TO GO
WHICH TO GO BAG DO WE USE
LARGE ONLY
Patio: Tables larger than 4 guests
Unfortunately our largest table on the patio seats up to four. We are more than happy to split up the party, but unfortunately cannot guarantee that they will be next to each other, or accommodate you all together inside
HOURS OF OPERATION
Sunday – Thursday 11am-10pm
Friday and Saturday 11am-11pm
What does not belong in the restroom?
back up toilet paper rolls
hosts on their cellphones
WHAT DO WE WRITE ON EACH TICKET (4x)
Neatly write name
X when ready
to go codings
bag 1/2 etc
MOVING TABLES ON PATIO
Unfortunately we are unable to move tables on the patio, we are more than happy to split up the party or accommodate you all together inside
PHONE NUMBER AND ADDRESS
(571) 325 - 0823
11898 Market Street
Reston, VA 20190
Host duties throughout the shift every 15 min
bathroom checks
kitchen updates
table updates
TO-GO BAGGING CODING SYSTEM
“P” There is a pizza apart of the to-go order.
“D” There is a dessert apart of the to-go order.
“B” There is a beverage apart of the to-go order.
“S” There is an added side to the order: dressings, cheese
Sequence of seating during lunch
Openers and bartenders get 2 tables to start
ALL IN ORDER SCRIPT:
To-Go Server- “Good evening and thank you for calling North Italia in ______, this is _____, how may I assist you?”
Guest- “Hi, I would like to place an order for pick up.”
To-Go Server- “Fantastic. We encourage all our guests to place their order directly online at NorthItalia.com. From there, you’ll be able to see our entire menu, pay directly online, and get the most accurate pick-up time for your order. Are you able to place your order online, or would you like to place it over the phone?”
Guest- “I would prefer to place it over the phone.”
To-Go Server- “Absolutely, I would be happy to assist! Can I please have your name and phone number for the order?”
Bar seating and high tops only, dine in only
M-F 3-6pm
OPENING HOST responsibilities - name at least 5
- verify nothing was missed during the close
- bathroom checks, men and women
- Prop doors open
- A Frame, patio signs brought outside
- call and confirm reservation / plot large parties and push tables together
- check in with manager
- help servers
DIFFERENCE BETWEEN OLO, DISPATCH, DOORDASH drop off
We do not offer curbside for doordashers or dispatchers. Yes for over the phone orders and online orders
- guest is unhappy
- take out order errors or long waits
- servers deny tables
- mis-greets
- servers use front door
HANDING OFF ORDER - online and over the phone orders for pick up
you should offer to go through the order with the guest to ensure accuracy upon handing off the order. If they agree, you can remove the boxes to review all items ordered or requested modifications. This should NOT be offered to Door Dash Drivers.
Words with Guests- “Would you like me to go through the order with you to ensure accuracy?”
FAMILY PACKS - WHAT ARE THEY
Family Kits, which are essentially family-style meals designed to serve 4-6 people. These kits include a Caesar salad, Parmesan Garlic Bread, a choice of fresh pasta with sauce or Lasagna Bolognese, and Tiramisu for dessert. *** comes with cooking instructions ***
CLOSING HOST - name at least five
HOW TO SEAL BAGS for over the phone orders and online pick up
Use one North Sticker to seal the bag and to attach the receipt in between the handles. DO NOT Seal the sticker for call-in and OLO orders so you can easily go through the order with the guest upon pick up if they choose. Never use staples to seal a bag!
DIFFRENCE BETWEEN THREE HOST ROLES
GREETER - opens door for guests, thanks for coming in and leaving, mention waitlist if prompted
COORDINATOR - plots and stays at the host stand
SEATER - walks at a comfortable pace, makes conversation, waits for guests to sit before giving menus and departing
TO-GO SERVICE SEQUENCE
Answer the Phone
Ask for Guest Name & Phone Number
Ask About Allergies
Take the Order: Inform guest of the featured Daily Pizza and Daily Soup.
Offer Beverages: Soda, Bottled Water, Coffee, etc. If allowed, Batched Cocktails, Bottles of Wine, & Beer.
Offer Dessert: Describe Seasonal Butter Cake or popular dessert offerings.
Offer Plastic Utensils : Note how many to include in the order.
Repeat Order
Give Quote Time: 20-25 minutes is our standard unless a manager informs you otherwise.
Give Instructions
Thank Guest
Take Payment
Offer to go through the order with the guest, ensuring accuracy. (Call-in and OLO only, NOT Door Dash Orders)
When did we open Reston location
July, 2019
CLOSING TO GO (5x)