LEHI Texas RoadhouseServer Expectations

Guest satisfactionGuest complements are something we expect from our staff!

You are a seller, not an order takerThe more you sell the more everybody makes!

Menu and Liquor knowledgeThe more you know, the more you sell!

Full uniform is expected every shiftIf it continues to be a problem, you will not be scheduled

Punctuality is a mustIf this becomes a problem, you will not be scheduled

Be a team player, keep up with running sidework and running foodClean as you go mentality, if you see trash, pick it up!

Closing sidework is done to expectations of closers and managersYou are responsible for your section and your sidework, it must be signed off or you will have to

fix what is wrong.

Parking on Friday and Saturday nights is out of the TRH parking lot, All Employees will park in lot next door.

We want to save our parking lot for our guests, we are way too busy to have employees parking out back.

Shopper KnowledgeShould always be 100%, if you score below 90% you will not be scheduled

Great attitude is a must!We are built on culture!

RULES FOR LEGENDARY SERVICE

1. COMMITT TO QUALITY SERVICE

Everyone in this company and inside this restaurant needs to be devoted to creating a positive experience for each and every guest that walks through those doors. Always try to go above and beyond the guests expectations.

2. KNOW OUR PRODUCTS

One of Kent’s top 10 is “Knowledgeable Servers”. Convey an articulate and in depth description of our food and drinks to win over the guests’ trust and confidence. The more knowledgeable you are the easier it will be to sell that “smothered” or “loaded” or “Jamaican Cowboy” margarita.

3. KNOW YOUR GUESTS

Try to learn everything you can about your customers in order to tailor your service approach to their needs and buying habits. Talk to the guests about their previous experience…was it positive or negative? And listen to their complaints if they have any. Maybe it’s a simple fix, like having to wait on the weekends…which can be fixed by using the call ahead program.

4. TREAT PEOPLE WITH RESPECT

Remember that every time that you interact and serve a guest that interaction will leave an impression with that particular guest. Use peace-making phrases such as “Sorry to keep you waiting”, “You’re Welcome”, and “It’s been a pleasure serving you” to demonstrate not only your commitment to customer satisfaction but your dedication to courtesy.

5. NEVER ARGUE WITH THE GUEST

You know very well that the customer isn’t always right. However, it is important that you do not focus on the missteps of a particular situation; instead, concentrate on how to fix it. Research shows that 7 out of 10 guests will come back to dine with us if the complaint is resolved in their favor.

6. ALWAYS PROVIDE WHAT YOU PROMISEAt Texas Roadhouse we PROMISE Legendary Food & Legendary Service. If we fail to do this and we will lose credibility and customers. Do your part each and every day to raise the bar and to truly provide that LEGENDARY experience.

7. ASSUME THAT YOUR GUESTS TELL THE TRUTH

Even though that it may appear that a guest may lie to try to manipulate a situation to their advantage, it is to your advantage to give them the benefit of the doubt. The majority of guest don’t like to complain; in fact, they’ll go out of their way…perhaps that even means going to a competitor, to avoid it. If you hear unhappy rumblings from your guest, take their complaints to heart and do your best to soothe their dissatisfaction.

8. MAKE THE GUEST FEEL IMPORTANT AND APPRECIATED

Treat them as individuals. Always try to compliment them…but be sincere. People value sincerity. It creates good feelings and trust. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get.

9. HELP THE GUESTS UNDERSTAND OUR SYSTEMS & DAILY SPECIALS

I feel that Texas Roadhouse has some of the best systems in place to make dining easy and convenient. It’s your responsibility to make sure they understand and know about these systems and awesome specials…Does your guest know about our Call Ahead Seating program?Do they know that we have 10 diners for $7.49 Mon-Thurs 4-6:30?Do they know that we offer $2 Long Island Iced Teas Every Single Day?Do they know about our kids night…every Monday all night long…$.99 kids meals plus an awesome Balloon Guy?Do they know that they can get $1.50 mugaritas every Tues & Weds?

NEVER FORGET THAT THE GUEST PAYS OUR SALARY AND BILLS AND MAKES YOUR JOB POSSIBLE. PROVIDING JUST “GOOD” SERVICE ISN’T GOING TO WIN OVER THE GUEST…WE MUST PROVIDE “LEGENDARY” SERVICE EVERY SINGLE SHIFT.

I felt like closing out today with a little philosophy. In our lives, we owe it to ourselves to follow what we

feel is right for us. Put singularly, you owe it to yourself to follow your true gut feelings and instincts.

You know what’s right, you know what’s wrong. Don’t ever follow preconceived notions that others may

lead you to believe. If the actions in everyday life feel uncomfortable or forced, maybe you should step

back and reevaluate your decisions. Do what you would do, not someone else. Live for you, live to be

happy and good to your family and friends. If you have gotten away from instinct and logic, get back to

things that make sense. Do the right thing; it makes life so much better and so much easier.

Day One Preparation

Review these things before your first day of training and come prepared to be tested Job Description (Pg. 56, Texas Today) Order Taking and Pivot Point system (Pg.36, Texas today) Salesmanship: suggestive selling, upselling and Sharing (Pg. 37, Texas Today) Steps of Service (Pg. 32-33, Texas Today) Key Below

Steps of Service QUIZ -KeyHow many seconds do you have to greet the guest?

45 secondsHow many story items must you mention?

3

How many appetizers must you suggest?2

How many drinks must you suggest?2

How long do have to get their drinks to the table?2 minutes

How long do have to get their salads to the table?4 minutes

How long do have to get their appetizers to the table?6 minutes

How long do have to get their entrees to the table?12 minutes

How long do you have to check back with the guest once their food has been presented?

2 minutes

What two other things must you suggest to the guest before they leave?Dessert – Gift Cards

How long do have to get their deserts to the table?4 minutes

How long do have to process their payment?2 minutes

Steak Sizes and Descriptions

Steak Size(s) oz

Description Selling Points

Sirloin 6, 8, 11, 16

Very hearty and lean. The sirloin is cut from the top of the rump. Lean and simple. Our most popular steak

The 11oz sirloin is our center cut and offer the best quality (best profit for us too)

NY Strip

12, 16 Slightly fatty with a strip of fat down the side. The strip is slightly more tender than the ribeye

This is the steak lover’s steak, great flavor and texture

Ft. Worth Ribeye

10, 12, 16, Flavorful due to the fat marbled throughout the cut.

Ribeye Marbling really seals in that legendary taste

Bone in Ribeye

20 The bone in this cut helps retain even more of that ribeye flavor

This is our most flavorful steak.

PorterhouseT-Bone

23* A quality filet cut and a juicy strip cut joined by a bone.

*These are saw cut, so we cannot custom cut these*

Dallas Filet

6, 8 Cut from the back strap. Cut thick, so always suggest “butterflying” a med well or well filet

Our most tender and highest quality cut! Melts in your mouth

Prime Rib

10, 12, 16 Ribeye meat that is slow roasted overnight. Frequently served with horseradish

We have a set amount for the day, so check and see if it is available

Steak TemperaturesTemperature Description

Rare Cool Red CenterMedium Rare Warm Red Center

Medium Hot Pink Center

Medium Well Slightly Pink CenterWell No Pink

Day Two Preparation

Review these things before your second day of training and come prepared to be tested Standard Beverage Presentation (Pg. 34, Texas Today) Alcohol Awareness (Pg. 34, Texas Today) Salesmanship: suggestive selling, upselling and Sharing (Pg. 34, Texas Today) Be Prepared to pass the bar quiz by using the bar study guide and key

Texas Roadhouse Bar Study Guide

At TRH we pride ourselves on selling legendary margaritas and ice cold beer. The more you know about our alcoholic drinks we have here the more you can sell and the more money you

can make!

Margaritas

When ordering a margarita there are 4 pieces of information you need to find out:

1. What type of tequila does the guest prefer?a. We carry several different types, some are more expensive than the other. The

more expensive the tequila they choose, the smoother the taste will be

2. Would they like it frozen (blended) or on the rocks (over ice)?a. Some margaritas don’t taste good when they are frozen. We can’t make a

Jamaican Cowboy frozen, it is pretty runny and doesn’t have a good flavor

3. What flavoring would they like? a. Each flavor is a dollar extra, so the more flavored margaritas you sell the more

money in your pocket!

4. Would they like salt or sugar on the rim of the glass?a. Everybody is different, some people don’t like any!

Types of Tequila

All margaritas come with our Legendary Margarita Mix, which includes Sweet and Sour and Triple Sec, the different flavorings and different tequilas are what make a margarita legendary.

Juarez WellMargaritaville, Cuervo Call

Cuervo 1800 PremiumPatron (Silver) Super Premium

Margarita Flavors

Original Tequila of Choice, Margarita MixStrawberry Tequila of Choice, Margarita Mix, Finest Call

Strawberry PureeRaspberry Tequila of Choice, Margarita Mix, Finest Call

Raspberry PureePeach Tequila of Choice, Margarita Mix, Finest Call Peach

Puree, Peach SchnappsCoconut Tequila of Choice, Margarita Mix, Finest Call Pina

Colada PureeStrawberry Banana* Tequila of Choice, Margarita Mix, Finest Call

Strawberry Puree, 99 BananasRoadhouse Roadie* Tequila of Choice, Margarita Mix, Cranberry Juice,

Grand Marnier FloatJamaican Cowboy* Margarita Mix, Peach Schnapps, Malibu Rum,

Orange Juice, Pineapple JuiceWatermelon* Tequila of Choice, Margarita Mix, Watermelon

PuckerTexas Sunrise Tequila of Choice, Margarita Mix, Orange Juice,

GrenadineSkinny Light Margarita Mix, Margaritaville Tequila

Razzlesnake* Tequila of Choice, Margarita Mix, Razzmatazz Liqueur, Cranberry Juice

*Cannot be made in a 10oz “Mugarita”

Mugarita

A Mugarita is a 10oz, Rocks, regular margarita with a normal size portion of well tequila. We sell them for $2.75

Texas TeasWe make our Texas Teas with rum, gin, tequila, triple sec, sweet and sour mix, and a splash of

coke. The difference between regular and top shelf is the types of liquor we use. The Texas Tea

is made with all well liquors, but the Top Shelf is made with Call Liquors for a smoother taste for only $1.00 more!

Texas Tea Castillo Rum, Potters Gin, Puerto Vallarta Tequila, Triple Sec, Sweet and Sour, Coke

Top Shelf Texas Tea Bacardi Rum, Tangueray Gin, Sauza Gold Tequila, Triple Sec, Sweet and Sour, Coke

WineWe serve our white and blush wines chilled and our red wine at room temperature. Those with

an * are considered our house varieties.

Blush White RedBeringer White Zinfandel Clous de bois* Mirassou Pinot Noir

Barefoot Chardonnay Redwood CabernetEcco Domani Pinot Grigio Barefoot Merlot*

Riesling Beringer Founders Estate Cabernet

Draft BeerWe offer Draft Beer in two different sizes, 10 oz and 22 oz (Duke)

Blue Moon Belgian WheatBlue Moon Seasonal Belgian Wheat

Budweiser DomesticBud Light Domestic

Coors Light DomesticCutthroat (Pale Ale) Local Micro Brew

Golden Spike (Hefeweizen) Local Micro Brew

You can also add tomato juice, it is an extra 50 cents for each red beer.

Bottle BeerWhen ordering a bottle of beer, make sure to offer a cold mug with it! (list subject to change)

Miller Lite Sam AdamsMGD Shiner Bock

Bud Light Lime O’Douls HeinekenBud Select Corona Shock Top

Coors Corona Light Newcastle Brown AleCoors Light Bud light Platinum Stella Artois

Michelob Ultra Guinness

Liquor

Well$3.75

Call$4.25

Premium$4.75

Super Premium$5.25

Bourbon Jim Beam Wild Turkey

Whiskey Ten High Seagrams 7 & V.O.So. Comfort

Canadian Club

Crown RoyalJack Daniels

Brandy Christain BrothersCavourssier

Gin Barton’s TanguerayBombay

Rum Coral Bay BacardiCaptainMalibu

Myers Dark

Scotch Johnny Walker (red label)

DewarsIrish Crème Bailey’s

Tequila Juarez Margaritaville Cuervo 1800 Patron (Silver)

Vodka Barton’s AbsolutStoli

Grey GooseKettle One

Cordials 99 BananasAmaretto

PuckerButtershots

Mint SchnappsBlue Curaco

JaegermeisterMidoriKaluah

Chambord Grand MarnierGrand Gala

Neat: Shaken and strained- no ice no garnish Up: No extra 1/4 Shot of liquor, shaken and strained into chilled martini glass Rocks: No extra 1/4 Shot of liquor, over ice Dirty: Green Olive Juice (martini) Dry: Dry Vermouth (martini) Perfect: both sweet and dry vermouth

Tails Button

To upsell a cocktail, ring in the desired primary liquor and hit tails- desired Drink and flavor.

Example: strawberry daiquiri with captain Morgan

Rum- Captain Morgan- Rum Tails- Strawberry Daiquiri

This will helps us maintain an accurate liquor count and reduce our costs

Texas Roadhouse Bar Quiz -Key

1. Which beers do we offer on tap?Blue Moon Seasonal, Blue Moon, Budweiser, Bud Light, Coors Light, Cutthroat (Pale ale), Golden Spike (Hefeweizen),

2. Do we offer draft beers in bottles too?No

3. What sizes do we offer for draft beer?10/22oz

4. What is a mugarita? How much does it cost?A margarita that is cheaper than a regular house margarita, smaller volume, same alcohol content. It is $2.75

5. What are our Daily Drink Specials?A margarita that is cheaper than a regular house margarita, smaller volume, same alcohol content. It is $2.75

6. Which Margaritas are our “specialty margaritas”?Roadie, razzlesnake, Jamaican Cowboy

7. What are 5 of the flavors we can add to a margarita?Strawberry, Strawberry Banana, Peach, Raspberry, Watermelon

8. Which types of tequila do we carry? Juarez, Margaritaville, Cuervo, 1800Patron silver

9. How can you Upsell a Margarita?Flavors, Tequila etc.

10. What is the difference between a well liquor and a top shelf liquor?A Well liquor is cheaper, usually “burns” a little more, the better quality liquor it is, the smoother it will taste, tequila and whiskey are most noticeable

11. What is the difference between a Texas Tea and a Top Shelf Texas Tea? A Top Shelf Tea has Tangueray, Sauza Gold, and Bacardi rather than well tequila, rum, and gin. It has a smoother taste for only a dollar more.

12. How do you ring in a strawberry daiquiri made with Captain Morgan?Rum- Captain Morgan- Rum Tails- Strawberry Daquiri

13. Do we carry energy drinks to be mixed with alcohol?No

14. What sizes do we offer in margaritas?10 oz Mugaritas and 18 oz Schooners

15. What is in a Texas Peach Fuzz?Absolut Vodka, Peach Schnapps, Orange Juice and Cranberry Juice

16. What white and blush wines do we offer? Circle the ones that would not be considered our “house” wine. Clous de Bois, Barefoot Chardonnay, Ecco Domani Pinot Grigio, Beringer White Zinfandel, Riesling

17. What red wines do we offer? Circle the ones that would not be considered our “house” wine. Beringer Cabernet, Redwood Cabernet, Barefoot Merlot, Mersul Pinot Noir

18. How many spirituous drinks may a guest have in front of them?

one19. Can they have a beer and a Margarita

at the same time?Yes

20. Can they have a beer and a shot together?Yes

21. Can they have two shots at the same time?No

22. Can they have a Margarita and a shot together?No

23. What is the maximum amount of Liquor in any TRH Margarita? 1.25oz

24. Which type of whine compliments chicken? Steak? Fish?Red-White-White

25. How much liquor will be served in a Rum/coke or a Gin/tonic?1 1/4oz

26. How could you upsell a rum/ Coke? a whiskey sour? Upsell the brand of liquor

27. What should you do if you think your guest has had too much to drink?Alert a manager and cut them off

28. What is the tails button? Why is it used?

Liquor mod used to upsell cocktails

Captain Morgan- Jack Daniels (examples)

Drink Ingredients Garnish

Roadie Margarita

Tequila of Choice, Margarita Mix, Cranberry Juice, Grand Marnier Float

Sugar or salt rim (ring in), Lime Wedge

Razzlesnake Tequila of Choice, Margarita Mix, Razzmatazz

Liqueur, Cranberry Juice

Sugar or salt rim (ring in), Lime Wedge

Jamaican CowboyMargarita Mix, Peach

Schnapps, Malibu Rum, Orange Juice, Pineapple

Juice

Sugar or salt rim (ring in), Orange slice

Cherry Limeade Sprite, Grenadine, Lime Mix Lime Wedge, Cherry

Cowboy Cooler Lemonade, Strawberry puree, Cranberry Juice

Lemon Wedge

Day Three Preparation

Review these things before your third day of training and come prepared to be tested

Sanitation (Pg. 20, Texas Today) Safety (Pg. 24, Texas Today) Up cook/ Re-cook (Pg. 40 Texas Today) Getting Checked Out (Pg. 38-39, Texas Today)

Day 4 Preparation

Review these things before your Last day of training and come prepared to be tested

Steps of Service Steak Temperatures Steak Descriptions Bar Recipes DABC laws Menu knowledge

Come with questions bout anything you don’t feel adequately knowledgeable about. You will be taking tables with your trainer and then be evaluated by a

manager for validation and completion of training. This is your last chance to ask questions!!!