Waiter Training Manual

(Trainer Version)

IRCV1
 Contents
Contents P2
10 Training Plan P3
Introduction P4
Job descriptions P5+6

Section 1 – Pass
What is the Pass? P8
Dish Garnishes P8-11
Mise en place P11
Communicating with the Kitchen P12
Table Numbers P13
Position Numbers P14
Where things live P15
Cleaning Audits P16
Food Audits/MOT’s P17

Section 2 – Reception

Reception Responsibilities P19

The importance of a smile P20
Mystery Diner steps P20
Never say ‘No’ to a booking P21
Res V5 Training
Logging in P22
Taking a Booking/Guest Recognition P23-30
Editing a Reservation P30-32
Checking in a Booking P32-33
Loyalty Card P34

Section 3 – Floor

Mystery Diner/Steps of Service P36+37

One Server P38
Taking Orders P39
3 Types of Selling P40
Complaint Handling P41
Allergies P42
Guest Awareness P43
Challenge 21 P44
Weights and Measures P45
Wine Knowledge P46
Wine Service P47+48
Cocktails and Spirits P49
IRC Calls P50
Coffees P51-58

2
 Training Programme Week 1 (Waiter)
DAY 1 DAY 2 DAY 3 DAY 4 DAY 5
Wednesday Thursday Friday Saturday Sunday
INDUCTION DAY FOOD RUNNING FOOD RUNNING PASS RECEPTION

10am – 5pm 3pm – Close 12pm – 10pm 10am – 6pm 12pm-8pm

Company Induction with Complete test P1a Complete test P1b Complete test P1c Complete test P1d
Manager or In house (Pass rate 90%) (Pass rate 90%) (Pass rate 90%) (Pass rate 90%)
Trainer
Attend Staff Briefing Verbal test – table Verbal test – Attend Staff Briefing
Core Handbook Issued – numbers position numbers
Ref day one checklist Buddied with Buddied with
(Page 33) experienced member of Attend Staff Briefing Attend Staff Reception
staff Briefing Manager/Full time
Compendiums issued Buddied with reception
Ref. Training Manual experienced member of Buddied with
Waiter Training Manual Section 1 staff experienced Complete Section 2
issued member of staff of Training manual
Set up and Close down Ref. Training Manual
Food training duties of pass Section 1 Complete Section IRC Reception
Appetisers/Starters 1 of Training standards
Food Training – Food/Cleaning Audits Manual
Health and Safety Pasta/Risotto/Salad Events (If applicable)
Food Training – Food Training –
Complete a Food MOT Table Numbers Pizza/Sandwiches/ Mains/Grill Guest Recognition
with a Manager or In Desserts Loyalty cards
house Trainer Epos Training

Coffee Training

Training Programme Week 2 (Waiter)

DAY 1 DAY 2 DAY 3 DAY 4 DAY 5

Monday Thursday Friday Saturday Sunday
FLOOR -
FLOOR - FOLLOW FLOOR - FOLLOW FLOOR - FOLLOWED FLOOR - FOLLOWED
FOLLOWED

10am – 10pm 3pm - Close 10am – 6pm 3pm - Close 12 - Close

Complete test R1a Complete test W1a Complete test W1b Complete test W1c Complete test W1d
(Pass rate 90%) (Pass rate 90%) (Pass rate 90%) (Pass rate 90%) (Pass rate 90%)

Buddied with In Buddied with In house Buddied with In house Buddied with In Practical coffee test
house Trainer or Trainer or experienced Trainer or experienced house Trainer or – Make the 5 top
experienced waiter waiter waiter experienced waiter selling coffees

Ref. Section 3 Ref. Section 3 training Ref. Section 3 training Ref. Section 3 Buddied with In house
training manual manual manual training manual Trainer or experienced
waiter
Mystery Diner Form Allergies Wine Training Cocktail/Spirit
and Process clearly Serving wine training Complete Section 3
explained Selling Techniques training manual

3
 Bar legal’s/Measures Refresher coffee
One Server/ Epos Complaint training Service observation to
Training Handling/Wowing Service observation to be be done by manager
guests done by manager and Closing duties and feedback given
Opening Duties feedback given

4
Introduction in Brief
IRC was formed in 2004, we have 33 restaurants 22 of these are Piccolino, 8 Restaurant
Bar and Grill, 2 Bank and 1 Zinc Bar and Grill, most can be found in city, suburban and rural
areas and have sophisticated and high quality fit outs. IRC prides itself on our eclectic
menus and has a huge emphasis on quality and fresh ingredients. Menu and service
consistency is of high importance in both front and back of house.

When hiring new employees we look for people with a passion for food, hospitality and a
desire to learn. We have a huge focus on training and development and there are
opportunities for promotion. Personality and passion are what drive our company forward.

Our restaurants provide a high standard of service we are professional, fluid and fun with
excellent product knowledge. Our aim is to ‘wow’ and delight our guests.

The Training Manual

This manual has been designed to ensure that you cover all areas of the restaurant to help
you become the best waiter possible.

You will start on the Pass for a week, food running and learning the menu and developing a
good relationship with the kitchen team.

You will also do a day on reception to learn how to use the Res V5 system and receptionist’s
responsibilities. You will cover how to answer the telephone correctly and take a reservation
as this is something you will be expected to do especially if you do not have a full time
receptionist in your restaurant.

Your final weeks training will be spent on the floor with your ‘Trainer’ who will train you in all
areas and be there if you have any questions.

Please write below who your trainer is

5
 JOB DESCRIPTION

Job title: Waiter/Waitress

Responsible to: General Manager, Restaurant Manager and Management team

Role: To ensure you are efficient and productive in your everyday duties
maximizing on sales opportunities and ensuring the service provided
by you meets with the company standards.

Duties & Responsibilities

 To maintain the companies standards in Food, Service and Cleanliness

 To ensure that the Companies standard of service are maintained providing a

friendly, efficient, courteous and consistent service at all times.

 To NEVER say ‘No’ to guest unless their request is illegal

 To ensure that you are fully knowledgeable of the menu, the wine list and the
beverage menu.

 To understand your responsibilities in maintaining Company standards of Food

Safety, Health and Safety and Fire Safety.

 To carry out any jobs or duties as dictated by management.

 To have a good working relationship with your colleagues in all departments

maintaining high levels of communication and team work at all times

Signed: ………………………………………. Signed: …………………………………………..

(Employee) (Line Manager)

6
 JOB DESCRIPTION

Job title: Commis Waiter

Responsible to: Management Team

Role: To ensure you are fast, efficient and productive in your everyday
duties and the service that you provide meets with the company
standards

Responsibilities

 To ensure that a friendly, efficient, courteous and consistent service is provided at all
times.

 To never say ‘No’ to a guest unless their request is illegal

 To ensure that the departmental cleaning rota is followed on a daily basis maintaining
the company standards of cleanliness

 To understand your responsibilities in maintaining Company standards of food safety,

health and safety and fire safety.

 To carry out any jobs or duties as dictated by management team

 To have a full knowledge of all food and beverage menu’s

 To have a good working relationship with your colleagues in all departments

maintaining high levels of communication and teamwork at all times

Signed: ………………………………………. Signed: …………………………………………..

(Employee) (Line Manager)

7
 Section One
The Pass/Food running

8
 What is the Pass?

The pass is where the Head chef puts the food once cooked to be garnished and checked it
is to spec before being delivered to the guest.

Running the pass is a huge responsibility as you have to know all dishes, their garnishes
and develop a great relationship with the kitchen team.

Please fill in below the dishes you see whilst working on the pass at the correct garnish
for each:

APPETISERS/STARTERS:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

9
PASTA/PIZZA/RISOTTO/SALAD:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

10
MAINS/GRILL:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

11
 DESSERTS:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

Dish : Dish: Dish:

Garnish: Garnish: Garnish:

On your first day you will have been issued a food compendium. Please keep it with
you throughout your training so you can constantly make notes on dishes. You will
be tested on your knowledge of dishes on a regular basis.

Mise en Place

What does Mise en place mean?

Everything in place

Please name 5 dishes below and what mise en place is required:

1.

2.

3.

4.

5.

1
Communicating with the kitchen:

Building a good relationship with the kitchen will only benefit you once you have completed
your training and become a waiter for IRC.

Make the most of your time working the pass and get to know the kitchen team.

Please write below the names of the kitchen team you meet, what station they work on and
their favourite dish from the menu:

Chef/KP name Station Favourite dish

You will find that when you are working on the pass you will often be the go between for the
kitchen and waiters. It is essential that you treat everyone with the respect you would expect
and you are clear when communicating messages as this effects the service our guest
receives.

1
 Table Numbers

Every one of our restaurants will have a different table plan. It is important that you take the
time to learn them.

Please ask for a copy of the table plan for your restaurant and stick in below:

TABLE
PLAN

1
 Position Numbers

In order to give the best possible service to our guests we don’t like for our servers to
‘Auction food’. By this we mean going to the table and shouting out the names of the dishes
to find out who is having what.

To prevent this from happening our tills are set up for our waiters to be able to indicate
which guest is having what dish by putting a position number on it.

Please see below and example of a check with position numbers:

As you can see each dish has p1, p2 or p3 next to it.

Please refer back to your table plan of the restaurant and indicate on each table where position one is.

When delivering food to the table please ensure you say the name of the dish whilst
placing it in front of the guest.

1
 Where things live!

During these 2 weeks of training you will spend a lot of time figuring out where things are
kept.

Please write next to the items below where they are kept in your restaurant:

Crockery

Cutlery

Napkins

Chemicals

Salt and Pepper

Butter

Sauces

Lemon/Limes

Cloths

Menus

Till rolls

PDQ rolls

Oil/Vinegars

Glassware

1
CLEANING AUDITS

Cleanliness is one of our 4 KPI’s (Key performance indicators). It is something that we audit
on a monthly basis. Every area of the restaurant has checklists to follow to ensure it is
cleaned to our company standards.

Please see below an example of a checklist:

Please familiarise yourself with the opening and closing duties checklists for your different
departments and what is required from you to keep your restaurant within our company
cleaning standards.

1
FOOD AUDITS

We monitor the quality of our food frequently by completing food audits every month in the
restaurants. Your head chef/GM will also complete what we call food MOT’s on a weekly
basis.

Below are example copies of the food audit and MOT documents that are filled in. When you
sit down with your GM and HC to try our dishes you must get involved in filling these
documents in correctly.

FOOD AUDIT

MOT

1
Section Two
Reception

1
In some of our restaurants we have full time receptionists that are always there to welcome our guests
but unfortunately in our smaller restaurants receptionists only work during the busier times.

This section will take you through the responsibilities of a receptionist and their key duties. You will also
learn how to use the Res V5 system to a basic level so you can take and amend bookings and check our
guests in.

Reception Responsibilities
DAILY ROUTINE

Before Lunch/Dinner

 Check handover diary for any messages; put papers out & sort mail as needed
 Let the manager know of any special requests for Lunch & Dinner and anything else
they may need to know for briefing sheet to make other staff aware of
 Always print off a few copies of the General report of Lunch & Dinner bookings, a copy for
the manager in preparation for morning brief, a copy on reception for your own use, give a
copy to chef & give copies to the waiters/waitresses to keep on their stations
 Call to confirm all bookings for the following day lunch & dinner especially any large parties
of 9 or more
 Check emails, anything you haven’t had time to reply to or deal with just mark it with a red
flag then the next person on duty will see it needs dealing with
 Check all cloakroom hangers have tickets on them and are in order
 Check you have enough restaurant tab cards
 Make sure there are enough luggage tags for umbrellas, shopping etc
 Make sure reception is ready for service i.e. tidy desk, no mobiles or make‐up etc
 Do a table plan for the evening and double check the tables are ready and set before
evening bookings
 Make sure all RAC or applicable menus are ready on the party tables if need be
 Make sure you have menus printed with business cards attached to keep ready to capture
guests outside looking at the menu board

(Mobile phones must be kept on silent in your bag to be checked after your shift has finished or
permission has been given)

Evening

 After/towards end of service do a handover if necessary for the next receptionist on duty
 Do a kitchen brief & note any special requests, birthday plates, parties etc & place by the
kitchen on the clip board next to the pass
 Type & print a Private Room sign (only applicable to certain sites) with the following day’s
events (if any) and/or times the room will be available for viewings. Clear all glassware/cups
from reception area; empty bin & make sure the portable phone is on charge
 Shut down computers and turn them completely off

1
 The Importance of a Smile
As the old saying says a ‘SMILE’ goes a lo
The ‘Smile’ is a quality that all receptionists have to master. They are the first face that our gu

Reception Mystery Diner Steps

Please fill in below the Mystery Diner steps you have to take as a receptionist for booking, greeting and seating:

Booking

Speak
Answer the telephone with clearly and give the
6 rings If booking
restaurant
time name
requested
Repeat
isn’t reservation
available offer
back
alternative
Ask
to ifthem
they’d
to
time
like
confirm
to receive
detailsan email friendly
Be helpful, confirmation
and sincere at all times

Greeting

Greet guest promptly with

Check
a smile
for their reservation
Offer on
to take
Res V5their coats/umbrella
Offer them etc...
a drink at the
Bebar
polite
if they
and have
welcoming
arrivedatearly
all times

Seating

Collect guest from bar using

Offertheir
to carry
nametheir drinks
When
forseating
them the tell them
Bringwho
the wine
their waiter
list andwill
Give
specials
bethem
to atheir
suitable
attention
table
Be friendly
for their and
needs
professional at all times

2
 Never Say No To A Booking
When a guest calls to make a reservation and we do not have the time they would like and
an alternative time is not convenient for them we follow 6 simple steps to secure the booking
even if it is at another one of our restaurants or at another time in the future.

Please write below what the 6 steps to never saying ‘NO’ to a booking are:

Advise of available time closest to requested time

Advise of a table at approximate requested time with shortened allocation tim
Offer a drink in the bar and try to seat asap
Come earlier or later with a gift (drinks at bar, bottle on table or starter on the
Suggest alternative “sister” site in location ie piccs or bank etc round the corn
Can’t satisfy any of the above, get name and address and send vouchers or bo

Close The Deal!

Follow all of the steps above to secure the booking. If unsuccessful

don’t allow the guest to put the phone down without the offer of
vouchers

2
 RES TRAINING GUIDE
1. LOGGING IN:

Your manager/Trainer will set you up with a Log in user name and password. Once set up,
type in your site abbreviation followed by your initials, and your password i.e. MABNB then
Click ‘Logon’

NOTES:

2
2. MAKING A RESERVATION & GUEST RECOGNITION:

The calendar will always be highlighted with today’s date with an orange
square, to select another date just click on the date you would like to
make the reservation for using the calendar. To change the months
appearing on the screen, click the arrows either side of the month on the
top of the screen. To bring the date back to the present day, click on
‘Today’.

When clicking on a different date ‘today’s’ date will always be

highlighted in grey.

You then select the number of covers

they would like to book for. If it is for
over 16, click on 16+ button and then
enter in the correct number.

NOTES:

2
You can make amendments on the time slot page if incorrect details were entered on the calendar
page.

Change the date

Change the session

Change number of diners

Select the time required – if you need to

change the date or session, click on the arrows on either side of the boxes. To bring up the calendar,
click on the drop‐down arrow next to the date. To change the number of diners, just click on the
correct number.

Grey boxes with black numbers: times that are available for full
duration

Red boxes with red numbers: times that are not available

Completely greyed out boxes: no tables available

(No reservations can be taken at all and the system cannot be over‐
ridden)

(the system can be over‐ridden for these times but only by a manager/receptionist and will be a
reduced duration, which will be in red bold numbers and state the duration how long the table will
be available for. These times may be offered to the guests as long as they are aware when the table
will be required back)

2
The ‘end time’ box shows the times the table is required back ‐ always tell the guest their return
time on your busiest days to ensure the table comes back on time for the next reservation.

If you are fully booked and in an area with sister restaurants you can check there availability by
clicking your ‘location’ button in the centre of the home booking screen, this will bring up your
clusters. E.g. at Manchester we have a choice of either booking guests into ‘Zinc’ and ‘Piccolinos’.

If you want to cancel the enquiry, click on ‘Failed’ – a pop‐up box will appear, select the reason for
cancelling and click ‘Done’.

Select the number of diners required. If more than 16 diners, click on ‘16+’. A pop‐up box will
appear, click on the number of diners and click ‘OK’.

Each restaurant will have their own policy for taking large parties, for example: at Manchester for all
group bookings of 9 and above we offer ‘Party menu’.

2
After selecting the required time, the following screen will show:

Enter in the guest information – Surname, Forename, Title and

Telephone must be entered.

Click on ‘Search’ to search the database to see if the guest

information has been entered previously.

NOTES:

2
If a guest requires email confirmation, after entering the email address in Customer Details and their
email address, click on the ‘Correspondence’ tab.

Click on ‘Your Reservation’ under Documents To Be Sent.

In the Booking Details box, click on the drop‐down menu in ‘Correspondence – Send To’ and select
‘Email 1’ then confirm. The email confirmation will then automatically be sent to the email address
provided.

If the guest already has their information in our database, after clicking ‘Search’, a pop‐up box will
appear with the nearest options. If the details match, click on guest name & ‘Confirm’. Please be
aware when doing this as there might be a few guests with the same name, so just always double
check you are over‐riding the correct person. By doing this, the system will recognise if the guest is a
repeat customer.

2
If there are any messages/details specific to the booking, enter them in the middle box ‘booking
messages’. For parties of 9 and above guests, write a note in ‘booking messages’ the menu that the
guests will be dining from (usually the Party/Events Menu).Make sure all bookings are initialled
especially when taking parties so all colleagues will know that the menu has been explained to the
guest at time of booking, or which menu they will be dining from. When taking a call for a large
party or Christmas booking and you need to call them back at a later date to arrange a deposit/pre‐
orders etc, the call back facility is the best tool to remind you.

Customer messages are important for us to deliver the best possible service to our guests. This is
where we record information about them so we can remember things like favourite wines, seats,
food etc...

If there are any details/messages

specific to the guest e.g. certain

food or drink they have on a regular

basis/favourite table etc, enter them
in the ‘Customer Messages’ box and
the same message will re‐appear
every time that customer books.

If then guest is a VIP, check the ‘VIP’ box. A VIP guests will be anyone you mark as VIP, from regulars,
famous people, staff etc.

When entering information please ensure you put your site abbreviation in front of your message.
2
Please see below a list of all site abbreviations and abbreviations we should all be using for booking
messages:

RBG PICCOLINO PDR

MPD ‐ Manchester Private
ALB ‐ Alderley BIP ‐ Birmingham
Room
MBG ‐ Marlow BRP ‐ Bramhall HPD ‐ Hale PDR
GLB ‐ Glasgow BRI ‐ Bristol HSP ‐ Heddon Street PDR
HAB ‐ Harrogate CHP ‐ Chester EPD ‐ Exchange Square PDR
LIB ‐ Liverpool CLP ‐ Clitheroe HBP ‐ Harrogate PDR
TUB ‐ Tunbridge wells DIP ‐ Didsbury YPD ‐ York PDR
ZINC EXP ‐ Exchange Square LPD ‐ Liverpool PDR
MAZ ‐ Manchester HAP ‐ Hale BPP ‐ Bristol Picc PDR
BANK HEP ‐ Heddon Street GPR ‐ Glasgow PDR
WEB ‐ Westminster ILP ‐ Ilkley WPD ‐ Westminster PDR
BAB ‐ Birmingham KNP ‐ Knutsford
PICCOLINO LEP ‐ Leeds
NOP ‐ Nottingham LIP ‐ Liverpool
SHP ‐ Sheffield MAP ‐ Manchester
STP ‐ Stockton Heath NEP ‐ Newacastle
VWP ‐ Virginia Water COP ‐ Collingham
WIP ‐ Wimbledon YOP ‐ York

REG Regular UPST Upstairs

BTH Booth CONF Confirmed
REQ Request OUT Outside
TORT Told of return time BM Business Meeting
PDR The Private Room COMP Complimentary
VGN Vegan CEL Celiac
FDCOMP Comp Food CHAMP Champagne
FITI First time customer CON Concierge
BTW By the window LVM Left voicemail
WLCR Wheelchair access BART Bar table
NANV No answer, no voicemal QT Quiet table
VIP Very important person BDP Birthday plate

NOTES:

2
Once you have entered all information and messages (repeat the booking details back to the
customer ‐ on Friday & Saturdays or busy days make sure you tell the customer the return time on
the table), click ‘Confirm’ to complete the reservation. Please note that the ‘Confirm’ button will be
greyed out & you will be unable to click it, unless you have clicked on ‘Search’ first. The lettering will
then change to black and you will now be able to confirm the reservation.

Click ‘confirm’ to save the reservation

3. EDITING A RESERVATION:

Click on the date for the reservation you wish to edit. If there is a Session Message, click on it to
bring up the session overview. Click on the time required to bring up the reservations for that time.
If you click on the ‘Wait’ column, it will bring up the waiting list for the session.

3
 Select the detail you wish to
change from the options
under ‘Edit a Booking’ then
click on the reservation to be
changed.

If you wish to delete a

reservation, a pop‐up box will
appear – please provide
either the caller’s name or
your initials.

Use the arrows on either side

of the time to scroll along
other times within the
session.

Editing a Booking:
(If option is not listed here, please see reception/manager before changing)
Status: Booking messages, customer messages, notes, booking status (e.g. confirmed, unconfirmed,
provisional, waiting in bar etc)
Info: Customer information
Covers: Number of diners
Time: Time of reservation
Delete: Deleting a reservation
Audit: To see all previous entries/changes for the reservation

NOTES:

3
4. CHECKING IN & SEATING A RESERVATION:

 Check In

From the home screen page, click on ‘Check In’ to go to the restaurant seating plan & check‐in page.

Reservations

 Table numbers are highlighted in green

Booking & Customer Messages

Select the guest name from the list on the left‐hand side – the reservations are ordered by time. The
two columns next to the times are labelled ‘B’ and ‘C’ – if either or both are highlighted in orange, it
means the reservation has either a booking message (B) or a customer message (C).

3
 After selecting a reservation,
suitable tables on the plan will
flash.

Colour Key:

Orange: best table available

Peach: other tables available but

not for full duration

Black: table not

available/allocated & re‐booked

If the guest has selected to have a drink in the bar before going up to their table give them a
‘restaurant tab card’, click on ‘Status’ on the right‐hand side of the screen. The ‘Status’ page will
appear, type the number of the tab card in ‘Booking Messages’, and click on ‘Waiting in bar’ then
‘Done’ – the colour of the reservation will then change to turquoise. We now know how many
people have checked in and arrived for their reservation according to the highlighted turquoise
boxes.

3
Club Individual (IRC Loyalty Card)

WHAT IS CLUB INDIVIDUAL?

Club Individual is a loyalty scheme allowing members to collect points on every £1 they spend with
us. Every point collected equates to the value of five pence, which guests can then save up and
redeem against the cost of any food or beverage.

The scheme is very similar to those available at many high street retailers and is a great way of
rewarding guests for their loyalty.

Two membership tiers are available to guests, a Platinum Card and a Black Card. All guests are
eligible for a Platinum Card membership regardless of the amount they spend or the number of
times they have visited, even if they have never dined with us before – this may encourage them to
come back!

The Black Card tier is exclusively for guests who have spent £2,500.00 in the last year starting in
January. Once a guest has reached these criteria they will be upgraded to a Black Card membership.

All Black Card requests will be made via the Guest Communications Manager.

THE BENEFITS
Platinum Card Benefits
• One point for every £1 spent (every point equates to the value of 5p)
• Double points when you dine with us on your birthday
• Our Club Individual Magazine
• Bespoke updates on IRC events
• Complimentary Wi‐Fi access at all restaurants
• Complimentary room hire at sites with a Private Dining Room
• Complimentary event coordinator expertise
Black Card Benefits
• Two points for every £1 spent (Two points equates to the value of 10p)
• Double points when you celebrate your birthday with us
• Invitation to Black Card member events
• A complimentary glass of Prosecco per person when you book a party of ten or above
• Complimentary tea and coffee between the hours of 9.00am – 11.30am and 3.30pm ‐
5.30pm
• Our Club Individual magazine
• Complimentary Wi‐Fi access at all restaurants
• Complimentary room hire at restaurants with a Private Dining Room
• Complimentary event coordinator expertise
• Bespoke updates on Individual Restaurant Company events

3
Section Three
Floor

3
 Mystery Diner/Steps of service
On your first day you will have been issued our Mystery Diner form. This is what we use to
monitor the service standards in our restaurants on a monthly basis. Every month we send in
2 Mystery Diners to each restaurant. Once they have completed their visit they fill in the form
and return it to us along with a copy of the bill of which we reimburse up to £90.

Please fill in the ‘steps of service’ flow diagram below indicating the correct steps of service to guarantee a
100% score on the Mystery Diner form:

Smile! Welcome guests

and offer them drinks Bring specials, fish of Make
the day, out of stock recommendations
items etc... to their naturally
attention

Offer appetisers to nibble Put the order through on

whilst browsing the menu the epos till and double Mise en place – plates, cutlery
check it is correct before bread stand etc...
sending

Deliver drinks (on a tray)
when guests are ready
take the food order. Don’t
forget position numbers!
Suggest side orders If they haven’t ordered
where appropriate make suggestions and
offer mineral water.

Enter order onto the Mise en place – plates,

Epos till using position Keep an eye on ticket time
change/remove cutlery.
numbers. Double check (Starters should be delivered
before sending. within 15 minutes) Do not
auction on delivery

3
 When starters are Remove dirty glasses
Keep an eye on ticket time
finished, clear, main and debris
main course should be
away and top up wine
delivered with 20 mins of
(If applicable)
main away (do not auction
on delivery)

Offer condiments Always be available at all

Check back to ensure all
(Parmesan, sauces times in case your guests
is well with their food
etc...) need you
(Top up wine if
applicable)

Once they have Remove debris, oils, salt Give them dessert menus
finished clear and and pepper, dirty and reintroduce special
ensure you ask how glasses from table dessert promptly
their food was.

Take dessert order, if

they decline offer If they order dessert and Keep an eye on ticket time,
truffles and/or coffee. coffee at the same time desserts should be
Put order through on ask when they’d like delivered with 10 mins or
Epos (Position their coffees ordering (Do not auction
numbers) on delivery)

When desserts are Keep on top of table

finished clear, offer When processing their bill,
maintenance, when they
coffees, liqueurs etc... ask if they have enjoyed
ask for the bill check it
their dining experience
and deliver it promptly
with us.

If at any point during the

guests visit they bring any
problems to your attention,
feel empowered to deal
with it, and inform your
manager
Offer to get their coats
for them, thank them, say
good bye, we hope to see
you soon etc...

3
 One Server
When you are given a section as a waiter we expect you to look after every guest in that
section by delivering nothing but the best service. They are your guests so treat them like
you would if they visited your own home.

We like our guests to be looked after by one server for the whole of their experience so they
know who to turn to for help and advice. By one server we mean:

Your waiter (1 server) should cover the following points from the start of
your meal until the end.

 Drinks order
 Specials
 Out of stock items
 Recommendations
 Appetisers
 Food order
 Check back
 Dessert order
 Coffee order

It is understood that a food runner, drinks runner and Manager will still visit the
table during the guests visit!

NOTES:

3
Taking orders

In section one of the manual you will have covered position numbers and auctioning of food.
We showed you an example of what a check looks like with the position numbers.

When taking the guests food orders you can make this process quicker by being organised
before you approach the table with your position numbers ready: Please see example docket
below:

Please refer to the Epos manual to see how to enter food orders onto the till

3
3 Types of Selling
Why do we up sell?

 The first reason and most important is by using your product knowledge coupled with
effective selling techniques you will enhance the guests experience
 You, yourself will make more money through higher tips
 It also means that IRC will increase sales, which is then re invested back into the
company allowing us to invest more in you by creating career opportunities

Below are the 3 different techniques to up selling, please write underneath each what they mean:

Suggestive Selling

‘Suggestive Selling’ is planting the seed of choice and/or suggesting and offering options that the guest mig

Up selling

‘Up selling’ is recommending a premium item. It will be more expensive, but also better quality. E.g. up selli
Up selling is also selling more quantity as well as quality. When up selling measured spirits, use the word “l

Pro–active Selling

‘Pro-active selling’ is selling something to a guest before they actually need or want it. E.g. asking if a guest

4
 Complaint Handling
From time to time complaints do arise. It’s important to deal with complaints calmly and
professionally. Listen carefully, try to understand why the guest is upset and always try to
understand the cause of the problem.

Thank the customer for taking the time for bringing the problem to your attention, and if you
feel that it is a problem that you can solve yourself then go ahead!!

However, if you feel that it is a problem you are unable to solve, apologise, and ask them to
wait while you locate you manager. Always remember every complaint no matter how trivial
should always be reported to a manager, even if you have rectified the complaint.

EVERY COMPAINT IS SERIOUS BECAUSE IT DEMONSTRATES AN AREA WHERE WE

HAVE FALLEN SHORT OF GUESTS EXPECTATIONS. THE OLD SAYING STILL
STANDS THAT THE GUEST IS ALWAYS RIGHT AND THAT WE WANT EVERY GUEST
TO LEAVE A HAPPY GUEST.

REMEMBER – NEVER SAY NO

When dealing with the problem you should always follow the APOLOGISE procedure.

 Apologise – It shows we care to put things right.

 Praise – thank them for taking the time for making the complaint.
 Observe – their body language, keep a neutral stance and tone of voice.
 Listen – be sympathetic and empathise.
 Offer - a solution wherever possible
 Go through the steps with the guests on how you’re going to help them.
 Instigate the solution, call the duty manager if you need authorisation
 Stay calm throughout, never defend what has happened nor blame anyone.
 Ensure the guest is happy with the outcome.

Complaint Scenarios

Please see complaint scenarios below, write underneath each how you would deal with their complaint:

A guest orders a fillet steak and would like it cooked M/R, when it is delivered to the table it is over cooked and is more M/W

Apologise, wait for them to finish talking, thank them for bringing it to your attention, offer to get them another steak fresh

A guest orders wine and when they try it they complain it is corked. What do you do?

Whatever you do don’t disagree with them, or go and try it yourself. Apologise; thank them for bringing it to their attention

4
ALLERGIES

A food allergy is an adverse immune response to a food protein. Many people in the UK suffer from
food allergies and if given the wrong information in a restaurant regarding the menu can have
severe allergic reactions even as serious as death. As an IRC waiter we expect you to have
knowledge in the 3 main allergies you are likely to be asked about by our guests:

Please write next to each allergy below a brief description of each allergy and what dishes on the
menu they are able to eat: (Ref. Allergy chart)

Dairy Allergy: Someone who has a dairy allergy is often known as Lactose Intolerant. This means
that they have an inability to digest milk and milk products. It tends to occur with age but no one
knows why.

Dishes they are able to eat from our menu:

Gluten Allergy: If someone has an allergy to gluten they have what we call coeliacs disease.
Coeliac disease is a condition of the small intestine (part of the gut). It can occur at any age. Coeliac
disease is caused by a reaction of the gut to gluten. Gluten is part of certain foods ‐ mainly foods
made from wheat, barley and rye

Dishes they are able to eat from our menu:

Nut Allergy: There are alot of people in the UK that suffer from nut allergies. Both peanuts and
tree nuts (for example, walnuts, hazelnuts, almonds, cashews, pecans, brazils and pistachios) can
act as allergens, and can cause an allergic reaction in some people. All our dishes that contain nuts
are clearly labelled on our menus.

Dishes they are able to eat from our menu:

4
 Guest Awareness

This means you know exactly what your guests are doing from the second they walk into
your restaurant until the second they leave. From a quick acknowledgement to a warm
farewell, this awareness enables you to give truly professional service.
If a guest looks as though he wants something, ask them, and get it immediately, if a guest
is sitting in the restaurant looking around be aware and ask if they need anything. On the
other hand, if a guest is drinking too much, be aware of it and if a problem is evident deal
with it. If you are totally aware, your job becomes easier and customer satisfaction is greatly
increased.

Awareness is a skill to be developed, a great frustration is a perception of being ignored, this

may come across as rude to a guest, but more often than not is due to a lack of awareness.
The balance to this is about knowing when to leave guests alone – knowing when to talk and
when to walk, you would not want to be asked 3 times how a dish is, nor would you want a
conversation whilst your food is on the table.
There is nothing worse than “customer blindness”, if a guest needs ‘attention’ then help
them.

The more you spend time with your guests the easier it will be to read what they require from
you. You will encounter a number of different types of guests that will have different needs
and it is up to you to be aware at all times to ensure we meet their expectations.

Please write below some types of guests you have encountered in your training and how you read what their requirem

4
Challenge 21

Please give a brief description below what ‘Challenge 21’ is?

For nearly three years, the British Beer & Pub Association’s Challenge 21 sche

If a guest look younger than 21 please ask for proof of ID, as clearly stated above it is
illegal to serve anyone under the age of 18.

The only ID documents you should accept are:

 A photo driving licence

 A passport
 A proof of age scheme card which carries the PASS logo

If you do ask someone for ID please record on our Epos till system:

Go into the ‘bar screen’ then into ‘beers’ and press ‘challenge 21’.

Press this button to

record you have
asked a guest for ID

4
 Weights and Measures
Please write below the measures we serve for Beer, Wine and Spirits:

Wine Beer Spirits

125ml ½ Pint 25ml

175ml Pint 50ml
250ml

It is important that you serve drinks to these measures according to the Weights and
Measures Act 1985. Please ensure you read the relevant legislation from this Act and sign
document to say you have been trained and understand what is required.

4
 Wine Knowledge
On your first day you will have been given a copy of the wine compendium. Please read this
and make notes during your training as you will be tested on it.

Please list below the wines we sell by the glass:

White Red Rose

It is important that you learn these wines first and try them so you are able to make
appropriate recommendations.

Please put your tasting notes below:

WhiteRed Rose

There is further wine training available if you want to gain more knowledge. Please see your
manager.

4
Wine Service
Topping up your guests wine is part of our service standards, however not everyone will
want you to do it. There is no harm in asking them first before you proceed to top up.

Please follow the steps below when opening wine:

1. Present the wine to the customer

2. Score around the outside of the foil with the knife as shown

3. Twist the corkscrew into the cork

4
4. Place the lever on the bottle opener on the edge of the bottle lip

5. Lever the cork out the bottle using the 2 different joints

6. Pour half an inch in the glass of the person who ordered the wine and ask if
they’d like to try it.

7. Wait for their response, if OK continue to pour

8. If there are more than one person at the table always start with the ladies

9. Lightly place the bottle on the table if red and in ice bucket if white or rose with
label facing the guest.

4
 Cocktails and Spirits
We don’t expect you to know every spirit we sell and how to make every cocktail at this
stage of your training but you need to learn the house spirits and the cocktails that we sell
and what ingredients are in them.

On your first day you will have been issued with a cocktail and spirit compendium, please
read them and make notes as you will be tested on them.

Please write below the cocktails we sell and the main ingredients:

Cocktail Ingredients

4
Please write below what your house spirits are:

Spirit

VodkaFinlandia

Gin Haymans

Brandy Courvoisier VS

Whiskey Famous Grouse

Rum Bacardi

IRC Calls
The numerical calls are used to get a message across quickly and succinctly. There is
no confusion and no misunderstanding, all staff should use the numerical calls as well as
management. It gives a message and a directive to someone without having to explain in
full, so the person receiving the ‘call’ can act on it quickly and efficiently.

Please write below what each of the IRC calls mean:

50 = Catch!

86 = Item, food or drink out of stock 68 = Above item back in stock

118 = Answer the phone 100 = Irritation
200 = New customer needs attention 300 = Existing customer needs attention 400 = I’m in t
450 = Follow me now
600 = May i go for a break, if so, please watch my station 700 = Hotty at the bar
740 = Hotty at the bar but they’re over 40!
900 = Drinks or food waiting at the pass/dispense

5
 COFFEE

Coffee
erywhere know, drinking coffee is an aesthetic, sensory experience with its own set of rituals that can be shared with others

Coffee is an important part of the PICCOLINO's experience, people "pop in" for a coffee, creating
that casual Italian vibe and people finish a meal with a coffee providing the last memorable moment of
their time with us. As such, it’s very important that the coffee we serve is made correctly and of the
highest quality.

Illy

illy use only the finest 100% Arabica beans—nine varieties meticulously selected from around the
world and combined into a single espresso blend. These beans are skilfully roasted and air- cooled—
ter—ensuring a smooth and balanced taste. They're then packaged in an air-free environment using illy's proprietary pressu
precious aromas, oils and flavours. The result: Distinctive and consistent taste, as well as guaranteed
freshness until the moment the can is opened and the coffee prepared.

5
 Frothing Milk

Step 1
Fill jug with cold milk, try to use only as much milk as you need, as used milk won’t re-froth
adequately.
NB: Never fill the jug over half way when frothing, as when properly frothed it doubles in
size.

Step 2
Turn the steamer valve a half turn to flush out any back wash.
NB: watch not to spray yourself

Step 3
Tilt the jug and steam wand (as pictured), then place tip of the nozzle just below the surface
of the milk

Step 4
Turn the steamer a half turn for full steam. Place your free hand on the jug to monitor the
temperature.
When frothing properly you should hear "pssst pssst"
NB: You don’t get more steam out when if you keep opening the valve, it just means it takes
longer to turn it off

Step 5
Keep your hand on the jug checking the temperature, move the jug steadily down stretching
the milk and keeping the nozzle in the same position. When it’s uncomfortable to touch, it’s
at the right temperature.

Step 6
Turn the valve off, remove the wand from the milk and wipe immediately with a damp cloth.
Keep the milk moving all the time, swirl it round the jug and knock it on the counter several
times, this removes all the larger bubbles from the milk.
NB: don’t over tighten the valve, it just knackers the spring.

Step 7
Pour directly to your receptacle, jiggle from side to side to get extra froth.

5
 Tamping

(Pressing the coffee)

Step1
Remove the handle and knock out the coffee in the knock box.

Step 2
Place empty handle under the doser and make 1 complete pull for a single 2 (2 nozzled) for
a double

Step 3
Rest the handle on a firm surface, then tamp (press) firmly and twist a half turn clockwise
NB: the aim is to seal the coffee, keeping it level, for even water distribution and the twist
creates a tighter seal and more complete use of the ground.

Step 4
Wipe rim of the handle
NB: any residual ground on the rim will damage the seals on the shower heads, creating
leakage over Time

Step 5
Attach to coffee machine, press desired button immediately, then place cups underneath.

Order of Service

These orders applies to individual checks, when doing multiple checks use common sense
and get rid of them simultaneously where possible.

1. Liqueur coffees
2. Teas
3. Lattes, mochas, hot chocolates
4. Cappuccinos, white coffees
5. Espressos, machiato's and ristrettos

5
Cleaning

Brewed espresso leaves a substantial residue on all brewing surfaces. These coffee tars
give a bitter, stale flavour to espresso drinks. Also this residue can damage your equipment
by clogging the screens, valves, brewing passages and water jets.

Regular back flushing with puly caff detergent will remove tar and coffee grounds, leaving
your machine in top condition.

Step 1
Remove all handles from the machine and knock out any spent coffee.

Step 2
Remove filters and place with all but 1 handle in a container (an ice bucket normally
available) with 1 spoon of pully caff and cover heads in water. Leave to soak overnight, then
rinse thoroughly before use in the morning.

Step 3
Replace the normal filter on your remaining handle with a blank filter.

Step 4
Turn on all brewing heads to flush any excess coffee grounds from the espresso screens. If
a coffee brush is on hand gently scrub also.

Step 5
Place a tea spoon of puly caff in the blank filter, and then attach it to a brewing head.
Turn on the free flow, allowing the water to run until the light flashes. Remove the handle
and dump out the contents

Step 6
Repeat the above step 5 times without the pully caff.

Step 7
Repeat steps 5 and 6 on each brewing head.

Step 8
Place remaining handle in the container with the rest. Flush all brewing heads again to
ensure no residue of the pully caff remains in the machine (this can lead to the machine
jamming)

Step 9
Remove drip tray and clean. Pay careful attention to the drain underneath, this can clog with
coffee grounds which harden like concrete flush with hot water if necessary

Step 10
Ensure all surfaces of the machine and the surrounding area are sparkling, this includes the
steam

5
Standard plate set up, 1 cantuccini

(Piccolino),

1 chocolate Brownie (Bar and

Grill), 1 white sugar, and 1 brown and

Espresso:
Dosage: 1 pull
Cup: espresso
Button: espresso
Additions:
Notes: crema should last 2 mins serve
immediately

Macchiato:
Dosage: 1 pull
Cup: espresso
Button: espresso
Additions: touch of froth
Notes: a short mini cappuccino

Double espresso:
Dosage: 2 pulls, double handle
Cup: coffee
Button: 2 espressos

5
Americano:
Dosage: 2 pulls, double handle
Cup: coffee
Button: 2 espressos
Additions: top up with hot water, leave 1cm
window
Notes: Called an Americano as the American
soldiers who drank it couldn't handle
a normal double espresso

Black coffee:
Dosage: 1 pull
Cup: coffee
Button: 1 long
Additions: top up with hot water
Notes: an Americano with 1 shot of coffee,
as close to a filter coffee as we get

White coffee:
Dosage: 1 pull
Cup: coffee
Button: 1 long
Additions: top with hot milk, minimum froth
Notes: a shot of coffee and milk, simple

Cappuccino:
Dosage: 1 pull
Cup: coffee
Button: 1 long
Additions: top with hot frothed milk
Notes: cover 1/2 with chock powder on the
side the guest drinks from the froth should
be slightly raised not a tower
DON’T BURN THE MILK!

5
Latte:

Dosage: 1 pull
Cup: Latte
Button: long
Additions: Top 2 rim of the glass with frothed
milk
Notes: A traditional latte should be a shot of
espresso topped with slightly frothed

Mocha:
Dosage: 1 pull
Cup: long
Button:
espresso
Additions: top 2 rim of glass with hot chocolate
Note: a latte made with hot chocolate

Liqueur coffee:
Dosage: 1 pull
Cup: Latte
Button: long
Additions: 25ml of spirit and 1 sachet of sugar
if unsweetened spirit, cream float and 3 coffee
beans
Notes: coffee should come to 1cm of glass
make sure you mix it before floating to float
the cream shake it well then pour gently over
the bowl of a spoon

Fresh mint tea

Dosage: 4 whole mint sprigs
Additions top with hot water
Notes: garnish pot with a FRESH
sprig of mint, no sugar required on
cup

5
Hot

Chocolate: dosage 1 heaped table spoon

Cup: Latte
Button: N/A

Teas:
Dosage: 1 tea bag
Cup: coffee and pot
Button: N/A
Additions: milk on side
Note: herbal teas don’t need milk