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Joe’sAmericanBarandGrillBusserTrainingPhilosophyandSetup

PhilosophyTheHourlyTrainingProgramisdesignedtotrain,inspireandprepareourservers,bartenders,bussers,foodrunnersandhostTeamMemberstodeliverourpromiseofanunforgettableexperiencethroughourengagingservice,freshfoodanddrinksandcomfortablesetting.

Thesuccessofthisprogramisbasedonthepassionandknowledgeofthetrainers,preparationandorganizationandthetrainingmodule:Tell,Show,Test,ProvideFeedback

SetupOrientationisconductedthefirstdaythenewTeamMembercomestoworkandisledbytheGeneralManager.

PerfectUniformo TheGeneralManagerwillprovidetheJoe’spinandapron.

Onboarding NewHirePaperwork TavistockHandbook TrainingFolderforTeamMember

o Thetraineewillberesponsibleforbringingthisfolderwiththemeverydayfortraining.

Onceorientationiscomplete,theTeamMemberisgivenatrainingschedulethatcoordinateswiththeprogramrequirements.Theprogramis3followshiftsintotal,concludingwitharoleplay.

ThefollowshiftswillbeconductedwithabussertrainerandprovidethenewTeamMemberwithrealisticservingscenariosandanopportunitytogetcomfortablewiththerestaurant.Theywilllastmajorityofthebussertrainer’sshifttomimicarealfloorshift.Itisuptothediscretionofthemanagerwhentocutatrainee.

Theroleplaywillbeconductedbyamanageronceall3shiftsarecompleteandbeforethetraineeworksascheduledshift.

Atthecompletionofthe3shiftprogramandtheroleplaythenewTeamMemberwillbeputontheschedule.

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BusserTrainingFollowSheet

FloorFollow#1

Shadowtrainerforentireshift

LearnRestaurantSetup

o Properuniform:cleanwhitepressedoxfordshirt,navyapron,darkjeans,blackpolishableshoes,blackbelt,joe’spin

o Learntablenumberso Learnwherebroomsare

kept/sweepingthroughoutshift

o Learnwherelinensarekept/howtoemptylinenbags

o Learnhowlinensarefolded/roll‐ups

o Learnhowtopolishsilverwarecorrectly

o Learnwhereexcesssilverware,b&bs,trays,highchairscanbefound

o Table>chair>floor>reset

TrainerSignature:_______________

Notes:____________________________

____________________________________

____________________________________

FloorFollow#2

Shadowtrainerforhalfofshift

LearnProperClearing/Resetting

o Explainsidework(Emptylinenbags,doroll‐ups,silverware,napkins,cleanhutch)

o Showhowtocleartableso Nodumping–keepcondo

hutchescleano Showanexampleofthe

perfecttablesetup:bothpatioanddiningroom–placesetting,centerpiece,chairsandfloors

o Practicewithtrayo Table>chair>floor>reseto Cleartablesandhave

trainerreseto Halfwaythroughshift

switch:havetrainercleartablesthenhavetraineeresetwhiletrainerchecks

TrainerSignature:_______________

Notes:____________________________

____________________________________

____________________________________

FloorFollow#3

Busonownandhavetrainercritique

Busonown

o Conductshiftasiftheyarebussingonown

o Review‘theperfecttable’andhavetraineecheck

o Table>chair>floor>reset

o Reviewsideworkandexplainthatitmustbecompletedattheendofeachshift

o Goovertipprocedureo Gooveropeningshift

procedureo Gooverclosingshift

procedureo Gooverendofshift/getting

checkedoutbyamanagero Haveatableroleplaywith

amanager

TrainerSignature:_______________

Notes:_____________________________

____________________________________

___________________________________

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StepsforBussingaTable

1. Whenguestshaveleftatable,bringbussertraytotableandclearalltrash,silverware,plates,etc.fromtabletop

2. Useawet towel (from sanitizer bucket)towipesurfaceoftable3. Checkchairsandwipethemifnecessary4. Checkfloor:pickupanytrash,napkins,silverwareandthensweep5. Gotobusserstationtogetcleanroll ups and b&bplatestoresettable;If condiments

areleftonthetabletakethemwithyouwhenyougo6. Straightenandtightensalt (right) and pepper (left) griders.7. Taketraytodishpitormoveontothenexttableifyouhaveroomonthetray

ReasonsforBussingThisWay

Itisimportantthatwefocusononetableatatimesothatwecanseatguestsandkeepthewaittimelowatthedoor.

Wecleanfromthetopdowntopreventalreadycleanedsurfacesfrombecomingdirty.1. Table2. Chairs3. Floors4. Reset

Thefloorsneedtobecleanedbeforeresettingthetabletopbecausethehostessesaretrainedtoseatatablewhentheyseethecleanplacesettingsdown.

Itisimportantthatwekeepthedirtytraysoffofthecondohutchbecausetheguestssittingattablesnearthesestationsshouldn’thavetolookatdirtyplatesduringtheirtimeinthebuilding.

THETABLEISTHEFISRTIMPRESSIONTHEGUESTHASWHENTHEDINEWITHUS!LET’SMAKEITCLEANANDPERFECT!!!!

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Table Settings

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Re-setting/Marking Tables

Since we will now be setting our tables with roll-ups, the guest will have only one of each utensil

in front of them. This means, that if a guest uses their fork for a first course, appetizer or salad,

they will not have a clean fork for dinner. WE NEVER LEAVE DIRTY SILVERWARE ON THE

TABLE FOR A GUEST TO RE-USE. We always clear the dirty silverware when we clean first

course, appetizer or salad plates. After clearing the dirty silverware, you will replace whatever

silverware the guest will need for their next course.

WE NEVER REPLACE SILVERWARE WITH A WHOLE NEW ROLL-UP. Procedure for re-setting

tables is below:

1. Clear any dirty silverware from in front of the guest once they are finished (NEVER

LEAVE FOR THEM TO RE-USE).

2. Find or prepare a marking tray. A marking tray consists of a clean tray with a

napkin folded as a liner to set the silverware on.

3. Place the necessary silverware on the marking tray.

4. Re-set silverware in front of guest (NEVER REPLACE SILVERWARE WITH A

WHOLE NEW ROLL-UP).

*** In addition, we will never replace a dirty napkin with a whole new rollup. Please make sure that

you have loose napkins folded to give to a guest if they need a new napkin.

__________________________________________________________________________________________________________________

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BusserRoleplay

TeamMember:_____________________________Manager:________________________________Date:____________

TableClearing: ClearsusingOpenHandService Usessanitizedtowel Bringstraytohelpcleartable Stacksdishesproperly Removesalltrash,debris,condiments,sugarcaddies,etc. 

Clearsusing3stepsystem 

Table,seats,floor Takesdishesdirectlytodisharea,doesn’tdumpthem 

Returnstoweltosanitizerbucket

Notes:

DidWell:

1.

2.

3.

WorkOn:

1.

2.

3.

Rate1‐5(5beingthehighest)

Uniform____________

Clearing____________

Resetting____________

Teamwork____________

TableResetting: Bringscleansilverware,linensandplatestoresetthetable 

Placessettingatproperdistancefromeachother

Ensuresthatallsilverwareisingoodcondition,cleanandpolished 

Ensurescenterpiece,saltandpepperarecleanandplacedproperly

Re‐checksthattableisperfectbeforeleaving

PositionKnowledge: Executessidework

Foldinglinen PolishingSilverware

Knowshowtosetupsanitizerbuckets

Teamwork: Executeschipsandwaterservice Demonstratesabilitytoanticipateguests’needs

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Joe’s American Bar & Grill Mission Statement

The Mission of Joe’s American Bar & Grill is to offer our guests a place to call their own through our house made American comfort food, engaging service and comfortable setting. We serve fresh food and drinks you crave. We earn loyalty by genuinely caring for our guests. We are active participants in our communities. We strive to leave guests compelled to tell us and tell their friends about their experience. The standard is great. Joe’s is your home away from home.

 

TavistockRestaurantCollection Revised5‐2015 

Whoweare:

OrlandobasedTavistockRestaurantCollectionisarapidlygrowing,privatelyheldcompanyoperating15upscaleandfastcasualrestaurantconceptswithmorethan100locationsacrosstheU.S.Wearecommittedtobuildingthelong‐termvalueandprofitbyleveragingthequalityofourfoodandbeveragewithengagingservice.Wearealsocommittedtoexpandingourhighpotentialgrowthconcepts,notablyFreebirdsWorldBurrito.TavistockRestaurantCollectionispartoftheTavistockGroup,aprivatelyheldinvestmentcompanyfoundedbyJoeLewismorethan37yearsago.Mission:

Weareaworldclasshospitalityorganizationprovidingourguestswithhighqualitydiningexperiencesconsistentwithourbrandpromise.Ourcorevaluesarepassion,integrity,leadership,workethicandintellect.Weattractandretainthebesttalent,andaspiretobetheindustryleaderincreatingemotionalconnectionswithourguests.Portfolio:

14conceptswith100+restaurants

Leadership:

JohnBettin–ChiefExecutiveOfficerKeithDavis–ChiefFinancialOfficerSteveByrne–VicePresidentPurchasingandCulinaryOperationsMarcHinson–VicePresidentHumanResourcesAlexEagle–VicePresidentLeasing/LegalRyanMitchell–DirectorofMarketingJohnFisher–DirectorofSalesTomO’Brien–DirectorofOperations–Joe’sDavidForbes–RegionalChef–Joe’sTimFannin–AreaDirectorSamHallak–AreaDirectorJenniferThompson–AreaDirectorContactInformation–RestaurantSupportCenters

TavistockRestaurantCollection4705SouthApopkaVinelandRd,Ste.210Orlando,FL32819 tel.(407)909‐7116

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Joe’s 2.0 Busser/Runner Uniform Standards

At Joe’s American Bar and Grill we take pride in having the best looking uniforms in the business! For this reason, we ask that you follow the specific presentation and uniform standards described below.

Presentation

• All employees are expected to come to work displaying good hygiene and cleanliness. We deal with people so looking and smelling appropriate is important!

• All male employees are expected to be either clean shaven every day or have fully grown and groomed facial hair; no “growing-in phase” will be allowed. If they come in unshaven, it is grounds to be sent home for the shift.

• If the employee wears makeup, it needs to be work appropriate; natural and subtle. No flashy colors or over-the-top looks. They are also required to come to work with their makeup already on. Getting ready on the premises or in the bathroom is not acceptable.

• All employees are expected to have their hair in an acceptable style for the job. Hair is to be well groomed and clean at all times. If their hair is longer than their shoulders, it is required that it be pulled back. Any dyed or colored hair must be of a subtle and natural hue.

• Fingernails must be well manicured. Females wishing to wear a colored polish may do so, as long as it is chip-free and a solid color.

• Minimal jewelry/accessories are acceptable. No long dangling earrings or head pieces that will interfere with work. One earring in each ear is appropriate for male and female employees.

• No visible tattoos above the collar.

Uniform

Summary: Chambray Shirt, Dark Blue Jeans, Joe’s Logo Navy Bib Apron, Chuck Taylor-like Shoes, Brown Belt, Crew Socks

Provided by Restaurant: • Shirt – Chambray-style dress shirt, Men’s and Women’s cuts available. Joe’s will provide 2 shirts

per employee; additional shirts may be purchased from your manager. Brand- Port Authority, Male and Female cuts available. S653--Chambray Blue--MENS CHAMBRAY SHIRT CHAMB BLUE L653--Chambray Blue--LDS L/S DENIM CHAMBRAY BLUE

• Apron – Navy Blue ½ Bib apron with Joe’s logo o Apron should always be clean and not faded/torn. Nothing is to be kept in pockets of

apron. Provided by Employee: Top:

• If an undershirt is preferred, the employee should wear a PLAIN white undershirt or tank top. No visible logos or writing on the undershirt is allowed.

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Bottom: • Jeans – Plain, dark-washed, straight leg or boot cut jeans. The jeans should have a comfortable

fit, not baggy and not a skinny jean. They should be dark in color and not have a lighter wash on the front or back. They should be plain, not have any kind of embroidering or design on them. There should only be front and back pockets, no cargo style. Jeans should not drag on the floor or be rolled at the bottom.

• Belt – a dark brown belt is required; jeans should have belt loops. The belt should be solid brown with a plain buckle. Again, no design, studs, diamonds, etc.

• Socks – crew height black socks required. No ankle socks. No skin should be visible when employee bends leg.

• Shoes – shoes must be Chuck Taylor-style, canvas, non-skid, and slip-resistant shoes. Options considered include: Keds, Adidas, and Shoes for Crews. Shoes must be blue, red, black or white in color.

 

                                                       

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TavistockRestaurantAllergyPolicy

Allstaffmembersarerequiredtofollowthefivestepproceduretoensurewemeetourguests’dietaryrestrictionsandconcerns.Allergiescanbelifethreateningandmustbehandledwithourguestssafetyinmind.

1. Anyteammemberthatisinformedofaguest’sallergymustimmediatelyinformtheManageronDutyANDtheChef,andinsurewecanpreparedishaccordingtoguest’sneeds.

2. TeammemberistoringintheitemintothePOSwiththeproperAllergyKeynotingthespecificingredients(s)whichtheguestisallergicto.

3. ManagerandChefconfirmwitheachothertheneedsoftheguestandhowthedishwillbeprepared.

4. ManagerorChefwillvisitthetablepriortofoodarrivingtoverifyallergy,letthemknowthechefisawareandassurethemwearepreparingthedishastheguest’sneedsdictate.

5. ManagerorChefONLYwilldeliverthespecificallergy‐safefoodtotheguest.

8MajorFoodAllergens:

1. Milk 5.Fish(suchasbass,cod,flounder)

2. Eggs 6.Shellfish(suchascrab,lobster,shrimp)

3. Peanuts 7.Soybeans

4. Treenuts(suchasalmonds,cashews, 8.Wheatwalnuts)

CommonSymptomsofAllergicReactions: Lossofconsciousness Shortnessofbreath Itchingortinglinginandaroundmouth,face,scalp,handsandfeet Hives Wheezinganddifficultybreathing Swellingoftheface,eyelids,tongue,lips,handsorfeet Tighteningofthethroat(difficultyswallowing) Suddenonsetofvomiting,crampsordiarrhea Dropinbloodpressure Death