SERVICE
How many plates can go on a tray ?
3
How many shrimp on a Shrimp Carbonara
14
What year did Olive Garden open it's first Resturant ?
December 13th 1982
Why do Hosts wear headsets as it relates to “Dining Room Awareness”?
1. To communicate when moving through the dining room
2. Increases timely seating and table turns
3. Keeps everyone informed
4. Used for essential communication that ensures efficient seating
What's the perfect garnish ?
Steam
HOT FOOD GO !
What are the 4 Steps of Service
1. Greet, Make Suggestions & take order
2. Deliver drinks/appetizers/soups,salad & breadsticks
3. Deliver entrees & check back
4. offer dessert & pay "mint"
Why is important to have the right ratio of Pasta to Sauce ?
What should pasta be drained in ?
It enhances the overall eating experience & flavor
Less guest will feel the need to ask for additional sauce.
Sav-A-Day
Explain low volume procedures on soup and sauces to minimize end of night waste ?
Checking the firechart 6pm weekdays, 7pm on weekends for usage for the next 4 hours.
Soups should be brought up by the quart during low volume.
Managers should use good judgment based on shift leadership report and current guest volume.
ROLES OF THE HOST, describe each role
GREETER
• Greet guests at door – hold door open and warmly welcome guests
• Keep iPad in hand at all times to quick seat guests when not on a wait
• Record guest information using iPad if restaurant is on a wait
• Ask guest for a mobile number and repeat it back
• Keep managers and Lead informed of quote time calculated by Welcome Excellence
• Be aware of guests – how long they’ve been waiting, special needs, concerns they may have
• Direct guests who want to place or pick up a To Go order to the proper location
• Bid guests a fond farewell when they are leaving
LEAD
• Manage the wait and floor plan using Welcome Excellence
• Be aware of guests – how long they’ve been waiting, who is being sat next, problems or concerns
• Monitor wait times and quote times for accuracy
• Manage on-deck seating: notify guests, entertain guests while waiting
• Inform Seater of which table to seat guests
• Utilize team members in other positions (Servers, Bussers or To Go) if necessary to prevent bottlenecks especially during the initial fill or beginning of a wait
• Frequently update manager on wait status
• If/when the restaurant is nearing a wait
• If the wait time nears 30 minutes
• Constantly communicate with managers, Bussers and all Hosts about the wait, large parties, seating, etc.
• Plan seating for large parties, communicate if tables need to be held, pulled together, separated, etc.
SEATER
• Communicate with the Lead about which tables are open or about to leave
• Execute the Seater Steps of Service
• Build rapport and engage with guests while walking to table
• Accommodate guests with any needs – highchair, infant slings, extra silverware, crayons for kids
• Know proper tables to seat guests with wheelchairs and best positioning for the wheelchair
• Turn Ziosk to face the guests, introduce guests to the Ziosk features and point out the eClub tab
• Help with refills and pre-bus if time allows
• Ensure table is completely bussed, chairs wiped and floor swept before seating guests
• Communicate special requests or celebrations to Server
What are Our Principles
• Hold Each Other to High Standards and Treat Each Other with Respect
• The Guest Wins
• Make Everyone Feel like Family
• Listen to Those Closest to the Action
• Achieve Our Goals and Share Our Successes
Responsible Alcohol Service, 3 Common Mistakes
Not checking ID or Verifying
Going too fast at Service Bar, slow down and verify
Not ringing it right on Dash
What does CQP mean ? Describe
• Over-cooked/not drained pasta = watery or mushy entrée
• Over-portioned pasta = too little sauce
• Under-portioned pasta = too much sauce
• Unmelted cheese = not our standard of bubbly brown
Follow the Recipe
What are the wash/rinse temperatures that the dish machine needs to reach?
How often do you change the dish machine’s water?
160 Wash, 180 Rinse
Every 2 hours
TO GO SPECIALIST TOP 3 FOCUSES
1. Have a relentless focus on 100% ACCURACY FOR EVERY ORDER
2. Focus on ensuring guest food is delivered 100% ON TIME
3. Always greet guests within 2 MINUTES OF THEIR ARRIVAL
Gluten-Sensitive and Allergen Procedures
Ask guest if they require a completely gluten-free dish because they are gluten-sensitive or if they only want the gluten-free pasta
• If guest is gluten-sensitive ring order on the Gluten Menu page on DASH
• If guest requests allergen or nutrition information, have them go to [Food > More Menus] on Ziosk to view information
• MUST notify the manager of gluten-free or allergen orders so they can help the guest order and ensure all procedures are followed for the safety of the guest
• Server must use allergen modifier when ringing order in DASH to notify the culinary team • When picking up order from the window, Server verifies the gluten-free or allergen preparation with the manager, CP or team member working the window
What is the "HUDDLE"
• Confirm which tables will be in the party
• Ensure each table has a Ziosk (verify table number on right of tablet)
• Evenly assign guests between each Server and determine pivot point
• Choose an appetizer and beverage to suggest
• Manager/SP will create large party in DASH. Select all table #s for the party in DASH for Ziosks to function properly
Cook Temps for Steak
Rare Deep red juices Soft and spongy 100 - 114° F
Med Rare Light red juices Springy with slight resistance 115 - 129° F
Medium Pink juices Firm but slightly springy 130 - 149° F
Med Well Clear juices Firm with medium resistance 150 - 164° F
Well No juices Firm, no give 165 - 175° F
What are KPI's ?
What is the minimum in each department ?
Attentivness 85%
Taste 77%
On-Time 92%
Accurate 92%
Recipe for
Italian Margarita
Strawberry Limoncello Margarita
Sicilian Sunset
• 3 oz Sour Mix (Rocks) • 1 oz Orange Juice • ¾ oz Juarez Triple Sec • 1 ¼ oz Jose Cuervo Especial Silver Tequila
• 2 oz Sour Mix (Rocks) • 1 oz Monin Strawberry Puree • ¾ oz Caravella Limoncello • 1 ¼ oz Mi Campo Blanco Tequila
• ¾ oz Monin Desert Pear Syrup • ½ oz Pineapple Juice • 4 oz Country Style Lemonade (batch) • 1 ½ oz New Amsterdam Vodka
How does the 15 minute bread timer work ?
When do we use it ?
What should be the internal temp of bread once cooked ?
Number (1,2,3,4) timer is placed on the last tray of bread in the chute, and timer it set. Throw out bread after timer goes off.
Everytime
190
What are the top 3 focuses of the Busser?
1. Ensure table, seats, floor, condiments and Ziosk are clean, sanitized and guest ready
2. Clear and reset tables as quickly as possible after the guest has left
3. Assist with pre-bussing and restocking during a shift
What are the minimum cooked temperatures of Chicken, Fish and Shrimp?
Chicken – 165 °F
Fish- 140°F
Shrimp- 150°F
What does DASH stand for
Darden, Application, for Service, Hospitality
What are 3 the 3 steps of order accuracy ? Describe
What is the "Final Promise"
Review: Repeat order details, emphasize special request, tell guest how many breadsticks come with order. Ask guest if order is accurate.
Sticker: Write in essential amounts on ticket add silverware if requested, print smart kitchen stickers and affix to items, Affix SmartKitchen sticker. Bag extra breadsticks seperately.
Bag: Highlight items as added to bag. Verify special requests. Place essentials bag with cold items (no mint melts) Verify breadstick amounts and attach Promise Sheet to bag with “Total Breadstick” Sticker. Transfer order to staging area
Acknowledge carside “I’m Here” notification. Process payment. Visually verify essentials and breadstick bag are inside To Go bag. Deliver order promptly and review order with guest carside. Thank guest for coming!
What is our Purpose ?
Our Promise to our Guest ?
Our Promise to Each Other ?
To delight everyone we serve with our Spirit of Italian Generosity
Never-Ending, Abundant, Craveable Italian Food, served by people who treat you like Family
Hold each other to High Standards and treat everyone with Respect