Server Training Manual

Our constant goal:

To deliver flawless service
that leaves guests thinking
“Wow”.
 Defining Wow:
- Expressing astonishment or
admiration
Why is this so important?
- A sensational success
o - To Impress
A dissatisfied customer willand
tell excite
between 9 and 15 people about
someone
their negative greatly
experience. 13% of
them will tell more than 20 people.

o A typical business hears from only

4% of its dissatisfied customers.
If we
96%aim
don’ttovoice
provide
theirour customers with a
complaint.
Wow experience every time they come to
o 91% we
JiPan, of unhappy customersto
are guaranteed willbuild
not a loyal
return to your establishment.
customer base who will keep coming back.
We are guaranteed
o Happy customers who to get
gain new customers
their
through positivetell
issues resolved word
4 to of mouth. We are
6 people
guaranteed
about their longevity
experience.as a company because
of the relationship we build with our
o Attracting new customers costs 5
customers.
times as much as keeping an
Remember that we do not just serve food or
existing one.
just sell bread. We provide a service and we
create a complete
o It takes 12 positive experience
experiences tofor our guests
and everything
make up for onewe do, we do to the best of
unresolved
ournegative experience.
abilities.
o 60% of people are willing to pay
more for a good experience.
THE IMPORTANCE OF TEAMWORK

We function on the basic premise that

everything we do, we do as a team. We have successes
as a team and we have failures as a team. There is
nothing that happens and JiPan and Jess Fine Foods
without the cooperation and hard work of everyone
involved in the company. We know that what we do would not be possible if it were not for the people we
have, so think of yourselves as partners in this company and have ownership in what you do. If you do well
in your job, we all do well. Think if your colleagues not just as someone who is doing the same task as you,
they are your teammates and we do our best to ensure that the team succeeds.
 SET YOURSELF UP FOR SUCCESS
Watch your body language

The easiest factor to control is you. From the moment you put on your uniform, be aware of your
posture, your smile, and the way you are groomed. Is your back straight or are you slouching and leaning
against something? Is your shirt neatly pressed or is it stained and wrinkled? How is your hair styled and are
your nails clean and trimmed?
You are the first interaction that a guest has with JiPan and it should be a good first impression.

Voice

The way you speak determines the tone of a conversation. Make sure you speak to guests clearly,
annunciate your words and make yourself heard. Use Ma’am and Sir when addressing a guest and
politeness is key. Always be respectful in your tone and ensure that conversations stay professional and
never touch upon personal subjects.

Be aware of your surroundings

Avoid having tunnel vision by always taking time to look at your surroundings. Whether you scan
your tables or the room, take note of things that you can do. Do you see a table that needs water? Refill
their glasses Do you see someone looking for assistance? Approach them and find out what you can do for
them. Is there a passerby taking note of our products? Greet them and invite them to have a sample. When
you are aware of what is happening around you, you are able to act before someone has to ask you to act.
You are able to anticipate the needs of our guests and your teammates.

If you have time to lean, you have time to clean

Always take initiative. When you are at work, there is always something you can do. During slow
periods and if your tables are all taken care of, ask your supervisor if there is a task they need help with.
Make sure that you are doing what you can to be a productive and valuable member of the team.
Sequence of Service
What to do How we do it
Approaching the table  Smile and warmly greet the customer.
Welcome them to Jipan and introduce yourself.
Greeting the guests  Help with any additional seating such as highchairs or booster seats.
 Present guests with menus from the right side with the right hand.
Taking drink orders  Ask guests if they would like to start with a drink.
 Make sure to get all the details such as warm water instead of ice
water.
 Once drinks are ordered, place a drink napkin on the table to signal to
teammates that the table has been approached.
Serving drinks  Ensure that all condiments are present on the table before putting
their drinks down such as milk and sugar for coffee.
 Serve all drinks from the right and place on the top right corner of
 their place setting.
 Ask guests if they have any questions regarding the menu.
Taking food order  Ask guests if they are ready to order.
 Suggest salads or side dishes in addition to their main courses.
 Use correct abbreviations when filling out order form.
 Make sure you move around the table so you can speak to each guest
ordering.
 Remember which guest is #1 on your form and write orders down
clockwise.
 Find out if guests would like certain food first, all together, or as it
comes out of the kitchen etc.
 Collect the menus
 Tidy up table as needed.
Meeting special  Make sure you know the menu and are able to suggest alternatives to
requests guests with allergies and dietary restrictions etc.
 Write all special requests on you chit and clearly communicate the
information to the cooks verbally.
 Check with the kitchen team or the supervisor on ingredient
questions you may have and/or to ensure a particular substitution can
be made.
Placing the order with  Before handing the order chit to the kitchen, ensure that all items are
the kitchen properly punched into the POS system.
Preparing your table  Provide extra plates if guests are sharing dishes.
 Ensure that all condiments needed are down on the table.
 Ensure that the table is tidy and free of clutter
Picking up food  Pick up cold foods first ensuring that they are away from the hot
food.
 Hot foods should be picked up last and be kept away from the cold
foods.
 While waiting for the order, check back with your table to see if they
need drink refills or anything else.
 If the order is taking longer than expected, check with the kitchen
team or with the supervisor about the delay.
 If there is a delay in the kitchen, do not let guests wait with no
explanation. Approach them and let them know that their food will
be right out. If the delay is significant, get approval from your
supervisor to offer a free beverage or appetizer as you apologize for
the delay.
 If the order is at the pass and you are too busy to pick it up, ask a
teammate or your supervisor for assistance.
 Check all orders before delivering to ensure that they are correct.
 Make sure that plates are attractive and free of fingerprints. Ensure
that all proper garnishes are present.
Serving the food  Serve food from the guests left with your left hand when possible. If it
is crowded, choose the path of lease resistance.
 Do not reach over guests.
  Place the entrée down in front of the guest with the main item closest
to them.
 Do your best to remember which guest ordered what without having
to ask.
 Ask guests if they need anything else.
 Remove dirty plates from previous courses and ask if they would like
refills of their beverages.
During the meal  Ensure that you are available to the guests during their meal and can
be reached when needed.
 Scan the table occasionally to check for water and tea levels and if
you can clear any empty plates of shared items.
After the meal  Any shared plates should be cleared first if not done so already.
 Then clear main course dishes from the left or the path of least
resistance.
 Proceed to clear any empty glasses, side plates, used chopsticks and
tissues.
 Leave their water glasses should be left on the table so long as guests
are still seated.
 If the table is particularly dirty, take a clean napkin and wipe the table
but do so discreetly.
Taking dessert orders  While clearing the table, ask if guests would like coffee and/or if they
would like to see the dessert menu.
 Be ready to describe desserts to guests and suggest that they may
want to share one.
 Preset tables with coffee set up before bringing the coffee.
 Bring dessert orders with extra plates and forks if guests are sharing.
Presenting the check  Ensure that the check folder is clean and free of tears and rips.
 Resolve any questions or discrepancies on the bill.
 If the guest is paying with cash, present the chance in a clean guest
check folder.
 If the guest is using a credit card, make sure you provide them with a
pen for their convenience. Ensure that they are signing the right
copies and that they don’t forget their credit card in the folder.
 Do not take the tip from the table until the guests have left.
 Thank the guest when returning with the receipt or change and
warmly ask them to come back.
 Server Job List
Name:
Reports to: Hire date:
General
O Hospitable to guest O Trained in company policies, procedures,
O Punctual scheduling, break times and sexual
O Personal Hygiene harassment.
O Neat Appearance O Trained in safe food handling.
O Proper uniform O Trained on tipping procedure
O Has a good attendance record O Practices and promotes 11 points of JFFI
culture
Service
O The sequence of service O Dessert suggestions
O Greeting guests O Presenting the check
O Filling drink orders O Properly bussing a table after a meal
O Serving hot and cold drinks O Resetting table
O Suggestive selling
O Taking orders
O Serving orders
O Table maintenance
Side Duties
O Properly stocking the server station O Refilling coffee set ups
O Preparing chopsticks O Wiping down tables and chairs after every
O Refilling salt, pepper, and condiments use
O Setting tables prior to service O Polishing glasses and silverware
Closing Duties
O Cleaning side stations and back pantry O Restocking server station
O Resetting table for next shift O Cleaning service trays
O Wiping down all tables and stacking chairs. O Cleaning sink and disinfecting all surfaces.
O Proper sweeping and mopping of floors.
Menu Knowledge
O Description of all menu items including taste
O Knowledge of preparation techniques
O Knowledge of food allergies and customer diet concerns and alternatives
O Ability to make suggestions based on customers needs

“(Our) most unhappy

customers are (our)
greatest source of
learning.”
- Bill Gates
 Handling Guest Complaints
1. The Customer is always right.
Make this your mantra. Our guests are paying the bill and making it possible for us to continue our work.
We should do everything in our power to ensure that they are happy to be patrons of our business and that
their experience is positive.
2. Apologize
Before anything else happens, offer a sincere and honest apology for the mistake and offer to fix it.
3. Respond to any problem quickly
By responding to a problem quickly, you prevent it from becoming a crisis. If the wrong order is brought
out, fix it immediately and don’t make the guest wait without knowing what the problem is. Offer a
temporary fix to tie them over until their proper order is ready.
4. Make sure you listen to your customer’s complaint
Show that you are honestly concerned and sincere in your apology. Do something to show that our guest’s
business is important to us. Listen attentively and actively.
5. There are many ways to compensate a customer for a mistake
Get a feeling for what could be the best way to make up for a mistake and get clues from your table. You
can comp an item from a bill or offer them a free dessert or drinks, consult with your manager on how to
best rectify a situation and when you have approval, quietly inform the guest of the gesture you are
making. If something is spilled on the guest, offer to pay for the dry cleaning bill. Make sure that the
gesture matches the mistake.
6. Thank the customer for the complaint
Don’t forget that each complaint is a chance for us to learn and improve. Say “I’m glad that you told me
about this” or “Thank you for brining this to my attention”. Keep in mind that a lot of the time, it is
uncomfortable for someone to complain so make sure that you make the most of it.
7. When the customer makes a return visit, make sure that their service is flawless
Do not give them another chance to complain. Their return is a second chance for us to show them what
we are able to do.
8. Refer difficult and unreasonable complaints to the manager for settlement.
Sometimes, there is just nothing more we can do. Learn how to tell the difference.
9. Report all serious complaints
Report complaints that involve business policy and regulations to management. Some complaints may
turn serious.
10. If a customer calls with a complaint
Don’t keep them on hold. Write down all their information, their name and telephone number and respond
in a compliant, soothing, and polite tone. They are making the effort to call so be polite and realize that the
problem, in their eyes, was severe enough to take the time from their schedules to inform you. Apologize.
 “A Great Service Is
Attentive
Without Being
Noticed”
- Chef Gordon Ramsay

The Way Things Are

We do not... We do…
 Hover  Stand at a comfortable distance and give
them room. Allow them a moment to read
the menu and check back after a few
minutes to see if they are ready.
 Be overly friendly and chatty  We keep conversation to a minimum and we
 don’t discuss personal matters weather
yours or the guests.
 Spend too much time at the table  We approach the table when needed and for
table maintenance. We do not linger and
eavesdrop or stay longer than we are
needed.
 Treat guests like everyone else  Tailor their experience to make it more
personal. Learn their name by looking at
their credit card and use it when saying
goodbye.
 Disregard guest loyalty  Remember repeat guests by name, when
possible, and always thank them for coming
back to JiPan and let them know that you
look forward to seeing them again.
 Zone out when standing around  Read guests body language and anticipate
their needs. Scan the room to see if anyone
is looking for eye contact. Look to see if
there is a service you could be providing in
the two minutes that you have free (such as
refilling tea cups, helping a teammate out
etc.)
 Treat teammates badly  Treat each other with respect and
professionalism. We are internal guests and
should treat each other as such. We say
please and thank you and are, at all times,
polite and professional in our demeanor.
 Talk amongst ourselves about personal  Guests should not be able to hear private
matters while on duty conversations between teammates at any
time. Look for something productive to do.

JFFI Service Standards

10 Seconds Time in which a team member will welcome guest
and lead them to a table. (Either a seating host or a
server, depending on branch) Guests should not
stand around longer than 10 seconds to be
approached.
30 Seconds Time in which a server will approach a table and
start service. Guests should not be sitting longer
than 30 seconds without being approached.
3 minutes Time from the moment a drink order is placed to
the time it is delivered
7 minutes Maximum time from the moment cold orders are
placed to the time it is delivered
12 minutes Maximum time from the moment hot orders are
placed to the time it is delivered
8 minutes Time from the moment items are fully delivered
that a server or supervisor should do a quality check
to ensure guest satisfaction.

DELIVERING WOW
Our customer service is what will keep our guests returning and what will make us stand out amongst the
rest. To do this properly, our everyday goal is to Wow our guests and each other. We do this through
constantly thinking of ways to go above and beyond what is expected of us to deliver the best results
possible

WOW SERVICE THROUGH ANTICIPATION

1. Put yourself in the shoes of your customer.
Customer’s needs might be unusual, repetitive, or even non-existent. Be aware of your guests and
pick up cues from them. Look at body language and facial expressions, these are all clues telling you what
they might need or feel about something. Think about how you would like to be treated when receiving
service.
Some tables might want to order and be left alone for the majority of their time. Some tables are
more demanding and have a lot of requests and needs. It is up to you to identify these tables and deliver
service depending on the need.

2. Establish a rapport.
 Ask if they have been to JiPan, and welcome back repeat customers. Thank new ones for coming
and let them know that you are there for any questions they may have.

2. Make recommendations.
If the guest is unsure of what they would like or are new to the establishment, make
recommendations that are well thought out and tailored to their wants. Don’t sell them something just
because it’s expensive. Explain your choice and offer assistance with menu items and ingredients that may
be new to them. Be patient and give them time to decide. If need be, step aside to allow them the room to
think and come back when they are ready. Don’t pressure them to make a choice simply because you are
busy with other tables.

3. Take the extra moment to quality check.

When everything they have ordered has been delivered, come back after they have had the chance
to sample their meals to ensure that everything is to their liking. Ask if there is anything else that you can
do for them.

4. Constantly scan your tables.

When you are able to scan your tables properly, you will be able to anticipate what the guests want
without having to be asked. Look at half full glasses of water and ensure that on your way back from the
counter, you bring a pitcher to refill the glass. Pass by and see what you can clear to make the table cleaner
for your guest. Peek into the teacup to see if you can refill it for them. Try your best to make your guests
not want for anything because you have already given them what they could possibly ask for.