Server Manual

Updated 07.12.2022
 Table of Contents

Training ............................................................................................................................1

Server Shift Execution ......................................................................................................2

12 Steps of Stealth Team Service .....................................................................................5

Team Service Standards ..................................................................................................6

Responsible Alcohol Service ............................................................................................9

Shadow #1 | Steps 1 – 4 .................................................................................................12

Shadow #2 | Steps 5 – 8 .................................................................................................16

Shadow #3 | Steps 9 – 12 ...............................................................................................21

Shadow #4 | Problem Resolution ....................................................................................25

Server Final Training Shift Manager Endorsement..........................................................27

 Training

Training Overview
Experienced server coaches and managers will conduct your server training. This
manual will serve as a tool for your training. It includes a variety of information that you
will be responsible for knowing, however, it is not all-inclusive. Sometimes you will
encounter new situations that are not included in your training. Refer to our core values
to help you make a decision, specifically, “We exist to provide happiness to our guests
and GARStars!”

You will be emailed your personalized training schedule. GAR designed each shift so
that you will learn specific skills that will assist you in providing our guests with outstanding
dining experiences.

Training Evaluation and Manager Endorsement

After you complete all training shifts, you will complete the training evaluation in
Cornerstone. At the conclusion of your final training shift, you will meet with one of your
managers to ensure that you are ready to take your own tables. The final training shift
manager endorsement will consist of the following:
▪ The manager will conduct a check of your knowledge. A list of possible questions
is found in this packet.
▪ Your permanent work schedule will be accessible in HotSchedules at this time.

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 Server Shift Execution

Shift Meeting
Before every shift, servers will gather with a manager for shift meeting. Be on time, in
your full uniform, and be prepared to participate. You will demonstrate hospitality,
technical service, knowledge of food and wine, and daily features. You must be 100%
ready to greet guests before the shift meeting begins.

Following shift meeting, you will be responsible for station set up including:
▪ Cleaning and polishing tables including the area underneath the tables
▪ Rolling silverware, polishing glassware, cleaning appetizer plates, and filling salt
and sugar containers
▪ Cleaning and crumbing chairs and booth seats
▪ Placing chairs in correct positions at free-standing tables
▪ Cleaning and displaying table cards that showcase special events and dessert
menus

Server Hospitality
Approach tables with confidence and a smile. Wait for guests to recognize you and then
greet the table appropriately. Make eye contact when interacting with guests. It conveys
confidence and warmth. Stand up straight. Do not lean on the table or the coat hooks or
kneel by the table. If you or the guests are having trouble hearing you may lean down to
get closer to the guests. Speak clearly and distinctly. Project your voice and be sincere,
not rushed or impatient.

When you leave the table, let the guests know what will happen next. For example, let
the guests know if someone will be by shortly with the rest of their entrées. Ask if there
is anything else you can get the guests. Your number one priority is to ensure that the
guests are highly satisfied. Your body language and demeanor should be confident,
genuine, and happy. We hired you because we know you can provide excellent
hospitality.

When clearing tables, be mindful of the noise that you are making and do not bring
attention to yourself. Our stealth service is seamless and silent.

Give guests right of way with grace. Guests should have the right of way 100% of the
time. Standing aside and letting our guests pass us is one way for us to show our guests
how important they are to us. Your body language should NOT demonstrate that you are
in a hurry or that you wish the guests would hurry up.

Be aware of your tables. When guests leave the table during the meal, pick up their
napkin, fold it into a rectangle, and place it to the left of the guest’s plate. Replace the
napkin with a new one if necessary.

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Seating Rotation
Seating our guests quickly, courteously, and efficiently is our number one priority.
Rotation prevents us from overwhelming the servers and the kitchen and helps us turn
tables evenly throughout the shift. Hospitality leaders (HLs) are the first servers on each
shift, and their tables are seated first.
▪ HLs receive two tables before any other server is seated. After that, we maintain
rotation throughout the shift.
▪ When shift meeting is over, stations should be seated as evenly as possible.
▪ If a guest requests a certain server’s section, we will seat them as close to their
reservation as possible. We will not compromise other guests to accommodate
that request. We will sit them in the next available table in that section at that time.
▪ No server is to have more than four tables at any given time.

Sidework
Although servers have specific ongoing and closing sidework, everyone is responsible for
keeping the restaurant clean, stocked, and organized. If you see the coffee or tea getting
low, brew more. If the printer ran out of paper while you were using it, replace the roll. If
you are in the restroom, do a best in biz restroom check. If you sold the last of something,
tell everyone it is 86’d, and if you make a mess, clean it up.

See the restaurant’s sidework book for details about the area for which you are
responsible. There are four different areas of sidework.
▪ BIG (Bar, Ice, Glass) includes service bar, beer coolers, ice bins, and service lane.
▪ Side stand includes restocking silverware, rollups, appetizer plates, and other
supplies.
▪ Silverware and linens (Expo) includes trash, credit linen, polishing silverware, and
cleaning the sorting and polishing area.
▪ CTB (Coffee, Tea, Bread) includes emptying, wiping, flowing, and restocking
coffee, tea, and garnishes.

Closing Duties
When you are cut, it means that you will not be seated again that shift. It does not mean
that your shift is over. As long as you are on the clock, you are a working member of the
team, and you must run food, greet tables, flow, etc. When your station is closed, there
is a specific order in which you finish your shift.
1. Spec out open tables. Keep an eye on working tables and continue to take care
of surrounding tables just as you do throughout the shift.
2. Begin your sidework. If you still have working tables, check on them every two
minutes.
3. Flow through the HL sections and take care of any guest needs.
4. Ask an HL if there is anything you can do for them, so that they can check you out.
Fix any mistakes.
5. Complete your cashout and have the HL sign you out.
6. Turn in your cashout while in uniform. Wait for them to count the cash, and then
clock out.

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Cashout Procedure
A hospitality leader or manager will sign off on all cashouts at the end of each shift. A
manager must make any necessary corrections to a cashout.
▪ A manager must sign all promos and friend checks while the guest is still present.
▪ Managers verify gift cards, BOG cards, and house cards.
▪ All credit cards must be 100% accurate. All slips have to be reconciled for
accuracy and math.
▪ A manager must sign off on any discrepancies. Any discrepancies that a manager
does not sign off on may lead to suspension or termination.
▪ The credit card tape totals and the number of credit card slips must match the
cashout exactly. It should also have the server’s name, date, and POSi number.
▪ After checking their own cashout for accuracy, the server then brings all of the
paperwork to the HL to sign off. Once signed off, the server will bring their signed
paperwork to the manager to turn in the cash that is owed to the restaurant.
▪ If the cashout indicates that the server is owed money according to the cash to
remit line of the cashout the server will receive that money via Branch.

Guidelines for Transferring Checks

It is the manager’s decision to transfer checks if you meet the following criteria:
▪ The server has completed all sidework and spec’d out all possible tables.
▪ The server to whom the check is transferred must agree to take the table, have
only one or two working tables, and be stationed in the same area as the table of
extended stay guests. Checks do not always have to be transferred to a hospitality
leader, especially if there are other servers in the area still waiting on guests.
▪ Servers who transfer a check to someone else may not hang out. They must leave
the building. If guests have already paid, servers may ask the hospitality leader to
bus and prepare the table in exchange for helping the hospitality leader out with
something else.
▪ You should close your check after taking payment.

When waiting for longer dining guests to pay and leave, servers and hospitality leaders
should continue to flow in that section every 3-5 minutes. Serve the table with coffee and
water until the guests refuse additional coffee and water service. Continue to pre-bus
until you cannot remove anything further. At that point at least one server should remain
in the dining room at all times to be available to the guests when they are ready to pay.
Do not hover over the table.

Do not sweep under tables that are next to or directly across from the table. This is
disruptive to the guests and may make them feel rushed. It is not acceptable to remove
the condiments from the table where the guests are sitting. It is not acceptable to set app
plates, roll ups, etc. for the table to be prepared on the booth across the aisle, thereby
giving the guests the impression that we are ready for them to leave.

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 12 Steps of Stealth Team Service

We read guest cues in order to deliver genuine hospitality and connect with each guest.
We seamlessly deliver all steps of stealth team service.

1. Greet all parties within 30 seconds. Share daily features. Suggestively sell beverages,
appetizers and bread.

2. Deliver all drink orders within two minutes.

3. Upon returning with the first round of drinks, take the entire order when possible.

4. Ring all orders into POSi within two minutes using the proper sequence and position
number.

5. Properly time courses to arrive just as the previous course is finished.

6. Ensure order accuracy and attend to guests’ needs upon delivery of food.

7. Quality check within two minutes, or within two bites, of every course to ensure guest
satisfaction. If guests are not satisfied, start a solution and get the manager involved.

8. Maintain table appearance by pre-bussing. Check drink levels and offer refills when
a glass is 1/3 full. Proper pre-bussing will leave only one round of glassware and
linens.

9. Feature dessert upon clearing the last entrée plate. Suggestively sell desserts.

10. Present the check after dessert is quality checked, with coffees, or after guests refuse
dessert and coffee. Always let the guests know the check is there for their
convenience.

11. Pick up payment within one minute of a guest placing it on the table. Return change
or the credit card voucher within three minutes.

12. Thank all guests (by name if they paid with a debit or credit card) with a warm farewell
and an invitation to return. Make sure guests are completely satisfied before they
leave the restaurant. 110% satisfaction is our goal.

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 Team Service Standards

The Golden Rule of Team Service

When another server is helping guests in your station, help the guests in their station.

Top Priorities of Team Service

1. Greets
2. First Rounds
3. Running Food

Communication
Communication is the key to success in stealth team service. Anytime you do something
for other servers, you should let them know, so that they do not waste their time racing
off to do what you have already done. If you think you might have suggestively sold
something to another server’s table, let them know so they can close the sale when they
return to their table. If you take care of a problem at another server’s table, communicate
that to the server, so that they do not have to run all over the restaurant trying to find out
what happened.

Station Control
Always pay attention to the flow of business. Look at the door and expo, and determine
where you can help. If you have a full section run food or help with sidework for two
minutes. We want at least one server in the row to take care of our guests and have other
servers back to run food or work on sidework and rollups.

Flowing
Before leaving the dining room, communicate with your teammates and flow to the
kitchen. When flowing look for pre-bussing opportunities, refills, and guest cues.

Never ignore a guest because you do not have time to help them. Approach the table
and take care of their immediate needs, and then pass off the rest to another server, or
approach the table and let them know you will send someone over to take care of them.

Asking for Help and Helping Others

You must ask for help in the following situations:
▪ You are unable to complete all of the tasks you have taken on in one trip to the
kitchen/dish room and one trip back to the dining room on your own.
▪ You are unable to carry out all the tasks you have taken on in spec time.

When asking for help, be specific. Do not shout, “Can anyone help me?” Pass off things
that will not commit another server to the table for a long time. Pass off things that are
outside of your station before you pass off things in your station.

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Only ask if anyone needs help if your station is completely set. You should not offer to
help if your station is in a state of disarray. You should only agree to help if you have time
to complete whatever a server might ask of you. In other words, you cannot ask if
someone needs help and then say you do not have time. If someone asks for your help
do not agree and then pass the task off to someone else. It would be better to say you
do not have time.

Full Hands In and Full Hands Out

You must have full hands every time you leave the dining room, kitchen, and dish room.
▪ Leave the dining room with hands full of dirty dishes, glassware, and silverware.
Go to the dish room.
▪ Bring around clean plateware, glassware, and silverware every time you leave the
dish room.
▪ Return to the dining room with food, drinks, or supplies.

Dish Room Standards

Breaking Down Dishes
▪ Scrape all garbage into trash cans.
▪ Dump all contents of glasses into the ice filter.
▪ Stack plates according to like size and shape.
▪ Place glassware in appropriate racks.
▪ If you place the last glass in the rack, flip it over and state, “rack over”. Wait for
the dishwasher to take it and then set up an empty rack.
▪ Place silverware so that it soaks in the water with prongs down or on a flat rack.
▪ Pull the silver rack as soon as it is half full, not when it is totally full.
▪ Wash your hands.

Drop and Flow

▪ When there are two people already in the dish room when you enter, state, “drop
and flow”.
▪ The person who entered the dish room first should leave the dirty dishes, flow
clean dishware and glassware, and then follow through with their task.
▪ The person who declared drop and flow will break down those dishes in addition
to theirs.

Flowing Clean Dishes

▪ After bringing clean plates and glassware around, put them away.
▪ Marry glass racks and return empty racks to the dish room.

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BR60 and Bussing Tables
Our goal is to bus and reseat a table within 60 seconds. It is the server’s responsibility
to bus and reset tables. It is the Hosts responsibility to seat the tables. Hosts and runners
will assist with BR60 when we are on a wait.

Bussing Basics
▪ If you see a table that needs to be bussed, bring the necessary supplies to bus it.
Pick up a BR60 kit that consists of two trays, a blue chix towel, rollups, and
appetizer plates, and take it with you to the table.
▪ If it is not your table, leave the tip and/or credit card voucher at the table.
▪ Always use a tray to bus tables and never stick your fingers in glasses to bus a
table.

The table is not ready to be seated until the following tasks are complete:
▪ Wipe down the entire table, including seats and behind the condiments
▪ Sweep the floor
▪ Prepare the table for the next guest

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 Responsible Alcohol Service

Carding
It is illegal to serve an alcoholic beverage to anyone under the age of 21. If asked, guests
must be able to show ID proving they are over the age of 21. The five acceptable forms
of identification are:
▪ U.S. driver’s license
▪ State issued photo ID
▪ Military ID with picture
▪ U.S. passport
▪ International passport

Expired IDs are only valid if accompanied by an original receipt from the DMV/MVA stating
their new license is in the mail. Remember “Every Bar Serves Patrón” and review
identification in this order:
▪ Expiration date
▪ Birth date
▪ Signature
▪ Photo

As a server of alcohol, you are expected to card everyone who looks younger than 30.
Our menus state, “We card everyone under the age of 26. If we forget, please ask for a
manager”. If the guest is older than 21, but younger than 26, the GARStar who neglected
to card will be suspended the first time and terminated the second time.

Servers must see all IDs when someone orders more than one drink. If a legal guest
shares a drink with a minor, contact a manager immediately. If someone serves alcohol
to a guest younger than 21, the person who served the drink will be terminated. The
server who delivers the drink is responsible for ensuring that the guests have been
carded, and it is that server who will be arrested by ABC/ABS if they deliver a drink to an
underage patron. Do not pass off drink orders and always communicate with others about
whether or not guests have been carded.

When guests move from the bar to the dining room with alcoholic drinks, and then order
another round, they must be re-carded if they appear to be younger than 30.

If any guest has a question or complaint about our policy, get a manager involved.
Managers will back up the server’s initial decision not to serve a guest who does not have
an ID. If a guest appears to be old enough to drink, but an ID is not furnished, it will be
the manager’s decision about whether to serve the guest and the manager will deliver the
drink.

Checking IDs
Be aware that the use of false IDs by underage people is a widespread and serious
problem. The DMV and MVA no longer confiscate expired IDs when they are renewed.

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In order to ensure that we do not accept expired licenses as fakes, please be diligent
about looking at both the expiration date and the photo when checking a driver’s license.

The three types of false IDs are:

▪ Altered ID: This type of ID has been physically changed after it was issued.
Typically, only the birth date and year are altered.
▪ Counterfeit ID: This type of ID may appear valid, but it is totally fraudulent.
▪ Someone else’s ID: In this case, the ID is authentic, but it does not belong to the
person presenting it. In determining whether it is authentic, you should examine it
closely.

If you have any doubts about a person’s age after examining their ID, do not make the
sale. It is much better to say “No” than it is to risk a violation that would mean a fine,
suspension, or even loss of your ABC or ABS license.

Identifying Intoxicated Guests

It is against the law to serve alcohol to an intoxicated guest. Common signs of intoxication
to look for are:
▪ Impaired vision or speech
▪ Lack of concentration
▪ Clumsy actions such as difficulty walking or holding a drink
▪ Red or watery eyes
▪ Appear disoriented
▪ Overly loud and friendly or overly quiet and subdued

Discourage guests from ordering shooters and doing straight shots, and do not let more
than two drinks stack up in front of a guest.

Dealing with Intoxicated Guests

If a guest has not been served a drink in our restaurant, but is intoxicated, it is against the
law to serve them alcohol. If a server makes a decision to cut a guest off because the
guest is intoxicated, the manager on duty and the other servers should be informed prior
to cutting off the guest. Managers will always support the decision of a server or bartender
to cut someone off. When cutting off a guest, use the following guidelines:
▪ Be discreet.
▪ Use a friend of the guest.
▪ Do not come across as righteous.
▪ Thank them for coming in.
▪ Deflect on yourself – “I do not feel comfortable serving you”.
▪ Be on the guest’s side.
▪ Always get a manager involved prior to cutting off a guest.
▪ There is a 3 drink maximum for GARStars when drinking in a GAR restaurant/bar.
▪ If the intoxicated guest is a GARStar, notify your MP.

It is the server’s duty to get a manager involved to make sure that an intoxicated guest
does not get in a car and drive. A manager will help call a cab or find a sober driver.

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Never blame local officials or agencies if we refuse someone admittance to our restaurant
or decide not to serve an individual because they are underage or they are intoxicated.
We are fulfilling our responsibility to the state and the community.

Our liquor licenses are a privilege that can be revoked for violating any of the regulations.
Failure to enforce ABC laws in Virginia and ABS laws in Maryland are grounds for
termination.

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 Shadow #1 | Steps 1 – 4

Objectives
By the end of this training shift, you will be able to do the following:
▪ Identify flow patterns, explain why they are important, and demonstrate guest right
of way
▪ Perform at least 5 GAR greets with confidence
▪ Identify glassware and garnish used for each beverage
▪ Deliver drinks and bread service to at least 4 tables
▪ Take and repeat back orders for at least 3 tables
▪ Ring in at least 3 orders with proper course timing
▪ Demonstrate full hands in/full hands out
▪ Describe dish room procedures and etiquette
▪ Complete at least 3 outstanding BR60s
▪ Host Skill: Learn how to gracefully guide guests to the greeter
▪ Host Skill: Learn how to properly seat a guest

Step 1 – Greet all parties within 30 seconds. Share daily features.

Suggestively sell beverages, appetizers and bread.

Team Service
The greet sets the tone and expectation for the entire dining experience. Greeting is
everyone’s responsibility, regardless of station assignment. Never perform a double greet
(greet two tables back to back). If you cannot greet a table yourself, stop by the table and
let the guests know that someone will be right with them. If you are greeting another
server’s table, please remember to do the following:
▪ Communicate with your teammates before going back and/or let the primary server
know you are on their first round, so that the primary server can be in your section
(the golden rule)
▪ Only feature the table if the party is complete
▪ DO NOT stop by another table after greeting a table. Communicate with your
teammate where your other tables are in their dining experience.

Greeting
A slip of paper under the B&B plate indicates a table needs to be greeted. The slip of
paper is known as the “guest check”. A folded guest check signals to your row mates
that the table is a partial and is waiting for more guests to join. You can use the guest
check to write down orders. Special notes like birthdays and allergies are left on the greet
slip too. Please make sure to acknowledge these notes.

We welcome our guests by using phrases such as:

▪ “Welcome to...”
▪ “Good evening...”
▪ “Thank you for joining us this evening.”

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Suggestively sell features. Some potential phrases include:
▪ “We are featuring an outstanding fresh catch...”
▪ “I would highly recommend...”
▪ “In addition to the menu, we are featuring...”

Share the market price of items on the menu, and then obtain a drink order by suggesting
a beverage. Possible phrases to use include:
▪ “On the back of the menu, you’ll see our wine list.”
▪ “In addition to our full-service bar, we also offer freshly squeezed lemonade.”

Obtain an appetizer order if possible by using a phrase such as:

▪ “Our most popular appetizer is...”
▪ “I will be right back with your drinks. While you are deciding, a great appetizer to
share is...”

Bread Service
After the guest places or denies an appetizer order, ask if the guest would like to order
bread by saying, “Would you like to order a basket of bread?”
If the guest answers yes, they will then ask, “Would you prefer Ozzie Rolls, Best Buns
Bread or an assortment?”
▪ We will always bring out more bread upon request; again ask which type of bread
they prefer.
▪ Do not exceed eight total pieces in one basket. One butter per basket.

You may deliver bread after first round drinks if bread is not ready.

Step 2 – Deliver all drink orders within two minutes.

Team Service
If you are getting refills on a first round, pass off refills to another server in your section.
Do not pass off first rounds. Whomever greets the table, delivers the drinks. If there are
two or more servers waiting at service bar, consolidate. Send out first round waters for
both tables with one server while the other server waits for the bar drinks for both tables.

Delivering Drinks
Place drinks to the right of the guest, about ten inches from the edge of the table (where
the guest’s wrist would naturally fall). Please remember the following when serving drinks:
▪ Handle glasses by the bottom third of the glass, never near the rim.
▪ Serve ladies’ drinks first.
▪ Carry all glasses on a tray.
▪ The only drink that we automatically serve with lemon is unsweetened iced tea. If
a guest requests lemon after receiving their drink, bring one lemon slice on an
appetizer plate.
▪ Straws are available upon request only. Do not carry them in your apron.

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 ▪ Always carry a tray with you. Hold the tray in one hand and pass out drinks with
the other. Never put the tray down on a table or ledge.
▪ All servers should carry a few beverage napkins in their apron. Use beverage
napkins to crumb the table as necessary and wipe up any condensation left by
glassware. Do not use them under glasses unless requested by the guest.

Water
▪ Automatically deliver water to all guests who order wine, liquor, tea, or coffee.
▪ Refill water glasses in your hand with a pitcher, not on the table.

Coffee Service
▪ Always ask guests if they would like cream when they order coffee.
▪ If guests would like cream, serve creamer slightly over ½ full.
▪ If two guests would like cream, serve one full creamer.
▪ If three guests would like cream, serve two full creamers.

Refills
▪ Automatically refill water, iced tea, and soda when the glass is 1/3 full. You do not
have to ask, just bring it.
▪ For second rounds of all other drinks, ask guests if they would care for another
drink when the glass is 1/3 full.

Step 3 – Upon returning with the first round of drinks, take the entire
order when possible.

Team Service
If you deliver first round drinks, it is your responsibility to take the order if the guests are
ready.

Taking Orders
Please follow the guidelines below when taking orders:
▪ Take ladies’ orders first every time when taking beverage and food orders.
▪ Always write everything down and make sure to include all position numbers with
ladies’ positions noted.
▪ Ask for temperatures on steaks, burgers, salmon, and tuna and always describe
temperatures to the guest.
▪ If guests order an appetizer and a starter salad at the same time, we assume that
they would like to enjoy their appetizer first, then their salad, followed by their
entrée unless the guest specifies otherwise. You do not need to ask about course
timing.
▪ Always repeat orders back to each individual to verify their order as you take each
order.
▪ Ask guests if they would like kids’ food to come out first.

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 ▪ Communicate all allergies to the expo manager and dining room manager prior to
ringing in the order. Select the name of the manager from the team name screen
to indicate to expo which manager has spoken to the guest.

Words to use include:

▪ “May I answer any questions about the menu for you?”
▪ “Would you like me to describe anything on the menu for you?”
▪ “We’ve sold out of...”

Words to lose include:

▪ “Are you ready to order?”
▪ “May I take your order?”
▪ “... was very popular tonight. We have sold the last one. ... is a great substitute”.

Step 4 – Ring all orders into POSi within two minutes using the proper
sequence and position number.
Select position numbers for every food and beverage item you enter in POSi. Position
numbers enable the expeditor to send the plates out in order and they allow the food
runner to deliver the food to the correct guest without auctioning the food. In addition,
use the following guidelines to ring in orders:
▪ Use the view/edit button before sending it to verify every item is in and modifiers
are accurate.
▪ Use the “next” button to view all of your tables’ checks and see where each table
is in their dining experience.
▪ If you capture the first course order at the greet, take out first round drinks, and
then immediately send the first course order.
▪ If you are ringing in an order for another server, memo your name (for both food
and beverage) to indicate to expo and the server that you rang in and sent the
order.

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 Shadow #2 | Steps 5 – 8

Objectives
By the end of this training shift, you will be able to do the following:
▪ Use select/send for at least 5 checks
▪ Perform at least 3 quality checks
▪ Demonstrate clear communication with row mates
▪ Demonstrate handing off with grace at least 2 times
▪ Get refills for at least 5 guests
▪ Suggestively sell desserts and coffee, drop the check, and pick up payment for at
least 3 tables
▪ Start a solution and get a manager involved for any issues that arise
▪ Describe a perfect pre-bus and execute a perfect pre-bus on at least 5 tables
▪ Thank all guests and invite them to return
▪ Runner Skill: Properly deliver a three-plate carry
▪ Runner Skill: Attend to guests’ needs upon delivery of food

Step 5 – Properly time courses to arrive just as the previous course is

finished.

Team Service
If a guest is finished with a course, offer to remove the plate and silverware and replace
silverware for the next course. This will make it easier to deliver the next course. Place
dinner forks to the left of the plate and place soup spoons and knives to the right of the
plate with blades facing in.

Preset steak knives before the entrée reaches the table. If the guests are still enjoying
appetizers or a salad, wait until they are finished with that course before replacing the
silverware and dropping steak knives.

If you see a runner taking food to a table that still has plates, follow them to remove the
plates. Our goal is for guests not to move a plate.

Cook-Time of Courses
You must read your guests, understand their pace, be aware of cook times, and be
mindful of the volume of business the kitchen is experiencing.

Guests that are sharing salads will finish more quickly than guests eating their own salads
will. Four people sharing an appetizer will take less time than four people each eating
their own appetizer.

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Each menu item has a different cook time. Understanding cook times is important for
accurately timing courses. Standard cook times are as follows:
▪ Appetizers: 3 – 5 minutes
▪ Salad/Soup: 3 – 5 minutes
▪ Entrées: 10 – 12 minutes
▪ Desserts: 3 – 5 minutes

Course Timing
The primary server is responsible for timing courses, even if another server took the order.
If you are ringing in appetizers, salads, and/or entrées at the same time, use select send
to time the courses by sending selected items first. After a server sends the selected
items, the remaining items will automatically send after about five minutes. You can go
back in to the check to send the other courses or extend the timer.

If your guests are taking longer to enjoy their first course, ring in a water and select send
it. This adds 4 – 5 minutes to the timer before the next course goes to the kitchen. If the
main course goes to the kitchen before your guests are ready, let the manager on expo
know to slow down the entrees.

Time courses to arrive just as the guests are finishing their previous course. If there is
no previous course, then entrées should arrive within 12 minutes of placing the order at
lunch and within 14 minutes of placing the order at dinner.

Step 6 – Ensure order accuracy and attend to guests’ needs upon

delivery of food.

Team Service
It is everyone’s job to run food. Any time you enter the kitchen, check to see if you can
take food out. Full hands in and full hands out.

Running Food
The priorities of running food are as follows:
1. Recooks
2. Follows
3. Entrées
4. Salads/Appetizers
5. Desserts
6. Bread/Chips

Always read the ticket. Look at the table number, position number followed by item,
temperature, and modifications/allergies.

Be proud of every plate that you serve. You are the final quality check before the food
reaches the table. Double-check the following:

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 ▪ Does the food in the window match the ticket?
▪ Are modifiers and/or substitutions correct?
▪ Are the plates clean?
▪ Are hot plates hot and cold plates cold?

Remember the following when you are running food:

▪ Before you leave the kitchen, memorize table numbers and position numbers.
▪ Pick up plates in the correct order to accomplish cross serving and serving ladies
first.
▪ Place proteins directly in front of the guest at 6:00.
▪ If you take all the items on the ticket in one trip, stab the ticket.
▪ If you cannot take all of the items on the ticket in one trip, cross off what you are
taking. Leave the ticket with the rest of the food and call for a follow.
▪ All items on a check must be ready before running any items to a table.
▪ If you only have one hand to run food, focus on appetizers, starter salads, and
desserts.

Delivering Plates
Discretely and silently preview the table to make sure the table is prepared for the course
you are delivering. Be sure the guest is finished with their previous course and plates
have been removed from the table. If there is no room on the table to deliver the plates
gracefully, walk past the table with the plates and find a server or manager to pre-bus the
table. If the guest is still enjoying their previous course, return to the kitchen with the
plates and notify the manager on expo immediately.

As you approach the table, say, “Good afternoon” or “good evening” to the guests. Always
serve ladies first and announce food as you set it in front of the guest. Use the full name
of the item and announce the temperature and modifiers. Use the following phrases:
▪ “This is the Hot Spinach and Artichoke Dip.”
▪ “This is the medium Drunken Ribeye.”
▪ “Enjoy the Roast Chicken Salad.”
▪ “Is there anything else I may bring for you?”
▪ “Enjoy your dinner/appetizer/salad.”

Do not use the following phrases:

▪ “This is the spin dip.”
▪ “Are you all set?”
▪ “Do you want anything else?”

When delivering food to guests at the bar, deliver food from the outside of the bar and
serve the guest from the left.

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When delivering the last plate after every course, survey the table and ask, “Is there
anything else I may get for you?” If the guest is in need of anything, the person who ran
the food has the responsibility of following through. Take the table as far as it can go
when delivering food. Before you walk away, look at the table and ask yourself the
following:
▪ Do they have the proper utensils for the course?
▪ Do they need more water, beverages, cocktails, or wine?
▪ Are there any plates, baskets, bowls, silverware, or glasses that can be bussed?

Step 7 – Quality check within two minutes or within two bites of every
course to ensure guest satisfaction. If guests are not satisfied, start a
solution and get the manager involved.

Quality Check
When you check in, look at the table to make sure everything is in place. Throughout the
meal, read and respond to cues from the guest to confirm that they are happy. Potential
phrases for a quality check include:
▪ “How are you enjoying your entrées?”
▪ “How are you enjoying your Jambalaya Pasta?”

Phrases to avoid include:

▪ “How is everything?”
▪ “How is it?”
▪ “Is everything OK/alright/good?”

Reading Guest Cues

Constantly monitor guests’ faces and take cues from their body language and actions.
Responding quickly can mean the difference between a good guest experience and a
great guest experience. Several easily recognized cues are:
▪ Rubbernecking: If a guest is looking around, stop and ask what you can do to help.
▪ Shaking/tapping a glass: If the guest’s drink is empty, get them a refill.
▪ Standing up: The guest is ready to go and needs your attention.
▪ Long stare at food or pause when their food arrives: The guest has a question
about the food.

Get a manager involved right away if you sense that a guest is dissatisfied.

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 Step 8 – Maintain table appearance by pre-bussing. Check drink
levels and offer refills when a glass is 1/3 full. Proper pre-bussing will
leave only one round of glassware and linens.

Team Service
When you see servers with their hands full while talking to guests, gracefully take any
plates, glassware, or silverware from the server, so that they may continue to speak to
the guests. If you are the one handing off, do not stop to thank the other team member.
This act should appear seamless and natural to guests.

If a guest would like to keep their plates, communicate that with your teammates. We do
not want guests to feel rushed or disrupt their dining experience. This is called “red
flagging” a table.

Pre-Bussing Tables
Pre-bussing keeps the table clean and accessible. If you are pre-bussing something
obvious like a straw wrapper, there is no need to interrupt the guest. For other items,
such as salad or appetizer plates, ask the guest for permission before removing. Words
to use include:
▪ “May I clear this plate/glass/silverware for you?”
▪ “How did you enjoy your...?”

Words to lose include:

▪ “Are you all finished?”
▪ “Are you done with that?”

If guests have requested to have their bread, appetizers, or salads left on the table when
their entrées arrive, check back about halfway through the meal to see if you can clear
them. Communicate with your row mates so they don’t try to remove the items.

If guests appear to be finished with their entrées, ask permission to clear the items from
the table. Boxes are available upon request. If a guest accidentally leaves a box on the
table, take note of the time and leave the box in the designated location. We will hold the
item for 15 minutes to see if the guest returns.

When clearing booths, do not armpit the guest. Use the arm on the opposite side of your
body from the guest. At tables, always remove from the right. Whenever possible, do
not backhand the guest. Use a beverage napkin to wipe the table free of crumbs.

Stack plates in your hands starting with the largest plate first. Never stack plates on the
table or scrape unfinished food from one plate to another in the dining room. Never stick
your fingers in glasses or carry wine glasses upside down. Keep all silver in one hand
under the plates, so that the plates will stack easier and carry linens under your arm, not
stacked on the plates. Get everything off the table as quickly as possible. If you cannot
get it all in one trip, ask another server to finish pre-bussing.

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 Shadow #3 | Steps 9 – 12

Objectives
By the end of this training shift, you will be able to do the following:
▪ Describe a “plus one”
▪ Identify non-verbal guest cues
▪ Ring in all orders with coach’s support to ensure 100% accuracy and properly
timed courses
▪ Fold guests’ napkins when they are absent
▪ Locate row mates at all times and let row mates know where you’re going and
where each table is in their dining experience every time you leave the row
▪ Identify steps to take when a guest doesn’t like an item
▪ Role play: A declined credit card payment
▪ Identify appropriate times to work on sidework

Step 9 – Feature dessert upon clearing the last entrée plate.

Suggestively sell desserts.

Team Service
Whoever removes the last plate is responsible for featuring desserts or presenting the
check if the guests decline dessert. Ask the guests if they would like desserts, coffee,
and/or after dinner drinks.

Dessert Basics
Feature a dessert at every table. It is not enough to point out the dessert menu at the
table.

Any dessert with ice cream gets a spoon. All others get a fork. Before the dessert arrives,
place dessert utensils above where the dessert plate will sit. The fork handle should face
to the left and the spoon handle should face to the right.

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 Step 10 – Present the check after dessert is quality checked, with
coffees, or after guest refuses dessert and coffee. Always let the
guests know the check is there for their convenience.

Dropping Checks
Guests should never have to ask for their check. The primary server should have an
updated copy of their tables’ checks on them at all times. When dropping the check,
leave the check in a central location on the table, unless a guest specifically asks for it,
and let the guest know that it is there for their convenience. Thank everyone at the table,
not just the person paying the check, and do not stop serving them. Keep their drinks
refilled, table pre-bussed, and the guests smiling.

You may say:

▪ “I’m leaving this here for your convenience.”
▪ “I’ll be right back with your change.”

Do not say:
▪ “I’ll take this for you as soon as you are ready.”
▪ “Do you need change?”

You may circle the total, write “Thank you” on the check, or sign your name if you wish.
Do not write anything else on the check.

You may drop a check at one of these three times:

1. Immediately after the guest refuses desserts and/or coffee
2. When you complete a quality check on desserts
3. With coffee or after dinner drinks if they did not order desserts

We are happy to accommodate individual separate checks for parties less than eight. If
a party of eight or more requests separate checks, we will be happy to present one check
per table. Guests are welcome to use multiple forms of payment to settle any check
regardless of whether the check is separated.

Promos
If we are buying some of a guest’s meal or the whole meal, it should not appear on their
final check. Void those items and re-ring them on a different check. A manager must
sign this printed check before the guests leave the restaurant.

First Time Guests

When you drop the check for first time guests, present them with a GAR rack card. Invite
them to visit your restaurant or another GAR location soon. This will leave the guest
feeling as if they are a part of something special.
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 Step 11 – Pick up payment within one minute of a guest placing it on
the table. Return change or the credit card voucher within three
minutes.

Cash Payments
For everyone’s protection, you may only make change for cash payments for your own
tables. If you see guests at another server’s table who would like to pay with cash, please
find that server to collect the payment and make the change. Please do not remove cash
tips from other servers’ tables.

It is your responsibility to make sure that guests pay the entire amount printed on the
check. Collect cash payments immediately in order to correct any mistakes before the
guests leave the restaurant.

Credit Card Payments

Return the credit card to the guest along with the voucher, receipt, and a pen. If the credit
card is declined, return the credit card to the guest and politely explain that the bank did
not accept that credit card. Ask if they have another form of payment. If the guest gets
upset, get a manager.

It is your responsibility to collect the credit card receipt before the guest leaves the
restaurant. If they accidentally take both copies of the receipt, you will lose the tip. You
must also verify the math on the credit card receipt. If there are any discrepancies, get a
manager to sign off on the receipt.

Gift Card Payments

The tops of these cards are black and they do not have any restrictions. If a guest uses
a gift card that has a remaining balance, return the card to the guest for use during a
future visit. The guest may also use the balance towards gratuity.

eGift Card Payments

The guest will present an eGift card voucher in the form of a print out. When a guest
presents the printed eGift voucher for payment, manually type in the card number and
return the voucher as well as the duplicate gift card slips to the guest. The guest signs
one gift card slip, adding a tip if they choose, and the server closes out the check
appropriately.
If the guest has not printed the eGift card voucher, alert a manager. We will offer to print
the eGift card voucher for the guest. We do not accept eGift cards on mobile devices, in
a wallet app, or hand written on a piece of paper.

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Be Our Guest (BOG) Card Payments
The tops of these cards are blue. Guests cannot charge alcohol or gratuity on a BOG
card. If there is a remaining balance on the BOG card, return the card to the guest for
use during a future visit. If the guest uses the full balance of the card, collect the card and
turn it in with your cashout. A manager must check in with any guest using a BOG card.

House Card Payments

The tops of these cards are red. GARStars cannot charge alcohol or gratuity to a house
card. Separate all alcohol from the food and make sure the GARStar is using their house
card during an acceptable time. If they are not, get a manager involved. Managers must
check in with all guests using a house card.

Step 12 – Thank all guests (by name if they paid with a debit or credit
card) with a warm farewell and an invitation to return. Make sure
guests are completely satisfied before they leave the restaurant.
110% satisfaction is our goal.

Team Service
Each GARStar who passes a guest on their way out should make eye contact and say
“thank you” and “goodbye” with a smile.

Exceeding Expectations
It is your responsibility to ensure every guest leaves happy. Get a manager involved
immediately if you believe the guest is not leaving 110% satisfied. Remember, we exist
to provide happiness to our guests and GARStars!

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 Shadow #4 | Problem Resolution

Objectives
By the end of this training shift, you will be able to do the following:
▪ Identify situations that can impact course timing
▪ Describe qualities of a good row mate
▪ Properly time courses and food delivery
▪ Timely and accurate pre-bussing and silverware replacement
▪ Consolidate steps in the dining room and when leaving the kitchen and move with
a sense of urgency
▪ Demonstrate fanatical attention to table maintenance
▪ Thank all guests and invite them to return
▪ Execute the 12 Steps of Stealth team Service with minimal support from the coach

Reading Guest Cues

There are many reasons why guests may not want to mention their dissatisfaction to us.
Sometimes we have to encourage our guests to complain. Often, guests are more than
happy to speak to a manager about what is wrong.

You can usually tell that a guest is dissatisfied or disappointed even if they have not
mentioned anything. Some cues of a dissatisfied guest include:
▪ At the quality check, guests tell you everything is “Fine/ok/good/alright”.
▪ Guests will not make eye contact with you when you ask them a question.
▪ They get very quiet every time you come near them.
▪ The guests are not smiling or do not seem to be enjoying themselves.
▪ The guests are unhappily looking at their watches.
▪ The guests are looking around as if they need something.
▪ The guests are not eating or they are picking at their food.
▪ When you come to the table, they look at one another as if they expect the other
person to say something to you but they do not.

Handling Guest Opportunities

Our goal is to make 100% of our guests happy before they leave the restaurant.
Sometimes this is difficult because the reasons why guests are dissatisfied may be
beyond our control. GARStars should be creative in the ways that we exceed our guests’
expectations and create lifelong guests. Following these general steps helps ensure the
happiness of our guests:
▪ Listen- Allow the guest to express their dissatisfaction. Cutting a guest off while
they are speaking will only antagonize them. If the guest is extremely agitated,
listen politely and then get a manager to assist them. If you do not think that you
can break away, ask one of your teammates to get a manager for you.

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 ▪ Apologize- Any time a guest is upset about ANYTHING, apologize. Sometimes
the guest will be upset because we have not lived up to their expectations. It may
be something we did that caused their experience to be less than perfect, or they
have misunderstood something they saw or heard. If the guest is upset, we should
always apologize.
▪ Start a solution- Once the guest has expressed dissatisfaction and you apologized,
start a solution. A sincere apology by itself can often make the guests happy, and
you may not need to do anything additional. Read the guest’s cues and take it
from there. Often, you can turn the situation around by offering guests appetizers,
soup, salad, or desserts on the house or by removing items from their check. If a
guest does not like an item, remove it from the table while you start a solution.
▪ Get a manager involved- Always get a manager involved as soon as possible.
Even if you believe you solved the problem, you must inform a manager of all guest
opportunities. We want our managers to visit every guest with concerns,
comments, or opportunities. Managers must drop the check at any table with guest
opportunities.

Never blame, complain, or over-explain. Never explain to the guest why their dining
experience was not up to standard, unless the guest specifically requests to know why.
Offering an explanation will only aggravate the situation further. Most guests do not care
why their experience was not perfect. They just want to make it better as soon as
possible.

Manager Guest Connections

Managers must visit every table that experiences one or more of the situations below:
▪ First time guests
▪ The guests were not seated within their quote time
▪ It takes longer than 30 seconds to greet guests
▪ First rounds/refills take longer than two minutes
▪ The delivery of food takes one minute or more above standard
▪ Courses are delivered on top of each other or in the wrong order
▪ There is a long lag time in between courses
▪ Any time an item has to be recooked or a drink remade
▪ The guest’s food was not prepared to their liking or was incorrectly prepared
▪ Bread never arrives or it arrives late
▪ Service was generally slow
▪ Dirty silverware or missing silverware
▪ Foreign object in food or drink
▪ Guest asks for a manager
▪ Allergy is presented at the table

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 Server Final Training Shift Manager Endorsement
The last step on your final shadow shift is to meet with a manager to be endorsed for
solo shifts. Be prepared for the following:

Questions: A manager will select 3 to 5 questions to verify your knowledge in order to

endorse you for solo shifts.

1. What is the Golden Rule of team service?

2. What are the top 3 priorities of team service?
3. What are the steps you take when a guest has an allergy?
4. When is a good time to work on sidework or run food?
5. If a guest orders apps, starter salads and entrees at the same time, how do you
ring it in?
6. What are all the wines we offer by the glass? What are the beers on draft?
7. What is the perfect pre-bus?
8. Share an example of consolidating tasks with a rowmate.
9. When do you feature dessert?
10. Explain a plus one. Share one you experienced during training.
11. Do guests get a free dessert on their birthday?
12. Give me an example of when you would use the “select” button in POSi.

Role Play: A manager will select 2 or 3 scenarios to review with you to verify knowledge
and endorse you for solo shifts.

1. Demonstrate a GAR Great Greet.

2. Suggestively sell me your favorite appetizer.
3. Suggestively sell me one of our signature cocktails. Make sure to list the main
ingredients.
4. The guest says the item delivered is not what they ordered. What do you say?
What are the steps you take?
5. We have just run out of a menu item your guest specifically came in for. What do
you do?
6. What do you do when a guest who orders a drink looks under 30 years old?
7. Describe the following temperatures for steaks and salmon: rare, med rare, med,
med well and well done.
8. What do you do if first round drinks are taking longer than 2 minutes at service
bar?

Final Steps:
1. Verify that your Branch wallet has been activated.
2. Show the manager you are able to access your schedule and verify when your
first solo shift is scheduled.
3. The manager will or will not endorse your completion of training in the
HotSchedules Staff Journal.

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Digitally Signed By: Faythe-Harmony Mullins
Date: Dec-15-2022 [Link] PM EST 12/15/2022
Employee Signature Date