Dining Room

Quick Reference

Greet customers as they enter the restaurant
Assist customers in any way possible
Ensure tables, chairs, windows, window ledges, condiment bins, ketchup pump, and floors stay clean
Check restrooms for cleanliness and supplies every 30 minutes
Check lot for debris
Empty trash bins when they become ¾ full
Invite customers to return for another visit as they leave

Tools Needed

3 clean towels
Hot soapy water
Sanitizing water
Window cleaner
Bathroom cleaner
Paper towels
Broom and dustpan
Mop bucket and mop
“Caution Wet Floor” signs
Trash can liners
Back-up salt and pepper shakers
Back-up napkins, straws, and stirrers
Cold crock for liquid creamers

Health and Safety

Wash hands before starting to work and after handling anything that is not food related to prevent contamination and health hazards
Always wash hands before and after cleaning the restrooms or completing any other off-line task
Use only disposable paper towels to clean restroom fixtures during business hours
Use only clean towels, clean soapy water, and sanitizing solution in the dining room
At close, keep all doors locked Admit no one without a manager’s approval
Do not take trash out after dark
Use “Caution Wet Floor” signs for wet floors and spills
Keep spills and water mopped up
Always raise blinds after direct sunlight has passed Blinds should always be raised when dark

Set Up

Set up a bucket with hot soapy water and a clean towel
Set up another bucket with sanitizing solution and a clean towel
Place both buckets in an accessible area out of customer’s view
Keep one towel dry for wiping behind soapy towel
Keep all cleaning materials out of the view of customers when not in use This includes towels, spray bottles, mops, brooms and dustpan
Have backup supplies of salt and pepper shakers ready for replenishing tables
Have backup supplies of napkins, straws, stirrers, toothpicks, and condiments ready to replenish the condiment bin
Set up a “courtesy tray” The tray will have sugar, creamers, artificial sweeteners, stirrers, and napkins
Change hot soapy water whenever it becomes dirty or cold
Change the sanitizing solution when it becomes dirty or the test strip indicates the sanitizing solution is below minimum ppm requirements

Service

Customer Relations

Taking care of our customers is always first priority
Greet customers with a smile and a friendly welcome as they enter the restaurant
Greet regular customers by their name if you know it
Give special assistance to handicapped customers, senior citizens, and customers with small children Help carry trays and set up highchairs and booster seats
Use the “courtesy tray” when serving refills of coffee and drinks
Be sensitive to dining room comfort Temperature, music level, and window blinds can be adjusted to ensure customers’ comfort
When adjusting blinds, adjust them all to the same level
Avoid doing tasks that can make customers feel uncomfortable For example: Do not sweep under a table where customers are seated
Never ask a customer to move so that you may complete a task

Customer Complaints

BELIEVE: Believe the customer when they come to you with an issue or complaint
LISTEN: When a customer has a complaint, begin by listening Do not interrupt Let the customer explain the problem Maintain eye contact with the customer so they know you are listening and concerned
APOLOGIZE for the error or inconvenience Do not blame anyone or make excuses for the problem
SOLVE THE PROBLEM: Determine what you can do to make the customer happy and ensure their satisfaction
THANK THE CUSTOMER: Thank the customer for making you aware of the problem
Apologize again, and ask the customer to give us another CHANCE

Customer Injury

Immediately notify the manager and call for professional first aid if needed
Do not admit responsibility, fault, or blame
Do not administer first aid unless you are professionally trained and certified to do so Make the customer as comfortable as possible, and call for professional help
The manager will be responsible for acquiring the name, address, and telephone number of the injured party and any witnesses to the injury and forwarding the information to the office

Cleanliness

Tables and Ledges

As soon as customer leaves, the table should be cleaned
Thoroughly wring out the towels in the hot soapy water and the sanitizing solution Make sure and keep the towels separated so that you can tell the difference
Place all refuge left on the table onto a serving tray
Wipe off the seats using the towel out of the soapy water Dry the seats using the dry towel
Pick up trash and debris that has fallen onto the floor
Straighten the chairs under the table
Inspect chairs for loose or wobbly legs Remove defective chairs from service
Inspect tables for loose tops Notify the manager of any defective tables
Use a broom and dustpan to spot sweep crumbs
Move tables to keep aisles wide enough for customers to walk through easily Keep chairs pushed under tables
If a table is next to a window, wipe the window ledge
Empty trash and debris into the trash bin

Restrooms

Check restrooms at least every 30 minutes for cleanliness and supplies
Get paper towels and bathroom cleaner from cleaning supply area
Knock on the restroom door before entering
Clean hand blowers, walls, mirrors, doors, sinks, toilets, and urinals with paper towels and bathroom cleaner
uNever use a cloth towel to clean the restrooms during business hours It might get mixed up with kitchen towels, and this would be highly unsanitary
At close, use a cloth towel and bathroom cleaner to thoroughly clean restrooms
Place the used towel into the dirty linen bag to prevent future use
Pick up any debris on the floor
Check levels of soap, hand towels, and tissue Refill as necessary
If soap, hand towels, or tissue are almost out, replace them and move the nearly empty product to the sink area in the kitchen This will ensure we never run out of these items in the restrooms
Sweep and mop floors as needed
Wash hands before leaving
Check hand blower operation while drying hands Notify manager if blower is not in operation

Doors and Windows

Get a spray bottle of window cleaner and paper towels from the cleaning supply area
Fold a long section of paper towels so that it is slightly larger than your hand Keep refolding as it becomes wet
Lightly spray window cleaner on the dirty area of the glass and wipe clean
If the window beside a customer is dirty, wait until the customer leaves to clean that area
Check and clean pictures and picture frames as needed
Keep the window ledges clean
Check and clean the doorframes as needed

Floors

Spot sweep floors with a broom and a dustpan on a continual basis to remove food crumbs and debris
Mop floors after peak periods when there is little to no customer traffic
Use “Caution Wet Floor” signs when mopping or whenever there is a spill
Only use the mop that is designated for the dining room The kitchen mops accumulate grease that should not be spread to customer areas
Stay at least 6 feet away from customers when using a broom or mop This will prevent you from creating a tripping hazard or accidentally hitting them with the handle Keeping a distance will also prevent the customer from feeling like they are in the way
Always be aware of customer safety Verbally warn customers of wet areas
Do not allow the “Caution Wet Floor” sign to stay out when the floor is dry Regular customers will start ignoring the sign if it is always out
Avoid using excess water when mopping during business hours

Condiment Bins

Keep napkin and straw dispensers stocked
Keep all condiment bins filled to at least 2/3 full
Have toothpicks handy for customers
A cold crock can be used to hold liquid creamer in the lobby during breakfast hours
Liquid creamers should maintain a temperature of 41°F or lower
The cold crock must be placed in the freezer for a minimum of 8 hours prior to use
Liquid creamers placed in the crock at 41°F or lower will hold for up to 8 hours

Trash Cans

Empty trash cans when they become 3/4 full
Empty cans one at a time
Do not remove can liner until you are at the dumpster to prevent the liner from leaking on the floor, walkway, or parking lot
Always use a roller to roll the trashcan out the side door to the dumpster pad Do not drag the can, as it will cause holes to be worn into the base of the can
Remove the bag of trash, tie the top, and place in dumpster
Place a new can liner in the trash can and tie the top to fit the can
Roll the trash can back into its proper place

High Chairs and Booster Seats

Before returning highchairs and/or booster seats after use, thoroughly clean them with a towel and soapy water solution
Be sure to clean all sections of chair; arms, seats, footrest, hinges, and underneath These areas tend to be overlooked
After cleaning, wipe down with sanitized towel
Check all safety straps

Pre-Close

Pre-closing tasks should be completed so that it does not appear to our customers that the store is about to close
All dining room service standards apply during pre-close If pre-closing tasks cannot be performed because of customer service needs, the tasks can be done when the store is closed
Clean condiment bin and surrounding walls with a sanitized towel
Organize and restock all condiment bin items
Clean booster seats and highchairs with a clean towel and sanitizing solution
Wash all tabletops with a clean towel and sanitizing solution Dry table top with a clean dry towel There should be no film or residue left on any tabletops from the solution
Clean sides and underneath the edges where food residue is often missed
Wipe off the outside of salt and pepper shakers with a sanitized towel Replace empty shakers
Using a towel and hot soapy water, clean chairs (including the back spindles and legs) and table bases
Empty one trash can at a time Take the trash can out the side door
Do not use the back door after dark
After emptying the trash cans, clean the cans at the mop sink with a scouring pad and hot soapy water Rinse the cans and wipe dry
Spot clean windows and doors
Wipe off window ledges
Clean restrooms
Clean mirror, soap dispenser, and hand blower using paper towels and window cleaning solution
Wash the walls and stalls with a damp cloth and soapy water Pay special attention to walls around sink, soap dispenser, hand blower and urinal
Clean the sink using bathroom cleaner and a damp cloth
Clean the outside surfaces of the urinal and toilets with sanitizing solution Wipe dry with paper towels
Clean the inside of the urinal and toilets with bathroom cleaner and toilet brush Use the toilet brush to scrub the bowl and urinal with bathroom cleaner Flush to remove cleaning solution
Empty and wash waste baskets
Place towel used in the restrooms into the dirty linen bag to prevent future use
If needed, refill soap and tissue dispensers
Sweep and mop floors
Wash hands before returning to dining room or service line
Roll up welcome mats and carry out the side door Be sure to remove any pieces of paper or food from the mat. Shake dirt out of mat in a grassy area
Thoroughly sweep dining room and lobby floors Pay special attention to area under trash cans
Do not place chairs on tables during business hours or block off any section of the dining room
Prepare mop bucket with floor cleaning solution
Set out the “Caution Wet Floor” signs
Thoroughly mop floors Pay special attention to corners and under the trash cans, which are often overlooked

Close

Finish any incomplete pre-closing tasks
Clean any tables that were used by customer since pre-close
Align salt and pepper shakers on tables
Spot clean doors and windows
Ensure all serving trays have been wiped off with a sanitized towel and are ready for service by the opening shift
uSet any remaining trash by backdoor No trash is to be taken out after the store is closed to customers. Unlocked doors and employees outside after close allows for hostage taking and entry by armed robbers Trash will be carried out the next morning after daybreak
Spot mop areas that have been tracked since pre-close
Check restrooms and clean any items that require cleaning
Wash hands before leaving the restrooms