Pre-Shift Criticals -

  1. Smile–Smile at all times.
  1. Zoning – When a team member is in perpetual motion focusing on the details of every table that he or she would pass giving good eye contact and replacing anything the guest may need. (Rubber Necking)
  1. Lingo–Acceptable: Absolutely, Right away, My pleasure, Of course (Positive)

Non-acceptable: Sure, Ok, Let me see, etc. (Negative)

  1. Team Greets – If you’re a server, you are not allowed to walk by a table that has not been greeted without stopping, greeting and treating it like it’s YOUR table. Never say “I am not your server” – we want you to greet those tables as if it is YOUR table.
  1. Whisper–Discreet service is all about the guest, not about theatrics. The “attention” cone should be on the table not on the conversations surrounding it… including team member conversations!
  1. Pace -Prior to opening the doors at J.Mark’s we have a lot of work to get done. Everyone is working on theirchecklists and making sure that their assigned tasks and done 100%. An efficient brisk pace makes sure we’ve opened by our designated time. If we don’t come in energized we fail to meet our targetsand then the rest of the shift is a catch up – and we all know that catching up is no fun. Do your part, come in hydrated, well rested, de-stressed and energized and the team will be better for it!
  1. Talking in the dining room–If you are communicating with another staff member in the dining room it needs to be in a whisper to where guests surrounding you cannot hear anything you are talking about.
  1. 3-Foot Rule–If a guest approaches you, you are to acknowledge the guest in a kind manner. J.Mark’s takes great pride in its reputation for having South Florida’s friendliest staff. If a guest passes within 3 feet of you, you are to welcome them. If you are within 3 feet of guests leaving the building, you are to thank them for their business.
  1. Team Run Drinks–All staff is required to help run drinks to the guests at any given time whether it is your table or not.
  1. Never in groups of more than 2–It is not appropriate for guests to see staff members in groups larger than 2.
  1. Walk on the right –For the guest convenience we always walk on the right side of the walk way.
  1. Handing off plates and/or glasses–We do not hand off! We do not pass any plates or glassware in the dining room. We take it from start to finish. If not, we create a potentials log jam in the dining room as well as hazardous contentions of breaking glassware in the dining room.
  1. Repeat and Review–We hear more than one thing and think another. It happens all the time to all of us. You may think the guest asks for butter but instead they asked for NO butter. Reviewing the order back to the guest is never a hard ship for the guest. They enjoy that you care enough to make sure they’re getting exactly what they asked for.
  1. Re-cooks and expo (Communication and Procedures)–Your trainer will explain the re-cook procedure that we use. If there is a re-cook necessary, you will take the item back to the expeditor and with little interruption or conversation you will show them the menu item that needs to be cooked more or slightly modified. You will write a re-cook chit and must include the word “Re-cook” along with the table number, item and description of what needs to be done.
  1. Full hands in / Full hands out -  Many hands make for light work, and if everyone is doing their part throughout the shift to either be taking food and or drinks to a table or brining in dishes from pre-bussing, then the shift goes faster, cleaner, and better for the guests. If you find yourself standing around with nothing to do there is always a table that needs to be cleaned or plates that need to be taken to expo.
  1. Hobart: Drop and Go–Drop and go reflects team work at Hobart where a team member will stay to empty plates and properly place them at Hobart while other employees can return to the guests in the dining room. This avoids a back of staff members in the back of house and makes for a better traffic situation.
  1. Check back check down–By the second bite ask the guest how their experience is and drop the check off by nicely saying this is our standard during lunch for our guest’s convenience.
  1. Drink Refills and bread –Always be aware of empty glasses on the guest’s tables as well as bread baskets.
  1. SWAT with large parties – Full staff assists in running hot food to the party and / or clears the dishes from the party.
  1. Marking your tables–Making sure that all condiments and proper silverware are on the tables for the guests including (roll ups, salt & pepper, bed naps, any sauces, ketchup, mustard, etc.)