Welcome and Our Standards
Welcome to the team. Our reputation is built one guest interaction at a time. Every team member is responsible for delivering warm, attentive, and professional hospitality while maintaining the highest standards of cleanliness, safety, and efficiency.
Core Values:
- [[Value 1, e.g. Guest first - every decision starts with the guest experience]]
- [[Value 2, e.g. Teamwork - we succeed together]]
- [[Value 3, e.g. Integrity - do the right thing even when no one is watching]]
- [[Value 4, e.g. Excellence - continuous improvement in everything we do]]
Onboarding and First 30 Days
Day 1-3 (Orientation):
1. Complete all new hire paperwork, I-9, tax forms, and direct deposit.
2. Review employee handbook, anti-harassment policy, and safety manual.
3. Tour the facility; locate first aid, fire extinguishers, exits, time clock, and staff areas.
4. Meet key team members and shadow one full shift in your primary station.
Week 1-2 (Skills Training):
- Complete all required food handler or alcohol service certifications before solo shifts.
- Pass menu and beverage test (minimum [[Passing Score %]]).
- Demonstrate proper table service sequence, POS use, and side work standards with trainer sign-off.
- Complete sanitation and station setup checklist unassisted.
Week 3-4 (Live Service + Feedback):
- Work supervised shifts with experienced team member.
- Receive daily feedback from trainer or manager.
- Begin solo sections once all checklists are signed off.
- First 30-day review scheduled with direct supervisor.
Service Sequence Standards (FOH)
Greeting and Seating (within [[30-60 seconds]] of guest arrival):
1. Smile and make eye contact.
2. Greet warmly: "Good [[morning / afternoon / evening]], welcome to [[Venue Name]]. How many in your party?"
3. Quote accurate wait time if applicable.
4. Seat promptly; present menus, silverware, and water service immediately.
Order Taking:
1. Approach table within [[2-3 minutes]] after seating or drink delivery.
2. Introduce yourself and any specials or features using recommended language.
3. Take drink orders first; upsell non-alcoholic and alcoholic options appropriately.
4. Take food order using proper sequence (appetizers → entrées → sides / modifications).
5. Repeat order back for accuracy, especially allergies and modifications.
Delivery and Check-Back:
1. Deliver food and drinks promptly; announce each item as placed.
2. Check back within 2-3 minutes after food arrival: "How is everything tasting?"
3. Clear plates when guests are finished (no hovering).
4. Offer dessert, coffee, or after-dinner drinks at the right moment.
5. Present check only when requested or when guests indicate they are finished.
Closing the Table:
1. Thank every guest by name when possible.
2. Invite them to return and mention any upcoming events or loyalty program.
3. Process payment accurately and return change/receipt quickly.
4. Reset table immediately for next guests.
Food Safety and Sanitation (All Staff)
- Wash hands for 20 seconds with soap and water at required times (after restroom, touching face, raw food, trash, etc.).
- Wear clean uniform and closed-toe non-slip shoes. Hair restrained as required.
- Use gloves properly; change frequently and never use for multiple tasks.
- Maintain proper hot-holding (135°F+) and cold-holding (41°F or below).
- Label and date all prepped items; discard expired or unlabeled product.
- Report any illness symptoms immediately; do not work if experiencing vomiting, diarrhea, jaundice, or fever with sore throat.
- Follow allergen handling procedures strictly; use separate equipment and notify manager of any guest allergy.
- Complete daily cleaning checklists for stations, restrooms, and floors.
Alcohol Service and ID Checking
- Check ID for every guest who appears 30 years old or younger. Acceptable forms: government-issued photo ID with birth date.
- Use approved scanner or manual verification process.
- Refuse service to minors or visibly intoxicated guests. Involve manager immediately.
- Never serve more than [[Number]] drinks to one person in a short period without manager approval.
- Document any refusal or incident in the log with time, description, and manager initials.
- Complete TIPS or equivalent responsible service training before first shift and maintain certification.
Guest Interaction and Problem Resolution
Standard Greeting Language: "Good [[time of day]], my name is [[Your Name]]. I'll be taking care of you this evening. Have you dined with us before?"
Handling Complaints:
1. Listen fully without interrupting.
2. Apologize sincerely: "I'm very sorry that happened."
3. Take ownership or escalate to manager quickly.
4. Offer a specific remedy (remake, comp, alternative) within your authority level.
5. Follow up personally before the guest leaves when possible.
6. Document the issue and resolution in the log or guest notes.
Never argue with a guest. Involve a manager for any situation involving safety, large comps, or repeated issues.
Upselling and Add-On Standards
1. Suggest one specific add-on or upgrade per table using benefit language.
- "The [[Wine Name]] pairs beautifully with the [[Dish]] - would you like a glass to start?"
2. Recommend specials and limited-time items first.
3. Offer dessert or after-dinner drinks before presenting the check.
4. Mention loyalty program or future events naturally.
5. Track personal upsell performance in reviews.
Side Work and Closing Duties
Every shift includes assigned side work. Complete before clocking out.
Daily Side Work Examples (rotate fairly):
- Polish and restock silverware and glassware to par
- Refill condiments, sugars, and salt/pepper
- Clean and sanitize all stations and pass-throughs
- Restock napkins, menus, and take-out supplies
- Sweep / mop service area and bar
- Empty trash and recycling; break down boxes
- Restock bathrooms and check supplies
- Complete opening or closing checklist with manager sign-off
Safety, Security, and Emergency Procedures
General Safety:
- Report any hazard, spill, or equipment issue immediately.
- Use proper lifting technique; ask for help with heavy items.
- Know location of first aid kit, AED, fire extinguishers, and exits.
Emergency Response:
- Fire: evacuate guests calmly, use extinguisher only if safe and trained.
- Medical: call 911, notify manager, do not move injured guest unless necessary.
- Security incident: do not confront; notify manager and call authorities if needed.
- Power outage or severe weather: follow manager instructions; keep guests informed.
Cash Handling:
- Never leave cash drawer open or unattended.
- Count tips and drawer in private when required.
- Report any discrepancy immediately.
Scheduling, Attendance, and Professionalism
- Arrive [[15 minutes]] before scheduled shift start in full uniform and ready to work.
- Notify manager as early as possible for any absence or tardiness (minimum [[X hours]] notice preferred).
- No personal phone use on the floor except in designated breaks.
- Maintain positive, professional tone with guests and teammates at all times.
- No smoking, vaping, eating, or drinking in guest areas.
Performance Expectations and Reviews
Team members are evaluated on:
- Guest feedback and mystery shopper scores
- Adherence to service sequence and standards
- Side work completion and station cleanliness
- Teamwork, reliability, and attitude
- Sales performance and upselling (FOH)
- Food safety and sanitation compliance (all)
Formal reviews occur at 30 days, 90 days, and then [[annually or semi-annually]]. Ongoing coaching and recognition happen daily.
Uniform and Appearance Standards
- Clean, pressed uniform as provided or per dress code.
- Name tag visible at all times.
- Minimal jewelry; no strong fragrances.
- Nails short and clean; hair neat and restrained per role.
- Non-slip closed-toe shoes in good repair.
Acknowledgment and Agreement
I have read and understand this Staff Training Manual. I agree to follow all procedures, standards, and expectations. I understand that failure to meet these standards may result in coaching or disciplinary action up to and including termination.
Employee Printed Name: [[Full Name]]
Employee Signature: _______________________________ Date: [[Date]]
Manager Signature: _______________________________ Date: [[Date]]
Staff Training Manual for Hospitality Operations - sample operations document. Not legal or employment advice. Customize all procedures, safety protocols, uniform rules, training timelines, and disciplinary policies to your specific operation, local health department requirements, liquor laws, and employment policies. Consult legal counsel and review regularly. Current as of 2026-06.
As of: 2026-06-30
End of Staff Training Manual
