Texas Roadhouse-HEART
when a guest orders a steak, which question do you ask?
"how would you like that cooked?"
What is the seat number of a guest on your left sitting closest to you if you are facing a wall?
1
what is a great way to build regulars
Attend to needs throughout their meal, be genuine and show appreciation and invite them back to see you
WHat is the first-time guest program?
Identifying and wowing guests who have never eaten at a Texas Roadhouse
why is it important to read your guests
It shows we are respectful of guests' needs and treat them as individuals
what is our mission statement
Legendary Food, Legendary Service
What is service with HEART?
Making sure a guest's experience is legendary, doing more than is expected by the guest, service that is friendly and fun.
What are acceptable forms of ID
Military, state issued-ID, passport, and driver's license.
what are our core values
Passion, partnership, integrity, and fun all with purpose
what is a great way to demonstrate arrive?
Personalize the guest's experience by being specific and personable.
which items are needed to cash out?
a sales report with required signatures, all credit card receipts, and cash due or cashlink shift report
what is the proper response when you are delivering food in a section that isn't yours, and a guest requests an item.
accommodate the guests needs as if it were your own table
when do you start asking a guest if they would like a refill
after entrees are delivered
why are tray jacks important when delivering food/drinks to guests
allow for safety and sanitation when delivering food/drinks
You should show ____ to the guests by giving a heartfelt ___ with a ____
appreciation, thank you, smile
If a guest has not ordered an entree and is looking over the menu 15 minutes after being seated, how would you respond?
ask the guest if they have any questions and tell them about some of your favorites. Let them know there is no rush to order.
don't __ the obvious, ___ the obvious
ask, do
After guests have been seated what is the best way for a server with heart to approach the table?
be friendly, energetic, and fun. Smile, flag and inventory the table. Welcome your guests and give your name.
what does it mean to be a truly grateful server with heart
being genuine, showing appreciation, and giving a heartfelt thank you with a smile
why it is important to describe the entrees when taking orders
being knowledgeable shows care and concern for the guests and helps keep them satisfied when their entrees arrive
when taking children's orders, always ask
if the adult would like the children's food to come out first, or with the rest of the table
each table should be treated as___
individuals
what is the pivot point system used?
it prevents auctioning food, helps food runners, assists the kitchen, and makes splitting checks easier
what are the 3 characteristics in the respond
kind courteous, respectful
while the guests enjoy their meals, be ___, ___, and ___
kind, courteous, and respectful
what are the characteristics in the engage
knowledgeable, passionate, care/concern
what should a server with heart always do when greeting a table
make eye contact, and smile
what is not an important action when taking an order?
memorization
which can help make a guest's day when you greet them
personalize your greeting, make a great first impression, recognize first time guests, and have great menu knowledge.
how can you make a guest's experience more memorable
place the guest's needs first, don't ask the obvious, do the obvious, anticipate a guest's needs quickly
what is NOT the proper way to suggest drinks and appetizers?
recommend food from other tables
an item that has been overcooked and must be replaced with a new item is known as a ___
recook
in what ways can you be courteous and respectful while maintaining a table
refill bread/peanuts, prebus, remove trash
What is not an example of upselling
refilling drinks
how can you be attentive when delivering drinks
replace bev napkins as needed, and prebus empty glassware
what is the apropriate way to greet children at the table
say hello, ask the child's name, and make sure they have crayons and a coloring sheet.
Who is responsible for cleaning and stocking the server alley?
servers
legendary service is
serving with heart, never having to ask, it's always there, making the guest's day
what can help a server with heart suggest specific drinks
show the drink menu
Placing ideas or steering a guest toward product you think they will like is known as:
suggestive selling
what is an example of "full hands in, full hands out"
taking all dirty dishes and glasses back to the dish area
it is important to update guests on the status of their meal or any requested items(T/F)
true
an item that is not cooked to the guest's satisfaction and must be placed back on the grill is known as___
upcook
it is important to show a sense of ___ with all guests
urgency
what should a server with heart do when delivering drinks
use the drink name when giving it to a guest and ask if they would like a straw.
Before entrees arrive when are drinks auto refilled?
when the glass is half full
which is a good example of how to suggest a certain drink?
would you like to try a jamaican cowboy or fresh brewed ice tea?
Define the term "86"
An item is no longer available
if a guest tells you their meal was unsatisfactory, what is the proper response
Apologize and ask how you can fix it, offer an upcook, recook, or different menu item, notify a manager
When clocking out, what percentage of tips should be claimed?
100%
entrees are delivered within
12-15 minutes
what is the greet time for a table?
15-45 seconds
what is the proper delivery time for drinks?
2-3 minutes
What is the seat number of a guest sitting next to the wall on your right if you are facing the wall and there are 4 guests at the table?
3
Card everyone who looks under what age?
30
salads are delivered within
5 minutes
Deliver appetizers within
6-8 minutes
what are some key responses to use when a guest asks for something?
Absolutely!-My pleasure!
When dropping the check, what should be the focus
Dropping the check at the appropriate time and never rushing the guest
Define the term "flagging"
Placing a bev nap in front of a guest to signify they have been greeted.
what are the 3 characteristics in the arrive
Proud Present Attentive
Define the term "in the weeds"
Someone is behind in their job duties and needs help
What are the main categories of Salesmanship?
Suggestive selling, upselling and sharing
which is a great example of dropping a check
Thank you very much for coming in tonight. I've enjoyed taking care of you. I'll be back in a few minutes to pick this up. Take your time
which is an example of a personalized farewell
Thanks for letting me take care of you tonight, See you next time
Which items create proper Texas Roadhouse uniform?
black TXRH T-shirt, maroon apron(no stains), non-frayed dark blue jeans, nametag, black/brown slip-resistant shoes, black/brown belt, smile
visiting a table within two minutes/two bites after food is delivered is known as
check back
at the end of the meal
deliver exact change, never assume you can keep it, invite the guests back, bring to-go supplies if needed
when delivering items to a table you should always ___ and ____
deliver with pivot points and identify items to the guest
what should you ask yourself before a guest leaves
did I make their day
what should not be done during a check back?
drop check
which of the following are not tru when it comes to check delivery
drop check at 2 minutes/2 bite check back
what is the best way to connect with your guests
engage in real conversations and make a connection with guests.
What is the Texas roadhouse story?
fresh baked bread ice cold beer, and legendary margaritas Hand-cut steaks, fall off the bone ribs, made from scratch side items and dressings,
what does not need to be checked when entrees are delivered?
full peanut buckets
what are the 3 characteristics of the howdy
fun, energetic, friendly
what are the 3 characteristics in the thank you
genuine, memorable, grateful
what information should not go on a recook/upcook ticket
guest name
what does it mean to be check ready
having an updated/split check ready to print
Why is pre-bussing important?
helps with faster table turns, it gives the guest more room to enjoy their dining experience, it reduces the SA trips to and from the kitchen