Mama D's Manual
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
