Host Manual2. Busser Manual3. Server Manual

4. Product Training Guide

1

Teamwork

Part of your training may involve spending time learning the

skills and job functions of other departments. Teamwork is an

important part of Ivar’s and your success. Our restaurants are

busy places and you will be asked to fulfill certain duties and

obligations beyond hosting. Being familiar with other job functions

within the restaurant helps build understanding and teamwork. No

one person can do it all. Everyone must work together. Teamwork

makes your job easier and more enjoyable. Your job performance

affects all other departments.

Meet your fellow team members:

During your first day, introduce yourself to three people in each of the

following departments and write down their name on the skills checklist

provided with this manual.

Bussers

Wait Staff

Bar

Cooks/ Dishwashers

2

You will be working closely with our bussers throughout your shift. Our bussers will be assisting

several servers during the shift. Remember that the busser’s primary responsibility is to clear

and reset tables. Pre-bussing tables is primarily the responsibility of the wait staff. If guests

have certain needs that our bussers can assist in fulfilling, it is important to let him/ her know.

Communication is an important component of teamwork.

Busser job priorities fall into four areas:

Ensure that all tables are clean and set

Keep their station and stock organized

Pre-bus tables and assist servers and hosts

Servers Servers are charged with providing an enjoyable experience for all Ivar’s guests by

giving efficient, friendly service. Their main responsibilities include:

Bussers

Greet with a smile and deliver water to all

guests in their section

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Maintaining a clean, well- stocked station. Table tops, chairs, condiments and other

surfaces kept clean. Completing all sidework and cleaning duties as well as

participating in ongoing sidework.

Creating a positive atmosphere for each guest and ensuring satisfaction by serving

food quickly and in a friendly manner.

Using food and beverage knowledge and salesmanship skills to guide our guests

through our menu.

Ensuring proper presentation of all food and beverage items.

Consistently providing service that meets Ivar’s standards.

Handling all guest complaints in the proper method.

You will be working closely with the servers as well. Remember that the server’s

primary responsibility, serving great food in a friendly and upbeat environment can only be

accomplished with your help. The lead host will frequently ask you to communicate with servers

to ensure smooth, first rate service. Remember that communication is an important component

of teamwork.

Bartender/ Cocktail

Preparing fabulous beverages that represent the “Best of the Northwest” is something that

we are pros at. During the course of your shift, guests may visit the bar both before and after

dining in the restaurant. Some guests visit the bar simply for our great beverages and fabulous

appetizers. It is important that you understand the rules of the road in the bar. Follow along with

us.

Must be in uniform and 18 years old to enter bar and 21 years old to prepare alcoholic

beverages

Bar tabs transfer from the bar to the dinning room table, if requested

Bar glassware is delicate, handle with caution. All bar glassware is washed at the bar.

Refilling non-alcoholic beverages (ice tea, pop, coffee, and water) can be done by both

servers and bussers.

Our bartenders are experts in wine and beer knowledge. Our bar and lounge areas offer special menus and discount pricing at certain times. It is

important to be aware of these times

4

Cooks/ Dishwashers

With a history of over 60 years in the restaurant business, we have a bit of a story to tell.

Knowing about our company, it’s traditions and heritage will help you to answer the

multitude of questions that you will receive from our guests. Read on!

Our talented cooks help prepare the

“Northwest’s Best Seafood” to

exacting standards for our guests. They

will also prepare your shift meal. Our

cooks work in busy, hot and stressful

conditions so communication with the

kitchen must follow specific guidelines

in order not to distract them from the

business at hand. Our dishwashers are

the foundation of our restaurants and

perform the critical job of keeping our

plates, glasses and silverware in

spotless condition.

5

WHAT MAKES IVAR'S FAMOUS In the following several pages you will read a bit about the history of Ivar’s. Because you will

be a representative for us, it is important that you know as much as possible about the origins of

our company. As you work your shift you will get many questions from our guests about various

things concerning Ivar's. Many of these questions can be answered by learning the information to

follow.

THE HISTORY OF IVAR HAGLUND (Our Flounder)

Ivar Haglund, the founder of Ivar's restaurants, was known as one of Seattle's greatest

folk heroes. He was born on March 21, 1905 in West Seattle. His father, Johan, was a Swedish

immigrant who earned his living as a baker and owned several rental properties from which he

gained income. His mother, Daisy, was a Norwegian immigrant. When Ivar was three years old,

his mother died of stomach cancer. His father who was considered to be a recluse then raised

Ivar.

Ivar started dancing and singing at a young age. He would perform for family members

(cousins) and friends of his father. Ivar had a natural talent for entertaining the public.

After High School, Ivar went on to attend the University of Washington, graduating in 1928 with

a Bachelor of Arts degree in economics. The same year, Ivar's father died, leaving Ivar his rental

properties and a large house in West Seattle. Soon after, the great depression happened. During

these years, Ivar did not work as his rental properties met his economic needs.

Ivar married his first wife, Margaret in 1932. Several years later, the couple took a trip to visit a

cousin who owned an aquarium in Seaside, Oregon. Ivar fell in love with the idea and returned to

Seattle to start his own aquarium on Pier 3, which is now called Pier 54. The aquarium opened in

1938. Outside of the aquarium, a concession stand with fish and chips was opened. Ivar noticed

the fish and chip stand made more money than the aquarium and decided to open his own

restaurant instead of the aquarium. He named the restaurant Ivar's Acres of Clams, taking the

name from his homesteader song, which he sang so much.

From Acres of Clams, Ivar's enterprises grew. Over the years he built his empire up to include

many Seafood Bars and three full service restaurants. He also owned the Smith tower for a

period of time; it was once the tallest building west of the Mississippi River. He eventually sold

it for 5.5 million dollars.

In 1982, Ivar closed down the Acres of Clams for major remodeling. In January of 1985, just

before his eightieth birthday, Ivar Haglund died, prior to the reopening of his famed restaurant.

His death was a great loss to many people that adored him. He was later voted by the public as

"The Person Who Best Exemplified Seattle". Ivar willed his entire estate to the University of

Washington and Washington State University Business schools.

In 1984, the company tried franchising its seafood bars and four of Ivar’s senior managers (Scott

Kingdon, Jimmy Moon, Walt Hagg, and Frank Madigan) purchased equity in the Franchise

Company. In 1985, following Ivar’s death, these senior managers along with Jim Seaver

purchased the company from the universities. Haag was later bought out, which left four equal

owners.

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From 1985 until his tragic death on 9/11/01 Scott Kingdon was the CEO of Ivar’s. Several other

changes have occurred over the years. Jimmy Moon decided to the leave the company to spend

more time with his family and to pursue other interests. Bob Donegan and Mark Demeray joined

the company in an ownership capacity. Ivar’s current ownership consists of Frank Madigan, Jim

Seaver, Bob Donegan and Mark Demeray. Frank Madigan is the current COO of the company

and Bob Donegan is the president.

Currently, there are 31 Seafood and walk-up Fish Bars in Washington and northern Oregon. In

addition to Acres of Clams, we also have Ivar's Salmon House on Lake Union and Ivar's

Mukilteo Landing next to the ferry dock in Mukilteo, north of Seattle. Our clam chowder is sold

to both retail and food service customers. Retail chains include Safeway, QFC, Fred Meyer,

Albertson’s, Costco and Larry’s markets. The chowder can also be ordered and shipped out

through Ivar’s web site: www.ivars.net. Food service customers include Sea-Tac Airport,

Microsoft, Boeing, Washington State Ferries, Amtrak, University of Washington and AT&T.

The newest addition to this list is Safeco Field, Quest Field, Husky Stadium, and Everett Events

Center. Ivar’s Inc. also owns and operates a successful chain of local gourmet hamburger

restaurants called Kidd Valley with 11 locations throughout Puget Sound.

THE HISTORY OF MUKILTEO LANDING

The site that is currently occupied by Ivar’s Mukilteo Landing has a long history of being

a place where travelers, locals and fishermen got together to eat. The property was first

developed in 1924 when Josh Kaiser and his brothers built a small lunchroom to serve the ferry

passengers and commuters to Whidbey Island. Several years later the facility was expanded to

include a small ice cream fountain, fishing tackle sales and several hotel rooms in addition to the

restaurant.

As the depression years came upon the area, ownership changed and the facility was

renamed the Ferry Lunch Room. The Ferry Lunch Room had several owners over the years, but

none as well known as the Taylor family. The Taylor’s purchased the property and managed it

for over 45 years. Several additions and improvements were made to the property over the years.

The first major change was made in 1962, when a dining area was built out over the water so

guests could look at the ferry and other water activity while they dined.

In 1968, after the death of both of the senior Taylors, the family home which had been

located next to the Ferry Lunch Room, was torn down. A new, large addition was made in this

area. A cocktail lounge was added and the Ferry Lunch Room had become Taylor’s Landing, a

full-fledged restaurant. They still reserved a part of the space for a gift shop, fishing supplies

and a hand out window for ice cream and short order items for the ferry traffic and others who

wanted to be served quickly. Notable in Taylor family was Dick Taylor who served as

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Mukilteo’s second mayor and went on to serve as a state legislator. He and his brother Ed were

big guys, 6’5” plus, they were avid fishermen, and at one point had business cards for the

Landing which read “Big Dick & Well Fed Ed.” Needless to say they had a loyal following.

Ivar’s purchased the property from the Taylors in 1991 and undertook a major remodel of

the space. Ivar’s Mukilteo Landing was born and continues a long tradition of being a place

where people get together to eat and enjoy the beautiful vistas of Northern Puget Sound.

On October 28th

, 2003 another page was written in the story of Ivar’s Mukilteo Landing.

On this day a severe storm had arrived in the Mukilteo area and brought a “Rogue Wave” with it.

At the time of the storm, about 25 customers were inside the restaurant, which is built on piles

that extend over the Puget Sound. They watched as heavy winds started whipping up waves.

The guests and staff marveled at the strength of the wind and the waves that accompanied

it. The size and force of these waves got larger, lifting the building from the piling. The swells

were more than 15 feet above the normal water level. The customers were evacuated, and no

one was injured. When the storm had passed about five hours later, a wall of windows that

looked over the Puget Sound was gone, turned to shards of glass. Creosote-treated timbers that

had stood for decades had been thrown around like scrap lumber.

Damage from the storm was far worse than originally thought. An initial insurance

examination estimated the damage at $200,000. It turned out to total more than $2.3 million.

Also, the source of the damage turned out to be much different than first thought. Meteorologists

discovered evidence of a “Rogue Wave” which began deep in the Puget Sound and rolled

towards the Landing. This phenomenon combined with harsh wind and rain was the true cause

of the restaurant’s significant damage. The rebuilding process began in February 2004, as initial

pile replacement started, but complications followed. 12 months later the restaurant is nearing

completion with a Grand Re-Opening party scheduled for February 2005!

THE HISTORY OF THE SALMON HOUSE In 1969, Seattle seafood legend Ivar Haglund decided to open a restaurant that would

specialize in preparing Pacific Northwest salmon in the authentic Native American style. First he

gathered the people who could help him create a replica of a pacific Coast long house. Then he

found others who had mastered the art of preparing salmon over an open-pit alder fire. Finally,

he began to build. A year later, in 1970, Ivar’s Salmon House opened on the north shore of Lake

Union.

The building, designed by architect Johnny Adams and constructed with local cedar, is an

accurate reproduction of a typical Northwest Indian long house. These long houses were

communal dwelling places, usually housing a clan of 50 or more people, all related to a single

chief. They were also used for ceremonies and tribal gatherings such as potlatches, where the

collected bounty of the tribe was shared by all.

The original long houses were decorated inside and out with paintings, carvings and other

artifacts, just as the Salmon House is. Duane Pasco and Tom Spear, renowned Pacific Northwest

Native American artists did most of the large carvings and wall paintings in our restaurant. Ivar

Haglund himself collected the other artifacts, prints and photographs, which range from local

curiosities to museum quality treasures.

8

Frequently asked questions

Q. What kind of fish is in the fish and chips?

A. Arctic cod. We use fish frozen at sea for 90% of the year. Fresh cod is available for only brief

periods during the summer. When the fish is fresh we will let you know.

Q. Is the food served in the seafood bars the same as in the restaurant?

A. The fish, fries, coleslaw, scallops, clam chowder, and prawns are the same high quality.

Q. Who makes your chowder?

A. Our chowder is made to our exacting specifications by our commissary, which also prepares

our tartar and cocktail sauces, as well as many of our salad dressings.

Q. Where can I buy the chowder?

A. Our chowder, tartar sauce and cocktail sauce are available in the lobby at the Exclusively

Washington Store or in supermarkets in the region, as well as COSTCO and retail supermarkets

in Northern California. The chowder is fresh and cannot travel without being cooled.

Q. How many Ivar's are there?

A. We currently operate three full service restaurants, Acres of Clams, Ivar's Salmon House, and

Mukilteo Landing. We also operate 31 seafood bars in the greater Puget Sound region, Portland

and Spokane. Ivar’s also owns Kidd Valley Hamburgers with 11 locations in the greater Seattle

area.

Q. What discounts or promotions are offered? A. Carte Clam, Microsoft, Boeing,, Yaught Club ….

Q. Where do the ferries go?

A. Across Possession Sound to the town of Clinton on Whidbey Island.

B. To Bremerton and Bainbridge Island

Q. Does it always rain here?

A. We have 30 clear days during July and August! (Just kidding)

Q. Can we have a place mat?

A. Yes, they are free.

Q. Can we have a menu?

A. Yes, they are free for the taking.

Q. When did Ivar pass away?

A. 1985

Q. Who owns Ivar’s

A. You should already know the answer to this question!

Q. Can we have an extra children’s menu?

A. Yes!

9

The Fish Bar Ivar’s full service locations feature our popular “Fish Bars” adjacent to our front doors. Ivar’s

Fish Bars were the first such walk up, casual dining spots on the local waterfronts. Our Fish Bars

provide a unique dining experience in Seattle and are hugely popular with locals and visitors. It

is not unusual to get frequent questions regarding the Fish Bars. The most frequently asked

question is “What is the difference between the Fish Bar and the restaurant?” The answer to

this question is that the Fish Bars provide a more casual, walk up dining experience featuring our

world famous Fish and Chips, chowder and other fried food items. Prices are less expensive at

our Fish Bars and provide a quick alternative for lunch, dinner or late night. Our restaurants offer

a wider range of food choices and preparation methods in a sit down full service environment.

Our Fish Bar is open from 10:30 AM till 10 PM (Pier 54 is open later), in the summer we stay

open one hour later everyday. We are closed on Christmas and Thanksgiving. Our Fish Bars

provide specific seating space for Fish Bar customers. Seating inside the restaurant is generally

reserved for full service guests.

Our floor plan works in much the same way as a map, showing you important information that

will keep the team organized and efficient. To be proficient at reading the floor plan you must be

able to:

Know all of the restaurant’s table numbers

Identify the various server stations and which tables are in each section

The Floor plan:

Consider for a moment how difficult it would be to find your

way across the USA if your map looked like this:

10

11

1

2

13

14

15

INFORMATION ABOUT MENUS AND THE

RESTAURANT

Restaurant's business hours:

We are open everyday of the year except Thanksgiving Day and Christmas Day.

Lunch Hours:

Monday through Saturday: 11:00 am to 4:00 PM

Sunday: 11:00 am to 3:00 PM, Mukilteo

Brunch Hours: (Acres of Clams and Salmon House)

Sundays: 9:30 am to 2:00pm

Dinner Hours:

Monday through Thursday: 4:00 PM to 9:00 PM

Friday and Saturday: 4:00 PM to 10:00 PM

Sunday: 3:00 PM to 9:00 PM

Menus that Ivar’s offers:

Lunch, Dinner, Children's menu (for those 12 years or younger), Wine List and Bar Menu

Lounge Information:

Hours: 11:00 AM to 10:00 PM Sunday through Thursday.

11:00 AM to 11:00 PM Friday and Saturday.

Lunch and dinner are served in the lounge during normal operating hours, along with our bar

menu.

All guests must be 21 years of age to enter the lounge. This is a Washington State Law.

We have a Happy Hour from 3:00 PM to 6:00 PM and 9:00 PM to Close Monday through

Friday. Appetizers are reduced in price; draft beers, well drinks, and house wines are all 3.50 as

well. These are only for in house service. No to go food at half price.

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It is the responsibility of all employees, including the front desk staff, to always keep an eye out

for safety.

THINGS TO REMEMBER

Always keep your eyes and ears open--be alert and aware of your surroundings.

When going around busy corners, always say" corner" to make yourself known to others.

When going behind or around someone, always say "behind" or "coming around".

Servers with hot food have the right of way.

When showing guests to a table, use the safest, shortest route.

When showing guests to a table, always point out obstacles such as stairs, "Please watch

your step".

Pick up anything that you see on the floor, i.e.: trash, gum, and crumbs, wipe up wet

spots.

If you notice a spill, place a chair or wet floor sign over it immediately while you go to

get something to wipe it up, so that others will see it and not slip.

When seating children, make sure that the highchair is secure; let the accompanying adult

lift the child into the chair. Never pick a child up.

Place booster seats on the inside of the booths so that they will not tip out onto the floor.

Do not block any major aisles or fire exits when seating tables.

Stay out of high traffic areas such as the kitchen line unless your job requires you be

there.

ALL ACCIDENTS, WHETHER EMPLOYEE OR CUSTOMER,

SHOULD BE REPORTED TO A MANAGER IMMEDIATELY.

Safety Comes

17

HOW TO ANSWER THE TELEPHONE

USE PROPER VERBIAGE.

HAVE A POLITE TONE OF VOICE.

SMILE WHEN YOU TALK, IT SOUNDS UPBEAT AND HAPPY.

There should never be a "discussion" about who answers the phone. If YOU hear it, answer it.

The lead should never have to stop what he/she is doing to answer the phone, if there are runners

at the front desk waiting to seat people. Never let the phone ring more than three times before it

is answered. If you are the only person available and are busy, politely excuse yourself

momentarily to answer the phone, ask the caller to please hold and find someone to help them so

that you can return to what you were doing. Check to make sure that the caller is being helped,

never leave them on hold for longer than 45 seconds. If a caller must wait for someone pick up

the phone, when it beeps, and keep them posted about why they are still waiting. (I.e. we are

looking for the manager… thank you for being so patient)

Many times customers will be asked to be transferred to the bar, kitchen, a manager, and

corporate. All you have to do is push the buttons that states their destination intended and hang

the phone up. If someone wants to be transferred to someone in corporate, transfer them to the

receptionist. She will be able to direct them to the proper person.

Very Important! Customers DO NOT want to hear your conversations. If you need to ask a

question for a customer on the phone, find information, etc. Put the phone on hold before you

ask your question!!!!

Examples of proper verbiage:

"Good morning, Ivar's Mukilteo Landing, this is Rich, may I help you?"

"Thank you for calling Ivar's Mukilteo Landing, this is Nancy, how may I help you?"

"Thank you for calling Ivar's Mukilteo Landing, could you hold for a moment please?" Wait

for a response, and then say "Thank you, it will be just a moment."

"Thank you for holding, how may I help you?"

"If you would please hold for a moment, I will transfer you to the manager."

ALWAYS BE SINCERE AND LET YOUR TONE OF VOICE SMILE, WELCOMING THE PERSON ON THE OTHER END OF THE LINE.

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Examples of poor, unacceptable verbiage:

"Ivar's, this is Sandy." "Just a sec (second)."

"Hold please." "I'm too busy, will you hold?"

"Will you hold?" "I don't know."

"Hon"; "Sweetie"; "You guys…"

Taking Reservations

R

r Open Table

System,

It’s not pen and

paper any more!

Window policy: Guests will frequently ask if they can reserve a window table. Here is what we

would like you to say when they ask: “ I am sorry, we don’t reserve window tables, but I can

make a note that you request one. They are first come- first serve, when you arrive we can

let you know how long it might be, and we will be happy to seat you at the next available

window.”

IF YOU ARE TAKING A RESERVATION YOU

NEED TO:

Number of guests in the party, time of arrival

Get the guest’s 1st and last name, and phone #, look to

the drop down list of guests after you enter the last

name, select if they are listed; instead of re-entering

guest into Open Table system Note any special requests (highchairs, wheelchairs) and

Ask guests if they are celebrating any special occasions

(b-days, anniversaries, grad, etc.) note them.

Offer Email conformation, Get Email address.

Manager must approve parties of 8 or more, and they

must know our policy of one check and 17% gratuity.

Repeat all information back to the guest to verify

accuracy.

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Getting the Okay!

Parties 8 and above must be Okayed by a manager! Once you have received the okay, you must

fill them in on our "big top" policy! A "big top" is considered any party containing eight people

or more.

Parties of 8 or more: must be on one check and a gratuity of 17% is added (If the customer

doesn't want to be on one check or can't, we are able to do separate checks, but the gratuity will

still be added. If they have a problem with this, get a manager to “iron out the wrinkles.”)

BANQUETS:

If a customer is interested in a private room for their party, we do have a banquet room(s).

Managers can speak to guests about booking banquets, or doing catered events. We can do

personalized menus, buffets, sit-down events, business meetings, rehearsal dinners, you name it!

REMEMBER: RESERVATIONS ARE ALWAYS A GOOD IDEA, EVEN WHEN IT IS SLOW.

IF WE ARE BOOKED AT A CERTAIN TIME PERIOD SUGGEST THE NEXT AVAILABLE

TIME TO THE CUSTOMER, IF THIS IS NOT ACCEPTABLE, YOU SHOULD SUGGEST THAT

THEY COME IN ON A WALK IN BASIS AS WE ONLY RESERVE A PORTION OF OUR

RESTAURANT.

Hotel Seattle

Concierge reservations: Ivar’s has an extremely important working relationship with

the local hotel Concierges. They are the source of many important guest referrals. We value their

calls so much that we have a special place on the reservation sheets for hotel concierge

reservations. Handling these calls in the appropriate manner is vitally important. Hotel

concierges may book a party at any time, regardless of how full a particular time slot is or how

full we are. Never say NO to a concierge. If you do not feel totally comfortable handling a

concierge request, get a manager or lead host immediately. Make a note on the reservation so

that the lead can tell the server to get complimentary appetizers for the table on behalf of

the hotel.

What is a concierge? con·cierge (kôN-syârzh)

A staff member of a hotel or apartment complex who assists guests or residents, as by handling the storage of luggage, taking and delivering messages, and making reservations for tours and restaurants.

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Your job as a host here at Ivar's is very important. You are the first person to come in contact

with our customers, and your warmth and attentiveness will assure the customer that they are

being taken care of. Engage the guests right away, don’t wait for them to say hello to you!

You are the first and last impression the customer has of us. This should be a key point for

you to remember throughout your shift. Your position as a host is one of great importance as you

are a key player in making our restaurant successful. As a host you will help to set the mood for

our guest's dining experience. By showing your friendliness and sincerity, you will assure our

guests that they will be taken care of throughout their time at Ivar's. The last impression of a

customer leaves the restaurant will leave a long and lasting impression. We are part of the

hospitality industry and it is important for our customers to feel like all of their needs are being

cared for.

The Lead and the Runner

The Lead/Greeter:

This person orchestrates the entire flow of

the restaurant. The lead is responsible for

the seating pattern of the restaurant to

ensure the highest number of customers are

being seated properly and given a high level

of guest satisfaction. When greeting the

customers it is important to be pleasant and

calm at all times. Have the approximate

quote for wait times ready, and explain

where the customer can wait for their table.

The lead is responsible for directing the

runners and assigning job duties throughout

the shift. It is important that the lead be in

control throughout the shift.

The Runner:

This position is the support person for the

lead. The runner is responsible for greeting

and seating guests in a professional manner.

The runner will take direction from the lead

and be the "eyes" of the restaurant. It is very

important to inform the lead at all times.

You should always return to the host desk

quickly with table checks and menus. Remember that communication is what

makes the shift a success.

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Host Expectations:

1. Dress according to dress guidelines for the front desk:

Because the host staff can wear their own clothes, we have very specific guidelines that must be

followed. Remember that we project an image of professionalism and your attire should reflect

that. Would Granma think you look good, would you wear this to an interview?

The uniform guidelines for Ivar’s Hosts and Leads are:

“Business Casual”

Shoes must be closed toe and heel

Skirts may be no more than 2 inches above the knee and must be accompanied by nylons

Shirts must cover complete torso (no tank tops)

No visible tattoos or piercings (excluding earrings)

If you have any questions, or would like to make sure your outfit meets expectations speak

with a manager.

HOST EXPECTATIONS

Dress according to dress guidelines for the front desk

Be a team player

Be professional always

Cheerfully greet our guests as they arrive for their dining experience

Establish eye contact with guests, then follow up with a smile to acknowledge them

Answer any questions that the guest may have. If you don’t know, find someone who does.

Answer the telephone according to policy, being prompt and polite

Make reservations for our guests

Be knowledgeable about our menus, restaurants and company history

Properly show our guests to their table following the expectations laid out

Know table numbers and layout

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Constantly be aware of table status in the restaurant. Be aware of which tables are ready and

which are not. Tell the lead about any changes in table status, (e.g. “ready,” “check,” or

“un”)

Communicate with other members of the staff, especially the lead host

Monitor the cleanliness of the lobby and restrooms

Always thank our departing guests

You will be teamed with an experienced host who will guide you through your

training. Listening carefully, ask questions and review what you have learned.

Your trainer will go over a checklist with you as you learn.

WE ARE GLAD TO HAVE YOU ON THE TEAM!

Our best opportunity to make our guests feel at ease and welcome in our establishment is

through greeting each individual. This is the most important part of your job as a host at Ivar's.

Each guest should receive a personal and friendly greeting; this will put them at ease and

reassure them that their needs will be met. Do not let the podium become a barrier between you

and our guest.

GREETING AND

INTERACTING WITH OUR

GUESTS

23

The greeting should be friendly yet casual. The guest should know that it is coming from

"you" and is not part of a routine. You should immediately establish eye contact and smile, thus

acknowledging the customer. You should use phases such as "Good evening", "Hi, how are you

today?" and "Good afternoon, its nice to see you today!” The phrases that you do not want to say

are "party of two", "Just one today?" These phrases sound rude and are not sincere, never use

them. The guest wants to be recognized as more than a number. Also do not use restaurant jargon

such as "4 top" or "deuce".

Aggressively approach the guest with a greeting; don't wait for them to greet you. Always

speak to the guest by name if possible, if not, address them as "Mr.", "Miss", or "Sir".

What if the phone rings while you are greeting guests?

Smile and establish eye contact with the guest and let them know that you will be right

back with them. Answer the call and ask the caller to hold, if possible, then take care of the

waiting guest, getting back to the phone promptly. Always treat each person as an individual

whom we value. Go out of your way to make them feel welcome.

GOING THE EXTRA MILE.

As well as greetings, recognizing customers on their way out is required. Saying" Thank you, see

you again soon" or "Good-bye. Enjoy your evening" will put a final touch on what the team has

worked hard to ensure is a great guest experience. We want to bring our guests back into Ivar's in

the future, along with their friends and business associates.

Go the extra mile to always recognize each and every guest.

“ON-STAGE” Every night in our restaurant is “show time.” Every night is a new performance and every

shift you work you are “on-stage.” Your role varies from moment to moment. At times you

will be the star – when you are at the table. At other times you will be an extra just moving

through the background of the scene – when you are walking through the dining room.

Regardless of you role at any given moment, you are still on stage and create a visual

impression of Ivar’s whenever you are in the restaurant. Your smile, your appearance and

your enthusiasm communicate a lot to the guest. You need to make each and every guest feel

like they are the most important person in your life at that moment. It doesn’t matter how

good your performance was last night, or what kind of day you are having today. Each guest

expects a star quality performance from you at all times. Your positive energy and genuine

excitement about your job can make a lasting impression about you and Ivar’s and create a

memorable dining experience for our guests. Injecting your positive energy, knowledge,

talents and skills, you add value to the food and Ivar’s atmosphere and have a powerful

impact on the guest’s level of satisfaction.

Establish eye contact with each of your guests. Smile. When answering a question, address

your answer to the guest who asked the question. When asking a question of the whole

party, try to establish eye contact with each guest. Say hello and goodbye to every guest that

you pass by. The four basic elements of excellent guest service:

Look at them, Smile at them, Talk to them, Thank them.

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1. CALLING FOR THE GUEST

When calling out for your party, remember to always be polite and professional. You should say

" I have seating available for the Smith party" or "Mr. Smith, I would be glad to show you to

your table now". Wait for the guest to acknowledge you and then say "If you would please

follow me, I will show you to your table". Make sure everyone in the party is there, if not, offer

to seat them anyway and let them know that we would be glad to show the others back as soon as

they are ready. We also have a transport chair available for our elderly guests or injured guests.

Please offer this to any guests who might need assistance getting to their table. Highchairs and

car seat carriers are also available; make sure you have these ready to go.

2. MENUS

Always take one menu for each person and one wine list for the table. If there are children

hand them a mask and coloring sheet and inform the parents that their menus are on the back of

the mask. Encourage the kids to wear the mask, showing them how if necessary.

3. CARRYING DRINKS

If the guests are coming down from the lounge, check to see if they are carrying drinks and

politely ask if they have taken care of their bar tab. Offer to carry the drinks on a tray for them.

Not only is this polite but it avoids any accidents that may occur if the guest carries them.

4. TRANSFERRING BAR TABS TO THE DINING ROOM SERVER

Often the guest will have a tab that they wish to have transferred to the dining room. We will

do so upon request and the presentation of a credit card on which the cocktail server will open a

bar tab. It is the server’s responsibility to transfer the tab but you should be aware of these

situations and help to inform them if there is a tab to be transferred. Your job is to hand the

server the physical tab and inform them that it is a transfer and for which table.

5. WALKING TO THE TABLE

SEATING OUR GUESTS

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Walk slowly to the table never getting more than two to three steps in front of the guest.

Carry on a conversation with the guests, compliment them, talk about the chef’s special for the

day, be engaging. Upon arrival at the table, pull out the first chair for the guest (as a minimum).

This will help assign the guest to the correct table. This is a great time to continue a casual

conversation. Start with leading question like "Are you visiting Seattle?" and so on. The

customer appreciates you paying attention to them and will help to set them at ease so that they

can relax and enjoy their meal.

HANDING OUT THE MENUS

Wait until the party is completely seated then hand out the menus. Traditional etiquette

requires that menus are handed first to the woman and then to the men. Point out the wine list.

This is the best time to make a suggestion to the guest from our menu. It is required that you

suggest something specific to our guests. Our guests appreciate suggestions as it gives them a

place to start when deciding on their entrees. Be sincere when making suggestions, use words

like "fresh", "delicious" or "a personal favorite of mine is...”

6. PICK UP THE EXTRA SETTINGS

Before leaving the table always pick up any extra settings that are not needed. Return these to

the bus station. Depart the table with a friendly comment such as "Enjoy your

lunch/dinner/afternoon/evening".

7. RETURNING TO THE PODIUM

After leaving the table, return the settings to the bus station and check the menu drops. Keep

your eyes open for any changes in the dining room such as tables that are dirty or that are ready

to be seated. You are the "eyes" of the lead host as they depend directly on you to know what the

status of the floor is. During the busier shifts we may designate one person to be responsible for

maintaining table information, but it is the job of everyone to ensure the efficient flow of guests

through the restaurant. When returning to the podium, acknowledge any guests coming or going

by saying, “Thanks for coming in” etc.

8. CHANGING TABLES

If the guest decides they would like to sit at a different table, tell them politely that you will

need to check with the lead host to make sure that the table has not been previously assigned.

Ask that the party sit at the original table until you check to see if they can change. Assure them

that you will be right back and then hurry to return to them after checking with the lead host.

Under most circumstances we will be able to grant their request immediately. There may be

times when a guest will have to wait for a specific table. If a guest seems to be getting upset,

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politely ask that they have a seat at their assigned table and get a manager involved with the

guest immediately.

9. TAKING NAMES DURING A WAIT

We are said to be on a wait when all of the tables in the restaurant are filled or when all of the

available servers have the maximum number of tables allowed. We do not want to over seat the

servers so that our guests suffer. It is extremely important that positive replies be given to

customers regarding a waiting period. A positive approach at the front desk may be the

difference between a guest staying or leaving. Always be pleasant and courteous. Be accurate as

possible in estimating the wait time. This is where current and steady table information becomes

crucial. The lead host or manager will determine the appropriate wait time based on the business

level. Take down the information needed for the wait list on open Table. This would be Name,

number in the party, and the quoted time. Make helpful suggestions such as "feel free to go up to

our lounge and have a cocktail. We'll be glad to call you when your table is ready". If guests

choose to wait in the lobby, give them a “thanks for waiting” card, with their name on it, and let

them know to give this to their cocktail server or bartender.

IVAR’S MENU

A word (or two!) on our menus

Our menus have been designed with a very specific purpose in mind. Our 60-year history

serving the Northwest’s finest seafood has created an extremely loyal following of

customers. The mainstays of our menu for years have been our fish and chips and clam

chowder. These and many other Ivar’s “classics” keep our loyal customers coming back year

after year.

Over the course of the last several years, we have incorporated many new and exciting

dishes to our menu. Our goal is to feature those items that make the Pacific Northwest

unique. Seattle’s reputation as an exciting and innovative city for cuisine has grown in the

past several years. The work of a number of young chefs in and around the area has helped

put our city on the food “map” so to speak.

To summarize, Ivar’s menus emphasize three very important

things:

Ivar’s Classics- 60 years of tradition of serving the Northwest’s Best Award

Winning fish and chips, clam chowder and other favorites.

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Ivar’s Today- Innovative, exciting cuisine emphasizing the unique bounty of the

Pacific Northwest and the Seattle area.

Ivar’s History- Ivar’s history of quality, value and tradition as well as the history

of Seattle and the Northwest.

HANDLING CUSTOMER COMPLAINTS

If a guest complaint should occur, handle the situation with tact and courtesy. Ivar’s philosophy

encourages servers to do whatever they think necessary to make the guest happy. Remember to

fix the problem first, if possible, and then get a manager involved. In the case of any complaint,

four rules apply in this order:

Listen to the guest. Do not interrupt

Apologize for the incident

Rectify the situation

Notify a manager immediately.

LOST AND FOUND ITEMS

All lost and found items should be turned in to the lead host. All items of value, cameras, purses,

wallets, expensive glasses, etc. should be given to the manager, by the cashier, to be locked up.

Never tell a guest that we have their specific item, even if you think that we do. All calls should

either be referred to the manager or a message taken with the guest's name, phone number and

date that the item was lost and the location where it was left. Assure them that you will have the

manager check on it and that the call will be returned as soon as possible.

SIDE DUTIES

BATHROOM CHECKS

These are to be done every half-hour through out the day. Both the men and women's rooms

should be checked. If no males are working at the desk, a busser or manager will check the

men’s room for you, just ask. Be sure that the all stalls have a sufficient supply of toilet tissue

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and seat covers, wipe down the counter tops if wet and sinks if needed. Check the soap

dispensers, and paper towel dispensers, refill if needed. Sweep the floor, making sure that all

toilets and urinals are flushed and that the trash is not full. Wipe down water spots off mirrors,

and faucets if needed. Report any problems to the management or the lead.

LOBBY CHECKS

These must be done every half-hour. Check for trash on the floor or tables, spot clean the doors,

hoky the carpets remove any glasses that may have been left from the bar. Generally, make sure

that the lobby is spotless.

WHEN YOU ARE NOT BUSY YOU SHOULD

Do table checks.

Check bathrooms for cleanliness.

Hoky the lobby, empty the hoky as needed.

Check the exterior for cleanliness

Make children's menus.

Help reset tables and refill coffee and water.

Stop by a table you sat earlier and see how they are doing

Clean Menus.

Help out other staff members if they are busy.

Be sure to check with the lead if you will be gone from the front for more than a couple of

minutes.

Ivar’s Sunday Brunch

We are especially proud of the brunch we serve at Ivar’s Salmon House,

and Ivar’s Acres of Clams. At both locations, we have an extensive

buffet, with Omelet, Crepe, and fresh pasta stations, staffed by our chefs,

cooked to order for our guests. Both locations have carving stations

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with prime rib, and seasonally pork loin, ham or lamb. At Acres of

Clams, there is also a Bananas Foster station, and a waffle/pancake

station. We have oysters on the half shell, Dungeness crab, eggs

Benedict, fresh prawns, seasonal fruit, pastries, and much more. Coffee,

Tea, Juice and soda is included in the price of the brunch. The value is

unbeatable in the city and with the service provided as well, our guests

are in for a great experience.

Although these buffets allow guests to get their own food, the quality of

service and salesmanship are in no way diminished. We want every

brunch guest to experience a WOW! The combination of a superior

view, excellent food and friendly, efficient service combine to make

Brunch at Ivar’s a memorable experience. The following will explain

the expectations of our front desk staff for Ivar’s Sunday brunch

program.

Greeting:

This is the same as for lunch and dinner, “Good morning/afternoon,

welcome to Ivar’s, how is everyone today.” “Did you have reservations

with us for the brunch today?”

If the guests had reservations, then we are assuming that they know

about the brunch program, confirm their reservations, the number of

adults, and ages of the children to fill out the check for the server.

If guests do not have a reservation: The lead host will confirm that

the guests know about the brunch program. Many guests will know

about the brunch program, other guests will be walking in looking for

lunch. If the guests know about the brunch program, great, fill out a

check, and get them seated.

If guests were expecting lunch, then the lead host should sell the

brunch; do not let them walk out the door! Inform the guests about the

buffet, what is included, and the price. A list of brunch offerings is

available for the guests to look at. (The Salmon house does not have this

at this point.) Offer to let the guests walk through the buffet line to see

if this would suit them. Let them know their options as far as when we

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might open for dinner or happy hour, or about the fish bar outside. At

the Salmon House, you should let them know about the brunch to go

program. Once the guests agree to enjoy our Sunday brunch, fill out a

check and seat them.

Server Checks are printed by the front desk through Open Table, and

delivered to the server. These checks let the server know the guests

name, number of adults, and number of children under 12. There is a

different price for children under 12 years of age. The servers will turn

in these checks with their daily drop, verifying that the correct numbers

of guests are charged. The server checks have carbon copies; one copy

goes to the server, while the lead host keeps the other copy. These will

be saved, and turned in to the manager on duty at the end of brunch.

Seating Guests at brunch: Once the lead host fills out the server check,

and informs the runner where to take the guests, brunch menus are taken

with the guest check and they are sat. For parties of 4 or less, one menu

us sufficient, for parties of 6-8, two menus should go out, and for larger

parties, three or more menus should go out. Just like lunch and dinner,

walk at an appropriate pace, pull out at least one chair when you arrive

at the table, and make sure they are happy with the table assigned to

them. (Coloring sheets and crayons for children). You should be

engaging with the guests in conversation on the way to the table,

offering ideas of your favorite brunch selections.

Once you have seated the guests, and put out the beverage menus, let

them know that their server will be right with them. Do not offer to let

them get started on the buffet, their server will get them started.

Before returning to the front desk, you must find the server and give

them the server check. If you have trouble finding the server you

should give the server check to the manager on duty. Get table

information and collect menus on your way back to the front desk.

Table checks can be more difficult during the brunch, as guests could be

going through the buffet line, and not at their table. Please check with

the server if you are not sure, you can also look at the time on Open

table to help verify if they have finished or are still dining.

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Transition: The front desk staff is expected to help break down the

buffet line, and set up for dinner. Once everything is set up for the

dinner shift, and the PM lead is set, you may check out with the manager

on duty.

Salmon House Brunch Descriptions Waffles, French toast- Traditional fare of Blueberry syrup, maple syrup,

butter, house whipped cream

Bacon, sausage

Hash browns-Griddled

Corn beef hash- Roasted corn beef, red potato, leeks, thyme, bell pepper mix

and onion

Biscuits- House made with buttermilk, butter and flour

Gravy- House made sausage gravy with cream, onion, thyme, butter, flour,

veg stock

Eggs Benedict- Traditional scratch made hollandaise (egg, butter, Tabasco)

regular ham Benedict and Florentine (vegetarian with spinach)

Cheese Ravioli- Rotates, but usually with cream

Chicken-Rotates, could be Orange Chicken or Chicken Parmesan

Pasta-Rotates, could be no pasta at all

Meat balls-rotates but would be with traditional marinara

Alder grilled salmon- Mixed small pieces alder grilled with oil

Salmon Cakes- Same recipe as bar salmon cakes but 1oz instead of 2oz

12 different salads, always rotating

Cheese tray-rotates, but domestic and imported cheeses

Meat tray or Antipasti- Mixed sliced meats or a mixed Italian inspired

antipasti tray

Fruit-Seasonal but usually-Melon, cantaloupe, Pineapple, watermelon, Red

grapes

Caprese- Fresh tomatoes sliced thin and layered with fresh Mozzarella,

drizzled with EVOO and fresh cut basil

Assorted grilled Veg platter- Fresh vegetables, served any number of ways

Fresh assorted Sushi- Changes weekly

Tuna Carpaccio- Thinly sliced raw tuna, marinated with truffle oil and

layered over baby organic greens

Omelets station-Eggs, ham, onion, peppers, mushrooms, cheese, salmon,

shrimp, bacon, sour cream, green onion, crab

Pasta station- red sauce, pesto or cream add anything from omelets station

with penne pasta or tortellini

Crepes to order, filled with raspberry, blueberry, strawberry, blackberry,

Orange Curacao, powdered sugar and whip cream

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Dessert station- Most are house made we get very few pre made, those that

are pre-made come from Parisian star bakery, a small mom and pop

operation. The selection could have anything of the following:

Tiramisu, carrot cake, tartlets, petit fours, lemon boats, caramel boats

Apple stuffed puff pastry, baked and drizzled with caramel sauce

Salmon belly marinated in Teriyaki then roasted

Clam and mussel salad, with Nappa cabbage, bell peppers, edamame,

cilantro and soy based dressing

Grilled side salmon-Half sockeye sides alder grilled and served chilled

Ceviche-rotates, but with white fish, calamari, prawns, scallops, cilantro and

lime

Traditional cured lox

Roasted prime rib, rubbed with herbs and spices, roasted until medium rare,

Au jus and creamed horseradish

Roasted Pork loin-rotates but marinated with herbs and paprika

Leg of Lamb-rotates, but marinated with herbs and yogurt

Traditional honey roasted ham

Crab legs-served chilled, Snow crab legs and Dungeness crab legs

Oysters on the half shell (when in season)

Acres of Clams Brunch Descriptions

Waffles, pancakes and cinnamon French toast made right in front of you, accompaniments include strawberry compote, maple syrup and fresh whipped cream

Made to order omelets – sweet peppers, fresh tomatoes, green onions, mushrooms, pico di gallo, cheddar/jack cheese blend, bacon, ham, rock crab, bay shrimp

Made to order pasta, crepes and banana fosters.

-crepes : blackberry, strawberry, apple with Devon shire cream

-pasta : cream, marinara, pesto, sautéed portobello mushrooms, sun dried tomatoes,

garlic, basil, parmesan cheese

-banana foster : banana sautéed in butter and brown sugar, banana liquor, Meyer’s

rum and cinnamon

Hand carved prime rib and pesto-roasted leg of lamb with horseradish, Dijon

mustard, horsey sauce and au jus

House made brioche rolls and croissants, whipped butter

House smoked bbq chicken

House made gravy with Uli’s sausage, house made buttermilk biscuits

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Red skinned potatoes O’Brien

Bacon and Uli’s Nuremberg bratwurst

Egg benedict with hand whipped hollandaise sauce

Fresh fruit table : pineapple and strawberries, watermelon and melon tray with

cantaloupe, honeydew, grapes and kiwi

Imported and domestic cheese tray : brie, gorgonzola, fresh mozzarella, feta,

cheddar, smoked gouda, swiss

Grilled veg tray : peppers, zucchini, yellow squash, carrots, portobello mushrooms,

balsamic reduction and EVO

Fresh veg tray : celery, carrots, cherry tomatoes, cucumber, broccoli, cauliflower

Salmon lox tray with bagels, dill whipped cream cheese and capers

Chilled snow crab legs, Dungeness and lemon poached peel and eat prawns,

cocktail sauce, fresh lemons

Salad station : Caesar, tortellini, rock salt roasted beet with crème fraiche, chicken

waldorf, picnic style potato salad

Blackened salmon with roasted garlic aioli

Seared Alaskan ling cod with red pepper coulis

Ivar’s famous fish and chips with tartar sauce

Ivar’s famous white chowder

White wine steamed manila clams and penn cove mussels

House made dessert table : season muffins and scones, baklava, apple strudel,

cinnamon rolls, carrot cake, chocolate mousse cake, lemon curd tarts, chocolate

cups with assorted mousse, assorted cookies. These items change with the season,

whatever is fresh and available to us.

10/08

The Carte Clam Program

What is the Carte clam program? It is basically a senior citizen discount. How does it work?

Well, anyone can join the Carte clam program, they just have to be over 55 years of age or better.

To join, they need to fill out a Carte clam application, which are located at the front desk. They

may fill them out here and hand them to you to send in or they may take them home and send it

in themselves. They can also drop off the application at any Ivar’s or Kidd Valley location.

Once they have handed you a filled out Carte clam application you need to make sure it gets to

the bookkeeper.

Once they are accepted into the program the corporate office will send them a Carte clam card.

This will take up to 6 weeks. It looks like a credit card and is grayish blue. Whenever they dine

at any of Ivar’s restaurants, including the fish bars and Kidd Valleys, they may use this card to

take 10% off of the entire bill (excluding alcohol) of up to 6 people. Another benefit of the Carte

clam program is the free birthday meals. When the Carte clam member has a birthday, they may

bring in a guest and they then get their meal free. This is a two for one offer, with the lowest

priced entrée being taken off. What they need to get their free birthday meal is: Their Carte

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Clam card (showing they are a member) and a picture ID with their birth date on it, and their

birthday postcard which is mailed to them from the corporate office.

It is our policy to only take one discount at a time per table. For example, they may not get both

their birthday meal and 10% off of the bill, they may get one or the other. This is per table so

they may not split the bills and take the birthday off of one and 10% off of the other. If everyone

at the table has a Carte clam card, remind them that using just one takes 10% off of the entire

bill. We also take the Boeing recsport discount card. The recsport card takes 10% off of the bill

(excluding alcohol). They also may not be used with any other offer. We take the Microsoft

card too for a 10% discount. These and any other seasonal or special promotions happen often,

you should be notified about them all.

If foodservice workers were asked what element in the restaurant has the most potential for

danger, answers might include the electric slicer, hot liquids, wet floors etc. In actuality, you- the

employee- poses the most danger to our guests. It is not necessarily anything that you do, but

what you are: a human being with moist warm skin- the perfect breeding ground for bacteria,

molds, yeast and protozoa, even when clean. Poor personal hygiene is thought to cause 95% of

sanitation problems in the food business. Messy sneezes, improper or infrequent hand washing,

carelessness in appearance, bad habits and poor health can contaminate food with pathogenic

microorganisms, which perhaps couldn’t have gotten there without your help.

Steps for proper hand washing: Using warm water, moisten hands and lather with soap.

Rub one hand against the other for about 15 seconds

Rinse and repeat (repeating the process helps ensure that bacteria are reduced to an

acceptable level)

Dry hands with a hot air dryer or single-service towel

If you are a smoker, please be sure to wash your hands after smoking

Wash Those Hands! Good personal hygiene is your best defense against illness.

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TIPS FROM THE FRONT DESK The more fun and friendlier you are with the guests, the more fun and friendlier they will

be with you.

Always check tables before returning to the podium.

Stop conversations with other employees to greet guests or when someone has a question.

Be on time or call ahead ASAP if you are going to be late so we know when to expect

you.

Be professional with guests, staff and phone callers.

Make sure to stay on top of side work during down time, (e.g. bathroom checks, making

kids masks etc.)

If you aren’t sure how to do something or the answer to a guests question ask someone

who knows for sure rather than guessing. This will help create consistency with our

restaurant policies and operations.

Have fun at work!