Chloe Server Manual

Server Responsibilities and Guidelines

1. Preparation and Opening Duties

• Table Setup and Cleanliness:
  • Ensure tables are clean and set correctly with all necessary items: clean plates, polished silverware, unchipped glasses, and folded linens.
  • Center the candle on the table; chairs and floors must be free of crumbs or debris.
  • Use downtime effectively by detailing sections and completing opening side work, including stocking and preparing the station.
• Side Work:
  • Refill and clean side stations, stock extra receipt paper, and clean the POS and printers.
  • For the patio, ensure water jugs are filled, tables are stable, and all necessary items are available (e.g., pens, check presenters).
• Service Preparation:
  • Study the menu, including ingredients and allergy information, to confidently handle guest inquiries and special requests.
  • Attend pre-shift meetings to stay updated on any changes or special promotions.

2. Service Techniques and Guest Interaction

• Greeting Guests:
  • Welcome guests with a smile and eye contact, creating a friendly and inviting atmosphere.
  • Treat every guest with the same enthusiasm and respect, aiming to build regular clientele.
• Serving Etiquette:
  • Serve food and beverages using open palms and body language, avoiding backhanded movements.
  • Focus on clearing plates properly and maintaining table cleanliness throughout the dining experience.
• Consolidating Steps:
  • Avoid “ping ponging” between tasks; anticipate guest needs by staying one or two steps ahead.
  • Efficiently manage your time by grouping tasks (e.g., bringing all drinks for your tables at once).

3. Handling Orders and Special Requests

• Order Accuracy:
  • Record orders accurately, noting any allergies or special requests clearly in the POS system.
  • Highlight specials with enthusiasm to increase guest interest and potentially boost tips.
• Allergy Awareness:
  • Be vigilant about allergies and ensure all relevant information is communicated to the kitchen.
  • If unsure, do not hesitate to ask for help from a manager or more experienced team members.

4. Closing Duties and Cash Management

• Closing Side Work:
  • Ensure that tables and sections are cleaned and reset for the next shift, including sweeping chairs and floors.
  • Replenish any items that are running low before the end of your shift.
• Cash Handling:
  • Servers are required to have a personal bank of $50 in small change per shift to facilitate smooth transactions during busy periods.
  • Management will be checking cash banks regularly, so be prepared and organized.
• Post-Shift Conduct:
  • Avoid lingering after shifts, especially in uniform. The restaurant is not a personal space for socializing.

5. Continuous Improvement and Teamwork

• Training and Development:
  • Participate in ongoing training to refine service techniques and improve the overall guest experience.
  • Welcome and assist new team members, contributing to a supportive and cohesive team environment.
• Manager Feedback and Support:
  • The manager is committed to helping the team continuously improve, so don’t hesitate to seek guidance or discuss areas of focus.

6. General Reminders

• Hydration: Stay hydrated during shifts, especially during busy times and patio season.
• Respect the Bar Area: Avoid hovering around the service bar; focus on other tasks while waiting for drinks.
• Attention to Detail: Consistently apply attention to detail in all aspects of service, from table setup to guest interaction.

Special Section on Allergies

Allergies: Awareness, Communication, and Handling

Food allergies are a serious concern in the restaurant industry, and it’s crucial to manage them with the utmost care and attention. A single mistake can lead to severe health consequences for guests, so understanding, communicating, and handling allergies properly is essential.

Understanding Food Allergies

• Common Allergens:
  • Peanuts
  • Tree nuts (e.g., almonds, walnuts, cashews)
  • Shellfish (e.g., shrimp, crab, lobster)
  • Fish
  • Milk and dairy products
  • Eggs
  • Soy
  • Wheat (gluten)
• Severity of Reactions:

  Allergic reactions can vary from mild to life-threatening. Symptoms may include:

  • Hives or rash
  • Swelling of the lips, face, or throat
  • Difficulty breathing or wheezing
  • Abdominal pain, nausea, or vomiting
  • Anaphylaxis, a severe reaction that can be fatal if not treated immediately

Communication with Guests

• Initial Inquiry:

  Upon seating, always ask guests if they have any food allergies or dietary restrictions. This should be part of your routine whenever you take an order.

  Example: “Do you or anyone in your party have any food allergies or dietary restrictions I should be aware of?”

• Menu Guidance:

  If a guest discloses an allergy, guide them through the menu, highlighting dishes that are safe or can be modified to meet their needs. If unsure about any ingredient or preparation method, confirm with the kitchen before making any recommendations.

  Example: “Our grilled salmon is gluten-free, but let me check with the kitchen to ensure there’s no cross-contact with gluten-containing ingredients.”

• Clear Notation:

  Clearly note the allergy in the POS system. Use specific codes or flags to ensure the kitchen staff is fully aware of the allergy.

  Example: Entering “Severe Nut Allergy” in the special instructions section of the POS.

Working with the Kitchen

• Effective Communication:

  Communicate the allergy directly to the kitchen staff, emphasizing the importance of avoiding cross-contact. Confirm that the kitchen understands and is prepared to handle the order safely.

  Example: “Table 5 has a shellfish allergy. Please ensure the grill is cleaned before cooking their steak, and use separate utensils.”

• Double-Check Orders:

  Before serving, double-check the dish to ensure it has been prepared according to the allergy specifications. When delivering the food, reiterate to the guest that the dish is free from the allergen.

  Example: “Here’s your chicken dish, made without any dairy as requested.”

Preventing Cross-Contact

• Dedicated Equipment:

  When preparing food for guests with allergies, the kitchen should use dedicated equipment (e.g., cutting boards, knives, pans) that has not been in contact with the allergen. If this is not possible, the equipment must be thoroughly cleaned and sanitized before use.

• Separation of Ingredients:

  Ensure that allergen-containing ingredients are stored separately from other foods to prevent cross-contact. For example, store nuts in sealed containers away from other ingredients.

• Safe Handling Practices:

  Kitchen staff should wash their hands and change gloves before preparing an allergy-specific dish. Utensils and surfaces should be cleaned and sanitized to eliminate any traces of the allergen.

Responding to Allergic Reactions

• Recognizing Symptoms:

  Be familiar with the symptoms of an allergic reaction, such as hives, swelling, difficulty breathing, or anaphylaxis. If a guest shows any signs of a reaction, act immediately.

• Emergency Response:

  If a guest is experiencing an allergic reaction:

  • Call 911 or the local emergency number immediately.
  • Inform the manager and ensure someone stays with the guest to provide support.
  • If the guest has an epinephrine auto-injector (EpiPen), assist them in using it if needed, or administer it if they are unable to do so.
• Post-Incident Protocol:

  After an incident, document what happened and review the situation with the manager to determine if any procedures need to be adjusted to prevent future occurrences.

Training and Awareness

• Ongoing Training:

  Regularly participate in training sessions on food allergies, cross-contact prevention, and emergency response. Stay updated on best practices and new developments in allergy management.

• Team Communication:

  Ensure that all team members are aware of any allergies at the table. This includes servers, kitchen staff, and managers. Clear communication can prevent mistakes and ensure the guest’s safety.

Creating a Safe Environment

• Proactive Measures:

  Always be proactive in asking about allergies, even if the guest doesn’t mention it first. Encouraging guests to disclose allergies ensures that you can provide a safe dining experience.

• Building Trust:

  By handling allergies with care and professionalism, you build trust with guests. This not only ensures their safety but also enhances their overall dining experience and encourages repeat visits.