You've
reached the penultimate
section of this training
web site. You've read
and seen much content
and, hopefully, you've
reached a clearer understanding
of your job.
Understanding the 10 Points
is one of the most important
things you can do as a
good server. If you follow
these guidelines, you'll
have the foundation to
achieve success in your
job.
Below you'll see examples
of each of the 10 Points
in action. Use these video
vignettes as a template
for serving the right
way...the Hanon way.
Acknowledgement
Always greet your
guest within 30-60
SECONDS of being seated.
PLAY
VIDEO
Drink Delivery From
the time your guest
orders a drink to
the time you deliver
their drink should
not exceed 3 MINUTES.
PLAY
VIDEO
Appetizers Whether
it’s lunch or
dinner, suggestive
SELLING an appetizer
can increase both
your sales and your
tip. PLAY
VIDEO
Entrée
Orders Become
a menu expert and
create a MENTAL PICTURE
of each recommended
dish.
PLAY VIDEO
Table
Check Be
seen FREQUENTLY at
your table and always
strive to both bring
something to your
guests and take something
away. PLAY
VIDEO
Wine
List The
best time to sell
wine is right after
the dinner ORDER is
taken. PLAY
VIDEO
After-Dinner
Drinks SUGGESTIVE
selling techniques
are necessary to increase
your check average.
PLAY
VIDEO
Dessert
Tray ALWAYS
bring the dessert
tray to the table
after you guests have
finished eating. PLAY
VIDEO
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. PLAY
VIDEO
Fond
Farewell Smile!
Sincerity and friendliness
go a long way in assuring
your guest’s
return to the restaurant. PLAY
VIDEO
Alcohol Awareness is a growing concern
within the Hospitality Industry nationwide.
By recognizing the "early" signs
of intoxication, monitoring your customer's
consumption, and treating them as you would
a guest in your own home; you fulfill your
responsibility and protect the guest
To
serve or not to serve?
By understanding
and fulfilling your responsibilities... Your Role:
•
Observe
•
Monitor
•
Report
Assisted by the guidance
and support of management... Your Manager's Role:
•
Confirm
•
Confront
•
Resolve
With adherence
to the company's policies...
1
We will
not knowingly admit obviously intoxicated
for underage customers to the bar.
2
We will
not knowingly serve alcohol to an obviously
intoxicated or underage customer.
3
We will
offer alternatives to alcohol.
4
We will create an atmosphere to promote
responsible drinking.
5
We will make a reasonable attempt
to prevent obviously intoxicated customers
from driving.
. . . We can accurately
and confidently answer that very important
question.
•
Responsible
service of alcohol requires a team effort.
•
Know
and watch for the signs of intoxication.
If there is any question, avoid further
service and report to a manager who
will make the final decision and determine
whether the guest should remain or leave.
•
If you
know what it takes to get someone drunk,
you can prevent it by monitoring their
consumption and offering alternatives.
•
Do not allow drunks to come in, and
do not allow intoxicated guests to
drive.
•
Hospitality is our business. Beverage
service is only one element.
•
Cooperation between employees and
management allows us to exercise a
degree of influence on the behavior
of our customers that will result
in an atmosphere of responsible drinking.
•
This is just a portion of our company
Alcohol Awareness program. A complete
handbook with certification test is
provided at orientation.
Hanon Management
Bevo Mill
Pujols 5
Grill
The Plaza
Grill
Crowne Plaza
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
