OAK AND EMBER Server Assistant & Food Runner Training
Ocean SA Training Guide
** Have Trainee come in 30-45 mins prior to shift to go over how the restaurant works ( where to find everything, layout , tables, kitchen setup, dishpit, trash)
Layout
Service stations - Chicago and Miami
Chicago- North station of restaurant - you can find water glasses, soda machine, coffee/ coffee machine. Also kid cups location under the 2nd left cabinet of the soda machine. TOGO boxes under Sink and TOGO Bags hanging up in Station
Miami- south station of Restaurant - you can find setups, extra napkins, sherry(for lobster bisque , table Cloths and TOGO-WARE
Tables
Look over table charts and pivot points ( seat numbers) before first shift
Upper/ lower lounge section ( U20s and L30s
40’s row , 50’s row , 60’s , 70’s and 80’s.
PDR ( private dining room) location in the back with table Numbers P1-P5
Kitchen Setup
What is in the reach in cooler
Where to find extra sauces
Backups of ice cream/gelato are
Dishpit - stack the same plates together, everything is neat so it's easier to organized and clear out for the Kitchen
Bread is located
IMPORTANT - use bread in back of kitchen first,located in the speed rack by the oven
Don’t go overboard on bread. Minimum of 4 pieces, comes with our salted whipped butter
Bring to table about the same time as pouring water
Ensure bread is hot and filled during service
TIKI / Patio setup
Tables 100’s , 200’s, 300’s and 400’s
Buss bins are provided outside for putting dishes in to bring to kitchen
Bins to separate silverware and ramekins
Bring water to tables
All dirty glasses can be brought to the bar to be cleaned
Locations of supplies
Tablecloths/ napkins/ carpets are located on the outside north side of the building behind the 70’s underneath the tarps
Backup TOGO containers located on the stairwell landing on the way up to the office
Backup of Condiments are down in dry storage underneath the building by the beer cooler
TOGO bags are located underneath the building behind the fence ,all the way to the back left
SA Greet/ Speil
When greeting a table , please use this intro
Hello my name is ___ , I will be assisting your server today, may I start you out with one of our water selections , we offer Pelligrino, Fiji, or house water
Things to focus on
Water and bread service
We offer 3 different types of water for our guest to choice from ( Fiji, pellegrino, house water)
Ensure bread warmers are filled
Water pitchers are filled
Service should be provided within 30-45 seconds of table sitting
Have a open stance when reaching for glassware and plates
50/50 rule bottom half of glass is for you(employee) top half half is for Guest
Ensure Ice is fully stocked throughout shift in All stations( Chicago, Miami, Tiki)
Serve from the left, Clear from the right ( with a open stance)
Clear plates from servers hands
Should only aim to have 1 person in the dishpit clearing off plates at a time
Table setup , plates, water glasses, wine glasses, fork and knives and folded napkin. Salt and pepper should Always be on the north side of the candle holder with the Salt facing the sea and pepper on the left of it
Ensure all accessories for tables are clean and dry ( plates i.e B&Bs , silverware, glasses, napkins and Tablecloths) when resetting tables
How to speak to guest
Use folks, My friends, ladies, gentleman
Say “pardon me”, “excuse me”, “May I”
Say “ my pleasure” when someone thanks you
Our goal is to make guest feel welcome and comfortable, we are of service to make their experience feel like they are the most important people in the room
Things to teach during training
Table maintenance
How to carry trays
Table numbers/ seat positions
Ensure floor is clean / carpets down the hallways ( vacuums located in Chicago and Miami stations )
Mens & Ladies bathroom checks to ensure cleanliness of our facilities
Awareness of tables
Doing figure 8’s to become aware of tables soon to be leaving
This will help with communicating with peers to be aware of what tables to look out for so we can be prepared to turn it
How to use a marking tray (what goes in them)
Helping Servers
Grab plates from servers
Grab new drinks from bar, refilling water
Help box guest food
Clear plates from tables
Tools to have on you at all times
Polishing cloth
Crumber to clean tables in between guest courses
Pen
Serving tray
During Shift , check with managers or Host/hostess to reset tables according to parties
Arrival procedures
Ensure stations are stocked with linings (table clothes 62 & 72)
Ensure Peers are set up for success
Ice is full in service stations (Chicago & Miami)
Check in with hostess to ensure table are properly set for the night for parties
Speak to fellow Peers to see if anything needs to be a taken care of
Check in with managers for any specific duties needed for tonight(I.e. large parties, what to look out for, designated sections to focus on)
Ensure tables are neat, check for stains and holes in table clothes
Leaving Procedures
Take out trash if needed
Ensure ice is filled (unless closing SA, do not have to refill)
Restock linings (table clothes 62 & 72)
Ensure your fellow Peers are setup for success
Check with host/hostess if any pre-assignments needs to be set up for next day AM
Ensure tables are neat, check for stains and holes in table clothes
Check with a manager for any more duties before leaving
SA Daily Itinerary
Day 1
Water and bread service
Teach how much and when we bring bread to a table
Having a open stance to the customer when pouring water
50 50 rule, bottom half is the employees , Top is for customers
Table numbers / seat positions
Go over table numbers & seat numbers/pivot point
Constantly review throughout shift
Grab ice for service stations
Do figure 8s around the restaurant
Constantly make rounds around the restaurant. Being aware of what is going on
Good example would be seeing what tables are getting up soon to flip
Or being aware of table maintenance throughout
Things to Focus on...
Location of supplies
All tools needed to be of service to guest and staff
Includes table cloths
Condiments
How to change soda machines
Togo bags
Learn storage location
Resetting tables
( goal is to have the trainer to clear tables. While the trainee resets it)
( want the pair to work together . working on awareness of what is needed from each other)
Procedure to table flipping
Tray and linen brought to table
Set linen on back of chair & remove candle and S&P shaker
Clear table then roll up linen (place under arm) take back to kitchen
Next SA should approach a table set linen and S&P back on table then immediately go to credenza to retrieve set ups, wine glasses, and b&Bs
Learn table setup (working left to right)
b&B
Fork, linen, butter knife
At 12oclock on butter knife goes wine glass, at 3oclock goes water glass
Where setups, show sidestations & credenzas
Day 2
Clearing dishes
Serve from the left (open handed service)
Clear from the right (open handed service)
Clear empty plates in front of guests (ask nicely first if you may remove the plate)
Ask servers if they need assistance with anything (grabbing new drinks, boxing guest food)
Folds & how to make set ups
Water service, & your simple greet (reference above earlier on what to say)
Refilling pitchers
Getting still or sparkling for table if requested or to assist server
Constant restocking and re icing wells & polishing B&B, SIlverware & wine glasses
Chicago & Miami
Front credenza, Kitchen doors credenza, & PDR credenza
Day 3 (Food Running)
How to carry a large food serving tray VS a small drink serving tray
Large Tray- Place the left hand under the centre of the tray with fingers spending out comfortably. Heavy, and hot items must be closed to your body. Pick up the tray in your left hand, ensuring your palm is in the centre to keep the tray well balanced
Small Tray- Empty trays must be carried flat, in the service position. Place the left hand under the centre of the tray with fingers spreading out comfortably. Palm and underarm should be right below the heaviest part of the tray after the dishes or drinks or service items are put on.
What do our dishes look like
There are many identifiable factors to consider when visually looking at the plate before it gets served to guests (garnish, toppings, dressing/sauces) are all things that can be used to your advantage
Different items are served on different plates, you will notice the different shapes and sizes although they are the same color. This will help you establish the difference for example of a swordfish vs tuna
Reading a Kitchen ticket
Starting at the top line of the kitchen ticket you will see the table number
Next line will show server name
Food item line will say name of item “chicken sandwich” and immediately to the right will show the seat number position (who gets the food) this is so you don't have to announce to the table who is getting what, you can simply place item down in front of the respected guest and say “chicken sandwich”
Next line will establish “as entree” vs “as appetizer” (example someone may want a calamari as their entree which may be coming with a steak for the other guest)
Modifier line will have an special modifications “no cheese”, “sub ranch” this will signify if you have 2 like items but 2 different modifications to tell apart visually
**Tray Jacks will be used when exiting the kitchen, you will open tray jack (if help is needed please ask for assistance) the large tray will be set on the stand which will carry the food plates and the ticket from the kitchen in addition. All these tools will be key to success while your assisting chef and running food.