J. Alexander Day 2 Test Server

Front 1

We never refer to our guests as "guys", why?

Back 1

Addressing guests as "guys" is rude and unprofessional. At J. Alexander's we address our guests as ladies, gentleman, sir, miss, ma'am, or by last name if they are regulars (or of some acquaintance).

Front 2

Professional "speak" during a dining experience separates a superior service experience from the inferior. Why do we not use the phrase "no problem" when speaking with our guests?

Back 2

We are in the "hospitality" business and it is never a problem to take care of our guests needs.

Front 3

What are the "Eight Attributes of a Champion?"

Back 3

1. Bent for Action
2. Guest Consciousness
3. Entrepreneurship
4. Teamwork
5. Value Driven
6. Committed to our Creed
7. Efficiency
8. Organized Chaos

Front 4

What is the "Platinum Rule?"

Back 4

"Treat others the way they want to be treated." By serving our guests in this manner, we can be assured that each guest will receive what they want.

Front 5

Who is "The Priority?"

Back 5

The guest, and EVERY guest is EVERY champions priority.

Front 6

What is the Three Tier Station?

Back 6

1. Your station
2. Your neighbor's station
3. The entire restaurant

Front 7

Why is teamwork so important?

Back 7

Our systems are built on teamwork. Hot food stays hot if it is ran immediately by a team player. Without teamwork, we would be unable to execute at our high sales volume. Teamwork is the key to any great service organization.

Front 8

If a party asks for their server, what is the proper response?

Back 8

"Is there anything that I can get for you?"

Front 9

What are the Four Priorities of a J. Alexander's server?

Back 9

1. Immediate greet/First round drinks
2. Hot food hot, cold food cold
3. Full hands in full hands out.
4. 45 second bus

Front 10

What is the definition of hospitality?

Back 10

Sincerity cannot be faked. Hospitality defined is "a generous and cordial reception of the guest."

Front 11

What is "Seamless service?"

Back 11

Seamless service is delivered with genuine hospitality, perfect timing, perfect food perfect crumbing and manicuring, and perfection in the anticipation of the guest needs.

Front 12

What is "Legendary Service?"

Back 12

Legendary service is "Service worth talking about." If our guests receive extraordinary service, they will share their experience with others.

Front 13

What are three examples of being "Bent for Action?"

Back 13

Pick up any debris on floor.
Offering seating hands to host when host stand is busy.
Filling and stocking in the ally to prepare for a busy shift.

Front 14

What is a "Friendly Bust?"

Back 14

A friendly reminder to increase one's ATD (Attention to Detail).

Front 15

What does a tented hard check on a table signify?

Back 15

The table needs an immediate greet.

Front 16

What should you do if a guest asks you where the restroom is?

Back 16

We walk the guest to the restroom.

Front 17

Who is the last person to check the food quality coming out of the kitchen?

Back 17

The person running food is the last check on food quality.

Front 18

When do we bring drink refills to the guests?

Back 18

When the drink is half full. The guest must never have an empty glass in front of them, unless requested.

Front 19

After your station is closed, what is the order of completing things?

Back 19

1. Tables
2. Sidework
3. Silver
4. Cashout

Front 20

When is an 18% gratuity added to a check and what should you do if a guest refuses to pay the 18% gratuity added to the check?

Back 20

Parties of 6 adults or more. It is company policy to always add the 18% gratuity. Remove the gratuity and politely present the check without the gratuity added.

Front 21

Quick and Genuine Greet?

Back 21

45 second greet consist of offering 2 specific beverages: two non-alcoholic beverages during lunch, then two alcoholic beverages during dinner, as featured, not listed on the menu.

Front 22

First round drinks; list all time standards?

Back 22

1 minute for non- alcohol drinks.
2 minutes for any cocktail or a glass of wine.
3 minutes for wine bottle service.

Front 23

Featuring at lunch and dinner? Featuring with Feature Boards!

Back 23

1. Refer to the featured menu items.
2. Please offer the additional items discussed in line-up to guests.
3. Does the guest have any questions?

Front 24

What time do the Micros switch menu prices to dinner?

Back 24

4:00pm

Front 25

Order taking?

Back 25

Order taking must be timely and correct.

Front 26

Anticipating guest needs?

Back 26

A guest at J. Alexander's should "need for nothing" during the dining experience.

Front 27

Guest Contracts and time standards?

Back 27

A verbal agreement between you and a guest, A guest contract are those items that are immediately needed (e.g. steak sauce for a guest who is waiting to eat his/her entree). A guest contract must be at the table within 60 seconds of the request.

Front 28

Proper food and drink placement?

Back 28

When a product is ordered by a guest, it is delivered to him/her without table side auctioning. Seat numbers are used when ringing products expedited from the service well and QC window.

Front 29

Silent Service?

Back 29

This is our service style. This does not mean that the service is lifeless or robotic, but is hospitable, professional service delivered with a strong sense of anticipation.

Front 30

The quality check of any food item?

Back 30

When a product is delivered to our guests, the home base server must quality check the table within two minutes or two bites.

Front 31

Manicuring a table?

Back 31

Unobtrusively removing unneeded items from a table. Be confident when doing so and dont feel shy to move items (plates, glassware) around to manicure.

Front 32

Pre-bus?

Back 32

Unobtrusively removing plates before, during, and after dining experience.

Front 33

Crumbling a table?

Back 33

Removing debris from a tabletop with a crumber.

Front 34

Marking a table?

Back 34

Presenting a guest with new flatware. Remember to remark when you have red-checkered food.

Front 35

Featuring at the last point of service?

Back 35

When entrees are finished the home base server must offer a specific dessert and cappuccino.

Front 36

Being "Check Ready?"

Back 36

The home base server anticipating a party's departure by keeping a copy of the updated check on your person after entree ringing. The check must be updated and printed each time additional items are added. Keeping the updated check allows for immediate and efficient check delivery at the last point of service, or an unexpected departure.

Front 37

Correct check amount?

Back 37

Before delivering the guest check, the server must review the hard check to ensure that all items on the soft, printed copy match the hard check.

Front 38

Credit card and change delivery and the time of standard?

Back 38

Immediately once the check has been presented the credit card vouchers are delivered on a cash tray with the server saying "thank you, Mr./Ms. _____; have a great day/evening." Cash change is delivered on a cash tray in descending order with bills facing the same direction. We never ask our guest if change is needed on a cash payment.

Front 39

What is the time standard for bussing a table after the party has departed?

Back 39

The standard for bussing, cleaning, resetting flatware, and reseating is 45 seconds. The appearance of the table should free of all plate and glassware.

Front 40

What is Guest "Right of Way?"

Back 40

They have the first right in our walking paths. Graciously step aside, smile and let them pass.