HOST / SERVICE PROFESSIONAL ASSISTANT TRAINING OUTLINE … · Service Professional Assistant Opening Routine 7 Using a Tray 8 In the Dish Area 9 Washroom Checks 10 Detailed Tour of

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HOST /

SERVICE PROFESSIONAL ASSISTANT

TRAINING OUTLINE AND SIGN OFF

Version 3.96

Name: ____________________________ Date: _________________


TRAINING SCHEDULE

NAME: POSITION:

TRAINER:

TRAINING DAY DATE / DAY OF THE

WEEK SHIFT TRAINER

DAY 1

DAY 2

DAY 3 *Service Professional Assistant – Quiz; Menu Training (see Hostess – Day #4) *Hostess – Training Day #3

DAY 4 *Service Professional Assistant – Menu Quiz *Hostess – Menu Training

DAY 5 *Hotel Locations Only


HOSTESS/ SERVICE PROFESSIONAL ASSISTANT - DAY ONE *See attached sections for detailed explanations of all topics

Trainee Trainer

1 Job Profile/Wardrobe/Performance Appraisal *Service Professional Assistant / Hostess – as applicable

2 The Server, The Host, and The Service Professional Assistant

3 Teamwork & Breaks

4 Terminology / Equipment List

5 Telephone Techniques

6

Service Professional Assistant Opening Routine

7

Using a Tray

8

In the Dish Area

9 Washroom Checks

10 Detailed Tour of Location *Specific focus on Front Door & other areas highly used by Service Professional Assistants & Hostesses

11 Work with Service Professional Assistant through service

12 Feedback, Discussion on Performance, and Assign Study Materials

QUIZZES: ACE/ Orientation Quiz pass rewrite OPENTABLE: Complete the training found in Opentable’s Online Learning Center. Follow this link to access the site: www.OTLearningCenter.com.”

http://www.otlearningcenter.com/


HOSTESS/ SERVICE PROFESSIONAL ASSISTANT - DAY TWO *See attached sections for detailed explanations of all topics

Trainee Trainer

1 Verbal Quiz on Day 1 Information

2 Fish! – At the Door Choose your attitude! Be present! Make their day! Play!

3 Hostess Roles in the Restaurant The Greeter The Seater The Quarterback

4 Setting Tables

5 Cost Awareness and Control

6 Basic Sanitation and Proper Food Handling

7 Proper Hand Washing

8 Allergy Awareness

9 Basic Safety Tips

10 Work with Setter / Service Professional Assistant


QUIZZES: Floor Map pass rewrite


HOSTESS - DAY THREE *See attached sections for detailed explanations of all topics

Trainee Trainer

1 Verbal Quiz on Day 2 Information

2 Hostess Opening Routine

3 Reservations

4 Open Table *quick introduction using Open Table Manual

5 Fish! At the Door (review)

6 Clichés

7 Hostess Roles in the Restaurant (review)

8 Greeting the Guest

9 Seating the Guest / Children / Guests in wheelchairs...

10 Goodbyes and Quality Checks at the Door

11 Dealing with Guest Complaints at the Door

12 Work with Hostesses (Greeter and Seater) through service


14 Complete Sign Off on Training being completed

QUIZZES: Service Professional Assistant Quiz (≤ 90% to pass)

pass rewrite

Hostess Quiz (≤ 90% to pass)

pass rewrite


MENU TRAINING HOSTESS – DAY FOUR

*See attached sections for detailed explanations of all topics

Trainee Trainer

1 Menu Training Scheduled accordingly Read through the Menu Training manual with Trainer

MENU TRAINING – DAY FIVE *See attached sections for detailed explanations of all topics

* Hotel Locations Only*

Trainee Trainer

1 Menu Training Review & Verbal Quizzing

2 Room Service Training (Shadow – Evening) *Room Service Locations Only

3 Banquets Set Up and Tear Down Work with Banquet Manager directly

4 Feedback and Discussion on Performance

5 Sign off on training being complete

QUIZZES: Menu Quiz (≤ 90% to pass)

pass rewrite


HOSTESS/ SERVICE PROFESSIONAL ASSISTANT SIGN OFF (insert name to left) has successfully completed the Chop Hostess/ Service Professional Assistant training program, has passed all applicable quizzes and is now a fully trained member of the Chop Hostess/ Service Professional Assistant Team.

Completed Trainee Trainer

Day One Training

Day Two Training

Day Three Training *Hostess Only

Day Four Training *Hotel Locations Only

Day Five Training *Hotel Locations Only

Written Passed (Score )

*must be ≥85% Verbally Reviewed

ACE/ Orientation Quiz

Floor Map Quiz

Service Professional Assistant Quiz

Hostess Quiz *Hostess Only

New Team Member’s Signature Date

Trainer’s Signature Date

GM’s Signature Date

Comments:


JOB PROFILE / CANDIDATE PROFILE - SERVICE PROFESSIONAL ASSISTANT

REPORTS TO: Service Manager

ROLE/ WHAT THE SERVICE PROFESSIONAL ASSISTANT RESPONSIBLE IS FOR: Maintain a cooperative, positive

attitude towards guests and fellow team members.

Maintain a visibly positive attitude and demeanor under pressure

Knowing which tables will be sat next Responsible for ensuring that all

peripheral areas of the restaurant are perfectly clean, parking lot walks, carpets inside restaurant, bathrooms, etc

Ability to catch and handle complaints and compliments

Cleaning and maintenance of entry Ensuring that tables are cleared and reset as

quickly as possible. Clearing and setting tables when guests

are leaving. Speed with which tables are cleaned, re-set

and re-sat Perfect glassware, perfect cutlery

perfect napkins Washroom cleanliness

Working with Hostesses to walk guests to cars with umbrellas when raining, or starting cars on cold days.

Working with the dishwasher to ensure there is always enough cutlery, plates and glasses for service.

Room Service (Specific Locations) - Set up, stock and cleanliness of Room

Service Area - Taking phone orders - Set up of Room Service tray and cart - Running of Room Service order - Floor sweeps to retrieve dirty trays

throughout hotel

Banquet set up & tear down

CHARACTER/ WHAT KIND OF PERSON MAKES A GREAT SERVICE PROFESSIONAL ASSISTANT?

Outgoing, energetic, happy, very friendly Goal-oriented

Great smile Soothing, calm and cool Well-dressed Well-spoken

Mature and strong able to deal with difficult situations

Professional Takes responsibility, has initiative

Self-confident Makes decisions

Positive Team-oriented

Hospitable

COMPETENCIES: Organizational skills An ability to prioritize

An ability to deal positively with stress and to remain calm

An ability to think ahead A high level of attention to detail Communication skills Problem solving ability

An ability to deal with compliments and complaints with the support of management

An ability to read people and to determine their needs

An ability to treat all guests in a professional, friendly and caring manner

An ability to take direction


JOB PROFILE / CANDIDATE PROFILE - HOSTESS

REPORTS TO: Service Manager

ROLE/ WHAT THE HOSTESS IS RESPONSIBLE FOR: Maintain a cooperative, positive

attitude towards guests and fellow team members.

Maintain a visibly positive attitude and demeanor under pressure

Knowing which tables will be sat next First impression Last impression

Greeting

Table determination, knowing which tables will be sat next, guest flow

Ability to build a floor smoothly

Seating Cleanliness and maintenance of entry

Seating the Most Desirable Table Available at all times

Washroom cleanliness Taking care of guests who are waiting

Introducing food and beverage features as required

Ability to keep waiting guests relaxed and informed

Ability to catch and handle complaints and compliments

Speed with which tables are cleaned, re-set and re-sat

CHARACTER/ WHAT KIND OF PERSON MAKES A GREAT HOSTESS? Outgoing, energetic, happy, very friendly Goal-oriented

Great smile Soothing, calm and cool Well-dressed Well-spoken

Mature and strong able to deal with difficult situations

Professional Takes responsibility, has initiative

Self-confident Makes decisions

Positive Team-oriented

Naturally comfortable speaking with guests

Hospitable

COMPETENCIES: Organizational skills An ability to prioritize

An ability to deal positively with stress and to remain calm

An ability to think ahead A high level of attention to detail Communication skills Problem solving ability

An ability to deal with compliments and complaints with the support of management

An ability to read people and to determine their needs

An ability to treat all guests in a professional, friendly and caring manner

An ability to take direction


PERFORMANCE APPRAISAL - HOSTESS

The following are indicators of ability and achievement of the job requirements of the Host/Hostess. Rate each indicator in terms of frequency performed.

5 - Always 4 - Usually 3 - Sometimes 2 - Rarely 1 - Never

GREETING/ DEPARTURE

OVERALL - Makes the guests feel welcome (section K/O 15pts)

Greets guests promptly upon entering and makes first contact upon entering (before the guest greets us)

Smiles, appears genuine, courteous, friendly and upbeat 5pts

When more than one greeter, one person is actively greeting 5pts

Appears organized and confident

Restaurant is full if there is wait

Waiting guests actively engaged by hostess/ manager

Engage guest(s) in conversation on the way to the table, when appropriate

Seats at most desirable table available

Waits until the guest is seated and settled before handing out the menus

Pulls out chairs

Introduce wine and cocktail list

Departing guest are thanked AND/OR invited to return 5pts

GREETER APPEARANCE

OVERALL - Presents the best version of themselves; stylish, well groomed & dressed up (section K/O 15pts)

Isn’t chewing gum

OVERALL COMMENTS:

_________________________________________________________________________________________________________________________________________________________________________________________________________

HOSTESS: _______________________________ DATE: ___________________________

AUDITOR: ______________________________ SCORE: ___________________________ SIGNATURES: GM: ___________________ HOSTESS: __________________ AUDITOR: ______________

HOST & SERVICE PROFESSIONAL ASSISTANT DRESS GUIDELINES

Chop dress guidelines are designed to be stylish, contemporary and professional to match the environment of the Chop brand. We have based the guidelines on current style trends to achieve a polished look.

FEMALE HOST MALE HOST SERVICE PROFESSIONAL ASSISTANT

TO

PS

■ Long or short sleeve buttoned blouse

■ Solid colour

■ Shirt is tucked in, clean and pressed

What not to wear:

■ Ruffles or boxy blouses

■ Visible cleavage

■ 100% cotton

■ Pockets

■ Properly fitted, pressed, long sleeve dress shirt with a collar

■ Shirt is a polyester blend

■ Fade and wrinkle resistant

■ Vest and tie are worn

■ Sleeves can be rolled up (optional)

What not to wear:

■ Plaid or contrasting pattern

■ Properly fitted, black dress shirt with silver pin-striping

■ Shirt is a polyester blend

■ Long sleeve or ¾ length sleeve

■ Black buttons; only the top button should be undone

■ Fade and wrinkle resistant

■ Males wear shirt tucked in, females wear shirt un-tucked (due to tailoring of the shirt)

■ Chop shirt is available for purchase (optional)

What not to wear:

■ If an undershirt is worn, it is not visible

SK

IRT

S / P

AN

TS

YOUR CHOICE: OPTION 1

■ Black, grey or navy skirt

■ Solid colour or subtle pattern

■ Skirt hemline should be no shorter than 1 ½” above the knee

■ Professional skirt that’s straight or properly fitted to the leg

■ May have a max 2” slit at the back

■ Chop pencil skirt is available for purchase (optional) YOUR CHOICE: OPTION 2

■ Properly fitted dress pants

■ Solid colour that matches outfit What not to wear:

■ Denim, cord or 100% cotton (too casual)

■ Ruffles, pleats or external pockets

■ Yoga-style pants or leggings

■ Unhemmed pants (pants should not touch the floor)

■ Solid black, properly fitted

dress pants

■ Black belt is worn if pants have belt loops

What not to wear:

■ Pleats or external pockets


■ Un-hemmed pants (pants should not touch the floor)

■ Yoga-style pants

■ Solid black, properly fitted dress pants

■ Black belt if pants have belt loops

What not to wear:

■ Pleats or external pockets


■ Unhemmed pants (pants should not touch the floor)

BL

AZ

ER

■ Properly fitted black, grey or navy blazer

■ Solid colour or subtle pattern

What not to wear:

■ Denim, cord or 100% cotton

■ N/A ■ N/A

AP

RO

N

■ N/A ■ N/A

■ Black, long Chop bistro-style apron

■ Females wear apron over top of the shirt (because the shirt is untucked)

■ Clean for every shift

SH

OE

S

■ Comfortably fitted, stylish black dress shoes with minimum ½” sole and a defined heel

■ Polish-able and leather; closed toe and heel; non-slip sole

■ Maximum 3” heel

■ We recommend you limit your heel to 2” or less and avoid shoes with overly pointed toes

■ Black dress socks if worn What not to wear:

■ Ballet shoes as they do not provide support and are not safe



■ Black dress socks



■ Maximum 3” heel

■ We recommend you limit your heel to 2” or less and avoid shoes with overly pointed toes

■ Black dress socks if worn What not to wear:

■ Ballet shoes as they do not provide support and are not safe


PROVINCIAL RESPONSIBLE SERVICE MAKE UP/ GROOMING JEWELRY

■ Keep your provincially recognized responsible alcohol service (certification) card on your person at all times

■ Make up is professional and polished

■ Moustaches/ beards are neat and trimmed

■ Stylish necklaces are a great way to express fashion sense

■ Piercings are discreet and are not a safety hazard

HYGIENE HAIR PHONES

■ Shower daily and use good deodorant/ antiperspirant

■ Clean and well-manicured fingernails

■ If underarms are visible, they are clean shaven

■ If legs are exposed, they are clean shaven or hose is worn (skin tone or nightshade colour)

What not to wear:

■ Heavy perfumes or colognes

■ Hair is styled, clean and professional

■ Worn completely down with no clips, bands or any hair accessory

■ Majority of hair is coloured in natural shades with no visible roots

■ Please give friends/ family the restaurant phone number in case of emergency

What not to wear:

■ Phones on your person (phones are not hygienic and do not promote hospitality)


THE SERVER, THE HOST AND THE SERVICE PROFESSIONAL ASSISTANT Are responsible for providing the Absolute Chop Experience and in helping to guarantee that every guest feels special. Different restaurants/ concepts delegate responsibilities differently. It is important that each team member be clear on what they are accountable for. Below is Chop’s standard for which roles are responsible for what.

1. The SERVER is completely responsible for:

Ensuring that each table in their section is perfectly set at the beginning of their shift.

Maintaining section such that they are aware of any and all new guests.

Ensuring that all aspects of the ACE audit are met.

Table maintenance while guests are still seated.

Clearing plates, extra settings, brining new plates or glassware (table maintenance).

Food running.

Drink running.

Refills for all beverages.

Room Service -Set up, stock and cleanliness of Room Service Area -Taking phone orders -Set up of Room Service tray and cart -Running of Room Service order -Floor sweeps to retrieve dirty trays throughout hotel

Banquet Set up and Tear down

2. The HOSTESS is responsible for:

Creating a great first impression at the front door.

Managing and operating the Open Table system.

Telephone reservations

Holding the door(s) open for guest entering and leaving the building.

Coat check, receiving and returning guest coats.

Cleanliness of front door area including outside.

Door tasters.

Quality checks and good byes to guests.

Seating guests.

Working with the Servers and the Service Professional Assistants to ensure quick turn around time to reseat tables.

Working with Service Professional Assist. to walk guests to cars with umbrellas or starting cars on cold days.

Reviewing all menus each service period and removing menus that do not represent the best version of Chop i.e. menus that are torn, stained or written on; wiping down covers and keeping them clean

Checking phone messages and providing written messages to appropriate managers

Assumes Service Professional Assistant responsibilities on shifts where there is no Service Professional Assistant scheduled

3. The SERVICE PROFESSIONAL ASSISTANT is responsible for:

Ensuring that all peripheral areas of the restaurant are perfectly clean (this is inclusive of (but not exclusive to): parking lot walks, carpets inside restaurant, washrooms, service stands).

Clearing and setting tables when guests have left.

Ensuring that tables are cleared and reset as quickly as possible.

Communicating with the hostesses on table availability.

Perfect glassware, perfect cutlery, and perfect napkins

Working with Hostesses to walk guests to cars with umbrellas when raining, or starting cars on cold days.

Working with the dishwasher to ensure there is always enough clean cutlery, plateware & glassware.

TEAMWORK & BREAKS


TEAMWORK All team members working at Chop have one common goal – to create memorable dining experiences and provide a venue where guests can enjoy themselves often. When your area of accountability is taken care of, there is always someone to help, or something to do to help realize this goal. Teamwork means that we are all in it together. Guests don’t care who showed up late, or who is not on the ball tonight. At the end of the experience, guests judge all of us as a team. A few examples of teamwork: Assist a Server by clearing empty plates/ glasses/ used cutlery from a table in their section. When dropping off food, ask the guest – May I bring you anything else? Polish cutlery. Refill the service area ice bin. Stock glasses in service area/ side stations. Is your area perfect? Can you do anything to help make another area perfect? Does the bartender have enough glasses? Are side stations perfectly set up and stocked? Are all side duties caught up? As the saying goes: “time to lean, time to clean!” BREAKS Breaks are an important part of being able to provide great service. Before taking a break, always check with the FOH Manager. The rush is not done until we are ready for the next rush. Breaks should not be taken until your area of accountability is perfectly completed, food is being run quickly, and side duties are reasonably caught up. Ask yourself: What do I want to return to after taking my break? Have I set my other team members up for success while on my break? If I was in someone else’s shoes, would I think now was the right time for me to take my break?


TERMINOLOGY/ EQUIPMENT LIST

ACE (Absolute Chop Experience)

An audit performed by secret shoppers. Audits are done twice per month in each of our dining rooms and once per month in each of our lounges. This audit helps provide us with an accurate snapshot of our service, food and environment.

FRESH OUT A menu item or ingredient we are out of. This is an opportunity to explain to the guest the ‘whys’ behind it. “I am sorry, but we have sold out of Ahi Tuna this evening, we use only fresh fish and it was extremely popular tonight.”

CHEQUE DOWN/ CHECK BACK

After presenting the guest with their bill, turn back after a few steps to see if the guest is ready to pay their bill.

CLEANING SOLUTIONS

There are three different cleaning solutions used. All are kept in clearly labelled spray bottles and are used for different purposes. All spray bottles should only be filled half way to help control costs; and proper dilution of chemicals is important to ensure your safety as well as to ensure the product works in the way it is intended. If you have any questions or concerns please speak with your manager. Sanitizer – a specific product used for only a very limited few purposes; this

product can only safely be used on plastic, glass, or stainless steel surfaces. Examples of where it is used: door handles, washroom counters, plastic or glass shelves behind the bar, stainless countertops on expo.

Window Cleaner – used on all glass surfaces (i.e., windows, glass shelves) and door handles.

Dish Soap & Water Solution – this is the most widely used cleaner by the Service Team. It is the only cleaning solution you can use on porous surfaces – wood, marble, booth & chair seats. Examples of where it is used: butcher block tables, marble tables, pony walls, booth & chair seats. Approved Dish Soap to be used: Antibacterial Dawn or Antibacterial Palmolive. (Proper Dilution: 1 tsp soap with 750 ml of warm water in a spray bottle). **Warning – never use any product that contains: ammonia, silicone, or bleach.

DISH AREA Always treat the dish washers with respect. Always use proper terminology such as dish area and dish washer only. Scrape food off of dishes and into the garbage can. Be very careful not to scrape cutlery

or ramekins into the garbage. All cutlery, steak knives, ramekins go into individualized “soak tubs” (do not throw items

into soak bins, you could splash the dishwasher). All plates & bowls must be stacked with others of the same size. When stacking

plateware, stack only the same type of plates together & maximum of 20 plates high. All glasses and cups go into racks, each one designated for a particular size. All Bar glassware is brought to the bar dishwasher to be washed. Do not leave dirty bar

glassware in the main dish area (controlling costs).


TERMINOLOGY/ EQUIPMENT LIST

EXPO LINE The area where the plates are quality checked and expedited by the Expo. Servers are NOT to take finished plates from the expo line unless instructed by the manager or when there is no Expo on duty.

FLOOR MAP Diagram of the dining room/lounge. Includes all table numbers, specific Server sections and which Server is working in which station. The floor map will change as we go into service and come out of service to reflect how many Servers are currently working.

HOT CLOTH A clean dedicated cloth used to protect your hands and arms from hot plates. DO NOT use paper napkins or cleaning cloths to carry any plates/ dishes.

“MAY I” A term used to politely ask for someone’s attention. Ex: “Expo, may I?”

MENU COUNT The number of menus still on tables in the restaurant to give the culinary team an idea of the number of meals still to be ordered. This is done only as the restaurant is filling and emptying (pre & post-service) by a manager

OPEN TABLE The reservation and table management system that our host team uses to most effectively take care of our guests’ needs in these areas.

POS SYSTEM (Point of Sale System)

Computer system used to place orders and to "clock in" at the start of your shift and “clock out” at the end of your shift.

QSA “Quality, Service, Assurance.“ Money spent in the form of a discount on items rejected after they have left the kitchen or bar.

SERVICE When the restaurant is busy. During breakfast (if applicable), lunch and dinner periods.


TERMINOLOGY/ EQUIPMENT LIST – continued…

SCHEDULES & SCHEDULE REQUESTS

Schedules are posted online at www.myameego.com . Your Manager will provide you with your Login information as well as give you a brief orientation through the site. Schedules reflect who is working what position as well as start and end times. New schedules are posted each Wednesday and will start the following Wednesday. Day Off Requests as well as requests for a shift swap can all be made online. No request is guaranteed until approved by a Manager. If you need a guaranteed holiday request approved, please see your Scheduling Manager specifically.

SEATING LIST/ JOINER’S LIST (ON OPEN TABLE)

This form is used when the restaurant is full and more guests are waiting than can be kept organized without writing it down. Take the guests' name (first/last), a brief description, arrival time and whether they have any special requests or are celebrating (i.e., birthdays). As tables become available, guests are sat according to their arrival time. The Seating list also contains a column “Names of People to Join Party” to help assist guests who are waiting for someone to join them or who are meeting someone already seated in the restaurant. Take down the name of the guest who arrives first and their table number, along with the name and a brief description of the person who will be joining them. When the next guest arrives, consult your list and escort them to the appropriate table.

SEAT NUMBERS The number each guest is assigned to indicate where they are sitting at the table. This allows the runner to know which food items are for which guests. All food must be expo’d in order of seat number.

3-TABLE RULE There are never to be more than 3 tables not cleared, cleaned and reset at any one time.

5-FOOT RULE Please acknowledge anyone who comes within 5 feet of you.

TOOTHPICKS Mint toothpicks wrapped in cellophane and kept discreetly behind the hostess stand by Guest Request only.

TURN When the flow of traffic is leaving the restaurant and the restaurant is refilling.

http://www.myameego.com/


TELEPHONE TECHNIQUES

Often, your contact with a guest or a potential guest will be over the phone. Make the most of it by following these guidelines. Obviously, the person calling can't see you; so your challenge is to give them the same level of service you would if they were there in person.

ANSWER THE PHONE

Never let the phone ring more than 2 times. It is very frustrating to be on the other end wondering if anybody is there.

GIVE THE CALLER YOUR NAME IN THE GREETING

Let the caller know who you are.

Say a friendly greeting, stating the location of the restaurant.

“Good Morning. Thank you for calling Chop, Sarah speaking. How may I help you? “

If the guest gives their name, use their name as much as it feels natural. If they have provided both their first and last name you should default to addressing them by their last name unless they ask otherwise or you have a pre-existing informal relationship with that guest.

SMILE INTO THE PHONE

Guests can tell if you are hurried or annoyed when answering the phone.

Before answering the phone please ensure you are focused on the task of answering the phone, not on the other things you are currently trying to do. Sometimes that means taking a breath and smiling BEFORE picking up the receiver.

Even if you are in the middle of something, let them know you are glad they called.

KEEP THE CALLER INFORMED

If you are unable to locate someone right away or need to look information up for the caller, let him or her know the status. “The Manager is just talking with another guest, would you like to hold another moment or can I take a message?"

NEVER ASSUME THE CALL HAS BEEN TAKEN CARE OF

If you answer the phone, it is your responsibility to ensure the call has been handled to the callers’ satisfaction.

Watch to make sure the call is looked after.

THANK THE PERSON FOR CALLING

It is important to end the conversation on a positive note and lets the caller know we appreciate their business.

IF THE CALL IS FOR A GUEST

The caller will usually give the name and a description of the guest they wish to speak to and possibly the number of people in their party.

Let the caller know we don’t have a formal paging system, but you will do your best to locate them.

Repeat the name back to the caller so there is no confusion.

Once you have located the guest, let the guest know they have a call.

IF THE CALL IS FOR ANOTHER TEAM MEMBER ON DUTY

Tell the caller the team member is busy; ask for a name, and a phone number if the caller would like the team member to return the call.

Take a clear and concise message and get it the team member as soon as possible.

If the caller says it is an emergency let the manager know so he/ she can cover the team member’s area of responsibility if necessary.

IF THE CALL IS FOR A MANAGER

Inform the caller that YES! they can definitely speak with the manager, then ask: “May I tell him/her who is calling please?”.

Ask the caller to hold a moment while you locate the Manager.

If the Manager is not in sight, call to the office.

If the Manager cannot get to the phone immediately, check back with the caller and tell him/her the manager will be with them in a moment, would they like to hold for a moment or would you like to leave a message on their voicemail?


SERVICE PROFESSIONAL ASSISTANT OVERVIEW

As a Service Professional Assistant, you are a very important part of our overall delivery of service and hospitality. You should always be on the lookout for opportunities to showcase our hospitality by making guests feel special. Below are a handful of examples of specific things you can do to that end:

Make eye contact and smile when passing guests

Always give the right of way to guests

Lead guests who appear lost to the washroom

Ask guests who look like they need something if you can help; do not worry if you do not know how to fulfil the request… there is always a teammate that can help

Service Professional Assistants provide a major impact on many of our operations. Their first responsibility is to minimize the wait time for guests at the front door. This is managed through fast and effective table resets. During a busy service, it is important that Service Professional Assistants maintain their focus on resetting tables as fast as possible, as there will be no shortage of distractions. Food running is a task that can easily distract this position; thus Service Professional Assistants should not run food unless s/he has received menu training and s/he has been asked to run food by a manager on a given shift. There are 3 roles for our Service Professional Assistants and on any given shift, there may be between 0-3 scheduled. The number scheduled depends on the busyness of the restaurant. Here are some guidelines that our leaders use when scheduling Service Professional Assistants:

Somewhat busy (sales of $13,000 or less): 0-1 Service Professional Assistants on shift Busy (sales of $13,000-$20,000): 2 Service Professional Assistants on shift Very busy (sales of $20,000+): 3 Service Professional Assistants on shift

Remember that every operation is different: some locations have banquets and others have multiple levels. Your GM determines the scheduling needs for your location. The three roles are Dining Room Service Professional Assistant, Lounge Service Professional Assistant, and Prep Service Professional Assistant. The Prep Service Professional Assistant typically begins their shift 2 hours earlier than the rest of the Service Assistant team. For example, the Prep Service Professional Assistant may begin at 4pm, while the others may begin at 6pm. This allows him/her to properly set up the shift. If there is only 1 Service Professional Assistant working a shift, then it is the Prep position.


SERVICE PROFESSIONAL ASSISTANT ROLES IN THE RESTAURANT

During a busy service, there can be up to 3 Service Professional Assistants working the shift, each with a specific zone: the dining room, the lounge and prep. If fewer than 3 Service Professional Assistants are scheduled, the duties included in the missing zone will be assumed by the scheduled Service Professional Assistants. When no Service Professional Assistant is scheduled, the host team will assume all duties. THE DINING ROOM SERVICE PROFESSIONAL ASSISTANT

Reset tables in the dining room using the two tray system, minimizing the time that tables are without guests

Complete washroom checks Fill ice in the pop station as needed Take recyclable materials (i.e. empty bottles) from the dish area to the garage/shed/etc. Clean messes that occur throughout the shift including, but not exclusive to, broken glassware,

spills, etc Change pop bibs and kegs as required Routinely put all garbage that is in the insert on top of the dish area garbage into the garbage bin;

always making sure that there are no utensils, wing skewers, ramekins, etc. A top-to-bottom cleaning of the dry storage area at the end of shift

THE LOUNGE SERVICE PROFESSIONAL ASSISTANT

Reset tables in the lounge using the two tray system, minimizing the time that tables are without guests

Complete washroom checks Fill ice in the bar wells as needed Take recyclable materials (i.e. empty bottles) from the bar area to the garage/shed/etc. Clean messes that occur throughout the shift including, but not exclusive to, broken glassware,

spills, etc Change pop bibs and kegs as required Routinely put all garbage that is in the insert on top of the dish area garbage into the garbage bin;

always making sure that there are no utensils, wing skewers, ramekins, etc. A top-to-bottom cleaning of the bar cooler area at the end of shift Actively communicate with the ‘Quarterback’ host through a headset to ensure tables are being

reset as quickly as possible THE PREP SERVICE PROFESSIONAL ASSISTANT

Polish all cutlery and wine glasses throughout the shift Complete all cutlery rollups that are required throughout the shift Complete all dining room napkin folds that are required throughout the shift Set up trays for the two tray system Set up all clean cutlery in easy-to-access bins Actively communicate with hosts, the dining room service professional assistant and managers

through a headset to ensure that all needs (i.e. additional dining room napkin folds) are met


SERVICE PROFESSIONAL ASSISTANT OPENING ROUTINE

The Service Professional Assistant plays an important part of getting ready for service. The following is an example of a Service Professional Assistant Opening Routine (specific checklist for your location will be provided for your use). OUTSIDE THE BUILDING

Ensure that the parking lot and landscaping is impeccably clean Check that all lights and signage are in proper working order. If you cannot fix any issues on your

own inform the manager right away so that all items can be resolved in a timely manner Clean all exterior windows where possible, inform a manager of any areas which need to be

cleaned which you cannot do

THE ENTRY AREA Windex the doors, both inside and outside Dust or wipe down all ledges, benches, chairs etc. DO NOT leave newspapers lying around, keep them in the Hostess podium Ensure the Service Professional Assistant station(s) is setup. (USE CHECKLIST)

THE DINING ROOM

Straighten the rows of tables and chairs Carpet sweep the sections periodically as necessary Check the floor for garbage Check tables for polished cutlery, perfectly folded napkins, spotless wine glasses, liquor menus

and salt and pepper shakers, everything is clean and in correct position. Ensure that there are enough cutlery rollups, dining room napkin folds, polished cutlery and

polished glassware for the shift THE WASHROOMS

Check supplies of all materials needed to restock: (soap, toilet paper, paper towels, facial tissue, etc.)

Restock all items as needed Clean counters and mirrors Remove any paper or debris from the floor Ensure all toilets are flushed and paper bags are in the sanitary disposal boxes Ensure everything is in working order, report anything broken to the manager


HOSTESS OPENING ROUTINE

The Hostess plays an important part of getting ready for service. The following is an example of a Hostess Opening Routine (specific checklist for your location will be provided for your use). OUTSIDE THE BUILDING

Double check the Service Professional Assistants opening routine, the parking lot, landscaping and cleanliness has to be impeccable

Check all lights and signage and inform the manager of any issues Check that exterior windows are clean – if not, inform a manager to arrange window cleaning

THE ENTRY AREA

Windex the doors, both inside and outside Dust or wipe down all ledges, benches, chairs etc. DO NOT leave newspapers lying around, keep them in the Hostess podium Discard any menus that are not in PERFECT condition Ensure the Hostess station is setup. (USE CHECKLIST) Review the opening floor map from the manager and confirm Server’s names and start times

listed are correct Review all reservations Ensure all coat check tags are organized numerically, and each hanger has 2 coat check tags,

both with the same number. Ensure coat check room is clean and organized. Ensure all high chairs are clean and in good repair

THE DINING ROOM

Straighten the rows of tables and chairs Check the floor for garbage Check tables for polished cutlery, perfectly folded napkins, spotless wine glasses, liquor menus

and salt and pepper shakers, everything is clean and in correct position. THE WASHROOMS

Check supplies of all materials needed: soap, toilet paper, paper towels, Kleenex, etc. Restock anything needed Check counters and mirrors Check the floor for any paper Ensure all toilets are flushed and paper bags are in the sanitary disposal boxes Ensure everything is in working order, report anything broken to the manager


USING A TRAY

A tray is designed to make your job easier. Whether you are delivering drinks, picking up plates, clearing tables, changing ashtrays or simply walking through the dining room, using a tray will make you much more efficient and you will appear much more professional. WHEN DO I USE A TRAY? Carry a tray whenever you are in the dining room or in the lounge (but not when you are actually

seating guests) Use a tray when delivering food or drinks to our guests Use a tray when transferring guest’s drinks and food from the lounge into the dining room Use a tray when changing ashtrays, pouring coffee, picking up plates Use a tray when clearing and setting tables. First, to bring the cloths (folded with clean side up) and

spray cleaner on the tray to the table and second, to carry away the dirty dishware, spray cleaner and cloths (folded with clean side up) on the tray.

WHEN DO I NOT USE A TRAY? When seating guests. When entering the washrooms at any time. Serving Bottles of Wine. HOW DO I CARRY A TRAY? Balance the tray on your non-dominant hand. Tray should rest comfortably at approximately waist height and not be touching the body. Spread your hand out underneath the tray to provide more support. Always load a tray from the centre outwards and put all taller and heavier items in the centre. Rebalance the tray after you add or delete anything from the load. Never try to carry too much at one time. You should be able to carry the tray comfortably in one

hand, leaving your more dominant hand free to pick up and deliver items.

**Please note: Never rest the tray on guest’s table, chair or flat surface visible to guests.

IN THE DISH AREA

Once the tray is full to a manageable level, take it into the kitchen and unload and organize dishes in

the dish area stacking all like items together. Scrape food off dishes into the garbage can. Be very careful not to scrape cutlery or ramekins into

the garbage. All cutlery and ramekins go into appropriate “soak tubs” (do not throw items into tubs – the soaking

solution contains chemicals and can injure the dishwasher and/ or you. All plates and bowls must be stacked with others of the same size. When stacking plateware, stack

only the same type of plates together and a maximum of 15 plates high. All glasses and cups go into their specific racks – keep them separate to aid in restocking.


WASHROOM CHECKS The cleanliness, organization and presentation of our washrooms make a huge impact on how our guests evaluate their entire restaurant experience. If our guests experience dirty, messy or disorganized washrooms, they can’t help but wonder what our kitchens look like and may start to mistrust everything we have to offer as a restaurant.

**Please note: CHOP’S STANDARD IS THAT PUBLIC WASHROOMS ARE CHECKED AND MAINTANED A

MINIMUM OF ONCE EVERY ½ HOUR.

When checking the washrooms, follow these guidelines:

NEVER bring your tray into the washroom. Washroom checks must be co-ordinated with the other Hostesses or Manager. Sweep and mop the floor as needed; not during peak hours (unless there is a safety hazard). Notify Manager of any equipment problems immediately. ALWAYS wash your hands thoroughly with soap and water after completing each washroom check. The following three areas must be thoroughly checked whenever doing a washroom check: CLEANLINESS Mirrors clean Counter and sinks clean and dry

No water on floor Toilets clean

No debris on floor Toilets flushed

Garbage maintained (do not press down on garbage with your hands – use fresh paper towels as a buffer to protect yourself against possible injury)

Urinals clean

Urinals flushed

SUPPLIES Paper towels stocked Sanitary disposal bags stocked

Soap stocked Urinal sanitizer stocked

Toilet paper stocked Kleenex stocked EQUIPMENT Change table clean and in good repair Stall door locks working

Televisions operational and on appropriate channel

Stall coat hooks installed

All toilets working Music volume appropriate

All urinals working Light level appropriate and NO lights burnt out Sinks working and not dripping Air freshener is full and in working order

Anything you are not able to resolve, no matter how small, let the manager know ASAP!


RESERVATIONS

Reservations are an important part of our business. They enable guests to have a guarantee that they will have an opportunity to enjoy an experience at Chop on a particular day at a particular time. It is important that guests of Chop have an opportunity to arrange this type of guarantee so they can include us in any of their special plans. At Chop, we have 4 ways a guest can make a reservation

1) On-line (Opentable.com or our website chop.ca) 2) By phoning the restaurant directly 3) By asking the hotel front desk *hotel locations only 4) Requesting a future reservation in person

ON-LINE (chop.ca or opentable.com) Guests have the ability to make a reservation in real time over the internet. They book the time, number of guests and any special requests they may have. This allows business travelers or anyone sitting at a computer to easily make reservations. OpenTable is an on-line reservation system that can transform traditional pen & paper reservation

systems into a remarkably efficient and effective Guest Management System.

Allows guests to make reservations 24/7 from either our website or opentable.com Attracts new guests to our brand Minimizes human error with reservation contact information Makes it easy for concierges to help guests choose us for a great dining experience Saves our team’s and guest’s time when making reservations Easily identifies regular guests to our team Reminds us of special events attached to the reservation (i.e., birthday, anniversary) Tracks guest preferences to help us anticipate and fulfill special requests

The OpenTable website houses a number of informative and interactive training seminars.

Please access the following links to complete your OpenTable training:

http://learn.opentable.com/assets/quick-reference-

guide-flex.pdf

Provides access to the online resource

manual

http://learn.opentable.com/ Provides access to the OpenTable Learning

Centre. Sign up for an online seminar.

http://learn.opentable.com/erb-flex.html Offers lessons specific to the Electronic

Reservation Book

http://learn.opentable.com/restaurant-center.html Delivers tutorials specific to how to use the

online reporting system

http://learn.opentable.com/assets/quick-reference-

http://learn.opentable.com/

http://learn.opentable.com/erb-flex.html

http://learn.opentable.com/restaurant-center.html


RESERVATIONS…continued

BY TELEPHONE When guests call for a reservation, it must be taken by someone who is trained on the Open Table system. This will ensure that we do not overbook or turn guests away. AT THE FRONT DESK (Hotel locations only) The front desk of the hotel has the ability to make reservations through the www.chop.ca when guests are checking in. IN PERSON (WALK-IN OR WHILE DINING) Although rare, some guests will make reservations while dining with us for future events and/ or by visiting us in person. Please inform the Hostess running the shift or the Manager on the floor and they will be more than happy to help your guest. In order to ensure that as many people as possible have the opportunity to take advantage of the Chop experience, we only allocate certain portions of our dining room for reservations. The remaining seating is left for walk in traffic. Our lounge is always 100% designated for walk in traffic unless an exception is made by the General Manager. Each location may have a slight variation in terms of how much of their dining room seating is allocated for reservations. You must ensure you understand your store’s specific configuration/policy as outlined in the Open Table Resource Manual.



Each location’s reservation configuration/policy must be signed off by the Regional Manager. Only the General Manager at each location has the authority to deviate from this configuration for rare and special circumstances or events. TAKING RESERVATIONS When taking a reservation directly from a guest (in person or on the phone), the greeter must obtain the following information:

Date and specific time

Name the reservation is booked under

Phone number of the person making the reservation

E-mail address of the person making the reservation (not mandatory to get it, but must ask)

Confirmation of whether they want an e-mail confirmation sent to them (For instance, if you say, “and the last thing I need from you is your email address so I can send you an email confirmation”

Identify whether they are a first time guest

Any special notes or instructions for the reservation After obtaining all of the information and ensuring it is properly recorded in the Open Table system the greeter must sincerely thank the guest for the reservation and repeat back the pertinent details. Example: Mr. Smith, your 7:15 pm reservation for your party of four is confirmed for Tuesday March 18th. I have you in a booth as requested and will be sending you an e-mail confirmation of your booking with us. Thank you for choosing Chop for your dinner plans, and we look forward to seeing you. Have a great day. When speaking with guests about reservations you may encounter some of the following situations that require slightly different responses: Scenario #1: Guest requests a reservation for a specific time. That time is unavailable but other slots are open. Response: Mr. Smith, it would appear that we are completely booked for your preferred choice of reservation time. I am, however, happy to offer you the following alternative times that are still available . . . Scenario #2: Guest requests a reservation for a specific day but we have no reservation space left. Response: Mrs. Smith, unfortunately I am unable to make a reservation for you this evening as all of our reservation slots are completely booked, however I’m pleased to let you know that we keep quite a few tables in our dining room available for walk in traffic. Additionally we have a large lounge that also offers the full menu which exclusively serves walk in guests. You are certainly welcome to come down and put your name on the short wait list, and if you’d like you could also call me just before you leave to join us and I can add your name to the list at that time to shorten your wait.



TAKING RESERVATIONS, continued

Scenario #3: Guest requests a large party in the dining room that is larger than any one existing table on a Thursday to Saturday night.

Response: Mr. Smith unfortunately I am unable to accommodate a reservation for your party in the dining room. If all members of your party are of age you are welcome to come down and see if you are able to secure a couple of tables in our lounge as walk in traffic. Note: This response may vary by location depending on your store’s particular large party configuration.

You may always seek assistance from your Front Door Supervisor or Manager for any reservation request outside of the norm.

RESERVATION CONFIRMATIONS

Restaurants can make reservations for guests, but we cannot ensure they show up. No shows and late arrivals are frustrating; but can be minimized if we use the practice of confirming reservations. It is important that on the day of the reservation the person who made the reservation is contacted to confirm. These calls should not be placed any earlier than the actual reservation date because the chance of something coming up or plans changing is more likely than a full day before. When making these calls it is crucial that the same telephone etiquette is practiced as when we are making a reservation. When calling the guest, we are looking for the same information that we repeated back to them upon the initial reservation. These include: date and time, size of party, name of guest, and any special requests i.e. preferred table, birthday, first time diner etc. Scenario #1: Chop Host: “Hello, may I please speak with Mr. P. Guest?” Mr. Guest: “Yes, speaking” Chop Host: “Hello Mr. Guest, my name is Mel and I’m calling from Chop to confirm your reservation for this evening.” Mr. Guest: “Ok, thank you” Chop Host: “We have your reservation for 2 people at 6:00pm tonight in the dining room, and we also have a note that this is your 3rd anniversary. Is this correct?” Mr. Guest: “It is, yes.” Chop Host: “Fantastic, we look forward to treating you to a special night.”



RESERVATION CONFIRMATIONS, continued

You may also find that some information has changed for the guest’s reservation. Some guests may ask for different reservation times, some large parties may become smaller and some may become larger. In these instances we must follow the same rules for reservations as your location is currently using. If these changes conflict with your current reservation policy, then you must quickly let a manager know and they will figure out what will work. Some examples of this would be if upon making a confirmation, your guest would like to change his party of 6 to a larger party of 12 or if a guest would like to change the time of the reservation from Friday at 5:30 to Friday at 7:45. Scenario #2: Chop Host: “Hello, may I please speak with Chris Conrad?” Guest: “Chris speaking” Chop Host: “Hello Chris, my name is Rebecca and I’m calling from Chop to confirm your reservation for this evening.” Guest: “Great, I’m glad you called! We are actually expecting 8 more people and a baby to be with us tonight. Will that be a problem?” Chop Host: “Ok, I see that the original reservation was for 5 people and now since your group will be 14 people I will have to see if we have space to accommodate your party. Could you please hold while I consult with my manager?”

The Chop Host would then consult a manager and they would either: Approve the reservation and ask Becky finish the call or, The manager would have to decline or offer to modify the reservation for the guest and conclude

the telephone call themselves. RESERVATIONS FOR BANQUET ROOMS In some instances, guests arriving for functions in the banquet rooms will arrive through the front door. All host team members and Managers will be made aware of each function so we know which banquet room to take them to. GREETING, FIRST IMPRESSIONS, AND SEATING A guest makes over 50% of their evaluation about a new restaurant before they have even sat down

at a table. A great first impression and greeting can set the tone for the entire dining experience. Sounds like

it’s time to go Fish! On Friday and Saturday we set out tasters of wine for our guests to enjoy. We offer this to ALL of

our guests of legal drinking age as they arrive whether or not there is a wait at the door. This creates a warm welcome to the incoming guests.


WAIT LISTS

Whenever there is a wait list, we will always do door tasters of signature items. If a guest must wait to spend their hard earned money, let’s do it better than the competition. Tasters of food and/ or wine (ensure all people are of legal drinking age) will make waiting for a table a great experience.

Avoid quoting specific times. Let the guest know how many tables are in front of them; let them know how many tables appear to be leaving in the next while. If the wait is over 30 minutes, it may be appropriate to tell the guest there is a significant wait. If a guest persists in asking for a wait time, a host can quote a realistic wait time that is under 20 minutes. If the host believes that the wait will be longer than 20 minutes, s/he is to get a manager to quote for the guest. If there are open tables in the lounge, use this as an opportunity to invite them in to start with a cocktail and an appetizer while we prepare their table in the dining room. Always remind guests that we do take a select number of reservations, and direct them to our website for easy bookings in real time. If a guest decides to wait in the Lounge or Patio, present the guest with a “Wait Coaster”. Enter their information into Opentable, along with the Coaster number. Walk the guest into the Lounge or Patio and assist them in finding an available table. Upon returning back to the hostess station, inform the Quarterback which table number they are at. This not only shows common courtesy to the guest, but will help in locating the guest in very busy situations.

When using a Wait List ensure you record the guest’s name, number of people in their party, and seating preference if applicable. If recording a physical description of the guest for any reason, always ensure it is limited to professional descriptions – a colour of clothing, complimentary remark – and never use an unflattering physical observation. When a table becomes available for our waiting guests, we want to be sure to avoid calling out to the entire group that their table is ready. We want to pleasantly approach the individual guests, using the information we entered into Opentable and let them know their table is ready and we would be happy to show them to their seat.


COAT CHECK

Shift Set-Up

Ensure all coat check tags are organized numerically, and each hanger has 2 coat check tags, both with the same number.

During Shift

Even in a line-up situation offer to take the guests coats as soon as they have arrived.

Always offer to help remove their coats (ladies first, eldest to youngest).

Select the first hanger available.

Always double check to ensure the coat check tags are the same number as the hanger number.

When dealing with a couple, place both coats on one tag (when possible).

In all other instances, each guest receives their own individual tag for each coat checked.

After the bill has been delivered, the Server will ask if the guests have checked their coats and when they would like them brought to the table or, if the guests prefer, they may pick their coats up from the Hostess team anytime they are ready.

Always assist guests with putting on their coats when possible (ladies first, eldest to youngest).

Don’t bring coats before guests are ready, it can create a rushed feeling and can ruin what may have been a perfectly great experience up until then.

Ensure the coat check tag always goes back on the correct coat hanger.

Do not check purses or valuables under any circumstances.

HEADSETS (IF APPLICABLE)

Some of our locations use headsets in order to communicate more quickly and effectively in order to turn the tables in a more quick and efficient manner. Headsets are to be worn by the Coordinator, Seater, Setter/SA, All Managers and Window. The Coordinator uses the headset to communicate with the busser about what size of table is needed next (2/4/6 top) as well as how many guests the table needs to be set for. The coordinator can also let the Manager and Culinary team know if large parties arrive or the business level increases. Bussers use the headset to let the Coordinator know when the table is almost ready to be sat. The coordinator calls the guest up before the table is ready, the Seater should be arriving at the table with the guests just as the Busser is leaving.


FISH! AT THE DOOR

CHOOSE YOUR ATTITUDE Nowhere could be as important as the front door. The first impression starts with you! You set the tone for the entire evening; you are the ambassador of Chop. Leave problems at the door. Don’t let what is going on at school or relationships change how you do your job. The emotional response we are trying to create at the front door is warm, welcoming, friendly, courteous, fun, creative, exciting, and passionate. BE PRESENT

Be focused on the guest, not on the phone and not on talking with co-workers.

Make eye contact.

Greet people immediately, open the door whenever possible.

Approach them, they should not approach you.

Approach guests in the back of the line up once people at the front have been helped.

Speak first; don’t wait for the guest to talk to you.

Be on the other side of the Hostess stand as much as possible.

Don’t just recite the same lines you hear in 1000 other restaurants. Use your personality.

Talk to them on the way to the table.

If you can’t make it to a guest right away, tell them you will be right with them. MAKE THEIR DAY

Smile at people. Smile back at people, smile at people who look like they need a smile today.

Open doors for them.

Compliment people.

Make them feel like they are the most important guests in Town

Talk to them.

Involve them in your fun

During line ups or Friday and Saturday offer them tasters of food and wine. PLAY Play doesn’t mean “play instead of work”. It means “play while working”.

Have fun with what you do – but never at the expense of service or someone’s feelings.

Involve the guest in our fun – they are not spectators but part of the experience.


CLICHÉS

A cliché is a phrase, expression, or idea that has been overused to the point of losing its intended force especially when at some time it was considered distinctively forceful. Clichés in restaurants exist because people simply don’t take the time to use their personality. Below are just a few examples of clichés that should not be used in chop at all.

WHAT OUR COMPETITORS ARE SAYING EXAMPLES FOR CHOP

Do you have a reservation this evening?

Good evening, welcome to Chop. Table for 2?

How was everything? How was your Steak? Did you enjoy the wine I suggested?

Hello, my name is Mark; I will be your Server.

Good evening, I'm Mark; I will be hosting your Chop experience tonight. or Good afternoon, my name is Mark; I'll be hosting your party today. or Hello, my name is Mark; I'll be taking care of you tonight.

Do you want something to drink?

Have you had a chance to look at the cocktail list? I can tell you about some of my favourites. or Were you looking for a wine to have with dinner? I’d be happy to help you pick a wine to complement your order(s).

The bathrooms are down the hall The bathrooms are this way, follow me.

Limit the use of the phrase “guys” when referring to guests. Unless it is a group of young 20 year old males, it can be perceived as either too casual or, to some, insulting. This can be especially insulting to women.

If you remember a guest, use phrases such as “Welcome back Mrs. Smith”.


FUN GREET! FAST SEAT! What Is It? Fun Greet! Fast Seat! is a powerful tool to ensure excellence in lobby execution. Excellent Lobby Execution results in:

Faster Table Turns

Shorter Waits

Better Reservation Management (CHOP)

Guests perception is seamless execution

This results in:

Higher Guest Counts

Higher Sales

Improved Guest Satisfaction

Easier Shifts

HIGHER GUEST COUNT + HIGHER SALES = MORE TIPS!! Make A Great Plan (Pre-Service Shift Readiness)

The right number of people are scheduled; minimum of 5 during high revenue; 1 Coordinator(QB), 1-2 Greeters and 1-3 Seaters and 1-3 Setters

The right people are schedules – aces in their places.

Floor map is set – Front Door Team’s individual roles are assigned, verbally communicated and written on it

Enough rollups before service starts (3 turns)

Enough wine glasses to set and reset tables (2 turns)

Front Door Pre-Shift – held every shift

Headsets and / or pagers are fully charged and working

Headsets are to be worn by the Coordinator (QB), Seater(s), Setter(s)/SA’s, Service Manager(s) and Window (applicable only for locations with headsets)

Next to Seat List is created

Hostess stand is stocked and organized

Menus are out and ready to go – four on the stand ready for pick up by Seaters

Excellent Execution (During Every Service)

Open the door at every opportunity

Joiner and Wait Lists are used properly

Next to Seat List is maintained

Washroom checks are being performed every ½ hour

Seaters have menus in hands (seamless service; Coordinator (QB) & Seaters know where the next most desirable table is going to be sat))

Seaters and setters communicate status of tables to coordinator continuously throughout service

The only dirty table is the one being bussed right now

Two tray bussing system is being executed

Selecting and reassigning Seaters or Greeters as food runners with specific time goals (i.e. 15 minute intervals)

Fill the lounge first! o At Chop we create an energy in our lounges that is higher than our dining rooms. One of the best ways to do

this is to read all guests who come in the front door that are of legal drinking age and decide whether you think they would enjoy this higher energy atmosphere. If yes, simply walk them to the entrance of the lounge area and invite them to select a table for themselves. If you aren’t sure, don’t hesitate to ask them if they would prefer to sit in the lounge or dining room; emphasizing that same menu offering is available in both areas.

o Filling the lounge first is always one of our goals to maximize the number of people that can enjoy an experience at Chop, and to keep a high energy level in the lounge.

o If you take a guest into the lounge and the guest says they don’t want to sit in the lounge, you can say “No problem, I can take you to a table in the dining room!” and take them to the best available table in the dining room.

o Guests appreciate you offering the lounge (including stand up tables) if they are waiting for a table.


FUN GREET! FAST SEAT!-continued Staging Guests ** The highest level of efficiency is observed as soon as the Setter has completed cleaning and resetting the table, when the same table is re sat with new guests only seconds after it was ready for service** To achieve the highest level of efficiency with Fun Greet Fast Seat we execute effective staging. Steps to effective staging:

When the Setter arrives at the table that needs to be cleaned, the Setter) notifies the Coordinator(QB) the table number and the size of the table (i.e. 2 top, 4 top etc)

As soon as the Coordinator(QB) is notified about the table size, the Coordinator(QB) will page the next guest in line ( Note: For any guests that may not be waiting in our buildings (mall stores) may be required to call guests sooner)

While the guest is being paged the Setter will complete cleaning and resetting the table within 90 seconds Additional Steps To Success During High Service (Call To Action)

If there are more than 3 empty and un-set tables at any time, all Managers and Team Members (including servers) focus on getting rooms clean, reset and seated immediately...”All Hands on Deck!” Managers will direct servers to help setters.

Food and beverage samples are pre-planned and executed

IN SERVICE “THE ONLY EMPTY TABLE IS THE ONE BEING BUSSED RIGHT NOW”!


HOSTESS ROLES IN THE RESTAURANT

The job function of a Hostess can be broken down into three major roles: The “Greeter”, the “Seater” and the “Quarterback.” THE GREETER

Stays at the door to greet and create an immediate welcome to each and every guest.

If the Greeter is busy with guests and another group of guests arrive or leave, any other available hostess should greet or thank the guests that are leaving.

Entertaining guests in a line up.

Saying good-bye and performing quality checks to all exiting guests.

Assisting with seating when time permits.

Presenting tasters of wine or food when in a line up situation.

Ensuring that we don’t lose guests from the back of the line up, via tasters, visiting guests and general communications

Takes guests’ coats as they enter THE SEATER

Seats all guests

Introduces the feature menu (if applicable)

Works with Service Professional Assistant to ensure they know what tables are needed in which order

Communicates with the quarterback to update on table status THE QUARTERBACK

Organizes the Seaters to maximize seats and optimize flow into a Server’s section

Organizes seating lists, takes all information from the guest

Deals with reservations and phone calls

Assists the greeter with coat check


GREETING THE GUEST

Whenever possible, always open the door for a guest. Not only is it common courtesy, provides a

warm welcome, and makes a great statement right away – “we value your business.” Welcome every guest as if it were your restaurant, with a warm sincere greeting “Welcome to Chop!”

or “It’s great to see you again.” Reinforce their decision to dine at Chop, “Mr. Johnson, your table and Server are ready for you.” Take the guest’s coats. (See ‘Coat Check’ instructions for more info) When there are no available tables, and the guest does not have a reservation, add them to the wait

list. Never give direct quotes on how long a table will be, always let the guest know how many groups are ahead of their party; let them know how quickly the restaurant is turning over. All guests who are waiting are always invited to start their experience in the lounge.

At times, you might have to find a guest in a crowded lounge or lobby. Always make sure you know where the guests are by recording as much information including cell phone number or table number to easily locate guests.

SEATING THE GUEST

Take the right number of menus per person. Always seat the best tables first. Be cautious to avoid seating a party of two at a six top as this is not

typically the best practice. Our goal is to get the party the best table available that is consistent with the size of their group. Maximizing seat count is an important function of the front door team.

Always walk with the guest at their pace, and continue to build guest connection as you walk the guest to their table.

Pull out chairs for guests where possible. Once guests are seated, hand each guest a menu and present the wine list in the centre of the table. Introduce the feature menu (if applicable) Create anticipation of the Day/Evening. Introduce their Server by name and promise them he or she

will be right by to tell you about the amazing fresh catch of the day. Clear extra settings. When the restaurant is slower, do not bunch all the guests together in one area. Give the guest

space and privacy. Seat sections in a rotating pattern when possible to ensure each Server has tables at different

stages. This is one of the most important points Hostesses can do to ensure a great experience after the table is sat.

Maximum section sizes: Dining Room – four active tables; Lounge – five active tables. Remember, your first priority when choosing a table for a guest is that it is the best available table at the time - if that means you are multiple table-seating one Server, it is your responsibility to inform a manager so that he/she can help or arrange for another Server to help the Server in creating a memorable experience and perfect ACE service.


SEATING CHILDREN

KID’S MENU – We offer great value with unlimited beverages, a choice of great entrées and an

ice cream dessert. We are also very flexible; kids can substitute any beverage or any side dish on their meal for no extra charge. Hostesses will give menus directly to all kids who can read and to parents of kids who cannot read. If in doubt, give to child first.

TALK TO THE KIDS! – So simple, so easy and takes no extra time. Address all questions

regarding young kids to the parents, speak directly to older kids.

HIGH CHAIRS & BOOSTER SEATS

o Each location to have an adequate stock of clean and well maintained high chairs and booster seats.

o Highchairs & booster seats are to be cleaned and sanitized after each use.

o Never turn highchairs upside down to put a car seat on – this is very dangerous!.

o Let the parents lift the child onto the high chair or booster seat and let them fasten the safety belt and tray in place.

SPEED – Hostesses to let families with young children know that their server can serve kid’s

meals first and servers to follow up to ensure that when requested, kid’s meals are served with top speed.

COMPLIMENTARY COLD APPETIZER – We automatically and without asking bring a fruit

and vegetable plate appetizer to each child between 2 and 12. If in doubt, bring it out.

SEATING GUESTS IN WHEELCHAIRS/ SCOOTERS

Always try to address your questions directly to the person in the wheelchair/ scooter. Not all guests in wheelchairs/ scooters wish to remain in them while dining. Determine whether or

not the person would like to remain in their wheelchair by asking: “Would you prefer to be seated in a booth or at a free standing table?” If you are still not sure if they will be getting out of the wheelchair/ scooter simply ask, “Would you prefer to remain seated in your wheelchair this evening?” Never take it upon yourself to aid in lifting anyone in or out of a wheelchair/ scooter – you could injure the guest or yourself.

Lead the party to the table or booth at a comfortable pace. If seating at a table and the guest is

getting out of a wheelchair/ scooter, pull away the first chair and set it aside, out of the way of traffic.


GUEST SPECIAL OCCASIONS

BIRTHDAY AND ANNIVERSARY OFFERINGS Chop features specific offerings for guests celebrating their birthday or anniversary: This is part of an overall effort to improve our already great hospitality and make our guests feel special. Birthday

Gift of choice of any full sized dessert (not trio)

Comeback card for a free Yorkie Sliders with purchase of any entrée

Comeback cards are presented in a signed greeting cards Anniversary

Gift of 2 glasses of prosecco (2.5 Oz pour), Poured directly into a flute

Comeback card with a free Lobster Gorgonzola Dip

Comeback cards are presented in a signed greeting card

OUTSIDE FOOD (I.E. BIRTHDAY CAKES)

At times, guests will request to bring in outside food – most often birthday cakes – to celebrate an occasion. We are happy to accommodate these requests for special occasions; however we do not advertise the offering. Follow this procedure for storing outside food:

1. The most senior manager on duty speaks with the guest to inform that the food must be in a clean container and fully covered. Further, s/he must inform the guest that we cannot allow any cakes with peanuts in our locations due to potential cross contamination issues.

2. The most senior manager on duty receives the product and inspects to ensure the packaging is clean and it is fully covered.

3. The product is taken to the beer cooler and placed in an insert or tray that is dedicated to the guest’s product. Locations with a high frequency of this request may purchase a Rubbermaid tub that can be placed on a milk crate or separate shelf for storage.

4. The manager documents this action on the daily HACCP log for tracking. 5. Outside food/product is not to be brought on line to be cut or plated. A knife is to be provided

to the guest’s table if cutting is required. If a guest asks for the cake to be cut, the manager will decide who should cut the cake, however it cannot be brought on line.

If outside food is not inspected or stored as stated in this procedure, food stored beside product may be at risk of cross contamination

If this procedure is not followed, the most senior manager must discard any high risk foods that came into contact with product.


SETTING TABLES

Tables must be set immediately after being cleared and cleaned. Set every table to its full capacity every time (extra settings are removed when guests are seated). Place settings to the right of guests that will be ordering food

Samples of four top settings:

DINING ROOM

LOUNGE


POLISHING CUTLERY

If cutlery requires a touch up to ensure a spot-free finish, use a clean microfiber polishing cloth on them shortly after they come out of the dishwasher. The cutlery should still be wet while polishing.

GOODBYES AND QUALITY CHECKS AT THE DOOR

When guests are leaving, Hostesses are responsible for getting the guests coats back to them. In addition, it is the perfect time to quality check the entire experience. Always use open-ended questions to encourage accurate feedback, using names when possible, “How was everything this evening Mr. Brown?” When appropriate, use golf umbrellas to escort guests to their cars and/ or have Service Professional Assistants start cars when it is cold and/ or scrape windows when it has snowed. This must only be done if the car is in clear view, or the car can be re locked from the outside – DO NOT leave cars running and unlocked that can not be seen by the guest from the front door.

DEALING WITH GUEST COMPLAINTS AT THE DOOR

Although rare, there may be an occasion when a guest expresses that we did not meet their expectations on this visit. If this occurs it is imperative that the situation be handled professionally and be given the utmost importance by following the steps below: Apologize to the guest for them not being satisfied with their experience. Do everything possible to keep the guest from leaving; ensuring them you are positive your manager

would like to know about their dissatisfaction and in fact the manager would be upset if the guest left feeling this way.

When possible, stay with the guest and send someone else to find the manager on duty. Ensure the person going to get the manager understands the importance of the situation.

If the guest refuses to wait, ask for a business card or a name and phone number so we can contact them. As a final resort, give them the general manager’s card, ask for their name and assure them the manager will be waiting for their call (you must then go immediately and inform your manager of this action, filling them in with as many details as you are aware).

When seating guests, remember that you are responsible for letting the Manager know if you have double sat a server or anytime you think a server may need some help in order to hit ACE Standards of Service. If you seat a table in a section that hasn’t been seated yet, you should check with the Server to ensure that they know. If you notice the Server hasn't approached the table within two minutes, tell the Manager immediately.


COST AWARENESS AND CONTROL

Not only do all employees and Managers impact sales, they also impact costs. It is in the best interest of everyone to keep costs at a minimum. Follow these guidelines: 1. Correctly take To-Go orders by repeating them back to the guest on the phone and taking their name

and phone number to identify their order and in case you need to call them back to clarify any issues. This eliminates the cost of correcting the order after preparation and saves product.

2. When breaking a large bill for a guest, always count change back to guest to eliminate the possibility

of giving out the wrong change. 3. Processing credit cards accurately will ensure all information is correctly imprinted and that you

are not accepting an expired card. Make sure that debit cards are processed correctly and that the transaction is approved before you return the card to the guest and/ or the guest leaves.

4. Watch that all food you take out to tables is portioned correctly. i.e.: ramekins ¾ full, soft drinks

packed with ice, 2 creamers per guest, cream pitchers filled ¼ full, two napkins per guest. 5. Ensure you correctly organize dishes in the dish area to avoid costly breakage. 6. Scrape off plates correctly and carefully so you don't throw away any cutlery or ramekins. 7. Follow all safety and sanitation procedures. 8. Remove all excess cutlery and napkins from the table so they may be reused 9. When guests ask for extra napkins, bring out two extra per guest - not a stack. 10. Ensure all items are always rung in before they are served. 11. Don’t use coffee filters for cleaning. 12. For personal drinks, only take as much coffee or pop that you are going to drink right away.


FOOD HANDLING AND SANITATION BASICS

Service and preparation of safe food relies on a clean environment that is properly sanitized. It is your

responsibility to maintain a clean and sanitary environment when preparing and serving food. It is our job to

ensure that you understand your role in keeping our guests safe.

You are responsible to be professional and diligent in your role.

In order to strive to the highest standards of sanitation, it is vital to follow these guidelines: Hand Washing

Wash your hands frequently using warm water and soap for a minimum of

20 seconds

Dry your hands with clean paper towels

Always wash your hands after eating, smoking, or handling raw meat;

handling garbage, touching hair, touching your face, blowing your nose,

handling money, entering the washroom

… just to name a few!

Personal Hygiene

Wear a clean uniform and keep it that way; do not wipe your hands on your apron or clothes

All culinary team members keep 2 clean cloths that are exchanged for clean ones as they become

soiled:

1 dry cloth for wiping hands

1 wet cloth (in a sanitizer bucket) for sanitizing the station

Cover all sores or cuts completely

Cover all bandages on hands with a plastic glove or a finger cot

Call your manager and stay home if you have a communicable sickness

Handle cutlery, glassware and plate ware properly: do not touch

anywhere that has or will come into contact with a guest’s mouth

Avoid touching your hair while on shift; if you do touch your hair, wash your hands directly afterwards

Cross Contamination

When cleaning with a spray bottle, always spray into the cloth and not onto the surface being cleaned;

this will avoid exposure of the cleaning agent to other items including food

Keeping your work area, your equipment and yourself clean and sanitary is the best way to reduce

cross contamination; always clean and sanitize your equipment and area between tasks

Pick up garbage immediately and wash your hands

Take out the garbage often and always wash your hands immediately afterwards


FOOD HANDLING AND SANITATION BASICS – continued… Food Storage

Keep all potentially hazardous food above 140°F (60°C) or below 40°F (4°C) unless they are

actively being prepared; this range (40°F – 140°F, 4°C – 60°C) is called the Danger Zone

and is the most dangerous for bacterial growth; tell your manager immediately if you find

food in the danger zone and take corrective actions

Inserts are to never be overfilled when stocked; this helps to ensure proper rotation and

maintain appropriate temperatures; ask a manager if you are not sure of how much to stock

Practice first-in, first-out (FIFO) stock rotation; this means using the oldest product first to ensure

freshness, quality and food safety

All food stored in the cooler and freezer must be wrapped, covered or sealed unless food is in the

cooling process

Foods must be stored in the cooler in the following order, top to bottom:

Fully cooked foods being cooled

Ready to eat foods

Unwashed produce

Raw Seafood

Raw Beef/ pork (whole cuts)

Raw eggs

Raw Beef/ pork (ground)

Raw Poultry

It is your responsibility to maintain a clean and sanitary environment!

You are expected to report any deviations from these practises to your GM or Chef

immediately.


HAND WASHING

As workers who touch the food and utensils that our guests actually put in their mouths, we have a personal responsibility to take every precaution not to spread bacteria. The best way to limit the spread of bacteria is by thorough and constant hand washing.

Please follow these four simple steps for proper hand washing:

1. Wet your hands with warm running water.

2. Add soap, then rub your hands together, making a soapy lather. Do this away from the running

water for at least 20 seconds, being careful not to wash the lather away. Wash the front and

back of your hands, as well as between your fingers and under your nails.

3. Rinse your hands well under warm running water. Let the water run back into the sink, not

down to your elbows.

4. Dry hands thoroughly with a clean towel. Then turn off the water with a clean paper towel and

dispose in a proper receptacle. Use paper towel to open the door.


ALLERGY AWARENESS

Our purpose is to make everyone feel special. Treating guests with allergies in a thorough manner is a direct commitment to this purpose. Simply enjoying a meal at a restaurant can be fatal for guests with severe allergies. We have a responsibility to make every reasonable effort to protect our guests. Notes:

People can be extremely allergic to common foods such as corn, dairy products or nuts. Eating even very small (trace) amounts of these foods can make these people ill and may even kill them.

Please deal with all inquiries in a concerned and professional manner.

Severe allergies are always handled by the most senior manager on the floor.

The Common Mild Allergen Guide is not a conclusive document and is therefore used to assist guests with mild allergies only. Items listed as safe in the Common Allergen guide may contain up to 1% of the noted allergen.

Procedure: 1. When a guest asks about a particular ingredient in a menu item, it must be clearly determined whether the guest is

allergic or if it is a simple like/dislike situation. a. You must ask specifically, “Do you have an allergy to that ingredient or is it a preference?” b. If the guest identifies they do have an allergy you must then say, “We have 2 ways to deal with allergies.

If you have severe allergy I must ask a manager to come to the table. If you have a mild allergy, I can help you handle that directly.”

2. If the guest is severely allergic, the manager must determine beyond a shadow of doubt that:

a. The ingredient is not in the menu item. b. There is no way the ingredient could have come into contact with the menu item (cross contamination). c. Nothing else the guest ordered contains the ingredient either.

These 3 points must be confirmed with both a full time salaried Manager and Culinary Manager in the restaurant at that time.

3. If the allergy is mild, follow mild allergy procedures:

a. Mild allergy and the guest already knows what they would like to order: No managerial action required.

i. Server indicates they will check and if they cannot order it, they will return to discuss other options.

ii. Server checks the Common Mild Allergen Guide, and if no modification to the item is needed, s/he orders the item with no modification.

iii. If the item needs to be modified, it is rung in using the “Allergy – MILD” modifier, and all appropriate allergy modifications are listed.

iv. If the item cannot be ordered, the server takes the Common Mild Allergen Guide to the guest and helps him/her find alternative item.

b. Mild allergy and the guest is wondering what they can order: No managerial action required.

i. Server brings the Common Mild Allergen Guide to the table and helps the guest make a choice. ii. Server explains to the guest that starred items (*) may contain very small amounts of the

amounts of the identified allergen; they are safe for mild allergies and intolerances only. iii. Server checks the Common Mild Allergen Guide, and if no modification to the item is needed,

s/he orders the item with no modification. iv. If the item needs to be modified, it is rung in using the “Allergy – MILD” modifier, and all

appropriate allergy modifications are listed. Our procedure for severe allergies applies equally to all inquiries based on religious beliefs.

GUEST ASKS FOR AN ITEM WITHOUT A SPECIFIC INGREDIENT

Page 48 of 50

SAFETY AWARENESS

Safety Awareness is about reducing risk, using good common sense and trusting your instincts. The reality in today’s world is that a company can do as much as possible to ensure the workplace is safe but in the end it is up to everyone in that environment to have safety awareness. Our goal is to work together to create a safety culture. A safety culture means when people are preforming tasks they are thinking about safety first. No matter where you work there are always potential hazards you must be aware of. Training has implemented standards and procedures with a safety first mentality. Even though safety is always considered it is up to you to ensure each situation is carried out in a safe manner. If it isn’t safe then don’t do it. Find a way to make it safe and ensure you communicate all potential hazards to your teammates. The following list is examples of potential hazards at the workplace and ways to prevent the hazard from turning into an incident or accident. Remember this list does not cover all situations and therefore you must use your common sense and best judgement to contribute to a safety culture. Guest Safety

Always caution guests when leading them across any tiled area which may be slippery.

Never lead guests through work areas.

Always caution guests when plates are hot.

Never reach over a guest with hot items.

Keep all walkways clear of debris.

When leading guests ensure they are aware of inclines, stairs, tripping hazards and potential slippery areas.

Promote walking through the store, no running. Employee Safety

Wipe up all spills and grease spots immediately, and then put up the “Wet Floor” sign.

Never handle broken glassware with your bare hands.

Never run anywhere in the restaurant.

Say “Behind You” to let other employees know where you are.

Carry only safe loads of equipment or food. Make a second trip or ask for help if necessary.

Always use hot cloths when carrying hot plates.

Use only ice scoops in ice bins - never a glass.

Use extra care when handling glass near food or the bar. Never bring any glass on line.

All culinary personnel are trained in proper knife handling techniques. Ensure knives are not handled unless you have been formally trained.

Use a suitable safety ladder when reaching for something on a high shelf. Do not climb on shelves, racks, equipment, or counters.

Never reach across anyone with hot food or liquid.

Keep all walkways clear of debris.

Learn the proper procedures for using and cleaning all equipment.

Know the locations of fire extinguishers and emergency exits as well as the emergency evacuation plan.

Always immediately communicate any unsafe situation.

Page 49 of 50

SERVICE PROFESSIONAL ASSISTANT TRAINING POINTS (Verbal Quiz)

1. What is the primary role of a Service Professional Assistant? 2. What is the appearance standard for a Service Professional Assistant? 3. How can you exceed guest expectations? 4. How is a quality check performed? 5. How to do a washroom check? 6. What are the proper steps for clearing/cleaning a table? 7. How do you set a table in the dining room? 8. How do you set a table in the lounge? 9. How to unload dishes in the dish area. 10. What is the, “Three Table Rule?” 11. How to control costs? 12. How do you answer the phone?

Page 50 of 50

HOSTESS MAIN TRAINING POINTS (Verbal Quiz)

1. What is the primary role of a Seater? 2. What is the primary role of a Greeter? 3. What is the number one consideration for where you will seat a guest? 4. What is the appearance standard for a Hostess? 5. What are the ACE standards for a Hostess?

6. When should you use the Seating List? 7. What are appropriate greetings? Why is this important?

8. How do you quote a wait? 9. What are examples of how you can entertain guests in the line up? 10. How to plan where the next table is to be sat? 11. How to walk to the table? 12. What to do at the table? 13. How can you exceed guest expectations? 14. How is a quality check performed? 15. How to do a washroom check? 16. What are the proper steps for clearing/cleaning a table? 17. How do you set a table in the dining room? 18. How do you set a table in the lounge? 19. How to unload dishes in the dish area. 20. What is the, “Three Table Rule?” 21. How to control costs? 22. How do you answer the phone? 23. Demonstrate how to operate opentable.com.

Documents

HOST / SERVICE PROFESSIONAL ASSISTANT TRAINING OUTLINE … · Service Professional Assistant Opening Routine 7 Using a Tray 8 In the Dish Area 9 Washroom Checks 10 Detailed Tour of