1. Anticipate where they will go. What tables are open? Imagine multiple scenarios (4-top, 2-top, etc.)

2. Concierge team will alert over radios: “Mr. Smith coming up.” Use this information to GREET MEMBER BY NAME.

3. Direct them to a table if they seem lost. NMG (non-member guests) always look around and walk without purpose.

4. Offer assistance if needed, hang coats, carry bags, etc.

5. Pull out chairs, ladies first*

6. Update SevenRooms and read the notes!

• Determine the intent of the guest. Are they here to work, drink, dine, etc.?

• Practice tonal variations based on your objectives: Good morning/afternoon/evening. Will you be dining today?

• Are you able to take an order now? Coffee / happy hour beer / anything else?

• Identify the host if it’s a larger party

• Offer water. “Do you have a preference for water? Bottled, or chilled tap?”

Based on the member’s answer to the purpose of their visit today, set the table accordingly:

• If co-working; water glass

• If drinking; drink list

• If dining: menu / napkin / silver / water

Remember to be deliberate, discrete, and unobtrusive.

Make sure to hit the below points once the menu has been brought to the table:

• ”today or tonight’s menu”

• ”we have an addition to the menu”

• “Chef is offering a great special today/tonight…”

• “we have a single limitation tonight, we are not offering the radicchio, but...”

• Prepare your pad with position numbers.

• Make eye contact with the guest who is ordering. Do not interrupt, but have presence and initiate an order. You will lose command of the table if you commit to the table and then have to walk away.

• Write the order down neatly. Go as fast as you can while maintaining organization and focus.

• Take the order, don’t be an order taker. Earn the guests’ respect. Help to draw out the guest’s selection. I.e. “What are you in the mood for?” or “When was the last time you had…” or “I think you should share the calamari, then split a pappardelle and finish with a trout and burger.”

• S.C.A.N.= Update Seven Rooms with accurate location of guest / Check for Card on file (edit customer) / Attach the Account to the check / enter the Name (name and notes)

• If there is a special request, ask the kitchen to give them a heads up, and to be respectful. Then return to guest with answer, don’t surprise them: “I checked with the kitchen and they will be happy to substitute a side salad”.

• Don’t hold onto a ticket.

• Don’t go to another table to take an order before inputting in the first.

• Go as quickly as you can while maintaining accuracy.

• Note the pacing if necessary: at the same time, courses, as each item is ready

• Double check your work. Think about adjusting courses, seat numbers, candles, ALLERGIES, etc.

• Immediately after taking the order, mark the table so the food runner won’t have to wait on you.

• This includes:

  • glassware for wine

  • make a marking tray for the next course before you clear

• Know your markings:
  Pasta = fork/spoon only (no knife)
  Dense proteins like steak = sharp knife //
  Something you need to cut with a brothy sauce = fork, knife + spoon
  Scone or biscuit with butter = butter spreader

• Pour by the glass wines tableside.

• No coaster: water glasses, stemmed glassware, coffee cups

• Coaster: highball, rocks, beer

• Serviettes in station. Always when pouring from a bottle of non-water.

• Prepare the landing zone

• Ladies first!

• Memorize ticket

• Be prepared to meet and direct food service for the table

• Spieling food:

  • Formal: address the entire table, ladies first* so everyone can hear what everyone else is eating.
    Rule of 3: main thing, two supporting elements. Ex: “Burger with escarole and pickled onions”

  • Informal: only for whom you are serving: “bone-in NY strip”

• Only say nothing if you fail to make eye contact with any guest

• Final ask before departing, ”what else may we bring for the table?”

• This is not an optional step.

• The best time to check in is after the first bite of every guest.

  • Middle of dinner is too late.

• If they say they like it, but they seem like they don’t, tell a manager. Don’t say “are you sure”, but convey with non-verbal eye contact that you sincerely want them to be happy.

• Only clear when the entire table is finished.

  • Exception to this rule is if it’s a party >2, finished and up from the table or pushed their plate away

• Silver to be placed on plate and then lift plate off the table

• Use outside arm

• Stack in hands, not on table

• Eliminate multiple trips by: getting a friend / get as much as you can/bring a tray for small items

• Take multiple trips if you are unsteady

• Leave only what they need. Take s/p after entree!

• Ask, ”is there anything else we may bring you?”

• Know if there is a card on file before the check presentation. “Shall we close it to the (committee credit / amex / visa) today?”

• Present the check to the host of the table, to their right, lying flat.
  OR
  Present the check to the entire table, standing up, in the center.

• Always make eye contact, smile and say thank you with sincerity.

• Continue serving until you no longer can (when they leave the club).

• Think about resetting and bussing before you are able to. Stage resets on a tray.

• Start with the most noticeable: napkins, chairs and bottles.

• Then move top to bottom: sanitize table top, then chairs, then floor when necessary.