FROM THE DINING ROOM
First Impressions are extremely important. With every new encounter, you are evaluated and another person’s impression of you is formed. First impressions set the tone for how our guests will see you and how they will see Kyle G’s Oyster and Wine Bar. First impressions form a mental image and are nearly impossible to reverse.
A good first impression starts a positive relationship. Strive to be polite, genuine, enthusiastic, happy, friendly, hospitable, sincere, cheerful, helpful, respectful and non-judgmental.
Make EYE CONTACT and SMILE. Let our guests know you are glad they are spending their time with us. A friendly greeting usually sets a person at ease. This initial first impression is what sets the tone for their entire visit!
Here Are Some Words And Statements To Consider Using When
Making That Important First Impression:
It’s my pleasure / I am happy to
Thank you / We appreciate
Welcome
Good afternoon
Good evening
I’m here to ensure you have an exceptional experience
Welcome to Kyle G’s Oyster And Wine Bar, my name is __________________________
I’m here to ensure you have a wonderful lunch today
I’m here to take care of you this evening
Is there anything else
Thanks for choosing us
TAKING THE ORDER
Proper planning is the key to success in an efficient order taking process. We use the pivot point system.
The pivot point system is a system for numbering the guests at a table so that you always serve the proper person the proper food, even if you aren’t waiting on the table. It’s a system designed to be consistent throughout the restaurant and known by everyone who has to run food.
In this system, facing towards the bar, you start with the person to your left as you approach the table and go around in a clockwise fashion ending up with the person sitting to your right.
At Kyle G’s Oyster And Wine Bar, Our Pivot Point Is The Bar
Face the bar head on and approach the table
The seat to your left is number 1
Continue clockwise to seat number 2, seat number 3, etc.
Proper etiquette requires that you start with the women of the table, then the children, and finally move on to the men.
Your biggest job will be the timing of your orders. Here are few things to remember:
All dinners for a given table should come out at the same time
Keep hot foods hot and cold foods cold
It is your job to make sure that the food arrives at the table in the condition in which it was served from the kitchen
ORDER TAKER VS SALESPERSON
Salesperson
Smiles
Views guest an as opportunity
Anticipates the guests needs
Greets the table with a specific beverage offer.
Makes suggestions and recommendations
Up sells
Understands that descriptions sell
Generally has high check averages
Merchandises appetizers, entrees and desserts
Is knowledgeable about preparation and ingredients
Order Taker
Does not smile
Views guests as a burden
Blames the guest for being “cheap”
Greets the table with “Are you ready to order?”
Does not suggest menu items
Says “Do you want an appetizer?”
Says “Do you want dessert?”
Generally has low check averages an poor tips
Hands a menu to the guest when he/she inquires about beer and wine selections.
TABLE MAINTENANCE
We will be setting the table by course. Setting the table by course is setting up the entire table for the arrival of the next course AFTER clearing everything from the previous course.
Before the guest arrives, the table setting for dinner includes:
Water glass
Wine glass
Share plate
Silverware roll up
Placemat
If the guest orders appetizers, mark the table with appropriate silverware immediately after they order.
Once the guests are finished eating their appetizers, the appetizer settings are cleared, the salad settings are set and the salads are then served. This system of CLEARING, SETTING, and SERVING continues throughout the meal.
It Includes:
Taking away items that aren’t needed for the next course
Ensuring the correct silverware is present
Removing the oyster crackers before the entrees are served
Bringing sugar upon request or serving with coffee or tea service
Evaluating the entire table and making necessary adjustments
Never set for the next course until the previous course is completely cleared.
STEPS OF SERVICE
Host greets arriving guests within 30 SECONDS of arrival with a cheerful, warm smile.
Host asks the guest if they have a reservation.
Host - If they do not have a reservation and there is a wait, take down their information (arrival time, quoted wait time, name, table size, preferred seating, etc.). Make a note on their clothing or location so we can find them when their table is ready. Invite the guests to wait at the bar or out front until their table is ready.
Host – Use Open Table Text Message System.
Seater shows the guests to their table immediately if they have a reservation.
Host pulls out the chairs for the ladies.
Host hands the guests their menu and announces who their server will be. Delivers chit to server.
Server acknowledges chit and greets the guests within 45 SECONDS of being seated.
Server introduces themselves and welcomes our guests. Offers our water selections (Pelligrino, Fiji, or our filtered water)
Server waters and delivers seasoned oyster crackers to the table. Offers specific cocktails and or wine.
Server takes the drink order.
Server removes wine glasses if wine is not ordered. Ring in your order.
Server delivers beverages within 3 MINUTES of ordering.
Server explains daily specials, suggests menu items, answers questions and if possible, takes appetizer / salad / soup order.
Server takes the entire order and suggests bottle wine to compliment the meal if not already ordered. Remove the menus.
Server rings in the appetizers. Server immediately sets the table for their appetizer.
Server changes wine glasses on the table if a different variety of wine is ordered.
Server rings in, delivers, and serves the wine.
Server delivers the appetizers within 10 MINUTES of being ordered.
Server checks back within 1 MINUTE or after 1 BITE to ensure guest satisfaction.
Server rings in salads.
Server clears the appetizers from the table. Servers offers hot towels service for shellfish or handheld food. Server immediately sets for salads.
Server delivers the salads within 10 MINUTES of being ordered or right after the first course. Offers Black Pepper for salads.
Server checks back within 1 MINUTE or after 1 BITE to ensure guest satisfaction.
Server rings in the entrees.
Server removes the salads, clears from the table.
Server immediately sets the table for entrees. Server attends to guests needs and offers to remove the bread basket.
Server delivers entrees within 20-25 MINUTES of being ordered.
Server checks back within 1 MINUTE or after 1 BITE to ensure guest satisfaction.
Server clears entrée plates, side dishes, share plates, silverware, unnecessary glassware, etc. Servers offers hot towels service for shellfish of handheld food.
Server presents dessert menus to the guests and offers coffee, expresso, cappuccino and cordials. Suggestively sell desserts. Mention two favorites by name.
Server rings in beverages and desserts.
Server delivers coffee, cordials, beverages immediately. Use a tray.
Server serves desserts and any drink(s) served with dessert within 5 MINUTES of being ordered.
Server checks back within 1 MINUTE or after 1 BITE to ensure guest satisfaction.
Server clears dessert plates, silverware, and empty glassware.
Server presents check in clean check presenter within 2 MINUTES of request or meal completion.
Server handles check payment within 1 MINUTE of pick up. Thank the guest for coming by name using the name on the credit card, reservation, or dossier. Invite them to return. Leave your personal business card.
Server busses, clears and resets the table within 1 MINUTE of guest leaving.
SERVICE TECHNIQUES
Bottled Water Service
For bottled water, we serve Fiji as our still water and San Pellegrino as our sparkling water.
Make certain the glass is clean.
Take the sealed bottle of water to the table and open the bottled water at the table. No ice unless requested.
Pour the water in the glass until it is 1 inch below the rim of the glass.
Never pick the glass up from the table to pour bottled water.
Pour the water with your right hand while standing on the right side of the guest.
Place the bottle of water on the guest’s table or in an ice bucket if it is not empty.
Always offer another bottle.
Hot Tea Service
Offer the guest a choice of tea.
Cup is on the saucer on a tray with a wedge of lemon and teaspoon.
Fill tea pot with hot water. Place on tray.
Add honey or milk to appropriate container and put on tray if requested.
Serve with your right hand on the right side of the guest.
Place honey or milk to the right of the guest.
Serve the cup and tea pot with the handles at the 4 o’clock position. If the guest would like a refill, bring everything fresh.
Tea is served before dessert.
Cappuccino Service
Offer regular or decaffeinated cappuccino.
Use the cappuccino cup. Make sure there is a good topping of froth. Sprinkle with cinnamon.
Place cup filled with cappuccino on a saucer.
Place rock sugar stick on saucer.
Place all on tray.
Serve with your right hand on the right side of the guest.
Serve with the cup handle at the 4 o’clock position.
Cappuccino is served with dessert.
Coffee Service
Offer regular or decaffeinated coffee.
Place a coffee cup on the tray.
Place a saucer on the tray.
Place a teaspoon on the saucer.
Add cream to the appropriate container and place on tray.
Place sugar caddie on tray.
At the table, place the coffee cup on the saucer.
Serve with your right hand on the right side of the guest.
Serve with the coffee cup handle at the 4 o’clock position.
Place cream and sugar next to the coffee.
Remove the cup & saucer from the table when refilling.
Coffee is served before dessert.
Espresso Service
Offer a single or double shot.
Use a small espresso cup for a single shot and a cappuccino cup for a double shot.
Place cup filled with espresso on a saucer.
Place demitasse spoon on saucer.
Place a lemon twist on the saucer.
Place all on tray.
Serve with your right hand on the right side of the guest.
Serve with the cup handle at the 4 o’clock position.
Espresso is served with dessert.
Additional Condiments
Clean B&B plate
Logo napkin
Ramekin
Served with the entrees
Additional Sauces & Dressings
Clean B&B/Share plate
Logo napkin
Served with the entrees
Lemons Or Limes
Clean B&B/Share plate
Refolding Linen At The Table
When the guests leave their chair, re-fold their linen. Fold the linen into a basic four quarter fold. Fold the linen in half and then fold it in half again. Place to the right of the fork.
Hot Towel Service
Hot towel service is required for guests that may use their hands for such items as oysters, clams, crabs, mussels, and roasted chicken. It removes the stickiness and the odor.
Hot towels are rolled and moistened with hot water
Place one towel per person on a small plate
Squeeze a lemon wedge on each rolled towel before going to the table
Pick up the rolled towel with a pair of tongs and offer it to the guest
Wine Buckets
Fill halfway with ice
Add water
Fold linen napkin lengthwise – fold twice
Refill as needed
To-Go Packaging
Box all to go food in the wait station/Atlantic. If a guest would like to do it themselves, bring the appropriate container(s) and bag(s) to the table.
Drink Refills
Complimentary beverage refills for fountain beverages, water, iced tea, milk, lemonade & coffee
Espressos, cappuccinos, bottled water, and all liquor, wine, and beer are charged individually
Filling Or Refilling Water & Coffee
Keep water glasses at least half full at all times
Pouring Bottled Beer
Bottled beer is poured in full at the table and the bottle is removed
Carrying Plates
Never touch the top of the plate with your hands nor the food on the plate. Plates should be carried so the bottom never touches other food items
Adding Flatware During The Meal
Use a napkin lined plate to bring it out and set to the guest’s right
Serving
Never reach in front or across a guest to serve another. Always serve according to the correct position numbers
Remove From The Right
Remove dishes from the right when clearing
Clearing Glassware From The Table
One or two items is okay to remove without a tray but if it is more than two items, you must use a tray
Beverage Service
All beverage service should be tray service except wine by the bottle
Be Aware
Be available and maintain eye contact. Replace dropped napkins or silverware. Be aware of upcoming entrees, uneaten food, water glasses needing refilling, empty wine or drink glasses. Anticipate the guest’s needs and take action.
Work As A Team
Glance at the guests occupying other tables as you walk by. A glance will let you know if water needs refilling or if the guest needs additional service. Stay with your table but be aware of neighboring sections. Eyes Up & Aware!
Relaxed Efficient Service
Set the pace for your guests
Complaints Or Dissatisfaction
Always inform one of the managers immediately if you notice any problems or dissatisfaction on the guest’s part. They will do what is necessary to correct the situation
Building Your Clientele
Learn the names and preferences of regular guests. Smile, be friendly yet professional & enjoy your job!
PAYMENT PROCEDURES
If you are unsure of who is to receive the guest check, place it near the center with a pleasant “thank you”. If more than one guest asks for the check, give it to the first guest to ask
If the guest appears ready to pay immediately, wait for the payment. If not, inform the guest that you will take the check at his/her convenience. Leave the table but keep an eye on the check presenter.
Cash
Always return the change to the guest, no matter what it is – unless you were told to keep it.
NEVER ask if the guest wants change.
Credit Cards
We honor the following credit cards: American Express, Master Card, Visa, and Discover.
Traveler’s Checks
Be sure you see the guest sign the Traveler’s Check and that the signature matches the signature on the face of the Traveler’s Check.
Personal Checks
We do not accept personal checks.
Always leave your personal business card in the check presenter!
PROMOTIONAL CARDS
Gift Cards
Gift cards can be purchased in any denomination. Guests may use their gift card for their dining experience, including gratuity. Same as cash.
Gift cards can be purchased from the server or online at oakandembersteakhouse.com
SERVER SIDE WORK AND RESPONSIBILITIES
You are assigned specific opening and closing duties as well as side work. These specific duties will be posted and thoroughly reviewed with you during training. Completion of these duties is necessary for the smooth operation of the restaurant. The completion of all closing side work will ensure that the next shift has a clean, well-stocked restaurant to begin their shift.
General Responsibilities
Set up, keep clean, and maintain your station
Chairs should be crumb free, tables spotless, floors clean and free of debris
Salt & Pepper shakers filled and clean
Candle globes and bases wiped clean
Wait stations neat
Tray jacks neat and orderly
Woodwork dust free
Dining room should be set to accept a guest at all times
Once your opening side work is completed, make sure your station is perfect and guest ready. See that your tables are thoroughly equipped and properly set. This includes polishing all silverware and glassware. Check that the wait station is stocked and help fellow team members.
Complete Table Set Up Includes:
Share Plate
Roll Up (Dinner Fork and Knife)
Water glass
Wine glass
Candle
Salt & Pepper shaker