SERVICE STANDARDS

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Steps 1 and 2

Greet Guests between 45 seconds.

This should include appetizer plates and silverware.

Make sure you put down the beverage napkins in front of the customers so that management knows you have done this. Introduce yourself and find out if the guest has ever dined with Lupe's before.

Step 3 Take drink order. Alcoholic beverages should take no longer than 4 min. Non alcoholic beverages should take no longer than 2 min. Suggestively sell beverages and check ID.

Step 4 Offer an appetizer. All tables should be offered Chili con Queso or Guacamole.

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Steps 5 and 6 Answer questions and take down orders. Help undecided guests decide by finding out what they like and guiding them through the menu. Write down the order and repeat the order back to the guests. Use the pivot point system during this time. (work clockwise)

Step 7 Place all orders for all entrees. Make sure you modify and review all items before sending. No more than 5 items should be put on any ticket. This helps the kitchen expedite the order.

Step 8 Offer a second alcoholic drink at this time. Refill any drinks if necessary. New set-ups and pick up the trash, fresh napkins, do not take existing glasses to the back to refill

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Step 9 Deliver entrees. Before leaving make sure all orders are correct and no items are missing based on the copy of the ticket. If the guest is missing any item you must communicate with the expo and complete this order even if it is not your table. Serve and clean table as you go. Serve using the pivot system.

Step 10 Follow up after 2 minutes or 2 bites. This ensures that all guests needs are met.

Step 11 Print a copy of the check and have it ready. Make sure it is in a check presenter.

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Step 12 Pre-Buss Table. Pick up and clean up anything that doesn't belong. Offer to box any leftovers.

Step 13 Offer desserts to all tables. Also ask if they are Mexican express card holders. Offer options and bring extra plates when serving dessert. Deliver to go or boxed items, offer rewards cards to non holders. Have reprinted check including desserts ready and drop it off on the corner of the table. Check back for the ticket later.

Step 14 Deliver payment and pre-buss again. Thank the guest for dining with you.