• Please be sure to wait on your tables with a SENSE OF URGENCY. This means our guests needs to you should be like an emergency.
• Greetings and Tacology introduction /-  within 1 minute
• Beverages should arrive in 2 to 5 minutes
• Appetizers – Small plates – 6 to 10 minutes
• Entrées- 15 to 20 minutes
• Check back-  after 1 minute, 2 bites, or 2 sips to ensure food and beverages are to our guests standard.
• Constant Buzzing, visit your table for maintenance every 5 minutes
• Dessert ,Coffee or Tea for champions 7 to 10 mins max.
• Check drop – Make sure the table is completely Clean before you present the check!
• We currently work under a Pool House service charge equal distribution system for all FOH employees. With no exceptions service should always be immaculate.              
• It’s your responsibility  to Inform guests about our 18% Service charge policy. as soon as you drop the check. If in doubt , here’s an Example:  “ For your convenience, services charge is automatically added to the check , Tips are optional. Thanks for choosing Tacology.
• Goodbye – Always say goodbye and thank you to your guests. They have a million options, but they chose to dine with us. Here are some examples of proper farewells to our guests: “Goodbye, and thanks for dining with us today.” “It was our pleasure having you, please visit us again soon.” “Thank you, we look forward to seeing you soon.”

*These time standards are guidelines which we should adhere to in order to create a habit for ourselves and meet the standard of our guests expectations.

Please do not wait till the maximum time allowed to act with a SENSE OF URGENCY. If you see the flow of the kitchen, bar, or unusual time frames for your order, ACT IMMEDIATELY. Get a manager involved. Let them know your food or beverages are nearing their expected time standards. Ask for help if you need it. If it’s possible for you to speed up the process do it! (i.e. reaching for a drink at the bar, running food etc). NEVER JEOPARDIZE THE GUEST EXPERIENCE. With teamwork, we can accomplish exceptional customer service .

THE GREETINGS

When the guest sits, { IA } read notes or any specialty with guest name, notes, special occasion, allergies etc

When the guest sits, greet within 1 minute. Offer water right away

Introduce yourself and begin with SCRIPT

“Welcome to TACOLOGY. My name is __________. I will be taking care of you today. Have you dined with us before?”

If No:  “ Welcome! Thank you for choosing us this morning / afternoon/ evening  b!  TACOLOGY offers an authentic  traditional Mexican Market gastronomic experience and I will personally be your guide through this experience. 

• To start we suggest a look on our expertly creative crafted cocktails and one of the country’s largest selections of high-end Tequilas & Mezcales.
• Everything will arrive as it is made to order, so please, do not be surprised if your drinks arrive after a starter.
• After recommending drinks, be sure to offer your favorite dish of the house. Always have two or three dishes in mind from each subdivision of our menu as your go to recommendations. This not only makes you look knowledgeable but it also enhances your guests experience.
• Always check the quantity of items you are ordering before sending your order as we do not want you to receive 5 guacamoles.
• Should you need me I’m at the touch of a button, just press here (show guests how to call for you on the tablet), and I will arrive within seconds. I’m just a touch away to explain dishes, and drinks and all their ingredients.

 If Yes: Welcome back ! We are so excited to have you back !. As you already know, we are here to guide you through this experience.. Just a few simple reminders:

• • Remember everything will arrive as it is made to order so please do not be surprised if your drinks arrive after a starter.
  • Always check the quantity of items you are ordering before sending your order as we do not want you to receive 5 guacamoles.
  • Should you need me I’m at the touch of a button, just press here (show guests how to call for you on the tablet), and I will arrive within seconds. I’m just a touch away to explain dishes, and drinks and all their ingredients. Return to check on your table no later than three minutes after you’ve done this. This way you may catch any error or assist with the ordering. Even though they are ordering from the tablet it is still your responsibility to communicate to them our ordering culture clearly. This will prevent over ordering and guidance to your guest and prevent other errors.

• ( Tablet introduction and Guidelines ) To start, may I offer you one of our signature cocktails, margaritas, Tequila or wine? My recommendation is…
• Remember : you are responsible of the table and section tablets, make sure our guests are aware of what they order order, be in control constantly checking on them while clearing the tables.

TAKING THE ORDER

• Take the drink order. REPEAT back the drinks. Put it in right away
• While the drink is being made, please announce any specials for the day, make suggestions on how and what to order, and ask the guest if they have any questions on the menu. Use enhancing verbs and terminology that describe the flavor, texture, and proteins of each dish. BUILD THE PLATE for the guest. Provide the best description you can for the guest. Use words such as “Zesty, Mildly spiced, moderately spiced, smokey, mild, cool, crispy, tangy” etc.
  • If the guest has questions, assist them
  • If no, let them know you will be grabbing their drinks and coming back to take the order and guide them with our tablets.
  • If they are ready, begin to take their order. When taking the order make sure to REPEAT back the order while making eye contact with the guest
  • Before “sending” or “ringing” the order in, double check one more time by REVIEWING the order in the cart and then Place the order.
• Explain Fresh Sauces on the Table ( Aguacate , Tatemada, Diabla )
• Deliver the drinks
• Perform a quality check with drinks. 1 minute/2 sips
• Mark the table for the appropriate sharing dishes.
• Remove empty dishes, ALWAYS asking the guest permission first. Do this constantly throughout the service. Table maintenance is crucial!
• As you know our food is made to order, but please give priority to running HOT FOOD . We Run hot food first, cold food last. Prioritize and organize
• When delivering or setting each plate down on guests table, name each dish and describe it . If any modifications were made, also describe them.
• Once plates are set, ALWAYS perform a quality check. 1 minute/2 bite check back. Ask specific questions to the guests. i.e. “Sir, how are the Tacos al pastor ?” or “ Is everyone enjoying our ceviche tasting ?”
• Before walking away from the table, ask if there is anything else you can bring for the table in specific i.e. “Is there anything else you need at the moment? Perhaps extra limes for your tacos? More salad dressing?” This is also a good time to ANTICIPATE the guest needs and refill water, pre buss, and offer replacement beverages.
• Practice table maintenance while the guest is dining and begin to organize and consolidate your thoughts and steps.

NEARING THE END

• Make sure all that is left on the guest table is nothing but glassware that they are using. Remove empty glassware, ALWAYS asking for the guest permission first. Do not assume if their glass is only full of what you think is ice, that they are done with their drink. Same goes for food.
• Once the table is cleared, offer our amazing desserts , recommending your favorites
• Also, ALWAYS offer coffee, or Tea.
• We also can after dinner drinks ( mexican specialty coffees, tequila / mezcal, cordials etc)
• This is a great time to upsell offering tequila and mezcal, also while pairing desserts with coffee/after dinner drinks. Guide the guest through the complete Mexican gastronomical experience.
• Have the guest check ready at all times and present to them at their convenience

THE GOODBYE

• Provide a guest their check immediately after requested. Do not present a check unless the guest has indicated that they’re ready for it. Any employee presenting checks without the guest request will be subject to a write up.
• We currently work under a Pool House service charge equal distribution system for all FOH employees. With no exceptions service should always be immaculate.
• It’s your responsibility to Inform guests about our 18% Service charge policy . as soon as you drop the check. If in doubt , here’s an Example:

 “ For your convenience, services charge is automatically added to the check , Tips are optional. Thanks for choosing Tacology.

• Once you are ready to present the check, thank the guest for joining our family. Welcome them back by inviting them to dine with you again (by name) and also by event. Relay AT LEAST one event (i.e. “I would love to take care of you again. My name is _______. Please come back and join us for the game this Friday”, or special holiday, Happy hour, Taco Tuesday, Ladies Night , 5 de mayo .
• Return for the check within 2 to 3 minutes. If the check looks untouched, do not disturb the table. Use common sense when doing this in order not to make the guest feel rushed, or like you are kicking them out.
• BEFORE SWIPING A CREDIT CARD, MAKE SURE YOU ARE UNDER THE CORRECT GUEST TABLE! Review the ENTIRE check, making sure all items are on there. Only when you are 100% sure may you swipe the credit card
• Also, once paid, if the customer has paid with credit card, MAKE SURE you receive a signed voucher. DO NOT examine the tip in front of the guest by no means!
• When you close out the check, again make sure all the information is correct. This is also the time where you may examine any extra tips and input it into the system.
• Make sure you pick up the check before the next seating arrives.
• Make sure to complete all side work and closing duties for closers check out Signature.
• When ready to run your report: organize cash and closed checks, Then report to manager on duty for check out.

RESET THE TABLE

• Wipe down and clean the table
• Make sure the chairs / booths are free of debris
• Replace cushions or anything else out of place
• Set the table accordingly with proper set up and glassware

• Allergy procedures
  • If you have been informed that a guest has an allergy- 1. Notify a manager 2. Notify the chef 3. Make a note/modification of it on the ticket/food order
• Special occasion procedures
  • If you have been informed of a special occasion (Birthday, Engagement, Anniversary ) make a note of it right away by placing an item on hold (i.e. champagne or dessert) so you won’t forget. Also, inform the kitchen ahead of time to allow for the proper process
• Large party procedures
  • When ringing in a large party, work with the other assigned server to ensure the table is getting proper service as these orders take more time to put in the system. Group things together either by category or how the table would like the items to best flow to our ability. Lastly, communicate with the chef and a manager on how to best organize and send the order to also allow for the regular service of the restaurant flow
• VIPs (Owners, Owners friend’s Celebrities, Industry)
  • Notify a manager 2. Notify the chef 3. Make a note/modification of it on the ticket / food order`

Passion and smile 🙂

Hot food is a priority !

Teamwork – We can work together to make every guest leave happy. This means helping even when it’s not your section, helping your fellow employees Runners and kitchen staff.

Consolidate / Prioritize / Organize

Table Maintenance ( Cleanliness / pre-bussing, filling up waters, offering new cocktails this increases your check average in turn a larger tip for you), removing dirty plates, unused glassware, Napkins , straws on table and silverware)

Customer complaints / Sympathize, apologize, take ownership, and find resolution and always get a manager involved. Communicate with the client if time standards are not up to par. Avoidance is NOT key option. Keep our customer informed acknowledging that you are AWARE and IN CONTROL . Make sure Management touches the table RIGHT AWAY!

Only YES’S . Never say NO, instead say ”let me check if that’s possible, I’ll check with the kitchen”, or “Let me check with my manager and I’ll be right back”.. If in doubt, ASK A MANAGER. Never Assume !

Be forthright with information. If we have specials, say the pricing. If you don’t know the answer, excuse yourself and get it for them. Say “I’m not sure but let me find that out for you”

Do it right the first time. “El vago trabaja doble” or “The lazy one does twice the work”

Serve from the left and pick up from the right; Don’t reach in front of the guest or cut across the table.

ALL beverages should be served on tray, hand carrying is not acceptable.

Never take more than you can handle. Do not EVER stick your hands and fingers inside glassware to remove it. You may remove plates and glassware one or two at a time by grabbing from appropriate rim of plate or stem of glass. Anything more than that requires a tray.

NEVER lean anything against your body whether it be delivering  food, beverages, clean plates, or removing dirty ones or bringing beverages or removing dirty glassware.

Fold napkins / Replace dirty ones with new

Anticipate guests needs- Never wait for guests to ask you for things they may need ( menu suggestions . sauces , another drink, refill on their water, etc)

Never let there be trays / tray stands on the floor.

Learn proper wine service, if you do not know how to properly uncork a bottle ask for help from a manager. You can injure someone with a champagne cork if you’re not careful! When in doubt as for help.

REPEAT ORDERS

Explaining / Describing EACH dish that goes down (concise, descriptive, yet delicious)

Look beyond your immediate section. THE WHOLE RESTAURANT IS OUR STATION!

TEAMWORK – Clearing and resetting tables, Running all food, Run all drinks,  No matter if you’re at the bar, or at a station it’s our responsibility .

While clearing the table, ALWAYS ASK! “May I remove this plate?” or “May I remove this glass?”… This would also be a good time to ask if another drink or food item is needed

NEVER let a guest leave unless they are 100% satisfied. If you sense an issue, GET A MANAGER. READ YOUR GUEST.