Responsible server handbook

Servers should be provided an opening and closing checklist as well as expected side work duties. Point-of-sale training. Your training program should allocate sufficient time for new servers to learn how to use the point-of-sale POS system.

Many restaurants rely on the POS system for kitchen timing, menu item sales mix, and proper guest check tabulation. Inaccurate check ringing can lead to havoc on the kitchen line, incorrect orders and dissatisfied guests. Server banking. Typically, many full-service restaurants that use POS have their servers ring and collect sales. At the end of the shift a report is run and the server turns in the cash and credit card vouchers collected. Proper instruction should be given to:.

Server checkout procedure. Tip split or sharing. Credit card procedure. Handling comps, discounts and "over-rings. Wine service. If you have an extensive wine list then wine most likely makes up a good percentage of your sales. Staff should be trained both in the knowledge of your list as well as the proper service technique for wine. Alcohol awareness training. Establishments that serve alcoholic beverages have a responsibility to provide their staff with the necessary training to responsibly sell and serve alcoholic beverages.

In the United States, most states require servers of alcoholic beverages to participate in a state-certified alcoholic beverage training in addition to the training they receive from their employer.

A good employer-sponsored program should include facts about regulations, the service of minors, the effects of alcohol, methods of detecting intoxicated patrons, intervention methods, a blood alcohol content BAC chart, a test for servers and a course completion certification. Safety and sanitation policies. Emphasis should be given to safety, security, and sanitation practices.

Typically these issues are addressed in the employee handbook. Your training program should include time set aside for review of your restaurant's policies and procedures. Create a Training Schedule It's important for a trainee to know how long the training period lasts and when they are expected to train.

The number of days or shifts for your server training program will be dependent upon several factors such as the complexity of your menu, your wine list, service procedure, server job functions, or POS training. Keep in mind, though, that servers work for tips; most can't afford to make minimum training wage for an extended period of time.

The schedule should follow the training procedure established in the training manual, ensuring that all phases of the training process can be completed in an orderly fashion.

Qualified trainer. One of the biggest mistakes you can make is to assign a trainee to an employee who has not been given proper instruction on how to train. When choosing trainers, select staff members who have patience, want to be trainers, are good at being a server, and are willing to teach according to a set of training guidelines rather than off-the-cuff methodology.

Trainer's guide. A trainer's guide can be a useful tool in helping the trainer stay organized and to ensure all of the training material is covered. At minimum the trainer's guide should provide a step-by-step process that coincides with the training schedule and the material in the server training manual. A more advanced trainer's guide might include in-depth "train the trainer" instructions that help the trainer to be more effective.

For instance, it might include an overview of various training techniques and how to apply your preferred training style to different training situations and content. Advice on how to deal with shy, anxious or even obnoxious trainees can be useful to the trainer as well.

The better you equip and "train the trainer," the better trained your new employees will be. Server training checklist. This form can be used to verify that all key training objectives established in the training manual and training schedule have been met.

It includes a list of activities in which you want your trainee to become proficient or to have completed. Typically both the trainer and trainee will sign off on each activity.

The example checklist below lists some activities commonly associated with server training programs. Put the Training to the Test No operator wants to put an untrained or undertrained server on the floor who won't be able to answer guests' questions or serve them efficiently. One of the best ways to ensure that trainees learn is to have them undergo testing for various phases of the training process.

Generic tests can be devised for general topics such as customer service, sanitation and safety, but, more importantly, each restaurant should devise short tests that are specific to their restaurant training program.

The tests can be as long or short as necessary, and they don't need to be complicated. If you don't have a testing system, recruit staff members to help you devise one. Rather than have one long test, consider creating a series of short tests for each phase of training. Some of the more common areas of testing include:. It is important that servers be able to answer basic customer questions like, "When did you open?

Menu descriptions. Dedicate a large portion of the training process to helping the trainee learn your menu and giving them the ability to describe it.

Fortunately, trainees can study your menu on their free time homework and then observe it during training. Create the test by using a combination of multiple-choice, essay, true-or-false, and fill-in-the-blank questions about your menu. Menu abbreviations. The increasing use of POS systems in restaurants has greatly reduced the need for servers to remember menu abbreviations. However, if you're still using handwritten guest checks for submitting orders to the kitchen or bar, then having a standard menu abbreviation list helps to prevent incorrect orders and reduce the time it takes a server to write the order.

Responsible alcohol service. Fortunately, there are a variety of generic tests available through alcoholic beverage regulatory agencies, state restaurant associations and companies that teach responsible alcohol service courses.

See below for more information. Table identification seating chart. This test is easily prepared by simply taking a seating chart and removing the table and station numbers from it. Have the trainee then write the table numbers and stations on the chart. Restaurant policies. A good way to make sure the trainee has read the policies and procedures listed in the employee handbook is to create a test on the material listed in the handbook.

Just about every alcoholic beverage jurisdiction requires that servers of alcoholic beverages undergo some type of training certification before they are allowed to serve alcoholic beverages. The program is nationally recognized and accredited and is accepted by numerous jurisdictional agencies. Check with your local alcoholic beverage control agency for requirements if any that pertain to your restaurant.

Food safety certification. Most all health and sanitation regulatory agencies require that the manager or designated employee be certified by passing a food safety course. However, some locales stipulate that any person handling food for public consumption be certified in food safety, meaning that servers must pass a food safety certification course as well. Again, check with your local health and sanitation department for requirements.

They often work late evenings, on weekends, and on holidays. Some work part time. Most bartenders learn their skills on the job. No formal education is required. Most states require workers who serve alcoholic beverages to be at least 18 years old. Employment of bartenders is projected to grow 32 percent from to , much faster than the average for all occupations. About , openings for bartenders are projected each year, on average, over the decade. Many of those openings are expected to result from the need to replace workers who transfer to different occupations or exit the labor force, such as to retire.

Compare the job duties, education, job growth, and pay of bartenders with similar occupations. Bartenders fill drink orders either directly from customers at the bar or through waiters and waitresses who place drink orders for dining room customers.

Bartenders must know a wide range of drink recipes and be able to mix drinks correctly and quickly. When measuring and pouring beverages, they must avoid spillage or overpouring.

They also must work well with waiters and waitresses and other kitchen staff to ensure that customers receive prompt service.

Some establishments, especially busy establishments with many customers, use equipment that automatically measures and pours drinks at the push of a button.

Bartenders who use this equipment, however, still must become familiar with the ingredients for special drink requests and be able to work quickly to handle numerous drink orders.

In addition to mixing and serving drinks, bartenders stock and prepare garnishes for drinks and maintain an adequate supply of ice, glasses, and other bar supplies.

They also wash glassware and utensils and serve food to customers who eat at the bar. Bartenders are usually responsible for ordering and maintaining an inventory of liquor, mixers, and other bar supplies. Bartenders typically work indoors, some work outdoors at pool or beach bars or at catered events.

During busy hours, bartenders are under pressure to serve customers quickly and efficiently while ensuring that no alcohol is served to minors or overly intoxicated customers. Bartenders perform repetitive tasks, and sometimes they lift heavy kegs of beer and cases of liquor. In addition, the work can be stressful, particularly when they deal with intoxicated customers to whom they must deny service.

Because bartenders often are on the front lines of customer service in bars and restaurants, a neat appearance may be important. This is especially true in upscale restaurants and bars, where they may be required to wear uniforms.

Most bartenders learn their skills through short-term on-the-job training usually lasting a few weeks. Many bartenders are promoted from other jobs at the establishments in which they work.

Bartenders at upscale establishments usually have attended bartending classes or have previous work experience. Bartenders must be familiar with state and local laws concerning the sale of alcoholic beverages.

No formal education is required for anyone to become a bartender. However, some aspiring bartenders acquire their skills by attending a school for bartending or by attending bartending classes at a vocational or technical school. Programs in these schools often include instruction on state and local laws and regulations concerning the sale of alcohol, cocktail recipes, proper attire and conduct, and stocking a bar.

The length of each program varies, but most courses last a few weeks. Some schools help their graduates find jobs. Most bartenders receive on-the-job training, usually lasting a few weeks, under the guidance of an experienced bartender.

Training focuses on cocktail recipes, bar-setup procedures, and customer service, including how to handle unruly customers and other challenging situations. In establishments where bartenders serve food, the training may cover teamwork and proper food-handling procedures. Some employers teach bartending skills to new workers by providing self-study programs, online programs, videos, and instructional booklets that explain service skills. Such programs communicate the philosophy of the establishment, help new bartenders build rapport with other staff, and instill a desire to work as part of a team.

Many states and localities require bartenders to complete a responsible-server course. The course is related to state and local alcohol laws, responsible serving practices, and conflict management. Courses may be available both in person and online.

Depending on the state and locality, the server, owner, manager, or business may maintain a license to sell alcohol. Some bartenders qualify through related work experience. They may start as bartender helpers and progress into full-fledged bartenders as they learn basic mixing procedures and recipes. Some bartenders may start as waiters and waitresses or food and beverage serving and related workers.

Communication skills. This includes methods and techniques for checking IDs, reducing drunk driving, cooperating and following local laws, and more. Depending on the state you are in, the course will take as little as two hours to complete, and when you have successfully completed all the lesson quizzes and the final exam, you'll be able to print your certificate, or request that one be sent to you. In some states, such as Washington, an official certificate or wallet card must be sent from the state agency responsible for issuing such permits.

If you are going to be or are working as an off-premises alcoholic seller such as a package liquor store, convenience store, grocery store, etc we have state-specific courses for your training needs as well!