Gracious Hospitality

Keys to Great Table Maintenance

1. Remain invisible to the guest 2. Keep the table clean and free of refuse 3. Remove beverage napkins, straws, etc as guest sets them from table 4. Reset guest pacesetting as needed before each course 5. When guest leaves: push in chair, refold napkin into tent fold, replace with new one if it falls on floor 6. Remove any glassware, silver or plate ware which is not being used by the guest.

SWARM Service

1. Serving Hot Food Takes Top Priority at Mortons 2. We Must Work Together to Ensure the Food Arrives To The Guest Hot 3. All Steps of Service Must Be Followed When Serving Food

We Always Try to Exceed our Guests Expectations

1. Teamwork and exceptional service will bring our guests back 2. All employees must have a passion to serve, we are in the YES business, take care of our guest or someone else will 3. When done right, nobody else does it better! 4. Always acknowledge guests warmly: "welcome to morons" or "good evening" 5. Smile at all times, you are on stage 6. Increased business leads to increased company strength and gratuities.

Service Etiquette

1. We always try to exceed our guests expectations 2. Anticipate your guests needs 3. Keys to great table maintenance

Open Communication with Guests

-Acknowledge ALL special occasions -Repeat orders -Smile, staty positive and professional -Never say NO, always offer options -Explain temperatures and food items -Be forthright with information -Use guests name whenever possible -Listening well shows you care

Anticipate Your Guests Needs

1. Never let a guest ask for anything-always offer beforehand 2. Refill water when glass is 2/3 full 3. Offer more cocktails or wine

Open Communication with Teammates

-Communication to "buddy", a fellow server in a station close to you -Ask for help with SWARM serve and SWARM clear of all courses

Open Communication with Managers

-Of any problems, existing or potential -Through early intervention, a manager can better satisfy the guest before they leave -Re-fires -48oz Porterhouse -VIP's

SWARM Clearing

-We must all work together when clearing a table -ONE interruption -never clear a table alone -never carry more than you can handle safely -always completely clear from one guest before moving to the next -clear all dishes when all guest are finished or plates are pushed aside -crumb as you go!

Team Service Basics

-Without the help and support of each other, we cannot run a restaurant efficiently -All employees look beyond their own stations and seek to help other team members -We do whatever it takes to exceed our Guests expectations, without compromising our product or the experience of other guests. -Service "WOW" -Astound the guest with excellent service throughout their dining experience

First Time Diners

-acknowledge first time diners from HA Chit -walk them through the Mortons dining experience -talking points, large portions, sharing sides, soufflés and hot chocolate cake, hand crafted cocktails, extensive wine list

Leftover Items

-place any leftover items in small black plastic container, small times may be combined, never wrap proteins in foil, serve all containers in mortons brown paper bags -all sauces go in 3oz soufflé cup -place plastic containers inside the smaller mortons paper bag

Servers Work in Single Stations

-servers are allowed only 3 working tables at a time -a single server up to 8 guests, only 2 table station at this time -each server is responsible for all steps of service for their own tables -each sever assists other teams/servers -two severs on party of 9 or more -the order of a table of 9 or more should be taken on a captains pad -bussers act as an assist to the server most responsibilities belong to the servers

To Go Items

-use large black container for all entrees, use separate containers for each item -use smaller black container for all sides/apps -wrap baked potatoes in foil -sauces in 3oz souffle cup -double check all items as you bag them up -place containers inside mortons brown paper bag

Special Occasions

Birthday and Anniversary -acknowledge celebration, customize menus with guest name and occasion if mentioned during reservation -take a photo and present it to the guest in a frame with the occasion before 1st course is served, hostess will take the picture and present it to guest -guest receive a complementary lemon soufflé or desires of their choice when celebrating a birthday or anniversary-served with a CANDLE!

Service Basics Clearing the Table

Clearing the Table: 1. Always ask "may I take that..." 2. Never stack dirty dishes on the table, always clear onto your hand 3. Always offer a refill 4. When clearing courses, wait until all guests are finished, unless guest push plates away, stack.

Service Basics Serving with Sytle

Serving With Style: 1. Never reach in front of the guest when serving/clearing 2. Stand to the guests side when serving, never behind 3. All dining room plate service is carried by hand 4. All menu items are served on separate plates 5. Food items are plated up and placed on the hot line in numerical order, never auction food!! 6. All food items are served from the left side of the guest 7. All beverages are served off a cocktail tray, except bottle water/wine, they may be carried by hand 8. Place bottles with labels facing guest 9.All beverages are served from right side of guest

Serving Hot Food is Priority at Mortons

SWARM Service -all servers and managers must drop everything to serve hot food -Mortons utilizes an "Open Kitchen" -All hot food is plated and delivered from the front line -all hot food should be served on heated plates, cold food on cold plates -when serving hot food used side towel to carry at least 4 warm entree plates at a time

All Steps of Service Must be Followed When Serving Food

SWARM Service -if the server is not there to deliver the food items then the servers delivering the food must finish serving the table: -offer to pour sauces -garnish potatoes -pour wine, water, etc -maintain tables -ask the guest if they need anything else before they leave

We Must Work Together To Ensure Food Arrives Hot

SWARM Service -several servers will work together to deliver all the food and sauces to the table at the same time -its not unusual to see 2-4 servers delivering food to a table -ONE interruption only! -if a side dish or entree is "dragging" the other items will be delivered and the last item will be served when ready