Server Packet
Name:
Training Website: HefnerGrillTraining.com
Username: Hefner
Password:
*Trainees will need access to a computer to begin studying the Hefner Grill Menu & Service. Please log in before you attend Orientation and bring your paperwork filled out with you. If you have any questions, please call the store.
12-15
NEW SERVER TRAINING AND OVERVIEW
EMPLOYEE NAME: ______
EMPLOYEE PHONE #:______
DATE / TIME / SHIFT / TRAINER / TESTDAY 1 - CLASSROOM:
Trainee begins with a 3 hour classroom where they are guided through Charleston’s food, bar, service standards and POS procedures. / Mentor: / · General Info Test
· Table Chart Test
DAY 2 – FOLLOW SHIFT:
Trainee follows trainer. Must stay within 6 feet of each other at all times. Trainee has NO communication with guests unless prompted and they should not carry anything to the tables. They should pay attention and absorb the flow of service. Trainer & Trainee write all orders in order pad. / · Starters, Soups, Greens,and Sandwiches.
DAY 3 - 1ST REVERSE:
Trainee actively participates in service and interacts more with guests depending on the trainee’s abilities. Trainer should take first table; Trainee takes the second. Make sure the Trainee handles one table in the Trainer’s section the entire shift. / · Mains, Sides, Kid Items & Brunch Test
DAY 4 - 2ND REVERSE:
Trainee actively participates in service and handles as many tables as they are comfortable handling. The goal is to have the Trainee acting independently by the completion of the shift. They should be running two of the tables in the Trainer’s section the entire shift. / · Bar, Liquor & Beer Test
DAY 5 – 3RD REVERSE:
Sign Off Shift – Trainee should be able to run the section (two tables minimum) from start to finish with little assistance from the Trainer. Trainer should be there to help if needed, but mostly just a shadow to the Trainee.
SERVER ASSISTANT:
Trainee runs food and assists servers on a Friday or Saturday night. / · Wine Test
ORAL CERTIFICATION:
Take the oral exam in back of packet. Also, wait on a manager from beginning to end. / · Oral Certification
EXPECTED COMPLETION DATE: ______
DAY 1 – Hefner’s Classroom Test:
Tests: General Information, Table Chart Test & Menu Questions Test
**Trainer: Record their Test Score in their FOH Training Record Immediately**
Mission Statement: To Consistently Exceed Our Guests’ Expectations
This is a general outline – Make it work for you!
Hefners’s Food – 1 hour
· Go through each category and give anecdotes; you will not cover each item, just a few from each category.
· Review the abbreviations and the importance
· Illustrate how to navigate the training website
· Set expectation for testing standards
Liquor, Beer & Wine – 45 minutes
· Liquor, Beer & Wine Lists: Briefly cover what you have in store
· Martinis: discuss what questions are involved when a guest orders a martini
· NA Bevs: Which non-alcoholic drinks are free refills, and which are not
· Specialty Drinks: Drinks that are on the menu and After Dinner Drinks.
· Wine: The importance of wine knowledge
o Identify trainee’s current wine knowledge and tailor from there o Look at different wine bottles and explain the varietals.
o How to present and open wine, show and practice, left handed pouring, open face.
o Pour 2-3oz. per glass when serving wine; do not empty the bottle.
Hefners’s Service – 45 minutes
· Discuss Attitude & Teamwork
· Consolidation & Never Ending Bev Service
· Aspects of Charleston’s Service
· Steps of Service
· Service Points & Table Manners
· Practice plate and glassware carrying
· Pivot points, where seat 1 is on tables
Squirrel – 30 minutes
· Overview of squirrel: briefly cover each category on the screen
o Explain practice tickets they will be ringing in future
GENERAL INFORMATION TEST
1. List the area partner, general manager, and all store managers. (First and last names please)
Area Partner ______General Mgr______Sr. Kitchen Mgr______
FOH Mgr______FOH Mgr______BOH Mgr______BOH Mgr______
MIT ______MIT ______
2. / Who are your trainers?3. / What is our store phone number?
4. / What is our store address?
5. / Who must first approve all schedule transfers?
6. / Who is our administrative assistant?
7. / What are our hours of operation? KITCHEN: / BAR:
Sunday ______/ ______
Monday - Thursday ______/ ______
Friday and Saturday ______/ ______
8. / Where is the employee parking area?
9. Where are on duty employees allowed to smoke?
10. What is the last day that schedule requests are accepted?
Possible Points = 23 Total Points Scored =
Total Points: / 23 Final Score = %
DAY 2 – FOLLOW SHIFT FOCUS
**Trainee has NO communication with guests unless prompted. Trainee should be paying attention and absorbing the flow of service.**
Uniform Check!
Test: Starters, Soups, Greens, & Sandwiches
**Trainer: Record their Test Score in their FOH Training Record Immediately**
Mission Statement: To Consistently Exceed Our Guests’ Expectations
First: Floor Basics (Before trainer has a table)
____ Tour
____ Table #’s
____ Pivot Points (Cover Big Tops)
____ Weaving
____ Seven Steps of Service
____ Guest “Right of Way”
____ Buddy System / Teamwork (Explain)
____ In Door / Out Door
____ Turn Pull
____ Top 3 Priorities
____ Carrying 3 Beverages in One Hand
____ Carrying Plates
____ Side Work Review: (Opening, Running, Closing)
• Restrooms High Chairs
• Condiments
• Expo
Second: Table Service
____ Greet Times
____ The Greet
____ Buddy System / Teamwork (If your buddy greets the table)
____ Ticket Writing Proper Abbreviations
____ Open-faced Serving
____ Entrée in front of Guests
____ Manicuring
____ Timing Courses
____ Silent Service
Menu Knowledge Review:
____ Starters, Soups Greens
Last: Post-Shift
____ POS Review
____ Cash Out Procedures
____ Closing Duties Side Work
____ Checkout with Shift Leader
____ Performance Appraisal with Manager
**Remind the Trainee to look forward into their training tests online. Also, remind them of the Oral Certification**
STARTERS
(5pts) ______
Creamy Spinach & Artichoke dip – Fresh spinach & artichoke hearts tossed in a ______cheese sauce. Served with delicious _____ and ______. Topped with melted _____ cheese.
(6pts) ______
Baltimore Blue Crab Dip - A ______and ______dip mixed with
______and ______. Served with ______on the
side.
(10pts) ______
Ahi Sesame Tuna App – ___ oz. of #1 ______rolled in _____
and ______sesame seeds and seared _____, then sliced in thin strips on a
rectangle plate. Served with ______, ______, ______and
shaved ______.
(6pts) ______
Crispy Calamari - __ oz. of ______cut into ______and battered in spicy
flour and deep fried. Served with spicy ______on the side and sprinkled with
______cheese.
(8pts) ______
Crab Cakes – ____ fresh crab cakes with ___ and ______bell peppers,
Japanese bread crumbs and ______. Served over ______sauce,
______and sautéed ______.
(5pts) ______
Oysters on the Half-Shell – Our regional oysters are ______and
served on rock salt with ______, ______, two ______
forks, lemon and crackers.
(8pts) ______
Oysters St. Charles – Oysters seasoned, ______
and______.______, served on warm
______and topped with ______and ______.
(6pts) ______
Jumbo Shrimp Cocktail – ______, ______, ______shrimp served in a cocktail glass with ______sauce over shredded lettuce. Garnished with a lemon wedge.
(10pts) ______
Tomato & Mozzarella Caprese – ______, ______, and ______tomatoes sliced and tossed with ______, red ______and fresh ______, then drizzled with ______& ______vinegar. Fresh ______ is then dusted over the top.
SOUPS
Soups (6pts): - All soups will be served in a ___oz cup or a ___ oz bowl.
Available in a _____ for $____ or a _____ for $____
(7pts) ______/ ______
Crab Bisque (Available every day) – A _____ based bisque made with a special blend of ______and ______. Garnished with fresh ______and ______.
(8pts) ______/ ______
Gumbo (Available every day) – Our deliciously ______gumbo with ______
sausage, ______, ______, ______, and ______.
GREENS
(5pts) ______
Petite House Salad - Crispy romaine and iceburg mixed with seasonal greens, tossed with diced ______and ______served with grape ______and a ______pepper.
(8pts) ______
Tobasco Caesar Salad – ______lettuce tossed with ______cheese and ______. All tossed in our ______dressing. Large Caesar is $9. Add blackened ______for $___ or blackened ______for $___.
(3pts) **Guests may add a small House or Caesar salad to an entrée for $___. If ordering a la carte $___. Substitute for 1 side for $___.
(4pts) _____/_____ or _____/_____
Todays Soup and Salad – Our House or Caesar salad served with a __ oz.
bowl of our homemade Soup. Soup & Salad will go out ______unless otherwise
requested by the guest.
(15pts) ______
The Newporter – 6 oz of crispy _____ chicken breast, seasonal ______with ______tossed with crispy _____, fresh ______, mangos, ______, ______, ____, _____, toasted sweet ______and ______cheese, ______vinaigrette, garnished with ______cheese wedges and ______tomatoes.
______
(12pts) ______
Mediterranean Seared Tuna Salad – _ oz of fresh seared Tuna rolled in ______and ______sesame seeds served next to mixed greens and ______, tossed with ______, ______, ______and ______, and spiced ______and ______. Served with ______vinaigrette on the side.
(7pts) ______
Shrimp Louie Salad- Cocktail shrimp tossed with ______island dressing served on an Iceberg wedge with ______, ______tomatoes, ______, ______seasoned with kosher salt and fresh cracked black pepper. Topped with ______.
(8pts)
SALAD DRESSINGS ABBREVIATION
Ranch ______
Herbal Vinaigrette ______
Bleu Cheese ______
Honey Mustard ______
1000 Island ______
Caesar ______
Honey Lime Vinaigrette ______
Champagne Vinaigrette ______
DEGREE OF DONENESS
(10pts) The following is a description of cook temperatures that best describes the way we will cook RED meats. When a guest orders an entree cooked medium, you need to say, “That will be a hot pink center, is that great for you?”
R / MR / M / MW / WTemp
Color
(1pt) SANDWICHES All sandwiches will be served with ______.
(7pts) ______
Biltmore Club – 3 meats (______, _____ and ______), lettuce, tomato, Monterey ______and ______cheeses on honey wheat berry bread with _____.
(9pts) ______
California Burger– Seasoned ______, ______, ______, ______, ____ onion, ______cheese on ______bread with _____.
(8pts) ______
Cheeseburger – Seasoned ______, ______, ______, ______
& ______cheese on an ______with ______.
(10pts) ______
Roast Turkey Sandwich – ______. of ______on
______. Topped with ______and Special
______, ______, fresh sliced______,
______and ______cheese.
(6pts) ______
Rueben – ______, ______& baby ______on ____ bread with a side of ______ dressing.
(9pts) ______
Chicken Ciabatta Sandwich - Thinly sliced ______chicken, topped with sautéed ______and ______. Layered with __ strips of ______, ______cheese, and ______. Served on crisp ______
(11pts) ______
Cuban– ______, deli ____ and ______with ______, ______, ______, baby ______and ______on ______bread with ______.
(14pts) ______/ ______
Fresh Fish Sandwich– __ oz of ______ or ______offered ______or ______with ______, _____ onion, ______, ______on a ______with a side of ______ sauce.
Possible Points = 226 Total Points Scored = ______
Total Points: ______/ 226 Final Score = ______%
FOLLOW SHIFT #1HEFNER GRILL’S STANDARDS:
ITEM
/ 1(Needs a lot of attention) / 2
(Needs some attention) / 3
(Meets Standards)
PUNCTUALITY
PERSONALITY / ATTITUDE
APPEARANCE
COMPREHENSION OF TRAINING
SHIFT DATE: AM / PM ______
TRAINER SIGNATURE: ______
MANAGER SIGNATURE: ______
TRAINEE SIGNATURE: ______
COMMENTS:
DEVELOPMENTAL GOAL #1)- ______
DEVELOPMENTAL GOAL #2)- ______
DEVELOPMENTAL GOAL #3)- ______
Note: Remind the Trainee of the Oral Certification
SERVICE TEST #1
THE GREET: This is a verbal test with a Manager at the end of the shift. The trainee should be able to verbally greet a table. Make sure all main points are hit and offer suggestions for improvement.
DAY 3 – 1st REVERSE SHIFT FOCUS
**Trainee actively participates in service and interacts more with guests depending on the trainee’s abilities. Trainer should take first table; Trainee takes the second. Make sure the Trainee handles one table in the Trainer’s section the entire shift*
Test: Main Plates, Desserts, Sides, Kids, & Brunch
**Trainer: Record their Test Score in their FOH Training Record Immediately**
Mission Statement: To Consistently Exceed Our Guests’ Expectations
First: Set-Ups & POS Practice (Before trainer has a table)
____ 15 Minutes POS Practice
____ Seven Steps of Service
____ Coffee Set-up
____ Warming Mugs
____ Hot Tea Set-up Flavors
____ Finger Linen Set-up
____ Side of Lemons
____ Cracker Bowl Set-up
____ Cracked Black Pepper
____ Service Bar Explanation
____ Side Work Review:
• Coffee Tea
• Lemons Creamers
• Silverware
____ D.A.D. Words (Drinks/Appetizers/Desserts)
Second: During the Shift
____ Trainee Starts Handling All P.O.S. Transactions
____ Dessert Descriptions
____ Up-Selling
____ Quality Checks
____ Opening the Door for Guests
____ Perfect Pre-bus
____ Check Back / Check Down
____ Check Ready Ten Step Rule
____ Referring to Guests by their Last Name When Using a Credit Card
____ To-Go Bags Procedure
____ Restroom Checks
Menu Knowledge Review:
____ Sandwiches, Sides, Lunch Brunch
Last: Post-Shift
Cash Out Procedures
____ Closing Duties Side Work
____ Checkout with Shift Leader
____ Red Tickets
____ Performance Appraisal with Manager
**Remind the Trainee to look forward into their training tests online. Also, remind them of the Oral Certification**
MAINS
(18pts) ______/ ______/ ______
Shrimp Platter – All served with ______and ______fries.
(___)FRIED – ______-_____, dipped in ______batter, rolled in ______breadcrumbs, then deep-fried. Served with ______sauce on the side.