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You have been hand selected by the management of GAR to provide excellent and seamless service to guests_

You will be stationed at Mike’s American Grill_

Included are detailed specifications that you must abide by in this operation_

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Mission Brief_Classified

Great American Restaurants

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RECORDING

_Pens_ Your tool to take down data and make sure orders come out accurately. These pens should only be loaded with black ink and have Mike’s printed on the shaft. You may have up to six of these pens equipped on your server striped shirt (SSS) at one time. Once you run out of ink, you may reload. These de-vices are incredibly useful when dealing with flirtacious guests. Use to your advantage. Replacements are 39 cents, so use conservatively.

YOUR EQUIPMENT (Report to shift meeting, your equipment will be issued to you there)

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WINE

_Wine Key_ Your device against heavy wine drinkers. These wine connoisseurs can order bottles of wine at a time. This tool is your only way to gain access to the wine, en-abling you to pour. A small knife is included on the wine key, allowing you to slice through any protective cov-erings that the wine bottles have defended themselves with. Remember to keep the key in a place that is easily accessi-ble as you may have a full set of hands while performing your wine presentation.

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HIPS/WAIST

_The Apron (short and long)_These super bright white aprons should be heavy starched, ready for combat against food and drink ac-cidents. The laces of the apron must be tucked under the apron’s lip – this is spec. Short aprons are worn with black shorts and long aprons are for blue jeans. Informa-tion about that protective gear is displayed on pages 6 and 7 of this document.

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TORSO

_Striped Server Shirt (SSS)_ This is what separates you from the lowering ranks. No stripes, no glory. Your SSS must be crisp, clean and very heavily starched. Dry clean-ing is the only option to get the results that are expected/spec. The SSS is your pro-tection from any food/drink awaiting a surprise attack.

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LOWER BODY

_Jeans/Jean shorts_ Dark Blue Indigo is the color your pro-tective jeans should be. Black should be the color of your protective shorts. These are essential in keeping the image of the headquarters (restau-rant) “casual.” Levi’s 501’s are preferred for the blue jeans. The jeans should only break once at the bottom of the pant leg. They must not look baggy. The shorts should be one inch past one’s knee while in use. White socks (one inch over the ankle) should be worn with shorts, black socks should be worn with jeans.

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MONEY

_The Bank_ This is your pro-tection against “big ballers” with large amounts of cash. Many times they will pay with hundred dollar bills. To coun-ter this threat, the bank helps you break the large bill down, allowing you to give the proper change. Your bank con-sist of (at least) change for a twenty dollar bill – a 10, a 5, and five 1’s.

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FEET

_Work Shoes_ Your shoes should be rubber soled, leather shoes. Only all black is al-lowed. A high level of trac-tion is useful against wet spots on the ground, and mak-ing quick moves on the floor (even though there shouldn’t be any sudden movements in the dining room).

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MISSION OBJECTIVES You are responsible for the execu-tion of these following tasks. It is an order to maintain a fanatical attention to detail.

THE GREET

_You are to greet a party that is sat at a table within the time span of 30 seconds.

In the greet, it is appropri-ate to stress alcohol and appetizers because it helps out with the timing of the food hitting the table.

Gather drink (and appetizer orders) and report to the back of the house (BOH) for first rounds.

If you cannot, your neigh-boring unit server will take your greet. In the meantime, you are responsible for keep-ing watch over their section.

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FIRST ROUNDS

_Report back to the table with first rounds taking no longer than 2 minutes. When delivering drinks, and anything else for that matter, ladies are always first. Once drinks are placed, ask “are there any questions about the menu that I can answer for you?” If so, answer the questions in a clear, but concise man-ner. Then proceed to tak-ing the party’s order.

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BREAD SERVICE

_One slice of bread plus a hot roll (ozzie roll) is the spec ration that each guest re-ceives. Some times guests are really hungry, or have kids who are starving. You must get bread to them ASAP. Once the bread is in front of them, they are complacent for that moment.

The General Manager of Mike’s Grill, Tom Rush, uses a story to relate to this subject: “I was at Outback Steak House with my wife and my two-year-old son,” said Mr. Rush. “To my surprise, she brought out some french fries with our drinks as she noticed our son was very cranky. That right there won her a 30 percent tip.”

Tom Rush

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QUALITY CHECKING

After about two bites into the guests’ meals is when you approach the table for a quality check. Doing this simply asks the guests if their food came out exactly how they desired. This actu-ally should be done for every course of the meal.

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LAST PLATES / DESSERT

_When your party is finished with their meals and the last plates are being cleared, it is an opportunity for you to ask if the guests want des-sert, coffee or an after meal drink. Do not give guests an option to say yes or no. Make them think about their favor-ite dessert. If a dessert is never mentioned, the chances of the guests ordering one are very slim (unless they have a separate stomach for sweets). However, once mentioned, it causes them to be put on the spot– to indulge or not to in-dulge?

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DROP CHECK _Everyone in your party is stuffed, and now it’s time for them to see what the damage is. Drop the check while saying “I’ll leave the check here for your convenience.” Do not pick up their signed credit card slip or cash left as tip until the whole party is gone–Remember that it is part of your mission to be seamless. Once they are gone, bus the table and reset it for the next party. This should follow the BR-60 code, meaning bus and re-sit in 60 seconds.

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