day 1 –monday 8
DESCRIPTION
walkthroughTRANSCRIPT
CENTRAL & CO
CENTRAL & COTRAINING MANUAL
CENTRAL & CODay 1 – Monday
COMPANY INDUCTIONPolicies & Procedures
During Company Induction, all new starters are given an Employee Handbook. The company handbook covers the following
information. The assumption is that this information has been read and understood and any paper work completed.
Contracts Personal Information Bank Details Salary and Payments Hours of Work Time Keeping Probationary Period Data Protection National Insurance
Number Tronc/Tip reporting Visa/Work
Permits/Passports Rotas References
Income Tax Dress Code,
Appearance, and Hygiene
Working Time Directive Rest Periods Holidays Absence from Work Organisation and Rules Policies and Procedures Development and
Training Health and Safety Security Leaving the Company
Further to the Employee Handbook, the following topics are covered during induction:
The history and concept behind Central & Co
Proprietors/ Managing director
Key personnel Organisational charts Chefs and key personnel Probationary period Notice periods Hours of work, Reporting in procedures/
lateness, sickness Holidays Maternity/ paternity Payment of wages,
deductions of pay Equal opportunities Performance management Training
Bullying policy Disciplinary procedure
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CENTRAL & CO Disciplinary, gross
misconduct Grievance procedure Employee communications Organisation rules/
smoking, general behaviour
Grooming standards Uniform CCTV Carrying cash Stop and search Company property Confidentiality Talking to the press
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CENTRAL & COKEY MEMBERS OF STAFF
General Manager: Richard WeaverRestaurant Manager: Milan GodlaBar manager: Romeo hamatiHead Chef: Matt westSenior Sous Chef: mark beardshall
Please enter the appropriate numbers into your mobile phone!
Richard Weaver: 0207 647 1817Matt West: 0207 659 9304Mark Beardshall: 0207 659 9306Restaurant: 0207 499 6996Reception Desk:Kitchen ExtBar Ext 0207 659 9310Company Fax Number: 0207 629 7926Company Address: 22 Great Marlborough Street
London. W1F 7HU
Map of local area
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CENTRAL & CO
Arrival TimeStaff are to be ready on the restaurant floor 5 minutes ahead of the rota start time.
Staff are to be in correct uniform to the required standard. Staff are to be fully informed with current information on
notice boards, main boards and waiter diary. A late member of staff member must physically report to the
Duty Manager prior to starting work on the floor. Staff are to check in with their Head Waiter, check station
allocation and undertake a thorough handover from departing colleague.
Day 2 – Tuesday
Methods of communication
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CENTRAL & CONotice boardsNotice boards in the staff room display rotas, announcements, memos, service update journals, statutory notices and other internal communications. Read them daily, it is your duty.
BriefingsRegular team meetings are held to increase communication both within and between divisions
Menu tastingsThese are important as staff have an opportunity to see and taste dishes in the run up to a menu change. The tastings are conducted by senior management and senior chefs and used to impart information.training information.
Restaurant Communication
Communication amongst staff should be respectful. Manners and politeness are very positive qualities that show
individuals in a positive light. Swearing on the floor will not be condoned. Arguing on the floor will not be condoned. Staff are to follow instructions from supervisors without question. Grievances should be aired through the appropriate channels off
the floor. Breach of this standard may result in disciplinary action.
Notices
All notice boards should be checked daily. It is the responsibility of the individual to check all notice boards
before they arrive on the restaurant floor. Station/duty allocation Arrival Time Staff are to be ready on the restaurant floor 5 minutes ahead
of the rota start time.
Staff are to be in correct uniform to the required standard. Staff are to be fully informed with current information on
notice boards, main boards and waiter diary. A late member of staff member must physically report to the
Duty Manager prior to starting work on the floor.
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CENTRAL & CO Staff are to check in with their Head Waiter, check station
allocation and undertake a thorough handover from departing colleague.
Staff allocations are completed by the floor manager at the commencement of each service.
Generally, staff are allocated stations in line with their ability. Upon arrival on the section, a detailed handover must be
undertaken with the staff member leaving. All open bills become the responsibility of the station waiter
coming on shift. The individual is accountable for all issues (e.g. unpaid bills)
within the allotted allocation. Diaries The waiter’s diary resides in the cupboard on station 4. It
should be checked by all FOH staff prior to the commencement of their shift.
The holidays diary should only ever been used as a reference for the rota writer but can be viewed by staff wishing to book holidays.
The request book resides in the office and can be used by all staff to request days off. There is no guarantee.
When applying for a holiday you should secure a holiday request form. These are available from the headwaiter’s folder on the restaurant floor. It is also available on the intranet. They should be filled in correctly and given to rota writer. Unless they have been signed off by the rota writer they have not been agreed.
Notices
All notice boards should be checked daily. It is the responsibility of the individual to check all notice
boards before they arrive on the restaurant floor.
Checklists restaurant
Copies of the checklists are kept in the document folder in the drawer, which is situated next to the drawer containing candles.
Checklists should be completed on a daily basis. Copies of checklists can be made available by a Head Waiter
or Duty Manager. All duties carried out should be ticked off on the sheet. Any problems with completing the duties should be noted on
the sheet. The checklists should be signed and given to the closing
Head Waiter at the end of the day.
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CENTRAL & CO The Head Waiter should check the duties are completed and
countersign. Different checklists:
- Cleaning checklist- Counting sheet- Breakage sheet
Count sheets
Head waiters will issue count sheets from the forms left in the head waiters folder on the restaurant floor.
Count sheets must be competed by the relevant personnel on a daily basis
Counts sheets must be signed by the individual carrying out the count.
Count sheets should be left on the floor clip board once completed.
Discussing Central & CO
Central is a privately owned restaurant As it is a private company, the aims are to keep it that way. Central /Urban Leisure Group is not to be discussed in the public
domain or in any social environment. The media must never be spoken to. Customers pressing for information should be referred to a Duty
Manager. No discussion about customers will be tolerated at any time either
within or outside the building premises. Disciplinary action will be taken.
Staff are discouraged from fraternizing with customers outside the premises
Staff should not accept gifts customers unless cleared by duty manager.
Discussing the business
Should you be asked about anything to do with the scale of the business do not be specific.
If you are pressed for answers then ask the customer if they would prefer to speak with a manager
Do not discuss the business outside of your work colleges.
Customers enquiring about other customers
If a customer should ask you about another customer we should never divulge any information about them.
The line that we use is “I’m sorry sir but it is our policy not to comment on our customers”
Customers pressing for information should be referred to a duty manager.
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CENTRAL & CO All media should never be spoken to.
Drunken Customers
Customers who appear to be inebriated should be treated with caution.
If they appear to be dangerously intoxicated it is our duty as license holders to ensure they are not sold any further liquor. By law it is illegal for us to sell any alcohol to anyone who appears drunk.
People who are drunk show it in different ways, they may become louder, more chatty and sometimes aggressive or emotional. These are all signs we should be looking out for.
If you notice any of the above telltale signs then you must inform a member of management. Never refuse a customer a drink directly, always refer it to a manager who will deal with the situation in an appropriate manner.
Restaurant License
Alcohol can only be consumed when customer is having a full meal i.e. main course.
Appearance
All staff should bath or shower before coming to work. A mild anti-perspirant should be used; deodorant may also be
used but is not advised. Perfume and aftershave unless light should be avoided. Hands must be clean and nails short without nail polish. Hair must be well cut and neat, females with long hair must
wear it up off the neck, and males wishing to wear their hair long must have it tied back.
Hair style and colour should be conservative. Staff should always wash their hands after sneezing. Staff should always cover their mouths when coughing and
sneezing. Staff must not pick their nose or play with their hair whilst in
service. All male staff should be clean shaven; beards can only be
worn with General Manager’s approval. Staff appearance should be in line with company induction
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CENTRAL & COBasic Hygiene
All front of house staff must have received basic hygiene training within the first three months of commencing employment.
All staff must inform the personnel department should they have a basic hygiene certificate or not. All certification must be provided by the employee for inspection.
All staff without certification must inform the rota writer within their basic training
Jewellery
Wedding and engagement rings may be worn. Females may wear discreet ear studs, obvious and dangling
earrings are not acceptable. Visible tattoos must be covered up. Bangles, bracelets and pendants should be not be worn
during service.
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CENTRAL & COUniforms
TBA
Managers: standard company suit, white shirt, black tie, black socks & shoesSupervisors: standard company suit, grey shirt, black tie, black socks & shoesWaiter: standard company tunic, black vest, black trousers, black socks & shoesBartender: shirt, tie, waste coat, trousers, socks & shoesRunners: shirt, trousers, socks & shoes
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CENTRAL & CO
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CENTRAL & COUniforms
The company provides and launders most staff uniforms, we expect staff to be proud to wear the company uniform.
It must always be clean and free of marks. Shoes should be highly polished, black and of
conservative style. Socks should be black and free of holes. All waiters should carry a, wine opener, waiters pad,
Bleep key
Staff Pockets Staff are not permitted to carry any amount of cash on the restaurant
floor. This will result in an instant suspension. Staff should use only pens or pencils. Staff should carry an order pad Waiters and bar tenders should always carry a wine opener Staff may carry mini mints to freshen their breath during service. No other items are permissible in the pockets of any member of staff. Top pockets should only contain a Key Fob. There should be no pencils or
pens.
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CENTRAL & CO
Cash Tips
No members of staff are to carry cash on the restaurant floor on their person.
On some occasions customers may wish to tip additionally if they have had an exceptional experience.
Some tables may leave loose change following paying a bill in cash.
In both scenarios the cash is to be placed in the cash tips boxes on the floor station.
Cash tips are combined and split equally among the FOH staff on a weekly basis
Credit card tip[s will be left on occasion, in such a case ????
Anyone found pocketing cash tips will be liable for dismissal, as gross misconduct
Theft
Is considered gross misconduct. Do not remove any company property from the building. All equipment is the property of the company and must not
leave the site. Any member of staff leaving the site with any of the above
without providing a “pass out” form will be considered to be stealing.
Stealing from other staff will be regarded in the same way as theft from the company.
We have CCTV cameras located al over the restaurant with 24 hour surveillance.
Eating and Drinking During Service
Eating and drinking on the floor is not permitted However water may be consumed during service in the staff
room Ensure you have permission from your supervisor/manager
and your section is covered.
Cash tip box
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CENTRAL & COStation Numbers
Please see floor plansTable numbersRefer to the table plan
All front of house staff are expected to know all the table numbers by heart
Tables joined together will always default to the lowest table number
Position Numbers
It is expressly forbidden for food & beverage to be served without the waiter knowing who the dish is for.
When attending to customer needs we communicate with each other using the positions numbers as a way of customer identification.
For that reason a system of numbering has been devised each cover on the table is allowed a number. Position one always remains in the same place.
In the event of table joining together, the table number reverts to lowest number, but position one remains in the same place.
Generally speaking, position one is always on the fixed seating (known as banquet)
Position number increase clockwise around the table. If a normal position number is not sat, that number will
remain in play. I.e. table 41 sat as 2, opposite position numbers will remain pos 2 and 3.
Always bear in mind that guests may join tables late.
Traffic Flow in the Restaurant
Customers take priority and staff should acknowledge them when passing
Staff must never force or push their way past customers Runners with food/hot beverages are the next priority Then staff with drinks Onto staff recycling bus trays Then staff re-stocking the bar The term “Backs” should not be used in close proximity to the
customer as they will not understand Staff must use the term “Backs” when in close proximity to
other staff
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CENTRAL & COTraffic By The Pass
The Pass is a ‘silent zone’. That means there should be no chatting and any communication should only be about the service.
The Pass is an intensely busy location and a potential conflict zone
Respect and manners are to be exercised in this area Eating and drinking will not be condoned by the Pass. You
could be subject to disciplinary action. Food takes priority, followed by hot beverages Staff are to ensure the term “BACKS” is used when in close
proximity to other staff Runners with food/ hot beverages have right of way The Pass phone/coms is for the sole use of the expeditor and
barista. Any accidents or breakages caused by negligence may have
to be made good by the employee
How to move around the floor
Customers always table priority Runners are second priority Keep awareness at all times Do not make outlandish gestures with arms Maintain good posture Search for eye contact with customers Never walk backwards Move swiftly (even when it is quiet) but never run
General Linen Standard
Morning Linen Roles and Responsibilities Completed by the Supervisor Supervisor allocated to restock the maximum par levels of linen on
the restaurant floor before lunch service. During service runners to maintain the par levels of linen and
collect dirty linen. Runners re-stock maximum par levels of linen on the floor before
dinner service.
Evening Linen Roles and Responsibilities Completed by the Supervisor During service runners to maintain the par levels of linen and
collect dirty linen.
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CENTRAL & COLinen Delivery
Linen is delivered every morning at 8 am Delivery must be counted & checked and put away by 9:30 am.
Linen Delivery Check and Storage Completed by the supervisor . Use the ‘Linen Delivery’ form found on the allocation clip board. The delivery invoice will be inside one of the delivered linen bags
at goods-in. In the ‘INVOICED’ column put the quantity of each item as
indicated on the invoice. Count the number of each item delivered. In the ‘RECEIVED’ column put the actual number of each item
delivered. In the ‘VARIANCE’ column put the variance of ‘INVOICED’ and
‘RECEIVED’.
Example: ITEM INVOICED RECEIVED VARIANCE
Napkin 150 140 -10Glass Cloth 100 120 +20
Store all items in their proper places: glass cloths & napkins are stored in the linen room
When completed, sign and date the bottom of the form
Dirty Linen Procedures Completed by the Supervisor All dirty linen is collected from the stations after lunch and dinner. Collect all dirty linen in the black linen back. Do not attempt to carry the linen bag; it must be dragged along the
floor. Fill the linen bag to a maximum weight of 17 kg.
Why? Manual handling and health & safety procedures.
Bring linen bags to the staff room. Remove each piece of dirty linen, shaking them out to be certain
there are no foreign objects in them, and place them in the orange linen bags.
Again, fill the linen bags to a maximum weight of 17 kg.
Damaged Linen Procedure Completed by the Supervisor Use the ‘Damaged Linen’ form found on the allocation clip board. Get a bin bag from the polisher in the still room.
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CENTRAL & CO Remove each piece of damaged linen from the damaged linen skip
in the linen store at the top of the stairs beneath the clock. Put the number of items damaged according to type and size in the
relevant columns.
Example:ITEM DAMAGED BADLY
FOLDEDSTAINED
Napkins 2 0 5Glass cloths 0 3 0
When completed, staple the form to the bag of damaged linen and leave it in the Back of House office.
Unusable Linen
All damaged linen to be tied a knot in the corner of said Napkin/glass cloth
This to be returned to the linen company for a credit on our invoice.
Unusable linen is returned twice a week. Persistent discovery of unusable linen should be mentioned to
Supervisor Any linen rejected for use on the table will be deemed unusable. This is to be returned to the linen company for a credit on our
invoice. Any rejected piece should be returned and a new one replaced Unusable linen is returned twice a week. Persistent discovery of unusable linen should be mentioned to duty
head waiter or manager.Why? This is a cost saving to the business.
Folding a Napkin The napkin should be rolled It must sit flat on the table. The napkin should be positioned in the middle of the table
setting There is only one correct way to fold a napkin
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CENTRAL & CO
Station layout and setup
It is the floors responsibility when coming on shift, to ensure the waiter station is stocked up with mis en place, condiments and linen is allocated a cruet set comprising of salt and pepper and a Peugeots pepper mill, which are placed on the table
All stations have been designed to ensure that the full range of Mise en place can be stored within.
Example: Station 1
First Shelf MEP: Brown sugar shaker, white sugar shaker, toothpicks, mustards (Dijon and English), sugar
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CENTRAL & COInside a Mis en Place drawer for condiments and cruets
Example: Linen drawers
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CENTRAL & COBus Tray
A bus tray is a grey , rectangular, plastic tray for stacking and carrying all restaurant equipment.
Each station is furnished with these bus trays. It is company policy to separate china, glass and cutlery. Extreme care should be exercised when stacking bus trays. China must never be “thrown” into the tray. Any breakages caused as a result of negligence, may be
reimbursed to the company by the individual. The bottom bus tray should contain any food scraps or
rubbish All other crockery should be scraped and stacked on top of the stations in
an organised fashion so as not to look unsightly for the customer. That equipment should be carefully carried to the still room before being sent downstairs. There will be a separate process for sending those items in
the lifts that the polisher has been made aware of.
Why?To prevent/reduce accidents, breakages and loss. To enhance the speed of turnaround and to improve efficiency and speed in the porters team.
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CENTRAL & CORestaurant equipment
From left to right
Clockwise:
Clockwise: .
Honey pot
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CENTRAL & COEquipment stock
The restaurant is busy at most times of the day so it is important to have everything the guest may need in close proximity.
Stock levels of equipment and MEP should be check regularly during service.
The runners/ waiters are responsible for collecting the necessary equipment.
Always think ahead and assume that there will be a pending need for equipment.
Empty Bottles
All empty bottles are to be returned to the bar ? Bottles with remaining wine are returned to the bar on the
right hand side of the pass.
Sauces & Condiments TBA
Each station contains: Heinz tomato ketchup. Lea & Perrins Worcestershire Sauce Green and Red Tabasco English and Dijon Mustard H P Sauce Sauces should be kept clean, served lid off, label facing
customer. Refilled following every service and recycled weekly.
After every use they should be wiped clean with a damp cloth.
Relay Tables
Relays are the responsibility of the runners.
Tables are to be cleared and relayed with minimum noise and distraction to the customer
.Tables are to be wiped and to free of any debris.
Check the base of each table to ensure that the base is free of any debris and food stuffs
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CENTRAL & CO Each station should have enough mis en place to relay all the
tables in one section
Carrying Clean Glasses
No more than 6-8 glasses, at any one time, with one hand free.
If using a tray, do not overload it. Be aware of staff and customers, ensuring the phrase “Backs”
is used where necessary but never to or near customers Any breakage should be recorded in the appropriate way.
Carrying Drinks
Care must be taken to avoid accidents, use the trays provided except when clean
Positioning of glasses on the tray should be considered with the position numbers in mind.
Unload heavy items first.
Bread and butter service
Our bread is especially made for us by ?? TBA
It should be offered along with water when the customer has been seated
The bread is served on a wooden board while the butter is simply placed on the table in a butter dish.
One slice per person, the only exception is a table of one, where we will serve two.
Ensure the correct amount of bread is served according to the covers at the table (i.e. if on a table of four, only one person has arrived, you should still bring bread enough for four).
One butter per table, unless it is a table of five or more covers, where we will put two butters and two boards of bread.
Table Maintenance
Along with priorities, table maintenance is another frequently used term.
It is the responsibility of the station waiter. The term “table maintenance” means maintaining the table to
the cleanest possible standard at all times.
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CENTRAL & CO This includes the removal of any glassware that is no longer
required, empty side or sauce dishes, rubbish or wastepaper. Removal of condiments or sauces. The topping up of wine/water. Correct positioning of vacated tables and chairs. Ensure tables are steady and not rocking or adjusted
accordingly.
Removing Aperitif Glasses
Aperitif glasses should be removed as soon as the customer is finished. At the very latest, aperitif glasses should all be cleared at the time of the
starter being served If you feel a customer has finished but the glass is not empty, then follow
the ’approaching a table’ standard and ask ; ’are you finished with your glass sir/madam?’
Any more than one glass should be cleared using a silver service tray.
Clearing Plates
Plates should not be cleared from a table until everyone has finished their meal and finished chewing.
When approaching the table enquire “shall I clear for you”. If the answer is yes you may start clearing. Where possible, plates should be cleared from the right. Holding one plate in your hand and another plate resting on
your palm you will be able to stack the plates with the cutlery being collected on the plate which is in your hand.
Never carry more than you feel comfortable with as this is how accidents happen.
Once you have removed all the plates you can return with a tray and remove all other items such as side dishes, bread, butter dishes and cruets.
Once all items are removed the table can be crumbed Only ever clear one table at a time.
Clearing Down a Table
A good station waiter would ensure the maximum amount of items cleared from a table before the customer departs
Tip/ Clear all empty glasses, coffee Mise en Place when the bill is presented.
Following the customers departure, tables should be cleared as soon as possible
Best practice would be to ensure glassware and crockery is cleared on separate trays
On tables of two, clearing onto one tray is acceptable, but should then be separated at the station
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CENTRAL & CO Once cleared, the table must be cleaned with sanitizer
sprayed on to cloth not the table. Re-laid immediately
Crumbing a Table
Table crumbing is the responsibility of the waiter. Tables should only be crumbed after mains have been
cleared. Crumbs should be swept on to a small plate, using a folded
crumber napkin . Crumb between customers and never across them, unless
impossible, in which case “forgive me reaching across you” should be said.
Cruets should be removed after table is crumbed. Tables should be crumbed before presenting dessert menus.
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Offering Dessert Menus
Once the customer has finished the main course and the table has been cleared including cruets and any other item that is no longer required and the table has been crumbed.
The waiter should wait a few minutes but no longer than 5 and then re-approach the table to get an order. Use approaching the table standard.
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CENTRAL & COStaff Rotas
All staff rotas are completed and posted on the Thursday preceding the rota's week.
Shift swaps must be authorised by a senior manager only. The rotas with colour coding indicating workshops, meetings
or mentoring sessions. Attendance to these sessions is mandatory; failure to attend
may result in disciplinary action. Holiday entitlement must be taken in the year it is due; the
management have the right to force outstanding holidays to be taken, on your behalf if you do not make your own request within normal timescales.
Staff are entitled to use the request book for specific days off, these are not guaranteed and are to be requests.
If the days requested are vital, then a holiday form should be completed.
Diaries
The waiter’s diary resides in the office. It should be checked by all FOH staff prior to the commencement of their shift.
The holiday diary should only ever be used as a reference for the rota writer but can be viewed by staff wishing to book holidays.
The request book resides in the office and can be used by all staff to request days off. There is no guarantee.
When applying for a holiday you should secure a holiday request form. These are available from the restaurant manager. They should be filled in correctly and given to the restaurant manager. Unless they have been signed off by the rota writer they have not been agreed.
Accidents with Customers
Always offer apologies, look directly at the customer and act sincerely even when it’s through no fault of your own.
Check that the customer is not injured. If they are you should tell the duty manager immediately.
There are trained first aiders in the business at all times and they should be informed by the duty manager.
Inform the Duty Manager about the incident if the customer is not injured.
Do not back off from the table or customers, still apply positive hospitality.
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CENTRAL & CO All incidences of accidents must be recorded. You should
always request a accident report be competed by the duty manager if you are involved as you involvement in the incident needs to be documented for legal reasons.
Damage to Customers Possessions
If any item belonging to a customers is damaged whilst they are in the building and they claim that we are at fault then this must be passed on to the duty manager.
Customers having an Accident (on their own)
In the event of a customer having an accident you must first inform the duty manager who will if necessary inform one of our designated first aiders.
A list of all current first aiders can be found on the notice board in the staff room. Depending on the accident an accident form may also be required.
Once you have handed over the situation you will be required to return to work as normal, causing as little disruption to service as possible.
Customers Taken Ill
In the event of a customer being taken ill you must first inform the duty manager who will if necessary inform one of our designated first aiders.
A list of all current first aiders can be found on the notice board in the staff room. Depending on the severity of the illness an ambulance may or may not be called. Depending on the illness an accident form may also be required, please refer to the duty manager.
Once you have handed over the situation you will be required to return to work as normal, causing as little disruption to service as possible.
Accidents with Self
Try to finish the task you are doing. Inform your Duty Manager. If a change of uniform is required, do so immediately
ensuring your section has been covered. Ensure it is recorded within the accident book,
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CENTRAL & COAccidents with Other Staff
Offer your apologies, be sincere. Deal with the matter as quickly and fuss free as possible. Inform your Duty Manager. If both parties need to leave the floor, check first and
handover your section to a suitable colleague. Ensure it is recorded within the accident book by both
parties.
C.O.S.H.H
All front of house staff must have received accredited COSHH training within the first three months of commencing employment.
COSHH stands for Control of Substances Hazardous to Health.
The Rota writer must be informed if you have not received, or have not been scheduled for COSHH training by the end of week 4 of your employment.
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Breakages Standard
In the event that you break any property , you must record it. Complete the sheet that is on the clipboard in the nearest location. There is one in the bar, and in the kithen)
The golden rules: Always stack small crockery neatly on a tray on the station. Never overfill bus trays as this increases the chance of a
breakage occurring. Always be aware of what/who is around you when carrying
bus trays or items of crockery and glassware. Never carry more than eight clean glasses in one hand. Never carry large amounts of plates through the restaurant. Always use the term “backs” in a clear voice when necessary
to warn colleagues that you are in the area. Ask a senior colleague for advice on any issues of equipment
storage. If you break it– record it.
Spillages
Any spillages however minor must be dealt with immediately. In the case of liquid, food, glassware and crockery, stay with
the spillage and inform a colleague as soon as possible. Instruct another senior waiter to obtain cleaning materials.
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CENTRAL & CO If the spillage involves food or drinks on the way to the table,
the food or beverage should be re-ordered stating ‘Rush Order’ on the Bleep.
Report the spillage to your Head Waiter and record where necessary.
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CENTRAL & CO23 Most asked Questions
1) When was the restaurant built?2) What was this building before?3) Who are the owners?5) How long has the restaurant been open?6) Can I just come in for a drink?7) What time do you open/close?8) Who designed the restaurant?9) Who is the executive chef?10) Who is the general manager?11) Do you have a standard service charge?12) Can you book me a taxi?
13) Do you have a children’s menu?14) Which dishes on the menu are suitable for vegetarians?15) Where is Graphic Bar?16) Where are the toilets?17) Have you got a card (for the restaurant)?18) What is the best table?21) What is the house wine/ champagne?22) What time does breakfast/ lunch/ afternoon tea start/ finish?23) Whats the bar all about downstairs
ANSWERS1) 2) 3)
4) 5) 6)
7) 8)
9) 10) 11) 12)
13) 14)
15)
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CENTRAL & CO16)
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20) 21)
22) 23) 24) 25) 26) 27) 28) 29) 30)
Day 3 – Wednesday
Approaching a table
Identify the most appropriate position in which to stand at the table giving the greatest view of your station.
Know what you are going to say, before you reach the table. If possible identify the host, though generally one person at a
table will notice the waiter’s presence, and address them in the first instance.
Remember body posture and body language is vital. Never bend down to customer height, nor sit at, or kneel at a table.
Engage in eye contact with a guest / host before speaking. Speak slowly and clearly. Apologise to a guest when interrupting For example “excuse me sir/ madam, sorry to interrupt but…,
or “forgive me interrupting may I” Sir or Madam is the correct addresses but if the hosts
surname is known, it is good skill to use it, like “Hello Mr. Bond”.
Always ensure direct eye contact.
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CENTRAL & CO Always smile; we want the customer to feel that we have
valued their visit. Departing disgruntled customers must also be acknowledged.
It is important to ensure the Duty Manager or Head Waiter is on hand in these circumstances.
Where to stand at a table
It is imperative that a waiter identifies the most effective position to stand at the table.
Approximately 50% of the waiters’ working time is at the table.
The best position is at a point of the table where the waiter can see the whole station and the majority of their section. This is so the waiter can see the arrival of the food, wine and water to the station, new parties arriving and continue to re assess the tables’ status and readjust priorities accordingly.
The waiter should ensure that the party or table at which they are serving, has their full attention and able to make eye contact with the host and their guests, examples follow:
Table 7– the best place to stand is adjacent to position 1 facing position 2.
Table 11– between positions 1 & 2, looking towards table 12 position 2.
Table 16– alongside position 1, looking towards position 3. All staff should experiment with every table.
Body language (staff)
The types of body language that is unacceptable are as follows:
Slouching Leaning Bending towards a table Rolling eyes Checking watch Drumming with a pencil or pen on the back of a waiters pad. Avoiding eye contact Chatting with other staff Muttering under your breath Using a foreign language
Body Language (customers)
The best waiters are able to anticipate customer requirements or indeed infer customer dissatisfaction.
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CENTRAL & CO There are many different indicators that individuals display,
that are good indications of body language. Some of the more basic signs are:
Tightly crossed arms display negativity. Parties not talking to each other. Customers looking around as if seeking attention. Customers waving their arms. Customers not eating their food. Customers turning their backs to an adjacent table. Customers drumming their fingers. Customers looking at their watches. Any customer having to ask for or about any element of the
service must thereafter, with immediate effect, be flagged as a priority.
Customers who name the proprietors should also be flagged as priority.
Inappropriate Behaviour
The Wolseley has a conservative style of operation. We assume a position of friendly formality in dealing with the general public.
We do not encourage slang, colloquialisms or abbreviations. We speak only English to all our customers Swearing is not tolerated We never talk about or discuss customers We never tell customers their table is to be vacated Kissing customers or staff in the restaurant – physical contact
with the customer is discouraged apart from a formal handshake
Calling customers by their first name is unacceptable, unless requested to do so by the customer
Eating or drinking in the restaurant Leaning, slouching and poor posture Leaning on customers chairs/ tables Tapping pens on pads Lack of eye contact
Acknowledging a customer
Customers take priority over everyone else within the restaurant.
All customers moving through your section or past you must be acknowledged with eye contact and a smile.
A simple “hello” may be said; however a brief nod is acceptable.
As you move through and around the restaurant, your eyes should be focused on the customers.
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CENTRAL & CO If a customer asks a question, acknowledge it and speak
clearly. Do not point to indicate directions. Always aim to pull out the table for approaching customers.
Aim to take over from the seater
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CENTRAL & COFirst contact with customers
Types of greetings you should use are. Hello, good morning, afternoon, evening Greeting in foreign languages are not allowed. Kissing or touching of customers is not allowed.
Saying Goodbye
It is imperative that customers leave the restaurant with a positive feeling.
It is also basic restaurateuring and customer care. It is a good ploy to acquire the hosts name from their credit
or debit card when paying. Upon vacating the table the waiter is to say clearly and in
English goodbye or good night. Sir or Madam is the correct addresses but if the hosts
surname is known, it is good skill to use it, like “goodnight Mr Bond”.
Always ensure direct eye contact. Always smiles, we want the customer to feel that we have
valued their visit. Departing, disgruntled customers must also be
acknowledged. It is important to insure the duty manager or head waiter is on hand in this circumstances.
Always aim to pull out the table for departing customers.
What Not to Say to a Customer
The Wolseley is a conservative style of operation. We assume a position of friendly formality in dealing with the general public.
We do not encourage slang, colloquialisms or abbreviations. We speak English only. That is within all departments of the business. Additionally, there are some phrases that must never be used:
o “Bon Appétit” or variations of the sameo “Enjoy your meal” or variations of the sameo “Bonjour Madame et Monsieur” or variations of the same
We do not say:o “Can I get you a drink?”o “Let me go and check”o “I don’t know”o “Nice to see you again”o “Didn’t I see you last week/ month …”o “….for the table”
Swearing will not be tolerated. Do not say the “cover charge is for bread and butter or table cloths” We never talk about or discuss customers.
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CENTRAL & CO We never tell customers when their table is to be vacated {Duty manager
or Maitre d’s responsibility only} Good phrases to use:
o “May I clear for you?”o “Good morning/ night/ afternoon sir, madam.”
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CENTRAL & COPriorities for Station waiters
“Priorities” is a phrase used frequently within our business To prioritise, in effect, means the order of importance in
which a task is carried out. Prioritisation, is not dissimilar to a game of chess where the
best players are thinking seven moves ahead To prioritise effectively, waiters should work with their heads
up, constantly watching their section As a rule of thumb, the service of food is # 1 priority, next,
acknowledging new parties, menus, bread and butter service, followed by wine and water service, then hot beverages, drinks, Mise en Place, table maintenance, menu information, clearing and relaying tables
As a rule of thumb, priorities for the floating waiter are the opposite
Coffee and tea service priorities
Runners to ensure all tea and coffee arrive at the table in shortest time possible
Check with the Barista should the beverage appear to be sub standard
Ensuring all coffee and tea mice en plaice are setup and clean Assisting in running of food where ever possible
Supervisors
To support the waiters in taking food orders as directed. To help relay tables where appropriate To guide and support the waiters. Act as a Floor manager when covering sections during
periods of breaks. Support timely delivery of hot beverage items Continued awareness and support of food running Communicating any issues to the waiter. Responsible for high quality service of the tables Supporting waiter in supervising tables and stations, taking
food, dessert and coffee orders. Assisting waiters to main away tables
Runner priorities
Ensuring food arrives at table as soon as possible and in the highest quality possible.
Ensuring plates are clean etc Checking all the food is in order and correct.
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CENTRAL & CO Avoiding movement of the dishes on the plates. The running of coffee & beverages
Priorities Waiters
Runs allocated station, ensuring customers have an enjoyable experience whilst maintaining a high profile during service
Reporting on time and adhering to agreed break times To ensure all tables are laid up to standard Informing customers on changes on menu and specials Collecting and serving of coffee and drinks when necessary Be able to answer any food or drink queries that customers
may have To ensure all mice en plaice is carried out correctly on tables
and in time Overseeing and directing junior waiters where applicable Reporting any service issues to MOD / general manager
Restaurant Manager
Restaurant Manager to supervise and manage day to day service of restaurant, reporting to the General Manager
Promote and establish a regular customer base ensuring efficient and excellent quality of service
Monitoring staff performance, identifying weaknesses and strengths providing support through effective briefing, debriefing and encouragement.
Providing support where ever necessary Assigning duties and responsibilities to all staff under your
control, ensuring all mice en plaice is carried out before service
Assisting in development of the business, upholding procedure and company policy
Responsible for the communication of information to all staff under your control
To ensure co-operation and co-ordination between departments
To understand full working of Bleep and be able to trouble shoot where necessary
To comply with all operating procedures. To complete all checklists and have a full understanding of
cashing up and discount procedures To be fully conversant with menu and wine list contents
ensuring staff are capable to give accurate descriptions to guests
To inspect stations, tables and staff on a regular basis
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CENTRAL & CO To maintain a high level of communication with the kitchen
brigade To conduct debriefing sessions prior to services Be able to produce detailed and accurate service reports
Service Charge
Currently the service charge of 12.5% is levied on all bills apart from customers standing at the bar
The bar Counter does not attract service; therefore, service charge can only be levied for table service.
Should a customer refuse to pay all or part of the service charge, the Duty Manager must be informed and briefed immediately.
Should a customer leave an additional cash tip on top of the service charge, the cash is to be placed in the tips box immediately. Failure to do so refer to the standard on theft.
Menu Information for Customers
After the party is complete and have received the menus wait approximately2 minutes before relaying menu information.
Practice in your mind what you are going to say before you approach the table.
Speak slowly Followed by any daily specials. (pre & post theatre) Remember to breathe. Then identify any dishes that are unavailable for that service. Be clear in your pronunciation. Always remember, less is more. Describe the dishes; do not
give out a list of ingredients. Customers get bored and irritated with lengthy descriptions. Direct the information to all the customers at the table
making eye contact with everyone.
Menu Substitution/ Off menu dishes
Should there be a change to the menu item or an item off the menu, the information will be communicated during the breifing
The information changes should be written on your waiters pad.
This applies to items changing during service. Changes to the menu during service should be directed by
the MODonly.
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CENTRAL & CO Information on changes to the menu should be indicated to
the customers upon arrival at the table.
Prefix
All FOH staff should know the basic prefix information for each day of the week.
Waiters and above should know all the ingredients and production of the dishes.
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CENTRAL & COWriting Food Dockets
Write clearly the table number, covers & waiter name and the time the order is taken in the space provided.Each food item on a separate line with the corresponding position number in the right hand column
Offering water
Offer the guest still or sparkling water If they order sparkling they should be given sparkling mineral
water If they order still water you should offer mineral water or a
tap water. Tables of 2 or larger should be given a Central Bottle of tap
water.
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CENTRAL & COPouring wine and water
Regular wines and mineral water should be poured to ⅔ of glass capacity
Reserve red wines should be poured to a maximum ½ of the glass
It is the station waiter’s responsibility to ensure the glasses are topped up until the bottles are finished.
Never tip bottles upright to 180° Never ‘wring out’ the last drops of wine from a bottle. It is best practice to inform the host that the bottle is
finished. It is recommended that the host is always served the last remnants of a bottle.
Eye contact should be made; an enquiring look from the waiter is enough. If this is not possible then do not interrupt, and assume customer will order more if required. It is unlikely that customers order more bottles of wine after dessert is served and water after coffee is served. So do not enquire, wait until they request.
Glasses should be cleared when all customers are all finished. Never pour across customers
Presenting and opening wine
Ensure that the wine put up by the dispense barman is what the customer ordered. Check vintage and temperature.
Take the wine to the correct position number on the table. Follow the ‘approaching the table’ standard. Present the label to the customer. Wait for them to agree that
it is the correct wine. Use waiter’s friend to cut the capsule top of the bottle. It
should be cut below the ridge. Whilst cutting, keep the label facing the customer. Use cork screw to dislodge the cork. Pay special attention not
to make any popping noise. Do not sniff the cork. You will still pour the wine for the guest
to taste whether you believe a wine to be corked or not. Once the bottle is open, pour a generous mouthful of wine
into the customer’s wine glass Wait for the customer to taste the wine. Not all customers may take wine. It is best practice to ask
every customer before pouring. Do not assume that pregnant women will not drink wine, though many choose not to.
Start with the ladies Move in a clockwise direction. Begin pouring ladies, again moving clockwise around the
table
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CENTRAL & CO Finish by pouring the wine for the customer who originally
tasted the bottle Remove unused glasses from customers not taking wine. We
suggest doing this for customers who might take wine at a later point in the meal. The glass can always be put back, but removal will stop Waiters and Managers trying to pour wine before the customer is ready. Use the phrase, “I’ll return the glass when you you’re ready”
Corks and foil tops are to be kept in pockets until they can be disposed of in a bin.
Red wine bottles should be left on the table. White wine bottles follow ‘bottles left on tables’ standard.
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CENTRAL & CO Parties having both red and white wine. The waiter should
assume in the first instance that all customers will have both wines, so prepare enough glasses. Ask the host if all are having both wines, as bottles are opened. Those going straight to red, remove their white wine glass. If all are taking white first, it is ok to leave the red wine glasses at the station.
The host should try both wines immediately after opening in all cases.
If a customer orders two bottles of the same wine then both should be tasted at the same time
There are 4.25 servings per bottle. Exercise caution if one bottle is to serve 5 or more people
Opening Champagne
Check Champagne flute glasses are clean or frozen. Mezzanine parties should be given room temperature polished glasses
Approach customer and present as per basic standard. Take off foil top around the cage using the bottles own rip
cord. Hold the bottle at a 45° angle. For right handed people, put your left thumb over the cork
whilst holding the bottle. Use your right hand to unscrew the metal caging over the
cork and loosen. Again with your right hand, grip the bottom of the bottle and
twist. Continue this motion until you can release the cork with your
left hand. Never twist the cork. Keep bottle at 45°. Be sure not to make a popping sound. A gentle ‘fizz’ is the
right sound. Once the bottle is open, continue to hold the bottle at a 45
degree angle for 3-4 seconds. Follow basic wine procedure as previous for tasting and
pouring. There are 5 servings per full bottle, so exercise caution if one
bottle is to serve six people.
Wines by the glass
All wines by the glass are to be poured at the table in front of the customer
Our wine offer is 125ml a glass and is poured into a small wine glass
It is permissible to pour customers a taste if requested
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CENTRAL & CO If requested, this should be communicated to the bartender
on the pass The amount of glasses required needs to be ordered through
the POS. These will be dispensed from the bar with the wine.
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CENTRAL & COReserve red wine
Follow the basic steps in the opening wines procedure as previously.
Decanting is recommended for all reserve red wines, and the customer must be offered this facility.
Follow the customer’s instructions. If customer rejects decanting then open and serve as per basic procedure.
Otherwise take the bottle back to the bar to be decanted then take back to the table follow the steps below.
Present the decanted wine for tasting. Once approved pour as per basic standard. Leave decanter and the empty wine bottle on the table.
Disused capsule and cork should be thrown away, and not tied to, or arranged around the bottle.
Reserve wine procedure
On receipt of the drinks docket the bar tender will retrieve the wine from with the desired number of reserve wine glasses, along with a decanter.
The bartender will then place the wine and glasses on the corresponding docket on the counter for the waiter to collect.
NOTE:- The bartender will not write the table or the position number on these bottles.
Corked Wine and Rejected Wine
Should a customer suspect a wine is corked, or is unhappy with their wine selection, it is our policy to change the wine without question. Staff are not to get into any discussion with customers or bar staff over the matter. If the wine is from the reserve list the MOD should be immediately involved.
Order another bottle through Bleep modifying the item with ‘rush order’
Inform the MOD of the situation and ask them to void the relevant item off the bill.
Replace the glasses on the table. Take the bottle and any poured glasses back to the bar, and
then pick up the new bottle. Give explanation to the pass bartender.
Corked wines should be voided and recorded keeping the empty bottle for proofIf the second wine is not to the customer’s satisfaction, inform the duty manager and brief them on the situation and they will take over.
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CENTRAL & CODrinks mistakes
Any drink error should be removed from the table immediately.
Acknowledge the customer and host. Then apologise. Identify the problem and remove the drink. The waiter should then be given the drink at the nearest station and any information about the issue should be passed on for them to deal with.
The waiter should be informed to void the items or discount. The incorrect drinks should be returned to the drinks pass,
explanation given to the pass bartender. The correct drinks should be picked up and delivered to the
customer by the station waiter.
Ice Bucket Standard
Ice buckets for the restaurant should be prepared no later than 11:30.
Buckets must be filled two thirds of the way with clean cubed ice.
Once buckets back in position, they must be covered with a service cloth.
Lastly, buckets to be kept clean of corks, bottle tops, etc.
Minerals
Bottled tap water is dispensed from the fridge in the waiter station. This is tap water. The mineral water served at Central is 11111111111111111111111111111111111111111
Beer TBA glasses ?
--------- is the only alcoholic beer that is served We only serve it on draught in “half pints” of 300ml Pilsner is served in pilsner glasses If we have run out off glasses it may be served in a
large highball. We serve ---------Non alcoholic beer It is served in a large highball and is poured at the bar
Champagne/Sparkling Wines
We offer Champagnes by the glass with all but our house being poured at the table,
We pour 150ml
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CENTRAL & CO The amount of glasses required should be ordered with the
wine through the Bleep. The bottle of Champagne and flute will be placed on the bar
to be collected by the runner The bottle will be placed on the waiter station ice bucket and
the glasses placed on the table in the correct position. The waiter will then serve the champagne at the table.
Our house champagne is ???? Our Bellini’s are made with Prosecco.
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CENTRAL & COAperitifs
Traditionally drinks such and Vermouths, Sherries and dry cocktails are classed as aperitifs
Aperitifs serving are specific to each type of beverage (see reference manual)
Sherry is served in a chilled port glass at 100ml pour Vermouth style beverages are all served in an old fashion
glass, on the rocks and garnished with lemon slice for “whites” vermouths and orange slice for “red” vermouths at a 50ml pour unless specified
If requested straight up it the vermouth will be served in liqueur glass
Drinks presentation
Drink GarnishGin and tonic wedge of limeVodka and tonic slice of lemonCoke slice limeDiet coke slice lemonVodka (on the rocks) lime wedgeCampari (on the rocks) orange slicePunt e mas (on the rocks) orange sliceMartini rosso (on the rocks) orange slicePimms (on the rocks) orange sliceDubonnet(on the rocks) orange sliceCinzano(on the rocks) slice of lemonMartini Bianco(on the rocks) slice of lemonMartini Extra dry(on the rocks) slice of lemonNoilly Prat (on the rocks) slice of lemonPimms vodka (on the rocks) slice of limeTequila (straight up) noneRum and coke wedge of limeSambucca 3 coffee beansVirgin mary lime wedge, cracked pepperBloody mary lime wedge, cracked pepper,
straw*Assume all other drinks have no garnish*
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CENTRAL & COPresenting Menus
Check that the menus are clean and free of stains before presentation.
Present menus to the customer open at the relevant page. Menus should never be given closed. Do not carry menus under the arm or armpit.
Taking a Drinks Order
Upon presentation of the menus ask the customer's) if he/she/they would like something to drink.
Never use the phrases ‘may I offer you something to drink’, or ‘can I get you something to drink’.
Ask if they would like Mineral Water. The bottle is ‘to share’ and not ‘for the table’ or variations of the same phrase.
It is best practice with customers wishing to take wine by the glass, that they are shown the full offering on the wine list. If the situation is not appropriate always offer something from the reasonable end of the wine list.
As a policy, we do not up sell. Enter drink order into Romance. If customer does not want a drink enter ‘NO DRINKS’ into
Remanco.
Taking a Wine Order
It is normal practice for customers to order wine once they have ordered their meal. However, this is not always the case, so you should make yourself available to the customer upon seating. Use eye contact. If the customer makes eye contact with you then approach the table.
Once the menus have been presented and initial drinks order taken, try to anticipate the host needs by looking at which page of the menu he/she is looking at. If they are looking at the wine list take the following action.
Follow ‘approaching a table’ standard. Ask the customer if he/she would like to order off the wine
list. Act as directed by the customer. Otherwise wait until the party has ordered their meals and
approach the host. If asked for a recommendation, do not guess. If confident, we
are happy for staff to make recommendations to customers, but we do not up sell. Best practice is to offer three alternatives to choose from. Reasonable, mid-priced, and expensive.
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CENTRAL & CO Never recommend from the Reserve List or Bin-End list
unless specifically asked by the customer. If unsure, seek advice from the Duty Manager.
Finger bowls
This can be obtained from the Barista. It is a small bowl, filled 2/3 with luke warm, clean water and
a lemon slice. Finger bowls are to be served when the food has arrived at
the table.
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CENTRAL & COCoffee With
Coffee with is a cultural preference, predominantly North Americans. However, “ Coffee with” can also be requested by customers as a time preference especially week day lunches and pre- and post-theatre.
Coffee orders should be taken at the same time as the dessert order.
Customers to be offered “with” or “after” dessert. The order should be placed to that effect accurately into the
Bleep. It is the runners responsibility to ensure that the hot
beverages arrive at the correct time
Customers’ Moving Tables
Should a customer not be happy with their allocated table, we will endeavour to place them at a table which they would find satisfactory. However, this is at the discretion Rest Manager/Host
If a customer requests to move tables, you must inform the Rest Manager/Host immediately and let the customer know that they should remain where they are and “So and So will be with you shortly”
Waiters are able to infer from the customers’ body language if they are uncomfortable. This may be due to, small children, loud parties or indeed competitors from the same industry. If a member of staff suspects that a customer is unhappy, the Duty Manager/host must be informed immediately
Some customers may wish to re-visit the Bar at the conclusion of their meal. Whilst this is not necessarily a problem, it may be difficult due to the size of the bar. In any case, the Waiter or Host must be informed and the bill moved to the appropriate table on the POS. If the CO bar is preferred the Waiter must inform the Host to check for availibilty
Many tables in your section will be subject to turn times. These are times previously agreed with the customer when they will vacate their table. Most customers honour their conditions, some, may not. Those customers need to be “turned”. This is the responsibility of the host or duty manager and the customer will be moved back to the Bar or Co. Once again, the bill has to be transferred to the appropriate table.
A special effort should be made to communicate information about the guest who is moving tables to the waiter and
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CENTRAL & COrelevant personnel who will be looking after the customers from then on.
Tables that have moved immediately become a service priority. .
Ensure you have got the attention of the Host.
Parties with Children
Tables with children should be considered as action priority tables, the highchair should be offered to the very small.
Children’s food should be served as quickly as possible after checking with parents that they wish this to be the case otherwise they would eat at the same time as the parents.
Children packs should be offered to the 2-7 year olds. Straws should be offered in the drinks and served in old
fashioned glasses. Young children should never be presented with sharp cutlery
(steak knives) Small cutlery should be issued for children’s main courses. We do not have a children’s menu. As a rule we do not do small portions for children. If you are
asked for smaller quantity dishes you should check with your head waiter before agreeing anything with the customer
Children have an attention span of about an hour and should be offered dessert whatever the stage of the parents’ meal. Children should not be charged service charge unless having a regular main course. Use the following Remanco procedure.
Enter the amount of covers as usual Use the ‘action priority/ children’ modifier on Remanco. Enter the required order (refer to Remanco tasks standard) Use ‘rush order’ at the end of the Remanco order.
Order of service
Customers are greeted at the door by the Host /Rest Manager.They will then be seated at the table and offered menus at the table by the Host. The seater could be the Host, Manager or Supervisor
In case the customer has had a drink in the bar the drinks order will be transferred from the bar bill to the table bill by the Waiter/Host. If not offer water, give the wine menu
Bread and butter are to be brought to the table by either the station waiter or the Supervisor.
The drinks have to be collected at the dispense bar by the waiter, This is unless there is a drinks runner
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CENTRAL & CO As soon as the table is complete with customers the station
waiter must inform them about the fish of the day, prefix or any specials or changes and any items unavailable on the menu.
The food order should generally be taken by the Waiter.The food docket must be written clearly and each dish must have a position number with it. As the customer food is delivered, the food runner serving the food uses the position numbers to serve each customer the correct dish. Any unusual requests must be checked with the waiter. When placing the order in to POS, ensure that all requests are communicated clearly using modifiers. Make sure that the table number; the order and position numbers are correct before sending it to the kitchen.
The waiter will then carry out the mise en place required for the order.
If the wine has been ordered with the food the wine service will be next. If a customer does not want any wine, the wine glasses need to be removed from the table. If a customer does not want their wine being topped up, it must be communicated
Food runners will then bring the dishes directly to the table. Station waiter must offer condiments.If the bread and butter are finished, this can then be removed from the table. Do not offer more bread and butter. If a customer asks for more bread and butter, of course we will serve more.
Before the starter dishes are cleared make sure that the next course has been called away. Only clear if everyone is finished.
Main course will arrive in the same way as the starters. Some dishes are accompanied by a sauce or side order, which must be served next to the appropriate dish. Please make sure that the customer is aware of what these dishes are.
All unwanted or used side dishes may be removed from the table, to provide more space for the customer.
After everyone has finished their main course the table should be cleared of all used crockery and cutlery. If a customer has left a large amount of food, ask if there everything was satisfactory with the meal. (see separate standard) Any complaints must be reported straight away to the Manager on duty.
All dirty glasses, which are not used anymore, should be cleared off.
Crumb down the table, remove the cruets and offer dessert menus.
Take the dessert and coffee order Mise en place must be carried out for dessert
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CENTRAL & CO Desserts will be served in the same way all the other food
was served. If the coffee order was taken at the same time you must check when it was requested for. If the order stated “coffee with”, you have to ensure, that the coffees are on the way as soon as the dessert has been served. If requested “coffee after” you must press the “send coffee” button on the Remanco as soon as the customer have finished with their desserts. “Ask for coffee” means, that as soon as all the customers have finished with dessert and it had been cleared, you should approach the table again and offer to take their coffee order.
It is the responsibility of the staff member who has placed the coffee order to establish the appropriate time to collect them from the Barista section. This is a waiter priority. Other staff can pick up and run the required coffee’s as directed by the waiter.
If all the wine is finished, the empty glasses can be removed (using a service tray, if there is more than one dirty glass at the table).
The bill will be presented on the customer’s request. Make sure you check the bill before putting it down.
Even the customer has paid the bill, you must continue to look after them until they have left the restaurant i.e. ashtrays, topping up, etc.
Even the customer has paid the bill, you must continue to look after them until they have left the restaurant i.e. ashtrays, topping up, etc.
As soon as the customers are leaving you should assist them getting up and wish them good bye.
Service of Food When Guests are not at the Table
If the food arrives for a table and all the party are not present you must offer to hold the food for them, especially if it is a table of two.
The food should be taken back to the expeditor where it can be kept warm until all the party is present.
Always refer the dishes to the head waiter Upon the return of the missing guest the food can then be
redelivered. Before redelivering this the waiter needs to check the food is hot and presentable.
If the food becomes cold the head waiter should liaise with the party and offer to have the dishes re-cooked after which an estimated time of arrival should be given to the waiting customer.
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CENTRAL & CORe-Visiting the Tables
One of the most frequent criticisms in the Restaurant is from customers who cannot identify their server.
Waiters must be able to recite the table status of every table in their section at any given time without having to look at that section.
A good waiter would re-visit each table after every course is served using the phrase “Do you have everything you need?” or “Is there anything else I can get for you?”
The best waiters would ensure this occurs after coffee service on all tables and at all times.
Any feedback from the customer given to the station waiter through the re-visiting of their tables, should be relayed to their Supervisor/Manager.
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CENTRAL & COFood Mistakes
If the item has reached the table Any food item errors should be removed from the table
immediately. Acknowledge the customer and host. Then apologies. Identify
the problem and remove the dish. The Waiter should then be given the dish at the nearest station and any information about the issue should be passed on for them to deal with.
The Supervisor should be informed who will then inform the chef
The Supervisor should establish by communicating with the kitchen, how long the dish will take to be delivered to the table.
The customer should be informed.
Anticipating Customers Requirements
As an efficient waiter you should be able to anticipate the customer’s next move.
This means knowing what they will want from us next. You must use body language, eye contact and correct
positioning to achieve this. A good example is if you see a customer seated and they have
a packet of cigarettes on the table, then rather than waiting for them to light up and ask for an ashtray you should put one down straight away.
We should always be one step ahead of the customer and in doing this we are guiding them through their meal.
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CENTRAL & CODay 4 – Thursday
Taking a cash payment
Printing a Bill All bills should be double checked before being given to the
customer ensuring that the service had been added. All tables should receive their bill in a bill folder All bills should be presented face down. All bills that are too long for the bill folder should be folded
first. Bill should be presented to the customer who owns the card. Bill should be placed directly in front of the customer.
Cash Follow ‘approaching a table’ standard. Pick up the cash from the table and thank the customer
making eye contact. Best practice is to quickly count the cash whilst in sight of
the table, in case of any underage. Take any change back to the customer with a copy of the bill. Thank the customer. Use the phrase ‘your change’ sir/
madam, thank you. Cash should be placed on top of the bill copy. In the case of cash underage, the waiter is to politely inform
the customer of the difference. Be wary, because the customer may be dissatisfied with an aspect of their meal. If this should be the case, apologise, and inform the customer that you will inform the duty manager straight away.
Inform the supervisor/ duty manager and leave to deal with the situation
Pregnant Mothers
There are foodstuffs that are not suitable for expectant mothers. Upon request you should indicate the dangerous foods from the following :
Soft, unpasteurised cheeses such as Feta, Brie, Goats’, Camembert and Blue cheese
Unpasteurised milk, juices and apple cider Raw eggs or foods containing raw eggs Food containing raw or undercooked meats, fish, shellfish,
processed meats such as hot dogs and Deli meats { these should be well cooked}
Tuna - especially rawRaw Meats - including SteaksGrapesPineapple
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CENTRAL & COReligious Beliefs
Kosher FoodsDevout Jews will eat kosher foods only. We do not have a Kosher menu and the customer should be informed.IslamicAny item containing elements of Pork or meats that come from a carnivorous animal. Alcohol is forbidden.HinduismMenu items not containing any elements of Beef or anything that comes from a cow and Pork, should be indicated to the customerBuddhistsShould be treated in the same way as a vegetarianJudaismWe do not look have a Kosher menu. Other requirements may be no pork or shellfish.
NoteNot all customers will be devout in their beliefs and you
should always ask first.
Allergies
Many customers have some form of dietary requirement. This may take the form of allergies or intolerances or equally, they may be religious by nature (refer to the relevant standard)
For some, it is a fashion requirement for reasons of diet or it may indeed be the result of the media with scare stories on certain food items
Beginning with allergies, the most extreme allergy is one to nuts, potentially resulting in anaphylactic shock which is the immediate constricting of the air passages in the throat. The only antidote is adrenalin. However, 6 shots of cold espresso coffee is known to prolong the onset and severity of the shock
The next most severe is Coelic, which is an allergy to gluten. A common misconception is that it is an allergy only to wheat. By far and away, wheat is the biggest producer of gluten, but it can also be found in soy, rice, semolina and soy sauce {foodstuffs to be aware of: bread, biscuits, cakes, pasta, cous cous, cereals and so on} The effect of coelic is the inflammation of the intestines
The next most serious is shellfish of which the result is severe and immediate vomiting it is not good practice to mix live shellfish oysters} with spirits of any form, especially dark spirits
The next most common allergy is dairy. It has no serious impact except rash and hives. The Wolseley does carry soya milk alternative
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CENTRAL & CO There are other less common allergies such as onion, mint,
mustard but they are few and far between. In all instances, if a customer has an allergy Waiters/duty
manager should be informed immediately.
Special Requests
If a customer requests that they would like to change an aspect of their dish and the items they would like to substitute are already on the menu, there is three possible course of action to take
1. A straight forward request such as Steak Frits with no fries but mash instead—no problem.2. Unusual changes such as one garnish for another– the answer is “No sorry” 3. If you face a customer saying “it has been done before for me” explain on occasions some special requests have been made but I’d have to refer to the Duty Manager
Customers should never be given an immediate yes to a request unless you are absolutely certain that the request can be met.
Supervisor to ask the kitchen for the possible change, if agreed customer to be informed that on this occasion it would be a pleasure.
Any such requests should be clearly indicated on the POS.
Securing Customer Feedback Regarding Food
Waiting staff should understand that the menu is compiled by feedback from our customers.
Their comments play a vital part in menu evolution. As part of general customer care, waiters should ask for
customer’s thoughts about the dishes. The question may be broached in many ways such as, “did
you enjoy the…”, “what did you think about the…” Never use the phrase, “how did you find your…” If a customer comments that the dish was ok or average, then
the waiter should investigate further or immediately inform the Supervisor /Manager.
Dogs
Dogs and pets are not allowed into The Wolseley, below are a few scenarios and how to deal with them.
“Can I bring a dog into Central?”
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CENTRAL & CO “If it is a guide dog then of course it is not a problem”
(though we should mention at this point the need for us to be informed so we are able to choose a table that would be most appropriate)
“However if it’s a pet it’s not something we encourage, Many of our tables are so close together the presence of a dog may offend nearby dinners.”
Lost property procedure
All lost property is to be handed in to the HOST. All items must be recorded in the Lost Property book and
labelled with the same information. This should include the date, description of the item, time,
where found, who found it, table number ( if applicable ) booking name and contact number.
The customer must then be contacted straight away or at the earliest opportunity.
If we think we know who the items belong to we must still call and check.
Small items must be placed in an envelope with all of the details recorded on it and sealed.
Large items must have a clearly marked slip of paper with all details noted and stapled to the item.
Credit cards once recorded in the lost property book and placed in a clearly marked envelope are to be kept in the upstairs safe by the Duty Manager.
Valuable items once recorded are to be given to the Duty Manager to be locked in the safe. Please ensure it has been noted in the lost property book exactly which safe the item is in.
On collection of items we must ensure the customer signs and prints their name in the lost property book and must also be countersigned and dated by the staff member issuing it.
Prams and children
Central & Co is determined to appeal to all both via a reservation and those who arrive en passant. However we do have to exercise discretion in certain situations. Although we welcome families it is important the quality of service is not jeopardised by them.
We know from experience certain services see more families than others (e.g.: weekend breakfasts and lunches). If a highchair is required it should be treated only as a request- as we have only 4 of them!
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CENTRAL & CO If parties arrive with prams or children in tow they need all to
be directed the Manager on duty who will then decide if the party can be accommodated. We should only accommodate if we can seat the customers immediately. We have the authority to say “no” if we don't feel we can accommodate them and the wait will be too long. It is worse to have families standing around in getting anxious waiting for the first available table and therefore need to exercise discretion when accommodating families – the dining experience of others is of paramount importance.
We would always hope parents can keep their children under control however if they cannot it is the responsibility of the HOST or Duty Manager to approach the parents. If it is felt other guests are becoming uncomfortable due to the antics of a child please inform the Duty Manager at once. Excessive crying can be particularly annoying for most and will totally rupture the atmosphere we work hard to create.
We have the kids packs to entertain children – these should be always given to those of an appropriate age.
Let’s ensure ALL who come to Central & Co have a fantastic experience.
Newspaper and solo dinners
When ever a guest arrives on their own for a reservation they must all be asked if they would like a newspaper.
If they have there own paper or laptop they must still be asked if they would like one of our papers
Candelabras
Candelabras are used only in the Mezzanines for parties. Both, candles and holders live in the cabinet drawer along
side spare restaurant menus in the office. Prior to the party arriving the Duty Manager will collect the
relevant amount of both candelabras and candles required and give to the relevant Head Waiter to place on the table.
After the party leaves the Head Waiters return the holders, liaising with the DM, to the filing cabinet.
Pre-ordering (customers joining later)
There are many possible reasons for customers of parties to run late. They should never be considered to be a problem for the waiting staff.
Once the late customer has joined, and been provided with a menu, and drink offered, it is wise to check with the host if
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CENTRAL & COthey would like to order straight away. This is particularly important at breakfast and lunch, when parties are on tight schedules.
If so, head waiter to be informed immediately, and the check should be prioritized.
In both cases the waiter should pay close attention to the table during their meal, as the host may well be edgy and conscious of the time.
Tables that are rushed for time should be asked when crumbing down if they would like to see the dessert menu or go straight to coffee/tea.
Day 5 - Friday
Station handovers
Waiters Staff should never start a service without accurate
information on what is going on in their station Staff should never leave a station without handing over
station information to their replacement. The individuals responsible for that section may be liable to
repay the cost of any open bills as directed by the duty manager.
You should handover the following information. The status of every table in the section (i.e. where they are in
the meal) The names of any customers we are familiar with. Any special requests for any tables in the section. Any outstanding bills that have not been paid off. This
information will come from an open check report that your head waiter can do for you. You should tell your head waiter about this immediately and before leaving a section. Open bills not taken care of become the person who is taking over the sections responsibility.
What the expectations are for the service ahead if you have any information to hand.
Standard Course Timings
Cold starters 7-10 minutes Hot starters 10-15 minutes Desserts 8-12 minutes {unless baked in the oven then 15-20
minutes depending on the dish] Hot beverage maximum 5 minutes
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CENTRAL & CO Cold beverage maximum 3 minutes Mains 20-25 minutes as standard if R/A Rare 15 minutes, Medium Rare 20 minutes, Med/Well 30
minutes, Well Done 35 minutes, Very Well Done 40 minutes 15 minutes from when mains are called away
Main away
A main away is the command we use on the POS to make the kitchen aware that the customer is ready for their next course.
Main aways are a crucial element of service and probably the most important command, and one that is based on instinct and experience. Timing of the main away is crucial as the following scenarios are frequently witnessed:
o Main courses are wasted as the main away command was sent too early.
o Customers feeling rushed as main course immediately follows starter.
o Customers feeling neglected if they wait too long.o Kitchen suffering if main away forgotten.
If in doubt, seek advice from a Supervisor or senior member of staff.
If the restaurant is quiet, food will arrive quickly; if the restaurant is full, the food may take more time to arrive – though this is no guarantee.
Some dishes may be sent out immediately if ready. It is the waiter’s responsibility to ensure tables are called
away. At busy and crucial points during service, any manager may
request ‘Managers only’. That means, supers/mangers only to main away tables.
Pre-theatre Service All tables going to the theatre must have a table turn
responsibility of the Manager/host When seating the table you should check what time the
customers need to leave. However be aware that it may be a surprise occasion for the dining guests.
Customers should be steered away from dishes that may take longer than the time slot permits.
Should a table be close to running out of time, the host should be offered a quick coffee.
Should a table not have enough time for dessert, they should not be presented the menu’s.
You should ask the host of the table if they would like the bill at the time of the turn.
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CENTRAL & COPost theatre Service
Speed is critical with all post theatre service, many customers are short on time and expect immediate attention with drinks, menus & service.
Guests are likely to be stressed and unlikely to have eaten since lunch.
Orders must be placed to the kitchen before midnight (Mon-Sat, Sun@11pm)
Customers arriving after 11.45 must be followed up with a courtesy call to the kitchen.
Table Candles
Table candles are to be placed in the centre of each table Two tops should have 1 candle. Four or more, 2 candles. They are lit early evening during MEP prior to early pre
theatre and found in the drawers on station Be aware of Spring/Summer, Autumn/Winter time changes.
Spring-Summer 7pm, Summer- Winter 5.30pm.
Cleaning
Check lists should be used as a guide to what needs to be completed.
Opening and closing procedures should be completed as the check list dictates.
Any inability to carry out cleaning requirements properly should be communicated to the floor or duty managers.
Cleaning must be taken with utmost severity.
Opening and closing duties
HODs are responsible for the management and content of the opening and closing procedures
They must be completed accurately every day They must be signed by the individual completing them. They must be filed on the floor clip board. Copies can be printed by head waiters HODs are responsible for ensuring staff have accessible
copies to fill out.
Menu changes
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CENTRAL & CO There are between 4 and 5 menu changes per year and these
are typically seasonal changes. Menu change information is left on the staff notice boards Attendance at a menu tasting is compulsory All waiters and above are expected to have learnt the
information. Exceptions for individuals who have been on holiday or have
been away due to health reasons in the proceeding days prior to a menu change. This will be at the discretion of the duty manager.
Failure to meet these expectations can result in disciplinary action.
It is the responsibility of the individual to pick up their menu and wine descriptions. Failure to do so, given the opportunity will not be considered an excuse and disciplinary action may be taken.
Further learning, menu descriptions
Beyond the menu descriptions staff should advance their own learning. They should do this in the following ways.
Requesting off the management material that is applicable. Asking questions of their supervisors Spending personal time in the kitchen, bar and still room as
an observer Attending all company workshops Our own food and ingredients book should answer any
questions you may have.
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CENTRAL & CODay 7
Order of service - Breakfast
Customers are greeted at the door by the Host They will then be seated at the allocated table. The customer will now be welcomed by the waiter, who will
assist with seating and help attaining other requests (i.e. newspaper), provide menu
The first drinks order should be taken i.e. by the waiter while the customer is looking at the menu.
The order must be put through the POS immediately Any cold drinks need to be collected at the dispense bar. Remember, no alcohol is to be served before 9am
(Sundays 12 noon). As soon as the table is complete with customers the station
waiter must inform them about any specials or changes and any items unavailable on the menu.
The docket must be written clearly and each dish must have a position number, any unusual requests must be checked with the Supervisor.
When placing the order in to POS, ensure that all requests are communicated clearly using modifiers. Make sure the table number; the order and the position numbers are correct before sending the order (double checking!!!).
The mise en place should be carried out by waiter or the runner, but it is the station waiters responsibility to make sure that all the mise en place is at the table and carried out correctly (including place mats and cruets, if required.
The food runner will bring all items to the table. REMEMBER: FOOD SERVICE TAKES PRIORITY Should there be two courses ordered make sure the next
course has been called “MAIN AWAY” through the POS, before clearing the first course.
It is the waiter’s responsibility to always double check, that the tables have been called away.
All unwanted dishes and used items may be removed from the table, to provide more space for the customer.
It is very important that the station waiter revisits the tables on a regular basis, to maintain a good service and attend to any requests.
The bill will be presented on the customer’s request. Make sure you check the bill before putting it down. Even the customer has paid the bill; you must continue to
look after them until they have left the restaurant i.e. topping up, etc.
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CENTRAL & CO As soon as the customers are leaving you should assist them
getting up and wish them good bye.
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CENTRAL & COPlate Wiping
Plates should arrive to the customer in the best possible condition, free of marks, food smears, fingerprints etc
It is the responsibility of the Expeditor to ensure plates are in the best possible condition when leaving the stillroom; however, there are times when this is impractical.
Should a plate need cleaning, it must be done quickly with the damp service cloth provided on each station.
Plate wiping should be kept to a minimum to avoid food going cold.
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CENTRAL & CO
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