Mama D's Manual

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What items do you refrain from offering if there is a wait?

desserts, coffee, or espresso. Use words "are you all set" to get them out!

never turn your back to the

dining room

At the point of the check the only acceptable things left on the table are

drinks and dessert items

What are the only valid forms of ID

drivers license, passport, or military ID

What destroys motivation and breeds complacency and mediocrity

entiltement

What is a good example of single bagging where you do what is takes to get by, laziness, gossiping, or complaining

entitlement

there are no mistakes there is only

lessons

appetizers get ______

medium round plates

What are all checks presented with

mints, toothpicks, hand wipes, and your signed business card

the list descriptors

name, number of people, description,time. are there any kids?

Do we do separate checks

no

Do we accept reservations

no but call a manager to explain and it is unfair to quote a wait time over the phone. some available options are to inform them before or after rush hour is best

How did you learn to walk as child

no fear or pain, or ignorance or insecurity. You wanted to walk and the only way to do it was to get up and do it.

When bringing out a salad always

offer chilled forks and chilled plates from the freezer

If a table has a booster or high chair

offer them a complimentary children's pasta

I the wait is over an hour

offer them the option to take down their number, telling them you will call or text when there are about 3 people ahead

How long should it take you to deliver a beverage? (number 3)

one minute

How long should it take you to give change or voucher (number 11)

one minute

How long do you wait to check back after you've delivered the food? (number 9)

one to three minutes

Who is the boss

our guests

we don't refer to groups as

parties

things to check on it

picture 2)date of birth showing 21 3)expiration date is not passed 4)the id was issued by a valid government agency 5)a physical description (height, weight, eye color) 6. signature of person

2 fundamentals of mama D's

quality and care

our attire for guests is

clean and casual. must wear shirt shoes and bottoms to be served.

What is our style of management at Mama D's

coaching

what soft drinks do we have

coke, diet coke, root beer, fanta, and lemonade

a toddler or infant gets

complimentaru pasta with or without marinara.

sometimes is a

NO

EXCEEDING OUR GUESTS EXPECTATIONS IS OUR

NUMBER ONE PRIORITY

What does Mama D's do for days

complimentary scoop of ice cream or a bday cake with a cane, signed card from the staff, and singing happy bday.

WHAT IS THE SECRET TO GENIUS

"The secret to genius is to carry the spirit of a child into old age, which means never losing your enthusiasm"

Drop the bread off and say

"This our homemade focaccia bread, hot out of the oven with virgin oil spiced with garlic, herbs, and spices for dipping the bread."

John Woodens quote when it came to having a formula

"We don't do thing your way, we do things the best way"

How do we answer the phone

"thank you for choosing Mama D's, this Corinne, how can I help you"

Training quote

"you can map out a flight plan, but then the actions starts, it may not go the way you planned, and you're down to your reflexes, which means you're training. Thats where your roadwork shows. If you cheated on that in the dark of the morning well, you're getting found out now under bright lights.- Joe Frazer (World Champion Boxer)

3. Deliver Beverage within _______

1 minute

Our restaurant is built by

1,000 individual acts and lost by merely one

14 Key POINTS (the winning formula)

1. Bread within 15 seconds, even if busy 2. Greetings within 30 seconds, even if busy 3. Deliver beverage within 1 minute 4. Take the entire order 5. Meet the guest 6. Orchestration (never leave your station until you hit each table( treat your section as one table) 7. Ensure Order Accuracy (find out if the guest wants a salad first) 8. Delivery of the food hot and steaming 9. Check back within 1-3 minutes 10. Maintain table appearance 11. Merchandise after dinner items such as desserts, espresso, and coffee 12. Present the check and verify accuracy prior to presentation. 13. Give change or voucher within 1 minute 14. Thank the guest

What is our 3 point game plan

1. Service: `14 key points 2. Connecting 3. Cleaning

corkage fee

10 $ , please notify a manager (wine only)

check outside every

10 minutes

Appetizers normally take how long

10 minutes, call the appetizers out to your kitchen

99% right is

100% wrong

How long should it take you to deliver bread? (number 1)

15 seconds

how many names mean it will definitely be over an hour

20 names

everyone is responsible for answering the phone with ____ rings

3

Card anyone who appears under the age of

30

Even if you are busy, how long does it take you to greet the guest? (Number 2)

30 seconds

2. Greetings to people are within ______

30 seconds, even if busy

There is only _______ people per basket of bread (2 pieces each)

4

Each lost check costs you

50 dollars

The ripple effect

50 tell each tell 10 people, then you have 500 people

What do you have when you say "I'll get to it when I can, can't you see how bust we are?" or "too cool attitude"

A cancer called Success Syndrome

ABC PRIORITIES

A: ASAP seating B: BREAD the tables C: CARE for the guests outside

Do you communicate a small problem to a manager?

ALWAYS communication a problem to the manager no matter how small or large

At what key point do you make suggestions if they are first timers?

At number 3, when you are delivering drink beverage.

1. What is the WOW factor

Bread within 15 seconds even if its busy

What is the FIRST major theme throughout Mama D's and this manuscript

CARE

Please do not do anything because you HAVE TO, do it because you

CARE.

WHAT CHANGES AN UNINSPIRED WORKER INTO A PRODUCER, A PESSIMIST TO AN OPTIMIST OR A LOAFER TO A GO-GETTER

ENTHUSIASM

What cries to the world "i've got what it takes?!"

ENTHUSIASM

What is that certain something that makes us great, that pulls us out of the mediocre and commonplace, and builds power within us?

ENTHUSIASM

________ is the vibrant thrill in your voice that sways the will of others into harmony with your own.

ENTHUSIASM

What is not safe to assume when it comes to checks?

That the change in the check is yours

What should be our personal motto

I GIVE A DAMN!!

if the number at the end of credit card checkout is positive then

I OWE THE house

If there is something in the food

IMMEDIATELY PULL THE PLATE AND SHOW EXTRA CONCERN

We like to coach in a similar way to which movie

Karate Kid: The only explanation for doing the tasks Daniel was asked to do was to trust his coach through the journey.

"PLAYING TO WIN"

THE PHILOSOPHY OF PLAYING TO WIN IS GOING AS FAR AS YOU CAN WITH ALL THAT YOU HAVE

Where does the pink ticket go back too?

The salad station

What is a strong suggestion in meeting the guest?

Using their name, it shows you really care. Repeat often

"Practice doesn't make perfect, perfect practice makes perfect"- __________

Vince Lombardi

MAMA D'S 14 KEY POINTS IS OUR _________ FORMULA

WINNING

Our team mission

We at mama D's are committed to giving every guest a superior experience exceeding their expectation, by being friendly, focused, having positive attitudes, great teamwork, and playing to win 100% 100% of the time.

When does a cycle of service end?

When the guest considers the service complete

If offered the bread outside or inside while waiting always offer

a napkin

Every beer is served in

a plastic bucket filled with ice and a chilled glass

Guest service is:

a pleasant voice is a good attitude is a professional appearance is treating people how you would like to be treated is about pride and care is patience is a quick response is anticipating their needs is consistent is listening and hearing what guest say, and do not say is a positive "no problem" attitude most of all guest service is FUN

The oil is presented at the table on

a round plate, doily, and small plate."

What kind of guest is deadly to us

a silent guest, communicate with them

TEAM

a successful team beats with one heart

What is considered a bank?

a ten, a five, and five ones

any to go meals such as cioppino or clams, with water based broth should be packed in

a tin wrapped in 2 plastic bags opposite of each other to prevent leackage.

respond to coaching as

a tool to improve not right or wrong

Where does the YELLOW ticket go back too?

baker

We will not accept actions such as

being late or not having the proper uniform.

Always present ________ at each table for each drink

bev-naps

After you adjust all the tips on a credit card machine hit

cancel lol

Upon clocking in what should each busboy and server do

check each table and floor to make sure everything is in the correct place and sparkling clean

As a host, if a guest orders a drink immediately

circle their name int he nook and make a drink ticket. For wine make sure to write g for glass or h for bottle and table number.

The two basic needs for all human beings are to

feel IMPORTANT & CONNECT

every beverage must

go on a beverage napkin

For entree's use __________ when splitting

half size oval plates

What can you do if you are double or tripple sat or have taken an order

hand the ticket to your team mate to help you and take another order. See if you can take someone else's ticket back for them

Where does the white ticket go back too?

head chef

Caring or not caring is a measure of

how much or how little our emotions are engaged in the day to day choices. By emotions I mean HEART.

Before handing the check ask...

if you've delivered a wonderful and promising experience. If we've fallen short of a yes get a manager.

serve milk

in chilled glass with ice bucket

Never bring hot food to a table that

is still working on a salad or appetizer unless requested to do so

Bad attitudes are a cancer and contagious. So is a good one

is your attitude worth catching>

What glasses are to be used when serving wine

italy juice glasses

Beware of

resignation, apathy, and cynicism: they are deadly no matter how subtle.

our standard pour is

roughly the width of your pinky from the top

Raving fan

satisfaction isn't good enough, we need to be the obvious choice

The Mama D's server

sees the guests needs as first priority. They are focused on accomplishing the 14 key points in a timely manner. They come early to every shift looking sharp. Making every guest feel like they are the most important person in the restaurant and they genuinely care.

WOW factor

separates the yes from the no's is doing what other can't separates the sincere from insincere the extraordinary from the ordinary

hot tea

served with hot water on a plate with a doily, with a spoon and packet of the guests choice of tea, accompanied by a hot water pot, a lemon wedge and honey

two order rule

servers must not place more than two tickets at a time into the kitchen

What are the most important parts of check presentation

speed and accuracy

coffee

spoon creamer and sugar caddie

If you have unity you have _________

strength (think of the one snowflake versus many example)

Ask them if they are familiar with the menu if they aren't ready to order. if they are be right back with drinks. otherwise make

suggestions

4. Take

the entire order

entheos

the god within

the two most important things for a host are

the guest experience and getting people off the list

Whose eyes should we always see the restaurant through

the guests eyes

Teamwork divides the tasks and doubles

the successes

the fetcher

they only fetch what guests ask for. they don't anticipate needs.

At lunch, every table needs to be asked if they are on a

time frame. If a guest is late to work they won't come back

every child gets a

toy chest!

iced tea setup

two glasses filled with ice, one is filled with tea, a straw, and a lemon wedge, the other has a long spoon. accompanied with sugar caddie and tea garage.

All _________ is poured into a chilled glass. If the guest orders a full bottle it must go into a wine chiller.

white wine

Offer specific drinks like

wine, beer, coke, lemonade


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