waiter manual ircv1 _trainer_.pdf

7/25/2019 WAITER MANUAL IRCV1 _Trainer_.pdf

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IRCV1

Waiter Training Manual(Trainer Version)



2

Contents

Contents P2

10 Training Plan P3

Introduction P4

Job descriptions P5+6

Section 1 – PassWhat is the Pass? P8

Dish Garnishes P8-11

Mise en place P11

Communicating with the Kitchen P12

Table Numbers P13

Position Numbers P14

Where things live P15

Cleaning Audits P16Food Audits/MOT’s P17

Section 2 – Reception

Reception Responsibilities P19

The importance of a smile P20

Mystery Diner steps P20

Never say ‘No’ to a booking P21

Res V5 Training

Logging in P22

Taking a Booking/Guest Recognition P23-30

Editing a Reservation P30-32

Checking in a Booking P32-33

Loyalty Card P34

Section 3 – Floor

Mystery Diner/Steps of Service P36+37

One Server P38

Taking Orders P393 Types of Selling P40

Complaint Handling P41

Allergies P42

Guest Awareness P43

Challenge 21 P44

Weights and Measures P45

Wine Knowledge P46

Wine Service P47+48

Cocktails and Spirits P49

IRC Calls P50

Coffees P51-58



3

Training Programme Week 1 (Waiter)

DAY 1 DAY 2 DAY 3 DAY 4 DAY 5

Wednesday Thursday Friday Saturday Sunday

INDUCTION DAY FOOD RUNNING FOOD RUNNING PASS RECEPTION

10am – 5pm

Company Induction with

Manager or In house

Trainer

Core Handbook Issued –

Ref day one checklist

(3)

Compendiums issued

Waiter Training Manual

issued

Food training

Appetisers/Starters

Health and Safety

Complete a Food MOT

with a Manager or In

house Trainer

3pm – Close

Complete test P1a

(Pass rate 90%)

Attend Staff Briefing

Buddied with

experienced member of

staff

Ref. Training Manual

Section 1

Set up and Close downduties of pass

Food Training –

Pasta/Risotto/Salad

Table Numbers

12pm – 10pm

Complete test P1b

(Pass rate 90%)

Verbal test – table

numbers


Buddied with

experienced member of

staff

Ref. Training ManualSection 1

Food/Cleaning Audits

Food Training –

Pizza/Sandwiches/

Desserts

10am – 6pm

Complete test P1c

(Pass rate 90%)

Verbal test –

position numbers

Attend Staff

Briefing

Buddied with

experienced

member of staff

Complete Section

1 of Training

Manual

Food Training –

Mains/Grill

Epos Training

Coffee Training

12pm-8pm

Complete test P1d

(Pass rate 90%)


Buddied with

Reception

Manager/Full time

reception

Complete Section 2

of Training manual

IRC Reception

standards

Events (If applicable)

Guest Recognition

Loyalty cards

Training Programme Week 2 (Waiter)

DAY 1 DAY 2 DAY 3 DAY 4 DAY 5

Monday Thursday Friday Saturday Sunday

FLOOR - FOLLOW FLOOR - FOLLOW FLOOR - FOLLOWED FLOOR -

FOLLOWED FLOOR - FOLLOWED

10am – 10pm

Complete test R1a

(Pass rate 90%)

Buddied with Inhouse Trainer or

experienced waiter

Ref. Section 3

training manual

Mystery Diner Form

and Process clearly

explained

One Server/ Epos

Training

Opening Duties

3pm - Close

Complete test W1a

(Pass rate 90%)

Buddied with In houseTrainer or experienced

waiter

Ref. Section 3 training

manual

Allergies

Selling Techniques

Complaint

Handling/Wowing

guests

10am – 6pm

Complete test W1b

(Pass rate 90%)

Buddied with In houseTrainer or experienced

waiter

Ref. Section 3 training

manual

Wine Training

Serving wine

Bar legal’s/Measures

Service observation to be

done by manager and

feedback given

3pm - Close

Complete test W1c

(Pass rate 90%)

Buddied with Inhouse Trainer or

experienced waiter

Ref. Section 3

training manual

Cocktail/Spirit

training

Refresher coffee

training

Closing duties

12 - Close

Complete test W1d

(Pass rate 90%)

Practical coffee test – Make the 5 top

selling coffees

Buddied with In house

Trainer or experienced

waiter

Complete Section 3

training manual

Service observation to

be done by manager

and feedback given



4

Introduction in Brief

IRC was formed in 2004, we have 33 restaurants 22 of these are Piccolino, 8 Restaurant Bar

and Grill, 2 Bank and 1 Zinc Bar and Grill, most can be found in city, suburban and rural

areas and have sophisticated and high quality fit outs. IRC prides itself on our eclectic

menus and has a huge emphasis on quality and fresh ingredients. Menu and serviceconsistency is of high importance in both front and back of house.

When hiring new employees we look for people with a passion for food, hospitality and a

desire to learn. We have a huge focus on training and development and there are

opportunities for promotion. Personality and passion are what drive our company forward.

Our restaurants provide a high standard of service we are professional, fluid and fun with

excellent product knowledge. Our aim is to ‘wow’ and delight our guests.

The Training Manual

This manual has been designed to ensure that you cover all areas of the restaurant to help

you become the best waiter possible.

You will start on the Pass for a week, food running and learning the menu and developing a

good relationship with the kitchen team.

You will also do a day on reception to learn how to use the Res V5 system and receptionist’s

responsibilities. You will cover how to answer the telephone correctly and take a reservation

as this is something you will be expected to do especially if you do not have a full timereceptionist in your restaurant.

Your final weeks training will be spent on the floor with your ‘Trainer’ who will train you in all

areas and be there if you have any questions.

Please write below who your trainer is

________________________________________________________________________



5

JOB DESCRIPTION

Job title: Waiter/Waitress

Responsible to: General Manager, Restaurant Manager and Management team

Role: To ensure you are efficient and productive in your everyday duties

maximizing on sales opportunities and ensuring the service provided

by you meets with the company standards.

Duties & Responsibil ities

• To maintain the companies standards in Food, Service and Cleanliness

• To ensure that the Companies standard of service are maintained providing afriendly, efficient, courteous and consistent service at all times.

• To NEVER say ‘No’ to guest unless their request is illegal

• To ensure that you are fully knowledgeable of the menu, the wine list and thebeverage menu.

• To understand your responsibilities in maintaining Company standards of FoodSafety, Health and Safety and Fire Safety.

• To carry out any jobs or duties as dictated by management.

• To have a good working relationship with your colleagues in all departmentsmaintaining high levels of communication and team work at all times

Signed: ………………………………………. Signed: …………………………………………..

(Employee) (Line Manager)



6

JOB DESCRIPTION

Job title: Commis Waiter

Responsible to: Management Team

Role: To ensure you are fast, efficient and productive in your everydayduties and the service that you provide meets with the company

standards

Responsibilities

• To ensure that a friendly, efficient, courteous and consistent service is provided at alltimes.

• To never say ‘No’ to a guest unless their request is illegal

• To ensure that the departmental cleaning rota is followed on a daily basis maintainingthe company standards of cleanliness

• To understand your responsibilities in maintaining Company standards of food safety,health and safety and fire safety.

• To carry out any jobs or duties as dictated by management team

• To have a full knowledge of all food and beverage menu’s

• To have a good working relationship with your colleagues in all departmentsmaintaining high levels of communication and teamwork at all times

Signed: ………………………………………. Signed: …………………………………………..

(Employee) (Line Manager)



7

Section One

The Pass/Food running



8

What is the Pass?

The pass is where the Head chef puts the food once cooked to be garnished and checked it

is to spec before being delivered to the guest.

Running the pass is a huge responsibility as you have to know all dishes, their garnishes

and develop a great relationship with the kitchen team.

Please fill in below the dishes you see whils t work ing on the pass at the correct garnish

for each:

APPETISERS/STARTERS:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:




9

PASTA/PIZZA/RISOTTO/SALAD:

Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:




10

MAINS/GRILL:

Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:




11

On your first day you will have been issued a food compendium. Please keep it wi th

you throughout your training so you can constantly make notes on dishes. You willbe tested on your knowledge of dishes on a regular basis.

Mise en Place

What does Mise en place mean?

Everything in place

DESSERTS:

Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Dish : Dish: Dish:


Please name 5 dishes below and what mise en place is required:

1. ___________________________________________________________________________

2. ___________________________________________________________________________

3. ___________________________________________________________________________

4. ___________________________________________________________________________

5. ___________________________________________________________________________



12

Communicating with the kitchen:

Building a good relationship with the kitchen will only benefit you once you have completed

your training and become a waiter for IRC.

Make the most of your time working the pass and get to know the kitchen team.

You will find that when you are working on the pass you will often be the go between for the

kitchen and waiters. It is essential that you treat everyone with the respect you would expect

and you are clear when communicating messages as this effects the service our guest

receives.

Please write below the names of the kitchen team you meet, what station they work on and

their favourite dish from the menu:

Chef/KP name Station Favourite dish

________________________ _______________________ ____________________________

________________________ _______________________ ____________________________

________________________ _______________________ ____________________________

________________________ _______________________ ____________________________

________________________ _______________________ ____________________________

________________________ _______________________ ____________________________

________________________ _______________________ ____________________________

________________________

_______________________

____________________________

________________________ _______________________ ____________________________

________________________ _______________________ ____________________________

________________________ _______________________ ____________________________

________________________ _______________________ ____________________________



13

Table Numbers

Every one of our restaurants will have a different table plan. It is important that you take the

time to learn them.

Please ask for a copy of the table plan for your restaurant and stick in below:

TABLE

PLAN



14

Position Numbers

In order to give the best possible service to our guests we don’t like for our servers to

‘Auction food’. By this we mean going to the table and shouting out the names of the dishes

to find out who is having what.

To prevent this from happening our tills are set up for our waiters to be able to indicate which

guest is having what dish by putting a position number on it.

Please see below and example of a check with position numbers:

As you can see each dish has p1, p2 or p3 next to it.

When delivering food to the table please ensure you say the name of the dish whilst

placing it in front of the guest.

Please refer back to your table plan of the restaurant and indicate on each table whereposit ion one is. You then work clockwise around the table to work out the remaining

position numbers.



15

Where things live!

During these 2 weeks of training you will spend a lot of time figuring out where things are

kept.

Please write next to the items below where they are kept in your restaurant:

Crockery _____________________________________________________________________________

Cutlery ______________________________________________________________________________

Napkins _____________________________________________________________________________

Chemicals ___________________________________________________________________________

Salt and

Pepper

_______________________________________________________________________

Butter _______________________________________________________________________________

Sauces _______________________________________________________________________________

Lemon/Limes _________________________________________________________________________

Cloths _______________________________________________________________________________

Menus _______________________________________________________________________________

Till rolls

_______________________________________________________________________________

PDQ rolls ______________________________________________________________________________

Oil/Vinegars ___________________________________________________________________________

Glassware _____________________________________________________________________________



16

CLEANING AUDITS

Cleanliness is one of our 4 KPI’s (Key performance indicators). It is something that we audit

on a monthly basis. Every area of the restaurant has checklists to follow to ensure it is

cleaned to our company standards.

Please see below an example of a checklist:

Please familiarise yourself with the opening and closing duties checklists for your different

departments and what is required from you to keep your restaurant within our company

cleaning standards.



17

FOOD AUDITS

We monitor the quality of our food frequently by completing food audits every month in the

restaurants. Your head chef/GM will also complete what we call food MOT’s on a weekly

basis.

Below are example copies of the food audit and MOT documents that are filled in. When you

sit down with your GM and HC to try our dishes you must get involved in filling these

documents in correctly.

FOOD AUDIT

MOT



18

Section Two

Reception



19

Reception Responsibilities

DAILY ROUTINE

Before Lunch/Dinner

• Check handover diary for any messages; put papers out & sort mail as needed

• Let the manager know of any special requests for Lunch & Dinner and anything else they

may need

to

know

for

briefing

sheet

to

make

other

staff

aware

of

• Always print off a few copies of the General report of Lunch & Dinner bookings, a copy for

the manager in preparation for morning brief, a copy on reception for your own use, give a

copy to chef & give copies to the waiters/waitresses to keep on their stations

• Call to confirm all bookings for the following day lunch & dinner especially any large parties

of 9 or more

• Check emails, anything you haven’t had time to reply to or deal with just mark it with a red

flag then the next person on duty will see it needs dealing with

• Check all cloakroom hangers have tickets on them and are in order

• Check you have enough restaurant tab cards

•

Make sure there are enough luggage tags for umbrellas, shopping etc

• Make sure reception is ready for service i.e. tidy desk, no mobiles or make‐up etc

• Do a table plan for the evening and double check the tables are ready and set before

evening bookings

• Make sure all RAC or applicable menus are ready on the party tables if need be

• Make sure you have menus printed with business cards attached to keep ready to capture

guests outside looking at the menu board

(Mobile phones must be kept on silent in your bag to be checked after your shift has finished or

permission has been given)

Evening

• After/towards end of service do a handover if necessary for the next receptionist on duty

• Do a kitchen brief & note any special requests, birthday plates, parties etc & place by the

kitchen on the clip board next to the pass

• Type & print a Private Room sign (only applicable to certain sites) with the following day’s

events (if any) and/or times the room will be available for viewings. Clear all glassware/cups

from reception area; empty bin & make sure the portable phone is on charge

• Shut down computers and turn them completely off

In some of our restaurants we have full time receptionists that are always there to welcome our guests

but unfortunately in our smaller restaurants receptionists only work during the busier times.

This section will take you through the responsibilities of a receptionist and their key duties. You will also

learn how to use the Res V5 system to a basic level so you can take and amend bookings and check our

guests in.



20

Reception Mystery Diner Steps

The Importance of a Smile

As the old saying says a ‘SMILE’ goes a long way! No matter what is going on in our

lives outside of work it is important when working in the hospitality industry that we

always wear a smile.

The ‘Smile’ is a quality that all receptionists have to master. They are the first face

that our guests see. If your restaurant does not have a full time reception team you

will have to play this role at times so ensure you master your smile and welcome all

guests in a friendly and professional manner.

Please fill in below the Mystery Diner steps you have to take as a receptionist for booking, greeting and

seating:

Booking

Greeting

Seating

Answer the

telephone with

6 rings

Speak clearly

and give the

restaurant

name

If booking time

requested isn’t

available offer

alternative

time

Repeat

reservation

back to them

to confirm

details

Ask if they’d

like to receive

an email

confirmation

Be helpful,

friendly and

sincere at all

times

Greet guest

promptly with

a smile

Check for

their

reservation

on Res V5

Offer to take

their

coats/umbrella

etc...

Offer them a

drink at the bar

if they have

arrived early

Be polite and

welcoming at

all times

Collect guest

from bar using

their name

Offer to carry

their drinks

for them

When seating

the tell them

who their

waiter will be

Bring the wine

list and

specials to

their attention

Give them a

suitable table

for their needs

Be friendly

and

professional

at all times



21

Never Say No To A Booking

When a guest calls to make a reservation and we do not have the time they would like and

an alternative time is not convenient for them we follow 6 simple steps to secure the booking

even if it is at another one of our restaurants or at another time in the future.

Close The Deal!

Follow all of the steps above to secure the booking. If unsuccessful

don’t allow the guest to put the phone down without the offer of

vouchers

Please write below what the 6 steps to never saying ‘NO’ to a booking are:

1. Advise of available time closest to requested time

2. Advise of a table at approximate requested time with

shortened allocation time slot

3. Offer a drink in the bar and try to seat asap

4. Come earlier or later with a gift (drinks at bar, bottle

on table or starter on the house)

5. Suggest alternative “sister” site in location ie piccs or

bank etc round the corner if applicable

6. Can’t satisfy any of the above, get name and address

and send vouchers or bottle of wine on table next

week



22

RES TRAINING GUIDE

1. LOGGING IN:

Your manager/Trainer will set you up with a Log in user name and password. Once set up,

type in

your

site

abbreviation

followed

by

your

initials,

and

your

password

i.e.

MABNB

then

Click ‘Logon’

NOTES:



23

2. MAKING A RESERVATION & GUEST RECOGNITION:

The calendar will always be highlighted with today’s date with an orange

square,

to

select

another

date

just

click

on

the

date

you

would

like

to

make the reservation for using the calendar. To change the months

appearing on the screen, click the arrows either side of the month on the

top of the screen. To bring the date back to the present day, click on

‘Today’.

When clicking on a different date ‘today’s’ date will always be

highlighted in

grey.

You then select the number of covers

they

would

like

to

book

for.

If

it

is

for

over 16, click on 16+ button and then

enter in the correct number.

NOTES:



24

You can make amendments on the time slot page if incorrect details were entered on the calendar

page.

Change the date

Change the session

Change number of diners

Select the time required – if you need to

change the date or session, click on the arrows on either side of the boxes. To bring up the calendar,

click on the drop‐down arrow next to the date. To change the number of diners, just click on the

correct number.

Grey boxes with black numbers: times that are available for full

duration

Red boxes with red numbers: times that are not available

Completely greyed out boxes: no tables available

(No reservations can be taken at all and the system cannot be over‐

ridden)

(the system can be over‐ridden for these times but only by a manager/receptionist and will be a

reduced duration, which will be in red bold numbers and state the duration how long the table will

be available for. These times may be offered to the guests as long as they are aware when the table

will be required back)



25

The ‘end time’ box shows the times the table is required back ‐ always tell the guest their return

time on your busiest days to ensure the table comes back on time for the next reservation.

If you are fully booked and in an area with sister restaurants you can check there availability by

clicking your ‘location’ button in the centre of the home booking screen, this will bring up your

clusters. E.g.

at

Manchester

we

have

a choice

of

either

booking

guests

into

‘Zinc’

and

‘Piccolinos’.

If you want to cancel the enquiry, click on ‘Failed’ – a pop‐up box will appear, select the reason for

cancelling and click ‘Done’.

Select the number of diners required. If more than 16 diners, click on ‘16+’. A pop‐up box will

appear, click on the number of diners and click ‘OK’.

Each restaurant will have their own policy for taking large parties, for example: at Manchester for all

group bookings of 9 and above we offer ‘Party menu’.



26

After selecting the required time, the following screen will show:

Enter in the guest information – Surname, Forename, Title and

Telephone must be entered.

Click on ‘Search’ to search the database to see if the guest

information has been entered previously.

NOTES:



27

If a guest requires email confirmation, after entering the email address in Customer Details and their

email address, click on the ‘Correspondence’ tab.

Click on

‘Your

Reservation’

under

Documents

To

Be

Sent.

In the Booking Details box, click on the drop‐down menu in ‘Correspondence – Send To’ and select

‘Email 1’ then confirm. The email confirmation will then automatically be sent to the email address

provided.

If the guest already has their information in our database, after clicking ‘Search’, a pop‐up box will

appear with the nearest options. If the details match, click on guest name & ‘Confirm’. Please be

aware when doing this as there might be a few guests with the same name, so just always double

check you are over‐riding the correct person. By doing this, the system will recognise if the guest is a

repeat customer.



28

If there are any messages/details specific to the booking, enter them in the middle box ‘booking

messages’. For parties of 9 and above guests, write a note in ‘booking messages’ the menu that the

guests will be dining from (usually the Party/Events Menu).Make sure all bookings are initialled

especially when taking parties so all colleagues will know that the menu has been explained to the

guest at time of booking, or which menu they will be dining from. When taking a call for a large

party or Christmas booking and you need to call them back at a later date to arrange a deposit/pre‐

orders etc, the call back facility is the best tool to remind you.

Customer messages are important for us to deliver the best possible service to our guests. This is

where we record information about them so we can remember things like favourite wines, seats,

food etc...

If there

are

any

details/messages

specific to the guest e.g. certain

food or drink they have on a regular

basis/favourite table etc, enter them

in the ‘Customer Messages’ box and

the same message will re‐appear

every time that customer books.

If then guest is a VIP, check the ‘VIP’ box. A VIP guests will be anyone you mark as VIP, from regulars,

famous people, staff etc.

When entering

information

please

ensure

you

put

your

site

abbreviation

in

front

of

your

message.



29

Please see below a list of all site abbreviations and abbreviations we should all be using for booking

messages:

RBG PICCOLINO PDR

ALB ‐ Alderley BIP ‐ Birmingham

MPD ‐ Manchester Private

Room

MBG ‐ Marlow BRP ‐ Bramhall HPD ‐ Hale PDR

GLB ‐ Glasgow BRI ‐ Bristol HSP ‐ Heddon Street PDR

HAB ‐ Harrogate CHP ‐ Chester EPD ‐ Exchange Square PDR

LIB ‐ Liverpool CLP ‐ Clitheroe HBP ‐ Harrogate PDR

TUB ‐ Tunbridge wells DIP ‐ Didsbury YPD ‐ York PDR

ZINC EXP ‐ Exchange Square LPD ‐ Liverpool PDR

MAZ ‐ Manchester HAP ‐ Hale BPP ‐ Bristol Picc PDR

BANK HEP ‐ Heddon Street GPR ‐ Glasgow PDR

WEB ‐ Westminster ILP ‐ Ilkley WPD ‐ Westminster PDR

BAB ‐ Birmingham KNP ‐ Knutsford

PICCOLINO LEP ‐ Leeds

NOP ‐ Nottingham LIP ‐ Liverpool

SHP ‐ Sheffield MAP ‐ Manchester

STP ‐ Stockton Heath NEP ‐ Newacastle

VWP ‐ Virginia Water COP ‐ Collingham

WIP ‐ Wimbledon YOP ‐ York

REG Regular UPST Upstairs

BTH Booth CONF Confirmed

REQ Request OUT Outside

TORT Told of return time BM Business Meeting

PDR The Private Room COMP Complimentary

VGN Vegan CEL Celiac

FDCOMP Comp Food CHAMP Champagne

FITI First time customer CON Concierge

BTW By the window LVM Left voicemail

WLCR Wheelchair access BART Bar table

NANV No answer, no voicemal QT Quiet table

VIP Very important person BDP Birthday plate

NOTES:



30

Once you have entered all information and messages (repeat the booking details back to the

customer ‐ on Friday & Saturdays or busy days make sure you tell the customer the return time on

the table), click ‘Confirm’ to complete the reservation. Please note that the ‘Confirm’ button will be

greyed out & you will be unable to click it, unless you have clicked on ‘Search’ first. The lettering will

then change to black and you will now be able to confirm the reservation.

Click ‘confirm’ to save the reservation

3. EDITING A RESERVATION:

Click on the date for the reservation you wish to edit. If there is a Session Message, click on it to

bring up the session overview. Click on the time required to bring up the reservations for that time.

If you

click

on

the

‘Wait’

column,

it

will

bring

up

the

waiting

list

for

the

session.



31

Select the detail you wish to

change from the options

under ‘Edit a Booking’ then

click on the reservation to be

changed.

If you wish to delete a

reservation, a pop‐up box will

appear – please provide

either the caller’s name or

your initials.

Use the arrows on either side

of the time to scroll along

other times within the

session.

Editing a Booking:

(If option is not listed here, please see reception/manager before changing)

Status: Booking messages, customer messages, notes, booking status (e.g. confirmed, unconfirmed,

provisional, waiting in bar etc)

Info: Customer information

Covers: Number of diners

Time: Time of reservation

Delete: Deleting a reservation

Audit: To

see

all

previous

entries/changes

for

the

reservation

NOTES:



32

4. CHECKING IN & SEATING A RESERVATION:

Check In

From the home screen page, click on ‘Check In’ to go to the restaurant seating plan & check‐in page.

Reservations

Table numbers are highlighted in green

Booking & Customer Messages

Select the guest name from the list on the left‐hand side – the reservations are ordered by time. The

two columns next to the times are labelled ‘B’ and ‘C’ – if either or both are highlighted in orange, it

means the

reservation

has

either

a booking

message

(B)

or

a customer

message

(C).



33

After selecting a reservation,

suitable tables on the plan will

flash.

Colour Key:

Orange: best table available

Peach: other tables available but

not for full duration

Black: table not

available/allocated

&

re‐

booked

If the guest has selected to have a drink in the bar before going up to their table give them a

‘restaurant tab card’, click on ‘Status’ on the right‐hand side of the screen. The ‘Status’ page will

appear, type the number of the tab card in ‘Booking Messages’, and click on ‘Waiting in bar’ then

‘Done’ – the colour of the reservation will then change to turquoise. We now know how many

people have checked in and arrived for their reservation according to the highlighted turquoise

boxes.



34

Club Individual (IRC Loyalty Card)

WHAT IS CLUB INDIVIDUAL?

Club Individual

is

a loyalty

scheme

allowing

members

to

collect

points

on

every

£1

they

spend

with

us. Every point collected equates to the value of five pence, which guests can then save up and

redeem against the cost of any food or beverage.

The scheme is very similar to those available at many high street retailers and is a great way of

rewarding guests for their loyalty.

Two membership tiers are available to guests, a Platinum Card and a Black Card. All guests are

eligible for a Platinum Card membership regardless of the amount they spend or the number of

times they have visited, even if they have never dined with us before – this may encourage them to

come back!

The Black Card tier is exclusively for guests who have spent £2,500.00 in the last year starting in

January. Once a guest has reached these criteria they will be upgraded to a Black Card membership.

All Black Card requests will be made via the Guest Communications Manager.

THE BENEFITS

Platinum Card Benefits

•One point for every £1 spent (every point equates to the value of 5p)

• Double points when you dine with us on your birthday

• Our Club Individual Magazine

• Bespoke updates on IRC events

• Complimentary Wi‐Fi access at all restaurants

• Complimentary room hire at sites with a Private Dining Room

• Complimentary event coordinator expertise

Black Card Benefits

• Two points for every £1 spent (Two points equates to the value of 10p)

• Double points when you celebrate your birthday with us

• Invitation to

Black

Card

member

events

• A complimentary glass of Prosecco per person when you book a party of ten or above

• Complimentary tea and coffee between the hours of 9.00am – 11.30am and 3.30pm ‐

5.30pm

• Our Club Individual magazine

• Complimentary Wi‐Fi access at all restaurants

• Complimentary room hire at restaurants with a Private Dining Room

• Complimentary event coordinator expertise

• Bespoke updates on Individual Restaurant Company events



35

Section Three

Floor



36

Mystery Diner/Steps of service

On your first day you will have been issued our Mystery Diner form. This is what we use to

monitor the service standards in our restaurants on a monthly basis. Every month we send in

2 Mystery Diners to each restaurant. Once they have completed their visit they fill in the form

and return it to us along with a copy of the bill of which we reimburse up to £90.

Please fill in the ‘steps of service’ flow diagram below indicating the correct steps of service to guarantee a

100% score on the Mystery Diner form:

Smile! Welcome guests

and offer them drinks Bring specials, fish of

the day, out of stock

items etc... to their

attention

Make recommendations

naturally

Offer appetisers to nibble

whilst browsing the menu

Put the order through on

the epos till and double

check it is correct before

sending

Mise en place – plates, cutlery

bread stand etc...

Deliver drinks (on a tray)

when guests are ready

take the food order. Don’t

forget position numbers!

Suggest side orders

where appropriate

If they haven’t ordered make

suggestions and offer mineral

water.

Enter order onto the

Epos till using position

numbers. Double check

before sending.

Mise en place – plates,

change/remove cutlery.

Keep an eye on ticket time

(Starters should be delivered

within 15 minutes) Do not

auction on delivery



37

When starters are

finished, clear, main

away and top up wine

(If applicable)

Remove dirty glasses

and debris

Keep an eye on ticket time

main course should be

delivered with 20 mins of main

away (do not auction on

delivery)

Offer condiments

(Parmesan, sauces

etc...)

Check back to ensure all

is well with their food

(Top up wine if

applicable)

Always be available at all times

in case your guests need you

Once they have

finished clear and

ensure you ask how

their food was.

Remove debris, oils, salt

and pepper, dirty

glasses from table

Give them

dessert

menus

and

reintroduce special dessert

promptly

Take dessert order, if

they decline offer

truffles and/or coffee.

Put order

through

on

Epos (Position

numbers)

If they order dessert and

coffee at the same time

ask

when

they’d

like

their coffees

Keep an eye on ticket time,

desserts should be delivered

with 10 mins or ordering (Do

not auction on delivery)

When desserts are

finished clear, offer

coffees, liqueurs etc...

Keep on top of table

maintenance, when they

ask for the bill check it

and deliver it promptly

When processing their bill, ask

if they have enjoyed their

dining experience with us.

If at any point during the

guests visit they bring any

problems to your attention,

feel empowered to deal

with it, and inform your

manager

Offer to get their coats

for them, thank them, say

good bye, we hope to see

you soon etc...



38

One Server

When you are given a section as a waiter we expect you to look after every guest in that

section by delivering nothing but the best service. They are your guests so treat them like

you would if they visited your own home.

We like our guests to be looked after by one server for the whole of their experience so they

know who to turn to for help and advice. By one server we mean:

Your waiter (1 server) should cover the following points from the start of

your meal until the end.

• Drinks order

• Specials

•

Out of

stock

items

• Recommendations

• Appetisers

• Food order

• Check back

• Dessert order

• Coffee order

It

is

understood

that

a

food

runner,

drinks

runner

and

Manager

will

still

visit

the

table during the guests visit!

NOTES:



39

Taking orders

In section one of the manual you will have covered position numbers and auctioning of food.

We showed you an example of what a check looks like with the position numbers.

When taking the guests food orders you can make this process quicker by being organised

before you approach the table with your position numbers ready: Please see example docket

below:

Please refer to the Epos manual to see how to enter food orders onto the till



40

3 Types of Selling

Why do we up sell?

• The first reason and most important is by using your product knowledge coupled with

effective selling techniques you will enhance the guests experience• You, yourself will make more money through higher tips

• It also means that IRC will increase sales, which is then re invested back into the

company allowing us to invest more in you by creating career opportunities

Below are the 3 different techniques to up selling, please write underneath each what

they mean:

Suggestive Selling

‘Suggestive Selling’ is planting the seed of choice and/or suggesting and offering

options that the guest might otherwise not be aware of or thought about. E.g.

suggesting olives, bread, starters, appetisers, side orders, desserts, coffees etc...

Up selling

‘Up selling’ is recommending a premium item. It will be more expensive, but also

better quality. E.g. up selling our house wine to one of our more premium wines.

Up selling is also selling more quantity as well as quality. When up selling measuredspirits, use the word “large” as opposed to “double” as double to the guest could

mean double the price which doesn’t sound so appealing.

Pro–active Selling

‘Pro-active selling’ is selling something to a guest before they actually need or want

it. E.g. asking if a guest would like another beer when they still have some left in

their glass



41

Complaint Handling

From time to time complaints do arise. It’s important to deal with complaints calmly and

professionally. Listen carefully, try to understand why the guest is upset and always try to

understand the cause of the problem.

Thank the customer for taking the time for bringing the problem to your attention, and if you

feel that it is a problem that you can solve yourself then go ahead!!

However, if you feel that it is a problem you are unable to solve, apologise, and ask them to

wait while you locate you manager. Always remember every complaint no matter how trivial

should always be reported to a manager, even if you have rectified the complaint.

EVERY COMPAINT IS SERIOUS BECAUSE IT DEMONSTRATES AN AREA WHERE WE

HAVE FALLEN SHORT OF GUESTS EXPECTATIONS. THE OLD SAYING STILL

STANDS THAT THE GUEST IS ALWAYS RIGHT AND THAT WE WANT EVERY GUEST

TO LEAVE A HAPPY GUEST.

REMEMBER – NEVER SAY NO

When dealing with the problem you should always follow the APOLOGISE procedure.

• Apologise – It shows we care to put things right.

• Praise – thank them for taking the time for making the complaint.

• Observe – their body language, keep a neutral stance and tone of voice.

• Listen – be sympathetic and empathise.

• Offer - a solution wherever possible

• Go through the steps with the guests on how you’re going to help them.

• Instigate the solution, call the duty manager if you need authorisation

• Stay calm throughout, never defend what has happened nor blame anyone.

• Ensure the guest is happy with the outcome.

Complaint Scenarios

Please see complaint scenarios below, write underneath each how you would deal with their complaint:

1. A guest orders a fillet steak and would like it cooked M/R, when it is delivered to the table it is over

cooked and

is

more

M/W.

What

do

you

do?

Apologise,

wait

for

them

to

finish

talking,

thank

them

for

bringing

it

to

your

attention,

offer

to

get

them

another

steak

freshly

cooked

at

that

it

is

one

you.

If

they

are

dining

with

others

offer

to

take

their

dishes

away so that they can eat together. Read their body language, if they are still unhappy gt them drinks on

the

house

or

anything

you

think

will

help

restore

their

trust

in

us.

Remember

to

stay

calm

at

all

times.

2. A guest orders wine and when they try it they complain it is corked. What do you do?

Whatever you do don’t disagree with them, or go and try it yourself. Apologise; thank them for bringing it

to their attention. Go and replace the bottle immediately and get fresh glasses.



42

ALLERGIES

A food allergy is an adverse immune response to a food protein. Many people in the UK suffer from

food allergies and if given the wrong information in a restaurant regarding the menu can have

severe allergic reactions even as serious as death. As an IRC waiter we expect you to have

knowledge in the 3 main allergies you are likely to be asked about by our guests:

Please write next to each allergy below a brief description of each allergy and what dishes on the

menu they are able to eat: (Ref. Allergy chart)

Dairy Allergy: Someone who has a dairy allergy is often known as Lactose Intolerant. This means

that they have an inability to digest milk and milk products. It tends to occur with age but no one

knows why.

Dishes they are able to eat from our menu:

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

Gluten Allergy: If someone has an allergy to gluten they have what we call coeliacs disease. Coeliac

disease is a condition of the small intestine (part of the gut). It can occur at any age. Coeliac

disease is caused by a reaction of the gut to gluten. Gluten is part of certain foods ‐ mainly foods

made from wheat, barley and rye


________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

Nut Allergy: There are alot of people in the UK that suffer from nut allergies. Both peanuts and

tree nuts

(for

example,

walnuts,

hazelnuts,

almonds,

cashews,

pecans,

brazils

and

pistachios)

can

act as allergens, and can cause an allergic reaction in some people. All our dishes that contain nuts

are clearly labelled on our menus.


________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________



43

Guest Awareness

This means you know exactly what your guests are doing from the second they walk intoyour restaurant until the second they leave. From a quick acknowledgement to a warmfarewell, this awareness enables you to give truly professional service.

If a guest looks as though he wants something, ask them, and get it immediately, if a guestis sitting in the restaurant looking around be aware and ask if they need anything. On theother hand, if a guest is drinking too much, be aware of it and if a problem is evident dealwith it. If you are totally aware, your job becomes easier and customer satisfaction is greatlyincreased.

Awareness is a skill to be developed, a great frustration is a perception of being ignored, thismay come across as rude to a guest, but more often than not is due to a lack of awareness.The balance to this is about knowing when to leave guests alone – knowing when to talk andwhen to walk, you would not want to be asked 3 times how a dish is, nor would you want aconversation whilst your food is on the table.There is nothing worse than “customer blindness”, if a guest needs ‘attention’ then help

them.

The more you spend time with your guests the easier it will be to read what they require fromyou. You will encounter a number of different types of guests that will have different needsand it is up to you to be aware at all times to ensure we meet their expectations.

Please write below some types of guests you have encountered in your training and how you read what

their requirements were:

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________



44

Challenge 21

If a guest look younger than 21 please ask for proof of ID, as clearly stated above it is

illegal to serve anyone under the age of 18.

The only ID documents you should accept are:

• A photo driving licence

• A passport

• A proof of age scheme card which carries the PASS logo

If you do ask someone for ID please record on our Epos till system:

Go into the ‘bar screen’ then into ‘beers’ and press ‘challenge 21’.

Please give a brief descript ion below what ‘Challenge

21’ is?

For nearly three years, the British Beer & Pub Association’s

Challenge 21 scheme has been raising awareness among

publicans and their staff of the need to be vigilant in preventing

underage sales. The scheme serves as a reminder to customers

that it is against the law to purchase alcohol if you are under 18,

or to purchase alcohol on behalf of someone who is under 18. If

you are lucky enough to appear under 21, you can expect to be

asked to prove your age

Press this button to

record you have

asked a guest for ID



45

Weights and Measures

It is important that you serve drinks to these measures according to the Weights and

Measures Act 1985. Please ensure you read the relevant legislation from this Act and signdocument to say you have been trained and understand what is required.

Please write below the measures we serve for Beer, Wine and Spirits:

Wine Beer Spirits

125ml ½ Pint 25ml

175ml Pint 50ml

250ml



46

Wine Knowledge

On your first day you will have been given a copy of the wine compendium. Please read this

and make notes during your training as you will be tested on it.

It is important that you learn these wines first and try them so you are able to make

appropriate recommendations.

There is further wine training available if you want to gain more knowledge. Please see your

manager.

Please list below the wines we sell by the glass:

White Red Rose

___________________________ _____________________________ __________________________

___________________________ _____________________________ __________________________

___________________________ _____________________________ __________________________

___________________________ _____________________________ __________________________

___________________________ _____________________________ __________________________

___________________________ _____________________________ __________________________

___________________________ _____________________________ __________________________

Please put your tasting notes below:

White Red Rose

____________________________ _____________________________ __________________________

____________________________ _____________________________ __________________________

____________________________ _____________________________ __________________________

____________________________

_____________________________

__________________________

____________________________ _____________________________ __________________________

____________________________ _____________________________ __________________________

____________________________ _____________________________ __________________________



47

Wine Service

Topping up your guests wine is part of our service standards, however not everyone will

want you to do it. There is no harm in asking them first before you proceed to top up.

Please follow the steps below when opening wine:

1. Present the wine to the customer

2. Score around the outside of the foil with the knife as shown

3. Twist the corkscrew into the cork



48

4. Place the lever on the bottle opener on the edge of the bottle lip

5. Lever the cork out the bottle using the 2 different joints

6. Pour half an inch in the glass of the person who ordered the wine and ask ifthey’d like to try it.

7. Wait for their response, if OK continue to pour

8. If there are more than one person at the table always start with the ladies

9. Lightly place the bottle on the table if red and in ice bucket if white or rose with

label facing the guest.



49

Cocktails and Spirits

We don’t expect you to know every spirit we sell and how to make every cocktail at this

stage of your training but you need to learn the house spirits and the cocktails that we sell

and what ingredients are in them.

On your first day you will have been issued with a cocktail and spirit compendium, please

read them and make notes as you will be tested on them.

Please write below the cocktails we sell and the main ingredients:

Cocktail Ingredients

___________________________________ ___________________________________________

___________________________________

___________________________________________

___________________________________ ___________________________________________

___________________________________ ___________________________________________

___________________________________ ___________________________________________

___________________________________ ___________________________________________

___________________________________ ___________________________________________

___________________________________

___________________________________________

___________________________________ ___________________________________________

___________________________________ ___________________________________________

___________________________________ ___________________________________________

___________________________________ ___________________________________________

___________________________________ ___________________________________________

___________________________________

___________________________________________

___________________________________ ___________________________________________

___________________________________ ___________________________________________



50

IRC Calls

The numerical calls are used to get a message across quickly and succinctly. There is

no confusion and no misunderstanding, all staff should use the numerical calls as well asmanagement. It gives a message and a directive to someone without having to explain infull, so the person receiving the ‘call’ can act on it quickly and efficiently.

Please write below what your house spirits are:

Spirit

Vodka Finlandia

Gin Haymans

Brandy

Courvoisier VS

Whiskey Famous Grouse

Rum Bacardi

Please write below what each of the IRC calls mean:

50 = Catch!

86 = Item, food or drink out of stock

68 = Above item back in stock

118 = Answer the phone

100 = Irritation

200 = New customer needs attention

300 = Existing customer needs attention

400 = I’m in the weeds

450 = Follow me now

600 = May i go for a break, if so, please watch my station

700 = Hotty at the bar

740 = Hotty at the bar but they’re over 40!

900 = Drinks or food waiting at the pass/dispense



51

COFFEE

Coffee

"As coffee-lovers everywhere know, drinking coffee is an aesthetic, sensoryexperience with its own set of rituals that can be shared with others or savoured alone."

Coffee is an important part of the PICCOLINO's experience, people "pop in" for a coffee,creating

that casual Italian vibe and people finish a meal with a coffee providing the last memorablemoment of

their time with us. As such, it’s very important that the coffee we serve is made correctly andof the

highest quality.

Illy

illy use only the finest 100% Arabica beans—nine varieties meticulously selected fromaround the

world and combined into a single espresso blend. These beans are skilfully roasted and air-cooled—

so they're never burned or bitter—ensuring a smooth and balanced taste. They're thenpackaged in an air-free environment using illy's proprietary pressurization system to seal in

theprecious aromas, oils and flavours. The result: Distinctive and consistent taste, as well as

guaranteedfreshness until the moment the can is opened and the coffee prepared.



52

Frothing Milk

Step 1Fill jug with cold milk, try to use only as much milk as you need, as used milk won’t re-frothadequately.NB: Never fill the jug over half way when frothing, as when properly frothed it doubles insize.

Step 2Turn the steamer valve a half turn to flush out any back wash.NB: watch not to spray yourself

Step 3Tilt the jug and steam wand (as pictured), then place tip of the nozzle just below the surfaceof the milk

Step 4Turn the steamer a half turn for full steam. Place your free hand on the jug to monitor thetemperature.When frothing properly you should hear "pssst pssst"NB: You don’t get more steam out when if you keep opening the valve, it just means it takeslonger to turn it off

Step 5Keep your hand on the jug checking the temperature, move the jug steadily down stretchingthe milk and keeping the nozzle in the same position. When it’s uncomfortable to touch, it’sat the right temperature.

Step 6Turn the valve off, remove the wand from the milk and wipe immediately with a damp cloth.Keep the milk moving all the time, swirl it round the jug and knock it on the counter severaltimes, this removes all the larger bubbles from the milk.NB: don’t over tighten the valve, it just knackers the spring.

Step 7Pour directly to your receptacle, jiggle from side to side to get extra froth.



53

Tamping

(Pressing the coffee)

Step1

Remove the handle and knock out the coffee in the knock box.

Step 2Place empty handle under the doser and make 1 complete pull for a single 2 (2 nozzled) fora double

Step 3Rest the handle on a firm surface, then tamp (press) firmly and twist a half turn clockwiseNB: the aim is to seal the coffee, keeping it level, for even water distribution and the twistcreates a tighter seal and more complete use of the ground.

Step 4Wipe rim of the handleNB: any residual ground on the rim will damage the seals on the shower heads, creatingleakage over Time

Step 5 Attach to coffee machine, press desired button immediately, then place cups underneath.

Order of Service

These orders applies to individual checks, when doing multiple checks use common senseand get rid of them simultaneously where possible.

1. Liqueur coffees2. Teas3. Lattes, mochas, hot chocolates4. Cappuccinos, white coffees5. Espressos, machiato's and ristrettos



54

Cleaning

Brewed espresso leaves a substantial residue on all brewing surfaces. These coffee tars

give a bitter, stale flavour to espresso drinks. Also this residue can damage your equipment

by clogging the screens, valves, brewing passages and water jets.

Regular back flushing with puly caff detergent will remove tar and coffee grounds, leavingyour machine in top condition.

Step 1Remove all handles from the machine and knock out any spent coffee.

Step 2Remove filters and place with all but 1 handle in a container (an ice bucket normallyavailable) with 1 spoon of pully caff and cover heads in water. Leave to soak overnight, thenrinse thoroughly before use in the morning.

Step 3Replace the normal filter on your remaining handle with a blank filter.

Step 4Turn on all brewing heads to flush any excess coffee grounds from the espresso screens. Ifa coffee brush is on hand gently scrub also.

Step 5Place a tea spoon of puly caff in the blank filter, and then attach it to a brewing head.Turn on the free flow, allowing the water to run until the light flashes. Remove the handleand dump out the contents

Step 6Repeat the above step 5 times without the pully caff.

Step 7Repeat steps 5 and 6 on each brewing head.

Step 8Place remaining handle in the container with the rest. Flush all brewing heads again toensure no residue of the pully caff remains in the machine (this can lead to the machine jamming)

Step 9Remove drip tray and clean. Pay careful attention to the drain underneath, this can clog withcoffee grounds which harden like concrete flush with hot water if necessary

Step 10Ensure all surfaces of the machine and the surrounding area are sparkling, this includes the

steam



55

Macchiato:Dosage: 1 pullCup: espressoButton: espresso Additions: touch of frothNotes: a short mini cappuccino

Double espresso:Dosage: 2 pulls, double handleCup: coffeeButton: 2 espressos

Standard plate set up, 1 cantuccini(Piccol ino), 1 chocolate Brownie (Bar andGrill), 1 white sugar, and 1 brown andappropriate spoonSmall spoon for espresso cupsStandard spoon for all others

NB: Latte set up is on a side plate, with a

napkin.

Espresso:Dosage: 1 pullCup: espressoButton: espresso Additions:Notes: crema should last 2 mins serveimmediately



56

Americano:Dosage: 2 pulls, double handleCup: coffeeButton: 2 espressos Additions: top up with hot water, leave 1cmwindowNotes: Called an Americano as the American

soldiers who drank it couldn't handlea normal double espresso

Black coffee:Dosage: 1 pullCup: coffeeButton: 1 long

Additions: top up with hot waterNotes: an Americano with 1 shot of coffee,as close to a filter coffee as we get

White coffee:Dosage: 1 pullCup: coffeeButton: 1 long Additions: top with hot milk, minimum frothNotes: a shot of coffee and milk, simple

Cappuccino:Dosage: 1 pullCup: coffeeButton: 1 long Additions: top with hot frothed milkNotes: cover 1/2 with chock powder on theside the guest drinks from the froth should beslightly raised not a towerDON’T BURN THE MILK!



57

Latte:Dosage: 1 pullCup: LatteButton: long Additions: Top 2 rim of the glass with frothedmilk

Notes: A traditional latte should be a shot ofespresso topped with slightly frothed

Mocha:Dosage: 1 pullCup: long

Button: espresso Additions: top 2 rim of glass with hot chocolateNote: a latte made with hot chocolate

Liqueur coffee:Dosage: 1 pullCup: Latte

Button: long Additions: 25ml of spirit and 1 sachet of sugar ifunsweetened spirit, cream float and 3 coffeebeansNotes: coffee should come to 1cm of glassmake sure you mix it before floating to float thecream shake it well then pour gently over thebowl of a spoon

Fresh mint teaDosage: 4 whole mint sprigs Additions top with hot waterNotes: garnish pot with a FRESH sprigof mint, no sugar required on cup



Hot Chocolate: dosage 1 heaped table spoonCup: LatteButton: N/A Additions: make in latte glass

Notes: fluffy, lovely, chocolate goodness

Teas:Dosage: 1 tea bag

Cup: coffee and potButton: N/A Additions: milk on sideNote: herbal teas don’t need milk