CUSTOMER CARE AND SERVICE STANDARDS

Our goal at Margheritas Vinoteca is to have a relaxed and friendly service style which is executed sleekly and with style.
In order to have our guests repeat business we, as a team, need to exceed expectations and create memorable dining
experiences.

Service standards are split into two areas

operational (what you do)
interpersonal (what you say)

Our service standards are set to ensure consistency, quality, efficiency, courtesy and totally reliable service. These
standards clarify the expectations of team members. Staff performance will be measured through these service stand-
ards.

SEQUENCE OF SERVICE

Start of Shift

Before guests arrive section waiters must;

Detail tables ensure cutlery is placed correctly and neatly, pepper grinders clean and salt and pepper facing the
correct way, glasses are clean and table free from crumbs.
Check all tables in section are set to plan and stable chairs and floor free from crumbs and debris.
Stations fully stocked stands, sugar, share plates, linen, cutlery, water glasses, ice buckets.

Greet and Seat

Every guest should be greeted by every staff member as they enter the venue - the first impression is critical and
guests must be made to feel welcome!
Guest arrives and is greeted in a friendly manner at host desk establish if a reservation has been made.
Guest checked in ResPAK then shown to table with wine and cocktail menu.
Ensure all guests are seated and offer water for the table (upsell Purezza mineral water)! Remove any unnecessary
settings and fill water glasses.

At the Table

Section waiter to greet table ASAP and acknowledge guest arrival. The initial part of the meal is a chance for the
section waiter to quickly build rapport and set the tone for the meal.
When all guests have arrived and water has been served, present the food menus talk them through style of menu
& sharing and explain any chefs specials.
Offer aperitif, cocktails or wine to begin with and offer recommendations where necessary.
All drink orders taken must have a position number including wine bottles.
Ask guests if they have any queries/questions about menu, this can break the ice and allow them to feel more com-
fortable about asking.

Service Standards 1
 Take full order you are to take guests on a food journey! Explain how the menu is best shared and served at inter-
vals. Use the time taking an order as an opportunity to share your menu knowledge offer recommendations, sug-
gest sides!
Enter order in POS, noting any special/dietary requirements and ensure courses are divided with the CALL button.
UPSELL OPPORTUNITIES
To start - suggest sharing while other guests arrive, antipasto to share before entree
Entre - if none ordered, suggest sharing
Main - specials, sides, more drinks

Service Standards 2
Mis-en-place (Table set up)

After taking food order - add or take away necessary cutlery using a service plate.
- entre knife and fork, outside of main cutlery
- dessert spoon outside knife for pasta or wet dishes
- steak knife for all meat dishes
- sharing meals/salads - share plates

When food arrives check the order is complete including all meals and sides.

Check Back

After 3 minutes or 3 bites check back with guests to ensure a positive response, or if they require anything else
sides, wine etc
If any delays occur with food or beverage report it to the relevant section waiter or manager ASAP.
Ensure guests are happy, we need to find out about any problems while we have time to fix them, not later.

Clearing

If its empty or not being used clear it! Total table maintenance is essential.
Always use a tray for more than one dirty glass.
If share plates require changing between courses, use common sense!
Only remove entre and main plates when all guests have finished eating, unless requested.
Remember to call away mains, drinks or any items on hold.
If you clear a table in another section, inform the waiter.
Only ever call away your own tables you may not know of special requirements in another section.
At the end of the meal clear all items not being used cutlery, crockery, glasses, bottles.
Crumb down table and remove S&P.

Dessert

Place dessert menu in front of guests and open at last page for their convenience. Always bring the dessert menus
to the table, do not just verbally ask if they would like to see the dessert menu.
UPSELL Dessert - cheese, specials
Wine - dessert wine, sherry, cognac, liqueurs, dessert cocktail etc
Tea/Coffee - offer 2nd cup, hot chocolate, affogato
Take dessert and wine order, offer tea/coffee to follow. This eliminates having to interrupt guests repeatedly.
Enter in to POS, put coffee on hold it should always be served after dessert unless requested otherwise.
Set up table
- dessert cutlery, spoon on right, entre fork directly beside inside left
- cheese knife (entre) placed on right side
- share plates if guests are sharing
When dessert arrives call away coffee, do the 3 bite check.
Total table maintenance remove anything unwanted or unused, this now includes napkins, empty glasses, coffee
cups etc.

Service Standards 3
Bill/Account

When guests ask for their bill, print and check all items sold are accounted for. Double check cover numbers and
any surcharge. Enclose business card and pen pen is essential as guest may want to write tip amount on bill.
Do NOT present bill to another section waiters table without them first checking it.
Timing is important for bills, process with a sense of urgency.
If paying by cash proceed to manager to process.
Credit card take EFT machine to table. Make sure correct $ amount is displayed
Present machine to guest and ask them to follow the prompts on the screen - select account and option to enter tip.
When guest has paid, remove bill folder and return with tax receipt.
Do NOT keep receipts or change in your pocket, return to cashier immediately do not carry cash/receipts in apron
pocket.
Once the guests have left the table, any remaining items should be cleared immediately and the table wiped and
reset.

During Service

Maintain total table maintenance. Keep drinks topped up and clear unwanted or unused items.
Always use a tray for removing more than 1 dirty glass.
When removing an empty glass offer more drinks.
Keep the waiters station tidy as this is in eye sight of guests please do not use it as a dumping ground for napkins
and plates.
Never leave your section unattended without informing the manager or neighbouring section waiter.
You are responsible to ensure coverage of your section whilst on a rostered break, make sure a full handover (physi-
cally check all bills) has been done when finishing your shift.

Essential Points

Guests have right of way first, then staff with food or drinks. Always drive on the left!!
When behind other staff, especially near dish pit or bar, alert them to your presence with behind or coming
through.
Never be afraid to ask for help in your section, we want guests to have it all, we have the ability to give it, as a team!
If your section is not busy help others seat guests, clear tables, clear or stock stations, empty glasses or run food
and drinks.
Waiters should NEVER stand still and overlook a table, there is always something to do!
When table is vacated, reset with a sense of urgency.

Farewell

The farewell is as important as the greeting. It is the guests last impression of us.
If they are moving to the bar, escort them and offer to set up a tab.
Thank and say goodbye to guests regardless of whether you were their waiter or not.
We want all guests to know we are happy they dined at our restaurant.

Service Standards 4