What is the Texas Road House Mission Statement? How do you deliver on it?
Legendary Food and Legendary Service is our Mission Statement. You deliver on it by having a passion to give great service, just like you would if you were throwing a party for friends and family. You deliver on it by making sure your guest never have to
Explain why we use pivot points, and then diagram pivot points for a typical 4-top including a chair at the head of the tabe and a tray of food for a typical 4-top order.
Pivot points are used to identify each guest at a table which helps eliminate "Food Auctioning" and keeps orders organized for the server, food runner, and BOH cooks
Give at least five examples of things that you can do to WOW our guest:
-Making sure drinks never go empty and serving soft drink refills automatically
-Using your menu Knowledge to recommend specific drinks and appetizers that they would like
-Keeping all the unused dishes, condiments and utensils cleared from the table
-Che
Please write down exactly what you should say to greet at table, including specific suggestions for drinks and appetizers
Welcome to Texas Road House- I'm Angel and i will take care of anything you need tonight. I've got Yuenglings brand New summer brew wheat for just $4 tonight- or you can get our top shelf gold kicker Margarita it's only $5 tonight. Which one sounds good?
Describe in detail the proper procedure for cashing out a table
1 Print a copy of their check after you order their entrees to have ready - you can always print a new one later
2 Once at least one guest at your table finishes their entree, drop the check and any to go containers needed tel that that you will take care
What do the letters in service with HEART stand for, and what is the phase of a guest visit that each encompasses?
H: Howdy -greeting
E: Engage -drink/order
A: Arrive- App/Salad/Entree
R: Respond- Maintenance/Service
T: Thank you- Wrap up
What should you be doing in the Howdy phase?
-Give a friendly greeting( make eye contact, smile)
-Flag table with beverage napkins so everyone knows you have been there.
-Recognize First time guest to guide them through the menu
-Visually check to make sure your guest have a full bucket of peanuts,
What is happening during the Engage phase?
Serve drinks within 2-3 minutes of guest arrival , using name of drink of delivery
Offer menu suggestions and assistance, guiding guest through it.
Take order using pivot points and suggesting up sell options throughout
Repeat all orders back, describing
During the arrive stage of service , how long should each course take to be delivered and what other three things should you be doing?
-Appetizers should arrive 6-8 minutes from ordering
-salads should arrive 5 minutes of ordering
-Entrees should arrive about13-15 minutes from ordering
-Pre-bus unused dishes and cups from the table
-Auto refill drinks and bread until entrees arrive
-chec
What does the respond portion of the guest visit entail in service with HEART?
Anticipate the needs of your guest
Be check ready
Begin asking if guest would like another refill instead of auto-refilling
Use courteous responses like right away, absolutley, and my pleasure
Explain in depth how you would handle a guest who has their 16oz New York Strip undercooked?
Apologize immediately for the error and tell them we will fix it right away. Take the steak back only to the kitchen on a bread plate, leaving the guest their side items to eat while waiting, and then rush to steak to a broil cook to be upcooked. After th
Point out the 2 main differences in handling the situation if the above scenario were a recook instead.
a New steak needs to be cooked for them, and we will generally buy the steak due to the fact that the recook process takes longer than an upcook since we are starting over
What can you do to help avoid issues such as upcook and recooks long check times or incorrect side items
Educate guests on what different steak temperatures look like. Do not ever allow push or plus temps and always repeat back steak temperatures when taking an order
Educate guest about larger steak especially Filets taking a bit longer to cook, especially w
What can you do if your guest would like the temperature adjusted? The television channel changed, Has a coupon, Wants the music level adjusted?
A) talk to a manger
B)Check with the manager on duty and the bartenders All screens must be on
C) Write the table number and your name on it and give it to the manager to process
D) We were voted loudest Restaurant in America in2012 and we embrace that at
Explain How you should handle any guest who is underage and/or does not have proper ID that is attempting to order alcohol from you
Refuse service of alcohol to that guest. Any guest under the age of 21 or without the proper identification is not allowed to be served or consume alcohol in this establishment at any time. Engage the manager on duty any time that scenario occurs during a
What question should you automatically ask if a guest orders a baked potato? House salad? A sweet potato? A cup of Texas red Chili?
A) would you like to load your baked potato?
B)What kind of dressing would you like and would you like to add crumbled bleu cheese or bacon?
C)would you like to load your sweet potato with toasted marshmallow and caramel sauce
D) would you like to make it
What questions should you automatically ask if a guest orders a Dallas Filet? A 1/2 Slab of Ribs? A single Pork Chop? The chicken Critters entree?
A) how would you like your filet cooked? would you like 12,8,or 6 oz cut? What toppings would you like to smother it with? Would you like a side kick of grilled shrimp or fall off the bone ribs with your Filet?
B)Would you like to make it a full slab and
How can you use menu knowledge to sell guest Texas sized steaks?
If a guest orders a 16oz steak any cut (or an 8oz Filet) you can automatically offer the 20oz as an alternative, a cut that the guest cannot find on the regular menu. Be sure to utilize the fact that we hand cut al Texas sized Steaks on the spot as a sell
Explain how you can utilize thorough bar knowledge to help sell liquor or beer to guest?
selling your guest liquor should start with knowledge of the margarita and draft beer specials for that day. when a guest orders a mixed drink offer upsell options like top shelf liquors, or to offer the bottle of wine when more than one guest order a gla
please list the dinners included in our early Dine promotion, when it is offered and what the price is for those entrees
the $8.99 Early Dine special is offered from 4-6 Mon-Thurs and includes 6oz Sirloin,Roadkill, BBQ chicken Dinner, Country Fried chicken, country fried sirloin, single pork chop, Pulled pork dinner, chicken critters dinner, and any of the three chicken din
Define pre-busing and why is it so important, including how it helps you make more money.
clearing dirty dishes from your tables and it is important in making the guest experience more enjoyable and aiding in rapid table turn times, which will allow the host to fit more guest in your section over the course of the shift resulting in higher sal
please list the following items that you are responsible for with each guest that are also rated on our shopper reports:
1)clean ledges, decor, fans, and blinds
2)fresh peanuts and an empty bucket underneath for shells
3)clean menus and beverage menus
4)Greeting within 30 seconds of being seated
5)Introducing yourself with a smile and giving your name
6)giving specific drin
What are our four running side-work duties, and what two places can you find your
side-work #1) restock all glasses, mugs & bar glasses; clear counters
side-work #2) restock bread plates, beverage napkins & to go containers; pick up FOH debris
side-work #3) Stock ice, lemons, creamers, kid cups and straws; clear off Bev stations
side-w
Provide at least 5 examples of closing side-work duties:
1) Scrub highchairs and booster seats
2) clean and restock all condiments and portion oil and vinegar for salad
3) clean and stock POS stations
4)Portion honey cinnamon butter
5)close down beverage stations
List the procedure for cleaning your section at the end of the shift:
1) Get a wet sanitized rag & a red bucket
2)Wipe entire table top
3) Refill peanuts &empty bucket of shells
4)Clean & refill sugar caddy 8 of each
5)clean & refill salt and pepper shakers
6)scrub sides of booths to floor or chairs
7)wipe both sides of dri
List all tasks that the opening server is responsible for:
1) Turn on tea and coffee Bev. #1 & #2
2) Brew Reg & decaf, sweet and unsweet
3)turn on soda fountains & replace nozzles
4)set up ice baths with lemon and creamer
5) set up 2 sanitizer buckets w/ 2 rags in each
6) Cut lemons according to procedure
7) set
How can you get out of having to do your closing side-work and table cleaning each shift?
By winning nightly contest, it is possible not to have to do your assigned closing side-work and/or or section cleaning duties.
what must you have in order to cash out at the end of your shift?
1) printed copy of Aloha Sales Report
2) Check-out slip, filled out completely
3) signed credit card receipts
4) total cash amount owed
5) FOH signature for section
6) BOH signature for closing side-work
Explain why we do not run our own food:
We should run the food that is ready, and we shuold not wait to run our own food because it causes serious back-ups and long check times at the expo station
Why should you continually check your tables your tables throughout the shift between seatings?
Each guest that dines with us deserves to have the same experience as the first guest that used that used that table at the beginning of the shift. It is your responsibly to ensure that your tables stay properly set-up, with peanut buckets full, shell buc
who in the kitchen should you talk to if you need something?
expo serves as manager in the window and should be the servers point of contact with the BOH staff.
Explain the proper procedure for covering a shift, including whos responsibility it is to cover any shift you cannot work, regardless of reason.
you must notify a manager of the change and get it signed off on that schedule. It is your sole responsibility to cover any scheduled shift, without exception
please explain why we use check average to optimize scheduling and section assignments
used as a metric to measure server performance, which can be useful in making sure the servers who generate the most sales versus an average replacement are scheduled on any given shift. Servers with a higher check average are assigned sections with more
please explain our fishbowl VIP program
Our Roadie VIP email list allows you to keep up on the latest promotions and exclusive offers from Texas Roadhouse while receiving free appetizers and food around the year on special occasions like your birthday. We never give out your information, and wi