the wait when busy. Run Food! Work clean. All spills up immediately! Watch for trash on the floor. If you use the restroom, pick up any loose trash, wipe down the sink area and mirror, and above all else, wash your hands. The key is Teamwork! Every single employee in the restaurant has but one goal; to ensure that all of our guests have the most positive dining experience possible. From side work to running food and bussing tables, this is a true team effort. Without the guest, we wouldnt be here, so rely on your professionalism and that of you team to make sure they are always at the center of attention.

Service Outside the Box

It would be virtually impossible to list every situation or opportunity you may encounter in the world of service. Often times, common sense and a genuine concern for the guest is all that is needed to make any situation right in their eyes. How well you carry yourself as a representative of the restaurant, and your commitment to professionalism speaks volumes to the complete satisfaction of our guests. Below are just a few of the most common situations you may run into, and how you should conduct yourself.

Light Fare Guests

With current trends in lighter eating, you may see a number of guests ordering salad only, dessert and coffee only or requesting to share an entre. Always view these guests as you would any other, and provide them with the best possible service. Every guest who enters the restaurant is important, regardless of how much or how little they order.

Seating
The seating of our guests will be done in the most efficient manner possible. Depending on business, you may sometimes be asked to help with seating parties. Always maintain your professionalism and extend your courtesy when doing so.

Carding
If there is any doubt whatsoever as to the age of a guest who has ordered an alcoholic beverage, you are required to ask for proof of age. This is a state law, and must be upheld at all times. Be polite, but please keep in mind that you, and the restaurant, can be held liable if someone underage is served.

Cutting Someone Off

If you believe you have a guest who has had too much to drink, get the manager involved immediately. Never take this responsibility on by yourself, since it can, at times, become somewhat confrontational. Simply respond by saying Ill be right back, and get the manager involved.

Telephone Etiquette

If you find yourself having to answer the phone, always do so by saying Thank you for calling Avanzare, this is (Your name), how may I help you? The phone is usually the first impression a potential guest will get about the restaurant. Be sure to speak clearly, be polite, and answer any questions they may have. If you are now sure of the appropriate answer, ask if they mind being put on hold and find the manager ASAP.

Cleanliness
It is every servers responsibility to keep the entire restaurant as clean as possible throughout each shift. Always keep your tables, server station, floors and restrooms as clean and neat as possible. Again, this is everybodys job!

Verbal Skills
Presenting yourself professionally to the guest depends a great deal on the verbal skills you display at the table. The following can be used as a guideline when studying the menu, wine list, and liquors available as you work towards building your verbal skills. Descriptions of our products must be second nature. Know the menu, preparation, portions, etc. If you are not sure, be honest and find out the correct information before you relay it to the guest. Your knowledge builds confidence in your professionalism! Never use slang. Test yourself. Practice makes perfect. Attitude is key. Tone of voice should be one of genuine concern, but relaxed. Not too formal, but accurate. Maintain good eye contact. Be confident, but humble. The guest feels important and you dont come off as cocky. Have a sense of style. Dont be a robot taking an order. Be patient if asked to repeat yourself. Know when to talk, and more importantly, when to listen. Reach quickly and professionally to any situation that arises. Never mumble or speak down to a guest. Dont Stress!!! Walk with purpose, but dont speed walk. Never say I dont know, say let me find out for you Always be genuine in your greet and farewell to the guest. Maintain control of the table and the timing throughout. Always be specific. Always go the extra distance for the guest. They will remember and appreciate your efforts. Body language is just as important as verbal communication. Dont slouch, cross arms, roll your eyes, etc. Always remember that for one to two hours, the guests dining experience is bases on your performance. Dont blame anyone but yourself when something goes wrong. Take ownership of the situation and turn it into a positive for both you and the guest. The guest views you as their guide to a great time, and you take pride in what you can do to make sure that it happens for them!

I, ______________________________ have read and understand all terms and guidelines set out by this document on this day ____ of ______________, 20__.
Signature__________________________________________ Manager __________________________________________