ROPEWALK OC 2016 SERVER TRAINING

PACKET
Article I. Stocking Quotas
Section I.1 Server Refrigerators
(a)
(b)
(c)
(d)
(e)
(f)

2 Gallons of milk
2 Chocolate syrups
Creamer and Butter (1 of each)
Regular and Decaf Coffee (1 of each defrosting)
Apple juice packs unwrapped and lined up
Left overs will be thrown out

Section I.2 Server Dry Storage

(a) Large and small To-Go boxes (1 of each)
(b) 1 Pack of soup containers and lids
(c) Hand full of bags

Section I.3 Carts

(a)
(b)
(c)
(d)
(e)
(f)

Stacks of B&B plates (2)

Beverage & Dinner napkins; (1 stack open, 2 back-ups)
Rolled silverware (2 bins)
Wet naps (1 bin)
Sugars (1 bin)
Oil & Vinegar sets

(g) Fish Food

Section I.4 Beach Shed

(a) Ketchup, Mustard, Old Bay S&P Shakers (2 rows)
(b) Oil & Vinegar (6 sets)
(c) Beverage & Dinner napkins (2 boxes of each)

Article II.Menu Descriptions

Section II.1

Sauces

(a)
(b)
(c)
(d)
(e)

Yuzu- Condensed soy sauce, thick brown

Thai Aioli- Thai chili sweet & spicy sauce mixed with mayo
Chipotle Horseradish- Mayonnaise base; with chipotle and horseradish
Remoulade- Tartar base; creole mustard and capers
Pineapple Salsa- Diced pineapple, red pepper, red onion, and Sriracha
sauce
(f) Pickled Vegetables- Radish, carrots, onions and cucumbers

Article III.

POS & How to Ring in Food

Section III.1

Substitutions

(a) $Green Buttons$: Start a new item and charge where applicable
(b) Purple Buttons: Attach to the item above it. These are usually some
type of addition, subtraction, or modification to an item.
(c) MODS and SIDES
(i) Purple buttons: SUBTRACT first; ADD second
1) Ex. Suppose a guest wants a side of Rice with the Filet instead of the
Roasted Potatoes. The Sequence would look like this and the guest would
get a medium rare filet with rice and veg de jour.
a) Filet

b) Medium Rare
c) No Roasted Potatoes
d) Add Rice

Section III.2

What acceptable?

(a) Sandwich side substitutions: chips or upgrade to fries for $2.

1) If a guest wants a different side from the two that we offer we also have a
list of substitutable sides listed on the menu. Ring in sub fries and continue
with the steps for mods and sides.

(b) Dont Make- When an item was already made but needs to be rang in
to account for the price/ inventory.
(c) Allergy- ALL Ropewalk restaurants are peanut allergy aware and safe;
however, all allergies must be made known to a manager and the
kitchen. This button is specifically displayed as a different color to
indicate importance.
(d) Lost Tickets- We are a high-volume establishment capable of handling
massive sales. But like most fast-pace restaurants occasionally ticket
times can be as long as 30-45 minutes. Do not worry if your food has
not left the kitchen under this time frame. However, inquire with a
manger for ticket times exceeding 50 minutes.
(i) Though it is not common, occasionally, tickets can be miscommunicated or
lost. If your ticket has been lost you will be instructed to re-ring the ticket
including the REFIRE button which will bring your ticket to the top of the
screen and will take priority.

Section III.3

COMP VS VOID

(a) Comp: When an item was prepared but sent back, not sold, or given to
a customer by the restaurant by a manager
(i) Ex. If drinks were taken off a check due to customer dissatisfaction

(b) Void: When an item was ordered but not prepared [Dont Make]
(i) Ex. A server accidently rings up an incorrect drink order but catches the
bartender before it is prepared

Section III.4
Section III.5

Running Credit Cards VS Cash

Gift Cards & Prepaid Cards

(a) Ropewalk OC Gift Cards: are the only type of gift card compatible with
our profit center. They can be purchased for any dollar amount at the
bar.
(b) Ropewalk Fenwick & Our Other Establishments Cards
(i) We do not accept Ropewalk Fenwick Gift Cards UNLESS they are closed
(typically an off-season issue) and a manager will have to approve.

(c) Prepaid Debit/ Gift Cards

(i) We NEVER accept any type of prepaid debit gift card. They often do not
verify with our system.

Article IV.

Customer Dissatisfaction

Section IV.1

How to use the Radio

(a) ALWAYS listen before you speak into the radio. There are many
employees using the same system to keep us connected and it is
important not to interrupt one another
(b) State who you need, where you are located, and a BREIF description of
what you need
(i) Ex. Joe, to main DBS terminal, food issue

(c) Stay where you are after making a call, they cannot help you if you
walk away

Section IV.2

Steps of Service

(a) Greet the table with beverage napkins or coasters

(i) This lets the Hostess Manager and your Captain know someone has greeted
the table
(ii) This should be done within two minutes of the table being seated and no
more than 5. If you are unable to properly greet your table simply let the
guest know you will be right with them, or ask a coworker to help get a
drink order.
(iii) Introduce yourself and inform the guests of any specials or features we may
be running.

(b) Take a drink order (from this point on, guests drinks should be kept full)
(i) Do Not ask open ended questions such as Can I get you something to
drink? Instead ask What may I get you started with to drink?
(ii) Let them know you will return shortly with their beverages to take their
appetizer order.

(c) Appetizer
(i) After setting down all the drinks; ask which appetizer they have decided to
try.
(ii) Given that we are a high-volume restaurant it is best to suggest this course
in the meal to ease waiting time.
(iii) At this point, some guests are ready to tell you their entre order as well.
ALWAYS ask how they prefer their meal to be coursed this is important
because some folks would like time between their courses and others would
like everything at once.

(d) Entrees
(i) Pre-bussing tables is very important. No one likes to sit with dirty dishes and
a cluttered table in front of them.

(ii) As you complete this set as if there is anything else they will be needing
before their meal arrives. This is typically a good time for another round of
drinks.
(iii) A food-runner will deliver all meals according to seat number which is
discussed in the seating chart section.

(e) Check Back (2 Minutes 2 Bites)

(i) After the meals have been set for the guests you must check on them to
ensure everything has been prepared well for them.
(ii) Ask questions like How is the temperature of your soup? and Is there
anything else I may bring you?

(f) Clear Dishes & Talk about Dessert

(i) Always offer desserts, coffee, or after dinner drinks.
(ii) If they decline this is a good indication they are finished, and probably
ready for the check.

(g) Present the Check

(i) Always drop the check in a presenter. Unless a specific guest has asked for
the bill set it in the center of the table and let them know you will return
shortly to retrieve the bill.
(ii) The bill setting down on the corner of the table is typically a good indication
they are ready for you; however, if you are unsure and it has been a while it
is okay to ask if they are ready for you to take their payment.
(iii) If they pay with cash always say you will return with change, often they will
either tell you to keep it or request change.

(h) Never auction off food or drinks, especially when delivering them to
your own table. Writing orders down is always recommended, soon you
will find a system that works best for you.

Section IV.3
Food issues are to be addressed by a manager NOT
the expo or any member of the kitchen
(a) See Steps of Service to ensure you catch the problem at an early stage
so it can be corrected before the rest of the table is finished their meal.
(b) If a guest does express dissatisfaction with their food find out what you
can do to fix the situation, never just walk away:
(i) EX. May I prepare you the same meal, or would you like to see a menu and
choose another item?
(ii) ALWAYS remove the item in discussion, you should never leave an
unpleasant reminder of why the guest is dissatisfied sitting on their table.

(c) Once you have identified the problem either:

(i) Ring in a REFIRE!! Which will bring the food item to the front of the screen
so the kitchen can begin working on it immediately if you are sure the
customer just wants their meal remade.
(ii) If they want something different; again, ring in as REFIRE!! And it will move
the food item to the front of the screen

(iii) Then radio a manger; if you are unsure of what to do ask your captain/ radio
a manager immediately

(d) When in need of a manager radio them

(i) See radio section

Article V. Seating Cart/ Pivot Points

Section V.1
Pivot Points can be found where the black triangles are
placed. They are your Seat 1 this helps identify to the food runners
where to place your guests meals and you are to ring in food
accordingly.

Article VI.

After You Are Cut

Section VI.1

Clean Section

(a) This can be started as soon as you are cut since your tables are no
longer being sat; however, you should never start before you are cut
and never assume it is your time to go.
(b) Pull out and wipe all table tops, sides, bases and chairs. If you are on
the beach you will need to level and rake the sand in and around your
section.
(c) Your caddie condiments are all to be wiped down and soaked in hot
water if dried up residue is in the caps.
(i) 1 Ketchup (left), 1 Mustard (right)/ Old Bay shaker in the center
(ii) 1 Pepper (left), 1 Salt (right) / Sugar caddie in the center (pink, yellow, then
white)
(iii) Fill and wipe napkin caddie (only applies to outside sections) (to the right of
the caddie)

(iv) Appropriate number of plates and silverware (roll is at a right diagonal)

(v) If outside you are expected to pull everything from your tables and place
them in the designated area
(vi) Any empty condiments must be thrown out and replaced
(vii) PICTURE OF CORRECT CADDIE
1) Beach Caddies & Napkin holders are moved to the center tables of the
pavilion
2) Deck Caddies & Napkin holders are stored on designated shelves in the
Server Dry Storage

Section VI.2

Side Work / Silverware

(a) Side work can be found in the black binder designated by your Captain
(b) The amount of silverware you are expected to roll can also be found in
the binder along with any other closing side work you may be assigned
(i) Only roll in designated rolling area for your section
(ii) No rolling in kitchen prep areas
(iii) Silverware hoarding as well as hiding silverware are fire-able offenses

Section VI.3

Getting Signed Out

(a) Server reports can only be printed after all open tabs are closed out; if
you wish to order food for yourself please do so and have a manager
discount your meal.
(b) At the bottom of your report you will find a tip out section (SHOW
PICTURE)
(i) You are responsible to tip out the Bartender, Busser, Food Runner, and
Oyster Shucker
(ii) Get signatures from each of them. If your total tip out is $10.24 you are
required to tip $10.24
(iii) Coworkers appreciate rounding up but it is not required. (Remember we all
work for tips)

(c) Only after ALL of your side work is complete, your section is clean, and
have been signed out by all support staff then ask your Captain to
check you out.
(i) He or She will check your section, caddies, and side work. Please be patient
as they will still be providing service to tables at this time.
(ii) Never interrupt your Captain while they are speaking with guests. They are
the one who cut you, so they know you are waiting.
(iii) Once all is complete, your Captain will sign you out and you may take your
drop and signed server report to the closing manager.
1) If your drop is Negative (SHOW PICTURE) the restaurant owes you money.
They will round up for .50 and over and round down .49 and under.
2) If your drop is positive, then you owe the restaurant money. Same rules
apply.

Article VII.

Uniforms

Section VII.1

What we provide

(a) 1 Black uniform shirt, &apron

Section VII.2

What you need to bring

(a) Black non-slip sneakers, black low cut socks

(b) Khaki pants or shorts
(c) 5 pens, Server book (BRING YOUR OWN), $30 bank of 1s, 5s and 10s,
& a wine key
(d) If hair is longer than shoulder length it must be tied back, clean finger
nails, & no excessive jewelry