OVERVIEW

Sicilian Oven is looking to employ team oriented, energetic and professional individuals that are able to achieve and maintain a very high standard in customer service. Creating a guest first work ethic is mandatory in the Sicilian Oven steps of service.

 

OUR DINING PHILOSOPHY

Sicilian Oven offers a new way of dining. Our philosophy is based on preparing the best ingredients and flavor combinations that showcase our wood fired ovens. We have carefully designed our menu to encourage people to comfortably order multiple menu items amongst the table to experience a variety of our unique flavors in a single sitting.

 

Unlike most other restaurants, Sicilian Oven has an unorthodox way of timing food for our guests. In the old country, when families sit down to eat the food, it is often served all at once. In my family, the elders would mix their food in unique ways. For example, when I was a little boy, I would watch my uncle Dominic mix his salad with his meatballs and sauce. It did not look appealing to me as a young boy. My uncle convinced me to try it, and now I mix my salad with my meatballs too. This authentic way of experiencing different flavor combinations is one the  ways that we separate ourselves from our competitors.

 

When addressing our guests it is important to explain and describe with passion what to expect. Creating positive anticipation in the guests mind influences them to want to love and enjoy the food. This leads to repeat business, server requests, higher check averages and larger gratuities. It is important to create customer confidence at the table, this will be achieved through menu knowledge and attentiveness.

 

OUR MOTTO IS OUR GUESTS WILL NOT ONLY LOVE THE TASTE

THEY WILL TASTE THE LOVE

 

We have created a series of videos that will illustrate the most effective to ways to approach and interact with our guests. You are required to study and learn each aspect of the video library.

 

OUR PROCESS

In following through with our 30 and 3 table greeting procedure, you will be required to Greet the table within 30 seconds. Introduce yourself and follow the greeting algorithm. Take their drink orders and create upselling opportunities. Returning to the table within 3 minutes with the beverages will complete the initial table greeting process.

GREETING ALGORITHM

(TABLE IS GREETED WITHIN 30 SECONDS OF SITTING & DRINKS SERVED WITHIN 3 MINUTES)
WELCOME TO SICILIAN OVEN MY NAME IS “_____“I WILL BE YOUR SERVER TODAY.
(MARK TABLE WITH BEVERAGE NAP & LAYOUT SETTINGS)

HAVE YOU DINED WITH US BEFORE??

**IF YES...**

GREAT!! WELCOME BACK, WE HAVE A COUPLE OF THINGS I WOULD LIKE TO TELL YOU ABOUT TODAY (MENTION SPECIALS, TALK ABOUT HAPPY HOUR) CAN I SUGGEST SOMETHING FROM THE BAR??           

**MAKE A SUGGESTION TO START**
CAN I START YOU WITH ONE OF OUR SIGNATURE SICILIAN SALADS
MAYBE A STACK OF SICILY?

**IF NO...**

THAT’S GREAT! LET ME TAKE A MINUTE TO TELL YOU A LITTLE BIT ABOUT OUR RESTAURANT!


WE ARE A WOOD FIRED PIZZARIA, OUR OVENS RUN JUST ABOUT 700 DEGREES, OUR PIZZAS ARE THIN AND CHARRED AROUND THE EDGE.
“THE BOSS” PIZZA IS OUR SIGNATURE PIE
DESCRIBE THE TYPES OF CRUSTS

THE MENU IS DESIGNED TO SHARE, SO WE ENCOURAGE PEOPLE TO ORDER A FEW MENU ITEMS AND SERVE FROM THE MIDDLE OF THE TABLE, SO EVERYONE CAN EXPERIENCE SOME OF OUR UNIQUE FLAVORS.
SUGGEST A “SICILIAN SALAD”


DESCRIBE ANOTHER STARTER (STACK, RICE BALL, ETC.)
DESCRIBE SPECIALS (IF APPLIES)
    
CAN I SUGGEST SOMETHING FROM THE BAR??
(EXPLAIN HAPPY HOUR IF APPLIES)
MAKE YOUR WINE RECOMMENDATION NOW

EVERY DISH ORDERED REQUIRES A FIREBACK QUESTION

 

Order taking process

Explain with passion an abbreviated version of our dining philosophy. This is a great Segway into upselling, creating excitement and managing expectations. Take the guests orders and remember to ask your fire back questions, the process of using simple fire back questions is essential in ensuring order accuracy. You can find a list of them in the fire back questions section.

 

Food Delivery

Another server or food runner may deliver the guest’s food to your table, for this reason it is important that once a food order is taken you prepare your table with necessary plates, pizza stands or any other items they will need when the runner arrives with food and begins to assist in serving it. In any case, it is imperative that the staff member who delivers the food pauses and gives the guest a real moment to make any initial requests. Within one minute of the food hitting the table, the server must return to tend to any other needs. For example, the guest may need more of something or is not pleased with the dish. There is nothing worse than sitting at a table with a plate of food that you do not want to eat. This is one of the most critical visits you will make to the table. The attitude of the server should be confident, calm and accommodating. In the event there is a problem the server is required to do the following:

 

• remove the problem dish from the table

• inform management of the problem

• restore guest’s confidence with the information that their new plate is being addressed immediately.

 

Do not assume that everything is fine, because they have their food. Check and ask, is everything to your liking? This single act can prevent a minor bump from turning into an all around bad experience for the guest.

 

Table Maintenance

It is important to maintain a high level of pre bussing without disrupting the guest’s overall experience. This will ensure the guest does not sit with unwanted or dirty items for too long. Keeping drinks full, and being attentive to the guests every need is paramount. Although, be careful not to hover; guests like their privacy and do not want an extra guest their table. This can be a delicate balance at times, but it is important to achieve.

It is paramount that our dining room is clean, maintained and always ready for business. Removing lingering dirty dishes, napkins, empty drinks and flatware is an important aspect of the position.  The only way to achieve this level of service to constantly watch each table, take and update mental notes about the progress of each guest. As the meal progresses, remember to replenish guests with new clean place settings. This mental accounting should be second nature, and is reached through a moderate amount of concentration. We like to call it pressence of mind.

 

Dessert and Coffee

Once the guests have finished their meal, it is time to offer coffee and dessert.  The successful sale of dessert and coffee can easily increase your check average by 20%.  This in turn will increase your annual income by 20% as well. Only through excitement and passion can you influence a guest who is full to eat more. There one of two ways to upsell a guest.

 

• offer your favorite dessert

• offer the guest to view the menu

 

The Check

Now the table has enjoyed their dining experience and they are ready to depart. Speed and intuition is everything in this critical and delicate part of the process. Deliver the check immediately after it is requested. Check back within one minute of the drop. If the guest seems like they are going to sit, let them know that you will wait for their signal to pick up the payment. Otherwise, it is safe to say that they are ready to leave.  Gracefully turning the table is the goal.

Floors and Service Areas

Floors and service areas are another area of responsibility for the servers. It is imperative that all surfaces, floors and garbage areas are clear of debris and liquids, such as beverage spills, food drips, fallen ice, etc. Constant spot sweeping and counter wiping is how we fill this need.  

 

Servers are also required to know

            • 100% menu knowledge

            • take out procedure knowledge

            • general company knowledge

            • side work requirements

            • running food is the first priority