1. Overview
2. Culture
3. Operations
4. Service
5. Menu
6. Selling
7. Satisfaction
8. Problems
9. Closing
10. Rewards
11. Understanding
12. Conclusion

1. Overview

Training Goals and Objectives

This training is designed to help you:

to appreciate the heritage and reputation of your workplace
to understand the roles and responsibilities of your job
to become a more effective member of your team, and
to appreciate the opportunities and rewards of a job well done

It is important to cover each chapter in succession, to read and understand all text and watch all video segments closely. Before moving on, test your understanding of each chapter by clicking on the Knowledge Checkpoints and answering each question found there.

When you reach Chapter 11: Measuring Your Understanding, you will be taken through four role-play scenarios. Each scenario will provide critical junctures where you’ll be asked to make decisions and to understand the ramifications of those decisions. Make sure you go through each exercise completely and comprehend the rationale behind the proper decision-making processes.

Finally, when you’ve completed this training, you will sit down with your manager for a final review.

This web site is designed not only to help new hires understand their work environment and job expectations but it is a vital tool to staying in tune and in touch with the key components to outstanding job performance.

Did You Know?

Restaurant-industry sales are forecast to advance 5% in 2007 and equal 4% of the U.S. gross domestic product.
The overall economic impact of the restaurant industry is expected to exceed $1.3 trillion in 2007, including sales in related industries such as agriculture, transportation and manufacturing.
Every dollar spent by consumers in restaurants generates an additional $2.34 spent in other industries allied with the restaurant industry.
Every additional $1 million in restaurant sales generates an additional 37 jobs for the nation's economy.
Average unit sales in 2004 were $795,000 at full-service restaurants and $671,000 at limited-service restaurants.
The average household expenditure for food away from home in 2005 was $2,634, or $1,054 per person.
More than seven out of 10 eating-and-drinking places are single-unit (independent) operations.

Source: National Restaurant Association

One of the most critical components of your job performance is your understanding and execution of The "10 Points" System of service. As you make your way through this site, consider how what you learn can be implemented to make this system more effective for you..

1. Acknowledgement: Always greet your guest within 30-60 SECONDS of being seated

2. Drink Delivery: From the time your guest orders a drink to the time you deliver their drink should not exceed 3 MINUTES.

3. Appetizers: whether it’s lunch or dinner, suggestive SELLING an appetizer can increase both your sales and your tip.

4. Entrée Orders: Become a menu expert and create a MENTAL PICTURE of each recommended dish.

5. Table Check: Be seen FREQUENTLY at your table and always strive to both bring something to your guests and take something away.

6. Wine List: The best time to sell wine is right after the dinner ORDER is taken.

7. After-Dinner Drinks: SUGGESTIVE selling techniques are necessary to increase your check average.

8. Dessert Tray: ALWAYS bring the dessert tray to the table after you guests have finished eating.

9. Coffee Time: If you offer coffee before the end of the dining experience, you will LESSEN your chance to sell such things as appetizers, cocktails and dessert.

10. Fond Farewell: Smile! Sincerity and friendliness go a long way in assuring your guest’s return to the restaurant.


The content of this site is confidential and intended only for the use of employees of Hanon Management and its affiliated entities. Dissemination, distribution or copying of this content is strictly prohibited. Copyright 2008 Hanon Management