BUSSER MANUAL & PACKET - Charleston's Training …s Busser Manual-Packet 1.1... · MANUAL & PACKET...

BUSSER MANUAL & PACKET

NAME

JANUARY 2017

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GENERAL INFORMATION TEST

1. List the president, vice president, area partner, general manager, and all store managers. (First and last names please)

a. PRESIDENT: b. VICE-PRESIDENT: c. AREA PARTNER: d. GENERAL MANAGER: e. SR. KITCHEN MANAGER: f. FOH MANAGER: g. BOH MANAGER: h. BOH MANAGER: i. MIT (IF APPLICABLE): j. MIT (IF APPLICABLE):

2. Who are your trainers? 3. What is our store phone number? 4. What is our store address? 5. Who must first approve all schedule transfers? 6. Who is our administrative assistant? 7. What are our hours of operation? KITCHEN: BAR: Sunday ____________ ___________ Monday - Thursday ____________ ___________ Friday and Saturday ____________ ___________ 8. Where is the employee parking area? 9. Where are on duty employees allowed to smoke? 10. What is the last day that schedule requests are accepted? 11. What is our email address?

Possible Points = 26 | Total Points Scored = ______ | Total Points: ______/ 26 | Final Score = _______

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WHY WE ARE CHARLESTON’S

Homemade Dressings and Desserts Made from Scratch!

Food is Flavor Profiled every shift by a Manager We Serve only Fresh Fish and Pasta!

Cook over Live Hard Wood! The “Five” Thank You Rule! Fresh Ground Coffee Beans!

The Answer to a Guest is “Yes” (we try)! All Soups made Fresh Daily!

A Working Partnership in the Community! An Ounce and Half Pour on All Highballs!

Fresh Squeezed Orange and Grapefruit Juices! Fresh Salmon Smoked in House!

Fresh Baked Bread and Croissants! Management Visibility on the Floor and Table Visits!

Open Kitchen! First in Service Standards! (Media Recognized)

Utilization of Pivot Point System! All Recooks and Guest Complaints Handled by Management! Active Members in Civic Organizations and Local Chambers! Employees Treated Like We Want Them to Treat Our Guest!

Signature Items:

Baby Back Ribs, Chicken Tenders, Baked Potato Soup!

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CHARLESTON’S BUSSER UNIFORM

A GENUINE CHARLESTON’S SMILE!!!! Most Important Part of your uniform

HAIR: At Charleston’s, we want to project a conservative and natural appearance. “Alternative” hairstyles are not acceptable for males or females. This includes two-tone dramatic colors.

Females: Hair must be in a tight ponytail or bun and may not be touching your shoulders or back. All feathers or “flyaways” should be pinned up out of your face. You may wear black hair ties, barrettes or headbands as long as they are less than 1/2” thick. Males: Ponytails and excessive spiking of hair is not allowed. Hair should not touch your shoulders or cover your ears and sideburns must be well trimmed and not longer than the earlobe. Males should be clean shaven each shift. No facial hair is allowed.

JEWELRY, PIERCINGS, TATTOOS & NAIL POLISH:

FEMALES MAY ONLY WEAR:

□ One ring per hand □ Two earrings per ear, posts only □ A simple silver or gold necklace □ One silver, gold or black watch □ Shades of red, pink or French manicure only on nails

MALES MAY ONLY WAR:

□ One ring □ One silver, gold or black watch

NEVER ALLOWED:

□ Visible body piercings other than the earlobe □ Hoop or dangling earrings □ More than two earrings per ear for females □ No earrings for males or barbell earrings for females □ No bracelets (Metal, plastic, string, etc.) □ No choker necklaces or medallions □ Black or dark nail polish

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□ Visible body tattoos are never allowed, if you have one it must be covered completely with tattoo cover-up that you purchase (band- aids and wrist bands are not allowed)

FITTED BLACK POLO SHIRT:

□ You must get your shirt approved by your General Manager □ Should be clean and wrinkle free every shift □ Shirt may not be worn if faded □ Must be tucked in at all times □ Shirt may not have a logo of any kind □ Shirt should have 2 buttons

SOLID BLACK PANTS:

□ Pants must be approved by your General Manager. □ A good quality black slack □ Editor-style for females □ Docker-style for males □ Fit should be neat with a crisp ironed crease □ Length should have slight break over the shoe, socks should not show □ NO: Jean-style, flap pockets, double-stiched, patch or cargo pockets,

ankle huggers, flare or dragging pant leg pants are allowed.

SHOES, SOCKS & BELTS: SHOES: Solid black shoes only

□ No stripes or colors allowed on shoes □ Must be clean and made of leather or leather like (no canvas) □ Heels are to be no more than 1 ½“ high □ No open-toed, backless or clog type shoes

SOCKS: Black socks only

BELT: Black leather belt

□ Smooth matte (not shiny) finish □ No holes or detail □ Simple buckle that is silver, gold or black only □ No large buckles

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RESTAURANT VOCABULARY 86- Sold out of a particular item.

2 Top- A table or booth that seats or can seat up to two people.

4 Top- A table or booth that seats or can seat up to four people.

6 Top- A table or booth that seats or can seat up to six people.

All Day- Consolidate on drinks or food items, i.e. “3 Dr. Peppers all day” Bank- Money a server carries to make change for a guest's bill.

Behind You- A verbal warning not to turn around or stop as someone is

behind you. Check-Out- A shift leader checks a server’s side work to make sure it has

been completed correctly. May also refer to a server turning in his/her money at the end of their shift.

Closed- The point during a shift when a server will no longer receive

tables, however, they will continue to serve their existing tables.

Expediter- Person who calls the orders into the kitchen. He/she is also the

final checkpoint for food quality before it reaches the guest. The expediter bridges all communication from the wait staff to the kitchen.

Expo- The place where food comes out of the kitchen.

Graze- (Garbage mouthing or Grazing) - To eat food off of plates or

eating any food items while working a shift. This is prohibited. The exception is the expediter who tastes all the food.

Hobart- The area or machine where dishes are washed.

On The Fly- Needing something immediately –rush it.

P.S.T.M.- (Pre-shift team meeting) A gathering of servers before each

shift. This gives managers a chance to inspect uniforms and

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give information. Runner- Any person who takes food from the service

line out to the appropriate guests table. Roll-Up- 2 forks, 1 knife, 1 spoon rolled together in a white linen. Roll-ups

are placed on every table in the dining room. Run Food- Taking food to a table.

Side Work- Duties assigned to a server to do throughout a shift.

Singled Out- Needing only one

Spec- To do a job or to make a food item exactly to specification.

Station- A server's assigned tables.

Teamwork- Charleston's service philosophy. Everyone (managers, servers,

hostesses, and the kitchen staff) helps each other. Wait- Refers to a full restaurant. Guests are waiting to be seated.

Wait Station- The area where servers obtain glasses, iced tea, coffee,

etc. Weaving- This is when a server circulates through the entire restaurant

looking to see what is needed by our guests. Weeds- Not being able to perform up to Charleston's standards. Can

occur from being unorganized or simply being extremely busy.

Zone- The point during a shift when a manager closes

some stations, and enlarges others.

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Trainer: Date: ____________ Trainee: ______________________ Training Preview:

___ Arrive on time in complete uniform ___ Clock In ___ Reference Material Reviewed ___ General Information and Table Chart Test ___ Given ___ Corrected ___ Reviewed ___ Today’s Training Goals ___ In-Depth Tour

___ Dining Room ___ Towel Buckets

___ Slings, Booster Seats, High Chairs ___ Silverware ___ Other Items Needed for Setting Tables

___ Kitchen ___ Hobart Area/ Linen Bag ___ Trash Cans and Trash Bags ___ Silverware Station ___ Dishes/Glassware ___ Expo Area ___ Liquor Cage ___ Candle Refills ___ Condiments ___ Ice Bins and Machine ___ Buckets and Scoops ___ Restroom Supplies-Soap, Paper Towels, Toilet Paper ___ Cleaning Solutions

___ Parking Lot ___ Areas to Look for Trash ___ What is Meant by Trash

___ Shiftly Procedures: Check Towels and Restrooms ___ Closing Procedures: Bar, Restroom, Managers ___ Additional Goals for Today

1. __________________________________________ 2. __________________________________________ 3. __________________________________________

BUSSER TRAINING SCHEDULE

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On The Job Training:

Trainer and Trainee work together. Trainee will observe and assist the trainer. The following points must be explained.

___ Bussing and Setting Tables ___ Setting Tables Thoroughly, Quickly, Quietly ___ Setting Tables Correctly ___ Cleaning and Restocking Restrooms ___ Cleaning Mirrors ___ Emptying Trash ___ Refilling Soap ___ Checking Toilet Paper ___ Wiping Counters ___ Refilling C-Folds ___ Maintain Clean Floors ___ Rolling Silverware ___ Check Parking Lot for Trash

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GENERAL BUSSER POINTS

FIRST IMPRESSION

SMILE! The unique aspect of being a busser is that you come into direct contact

with every guest that walks through the door. The first impression that is made at

the front door is often carried throughout the guests’ whole dining experience

with us. When our guests enter the restaurant, they want to see an attentive

employee versus someone who is just going through the motions. It is important

that you make each guest feel welcome and comfortable by projecting a

friendly attitude towards each and every one of them.

A LASTING IMPRESSION

It is our goal to treat our guests in a way that we insure their return. Your

responsibility continues even after the guest is seated for dinner., It is important

that you are quick to recognize any further guest needs. Always be ready with

directions to the telephone and restroom. If for some reason, a guest stops and

asks you a question you are not familiar with, quickly find a server or manager to

take care of the guest. As they are leaving, make sure to say “Thank You” (the

five thank you rule)! The key to making our restaurant flow smoothly is teamwork,

and you are a very important part of the team.

GUEST FEEDBACK

Accept guest response, positive or negative. We sincerely hope the majority of

comments will be positive ones, but occasionally a problem may arise. Please

handle these difficult situations in a polite and professional manner. Without

making our guests feel uncomfortable, ask them to wait for a moment and say

“...let me get (managers name), he/she would like to hear your feedback.” Do

not try to handle it yourself or promise the guest anything, let the manager talk to

them.

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PRIMARY RESPONSIBILITY:

CLEARING AND SETTING TABLES

Your job as a busser plays a very important role in the success of this restaurant.

Your responsibilities include keeping all available tables cleared and set as well as

maintaining the overall cleanliness of the restaurant. Clearing and setting tables is

your first and most important responsibility! How quickly, thoroughly, and

consistently the tables are cleared and set directly affects the Guest. Listed below

are things to remember about these three factors.

QUICKLY

Tables should be cleared and set within two minutes after the previous guests

have departed. There is a constant flow of Guests entering and leaving the

restaurant. All available tables must be ready in order to seat the Guests as soon

as possible.

THOROUGHLY

Each table should be cleaned and set knowing that someone will be eating at

that table when you finish. Always wipe the ENTIRE table with a CLEAN towel,

check the CHAIRS and BOOTHS for crumbs, check the FLOOR for trash, and set the

table NEATLY with CLEAN and tightly rolled silverware. Candles and condiments

should be arranged properly. Candles should be lit in the evening.

CONSISTENTLY

The appearance of the dining room is always very important. Every time a Guest

walks through the restaurant, he/she notices the decorations and the design of the

dining room. DIRTY TABLES ARE NOT IMPRESSIVE. They will affect the Guest’s

impression of the restaurant. Even the Guests sitting near the dirty table will not enjoy

his /her meal.

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THE FAST, EASY WAY TO CLEAR AND SET TABLES

Clearing and Setting Tables is the most important part of your job. What you use

to wipe the table will make a big difference. Do not carry the buss towels around

with you. The towels should be kept rinsed and clean regularly. Listed below are

some points on bussing and setting tables. Remember that our goal is to clear

and set each table within one minute.

MAKE SURE THE GUEST HAS LEFT

Tables are often mistakenly cleared while guests are in the restroom. There are

a number of hints that will help you determine if the party has left such as:

money on the table, empty coffee mugs, lack of silverware etc. When in

doubt, ask the table’s server.

CLEARING THE TABLE

Move candle and condiments to the corner of the table. Completely wipe

down the table with a clean, damp bus towel. Make sure to conceal the towel

in your hand. The towel should never be visible to the guest. Avoid pushing

crumbs and trash onto the floor. Arrange candle and condiments properly in

the center of the table. If you leave the table with dirty dishes, but have not

wiped it down, pull the sugar shaker out to the end of the table to indicate to

the hostess or others that the table is not clean. Wipe all chairs and booths.

Check for crumbs and spills.

CHECK THE FLOOR

Crumbs, napkins, trash are often missed, make sure to sweep when

needed. A table that had children will probably need a total floor check.

Watch for items that have been left by guests and bring them to a

manager on duty making sure to tell them the table number it came from.

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RESET THE TABLE

All table settings must be clean and tightly rolled. Make sure to set the table

correctly.

ONE LAST LOOK

Ensure that the table is ready for the next Guest. Inform Hostesses or managers

which tables are ready to be sat.

DISH MACHINE

Place all items into the proper containers or stacks. Return any chip baskets,

condiments, etc. to their proper place in the kitchen.

BUSSERS SHOULD NEVER

Remove dirty dishes from occupied tables, nor should they refill beverages for

guests; if the guest asks for something, the busser should notify a server.

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SECONDARY RESPONSIBILITY:

MAINTAINING THE CLEANLINESS OF THE RESTAURANT

BE AWARE OF THE FOLLOWING:

FLOORS

The isles in the dining room must be kept clean. Always pick up any paper, food,

and any other trash that might have accumulated on the floor. Pick up any

trash wherever it is noticed. Never “walk over” it. Use the broom or Bissel to pick

up crumbs if necessary. A table with children will generally require a full floor

check. It is important to be aware of the floor because its appearance will in

turn affect the Guest.

RESTROOMS

The restrooms must be checked every half-hour. They must be stocked with soap,

paper towels, and toilet paper. Remember to check the floors, trash, and wipe

mirrors and counters regularly. It only takes a few minutes each half-hour to

maintain a clean restroom but it must be done regularly.

TABLE SET-UPS

Keep a supply of the items needed for setting tables. This includes silverware and

bus towels. Bus towels should be kept clean at all times. The area for these

should be kept organized and readily available for quick bussing a setting of

tables. Bus towels should not be carried around unless busser is on the way to

wipe down a specific table. The towel should be kept concealed in the hand.

PARKING LOT

The parking lot is also important to the overall cleanliness of the restaurant.

Check for candy wrappers, toothpicks, cigarettes, and any other trash. This

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could be first or last thing that the Guest sees at Charleston’s. These areas should

be checked on a regular basis. Check with the manager to know how often this

should be done

ASSISTING THE BARTENDER

If possible, check with the bartender to see if anything is needed. Boxes or trash

may need removing. Additional glass or ice may be needed.

Obviously, the responsibilities of the busser will influence how smoothly and

successfully the restaurant operates. The busser must have a true concern for

the Guest and maintain a sense of urgency at all times. Remember that our goal

is to satisfy every Guest in such a way that we insure their return. Approach you

job with enthusiasm and your time at Charleston’s will be enjoyable as well as

rewarding.

RESTROOM CHECKS

From time to time you will be handed a Restroom Check-List slip. Take the slip and

check each item listed. Is there plenty of toilet paper and towels? Are any of

the light bulbs burnt out? Plenty of soap? Are floors and counter tops clean?

Upon restocking and ensuring cleanliness of the restroom, sign the slip, write the

time on it and return it to the expediter's spindle.

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BUSSER FINAL TEST 1. What are the adjectives that describe the way we clean tables (Hint: The first letters are Q, T, C) (3pts)

2. What should you do if you’re unsure if a party has left? (1pt)

3. How can you tell if a party has left? (1pt)

4. What is the best way to wipe the entire table? (1pt)

5. Why do you check the chairs and floor?

6. When should you sweep the floor?

7. Why is one last check of the table important?

8. What should you do with credit card vouchers or money left on

the table?

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FOLLOW SHIFT

ITEM 1 – NEEDS A LOT OF ATTENTION

2 – NEEDS SOME ATTENTION

3 - MEETS STANDARDS

APPEARANCE

PERSONALITY/ATTITUDE

ORGANIZATION

COMMUNICATION SKILLS

SENSE OF URGENCY

TEAMWORK

AGGRESSIVENESS

AWARENESS

FRIENDLINESS

GUEST AWARENESS

SHIFT DATE: AM/PM __________________________________________________ COMMENTS: _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ DEVELOPMENTAL GOAL 1: ____________________________________________ DEVELOPMENTAL GOAL 2: ____________________________________________ DEVELOPMENTAL GOAL 3: ____________________________________________ TRAINER SIGNATURE: ____________________________________________ TRAINER SIGNATURE: ____________________________________________ MANAGER SIGNATURE: _________________________________________

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REVERSE SHIFT



3 - MEETS STANDARDS

APPEARANCE


ORGANIZATION


SENSE OF URGENCY

TEAMWORK

AGGRESSIVENESS

AWARENESS

FRIENDLINESS

GUEST AWARENESS


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2ND REVERSE SHIFT (IF NEEDED)



3 - MEETS STANDARDS

APPEARANCE


ORGANIZATION


SENSE OF URGENCY

TEAMWORK

AGGRESSIVENESS

AWARENESS

FRIENDLINESS

GUEST AWARENESS


BUSSER MANUAL & PACKET - Charleston's Training …s Busser Manual-Packet 1.1... · MANUAL & PACKET...

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