Page 35 - Cowch eBook - Staff Manual 2019

General rules of service

FULL HANDS IN - FULL HANDS OUT

A general rule of hospitality is “full hands in, full hands out”. This
means that you never walk to the back of house or bar, or from back
of house or bar with empty hands. There are always drinks, food, water
bottles, station items to be restocked or empty glasses, water bottles
etc to be cleared. Never walk away from a table empty handed - there
is always something to clear. This saves you from double handling and
will make your job easier as you find you are working more efficiently.

USE YOUR SALES NOUS

You are not only in the business of food and beverage; you are also
in the business of sales. As such, it is part of your job to ensure
that you maximise the average spending of your guests. You are
required to use your knowledge of the menu to enhance your guests
dining experience by providing suggestions that add value at every
opportunity. Strive to deliver service that is above and beyond the
guest’s expectations, whilst ensuring the profitability of the venue.

YOUR SECTION IS YOUR OWN CORPORATION

Treat your section like it is your own corporation. Assume 100%
accountability of your area. It is expected that at all times, you will

know the precise status of your section and everything happening
within it. You should also have a good understanding of the store as a
whole as you may be required to assist in other areas as directed.

RUNNING FOOD AND DRINKS

• Never take food if you do not know EXACTLY what it is.
• Never take food unless you know EXACTLY where it is going.
• When taking a dish from the pass, place the sticker from the plate
onto the corresponding docket.
• When you take a complete order from the pass or the bar and all
corresponding stickers are stuck to the docket, it must be spiked.

FIRST IN, FIRST OUT

We use ‘FIFO’ (first in, first out) when dealing with all consumables.
You must always place OLD product on top of NEW product when
topping up the trays in the topping station, and check dates when
organising milk, fruits or product mixes under fridge so we are always
rotating stock and finishing OLD product FIRST.

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