Server Training

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What is expected of you

Please read all information carefully. It is mandatory that you are aware of, and committed to following all Western Omelette’s Policies and Procedures. Please understand, we take following instructions very seriously. If you are unable to follow instructions, you will not become a part of this team.

TEAMWORK

This is the most important part of any job. Without teamwork, nobody is able to work efficiently.

Teamwork as a server includes:

Greeting customers at the front door
Seating customers in any servers section
Setting the table up with menus and flatware
Taking the drink order for another server's table if you see they are busy and you have a moment
Delivering food for other server's if you are in the window and see they have food ready to be served
When completing a coffee round, be sure to service all tables, not yours alone.
When arriving to work, please assess the work area and determine if your co-workers are in need of assistance. If so, please clock in and help immediately.

This is a portion of the teamwork expectations, in general, teamwork means you help your co-workers the best you can.

If you believe you are able to work as a team player, please press continue. If you have any doubt, please save both you and Western Omelette time and exit this training now.

COVID-19

By governor's mandate, you are required to wear a face covering throughout the entire duration of you shift. We require your assistance enforcing this mandate with co-workers, and customers over the age of 10. Every person should wear their face covering upon entering the restaurant, going to the restroom, and when exiting the restaurant
You should wash your hands thoroughly every 1/2 hour, or when necessary. If you pick up a any item that has been used, you must wash your hands. Gloves are a false sense of safety... Whatever you have touched with your gloves, is passed on to the next item you touch. We do not wear gloves in the front of the restaurant.
You should always be aware of not touching your face.
You should maintain social distancing at all times.
You must participate in keeping all areas clean and disinfected.
Although you have a face covering, do not talk over customers food, or drinks.
After use of a pen, place it in the used pen bucket, so it may be sanitized.
Menus must be sanitized after each use. After collecting a menu, you must place it in the to be sanitized bin. You are welcome to suggest using their smartphones to view the menu if they prefer. The menu is available at www. westernomelette.com
Tables are not to be moved. If you have a large party, seat them as close as possible but do not move any tables. This is a mandate by the Center for Disease Control. (CDC)
When setting up tables, do not touch flatware! Be sure to only touch the surrounding napkin.
Ketchup and hot sauce bottles must be sanitized after each use
When refilling any drinks that require coming in contact with any equipment, you must provide a new cup. When pouring coffee, do not touch the cup with the coffee spout.

EXPECTATIONS

You must complete a policies and procedures quiz prior to your first day. If you have not already read the entire policies and procedures, you should do so before completeing the test at the end of this training. You can find the policies and procedures at: https://westernomelette.org/company-policies/
You must purchase your own work shirts and apron from your manager. Work shirts are $6.50 each, and aprons are $3.50 each. This will be refunded to you should your position come to an end, provided they are in usable condition.
You must arrive to work in clean, ironed and hair free clothes for every shift. This included your apron.
You must provide your own drinking cup, with a secure lid. This is mandatory! You are not permitted to have any open containers, glasses or to go cups for personal use. You are allowed to use drinking cups when you are not on the clock, and seated at a table.
Smoke breaks are permitted once every 4 hours, provided their is a co-worker who is capable of servicing your section. Do not assume someone will serve customers in your section. You must designate a person to watch your section prior to taking a break. You must have a breath mint prior to returning to the dining room. Do not chew gum!
Eating is permitted prior to, or after your shift. If you wish to eat before your shift, you must arrive with enough time to do so. You must sit at a table to eat, no eating is permitted in any of the work stations. Exception to the eating rule... If you are an opener, you may eat when there is another server who is capable of maintaining your section. Lunch breaks are not common since most staff members work 6 or less hours, however if you do work in excess of 6 hours, you may take a lunch break provided there is another server whom is capable of maintaining your section.
When you are stocking items, it is your responsibility to break down any boxes you empty and discard them in the dumpster outside the back door located by the dish machine. Do not throw these boxes in the trash cans located in the dining rooms. Do not place these behind the trash cans located in the dining rooms.
All servers must participate in keeping the soda machine stocked with ice. This will be a rotation, or directed toward anyone who is not busy when needed.

JOB INFORMATION

When serving water, always use the large size cups. Water is only served upon request.
When setting up a table, only provide the quantity necessary for the following:

Straws
Ketchup & Hot Sauce
Jelly
Creamers
Butter
Napkins

Providing extra items is costly to the restaurant, and will be thrown in the trash. When asked for additional items, please ask how many they would like. It may be necessary in some situations to explain that these items will be thrown in the trash if not used.

Every person ordering alcohol must provide a current identification proving their age.
When asked for a Military discount, you must verify eligibility by viewing their Military ID. No discounts on alcohol. (You will need a manager, or text Russell)
Customers who provide their own Western Omelette coffee cup receive a 50% discount on their coffee. (You will need a manager, or text Russell)
When a customer orders Hot Green Chili, you must ask if they have had the Hot Green Chili before, or offer a sample. If they are unable to eat the chili, you will receive a disciplinary action.
Always be aware of the kitchen bell. When heard, please visit the food window as soon as possible.
iPads are a privilege, and are to be cared for like they were your own. If you are not taking every precaution to take care of the iPad you are using, you will lose the privilege to carry an iPad. If this occurs, you will need to use a pad and pen to take orders, and then transfer them to one of the stationary iPads.
iPads are to be cleaned and polished daily after your shift. Do NOT spray the screen cleaner directly on the iPad. Spray a single spray on the polishing cloth, wipe the screen with the side you sprayed, then flip the cloth over and polish the screen.
Before plugging the iPad in to charge, close all applications. You can do this by double pressing the home button, or sliding up on the screen with four fingers at the same time. Once all open apps are displayed, slide each app up until it disappears.
Plug the iPad into an available plug in the charging station, then press the power button until the turn off slider appears. Now slide the slider to power down the iPad.
Set the iPad into an available slot on the charging station and line it up with the others.

SERVING PROCEDURE

Always be polite and respectful. Remembering your customers is always a positive.
Do not rush a customer, and do not run around like you are not in control of your section. This causes chaos in co-workers and customers alike.
Do your best to avoid lengthy conversations that cause you to neglect other customers.
When approaching a table, you should have menus and flatware in hand.
Have your iPad ready prior to asking for the customers drink order.
Always select the number of guests at a table prior to making any entries. If you need to add, or remove a guest prior to ordering, you can do so by sliding the table icon next to the modifiers icon.

Begin by taking the drink order. This is always to be done first! After taking the drink order, you must press the send to bar icon prior to accepting any food orders. This is mandatory and will result in disciplinary action if you are non-compliant.
If a customer orders water, you must enter a water for their drink. All guests must have a drink selected for their seat. If no drink is ordered, you must select the no drink button.
If a customer informs you that their drink is comped, you must enter the drink, and then have a manager comp it.
It is good practice to offer a few drink options. Example: may I get you a cup of hot coffee, or a glass of delicious orang juice? We also have, soda, iced tea and cappuccinos.
Be sure to order each drink, and entree on the correct seat number. This will help another server delivering your order to the correct person.
Select the seat number you would like to add an item to, then add the item. This is also necessary for splitting checks easily.
If another server, or food runner delivers your food, be sure to check on the customer as soon as possible for additional requests. It is your job to provide your customer with excellent service. It is good practice to ask your customers what condiments they will need and get them to the table as soon as possible. (DON'T FORGET!)
When at the food window, if you see an order ready to be delivered, yours, or another servers, please deliver whichever ticket time is earliest first.
If you are missing any item(s) when leaving the food window, you must circle the missing item, call it out to the kitchen, and then hang the ticket on the rail above the window. Be sure to check back for the missing item(s), or if you were delivering for another server, let them know they have missing items on the rail. You can make a circle around missing item(s) using your fingernail. Once all items have been delivered, be sure to stab the ticket on the ticket stand next to the kitchen printers.
Gratuity may be added to parties of 6 or more.
Check on your table a minimum of three times after they have received their food.
There is a timer that will display on your table if it has not been visited in five minutes. It will reset if you tap the table in the POS, and then exit the table.

POS SYSTEM

Send all drink orders prior to sending any food orders. This is policy and should be done correctly every time.
Once any item is sent to the bar, or kitchen, it is now locked in and can only be adjusted, or removed by a manager, or Russell. Please be careful when entering your orders.
When you are ready to print a receipt, you may send it to any one of four printers in the dining rooms. You will be asked which printer you would like to send the receipt too.
Receipt printers are located in the following areas:

At the front entrance - Front Register
On the counter in the North dining room - North Dining Room
In the server station - Server Station
On the Bar - Bar

The Front Register station has the Verifone Credit Card Reader attached. This unit will accept cards with chips, as well as Apple and Google pay.
The North Dining Room and Server Station iPads have credit card swipers.
When processing a credit card payment, you must collect the SIGNED, MERCHANT copy from every customer you present this too. Unsigned receipts are added to your employee file. Excessive unsigned credit card receipts will receive a written warning. Missing credit card receipts will receive a written warning.
You are responsible for keeping all credit card receipts for your daily audit. Please keep these clean and well organized.
When you are ready to run a daily Z report, you must follow this procedure.

Tap on your user icon on the bottom right of your iPad
Tap end shift
Verify you have no open receipts
Tap next at the top right
Tap print user X report - Verify this printed
Tap print user Z report - verify this printed - You MUST always tap this option to finalize your day. This will zero out your account for your next shift.
The X report is printed as a back up in the event the Z report does not print
If you must use the X report due to a non printed Z report, please write Z report on the X report... 🥴
Be sure to make a note of your tips received every shift. You will need this number to complete your weekly tip claim
You must attach the correct amount of cash to match the cash due on your report. We prefer to not use coins, instead, we round to the closest dollar. If your change due is 50 or higher, round up to the next dollar. Please circle the cash due to verify that is what you will be depositing into the safe. If you have paid cash out, you must write the amount you will be depositing into the safe, and also complete an online Z report form. That link will be provided by your manager.
Once you have your Z report ready, you should now gather your credit card receipts.
Count all your credit card receipts, and verify you are not missing any by checking the number of credit card payments on your Z report.
You must now look through EVERY credit card receipt and verify they have all been signed.
Once completed, you write the results next to the credit card payment area on your Z report. If you have all receipts, and they are all signed, write: all present and signed. If you are missing any, or have any unsigned, write that information. Example: if you have 20 credit card payments but only have 19 credit card receipts, write: 19 present, 1 missing. If you have any unsigned, add that info. Example: 2 unsigned.
When you have completed the above, line up your credit card receipts in an organized manner, arrange your cash so that all heads are forward, and facing the same direction. Fold your Z report in half 1 time and add your cash to the inside of the folded Z report. Stack your credit card receipts on the bottom of your Z report along with any receipts that you have paid out. Clip all your paperwork together with one clip on each side.
Deposit into the safe.
Be sure your deposit is completely in the safe. If you leave your deposit half way outside of the safe slot, you are responsible for those contents.

PAYROLL, HR & SUPPORT

Pay-cycle: Monday through Sunday
Payday: Every Friday - Pay is calculated one week in arrear. When you complete a pay-cycle of Monday through Sunday, you will be paid for that week the following Sunday.
Starting pay: Minimum wage is $12.56 per hour - Tipped employees minimum wage is $9.54
Tipped employees must complete a tip claim every Sunday for the current week.
Direct deposit is the method we use to deliver paid wages. We do not issue checks.
If you have any questions, need help with a POS issue, or anything that the current staff is unable to assist you with, please text message Russell. You can do this from any iPad by opening the text message app. When texting, please start all messages with your name.

Are you ready?

The following is a quiz of what we covered in this training.

Name*

First Last

Date*

MM slash DD slash YYYY

Email*

What is required of you to be part of this team?*

Please be as specific as possible.

How often should you wash your hands?*

When talking around food or drinks, is it best to remove your mask so you can be heard?*

Yes

Is it necessary to sanitize condiment bottles, or shakers after every use?*

Yes

When is it acceptable to take a menu from one table and hand it to a customer at another table?*

When refilling a customers drink, how do you prevent it from touching the dispenser?*

Are you required to purchase a work shirt and apron?*

Yes

What are the personal hygiene requirements?*

Please be as specific as possible.

When carrying your cell phone while working, where should you keep it?*

When are you permitted to eat?*

When stocking items, where should you place empty boxes?*

How often are smoke breaks permitted?*

When chewing gum, what should you do when speaking to a customer?*

Who is responsible for maintaining ice in the soda machine?*

What cup should you use when serving water?*

What is the policy when providing condiments?*

Do we have a policy concerning military discounts? If so, what is it?*

When a customer orders hot green chili, what is the procedure?*

What are all procedures, when caring for the iPad you have been assigned?*

Please be specific.

What is the best way to hurry a slow ordering customer?*

When having a lengthy conversation at a table, how do you deal with other customers?*

When beginning a new order, what is first?*

Should you suggest drinks?*

What drinks do we have available?*

If you have joiner's, how do you increase the seat numbers?*

What is the procedure if a customer does not order a drink?*

When checking the food window, what should you do if there are multiple orders ready to be delivered?*

What is the procedure if you are missing items but deliver what is ready?*

How many times should you check on a table, once their food has been delivered?*

How can you keep track of the last time you checked on a table?*

If you forget to send your drink order first, how do you fix it?*

How do you determine which printer your receipt will print to?*

What payment types do we accept?*

What is the procedure when you are finished taking tables?*

Please be specific, and include all steps.

How often do you report your tips?*

How do you report your tips?*

Phone

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