Information
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SERVEX No.
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Client / Site
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Conducted on
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Prepared by
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Location
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FOH Manager
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BOH Manager
I. FRIDAYS SERVICE STYLE STAGE 1: WELCOMING
Creating First Good Impression
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Open the door for the guest and greet them with energy, smile and enthusiasm
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Identify the numberof party and their preferred sitting area
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Bring enough menu for the party
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Bring high chairs, Coloring sheets and crayons for kids (if there's any)
Providing hospitality factors:
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Assist elderly
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Carry Baggage
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Assist in going up the stairs
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Offering to leave strollers or umbrella in the podium
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Giving ballons to kids
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Walk at the guests phase and engage in easy and friendly conversation<br>
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Pull the chair with two hands for the guests as they sit down
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Introduce MOD, Server's name, Textify
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Hand the menu in an open manner and introduce the bar list
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Remove extra set up if necessary
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Say something before leaving the table
FSS STAGE 2: ENGAGEMENT- Building a personalized and engaging dining experience
BUILDING A PERSONALIZED AND ENGAGING DINING EXPERIENCE
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Immediately acknowledge the guests
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Introduce server's name while marking the table with a coaster on the right of the guest (beverage napkin on the bar top)
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Suggest menu items by navigating the menu
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Make personal recommendations, new promos, suggestions based from guest's preference and allergens
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Repeat order in proper sequence
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Remove menu right after order taking
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Distribute appetizer plate if guest ordered for an appetizer or if they will be sharing the food items.
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Take out appetizer plates if didn't ordered an appetizer or salad.
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Ask the guests if they are Bistro Premiere Card Holder. If yes , offer to serve their complimentary drinks, If not, then introduce briefly our Bistro Premiere Card.
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Hand the wet towels or moist tissues to guests before leaving the table
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Inform the guest what to expect after suggesting items
FSS STAGE 3; DINING/ BAR STAGE
Providing an ongoing, attentive and engaging dining experience to guests
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Serve glass of water with drink coaster to each guests right after ringing the orders.
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Serve working drinks or refillable prior the food
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Ensure correct food appearance before serving it on guest table
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Bring appropriate serving gear for each food item (do not put it on top of the food)
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Food Tongs- Salad, appetizers, pasta and ribs to share , Fajita, Quesadilla, promo platter
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Steak knife- Steaks, ribs, pork chops, liempo, adobo, Quarter leg
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Dinner spoon- beef Queso dip, Fajita
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Dinner spoon, dinner fork, dinner knife- All dessert (provide all guests with appetizer plate with dessert spoon and dessert fork prior to serving dessert)
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Briefly describe the item while serving it on guest table.
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Serves the food in proper timing and sequence
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Drinks 7 to 10 minutes
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Kid's meal (if any)- 7 to 10 minutes
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Soup- 7 to 10 minutes
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Appetizer- 7 to 10 minutes
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Salad- 7 to 10 minutes
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Main Entree- 10 to 15 minutes
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Dessert- 7 to 10 minutes
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Coffee- 3 to 7 minutes
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If the food is for sharing, serve it on each plate of the guest (Russian Service)
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Offer condiments for food items served (fresh cracked pepper, Tabasco, A1 sauce)
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Inform the guest regarding the status of their main entree. (get the ETA at the kitchen)
TABLE NAVIGATION
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Refill drinks or offer second drink
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Pre-bus plates and changes it if necessary
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Removes clutter on table
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Do change plates
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Replace drink coasters
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Offering guests second drink
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Change ashtray
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Check back
SUGGESTIVELY SELLING OF AFTER DINNER ITEMS
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Desserts
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Coffee
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Hot Tea
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Ask guest to wrap left over food TO-GO
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Sells Premiere Card
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Re-introduces Textify program
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Offer to prepare the guest bill if they didn't order dessert or after dinner items
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Ask mode of payment prior to presenting the bill
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Double-check the receipt before printing it, for any complimentary items or discounts (strictly for managers function)
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Present and hand the check to the guest using both hands
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For cash, announce to the guest the amount received
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For credit card, bring the hypercom and process the bill in front of the guest
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Settle the payment as quickly as possible
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Present back the change or processed card and voucher within 1 min.
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Introduce GEM and encourage the guests to answer it
FSS STAGE 4: FAREWELL STAGE
CREATING THE LAST GREAT IMPRESSION AMONG GUESTS AS THE LEAVE OUR RESTURANT
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Server thanks the guests by name
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Invite guest to return soon and look for you
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Remind them of your name and tell them you want to see them soon
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Stay engaged with guests until they leave the restaurant
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Open the door for the guests and thank them with smile and energy and invite to return soon
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Ask the guest regarding their experience with us
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Inform the guest with our upcoming or existing activities or promotions around Fridays.
II. NNBS UNIFORM
A. FOH UNIFORM
HOSTESS
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Appropriate Make up
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Hair Well Bonded
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Well pressed hostess dress
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Nameplate (Arial Black 32)
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Sling Bag (Plain black)
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Stockings (plain, black, thickest)
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Shoes (Plain, black, polishable, wedge)
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Stud earring (one pair only)
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Working accessory watch
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3 click pens
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3 click lighters
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1 sanitizer gel (unsented or fruity only)
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1 Tickler
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Take a Picture of the Hostess
BUSSERS
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Well pressed busser shirt
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Inner white shirt (round neck, plain)
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Nameplate (Arial Black 32)
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Clean Shaven Face
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Belt (Black, Leather)
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Belt bag (Plain, Black, appropriate size)
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Slacks Pants (Plain, Black, Appropriate size)
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Apron (plain, black, overhaul)
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Working Accesory watch
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Mid-High socks (Plain black)
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Red towel (clean, well pressed)
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3 Click pens
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3 Click lighters
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1 Sanitizer gel (Unscented or fruity only)
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1 tickler
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Take a picture of the Busser
FEMALE SERVERS
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Appropriate make up
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Well pressed polo (Short sleeves)
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Hair well bonded
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Stud earing (one pair only)
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Nameplate (Arial Black 32)
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Stripes necktie (properly knot)
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Skirt (plain black, appropriate length)
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Leggings (Plain, Black)
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Mid- High socks (plain black)
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School Shoes (plain black, polishable)
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Apron ( Plain, black, half-size)
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Red towel (Clean, well pressed)
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Belt Bag (plain, black, appropriate size)
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Working accesory watch
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3 Click pens
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3 Click Lighters
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1 Sanitizer gel (unscented or fruity only)
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Mini Stapler with staple wire
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Mini Calculator
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Bar Blade
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Wine key
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1 Tickler
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Take a picture of Female server
MALE SERVERS
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Well pressed polo (Short sleeves)
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Nameplate (Arial black 32)
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No Earings for male
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Clean Shaven Face
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Inner White shirt (round neck, plain)
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Pants (Plain, black, slacks, appropriate size)
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Belt (Black, Leather)
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Mid-high socks (plain black)
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Shoes (Plain , black, polishable)
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Apron (Plain, black, half size)
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Red Towel (clean, well pressed)
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Belt Bag (plain, black, appropriate size)
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Working accesory watch
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3 Click pens
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3 Click lighters
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1 Sanitizer Gel (unscented or fruity only)
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Mini Stapler with staple wire
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Mini Calculator
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Bar blade
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Wine key
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1 Tickler
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Take a picture of the Male Server
BARTENDER
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Appropriate make up (Female)
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Hair well bonded (Female)
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Clean Shaven Face (Male)
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Nameplate (arial Black 32)
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Well pressed long sleeves
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Vest (Plain, Black)
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Skirt-female (Plain black, appropriate length)
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Slacks pants-male (Plain, Black, appropriate size)
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Inner white shirt-male (round neck, plain)
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Belt-male (black, leather)
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Mid-high socks (plain, black)
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Apron (short for female/long for male)
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Red towel (clean, well pressed)
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Belt bag (plain, black, appropriate size)
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Working accesory watch
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3 Click pens
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3 Click Lighters
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1 Sanitizer gel (unscented or fruity only)
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Wine Key
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Bar Blade
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Mini Stapler with staple wire
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Mini Calculator
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6 Inches stainless ruler
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Take a picture of the Bartender
B. BOH UNIFORM
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Well Pressed chef uniform
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Hair well restrained
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Inner white shirt (round neck, plain)
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Belt (black, leather)
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Well pressed chef pants (checkered)
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Mid-high socks (white)
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White Apron (properly tied)
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Steel toe shoes (Plain, Black)
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Clean Shaven Face (male)
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1 Tickler
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Probe Thermometer
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3 Click pens
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6 inches stainless ruler
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Stainless measuring spoon
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No jewelries
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Take a picture of the Line Cook
C. MANAGERS
FEMALE
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Blazer
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Nameplate
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Slacks
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Close shoes with heels
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Tied hair
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Lighter
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Click Pen
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Hankerchief
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Make up
MALE
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Longsleeves polo with tie or coat
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Nameplate
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Slacks
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Polishable shoes
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Lighter
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Hankerchief
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Click Pen
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Clean Shaven
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Picture of the Manager
III. BOARDS
A. COMMUNICATION BOARD
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Ask Team members for awareness with what is posted<br>Training update<br>Recipe Update<br>Service Update<br>Announcement<br>Schedule FOH & BOH<br>Timesheet
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Bulletin Board
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Alley Rally Board
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GEM Board
B. STATION SCHEMATICS
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Hostes Stand
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Busstand
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Bar
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Service Area
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Prep Area
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Steward
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Plate Nacho
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Saute
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Fry
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Broiler
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Window
IV. TRAINING MATERIALS
A. TRAINING MANUALS
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Bistro 101
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Philosophies and Theories
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Fun Facts
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Myrna Story
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Food Safety and Sanitation
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Product Knowledge
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FOH Basics
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BOH Basics
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FOH Station Training Guides
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BOH Station Training Guides
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Fridays Service Style manual
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Food Guide
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Drinks Guide
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Wine
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Coffee Recipes
B. UNIFORM PACKETS
FOH 5 PAR EACH
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Hostess
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Female Server
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Male Bartender
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Bartender
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Busser
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BOH- line cook (5 PAR per set)
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DIsh (2 Sets)
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Cleaning Crew (2 sets)
C. FORMS
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Restaurant Line Check
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Pour Test
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Ally Rally
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Priority List
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Uniform Checklist
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201 Files
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Contractual- REX and performance appraisal
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Regular- Performance Appraisal (Quarterly)
V. NNBS- DURING OPERATION
A. MANAGERS ON DUTY
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Makes FOH Floorplan
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Create shift duties
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Performs 100% purposeful table visit
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Engaging with guests
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Gives direction on team members on floor
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Conducts immediate coaching
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Check the quality of the food that's being expedited
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Check all the drinks that's coming out from the bar
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Monitor ticket timing
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Handles Team members on floor
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Motivate team members on floor
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At the door during peak hours or weekends to manage the wait.
B. DINING AREA
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All Team members undergone Classroom Training
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Team Members are validated on its present position
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Bussers kit present on each busstand
Things to look for the busser kit
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3 compartments
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With black cloth covered
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White towel
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Blue towel
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Sanitizing bottle with J512
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Take a picture of the busser's kit
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Wet towel should be seperated from dry one and food particles
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Use of auto weave towel in driying plates
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Bussers have red cotton towel to wipe couches
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Busstand have 3 Menus set up
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Cuttlery tray with red cloth cover filled with dinner napkins, dinner spoon, fork and spoon
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Table are all aligned
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No wobbling tables and chairs
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Host visibility at all times at the door
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Server at homebase
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FOH are knowledgeable with the updates and promos
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Birthday songs are perform lively and energetic with atleast 5 Team members
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Use of busstub in bussing out
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Use of bar tray in carrying 4 or more glasses
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Team member is validated on its present position
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Presence of Cleaning Crew
C. BAR
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Bartenders make drinks with working flair
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Sanitizing bucket with 2 dividers (blue towel must be soaked in J512 if not in use
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Liquor merchandising
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Rat hole system
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Bar stools are properly arranged
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Bar list set up on bar top
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Proper garnish cutting
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REMARKS:
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