Restaurant Server

TITLE: SERVER
PURPOSE OF THE POSITION: The primary purpose of this position is to take orders from the customers in the dining room, quickly and correctly; enter orders into the Point of Sale System; and bring food and beverage, items along with other necessary items, to the table. This position is critical to the success of this Pizza Hut in that it is a necessary step in selling and delivering products to its customers.
ESSENTIAL FUNCTIONS: The following functions have been determined to be essential to the successful performance of this position.
When the word "policies" or the phrase "policies and procedures" or similar language is used in any of the Company's documents, the term refers to all policy and procedure bulletins, manuals, training materials, memoranda, newsletters, communications on the "Document Viewer" on the computer, and all other documents and oral discussions with team members.
I. CLEANING AND PREPARING DINING ROOM. Servers are responsible for ensuring cleanliness and proper organization of dining room. They are responsible primarily for their own sections, and secondarily, for the other servers' sections. All Servers will assist other Servers when needed and/or time permits.
A. Servers check sections in the dining room for readiness for customers.
B. Ensure that tables, booths, and chairs are clean.
C. Clean dining room windows and carpet.
D. All tables must have one placemats for each seat. For example, 4 placemats on the table at a 4-top booth.
E. All tables must have correct marketing materials, such as table tents. Clean or replace any that are not clean.
F. All tables must have correct condiments, and paper towels. Condiment containers must be clean and full.
II. SEATING CUSTOMERS. Servers are responsible for all aspects of customer service, including greeting customers at the door, and seating them at tables.
A. Within 30 seconds of their arrival, Servers will greet customers at the door, at all times being friendly and professional. All Servers are responsible for taking turns seating customers, so that all customers are greeted and seated within the 30 second standard.
B. Determine how many customers are in the party, and which server's section is next in the rotation.
C. Check for special needs of customers, such as a person in a wheelchair or using a walker or a person who may have a speech/hearing or visual impairment. Also, consider special needs of groups with children who may need highchairs or boosters.
D. Escort customers to the table, walking at a casual pace, not rushing the customers.
E. On the way to the table, tell the customers about specials or suggest they try breadsticks or chicken wings while considering what they want for their meal.
F. Deliver menus to the customers and inform them that their Server will be right with them.
III. GREETING, SUGGESTIVE SELLING, AND SERVING CUSTOMERS. When customers are seated in a Server's section:
A. Servers will greet his/her tables within 2 minutes of the customers being seated.
B. Bring all serviceware to the table when you greet your customers at the table.
C. Suggest an upgraded soft beverage or alcoholic beverage (to adults, at restaurants with alcoholic beverages.) Write down beverage orders.
D. Explain the menu, and suggest customers order breadsticks or wings to start with while looking at the menu. Write down appetizer order.
E. Enter appetizer and beverage orders into SUS, the Point of Sale system.
F. Prepare beverages, and deliver beverages, on tray, to customers' table.
G. A certain protocol is maintained in this process in that the server is expected to pour the drinks if the customer orders a pitcher of drinks. Serving drinks must be done within 3 minutes after taking the order.
H. Suggestively sell specialty pizza and other menu items to customers. Write down customers' orders, and suggest add-ons, such as salads, or breadsticks or wings to share.
I. Enter entree orders into SUS, the Point of Sale system.
J. Follow up at the table before the main entree arrives to determine if the guests need refills of their beverages or anything else before the order arrives.
K. Prebus table of any dishes that the customer is finished with.
L. Deliver the main entree to the table. It is necessary to serve the first slice of pizza to the guest.
M. Check back at the table to determine if everything is satisfactory and to sell additional food items. Prepare and serve additional food items. Prebus table of any dishes that the customer is finished with.
N. As customers are close to completing their meals, suggest a cookie or Cinnastix to share.
O. Enter dessert orders into SUS, the Point of Sale system
P. Deliver the check to the table, laying it down on the table and thanking the customer for his/her business and inviting them to return. Prebus table of any dishes that the customer is finished with.
Q. Deliver any needed/requested packaging for leftover menu items.
R. Servers deliver checks and process customers' payments rapidly, within 3 minutes.
S. After customers leave the restaurant, the Server will bus, clean, and reset the table for the next guest(s). This involves clearing dirty dishes, silverware, etc. and disposing of them in the correct receptacle for washing, wiping the table off using the hand towel and cleaning solution, and putting placemats and napkins on the table. Clean booster chairs, and clean and reset high chairs.
IV. Servers also assist with answering phone calls, taking carryout and delivery orders, and respond to customers at the carryout counter and drive-thru window; locating carryout orders and cashing out carryout customers' orders.
VI. Servers also perform sidework (such as slicing lemons for tea), as assigned by the Restaurant Management Team.
VII. Servers are responsible for maintaining salad bar (in restaurants with salad bars), including refilling items by prescribed method as needed, straightening utensils, and generally keeping the salad bar cleaned and organized.
VIII. At the end of the shift, Servers must ensure that their assigned section is clean and ready for service for the next shift, including:
- A. Ensuring that tables, booths, and chairs are clean.
- B. Cleaning dining room windows and carpet
- C. Ensuring that all tables have one placemat for each seat. For example, 4 placemats on the table at a 4-top booth.
- D. Making sure that tables have correct marketing materials, such as table tents. Clean or replace any that are not clean.
- E. Verifying that tables have correct condiments, and paper towels. Condiment containers must be clean and full.
IX. At the end of the shift, Servers must perform duties listed on an assigned clean up list obtained from the Manager on Duty. Items on this list include tasks such as:
- A. Filling salad bar by prescribed method (in restaurants with salad bars.)
- B. Restocking server station.
- C. Cleaning shelves. Some are reached by use of a stepladder.
- D. Cleaning highchairs and booster seats using a hand towel and cleaning/sanitizing solution.
- E. Washing dishware as instructed.
- F. Filling condiment shakers in assigned section or station.
X. At the end of the day, Servers will perform closing tasks, as assigned by the Manager on Duty, such as:
- A. Break down the salad bar (in restaurants with salad bars) by removing the food items and storing, wiping down the salad bar insert pan, iceless top, formica top and sneeze shield.
- B. Vacuum any carpeted areas of dining room.
NON·ESSENTIAL: The following are job functions customarily performed by Servers, but are not considered essential functions.
- A. Washing dishes with automatic dishwasher as instructed during cleanup times.
- B. Mopping and other cleaning of other areas other restaurant.
MINIMUM QUALIFICATIONS/REQUIREMENTS: The following are the qualifications and minimum requirements necessary for a person to perform this job.
A. Able to perform or able to learn to perform the essential functions of the position, and do so at an acceptable pace.
B. Sufficient physical condition to perform the functions of the position. Position involves these physical processes:
1. Lifting completed menu items, delivering them to tables, and serving customers.
2. Bending and stooping. Must be able to bend over to serve customers.
3. Standing and walking. The majority of on job time is spent standing and walking.
4. Must have sufficient visual ability to perform the essential functions of the job.
5. Must be able to communicate with supervisors, co-workers, and customers.
6. Must be physically able to work under conditions of high temperature. Food preparation areas are located close to ovens. Ambient temperature in this area often exceeds 80 degrees.
C. Self-control. Must be able to work under conditions of stress due to pressures from volume of business, time and variety of orders, while maintaining self composure and interacting effectively with co-workers and supervisors.
D. Mental alertness. At times the person responsible for this position works alone, without supervision or assistance. Must have sufficient mental ability to work effectively without supervision or assistance and perform the job functions in a consistent and reliable manner.
EQUIPMENT USED:
Serving tray, ticket book, flatware, and serving trays.
"Point of Sale Computer''. Electronic device used in tracking orders, inventory, payroll information. Contains cash drawer used to make change for customer transactions, track paid outs, delivery orders, and dispatching delivery orders.
"Automatic Dishwasher". A mechanical device consisting of: (1) a dirty dish/rinse table, used to rinse and prepare dishes for washing; (2) dishwasher compartment, where dishes are washed with hot water, soap, sanitizing chemical and pressurized water; and, (3) clean dish/drain table. where clean dishes air dry and are sorted for storage.
"Pan Gripper''. This is a mechanical device used to grip certain types of pizza pans for purposes of lifting or carrying when they have been heated to a high temperature.
"Cutting Board". This is a hard surface board, rectangular or square in shape used to cut pizzas on and other food products.
"Scales". This is a small table model scale used to weigh and portion ingredients used in the recipes of various products.
"Walk-in". A refrigerated compartment of sufficient size to allow the individual to actually walk into the refrigerated compartment to obtain or store perishable items. Compartment may be sufficiently cold to freeze items.
"Prep Table". A table about 34 to 36 inches high, with a stainless steel top. The table is used as a work surface for the preparation of many ingredient items used in the Pizza Hut.
PLACES WHERE WORK IS PERFORMED: This work is performed on the employer's premises, in the kitchen area. This job description was prepared from observing the work in process and from information provided by the management of Daland Corporation.