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.

KELLARI TAVERNA SERVICE CREDO

Six Principles We All Live By

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.

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.

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.

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 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.

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.

Kellari Taverna (SERVICE SYSTEM)

Our front-of-the-house service system is made up of:
•        Busmen and Bus Runners
•      Food runners
•        Bartenders Service Bartenders and Bar backs
•        Servers
•        Hosts/Hostesses
•        Preservationist
•        Managers

Kellari Taverna (SERVICE TEAM)

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.

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:

Finding The Right Pace

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.

Communicating With Management & Improving Operations

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.

When You Are Having Trouble With Another Employee

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.

Critique Sheets

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.

OUR VOCABULARY

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.

•   “Are you still working on that?”
•   “Are you finished yet?”
•   “How is everything?”
• “Negative gossip about guests or coworkers.
•   “Do you want your change?” or “Should I bring you your change?”
•   “I don’t know.”
•   “No.” OR “You can’t.”
•   “I don’t like that menu item.”

•   “Certainly”
•   “It’s my pleasure.”
•   “Absolutely.”
•   “May I bring you anything else?”
•   “I’ll be right back with your change.”
•   “Please allow me to find out for you.”
•   “It’s a pleasure to have you with us tonight.”
•   “We’re glad you can join us this evening.”
•   “I hope you enjoy the show tonight/the rest of your evening.”

YOUR APPEARANCE

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
• Wear deodorant every day
• Colognes or perfumes should not be over-powering, if worn
• Jewelry and make-up should be tasteful
•   No facial piercing other than earrings
•   Please have clean teeth
•   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
•   Service staff with long hair has to have their hair pulled back at any time
•   You should never be seen smoking, eating or drinking by a customer

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.

YOUR UNIFORM

Sheeted order pad in a folder (to be approved by management), black click pens, Waiter’s corkscrew, Crumber, Kellari Taverna Matches

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.

If it is not possible to serve from the right, server in whatever manner is least disruptive to guest.

After serving beverages, offer to take food order.

Ladies first.

Use position numbers.

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.

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Check Presentation

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.

Thank Your Guests

a. Always say something when laying check down on table: “Thank you. It was a pleasure.”

Payment Process

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.

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SERVICE DESCRIPTION

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.

Setting Up Your Station And Side Duties

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.

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Pre-Shift Meetings

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.

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GREETING GUESTS

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.

Where Guests Sit

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.

When Guests Are Seated

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.

Greeting Guests Warmly

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.

Making An Offer

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.

When People Want To Change Their Table

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.

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DEVELOPING GUEST AWARENESS

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.

See Yourself As A Guide

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.

Things To Pay Attention To With Each Guest

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.

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MAINTAINING YOUR STATION AND TABLES

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

What to be aware of during the meal

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.

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BEVERAGE SERVICE (excluding Wine by the bottle)

Pouring Procedure For Beer

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.

If Guests Complain About Any Beverages

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.

When Guests Ask For Water

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”.

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COCKTAIL SERVICE

Cocktail Variety Overview

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?

Common Cocktail Terms Defined

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

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WINE SERVICE

Overview

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.

What You Need To Know

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.

Basic Service Pieces

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

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Taking The Order

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.

Retrieving The Order

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.

Presenting The Wine

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.

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Uncorking The Wine

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.

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Pouring The First Glass

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.

If Guests Complain About The Wine

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.

Pouring The Wine

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.

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Sparkling Wine Service

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.

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TAKING THE FOOD ORDER

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.

Making Suggestions

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.

Things You Need To Know About Every Dish On The Menu

• What it is and its ethnicity

• How it is prepared

• What it tastes like

• What goes well with it

• What other guests have thought about it (only if positive)

Things Our Guests Need To Know About Our Food

• We do everything from scratch.

• We use fresh, high-quality ingredients

• We take pride in everything we have on the menu

If You Do Not Know The Answers To Something

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.

How To Describe Dishes

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.

Assuming Responsibility

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?

Drink-And-Dessert Guests Only

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.

Special Order

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.

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Writing The Order Down

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.

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If We Are Out Of An Item

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.

Serving People Who Share

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

PICKING UP THE ORDER

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.

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SERVING THE ORDER

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.

Handling Silverware And Dishware

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.

And After The Food Has Been Served

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

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Checking Back

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

Clearing Plates

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.

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COFFEE, TEA AND DESSERT SERVICE

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 Serv ice

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.

Pouring Beverages

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.

Refills

We don’t charge for refills of regular coffee or hot water. We charge for everything else.

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HANDLING SPECIAL SERVICE PROBLEMS

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:

When Plates Do Not Look Their Best

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.

When We Have Messed Up And The Guest Has To Wait An Inordinate Amount Of Time

Inform the floor manager so that he or she can decide the appropriate response.

In Case Of Spills

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.

Guest Complaints

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.

How To Respond Initially

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.

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If The Guest Complains After The Plate Has Been Cleaned

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.

When The Guest Complains On The Way Out

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.

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Final Observations About Service

• 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.

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Presenting The Check And Collecting Payment

Overview

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

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.

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Presenting The Check

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.

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Adding The Gratuity For Large Parties

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.

When The Guest Wants To Pay By 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.

House Charges

There aren’t any. Ever!

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SPECIAL PAYMENT-RELATED PROBLEMS

When A Guest Can’t Pay The Bill

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.

When The Credit Card Company Denies The Card

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.

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When A Guest Leaves Without Signing The Credit Card Voucher

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.

Tax Exemption Checks

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.

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OTHER GUEST-RELATED ISSUES

If You Think You Have Been Under-Tipped

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.

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Unruly Or Intoxicated Guests

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.

Unruly Children

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.

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Stolen Items

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.

Lost Items

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.

In Case We Are Robbed

Don’t be a hero. Give them whatever they want.

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In Case Of A Medical Emergency

Inform your Manager immediately.

HAVING FUN AND MAKING MONEY

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.

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BARTENDER/COCKTAIL SERVICE

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)

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BAR BACK

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

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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

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RUNNERS

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)

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BUS RUNNER

Responsibilities

• Help the bus person

• Stay in constant communication with the bus person to establish needs as far as stock needed or help to be given....

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)

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BUSMEN

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

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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

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COFFEE MEN

How To Make Coffee

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.

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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.

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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.

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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.

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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.

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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.

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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.
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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

HOSTESS/HOST

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.

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RESERVATIONIST

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.

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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.

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COAT CHECK

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.

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FREQUENTLY ASKED QUESTIONS

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.

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THE DO’S AND DON’TS

• 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.

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BUSMEN “MUST KNOWS” (Translations)

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?

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WINE DESCRIPTION

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.