• Supportive

• Comfortable

• Team-based

The Boston Pizza Environment

Three Pillars Strategy

1. Commitment to continually enhance the Boston Pizza brand.

2. Commitment to Franchisee profitability.

3. Commitment to continually improve the Guest experience.

The Problem

Menu items are frequently being brought to the table cold and out of order.

Training Session Goal

To improve your knowledge and skills

so that you will be aware of

food preparation times and

proper steps of service to manage time more wisely and work together in a

supportive team environment.

What This Means for Our Boston Pizza

You will help to contribute to our

franchise’s efficiency and profitability, and

ultimately our success.

Discussion

What do you think time management means in a restaurant setting?

Why is time management important at Boston Pizza?

Time Management

• Time Management benefits the server• Enhances their quality of service which tends

to increase tips!• Effective TM allows servers to assist others

when needed• Helps to avoid making errors• Helps to stay organized

• Decreases server stress

• There are steps of service that will help servers to organize and manage their time effectively

• They help you to correctly time food, when it should be punched in, and ensure that all food is delivered hot!

Assessment

• Arrange yourselves into groups of 4-6

• Place the scrambled Steps of Service in the correct order of importance.

20 Steps of Service

1. Introduce yourself and acknowledge your guest within 90 seconds.

2. Greet the table and ask the guests for their drink order.

3. Have drinks properly garnished and delivered to the table within 3 minutes.

4. Inform guests on any promotions or specials that are currently taking place.

6. Remove all menus.

7. Survey and maintain (drink re-fills, bring side plates, condiments and pedestal, remove empty glassware, etc.)

5. Take the food order (once the menus are closed is a good rule of thumb).a) Offer appetizers.b) Be confident, use positive body language including nodding and words.(i.e. “good choice” or “my favourite”, etc.)You are a salesperson, not a walking, talking vending machine.

8. Inform your guests about your steps of service, (“I’ll be right back with your drinks, appetizers”, etc.)

9. Timing of mealsa) Time it to the longest item.b) Meals should be served no longer than 5 minutes after the appetizers are cleared. c) It is your responsibility to inform a manager if it has taken more than 15 minutes from the time you ordered the food to come to the window.

10. Serving the main coursea) Once again survey and maintain.b) Offer a second drink.

11. Quality check. Listen to the answer. “Fine” does not create raving fans.a. Ask within 2 or 3 bites (60 seconds max).b. And again halfway through the meal.

12. Clear plates and utensils. Perform final quality check.

13. Identify our dessert menu and describe a selection.

14. Offer coffee or tea.

15. Always offer ice cream.

16. Present the billfold.

17. Making change (thank you, I’ll be right back with your change). Please do not ever ask the guest if they would like or need change for a bill.

18. Smile, say “thank you” once again. If the guest uses a credit card please address them by their name.

19. Service does not stop until the guest leaves the building. Always greet everyone in passing every time.

20. Clear your table of any plates, utensils or garbage. Clean with spray and re-set for the next guests.

Cooking Times

Menu Item Cooking Time

Salads 2 minutes

Spinach Dip 2 minutes

Pasta 2 minutes

Breads 3 minutes

Sandwiches 3 minutes

Wings 7 minutes

Pizza 7 minutes

Ribs 7 minutes

Steak 8-12 minutes

Questions

Thank you!