TavistockRestaurantCollection Page1of1
Joe’sAmericanBarandGrillBusserTrainingPhilosophyandSetup
PhilosophyTheHourlyTrainingProgramisdesignedtotrain,inspireandprepareourservers,bartenders,bussers,foodrunnersandhostTeamMemberstodeliverourpromiseofanunforgettableexperiencethroughourengagingservice,freshfoodanddrinksandcomfortablesetting.
Thesuccessofthisprogramisbasedonthepassionandknowledgeofthetrainers,preparationandorganizationandthetrainingmodule:Tell,Show,Test,ProvideFeedback
SetupOrientationisconductedthefirstdaythenewTeamMembercomestoworkandisledbytheGeneralManager.
PerfectUniformo TheGeneralManagerwillprovidetheJoe’spinandapron.
Onboarding NewHirePaperwork TavistockHandbook TrainingFolderforTeamMember
o Thetraineewillberesponsibleforbringingthisfolderwiththemeverydayfortraining.
Onceorientationiscomplete,theTeamMemberisgivenatrainingschedulethatcoordinateswiththeprogramrequirements.Theprogramis3followshiftsintotal,concludingwitharoleplay.
ThefollowshiftswillbeconductedwithabussertrainerandprovidethenewTeamMemberwithrealisticservingscenariosandanopportunitytogetcomfortablewiththerestaurant.Theywilllastmajorityofthebussertrainer’sshifttomimicarealfloorshift.Itisuptothediscretionofthemanagerwhentocutatrainee.
Theroleplaywillbeconductedbyamanageronceall3shiftsarecompleteandbeforethetraineeworksascheduledshift.
Atthecompletionofthe3shiftprogramandtheroleplaythenewTeamMemberwillbeputontheschedule.
TavistockRestaurantCollection Page1of1
BusserTrainingFollowSheet
FloorFollow#1
Shadowtrainerforentireshift
LearnRestaurantSetup
o Properuniform:cleanwhitepressedoxfordshirt,navyapron,darkjeans,blackpolishableshoes,blackbelt,joe’spin
o Learntablenumberso Learnwherebroomsare
kept/sweepingthroughoutshift
o Learnwherelinensarekept/howtoemptylinenbags
o Learnhowlinensarefolded/roll‐ups
o Learnhowtopolishsilverwarecorrectly
o Learnwhereexcesssilverware,b&bs,trays,highchairscanbefound
o Table>chair>floor>reset
TrainerSignature:_______________
Notes:____________________________
____________________________________
____________________________________
FloorFollow#2
Shadowtrainerforhalfofshift
LearnProperClearing/Resetting
o Explainsidework(Emptylinenbags,doroll‐ups,silverware,napkins,cleanhutch)
o Showhowtocleartableso Nodumping–keepcondo
hutchescleano Showanexampleofthe
perfecttablesetup:bothpatioanddiningroom–placesetting,centerpiece,chairsandfloors
o Practicewithtrayo Table>chair>floor>reseto Cleartablesandhave
trainerreseto Halfwaythroughshift
switch:havetrainercleartablesthenhavetraineeresetwhiletrainerchecks
TrainerSignature:_______________
Notes:____________________________
____________________________________
____________________________________
FloorFollow#3
Busonownandhavetrainercritique
Busonown
o Conductshiftasiftheyarebussingonown
o Review‘theperfecttable’andhavetraineecheck
o Table>chair>floor>reset
o Reviewsideworkandexplainthatitmustbecompletedattheendofeachshift
o Goovertipprocedureo Gooveropeningshift
procedureo Gooverclosingshift
procedureo Gooverendofshift/getting
checkedoutbyamanagero Haveatableroleplaywith
amanager
TrainerSignature:_______________
Notes:_____________________________
____________________________________
___________________________________
TavistockRestaurantCollection Page1of1
StepsforBussingaTable
1. Whenguestshaveleftatable,bringbussertraytotableandclearalltrash,silverware,plates,etc.fromtabletop
2. Useawet towel (from sanitizer bucket)towipesurfaceoftable3. Checkchairsandwipethemifnecessary4. Checkfloor:pickupanytrash,napkins,silverwareandthensweep5. Gotobusserstationtogetcleanroll ups and b&bplatestoresettable;If condiments
areleftonthetabletakethemwithyouwhenyougo6. Straightenandtightensalt (right) and pepper (left) griders.7. Taketraytodishpitormoveontothenexttableifyouhaveroomonthetray
ReasonsforBussingThisWay
Itisimportantthatwefocusononetableatatimesothatwecanseatguestsandkeepthewaittimelowatthedoor.
Wecleanfromthetopdowntopreventalreadycleanedsurfacesfrombecomingdirty.1. Table2. Chairs3. Floors4. Reset
Thefloorsneedtobecleanedbeforeresettingthetabletopbecausethehostessesaretrainedtoseatatablewhentheyseethecleanplacesettingsdown.
Itisimportantthatwekeepthedirtytraysoffofthecondohutchbecausetheguestssittingattablesnearthesestationsshouldn’thavetolookatdirtyplatesduringtheirtimeinthebuilding.
THETABLEISTHEFISRTIMPRESSIONTHEGUESTHASWHENTHEDINEWITHUS!LET’SMAKEITCLEANANDPERFECT!!!!
Tavistock Restaurant Collection Page 1 of 2
Table Settings
Tavistock Restaurant Collection Page 2 of 2
Re-setting/Marking Tables
Since we will now be setting our tables with roll-ups, the guest will have only one of each utensil
in front of them. This means, that if a guest uses their fork for a first course, appetizer or salad,
they will not have a clean fork for dinner. WE NEVER LEAVE DIRTY SILVERWARE ON THE
TABLE FOR A GUEST TO RE-USE. We always clear the dirty silverware when we clean first
course, appetizer or salad plates. After clearing the dirty silverware, you will replace whatever
silverware the guest will need for their next course.
WE NEVER REPLACE SILVERWARE WITH A WHOLE NEW ROLL-UP. Procedure for re-setting
tables is below:
1. Clear any dirty silverware from in front of the guest once they are finished (NEVER
LEAVE FOR THEM TO RE-USE).
2. Find or prepare a marking tray. A marking tray consists of a clean tray with a
napkin folded as a liner to set the silverware on.
3. Place the necessary silverware on the marking tray.
4. Re-set silverware in front of guest (NEVER REPLACE SILVERWARE WITH A
WHOLE NEW ROLL-UP).
*** In addition, we will never replace a dirty napkin with a whole new rollup. Please make sure that
you have loose napkins folded to give to a guest if they need a new napkin.
__________________________________________________________________________________________________________________
TavistockRestaurantCollection Page1of1
BusserRoleplay
TeamMember:_____________________________Manager:________________________________Date:____________
TableClearing: ClearsusingOpenHandService Usessanitizedtowel Bringstraytohelpcleartable Stacksdishesproperly Removesalltrash,debris,condiments,sugarcaddies,etc.
Clearsusing3stepsystem
Table,seats,floor Takesdishesdirectlytodisharea,doesn’tdumpthem
Returnstoweltosanitizerbucket
Notes:
DidWell:
1.
2.
3.
WorkOn:
1.
2.
3.
Rate1‐5(5beingthehighest)
Uniform____________
Clearing____________
Resetting____________
Teamwork____________
TableResetting: Bringscleansilverware,linensandplatestoresetthetable
Placessettingatproperdistancefromeachother
Ensuresthatallsilverwareisingoodcondition,cleanandpolished
Ensurescenterpiece,saltandpepperarecleanandplacedproperly
Re‐checksthattableisperfectbeforeleaving
PositionKnowledge: Executessidework
Foldinglinen PolishingSilverware
Knowshowtosetupsanitizerbuckets
Teamwork: Executeschipsandwaterservice Demonstratesabilitytoanticipateguests’needs
Tavistock Restaurant Collection Page 1 of 1
Joe’s American Bar & Grill Mission Statement
The Mission of Joe’s American Bar & Grill is to offer our guests a place to call their own through our house made American comfort food, engaging service and comfortable setting. We serve fresh food and drinks you crave. We earn loyalty by genuinely caring for our guests. We are active participants in our communities. We strive to leave guests compelled to tell us and tell their friends about their experience. The standard is great. Joe’s is your home away from home.
TavistockRestaurantCollection Revised5‐2015
Whoweare:
OrlandobasedTavistockRestaurantCollectionisarapidlygrowing,privatelyheldcompanyoperating15upscaleandfastcasualrestaurantconceptswithmorethan100locationsacrosstheU.S.Wearecommittedtobuildingthelong‐termvalueandprofitbyleveragingthequalityofourfoodandbeveragewithengagingservice.Wearealsocommittedtoexpandingourhighpotentialgrowthconcepts,notablyFreebirdsWorldBurrito.TavistockRestaurantCollectionispartoftheTavistockGroup,aprivatelyheldinvestmentcompanyfoundedbyJoeLewismorethan37yearsago.Mission:
Weareaworldclasshospitalityorganizationprovidingourguestswithhighqualitydiningexperiencesconsistentwithourbrandpromise.Ourcorevaluesarepassion,integrity,leadership,workethicandintellect.Weattractandretainthebesttalent,andaspiretobetheindustryleaderincreatingemotionalconnectionswithourguests.Portfolio:
14conceptswith100+restaurants
Leadership:
JohnBettin–ChiefExecutiveOfficerKeithDavis–ChiefFinancialOfficerSteveByrne–VicePresidentPurchasingandCulinaryOperationsMarcHinson–VicePresidentHumanResourcesAlexEagle–VicePresidentLeasing/LegalRyanMitchell–DirectorofMarketingJohnFisher–DirectorofSalesTomO’Brien–DirectorofOperations–Joe’sDavidForbes–RegionalChef–Joe’sTimFannin–AreaDirectorSamHallak–AreaDirectorJenniferThompson–AreaDirectorContactInformation–RestaurantSupportCenters
TavistockRestaurantCollection4705SouthApopkaVinelandRd,Ste.210Orlando,FL32819 tel.(407)909‐7116
Tavistock Restaurant Collection 10.15 Page 1 of 2
Joe’s 2.0 Busser/Runner Uniform Standards
At Joe’s American Bar and Grill we take pride in having the best looking uniforms in the business! For this reason, we ask that you follow the specific presentation and uniform standards described below.
Presentation
• All employees are expected to come to work displaying good hygiene and cleanliness. We deal with people so looking and smelling appropriate is important!
• All male employees are expected to be either clean shaven every day or have fully grown and groomed facial hair; no “growing-in phase” will be allowed. If they come in unshaven, it is grounds to be sent home for the shift.
• If the employee wears makeup, it needs to be work appropriate; natural and subtle. No flashy colors or over-the-top looks. They are also required to come to work with their makeup already on. Getting ready on the premises or in the bathroom is not acceptable.
• All employees are expected to have their hair in an acceptable style for the job. Hair is to be well groomed and clean at all times. If their hair is longer than their shoulders, it is required that it be pulled back. Any dyed or colored hair must be of a subtle and natural hue.
• Fingernails must be well manicured. Females wishing to wear a colored polish may do so, as long as it is chip-free and a solid color.
• Minimal jewelry/accessories are acceptable. No long dangling earrings or head pieces that will interfere with work. One earring in each ear is appropriate for male and female employees.
• No visible tattoos above the collar.
Uniform
Summary: Chambray Shirt, Dark Blue Jeans, Joe’s Logo Navy Bib Apron, Chuck Taylor-like Shoes, Brown Belt, Crew Socks
Provided by Restaurant: • Shirt – Chambray-style dress shirt, Men’s and Women’s cuts available. Joe’s will provide 2 shirts
per employee; additional shirts may be purchased from your manager. Brand- Port Authority, Male and Female cuts available. S653--Chambray Blue--MENS CHAMBRAY SHIRT CHAMB BLUE L653--Chambray Blue--LDS L/S DENIM CHAMBRAY BLUE
• Apron – Navy Blue ½ Bib apron with Joe’s logo o Apron should always be clean and not faded/torn. Nothing is to be kept in pockets of
apron. Provided by Employee: Top:
• If an undershirt is preferred, the employee should wear a PLAIN white undershirt or tank top. No visible logos or writing on the undershirt is allowed.
Tavistock Restaurant Collection 10.15 Page 2 of 2
Bottom: • Jeans – Plain, dark-washed, straight leg or boot cut jeans. The jeans should have a comfortable
fit, not baggy and not a skinny jean. They should be dark in color and not have a lighter wash on the front or back. They should be plain, not have any kind of embroidering or design on them. There should only be front and back pockets, no cargo style. Jeans should not drag on the floor or be rolled at the bottom.
• Belt – a dark brown belt is required; jeans should have belt loops. The belt should be solid brown with a plain buckle. Again, no design, studs, diamonds, etc.
• Socks – crew height black socks required. No ankle socks. No skin should be visible when employee bends leg.
• Shoes – shoes must be Chuck Taylor-style, canvas, non-skid, and slip-resistant shoes. Options considered include: Keds, Adidas, and Shoes for Crews. Shoes must be blue, red, black or white in color.
UltiProInitialLogin
TavistockRestaurantCollection
UltiProisTavistock’sonlineemployeeself‐serviceportal.OnUltiProemployeeshavetheabilityto: Viewcurrentpaystatement Viewpastpaystatements Viewvacationhours Viewandedittaxinformation Sign‐upandviewbenefits Editemploymentinformation
TologintoUltiProforthefirsttime,goto:https://infosync.ultipro.com
LoggingIn
LoginUsername:LastName+1stInitialof1stName+Last4ofSSNInitialPassword:8digitbirthdate(MMDDYYYY)Employeewillhavetochangepasswordandsetupchallengequestionsduring1stlogin
ChangePassword:ClickonPreferences(upperright,dropdownoptionbyemployeename)ClickonChangePasswordandfollowthedirections.
ForgotPassword:ClickonForgotPassword onlog‐inscreenandfollowthedirections.
_____________________________________________________________________________________
TavistockRestaurantCollection Page1of1
TavistockRestaurantAllergyPolicy
Allstaffmembersarerequiredtofollowthefivestepproceduretoensurewemeetourguests’dietaryrestrictionsandconcerns.Allergiescanbelifethreateningandmustbehandledwithourguestssafetyinmind.
1. Anyteammemberthatisinformedofaguest’sallergymustimmediatelyinformtheManageronDutyANDtheChef,andinsurewecanpreparedishaccordingtoguest’sneeds.
2. TeammemberistoringintheitemintothePOSwiththeproperAllergyKeynotingthespecificingredients(s)whichtheguestisallergicto.
3. ManagerandChefconfirmwitheachothertheneedsoftheguestandhowthedishwillbeprepared.
4. ManagerorChefwillvisitthetablepriortofoodarrivingtoverifyallergy,letthemknowthechefisawareandassurethemwearepreparingthedishastheguest’sneedsdictate.
5. ManagerorChefONLYwilldeliverthespecificallergy‐safefoodtotheguest.
8MajorFoodAllergens:
1. Milk 5.Fish(suchasbass,cod,flounder)
2. Eggs 6.Shellfish(suchascrab,lobster,shrimp)
3. Peanuts 7.Soybeans
4. Treenuts(suchasalmonds,cashews, 8.Wheatwalnuts)
CommonSymptomsofAllergicReactions: Lossofconsciousness Shortnessofbreath Itchingortinglinginandaroundmouth,face,scalp,handsandfeet Hives Wheezinganddifficultybreathing Swellingoftheface,eyelids,tongue,lips,handsorfeet Tighteningofthethroat(difficultyswallowing) Suddenonsetofvomiting,crampsordiarrhea Dropinbloodpressure Death