WAITRESS TRAINING GUIDE

Welcome to the Service Team of Riddles and Vittles. We hope the experience you encounter as you fulfil your duties as a waiter/waitress will be very rewarding.

Waitering/Waiteressing is a high profile job in the hospitality industry. It is through you that we at Riddles and Vittles extend the hospitality of this establishment to every guest. If you succeed in creating a pleasant atmosphere to which guests return, you are contributing to valuable service in the field of public relations.

Waitering/Waitressing offers many opportunities for personal development and growth. You meet people from all walks of life and from all over the world. You learn to cope with a broad range of people and situations. New friendships develop as you interact with co-workers and guests.

You have an opportunity to learn many aspects of food preparations, and the proper methods of presentation and serving.

Waitering/Waitressing is an interesting job, but it is not an easy job. With this in mind our manual has been prepared for your benefit. We ask that you study it (and any additional material we suggest) very carefully.

Being prepared for your job will make it much easier for you. The satisfaction of a job well done, and the resulting financial rewards are direct results of the effort you've put into your job.

In any job, reliability and punctuality are of prime importance.

• All staff must come in on time. If you are sick or cannot make it to work for some other reason, or you are going to be late, call the hostess at 555-5555. All shifts must be filled for operations to run smoothly. If you are sick, the following are recommended guidelines for calling in sick.

• If scheduled for morning shift, call the night before and speak to the hostess.

• If scheduled for evening shift, call the morning of that shift and notify hostess.

• make sure your uniform is clean and pressed;

• have your clean, white, ironed Riddles & Vittles T - Shirt;

• be sure your footwear (white running shoes - no logos ) is comfortable, clean, and in good condition;

• have clean white socks;

• have clean, well pressed red shorts;

• make sure you are wearing a minimum of jewellery and make-up:

• Be sure you are wearing your name tag. It is an important part of your uniform;

• personal cleanliness is a must, as is a clean, neat hair style. Long hair must be attractively tied back.
• Punch in only after you are ready to begin working.
• Sign out cheques with hostess. All cheques will be numbered. This is very important, as ALL guest checks must be returned and checked in at the end of your shift. Guests checks are your responsibility.
• You are required to bring your own float.
• Have a good pen, preferably a retractable type, and a scratch pad.
• Evening W/W, Choose and mark your section on both laminated floor plans.

PRE OPENING DUTIES: LUNCH

• Fill water pitchers/restock ice sinks - waitress station, bar sink, pop machine.
• Put ketchup on tables.
• Turn bun warmer on about 30 minutes before lunch starts. Set to 200 & set moistened cloth in bottom.
• Restock and set out all condiments:

• Make sure stations are well stocked, placemats, napkins, silverware, clean glassware.
• When front of house service counter supplies run low write on "we need" list.
• Prepare ice cream area with sauces, dishes, scoop & garnishes. Keep this area clean after using. Bear in mind ice cream portion control.
• Dirty dishes must be scraped & stacked in proper locations for dishwasher.

PRE OPENING DUTIES: DINNER

• Refill ice sinks.
• Restock waitress stations.
• Fill water pitchers, place at each station.
• Make sure coffee, tea is made, supplies are O.K.
• Check tables for cleanliness, and proper setting.
• Swat flies, when customers are absent.
• Set up dessert area, ice cream scoop sauces for sundaes, garnishes, etc.

ALL SHIFTS

• At all times it is the responsibility of all service staff to do a visual check of the entire dinning room. This is required to ensure that everything looks clean.
• Clear menus after taking orders.
• Maintain float - change for making change.
• Clear tables (daytime) - run dishwasher (daytime).
• Stack clean dishes from dishwasher (daytime).
• Make drinks - Fiddlers Fancy's (daytime).
• Set tables, placemats, napkins, cutlery (daytime).
• Self serve chowders, buns.
• Make sure you notify if low on any supplies.
• Check chalkboard for special instructions from kitchen.

• Total bills near end of shift - cash out. When cashing out, give cashier cheques, in numerical order.
• White portion of credit card slips to be put in C.C. slip box when transaction is finished. IMPORTANT if white portion is lost, we have a major problem. Check with busser it they have cleaned your table, to verify if they've put it in the C.C. slip box.

TAKING ORDERS:

• If there are young children at the table, ask parents if coloring sheets and crayons would be desired.
• Go to your table about two minutes after your guests have been seated and greet them. If you are unable to go directly to a new table (due to orders up in kitchen), on the way by the first time introduce yourself and indicate that you will be with them shortly. This assures the guests that they will be attended to. Ask if they would like anything from the bar. We suggest the use of: "What may I bring you for a beverage?" Use suggestive selling - don't ask for the sale, assume the sale. Notify the guest of drink specials. This is our suggestive selling procedure.
• Be especially alert before meals for drink glasses which are quickly emptied by guests. Pick up at once and say; "May I bring you another martini?" (scotch, or glass of wine, etc). Customers with limited time will often have a second drink if you make it easy for them. These extra sales make a big difference in check averages and tips.
• When customers have declined pre-meal drinks, proceed at once to serve rolls and biscuits. However if there is a bar order, be sure to place it immediately, then serve the rolls unless customer would like to wait a bit.
• When ready to take food order, enthusiastically approach table with guest check and pen ready. Smile. Guests are here to relax and enjoy good food. Your attitude is a key factor in helping them do this.
• Always suggest appetizers. Pause briefly and if there's no immediate reaction say: "perhaps you'd like one of our fresh salads?" These suggestions must always be made even if the customer orders a main course as soon as you approach the table. Suggesting an appetizer among guests is a very effective selling tool.
• Know your menu thoroughly! Make a suggestion from items on the menu. Always have an alternative suggestion ready. Know the items that have run out. Avoid needless trips to find out what is available. Not knowing what is on the menu wastes time, annoys customers, and makes you look very incompetent. KNOW YOUR MENU! Pertinent info should always appear on blackboard, so check it often!

PURPOSE OF FOOD MENU KNOWLEDGE:

• To exhibit professionalism - the guest feels comfortable with the server's knowledge;
• To be confident when suggestive selling;
• Improves customer service by being able to describe menu items. To help the guest make decisions regarding

• To assist guests with restricted diets, such as allergies, low cholesterol. CONSEQUENCES OF ALLERGIES CAN BE LIFE THREATENING.
• Write all orders as they are given. This is a firm policy. Double check for accuracy by repeating the order to the customer. DO NOT leave the table and go to the kitchen with any questions about the order. Write plainly. Customers, cashiers, and accountants must be able to read your checks. A mess check reflects badly on you. Use only abbreviations approved by restaurant management.
• Ask customers if the food is to be (all together) on one bill. This allows them to tell you if separate cheques are necessary. Very Important: a) this avoids any inconvenience to the guests. b) it exhibit professionalism, and c) it eliminates rewriting of bills (your time is valuable).
• Write orders in sequence. Start from your left and go around the table in a clockwise order. This enables you to serve orders without asking who gets what. (ASKING WHO GETS WHAT IS A NO-NO). If orders are not given in sequence, make a mental note. (For example, the man with the red tie - seafood casserole)
• Be sure you understand AND write down any special instructions (how meat is to be done, side orders etc.)
• When guests are studying the menu and appear in doubt about what to order, they will probably welcome suggestions. Make them with confidence by knowing the menu. You are representing Riddles & Vittles and they want to believe you know what you're talking about.
• If you've made suggestions and guests need more time to decide, you can: (A) step to one side, slightly away from the table, stand erect, pay attention and wait for them to address you OR (B) if you are serving other tables at the same time you may say: "If you like I can provide you with a few more minutes to look over the menu". This gives you time to serve your other guests at other tables while still remaining discreet.
• Make sure you hear what the guests are saying. We repeat DO NOT GO TO THE KITCHEN WITH ANY QUESTIONS. DO NOT LEAVE THE TABLE WITHOUT ANY UNCERTAINTIES ABOUT THE ORDER. This may result in wrong orders, causing waste in terms of food and time, as well as a great deal of embarrassment to you. BE SURE YOU KNOW HOW EACH MENU ITEM IS PREPARED. By knowing your menu thoroughly, time is saved by not having to interrupt the busy cooks. When in doubt, ALWAYS check with the cook. If someone with an allergy or medical condition asks about a certain food item's ingredients GO TO THE COOK AND TELL HER WHY YOU'RE ASKING. This is very important!
• Clear Away Menus!!!

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TAKING BAR ORDERS

• If a guest orders from the bar, go directly there. The bartender will have a pad there for you to write your orders. The pad will be divided into sections which make it easy for you to know which order the bartender is currently filling.
• In the first available section write your order. Use only abbreviations the bartender knows and understands. Write clearly. Write the name of the wine. After the name of the wine write in brackets the number of adults at the table.
• Write the table number on the order. Please be very careful to get the correct table number. It is embarrassing for the bartender to deliver orders to the wrong tables. It is important to write your name on the order in case there is a question concerning the order. Occasionally a customer will order an additional drink directly from the bartender, therefore it is necessary for him to know your name.

BAR ABBREVIATIONS

PLACING AN ORDER IN THE KITCHEN

• After going to the bar, go to the kitchen to place your order.
• Write your order for the cooks on white pads. The order is to be divided off into courses, all the appetizers at the top, divided by a line, then followed by all main entrees. Use only abbreviations that are accepted by the kitchen staff.

SUGGESTED ABBREVIATIONS TO BE USED ON ORDER SLIPS

ISLAND BLUE MUSSELS--------------------------------------MUSSELS

STEAMED CLAMS-----------------------------------------------CLAMS
CHICKEN WINGS------------------------------------------------WINGS
OYSTERS ON ½ SHELL---------------------------------------OYSTERS COLD
BAKED M. OYSTERS-------------------------------------------OYSTERS HOT
CLAM CHOWDER-----------------------------------------------CUP/BOWL CLAM
LOBSTER CHOWDER------------------------------------------CUP/BOWL LOB
FRENCH FRIES---------------------------------------------------FF
SCALLOPS---------------------------------------------------------SCALLOPS
SEAFOOD CASSEROLE---------------------------------------SEA CASS
FISH & CHIPS-----------------------------------------------------F&C
BARBEQUED SALMON---------------------------------------BBQ SALMON
CHOICE RIB-EYE STEAK------------------------------------RIB EYE
BARBEQUED CHICKEN--------------------------------------BBQ CHICK
KID'S FISH & CHIPS-------------------------------------------KFC
KIDS CHICKEN FINGERS------------------------------------FINGERS
RIDDLE BURGER & FRIES----------------------------------R BURGER
LOBSTER SUPPER----------------------------------------------LOB SUPP
LOBSTER PLATE------------------------------------------------LOB PLATE

COMMUNICATION

• When ordering, state by saying "order up" to be herd by cook as you place white note on hook.
• Inform cook when ready for entree's in advance if possible to insure food timing and smooth operating procedures.
• Immediately inform cook on any delays on customers who want to wait before eating.
• Inform any changes in order.
• Important - When one guest orders a lobster supper and another guest at the same table orders only an entree and no appetizer, you must ask if that guest would like his main course when the 1st guest receives his appetizers or would prefer to wait until guest #1 has his/her Lobster. Guest # 2's entree must then be placed on the order form on the appetizer section (top) or entree section (bottom), depending on when they would like served.

APPETIZERS AND ROLLS

• This is probably the most important part for making your guest's meal as enjoyable as possible. No one likes his/her meal cold or warm (It must be hot!) Learn to time your activities around picking up your orders (This is also pertinent for the hot appetizers from the steam corner). Keep checking where your order is and as soon as it is ready take it out to the table. Speak to the guest as you approach the table too serve their dinner, This should avoid sudden moves which could cause spills. Serve the dinner from the guest's left with your left hand. At all times children should be served before adults. At a table without children, ladies are served before gentlemen.
• Once a couple of minutes have passed go back to your table to see if everything is going alright. This is especially important for orders where steak is involved. This is referred to as the "Quality Check" - 2 minutes.
• Ask if there is anything else you can get for them, (be sincere). This is referred to as "Table Maintenance". A few examples include: discreetly check for water or drink refills, replenish items (butter, creamers, etc..), and remove unnecessary items.

DESSERT

• When you see that your table is finished eating, go and clear their dinner dishes. Only clear when all guests have finished, unless otherwise requested. Remove used dishes from guests right with your right hand. Tell them what we have for dessert. Ask if you can get them tea for coffee or an after dinner drink. It is your responsibility to make and/or pick up your own desserts. The kitchen staff is only responsible for having them made and in the refrigerator on plates.
• Desserts are the 'Grande Finale' to your guests meal---don't disappoint them by serving a messy sundae, a roughly cut or dried out cake. Our desserts must look as good as the taste. ALL DESSERTS MUST BE TASTEFULLY GARNISHED BEFORE THEY CAN BE SERVED. Always carry a tray of desserts at eye level. Helpful Hint: Midway through the meal, while performing table maintenance, notify the guest, "BE SURE TO SAVE ROOM FOR OUR DELECTABLE DESSERTS". Then inform guests of our selections. This enables the guest to start thinking about their dessert selection.
• If a guest orders coffee or tea go to the table a couple times to see if He/she would like a refill. Refills can be made at the table. Serve coffee, tea, pop, milk from the guest's right with the right hand.
• Always keep your guests "happy". If they are enjoying themselves and their meal, they will show it in both attitude and tips. This will then reinforce your service skills and the restaurant's image.

CUSTOMER RELATIONS

• Please remember that your position on our sales/service team makes you a company representative. You are often the only direct contact with our customers and the company will be judged by your appearance, attitudes, manners and efficiency of service.
• Customers are faster to criticise employee attitudes and performance than anything else.
• Tips must be earned. Nobody really earns tips just by taking orders and putting things on tables. Tips are controlled by customers - not by the business establishment. The word "TIP" originated from three words - "To Insure Promptness" - meaning a reward for trying.
• When customers decide to tip, they nearly always relate the tip to a percentage of the check. Therefore, the higher your sales, the higher your tips. Whether the tip percentage is 10% or whether it is 15% or 20% will also depend on you ... on how you impressed customers with your courtesy, job knowledge, helpful suggestions, promptness of service and in presenting check when guests are ready to leave.
• Never pre-judge customers as looking or acting like "good tippers", "cheap", "grouches", "beer types"; etc. Such judgements will be obvious to customers, in your face, voice and attitudes. If you give your best to every guest you will find very few who will not treat you well.
• Upselling is suggestive selling resulting in a positive enhancement of the guests dining experience, as well as higher sales. The benefits of suggestive selling are as follows;
  -   increases guest check (company revenue, increases gratuities)
  -   provides opportunity to suggest menu items
  -   personal endorsement of food & beverage items may set guest at ease.
  -   demonstrates product knowledge and allows the guest to make informed decisions.
  -   shows concern and care for guest (increasing guest satisfaction)
  -   increases professional image and self confidence

When the guest is seated, and greeted, follow not by asking only if they would like something from the bar, but rather "What may I bring you for a beverage, may I suggest a chilled strawberry daiquiri" (ASSUME THE SALE, DON'T ASK FOR THE SALE). Convey the positive idea that we have something to better their experience.

If only main entrees are ordered for example, salads or appetizers should be creatively suggested as well as mouth watering descriptions of our desserts. By upselling in a positive manner your image as a professional is enhanced. AND REMEMBER: The financial reward from upselling and good service is significant for both the company & the all staff members who participate in the sharing of tips.

GENERAL RULES OF CONDUCT AND PERFORMANCE

• Good grooming is absolutely essential. You will be given special instruction on this subject.
• You are part of a "sales/service team". This means co-operation with fellow workers. No Prima Donnas, please.
• Never argue with a customer under any circumstances. Don't try to defend mistakes or blame others. When something is wrong, admit it promptly and correct it cheerfully. If any customer situation gets out of hand, turn it over to your superior at once. All complaints MUST be brought to the attention of the supervisor.
• Stay in your station when not actually performing duties. Always keep tables under observation. No more than two service people should stand together in a customer area.
• While on duty, even at slow periods, don't congregate in a group for small talk. Sitting with customers, chewing gum or smoking on duty are never permitted. Avoid all loud talk, shouting orders, etc. (All of these things create a low-grade image for the business and for you. They lose sales, tips and customers).
• Be sure you understand and follow company policy for employee meals.
• Have a good relationship with kitchen personnel. They have a very difficult job and need your complete co-operation. In other words, we at Riddles & Viddles are promoting TEAMWORK. Here are some ways in which the staff can participate in teamwork;

A)   Know and preform your job according to your job description
B)   Treat all co-workers equally - personal feelings set aside
C)   Co-operate with co-workers, ask for help and give help
D)   Be patient and considerate - you too were once a new employee
E)   Work in a calm and efficient manner
F)   Be aware of demands on other departments
G)  Co-operate with management & follow proper channels of communications.
H)  Offer suggestions to improve the work environment
I)   Be empathetic to co-workers (see their point of view)
J)   Positive communications
K)  Taking initiative - helping other personnel when no busy

• While on duty, keep asking yourself these questions:

-    What needs to be done right now? Can I give a hand to a fellow worker who's in a spot?
-   What's happening? Is any situation arising that I should be ready for?
-   Are incoming customers new to you or old friends? Should I greet somebody by name?
-   What other service can I offer any of my guests?

• When you are scheduled for a shift, it is your responsibility to be there on time. If you are unable to come to work please phone as early as possible so - a replacement can be called in.

-   If you are sick, the following are recommended guidelines for calling in sick.
-   If scheduled for morning shift, call the night before and speak to hostess.
-   If scheduled for evening shift, call the morning of that shift and notify the hostess.

Please do NOT call just before you are expected to begin your shift saying you cannot work. This is very unfair to your co-workers and places impossible demands on them.

EXTRAS

• During the course of the evening make sure the stations are well equipped, organized and neat. Take pride in your station.
• When it is not busy it is the waitresses/waiters responsibility to help out with the dishes.
• When it is busy, you may have to help in the kitchen with clean up, i.e. sweep floors, mop, or help with the dishes. Be prepared to help and to do anything.
• Always check the steam table during the evening to make sure there are enough chowders. If low, make it known to the kitchen staff. This also applies to the buns in the bun warmer, and to desserts. Always make sure someone has heard you if you call out that something is needed.
• Staff should replenish supplies according to the need. As business slows toward the end of the evening, it is not necessary to be stocking the bun warmer to full capacity. Whenever restocking buns in the warmer please follow the suggested sequence. Buns must always be pre-warmed before going into the bun warmer. ALWAYS THINK AHEAD! Let's not end the evening with a fully stocked steam table and bun warmer.
• If someone needs help with an order, etc. be prepared to help if you are available. Everyone needs assistance at one time or another. Remember: WE ARE A TEAM!
• Make each trip to the dining room or kitchen count. For example, you should not be making a trip to the kitchen empty handed if one of your tables has finished a course and has dishes to be removed.
• When you are employed by Riddles 'n Vittles to sell and serve our products to customers, we think of you as a sales and service representative. We want you to think of yourself in the same way. This is what your job is all about. We have no quarrel with the words "waitress and waiter", except that they imply a job of just waiting on customers and taking orders. That does not properly describe you work with us. Your job as a sales/service person includes the important techniques of suggestive selling and good customer relations. We provide training to help you develop these skills and become a professional at your job: We want to help you earn the most money for yourself by doing the best job for our customers and our company.

CLEAN UP AT THE END OF THE EVENING

• The last staff on are the last staff off, and it is their responsibility that everything is clean and ready for the next day. Clean up must be done thoroughly as there is no time the following day to make up for a poorly done job.
• You must take the water jugs from the stations.
• Coffee pots and teapots must be cleaned and put away.
• Clean and polish the coffee maker and milk dispenser.
• Clean the counter;
• Remove ketchup bottles from the tables, fill, and put in the refrigerator;
• The stations must be filled with glasses, silverware, napkins, placemats, and ashtrays. Report to hostess or manager when last carton of any supply is to be opened. Remember to have cutlery trays and under the plastic mesh cleaned before re-stocking.
• Pop glasses must be brought out and stored beside pop machine. Wipe pop machine and empty the ice tub.
• Salt and pepper shakers must be checked, and, if low, taken in and filled. They should also be cleaned and polished. (mid-shift waitress assignment)
• Fill sugar bowls.
• Sign in remaining cheques. This is a must!
• Close all windows. Lock door at the waitress station. Remove Bingo cards from window sills and place on tables.
• Take out garbage including garbage at the front desk, and replace with fresh bags.
• Clean dessert area and replenish and place sauces, garnishes, etc. in walk-in cooler.
• All trays and busboys must be washed, wiped dry, and stored. As necessary, the cork-lined trays must be soaked overnight to eliminate the sour smell.
• Add to "we need" list as observed.

CLEARING TABLES

• When it is not busy, it is your responsibility to clear and set up your own tables. If you are available during a busy time you must assist the bussers in preparing tables. When clearing tables use a bustub appropriate to the table size when available.
• During our busy season, tables have to be prepared very quickly. This must also be done quietly. No banging (or breaking) dishes please! Place the bustub on a tray stand close to the table or if necessary place it on a chair. If a chair is used remember to wipe the chair carefully when you remove the bustub.
• In one end of the bustub lay a placemat onto which you can scrape leftovers from the dishes. Hold the dish you are cleaning in the bustub so that the leftovers being scraped off aren't visible to the guests. Stack the heavy plates on the bottom of the bustub. Lighter items can be put on top. Do not touch rims of cups, glasses, chowder bowls etc. with your hands. Cups should be picked up by the handles and stacked. Glasses are picked up by the bottoms and are never stacked. Silverware should be placed in the bustub with handles all facing the same way. These practices are for your protection against any contamination. Do not overload the bustub. In addition to being heavy to carry "packing" dishes into a bustub is time consuming. It's quicker to get another bustub. Serviettes and placemats can be placed with food scraps for quick disposal in the kitchen. Ashtrays are to be emptied into a designated container in the kitchen-never in the garbage.
• Take the bustub to the kitchen immediately. No one wishes to have a bustub of dirty dishes beside his/her table while they are eating.
• Remember to Wash Hands Each Time You Clear a Table & Before Serving Guests.

SETTING UP TABLES

• If you've followed an orderly system when filling your bustub, it should take a very short time to remove the dishes for the dishwasher.
• After each table is cleared, wipe it completely; this means moving everything from the center of the table, wiping it, and then replacing them. Do this quickly but neatly - no crumbs flying over and around the immediate area in the dining-room. Check the sides of the tablecloths for drips or food spills
• Check each chair and under the table area for crumbs, paper, food, etc. If necessary sweep this immediately so that food is not tracked around.
• If a highchair was used, remove it immediately and when the table is completed return to the highchair and clean it thoroughly. These chairs aren't easily cleaned so learn to clean them quickly and completely.
• Begin setting the table by centering the tablecloth on the table. Arrange sugar bowls, bingo cards ketchup, ashtrays, salt and pepper shakers and musical spoons neatly upon the center of the table (except for the round tables for two where these items are arranged to the wall side of the table. The bingo cards for these tables are put on the window sills). Be sure these are all clean and filled. The bingo cards must have the numbered sides to the outside so that no soiled backs are visible. Center the placemats about one inch from the edge of the table.
• Place fresh looking, unwrinkled serviettes right side up (no seam) on the left side of the placemat with pattern on serviette to the top. Place the serviette so that half its width is on the placemat.
• Place all silverware on the serviette. Beginning on the left side of the serviette place the fork, knife with the rounded side of the blade facing the plate, then the spoon. Do not touch the silverware anywhere except on the handle portion. If the silverware does not look clean do not use it. Return it to the kitchen.
• Place clean glasses on the upper right-hand corner of the placemat. Be sure to handle glasses by the bottoms only.
• To the left of the silverware place matching side plates. No side plates are put on the round tables for two.
• A tidy and clean table, chairs and floor area are a must! Learn to do this first time around. We don't have time for re-setting a poorly set table.

CARRYING THE LARGE TRAYS

The large trays, both plastic and silver, must be carried above your shoulder. Ensure tray is evenly loaded with items. One hand balances the tray. The other hand, supporting the tray, will be turned with the fingers pointing behind you. Place the palm of your supporting hand in the centre of the tray or where you feel it most comfortable. To pick up the tray, squat down with knees bent. Slide the tray onto your supporting hand and balance with the other, then lift, straightening your legs.

Before you go to pick up your order, make sure you place a tray stand in a convenient place near the table you are serving. When you get to the tray stand with your loaded tray, bend your knees and lower the tray, being careful to keep it level, onto the stand.

UNDERSTANDING THE GUEST:

• A Guest is the most important person in the food service business.
• A Guest is not dependent on us - we are dependent on him.
• A Guest is not an interruption of our work - he is the purpose of our work.
• A Guest does us a favour when he calls - we are not doing him a favour by serving him.
• A Guest is part of our business - not an outsider.
• A Guest is a human being with feelings and emotions - just like our own.
• A Guest is a person who brings us his wants - it is our job to fill those wants.
• A Guest is deserving of the most courteous and attentive treatment we can give him.
• Every Guest is a " VERY IMPORTANT PERSON ", it is our responsibility that he is waited on quickly, quietly, and efficiently.

TO DO SUGGESTIONS FOR TOURISTS

• go to the beach
• join in the great Island Scavenger Hunt
• go golfing
• go to the horse races
• take a seal watching tour
• rent bicycles
• deep sea fishing cruises
• walking tour
• get tickets for the musical
• go horseback riding
• tour one of our many craft studios
• dig for clams
• try the go - carts
• visit the many attractions (specify)
• enjoy a cycling or hiking adventure
• visit the library
• go shopping
• take a tour on a double decker bus
• drop in on a festival

SALES REPRESENTATIVE

• Think of yourself as a Salesperson!
• Your section - dining room is your store. Guests enter your store to buy not browse.
• Take advantage, sell them on yourself, your restaurants delicious food and tasty beverages.
• Share your knowledge of the menu, make guest's fill special and well taken care of.
• Think of your section as your "store".
• When your section is full of customers, take advantage and suggest cocktails, appetizers, extra's, wines, and desserts that will enhance the guest's dining experience.
• The biggest mistake an employee in the food and beverage industry makes, is believing that they are working for someone else.

RESPONSIBLE ALCOHOL SERVICE

A) Reasons For Responsible Alcohol Service

• server is legally obligated
• avoids legal sanctions

B) Factors Affecting Intoxication

• rate of consumption;
• full versus empty stomach;
• size and ideal body weight;
• previous experience with alcohol;
• mood;
• presence of other drugs in the body.

C) Possible Signs of Intoxication

• becoming overly friendly;
• changes in volume or rate of speech;
• disturbing other customers;
• foul language.
• complains about weakness of drink;
• changes in consumption rate;
• becoming argumentative;
• orders doubles.
• lights more than one cigarette at a time;
• seems unable to focus eyes properly;
• seems unable to concentrate;
• slurred speech;
• unreasonable sweating.
• difficulty in picking up change or cigarettes;
• spills drinks;
• staggering;
• unable to sit upright, falling asleep briefly.

These behaviors, though not always indicative of intoxication, are examples of possible reactions to alcohol, and are offered as a guide to help identify intoxication.

D) How to Use Intervention Strategies

• Slow rate of alcohol service;
• Offer food or non-alcoholic beverages as alternatives to alcohol;
• Promote activities other than drinking;
• Enlist aid of guest's friends to slow or cease guest's alcohol consumption.

E) Strategies to Cut of Alcohol Service to Guests Who Are Intoxicated

• Notify supervisor and co-workers;
• Use calm, courteous and firm approach;
• Avoid using emotionally charged words (eg drunk);
• Listen and empathize with guest but neither or back down;
• Communicate intent to guest privately - to reduce embarrassment;
• Identify and enlist the aid of sober friends.

RIDDLES 'N VITTLES STAFF POLICIES

The following is a list of our restaurant policies. It is your responsibility to know, understand, and follow each policy at all times.

1. Uniforms must be clean and ironed and worn at all times. The uniform for waitresses:

• Clean white running shoes, (no logos)
• Clean white socks
• Red shorts
• Clean, white, ironed F&V t-shirts with crisp logo
• Name tag

2. Personal Hygiene:

• bath or shower daily
• good dental hygiene
• clean hands and nails ( Nails short and clear nail polish )

3. Long hair must be worn off the shoulders and tied back away from the face so as not to interfere with food service.

4. Gentlemen must be clean shaven and hair kept neat and clean.

5. Employees must punch in only when they are scheduled to begin work unless asked to do otherwise. You will be paid for scheduled time only.

6. Staff meals - one per shift, as shown on a staff menu, are available at a reduced price. These must be eaten in the kitchen BEFORE punching in. There must be no eating during your shift either in the kitchen or dining-room. Staff meals are only for those people who are on shift and working. Details will be posted in the kitchen. To avoid embarrassment to yourself and management PLEASE honour this policy.

7. The telephone at the restaurant is a business phone. It must not be used for social reasons. We will not page staff to leave work to come to the phone. Please inform friends of this.

8. A regular size pop is 25 cents for staff while on shift only. All food and pop must be paid for when you get it. All staff food must be entered in the STAFF MEALS book for inventory purposes.

9. If you are not working you should not be at the restaurant. If you are waiting for other staff members please do so outside. No loitering in the waitresses station or outside the door.

10. Your pay cheques will be deposited in your bank account every second Friday. Your pay period runs from Sunday to Saturday inclusive.

11. Please do not ask to have cheques cashed at the restaurant. The only cheques we accept are Travellers Cheques. No personal or government cheques of any kind are to be cashed.

12. Anyone caught stealing will be dismissed immediately. This includes all food items.

13. When answering the phone, it should be answered pleasantly in the following way: " Good morning/afternoon/evening, Riddles and Vittles. _______speaking."

14. Employees are entitled to breaks. Breaks are issued by the supervisor, according to shift worked and in a fair manner. One hour non-paid break is to be taken for every 5 hour work period.

15. When you are scheduled for a shift, it is your responsibility to be there on time. If you are unable to come to work please phone as early as possible so - a replacement can be called in.

• If you are sick, the following are recommended guidelines for calling in sick.
• If scheduled for morning shift, call the night before and speak to hostess.
• If scheduled for evening shift, call the morning of that shift and notify the hostess.

Please do not call just before you are expected to begin your shift saying you cannot work. This is very unfair to your co-workers and places impossible demands on them.

16. Please know your work schedule. All schedule changes must first be approved by the hostess. Requested days off must be written in calender journal. Requested days off are not automatically granted; however, every attempt will be made to fulfill your request. Schedules provide an approximate number # of hours working that shift. Supervisor can request you stay longer or leave early if not busy. Schedules are posted weekly on Fridays. The staff does not have time to go checking schedules. You alone are responsible for knowing your shift time, and we insist that you refrain from calling the restaurant. This will minimize incoming calls and staff interruptions.

Smiling is part of our restaurant policy. Remember, friendly service is always essential. A relaxed, friendly atmosphere is a critical part of dining out. Our primary product is a social experience in which food plays only a part. We are in the business of creating happiness. Happiness among our staff members is quickly noticed by our guests. A disgruntled, "couldn't care less" attitude is noticed just as quickly. Let's all endeavour to do our utmost to cheerfully complete each responsibility we've done your best is a great satisfaction to you. It also earns immeasurable respect from your co-workers and management.

LET'S ALL HAVE A WONDERFUL SUMMER!!