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New Server and Bartender
Sign Off Version 1.0
This Booklet to be Permanently Stored in the Employee File
© Copyright The information, trademarks and trade-names used within this manual are confidential and shall only be used within the course of your employment and may not be reproduced in whole or in part without written consent of Chop Restaurants Management, Inc. This manual must be immediately returned upon request and each employee shall use all reasonable efforts to maintain such information as secret and confidential during and following the term of employment.
Learner Guide
Page 2 of 12
Selecting an SQL/ BQL
Lesson 1
Overview
Server and bartender quality leaders are responsible for training all new team members and developing the existing team. As you can imagine, this makes the role incredibly important, as quality leaders directly or indirectly impact every team member and guest of the restaurant. The SQL/ BQL is responsible for ensuring that every new team member receives proper training and actively offering suggestions for improvement to the program.
SQL/ BQL Candidates Are Selected Because They:
Are great ambassadors of the brand
Provide consistently excellent guest service
Are great trainers (not just the best servers or bartenders)
Show a keen sense of responsibility
Are eager and excited to train
Demonstrate a high level of attention to detail
Are knowledgeable in all areas (i.e. ACE, menus, policies & procedures)
Have availability that accommodates training needs (shifts, days, etc.)
Exemplify wardrobe standards
Remain calm under pressure
Guidelines for New Server Training
When any team member is hired, we need to do everything possible to make them feel welcome and provide the tools needed to excel in their job. Through a carefully structured orientation and training program, we can offer the best chance of success and we give ourselves the best chance of retaining that new team member.
During orientation, all trainees receive all current training materials:
Host Training Manual, Server Learner Guide, Bartender Learner Guide (if applicable), Menu Training Manual, Beverage Learner Guide, Liquor Learner Guide, Beer Training Guide, Wine Guide, Floor Map & Take-Out Menu
New server training is done with a qualified Server and/or Bartender Quality Leader
All trainees are scheduled for at least 6 training shifts (some will require more); these shifts are clearly indicated on the schedule, showing which Quality Leader is responsible for each training shift
Trainees do not receive any tips; all tips are to go to the trainer
This booklet is kept in the trainee’s employee file and is filled out during each training shift by the Quality Leader responsible for training that day
Each training shift starts and ends with a “sit down” training period; training shifts follow the daily training plan outlined in this booklet
Training should occur during non-peak shifts
All trainees pass (minimum 85%) all quizzes in the FOH test package; Quality Leaders mark these quizzes on the same day they are written using an answer key; rewrites must score 90%
All trainees will successfully perform wine service for a manager
All trainees will successfully serve a manager following the ACE audit
Quality Leaders & managers sign off on all trainees before they are given independent sections
Learner Guide
Page 3 of 12
Training Method
Preparation
Trainees have access to all training materials at end of orientation (through Hospitality University)
Trainees are asked read through all materials before their first training session
This booklet shows what is trained on each shift
The entire training schedule is provided during orientation
Training shifts are on the schedule and show which SQLs are responsible for each shift
“Classroom Style” Training
Quality Leaders discuss the main points from each training component with the trainee; this takes about 1 hour per shift
Quality Leaders use personal examples to supplement the content
Quality Leaders engage trainees for 2 way participation
Quality Leaders ask questions and invite questions to ensure the trainee understands
Practical Training
All practical training is carefully demonstrated by the Quality Leader
Ensure that the trainee and trainer are both introduced to every guest; let them know that you’re training
Skills are carefully explained and demonstrated in clear, simple steps
Quality Leaders ask questions and invite questions to ensure the trainee understands
Skills are practiced by the trainee on the Quality Leader before they are in front of a guest
Feedback
Constant feedback should be given by the Quality Leader throughout the shift
Feedback should be balanced and designed to nurture confidence while building skills
Follow the feedback model:
At the end of each shift, the Quality Leader sits down with the trainee to review all notes and feedback from the shift
Quizzing
Verbal quizzes are conducted throughout each training shift
Written quizzes are completed at the end of each shift and are marked the same day
2
Employee
Leader
Did Well … Do Differently
In Future …
“What did you think/ feel went well?”
1
“What is one thing you would do differently
next time?”
3
“Here is what I saw you do well …”
“In the future I would like you to …”
4
Build Confidence Build Skill
Learner Guide
Page 4 of 12
Server and Bartender Training
Lesson 2
Server/ Bartender Training Day 1
Sign Off
Trainee Trainer
“Classroom-Style” Training with SQL
Server’s Job Description Discussion
Review Server Learner Guide
Practical Training with SQL
Work With Server (SQL) Throughout Service 80% trainer and 20% trainee
Overview of the floor map
Enter orders into POS
Operate the Runner’s Station (i.e. ‘bumping’ and running food effectively)
Handle payments
Organize the note pad
Verbal quizzing
Complete cash out
Feedback from SQL Discuss Trainee’s Performance Share a meal during discussion
Trainee describes what s/he tastes
Trainee explains what s/he likes about the dish
Trainee defines who might love the dish and why
Preparation Assign Study Materials for the Next Shift
Study Server Learner Guide
Study floor map
Read Menu Training Manual
Quiz(zes) Orientation Quiz pass (≥85%) rewrite
Comments:
_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________
Learner Guide
Page 5 of 12
Server/ Bartender Training Day 2
Sign Off
Trainee Trainer
“Classroom-Style” Training with SQL
Review Day 1 Discuss content and review quizzes
Review Menu Training Manual
Focus on Passion Points, what makes each dish unique
Practical Training with Expo
Work With Expo Throughout Service
Which items are you most excited to taste?
Pay close attention to plating, ingredients and garnishes
Sign off on operating the Runner’s Station (i.e. ‘bumping’ and running food effectively)
Feedback from SQL Discuss Trainee’s Performance Share a meal during discussion
Trainee describes what s/he tastes
Trainee explains what s/he likes about the dish
Trainee defines who might love the dish and why
Preparation Assign Study Materials for the Next Shift
Study Menu Training Manual
Read Beverage Learner Guide
Read Liquor Learner Guide
Read Beer Training Guide
Quiz(zes) Server Quiz pass (≥85%) rewrite
Verbal Floor Map Quiz
pass (≥85%) rewrite Food Handling and Sanitation Basics Quiz
pass (≥85%) rewrite
Online Training Module
Complete the Steak and Prime Rib Training module in Hospitality University
Trainee can complete this on-site or at home; this is paid time
Comments:
_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________
Learner Guide
Page 6 of 12
Server/ Bartender Training Day 3
Sign Off
Trainee Trainer
“Classroom-Style” Training with SQL
Review Day 2 Discuss content and review quizzes
Review Beverage Learner Guide
Review Liquor Learner Guide
Review Beer Training Guide
Practical Training with SQL
Work with Server (SQL) Throughout Service 50% trainer and 50% trainee
Enter orders into POS
Handle payments
Organize the note pad
Organize the section
Run food
Verbal quizzing
Complete cash out
Feedback from SQL Discuss Trainee’s Performance Enjoy 2 popular signature cocktails or martinis during discussion
Trainee describes what s/he tastes
Trainee explains what s/he likes about the drinks
Trainee defines who might love the drinks and why
Preparation Assign Study Materials for the Next Shift
Study Beverage Learner Guide
Study Liquor Learner Guide
Study Beer Training Guide
Read Host / Service Professional Assistant Manual
Quiz(zes) Menu Quiz pass (≥85%) rewrite
Comments:
_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________
Learner Guide
Page 7 of 12
Server/ Bartender Training Day 4
Sign Off
Trainee Trainer
“Classroom-Style” Training with SQL
Review Day 3 Discuss content and review quizzes
Review Host / Service Professional Assistant Manual
Practical Training with SQL
Work With Server (SQL) Throughout Service 20% trainer and 80% trainee
Enter orders into POS
Handle payments
Organize the note pad
Organize the section
Run food
Verbal quizzing
Complete cash out
Feedback from SQL Discuss Trainee’s Performance Share a meal during discussion
Trainee describes what s/he tastes
Trainee explains what s/he likes about the dish
Trainee defines who might love the dish and why
Preparation Assign Study Materials for the Next Shift
Study Host / Service Professional Assistant Manual
Read Wine Guide
Quiz(zes) Beverage Quiz pass (≥85%) rewrite
Comments:
_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________
Learner Guide
Page 8 of 12
Server/ Bartender Training Day 5
Sign Off
Trainee Trainer
“Classroom-Style” Training with SQL
Review Day 4 Discuss content and review quizzes
Review Wine Guide
Practical Training with SQL
Work With Server (SQL) Throughout Service 5% trainer and 95% trainee
Enter orders into POS
Handle payments
Organize the note pad
Organize the section
Run food
Verbal quizzing
Complete cash out
Feedback from SQL Discuss Trainee’s Performance Share a meal during discussion
Trainee describes what s/he tastes
Trainee explains what s/he likes about the dish
Trainee defines who might love the dish and why
Preparation Assign Study Materials for the Next Shift
Study Wine Guide
Quiz(zes) Service Professional Assistant Quiz pass (≥85%) rewrite
Host Quiz
pass (≥85%) rewrite
Comments:
_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________
Learner Guide
Page 9 of 12
Server/ Bartender Training Day 6
Sign Off
Trainee Trainer
“Classroom-Style” Training with SQL
Review Day 5 Discuss content and review quizzes
General Review of All Training Materials
Practical Training with SQL
Work With Server (SQL) Throughout Service 5% trainer and 95% trainee
Enter orders into POS
Handle payments
Organize the note pad
Organize the section
Run food
Verbal quizzing
Complete cash out
Feedback from SQL Discuss Trainee’s Performance Share a meal during discussion
Trainee describes what s/he tastes
Trainee explains what s/he likes about the dish
Trainee defines who might love the dish and why
Preparation Overview of the ACE Sign Off
Will be serving a manager as though s/he’s a guest
Will be performing wine service for a manager
Quiz(zes) Wine Quiz pass (≥85%) rewrite
Comments:
_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________
_________________________________________________________________________________________________
Learner Guide
Page 10 of 12
Server/ Bartender Training Day 7
Sign Off
Trainee Trainer
“Classroom-Style” Training with SQL
Review Day 6 Discuss content and review quizzes
General Review of All Training Materials
Sign Off with Manager
Perform Wine Service for a Manager
Sign Off with Manager
Perform Full Food Service for a Manager Must receive a 90% on ACE audit
Feedback from Manager
Discuss Trainee’s Performance
Quiz(zes) Write/ rewrite Any Outstanding Quizzes
Comments:
_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________
Server Final Sign Off
Manager Signature
Trainee has successfully performed wine service.
Trainee has successfully served a manager and received a score of at least 90% on the ACE audit.
Upon successful completion of training, quizzing and sign off on our service standards, ____________________________ is eligible to serve as a member of the Chop team. (Trainee’s Name) ____________________________ ____________________________ ____________________________ SQL Trainer’s Signature Service Manager’s Signature GM’s Signature
Learner Guide
Page 11 of 12
Incremental Bartender Training
Lesson 3
Bartender Training Day 8
Sign Off
Trainee Trainer
“Classroom-Style” Training with BQL
Job Description Discussion
Review Bartender Learner Guide
Review Signature Recipes Provide trainee with a copy of all signature recipes
Practical Training with BQL
Work With Bartender (BQL) Throughout Service 50% trainer and 50% trainee
Opening/ changeover/ closing routine
Bar line check
Signature recipes
Make drinks as needed
Serve the wood
Blind read procedures
Feedback from BQL Discuss Trainee’s Performance Enjoy 2 popular signature cocktails or martinis during discussion
Trainee describes what s/he tastes
Trainee explains what s/he likes about the drinks
Trainee defines who might love the drinks and why
Preparation Assign Study Materials for the Next Shift
Study Bartender Learner Guide
Study signature recipes
Comments:
_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________
Learner Guide
Page 12 of 12
Bartender Training Day 9
Sign Off
Trainee Trainer
“Classroom-Style” Training with BQL
Review Day 8 Discussion
Review Signature Recipes
Practical Training with BQL
Work With Bartender (BQL) Throughout Service 20% trainer and 80% trainee
Opening/ changeover/ closing routine
Bar line check
Signature recipes
Make drinks as needed
Serve the wood
Blind read procedures
VLT procedures (if applicable)
Feedback from BQL Discuss Trainee’s Performance Enjoy 2 popular signature cocktails or martinis during discussion
Trainee describes what s/he tastes
Trainee explains what s/he likes about the drinks
Trainee defines who might love the drinks and why
Preparation Assign Study Materials for the Next Shift
Study Bartender Learner Guide
Study signature recipes
Quiz(zes) Bartender Quiz pass (≥85%) rewrite
Comments:
_________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________