MPCC TRAINING MAGAZINE
By the end of each lesson you will be able to: Understand the layout of the dining rooms and Clubhouse Have knowledge of current dining room menus Perform service fundamentals by using the 12 steps of service Become a vital part of the team and contribute to daily and weekly tasks
DINING ROOM ETIQUTTE
Do be on the floor Do smile and greet members by their name when possible Do stay off your phone when in the dining rooms and kitchens Do not lean or slouch Do not have your back to members
LET'S GET STARTED! Our dining rooms open at 11:30 or 5:30. your call time will be at 11:00 or 4:30. This gives you time to do opening side work and be ready when the dining rooms open.
Our pre-shift “lineup” begins at 11:20 for lunch and 4:40 for dinner. Lineup sets the tone for your shift, so come with a positive attitude.
Objectives of pre-shift Go over daily specials (soup, weekly flatbread, burger, and specials) Events through out the club Service Reminders Review best practices to enhance service
Carolinas and Presidents Room
Pool
HINT: For the Diamond Tables, Seat #1 is the seat closet to the pool.
Byron Nelson
Pool
HINT: For the Round Tables, Seat #1 is at 12 o`clock.
SEAT NUMBERS 1 6
2
Round tables: Seat one is the seat at 12 o'clock
5
3
4
4
1
Diamond Tables: Seat one is the seat closet to the pool.
3
2
2
Two Top Tables: Seat one is the seat closet to the pool.
1
CHAIR ALIGNMENT 6
1
5
2
3 4
If there are an even number of chairs, they should be spaced directly across from each other. For the round tables, Seat 1 should be at 12 o’clock and in this case Seat 4 should be across from it. Walk through the dining rooms and check chair placement at the beginning, end and during each shift.
BEFORE SERVICE BEGINS
SURVEY THE ROOM TAKE A FEW MOMENTS TO SURVEY YOUR SECTION
Have your tables been sanitized? Is the table properly set? Are the chairs properly aligned? Check the silverware/roll-ups and glasses. Is everything polished and in the right place? Are the indoor server stations fully stocked with water bottles and glasses? Has all the side work been completed?
TAVERN AND CASUAL DINING
Featured Days
Along with featured days, we also run the following food specials weekly: appetizer special, entrée special, featured burger, featured soup, and casual pizza special. You are responsible for memorizing these features and presenting them to the table.
WEDNESDAY: LIVE MUSIC
SATURDAY: HALF OFF WINE BY THE GLASS
SAMPLE
SAMPLE
BEVERAGE SERVICE When a table is seated, bring the appropriate number of empty
to fill each glass. water glasses and water pitchers The filtered water station is used to fill both still and sparkling water bottles. Leave the water glass on the table as you pour. All non-alcoholic beverages (teas, waters, sodas) are served in a water glass. Be able to suggest wine, beer and specialty cocktails. Trays are not required to be used when serving beverages, but they can be helpful. If another server is available, you may have them follow you. Children should receive age appropriate cups. Always serve beverages from the right with your right hand.
B A S I C
W I N E
S E R V I C E
Standards
The wine glasses should be placed on the table to the right of each guest. Present the bottle to the person who ordered it, making sure that you have the label facing the member and have a napkin underlining the bottle as you show it. Make sure you repeat the name of the wine and the vintage to re-confirm the order. (ex: 2018 Juggernaut Cabernet) This will give the host a chance to refuse it, if it’s not the correct bottle. Cut the foil at the second or lower lip of the bottle, then place the foil in your pocket. Insert the corkscrew all the way into the cork with minimal bottle movement, remove it gently and quietly as possible as you hold the bottle with the label facing the host. DO NOT place the bottle on the table. The cork is presented to the right of the host and placed on the table next to the wine glass. Pour 1-1.5oz. in the host’s glass for them to taste, wiping the bottle after you pour to prevent drips, then step back and wait for host’s approval. After approval, serve the wine moving to the left (clockwise) of the host, serving women first, followed by gentlemen second. The host is always served last regardless of gender. If there is wine left in the bottle, place the bottle on the table in front of the host for Red Wine. Place white wine in an ice bucket on the table. Otherwise, take the bottle with you. Throughout the meal, continue serving wine until the bottle is finished. The host or guest should NEVER pour their own wine! When the bottle is empty, you may approach the host and politely offer another bottle.
RULES of
Service:
Taking Orders: Always start with the eldest lady at the table, then the other ladies, followed by the eldest man, then the other gentlemen. If there are guests, take the members order last. Make sure to take note of the correct seat numbers. Entering Orders: After properly taking the member’s order, enter it immediately into the POS system. (using appropriate seat, table, and member numbers) To ensure accuracy, ALWAYS check your ticket in the kitchen and relay any changes that may need to be made.
After Entering the Order: Mark your tables. This includes additional silverware, plates, condiments, etc.. Try to anticipate what the member will need. Serving the Food: Meet the food runner at the table Serve food from the left No fingers on the plate Proteins should be placed at 6 o'clock facing the member.
RULES of
Service:
What if something is wrong with their food? If something is not to satisfactory and requires a remake, notify a manager immediately. Tell the culinary team if you need an “Oops Plate” Relay what is wrong with current meal and steps needed to correct the mistake. Deliver the “oops plate” to the table and explain to them that this is something for them to enjoy while they are waiting for their meal to be corrected. THERE IS NO BLAME GIVEN FOR THE MISTAKE IN THE MOMENT, THE GOAL IS TO CORRECT IT AS SOON AS POSSIBLE.
RULES of
Service:
Serving Members Dining with Children: Check to see if the child will need a booster seat or a highchair. Offer the parents something else to drink for the child. Serve beverages in a kiddie cup or Styrofoam cup, instead of glassware. Some parents may wish to order their children’s food immediately and have it brought as soon as possible. In this case, it is acceptable to enter the child’s order before the rest of the table has ordered.
CLEARING your
table:
Generally, plates are only cleared from a table when all members are finished with a course, unless the member pushes the plate away or asks for it to be removed. Clearing is done from the right side of the member, using the server’s right hand. When clearing the main course, other items to be cleared at the same time include the B&B plates, pizza plates, condiments, and all silverware. The only things that should be left on the table are water glasses, and unfinished cocktail glasses. If a member is getting an item boxed up to bring home, bring them a box and to-go bag to the table so they can box it up themselves. This is done to limit server contact with the food items during COVID-19. If a member is blocking access to an item to be removed, the server should discreetly state the intent before physically attempting to clear the item. If the server is in the process of clearing and a member begins to eat again, stop clearing immediately. Finish clearing when all are completely done. In general, it is desirable to clear clockwise around a table and to start clearing with a lady (especially if the party consists of only a man and a woman) unless: A plate has a large amount of uneaten food, bones or other items. This plate should be cleared last, if possible, to avoid carrying all the leftovers around the table (for all to see) while clearing the rest of the table. If the table is set in such a way that it is not possible to walk full circle around it, start clearing from the dead-end (the location that has only one way out) in order to finish the clearing in an open area. This prevents a server from getting trapped in the dead-end with an arm loaded with dirty dishes.
COFFEE AND TEA
Service Once entrees have been cleared, offer the table dessert and coffee.
Casual Dining Room
Poured Table Side Delivery and Refilling from silver coffee pitcher Tea box brought to table
Once you have completed serving a table and they do not want anything else, let them know that we are not presenting chits at this time to limit touch points. Thank them for dining with us and welcome them back. If you are near a door and see a member heading out, open the door for them. USE THE MEMBERS NAME WHEN SAYING GOODBYE. Remember to split your chit if needed!!
END OF NIGHT RESPONSIBILITIES
A manager will make a “cut list” during the shift. This is the order servers can leave. Before you ask the 5th cut if you can leave ask your self: Are all the stations restocked and ready for the next shift? Has the silverware been polished and rolled? Did I run my end of shift report? Are the glasses polished and put away? Have all my tables been cleaned and sanitized properly? Have I read over the side work list to ensure ALL my tasks are done? If the answer is yes, then proceed to check out with the closing server. If any of your tables are still there, hand them off to the closing server and let them know what the table may need for the rest of their dining experience. Transfer the table in the POS to the closing server. Important: Even if the closing server says you can leave, you still must CHECK OUT WITH THE CLOSING MANAGER and go over what side work you have completed.
T I P S
D U R I N G
T H E
Rush
Avoid “tunnel vision” and handle rushes smoothly and confidently. Combine service steps, along with prioritizing your duties and make a plan of action. Ask for help. It does not mean you are not doing a good job; it means you are aware enough to realize that member satisfaction may be compromised if someone does not help.
THINK AHEAD Combine Service Steps Below are your typical responsibilities for a table. Looking at all of it at once can be overwhelming. It is important to have a plan of action, to think of when you can combine these steps whenever possible and to work as a TEAM. Serving Cocktails Stacking Trays Printing Checks Serving Salads Putting in Orders Taking Cocktail Orders Clearing Tables Anticipating Members’ Needs Serving the Order Making Timing Decisions Serving Soup Showing Gratitude Serving Appetizers Describing Food Coordinating Orders Turning in Orders Pouring More Wine Explaining Specials Serving Entrees Resetting Tables Selling Wines
Refilling Coffee Cups Picking up Orders Following Service Procedures Removing Used Glasses Greeting New Members Opening Wine Lifting Trays Serving Coffee Fulfilling Members Requests Selling Cordials Selling the Order Splitting Checks Serving Muffins/Cheese Serving Desserts Answering Members’ Questions Timing the Orders Describing Wine Helping Each Other Out Cleaning and Sanitizing Tables Communicating with the Team Frequent Hand Washing
Teamwork MAKES
THE
DREAM
WORK!
The attitude of “that’s not my job” hurts everyone on the team. There will be shifts when everyone is busy, but if you have a free moment to lend a helping hand to another server, it will be appreciated by them and the members who then will receive better service. This could be as simple as: Greeting a new table and serving waters Refilling beverages or running drinks from the bar Clearing empty plates Checking in with the members at someone else’s table to see if they need anything