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This guide has been put
together to help you implement our philosophy in your new job at Kellari
Taverna. Described here are procedures that relate directly to the
critical role you play in making our philosophy work. Becoming
familiar with the procedures described in the guide is a key part of your
training.
You’ll find two types of
information in the guide. One type relates to general operations:
how you check in and out, your uniform, how you input orders, etc.
The procedures that fall within this category are fairly specific. We need
a uniform set of procedures if we’re going to operate efficiently and in a
manner that’s fair to everybody.
The second type of
information, though, has to do with how you interact with our
guests. The guidelines that underlie these procedures are more
general than the operational procedures, and that’s because the overall
procedure we expect you to follow when you’re dealing with guests is to
make our guests feel at home. You will have many
opportunities to do so. At Kellari Taverna, you have more autonomy
that you would at other restaurants. The last thing we want you to
do when you’re on the job is act like a robot.
And that’s why we’ve
hired you. You have impressed us as someone who doesn’t have to be
taught to be hospitable-someone who can work with a framework that puts a
premium on autonomy. As you will soon discover, none of us pretends
to know all the answers. That’s why we’re constantly critiquing
ourselves-looking for ways to do things better. Your job, in other
words, isn’t simply to “follow the rules.” We want your
intelligence, your judgment, your creativity, and your wit. In
short, we want you to be you - and to have fun. If you’re enjoying
yourself, chances are our guests are enjoying themselves as
well.
We expect you to
read and study this guide carefully and to fully understand your role in
the restaurant and what we expect from you. Should you have any questions
about anything you read in this guide or if there are topics that aren’t
covered, feel free to ask us about it.
WE WORK AS A
TEAM.
Every one of us connected with Kellari
Taverna-from General Manager to Server-is working toward the same goal: to
make sure every guest-not just the guests in our particular section-has a
terrific experience. The only way we can achieve this goal is to
work as a true team; each of us ready, willing, and eager to help one
another out whenever the need arises. When a guest asks for help (or
even looks as if he or she needs help), we answer the need. We never say, “I’ll get your waiter.” And if it happens that a cleared
table remains un-set during service, we spring to action. We never
sit back and wait for someone else to do “their” job-particularly when a
guest is waiting for a table.
WE’RE ALWAYS LOOKING TO DO “MORE.”
As much as we might
enjoy one another’s company, we don’t congregate when there is work to be
done or guests to be cared for. There is simply too much to do at
all times. If we find ourselves with a “free” moment, we challenge
ourselves to find something that needs to be done: a wine glass that needs
to be refilled, a table whose setting needs to be adjusted, and a table
that needs to be cleared. There is always something to do, someone
to assist.
WE CONSTANTLY COMMUNICATE WITH ONE ANOTHER.
Whenever we answer the
need or request of a guest who is someone else’s prime responsibility, we
communicate what we’ve done-immediately-to the server in charge. We
never do anything that might undermine the server in
charge.
WE’RE
CAREFUL.
Regardless of how busy
we get and how hectic the pace is, we cannot afford to be careless.
Mistakes, regardless of how “minor” they are, almost always have a ripple
effect: they usually complicate things for another team member, and they
usually penalize our guests. We do our best to take an extra second
or two to double-check what we’ve done, and we never stop asking
ourselves, yourself, “Have I forgotten anything?” We’re also careful
not to waste things. If we see extra, unused napkins or other
restaurant supplies, we return them to the proper place. We
are careful how we move in the restaurant: not bumping into guests’
chairs, not running into guests, etc. Being purposeful but
graceful is the key.
WE TREAT ONE ANOTHER
WITH RESPECT.
We all have our own
priorities, but we recognize that our fellow team members-at the door, in
the kitchen, behind the bar-have their own priorities as well, and we do
our best to strike a co-operative balance between what needs to be done to
make sure we’re meeting our guests needs.
WE LEAVE OUR PERSONAL PROBLEMS AT THE DOOR.
Whatever problems we may
be experiencing in our personal lives, we recognize that we’re
professionals and that no one-least of all our guests-benefits when we
allow our personal hassles to dull our enthusiasm or make us less than the
ideal host. But if you’re having problems and you need to take some
time off, we will do our best to accommodate you. We need and want
you to feel good at the Kellari Taverna.
Our
front-of-the-house service system is made up of:
Service System Goal
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To achieve
the highest possible guest service and hospitality
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To have a
server in each station at all time
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To promote
the highest level of teamwork
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To make
more $$$ and have more fun
MANAGERS:
Open, oversee and close service.
Hire,
train, direct, motivate, and coach staff.
Support and enable
staff to provide for every guest request.
Create, exemplify and
support environment of hospitality for guests and staff.
BUSMEN:
“Right Hand” of server.
Set
tables.
Re-set Tables.
Refill water glasses (at direction of
server).
Remove soiled plates, silver, glassware.
Crumb
tables.
Perform opening: closing side work.
FOOD RUNNER:
Deliver food to guests correctly,
accurately and with hospitality.
Ensure the guest’s table is
correct.
Assist in stocking & clearing.
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BARTENDER:
Greet and serve all guests
warmly.
Host of the guest’s experience.
Prepare drinks and
serve food.
Constant upkeep of clean, organized bar.
Monitor
and stock bar levels.
Control costs.
Handle all bar
transactions.
Assist with inventories.
Monitoring liquor
consumption is addressed elsewhere.
SERVICE BARTENDER:
All cash reconciliation’s with
waiters
Prepare drinks FOR SERVERS
Helps bartender during
downtime
Constant upkeep of clean, organized bar.
Monitor and
stock bar levels.
Control costs.
Assist with
inventories.
BUS RUNNER:
Stocks and cleans all side
station
Helps clear and reset tables.
Helps
busmen |
SERVERS:
“Host”of guest’s experience.
Be the
food and wine tour guide.
Ambassador of goodwill.
Prepare
table for service.
Serve food, wine and beverages.
Oversee all
aspects of table service.
Input order into computer.
Reconcile
checks.
Clear and reset tables.
Perform opening and closing
side work.
HOST/HOSTESS:
Create the first impression of the
Restaurant.
Communicate special guest requests.
Design floor
plan and seating plan.
Answer phones.
Recognize, welcome, and
greet guests.
Seat guests and make them comfortable.
Present
menus.
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You will find
information about our basic policies in the Kellari Taverna Guide.
Here’s a summary of some key, everyday policies that relate to you and
your job at Kellari Taverna.
Your General
Demeanor
Our success at Kellari
Taverna depends greatly on our ability to establish and maintain an
exceptionally friendly, upbeat neighborhood atmosphere. We ourselves
must set the tone with our attitude, our energy, the way we interact with
one another, and the way we interact with guests. There is no place
at the Kellari Taverna for prima donnas or sullen personalities.
We’re committed to creating a unique oasis for locals and tourists.
Your demeanor is the key. Some ways we can do this is
by:
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Being warm
and engaging
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Using
direct and sincere eye contact
-
Conveying
open and soft body language
-
Being
solicitous and attentive
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Always
maintaining a professional presence
Imagine that you’re
throwing a dinner party in your apartment and that you have a different
group of people in each room. They are all having different things
and have arrived at different times. That’s pretty much the picture
you should keep in mind about your job.
You, the guide must be
aware of who is ready for what and what each step or item requires so that
it can be successfully experienced or appreciated. You must make
sure to have what is needed before your guests need it. In our
restaurant, this means working your station as a whole and staying on top
of what is going on at all times. Being aware of the sequence of the
meal and where each table is in that sequence is paramount. You must
know what is going on in order to anticipate what is coming up next and to
time its successful execution.
Keep in mind that while
we expect you to engage our guests as part of their dining experience, do
not allow yourself to get trapped in lengthy conversations at the expense
of your other guests. Excuse yourself politely, if
necessary.
Unlike many restaurant
companies, we encourage our waiters and waitresses -indeed all our
employees to take an active role in how we operate our restaurants.
We want you to be observant, to get involved, and to communicate to
management any aspects of our operation that are not meeting the high
standards that are essential to our success.
Management is here to
respond to your comments and ideas. Please feel free to address
operational issues or concerns directly, openly, and freely with you
supervisor, General Manager and/or the owner.
Because we’re all mature
adults (we hope so, anyway), we would prefer that you work out any
problems you have with any other staff member on a professional,
one-to-one basis. Do it respectfully. If the problem persists let
your supervisor, general manager and/or the owner know promptly and we’ll
try to work it out.
If you have suggestions,
concerns, ideas or problems to point out, write it out. Put it in the
managers mailbox. Management will respond within 24 hours. It’s
fine, if you want to stay anonymous. There will never be retaliation for
critique.
In a restaurant
setting, you can be sure of one thing: you never know who is in front of
you. Do not be presumptuous or draw conclusions about guests based
on the way they are groomed or their behavior. It is from our years
of experience that you may never know whom you are having a conversation
with. This person could be a food critic for one of our major
publications, a major meeting planner or someone that will offer you a
part in their next movie. You really never know. This is why
we feel that your vocabulary is very important.
VOCABULARY
YOU DON’T USE
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“Are you
still working on that?”
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“Are you
finished yet?”
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“How is
everything?”
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“Negative gossip about guests or
coworkers.
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“Do you
want your change?” or “Should I bring you your
change?”
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“I don’t
know.”
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“No.” OR
“You can’t.”
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“I don’t
like that menu item.”
VOCABULARY
YOU DO USE:
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“Certainly”
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“It’s my
pleasure.”
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“Absolutely.”
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“May I
bring you anything else?”
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“I’ll be
right back with your change.”
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“Please
allow me to find out for you.”
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“It’s a
pleasure to have you with us tonight.”
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“We’re glad
you can join us this evening.”
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“I hope you
enjoy the show tonight/the rest of your evening.”
Focus on
keeping your vocabulary positive and upbeat at all times.
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Your personal
appearance is a direct reflection of the restaurant. Make sure, you are
always well maintained. Arrive to work in a clean, pressed and stain free
uniform. Before going to the floor, check your appearance for the
following:
-
Be clean
shaven every shift
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Wear
deodorant every day
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Colognes or
perfumes should not be over-powering, if worn
-
Jewelry and
make-up should be tasteful
-
No facial
piercing other than earrings
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Please have
clean teeth
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Carry mints
if you are a smoker
-
Appear
clean, stainless and with ironed clothing to every shift
-
Always
check and maintain clean fingernails at all times
-
Please make
an effort to wash your hands several times during your shift to insure
good hygiene
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Service
staff with long hair has to have their hair pulled back at any
time
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You should
never be seen smoking, eating or drinking by a customer
For Hostesses/Hosts
specifically:
You may wear a nice dress with a sweater or jacket or
a jacket with a skirt or pants. Lunch is more corporate in style and
Dinner is a little bit more casual but chic. Absolutely no jeans or
sneakers are allowed.
SERVER (Male)
Shirt:
White button-down with no logos (same exact one for
everybody)
Jacket:
Beige
Tie:
Personal preference, but stay with an elegant approach
Pants:
Black tuxedo pants
Shoes: Black and shine able.
Apron:
White Long
Socks:
Black only.
AND A BIG
SMILE
SERVER (Female)
Shirt:
White button-down with no logos (same exact one for
everybody)
Vest:
Beige
Tie:
Personal preference, but stay with an elegant approach
Pants:
Black tuxedo pants
Shoes: Black and shine able.
Apron:
White Long
Socks:
Black only.
Sheeted order pad in a folder (to be approved by
management), black click pens, Waiter’s corkscrew, Crumber, Kellari
Taverna Matches
AND A BIG
SMILE
BARTENDER
Shirt: White button-down with no logos (same exact one
for everybody)
Jacket:
Beige
Tie:
Personal preference, but stay with an elegant approach
Pants:
Black tuxedo pants
Shoes: Black and shine able.
Socks:
Black only.
Sheeted order pad in a folder (to be approved by
management), black click pens, Waiter’s corkscrew, Crumber, Kellari
Taverna Matches
AND A BIG
SMILE
RUNNER
Shirt: White button-down with no logos (same exact one
for everybody)
Tie: Your
choice (be tasteful)
Pants:
Black tuxedo pants
Shoes: Black and shine able.
Apron:
Black Short
Sock:
Black only.
Black click pens, pepper
mill, Kellari Taverna Matches
AND A BIG
SMILE
BUSMEN
Shirt: White button-down with no logos (same exact one
for everybody)
Pants:
Black tuxedo pants
Tie: Your
choice (be tasteful)
Shoes: Black and shine able.
Apron:
White Long
Sock:
Black only.
Black click pens,
Crumber, Kellari Taverna Matches
AND A BIG
SMILE
HOSTESS/HOST
Women: an appropriate skirt or pants with sweater/twin
set/blouse and scarf or jacket
Men: pants and shirt, suit, pant and T-shirt only
with jacket, tie optional
AND A BIG HAPPY
SMILE
Maintaining your uniform
is your responsibility and, for obvious reasons, we expect your uniform to
be cleaned and pressed whenever you wear it. If your uniform doesn’t
meet our standards when you arrive, you will not be allowed to
work.
You will be
expected to be in full uniform when you come on to the floor to
work.
Please be aware that how
you look reflects on our entire operation. When you cash out you have to
be in full uniform and all side work has to be
completed.
Your schedule will be
posted by Thursday noon for the following week. These polices become
particularly important given the hours we’re open and the traffic we
expect to attract.
Here’s how these
policies relate to Kellari Taverna.
Shift
Times
(With exception for
Hostesses/Hosts, Coat check and Reservationists):
Lunch Shift 10:00 am
till 4:00 pm (first cut to
be determined at 2 pm)
Dinner Shift
4:00 pm till close (first cut to be determined at 8 pm, second at 11
pm)
You’re expected to punch in five minutes before your
scheduled in time. When you punch in, you must be dressed and ready
for work.
You
punch out as soon as you’ve been checked out by the floor manager.
You must still be in uniform.
Your
manager handles all scheduling. We’ll do our best to accommodate
your requests, but priority will always be based on the needs of the
restaurant, your strength on the floor and then on seniority.
All
shift changes must be in writing and approved by management. We will
have a shift change book at the podium so that we can accommodate and keep
track of schedules changes.
If
illness (or some other emergency) makes it impossible for you to show up
for work on a particular day, we need to hear as early as possible, but
not later than 10 p.m. prior to the day in which you work a morning shift,
and not later than 11 a.m. on a day you’re scheduled to work the evening
shift. If you fail to timely call or arrange for shift changes
approved by management, you will be subject to discipline.
There
will always be at least one on-call person for every shift.
If
you’re on call, you’re expected to call and be ready to work immediately,
should the need arise. You’re also expected to call the restaurant
at the time designated on the schedule to see whether you’re needed or
not.
You are Kellari
Taverna when you answer the telephone at one of our restaurants. We
are judged by how you sound. Your warmth, and your professionalism are
reflecting on the phone. For many of our guests, their first
impression of our restaurant will be formed by the interaction they have
with you on the telephone. In addition, Kellari Taverna is founded
on Gracious Hospitality. This hospitality must be utilized
when handling the telephone at all times with both internal staff members
and guests calls. We feel this is such an important part of our
company hospitality, that we monitor our telephone etiquette
daily.
Our goal when using the
telephone is to create a memorable guest experience. This is
the same goal we have if a guest is in one of our dining rooms. Our
telephone etiquette is another way in which our style of service sets use
apart from the competition.
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Upbeat, enthusiastic
voice “smile through the telephone”
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Warm, engaging and
sincere voice.
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Regardless of the
activity around us, we maintain a calm tone.
-
Take the time to give
accurate information. If you need help, ask for
it.
- Return all calls within
24 hours. You never know when a delay on your part might mean lost
business.
- Answer the telephone
with the appropriate greeting of the day.
For example:
“Good Afternoon, Kellari Taverna, this is Judy, may I help
you?”
· Ending the
conversation with phrases such as “It’s my pleasure” “Absolutely”
“Certainly” always promotes an upbeat and positive
feeling.
· This is how
we place a guest on hold, example: “May I place you on hold?” Wait
for the response beforeputting them on hold. If they are unable to
hold, proceed with the conversation and assist them with their
concern.
· Telephones
are to be answered within three rings. A reminder: Ask for help if
you need it!
Again, the telephone is
the first impression many guests have of us. You can touch a guest
with your gracious hospitality through the telephone, in the same
manner as if you were standing right in front of the
person.
Your primary job
responsibility may not be to answer the telephone. However, if you
are kind enough to answer the telephone (and we hope you are) please
understand the importance of this interaction and adhere to our telephone
etiquette standards. You must know the following information before you
answer the phone:
· Type of
Restaurant/Hours of Operation
· Parking
Information
· Address
& Location (Mailing address, if different)
· Holiday
Information
· Directions
· Handicapped
Facilities
· Menu Items
& Prices
· Tourist
Information
· Children -
Menus, High Chairs, etc
· Dress
Code
· Reservation
Policy
· Payment
Information
· VIP
List
As a new employee at
Kellari Taverna, we need you to be familiar with our basic policies and
procedures.
The length of your
training period will depend on your experience and how quickly you
learn. Normally, the training period will take between seven to
fourteen days. During that time, we will work with you and guide you
through all the various aspects of your job. After each shift, you may be tested on what you have been taught that
day.
All staff members will
enter through the restaurant’s main entrance. This is a public space
where we may encounter guests, so please dress appropriately and conduct
yourself professionally.
Since we have a staff
restroom, you should never need to use the guest bathroom located on the
main floor. When using the employee bathrooms, close the door behind
you and do not leave the restroom without washing your
hands. You must not underestimate the impact of not washing
your hands. Wash your hands, all the time--no
exceptions! It is part of our hospitality. IT’S THE
LAW.
Meal breaks will be
scheduled at different times during the day (depending on your shift), but
don’t worry, we’ll all eat. Special areas for meals will be
designated. Your manager will give you the
details.
It is up to you if you
smoke, but please remember that it must be on your break, and you can’t be
within 200 feet of the restaurant. We realize this is a burden, but we
need your co-operation. Should you smoke, please be conscious of “Smoker’s
Breath” and remember to wash your hands before returning to the
floor.
Tip Out
Our goal is to have the
fairest possible tip-out program and great guest-focused hospitality from
all members of the service team. We have given this much thought and have
researched several restaurants in New York to create a fair system.
Our additional objectives are to establish great teamwork and have all of
us care and be focused on every guest experience.
We are a “pool” house.
Meaning each waiter collects his or her gratuities when cash and keep
behind bar.
Waiter = 10 points -
Runner = 6 points - Busmen = 4 points - Bar = 5 points
*Credit Card Discount = 02.8%
Because we are obliged
to pay American Express and Visa/MasterCard a percentage of every charged
check, our computer automatically deducts 2.8% of each tip that has been
charged.
All Tips according to
the tip out system are being declared at the end of the week (Sunday).
Paychecks are handed out every Thursday from the work week
before.
You are responsible for
your shifts. If you are sick, you must try to cover your shift and then
call the restaurant and speak with a manager to inform them of the
situation. A call must be made two (2) hours before a lunch shift and four
(4) hours before a dinner shift.
Except for emergencies, we expect you to adhere to
our company-wide policy of not making or receiving personal phone calls
while you’re on duty. We don’t like being hard-nosed about this
policy, but whenever a server isn’t on the floor during a meal period,
everything breaks down. We would urge you, as well, not to have
people call and leave personal messages (again, with the exception of
emergencies). We’re simply not set up to take the messages. If the
caller indicates an emergency, say, “Let me get the manager to take
your call - one moment, please.”
In addition to that, no pagers or cell phones with
exception of the Management on the floor. It would be disruptive for the
service and offending towards the guests.
It is everyone’s
responsibility to maintain a positive and upbeat environment. This
is easily achieved when we smile. Smiling is a very big part of our
business, be ready with your smile at all times. EVERY TIME YOU
HAVE EYE CONTACT, SMILE.
- All guests receive warm
continuous hospitality, from the moment they enter the restaurant and
throughout their dining experience, including a warm, genuine
farewell.
- No bullshit rule: If you
do not know the answer to a guest’s question inform them that you will
research the answer and get back as soon as possible. DO NOT MAKE UP
AN ANSWER; this concept is essential to who we
are.
- Five Foot
Rule: Acknowledge all guests with eye contact and possible a subtle
greeting of the time of day such as “Good afternoon,” “Good evening.”
Practice this rule whenever guests are within five feet of you.
Remember that it’s a dinner party and you are the
host.
- Remember
that the guest always has the right of way. Always yield to guest
even when you’re carrying food or drinks.
- Guests at
the bar, or at their table, will be greeted within two
minutes.
- All service
team members must possess in depth knowledge of all menus. Testing,
both written and verbal, will occur regularly.
- All service
team members must possess in-depth knowledge of at least 7 wines (which
are described in the appendix in detail) of differing styles from our wine
list.
- Food and
drink items will be served to the correct guest every
time.
- The proper
mis-en-place will be at the table before the food arrives every
time.
- Server will
be at the table when food is delivered, without saying, “Is everything
OK?” or “How’s everything?” Instead, say “May I bring anything else
for you at this time?” or “Would you care for anything else at this
time?”
- Every
opportunity to create a memorable guest experience will be taken by every
member of the service team.
- All service
team members INCLUDING MANAGERS will treat each other with the same
sense of courtesy and hospitality that we offer to our guests. This
includes communication in side areas, please be careful of the content of
discussion and the language used. Our guests can hear
everything.
- Service
team members work together and continuously assist each other to create a
terrific guest experience.
- There is
always something to do, if you find that there seems to be nothing to do,
look for ways to contribute. Be restaurant
aware.
- Every
service ware item on the table must be perfectly
clean.
- Every guest
receives excellent care and attention whether the are the first table, a
“VIP”, or the last table of the night.
- Our service
style is personal and professional, adapt to the guest and establish a
relationship.
- Remember
that you host a table like you would in your own
home.
- All guests
depart Kellari Taverna with the feeling that they have been cared for and
treated with the finest hospitality anywhere.
- Our team’s
grooming sets us apart, each of us set the standard every
day.
- Every guest
receives a sincere smile and thank you when their order is taken, the
check presented, when their check is retrieved and as they
leave.
- The dining
room is always organized and well maintained.
- Maintain
water levels at the table at all times, never less then 2/3rds
full.
- Every
attempt is made to recognize returning guests by all staff. Use
guest’s name where possible.
- All food
runners greet guests warmly at the time of
delivery.
- When taking
orders be sure to get all the information, some people are allergic to
certain things, get specifics.
- Echo orders
back to the guests.
- Serve all
food from the left with your left hand.
- Clear all
food and beverage from the right, with the right hand, where
possible.
- Serve all
beverages from the right with your right hand.
- Service
continues even after the meal ends.
- TEAMWORK. Our standard is that we
continuously help one another. Be restaurant aware. WHEN YOU ARE
NOT BUSY YOU MUST LOOK FOR SOMEONE TO HELP
- When
directing guests to bathrooms, reply “May I show you the
way?”
- After the
entree and before the dessert order is offered the entire table should be
cleared, crumbed, and a new paper table cloth put on, leaving only
beverage glasses. Then re-set for dessert
service.
- Make a
friend everyday.
- ALL
STAFF YIELD TO THE RIGHT OF EACH OTHER.
- HAVE AS
MUCH FUN AND MAKE AS MUCH MONEY AS POSSIBLE.
Drink Order
1.
Greet guests with a smile within 2 minutes of table being seated.
2. “Good afternoon/evening,” “Hello,” “How are
you?”
3. Suggest flat or sparkling water. (Assume water sale!)
4.
Suggest a specific beverage/s. (read the customer before suggesting)
5.
Specialty drinks (ice tea), featured wines by the glass.
Specials
1.
Describe specials to guests (plat du jour).
2. For lunch, describe
special of 1 to 2 items from the menu. For dinner, read the guest. Does
he/she want to take their time or are they pre-theater guests.
3.
If there are no specials, recommend and describe 1 or 2 items from the
menu.
4. If the kitchen is out of
anything, inform guests.
Serve beverages from the right side
with the right hand.
If it
is not possible to serve from the right, server in whatever manner is
least disruptive to guest.
Using
position numbers, ladies are served first.
Use
cocktail napkins if appropriate.
After serving beverages, offer to take food
order.
Ladies first.
Use position
numbers.
Use suggestive selling
techniques for first courses and side orders. Direct guest attention to
wine list or offer a specific bottle of wine.
a. Mark the table with appropriate
silverware.
b. Appetizers are served within 7-8 minutes from time
ordered.
c. Using position
numbers, ladies are served first. (offer pepper)
d. Food is served from
left side with the left hand, or in whatever manner is least disruptive to
guest.
a. Immediately after appetizers are served, check for
additional cocktails and water refills, and cap ashtrays.
1. Water and Wine Refills
a. 2 to 3 minutes or 2 - 3 bites after the food has
been served, approach the table and check for water refills and additional
beverages.
b. Pour additional wine
from bottle if it was ordered and cap ashtrays.
c. Assure yourself of
guest satisfaction
1. Clear Appetizers
a. Clear appetizers after all guests have
finished.
b. Remove from the
right, with right hand, or in whatever manner is least disruptive to
guest.
c. Remove and replace
used silverware.
d. Suggest same or
different wine with new course.
1. Entrees
a. Entrees are served within 5-7 minutes after
clearing appetizers or within 10-15 minutes if ordered
directly.
b. Using position
numbers, ladies are served first
c. Food is served from
the left side with the left hand, or in whatever manner is least
disruptive to guest.
d. Offer
pepper
a. After entrees are served, offer additional
beverages or bottle of wine, water refills and cap ashtrays.
Water
and Wine Refills
a. 2 to 3 minutes or 2 - 3 bites after the food has
been served, approach the table and check for water refills and additional
beverages.
b. Pour additional wine
from bottle if it was ordered and cap ashtrays.
c. Assure yourself of
guest satisfaction
Clear
Entrees
a. Clear entrees after guests have
finished.
b. Remove from the right
with the right hand, or in whatever manner is least disruptive to
guest.
c. Crumb, remove and
replace used silverware, replace table cloth.
a. Bring menu to table and present to guest if they
inquire further information about dessert.
b. At lunch and for pre-theatre, recommend and
describe 1 or 2 desserts along with espresso, cappuccino or
tea.
c. At dinner, recommend an after-dinner drink, present
dessert menu to guests, and recommend and describe 1 or 2 desserts.
Serve
Coffee, Tea And After-Dinner Drinks
a. Beverages are served within 3-4 minutes from time
ordered.
b. Served from the right
side, with the right hand, or in whatever manner is least disruptive to
guest.
c. Using position
numbers, ladies are served first.
a. Before dessert is served, bring appropriate
silverware.
b. Desserts are served within 4-5 minutes from time
ordered.
c. Served form the left side with the left hand, or in
whatever manner is least disruptive to guest.
d. Using position numbers, ladies are served
first.
Bring Check
a. At lunch and for pre-theatre, check is presented
immediately after cappuccino and dessert are served.
b. During dinner, check
should be presented after guest asks for it.
a. Always say something when laying check down on
table: “Thank you. It was a pleasure.”
Prompt Payment Process
a. Once payment has been made, it should be picked up
and processed promptly.
b. The change or charge
voucher has to be returned to guest promptly.
c. Unless you can’t
pronounce the name, thank guest by name.
d. Don’t stay at guests
back, if he is not ready.
Once your shift begins, your sole focus should be
on taking care of our guests-make them your guests, which is how we really
want you to think of them. It’s like you’re having friends over to
your apartment and you are throwing a great house party. Everything
you do, from the moment you go on duty until you punch out, should be done
in this spirit. Let’s all just have a great time and make a lot of
money while we’re at it.
Regardless of who sets
up the station, it is your responsibility to make sure it looks as clean,
as neat, and as inviting as possible. The table must sparkle.
The specifics of table set up will be explained to you during your on the
job training. In order for the operation to run smoothly, completing
your side work is essential.
We will have daily
pre-shift meetings 30 minutes before service begins. These meetings
are important and mandatory. Please have the courtesy to be on time
and ready to go to service.
-
The agenda for these
meetings is as follows:
-
Service
standard of the week
-
Menu
knowledge of both Food & Beverage
-
Discussion
of the day’s business
-
Open
discussion with team
-
Beverage of
the week
-
Wine of the
day
“Pre-meal” is the chance
for us to discuss issues that involve our restaurant and guests. Be
prepared to discuss menu (both food and beverage). You will be
called on to present menu items. These meetings are an opportunity
to improve our level of service and knowledge.
What happens during the
first two or three moments when a guest or guests walk into Kellari
Taverna will have an enormous impact on the feeling they take away with
them, regardless of how good the food is. So whatever else we do, we
have to make sure that we’re welcoming our guests properly and making
certain that they feel at home as soon as
possible.
Your responsibility,
remember, is to be the consummate host or hostess. Your job is to
welcome your guests and guide them through your wonderful new home and all
it has to offer. And who knows your home better than you do?
You know all the subtleties of our food and beverage offerings and have
insight into the menu that our guests can’t possibly have. They are
hoping that you will watch out for them and be able to assure them a
wonderful experience. They are expecting you to recommend things and
cater to their needs throughout their time with
us.
Our philosophy dictates
that we seat guests wherever they want to be seated. This means that
some sections may fill up more frequently than others. If this
happens and if you feel that you’re penalized because of it, don’t make an
issue at the time. You can discuss it later with your manager.
We want to be fair both to you and to our guests.
No Kellari Taverna guest
should have to wait longer than two minutes (sooner is better), after
being seated, before being greeted by a server. So, as busy as you
are, always keep an eye on your section and make that prompt greeting a
priority. At the very least, make the connection and let the guests
know you’ll be right with them.
Your initial greeting
should be brief but friendly and heartfelt. We don’t believe in
greeting “scripts.” They’re corny and insincere. And there’s
no need to introduce yourself by name. Be brief and friendly.
(If your name were important, we would give you name tags!). On the
other hand, if you know the guest is a frequent visitor, you should get to
know his or her name. And regardless of how busy or rushed you are,
make the few seconds in which you interact with the guest count.
Treat them-during those few minutes as if they were the only people in the
world who mattered to you.
-
Smile and
look people in the eye
-
Be warm and
engaging, but not too personal unless you know the guest
well.
-
Please be
sure to inform our guests of our style of service.
As soon as you’ve
finished with the greeting, you should swing into action by making an
offer for beverages. Remember, though: It is not our style to
pressure. We love to sell bottled water, beer, specialty drinks and
wine. So, by all means, suggest. But, if people aren’t
interested, don’t force the issue.
When someone who looks
underage asks to be served wine or liquor always ask for ID. (Very few
people get insulted when you think they’re younger than they really
are.) Number 1 Rule: When in doubt, check them out. We can be
slapped with a substantial fine and possibly lose our liquor
license. You could be terminated for serving underage guests
alcohol.
The most common request
you’re likely to get in this situation is from parties of two who want to
be seated at table for four. We will do our best to accommodate
them-but you do need to inform guests that you must first check with the
host/hostess. NEVER promise a table to a guest.
We expect you to develop
an awareness of your guests--who they are and what they want and try not
to jump to conclusions. Never assume that someone is un-adventurous
or disinterested. You do them and yourself a
disservice.
Your job isn’t merely to
serve guests, but to be their guide, their host. So play the
role. Don’t assume that people will ask for what they want.
You have to anticipate. You have the product knowledge that they
seek. You hold the keys to their enjoyment. Our guests have
accepted our invitation to have us take care of them. However, they
are the ones paying and the ultimate decision is theirs. Never
make a guest feel uncomfortable about their
decisions.
Being able to anticipate
what guests need is something that certain people have a ”feel” for.
Here are some concrete things to focus on that will go a long way to give
you this sixth sense.
-
What’s the
weather like? (If it’s hot, they’re looking to cool down. If it’s
cold, they want to warm up.)
-
What are
the guests wearing? (If they’re dressed up, they may have arrangements
somewhere.)
-
Do guests
have plans for after dinner; is time a concern?
-
Always ask
guests if they have a time constraint. It is very important for you
to know so you can guide them through a pleasurable dining
experience.
You watch the clock
so they don’t have to.
There is no way of
overestimating how important it is that the station and tables you’re
responsible for food-at all times-as clean, as neat, and as well organized
as they can possibly look. Regardless of who sets up the station, it
is your responsibility to make sure the table sparkles. The
specifics of table set up will be explained to you during you on-the-job
training. Here, though, are some key considerations-a sort of
“inventory” you should be taking before and even during the
meal.
SIDE
STATION: Clean and well
organized
CHAIRS AND
BANQUETTES: Always positioned
properly and crumb-free even in the seams
LIGHTING: At the correct levels
FLOOR: Scrupulously clean
The “physical inventory”
you take during the meal itself should include the following
considerations.
USED
EQUIPMENT: Used equipment should
be removed as soon as guest is finished.
TABLE
DEBRIS: The table should be clear
of debris at all times. Pay special attention to crumbs that need
cleared and ashtrays that need to be emptied.
EMPTY GLASSES AND
BOTTLES: Empty bottles should be
removed immediately. Empty glasses should be removed-if they’re no
longer being used-or refilled.
COCKTAIL FRUIT, STIR
STICKS, ETC.: Should be removed
after you’ve cleared the main course items, if they were requested and
served initially. COCKTAIL, BEER, WINE AND SAKE BY THE GLASS, AND
NON-ALCOHOLIC BEVERAGE SERVICE
1.Open all bottled beverages (with the exception of
wine) before you get to the table.
2. Always bring beverages on a cocktail tray-even when
it’s a single glass of wine.
3. If there are women at the table, serve them first
(the eldest-as best you can tell) before anybody else.
4.Pay attention to how you handle the glassware,
making sure that you don’t create smudges. Handle all wine glasses
by the stem. Handle other glasses near the base.
5.Pour all beverages for the guest.
6.In most cases, serve beverages to the right of the
guest.
7.Never marry beverages at the table.
Beer should be poured by aiming for the side of
the glass until about halfway. Then pour the rest straight down in
order to create a one-inch head.
Never challenge or argue, even if you know the
beverage in question is perfectly fine. Simply remove the beverage
and ask (always graciously) whether they want to order another
beverage.
Mention that we sell Sole' (carbonated) and Fuji
(still) by the bottle. If the guests decline and would prefer tap
water, bring it for the whole table. If these are not options, offer
guests “ice water”.
The following classic
examples will assist you in knowing what pertinent questions to ask when
taking a drink order.
| COCKTAIL |
VARIATIONS |
| Bloody
Mary |
Spicy |
| Campari |
Twist or
Orange |
| Daiquiri |
Up or Rocks or
Frozen? |
| Dubonnet |
Red or white?
Twist |
| Gibson |
Up or On the
Rocks? Brand Vodka or Gin |
| Gimlet Up or On
the Rocks? |
Brand Vodka or
Gin |
| Grasshopper |
Up or Rocks? (or
any sweet drink) |
| Juices |
Ice? Inform
guest that juice is chilled |
| Kir |
Up?
Twist |
| Lillet |
Red or White?
Twist or Orange |
| Manhattan |
Up or Rocks? Sweet
or Dry? |
| Margarita |
Up or Rocks? Salt?
Frozen? |
| Martini |
Up or Rocks? Dry?
Twist or Olive? Gin or Vodka |
| Rob
Roy |
Up or On the
Rocks? Club soda or Water |
| Scotch |
Twist? Neat? On
the Rocks? |
Dry
Dry Vermouth for Dry Manhattan; touch of Dry Vermouth for Dry
Martinis
Neat
Up, in a rocks glass
Rocks
Ice
Splash Small Amount of Water or Club
Soda
Sweet
Sweet Vermouth
Twist
Lemon, lime or orange rind only Always rub twist around rim or
glass
Up
Chilled with ice, Strained and served in a chilled glass
Water
Back
Glass of Water on side
Squeeze
Wedge of lemon, lime, or orange
Wine adds a celebratory
touch to every meal, and so, apart from increasing check average, we
obviously would like to have our guests order wine with their meal.
Two things, though, need to be emphasized. One, we don’t “push”
wine-that is, pressure guests to order. Two, we’re not wine
snobs. Wine should be drunk, not worshipped.
We expect you to be as
familiar with the wines on our menu as you are with the food items.
You need to be familiar with the names, with the qualities of each wine,
and, in particular, with how specific wines we serve by the glass or by
the bottle complement different items on our menu.
The basic serving pieces
for wine are the following:
· Wine bucket
for white wines and sparkling wines
· Appropriate
glassware (should be pre-placed)
· Your own waiter’s corkscrew
Understand your
role. It is to suggest, to answer questions, and to recommend.
Remember that many people are uncomfortable about selecting wine: they
don’t want to make a mistake. Reassure them that with our wine list,
they can’t go wrong.
Wine orders are always
inputted into the computer system. The bottle will be picked up from
the bartender. Be sure to carry the wine carefully, with the label
facing up. Wine should never be shaken.
Present the wine in a
relaxed but courteous way. Here are the
steps:
1. SHOW THE LABEL. Always show the wine from the right side of
the host or hostess, giving them sufficient time to look at the
label.
2. REPEAT THE NAME AND VINTAGE. Just to make sure, it’s a good
idea to repeat the name of the wine, the producer, and the vintage when
you’re showing the label. This will ensure that if there’s been a
mistake, you’ll find out about it before the bottle is open.
3. SET THE WINE ON THE TABLE OR IN THE COOLER. Red wine goes on
the table; white wine in the cooler. Either way, though, the label
should be facing the guest.
The procedures for
un-corking the bottle are as follows:
1. REMOVE THE FOIL. Using your corkscrew cut the foil just below
the lip of the bottle. Important: Always put the foil in your
pocket. You don’t want it to end up in the wine cooler.
2. WIPE OFF THE CORK. Using a wine service side towel, wipe the
top of the cork and bottle before you insert the corkscrew.
3. INSERT
THE CORKSCREW. The point of the corkscrew should be placed in
the middle of the cork. For best results, hold the bottle with one
hand, while you turn the corkscrew clockwise. Hold the corkscrew
firmly but take you time and don’t press too hard: you could split the
cork.
4. REMOVE
THE CORK. Once the screw has been firmly immersed in the cork,
clamp the notched lever on the corkscrew to the lip of the bottle.
Make sure the lever is positioned toward you, and not the table.
Pull it slowly but firmly (don’t yank it). Hold the bottle firmly so as
not to shake the wine. Unless guest asks for the cork, put it in
your pocket. If guest does ask for it, place it at the base of the
tasting glass and discreetly remove it later. The reason we do this
is that we do not wish to be too formal with our wine service. We want
guests to feel comfortable.
The first glass, of
course, goes to the host or hostess. Fill the glass about to 1/4
(about 2 sips’ worth) and wait for the host (or hostess) to give his/her
approval. While the guest tastes the wine, hold the bottle so that
the label is in plain sight.
Never challenge or
argue, even if you know the bottle in question is perfectly fine.
Simply remove the bottle and ask (always graciously) whether they want to
order another bottle-preferably a different wine. Never taste the
wine-even if the guest asks you to see if there’s anything wrong with
it. Always let the manager know when a wine has been turned
down.
Once the wine has been
approved, pour it in an orderly manner to the other guests, filling each
glass about halfway. In general, each glass should be filled to just
under the midway point, but however you portion it out, make sure there is
enough for everyone. Be careful, too, not to let the bottle touch
the rim of the glass. Once you’ve finished pouring, place the bottle
in the appropriate holder.
Once the host (or hostess)
approves the wine, serve the rest of guests (women first) by filling each
slightly more than half-full.
1. For
set-up and presentation follow the same standard as for white
wine.
2. While
holding the neck of the bottle with one hand, place your thumb over the
foil-covered cork.
3. Locate
the wine twist on the side of the neck and carefully pull it down so it
will tear the foil. While briefly removing your thumb, pull the foil
off and put in your pocket, exposing the metal cap and wire casing from
the point, twist the metal wire loose but do not remove. Keep your thumb on top of the cork.
4.
Using you hand that is on the cork, remove the bottle from the cooler,
Using a service side towel dry off bottle, place towel on cooler, and
twist bottle gently, holding cork steady with your other hand. Once
you feel cork loosen up, slowly remove cork from bottle. Do not
make a popping noise, release gas gently.
5. Tasting and pouring: the same
service instructions apply as in red/white wines.
While we don’t want to
create a “cattle car” atmosphere, it’s important that guests’ orders (the
whole order) be taken as soon as possible-particularly at lunch. A
good rule of thumb would be to give guests two or three minutes to decide
what they want to eat at lunch and somewhere between five and ten minutes
at dinner.
It’s not our policy to
“push” items, simply because they’re specials or carry a high-profit
margin. We expect you to know the menu extensively and to have your own
favorites (but never at the expense of other menu items). We
encourage you to be enthusiastic about dishes you particularly like.
If you think they’re wonderful, share this with our guests. Be
sensitive and inquire to what the guest is in the mood for and then you’ll
be more effective in making suggestions. Utilize pre-meal to
discuss menu items that you dislike. Do not tell guests a particular
item is not good. Be professional--communicate to management your comments
and guest’ criticisms.
-
We do
everything from scratch.
-
We use
fresh, high-quality ingredients
-
We take
pride in everything we have on the menu
Politely inform the
guests that you would like to double check on that for them OR that you’d
like to get someone who will be in a better position to answer their
question. Whatever road you choose, always follow up! Remember
the no BULLSHIT RULE.
As vividly as you can - without faking it. Tell guests how we make the
item and what makes it special. Describe the dish. Paint
attractive mental pictures.
Don’t think of yourself
as a “salesperson” in the normal sense of that term. You’re more a
consultant. A guide, So assume that responsibility. Instead of
simply taking a guest’s order, listen to it to see if it makes sense. Did
they order too much? Has someone ordered an unnecessary condiment or
side dish?
It isn’t likely to
happen very often, but if guest want to order drinks only we should be
able to accommodate them in the lounges or at the bar. If we can’t
at certain times of the day-though not, obviously, at peak hours---we may
accommodate them at table.
Communicate to your
manager any special dietary requests. Your manager will assist you
in accommodating the guest.
1. Food
Allergies. Never fake it. If you don’t know, ask the
chef. Food allergies are serious. Take the time to be
attentive and responsible for our guests’ well being.
2. Vegetarians and Diabetics
3. Special
Flavor Preferences. If we can do it, why not? But it’s always a good
idea to ask the kitchen first if they can accommodate a flavor request
before promising a guest that you will definitely take an ingredient out
or add one in. Reply, “Please allow me to check with the kitchen” when in
doubt.
We have a simple-and efficient-system for writing
down an order. Here are the steps:
1. Record the table number and
number of guests. Table number and the number of guests should be
written at the top center of the dupe, as follows:
#21/4.
The first of the numbers
is the table. The number following the backslash is the number of
guests.
2. As each
guest order, fill in the information in the appropriate seat position
number. If a guest wants a specific dish to be delivered to them be
sure to make their seat position. Note what guest (position) ordered
the wine. For example:
First
Course
Position 1)
Spanakopita
Position 2)
Keftedes
Position 3) Grilled Octopus
Position 4) Prasini
Salata
Second
Course
Position 1) Kellari
Taverna Soupa
Position 2) Lavraki Psito
Position 3) Vegetable Mousaka
Position 4) Paidakia /
Medium
3. Pay attention to
sequence. Do your best to take each guest’s order in full, beginning
with the women (eldest to youngest).
4. Make sure you get it
right. It’s okay to echo the order. Be sure to get all the
details: i.e., what type of dressing, what temperature do they want their
meat cooked at, etc. Do not leave the table until you are sure that
all the orders have been taken correctly.
5. Retrieve the
menus. Retrieve menus from guests as they
order.
Inform the guest that,
that particular item was very popular and, unfortunately, is no longer
available. Suggest alternatives. You’ll be going the extra
distance and your efforts will be appreciated.
The procedures to follow
whenever guests want to share an item are the
following:
1. Bring plates for each
guest
2. Place the dishes in
the middle of the table
The Kellari Taverna
service system will have runners. Runners will carry out all the
food items coming out of the kitchen and sushi bar, and serve them.
Please be sensitive to when the kitchen is busy and assist runners with
large orders or when more than one order comes out. Remember that
serving food becomes a top priority once it reaches the dining
room.
SERVERS: You must ensure that the correct
silverware is on the table, and there is room in the center of the table,
prior to the order being delivered from the kitchen. This can be
easily achieved: when you clear one course, you reset for the next course,
immediately and continuously.
Here’s how we do
it:
1. Always put plates
down to the left of the guest with your left hand.
2. Assure yourself of
the position # before you put the food down.
3. Have additional
silverware handy (on a tray or plate lined with a
napkin)
4. Make sure the
appropriate utensils are at the table before serving the
food.
5. Remove any excess
plates or silverware that won’t be needed for the rest of the
meal.
Be careful about how you
handle silverware or dishware you’re serving. Make sure the
silverware is clean and free of smudges. When you’re setting it
down, do by holding it at base never the part that touches the food.
China should be handled as follows: with your hands cupping the plate (be
careful if the plate is hot) with four fingers underneath and the base of
the thumb gripping the rim. If you are carrying more than one plate
in your hand, hold one plate with your thumb and first two fingers and
rest the second on your wrist and your last two fingers. If you get
really good you can go on to rest a third plate on your forearm and have a
fourth in your other hand.
Once everyone at the table
has been served, you still have work to do. Here are the guidelines.
1. Be at the table as soon as the food
arrives.
2. Be observant. Pay attention to
guests’ initial reactions. If they seem confused or upset, ask if
there is anything you can do (not, “Is there anything
wrong?”)
3. Ask for additional requests. Once
you’ve served the food, pause a moment and ask if there is anything else
the guest needs.
4. Anticipate future needs. As any
good host or hostess would, see if you can offer anything
else:
-
Water or
wine glasses that need refilling
-
Bottles or
utensils that should be removed
-
Beer or
wine that might need to be reordered
Once you’ve given your
guests enough time to settle in with their food, you should cruise by but
not-and this is critical-not to ask if everything is all right. We
always assume that everything is all right, that the food is terrific, and
the service is attentive. And so we never ask the hollow question,
“Is everything all right here?” The better alternative: Make
offers:
“Is there anything else
I may bring you at this time?” OR
“Is there anything I can
do for you at this time?”
Also, be mindful
to:Refill water - Pour wine - Freshen
drinks
Unless a guest requests
specifically that you remove a plate, always wait until all the guests at
the table have finished eating before clearing. Start with the women
when possible. Here are the procedures:
1. Clear from the
right with the right hand whenever possible
2. Clear soiled
dishes and glasses to the kitchen whenever possible.
3. Make sure
silverware is in the middle of the plate so that the plate won’t tilt when
you lift it.
4. Never stack
plates on the table. Never scrape food from one plate onto another
in front of guests.
5. Clear everything
except beverage glasses that are still being used.Return to crumb the table.
6. Do not carry
soiled linen in bundles. Fold them as neatly as possible or carry
soiled napkins by their corners.
Kellari Taverna is going to be famous for its
desserts, and we’d love our guests to sample what we offer. Here,
again, your job is to promote without pressuring.
Coffee serving
procedures are as follows:
On a tray bring over the coffee,
cups, saucers, silverware, sweetener and creamer (the sweetener and cream
should be in the middle of the table.) Pour the coffee, taking care not to
spill coffee into the saucer. Leave enough room for guests to add
cream.
COFFEE AND
TEA: Pour coffee carefully at the
table. Always pour away from guests using a shield or guard when
reaching. Since we serve loose tea, let the guest pour the hot water over
their tea themselves.
SOFT DRINKS,
CAPPUCCINO, ESPRESSO: Pour ahead
of time and carry to the table on a tray.
We don’t charge for
refills of regular coffee or hot water. We charge for everything
else.
If everything has gone
according to plan, you will have served your guests what they were
expecting, and they will be enjoying what you’ve served them.
Sometimes, though, things don’t go as planned. Here are some the
situations that might arise, and how to handle
them:
Never serve anything
that doesn’t look as good as you think it should look on the plate.
Let the floor manager know about the problem
immediately.
Inform the floor manager
so that he or she can decide the appropriate
response.
Regardless of who spills
it, you or the guest, here’s what to do:
1. Get club soda, a
napkin or any other stain remover we use.
2. Help the guest deal
with the spill.
3. Get the person’s name
and address on the check.
4. Inform the
manager.
In the event we damage
guest garments or belongings, please follow this
procedure:
Inform your manage
immediately and he/she will follow up.
Our guests have a right
to complain, and we welcome their feedback, negative though it may
be. It keeps us on our toes. Remember that a guest who has a
complaint but doesn’t get a chance to voice it is a guest we’ll probably
never see again (and a guest who will tell friends about the “bad”
experience).
At the first sign of
trouble, inform your Manager. That’s what they are there for. Don’t
be a hero and don’t let a problem situation escalate. Trust your
instincts--if there is the possibility of anything going wrong on the
floor, let your Manager know immediately. No potential problem is
“too small” or trivial.
1. Thank
the guests (yes, thank them) for bringing the matter to your
attention. They are doing us a favor by giving us the opportunity to
set things right before leaving our establishment. Remember our main
concern is to keep our guests happy and to make sure that when they leave,
they feel as though they have been treated marvelously.
2. Apologize
to defuse the situation (but don’t overdo it).
3. When
making an accommodation, inform the Manager of the guest’s wishes.
There are typically three options:
1. Replace the item with the same
item
2. Replace the item with another
item
3. Remove the item from the bill-with the
Manager’s approval
We will make whatever
accommodation the guest wants that are within reason and within our power
to give-without argument, without lecturing, without protesting.
Remember, SERVICE RECOVERY is key. Our goal is to have every guest
leave satisfied.
It doesn’t matter.
The complaint is still valid, and we still acknowledge it the same way-by
apologizing. This time, express regret that they hadn’t told you
earlier, explaining that you would have been delighted to replace or
exchange items. Alert you Manager to the
situation.
If, at the end of a
meal, a guest has anything even remotely unflattering to say about the
food or the service, ask for the guest’s name and business and inform the
manager.
WHEN THE COMPLAINT
PERSISTS, EVEN THOUGH YOU’VE DONE EVERYTHING ELSE:
Get the Manager
involved.
-
Always make sure the guests have everything they need. Stop and really look at the table for a few seconds before disengaging from the table.
-
Always
offer (without pushing) to bring the guest(s) another cocktail or
beverages they finish their previous one, but keep a close eye on the
level of the beverage you’re serving, or the number of cocktails they’re
having. Never offer additional drinks to anybody who looks as though
they are intoxicated or are in the process of becoming
intoxicated.
- Ask for
help when you need it. If you section is over-seated and you feel as
though you’re getting behind, don’t wait for the situation to get
desperate before you ask for help. Let the Manager know, and either
the Manager will help you assign an additional person to your
section.
-
Never let
cleared tables go un-set during service whether they are in your station
or not. Remember we are a team. We support each other.
We help each other. We watch each other’s
backs.
-
Ask guests
if they would like a refill of coffee or tea.
How we present and
collect payment will determine how smoothly and easily we’re able to move
guests in and out. We don’t want to push guests away, but neither do
we want them to linger to long. Find the guidelines
below.
Closing out the table is
as important as starting the table. You must be as attentive and
maintain the table as you did during service. The following
is the sequence of service for ascertaining whether a table is ready for
their check:
-
If it
appears that the guest is finished, inquire if there is anything else you
may bring them. offer dessert, coffee, after
drinks/cordials.
-
If the
guest declines, ask if you may prepare the check. Always ask
politely and never let the guest sense that you are anxious to turn their
table. (Do this only for lunch or pre-theater.)
-
Maintain a
HEIGHTENED AWARENESS of tables that are closing out, particularly if the
check is already on the table. After all your hard work at doing
everything perfectly during the meal, rightly or wrongly, the ending of
the meal could be how guests most remember you and our restaurant.
STAY FOCUSED ON HOSPITALITY. Remember: they are your guests.
When you’re entertaining at home and your guests leave, you always give
them a hug and a kiss. Be warm as you bid them
farewell.
When the guest asks for
the check, THEY WANT OUT. The end of the dining experience is as
important as the beginning. So have the check ready for them before
they ask, be prompt and attentive at the end of the dining
experience.
1. Once
the guest has asked for the check or has declined further service and has
given permission for you to prepare the check, bring the check and present
to the guest whom “called” for it. Otherwise, place check in the
center of the table.
2. Look
the guest in the eye, smile, and thank them, letting them know that we
hope to see them again shortly.
3. Pause
a moment to see if the guest takes out a credit card right away or want to
Pause a moment to see it the guest takes out a credit card right away or
wants to peruse the bill. No matter how busy you are, it is not fair
to drop a check and then become a stranger for several minutes while the
check and the payment sit on the table. (Remember, when a guest asks
for the check, it means he/she wants out!!)
4.
Process the transaction as quickly as you can. Repeat your thanks
mentioning the guests name (if you know it), wish the rest of the table
farewell, then let your guests go about their business.
6.
Retrieve the check promptly, verifying that they have signed any
vouchers.
7.
Remember: never ask a guest if they want their change.
Our policy (and it will be communicated to guests
at time of reservation) is to add a service charge of 20% to parties of 8
or more persons. Before presenting the check, ask your Manager to
assist you in adding the gratuity onto the check.
Our policy is to not accept personal checks, but
if a guest asks, excuse yourself politely, explaining that you need to
speak to your manager.
There aren’t any. Ever!
If we have no other choices, we will take a
personal check or get his name and address and send him a bill. Even
if you are suspicious of the guest, it is not worth the risk of
embarrassing them in case you are wrong. Notify the Manager on duty
and he/she will address the guest and handle the situation as they have
been trained.
Do your best to keep the
guest from being embarrassed. Do not tell him his card has been
denied. Explain politely that the credit card has been declined.
Offer to call credit card company or to try another credit
card.
It is up to you to make
sure the guest signs the voucher. If it’s an innocent mistake,
simply write the signature on file of the charge and submit it as you
would normally signed vouchers. If unsigned vouchers continue, these
oversights will affect your employment
evaluations.
Charges Are Returned
Unpaid
Except in those
situations when the reasons for the unpaid charge is the fault of the
credit card company, you are personally responsible for any errors or any
charges that are returned unpaid.
Foreign people working
for the UN have a card that entitles them to buy product with out paying
the customary tax. When you have a guest presenting the card you must take
the following information and write it on the check in
question:
1. Name
2. Nationality
3. ID Card Number
If this information is not
available and written clearly on the check at Cash out time you assume
responsibility of the tax amount.
If we do our jobs well,
under-tipping should rarely be a problem. But we can understand-and
sympathize-with any disappointment or anger you might feel if you’ve done
you best to give a guest good service and you feel as though you’ve been
under tipped. What you must never do under any circumstances is make
your dissatisfaction known to the guest. Doing so is a fundamental
violation of our philosophy and is grounds for immediate
dismissal.
This is what you do:
Inform your Manager. What you DO NOT do is openly display a
negative attitude toward the guest or make negative comments that would
embarrass him or make him feel uncomfortable.
Inform the GM or
Manager, but handle it discretely and in a soft voice. Offer coffee
or food. Serving alcohol to an intoxicated customer is grounds for
dismissal.
When a guest wants to
take a partially filled bottle of wine with them, explain that we would
love to let them, except we’re not permitted to do so by
law.
Treat with care.
If the child (children) are clearly disturbing guests, inform the manager,
who will either ask the parent or parents to calm the children down or, as
a last resort, we will comp the check and ask the party to leave.
However we handle this delicate situation, remember to be
gracious.
When a guest reports
that an item has been stolen, notify your Manager immediately. If we
check something, and it is stolen, then we are liable. If we don’t
check it, then we help the guest but do not imply responsibility.
Immediately inform a Manager who will offer to call the police directly to
report the crime, and the police will handle it from
there.
Note: If you see a purse
left on the back of a chair, suggest that our guest put it somewhere
safe. All managers are trained in what to look for, so this should
not be a commonplace occurrence. Never frighten a guest by relating
negative experiences that have take place in our establishment.
All items left behind by
guests are to be handed over to the manager’s lost and found. We
hold these items for two weeks and then donate anything of value to
charity.
Don’t be a hero.
Give them whatever they want.
In Case Of A Medical
Emergency
Inform your Manager
immediately.
You’d be surprised
and we might even be embarrassed if we told you how much time and effort
went into creating this guide. This guide represents only a part (it certainly does not include everything) of our
commitment to providing our guests with the finest hospitality, terrific
food, and great environment, at wonderful prices
anywhere.
We hope this service and
hospitality guidebook will assist you in knowing our expectations of you
and provide you with the support you need to be successful. So we
can all have fun and make money!
My signature below indicates that I have received
and reviewed the contents of this hospitality guide and that I understand
the philosophy, the policies and expectations it spells out. It also
indicates that I understand and acknowledge the
following:
· That this hospitality guide is
designed primarily to familiarize me with the philosophy and policies of
Kellari Taverna and does not constitute any employment contract between
the company and me.
-
That I agree with the tip
administration policies as described in this guide starting on page 5 for
as long as I am employed at Kellari Taverna.
-
That Kellari Taverna might find
it necessary--and may choose to--modify or eliminate policies described in
this document or add new techniques and that the company has the right to
do so without having to give notice or gain the approval of either
individual employees or groups of employees.
-
That the document is the
property of Kellari Taverna and must be returned to management when I am
no longer an employee.
Responsibilities
- Be
punctual
- Enforce
applicable liquor laws
- Maintain
stocks and inventories
- Supervision
and maintenance of cash drawer
- Must have
thorough knowledge of drink recipes and food menu
- Must have
thorough knowledge of POS
- Set up and
maintain side work duties
- Implement
and update needs of training
- Maintain
physical proper maintenance
Remember- The general appearance of the
bar is your Responsibility. This includes maintaining
the food and the bar area.
Opening Side Work
-
Get cash
drawer
-
Before
service finalize the requisition sheet of beverage (juice, liquor, etc.)
for bar back
-
Check bar
backs side work
-
Have all
bar tools (shaker, spoon, etc.) ready, clean and lined
up
-
Cut the
fruit needed for cocktail and soda garnish
-
Make sure
to have clean menus (food, wine, drinks) and check
folders
-
Check for
sufficient paper in computer (POS)
-
Know
specials of the day (presented and explained at pre shift
meeting)
-
Build ice in bin to 2 - 3 inches
above metal.
-
Arrange food items as beautifully as
possible, separating colors and textures.
-
Check all salt and pepper shakers
and refill as necessary. Put out on bar counter
-
along with fine bottles of Olive oil
and Balsamic vinegar.
-
Ensure that there is a cocktail fork
in each bowl of garnish. Ensure items to be served hot.
-
Check Olive oil and Balsamic Vinegar
bottles to be used at tables. (Marry and wipe clean if
necessary)
-
Check hand towels and soap level in
dispensers.
-
Maintain appearance of bar including
all areas visible to the customer (counters, shelves, AND
floor)
Steps Of
Service
1. When guest arrives at the bar, bartender
approaches, greets the guest and offers beverage service.
2. After order is taken, bartender asks if
guest wants to run a tab or pay as he goes with each round. If guest wants
to run tab, the bartender asks politely for a credit card to be guarded as
security.
3. Drink order is first placed in the
computer and then being executed.
4. Drink is placed on beverage napkin in
front of guest or given into hand if guest is standing further away from
the bar (crowded) or if he isn’t going to stay
5. Check is presented to guest if necessary.
Otherwise check goes together with the credit card of guest and is being
held for additional consumption.
6. When a table guest asks for the check,
present the check before you run the credit card
7. When approved authorize card, present
with pen in the check folder, give your sincere thanks.
8. After order is taken, bartender asks if
guest wants to run a tab or pay as he goes with each round. If guest wants
to run tab, the bartender asks politely for a credit card to be guarded as
security.
9. Drink order is first placed in the
computer and then being executed.
10. Drink is placed on beverage napkin in
front of guest or given into hand if guest is standing further away from
the bar (crowded) or if he isn’t going to stay
11. Check is presented to guest if necessary.
Otherwise check goes together with the credit card of guest and is being
held for additional consumption.
12. When a table guest asks for the check,
present the check before you run the credit card
13. When approved authorize card, present with pen in
the check folder, give your sincere thanks.
Closing Side Work
(See opening side work)
Opening Side work
- Fill up
with polished glassware
- Bring in
all beverage (wine, liquor, juice, beer etc.) as per requisition sheet
given by bartender
- Set up food station (folded napkins,
appropriate silverware)
- Service bar with ice
(downstairs)
- Get all
condiments ( olives, onions, cherries, citrus fruit ) from the dry
store
- Prepare
glasses for specialty drinks
- Set up kegs
for beers and sodas
- Prepare ice
cubs for ice tea (ice tea in ice forms)
Steps Of Service
1. Keep glass shelf’s filled up, with all
glasses required
2. Keep ice boxes filled
3. Since bartenders shouldn't leave their
station, bareback is responsible to get bread, butter, food, coffee,
etc.
4. All sedan and keg
upkeep
5. Keep your station tidy at all
times
6. All dirty specialty glasses that come to
the bar need to be washed and polished behind the bar (dishwasher
installed )
7. Assume busboys responsibilities, by
clearing food from guests eating at the bar ( if possible from the outside
of the bar )
8. Serve food, coffee and tea from the
outside if possible
9. When there is nothing to do, don't stay
behind the bar, but move between the inside and outside and keep in eye
contact with the bartender
Closing Side Work
- Leave your
station clean
- Set up for
food, beverage and glasses should not be empty just before you
leave
- Communicate
with the bareback to come (only morning to evening) about the situation
behind the bar
- Check out
with the manager
- Refill the
Finlandia vodka jars on the shelves
- Prepare ice
tea cubes for morning shift
The runner is the key to Kellari Taverna’s system
of food delivery. The runner acts as the liaison between front and back of
the house, and is the direct conduit from Chef to server. It is imperative
that the runners operate in “synch” with the kitchen and dining room and
help to maintain continuity between front and back of the
house.
Responsibilities
-
Efficient
and prompt completion of all necessary mis-en-place. This includes the
Chef or manager when additional supplies are needed by front or back of
the house.
-
Know all
menu items including ingredients as well as presentation. This includes
knowledge of the correct garnish for every dish. The runner is the point
of quality control before food leaves the kitchen. As such, the runner
should not hesitate to show the Chef or expedite food which is improperly
plated, incomplete, or below Kellari Taverna’s
standards.
-
Knowledge
of correct procedures and accouterments needed for the proper service of
every item on the menu, including dessert. This includes ladles for soup,
appropriate toast points for smoked salmon, pates, etc. and all necessary, appropriate garnishes.
-
Responsible
for ensuring that all trays are complete, with correct number of plates,
extra dishes, soup bowls, under liners, etc. Also responsible for
ensuring, as often as possible for ladies’ dishes. They are stacked up at
the top, allowing easy access for the servers.
-
Know all
table and seat position numbers in the dining room.
-
When
running food to tables, please yield to guests walking through dining
room. Never cut off someone to serve food. Our guests always have the
right of way.
-
Never place
food down before a guest without insuring that they have the proper
utensils. For example, a soup spoon for the soup should be on the table
before the soup arrives.
-
When
placing dishes down before your guests, please say the name of the dish.
For example, “Madam, here is your Tuna Tartar”.
-
Determine,
through consultation with the server, the nature of all special requests,
and the ability to quickly and clearly explain that information to the
Chef.
-
Help out
any team member as needed in any capacity to ensure smooth and efficient
service.
-
Expert and
professional completion of all necessary closing
mis-en-place.
-
Assist in
training of new hires.
-
Know the
exact job functions of the runner and busman, and be able to perform each
of these jobs when necessary.
-
Review how
to use the cheese grater & pepper mill. The pepper mill is part of
your uniform.
Opening Side Work
-
Make sure
all trays are clean and free of debris before going into the dining
room.
-
Dollies,
plates, trays cleaned
-
Under liner
set ups
-
Steak
knives
-
Plate
wipers
-
Covers
-
Butters
-
Ice for
Bain Marie garnish station
-
Soup Bain
Marie area
-
Shell fish
set ups (Raw Bar food)
-
Side towels
to run plates with
-
Run liquids
for kitchen staff
-
Resetting
kitchen for next day or next service
-
Run dirty
and clean plates
Closing Side Work
(See opening side
work)
Responsibilities
Opening side work
(See busmen duties)
Steps of Service
1. Scout all side stations for full bus tubs
or glass racks to be delivered to kitchen
2. Maintain trays with ready to go
silverware for waiters and busmen
3. Keep all stations in your area “stocked”
with silverware, glasses, bread and butter dishes, etc.
4. Bring full bus tubs to kitchen and “break
them down”
5. Replace the taken bus tub with a empty
one
6. Make sure there are always a stack of two
bus tubs so that if you remove one, there will be one
left
7. Never go into or out of the kitchen empty
handed
Closing side work
(See busmen duties)
Responsibilities
-
Availability to work with a changing
schedule
-
Do a job
once and do it correctly
-
Lift and
transport heavy trays or containers safely to another
spot
-
Keep your
uniform clean and pressed
Opening Side work
-
Stock
linens (table clothes, napkins, cleaning towels)
-
Cut
bread
-
Fill and
stock butter with paper on top
-
Clean and
polish silverware
-
Fold (a
bundle) of 50 napkins per night per bus person
-
Stock clean
glasses in stations
-
Stock and
clean bread and butter dishes in stations
-
Clean, fill
and place water pitches in stations
-
“Spot
check” dining room sections and side stations prior to opening for last
minute sweeping or vacuuming needs
-
Wipe down
foot or hand plates on door
-
Clean any
glass in or near your section
-
Make sure
trash cans in your station are empty and clean
-
Make sure
you have a clean, empty linen bag ready in its proper station for your
shift
-
Stock clean
ashtrays in station
Steps of Service
1. When guest sits down, immediately bring
and present bread and butter to table
2. Keep in touch with your waiter to find
out about tables choice of water
3. Serve water if waiter requests it (watch
and maintain water levels at 2/3 throughout meal)
4. Always watch your tables for empty
glasses or dirty ashtrays to be removed
5. If you are going to remove a dirty
ashtray bring a clean one with you and place it on top of the dirty one,
remove both ashtrays atop of each other together and place the clean one
back on to the table immediately
6. Throughout the meal, watch your table for
signs of needing assistance or cleaning
7. Clear all plates after confirming with
your waiter as far as 1-2-3-4 course meal being eaten by
guests
8. Never clear a table unless everyone has
finished their meal completely
9. The only exception to this rule is if a
guest requests to have their plates removed
10. At all times keep your eyes on all of
your tables for service needs
11. Constantly stay in motion on the floor to
aid your tables or sameness tables
12. Only remove soiled utensils, glasses and
plates from table between courses
13. When meal is over, remove everything form
table except full wine, drink and water glasses
14. With a clean bread and butter and
crumber, clean your table thoroughly with careful gestures and gracious
respect for your guests
15. Replace (if necessary) guests drinks 2/3
of the way into the center of the table in front of each
person
16. When guest depart table, immediately
clean dishes, cups, glasses, etc. into available bus tub or
tray
17. Re-set table as safely and rapidly as you
can
18. Spot check seats for crumbs to be brushed
off
19. Check around and under table for loose
napkins, dropped food or fallen silverware
20. At all times, keep you eyes on your other
tables for bussing needs or assistance
21. Constantly watch your waiter for hand eye
or body language signals to help or assist them
22. Always keep your station clean and well
stocked
23. Always keep your water pitcher filled and
ready for use
24. Never walk into the kitchen empty
handed
25. Never leave the kitchen without carrying
something in the direction you are going
26. Please make a serious effort to leave
things in their proper places to always be ready for you or your neighbor
to find and use
27. If you find something out of place,
please have the pride, responsibility and work ethic to fix
immediately
28. TAKE INITIATIVE, always be “helping”,
“fixing” or “cleaning” something (If we all do this, all of our jobs are
made quicker, easier and more efficient)
29. Every week at some point, every “bus
person” will rotate into a “bus runner” for the designated shift or shifts
of that way
30. Change paper on table for
dessert
Closing Side
Work
- Stock
stations for next shift: glasses, silverware, bread and butter dishes,
linens, etc.
- Fold a
bundle of 50 napkins for next shift
- Stamp 125
tablecloths (paper) with KELLARI TAVERNA logo and store in proper
place
- Wrap up all
butters and condiments pertaining to your job
- Empty all
side trash cans and linen bags to be ready for next service
shift
- Make sure
your section (tables) is clean, set and crumbed for next
shift
- Clean your
side station to leave it ready for next shift
- Stay in
full uniform until you leave the building
- Always
remember to punch out as you leave
Greek:
Greek
Coffee is imported from Athens. It's a sweet blend of Brazilian coffee
and chicory. If you've been to Greece you know exactly what I mean -
there's nothing like it anywhere else in the world. Its made the same way
as Turkish coffee, in brikis, but of course the Greeks would never call it
Turkish.
The briki was
originally designed to brew coffee in hot sand in the desert, but a stove
top will do fine. First fill the briki 2/3 full with water, add sugar to
taste (if you like your coffee sweet) and top it with a heaping teaspoon
of finely ground coffee. The coffee seals the narrow top creating an oven
effect. As the water begins to boil it will foam up through the coffee.
Let it foam up three times. Stir. Pour slowly into two small demitasse
cups and it's ready for savoring. Pay attention to the foaming. It is the
skill part of the process. If you don't your briki will become volcanic
and deposit your Greek coffee on the sand....what a loss and what a
mess.
How Much Coffee, How
Much Water
Small
briki (single demitasse cup)
3 oz plus of water
1
level teaspoon of sugar
1 heaping teaspoon of Greek Blend
1 pinch of
salt (for hard water only)
Large
briki (two or three demitasse cups)
12oz of water
3 level
teaspoons of sugar
3 or 4 heaping teaspoons of Greek blend
1 pinch
of salt (for hard water only)
If your coffee
boils in the briki it means there is not enough coffee. There should be
coffee foam at the top. For the larger briki you should just experiment
with varying coffee quantities using the above suggestions. Preparing
Greek coffee is more about your personal taste than reading directions on
the box. Relax and enjoy the process. If you’ve got further questions, you
might need to chat with the manager.
How to Pour Greek Coffee
When pouring into
your cups pour the foam first and quickly, then slowly pour the rest
allowing the coffee grounds to settle at the bottom of the briki.
For more than one
serving spoon a little foam into each demitasse before pouring the
coffee.
Espresso:
Espresso is a fine concentrated coffee
drink made by forcing extremely hot water through finely ground coffee
beans. It is either drunk alone or used as the base for all other espresso
drinks.
There is no room for error in the drawing of
a good shot of espresso. A properly drawn espresso should measure one and
one half ounces of brewed espresso. Giving a customer a longer espresso
more than 1 1/2 ounces (allowing more water to pull through the group) is
not acceptable unless the customer specifically requests it which they
almost never do. A long-pulled shot of espresso will result in an over
extracted and bitter drink that “doesn’t taste good”. It is a lot of a bad
thing instead of a few sips of a very good thing, which espresso is meant
to be. If a customer complains about the size of his drink, the above
should all be explained to them.
To make an
Espresso:
1. Dump old grounds out of grouper (metal
pot holding espresso) by banging grouper against wooden block attached to
garbage can near espresso machine.
Be sure metal screen
from grouper doesn’t fall into garbage. If it does, clean screen off and replace in
grouper. Also please advise manager that the grouper spring is not
tight.
2. Place semi-cleaned grouper under head and
turn on to let water flow over the grouper. This does 2
things:
a) it cleans out grounds left in grouper
b) it cleans out grounds left in machine head filters.
If the above step is not
done, old grounds left in the grouper & head filters will make a bad tasting bitter espresso.
3. Now that the
grouper & head are clean, place grouper under coffee bean grinder and
fill grouper. By pulling the lever on the grinder once the
lever has been calibrated to dispense the exact amount of ground coffee
into the grouper. That’s one pull for one espresso.
Temper (tamp) coffee
firmly into grouper by pressing down on temper - not too hard but
firmly.
4. The grouper is then
put firmly into the head of the machine and the espresso is drawn.
If a free pull machine is being used, it should take approximately 15
seconds to produce 1.5 ounce shot of perfect espresso. A
perfectly pulled espresso will fill out our espresso cups 1/2 full.
To practice, espresso shots should be pulled into
clear 1 1/2 oz. shot glasses. Properly pulled espresso will be light brown
at first, as the crema filters to the top. After a few seconds, the shot
should be very dark at the bottom but covered with a thick head of crema
that coats the side of the glass. The shot should be served immediately or
used in another drink within a minute or two. If espresso is allowed to
cool before being used in a drink it will become bitter.
Note:
When a customer orders a cappuccino you are to offer a choice of cinnamon
or fresh chocolate shavings.
Cappuccino:
Cappuccino, properly prepared, is made from approximately
equal parts espresso (2.0 oz.), steamed milk (2.0 oz.), and foamed milk (1
inch). Espresso is poured into the bottom of a cup, followed by the
steamed milk and topped off with the foam.
The foam from the milk should cover the top of the
drink, leaving none of the brown visible. The foam is what customers buy
cappuccino for, and therefore as much care should be taken with it as was
taken with the espresso. There should be no large bubbles, and the foam
should be thick but not stiff. Stiffness shows that the milk was sitting
around for a while and not made expressly for that customer. Thin foam
that does not quite cover the drink shows that the coffee person does not
know what he or she is doing and will disappoint the customer.
To Make a
Cappuccino:
-
(To steam milk) First open steam valve for 2
seconds to let out the built up water inside the tube, then pour cold,
fresh milk into a steel frothing pitcher. Fill the pitcher half way or
less, as the volume should double. Hold the pitcher with the nozzle
below the surface of the milk, and turn the steamer on all the way.
Lower the pitcher so that the tip of the nozzle is just at the surface
of the milk. As the milk rises, lower the pitcher to keep the nozzle at
the surface. Keep a close eye on the temperature (taken with a pen
thermometer clipped to the pitcher. The temperature should never go
above 160 degrees. If it does, even just by a few degrees, pour out
the milk, rinse the pitcher, and start again. With whole milk, the
coffee person should shut off the steam at about 155 degrees, as the
temperature could rise another five degrees after the steaming stops.
With skim milk, the steam should be shut off at about 145 degrees, as it
may rise another ten degrees and is easy to scald.
-
Once the milk is steamed and foamed, the pitcher
should be put down for 45 seconds to a minute to let the form settle. If
there are large bubbles on top of the foam, remove them. As long as the
thermometer registers between 140 and 160 degrees at this point,
the milk is ready to go.
-
Only after milk is steamed should you begin to
pull espresso for your cappuccino. Follow the espresso making
instructions expect that for cappuccino you will dispense 2 oz. of
espresso into a creamer which will fill just below the neck
line.
-
Pour pulled espresso 2oz into cappuccino cup.
The steamed milk is poured on top, while holding the foam back with a
spoon. Then the foam is poured or scooped on top carefully. Tap a small
amount of cinnamon or chocolate shavings according to customer requests
(be sure to ask them when taking the order) on top and serve with an
espresso spoon and sugar on the side.
To make one cappuccino you need 2.0 oz. of steamed
milk, and 1inch foam. Use a creamer as your measuring cup for the
espresso. Fill creamer to just below the neckline.
How To Make Brewed
Espresso (For Summer Iced Coffee Drinks):
-
Using Illy ground espresso, take 3 espresso
cups filled to the top with Illy ground espresso
(approximately 3 1/4 oz), place in a regular coffee filter and brew the
same way you do regular coffee.
-
Use a regular coffee pot (to hold made espresso)
then place in pantry lowboy 6 door refrigerator or transfer to a small
metal coffee dispenser (ask manager) placed on the top shelf inside the
6 door pantry refrigerator or on shelf above coffee make-a (ask
manager).
-
Be sure last waiter at night leaves leftover for
prep kitchen. Leave in bain marie on prep kitchen table.
-
VIP AM waiters must make fresh brewed espresso.
PM waiters take it as needed.
How To Make Iced
Espresso:
- Fill wine glass with ice.
- Fill glass to 7/8 with pre-made cold
espresso.
How To Make Frozen
Espresso:
- 2 scoops of frozen espresso ice in wine
glass.
- Fill glass to 7/8 with pre-made cold
espresso.
Please note:
Iced cappuccino and frozen cappuccino can also be
made with a scoop of vanilla ice cream in place of the ice or frozen
espresso ice, which it comes with.
At computer ring in the iced or frozen cappuccino
order then hit PLU# 635 “with ice cream” there is and additional cost of
$1.00 for ice cream.
How To Make Iced
Cappuccino:
Make a serving of
espresso, or use pre-made cold espresso form urn in pantry
refrigerator.
-
Fill glass with ice.
-
Then fill glass 1/2 way with cold milk over the
ice.
-
Pour in cold espresso.
-
Steam a small amount of milk in a separate
container and “spoon” the foam onto the top of the
espresso.
Tap a small amount of
cinnamon or chocolate top and serve with sugar and spoon on the side.
How To Make Frozen
Cappuccino:
- 2 scoops of frozen espresso ice in wine
glass.
- Pour in cold pre-made espresso from URN in
pantry refrigerator.
- Fill 3/4 of the way up.
- Top with whipped cream and
cinnamon.
- Do not over fill glass with coffee or whipped
cream. You will have a mess on your hands if you do and also not
be able to serve it.
How To Make
Moccacchino:
- Pour steamed milk into cappuccino cup and fill
to 3/4 of the mug.
- Add Cocoa - mix 1/2 package and stir until
blended.
- Top off with steamed milk to cover with foam as
in making a regular cappuccino.
- Top with cinnamon or chocolate
shavings.
-
Special Coffee
Drinks:
- Cafe Francaise - Esp. with Brandy
- Cafe Mexicano - Esp. with Kahlua
- Cafe Romano - Esp. with Sambucca
- Cafe Presidentiale - Esp. with Grand
Marnier
- Cafe Assisi - Esp. with Frangelico
- Cafe Greco - Esp. with Ouzo
- Cafe Jamaican – Esp. with Tia Maria and a light
rum
- Cafe Dante - Esp. with Amaretto
- Cafe Belgium - Esp. with Creme de
Cocoa
- Cafe Chocolino - Esp. with Chocolate Mint
Liqueur
- Cafe Espresso
Responsibilities
- Always
greet our guests with a SMILE and with the words: HELLO, GOOD (Morning,
Afternoon, or Evening). And please say “Goodnight and Thank
You”.
- Do not allow guests to walk through the
dining room unattended. Always escort them to the table or restrooms, even
if they see their party seated.
- Please do
not hang on or lean against the podium. It is unattractive and sloppy. It
makes you look bad!
- Responsible
for mood and music of restaurant.
- You are
responsible for your own schedule changes
Opening Side
Work
- Clean menus
with a clean damp cloth & check dates for latest
version
- Organize
desk
- Wipe
telephones with alcohol or spray with Lysol
- Sharpen 3
pencils
- Stock 6
wine glasses at podium along with 2 service trays
- Refill all
business cards and advise manager if supply is low
- If you find
we are low on any supplies (business cards, daily sheets, floor plans,
envelopes) make a list and present to a manager.
- Have a
bottle of glass cleaner available and inspect glass doors and
windows.
- Prepare
music mood/volume for shift
Steps Of
Service
Greeting the
guests
1. Approach and welcome guests with a smile.
A smile states, “I’m glad you’re here,” without uttering a
word.
2. Make the appropriate verbal greeting
(“Good morning”, “Good afternoon”, “Good evening”)
3. Assist guests with coats and
packages
Seating
guests
1. Seat ladies before gentleman; older
ladies before young ladies.
2. Give the ladies the best
view
3. After guests have seated, hand menus
to
4. Smile again and return to
podium.
Closing Side Work
(See opening side work)
Seating Guest
Technique
1. Pull out the best seat - for example, the
seat facing a window with a view or the room.
2. Offer the seat to a lady in a party of 2
or the eldest lady in the party.
3. Assist the other ladies with their seats
if the men in the party are not assisting them.
4. At the wall tables, pull the table away
from the banquette or sofa seat so the women in the party can gracefully
seat themselves.
5. Return the table parallel to the wall,
then seat the men.
6. If there are not enough chairs for the
party, bring the nearest unoccupied chair(s) to the table for the standing
guest(s) to be seated.
Answer the phone with a smile within 2
rings:
“Good morning/afternoon/evening, Kellari Taverna,
this is Judy, may I help you?” This is the standard manner of answering.
The Hold Button
If there is more than one line ringing at once,
answer with a smile, “Good morning/afternoon/evening, Kellari
Taverna, may I put you on hold?” Do not leave any caller on hold for
more than 30 seconds. Return to the caller with, “Thank you for holding, how may I help you?”
Taking
Reservations
Answer the phone in the standard manner. When the
caller indicates they want a reservation, ask if this will be their first
visit to the restaurant. Obtain this and the following information, using
complete sentences:
-
Will
this be your first visit?
-
For what
day & date would you like it?
-
What
time would you like?
-
How many
guests will there be?
-
In what
name would you like the reservation? May I have the initial of the
first name? (If you have
any doubt about spelling, ask, “Would you please spell that for
me?”)
-
May I
have a daytime phone number?
-
“Will
you prefer smoking or non-smoking?”
Make a note of any special requests - birthday
cake, specific table/server, etc.
Repeat all reservations information back to the
caller to insure accuracy:
“I have a reservation for the Smith party on
Wednesday, Feb. 1, at 6:00 p.m., for 2 people at a non-smoking table. Our
policy is to hold the table for 15 minutes. If you are running late please
give us a call. We will make the necessary adjustments to accommodate you.
My name is_____. Thank you for calling, and we look forward to seeing you
at Kellari Taverna.”
If you do not have a table available for the
desired day/time, tell them:
“I’m sorry but we’re fully committed for that
day/time, but do come in, we still would love to have you. Our wait is
approximately 20 minutes and you’ll be taken care of. But please come
in.” If this is not acceptable to
the guest, end the call by saying, “Thank you for calling, and we hope
to see you at another time in the near future.”
Confirming reservations: according to your
restaurant’s policy, WE will always call back to confirm guest
reservations. Never tell a caller to call back and confirm
his/her own reservation.
Calls For
Manager/Chef
When a call comes in during a meal period for a
manager chef, answer with, “He/She will be available after (give a
specific time) - would you like to call back then?”
If the caller wants to leave a message, take
his/her name and number, and note the date and time of the call. Thank the
caller for calling. If the call comes in between busy periods, use the
standard greeting, and ask, “May I tell him/he who is calling? May I
put you on hold?” Wait for the caller’s answer, then put them on hold
and locate the manager/chef.
Your restaurant will have a PPX/Client list of
persons who, if they call for a manager, should be responded to by either
taking a detailed message or finding the manager right away.
Banquet
Inquiries
If the caller is asking for banquet or group
dining information, try to transfer the call to our banquet department. If
this is not possible, take the caller’s name and number and tell them that
someone from our banquet department will call them back by the close of
the day. Be sure to give the caller the contact name and direct number to
banquet department.
Guest
Complaints
If the caller is a guest who indicates he/she has
a complaint, say, “One moment, please, let me get the manager for you.
I know he/she will want to hear what you have to say, may I put you on
hold?” If there is no manager available to take a call, listen to the
guest’s comments and write down the essential details, take the guest’s
name and number, and inform them that the manager will be returning their
call within the hour. Thank the guest for calling.
Calls For General
Information
You must be prepared to answer requests for
general information, including the examples listed below. Please
familiarize yourself with the "FREQUENTLY ASKED QUESTIONS" in this guide,
to allow you to provide correct information to your
caller.
As an employee of
Kellari Taverna, we will pay your compensation on an hourly basis. All
tips are to be turned over to the house via locked tip box placed at your
counter. You will be given new and numbered coat check tickets at the
beginning of each shift. You will be accountable for the tickets at the
end of your shift.
Procedures.
You are expected to arrive at the restaurant
at 11:00 am for Lunch and 5:00 pm for Dinner. Report to the Manager on
duty immediately to note your presence. You are expected to clean and
organize the checkroom as well as the area in front of it. Once the meal
period begins, you should be stationed in or at the front of the room at
all times. If you need to leave temporarily, a manager must be informed
and the room secured before leaving. After the last guest has left, you
should proceed to clean and prepare the checkroom for the next dining
period. After this is completed, notify the manager to account for all
tickets issued as well as any articles left behind. Please sign and have
manager sign a daily Coat check-Summary-Sheet including a list of all
items unclaimed.
Remember, it is
essential to maintain a pleasant demeanor and a smile when greeting
guests.
During your shift you
will rotate between the hostess stand and the coat check room with the
other coat check person on duty. Make sure that one of you is in sight of
the coat check room at all times.
Upon guest
arrival
-
When there
are no guests at the checkroom, you are expected to be outside of the
checkroom, near the entrance, so that you can offer your service
immediately upon their arrival.
-
With a
genuine smile, you should say "Good morning/afternoon/evening and welcome.
May I check your coats (bags, etc.) for you?"
-
Offer to
help them with their coats. The eldest lady first and then the younger
lady. If the man or men have not removed their coats by then, you should
also offer assistance.
-
If there
are any furs or extremely valuable garments, they are asked to sign a fur
register (which you should have on hand). You should note the following:
ticket #, their full name, address and telephone#, any identifying marks
or description and have them sign on the appropriate
line.
-
A separate
ticket should be given for each hanger used as well as a separate ticket
for any bags. Scotch or masking tape should be on hand to attach the
tickets. Upon giving them their tickets, we suggest you direct them to the
Maitre'D stand.
Upon guests
departure
-
Before
retrieving any fur coats, have them sign out on the fur registration form
and match signatures. Be extremely careful identifying their
garment, by double-checking the information on the registration
form.
-
When time
permits, you should offer to help them with their coats. We now suggest
you say "Thank you for joining us and have a good
day/afternoon/evening".
-
All tips
received are received with a "Thank you" and put it into the tip slot.
There are no EXCEPTIONS.
During slow periods or
between reservations times you will be expected to help keep the entrance
tidy and to be alert to any guest that comes in your area that needs
assistance (i.e. directions, information, etc)
Please
note:
Your are usually the
first and last person the guests sees in our restaurant and that is a
critical part of their hospitality experience. Please understand and be
conscious of that responsibility.
SMILING and being helpful to the guests is paramount in our goals of
success.
WHERE ARE YOU LOCATED?
19 West 44th Street, New
York NY 10036 212-221-0144
WHAT TRAINS ARE CLOSE BY?
The F, at 53rd and Madison or 6,
at 51st and Lex
HOW
LONG HAVE WE BEEN OPEN?
The restaurant opened February
2006.
WHO
DESIGNED THE RESTAURANT?
Yiannis Skordas
WHERE CAN I FIND PARKING?
Thereis a near by parking garage. 145 West
44th Street right next to the restaurant.
WHAT TYPE OF FOOD DO YOU
SERVE?
Greek Mediterranean Seafood
WHAT
IS YOUR PRICE RANGE?
Appetizers range from $ 6 to $ 12 and entrees
range from $ 17 to $ 28.
DO YOU TAKE
RESERVATIONS?
Yes, and we always encourage you to make them in
advance. All reservations must have a phone number and must be initialed
by the person who has taken the reservation.
CAN I BRING MY OWN WINE?
Yes, as long as it’s not a wine on our list. There
is a $10 per bottle corkage fee.
CAN
I BRING MY OWN CAKE?
Yes. There is a $ 2 charge per
plate.
WHO DOES YOUR FLOWERS?
Major Flowers
WHERE IS YOUR NEAREST
ATM?
Chase Manhattan Bank at 100 West 57th
Street.
ARE
YOU HANDICAPPED FRIENDLY?
Yes.
ARE YOU CHILDREN FRIENDLY?
Absolutely, we are a family style restaurant with
booster seats and high chairs available upon
request.
IF A CUSTOMER ASKS YOU A QUESTION THAT YOU
CANNOT ANSWER OR ARE NOT SURE OF ASK A MANAGER.
-
When
telling daily specials to a table, include prices only if the item is more
expensive than the most expensive appetizer or entrée on the
menu.
-
Describe
all oysters to table during specials and identify when
delivered.
-
When
offering wine by the glass, tell the customer the different varieties and
vineyard. (Bottles are also available for wines by the
glass)
-
ALWAYS
offer bottled water, sparkling & still. Tap water is offered, after
the guest declines bottled water.
-
There are no free refills on soda or iced tea.
-
Always
serve glasses from the stem or bottom. NEVER touch the rim of the
glass with your hands.
-
Use a tray
for all beverage service.
-
Have share
plates on the table before food arrives.
-
When
clearing a table, be as quiet as possible stacking plates. Busboy
will carry the dishes to the kitchen or bus station. Use a crumber
to clean table.
-
No eating
or chewing gum on the floor. EVER!
-
No using
the payphone during service.
-
No
“clumping” & talking during service. Be in your station at all
times.
-
When taking
meat temperatures, make sure to describe our temperatures to the
customer.
-
Have extra
plates ready for lobster shells & always serve a hot towel & lemon
at the end.
-
Tea,
cappuccino & espresso MUST be offered before regular
coffee.
-
Upwelling
is a MUST!!
-
When
serving Martinis, pour ½ and leave the shaker on the
table.
-
Always
maintain tables. You must constantly scan for dead glassware,
etc. Always remove excess condiments, corks, etc.
-
When
serving ramekins, use B&B plate with a spoon.
-
Always ask
for help.
-
When it
is someone’s birthday, you must sing with at least three other
people.
-
Use silver
pots for coffee refills.
-
There is a
$ 2.00 plate fee per person if a table brings in their own
cake.
-
For lunch,
drop the check with dessert or coffee. For dinner, drop when asked by
customer or if instructed by manager.
-
If a table
sits long before ordering, let a manager know.
-
If food
takes a long time to come out of the kitchen, let a manager know. (12 min
for apps, 25-30 min for entrees, 5 min for desserts)
-
When
ordering at the service bar, do not shout out the bartender’s
name.
-
There are
NO food minimums.
-
Checks MUST be signed before getting a credit card
approval.
-
Always use
the phrase “behind you”.
-
To go items
must be wrapped in a plastic bag before it is put into a shopping
bag.
-
Return
trays to coffee station and bar.
-
Remember
you running side work and DO IT!
-
Managers
will inform you of all VIP’s. Act accordingly.
May I have the check or
bill?
Spanish: Por favor me puede dar la cuenta o el
cheque?
Bengali: AMI KI AMAR CHECK PETE
PARI?
I am finished.
Spanish: Ya acabe.
Bengali: AMAR SHAS.
Can you get my waiter?
Spanish: Puede llamar a mi
mesero?
Bengali: APNI KI AMAR WAITER KA DEKE DITE
PAREN?
That’s enough.
Spanish: Es suficiente.
Bengali: AE JOTHES-TO.
I am not done yet.
Spanish: Aun no he terminado.
Bengali: AMAR A-KHAN-O SHAS HOY
NAI.
May I have a knife / fork /
spoon?
Spanish: Me puede traer un cuchillo / cubierto /
cuchara?
Bengali: AMI KI EKTA CHAKU / KATA CHAMOCH /
CHAMOCH PETE PARI?
This is not what I ordered.
Spanish: Esto no es lo que
ordene.
Bengali: ETA SHETA NOY JA AMI ORDER
KARECHI.
Can you wrap this for me?
Spanish: Me puede envolver esto?
Bengali: APNI KI AMAKE ETA BEDHEDITE
PAREN?
May I have another soda / wine / beer /
drink?
Spanish: Me puedes traer otra soda / vino /
cerveza / trago?
Bengali: AMI KI AREKTA SODA / WINE / BEER / DRINK
PETE PARI?
I will get your waiter.
Spanish: Yo encontrare a su
mesero.
Bengali: AMI APNAR WAITER-KA DEKE
DICHI.
Excuse me.
Spanish: Permiso.
Bengali: MAF KARBEN.
Have you finished?
Spanish: Ha acabado?
Bengali: APNI KI SHAS
KORECHEN?
Would you like some fresh
pepper?
Spanish: Le gustaria pimiento
fresco?
Bengali: APNI KI KICHU FRESH PEPPER
CHAN?
Can I get you anything else?
Spanish: Le puede traer alguna otra cosa?
Bengali: AMI KI APNA JANNA AR KICHU KORTE
PARI?
May I take you plate?
Spanish: Puedo coger su plato?
Bengali: AMI KI APNAR PLATE – NIA JETE
PARI?
Enjoy your meal.
Spanish: Disfrute su cena.
Bengali: APNAR KHABAR UPAVUG
KARUN.
He music is too loud.
Spanish: El volumen de la musica e muy
alto.
Bengali: GAN TA KHUB JURE
BAJCHE.
The table is wobbling.
Spanish: Mi mesa se mueve mucho.
Bengali: AMAR TABLE TA
NORCHE.
I am going to take this
home.
Spanish Me voy llevar esto a mi
casa.
Bengali: AMI ATA BARI NIA JETE
CHAI.
Have a good night.
Spanish: Que pase buenas noches.
Bengali: SHOVA
RATRI.
This plate is hot.
Spanish: Este plate esta
caliente.
Bengali: AE PLATE-TA
GAROM.
Would you like more bread /
water?
Spanish: Necesita mas pan o
agua?
Bengali: APNI KI AR RUTI / PANI
CHAN.
May I have sour cream / butter / mayo / more
sauce?
Spanish: Me podria traer crema / mantequilla /
mayonesa / mas salsa?
Bengali: AMI KI TAK CREAM / BUTTER / MAYO / SAS
PETE PARI?
May I have olive oil / balsamic vinegar / balsamic
vinaigrette?
Spanish: Me podria traer aceite de olivo / vinagre
/ vinaigrette? (Balsamic vinaigrette es una combinacion de olivo con
vinagre.)
Bengali: AMI KI OLIVE OIL / VINEGARR / BALSAMIC
VINAIGRETTE PETE PARI?
May I speak to the manager?
Spanish: Podria hablar con el
manager?
Bengali: AMI KI MANAGER-AR SHONGE KOTHA BALTA
PARI?
May I have a toothpick /
chopsticks?
Spanish: Me podria traer un palillo / unos
palillos chino?
Bengali: AMI KI TOOTHPICK / CHOPSTICKS PETE
PARI?
Can you light my candle?
Spanish: Podria encender mi
vela?
Bengali: APANI KI AMAR MOMBATI-TA JALIA DITE
PAREN?
Domaine Pastou, Sancerre Le Boucaults “Vieille Vignes” Loire, France
100% Sauvignon Blanc. This single vineyard, old
vines cuvee is a great example of Sancerre from the Cher region in Loire
Valley. Clean refreshing with crisp acidity and rich zesty sauvignon
fruitiness. This wine has a subtle earthy, flinty-mineral quality which
can be attributed to the soils which are a high mineral chalk. A classic
match with goat cheese, it also matches well with
crustinies.
Luc Choblet, Muscadet Sur Lie, Loire
Valley, France
The muscadet area is known for making inexpensive
delicious wines from the grape Melon de Bourgogne. These wines are left to
age for a longer than usual period with their skins (Sur-Lie). The result
is a intensely aromatic wine with a enthralling crispness. This wine is
classically matched with oysters, its also wonderful with fresh
seafood.
Pinot Noir, Ramsay “Lot 9” Napa,
California
Pinot Noir is the great grape that makes the great
wines of Burgundy. Ripe, sweet, cherry-raspberry nose with a soft silky
finish are the hallmarks of well made pinot’s. This wine is made by the
legendary Kent Rasmussen. It’s a small lot pinot named for his daughter
Ramsay. Pinot’s are very versatile with food. Because of there soft light
character, the can be paired with fish and
poultry.
Paul Blanck, Pinot Blanc d’ Alsace 1998,
France
A dry, flavorful, and complex white from the
northeastern section of France. Elegant with slight apple-orange flavors
apparent on the bouquet, acidity is moderate on the finish, which is
clean. A true connoisseurs wine. Also it’s perhaps the driest of all
whites by the glass.
Olga Raffault, Chinon “Les Picasses” Loire,
France
An intense and rare red wine from the Loire
Valley, (which generally produces white wines). Earthy and intensely
flavored with a rich mouth feel and velvety texture this wine pairs well
with roasts and herb infused stews.
Hendry Zinfandel “Block 7”, Napa
Valley
It’s a labor of love with the Hendry family, this
is a small family winery responsible for making profound zinfandels. The
wines are un-fined and unfiltered, and they use no pesticides in the
vineyards. Ultra-ripe flavors of cassis fruit and black pepper leap
from the glass. Full bodied with a long finish. This wine should be paired
with intensely flavored dishes, grilled meats, etc.
Woodward Canyon Winery, Merlot 97, Washington
State
Rick Small, the wine maker at Woodward canyon is
one of the top wine makers in the country. The fact coupled with
outstanding vineyards produces on of the most profound examples of merlot
I’ve ever tried. Perfectly balanced, the wine is full of black-cherry
aromas and has an intense smoky, spicy finish.
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