Lunch Service Procedure

Kansas City Community Kitchen

Goals:

  • Further enhance our restaurant-without-registers atmosphere,increasing guest dignity and decreasing food waste.
  • Reduce perceptions of client bias or preference while more efficiently provide hot meals for clients in the order they arrive.
  • Ensure that everyone who received a meal is counted, which is critical for our funding.

Procedure:

  • The Host should greet each person who enters with a smile and warm welcome.
  • When the person approaches the “host stand” the Host should ask, “Will you be having a meal with us today?”
  • Please note:This standard question may be varied, but the main principle is the same: Never assume someone is coming for meal service. We have numerous people who come to our sites each day, from clients to volunteers to donors. By providing everyone safe ways to identify why they are visiting our site we will help further our mission of providing service with dignity and respect.
  • If the person is there to eat a hot meal, the Host will make a notation on the Daily Meal Count Form and prepare a KCCK Guest Menu Card.
  • Host will mark the Guest Number at the top in the order the individual arrived.
  • The Host will also record the time the guest arrived in the Guest Arrival Time field.
  • The Host will then guide the guest to a seat, leaving the KCCK Guest Menu Card with the guest for the Wait Staff.
  • If a client wants to sit at another location, please accommodate their wishes as much as possible, like would be done at any restaurant.
  • If there are enough volunteers, a second Host may take the individual to their seat.
  • Once the individual is seated, the Wait Staff will go to table, greet the individual by sharing what is being served for the day and offer a choice of beverage.
  • At this time, the Wait Staff will also ask the individual if there are any items they would prefer not be served on their plate.
  • Please note: No substitutions will be made for any item refused. Always remember, we only serve one meal, of one portion of each item, per individual, no exceptions.
  • With KCCK Guest Menuin hand, the Wait Staff will go to the plating area to request a meal.
  • Platers will prepare a meal only when Wait Staff comes to the serving station with the KCCK Guest Menuin hand.
  • Silverware may be pre-rolled at the beginning of the shift; however, do not roll more than you will need for the shift.
  • All food, especially all hot food, should not be plated in advance to ensure that it is hot and fresh for each individual, while meeting basic health standards.
  • Please note: No substitutions will be made for any item refused. Always remember, we only serve one meal, of one portion of each item, per individual, no exceptions.
  • The Wait Staff will then serve the meal to the appropriate individual, checking back to fill drinks as needed.
  • After the guest has completed their meal, Wait Staff will ask guests to offer feedback using the reverse of the KCCK Guest Menu.
  • Once the guest leaves Wait Staff must turn in the KCCK Guest Menu to the Host for tracking.
  • Wait Staff are responsible for keeping their assigned tables clean, using designated cleaning rags. If new sanitation rags, mops, or other cleaning supplies are needed, Wait Staff may ask staff for help.
  • At the end of the shift the Hostwill count the number of KCCK Guest Menus received and report on the Daily Meal Count Form.

Volunteer Rolesand Responsibilities

Kansas City Community Kitchen Lunch Service

For many of our guests this one hot, healthy meal may be the only meal they have for the day. By providing dignity and respect in serving our meals we allow anyone, regardless of age, gender, religion, race, or background, a safe place to feed their most basic of needs. Our hope is that our guests can enjoy a wonderful dining experience and, even if only for 30 minutes, can leave their troubles off their plates.

To make this happen we need volunteers like you. Together, we can create a respite (sanctuary) for those in need. As in any restaurant, it is vital that we work as a team. The following guidelines can help everyone have a great experience.

  • First come, first serve: Working together as a team we can make sure that those who arrive first are fed first. Following our assigned roles will ensure that no one leaves hungry or is frustrated by not being served in order.
  • Do not pre-plate any items: Plates are made on an as needed basis, ensuring that meals remain hot and safe for consumption.
  • Remain calm, don't rush: When we rush we create a chaotic environment, diminishing the restaurant feel we strive to create.
  • Only one serving per person: Our full, balanced meals are designed to be a substantial meal; however, many of our guests may rely on this one meal as their only meal if the day. To ensure we have food for everyone, we can only allow one serving of each item per person, no substitutions or exchanges. Don't worry, all leftover food is frozen and provided to individuals during our weekly pantry distribution.
  • Guests are allowed to stay for 30 minutes: Sadly, our numbers keep growing. To ensure we have enough room for everyone, we have to limit the amount of time someone can stay during a meal. Even if the restaurant is empty, this time limit is still important.
  • Follow safety rules and procedures: All volunteers must wear gloves, hairnets and aprons during their shift. We also ask volunteers to know the location of fire extinguishers, resuscitation masks and the first aid kit. Please ask our staff members if you have questions.
  • Be friendly, but be safe: When in doubt, remember we strive to be a restaurant. If you wouldn't have the conversation with your server, you shouldn't have it with our guests. Please do not share personal information with guests. In line with creating a place of dignity and respect, please do not ask guests about what brought them to our restaurant.

Role: Hosts
Number of People: 3
Position: Front Door
Responsibilities:
  • Welcome guests as they arrive
  • Guide guests to their table
  • Assist Waiters to know which guests should be served next, in order of arrival
/ Role: Platers
Number of People: 2
Position: Kitchen
Responsibilities:
  • Prepare dinner trays according to Wait Staff instructions
  • Inform Kitchen Staff when food items are running low

Role: Wait Staff
Number of People: 20
Position: Dining Room
Responsibilities:
  • Tell Platers to prepare meals according to guest arrival
  • Bring meals to guests in order of arrival, after beverages are served
  • Bus tables and take dishes to dish area, scraping extra food in appropriate bins, discarding trash
/ Role: Beverage Station
Number of People: 2
Position: Dining Room Beverage Station
Responsibilities:
  • Maintain stock of glasses, working with staff
  • Assist Wait Staff in filling drink orders, delivering drinks to guests
  • Clean beverage station at end of service
  • DO NOT allow drinks to be poured down drain in ice machine.

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Updated 1/17/2016 BGH