charleston's server packet 7.17s server... · day 2 – st 1follow shift focus **trainee has...

SERVER PA CKET

NAME

Training Website: Charlestonstraining.com Username: Char Password: 86champagne68

*Trainees will need access to a computer to begin studying the Charleston’s Menu & Service. Please log in before you attend Orientation and bring your paperwork filled out with you. If you have any questions, please call the store.

JULY 2017

NEW SERVER TRAINING AND OVERVIEW EMPLOYEE NAME: EMPLOYEE PHONE #:

DATE TIME SHIFT TRAINER TEST

DAY 1 - CLASSROOM: Trainee begins with a 3 hour classroom where they are guided through Charleston’s food, bar, service standards and POS procedures.

Mentor: General Info Test Table Chart Test

DAY 2 – FOLLOW SHIFT: Trainee follows trainer. Must stay within 6 feet of each other at all times. Trainee has NO communication with guests unless prompted and they should not carry anything to the tables. They should pay attention and absorb the flow of service. Trainer & Trainee write all orders in order pad.

Starters, Soups & Salads, Burgers and Sandwiches Test

DAY 3 - 1ST REVERSE: Trainee actively participates in service and interacts more with guests depending on the trainee’s abilities.Trainer should take first table; Trainee takes the second. Make sure the Trainee handles one table in the Trainer’s section the entire shift.

Entrees, Sides, Kid Items & Desserts Test

DAY 4 - 2ND REVERSE: Trainee actively participates in service and handles as many tables as they are comfortable handling. The goal is to have the Trainee acting independently by the completion of the shift. They should be running two of the tables in the Trainer’s section the entire shift.

Bar, Liquor & Beer Test

DAY 5 – 3RD REVERSE: Sign Off Shift – Trainee should be able to run the section (two tables minimum) from start to finish with little assistance from the Trainer. Trainer should be there to help if needed, but mostly just a shadow to the Trainee.

SERVER ASSISTANT: Trainee runs food and assists servers on a Friday or Saturday night.

Wine Test

ORAL CERTIFICATION: Take the oral exam in back of packet. Also, wait on a manager from beginning to end.

Oral Certification

EXPECTED COMPLETION DATE:

GENERAL INFORMATION TEST 1. List the area partner, general manager, and all store managers. (First and last names)

a. PRESIDENT: b. VICE-PRESIDENT: c. AREA PARTNER: d. GENERAL MANAGER: e. SR. KITCHEN MANAGER: f. FOH MANAGER: g. FOH MANAGER h. BOH MANAGER: i. BOH MANAGER: j. MIT (IF APPLICABLE): k. 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? POSSIBLE POINTS = 24 | TOTAL POINTS SCORED = ____ | TOTAL POINTS = _____/24 | FINAL SCORE = _____%

DAY 2 – 1st FOLLOW SHIFT FOCUS **Trainee has NO communication with guests unless prompted. Trainee should be paying attention and absorbing the flow of service**

Uniform Check!

Test: Starters, Soups & Salads, Burgers and Sandwiches Test **Trainer: Record their Test Score in their FOH Training Record Immediately** Mission Statement: To Consistently Exceed Our Guests’ Expectations

First: Floor Basics (Before trainer has a table) ____ Tour ____ Table #’s ____ Pivot Points (Cover Big Tops) ____ Weaving ____ Seven Steps of Service ____ Guest “Right of Way” ____ Buddy System/Teamwork (Explain) ____ In Door / Out Door ____ Turn & Pull ____ Top 3 Priorities ____ Carrying 3 Beverages in One Hand ____ Carrying Plates ____ Side Work Review: (Opening, Running, & Closing)

� Restrooms & High Chairs � Condiments � Expo

Second: Table Service ____ Greet Times ____ The Greet ____ Buddy System / Teamwork (If your buddy greets the table) ____ Ticket Writing & Proper Abbreviations ____ Open-faced Serving ____ Entrée in front of Guests ____ Manicuring ____ Timing Courses ____ Silent Service

Menu Knowledge Review:

____ Entrees, Sides, Kid Items & Desserts

Last: Post-Shift ____ POS Review ____ Cash Out Procedures ____ Closing Duties & Side Work ____ Checkout with Shift Leader ____ Performance Appraisal with Manager

**Remind the Trainee to look forward into their training & tests online. Also, remind them of the Oral Certification**

STARTERS, SOUPS & SALADS, BURGERS AND SANDWICHES TEST

STARTERS

(10pts)

Queso – A combination of melted , , spicy and roasted topped with cheese, and . Served with warm and a ramekin of .

(10pts)* Not available in all markets

Flatbread Pizza - and Cheese over a , Topped with , and fresh on top of an extra .

(6pts)

Creamy Spinach & Artichoke Dip - Fresh spinach and artichoke hearts tossed in a sauce. Served with delicious , , and . Topped with melted cheese. (Refills: Salsa – 1, Sour Cream – 1, Dip – 0, Chips – Endless).

(6pts)

Shrimp Cargot - shrimp simmered in butter, topped with 2 slices cheese and served with . Sprinkled with parsley. Served with a spoon.

(10pts)* Not Available in all Markets Chicken Quesadilla - , 8-inch flour tortillas filled with sliced , , diced , roasted and a . Grilled to a golden brown and served with and garnished with and . (*Not available in all markets)

(5pts)* Not Available in all Markets Guacamole with Tortilla Chips – guacamole served on a bed of shredded lettuce. Garnished with and fresh and served with endless . (*Not available in all markets)

(9 pts)* Not Available in all Markets

Ceviche – Chunks of fresh cooked with , , , and diced in fresh juice. Served with warm .

(3pts)* Not Available in all Markets

Coconut Shrimp App- large breaded shrimp served with an Sauce.

SOUPS (11pts)

DAY EVERYDAY

TYPE

GARNISH

Cheddar, Bacon & Chives

MONDAY Diced Tomato

TUESDAY Parsley

WEDNESDAY Charleston’s Rice & Scallions

THURSDAY Tortilla Strips & Zebra Cheese

FRIDAY Oyster Crackers & Parsley

SATURDAY Varies

SUNDAY Charleston’s Rice

Featured Soups: , , .

SALAD DRESSING DESCRIPTIONS (11pts)

List the following dressing abbreviations.

DRESSING ABBREVIATIONS

1. Honey Mustard

2. Thousand Island

3. Danish Blue Cheese

4. Creamy Garlic

5. Herbal Vinaigrette

6. Ranch 7. Caesar 8. Vinegar & Oil

9. Champagne Vinaigrette 10. Sweet Bacon Vinaigrette 11. Honey-Lime Vinaigrette

SALADS

_________/ __________/ ____________/ ___________ (14pts) House Salad - A large House salad, prepared with salad mix consisting of , , and cabbage, , and . Other ingredients include diced , , and . Dressing of your choice comes standard on the salad, but may be on the side if requested

(11pts) Spinach & Chicken Waldorf Salad: and with , , and chicken. Tossed in a and topped with , chopped and cheese.

(5pts) Chicken Club Salad - This salad is basically our House salad plus four ingredients. The four ingredients include , , and of choice. All dressings will be served on the side. Remember to ask the guest what dressing they would like and if eggs, bacon and avocado are okay on their salad.

(9pts)

Kale Salad – leaves (tender, mild version of kale) with warm , , , and tossed in a - dressing and topped with a peanut sauce and _______________.

(7pts) Smoked Salmon Caesar Salad – of marinated and hickory on a bed of romaine lettuce tossed in our Caesar dressing with croutons and Parmesan cheese. The salmon is topped with a sauce and garnished with , , and .

(10pts)

Walt’s Champagne Chicken Salad - Mixed greens with chunks of fresh , , sliced breast, , and spiced tossed in . Then topped with cheese, sliced , and toasted .

_________/ __________ or _________/ __________ (5pts)

Soup and Salad - Our House or Caesar salad served with a bowl of our homemade soup. is to always go out unless requested otherwise by the guest.

_________/ __________ or _________/ __________ (4pts) Baked Potato and Salad - A large potato with your choice of and our House or Caesar salad. The Baked Potato and salad will go out unless requested otherwise.

BURGERS AND SANDWICHES

Describe the way Charleston’s cooks its meats (10pts)

RARE CENTER

MED RARE CENTER

MEDIUM CENTER

MED WELL CENTER

WELL CENTER

(3pts) All burgers are grilled over (check for specific woods in your area) and served open face with a choice of or .

(8pts) Cheese Burger - Our cheeseburger is served on a butter-toasted sesame-seed . Topped with sliced , shredded , , , , served standard with (mustard on request).

(6pts) Hickory Burger - This burger is served on a butter-toasted sesame-seed . Topped with grated , , and a silver bullet of .

(10pts)* Not avail in all markets

Fried Chicken Sandwich – of chicken, and - . Served on an bun with , , , and .

(8pts)* Not avail in all Markets Gulf Coast Fish Sandwich – of seasoned and lightly breaded served on an bun with , , and with a side of sauce.

______________________ (8pts) Reuben Sandwich - oz. of thinly sliced on lightly toasted deli style bread. Topped with oz. of fresh kraut and melted . Served with our homemade .

(11pts)

Grilled Chicken and Avocado Club Sandwich - A and hardwood grilled served on - , with , , , , fresh and sliced .

(6pts) Famous French Dip - of our prime rib, thinly sliced, prepared (MR) and piled high on a toasted , with a thin layer of ; on the side. *Server should ask the guest if they would like .


Chicken Ciabatta Sandwich – Thinly sliced , topped with sautéed and , 2 strips of , cheese, and mayonnaise on crisp bread. Possible Points = 224 | Total Points Scored = ______ | Total Points: ____/224 | Final Score = ____

ITEM 1 (Needs a lot of attention)

2 (Needs some

attention)

3 (Meets

Standards) GREET TIMES

BEVERAGE SERVICE

SIDEWORK

RUNNING FOOD

CIRCULATING

PRE-BUSSING

SENSE OF URGENCY

PERSONALITY/ ATTITUDE

TEAMWORK

POS KNOWLEDGE

LIQUOR KNOWLEDGE

APPEARANCE

SHIFT DATE: AM / PM

TRAINER SIGNATURE:

MANAGER SIGNATURE:

TRAINEE SIGNATURE:

COMMENTS:

DEVELOPMENTAL GOAL #1)-



FOLLOW SHIFT #1

THE GREET: This is a verbal test with a Manager at the end of the shift. The trainee should be able to verbally greet a table. Make sure all main points are hit and offer suggestions for improvement.

DAY 3 – 1st REVERSE SHIFT FOCUS **Trainee actively participates in service and interacts more with guests depending on the trainee’s abilities. Trainer should take first table; Trainee takes the second. Make sure the Trainee handles one table in the Trainer’s section the entire shift*

Test: Entrees, Sides, Kid Items & Desserts Test

**Trainer: Record their Test Score in their FOH Training Record Immediately**

Mission Statement: To Consistently Exceed Our Guests’ Expectations

First: Set-Ups & POS Practice (Before trainer has a table) ____ 15 Minutes POS Practice ____ Seven Steps of Service ____ Coffee Set-up ____ Warming Mugs ____ Hot Tea Set-up & Flavors ____ Finger Linen Set-up ____ Side of Lemons ____ Cracker Bowl Set-up ____ Cracked Black Pepper ____ Service Bar Explanation ____ Side Work Review:

� Coffee & Tea � Lemons & Creamers � Silverware

____ D.A.D. Words (Drinks/Appetizers/Desserts) Second: During the Shift

____ Trainee Starts Handling All P.O.S. Transactions ____ Dessert Descriptions ____ Up-Selling ____ Quality Checks ____ Opening the Door for Guests ____ Perfect Pre-bus ____ Check Back / Check Down ____ Check Ready & Ten Step Rule ____ Referring to Guests by their Last Name When Using a Credit Card ____ To-Go Bags & Procedure ____ Restroom Checks

Menu Knowledge Review: ____ Bar, Liquor and Beer

Last: Post-Shift Cash Out Procedures ____ Closing Duties & Side Work ____ Checkout with Shift Leader ____ Red Tickets (4 R’s) ____ Performance Appraisal with Manager

**Remind the Trainee to look forward into their training & tests online. Also, remind them of the Oral Certification*

ENTREES, SIDES, KID ITEMS & DESSERTS TEST

STEAKS & PRIME RIB

(8pts) Hand-Cut Filet - A center-cut filet seasoned and hard wood grilled. When a guest orders , inform them that the they requested. Served standard with a and a or salad.

(5pts) Prime Top Sirloin - A select oz. cut of sirloin seasoned and hard wood grilled. Served standard with a and a or salad.

(9pts) Slow Roasted Prime Rib - or cut of choice prime rib seasoned and slow roasted. Served with a ramekin of and standard with a and a or salad. Server must ask the guest if they would like or horseradish. ***Note: AZ Market: Prime Rib does not include a house or Caesar salad.

SPECIALTIES

(5pts)*Not avail in all markets Chicken Fried Steak - of cube steak, seasoned and hand-breaded to order, deep-fried and smothered with - gravy and served with and .


Chicken Fried Chicken- - chicken breasts and - to order, deep-fried and smothered with - gravy. Served with and .

(7 pts) Pork Chops - Two center cut rib chops lightly seasoned and grilled over . Cook temperatures are either slightly pink ( ) or all white ( ). Standard sides are and . *This item can be served as a half portion with one side.

(7pts) Barbeque Baby Back Ribs - A slab of Baby Back Ribs basted in sauce. Served standard with and and presented with a prior to delivery. *This item can be served as a half portion served with one side.

(8pts) Shrimp Scampi - jumbo shrimp cooked in butter sauce with , served over a bed of then topped with fresh and , served with a piece of toasted .

(5pts) Catfish Platter – Two, catfish fillets lightly breaded in cornmeal and deep fried. Served with and and Charleston’s Sauce.

(6 pts)* Not Avail in all Markets Fish and Chips - of lightly -battered , served with and sauce.

(9pts) Short Smoked Salmon - of fresh salmon, , “ ” smoked, then hardwood grilled and topped with sauce and served on top of relish. Served with a choice of or salad and comes standard with our .

(13pts) Today’s Fresh Fish - An portion of fresh fish over hard wood or . Ticket abbreviation for fish will be name of the fish itself: Sword, Red Snapper, Tuna, etc. Served with choice of or salad and comes standard with our and garnished with seasoned . When ordered grilled, all fresh fish are topped with white wine sauce and fresh daily . (Descriptions below). Name four fish relishes that may be available with the fresh fish. _____________________ _____________________ ______________________ _____________________

CHICKEN

(8pts)

The Enchilada Plate - Two 6 inch fresh tortilla filled with , grated and sauce. Garnished with , and three slices of . (*Not available in all markets)

(6pts) Oven Roasted Chicken - of a chicken that is rubbed and oven roasted to perfection. Served with a generous portion of and our . Presented with a prior to delivery. Limited supply per night, monitor availability.

(8pts)

Parmesan Crusted Chicken – , oz. pan-seared and - chicken breasts served over with sauce. Served with a with mozzarella cheese, pear tomatoes and red onions all tossed in a light vinaigrette. *Note: The parmesan-crust .

(6pts) Chicken Tender Platter - of breaded and deep-fried chicken tenders served with a side of - and . Served standard with and .

(11pts) Chicken Piccata – , oz. pan sautéed chicken breasts tossed with sliced , , and diced . Finished with a and butter sauce and served over . Served with .

SIDE ORDERS

(8pts) Vegetable Medley - A fresh medley consisting on , , , , and steamed to perfection in a lightly seasoned sauce.

_________/ __________ (8pts) Idaho Baked Potato - A large Idaho potato with your choice of toppings: , , , , and .

(7pts)

Garlic Mashed Potatoes - A generous portion of mashed potatoes seasoned with fresh , , , , , butter, and .

Basket _________/ 1Croissant __________ (4pts) Honey Butter Croissants - Delicious fresh baked croissants drizzled with . Served to the basket or individually.

(6pts) Side of Shrimp - of our jumbo shrimp , , lightly and placed over a bed of rice when ordered a la carte. When ordered as an add-on, the skewer will be served on the with the entrée.

Featured Seasonal Vegetables (4pts) ____________________, _____________________, ______________________, ____________________

OTHER SIDES (8pts)

List 8 other available sides:

1.

2.

3.

4.

5.

6.

7.

8.

KID’S MEALS

(4pts) Kid’s Macaroni & Cheese - of pasta served in a rich sauce. *This item is not served with a side item.

(7pts) Fruit, Cheese and Yogurt Plate - oz. of yogurt, surrounded by Crackers, cheese, fresh and . *This item is not served with a side item.

(3pts)

Kid’s Grilled Cheese - cheese melted between two slices of toasted bread. Served with French Fries.

(5pts)

Kid’s Burger – A oz. burger grilled and served on a butter-toasted egg bun. Cooked unless requested otherwise. This burger is served standard , so ask the guest if any are required, there will be no charge for cheese. Served with French Fries.

(4pts)

Kid’s Chicken Tenders - breaded and - chicken tenders served with a silver bullet of - and French Fries.

(3pts) Kid’s Barbeque Baby Back Ribs – rack of our barbeque baby back ribs. Served standard with French Fries. (Served with a prior to delivery)

(5pts) Kid’s Sirloin – Choice oz. cut of sirloin, and grilled. Served with French Fries. Be sure to ask for .

DESSERTS

(7pts)

Homemade Key Lime Pie - Awesome , , and crust filled with natural topped with homemade and finished with . Served with a fork.

(7pts)

Apple Walnut Cobbler - Delicious homemade apple cobbler made with , , , , and . Served hot and topped with . Served with a soup spoon.

(7pts)

Nick’s Bread Pudding - bread and baked in sweet topped with . Served with a sauce and garnished with and a mint leaf. Served with a soup spoon. (Nick is a friend of Mike Rogers, Vice President of the company and it is his recipe)

(7pts)

Carrot Cake – Traditional Carrot Cake loaded with , , and , topped with a icing and garnished with . Name the three other desserts that may be offered (3pt) ________________________, _________________________, __________________________ Possible Points = 235 | Total Points Scored = ______ | Total Points: ____/235 | Final Score = _____%

CHARLESTON’S STANDARDS:


2 (Needs some

attention)

3 (Meets


BEVERAGE SERVICE

SIDEWORK

RUNNING FOOD

CIRCULATING

PRE-BUSSING

SENSE OF URGENCY


TEAMWORK

POS KNOWLEDGE

LIQUOR KNOWLEDGE

APPEARANCE

SHIFT DATE: AM / PM

TRAINER SIGNATURE:

MANAGER SIGNATURE:

TRAINEE SIGNATURE:

COMMENTS:




Note: Remind the Trainee of the Oral Certification

1st Reverse Shift

1. What is our maximum amount of time to greet a table? (2pts)

2. How do you know if a table has been greeted or not? (2pts)

3. What items do you cover in your greet? (2pts)

4. How do you use suggestive selling in your greet? (2pts)

5. How long do you have to get your first round of drinks to a table? (2pts)

6. When do you bring a new beverage to a guest? (2pts)

7. All alcoholic beverages and hot beverages automatically receive what? (2pts)

8. Who has the “right of way” when moving about in Charleston’s? (2pts)

9. How many “Hellos/Thank You’s” should a guest hear? (2pts)

10. If a guest asks, “where is the restroom?” What do you do? (2pts)

Possible Points = 20 | Total Points Scored = ______ | Total Points: ____/20 | Final Score = _____%

DAY 4 – 2nd REVERSE SHIFT FOCUS **Trainee actively participates in service and handles as many tables as they are comfortable handling. The goal is to have the Trainee acting independently by the completion of the shift. They should be trying to run 1-2 of the tables in the Trainer’s section the entire shift*

Test: Bar, Liquor & Beer **Trainer: Record their Test Score in their FOH Training Record Immediately**

Mission Statement: To Consistently Exceed Our Guests’ Expectations

First: Set-Ups & Procedures (Before trainer has a table)

____ 15 Minutes POS Practice ____ Seven Steps of Service ____ Manual Checks ____ Phone Answering Procedures ____ Host Stand Procedures – How to Seat Guests ____ Side Work Review:

� Glassware � Ice & Trash � Service Bar

____ Conduct when you are a guest in the restaurant ____ Tipping on Employee Meals ____ Schedule Review

Second: During the Shift

____ 30 Minute Guest Experience ____ Weaving ____ Full Hands In/Out ____ Consolidation – Give Examples ____ Hot Food Window ____ Personality / Showmanship ____ Wine Presentation ____ POS “See Me” ____ Happy Hour ____ Zoning ____ Service Bar – Running Beverages ____ Wine Service


____ Wine & Wine Presentation Last: Post-Shift

Cash Out Procedures ____ Closing Duties & Side Work ____ Checkout with Shift Leader ____ Comps & Voids ____ Comp #s & HSRG Slips ____ Performance Appraisal with Manager


BAR, LIQUOR & BEER TEST

List each of the house brands (well liquors) and their abbreviations for each of the following: (12pts)

HOUSE BRANDS ABBREVIATIONS

1. Bourbon

2. Scotch

3. Gin

4. Vodka

5. Rum

6. Tequila

List the domestic beers we have and their abbreviations. (Include Non-alc.) (16pts)

DOMESTIC BEERS ABBREVIATIONS

List all beers on tap that we carry: (14pts)

DRAFT BEERS ABBREVIATIONS

List the import beers we have and their abbreviations. (20pts)

IMPORT BEERS ABBREVIATIONS

_______________________ _______________________

_______________________ _______________________

_______________________ _______________________

_______________________ _______________________

_______________________ _______________________

_______________________ _______________________

_______________________ _______________________

_______________________ _______________________

_______________________ _______________________

_______________________ _______________________

Name three liquors from each category and their abbreviation. (EXCLUDING THE WELL LIQUOR)

LIQUOR ABBREVIATION

BOURBON: (6pts) _______________________ _______________________ _______________________ _______________________ _______________________ _______________________

SCOTCH: (6pts) _______________________ _______________________ _______________________ _______________________ _______________________ _______________________

VODKA: (6pts) _______________________ _______________________ _______________________ _______________________

_______________________ _______________________

GIN: (6pts) _______________________ _______________________ _______________________ _______________________

_______________________ _______________________

RUM: (6pts)

_______________________ _______________________ _______________________ _______________________ _______________________ _______________________

Name our two premium Tequilas and their correct abbreviation. (4pts)

_______________________ _______________________

_______________________ _______________________

What brand of Brandy(s) do we serve here at Charleston’s? (1pt) If a Guest orders a Vodka tonic, how would you up-sell to the guest? (3pts) What 3 questions should you ask when a person orders a martini? (3pts)

All clear liquors served with a clear mix are garnished with? (1pt) What do we serve with every beer ordered? (1pt) All sours and Collins are garnished with? (1pt) What is the garnish for a vodka Collins? (1pt) What’s a flag? (1pt) What’s a good rule to follow in questioning whether someone is of legal age to drink? (1pt) What forms of I.D. do we accept? (1pt) If someone seems intoxicated at your table, what should you do? (1pt) How much do we charge for doubles? (1pt)

Name the five juices we serve: (5pts)

Do we make the Bloody Mary Mix in house? (1pt) Do we have Perrier? (1pt) How do we serve Cokes and Sodas? (1pt)

Name one “after dinner” drink, it’s abbreviation, and describe it. (3pt) Do we serve espresso and cappuccino? (1pt) When a guest orders a frozen drink like a Pina Colada or Strawberry Daiquiri what should you tell them and what might you suggest as an alternative? (2pt) Complete the following chart: (28pts) DRINK LIQUOR/SCREEN GARNISH Amaretto Sour ______________________ ______________________

Charleston’s Bloody Mary ______________________ ______________________

Café Charleston’s ______________________ ______________________

Cosmopolitan ______________________ ______________________

Crown and Coke ______________________ ______________________

Gin Martini Rocks Olive ______________________ ______________________

Gin and Tonic ______________________ ______________________

Jack Daniels and Sprite ______________________ ______________________

Long Island Tea ______________________ ______________________

Margarita on the Rocks ______________________ ______________________

Peach Bellini ______________________ ______________________

Perfect Margarita ______________________ ______________________

Scotch and Water ______________________ ______________________

Vodka Collins ______________________ ______________________ What screen would you find the following drinks? (14pts)

COKE ___________ CAFÉ CHARLESTON’S ___________

ICED TEA ___________ CABERNET SAUVIGNON ___________

VODKA MARTINI ROCKS OLIVE ___________ BUDLIGHT ___________

CHARDONNAY ___________ COFFEE ___________

GLENLEVIT ON THE ROCKS ___________ COORS LIGHT ___________

BEEFEATERS & TONIC ___________ WHITE ZINFANDEL ___________

GRAPEFRUIT JUICE ___________ ABSOLUT & TONIC ___________

BONUS QUESTIONS: (Total 2 Points Available)

Name our single malt scotch(s). (1pt) How much total liquor does a guest receive if their order is up or on the rocks? (1pt)

Possible Points = 168 | Total Points Scored = _____ | Bonus Points = 2 | Bonus Points Scored = ___

Total Points: ____+ Bonus Points: ___ = ___/168



2 (Needs some

attention)

3 (Meets


BEVERAGE SERVICE

SIDEWORK

RUNNING FOOD

CIRCULATING

PRE-BUSSING

SENSE OF URGENCY


TEAMWORK

POS KNOWLEDGE

LIQUOR KNOWLEDGE

APPEARANCE

SHIFT DATE: AM / PM

TRAINER SIGNATURE:

MANAGER SIGNATURE:

TRAINEE SIGNATURE:

COMMENTS:



DEVELOPMENTAL GOAL #3)- Note: Remind the Trainee of the Oral Certification

1. What words do we never say to a guest? (2pts)

2. If a guest has any comment, complaint or issue what do you do? (2pts)

3. Do we box to-go food for our guests? (2pts)

4. How many to-go boxes automatically receive a bag? (2pts)

5. What is our check procedure? (2pts)

6. What is the 10-Step Rule? (2pts)

7. When delivering food to a guest, what should always be closest to them? (2pts)

8. Name our Seven Steps of Service in Order: (7pts) 1.

2.

3.

4.

5.

6.

7. 9. How early should you be to each shift, to be considered on-time? (2pts)

10. The answer to our guest is always !!! (2pts)


DAY 5 – 3rd REVERSE SHIFT FOCUS **Sign Off Shift – Trainee should be able to run the section (two tables minimum) from start to finish with little assistance from the Trainer. Trainer should be there to help if needed, but mostly just a shadow to the Trainee** Test: N/A Mission Statement: To Consistently Exceed Our Guests’ Expectations Focus on the Following with the Trainee:

____ Sense of Urgency ____ Ability to Think Ahead ____ Correcting Past Behaviors ____ Seven Steps of Service ____ Greet at Table ____ Vision at Table (Manicuring, Pre-bussing, etc.) Upselling Menu Knowledge Liquor / Wine Knowledge Timing Tables Attitude / Personality Teamwork Side Duties Communication Skills Plate & Glassware Carrying Serving Open-Faced Beverage Area Procedures Turning & Pulling Procedures Offering Hands to the Expo Running Service Bar Drinks


____ Wine Last: Post-Shift

Cash Out Procedures ____ Closing Duties & Side Work ____ Checkout with Shift Leader ____ Performance Appraisal with Manager




2 (Needs some

attention)

3 (Meets


BEVERAGE SERVICE

SIDEWORK

RUNNING FOOD

CIRCULATING

PRE-BUSSING

SENSE OF URGENCY


TEAMWORK

POS KNOWLEDGE

LIQUOR KNOWLEDGE

APPEARANCE

SHIFT DATE: AM / PM

TRAINER SIGNATURE:

MANAGER SIGNATURE: TRAINEE SIGNATURE: COMMENTS:




Note: Remind the Trainee of the Oral Certification

SERVICE TEST #4

1. How often do we perform Restroom Checks? (2pts) 2. Where should your hand be when carrying glassware? (2pts)

3. How much ice goes in an iced tea? (2pts)

4. How much ice goes in a water or soda? (2pts)

5. Do we automatically serve straws with our waters, tea & sodas? (2pts)

6. Do we serve lemon with our waters? (2pts)

7. If a one guest asks for a side of lemons, what do you bring? Two guests ask?

(2pts) 8. What are our standard cook times? (2pts)

9. What does manicure your table mean? (2pts)

10. What does a perfect pre-bus consist of? (2pts)

11. What is our Mission Statement? (4pts)


**EXTRA – 4TH REVERSE SHIFT FOCUS (IF NEEDED)** **Extra shift to find tune the knowledge and skills of the trainee**

Test: N/A

Mission Statement: To Consistently Exceed Our Guests’ Expectations Focus on the Following with the Trainee:

____ Sense of Urgency ____ Ability to Think Ahead ____ Correcting Past Behaviors ____ Seven Steps of Service ____ Greet at Table ____ Vision at Table (Manicuring, Pre-bussing, etc.) Upselling Menu Knowledge Liquor / Wine Knowledge Timing Tables Attitude / Personality Teamwork Side Duties Communication Skills Plate & Glassware Carrying Serving Open-Faced Beverage Area Procedures Turning & Pulling Procedures Offering Hands to the Expo Running Service Bar Drinks


____ Wine & Wine Presentation ____ Service Standards

Last: Post-Shift

Cash Out Procedures ____ Closing Duties & Side Work ____ Checkout with Shift Leader ____ Performance Appraisal with Manager




2 (Needs some

attention)

3 (Meets


BEVERAGE SERVICE

SIDEWORK

RUNNING FOOD

CIRCULATING

PRE-BUSSING

SENSE OF URGENCY


TEAMWORK

POS KNOWLEDGE

LIQUOR KNOWLEDGE

APPEARANCE

SHIFT DATE: AM / PM

COMMENTS:



DEVELOPMENTAL GOAL #3)- **SIGNING BELOW MEANS ALL PARTIES AGREE THE TRAINEE IS READY TO PROCEDE TO A 2-TABLE SECTION SOLO**

TRAINER SIGNATURE:

MANAGER SIGNATURE:

TRAINEE SIGNATURE:

DAY 6 – SERVER ASSISTANT (SA) SHIFT **This shift the Trainee will run food, drinks & assist the staff. It is a great opportunity to review table numbers, seat numbers, the flow of the shift & the expo windows** Test: Wine & Service Standards

**Trainer: Record their Test Score in their FOH Training Record Immediately**

Mission Statement: To Consistently Exceed Our Guests’ Expectations Trainee focus on the following:

� Hot Food Window � Salad Window � Wiping Plates � Additions to Plates: Ketchup, Au Jus, etc. � Running Hot Food � Running Cold Drinks � Flow of the Shift � Table Numbers � Seat Numbers (Pivot Points) � Service Bar – Drink Running � Serving Open-Faced � Entrée Closest to Guest � Ice in Drinks – Iced Tea overflowing with ice, Soda & Water full of ice � Full Hands In/Out � In Door/Out Door � Seven Steps of Service

**Remember you still have the Oral Certification to study for**

WINE

Wine types and varieties vary from location to location. Give the names of your wines, their types and their abbreviations. (i.e. Tott’s, Champagne, CHAMP) (84pts)

Name Type Abbreviation

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

14.

15.

16.

17.

18.

19.

20.

21.

22.

23.

24.

25.

26.

27.

28.

Name three types of wines and describe them. (i.e. Champagne = white, dry,

carbonated) (9pts) 1. ________________________________________________________________________________________________

________________________________________________________________________________________________ 2. ________________________________________________________________________________________________

________________________________________________________________________________________________ 3. ________________________________________________________________________________________________

________________________________________________________________________________________________ Define the following wine terms and give an example. 3pts each (15pts)

BODY: ________________________________________________________________________________________

DRY: ________________________________________________________________________________________

FRUITY: ________________________________________________________________________________________

SEMI-SWEET: ________________________________________________________________________________________

TANNIN: ________________________________________________________________________________________


TABLE 11

CARGOT (2) QUESO

POS. BEV ENTREE SOUP/SAL

1 TEA WALDORF SAL

--- ---- --------------------- ------

3 BARQ’S REUBEN SLAW

HOUSE $ RANCH

TABLE 44 CROISSANTS (4)


1 BUD

LIGHT DRAFT

SIRLOIN (MW) SUB ASPARAGUS

CAESAR N/C

W/O PARM

2 BELLINI CHK CLUB

EXTRA BAC $ MASHED

3 MILK WALT SAL

DRESSING ONSIDE W/HOT!

4 TOM J 10 PRIME (MR) RAW HORSE

SPUD LOADED

BOWL BAKED

N/C

TABLE 13 BASIL PIZZA (3)


---- --- ----------------------- -------

2 PER RITA

PICCATA RICE CUP DAY

3 ABSO SPRITE

CHK FRY MASHED CARROTS

4 MAKERS ROCKS

SOUP/SAL BAKED

W/O EGGS RANCH BOTH W/ HOT!

TABLE 22

SALSA APP (5) SPINACH


1 DIET SHRIMP SCAMPI

2 KID PINK

KID CHK FF

3 TITOS COSMO

PARM CHK MOZZ SAL

CUP BAKED

4 CAPT

MORG COKE

CHK PLATT BBQ

FF SLAW

5 NA BEV BOWL BAKED W/HOT!

6 KJ CHARD

BACKS SAUCE ONSIDE MASHED BEANS

HOUSE $ W/O TOM BLU CHZ

TABLE 76

SPINACH SPINACH

SEAT 0 – BIG TOP – 1ST REQUEST POS. BEV ENTREE SOUP/SAL

1 LEVIT8 CAB

ROAST CHK MASHED BEANS

2 TEA CHZ BUR (M) GREEN BEANS

X CROISSANT

3 NA BEV W/LEMON

CHK CAES (B) W/HOT!

4 COORS LIGHT BTL

CHK CLUB CUP BAKED W/HOT!

5 AMARETTO SOUR

FILET (MR) VEGGIE

$SD SHRIMP

HOUSE N/C

GARLIC

6 PINK

CHK SAL W/O AVOCADO

HON MUS W/HOT

TABLE 76 SEAT 0 – BIG TOP – LAST REQUEST


7 KID MILK KID STK (M) SPUD SOUR C CHZ

8 GINGER CHZ BUR (MW) OKRA

9 CHAR B MARY

CHOPS (W) NO SIDE NO SIDE

HOUSE N/C W/O BACON

1000

10 KID CRAN KID MAC SD FF

11 CROWN MAN X

PARM CHK $SUB ASPARAGUS

CAESAR $ DRY

TABLE 35 CARGOT (3)


1 COFFEE HOUSE SAL

BLU CHZ W/ HOT!

3 HOT T HIC BUR (MR) W/O ONION

RICE

4 DP CHK FRY MASHED CARROTS

TABLE 54 CROISSANT (4)


1 LEVIT8 CHARD

REUBEN ANGEL PASTA

X CROISSANT

2 VODKA PRESS

SALMON SAUCE ONSIDE

SEASONAL VEGETABLE

HOUSE N/C

RANCH

3 DIET BACKS FF SLAW

BOWL BAKED

4 GOOSE GIBSON

UP

FILET (M) SPUD LOADED W/O

BUTTER

CAESAR N/C

SERVER CERTIFICATION ORAL EXAM

PHASE 1: TRAINING 1. WHAT DID YOU THINK OF YOUR TRAINING? 2. WHAT ARE YOUR SHORT AND LONG TERM GOALS AT CHARLESTONS? 3. WHAT DID YOU LEARN FROM YOUR FIRST FOLLOW? 4. WHAT DID YOU LEARN FROM YOUR FIRST REVERSE? 5. WHO WAS YOUR MOST EFFECTIVE TRAINER? 6. WHAT DID YOU STRUGGLE WITH THE MOST? 7. DO YOU FEEL THAT YOU HAVE BEEN TRAINED WELL ENOUGH TO BE BY YOURSELF? 8. WHAT IS YOUR VIEW ON TEAMWORK? PHASE 2: LOCAL OPTIONS 1. WHAT IS OUR PHONE #? 2. WHAT IS OUR ADDRESS? 3. WHO IS THE PRESIDENT OF THE COMPANY? 4. WHO IS THE VICE PRESIDENT? 5. WHO IS THE GENERAL MANAGER? 6. NAME OUR MANAGERS? 7. WHEN IS YOUR SCHEDULE REQUEST DUE? 8. WHO WRITES YOUR SCHEDULE? 9. WHERE DO YOU PARK? 10. HOW DO YOU ANSWER THE PHONE? 11. HOW DO YOU PUT SOMEONE ON HOLD? 12. DO WE TAKE CHECKS? TRAVELER CHECKS? 13. WHAT CREDIT CARDS DO WE ACCEPT? 14. WHAT ARE OUR HOURS OF OPERATION? 15. DO WE TAKE RESERVATIONS? 16. A GUEST WANTS A $50 GIFT CARD, WHAT DO YOU DO? 17. WHERE ARE EMPLOYEES ALLOWED TO SMOKE? 18. WHAT IS THE DIFFERENCE BETWEEN A COMPLIMENTARY AND NON-COMPLIMENTARY

GIFT CERTIFICATES? 19. WHAT IS THE PROPER PROCEDURE WHEN TRANSFERING SHIFTS? 20. EXPLAIN THE PIVOT POINT SYSTEM AND WHAT IT PREVENTS. 21. WHERE DO WE BOX TO GO FOOD? 22. A GUEST ASKS WHERE THE RESTROOM IS LOCATED, WHAT DO YOU?

PHASE 3: FOOD MENU * = NOT AVAILABLE IN ALL MKTS QUESO* ___ MELTED CHEESE ___ GREEN CHILIES ___ SPICY SAUSAGE ___ ROASTED SALSA ___ COJITA CHEESE ___ GUACAMOLE ___ CILANTRO ___ SALSA ___ TORTILLA CHIPS FLATBREAD PIZZA* ___ MOZZARELLA ___ PARMESEAN CHEESE ___ BASIL PESTO SAUCE ___ ROMA TOMATOES ___ ITALIAN SAUSAGE ___ FRESH BASIL ___ EXTRA THIN-CRUST SPINACH DIP ___ SPINACH & ARTICHOKES ___ PARMESEAN CHEESE SAUCE ___ JACK CHEESE ___ SALSA ___ SOUR CREAM ___ TORTILLA CHIPS SHRIMP CARGOT ___ 6 SEASONED SHRIMP ___ GARLIC BUTTER ___ HAVARTI CHEESE ___ TOASTED FRENCH BREAD CHICKEN QUESADILLA* ___TWO FLOUR TORTILLAS ___ SLICED CHICKEN ___ MIXED CHEESES ___ RED ONION ___ ROASTED PEPPERS ___ SCALLION PESTO ___ CHIPOTLE SOUR CREAM ___ GUACAMOLE ___ GREEN ONIONS

GUACAMOLE WITH TORTILLA CHIPS* ___ HOMEMADE GUACAMOLE ___ DICED TOMATOES ___ SALSA ___ TORTILLA CHIPS COCONUT SHRIMP* ___ FIVE ___ COCONUT BREADED ___ ORANGE MARMALADE EVERYDAY SOUP ___ BAKED POTATO MONDAY ___ SPICY BEAN TUESDAY ___ CREAMY CHICKEN NOODLE WEDNESDAY ___ MOSS POINT GUMBO THURSDAY ___ CHICKEN TORTILLA FRIDAY ___ NEW ENGLAND CLAM CHOWDER SATURDAY ___ CHEFS CHOICE SUNDAY ___ CHICKEN & KALE GARLIC MASHED POTATOES ___ ROASTED GARLIC ___ CELERY ROOT ___ CHIVES ___ BLACK PEPPER ___ BUTTER ___ SOUR CREAM VEGETABLE MEDLEY ___ BROCCOLI ___ ZUCCHINI ___ YELLOW SQUASH ___ CARROTS ___ RED/YELLOW PEPPERS ___ GREEN BEANS ___ SEASONED BUTTER SAUCE

NAME ALL OF OUR SIDES ___ FRENCH FRIES ___ COLE SLAW ___ SMOKEHOUSE BAKED BEANS ___ BRUSSEL SPROUTS ___ GARLIC MASHED POTATOES ___ BAKED POTATO ___ FRUIT ___ SWEET GLAZED CARROTS ___ CREAM CORN ___ SUGAR SNAP PEAS ___ BROCCOLI ___ BROCCOLINI ___ GREEN BEANS ___ SEASONED RICE ___ OKRA FRIED ___ BURGUNDY & SAUTEED MUSHROOMS ___ ANGEL HAIR PASTA ___ ASPARAGUS CROISSANTS ___ HONEY BUTTER ___ 1 FOR $___ & 5 FOR $___ HOUSE SALAD ___ HEAD LETTUCE ___ ROMAINE LETTUCE ___ GREEN & RED CABBAGE ___ CARROTS ___ FIELD GREENS ___ CROUTONS ___ EGGS ___ BACON ___ TOMATO CHICKEN CLUB SALAD ___ HOUSE SALAD MIX ___ LIGHTLY FRIED CHICKEN ___ AVOCADO ___ CHIVES ___ DRESSING OF CHOICE SPINACH & CHICKEN WALDORF SALAD ___ SPINACH ___ FIELD GREENS ___ GREEN APPLES ___ RAISINS ___ STRAWBERRIES ___ HWG CHICKEN ___ SPICED PECANS ___ CHOPPED EGGS ___ SHARP CHEDDAR CHEESE

WALT’S CHAMPAGNE CHICKEN SALAD ___ PINEAPPLE ___ DATES ___ HWG CHICKEN ___ CROUTONS ___ SPICED PECANS ___ CITRUS CHAMPAGNE VINAIGRETTE ___ FETA CHEESE ___ STRAWBERRIES ___ SUNFLOWER SEEDS SMOKED SALMON CAESAR SALAD ___ 5 OZ. SMOKED SALMON ___ SCALLION AIOLI ___ GRAPE TOMATOES ___ CUCUMBERS ___ RED ONIONS KALE SALAD ___ BABY KALE & CABBAGE ___ WARM GRILLED CHICKEN ___ MINT ___ GREEN ONIONS ___ CILANTRO ___ GRAPES ___ HONEY-LIME VINAIGRETTE ___ PEANUT SAUCE ___ MIXED NUTS NAME ALL OF OUR DRESSINGS ___ HON MUS ___ 1000 ___ BLU CHZ ___ GARLIC ___ VINAIGRETTE ___ RANCH ___ CAESAR ___ VIN/OIL ___ CHAMP VIN ___ SWT BACON ___ HONEY-LIME SOUP & SALAD ___ WE BRING YOUR SOUP OUT FIRST, IS THAT OKAY? BAKED POTATO & SALAD ___ WE BRING THOSE OUT TOGETHER, IS THAT OKAY?

BURGERS & SANDWICHES: CHOICE OF… ___ FF ___ SLAW CHEESE BURGER ___ EGG BUN ___ CHEDDAR CHEESE ___ PICKLES ___ ONION ___ LETTUCE ___ TOMATO ___ MAYONNAISE HICKORY BURGER ___ EGG BUN ___ GRATED CHEDDAR CHEESE ___ 2 PC CANADIAN BACON ___ DICED ONIONS ___ HICKORY SAUCE REUBEN SANDWICH ___ 5 OZ. CORNED BRISKET ___ 4 OZ. KRAUT ___ RYE BREAD ___ SWISS CHEESE ___ 1000 ISLAND DRESSING CHICKEN AND AVOCADO CLUB SANDWICH ___ SEASONED & HWG CHICKEN BREAST ___ DELI-STYLE WHEAT BREAD ___ HONEY MUSTARD ___ BACON ___ SWISS CHEESE ___ SPROUTS ___ TOMATO ___ AVOCADO FAMOUS FRENCH DIP ___ 8 OZ. THINLY SLICED PRIME RIB ___ FRENCH ROLL ___ MAYONNAISE ___ AU JUS ___ ASK GUEST IF THEY WOULD LIKE CREAMY OR RAW HORSERADISH

GULF COAST FISH SANDWICH ___ 6 OZ ___ LIGHTLY BREADED MAHI ___ EGG BUN ___ COLESLAW ___ PICKLES ___ ONIONS ___ TARTAR SAUCE FRIED CHICKEN SANDWICH* ___ EGG BUN ___ MAYONNAISE ___ CRISPY CHICKEN ___ PICKLES ___ SHREDDED LETTUCE ___ RED ONION TOP SIRLOIN ___ 8 OZ. SIRLOIN (NEBRASKA 10) ___ SEASONED & HWG ___ SPUD ___ HOUSE OR CAESAR SALAD FILET ___ 7 OZ. ___ SEASONED & HWG ___ WELL DONE = MEDALLIONED ___ SPUD ___ HOUSE OR CAESAR SALAD SLOW ROASTED PRIME RIB ___ 10 OR 14 OZ. ___ SEASONED AND SLOWLY ROASTED ___ AU JUS ___ SPUD ___ HOUSE OR CAESAR SALAD ___ EVERY 2 OZ. MORE FOR $3 ENCHILADA PLATE* ___ TWO YELLOW CORN TORTILLAS ___ GRILLED CHICKEN BREAST ___ ENCHILADA SAUCE ___ SOUR CREAM ___ GUACAMOLE ___ THREE SLICES VINE RIPE TOMATOES OVEN ROASTED CHICKEN ___ ½ OF A CHICKEN ___ HERB RUBBED ___ MASHED ___ BEANS ___ FINGER LINEN PRIOR TO DELIVERY

PARMESAN CRUSTED CHICKEN ___ TWO 3 OZ. PARMESAN-CRUSTED CHICKEN BREASTS ___ SERVED OVER ANGEL HAIR PASTA ___ MARINARA SAUCE ___ FIELD GREEN SALAD W/ MOZZARELLA, GRAPE TOMATOES, RED ONION TOSSED IN HERBAL VINAIGRETTE ___ CRUST CONTAINS NUTS CHICKEN TENDER PLATTER ___ 9 OZ. ___ HONEY MUSTARD & HICKORY SAUCE ___ FF ___ SLAW CHICKEN PICCATA ___ TWO 3 OZ. SAUTEED CHICKEN BREASTS ___ SLICED ARTICHOKES ___ CAPERS ___ ASPARAGUS ___ DICED TOMATOES ___ WHITE WINE & LEMON CAPER BUTTER SAUCE ___ SERVED OVER ANGEL HAIR PASTA ___ SEASONAL VEGETABLE SELECTION SHRIMP SCAMPI ___ 7 JUMBO SHRIMP ___ SAUTEED IN GARLIC & LEMON BUTTER ___ TOMATOES ___ ANGEL HAIR PASTA ___ CHEESE BREAD CHICKEN FRIED STEAK* ___ 6 OZ. OF CUBE STEAK ___ BREADED TO ORDER ___ CHIPTOTLE BLACK PEPPER GRAVY ___ MASHED ___ CARROTS CHICKEN FRIED CHICKEN* ___ TWO 3 OZ. ___ SEASONED & HAND BREADED ___ BLACK PEPPER CHIPOTLE GRAVY ___ MASHED ___ CARROTS

GRILLED PORK CHOPS ___ TWO 8 OZ. HWG CHOPS ___ COOK TEMPS: M OR W ___ MASHED ___ BEANS BABY BACK RIBS ___ FULL RACK OF PORK RIBS ___ BBQ SAUCE ___ FF ___ BEANS ___ FINGER LINEN PRIOR TO DELIVERY CATFISH PLATTER ___ 10 OZ. ___ BREADED ___ DILL TARTAR SAUCE ___ FF ___ SLAW FISH & CHIPS* ___ 8 OZ. ___ BEER BATTERED ___ ATLANTIC COD ___ FF ___ SLAW ___ DILL TARTAR SAUCE SHORT SMOKED SALMON ___ 8 OZ. MARINATED SALMON ___ “QUICKLY” SMOKED ___ WHOLE GRAIN MUSTARD SAUCE ___ CUCUMBER RELISH ___ SEASONAL VEGETABLE SELECTION ___ HOUSE OR CAESAR SALAD TODAY’S FRESH FISH ___ 8 OZ. ___ GRILLED OR BLACKENED ___ GARNISHED WITH RICE ___ SEASONAL VEGETABLE SELECTION ___ HOUSE OR CAESAR SALAD NAME ALL THE FISH RELISHES ___ GREEN APPLE SALSA ___ MANGO TOMATILLO ___ PINEAPPLE PAPAYA ___ GREEN APPLE JICAMA ___ MANGO TOMATO ___ WHITE BEAN ___ WILTED CUCUMBER (SALMON ONLY)

NAME ALL OUR KID’S MEALS ___ KID MAC ___ KID GRILL ___ KID BUR ___ KID CHK ___ KID STEAK ___ KID YOGURT ___ KID BACKS ALL KID’S MEALS COME STANDARD WITH: ___ KID BEVERAGE ___ ICE CREAM W/ CHOCOLATE SAUCE KEY LIME PIE ___ GRAHAM CRACKER, WALNUT & PECAN CRUST ___ KEY LIME CUSTARD ___ HOMEMADE WHIPPED CREAM WARM APPLE COBBLER ___ BAKED APPLES ___ CINNAMON ___ BROWN SUGAR ___ WALNUTS ___ FRENCH VANILLA ICE CREAM NICK’S BREAD PUDDING ___ FRENCH BREAD & RAISINS ___ SWEET CUSTARD ___ COCOA ___ GRAND MARNIER SAUCE ___ WILD BERRIES ___ MINT LEAF CARROT CAKE ___ TRADITIONAL CARROT CAKE ___ COCONUT ___ PINEAPPLE ___ CARROTS ___ PECANS ___ CREAM CHEESE ICING ___ TOASTED COCONUT

PHASE 4: BAR NAME ALL OUR DOMESTIC BEERS NAME ALL OF OUR IMPORT BEERS NAME ALL OF OUR DRAFT BEERS NAME 3 BOURBONS NAME 3 SCOTCHES NAME 3 GINS NAME 3 VODKAS NAME 3 RUMS NAME 3 TEQUILAS NAME 2 COGNACS WHAT BRAND OF BRANDY WE DO CARRY? NAME 3 CHARDONNAYS NAME 3 CABERNETS NAME 3 MERLOTS WHAT IS OUR ROSE? WHAT PROSECCO DO WE CARRY? HOW MUCH WINE DO WE POUR PER GLASS? ___ 6 OZ. WHAT DO YOU ASK WHEN A GUEST ORDERS A MARTINI? ___ GIN OR VODKA ___ UP OR ROCKS ___ OLIVE OR TWIST WHAT IS THE GARNISH FOR CLEAR LIQUORS WITH A CLEAR MIXER? ___ LIME SQUEEZE WHAT KIND OF BLOODY MARY MIX DO WE USE? ___ ZING ZANG

NAME AN AFTER DINNER DRINK ___ CAFÉ CHARLESTON’S ___ IRISH COFFEE ___ SNUGGLE WHAT KIND OF WATER DO WE SERVE? ___ SAN PELLIGRINO ___ AQUA PANNA ___ TAP WHAT IS IN THE PERFECT MARGARITA? ___ JOSE CUERVO TRADICIONAL ___ GRAND MARNIER ___ COINTREAU ___ RITA MIX ___ OLIVE/LIME/OLIVE ___ SALT RIM WHAT IS IN THE PEACH BELLINI? ___ RUM ___ PROSECCO ___ PEACH SCHNAPPS ___ PEACH MIX ___ GRENADINE WHAT IS THE GARNISH FOR ALL SOURS & COLLINS? ___ ORANGE FLAG DESCRIBE CHARDONNAY ___ DRY ___ WHITE ___ OAKY DESCRIBE CABERNET ___ DRY ___ RED ___ BERRIES ___ TANNIC DESCRIBE MERLOT ___ RED ___ DRY ___ VELVETY DESCRIBE RIESLING ___ LIGHT ___ FRUITY ___ SEMI SWEET

PHASE 5: SERVICE 1. WHAT IS THE MAXIMUM NUMBER OF GUESTS THAT CAN BE RUNG UP ON ONE TICKET? 2. YOUR ARMS ARE FULL OF DIRTY DISHES AND YOU REALIZE THAT A TABLE HAS NOT BEEN

GREETED, WHAT DO YOU DO? 3. HOW SOON SHOULD A GUEST RECEIVE THEIR FIRST ROUND OF DRINKS ONCE ORDERED? 4. NAME THE SEVEN STEPS OF SERVICE. 5. WHAT ARE THE 4 R’S? 6. WHAT IS THE CHECK PRESENTATION AT LUNCH CALLED? DINNER? 7. WHAT IS THE 10 STEP RULE? 8. A GUEST HAS A BUG IN THEIR MEAL, WHAT DO YOU DO IF ANYTHING? 9. YOU NOTICE THAT A GUEST HAS NOT ENTERED THE TOTAL AMOUNT CORRECTLY ON THEIR

CREDIT CARD, WHAT DO YOU DO? 10. DO WE AUTOMATICALLY SERVE STRAWS WITH WATERS? 11. EXPLAIN THE CASH OUT PROCEDURE IN DETAIL.

PHASE 6: THE WAIT 1. DID THE GREETER SAY HIS/HER NAME? 2. DID THE GREETER SMILE? 3. DID YOUR SERVER TELL YOU ABOUT THE FEATURES? 4. WERE SPECIFIC DRINKS AND STARTERS OFFERED? 5. DID YOU SERVER DO A QUALITY CHECK ON THE STARTER? 6. WHEN YOU ORDERED YOUR MEAL DID THE SERVER ASK ALL THE APPROPRIATE QUESTIONS? 7. DID THE SERVER UPSELL A SIDE OF SHRIMP OR MUSHROOMS? 8. DID HE/SHE COME BACK TO SEE IF YOU ENJOYED THE SALAD? 9. DID THE SERVER CHECK BACK TO SEE IF YOUR ENTRÉE WAS PREPARED PROPERLY? 10. WAS A DESSERT OFFERED? 11. WAS A COFFEE/AFTER DINNER DRINK OFFERED? 12. WAS CHECK PRESENTED IN A TIMELY MANNER? 13. WAS CHANGE RETURNED IN A TIMELY MANNER? 14. DID THE SERVER UTILIZE TEAM WORK?

PHASE 1: TRAINING

______ OUT OF 8 = ______ %

PHASE 2: LOCAL OPTIONS ______ OUT OF 22 = ______ % PHASE 3: FOOD & MENU ______ OUT OF 459 = ______ % PHASE 4: BAR ______ OUT OF 94 = ______ % PHASE 5: SERVICE ______ OUT OF 11 = ______ % PHASE 6: THE WAIT ______ OUT OF 14 = ______ % TOTAL POINTS: ______ OUT OF 463 = ______ %

charleston's server packet 7.17s server... · day 2 – st 1follow shift focus **trainee has...

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