Training Manual

Carolina CarrilloCosette MalagonEstuardo GonzalezLucero Ramirez

Patisserie a la mode

Overview of the Restaurant Patisserie a la mode won’t disappoint

your sweet tooth with our ultimate selection of delicious desserts and savory wines. We’re located on Brickell and feature exclusive artwork from local artists. Your also free to enjoy a live jazz band every Friday from 9pm to 12pm

Restaurant Layout

Guest Service Philosophy

•  Mission Statement: “To create an environment where absolute guest satisfaction is our highest priority.”

• Vision Statement: “Through a shared commitment to excellence, we are dedicated to the uncompromising quality of our food, service, people and profit, while taking exceptional care of our guests and staff. We will continuously strive to surpass our own accomplishments and be recognized as a leader in our industry.”

• The philosophy of the restaurant is to offer a large, unlimited, and inventive menu selection with generous portions, made with the freshest ingredients in a casual and comfortable setting. 

Sanitation

• No person with illness, or open/infected wounds is allowed to handle foods or food-contact surfaces.

• All employees must begin their shift wearing clean garments. Food processing employees must wear hair covers and single-use disposable gloves, and maintain the cleanliness of all outer garments.

• Employees must wash hands properly after using the bathroom or handling any objects that may contaminate products, and before putting on disposable gloves.

• Personal food, beverages and medications must be stored in designated employee locker or storage areas.

• Hand wash facilities and toilets must be kept functioning correctly and properly supplied.

Sanitation continue…1. Debris should be sweep and disposed of2. Surfaces will be rinsed with potable water3. Surfaces must be cleaned with the approved cleaner

and following manufacturers direction.4. Processing area floors and walls must be cleaned at the

end of each production day. 5. When necessary, the cooler/freezer floors, walls, and

ceilings must be cleaned. Remember to shield or remove product before cleaning to prevent it from being splashed. Follow the Cleaning Procedures described in step 1-3.

6. If cooler/freezer shelves and racks are in need of cleaning, remove product and clean using the Cleaning Procedures described in step 1-3.

Tipping Procedures

o Tip will be included on the check

o Tip will be split between server and busser

o Checks will contain a tipping section

o At bottom have a percentage of 18, 20 and 25 for tipping suggestions

Sequence of Service per position

1. Welcoming guests (Always smile)2. Guide and seat the guests3. Hand menu out to the guest4. Bread and water5. Order taking6. Suggestive selling7. Repeat order to customer8. Put the order in the system9. Food presentation10. Check satisfaction11. Offer dessert and drinks12. Clear the table13. Present the bill14. Thank the guest

Sequence of Service per position

Hostess: 1. Welcoming guests (Always smile)2. Guide and seat the guests3. Hand menu out to the guest

Server: 1. Welcome guest2. Present him or herself3. Order taking4. Suggestive selling5. Repeat order to customer6. Put the order in the system7. Food presentation8. Check satisfaction9. Offer dessert and drinks10. Present guest with the bill

Sequence of Service per position

Bussers: 1. Bread and water2. Refill water3. Clean table4. Reset table

Bartenders: 1. When necessary greet guest2. provide guest with beverage

Cashiers: (Dont always interact with guests) 1. When necessary greet guest

2. Charge the guest3. Thank the guest for coming

Job Description per positions

Chef: Cook and prep meals

Waiter/Server: Greet customers, take orders, serve food and drinks, present guest with the check and charge the guest

Hostess: Greet and seat guests, provide guests with the menu

Bussers: Clean and reset tables, provide the table with water and Bread

Bartenders: Serve alcoholic beverages

Job Task per Position • Chef: prep food, cook meals to guest preference, serve food onto

plate neatly• Server: greet guests, start them off with drinks then appetizers and

entrée, recommend certain items on menu. Serve food accordingly, refill drinks, be around for any requests, close check when guest is ready, charge them, thank them for their time and welcome them back, set tables for next guest, stock up side stations.

• Hostess: greet and seat the guests at a table based on party size, hand out the menu

• Bussers: take plates to the back, clean up tables before and after guests get seated, pick up plates guests are no longer using

• Bartenders: make alcoholic beverages upon request, must ID guest if they seem under 30, be aware of intoxicated guests.

Job Safety Tips and Standard Operating Procedures

1. Use Protective Clothing and Equipment2. Use potholders, gloves, or mitts when checking food on

the stove, placing food in boiling water, or reaching into ovens and broilers.

3. Set pot handles away from burners, and make sure they don’t stick out over the edge of the range.

4. Adjust burner flames to cover only the bottom of a pan. 5. Use tongs to lower food into boiling water. 6. Never leave hot oil or grease unattended.7. Be careful when handling fryers 8. Do not use metal containers, foil, or utensils in a

microwave oven.

Job Safety Tips and Standard Operating Procedures

continue…7. Always be cautious when handling or passing knives10. Don’t try to carry more than you can handle. Make extra trips if

necessary or ask for help.11. Don’t overload trays or pans.12. When setting the load down, let your leg muscles carry it down.13. Use gloves if necessary.14. Never use a box, cart, or other equipment to reach for objects. Use a

ladder or footstool. 15. Push carts instead of pulling them, where possible16. Clean up spills immediately. 17. Use a clean mop with approved floor cleaners. 18. Use warning signs to keep people off wet floors.19. Don’t carry items too tall for you to see over.

Job Safety Tips and Standard Operating Procedures continue…

20. Aisles should be uncluttered and unobstructed.

21. Toxic materials must be stored safely22. Exits and fire escapes must be clear and accessible at all times

23. Staff who work with them must have access to training, Material Safety Data Sheets and suitable personal protective equipment

24. If there is a fire handle it accordingly to the class. “Class A fires involve ordinary combustibles like wood and paper. Water or general-purpose extinguishing chemicals can extinguish these fires. Class B fires involve flammable liquids like grease or gasoline. Eliminating the air supply and smothering the fire can extinguish these fires. Class C fires are electrical and usually involve motors, switches, or wiring. These fires can be extinguished with chemicals that do not conduct electricity.”