Page 36 - Marchetti Cafe Manual eBook April 2018

GENERAL RULES OF SERVICE

Full hands in, full hands out

A general rule of hospitality is ‘full hands in, full hands out’. This means you never
walk to the kitchen or bar, or from the kitchen or bar with empty hands. There
are always glasses or plates to be cleared, food to be delivered or items to be
restocked.

Never walk away from a table empty handed. There is always something to clear.
This saves double handling and makes your job easier as you will find you are
working far 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 spend of each guest. You are required to use your knowledge of the

menu to enhance your guest’s dining experience by providing suggestions that
add value at every opportunity. Ensure you deliver service that is above and
beyond the guest’s expectations, whilst securing the profitability of the venue.

Running food

• Never take food unless you know EXACTLY what it is.

• Never take food unless you know EXACTLY where it is going.

• Follow all instructions of the chef or person running the pass. Repeat the
names of the dishes and where you are taking them to the person on the
pass.

• If only a portion of a docket is taken, the items taken must be crossed off, and
the docket left at the pass on the docket rail. Never cross something off that
has not yet been taken to the table. Never spike a docket that has not been
completed.

• When you take an entire table, ensure the docket is spiked.

Your section is your corporation - own it!

Treat your section like it is your own corporation. Own it. You are responsible for
the success and profitability of your section.

Assume 100% accountability of your area, whether you are on coffee, the floor,
the pass or food running.

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 venue as a whole, as you may
be required to assist in other areas as directed.

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