GENERAL ORIENTATION

(SCROLL DOWN FOR SERVER, HOSTESS & RUNNER/BUSBOY TRAINING MANUALS)

Welcome to The Pind

The entire management team are excited to have you as part of our operations. We are extremely proud of all of our facilities, and are anxious to show the Kingston/Princeton community the best experience in food and service available. We will not reinvent the wheel but we will strive at all time to surpass the expectations of our guests, and the requirements of our clients. Please remember that the more successful we become as a whole the more successful you become as an individual.

Our mission statement at The Pind is 100% Outstanding Customer Service. Our definition of this is defined as from the moment a Customer enters our properties until the moment they leave, their experience here is going to be one of excitement, fun, happiness, professionalism and warmth. We have resolved to attain this level of service and we can only reach such a goal with 100% of our employees working in harmony together. To resolve reach a goal is defined as doing whatever it takes nomatter what obstacles are incurred on the way to reach such a goal. Much like large bear protecting its cubs, nothing in the world can change it’s resolve to protect its cubs. And we too will carry on that same resolve to reach our goals on Customer Service.

Sexual Harassment

While all forms of harassment are prohibited, The Pind Restaurant has an explicit policy prohibiting the sexual harassment of its employees. Specifically, sexual harassment means unwelcome sexual advances, requests for sexual favors, and/or other verbal or physical conduct of a sexual nature.

Management has the responsibility to maintain a workplace free of any form of sexual harassment. That means that Management shall not threaten or insinuate, either explicitly or implicitly, that an employee's refusal to submit to sexual advances will adversely affect the employee's employment, evaluation, wages, advancement, assigned duties, shifts, or any other condition of employment or career development.

If you believe that the actions or words of a customer, delivery person, Manager or fellow employee constitute unwelcome sexual harassment, you have a responsibility to report that behavior to the Human Resources Coordinator or your immediate Manager immediately. All complaints of harassment will be investigated discreetly and promptly. Any employee, supervisor, or manager who, after investigation, is found to have engaged in harassment will be subject to appropriate disciplinary action, up to and including termination.

Any employee who makes management aware of sexual harassment activities will not suffer adverse job consequences as a result of a complaint.

Performance Reviews

Performance reviews are administered for new employees during the Orientation Trial Period, and also on a quarterly basis. Increases in pay are not automatic, and are based on merit and productivity.

Separation From Employment

Employees who voluntarily resign are required to give a 14-day notice for the training and orientation of a new employee. This assists The Pind Restaurant in finding a suitable replacement for you and in maintaining a high level of customer service. Employees who leave will be given an opportunity for an exit interview with The Management at their request.

Any employee who is terminated for misconduct, quits without giving proper notice, or fails to complete their 14-day notice period, is not eligible for vacation pay. Final paychecks are issued on the next scheduled payday.

Orientation Trial Period

All new employees of The Pind Restaurant participate in a 90 day Orientation Trial Period conducted by their Supervisor used to familiarize the employees both with The Pind Restaurant and with each other.

The Orientation Trial Period may be extended if necessary.

All employees are reviewed during this time to discuss areas of strength, those needing improvement, and are encouraged to ask any questions. If the employee is unsuited for the assigned job, it is understood they could be reassigned, or terminated, from employment at any time during, or after, the Orientation Trial Period.

FullTime Employees

Fulltime hourly nonexempt (non-salaried employees) are classified as employees that regularly work a minimum of 4 shifts per week and are paid on an hourly basis. Regularly is defined by the average of the prior 26 weeks.

Fulltime exempt employees (salaried employees) regularly work a minimum of 40 hours per week and are paid on a salaried basis. Regularly is defined by the average of the prior 26 weeks.

PartTime Employees

Parttime hourly nonexempt employees are those regularly working less than 35 hours, per week. Regularly is defined by the average of the prior 26 weeks.

Parttime employees are eligible for statutory benefits as outlined in this Handbook. Part time employees are not eligible for paid vacation.

Hours of Operation

The normal workweek for The Pind Restaurant restaurants is seven days a week, or as dictated by customer needs. The hours you work may be changed to adjust for management or customer needs. Management approval is required for all such changes.

Meal / Break Periods

All employees who work a shift of more than six hours receive a complimentary staff meal, served between the hours of 3:00pm to 4:00pm. The meal is available after lunch staff has clocked out, and before dinner staff has clocked in. No one should be eating while on the clock.

No employee is permitted to take a break periods during the critical customer periods extending from 11:30 a.m. to 1:00 p.m., and from 5:30 p.m. to 9:00 p.m. Any employee who works a shift of more than six hours, extending over the noonday meal period, is entitled to a 30minute unpaid break within that period.

Overtime

Depending on The Pind Restaurant workload, employees may be required to work overtime. Overtime is paid to hourly employees at one and onehalf times the regular hourly rate for over forty (40) hours worked in a week.

Management will make every effort to give employees as much notice as possible of necessary overtime. All overtime must be approved by Management prior to its being worked. There will be no unauthorized overtime.

Only hours actually worked will be counted for overtime. Any other paid time such as vacation, or holiday time will not count toward overtime calculations.

Clocking In / Out

In accordance with Government regulations, all companies are required to record time worked on a daily basis, to compute pay and keep a record of attendance. Lunch periods and breaks must be recorded, along with any time an employee is absent during the day.

The following procedures must be adhered to at all times.

All work performed must be while clocked in.
Work only those hours posted, following your name on the work schedule. You will be paid only for your scheduled and approved time.
Your supervisor must approve any change from the work schedule, including overtime assignments.
You must clock in when ready to work at the beginning of each work shift and immediately at the end of each work shift, before changing clothes.
If, for some reason, you forget to clock in / out, report to the office; or your supervisor.
Falsifying or altering a time record; failing to check in or out; or recording or falsifying a time record for another employee is strictly prohibited by law, and can lead to disciplinary action up to and including dismissal for both employees.
All employees will be paid at the correct rate of pay. If you have any problem with your pay, contact your immediate supervisor immediately.
All breaks must be communicated and approved by a manager or supervisor.

Training

To improve our skills, or learn about new procedures or services, employees will be required to attend all scheduled training sessions. Advance notice will be given in most cases. Not attending required training sessions will result in disciplinary action. Employees will be paid the federal minimum hourly rate for required training. Training done on a voluntary basis will not be paid.

Inclement Weather

If there are inclement weather conditions all salaried employees should report for work. All hourly employees must call in for instructions at least three hours before their shift begins, and must speak personally to a Manager from your department.

ATTENDANCE

Employees are expected to report to work on time each day to begin work at the assigned time. Each person is very important to the smooth operation of The Pind Restaurant. Absence and tardiness can create a hardship for other employees and our customers, and it will not be tolerated.

If you cannot work your scheduled shift, it is your responsibility to find a suitable replacement.

Any employee who does not report for work and fails to call in for two consecutive days will have voluntarily resigned from their position.

Tardiness

Because of the unfair burden placed on The Pind Restaurant’s customers and other employees, chronic tardiness is not acceptable and may be cause for disciplinary action, up to and including dismissal. If you are going to be late, you must notify your Manager. Being tardy more than two times in a 6 month period will result in termination.

Absences

Employees are expected to schedule personal appointments either before or after the workday whenever possible.

Employees must call the Manager on duty each day of absence and indicate the reason for absence unless instructed otherwise, if you are absent three (3) separate times in a 30day period, you may be considered unfit for employment with The Pind Restaurant, and may be terminated.

Unexcused Absences

Any employee who fails to report for work, or call in, for two (2) consecutive days will have voluntarily resigned their position.

All other absences from work are considered unexcused and will result in disciplinary action.

COMPENSATION

Pay Period

All employees are paid on a weekly basis each Friday at 3:00 p.m. for the hours worked for the previous week from Monday through Sunday.

Your rate of pay is confidential, and should not be discussed with other employees. Violation of this policy will be cause for disciplinary action. Any discrepancies or questions about your pay should be brought to the immediate attention of your Supervisor. The Pind Restaurant makes every effort to be accurate and will correct errors as quickly as possible.

Authorized check pickup by other than the employee must be in writing.

Tip Reporting

All employees who receive tips must report all 100% of the tip income each week. Failure to do so may result in immediate termination.

This is not limited to servers, but includes all who receive any tips including but not limited to banquet servers, bussers, bartenders, hosts, etc. If you tip out other employees, deduct it from your gross tips and declare 100% of what is remaining. Failure to comply with these Internal Revenue Service requirements could result in IRS audits and fines up to and including prison.

You will be required to sign for your paycheck each week confirming the amount declared in tips. Failure to sign will result in termination.

Holidays

The Pind is open 365 days a year, including all holidays. Employees are expected to work on any holiday that The Pind Restaurant remains open.

By accepting a position of employment, you are accepting to be available to work some or all Holidays as the business warrants. Advance notice will be given for all scheduled days.

Vacation/Time-Off Policy

Fulltime exempt employees (salaried employees) earn vacation days based on their length of employment with The Pind Restaurant, and are eligible after one year of continuous employment.

Length of Employment / Total Days Earned Per Year

Less than 1 year 0

After 1 year 1 week

After 5 years 2 weeks

After 10 years 3 weeks

Any time-off requires 30 days written notice. Management will make every effort to approve.

Employee Meal Policy

All current employees benefit from a 20% discount at all The Pind Restaurants whenever eating in with friends and family or ordering take-out foods.

Accident Plan

In case of an accident, STOP WORK , and take the following steps:

1. Eliminate the cause of the accident to prevent further injuries.

2. Provide aid to the Injured person. If the Injury appears serious dial 911.

3. Get aManager Immediately, or call an owner if the manager is hurt.

4. Take steps to prevent further accidents.

5. Prepare a written accident report with the full details of the accident and submit it to Management on the day of the accident.

FAILURE TO FOLLOW SAFETY RULES AND PROCEDURES WILL LEAD TO DISCIPLINARY ACTION, UP TO DISCHARGE FROM EMPLOYMENT!

We are proud of our safety record. To protect all employees and to safeguard equipment and property, it is our policy that no employee will perform any type of work until they fully understand the correct operation and possible hazards involved, safety procedures, and the necessity of safety equipment. Accidents can be prevented through use of reasonable precautions and the practice of safe working habits.

Work Area Maintenance

A safe, pleasant and efficient work environment is a constant concern of The Pind Restaurant. Safety of our employees is a vital consideration. It is recognized that safety and good housekeeping are a necessary part of everyone's daily activity. Every employee should allow time to clean up his or her work area before leaving for the day.

Sanitation has long been stressed in the kitchens. However, the entire restaurant staff also has the responsibility of maintaining the highest standards of cleanliness and sanitation. It is important to remember that we are handling the customer's food and drink items, and they expect and deserve strict standards of cleanliness. As an employee you will be expected to:

Clean up all food immediately.
Clean up all grease immediately.
Properly care for hot pots or items.
Walk briskly, but don't run.
Exercise caution around the dumpster outside.
Exercise caution regarding the materials being placed in the dumpster, and the amount and weight of the materials being dumped. Be careful not to injure your back.

Building Security

The building is protected by an electronic security system, and a sophisticated video surveillance system. The back door must remain locked at all times and be in constant view of a manager during deliveries, repairs or any other circumstance while the door may have to be opened. Failure to do so may result in immediate termination.

Visitors

All visitors must report to Management and be escorted within the facility. Visitors are not allowed in the kitchen without a manager.

Personal Belongings and Tools

Please do not bring any personal belongings to the facility, office, vehicles or warehouse. Our insurance policy does not cover the loss, theft or damage of these items.

Personal belongings should be left in your car or at home. The company is not responsible for lost or stolen items.

No large bags or large pocket books are permitted. Small purses only.

Company Property/Inventory

The purpose of all Company property is for the smooth operation of our daily responsibilities. All equipment must be used appropriately, handled carefully, and kept in good condition.

Employees are not to remove Company property unless authorized by The Management. Unauthorized removal of any supplies, property or products will lead to termination.

Theft

If you see or suspect that a customer, employee, delivery person, visitor or anyone else has taken anything belonging to The Pind Restaurant or its employees, notify the Owners or management immediately. Take the time to study what the person looks like, physical characteristics or any other formal identification. They will be prosecuted to the full extent of the law.

OffDuty Employees

Offduty employees are not allowed in the kitchen, basement or offices once their shift has ended. An offduty employee will be subject to disciplinary action if they are caught hanging around and/or distracting onduty employees.

Off-duty employees are permitted to patronize the restaurant and the bar as a guest.

Restricted Areas

The administrative offices of The Pind Restaurant are restricted in all facilities, to employees, unless authorized by Management.

Philosophy of Working Together

An organization such as ours must be governed by certain rules and regulations. Our goal is to be fair and consistent in our policies and to encourage mutual respect among our employees. We encourage open communication and cooperation. We ask employees be part of the solution to our workrelated problems, rather than part of the problem. Respecting the rights and privacy of coworkers is an integral part of teamwork. Gossiping about other employees, or discussing the private lives of employees is strongly discouraged. Through teamwork, all employees and The Pind Restaurant can be successful.

Personal Appearance/Clothing

The Pind Restaurant takes pride in its employees, facilities and services, and each employee's personal appearance and work habits are expected to contribute to this image. Employees are expected to dress in a neat, clean and professional manner based on job responsibilities.

Appearance is a personal matter and sometimes opinions differ on what is acceptable but we reserve the right to require employees to conform to acceptable standards of personal presentation and appearance.

You must be in full proper dress code before clocking in to begin your shift. Employees must stay in proper uniform until the shift is completed and you punch out.

Wait Staff / Front of House:

A sincere, friendly smile.
Pants – For the men, black dress slacks only. Pants must be long enough to touch the top of the shoe. Solid black belts must be worn with pants that have belt loops. Ladies can wear black dress slacks, though a conservative black skirt is preferred.
Shirts – For the men, an Oxford style dress shirt, long sleeve, black only. Shirts must be in good condition, not soiled or stained. Sleeves must reach and cover the wrist. For the ladies, a simple black blouse.
Shoes - Black shoes only with non-slip soles that permit walking safely on wet or greasy floors. Shoes must be clean. Socks must be dark, preferably black. Sneakers and clogs are not permitted.
Ties – Neckwear must be worn for the dinner shift. Necktie or bowtie is acceptable, clip-on ties are acceptable. The overall fit and appearance of the tie must be appropriate.
Hair neatly trimmed and combed, tied back, no hair in face, or past shoulder length.
No earrings or necklaces for men. Women may wear one set of earrings, no larger than a dime.
One necklace may be worn, but should be no thicker than 1/8 inch, with pendants no larger than a dime. The necklace must be made of clean metal and be non obtrusive. Facial jewelry/piercing must be subtle and conservative, and will be up to the discretion of the manager.
Clean hands; clean, trimmed fingernails, no bright nail polish. (Stray away from the spice girls colors)
Everyone must be “camera ready” as it relates to makeup, hair,, etc. Nail polish must be of a neutral color, no reds, blues etc.
Shoes must be clean black, official non-skid rubber soled and in good repair. They must be worn at all times while on duty to prevent slipping and falling.
No more than one ring per hand.
Clean, legible name tag.
Protective gloves when touching or serving food.
Standard Server equipment is wine knife, lighter, dark color pens.
A $20.00 cash bank is required for all servers to make change at tables.

Kitchen Employees:

All kitchen help are furnished with clean aprons.
All kitchen employees must wear official non-skid rubber soled, steel toed shoes. They must be worn at all times while on duty to prevent slipping and falling.
Clean black pants and clean black chef coat.
Hats must be worn at all times while handling food. A Pind baseball cap or white chef hat is mandatory.
No facial hair, clean-shaven.
Clean hands; clean, short fingernails.
No jewelry.
Protective gloves when handling food.

Office Personnel-

1. Clean, pressed professional attire and look.

YOU ARE ALWAYS JUDGED BY YOUR APPEARANCE!

Personal Use of Company Supplies/Equipment

Employees are not permitted personal use of any Company supplies, such as vehicles, postage, office supplies, credit cards, stationary, or equipment used in the operation of The Pind Restaurant.

Telephone Use

It is critical that our employees and telephone lines be available to our customers. Employees are not permitted to use our telephones.

Cell phone use is not permitted while clocked in. Please wait to use cell phones until you are on break. Texting or other similar use of a device during your shift is not permitted and will not be tolerated.

Gifts

No Company employee shall accept any type of gifts from vendors or customers without the prior knowledge, and approval, of the owners. Employees offered or receiving such gifts shall refuse them in a polite but firm manner, advising the giver of The Pind Restaurant's policy prohibiting its acceptance. Employees must report these situations to a manager. Violation of this policy will result in a disciplinary action, including possible termination.

Unauthorized Work

Employees working at The Pind Restaurant are expected to perform work only for The Pind Restaurant during the workday.

Any employee who performs unauthorized work, claims that Company work has been done when such is not the case, or performs any act of fraud or deceit, will be subject to disciplinary action, including possible termination of employment.

Smoking Policy

Cooperation with our smoking policy promotes good health for all employees and customers, and complies with New Jersey State regulations and County Health Codes. Smoking is completely prohibited anywhere in or around the buildings. During these times, smoking is strictly forbidden. Customers wishing to smoke must go outdoors, preferably not in front of the entrances. Service staff is prohibited from smoking at any time.

Employees who violate these policies are in violation of New York Jersey law and our Company policy, and may receive disciplinary action up to and including termination.

Confidentiality

As an employee of The Pind Restaurant you may not discuss, photocopy, duplicate, e-mail, or reveal customers or any information in any form to anyone outside The Pind Restaurant. Information obtained as a result of your employment with The Pind Restaurant and contact with our customers can only be used in the course of your employment with us. This information is considered proprietary. Any unauthorized use, collection, copying, removal, or transfer in any manner of this information may be ground for immediate dismissal from employment, and other legal action.

This policy applies to internal documents and records as well as any information concerning customers, other employees, vendors or suppliers.

Parking

Employees are asked to check with their Manager regarding appropriate parking guidelines, and must park in designated employee areas located in the far back lots. Any employee may request and shall receive an escort to their vehicle.

Waste Prevention

All employees can help make The Pind Restaurant more environmental by conserving resources. Please make extra special efforts to conserve and reuse. Employees are required to inform management of any defective or aging equipment they wish to discard. Only management can make that final decision. Any large amount of food found to be un-servable must be brought to the attention of a manager prior to being discarded.

Financial Procedures

All employees who handle cash, checks or financial payments must strictly adhere to Company policies and procedures as directed by the owners of The Pind Restaurant. All employees handling cash, or bookkeeping, for banquets must be bondable, and must follow stated policies and procedures. These procedures will be explained to you in detail by your supervisor.

Failure to follow any financial procedures may lead to disciplinary action, up to and including termination and/or full repayment of lost money.

Disciplinary Action

If the need arises to correct a situation in which an employee has violated Company procedure, regulations or policy, oral warnings, written warnings, suspension without pay or termination of employment may be appropriate, depending on circumstances. Employees, as a condition of employment, are required to acknowledge in writing any written warnings.

In addition to the policies, procedures, rules and regulations in this Handbook, the following, not meant to be all-inclusive, are job related actions that may result in disciplinary action, up to and including immediate discharge:

Falsification of any reports or documents, pertaining to absence from work, injuries on the job, claims for benefits provided by The Pind Restaurant and required record keeping.
Willful abuse, deliberate destruction and/or careless or negligent use of Company property or removal of Company property
Threatening, intimidating, coercing or interfering with fellow employees or supervisors
Being under the influence of drugs or alcohol
Fighting, sleeping, gambling, horseplay or any disorderly or immoral conduct
Improper performance of job or failure to perform all duties assigned
Changing or adding a tip on a guest’s receipt
Leaving work area without permission
Refusal to obey instructions of supervisor or any other form of insubordination
Habitual tardiness/absence
Possession of weapons on Company property
Violation of or disregard of financial procedures
Violation of or disregard of safety rules or safety practices
The absence of three separate times in a thirty-day period
Unauthorized absence/failure to notify employer
Stealing or attempting to steal company property or services.

Employee Concerns

Our employees are a key element in the success of The Pind Restaurant. Employees should attempt to resolve any difficulties with a coworker at the employee level. If the situation is not resolved, it should be discussed with Management.

Corrective Discipline Acknowledgement

All employees of The Pind Restaurant, as a condition of employment, are required to acknowledge, in writing, any written warnings. Refusal to acknowledge the receipt of a written warning may result in termination for misconduct.

Memos/Bulletin Board

A Bulletin Board is available for communicating information to employees in each facility. Please check the Bulletin Board frequently to keep informed on changes in Company matters and other items of interest. No memos or announcements can be posted without prior approval of the Management.

Periodically, memos are distributed to communicate general information or a change in Company policy or procedure. If you have not received and signed a memo distributed to other employees, please contact the Management. Memos distributed by paycheck are considered received by the staff.

Adverse Correspondence

Any memos, fax messages, letters, telegrams, legal notices, summons, or other forms of business communication of a negative nature addressed to any employee of The Pind Restaurant, are to be immediately given to the owners.

Employees receiving complaints of unfair treatment, customer dissatisfaction, expressions of distress, and all legal documents, are to notify Management who will act upon them immediately.

Suggestions

Giving and receiving feedback is encouraged in order to promote a positive, productive and cooperative atmosphere. Employees should use the suggestion box with any suggestions that may be valuable to our productivity and our success. All suggestions will be carefully reviewed and implemented if possible. You may also submit your comments and suggestions via Email to the owners using the links on the web sites. www.ThePindRestaurant.com

Public Relations

The courteous, professional treatment of the public by all employees helps to build a loyal base of customers for our services.

Courtesy to our customers, and coworkers; is the least costly of all the services we perform, yet the most rewarding. Whether in person or on the phone, YOU represent The Pind Restaurant to our customers and to the public and community at large. We ask that all employees make every effort to represent The Pind Restaurant in a polite and professional image. Only designated Management can discuss the affairs of The Pind Restaurant with the press (TV, radio, newspapers).

GENERAL INFORMATION

Employees may not consume alcohol while on duty.
Remember, The Pind Restaurant Philosophy isTEAM WORK. Everything is everyone’s job. Help each other out.
You are the company’s biggest and most valuable asset. Thank you for choosing to be a part of our team.

CONCLUSION

In general, we have mentioned benefits, procedures and responsibilities. Now, we need to emphasize the most important component, that is, our customers. As you know, we are able to prosper as a result of our customers.

The Pind Restaurant exists because each year, a great many people invest their money, time, and faith in all of us. We must always remember that the person we all work for is The CUSTOMER.

The CUSTOMER is not an interruption to our business, the CUSTOMER IS our business!

In order to retain these CUSTOMERS, we want to assure that our excellent reputation continues by always giving the best CUSTOMER service. Working together cooperatively toward this goal provides us with a secure future and with our most important commodity, a good reputation. We are in a very competitive business and depend on a loyal base of CUSTOMERS in order to be successful.

Thank you for taking the time to review this Handbook. If you have any questions, suggestions, or concerns, please contact the management.

This The Pind Employee Handbook is and will always be the property of The Pind Restaurant. If you leave the employment of The Pind Restaurant for any reason, you must return this Employee Handbook to The Pind Restaurant.

General employee orientation form, completed. Thank you for continuing on in our hiring & training process.

Employee Name: ______________________________Date: ________

Manager Conducting Orientation: _______________________________

SERVER & HOSTESS TRAINING MANUAL

Congratulations and Welcome!

Congratulations on joining The Pind Restaurant team! It is our personal pleasure to welcome you aboard. As a new team member, we want you to know that your talents and your drive will be an important part of the organization’s success. We chose you because you have that talent and drive. Because you're resourceful and creative… Because you have ideas and enthusiasm… We chose you because you have commitment and because you believe in our vision. And we look forward to your contribution.

The success of our facility will depend on how well our team members are able to connect with our guests, and with fellow team members. It all begins with a warm and friendly approach towards guests, and each other. It ends with a professional and team-centric work environment. It is not enough for The Pind to be a great place to visit. It must also be a great place to work.

Our Vision for The Pind Restaurant is to become known across the area as an exciting and unique dining and hospitality venue, and also an organization that is a thoughtful and considerate member of the community.

Our Mission:

We are here specifically for our guests.
We are in the business of creating fond memories and experiences for our guests.
We cannot be successful without our team members, and success depends on your level of commitment.
We only want dedicated and creative team members that want to build lasting relationships with those around them.
We are committed to supporting our team members with ongoing training and development so that they are capable of meeting their organizational goals, as well as their career goals.

Our Values, or our “rules of the road” are:

Integrity… in all of our words, and especially our actions.
Respect… for our guests, and fellow team members.
Commitment… to the needs of our guests.

Everyone of us must live up to these values every day with our guests, with each other, and anyone else we interact with.

The Pind Restaurant presents an exciting opportunity for you to grow personally and professionally as the restaurant opens and grows. I look forward to working with all of you in our effort to bring lasting success to The Pind.

Tell your friends to meet us at the Pind!

Sincerely,

The Management Team

What We Expect From You.

Brand Stewardship

The Pind brand is a collection of images, thoughts, and impressions. Brands can loosely be described as the lasting impression that comes to mind when the name is mentioned. The Pind brand is so special because we have, at its heart, a human element…YOU! You are the single most important person in the restaurant. Your influence on the hearts and minds of our guests cannot be overstated. With this spectacular ability to personally help build the brand, comes responsibility. We ask that your appearance, conduct and behavior always benefit the brand. You are our Brand Stewards and as you go…we go.

Food and Drink Knowledge

Be able to fully describe all food, liquor, beer and wine offerings and answer any specific questions. Complete confidence in the products we offer greatly increases your ability to be yourself and have fun. You will get the appropriate level of training and support from the Chef, and management.

Salesmanship

With your menu and bar training, you are our expert at the table. Offering bar drinks, specific appetizers and specific desserts should come naturally and easily. Suggestively upselling is an important part of our business model. Remember to suggestively upsell the food or drinks, not the guests. Creative descriptions and enticing adjectives make you a fan of the item, not of the larger check. Fully embracing this technique almost always leads to greater gratuities.

Communication

Communicating clearly is critical. At The Pind, we want our staff to listen for what the guests are NOT saying. Anticipating their needs is a difference maker, and it is often as easy as reading some of their body language and gestures. Equally important is your communication with fellow team members. You are to maintain courteous and polite interaction with all of your guests as well as fellow employees. Personal problems are NEVER to be dealt with on the floor.

Teamwork

Our restaurant operation is based on the entire team performing one goal: providing a great guest experience. The best employees are those who can crossover and take care of any request the guests make. “That’s not my job,” is not in our vocabulary. You will never hear those words from a manager, and we certainly don’t want those words repeated by staff. Everything is your job and our job. Be willing to help the guests and fellow team members in any manner you deem appropriate. You are a star and your best judgment is all we ask for. You will never be questioned for attempting to enhance a guest’s experience. To be a successful part of our team, you need to:

• Have a sincere desire to serve our guests

• Be truly committed to being the best at your profession

• Be able to accept feedback and direction

• Always treat guests and coworkers the way you like to be treated.

Guest Relations

A spectacular Guest Experience is our ultimate priority and you are the single most important person in that quest! Your relationship with the guest cannot be overvalued. Our restaurant owes its existence to its guests. When a guest forms an opinion of any food establishment, service and food presentation stand alone. No matter how beautiful the surroundings or how delicious the food; poor service will certainly ruin the entire dining experience. You should strive to make a real connection with your guests. Make eye contact and take note of those behaviors that lead to greater guest satisfaction. Being charismatic, energetic, engaging and attentive all start with one element: the SMILE.

The Guest Philosophy we live by:

We call our patrons “Guests”- they are not “Customers”.
A Guest is not dependent upon us – we are dependent on them.
A Guest is NEVER an interruption of our work – they are the purpose of it.
A Guest does us a favor when they visit us – we are not doing them a favor by serving them.
A Guest is a part of our business – not an outsider.
A Guest is not a cold statistic – they are flesh and blood human beings with feelings and emotions like our own.
A Guest is a person who brings us their wants – it is our job to fulfill those wants.
A Guest wants to feel important (elevated status) – not ignored or demeaned.
A Guest is deserving of the most courteous and attentive treatment we can give.
A Guest is the lifeblood of our restaurant.

Server Responsibilities

Your overall image is a reflection of The Pind Restaurant’s image. Every server, bartender, hostess, runner, and busser makes a distinct impression on each of our guests. The image you create can enhance or detract from our overall concept in the way The Pind Restaurant is perceived in the minds of the guests. You are entrusted with representing our brand, and seeing to our guests’ needs. Therefore, you must be seen ass perfect ladies and gentlemen; well-spoken, well-mannered, and consummate hospitality professionals.

Personal Appearance Guidelines

Everyone should look “camera-ready”, meaning appropriate makeup, hair, and grooming should be tended to.
You are responsible for keeping your uniform neat and clean at all times. Do not report to work with an un-pressed or dirty uniform.
Do not wear scented lotion on your hands, as it clings to glassware.
A smile is part of your uniform.
At no time will employees chew gum or eat while in the public areas of the restaurant.

Your Uniform

When you walk through the front door of the Restaurant, "YOU ARE ON.” You will be informed of the uniform requirements when you start with us. Your designated uniform also includes a contagious and enthusiastic attitude. You are required to enter the building for your shift in full uniform. You are also required, when you leave the building, to be in full uniform.

Your uniform also includes the following, without exception:

At least two pens
Wine Opener
Bank
Smile

Uniform guidelines are as follows:

Pants – For the men, black dress slacks only. Pants must be long enough to touch the top of the shoe. Solid black belts must be worn with pants that have belt loops. Ladies can wear black dress slacks, though a conservative black skirt is preferred.
Shirts – For the men, an Oxford style dress shirt, long sleeve, black only. Shirts must be in good condition, not soiled or stained. Sleeves must reach and cover the wrist. For the ladies, a simple black blouse.
Shoes - Black shoes only with non-slip soles that permit walking safely on wet or greasy floors. Shoes must be clean. Socks must be dark, preferably black. Sneakers and clogs are not permitted.
Ties – Neckwear must be worn for the dinner shift. Necktie or bowtie is acceptable, clip-on ties are acceptable. The overall fit and appearance of the tie must be appropriate.
Appearance - Clean and well groomed hair. Hair pulled back off the shoulder. Well-groomed hands, fingernails and fingernail polish. Facial hair should be neat and well trimmed.
Accessories - No excessive cologne, perfume, make-up or jewelry. No earrings longer than 1 inch. No hat or unauthorized buttons can be worn.

Tardiness

Please do not be late. Instead, be ten minutes early. Lateness is inconsiderate to your fellow team members, and affects our ability to deliver great service.
Arriving on time in your street clothes is late.
One minute or twenty minutes…both are considered to be late.
If you are going to be late, call and inform a MANAGER. You must speak directly with a manager. Messages, texts, etc. will not suffice.
“No Call, No Show” is grounds for immediate termination.

Never

Never come to work under the influence of alcohol or drugs.
Never consume alcohol or drugs during your shift.
Never argue with a guest.
Never approach a guest regarding a gratuity.
Never leave the premises during your shift.
Never eat or drink in front of a guest.
Never take anything from the house without permission from the manager.
Never No Call/No Show

*** Breaking any of these rules is grounds for immediate termination.

Always

Clock in only when you are fully costumed/uniformed and ready to work.
Clock out before leaving the floor.
Clock out for breaks and when eating.
Know your schedule.
Greet guests as they enter the restaurant when you’re within 25 feet.
Greet guests as they walk by you. Remember, eyes up when you’re on the floor.
Introduce your relief when going on breaks or off shift.
Keep the manager informed of any developing situation.
Have fun and smile.
Strive to better your work performance.
Seek out ways to improve the restaurant.
Hunt for sanitation, teamwork, or safety opportunities.
Attend to your Running Sidework.
Avoid saying “No” or “Can’t” to a guest. Instead offer a “positive.”
- Positives are easy. For instance, if a guest asks you if they can order two doubles before the big game, answer with, “Our doubles are super strong so let’s just start with one and when you’re finished I’ll have the next one waiting for you.”
- You can always reply to a Yes/No questions with, “Here’s what we can do…” or “Let me check with the manager and I’ll get right back to you.”
Help the runners deliver food. Trust the ticket and place food. Do not auction the food at the table. For instance, “Here’s your Mushroom Cheeseburger, Sir.”
Repeat a guests order back to them. Drinks, apps, etc.
Be prepared to work weekends and holidays.
Stab bar tickets at service bar.

Attitude and Demeanor

As stated earlier, your appearance is a reflection of the restaurant and the entire organization. The same goes for your attitude and demeanor. When you first greet your table, if you convey a sincere, friendly, and warm attitude, you will make a connection with your guests right at the outset. The guests will be more likely to forgive miscues or oversights

In a recent survey conducted by the National Restaurant Association, it was found that restaurant guests’ base 71% of the tipping amount on the server’s personality and friendliness, and only 29% on their skills and actual service. Mistakes can be fixed with a good personality, however good service is quickly tarnished with a bad attitude.

Mind Your Body Language

Show positive body language – Don’t lean. Stand attentively and energetically so your back is never facing your guests.
Smile and make eye contact

Speak Eloquently

Pronounce your “R”s and “G”s.
Water, not watuh. Pleasure, not pleasuh. Evening, not evenin.
Instead of saying “How you doin?” use
- You – “How are you tonight?”
- Ladies/Gentlemen – “Good evening ladies, or thank you gentlemen.”
- Everyone – “how is everyone this evening.”
Instead of saying “no problem” use
- It’s my pleasure…
- I would be glad to…
- It would be my pleasure to…
- Certainly…
- Right away…
Instead of saying “I don’t know” use.
- I’m not sure, let me get you an answer…
- That’s a great question, I’ll find out…
Use “please” and “thank you” as often as possible.
Instead of saying “yeah or uh huh” use.
- Yes
- Certainly
Instead of saying “hold on” when answering the phone use
- May I briefly place you on hold.
Instead of saying “What do you want” use
- May I help you?

Show Warmth and Friendliness, and Anticipate Needs

Make eye contact – the first sign your paying attention to the guest.
Smile – The universal way of telling someone you enjoy what you do, and often you will receive one in return.
Always extend a genuine welcome.
Anticipate when something isn’t right or if a guest is in need.
Never correct the guest’s pronunciation of a dish or wine. If they ask for your assistance in pronouncing something, then by all means, assist in a friendly way.
Escort guests to where they are going, don’t just point.
Never discuss gratuities among yourselves or with guests.
Never discuss anything personal about a guest (looks, smell, etc).
Always act on an opportunity to say something positive about a guest.
Verbalize our appreciation of our guests and invite them back.
Remember that we are here to enhance our guests experience.
We win when guests leave happy and fulfilled.
Be kind in your words and in your actions.
Take personal responsibility to fix the situations, don’t pass the buck.
Be a team player, help your fellow employees help their guests.
If someone complains, never take it personally… just LISTEN.
- Then apologize for any perceived problem and get a manager
- You don’t need the last word, be gracious

The Guest

Never underestimate the importance of a guest!!!

A guest is not dependent upon us - we are dependent on them.
A guest is NEVER an interruption of our work – they are the purpose of it.
A guest does us a favor when he comes here -- we are not doing him a favor by serving him.
A guest is part of our business - not an outsider.
A guest is not a cold statistic -- he is a flesh and blood human being with feelings and emotions, like our own.
A guest is a person who brings us his wants -- it is our job to fill those wants.
A guest is deserving of the most courteous and attentive treatment we can give him.
A guest is the lifeblood of The Pind.

You Must Be Able To Serve Many Different Types Of Guests

To make appropriate selling suggestions, and give good service, it is helpful to recognize and know how to handle all types of guests. For example:

The Timid Guest: Genuine interest and patient understanding will put this type of guest at ease. Even a comment on the weather can make him feel at home.

The Aggressive Guest: This type must be handled in a courteous and businesslike manner. Kindness and politeness can often change him into a steady and appreciative customer.

The Fussy Guest: This is one of the hardest guests to please. Try to stay one step ahead of him by learning the things that irritate him. Be sure to have everything just right, before serving the fussy guest. Remember all of the little things the fussy guest especially likes, even when they may seem peculiar to the average person.

The Over-Familiar Guest: Be courteous, dignified, and avoid long conversations. Stay away from the table, except when actual service is needed. Never try to give a wise crack answer to a smart remark. You will only cheapen yourself and lower yourself to the same level as the rudeness of the guest.

The Guest who is Alone: Don't call attention by asking if he is alone. Seat him where he can see what is going on. The guest may be lonely and want someone to talk to. Be friendly, but don't neglect other guests. With nobody to talk to, time seems long, so serve as quickly as possible. This could be your most critical guest.

The Noisy Trouble-maker: Don't be drawn into arguments. Speak softly. Don't antagonize. Refuse to participate in criticism of management, the establishment, or other personnel.

The Blind Guest: Seat blind people with a dog so that the dog will not be noticed. Never hover over blind customers. Always stand near enough to help if needed. Issue menus in Braille to the blind guest. Always make a blind customer feel appreciated and important.

Guest with hand or arm injuries/disability: Seat as quickly as possible. Be helpful, ask if you may assist them, but do not be too eager. Be considerate; do not call attention by hovering. Seat wheelchair guests at a table on ground level do not block an aisle. Always make a disabled guest feel important and accommodated.

Exceptional Service

Delivering good service on a consistent basis is a challenge. Delivering exceptional levels of service on a consistent basis is even more of a challenge. It begins with understanding what exceptional service means, and ends with the commitment to delivering it.

Definition of "service" according to the Webster Dictionary: To work for. To minister to. To set on a table for a meal. To manage or work. To deliver or transmit.

Problem: Webster never worked in a hotel or restaurant, nor did they have to take care of guests.

Our definition of service: "The level of warmth and hospitality with which our guest is treated, and how memorable that hospitality is to the guest."

If you think we are in the restaurant business, you are wrong. We are in the business of hospitality. We are in the business of creating relationships. We manufacture a variety of products and merchandise in our kitchen and bar. Then, we offer it for sale to customers in a display service area known as counter tops, tables, and dining rooms. Unlike most retail operations, such as department stores, our product has a limited shelf life, due to potential spoilage. There is a greater sense of urgency for selling, moving, and serving our products. Our Restaurant is not merely a place to eat or drink, but rather a building designed to accommodate, facilitate, and promote the retail sales of food and beverage to customers through service. We provide service as a way of making sales to our guests.

The difference between a restaurant and other retail sales organizations:

1. In a restaurant, we manufacture AND sell our product under the same roof.

2. In a restaurant, we know our guests are here to buy, not browse (no one comes in to try on the pasta).

3. In a restaurant, our guests may return as many as three times a day (lunch, happy hour, and dinner). Although this is unlikely, some guests may be regulars, day after day. No one buys the same shoes, pants, or socks three days in a row.

4. Department stores provide service. Restaurants provide hospitality: a warm feeling from feeding both the body and the soul.

5. More entertainers open restaurants and bars than department stores. Why? Because this is showbiz! Dining is an experience that is more than just about eating.

Our function as a restaurant is to acquire new customers and to turn casual customers into loyal, repeat guests.

Five Service Basics All Guests Want:

1. Look at me.

2. Smile at me.

3. Talk to me.

4. Listen to me.

5. Thank me.

Remember, every restaurant owes its existence to its customers.

When a customer forms an opinion of any food establishment, service and food presentation stand-alone. No matter how beautiful the surroundings or how delicious the food; poor service will certainly ruin the entire dining experience. When developing good service, promote these qualities: promptness, courtesy, exceptional manners, enthusiasm, and teamwork. In short, project a professional attitude. Unless you achieve this goal, you will not be able to provide the high quality of service we expect here at The Pind Restaurant. Each time you service a table; our reputation rests in your hands. You have the power to influence the opinion of those people. If they are happy with you and your service, they will probably return. They may also recommend the restaurant to their friends. However, if they are not happy, there will be a different outcome.

You will be trained, by our most experienced qualified people. The more attentive, enthusiastic, and patient you are, the sooner you will develop the work habits which make you an excellent server, capable of taking great care of our guests and be rewarded financially too.

Servicing the public, in any business, requires a vast amount of humility and patience. Always maintain a friendly, but professional attitude. If you need help, ASK FOR IT. Even if you become an excellent server, there will be times when you will get behind. Have enough consideration for your customers, and the house, to get assistance WHEN NECESSARY. Remember - Teamwork - no business can survive without it. We have provided you with a service manual. In it we have outlined some helpful suggestions to make your job here more profitable and enjoyable. These are the tools of your trade. Use them wisely and they will help you prosper.

Arrive on time for your shift properly dressed, with scrubbed hands and nails, pressed shirt, and clean shoes. If your appearance is sloppy, your performance will be sloppy. Yourappearance, dress, posture, and expressions broadcast to everyone how you feel about YOU. Take pride in yourself, and others will be proud of you.

Introduce yourself. Customers want to know who is serving them: It is the added personal touch they enjoy. Also, if they have enjoyed their visit, they can request your station again. They might even tell their friends to ask for you. Call parties are the best tippers. In this manner, you can develop a following.

When people go out to eat, they want to relax. They want you to help them decide what to eat, when to order, what to drink, etc. You are there to fulfill their needs. Don't be pushy; do be confident. Often a customer is nervous. It is your job to make guests feel comfortable, so comfortable they want to come back.

Don't be afraid of customers. 90% of the people dining out won't notice a small mistake. Be relaxed, but alert, and efficient. Always be in control of a situation. Be strong, yet polite.

Always be yourself. Develop your own tableside manner. Avoid using repetitious phrases or seeming "plastic." Your customers will know you are faking it, and they will resent your attitude.

Customer service turn offs:

Dirty plates in hand when greeting customers, "Hi, ready for dessert?"
Not knowing what they are drinking, i.e., "I think this is the Diet Coke..."
"Discussion Groups" of three or four idle servers. All discussions should be held in employee break area, during approved break period.
Not acknowledging waiting guests.
Answering the phone with "Hold please."
Greeting guests with a number, i.e., "Two?” instead of a smile and
"Welcome! Will anyone be joining you for lunch today?"

Read Their Body Language

It is a known fact that 93% of communication comes from body language, and the remaining 7% comes from verbal communication. This is why we have expressions such as “It’s not what you say, but how you say it.” It is also why we have to use things like smiley faces ☺ in our texts. The smiley face is part of the body language that can change the meaning of the words in the text.

When guests not always communicate dissatisfaction to the server, and for that matter might not communicate happiness either. But guests will inevitably indicate to you their level of satisfaction through their body language. It’s important for all staff to listen to what is NOT being said by the guest. Learn to read expressions and body language. If a customer is frantically rubber necking, waving his arms, or nodding, chances are he needs something. The more he must ask for service, the less enjoyable his evening will be. The tip he leaves you will reflect his feelings. Service people must be constantly aware of their customers' needs, and anticipate what they will want.

Look for these “tells” in their body language:

The guest has their arms folded.
Shaking their heads.
Rolling of the eyes.
Sudden change in their tone of voice.
Facial expressions that are not “happy” expressions.
Sudden avoidance of eye contact with the staff.
Turning of the upper torso as if to look around.
Change in their seating angle, as if they already have a “foot out the door”.
Change in their body posture.

Any of these actions could be body language “tells” that indicate a need that is not being met. By going over to the guest, and making a gentle inquiry, the server can create one of those magic moments for the guest’s dining experience. Anticipating a guests’ needs is how we exceed expectations, and create guest loyalty.

Turning “Crisis Moments” Into “Magic Moments”

There will inevitably come a time when a guest notifies you of a situation that did not meet their expectations during their dining experience. While at the surface, this may appear to be a problem scenario, it actually provides an opportunity to earn that guest’s loyalty. We call these situations, “Magic Moments”.

When a guest alerts you to a problem, follow these guidelines:

Always offer to assist the guest, and with an optimistic attitude. Stress what you can do for the guest. Don’t talk about what you can’t do.
Be the guests ally – not an opponent. Show this through your tone of voice and choice of words. Nothing is insurmountable.
Ask the guest’s name. Call your guest by their last name by saying Mr, Mrs., or Miss.
LISTEN – allow guests to fully explain their concern without interrupting. Don’t jump to conclusions even if the problem sounds like one you’ve had before.
Instead of re-stating the situation, show concern by apologizing and immediately getting a manager involved.
Show respect and keep your tone friendly.
The guest wants to feel like their problem matters to someone. Make sure they feel validated. Empathize with the guest by using language such as…
- “I hear how frustrated this is for you”
- “I understand exactly what you mean”
- “I appreciate your concern”
Gain permission to ask questions…
- “May I ask you a couple of questions”
- “Let me see if I understand…”
Always alert your manager to the situation immediately, even if the situation hasbeen resolved.

These are things to avoid at all costs:

Don’t be defensive or argue with the guest. Agree that a problem exists.

Don’t assign blame to others or make excuses such as “The kitchen is really backed up tonight” or “We had 3 call off’s tonight” or “The kitchen must have messed up your order”.

Don’t let guests see you lose control. Avoid appearing stressed about anything.

Typical Guest Complaints

Complaint Your Response How It May Have Been Avoided

Dealing With A Meal Complaint…

Inevitably, you will at one point be placed in a situation where a guest is not happy with their meal. Remember, do not take it personally. Follow these steps and your guest will appreciate your timely and appropriate response to the situation:

Apologize – “I apologize…”
Ask & Listen – “May I ask what in particular you are not happy with?”
Keep Listening – let your guest explain in full, don’t interrupt.
Stay Focused – Maintain eye contact, and show genuine interest.
Ask what to replace it with – “Would you care to try something different, it would just take a few minutes to prepare?”
Ask to take it away – “Would you like me to take this meal away?”
Inform them of what will happen – “Your dinner will be out in just a few minutes, I will also inform a manager of the situation”
Follow up – make sure their replacement dinner comes out quickly, check with the manager that went to visit the table, ask the guest if they are enjoying their new dinner. Apologize again and thank them for their understanding.

The manager will assess the complaint. Then, depending on the level of guest dissatisfaction, the manager may refund the guest the price of the original entrée and “comp” the replacement item, or perhaps the manager will offer the guest a complimentary cocktail or dessert. The financial reimbursements and complimentary items offered will vary and may only be approved by a manager.

Dealing with Timing and Delays

With our POS system, once an order is rung to the kitchen, preparation of that item begins immediately. It is imperative that appetizers are rung first. Once an order has been placed, you can expect to receive lunch items within six to twelve minutes, and dinner items within eight to fifteen minutes. This time may lengthen during a busy rush. Your tables' experience is dependent upon your awareness and service to the customers from the time they are seated; to the time they receive their order. If, by chance, you have a long time ticket, do not hide from your table. Notify a manager immediately so we can review and expedite the process.

When a table has to wait longer than they should for their food, don't just apologize, offer them something for the inconvenience. It costs us thousands of marketing dollars to attract new guests; we can't afford to lose any. A complimentary beverage or dessert is a small price to pay to let a guest know we care about their experience and we want them to come back and give us another chance to get it right.

In the rare cases where we may be having back of house issues, a dessert or beverage may not be sufficient. Tell a manager-on-duty about the situation. They have the authority to do whatever is needed to try to make amends for a bad-dining experience.

Hostess/Servers

Greeting the guest properly is extremely important for great hospitality. The greeting is the first contact guests have with our staff, and much of their perception of our staff is formed at this first contact. It’s important to make guests feel warmly welcomed, and that their needs and desires will be quickly tended to.

There will always be two hostesses assigned to the hostess station. One hostess will always remain at the station to immediately greet guests while the other will escort guests to their seats.

Greeting Arriving Guests

Greet guests within 30 seconds upon their entry to the restaurant.
Make every guest feel wanted and appreciated the minute they set foot into our front door. Remember, we are here to elevate the status of our guests. A simple, “Welcome to The Pind” or “I’ll be right with you”, conveyed in a genuine manner with good eye contact and a warm smile, works wonders.
Avoid greeting guests with a number. i.e., “Two for Lunch?” or “Would you like a table or the bar?” It’s impersonal and unappealing.
Every single guest entering or leaving the restaurant MUST be verbally acknowledged, and with eye contact. Bid farewell to every single guest. Ask them to, “Have a nice day” or “Come back and see us soon.”
Customize your greeting to best fit your personality. Avoid using repetitious greetings and it’ll be more fun for all. Just remember to maintain an elegant level of speech.
Whenever possible, open the front doors for guests entering and leaving the restaurant. Avoid using the Host Stand as a barrier to stand behind. Coming out from behind the Host Stand is an impressive sign to guests you’re truly thankful for their visit.
Stand up front and make eye contact. Do not make the guest approach you. When possible, make the first move in welcoming your new guests.
Remember: SMILE, SMILE, SMILE.
Learn and use as many guests first names as possible. Even without a name, telling a frequent guest, “it’s good to see you, again,” makes a great impression.

Seating Guests

If tables are available, seat guests immediately after your greeting. Avoid making your marks or notes on the table map while guests are waiting to be seated. Seat the guest first, then return to update your table map.
Bring clean silverware and menus to the table.
Walk slowly and talk with the guests. Suggest your favorite menu items.
Pull out chairs whenever possible.
Practice “Sensitive Seating”: i.e., do not seat a family with children next to the boisterous sports fanatics; do not seat a guest in a wheelchair in an aisle.
Seat two-tops with parties of two, before using four tops.
During peak periods, only seat entire parties. In order to accommodate the highest number of guests, we cannot seat incomplete parties while we are on a wait. Ask the guest in an incomplete party to let you know when their party is complete and you will seat them as soon as possible.
Try to rotate from one station to the next whenever possible. Try not to double seat a station unless it’s at the guest’s request. Remember, the captain’s table is a station that should be sat by you, as well.
Bar guests may seat themselves. However, sometimes our guests may sit at the captains table not knowing it is an actual station. Watch bar guests as they walk to the bar, if they seat themselves at the captains table bring them silverware and menus.
After placing silverware and menus at the table, you should say, “Enjoy your meal,” or something similar, before leaving.

Waiting List

Include the Guests Name, Number in Party, Time Checked In, Time Quoted and a brief Description of the guest on the Wait List Sheet.
Seat all parties in the order they were received. One exception may be large groups. It may take longer to seat large groups in need of two or more tables. Do your best for a large party and communicate with them often.
Never show preferential treatment and seat family or friends before others waiting on the list. This is a huge no-no.
Keep your cool during peak times. A calm, poised, cool and collected Host during especially busy times is a pleasure to watch.
Seek out guests and refer to them by name when their table is ready. Avoid bringing the Wait List Sheet with you as you may get stopped by curious guests inquiring where they are on the list.

Estimating The Wait

Providing the guests with an accurate wait time is paramount to the successful operation of The Pind Restaurant. Your goal is to accurately forecast the estimated wait time until guests can be seated at their table. When the restaurant reaches its seating capacity, inform the manager on duty. The manager will establish the wait time for you. Wait times are generally increased by five (5) minute intervals. Estimated wait times are more accurate when the following factors are considered:

During our Lunch Day Part, tables turn more quickly than Dinner or Late Night.
Look around to see if check presenters or to go boxes have been placed on tables. This can be a good sign that the tables will be free within 5 minutes.
How many people are on the wait list?
Is there a popular sporting event on television? Tables will turn less frequently in the Kixx Bar during games but tend to open up quickly immediately following their conclusion.
When in doubt concerning the initial wait estimate or update, always check with a manager on duty.
Be careful not to over-estimate the wait. Avoid the temptation to give yourself some “padding” by adding time to the wait just in case. You may turn away guests unnecessarily. Remember, your goal is to give an accurate estimate and “sell” the wait.

“Selling” The Wait

It’s not uncommon for our pubs to go on a thirty, forty-fi ve or even a one hour wait. These waits are much less likely if our Hosts are unable to “sell” the wait. In order to “sell” the wait, you have to first make a connection with the guests with a warm welcome and an inviting smile. Ask the guests to relax at the bar or waiting area and you’ll be over personally, after a “short” wait, to escort them when their table is ready. Take a look at the following table to get an idea.

In which pub or restaurant would you be more willing to wait? In the “Wrong” example, the guests are basically challenged by the Host…do you want to stay or go? In the “Right” example, the wait has been “sold” and the guests are much more likely to relax and stay. After all, our guests have commuted to the restaurant, parked and walked in the door. You should make it your goal to have every single guest that walks in not to leave due to a wait.

Table Service Etiquette

Most servers and runners in the US are taught that all food should be served from the left and removed from the right. These rules are the result of an old misconception, and it originates from the fact that long ago, all food was served from large trays, and each guest was served individually tableside from this large tray. This style of table service is referred to as either French Service, English Service, or sometimes Butler Service. Most restaurants today in the Western world serve guests with food that is already “plated”. This is formally known as Russian service, and as such, it should be served from the right. It is not appropriate to server plated food from the left. Below is detail of when to serve from the left and when to serve from the right.

The Diner Is Approached From the Left:

1. To present platters of food from which the waiter will serve or the diner will help themselves.

2. To place side dishes such as vegetables or dinner rolls.

3. To clear the side dishes that were placed from the left.

The Diner Is Approached From The Right:

Even in very formal affairs, it is common for food to arrive already arranged on the plate, rather than to be presented from a platter. Pre-plated food (except for side dishes), as well as empty plates and clean utensils brought in preparation for upcoming courses, are always placed from the guest's right side. At the end of the course, these plates are also cleared from the right.

Wine and all other beverages are presented and poured from the right. This is a logical, since glasses are placed above and to the right of the guest's plate, and trying to pour from the left would force the server to reach in front of the guest.

Proper Serving Order

At a formal table or banquet, the proper order to serving guests is as follows:

1. Guest of honor

2. Female guests

3. Male guests

4. Hostess

5. Host

Alternatively, food can be served in a clockwise direction, while sides and beverages are served in a counter-clockwise direction.

Proper Clearing Order

The approach we will take at The Pind is to remove plates as each guest finishes their course. This will make each diner more comfortable, and sooner after they have finished.

Other Subtleties of Table Service Etiquette

When serving a guest, be careful not to lean over the guests “air space” directly above them.
Plates are to be placed with the mail element of the dish, usually a meat or fish, closest to the guest. So the meat/fish would be at the six o’clock position of the plate.
When the diner has finished their meal, they will signal this by setting the fork and knife parallel to each other, so they lie either horizontally across the center of the plate or are on the diagonal, with the handles pointing to the right.
Sometimes, the diner will place their fork and knife on their plate so that they cross over the center as the indication that they have finished their meal. This is not the strictly proper way of doing it, but it is often how diners will do it.
If a diner drops their napkin on the floor, expect to replace the napkin as soon as possible, as per protocol.

* reference Academy of Food & Wine, Ritz-Carlton Banquet, Judith Martin Etiquette Ltd., Wikipedia.

Seven Steps of Serving the Table

This is the list of Seven (7) Steps all servers must accomplish with every guest. It ensures prompt, courteous service and is the experience we wish to provide for our guests. Your tips should be improved as well. NOTE: Obviously, reading your guests is important. If they are in a hurry, accommodate them and their pace as necessary.

1. Greet The Table

Enthusiastically greet your table within TWO MINUTES of their seating, even if to say “Good afternoon/evening, I’ll be with you in just a moment.” Guests appreciate the acknowledgment and will relax knowing you’ll be right with them.
Your full greeting should include:

(1) Placing a Coaster on the center of the table with your name clearly written on it.

(2) Placing additional Coasters on the table in front of each guest.

(3) An enthusiastic “Welcome.”

(4) Your Name.

(5) Recommend one specific Bar Beverage and one Specific Appetizer/Special/LTO. Your full greeting should include something like this: “Hi! Welcome to The Pind. My name is Sally and I’ll be your server today. Would anyone like to try an ice cold Premium Lager, it goes great with my favorite appetizer, the Drunken Clams?

SMILE, SMILE, SMILE.
Always ask for specific liquors. When someone orders a Vodka and Tonic, ask “What kind of Vodka would you like…we have Absolut, Stoli, Kettle One, and Grey Goose?”
Complex drinks are rung in first, then draft beers, then bottled beers, then wine. Group all like drinks together.
All beverages must be entered into the POS before any food items. Do not keep drinks, especially non-alcoholic beverages “in your head”.
Remember; always repeat a guests order back to them. This will ensure accuracy.

2. Take The Order

Return with cocktails/beverages within Five Minutes and bring appetizer plates if necessary. Always pre-set your table.
When approaching the table, be sure to have your pen ready, book open, and pad ready. Ask the customer if they have any questions concerning either the specials or entrees. After answering all the questions, if there are any, ask if you can take their order.
Through either eye contact or verbal address, you may start to take their order. Be sure to gather all information from each guest before proceeding to the next. If possible, you should take the order from women and children first, and then the men.
Position numbers must identify customers; thus, the orders should be written and ordered in relation to position #1. Position #1 is the seat closest to the first person to your left. Moving in a clockwise direction, continue taking the orders. If no one is sitting in position #1, move in a clockwise direction until you find a customer. This customer will become the position #1 customer. The reason is that we need to know who gets what. We use a runner system so there's a good chance someone other than you will be delivering the food to the table. The runner must know where to place the food without asking.
Taking the order is the time for making recommendations. Suggest appetizers that will compliment the guests' meal. This is when wine can, and should, be offered.
Always get the cooking temperature for meats. The cooking temperatures are as follows:

Rare - Bloody cool center, touch of rawness

Medium Rare - Bloody red, no rawness of meat

Medium - Pink warm center

Medium Well to Well - Fully cooked with no redness

(Another variation for steaks is called Pittsburgh, where the steak is cooked at a very high temperature, so as to quickly char the outside of the steak, but still leaving the inside in a rare state.)

Use a small folder, clipboard, or other hard surface to hold your pad while you write up the order. It looks better and makes it easier for you. Begin taking the order at the same spot at each table. Start with the person closest to you on your left, and work around clockwise.

Example:

It is very important that every server records orders in the same way. If a food runner takes the food to the table for you, then they know where each dish belongs.
Limit yourself to inputting only TWO orders at a time into the POS. If you have four new downs, take the first two tables and input their orders, then return for the next two. This will help stagger your points of service and helps to stagger your next turns.

3. Oversee The Running of Your Food

You are responsible to see to it that your food is run out by runners. If necessary, do not hesitate to run your own food, even when there is a designated runner on shift.
Deliver hot food hot and cold food cold. Place the food with each guest according to their position points with the meat of the plate facing the guest.
Ask if there is anything else you can do before leaving the table.
When the restaurant is very busy, servers should at a minimum meet the food runner at thetable when the food is delivered.

4. First Bite Check Back

After your guests’ first bite, or within two minutes of receiving food, check back and make sure everything is to their liking.
Notify the Manager if there are any food or beverage problems or if there are opportunities to exceed the guest’s expectations.
Pre-bus the table. Remove any trash, soiled napkins, plates, etc.

5. Refills

Make sure to refill coffee, soda, tea, etc., at all times. If a bar drink is 1/3 full or less, ask if they would like another. (Do this only if they are not showing signs of over-consumption).

Pre-bus the table. Remove plates, baskets, trash, etc. Ask, if you’re not sure if the guest wants a plate removed. Most guests appreciate a cleaned table and are more open to order extras if their table isn’t crowded.

6. Offer Dessert

Offer dessert after the guests have finished their food and the table has been cleared. Suggest a dessert “To Go” if applicable.
Ask your guests if they would all like silverware before you put in the order.
Don’t forget to offer Coffee, or even an Irish Coffee.
Bring fresh silverware and napkins with dessert.

7. Invite to Stay

After your table has finished or denied dessert, invite them to stay before you give them the check. This is very important in the evening hours when your guests may not realize live music or another event is about to start. Just ask them, “Would anyone be interested in visiting the KiXX Sports Bar and staying for a few drinks? ”
Always present the check and let the guest know that you will take it when they are ready. They should never be rushed.
Be sure to include a Loyal Customer Sign Up sheet with each check presenter. These guests will be placed on our V.I.P. email club and the members will receive special offers and discounts.
Bid your guests a warm farewell. A courteous, “Goodbye and thanks for coming,” is always nice when returning with the guest’s change or receipt. Don’t forget to mention any special events that may be coming up.

Coffee – Tea – Deserts

The wait staff serves coffee and tea. Refills can be served by the bussers. If you are busy, you may ask the busser to assist you. Our coffee is fresh ground and is a special blend.
Tea service will be done on a verbal basis. When a customer orders tea, you will inform them of the teas we carry, and serve them appropriately. There is no charge for refills of coffee or tea, even if a new tea bag is served.
The dessert menu, including specialty coffees, desserts, and dessert drinks, are presented at the table and verbally described.
A great time to remind guests to save room for dessert is when you return to their table to check on the entrees. Making the suggestion at that time would help plant the thought. Later, when clearing the table, ask your guests if they are ready to try dessert. You can then begin to describe a few of your favorite dessert items.
Though today's health-conscious fat-free society is mindful of their diets, it’s not a safe assumption that they won’t indulge in desert while dining out. Most guests will actually look forward to a little desert mischief. Nevertheless, you, the server, can always suggest splitting a dessert and bringing out additional forks or spoons. This is effective salesmanship that will increase your check, and also enhance your guests' experience.

UpSelling

People don't like to be "SOLD." Effective suggestive selling is subtle. You are doing the guest a favor, looking after his best interests by offering your knowledge and expertise and making honest recommendations.
Many of our guests will not be familiar with our daily specials. As their intermediary, you are in the position to smooth the way for a confused guest. Above all, be sincere and honest. Always do what you truly believe is in the "guest's" best interest. Recommend items you know are superior and you are certain they will enjoy.
NEVER OVER SELL! Always allow the guest to finish ordering before you start suggesting. Be aware of what the guest is ordering and make sure he understands what he is getting.
If a guest orders too much, and you are certain he can't handle that much food, advise him. He will appreciate your concern and honesty.
Suggest appetizers while people are studying the menu. "How about some Crawfish Cakes or sharing a spicy Cajun Shrimp Quesadilla," with your dinner this evening?"
Suggest side orders with entrees. "Would you care for seafood gumbo or a side salad with your Tabasco Filet?"
Always be persuasive and display complete confidence. Make suggestions so positively, that the guest wouldn't dream of questioning your recommendation.
Don't ask the guest a "yes or no" question. This requires him to make a decision. Remember, people come here to relax, not think. If you display confidence and complete product knowledge, the guest will trust your judgment and allow you to take care of him.
To sell effectively, you must sometimes bring a need or desire to try something to the surface. Make sure you use the right type of language.
- "Would you like some wine tonight?" If the guest responds, "No," your suggestion is over before it got started.
- "Would you care for a bottle of wine with your dinner tonight? A bottle of Merlot would compliment your Filet and Grilled Salmon." With this approach, you have exhibited your knowledge and confidence of food and wine by suggesting a specific bottle of wine. The guest has now developed confidence in you. This will greatly enhance your opportunity to make this sale and make other recommendations.
Not every guest is going to buy a bottle of wine, appetizer, or dessert. But you must remember, we know two facts about every customer. Every Customer: 1 – Is planning to spend money. 2 – Wants to have a good time and enjoy their meal.
If you keep these two facts in mind, you will be amazed at how easy it is to sell, providing, of course, you possess the necessary knowledge and confidence.
Through suggestive selling you can:
Increase check totals. The higher the check, the better your chances of a good gratuity. Expose the customer to a new and different product they may not have tried if you had not recommended it. Thus, the evening is more enjoyable and they may return with friends, and have more reasons to tell others about The Pind Restaurant.
Suggestive selling and making personal recommendations is another aspect of good service. Eventually, it will come easily as you build your self-confidence.

Wine Service

The first and most important aspect to opening a bottle of wine is the equipment – you must have a good wine key, with a knife, and strong barrel. That being said, it is relatively simple. (However the more practice you have the easier it is)

Present the wine bottle to the host that ordered it with the label facing him/her and pronounce the wine by name – let them inspect the bottle to see if it is the one they requested.
After the host accepts, remove the foil from the top of the bottle with your wine knife (if applicable – some bottles do not have one), always keeping the label facing the host if possible. Press your knife against the lip underneath and make one clean cut and remove the foil cap and place it in your pocket.
Taking your corkscrew, using your finger as a guide, place it slightly off center to the cork and twist the key, adjusting, as you need to, straight down into the cork. Be very careful not to screw at an angle or too close to the side of the cork – you will break the cork that way.
Stop, just before the last twist of the screw is in the cork, anchor the key on the lip and remove the cork in one smooth movement, slightly rock the cork out. Try not topop the cork out too quickly, use fluid motions.
Remove the cork from the screw, being careful not to touch the bottom end, and give it to the host for inspection. If the host is very knowledgeable with wines, they are looking to see if the cork is moist – this tells them several things: If the bottle has been stored properly, approximately how long it has been stored, the correct moisture/humidity of the cork.
With a clean white linen, wipe around the inside and top of the bottle removing any pieces of cork.
Pour 1oz of wine into the host’s glass and let them sample it. Twisting up slightly after pouring so you don’t dribble wine all over the table.
After approval from the host, start with serving the wine to the rest of the table beginning with the ladies. The Host is always served last. Remember, the wine bottle holds about 5 glasses of wine when poured about half way up (5oz). Don’t be embarrassed by not having enough wine to server everyone because you didn’t pour properly.
Place the remainder of bottle in an iced wine cooler.

It is possible that the party host may reject the wine after sampling it (because of color, smell, clarity, or taste). In these cases, inform a manager as soon as possible.

Red Wine Exceptions

Present the bottle to the host, and open it as soon as possible after the order, so the wine can breathe.
Do not cool red wine, unless requested.

Second Bottle - Same Wine

Give the host or hostess the option of re-sampling.
Give the host or hostess the option of fresh glassware for everyone.

Second Bottle - Different Wine

Automatically present fresh glassware.

Two Wines simultaneously

Host or hostess gets two glasses.
Host or hostess samples both wines before pouring to the rest of the party.
All members of party must be given a choice of either.

Closing Out The Table

The process of closing out the check is the last step in your guest’s experience with you. Keep in mind that this is the time when the guest is deciding on the tip amount. A bad impression here can undo some of the previous good impressions, and have a direct effect on your gratuity.

Presenting The Check

Before presenting the check, review it carefully to make sure you have charged for everything correctly. Appetizers, Soups, Salads, Entrees, Sides, Desserts, Coffee, Wine.

After you have determined that the check is correct, give the check in a booklet to the host of the table (if known), or place it in the center of the table and say "Thank you.” Make sure to let the customer know, at this time, that you are the cashier and will take care of the check whenever they are ready. There is nothing more aggravating for a guest than wandering around looking for a cashier. People also hate to tip when they are standing up by the front door, waiting for the waiter or waitress.

After presenting the check, take a few steps and glance back at the table. If they already have their cash or credit card ready, it may mean they are in a hurry to leave. If this is the case, try to close the transaction immediately or as soon as possible. Guests will notice and appreciate this.

We use a server banking system; you are your own cashier. Your are responsible for all your money, including cash, credit card vouchers, comps, discounts and traveler's checks until the end of your shift. You must start your shift with your own thirty-five dollars that is used to make your opening change bank.

If the customer is paying cash, do not make change right at the table!! Take the check and cash to the back of the house, and make change. Return the check and change on either a tip tray, or a book, along with the receipt. If the customer is paying with a credit card, follow the house procedure. Once the guest has signed the voucher, pick up both the check and voucher, and again, thank the customer. DO NOT examine the tip as you leave the dining room!!

Methods Of Payment

Approved methods of payment are cash, VISA, Master Card, and American Express, and checks. All other methods of payment, i.e. Travelers Cheques, require management approval. When accepting personal checks, you must get approval by management, and include the following information:

Driver's license number
Current address
Phone number (day and evening)

Handling Cash

The following are the procedures to follow when receiving a payment in cash -

1. As noted above, never make change at the table - go to the nearest server station.

2. When making change, always count it twice.

3. Give the guest some one and five dollar bills to tip you with.

4. Return the change to the guest's table on a tip tray.

5. Always keep your cash and receipts in a wallet or your apron.

6. Paper bills make no noise when it hits the floor so be very careful with your bills.

7. Never leave your money or wallet unattended.

8. If you are concerned about carrying too much cash during a shift, make a drop with a manager in exchange for an IOU.

9. Always remember, treat credit card vouchers like they are cash - THEY ARE. Handle with care!

The Farewell

When your guests are departing, we have four important objectives to accomplish:

1. To make sure their experience in our restaurant was pleasant and memorable.

2. Thank them, by name, for their visit.

3. To invite them back for another visit soon.

4. To make sure their last impression is a positive one.

A warm smile and eye contact are incredibly important in order to succeed. The smile and eye contact are what convey the warmth and sincerity.

Server Shift Opening Procedure

At the beginning of each shift -

1. Attend to all essentials (restroom, uniform adjustments, grooming) before work.

2. Clock in no sooner than 5 minutes before the start of your shift unless told otherwise from a manager.

3. Check your station assignments.

4. Check the Daily Service Board for specials, soup of the day, "86'd" items, etc.

5. Conduct your station check points

Tables wiped.
Clean window sills.
Table base clean.
Chairs wiped.
Condiment containers clean and full.
Salt and pepper shakers clean and full.
Floor clean

6. Perform opening sidework - (wrapping silverware, making tea, cutting lemons)

Server Shift Closing Procedure

1. When station closes, perform the following -

Wipe tables
Clean chairs - seats, backs and legs
Wipe window sills
Clean table bases
Condiment containers clean and full
Sales & pepper shakers clean and full
Clean floor

2. Complete assigned closing side work duties.

3. Begin check-out procedures.

4. Clock out.

POS Cash Out Procedure

1. The MICROS system will print out your guest check at the end of each table's meal. This alleviates the issues of any manual guest checks.

2. Once a guest check is printed out and a customer has paid, you will close out that check to cash, Master Card, VISA, or American Express, or other forms of payment. You must keep all printed out closed guest checks for checkout.

3. Before beginning your checkout each shift, check the following:

Make sure all your customers are through, have been tabbed, and do not need anything else. I.e., coffee, tea, etc.
Be certain the manager has closed your section for the shift.
Make sure you have collected from all of your tables and have all your tickets with you.
Make sure all plates, silverware, glassware, and containers are cleared from all of your tables.
Make sure that you have your full uniform on at all times, while in the front of the house.
Have a manger do any deletions of voids, over rings, and promo tickets. All over rings must be signed by a manager at the time they occur, and not at the end of the shift. You never sit down to eat, drink, or smoke until all of the above are completed.
Starting your checkout before all your customers are finished is grounds for termination.

Handling Your Cash

Count your bank when you first receive it at the beginning of the shift, ensure you have the amount indicated in your bank sheet.

Put all bills into your drawer face-up, and pointed in the same direction (heads to the left).

Please remember we do not accept charges below $20. At the end of the night, you will be charged for any sale under $20, since it was you that approved it.

Please use the following procedure:

1. Count the number of charges you have. Mark them down one at a time, and turn face down. Repeat until allcharges have been recorded. Please make sure they are in the same order that you wrote them down.

2. Count the number of charges on your sheet. It should agree with the number of charges you counted in the beginning.

Note: Do not fold charges, do not bend paper clips.

Add the Tip column.

3. Count your tips; un-bend all corners and make sure all bills are face-up and facing the same direction. Wrap your singles (from your tips) in bundles of 100 singles in a wrapper or rubber band, or 50 singles in rubber band. Less than 50 singles, please do not bind and leave them loose. Only wrap the rubber band around once, otherwise it is too tight and tears the bills.

Carefully cash in your tips.

4. Fill out the Bank Bag Sheet with the number of each bill.

Write how many ones in box on Bank Bag Sheet. Do not total.
Fives are to be in stacks of 20 ($100) and paper clipped at the center. Less than 20 fives should be kept loose.
Tens are to be paper clipped 10 at a time ($100), less than 10 remain loose.
Twentys should be in bundles of 50 ($1000) with rubber bands. Less than 50 remain loose.

Now stack your money and charges, use rubber bands around the middle and over the ends to create a brick.

Turn your bank into the office.

Quality Control

Quality control is an important responsibility of every employee in The Pind Restaurant. Any employee can point out a potential issue that can affect the food, the service, or our dining environment. The servers have an even greater responsibility, because you are the last person to come in contact with the food before it arrives to the guest. If something does not look right or is not presentable, DO NOT SERVE IT! The expression that "People eat with their eyes" is very true. People will first judge the quality of the food by the visual presentation, and it must look better than just appetizing. Make sure all of your orders look magnificent on the plates.

HOT Food

Few things are more basic but more important. Check to see of your food is hot. Just because something is in the window, does not mean that it is hot. If it is not hot, DO NOT TAKE IT OUT. Tell the manager. NEVER yell or argue with a cook. Go directly to the manager. This will alleviate a lot of problems.

Clean Plates

Always check any plates, mugs, silverware, and napkins before you present them to the customer. Check food basket for grease spots, spilled food, etc.

Correct Portion Size

Always check to see that the product is in the right portions. Make sure you are taking YOUR order. This can be very embarrassing at the table. Always ask yourself if you would eat that item if it were brought to you.

Call for Back-ups

If something in the kitchen looks low and you are about to run out, TELL SOMEONE. If you take one of the last bowls of soup, call for back-ups. If the salad is warm or wilted, do everyone a favor, and say something before the customer is served.

When Bringing Out Drinks

Be certain the glass is clean, filled to the proper level, and that the garnish is correct, fresh and attractive.

Cold food

This is as equally important as hot food. Make sure cold foods are going out cold, not warm or cool, but cold.

Bring Necessary Condiments

This may seem minor, but to a guest that has already been served their food, not having the right condiment can be a show-stopper. Always anticipate, and bring the ketchup, mustard, Parmesan cheese, etc. before it is actually needed.

Check Back

Somewhere around “two bites”, to make sure everything is perfect. Don't say, "Is everything o.k.?" Guests here this tired old expression so often that it has become meaningless. Say something like, "How's your filet cooked?" Be specific and sincere in wanting to know the answer.

If the customer is not satisfied . . .

Orif there is obviously something wrong at the table, i.e., cracked glass, foreign object in food, not cooked properly, etc., use the following steps:

1. Apologize.

2. Remove the items immediately.

3. Get a manager. Management will take the necessary steps in making sure that the problem is corrected and that the customer is 100% satisfied.

Appearances

Remember that the appearance of the exterior of the building, the greeting of the host, the cleanliness of the restrooms, the appearance of the staff, the quenching taste of our beverages, the flavor and freshness of our food, are all equal quality points. WE must control for the experience of our guests.

Basics of Serving Alcohol

Alcohol Awareness is an important concern within the Hospitality industry nationwide. By recognizing the "early" signs of intoxication, monitoring your customer's consumption, and treating them as you would a guest in your own home; you fulfill your responsibility and protect the guest.

Your Role

Observe – your guests and their alcohol consumption.

Monitor – their consumption for excess and visible signs of intoxication.

Report – any early signs of intoxication to a manager.

Your Manager’s Role

Confirm – that the circumstances do indeed involve intoxication and a need to address it.

Confront – the guest using the utmost tact and diplomacy.

Resolve – the situation by making the guest feel important and cared for, while at the same time cutting them off.

This is one of the manager’s most important jobs. We want to avoid harming the relationship with the guest, and we also want to avoid putting the server in the midst of a possible confrontation.

Our Guest Policy on Alcohol Consumption

1. We will not knowingly admit any guest to the bar that is visibly intoxicated or underage.

2. We will not knowingly serve alcohol to a visibly intoxicated or underage customer.

3. We will offer alternatives to alcohol.

4. We will create an atmosphere to promote responsible drinking.

5. We will make a reasonable attempt to prevent visibly intoxicated customers from driving.

Other Important Notes

The Pind Restaurant has a Designated Driver program. Any guest who identifies themselves to the manager as a “Designated Driver” is to receive a complimentary non-alcoholic beverage including: Fountain Drinks, Iced Tea, Coffee and Hot Tea.
Always card anyone who appears to be under the age of 30. When in doubt, ask for proof of age.
A valid Military I.D., state issued I.D. Card, or Driver’s license will suffice. A manager must approve any other forms of I.D.
Responsible service of alcohol requires a team effort.
Know and watch for the signs of intoxication. If there is any question, avoid further service and report to a manager who will make the final decision and determine whether the guest should remain or leave.
If you know what it takes to get someone drunk, you can prevent it by monitoring their consumption and offering alternatives.
Do not allow drunks to come in, and do not allow intoxicated guests to drive.
Hospitality is our business. Beverage service is only one element.
Cooperation between employees and management allows us to exercise a degree of influence on the behavior of our customers that will result in an atmosphere of responsible drinking.
This is just a portion of our company Alcohol Awareness program. A complete handbook with certification test is provided at orientation.

A Guide to Liquors

Vodka—The most versatile of all alcoholic beverages. It is a lightly refined and filtered liquor. Vodka is distilled from grain, sometimes potatoes. It is not aged and is virtually devoid of color, taste and odor.

Gin— A close relative of vodka. Distilled in a similar fashion from grains, its characteristic flavor is derived from Juniper berries and other botanicals. Each gin producer has their own specific recipe.
Tequila—A spirit distilled in Mexico from the Agave plant. Pure tequilas say 100% Agave. Others may be “mixed” with water and sugar cane. Both Agave and Mixed Tequilas come in four categories:

1. Silver or Blanco tequila is not aged and hasn’t been colored or flavored. Usually mixed.

2. Gold, Extra, or Joven (Spanish for “young”) is not aged tequila which has caramel added. Usually mixed.

3. Reposado or Rested is aged for at least 2 months, but usually 9 months. Mixed or sipped.

4. Anejo or Aged is usually aged in oak casks from 12 months to 4 years. Usually sipped.

Rum—It is distilled from the fermented juice of sugar cane, cane syrup, and molasses. It is aged in barrels; however, it picks up very little color. Color in dark rums usually comes from caramel. The two most common types of rum are:

1. Light-bodied rum is dry, meaning a slight molasses flavor. Gold label rums are a bit sweeter.

2. Heavy-bodied rum is darker and sweeter. More time fermenting creates a richer, more molasses-like body to the rum.

Whiskey— It is distilled from grains and then aged in oak barrels. The grains are normally corn, rye, barley and/or wheat. When placed in barrels to age, whiskey is a clear liquid. The aging provides the color, flavor, aroma and distinguishing characteristics. The types of whiskey are:
- American Whiskey. They fall into three categories:

1. Straight Whiskey—Distilled from corn, rye, barley and wheat. Aged in charred oak barrels for a minimum of 2 years.

2. Bourbon Whiskey—Distilled from grain and corn. Aged for many years in oak barrels. Named for Bourbon County, Kentucky, where this type originated.

3. Blended Whiskey—A blend of two or more straight whiskeys.

Canadian Whiskey—A blend of rye or corn and is lighter in both taste and color than American Whiskeys. Produced only in Canada.
Scotch Whiskey—Yes, this is the “Scotch” you hear people order and, yes, its full name is Scotch Whiskey. Produced only in Scotland, its distinctive smoky flavor comes from roasting malted barley over peat fi res. Single Malt Scotches are made in individual batches and are non-blended. They are cherished for their unique refinement. Blended Scotches are formulas using Scotch from several single malt batches. Blending is meant to achieve a more stable, consistent product.
Irish Whiskey—Made only in Ireland from malted barley and other cereal grains that are hot roasted over peat fires. Generally, Irish whiskey is considered smoother, heavier and sweeter than Scotch.

Brandy—A product distilled from a fermented mash of grapes and other fruit. Aged in oak casks, it is usually consumed after dinner. Cognac is a type of brandy produced only in the Cognac Region of France. It’s known for its smoothness and heady dry aroma. V, VS, VSOP, and XO are popular grades from special to spectacular.

A Guide To Beers

Beer is fermented from sprouted grain, i.e. malt. The malt usually used is barley. There are two types of beers:

Lager—More popular than ales, lagers are bottom fermented and moderately hopped and then are aged under refrigeration from 6 weeks to 6 months. Most lagers are fairly light in color, highly-carbonated, and have a light-to-medium hop flavor. Most beers consumed in the U.S. are lagers. Budweiser, Coors, Miller, Fosters, Corona, and Heineken are all lagers. There are relatively few lager beer styles. They include:

Pilsner—These are pale, dry, and crisp beers. Most imported lagers are pilsner style. They are designed to be thirst quenching.

Amber—These are light-bodied and mild-flavored.

Bock—This is a strong flavor for a lager. Traditionally a German-style with high malt flavor.

Light-—These are pale and watery, noted for their low calories.

Ales—Are top fermented and not refrigerated, but rather aged only a couple days at room temperature. Since they could be made easily and fast, ales became especially popular in the British Isles where pubs historically made their own proprietary ale on site. Ales generally have higher hop fl avor and alcohol content than lagers. There are many styles of ales. The most common are:

Bitter Ale—Has a low-carbonation and medium-to-strong bitterness.

Brown Ale—Is moderately-bitter with nutty or chocolate flavor and is midway in strength between pale ales and porters.

Cream Ale—Very mild in taste.

Hefe Ale—Made from wheat, not barley, with a cloudy look and distinctive taste. Hefeweizen

is surging in popularity.

Old Ale—Aged, strong, and usually served seasonally in winter.

Pale Ale—Is gold to amber in color with mild bitterness and low maltiness.

Porter—Strong, black to brown in color. Very hoppy and malty. Takes on charcoal hints derived from the roasting of the barley.

Stout—Strongest of the ales. Very dark to black, also made from roasted barley.

A Guide To Wines

Wine, as most people know, is created from crushing grapes and leaving the juice to ferment. The taste of the wine is derived from the grape variety and later decisions regarding fermentation and aging. Knowledge of some of these basics will give you a clue as to what a wine will taste like when you look at the label on the bottle. WHITE and RED are the two main types of wine.

White Wines—Almost always the result of crushing green rather than black grapes. The two exceptions are Champagne and Rose. These start with black grapes, but the skin is removed very shortly after fermentation begins. White wine is generally lighter and less complex in flavor than red wine. This makes it a good choice for sipping as a pre-dinner drink, serving in hot weather, or pairing with light foods. But, remember, the RIGHT wine is the WINE the guest likes best. Here are some popular grape varietals you should be familiar with:

Chardonnay—A popular and widespread varietal. While dry (lacking in sweetness), these wines are full-bodied, often because they are aged in oak. Good chardonnay should be flavorful and well-bodied, not too acidic, with the fruit flavor well balanced with the oak. Chardonnay is one of the grapes used to make Champagne.
Sauvignon Blanc—This grape produces a crisp, dry white wine. Less full-bodied than Chardonnay and usually a touch more fruit.
Riesling—The predominant grape in Germany. Rieslings are light and somewhat acidic. They are known for being sweet and dessert-like, but they do make dry versions as well.
Pinot Grigio/Pinot Gris—Same grape, different language. More like a Chardonnay than a Sauvignon Blanc, wines made from this grape are light-to-medium bodied, with low acidity.
Rose/Blush—Pressed from red grapes, but the skins are removed quickly. Enjoying a resurgence now that their quality has been improved. Can be sweet or dry. More like a white than a red. White Zinfandel is a popular blush. A good suggestion if guests can’t decide between a red or a white.

Red Wines—Considered more complex than white wines. A key feature of reds is tannins. Tannins are derived from the skin of the grape and makes your mouth pucker and feel dry when you first taste it. Basically, light-bodied reds have little tannin, whereas full-bodied reds have much more. Tannins mellow in the air, so allowing the wine to “breathe” is beneficial. Here are some of the most popular grapes for red wine and the styles they likely produce:

Merlot—Produces a full-bodied but low in tannin wine. Considered a user-friendly red wine applicable to a wide range of palates.

Cabernet Sauvignon—Produces a full-bodied, high in tannin wine.

Pinot Noir—Produces a medium body, medium-to-low tannin wine. This wine can be very fruity with some acidity.

Zinfandel—Produces wines that are rich and often spicy with quite high tannins. Growing in popularity. With the skins removed, these grapes produce White Zinfandel.

Sangiovese—Is a prominent Italian grape used in producing Chianti. Chianti can be light to full-bodied with medium tannins and high acidity.

Food Safety and Personal Hygiene

It is every team member’s responsibility to practice and enforce proper food safety and hygiene to prevent cross-contamination. Humans are the primary source of such food-borne illness-causing microorganisms, such as Hepatitis A and Staphylococcus Aureus. These germs, as well as others, can be easily transferred to food and food-contact surfaces through poor personal hygiene practices, and they can make others ill. This includes our guests, other team members, and even your family members.

In order for us to prevent this from occurring, please understand the following:

Food Handlers Can Contaminate Food When:

They touch anything that may contaminate their hands.
They have been diagnosed with a food-borne illness.
They show symptoms of gastrointestinal illness (stomach virus).
They have an infected lesion.
They live with, or are exposed to, a person who is ill with a food-borne illness.

Good Personal Hygiene Includes:

Hygienic hand practices; such as proper hand-washing, use of hand sanitizers, and gloves.
Maintaining personal cleanliness, such as showering daily and keeping hair clean.
Wearing clean and appropriate uniforms and following dress code – wearing hair restraints and removing jewelry prior to work.
Avoiding unsanitary habits and actions, such as chewing tobacco or gum, smoking, or spitting while around food and food-contact surfaces.

Servers Should:

WASH HANDS FREQUENTLY!!!
Handle all glassware and dishes properly; NEVER touch the food-contact area of the plate, bowls, glasses, or cups
HOLD flatware and utensils by the handles, NEVER by the food-contact surfaces
Cloths used for cleaning spills SHOULD NOT be used for anything else.

Conclusion

There is a lot of information contained in this manual! Believe it or not, however, there is even more information that is not. We have given you the basics, as we view them, and how we would like them to be conducted. There is no section in this manual related to the "Common Sense" category. We expect our team members to possess this common sense from the word "GO." We want you to use the service tips in the manual, along with your common sense, and above all, YOUR individuality, to help create an atmosphere that will foster great memories for our guests, and yourself. When this happens, you will be ensuring the success of not only The Pind Restaurant, but for yourself as well.