HOST/ESS MANUAL

Name: ____________________________

JANUARY 2017

2

TABLE OF CONTENTS

HOST TRAINING OVERVIEW 3 HOST UNIFORM PROFILE 4 WHY WE ARE CHARLESTON’S 6 CHARLESTON’S MISSION STATEMENT 7 RESTAURANT VOCABULARY 8 SECTION 1 – MENU DESCRIPTIONS 10 SECTION 2 – GENERAL HOST POINTS 14 Two Host System 17 Four Host System 19 Wait Guide 20 Telephone Procedures 23 Pivot Point System 26 Why Guests Quit 27 Host Daily Duties 29

3

HOST TRAINING OVERVIEW

Orientation

Schedule Requests Table Chart & Gen Info Handout W4 & I9 Check Uniforms Employee Status Form Host/Hostess Manual - Section 1 - Charleston’s Philosophy

DATE: TIME:

Classroom 3 hours

General Info Test Table Chart Test Tour Host/Hostess Manual Section 2 & 3

DATE: TIME:

Day 1 Host shift

Food Test Phone Drills Paging System Team Sheets Intercom To Go Orders Performance Appraisal Performed by Trainer and Manager

DATE: TIME:

Day 2 Host shift

Pop Quiz Bussing Tables Wait Sheet Exercise Unsatisfied Guests Exercise Team Sheets Performance Appraisal Performed by Trainer and Manager

DATE: TIME:

Day 3 Host shift

Hostess Final Team Sheets Zoning Trainee(s) Run Host Stand Performance Appraisal Performed by Trainer and Manager

DATE: TIME:

Host Excellence 1 Hour classroom

Policies and Procedures Enthusiasm and Ownership DATE:

TIME:

4

CHARLESTON’S HOSTESS/HOST UNIFORM PROFILE The uniforms at Charleston’s are something we take great pride in. The uniform adds to the atmosphere and quality of Charleston’s. The Hostess/Host uniform is extremely important because it is a guest’s first and last impression of Charleston’s. A GENUINE CHARLESTON’S SMILE! JEWELRY SHOULD BE WORN IN MODERATION Earrings: Males – No earrings allowed. Females – Post-style White Pearl Earrings only and no larger than a quarter in size. No hoops or dangling earrings. There may be only 2 per ear. Necklaces: Males – No visible necklaces allowed. Females – Must be a White Pearl Necklace, no larger than marble sized pearls. No chokers allowed. Bracelets: Males & Females – No bracelets allowed. One watch that is black, silver or gold may be worn. Rings: Males & Females – One wedding ring/band is allowed to be worn. **Visible piercings of body parts other than the ears (females) is PROHIBITED. HAIR SHOULD BE NEAT AND CLEAN Females - Hair should be a natural color (Brown, Red, Blonde or Black) and pulled back into a ponytail, braid or bun. It is suggested that you maintain the hair color that you were hired with. You may wear 1/2'” headbands, small barretts or hair ties that are black in color only. Males – Hair must be above the ears and sideburns should not go lower than the earlobe. Excessive spiking or extreme hairstyles are not allowed. All males must be clean shaven every shift. BLACK BUTTON-UP Males - All shirts must be tucked in and long-sleeved. Cotton button-ups should be ironed. Shirt must have a collar. BLACK DRESS Females – A knee length, sleeveless or cap sleeved dress with a scoop, v-neck or boat neckline. The dress should not be sheer or too revealing at the neckline. The length should not be more than an inch or two above the knee and no longer than just below the knee. The fabric should be a dressy style fabric, not t-shirt fabric. SOLID BLACK DOCKER-STYLE PANTS & BLACK BELT Males - A good quality black slack Fit: Neat with a crisp ironed crease. Length: Slight break over the shoe, socks should not show and the pants should not touch the floor. No: Jean-style, double-stitched, patch or cargo pockets, ankle huggers, flare, Capri, leggings or stretch pants allowed. Black Belt – Solid black belt with no holes or designs. Should be leather-like. Simple silver belt buckle. BLACK POLISHABLE SHOES SHOULD BE WORN Shoes should be black flats or hells no higher than 1½“. They should be polishable and in good condition. No open-toed, open-backed, wedge, Tom’s or Ugg-style boots. Remember: As a host you will be standing the entire shift, so wear something comfortable.

5

WHY WE ARE CHARLESTON’S Homemade Dressings and Desserts Made from Scratch!

Food is Flavor Profiled Every Shift / By a Manager.

We Serve only Fresh Fish and Pasta!

Cook over Live Hard Wood!

The “Five Thank You Rule”.

Fresh Ground Coffee Beans!

The Answer to a Guest is “Yes” (we try)!

All Soups made Fresh Daily!

A Working Partnership in the Community!

An Ounce and Half Pour on All Highballs!

Fresh Squeezed Orange and Grapefruit Juices!

Fresh Baked Croissants!

Signature Items: Baby Back Ribs, Chicken Tenders, Baked Potato Soup!

Fresh Chicken Stock prepared for Flavoring Recipes!

Management Visibility on the Floor and Table Visits!

Open Kitchen!

First in Service Standards! (Media Recognized)

Utilization of Pivot Point System!

All Re-cooks and Guest Complaints Handled by Management!

Letters and Phone Calls to All Regular Guests!

Active Members in Civic Organizations and Local Chambers!

Employee Recognition!

Quarterly Performance Reviews!

Employees Treated Like We Want Them to Treat Our Guest!

6

MISSION STATEMENT

TO CONSISTENTLY EXCEED OUR GUESTS’ EXPECTATIONS!

7

RESTAURANT VOCABULARY

86 - Temporarily out of a particular item. 2 Top - A table or booth that seats or can seat up to two people. 4 Top - A table or booth that seats or can seat up to four people. 6 Top - A table or booth that seats or can seat up to six people. All Day - Consolidate on drinks or food items, i.e. “three chz burgers all day”. Bank - Money a server carries to make change for a guest’s bill. Behind You - A verbal warning not to turn around or stop as someone is behind you. Check-Out - A shift leader checks a server’s side work to make sure it has be

completed correctly. May also refer to a server turning in his/her money at the end of their shift.

Closed - The point during a shift when a server will no longer receive tables, however, they will continue to serve their existing tables.

Expediter - Person who calls the orders into the kitchen. He/she is also the final checkpoint for food quality before it reaches the guest. The expediter bridges all communication from the wait staff to the kitchen.

Expo - The place where food comes out of the kitchen. Grazing - (Garbage Mouthing) To eat food off of plates or eating any food

items while working a shift. This is prohibited. The exception is the expediter who tastes all the food.

Hobart - The area or machine where dishes are washed. On The Fly - Needing something immediately – rush it P.S.T.M. - (Pre-shift team meeting) A gathering of servers before each shift. This

gives managers a chance to inspect uniforms and give information. Runner - Any person who takes food from the service line out to the

appropriate guests table. Roll-Up - 2 forks, 1 knife, 1 spoon rolled together in a white linen. Roll-ups are

placed on every table in the dining room Run Food - Taking food to a table. Side Work - Duties assigned to a server to do throughout a shift. Singled Out - Needing only one Spec - To do a job or to make a food item exactly to specification. Station- A server’s assigned tables. Teamwork- Charleston’s service philosophy. Everyone (managers, servers,

hostesses, and the kitchen staff) helps each other. Wait- Refers to a full restaurant. Guests are waiting to be seated. Wait Station- The area where servers obtain glasses, iced tea, coffee, etc. Weaving- This is when a server circulates through the entire restaurant looking to

see what is needed by our guests. Weeds- Not being able to perform up to Charleston’s standards. Can occur

from being unorganized or simply being extremely busy. Zone- The point during a shift when a manager closes some stations, and

enlarges others.

8

SECTION 1 MENU DESCRIPTIONS

In an effort to familiarize all host staff with our menu, we have given a list of all the menu items we serve here at Charleston’s. As a host/hostess you will be asked many questions about the menu from our guests. In order to answer these questions as accurately as possible, we would ask that you study this list and commit it to memory! *=Not available in all mkts. Confirm with trainer what items are available in your mkt.

STARTERS *QUESO WITH TORTILLA CHIPS

CREAM SPINACH AND ARTICHOKE DIP *COCONUT SHRIMP

*DIP DUO *FLATBREAD PIZZA SHRIMP CARGOT

SOUPS

EVERYDAY BAKED POTATO MONDAY SPICY BEAN TUESDAY CREAMY CHICKEN & NOODLE WEDNESDAY MOSS POINT GUMBO THURSDAY TORTILLA FRIDAY NEW ENGLAND CLAM CHOWDER SATURDAY FIREHOUSE CHILI SUNDAY ROASTED CHICKEN & KALE

FEATURE SOUPS:

BEEF & VEGETABLE BROCCOLI & CHEESE

CUCUMBER & AVOCADO (COLD) ROASTED TOMATO & VEGETABLE

BUTTERNUT SQUASH

SALADS HOUSE SALAD CAESAR SALAD

BLACKENED CHICKEN CAESAR SALAD SPINACH & CHICKEN WALDORF SALAD

SALMON CAESAR SALAD WALT’S CHAMPAGNE CHICKEN SALAD

CHICKEN CLUB SALAD KALE SALAD

SOUP AND SALAD

9

BURGERS & SANDWICHES CHEESEBURGER HICKORY BURGER

BISON BURGER *FRIED CHICKEN SANDWICH

REUBEN SANDWICH GRILLED CHICKEN AND AVOCADO CLUB SANDWICH

FAMOUS FRENCH DIP *CHICKEN CIABATTA SANDWICH

SPECIALTIES

*CHICKEN FRIED STEAK *CHICKEN FRIED CHICKEN

GRILLED PORK CHOPS RIBS ‘N’ CHICKEN COMBO BARBEQUE BABY BACK RIBS

SHRIMP SCAMPI *FISH & CHIPS

CATFISH PLATTER SHORT SMOKED SALMON

TODAY’S FRESH FISH

CHICKEN ENTREES THE ENCHILADA PLATE

OVEN ROASTED CHICKEN PARMESAN CRUSTED CHICKEN

THE ORIGINAL CHICKEN TENDER PLATTER CHICKEN PICCATA

STEAKS & PRIME RIB

ROASTED PRIME RIB 10 OZ. & 14 OZ. TOP SIRLOIN 8OZ.

FILET 7 OZ.

SIDE ITEMS FRENCH FRIES

SEASONAL VEGETABLE SELECTION VEGETABLE MEDLEY

SMOKEHOUSE BAKED BEANS SEASONED RICE

IDAHO BAKED POTATO COLE SLAW

SWEET GLAZED CARROTS OKRA FRIED

BURGUNDY MUSHROOMS ANGEL HAIR PASTA

GARLIC MASHED POTATOES

10

KID’S MEALS GRILLED CHEESE

MACARONI & CHEESE FRUIT, CHEESE & YOGURT

CHICKEN TENDERS KID’S BURGER KID’S SIRLOIN

KID BACKS

DESSERTS APPLE COBBLER

WARM CARMEL FIVE NUT BROWNIE NICK’S BREAD PUDDING

VARIED FEATURED DESSERTS

Some unique things to know about Charleston’s menu: Our fish are truly fresh (they are never frozen).

All of our soups, dressings, and desserts are made from scratch. Our steaks and fish are our specialties.

Our orange and grapefruit juices are freshly squeezed to order. All kid’s meals include a kid’s dessert.

11

FRESH FISH FACTS

NAME: TASTE: TEXTURE: SUGGEST: RELISH:

GROUPER MODERATE FLAKY BLACKENED MANGO TOMATO

HALIBUT LIGHT FLAKY BLACKENED ANY

MAHI MAHI MODERATE FIRM GRILLED MANGO TOMATO -or- JICAMA

MARLIN MODERATE STEAK GRILLED ANY

SALMON DISTINCT FLAKY GRILLED NONE

SNAPPER MODERATE FLAKY BLACKENED ANY

SWORDFISH DISTINCT STEAK EITHER ANY

TILAPIA LIGHT FLAKY BLACKENED MANGO TOMATO

TUNA DISTINCT STEAK EITHER ANY

TROUT MILD FLAKY GRILLED MANGO TOMATO

SEABASS MILD FLAKY GRILLED ANY

WAHOO MODERATE FIRM GIRLLED GREEN APPLE CHARLESTON’S FRESH FISH IS GRILLED OVER HARD WOOD OR LIGHTLY BLACKENED IN CAJUN SPICES AND SERVED WITH STEAMED VEGETABLES AND HOUSE OR CAESAR SALAD. THE ONLY EXCEPTION IS TROUT WHICH IS ONLY GRILLED. TARTAR SAUCE ON REQUEST.

12

SECTION 2 GENERAL HOST/HOSTESS POINTS

FIRST IMPRESSION SMILE! The unique aspect of being a hostess is that you come into direct contact with every guest that walks through the door. The first impression that is made at the front door is often carried throughout the guests’ whole dining experience with us. When our guests enter the restaurant, they want to see an attentive employee versus someone who is just going through the motions. It is important that you make each guest feel welcome and comfortable by projecting a friendly attitude towards each and every one of them. HOSPITALITY Hospitality is very simple to understand. IT IS A STYLE OF BEHAVIOR USED TO MAKE A PERSON FEEL WELCOME AND COMFORTABLE. When you think about what steps you would go through to entertain in your own home, your energies would be focused in the following areas:

1. YOUR APPEARANCE 2. A WARM GREETING A GRACIOUS FARWELL 3. DÉCOR 4. CLEANLINESS OF YOUR SURROUNDINGS 5. CONSTANT ATTENTION TO YOUR GUEST NEEDS 6. FRIENDLY CONVERSATION

A LASTING IMPRESSION It is our goal to treat our guests in a way that we INSURE their RETURN. Your responsibility continues even after the guest is seated for dinner. It is important that you are quick to recognize any further guest needs. Be ready to show the guest to the telephone and restroom. The key to making our restaurant flow smoothly is teamwork, and you are a very important part of the team. BE A PROFESSIONAL Be polite and helpful while always staying in control. Know your menu, hours of operation, managers, corporate officers and staff. Be ready with helpful suggestions. Describe our food as appetizing, our atmosphere as casual, warm and friendly. GUEST FEEDBACK Welcome and solicit guest response, positive or negative. We sincerely hope the majority of comments will be positive ones, but occasionally a problem may arise. Please handle these difficult situations in a polite and professional manner. Without making our guests feel uncomfortable, ask them to wait for a moment and say “...let me get (managers name), he/she would like to hear your feedback.” Do not try to handle it yourself or promise the guest anything; let the manager talk to them.

13

CLEANLINESS It is important that the host stand and the area around it is kept neat and organized at all times. Keep windows clean, menus cleaned inside and out, and the floors free of trash. SILVERWARE Silverware should remain tightly rolled and neatly stacked at all times. To consolidate your steps when you seat guests near the silverware rolling area, replenish your stock at the host stand. Always place silverware on tables while seating, if none is available, continue to seat tables without silverware, then inform the floor manager of the situation. HANDICAPPED AND PREGNANT GUESTS When seating a handicapped or pregnant guest, keep in mind where they will be the most comfortable. DO NOT take handicapped guests unnecessarily across the length of the restaurant and try to give them the most appropriate table, close to the entry area. Priority seating for handicapped and pregnant guests! DRESS CODE POLICY Guests must wear shoes and a shirt. No bathing suits. Generally, any children’s attire when accompanied by an adult is acceptable. ASPIRIN AND INJURIES Notify the manager if a guest requires any kind of first aids. Never give a guest aspirin or any over the counter medicines. If a guest slips and falls, go to them immediately and inform another staff member to get the manager. TIPS Host staff may never accept tips to move a guest’s name up on the wait list. BUSSING TABLES Although bussing tables is not a primary responsibility of the host staff, during peak hours helping the wait staff with bussing tables will expedite the turn of the tables. SOLICITORS Selling or giving away items such as flowers, pamphlets, etc. is prohibited in the restaurant. If a problem arises contact the manager. TEAM SHEETS A team sheet is a map of the restaurant, prepared each afternoon for the following day’s business. The team sheet lists all front of the house staff working and the time they are scheduled. It is divided into stations for wait staff, which not generally exceed a four-table station per server. In some of the stores, the host staff will complete the team sheet using information obtained from the schedule posted by the office. In other stores, the team sheet is filled out by the manager first then completed by the host staff. Your trainer will inform you of the procedure used in your store.

14

RESPONSIBILITY TO CHECK IDENTIFICATION No one under the age of twenty-one (21) is permitted to purchase any alcoholic beverages {**Alcohol service laws and regulations vary by state and county so check with your trainer for the specifics at your store**}. The responsibility of checking identification is that of the servers and bartenders. Each Charleston’s offers a Happy Hour in the bar area only. Your trainer will inform you of the Happy Hour times and policies at your Charleston’s. INTOXICATED GUESTS No person is allowed to enter the premises with an alcoholic beverage container. Please instruct the guest of this policy and offer to dispose of the container. A guest may not exit the restaurant with any form of liquor or beer. If a person appears to be intoxicated, (rowdy, noisy or profane) inform a manager immediately. An intoxicated person will not be permitted admittance to Charleston’s. TO-GO ORDERS To-go orders will be taken by the designated Curbside Server or bartender. Ask the caller if they may be placed on hold and page the curbside person or the bartender. If the guest comes inside to pick up their order, inform them to step into the bar and the bartender (call them by name) will have their order for them. If a guest walks in and wants to place an order for take out, walk them to the bartender (call them by name), who will take their order. RESERVATION POLICY Charleston’s Restaurant is designed to seat primarily small size parties. We do, however, accept reservations in certain circumstances. The reservation policies vary in each store due to the volume of business during different times in each of the locations. Your trainer will inform you of the policy in your store. Please write this policy down. When answering the phone, you should ask how many are in the party as your first question. If the answer is or more, place the caller on hold and inform a manager. If the answer is less than , inform the caller that Charleston’s is set-up for their size party, and to come on in, no reservation is necessary (varies by location, some restaurants take reservations for any size party). CHECK / CREDIT CARD POLICY American travelers checks (no Canadian or Mexican traveler’s checks) are accepted. Personal checks are not accepted. We accept MasterCard, Visa, Discover and American Express.

15

TWO HOST/HOSTESS SYSTEM The two will divide the respective responsibilities of greeting/coordinating and seating our guests. GREETING THE GUESTS

1. Watch the door attentively, if opportunity is there open door for entrance and exit. 2. Smile and use your personality. Be warm, sincere, and friendly with your welcome.

EXAMPLE: Hello, Welcome to Charleston’s. EXAMPLE: Good Afternoon or Good Evening, Welcome to Charleston’s.

3. Keep eye contact with the guests. 4. Evaluate how many in the party, ask only if necessary.

--Be sure not to count with your finger, thus pointing at the guests. --Never say “Just one?”

5. Ask if they have a smoking preference (if applicable). 6. Handle the rotation system and wait list (if needed). 7. Always stay at the front. Ask a server or manager to seat a table, if needed, instead

of leaving the front unattended. Also, communicate which table each host is to go to next before the guest arrives.

8. Answer telephone; take messages, and page guests. 9. Acknowledge our guests departing with a friendly farewell. Ask them a specific

question about their visit. “How was your dinner?” “How was your service?” “What did you have for dinner?” “Did you try our homemade Baked Potato Soup?”

10. Ask a specific question to determine the outcome of the guest’s dining experience. During the time in which we are slow and we have two hostesses on, seating and greeting should take place in this fashion: There should be a greeter ready to open the door for incoming guests. At that time he or she will carry out the normal greeting procedures. However the greeter will not pass the group to the coordinator. Instead, he or she will take them from door to the table. Upon passing the hostess stand, the coordinator will inform the greeter (now the seater) of which table to take them to. In doing this, we avoid passing the guests among several people before being seated which is unnecessary. However, as we become busier, obviously this system will become difficult. That is when the original two-hostess system should be utilized. The system just discussed should only be used at times in which we are not busy to better accommodate the guests. When it becomes busy, the coordinator will become the coordinator/ greeter and the greeter/ seater will only be responsible for seating.

16

SEATING THE GUESTS When seating guests, proper rotation throughout the restaurant is very important. Station rotation provides a flow so that all servers receive their tables in an orderly fashion. The rotation system must be consistent and remain the same throughout a shift. Any table in our restaurant is available to our guests at any time. Be sure the guests are completely happy with their table.

1. Listen to the greeter’s questions and the guest’s response. 2. Avoid delaying your guests at the door by having the correct number of menus

and roll- ups. 3. To begin escorting the guests into the dining room, say “Right this way please!”

Engage in conversation while escorting guests. Escort at the same pace that your guests travel.

4. When you have arrived at the selected table, be sure to ask the guest while seating them, “Will this table be great for you?”

5. Allow guests to get comfortable at the selected table, then HAND each guest a menu. If they do not accept the menu, you may then lay it on the table. At lunch and dinner tell them about the Soups of the Day and the name of their server. “Our soups today are _____ & ______, and ________ will be taking care of you.”

6. Be sure that one roll-up is in front of each guest. Pull any extra roll-ups and take to the host stand.

7. Go by the menu racks and pick up extra menus before returning to the front door. 8. Communication between the person seating and the greeter/coordinator is a

must. The person seating will also be in close contact with the wait staff. Watch for trouble spots; i.e. a server who has been double seated or a guest who has not been acknowledged by a server.

9. Upon opening, and also during the mid-afternoon, make sure that the seated tables are greeted immediately.

10. It is your responsibility to keep the kitchen informed of tables that have been seated during the middle of the afternoon and the last hour of business.

DOUBLE SEATING SERVERS A “Double seat” occurs when a server is sat one party right after another. When this happens, it makes the server’s job more difficult and it becomes a challenge to perform up to standards. Obviously, this should be avoided whenever possible. However, there are four times when this is acceptable. They are (1) Call parties (guests who request a specific server), (2) When the restaurant is on a wait, (3) When guests with reservations arrive, and (4) When a guest selects a different table other than the one you’ve chosen. Try to keep track of double seats and inform a manager if the server is getting very busy or in the case of a “triple seat”.

17

FOUR HOST/HOSTESS SYSTEM § GREETER The greeter will approach the guest as they arrive, stepping towards the

door, whenever possible the greeter should open the door for the guests. Otherwise the greeter will meet the guest about halfway between the host stand and the front door. During a “wait”, the greeter will remain at the door to greet the guests that are coming in. The greeter should get the guests’ name, how many in the party, and ask whether they have a smoking preference (if applicable). The greeter should tell the party at what time they will be seated. I.E. “Your table will be available at about 7:35. If you would like to step in the bar, John will take care of you.” The greeter should never ask how many in the party unless she is unable to recognize the size of the group by observing them. The greeter should also work hard on identifying a party to be called for a table, so they would not have to have their name called out if possible.

§ COORDINATOR This position is the person responsible for controlling the flow of the guests, from the wait list to the person seating the guests. The coordinator will remain at the host stand at all times while on a wait. Responsibilities will include: answering the telephone, paging guests on the wait list, communicating to the greeter as to the flow of tables, and most importantly coordinating the guest with the seater in a timely fashion. The coordinator’s function is to eliminate lag time between tables opening up, and is responsible for the parting greeting to exiting guests.

§ SEATER The seater is responsible for seating a guest at a clean table as quickly as possible. The seater should inform the coordinator as tables open up, and then assist the front-of-the-house staff in getting those tables ready to be seated. As each table becomes ready, the seater should go to the door to escort the guest to that table. Other responsibilities will include: taking messages from the coordinator to the management, bringing any supplies to the host stand, roll-ups, menus, toothpicks, mints, etc... The seater should only answer the phone in the absence of the coordinator.

§ ASSISTANT SEATER The assistant seater is responsible for assisting the front-house staff in getting their tables bussed and ready for our next guests. The assistant seater’s primary function is to quickly get a dirty table clean and set up in order that the seater may seat it as soon as possible. The secondary function of this position is to assist the seater in seating guests when several parties are ready to be seated. The assistant seater and seater work together in order to expedite the waiting period for our guests.

18

WAIT LIST PROCEDURES - HANDLING THE WAIT When our restaurant goes on a wait, the manner in which the guests are treated when they first come through our doors not only determines their first impression of us, but also whether they will be willing to wait. Go that extra mile to make them feel comfortable. Direct guests to areas where they will be out of the traffic flow, preferably to the bar, this will offer them a more pleasurable wait. Assure guests you will page them when their table is ready. When all the tables in the restaurant are full, and guests continue to enter, a “Wait” has begun. Once a wait begins, follow these procedures:

1. Give all guests the same friendly, energetic welcome as before the wait started. 2. Fill out the “Wait List” with:

a. Guest’s name. b. Note the party size, arrival time, and estimated time to be seated. c. Determine smoking or non-smoking preference (if applicable). d. All big tops (large parties) are to be highlighted.

3. Wait List abbreviations/Special Instructions: a. WC - wheelchair b. HC - highchair c. C - infant carrier d. WS - will split (if manager has asked) e. C2B - chair to booth (for parties of five, ask if they mind a chair pulled to a booth)

4. Inform guests of the time they will be seated, and direct them to the lounge. 5. Inform the guests you will page them as soon as their table is available. 6. If guests choose to be sat before the entire party arrives, be sure to get the name or names

of those who will be joining them. Write down their name and the table number where you have sat the others so you will be able to easily direct the rest of the guests to their party.

7. Do not seat large parties until at least half of the party is present. ** It is very important to fill out the entire wait sheet to help to quote accurate wait times**

19

ESTIMATION OF LENGTH OF THE WAIT

1. Determine what stage of the meal the guests already seated are in. a. Tables with appetizers are just starting and will take longer to turn. b. Tables with desserts and/or credit card vouchers will be clearing shortly.

2. You need to count the number of names on your list and take that number times two and then add five minutes. For example, if you had ten names on the list, ten times two is twenty so your quote time would be twenty to twenty five minutes.

3. Always get a manager to quote a time of wait for a large party. NOTE: ACCURACY IS IMPORTANT. A LONG QUOTE TIME MAY SEND GUESTS AWAY. A SHORT QUOTE TIME THAT IS NOT MET CAN BE VERY FRUSTRATING FOR THE GUESTS WAITING. WAIT GUIDE

# on list Formula Wait # on list Formula Wait

1 x 2 + 5 = 5 min. 18 x 2 + 5 = 40 min. 2 x 2 + 5 = 10 min. 19 x 2 + 5 = 45 min. 3 x 2 + 5 = 10 min. 20 x 2 + 5 = 45 min. 4 x 2 + 5 = 15 min. 21 x 2 + 5 = 50 min. 5 x 2 + 5 = 15 min. 22 x 2 + 5 = 50 min. 6 x 2 + 5 = 20 min. 23 x 2 + 5 = 50 min. 7 x 2 + 5 = 20 min. 24 x 2 + 5 = 55 min. 8 x 2 + 5 = 20 min. 25 x 2 + 5 = 55 min. 9 x 2 + 5 = 25 min. 26 x 2 + 5 = 60 min.

10 x 2 + 5 = 25 min. 27 x 2 + 5 = 60 min. 11 x 2 + 5 = 25 min. 28 x 2 + 5 = 60 min. 12 x 2 + 5 = 30 min. 29 x 2 + 5 = 1 hr. 5 min. 13 x 2 + 5 = 30 min. 30 x 2 + 5 = 1 hr. 5 min. 14 x 2 + 5 = 35 min. 31 x 2 + 5 = 1 hr. 10 min. 15 x 2 + 5 = 35 min. 32 x 2 + 5 = 1 hr. 10 min. 16 x 2 + 5 = 35 min. 33 x 2 + 5 = 1 hr. 10 min. 17 x 2 + 5 = 40 min. 34 x 2 + 5 = 1 hr. 15 min.

20

WAIT SHEET FLOW 1. The greeter/coordinator is responsible for filling out the wait list. 2. Once the page is full, the greeter/coordinator is responsible for paging guests waiting

for tables. 3. The person seating should let the greeter/coordinator know how fast tables are

turning so that wait times can be adjusted accordingly. (* If you should ever seat a party that is waiting for some other members to arrive, please make sure that you take the name of the party and indicate which table you sent them to*)

PAGING MANAGERS When a manager has a phone call, put the caller on hold and press the pager number that the manager has for the day. Press the number two times and he/she will know there is a phone call for them. You are responsible for the phone call until a manager has taken the call. (2X) There are times when you will need to call a manager to the lobby:

1. When we’re going on a wait (1X) 2. A guest complaint or request (1X) 3. Notify manager of a large party (1X)

When you do need to call a manager to the lobby, you do so paging them. To page them, you do so by pressing their pager number one time. MICROPHONE PAGING Using a microphone can be very intimidating. It takes practice and the following guidelines will help you to feel more comfortable with paging.

1. Use a crisp, clear voice 2. Be friendly, energetic, and professional 3. Page the guests by saying, “Jones, your table is now available, Jones.” 4. Repeat the page three times before assuming a no-show (never say “last call”).

A separate list will be kept for no-show parties. This list should include name, number in party, arrival time, estimated seating time, and the attempted page time. If the party arrives and has missed their page, inform them of the attempted page time and ask that they remain at the hostess stand. Notify them they will be seated at the next available table. NOTE: Paging during a wait is the most common, but pages for guests who have phone calls or messages may also be necessary. Employees and managers should never be paged over the intercom.

21

TELEPHONE PROCEDURES Handling phone calls is also a very important part of your duties. Being helpful and polite is essential. Whether the phone call is from a guest, purveyor, or employee remain professional at all times. 1) Answer the phone immediately within two rings. Remember to smile before you pick up

the phone. 2) Proper answering procedure is “Thank you for calling Charleston’s of (your store), this is

(your name).” 3) Speak slowly and distinctly; be polite and professional in a business-like manner. 4) When putting a call on hold, say “May I place you on hold for a moment please?” Be

extra careful to never forget about someone who has been put on hold. Check back after one minute and every minute until the call has been answered.

5) When a call comes in for a manager:

a) Say “May I place you on hold while I transfer you to (manager’s name)?” b) Page the manager to inform him/her of the call. (2X) c) If necessary, inform the caller a manager will be with them shortly. d) The call is your responsibility until the manager answers the call. e) We NEVER ask “who is calling?”

6) When a call comes in for an employee:

a) Take a message and give it to the manager to give to the employee. b) If the caller informs you the call is an emergency, inform the manager.

7) When a call comes in for one of our guests:

a) Page the guest by saying, “(Entire name), you have a message at the hostess stand.” (You may only page guest in the lobby, bar, or patio)

b) When the guest comes to the front, direct them to the courtesy phone. 8) When taking messages for someone who is not in, you should fill out a message card.

The information you should obtain from the caller is: a) Who the call is for b) Date and time of the call c) Name of the person calling d) Company they are with, if applicable e) Phone number, message if any and best time to return call f) Your signature, as the person who took the message

22

THE FIVE FORBIDDEN PHRASES

CALLERS HATE TO HEAR: PROPER RESPONSE: I don’t know..... “That’s a good question! Let me check and

find out.” I don’t know is taking the easy way out. If you do not know, tell the caller you are going to find out for them.

I can’t do that.... “Here is what I can do” Offer a positive alternative; the caller does not want to know what we can not do, they want to know what we can do for them.

You’ll have to.... “What you will need to do” The caller does not have to do anything. Use the word “need”, it sounds much friendlier.

Hang on a second.... “Are you able to hold?” You need to ask if the caller is able to hold and then wait for their response. Make sure they are able and willing to hold, before putting them on hold.

No.... Eliminate the word “no” at the start of a sentence. We do not want to begin a sentence with “No”, this is negative; instead offer a positive alternative to the same question.

23

HOST/HOSTESS PHONE DRILL QUESTIONS 1. Describe Charleston’s Atmosphere.

2. Describe Charleston’s Menu.

3. I would like to make a reservation for (4) people.

4. I would like to make a reservation for (8) people.

5. I need to place a To-go order.

6. Who is the owner of Charleston’s?

7. How do I contact the owner?

8. Do you have any Bar Specials?

9. How should we dress for Charleston’s?

10. Do you have any menu items for our kids?

11. Where are you located?

12. What are your soups today?

13. What is your fish today? Is it fresh or frozen?

14. May I put my name on the wait list by phone?

15. Do you cater outside of the restaurant?

16. Are you Partners in Education with any schools?

17. Are you owned by another company?

18. Are most of your foods frozen?

19. Are your soups homemade?

20. Do you have any TV’s in the bar; are any of them BIG Screens?

21. Can you page a guest for me?

22. May I speak with Billy (a waiter)?

23. Are you hiring now?

24. Can you accommodate a wheelchair?

25. Do you do anything special for birthdays?

24

PIVOT POINT SYSTEM The pivot point system is designed to eliminate confusion and must be used at all times here at Charleston’s. We do not want to “auction off food”. The pivot is the point in the aisle where the service person stands to take the order. The seat to the service person’s immediate left when he/she is standing at the pivot point is number 1, (It is position #1 whether it is occupied or not), continuing around the table clockwise is number two, three, four, etc.. The host staff needs to know the pivot point system for a several reasons, they are as follows:

1. If a guest stops you and asks you to get their server. 2. If a guest needs to see a manager. 3. If a guest tells you it is someone’s birthday at the table. 4. For any other reason that you would need to communicate to a manager or a

server about a particular person sitting at a table.

25

26

WHY GUESTS QUIT 10 % Competitive reasons

17 % Product dissatisfaction 73 % Quit because of attitude of indifference toward guests by some employee

I AM YOUR GUEST

You often accuse me of carrying a chip on my shoulder, but I suspect that this is because you do not entirely understand me. Is it not normal to expect satisfaction for one’s money spent? Ignore my wants and I will simply cease to exist. Satisfy those wants and I will become increasingly loyal. Add to this satisfaction any little extra personal attention and friendly touches you can dream up; and I will become a walking advertisement for your restaurant. When I criticize your food or service, which I certainly do whenever I am displeased and to anyone who will listen to me...take heed. I am not dreaming up displeasure, the source of it lies in something you have failed to make my eating experience as enjoyable as I had anticipated. You must find that source and eliminate it or you will lose my friends and me as well. I insist on the right to dine leisurely or eat in a haste according to my mood, schedule or other circumstances. I refuse to be rushed and I abhor waiting. This is an important privilege that my money buys for me. If I am not spending big money with you this particular time, just remember that if you treat me right I will be back later with a larger appetite, more money to spend and probably with a number of my friends. Stand being snubbed, needs nourishment ignored, or looked down upon. I am proud. My ego I am much more sophisticated these day than I was just a few years ago. I have grown accustomed to better things and my needs are more complex. I am perfectly willing to spend more money with you when I have more money to spend, but I insist on quality to match your prices. I am, above all, a human being. I am sensitive especially when I am spending money. I cannot stand being snubbed, ignored, or looked down upon. I am proud. My ego needs nourishment of a friendly personal greeting from you. It is important to me that you recognize my own importance to you and that you appreciate my business. Of course, I am a bit of a show-off too, but do not condemn for that because you are probably a little hammy at times yourself. Just smile and indulge my whims as best you can. Remember that while you are feeding me in the literal sense, my money is figuratively feeding you. Whatever my personal habits may be you can be sure of this, I am a real nut on cleanliness in restaurants. Where food in concerned, I demand the strictest sanitation measures. I want my meals handled and served by the neatest of people in sparkling clean dishes. If I detect signs of carelessness such as dirty fingernails, cracked dishes or soiled table cloths, you will not see me again. I am your guest now, but you must prove to me again and again that I have make a wise choice in selecting your restaurant over others. You must convince me repeatedly that being a restaurant guest is a desirable thing in the first place. I can, after all, eat at home. You must provide something extra in food and service, something superior enough to beckon me away from my own table and draw me to yours. You must provide the incentive for me to eat out.

DO WE UNDERSTAND EACH OTHER?

27

HOST/ESS DAILY DUTIES

Opening:

§ Make (4) A.M. team sheets § colored and lined for the front (3) lined for the back § Make 6 bussing towels § Fill out Chalkboard (If applicable) § Stock the hostess condiments: i.e. mints, toothpicks, etc. § Check roll-ups for the hostess stand and bar guest § Check for lunch reservations § Water flowers; gallon each (outside and patio only) § Be ready for P.S.T.M.

Afternoon: § Prepare team sheets (A.M. & P.M.) for the next day § Make (4) P.M. team sheets § colored and lined for the front (3) lined for the back § Change chalkboards (if applicable)– take off lunch specials § Re-stock and sweep floor § Check for dinner reservations § Daily cleaning duties

Closing: § Clean menus (use glass cleaner) § Re-stock hostess condiments and wait sheets if needed § Take down back team sheets § Take out trash § Clean chalkboards after close (if applicable) § Make sure that team sheets are ready for next day

Running Duties: (To be done throughout each shift - afternoon or evening) § Maintain streak free windows and debris-free floors § Maintain hostess condiments at all times § Maintain a well stocked and tidy roll-up area § Maintain the busing towel buckets with clean towels § Check with manager for # of roll-ups before clocking-out