Steps of Service

Welcome the guest.

Provide an authentic greeting with eye contact and a welcome gesture (within 60 seconds).

• “Good afternoon/evening and welcome to Hard Rock. My name is (name). I will be your server today. Is this your 1^st time dining with us or are you celebrating anything today?”

• Depending on the type of menu in place, check that the guest was able to access the digital option when greeting the table or guide the guest through the menu if the extra-large format is available.

• “May I suggest some drinks to start you off?”

• Ask “Are there any allergens I should be aware of?”

Answer explanation

Yes...they´re all correct

Deliver the drinks within...

• 2 m

• 5 m

• 3 m

• 6 m

Answer explanation

Take beverage order:

Check ID’s for anyone who appears under the legal drinking age (under the age of forty in North America and Eighteen in Europe).

o Deliver the drinks within 3 minutes on a tray (if possible).

“Have you had a chance to look through the menu? Can I recommend you start with the Nachos…?”

Appetizers are delivered within...

• 5 m

• 12 m

• 6 m

• 7 m

Answer explanation

Take appetizer order (if applicable):

Ensure delivery of (proper number) wrapped cutlery sets, B&B plates and other place settings prior to food service. If the guest has ordered wings, deliver terra mesa bowl (for the bones) with wet wipe. The wet wipe must be discarded even if the guest didn’t use it.

Appetizers are delivered within 7 minutes.

After the delivery of appetizer - check back with Guest(s) to ensure satisfaction.

Entrées are delivered within...

• 10

• 15

• 9

• 18

Answer explanation

Take the entrée order:

Ask the guest if they have any questions about the menu/need recommendations.

Ask if the guests needs ketchup, mustard or any other condiments.

If the guest has ordered wings or ribs, deliver terra mesa bowl (for the bones) with wet wipe. The wet wipe must be discarded even if the guest didn’t use it.

Pre-bus the appetizer plates as needed.

Entrées are delivered within 15 minutes (not including well-done steaks).

Check back with guest(s) to ensure satisfaction.

Desserts are delivered within ...

• 5

• 3

• 8

• 7

Answer explanation

Desserts are delivered within 5 minutes (not including Dessert Shakes/coffees, which are 3 minutes).

Upon delivering the check...

• Mention the SMG survey and free appetizer

• Encourage the guest to pay by card instead of cash

• Ask one final time if everything was great, thank the guest(s) for visiting and invite them back (mention upcoming events at the Cafe)

Answer explanation

YES! Be Yourself!

What does it mean "Line of sight"?

Whitin 10 steps...

• Be the first one to speak

• Make eye contact and smile

• Be the last one to speak

• Say something

Answer explanation

Make them feel noticed.

Within 5 steps...

• Be the last one to speak

• Be the first one to speak

• Say something

• Make eye contact and smile

Answer explanation

Greet them, ask how they are doing.

First

• Be the first one to speak

• Be the first one to leave

• Be the first one to welcome them

• Be the first one to order