STAFF MEMBER DUTIES: WAITRON SERVICE
Updated Jun 09
Videos to watch:
10 Steps of Service: ______/ ______/ ______
Handling Complaints: ______/ ______/ ______
Kids Club Card:______/ ______
(The DVDs may be watched during your Waitron Service week, or your F.O.H management week, depending on your schedule.)
Trainer: Indicate the dates on which the above video has been / will be watched.
If time allows, the following videos may also be watched unassisted:
- Kiddies & Kiddies service
- Project Kid
- Suggestive Selling: Part 1: Being suggestive / Part 2: Sales skills
Exams:
You will write the 10 Steps of Service, Handling Complaints & Kids Club Card Tests (this week or F.OH. week). You may also be required to complete the short menu tests. Confirm test dates & times with your Trainer. All tests must be re-written until the pass mark of 90% is achieved.
Waitron shifts requirements (6 days):
Shadowing: 2 shifts
Serving: 8 shifts (Practical assessments will only be done here)
As a Waitron, you will attend all Vibe meetings, conduct all Waitron pre-shift and closing duties, serve customers and become efficient while working with Pilot/ Micros. A competent waiter should be able to serve up to 16 guests efficiently at one time.
Practical assessments:
You will be assessed on your Customerservice, sales, computer & communication skills. Assessments will be completed through:
OBSERVATION (O) (80%)
QUESTIONING (Q
TESTIMONY (T)
SIMULATION (S)
PRODUCT SAMPLE / EVIDENCE (P)
Assessments will be conducted on at least 2 – 3 occasions.
A tick () indicates that you have correctly performed a task, whereas a cross () means that you either forgotten a task or completed a task incorrectly.
Feedback
You will receive feedback from your Trainer after EVERY SHIFT you have worked (whether you were assessed during that shift or not) in order to help you understand what you have done well, what you need to improve on and what you have forgotten to do.
Please ask as many questions as necessary to ensure you fully understand what needs to be done differently next time.
This feedback will be given to you verbally and in writing, please sign in the space provided once you have received feedback.
TRAINEE: ______(Updated Sept 10)
ASSESSOR: ______
Practical Assessment: WAITRON SERVICE2 Shadow shifts, 8 Customer Service shifts
Assessment to be completed on the last 2 - 3 Customer Service shifts
Pre-shift duties: / METHODS
O/Q/T/S / A1 / A2 / A3
All general duties are completed as specified/ in good time / A1 / A2 / A3
Allocated bay is prepped/cleaned as specified / A1 / A2 / A3
Apron contents is correct / uniform is in order / A1 / A2 / A3
Server checks info on bay allocation sheet: unavailable items/ specials / bookings, etc / A1 / A2 / A3
Server knows who are serving sections next to his/ hers / A1 / A2 / A3
General / METHODS
O/Q/T/S / A1 / A2 / A3
Server knows and practices 7 secrets continuously (as stated in the Essentials manual) / A1 / A2 / A3
Server practices good verbal and non-verbal language / A1 / A2 / A3
Post shift duties: / METHODS
O/Q/T/S / A1 / A2 / A3
All duties are completed as specified / A1 / A2 / A3
Bay is cleaned & set before cash up is requested / A1 / A2 / A3
STEP 1: MEETING, GREETING & SEATING / METHODS
O/Q/T/S / A1 / A2 / A3
Greets & welcomes guests / A1 / A2 / A3
Checks No. of guests: “… a table for 2/4/6…?” (using full sentences) / A1 / A2 / A3
Asks whether they would like a smoking or non-smoking area (NA if kiddies are present) / A1 / A2 / A3
Is able to explain smoking law, if requested, if kiddies are present? Q / A1 / A2 / A3
Invites guests to follow them to their table / A1 / A2 / A3
Walks at the pace of the guest / A1 / A2 / A3
Interacts with kids (e.g. give menu…) / A1 / A2 / A3
Directs guests to a suitable table (size suitable) / A1 / A2 / A3
Points out table & asks if it is suitable / A1 / A2 / A3
Stands back patiently whilst guests sit down / A1 / A2 / A3
Assists guests (e.g. pull chair, hold bags) / A1 / A2 / A3
Hands out menu’s individually / A1 / A2 / A3
Hands wine list to person responding / A1 / A2 / A3
Waitron who seats the table introduces the guests to the serving Waitron (if different) / A1 / A2 / A3
Offers Drinks & takes order correctly / A1 / A2 / A3
Waitron informs guests of what will happen next / A1 / A2 / A3
Waitron who seated the table now informs the Serving Waitron about the table & any orders / A1 / A2 / A3
STEP 2: 1ST VISIT TO THE TABLE / METHODS
O/Q/T/S / A1 / A2 / A3
Smiles & shows positive body language / A1 / A2 / A3
Greets & welcomes guests: friendly & polite / A1 / A2 / A3
Offers a commitment of good service / A1 / A2 / A3
Delivers drinks - ordered when seated / A1 / A2 / A3
Offers Nibblers / Drinks (if not ordered previously) – describes 2 products effectively / A1 / A2 / A3
Removes wine list once drinks/wine ordered / A1 / A2 / A3
Sets table (placemats & cutlery) / A1 / A2 / A3
Hands kids their activity sheets & crayons / A1 / A2 / A3
Points out specials & prices / A1 / A2 / A3
Uses suggestion board to recommend to guests: Starters / Mains / A1 / A2 / A3
Mentions unavailable items/suggests alternatives / A1 / A2 / A3
Writes down, repeats & thanks guest for order / A1 / A2 / A3
Asks if the kiddies food order can be taken/ delivered with starters (if applicable) / A1 / A2 / A3
Offers to take kids to entertainment area / A1 / A2 / A3
Informs guests about what will happen next / A1 / A2 / A3
STEP 3: DRINKS & WINE SERVICE / METHODS
O/Q/T/S / A1 / A2 / A3
Asks the right questions for each drink order / A1 / A2 / A3
Uses the correct glass for each drink / A1 / A2 / A3
Checks that each glass is clean & chip-free / A1 / A2 / A3
Transports glasses / bottles on a tray / A1 / A2 / A3
Tray service done correctly according to Essentials manual. (To the side, not on or directly over the table, not in customer’s personal space) / A1 / A2 / A3
Holds glasses at the bottom (stem / base) / A1 / A2 / A3
Announces each drink to the guest / A1 / A2 / A3
Places drink on R.H.S (right-hand-side)above mat / A1 / A2 / A3
Places unopened straw on R.H.S of glass / A1 / A2 / A3
Opens all bottles/tins at table, pours for guest / A1 / A2 / A3
Offers 2nd /3rd rounds when glasses are almost empty: uses name of last drinks(e.g. large coke?) / A1 / A2 / A3
WINE SERVICE / METHODS
O/Q/T/S / A1 / A2 / A3
Packs glasses on the 1st 10 cm of the table / A1 / A2 / A3
Presents wine to host & announces it by name / A1 / A2 / A3
Waits for Host to check the temperature / A1 / A2 / A3
Opens the wine correctly / A1 / A2 / A3
Pours taste of wine for host(in glass nearest host) / A1 / A2 / A3
Pours wine for the rest of the guests) – correct amount for wine type / A1 / A2 / A3
Passes glasses: to ladies first, host last / A1 / A2 / A3
Places Ice bucket in suitable area / A1 / A2 / A3
Places bowl of ice (with spoon) in suitable area / A1 / A2 / A3
Follows correct procedures-2nd bottle of wine / A1 / A2 / A3
Clears bottles/tins/glasses by stem, use tray / A1 / A2 / A3
STEP 4: TAKING THE ORDER / METHODS
O/Q/T/S / A1 / A2 / A3
Asks guests if they are ready to order & which Starters they would prefer (recommends 2 to 3 items) / A1 / A2 / A3
Takes kids / ladies’ orders first / A1 / A2 / A3
Writes down every order correctly in docket book according to the Essentials manual / A1 / A2 / A3
Asks correct questions for each meal / A1 / A2 / A3
Offers extras (top ups / side order / sauce / salad / toppings) / A1 / A2 / A3
Repeats order to each guest immediately / A1 / A2 / A3
Checks whether the order is for main or starter / A1 / A2 / A3
Asks when to deliver kids’ orders / A1 / A2 / A3
Notes the time on the docket book / A1 / A2 / A3
Notifies the guests on what to expect next / A1 / A2 / A3
Punches order in immediately on POS / A1 / A2 / A3
Checks that kitchen received the order / A1 / A2 / A3
Follows up regularly on orders / A1 / A2 / A3
STEP 5: CALLING “ON” & “OFF” (SPUR ONLY) / METHODS
O/Q/T/S / A1 / A2 / A3
Organizes thoughts before going to sections / A1 / A2 / A3
Asks permission to call from the chef / cook / A1 / A2 / A3
Uses correct jargon: “I am OFF …, followed by, going ON …” / A1 / A2 / A3
Calls Starters first, then Grills, then Tex-Mex / A1 / A2 / A3
Calls mains when guests are ½ way through starters / A1 / A2 / A3
At Grill, calls ‘Well dones, other meals, then Burgers / A1 / A2 / A3
Groups all orders (e.g. 2 ladies Rumps) / A1 / A2 / A3
Indicates all “Yellow” / “Hawaiian” / A1 / A2 / A3
Indicates accompanying orders with: “…it goes with…” / A1 / A2 / A3
Asks Griller before calling at Tex-Mex / A1 / A2 / A3
Calls food OFF every 4 min. “Coming OFF ...” / A1 / A2 / A3
Asks Griller if Pre-drops can be taken: “Can I drop?” / A1 / A2 / A3
Checks that ALL the food is ready before serving / A1 / A2 / A3
Checks quality, quantity, temp, special requests of each meal / A1 / A2 / A3
Process all orders on PILOT correctly / A1 / A2 / A3
STEP 6: DELIVERING THE MEAL / METHODS
O/Q/T/S / A1 / A2 / A3
Sets the table before delivering the meal / A1 / A2 / A3
Checks all Pre-drops/ condiments have been delivered / A1 / A2 / A3
Checks that all orders are ready before taking out / A1 / A2 / A3
Checks quality & quantity of meals / A1 / A2 / A3
Carries plates correctly / asks for help where needed / A1 / A2 / A3
Remembers who ordered each meal/ asks politely if doesn’t / A1 / A2 / A3
Announces each meal in full / A1 / A2 / A3
Places plate softly & straight in front of guest (logo at 12 o clock) / A1 / A2 / A3
Warns about HOT skillets, plates, etc / A1 / A2 / A3
Confirms that items not delivered will be brought to the table ASAP: “Your … is on the way” / A1 / A2 / A3
Ensures ALL meals & extras have been delivered / A1 / A2 / A3
Checks all needed cutlery is present, removes all excess plates, tins, glasses, papers, etc / A1 / A2 / A3
Offers more drinks / tops up wine glasses / A1 / A2 / A3
Changes the ashtray–when: 2 butts max/ meals are delivered / A1 / A2 / A3
STEP 7:
AFTER SALES SERVICE / METHODS
O/Q/T/S / A1 / A2 / A3
Approaches table within 2 min. / 2 bites / A1 / A2 / A3
Asks direct questions: “Are you enjoying your Fillet?” (NEVER: “Is everything okay?”) / A1 / A2 / A3
Checks & changes ashtrays – for entire visit / A1 / A2 / A3
Offers more drinks / top ups where possible / A1 / A2 / A3
Removes empty glasses/plates/bowls/tins/…etc / A1 / A2 / A3
Uses acceptable clearing practice (no scraping/ stacking, clears to the side, uses a tray - as per Essentials manual) / A1 / A2 / A3
Ensure kids are still entertained / A1 / A2 / A3
STEP 8:
DESSERTS & COFFEES / METHODS
O/Q/T/S / A1 / A2 / A3
Asks guest if they are ready to order dessert / A1 / A2 / A3
Hands each guest a dessert menu / A1 / A2 / A3
Describes 2 – 3 desserts/special coffee /DP effectively / A1 / A2 / A3
Asks appropriate questions for each dessert / A1 / A2 / A3
Writes down & repeats order / A1 / A2 / A3
Places clean settings on the table / A1 / A2 / A3
Checks desserts are correct before serving / A1 / A2 / A3
Announces each dessert when presenting item / A1 / A2 / A3
Remembers who ordered each item! / A1 / A2 / A3
Places Tea/Coffee correctly in front of guest / A1 / A2 / A3
Checks on dessert: “Are you enjoying your …?” / A1 / A2 / A3
Offers refills for coffee, milk & sugar / A1 / A2 / A3
Clears items & change ashtrays / A1 / A2 / A3
STEP 9:
THE BILL / METHODS
O/Q/T/S / A1 / A2 / A3
If table appears to be ‘finished’, asks if they would like something else or if they would like to relax for a while – wait ‘til customer requests the bill / A1 / A2 / A3
Checks if there are Kids Club Cards - collects / A1 / A2 / A3
Ensures KCC swiped to collect points / A1 / A2 / A3
Places K cards, slip, mints, toothpicks & pen neatly in Bill folder / A1 / A2 / A3
Presents the bill to the person requesting it / A1 / A2 / A3
Informs guest to pay with the Waitron or Cashier / A1 / A2 / A3
Returns all change / credit card slip / A1 / A2 / A3
Checks that credit card is signed / A1 / A2 / A3
Completely clears & cleans the table / A1 / A2 / A3
Offers more drinks if guests remain seated / A1 / A2 / A3
Thank and greet guests, invite them to visit again / A1 / A2 / A3
STEP 10:
HANDLING COMPLAINTS / METHODS
O/Q/T/S / A1 / A2 / A3
Approaches the table quickly / A1 / A2 / A3
Ask direct question: “Are you enjoying your…?” / A1 / A2 / A3
Kneels shoulder to shoulder – if there is a complaint / A1 / A2 / A3
Listens for the specific details of the problem / A1 / A2 / A3
Does not interrupt guest / A1 / A2 / A3
Asks questions if guest is vague: “Is your steak cold/tough/under cooked/…?” / A1 / A2 / A3
Does not argue / A1 / A2 / A3
Apologizes: “I am so sorry this has happened……” / A1 / A2 / A3
Does not blame someone else / A1 / A2 / A3
Thanks guest: “Thanks for bringing this to my/our attention” / A1 / A2 / A3
Suggests 2-3 solutions & let customer make final choice / A1 / A2 / A3
Removes the plate / part of the meal (e.g. steak only for further grilling) – ask guest’s preference / A1 / A2 / A3
Calls on new meal/item. Informs guest of what will happen now & how long it will take. / A1 / A2 / A3
Does not discuss “free” items with guests (this is a management function) / A1 / A2 / A3
Informs Manager immediately – in private / A1 / A2 / A3
Resets the table (if necessary) / A1 / A2 / A3
Delivers new meal & checks guest is happy - within 2 min / 2 bites / A1 / A2 / A3
Does not mention problem again / A1 / A2 / A3
Does not over- or under attend to the table / A1 / A2 / A3
VERBAL, NON-VERBAL LANGUAGE & MANNERS DISPLAYED / METHODS
O/Q/T/S / A1 / A2 / A3
Displays a positive body language (posture, palms, arms & legs, hand to face gestures) / A1 / A2 / A3
SMILE, SMILE, SMILE / A1 / A2 / A3
Always maintains direct eye contact / A1 / A2 / A3
Talks slowly, varied pitch, correct volume, pauses reg. / A1 / A2 / A3
No ‘slang’, swearing or jargon / A1 / A2 / A3
Interacts with everyone at a table / A1 / A2 / A3
Always pay special attention to kids / A1 / A2 / A3
Never says “No”. Suggests solutions / A1 / A2 / A3
Excuses self when interrupting the guests / A1 / A2 / A3
Wishes customers an enjoyable meal / A1 / A2 / A3
Always says “Please” & “Thank you”
(Thanks for orders, assistance, T.I.P.S & visit) / A1 / A2 / A3
Asks permission before clearing tables or pouring drinks / A1 / A2 / A3
Does not leaning over/on table or guests / A1 / A2 / A3
Asks guests for help when passing equipment / meals / A1 / A2 / A3
Opens doors for guests / A1 / A2 / A3
PILOT USAGE / A1 / A2 / A3
Open a Table using correct table nr, covers, etc. / A1 / A2 / A3
Place an Order quickly & accurately / A1 / A2 / A3
Prints the bill (if no cashier) / A1 / A2 / A3
Closes table as soon as table in vacated (empty) / A1 / A2 / A3
Understands events – power outage/crash / A1 / A2 / A3
KIDS CLUB CARD: (KCC) / A1 / A2 / A3
Encourages new members to sign up & sms details to KCC call centre / A1 / A2 / A3
Is able to redeem a ticket/ voucher / A1 / A2 / A3
Is able to print point slip report for points / A1 / A2 / A3
Understands manual points accumulation procedure / A1 / A2 / A3
Swipes card to collect points on cards / A1 / A2 / A3
Knows Call Cntr Number/ Website address / A1 / A2 / A3
SPEED: What number of guests is he/she able to serve efficiently at once? / 8 pax 10 pax 12 pax
14 pax 16 pax
Has the following Evidence (P) been attached?
Printed Bill slips showing the dates and covers of each table served
Copy of Complaint inscription in Complaints book / file
Copy of compliment from guest
Calculated ASPH
Practical Assessment Result: Date: ______
Not yet competent Competent (Standard) Competent (Advanced)
Cannot carry out ALL tasks Performs according to pre-scribed Excels at practical tasks, can solve
according to standards standards & specifications problems and plan ahead
______
Trainee Assessor Moderator