Introduction to Pacific Fish Co

SEQUENCE OF SERVICE 1. Table Settings

 Initial Setting – The initial setting is a reflection of the entire restaurant. All silverware, glassware, plate ware, centerpieces, & candles must be clean, polished and spot free. The guest does not know who set the table, but the guest will assume that it was you. Keep it clean, neat and organized.

 Pre-Bussing – When we pre-bus a table we wait until everyone at the table has finished with that particular course. We do not pick at tables. The only exception to this rule is if the guest uses any type of gesture to indicate that they would like you to take the plate away. Some of those gestures are a guest pushing their plate into the center of the table, placing a napkin on the plate, stacking the plates, & placing the knife and fork on the side of the plate.

 Bussing – We bus with dignity not with frantic urgency. We continue the bussing of a table throughout the entire meal to provide a service, not just to clear away dirty dishes.

 Re-Setting & Marking of tables – Your guests should only have the utensils that are necessary for the next course. In French service we mark the next course with the appropriate wares just prior to the next course.

 Linen – All linens must be clean and pressed flat. They should be free from any stains, snags or tears. Napkins must be re-folded every time that a guest leaves the table. Linens should never be shaken or thrown onto a table like a picnic blanket. They should be placed on a table professionally and without the tabletop being visible to the surrounding guests.

 Silver – All silverware must be pre-polished prior to the guests’ arrival. We never polish silverware in front of the guest. We polish the silverware prior to placing it on the table. Any silverware using to replace or mark a table must be carried to that table on a marking “tray,” and never on a dirty cocktail tray.

 Plate ware – Must be clean and free from fingerprints, spots or other defects.

 Glassware – Must be clean and polished and free from spots or other defects.

2. Table Greeting – This is the point at which all service hinges. Now this is where teamwork plays a huge roll. It is the servers’ responsibility to do the initial greeting. The server has the ability to delegate to the backwaiter or ask their neighbor to help them out, but the expectation is that every guest gets a warm friendly greeting within 30 Seconds of being sat.  Who Greets? – Server, Backwaiter, Manager, Host, Neighbor, ANYONE!!!

 How Fast? – 30 Seconds of the guest being sat

 Water Service– Within 2 minutes of the guest being sat.

 Offer a warm & friendly greeting welcoming them to Bistro.

3. Table Presence – The way you stand, speak and present yourself to the guests

 Posture – Stand up straight with both feet planted firmly on the floor. Do not ever slouch, lean, crouch or sit at a table.

 Language – Slang & Restaurant Vernacular – In the restaurant business there are a lot of terms that we use frequently. These words are our own language. We call mushrooms “Boomers”, a table for 4 is a “Four Top”, if we run out of something we “86’d” it. All restaurant slang must stay in the back of the house. We must communicate with our guests in a professional and appropriate manner leaving all restaurant jargon in the bus hutches.

 Level of speech – Speak clearly and annunciate your words with confidence. Know that the surrounding tables can hear everything that you’re saying. Keep your spiels consistent and professional. Always keep your conversations professional no matter what direction the guest may try to take the conversation.

 Who can hear you? – EVERYONE!!!

 Fidgeting – Never fidget at a table. No clicking pens, adjusting your weight from one foot to another, crack your knuckles, neck or anything else.

4. Taking A Guests Order – Recognition, Recommendation, & Reassurance. We need to recognize what it is that the guest is looking for. We must make recommendations, and then we need to reassure the guest that they have made a good decision on their choices. Remember to always leave your personal bias at home.

5. Delivering Food And Coursing Out The Meal – Do not rush the guest, but do not create an unusually slow experience either. Never deliver one course on top of the other without the guest asking for that. Watch the pace the guest is going and communicate with the kitchen appropriately so that each course is paced appropriately.

6. Hand Carrying Plates – Max of three plates at a time.  Hot plates hot / Cold plates cold – Always warn the guest that the plates are hot.

 How to handle a plate – By the edges only. Never leave a fingerprint on the plate ware.

 Carry stacked plates in the right hand and one plate in the left when carrying 3 plates.

7. Hand Carrying Beverages

 Stemware – Only hold it by the stem

 Glassware – Only hold it by the bottom third of the glass. Never put your fingers in a glass. Even if you are bussing the table. With two or more drinks, please use a beverage tray.

 When using a beverage tray, place all stem ware and taller glassware towards the center of the tray while placing shorter, better balanced glassware towards the outer rim.

8. How To Deliver Food At A Table

 Keep your elbows out of peoples face

 Serve From the Left with the left hand Clear From the Right with the right hand.

 Never Auction FOOD, for example “Who had the Bistro Steak? Who had the Duck?”

 Check backs – 2 minutes 2 bites

o What to say? Be positive and ask positive questions.

9. Crumbing A Table – We crumb a table whenever it is needed.

10.Delivering a Check – Ring it in properly – Set yourself up for success. Be prompt, efficient and grateful. Set-up/Closing Duties Checklist

BACK WAIT BEVERAGE STATION DINING ROOM SET-UP STATION o Reset plates full o Ice Bin Full o Arrange Tables in o Bread Baskets o Coffee Ready to Brew Room o Bread Cut and in o Tea Caddy Full o Cloth Tables: creases warmer o Glassware Polished are ok, no wrinkles o Spread and Butter o Coffee cups and o Set Tables, Including o Mise-en-Placed saucers full H2O glasses o Silverware Polished o Carafes and fruit iced o Napkin o Water Pitchers, 3 and full o New Candles full o Beverage Station o Fork & Knife o Fold back-up Clean o Clean Chairs napkins o Full uniform o Clean Chair o Full uniform o Book for Orders Covers o Service Station o B & B plate Clean o Front Door Clean o Book for Orders o Floor Vacuumed o Full uniform o Book for Orders

Checked by Mgr. Checked by Mgr. Checked by Mgr. ______MANAGERS’ DUTIES o Dupe Slips Ready o Station walkthrough o Daily Menus Printed o Menus Cleaned o Stations Assigned o Maps and Menus hung o Special Service Items Prepared o Expo Station Set-up o Brigade run through