Server Observation Checklist 12/5/14

• Server Training Observation Checklist

• Conducted on

  Date
• Location
  Address

• Trainee's name

Day 1 Server Training

Complete prior to first table

• Trainee has a working login for HotSchedules.

  Yes

  No

  N/A

• Trainee is able to clock in to Aloha.

  Yes

  No

  N/A

• Took the trainee on a full tour of the kitchen, walk in and dry storage.

• Explained the purpose of each menu and location of all menus.

• Have employee watch the Inspire Loyalty video.

  Off

  On

• Reviewed all service time standards.

• Explained what 100% guest satisfaction means at IH.

• Described bread service.

• Explained pre-bussing

• Explained 'sections before sidework' philosophy

• Reviewed floor plan, seat numbers and pivot points.

During the Shift

• Trainee stocks front line.

  Yes

  No

  N/A

• Trainee demonstrates silent service.

  Yes

  No

  N/A

• Trainee demonstrates proper table maintenance.

  Yes

  No

  N/A

• Trainee enters all orders in the computer without issue.

  Yes

  No

  N/A

• Trainee runs food appropriately.

  Yes

  No

  N/A

• Trainee helps each team member at least once.

  Yes

  No

  N/A

• Trainee is active on the safe.

  Yes

  No

  N/A

• Trainee completes sidework and cash out process.

  Yes

  No

  N/A

After the shift

• Trainer reviews soups, appetizers and desserts.

• Trainer reviews beer sampler.

• Trainer goes through soup, appetizer and dessert test.

• Trainer discusses critical behaviors with trainee.

• Trainee passes floor chart test.

  Yes

  No

  N/A

Smile

• On a scale of 1-10 how would you rate the trainee on his/her appearance and attitude during the shift? (1= unacceptable 5=average 10=one of the best you have ever seen)

• What does the trainee like about IH?

Collaborate

• On a scale of 1-10 how would you rate the trainee on his/her willingness to help others during the shift? (1= unacceptable 5=average 10=one of the best you have ever seen)

• How did the trainee help his/her coworkers this shift?

Inspire

• On a scale of 1-10 how would you rate the trainee on his/her effort to learn and improve? (1= unacceptable 5=average 10=one of the best you have ever seen)

• What inspires the trainee?

Own it

• On a scale of 1-10 how would you rate the trainee on his/her willingness to fix mistakes and his/her ability to NOT repeat errors? (1= unacceptable 5=average 10=one of the best you have ever seen)

• What aspect of the job does the trainee think he/she needs to improve in?

Execute

• On a scale of 1-10 how would you rate the trainees ability to understand and complete assigned tasks? (1= unacceptable 5=average 10=one of the best you have ever seen)

• What is the trainee most comfortable with currently?

• Overall impression of Day 1 Skills. (1=not progressing adequately 5=average 10=one of the best I have ever seen)

• Comments on Day 1 Server Training

• Trainer's signature

  Sign

Day 2

Before the shift

• Reviewed KOTH program. What it is, how it works, how to enroll a guest, etc.

• Review upselling. Goal: up sell 3 things at each course.

• Review how to organize a table.

• Review how to organize a section.

• Explain consolidation of a secction. How to reduce trips in and out of the section.

• Review proper check presentation.

• Discuss final salutation for the guest.

• Trainee completes and passes the soups, appetizers and desserts test.

  Yes

  No

  N/A

• Explain brewhouse and pizza and a growler promotions.

• Review opening greet.

During the shift

• Trainee greeted all tables in section. No issues with the greet.

  Yes

  No

  N/A

• Trainee was able to enter food into computer correctly.

  Yes

  No

  N/A

• Trainee correctly manages tables.

  Yes

  No

  N/A

• Trainee completed section side work and cash out correctly.

  Yes

  No

  N/A

• Trainee assisted other team members. (running food, glasses, etc.)

  Yes

  No

  N/A

After the shift

• Trainer reviews sandwiches and pizzas.

• Trainer demonstrates wine service.

• Trainer reviews wine list.

• Trainer reviews sandwich and pizza test with trainee.

• Trainee sampled one cold sandwich.

• Trainee sampled one 1/2 and 1/2 pizza.

• Trainee sampled one dessert.

• Trainee samples 1 oz of each house wine. (If under 21, thoroughly explain.)

Rate trainee on critical behaviors.

• Which team member makes you think 'smile' and why?

• Who helped you the most today? How?

• Did you improve in the area you selected yesterday as the area you wanted to work on? How?

• Did you inspire someone today? How?

• What skill did you improve today?

• Overall impression of Day 2 Skills. (1=not progressing adequately 5=average 10=one of the best I have ever seen)

• Comments on Day 2 Server Training

• Trainer's signature

  Sign

Day 3

Before shift

• Explain problem resolution.

• Explain how to handle returned food.

• Explain how to handle disgruntled guests.

• Complete and pass the sandwich and pizza tests.

  Yes

  No

  N/A

• Review Hotschedules functions.

• Review salads and entrees.

During shift

• Trainee completed all steps of service for 2 tables appropriately.

  Yes

  No

  N/A

• Trainee entered all orders in computer without problem.

  Yes

  No

  N/A

• Trainee assisted each team member at least once.

  Yes

  No

  N/A

• Trainee attempted to sell KOTH membership to at least 2 tables.

  Yes

  No

  N/A

• Trainee completed section side work and cash out correctly.

  Yes

  No

  N/A

After shift

• Trainee reviews sampler.

• Trainer and trainer review salad and entree test.

• Trainee correctly performs a greet for trainer.

  Yes

  No

  N/A

• Trainee correctly delivers a sampler to the trainer.

  Yes

  No

  N/A

Critical behaviors

• What can you do to make a guest smile?

• What help could a team member give you to improve a guest's experience?

• What part of service do you take the most ownership of?

• What one thing can you do to inspire guests every day?

• What part of execution is most critical to the guest's experience?

• Overall impression of Day 3 Skills. (1=not progressing adequately 5=average 10=one of the best I have ever seen)

• Comments on Day 3 Server Training

• Trainer's signature

  Sign

Day 4

Before shift

• Review gift card and comp cards

• Explain tip procedures

• Review all pay types

• Review promotions and discounts

• Review carding and alcohol policies.

• Review closer functions and duties

• Complete and pass all food and service tests.

  Yes

  No

  N/A

During shift

• Trainee correctly completes all steps of service for 3 tables.

  Yes

  No

  N/A

• Trainee correctly enters all orders.

  Yes

  No

  N/A

• Trainee up sells 5 items during shift.

  Yes

  No

  N/A

• Trainee assists all team members at least once each.

  Yes

  No

  N/A

• Trainee demonstrates a sampler.

  Yes

  No

  N/A

• Trainee closes the restaurant with trainer.

  Yes

  No

  N/A

• Trainer reviews common cocktails and garnishes.

• Trainer reviews reserve bottle program.

Critical behaviors

• What will you need to do to ensure you smile at work?

• Which behavior will be the most difficult to do every day?

• What skills do you still need to develop?

• How will you continue to be excited about work and your customers?

• How will you contribute to the team every day?

• Overall impression of Day 4 Skills. (1=not progressing adequately 5=average 10=one of the best I have ever seen)

• Comments on Day 4 Server Training

• Trainer's signature

  Sign