DINING ROOM SERVER Index

TASK PAGE (Set-Up).................................................................4

TASK 01: Complete Opening Sidework TASK 02: Check Station TASK 03: Set Tables

(Set-Up) .......................................................................................5-6

(Set-Up) .............................................................................................7-8 (Set-Up) ......................................................................................9 (Set-Up)...................................................................................10

TASK 04: Prepare Napkins TASK 05: Stock Glassware TASK 06: Stock China

(Set-Up)...........................................................................................11 (Set-Up)...................................................................................12 (Set-Up) ..............................................................13

TASK 07: Stock Silverware

TASK 08: Pre-Meal Meeting/Table Panel TASK 09: Menu Knowledge

.................................................................................................14

TASK 10: Service Sequence................................................................................................15-19 TASK 11: Greet Guest At Table................................................................................................21 TASK 12: Serve Bottled Water ..................................................................................................... TASK 13: Take Cocktail Order..................................................................................................22 TASK 14: Post Cocktail Order..................................................................................................23 TASK 15: Pick Up Cocktail Order ............................................................................................24 TASK 16: Serve Cocktails.........................................................................................................25 TASK 17: Set Up Wine Buckets/Coasters ...............................................................................26 TASK 18: Open Wine Bottle .....................................................................................................27 TASK 19: Serve Bottled Wine...................................................................................................28 TASK 20: Open Champagne Bottles........................................................................................29 TASK 21: Serve Champagne Bottles .......................................................................................30

DINING ROOM SERVER Index

TASK PAGE TASK 22: Take Food Order.......................................................................................................31 TASK 23: Post Food Orders .....................................................................................................32 TASK 24: Silver Service............................................................................................................33 TASK 25: Refill Beverages .......................................................................................................34 TASK 26: All Tableside Presentations.........................................................................................35 TASK 27: Serve A Guest Who Has Left Their Seat .................................................................35 TASK 28: Recheck Guest .........................................................................................................36 TASK 29: Crumb Table .............................................................................................................37 TASK 30: Present Dessert Menus/Take Order ........................................................................38 TASK 31: Serve Dessert ...........................................................................................................39 TASK 32: Prepare Espresso.....................................................................................................40 TASK 33: Prepare Cappuccino ................................................................................................41 TASK 34: After-Dinner Cordials/Cart .......................................................................................42 TASK 35: Coffee Service ..........................................................................................................43 TASK 36: French Press Coffee Service.......................................................................................44 TASK 37: Hot Tea Service ........................................................................................................44 TASK 38: Iced Tea Service .......................................................................................................45 TASK 39: Returned Food/Comps.............................................................................................46 TASK 40: Present Check ..........................................................................................................47 TASK 41: Process Payment......................................................................................................48 TASK 42: Process Travelers Checks .......................................................................................49

DINING ROOM SERVER Index

TASK PAGE TASK 43: Process Cash............................................................................................................50 TASK 44: Process Credit Cards ...............................................................................................51 TASK 45: Process Room Charge .............................................................................................53 TASK 46: Depart Guest.............................................................................................................54 TASK 47: Reset Table ...............................................................................................................55 TASK 48: Complete Closing Sidework ....................................................................................56 TASK 49: Tip Out.......................................................................................................................57 TASK 50: Check Out With Supervisor .....................................................................................58

DINING ROOM SERVER

TASK 01: Complete Opening Side-work (Set-Up)

PROCEDURE
Check linen and remove damaged pieces. Prepare linen napkins to be put through the napkin ring holders. Check that table and chairs are aligned to floor plan. Polish additional red wine glasses, white wine glasses and champagne glasses. Check/Restock silverware pars. Check/Restock buckets/stands and side towels. Ready wine bottle coasters. Ready the check presentation books. Check with manager for additional side-work.

STANDARD
All tables set 5 minutes prior to pre-shift meeting. Side-work completed by: 1) 10:55a.m. for lunch 2) 5:25 p.m. for dinner

DINING ROOM SERVER

TASK 02: Check Station (Set-Up)

PROCEDURE
Check tables in assigned station for the following: Furniture: 1) Table alignment. 2) Center chairs. 3) Inspect: a) Chairs. b) Table legs. c) Under tabletop. d) Floor. e) Artwork. Inspect linen: 1) Napkins. 2) Tablecloths. Inspect tabletop: 1) Centerpiece, candles. 2) Place settings. 3) Salt and pepper shakers. 4) Glassware. 5) China. 6) Silverware. Rectify any deficiencies. NOTE: See attached tabletop diagram.

STANDARD
Stations checked at start of shift to ensure that they are properly set. Furniture: 1) Aligned to room floor plan. 2) Tables and chairs are sturdy. 3) Chairs centered around table. 4) Chairs free of dust, crumbs, food and trash. 5) Table legs free of dust and food. 6) No gum under tabletop. 7) Floor is clean with no debris. 8) Artwork is free of food spills, streaks and smudges. Linen: 1) Clean and pressed. 2) No rips, tears, holes or stains. 3) Hems face down. 4) Tablecloth hangs evenly/not touching the floor. 5) Napkins folded to designated design. Tabletop: 1) Centerpiece fresh, clean and free of debris. 2) Candles are fresh/new, correct scent and sturdy in holders. 3) Water in vase is clean and full; flowers fresh and not wilted. 4) Place settings are thumbs width from table edge. 5) Place settings centered to the seat directly across from the table. Salt and pepper shakers full: 1) Wiped clean. 2) Pour freely. 3) Salt not lumpy. Sugar bowls: 1) Clean inside and out. 2) No chips, cracks, food or debris. 3) Contain correct ratio of packets.

DINING ROOM SERVER

TASK 02: Check Station (Set-Up)

PROCEDURE

STANDARD
Glassware clean and dry: 1) Free of dust, dirt, streaks, water spots, chips and cracks. 2) Correct type set for specific meal period. Silverware polished clean: 1) Free of food particles, tarnish and bends. 2) Correct amount set for meal period. 3) Facing the proper direction. China clean: 1) Free of food particles, chips and cracks. 2) No stains in coffee cups. 3) Correct type set for specific meal period. 4) China patterns match.

DINING ROOM SERVER

TASK 03: Set Tables (Set-Up)

PROCEDURE
Check tabletop cleanliness; wipe as needed. Check condition and cleanliness of : 1) Salt/pepper shakers. 2) Centerpiece 3) Set salt/pepper shakers behind floral/candle centerpieces. 4) Set centerpiece in center of table. 5) Sunflower facing front of table. Check condition and cleanliness of linen: 1) Lay tablecloth per centerfold method. 2) Set napkin rings a) - on center of linen in front of seat b) any cushions aligned with napkin Inspect each item for condition and cleanliness before placing on tables. Place the following items on a clean, lined tray and carry to the table; set one of each at each place setting: 1) Dinner knife 2) Dinner fork 3) Butter knife 4) Water glass 5) White wine glass 6) B&B plate 7) Folded Napkin Look over table to make sure each setting lines up with opposite setting, and that all items are uniformly placed on each table. Realign chairs. Note: Refer to attached table set up diagram for placement.

STANDARD
Tabletop free of crumbs and debris. Salt/pepper shakers are: 1) Clean and polished. 2) Full, and pour freely; salt not lumpy. 3) Set together behind floral/candle centerpieces. Flower vase is clean, free of debris: 1) Water in vase is fresh and full. 2) Flower is fresh; not wilted. 3) Sunflower facing front of table. Candles are fresh/new, correct scent and sturdy in holders. In the center Flower on the left. Candle on the right. Salt and Pepper behind the flower with Salt on the guests right/Servers left. Linen: 1) Clean and pressed. 2) No rips, tears, holes or stains. 3) Hems face down. 4) Tablecloths hang evenly. 5) Chairs should barely touch linen. 6) On Booths tuck the corners of the inside booth so that it does not touch the floor. 7) The white under-liner should not be touching the floor. 8) Placemats put under napkin only on Lounge/Terrace Tables. 9) Napkin seam faces down. 10)Napkins placed in center of place setting. Flatware handled by its base handle, glassware by its stem or base, and china by its edge. China, flatware and glassware are polished clean: 1) Free of food particles, stains, chips/cracks, not tarnished or bent. China:
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DINING ROOM SERVER

TASK 03: Set Tables (Set-Up)

PROCEDURE

STANDARD
1) Set thumbs width from table edge. 2) B&B plate set at top left corner of placemat, placed thumbs width from outside fork. Silverware: 1) Set thumbs width from table edge. 2) Knifes placed on right side of place setting: a) dinner knife on inside b) Serrated edge of knives face left. 3) Forks placed on left of place setting: a) dinner fork on inside 4) Butter knife set at 2 oclock position, across left edge of B&B plate; rounded edge facing guest. Glassware: 1) White wine glass above dinner knife. 2) Water glass above white wine glass. Napkin ring and linen placed in center in front of seat. All pillows should be fluffed and placed in front of all table settings. All place settings are consistent and symmetrical; set to diagram. Place settings line up to opposite setting.

DINING ROOM SERVER

TASK 04: Prepare Napkins (Set-Up)

PROCEDURE
Inspect cleanliness and condition of napkins. Inspect cleanliness and condition of napkin rings. Prepare napkins to the restaurant standard. 100 napkins per server per shift, ready to be slid through the napkin rings. Place back-up of napkins at side stations.

STANDARD
All napkins clean and pressed, with no holes, rips, or stains. All napkin rings should be damage free, and polished All tables have the same napkin fold, and look uniform throughout the restaurant after they are slid through the napkin ring. Par supply folded for the following shift.

Returns all damaged linen to supervisor to ensure it is not re-circulated and tie in a knot to indicate its damaged.

Napkins stored in a clean, dry area, neatly and orderly away from any food. Never use different colors in the dining room. Damaged napkins set into separate linen hamper and given to the supervisor.

DINING ROOM SERVER

TASK 05: Stock Glassware (Set-Up)

PROCEDURE
Inspect back stations for glassware needed for service. Stock each type of glass used to a specific par: Water/iced tea/milk/sodas 1) Wine 2) 3) Champagne flutes Stock the service stations to par level with backup glassware. Handle all glassware by the stem or base. Inspect that each piece is clean and undamaged. Discard any chipped or damaged glassware and notify manager. Polish all glasses with a clean side towel. Place glassware inverted on trays. Do not stack trays.

STANDARD
All glasses stocked to par by type. All glasses are clean, polished and dry, free of: 1) Water 2) Spots 3) Streaks 4) Smudges 5) Chips 6) Cracks Glasses never handled by top rim; only by stem or base. Glasses never placed on floor. All glasses placed inverted on trays. Glass racks/trays are not visible to guests. All damaged glassware discarded to appropriate area.

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DINING ROOM SERVER

TASK 06: Stock China (Set-Up)

PROCEDURE
Inspect cleanliness and condition of china. Take back to the dishwasher for rewashing if necessary. Make sure they are dry. Deliver china when chips or cracks are found to manager. Stock all stations with appropriate back-up china to support peak demand period, according to established par. China needs include: 1) B&B plates 2) Salad plates 3) Appetizer plates 4) Soup bowls 5) Soup under-liners 6) Dinner plates 7) Dessert plates 8) Coffee cups and saucers 9) Tea cups and saucers Stack all china by size and type.

STANDARD
All china is clean; no stains, water spots, debris or food particles; no chips or cracks. All china is inspected for cleanliness and damages. All damaged china is discarded to appropriate area and reported. All china stocked to par by size and type. China stacked and organized neatly and carefully. All china is wiped before placing inside stand.

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DINING ROOM SERVER

TASK 07: Stock Silverware (Set-Up)

PROCEDURE
Inspect all silverware for cleanliness and damage. Give all damaged silverware to manager. Polish all silverware with a clean side towel. Hold in side towel, never by hand. Stock all stations with back up silverware to support peak demand period. Stock all silverware by type to specific pars of the restaurant, including: Dinner forks 1) Salad forks 2) 3) Dessert forks Dinner knives 4) Butter knives 5) Steak knives 6) 7) Tablespoons Teaspoons 8) Iced tea spoons 9) Demitasse spoons 10) 11) Soup spoons Sauce spoons 12) Dessert spoons 13)

STANDARD
Silverware is clean, dry and shiny with no water spots, streaks, tarnish, bends or food particles. All silverware stocked to peak demands. All silverware is stocked by type and to specific pars. All silverware stocks have matching patterns. All damaged silverware given to manager. Every piece of silverware wiped clean with a damp side towel (not napkins). Silverware not polished in the presence of guests. Silverware is handled only by base handle when polishing and when storing.

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DINING ROOM SERVER

TASK 08: Pre-Meal Meeting/Table Panel (Set-Up)

PROCEDURE
Meet at the designated area for the pre-meal meeting conducted by the manager/chef prior to each meal period to review: 1) Review Pelican Brief 2) House count, V.I.P.s group activity and special arrangements. 3) Pertinent hotel information. 4) Station assignments. 5) Uniform and hygiene inspection. 6) Food specials with tasting and proper garnish (for lunch and dinner). 7) 86'd items. 8) Standards of the week training. 9) Feed-back, questions and answers. 10)Guest service points. 11)Safety issues. Be on time and make sure to have a pen with paper to write necessary information.

STANDARD
Attend the pre-meal meeting at 10:30 a.m. and 4:30 p.m. promptly. Staff is knowledgeable of the activities within the hotel. Staff knows specials and 86'd items: 1) Portion size and quantity 2) Cooking time 3) Preparation methods 4) Ingredients 5) Sauces 6) Accompaniments 7) Price 8) Computer code 86'd list reviewed throughout shift for updates. Staff are properly groomed to hotel policy with uniforms clean and pressed. Staff knows procedures for standard of the week/day. All staff has a pen with paper to take notes at pre-shift meeting.

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DINING ROOM SERVER

TASK 09: Menu Knowledge (Set-Up)

PROCEDURE
Be thoroughly familiar with all menu items: 1) Preparation method (grilled, poached, etc.) 2) Preparation time 3) Ingredients 4) Sauces 5) Presentation, garnishes 6) Portion size 7) Side dishes 8) Compatible wines 9) Price 10)Computer code If unsure of any menu item, check with kitchen or supervisor to accurately inform guest. Be familiar with menu selections of other outlets. Review all daily specials applicable: 1) Vegetable 2) Seafood 3) Luncheon 4) Dinner 5) Soup 6) Dessert Practice reciting the special until you is comfortable. Know all 86'd items (including wines or desserts) at the beginning of shift. Be able to suggest alternatives. For items 86'd after the order is taken, return to the guest immediately with an alternative suggestion and an apology.

STANDARD
All staff are completely familiar with menu items in order to assist the guest and answer questions accurately. Daily specials reviewed 30 minutes before each meal period. Staff is able to suggestively sell in an appealing manner. All 86'd items known at the beginning of each shift prior to taking orders. Guests provided alternative and apology if item is 86'd after order is taken.

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TASK 10: Service Sequence

PROCEDURE
Host person will ensure that table is set with correct number of settings. Host person will greet guests within 30 seconds of entrance. Using the proper time of day greeting, Host will acquire the party information confirming and /or amending any Open Table Notes. Host will make the Hotel Guest Inquiry If they are guests at the Resort, they are asked if they would like to bill their meal to their room. Any room number or member number information is noted in Open Table Notes and discreetly communicated with the Server. Host person will seat guests. Host, Manager, and Server will pull out seats for guest. Host will present menus from the left while making conversation after all guests are seated. Host/Server will remove extra place settings. Host will provide Server with chit containing accurate and pertinent information (i.e. anniversary, birthday info, room number, member number; etc.) Server will approach table greet guests with a smile and a warm welcome within 1 minute. Server will remove napkin ring placing the linen across the guests lap; eldest ladies first.

STANDARD
All guests greeted within 1 minute of being seated. All guests greeted with a smile and appropriate salutation. Eye contact and positive body language maintained. Water poured to all guests, unless otherwise requested. Water glasses kept full throughout the meal. Anticipate guests preference for when to place order. All orders are rung into P.O.S. without mistakes. New beverages are suggested or refilled when down to half-full. Table tops are kept free of debris.

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TASK 10: Service Sequence

PROCEDURE
Server will collect all napkin rings from the table (All napkin rings are to be returned to the appropriate drawer in the service station. Server will offer bottled water choices. (No regular water is to be offered) Server will offer specific cocktails and wines by the glass and take beverage orders, offerings specific name brand alcoholic drinks first, then non-alcoholic. Server will repeat order to confirm before leaving table. After the beverage order is taken the server will fire the bread selection. Server will input order into computer, verifying name and room #, and ability to charge meal to room. Bus-person will greet table with bread/butter service (explaining the specialty breads) within 3 minutes. Bus-person will pour water and maintain full water glasses. Only after the server has had an opportunity to up sell. Bus-person welcomes the guest and departs saying Enjoy your meal. Server will serve beverages. Returning within 3-5 minutes. Server will then fire the amuse bouche, one for each guest at the table. (DINNER) The amuse bouche will be served; the eldest lady first, from the right of the guest, using the right hand.

STANDARD

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TASK 10: Service Sequence

PROCEDURE
(DINNER) Once complete, all china from the amuse bouche will be cleared. Server will offer specials with specific recommendations made using reference to Chef, his Northern Italian style of cooking, his choices in highlighting seasonal fresh market ingredients. All questions are answered descriptively and specifically using the following steps: 1. Cooking Preparation 2. Entre Item 3. Veggies and Starch 4. Type of Sauce Server will take written order within 15 minutes of seating, noting position, beginning with the eldest lady. Server will repeat order to confirm selection, prep styles, and side before leaving the table. Server will announce any desserts that require extra prep time and suggest placing an early order. Server will then enter the food order into the POS. Utensils are added based upon items ordered for the appetizer course, by the bus-person. All Utensils are removed from the right of the guests and placed on a tray away from the guests. Server and Runner will deliver appetizers. Appetizers arrive within 10 minutes of order. Server checks back in 2 minutes to insure satisfaction.

STANDARD

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TASK 10: Service Sequence

PROCEDURE
Allow 10-15 minutes for guests to complete appetizer course while entre is fired. Managers will quality check with guest. Bus-person or Server will clear the course and crumb table. (DINNER) mark for the intermezzo. Server will offer additional beverage service. (DINNER) Intermezzo is served; serving the eldest lady first, from the left of the guest, using the left hand. (DINNER) Once the intermezzo is complete, all china and utensils are removed. Server delivers entrees within 5 minutes of intermezzo course clearing or 15/20 minutes of initial ordering Plates are tray-carried; served eldest lady first. Napkins are used to present plates; confirm that all guest needs are met. Server or Manager will check back within 2 minutes to insure guest satisfaction, refill beverages; Manager to engage guest. Bus-person and Server remove all utensils, and S&P Shakers using a silver tray (leave just water and wine glasses) when the entire party is finished and Crumb Table. All china removed by hand, and placed on a tray, always away from the guests. (Plates are never to be stacked) Server presents dessert, cordial and coffee selection, making specific dessert selections and coffee accompaniments.

STANDARD

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TASK 10: Service Sequence

PROCEDURE
Bus-person or Server places correct dessert utensils, unobtrusively. Dinner napkins are removed and replaced with specific dessert napkins, using tongs. Server, Bus-person, or Runner delivers coffee within 3 minutes of order on a silver tray and is poured fresh tableside. Server delivers dessert within 10 minutes of ordering on a large oval tray with a napkin liner. Server refills beverage/coffee if necessary and inquires if there are any additional needs. Bus-person or Server removes dessert utensils and crumbs table. Manager checks back to insure guests received an inspiring unprecedented experience. Check presentation is a feature in itselfchecks will be dropped upon guest request only. Use guest name, as many times as possible. Server secures payment, picks up check and returns with change or voucher, again using the guests name. After dropping the check, if the guest has a vehicle with Valet, the Server will offer to have the car brought up. Guests depart and all staff will make themselves available to assist guests with seats as necessary. Host will retrieve any guest outerwear that

STANDARD

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DINING ROOM SERVER

TASK 10: Service Sequence

PROCEDURE
has been checked in the coat room. Host and Manager will thank guests (by name when possible) and invite them back, whilst smiling and stepping away from the podium, making every attempt to make our guests feel appreciated and want to return.

STANDARD

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TASK 11: Greet Guest at Table

PROCEDURE
Server will approach table greet guests with a smile and a warm welcome within 1 minute. Server will remove napkin ring laying the linen across the lap of the first lady. Server will collect napkin rings from all guests at the table. With a smile, say: Good Evening and Welcome to Andrea. May I offer you a one of our signature cocktails such as_______ a glass of Prosecco, or perhaps a selection of our wine list? Introduce our featured wine selection. Take beverage/wine order. Record order on pad. Up sell all beverage brands.

STANDARD
Eldest ladies first, host last. All guests greeted with a smile and warm salutation within 2 minutes of being seated. Use position points. Eye contact and positive body posture maintained.

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TASK 12: Serve Bottled Water

PROCEDURE
Have busperson set up wine bucket. Offer sliced lemon, served on small tray or B&B plate in the Andrea standard. Pour immediately after guests are seated. Show label while pouring.

STANDARD
All bottled water taken chilled, from refrigerator (re-stock through service). No spills or drips. Bottle does not slip out of hand when label becomes wet. Label facing table.

Using clean linen, prevent spills and drips. Pour ladies first, host last. Pour 3/4 full, not to top. Place bottle in wine bucket. Tilt bottle away from table. Lay folded linen on top or across bottle.

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TASK 13: Take Cocktail Order

PROCEDURE
Know well, premium, deluxe brands and signature drinks. Also know correct glassware and garnishes. Offer to take a beverage order and suggestively sell wines. Up sell all beverage brands. Take ladies' orders first; host's order last. Record order on guest check with position numbers.

STANDARD
Eye contact, smile and positive body language maintained. All Servers knowledgeable of: 1) All available brands 2) Signature drinks 3) Wines (bottle and by the glass selections) 4) Correct glassware 5) Garnishes Servers up sell beverage brands and suggestively sell cocktails. Ladies' orders taken first, host last.

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DINING ROOM SERVER

TASK 14: Post Cocktail Order

PROCEDURE
Look over order and ensure it is correct. Input orders into computer completely by position numbers. Verify that all inputting was done correctly by checking ticket and screen. Notify bartender of any special requests if unable to ring modifier through computer.

STANDARD
All orders include server name, table number and number of covers. All orders inputted right after they have been taken and before retrieving drinks from bartender. All orders entered into computer accurately according to position numbers. All necessary modifiers have been used (i.e., up, rocks, tall, etc.). Bartender is made aware of special requests.

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TASK 15: Pick Up Cocktail Order

PROCEDURE
Receive orders from bartender in the appropriate glassware. Verify completed order with your order copy. Add appropriate garnish. Remove drinks from bar counter and place them on beverage tray. Arrange drinks in order of service on beverage tray. Spindle ticket upon pick up. Take tray with drinks to guests, balancing it carefully.

STANDARD
All drinks picked up upon completion of order. All drinks checked for appropriate garnishes. Drinks are arranged neatly and balanced on tray, in order of service.

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TASK 16: Serve Cocktails

PROCEDURE
Serve guest from their right, ladies first, host last. Serve all cocktails to correct guests. Place coaster (picture facing guest) in front of guest on table if the table is a patio or lounge table without linen. Set cocktail on coaster lightly. Avoid breakage on stone tables. Serve beer by pouring the glass full; do not leave bottle at table.

STANDARD
All drinks served promptly within 3-5 minutes after each order is taken. Eye contact, smile and positive body language maintained. Guests receive correct drinks as ordered; no "auctioning." Coaster (picture facing guest) in front of guest All drinks served from a cocktail tray to guests' right, using your right hand. Glassware handled by base/stem only. Ladies served first, and host last. Spills wiped up promptly; coaster replaced, as necessary.

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TASK 17: Set Up Wine Coasters

PROCEDURE
Stock coasters for red wine in side station make sure they are polished and in good condition. Set up ice buckets for white or ros wine or champagne where designated by manager. Make sure buckets and stands are clean and shiny. Fill ice buckets with 1/3 ice and 1/3 water. Attach clean folded napkin over bottle. Place bucket/stand next to host. Return all buckets/coasters to kitchen at end of shift and wipe them down.

STANDARD
All wine buckets filled and stationed throughout room. All buckets and stands clean; shiny with no tarnish, stains or spots. All buckets removed from dining room after closing. Buckets kept empty and properly stored when not in use.

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TASK 18: Open Wine Bottle

PROCEDURE
Check that label and vintage of bottle are correct before approaching table. Carry a server's corkscrew at all times. Present bottle to host for approval.

STANDARD
Host allowed opportunity to approve selected bottle before it is opened. Wine bottle never placed on table while opening. Foil is cut at second lip on neck of bottle; cut is even.

STEPS TO OPEN: 1) Hold bottle in one hand. a) place bottle on table 2) Remove foil by using corkscrew knife and cutting just under second lip at neck of bottle. a) make sure cut is even b) put foil in your pocket 3) Wipe lip and top of bottle with a service towel. 4) Insert corkscrew into center of cork and turn clockwise, pushing gently. 5) Turn corkscrew, not bottle, when opening. 6) Anchor lever on rim of bottle and make sure bottle is on firm base. 7) Cover anchor lever with one hand. 8) Use your other hand to pull lever up, pulling cork out. 9) Present cork to host. 10)Wipe out inner lip of bottle.

Lip and top of bottle are free of dirt and debris. No popping noise when cork is pulled from bottle. No broken bits of cork inside bottle.

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TASK 19: Serve Bottled Wine

PROCEDURE
To pour bottled wine: 1) Hold bottle with label facing guest. 2) Pour a small amount into the host's glass for tasting and approval. 3) Serve ladies first, then clockwise and host last. 4) Fill each glass. 5) Slightly twist bottle after pouring, to prevent dripping. Use linen for drips. Place red wine on coaster in center of bar top/table (center) or in basket. Place white wine or rose' in the wine bucket. Place linen through bucket handle. Do not lay linen across top of bucket. Remove empty bottles. Never turn bottle upside down in bucket.

STANDARD
Host approves taste before wine is served to others. Ladies served first, host last. Wine does not drip on table when being poured. Label faces guest while pouring. Glasses filled 2/3 full. Extra red wine placed on table above host's wine glass, with label facing guests. Extra white wine and rose' stored in a wine bucket near host.

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TASK 20: Open Champagne Bottles

PROCEDURE
Check that label and vintage of bottle are correct before approaching table. Present to host for approval. STEPS TO OPEN: 1) Keep bottle in ice bucket. 2) Remove foil and place in bucket. 3) Place left hand around neck of bottle and thumb over cork. 4) Point away from all guests and staff. 5) Remove wire guard while leaving thumb on the cork 6) Cover cork with a napkin. 7) Holding cork, slowly turn bottle, allowing cork to come out (avoid pop). 8) Present cork to host.

STANDARD
Host approves selected bottle before it is opened. Bottle always points away from guests and staff. Cork is held securely while opening bottle to avoid any potential accidents. No popping sound. Always present cork to host.

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TASK 21: Serve Champagne Bottles

PROCEDURE
STEPS TO SERVE: 1) Hold bottle so label faces guest. 2) Pour a small amount into host's glass for tasting and approval. 3) Pour champagne to ladies first, then clockwise, host last. 4) Avoid overfilling glasses due to carbonation. 5) Fill each champagne glass to " from rim. 6) Slightly twist bottle after each pouring to avoid drips; use linen napkin for drips. Place bottle in iced wine bucket after serving guests. Place linen folded over bucket. Do not lie across top of bucket. Remove empty bottles.

STANDARD
Host is given small amount to taste. Ladies served first, host last. Champagne does not drip on table when pouring. Glasses slowly filled to " from rim. Partial bottles of champagne are stored in a wine bucket. Never turn empty bottle upside down in bucket.

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TASK 22: Take Food Order

PROCEDURE
Approach table with a smile and warm salutation. Inquire if guests are ready to order. Write down table number, position number, number of guests and your initials on each order. Take ladies' orders first, going clockwise around table. Take host's order last. Write guests' orders down with correct position numbers: 1) Seat with back toward restaurant's entrance is position one. 2) Each seat going clockwise from there is position two, three, four, etc. Write all orders with position number after each item. Mark all female position numbers on order pad. Separate each course with a line. Use proper modifiers to help identify items. Make suggestions to compliment guests meal (i.e., appetizer, salads, wine). Repeat orders back and clarify all special requests, and verify how the guests would like the course to flow out of the kitchen.

STANDARD
Eye contact, smile and positive body language maintained. Server speaks clearly. Server offers affirmations during order taking (i.e. excellent choice.) Suggestive up-selling techniques used. Ladies order first, host orders last. All pertinent questions are asked, (i.e., "What type of salad dressing would you like?", "How would you like your steak cooked? etc.). All orders note position numbers after each item ordered. All orders repeated before departing.

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TASK 23: Post Food Orders

PROCEDURE
Know the cooking and preparation times to determine when the order needs to be posted. Look over the order and make sure it is correct. Input orders into computer completely by position numbers and courses. Verify that all the input was done correctly by checking the screen and the ticket. Notify the kitchen of any special requests if unable to ring modifier through computer.

STANDARD
All orders input right after the order has been taken. All orders indicate: 1) Server name 2) Table number 3) Number of covers 4) Position Number 5) Female Positions All orders entered into computer correctly. No omissions or errors. Orders are input according to position numbers. Kitchen is made aware of special requests. All modifiers needed have been used.

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TASK 24: Silver Service

PROCEDURE
Determine silver needs for each guest and set appropriate silver down, course by course. Serve all silver from a lined service tray or a lined show plate. Serve all silver to ladies first, host last.

STANDARD
All appropriate silver is preset one course at a time, prior to course being served.

All silver is presented from a tray with linen

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TASK 25: Refill Beverages

PROCEDURE
While orders are being processed, check back to table and refill beverages when 3/4 or more empty. Suggest additional cocktails if glasses are half-empty. Suggest additional bottled wine if bottle is emptied.

STANDARD
No empty water glasses or coffee cups. Guests do not, and should not have to ask for refill. It is our job to provide the service, not for the guest to have to ask for it.

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TASK 27: Serve a Guest Who Has Left Their Seat

PROCEDURE
Neatly refold guest's napkin and place it across the arm of their chair or to the left of the table setting. Be observant of table and watch for guest's return. Assist guests with their chairs whenever they sit down or get up from their chairs.

STANDARD
When a guest leaves their table during service, their napkin is neatly refolded and placed across their chair arm for their return. Guests are assisted with their chairs at all times.

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TASK 28: Recheck Guest

PROCEDURE
Check with guest within 2 minutes after serving food to ensure guests' satisfaction with food. Comment about the meal (i.e., "I hope youre enjoying your meal ", I hope the Chef has prepared everything to your liking) Resolve any dissatisfaction immediately. Refill beverages and complete service. Check bread and ricotta spread. Replenish as needed. Know how to sense when guests do not want to be interrupted (i.e., business meeting, romantic meal, an argument). Items to look for when visually checking tables: 1) Plates pushed aside. 2) Guests not eating. 3) Wine needing to be refilled. 4) Alcoholic Beverages 1/3 full or less (walk to table with appropriate beverage(s) and hold). 5) Water glasses empty 6) Other debris on table.

STANDARD
Guests' satisfaction with meals is checked within 2 minutes after food is served. Maintain eye contact, smile and be brief. Visual checks conducted throughout guests' meals. Anticipate guests' needs. Never give guests the opportunity to have to ask for something. It the service is behind or below standards in a particular station, notify supervisor. All tables in station are checked during walk through. Assist other servers as needed; make sure all guests are served in a timely manner. No staff off floor without supervisor's approval.

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TASK 29: Crumb Table

PROCEDURE
Use table crumber or folded linen napkin to gently lift and brush all crumbs to edge of table. Place a B&B plate below edge of table and tap crumbs onto plate (never brush crumbs to floor). Crumb ladies places first, host's last.

STANDARD
Tables crumbed after entree and between courses, as necessary. Crumbs never brushed to floor.

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TASK 30: Present Dessert Menus/Take Order

PROCEDURE
Ensure all entrees, side plates, dirty silverware, and condiments (salt and pepper, etc.) are completely cleared and table crumbed. Present menus to ladies first, host last. Notify guests of any unavailable items. Describe dessert, coffee, and cordial selections and suggestively sell items. Take orders; ladies first, host last. Input orders into computer and ring desserts on check. Place appropriate silverware in correct location on table.

STANDARD
Dessert menus presented to all tables. Menus are clean with no stains or tears. Menus given to ladies first, host last. Servers know dessert selections and describe items in an appetizing manner. Ladies order first, host last.

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TASK 31: Serve Dessert

PROCEDURE
Tray-carry all desserts. Serve guest from their left, eldest ladies first, host last.

STANDARD
Desserts are fresh and undamaged. Descriptions are accurate and enthusiastic. All desserts standing upright. Face or point of desserts face guest. Served according to plating guide.

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TASK 32: Prepare Espresso

PROCEDURE
Set up espresso machine with: 1) Demitasse cups and saucers 2) Coffee cups and saucers 3) Demitasse spoons 4) Beans 5) Biscotti To make espresso: 1) Grind enough grounds for one cup. 2) Use scoop to put grounds in handle of espresso machine. 3) Fasten handle on machine. 4) Push start button while ensuring a demitasse cup is under spout (use a coffee mug for double espresso). 5) Garnish and serve with biscotti 6) Remove handle and rinse.

STANDARD
Stocked to par level. No shortages. Demitasse and coffee cups are free of chips, cracks, smudges, stains and debris. Spoons are free of debris and tarnish, and are dry. Lemon twists should be cut daily as people will ask, but Chef doesnt want it as part of the presentation. Condiments are fresh and free of other materials. Each serving has exact amount of grounds for brewing. Scoop always used when handling grounds. Espresso should have perfect crme. Espresso served in a demitasse cup with: 1) Demitasse spoon 2) Biscotti Double espresso is served in a standard coffee cup with: 1) Teaspoon 2) Biscotti

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TASK 33: Prepare Cappuccino

PROCEDURE
To make cappuccino: 1) Grind enough grounds for one cup. 2) Use scoop to put grounds in handle of espresso machine. 3) Fasten handle to machine. 4) Push start button while ensuring a coffee mug is under spout 5) While espresso is brewing, fill silver or stainless container with about cup of refrigerated milk. 6) Put under spout that will fill milk with air (hold slightly under milk). 7) When milk has reached a frothy consistency, spoon onto espresso. 8) Garnish and serve with biscotti.

STANDARD
Stocked to par level. No shortages. Cappuccino cups are free of chips, cracks, smudges, stains and debris. Spoons are free of debris and tarnish, and are dry. Condiments are fresh and free of other materials. Each serving has exact amount of grounds for brewing. Scoop always used when handling grounds. Fresh milk is used when preparing topping for cappuccino and cafe latte. Cappuccino and cafe latte served in a double demitasse cup or a cappuccino cup. Cappuccino and cafe latte are garnished with a standard set-up of: 1) Teaspoon 2) Lemon twist 3) Biscotti

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TASK 34: After-Dinner Cordials

PROCEDURE
Offer guests after-dinner drinks by saying: "May I recommend a Sambuca to accompany your dessert?" Perhaps a nice Scotch, Cognac or Armagnac?

STANDARD
Glassware is polished and sparkles. After-dinner cocktails offered to all guests.

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TASK 35: Serve Coffee

PROCEDURE
Set up coffee tray with: 1) Coffee cups and saucers 2) Teaspoons 3) Biscotti and petit four 4) Creamer filled with half and half ( heated if guest prefers) 5) Sugar Bowl Place coffee or decaffeinated coffee in specified French Press pot and place on silver tray Make sure coffee is fresh. Offer guest if they would like their cream heated for them.

STANDARD
Coffee cup/saucer is placed to right of guest with handle in 4 oclock position. Served with biscotti on the coffee saucer. Teaspoon is placed long ways with the top of the spoon facing left, thumbs width from the table edge. Coffee is finished at the table in the French Press vessel.

Ladies served first, host last Place the preheated coffee cup/saucer to right of guest. Set teaspoon flat across saucer with top of spoon to the left, and the biscotti at 2 oclock. Place the petits fours at the center of the table. Place sugar bowl and creamer in center of table Serve ladies first Pour coffee into cup from rim Offer to assist in refills when cups are full, and until guest declines. Check supply levels of sugar/sugar substitutes and creamer and replace as guests continue to take refills Guests have sufficient cream, sugar, and sugar substitutes while they continue to drink coffee.

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TASK 37: Serve Hot Tea

PROCEDURE
Server will verbally inform guest of tea selections. Show tea box loose leaf samples to guest, and have them choose their tea. Rinse teapot with hot water and empty.

STANDARD
Tea selection is made at table by guest after Server describes selection. No tea stains on teapot or lid. Teapot is warmed before filling. Tea is hot and fresh; no spillage.

Fill teapot with boiling water. Place on tray together with: 1) A lemon wedge placed on B&B plate. 2) Selected tea bag on side 3) Cup/saucer 4) Lemon 5) Milk ( must be at room temperature) 6) Honey Take to table and place: 1) Cup/saucer on table to right of guest, cup handles at 4 oclock position. 2) Teapot above cup and saucer. 3) Teaspoon to right of place setting. 4) Petits fours in the center of the table. 5) Sugar bowl in center of table 6) Milk next to sugar bowl. ( Room Temperature ) Server will pour the tea for the guest at the table using the tea strainer, all the while maintaining conversation and eye contact with the guest. Check table to ensure proper supply of sugar/sugar substitutes and milk; replace as needed.

Tea service includes: 1) Teapot 2) Tea strainer 3) Cup and saucer On your service Tray 4) Creamer On your service Tray 5) Tea bag 6) Lemon On your service Tray 7) Honey On your service Tray 8) Biscotti and petit four presentation Guests have sufficient supply of sugar/sugar substitutes and milk while they continue to drink tea. Refills on tea, and fresh water

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TASK 38: Serve Iced Tea

PROCEDURE
Select an iced tea glass and inspect cleanliness/condition. 1) Fill iced tea glass with ice using an ice scoop. 2) Dispense tea from iced tea dispenser into glass over ice. 3) Check freshness of iced tea. 4) Place wedge of lemon on bamboo pick on right side of glass. 5) Place a sprig of fresh mint pointing up inside left-side of glass. 6) Place straw in glass. Set on tray and carry to table: 1) Place iced teaspoon to right of guest. 2) Place glass above spoon. 3) Place simple syrup in decanter next to glass. Refill by using pitcher of iced tea; when ice in glass is melted, bring out a fresh, full glass of ice tea. Ensure that adequate supply of sugar/sugar substitutes are on table.

STANDARD
Silverware is polished; no streaks or spots. Iced tea is served cold and fresh. Iced tea served with: 1) Lemon 2) Iced tea spoon 3) Sprig of mint 4) Serving of simple syrup Served to right of guest. Rim of glass is not touched when serving. No spillage.

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TASK 39: Returned Food/Comps

PROCEDURE
If an item does not meet a guest's satisfaction, apologize and inquire if they would care for item to be re-cooked or replaced with something else. If an item needs to be returned: 1) Notify Manager. 2) Show item to Manager. 3) Have item re-cooked (if applicable). 4) Have Manager Comp item (where appropriate). 5) All re-fired items delivered personally by the floor manager. 6) Write concise explanation for a comp on the check.

STANDARD
Returned food is give top priority in Kitchen. Returned items shown to manager and chef. All returned food is re-plated with fresh garnish, starch and vegetables. No comp made prior to manager's approval. For an item to be comped, a concise explanation must be written clearly on check with proper item rung in. All comps made prior to presenting check to guest.

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TASK 40: Present Check

PROCEDURE
Process the check and verify that all charges have been rung in. Place stand or plate opposite host. Place check in check presenter, include the accompaniments; Give to host by placing it on table to their left. Thank guest, using guest's name when known. Indicate to host that you will take up check at their convenience. Return to table within 3 minutes after presenting check for payment. Thanking the guest by name, and asking if they valeted this evening so you can have the car brought up.

STANDARD
Check presented only upon guest request.

The check is correct, clean, neat and presented in a clean presenter with a specialty accompaniments: Check Presenter: No stains/ink No spills Knife Handle Pen: Polished Carved Magnifier: Lenses polished/clean Eye contact, smile and positive body language maintained. Guests are informed of payment collection when check is presented. Guests are thanked by name. Gratuities are never solicited. Gratuity is only added for parties of 8 or more.

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TASK 41: Process Payment

PROCEDURE
Process payment of the checks according to the house policies regarding: 1) Cash 2) Traveler's checks 3) Credit card 4) Room charges 5) House Accounts 6) Member Account 7) Give-Ex 8) Vouchers Return change, voucher or room charge to be signed within 3 minute(s) after picking up payment. Thank the guest using guest's name when known. Close check in system. Enter on sales summary sheet.

STANDARD
All payment methods settled to Accounting procedures and policies. All guests thanked after payment is received. Maintain eye contact, smile and positive body language. Guest's name used when known. Gratuities are not solicited. Gratuity is only added for parties of 8 or more.

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TASK 42: Process Travelers Checks

PROCEDURE
Witness guest signing check; verify that signatures match. Stamp back of travelers check and reference guest check number and room number. Process as cash. Thank guest by name. Close out guest check in system. Enter on sales summary sheet.

STANDARD
Travelers checks referenced with guest check number and room number. Correct amount of travelers checks collected. Only travelers checks made out in USD currency are accepted.

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TASK 43: Process Cash

PROCEDURE
When cash is received from the guest, take directly to the cashier to be processed. Match check total to exact amount of cash. Deliver any change back to the guest promptly. Close out the check in the system.

STANDARD
Enter on the sales summary sheet. All cash counted. Correct change returned to guest with a receipt. No overages or shortages. No foreign currency accepted.

Place cash in the drawer.

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TASK 44: Process Credit Cards

PROCEDURE
Select correct voucher for credit card presented and make imprint on voucher and on back of guest check. Check card expiration date and circle on voucher. Write check number and amount and your initials on voucher; leave tip and total spaces blank for guest to fill in. Present voucher to guest with a pen. Pick up completed voucher from guest. Verify guest's signature is present and that total amount is added correctly. Swipe credit card through terminal. Obtain approval for total amount of charges. Get approval code for the amount to be charged and note approval number on voucher. If credit is denied, tactfully ask for another form of payment. Return credit card to guest with their receipt, guest copy of voucher and all carbons. Thank guest by name. Close out check in system. Enter on sales summary sheet. If system is down: 1) Check expiration date and circle on voucher 2) Fill in amount of charges on voucher 3) Write in your initials on voucher

STANDARD
Correct voucher used for present credit card. Credit card expiration dates checked and circled. Credit card imprinted on back of check. All imprints must be legible. Guests always given a pen to complete voucher and sign it. All vouchers must contain the guest's signature. Approval codes obtained for all credit cards. Denied credit card charges are addressed immediately and courteously. Acceptable credit cards: 1) American Express 2) Carte Blanche 3) Diner's Club 4) Discover 5) MasterCard 6) JCB-Japanese Credit Bureau 7) Visa

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TASK 44: Process Credit Cards

PROCEDURE
4) Call listed credit card phone number for approval 5) Enter approval code on voucher NOTE: See Accounting Procedures

STANDARD

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TASK 45: Process Room Charge

PROCEDURE
Politely ask guest to sign check, print their name and room number. Make sure name is legible. Verify the name and room If room charge is not approved, have floor manager check with Front Desk first; then, allow manager to tactfully request another form of payment. Thank guest by name. Close check out of system. Enter on sales summary sheet.

STANDARD
All information recorded accurately and legibly. Guests always given a pen to sign and total their check. Guest signature and room number must be on the check.

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TASK 46: Depart Guest

PROCEDURE
At the time of check presentation, suggest to party, "I do hope you enjoyed yourself this evening, we look forward to your return." Offer additional coffee or after dinner drinks.

STANDARD
Each table receives a "thank you" and an "invite back" upon leaving. Guests' names used when known. Interactions are personalized.

Use guests' names when known. Eye contact, smile and positive body language maintained.

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TASK 47: Reset Table

PROCEDURE
Assist bus-person; see that silverware, glassware, china and linens are delivered to each reset table. Verify that china and glassware are not chipped and are clean. Verify that silverware is not bent. Place silverware by handle, china by edge and glassware by stem or base onto table. Ensure that table is organized and contains all silverware, china, linens, sugar bowls, salt and pepper shakers, centerpieces and new candles.

STANDARD
Tables reset immediately after guests have left.

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TASK 48: Complete Closing Side-work

PROCEDURE
Inventory silver. Count and store wine bottle coasters. Break down candles. Break down server's side station. Check with manager before departing.

STANDARD
All closing duties completed prior to asking permission to leave.

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TASK 49: Tip Out

PROCEDURE
All cashing out and tipping out to be done at end of service shift and out of sight of guests. Report tips accurately per hotel procedures and policy, in accordance with Federal Law. Sign for all tips received.

STANDARD
Guests do not see employees cashing out or collecting tips. Discrepancies regarding tips discussed quietly and in private with manager. Staff adheres to law for tip reporting. All tips are signed for.

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TASK 50: Check Out With Manager

PROCEDURE
When all assignments are completed, check out with Manager before leaving. Make sure work area is ready for next shift. Brief oncoming staff of any information for follow-up pertinent to operation during their shift. Sign out/punch out at designated location. Sign out/punch out for you, only at actual time of departure.

STANDARD
Assigned work completed prior to asking permission to leave. Work areas are clean, neat and free of debris. All supplies restocked. Next shift has been informed of any pertinent information.

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